Metro Drywall

We understand and appreciate your willingness to help us resolve this issueAgain we apologize for any misunderstanding that may have developed from poor communication on our dealerships partI have spoken with both your warranty company and the owner from our establishment and we are happy to offer you a full cancellation of your warranty, we do this in hopes of resolving the situation and rebuilding trust between yourself and our businessYour warranty coverage will remain active through the remainder of your original warranty termAgain we strive to provide excellent customer service and apologize that your first experience with our company was a negative oneWe hope you keep us in mind in the future when shopping for a new vehicleAgain we thank you for your businessSincerely, James MCincinnati Automotive Group inc

Customer: [redacted] ***Model: Toyota CamryAccount: [redacted] We sincerely apologize for your experience, it seems that on multiple occasions in your complaint you made reference to poor dealings with a former employee of our dealership I would like to address your concerns you listed in your complaintNow while we can not speak on what was said, negotiated, or promised in any of those conversations you may have had with our sales associate, what we can do is pull your deal folder which contains all the copies of all the paperwork that was used and signed during the sales transaction and examine it for information.The first item in your complaint pertained to our dealership promising to repair some portion of the vehicle and then refusing to do so after the saleI believe what you are referring to is a Tire Pressure Monitoring light that was on your dashThis light illuminates whenever the vehicle senses the tire pressure is too low in a tire or whenever the sensor maybe absent or brokerNow whenever a promise of this nature is made by our dealership we provide the customer with a "We Owe" form that states in writing any repairs or additional items we are promising to performor buyBoth parties then sign this document and you are presented with a copy in your paperworkI have retrieved your signed "We Owe" form and does not list any items or repairs to be repaired or purchasedI have attached a copy of this paper for your recordFrom your previous correspondence I believe you were aware of this or made of aware of thisAs a business we have to use paperwork systems like these to insure a smooth and fair transaction when we go to sale a car and to create a traceable history to every sale we haveSystem's like these ensure protections against liability for both our customers and ourselvesAnd providepaper evidence of promises made by either party'sWhen we received your phone call relating to the Tire Pressure Sensors we checked yourdeal folder and found no promise of this anywhere in your dealYou could probably understand why we were more than reluctant to purchase these sensors for you after the sale whenever we had no knowledge of this commitment when selling the carBut in an effort to promotegood dealings in our dealership and the community we proceeded to still purchase and pay for these sensorsI have provided a copy of thereceipt from Tire Discounters for these parts attached to this correspondence as wellFor the second item in your complaint you mentioned that the salesperson had made a personally commitment to mail you a set of key fobsfor the vehicle should the dealership not have a setWe highly discourage such behavior from our team of sales associates and this one of theprimary reasons we require each customer sign a large print, bold forms like the "We Owe" formThis is designed to prevent such problemsWhile we clearly condemn such personal promises, we were very confused on why this would have been mentioned in your complaint filed against ourthe dealership, especially when in your correspondence you stated you had full knowledge that we were not involved in such a promise? Eitherway we fully understand that you've had a bad experience in purchasing a car from us and we do sincerely apologize for your experienceWeare taking active steps in building processes to ensure other customers do not have to encounters such issues Finally we would like to address your complaint directed towards your credit being pulledWhile we do have a signed credit application fromyou present in our deal folder(in which I also attached to this letter) which grants us unrestricted ability to pull your credit and submit youto banks and lenders in order to get you approved for an auto loanNow that aside I would like to try and explain a little bit about how thecredit system works in terms of indirect lending through dealershipsWhile you were applying through our dealership, our dealership only pulled your credit one timeThe additional credit pulls were done at the decisions of the banks we submitted you toThey have the ability to choose to use the score we submitted them or to pull your credit score should they see fitWe can confirm that we did in term only pull your credit one time as directedAgain we apologize if this was not communicated well from your salesman or finance managerWe do sincerely apologize for any bad experience you may have had and any misgivings you may have developed from your encounterwith our dealershipWe understand that the public's opinion of a business will always be judged on the actions of its employeesAnd while we strive to provide every customer with award winning service every time, we may have fallen short of this during your visitSo we hopethat the tire pressure sensors that we purchased will at least serve as a small indication that even in situations where we could justifiably turnour back, we still try to do what we feel is correct in terms of our customersWe wish you and your vehicle the best for the future,James M***General ManagerCincinnati Automotive Group Inc [redacted]

The seller has not addressed any issues in the complaint nor was an offer of resolution made.An apology for selling an unsafe car and providing despicable service does not remedy the situation

Customer: [redacted] Model: No Purchase Was MadeAccount: N/AWe regret to hear you had a negative experience while shopping at our dealershipI hope to help explain the miscommunication that occurred between a member of our staff and yourselfWe understand that the subject of your complaint was directed towards our "deposit" policy so I attempted to better explain our policyBecause we recognize that a large portion of our customer base travels long distances to purchase cars for usWe give our potential customers the option to give us a $"deposit" over the phone via credit cardThe last situation we would want to occur is for someone to drive several hours to reach our dealership and be told that the vehicle they were interested in buying had just recently sold minutes before they arrivedThis is a situation that is all too common in auto salesTo prevent this situation we offer the ability to put down a deposit to hold that vehicleWhen we receive this deposit we then remove the vehicle from our website and make it soldWe do not allow other customers inside the vehicle or to test drive the vehicleFor all intensive purposes that vehicle is sold and awaiting full paymentThe reason the deposit is non-refundable is due to the potential sales we lose while the vehicle to marked sold and awaiting the customer to come and pay the remaining balanceMost customer when being told the vehicle they came to see has a deposit on it and they are not allowed to see it, simple go to the next dealership to purchase a similar vehicle and many in the same dayAlso whenever we take a deposit while using a credit card we always require a signature to verify the card holders identity and to secure the funds of the deposit upon the customers arrival at the dealershipNot to mention the required signature helps safe guard against some customers who would try and cancel their deposit, sometimes even after leaving with the vehicleYou will find in the state of Ohio most Automotive Dealerships will have similar if not identical policesThose polices are not designed to take advantage of our customers but to protect customers and our selfWe again apologize for any misunderstanding or miscommunication that may have occurred on your last visit.Sincerely,James M***General ManagerCincinnati Automotive Group Inc [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

Again we would like to apologize for any negative experience you may have had in relation to any miscommunication or misunderstanding in which a member of our staff may have accidentally attributed to While as a used car dealership with no franchise endorsements we can't undergo the liability of providing a warranty directly to a customer, but we may have additional option for you if you are interested In congruence with your warranty company if you choose we can return all the pro-rated funds from your warranty, as if you had chosen to cancel it but leave the warranty coverage as active so you may continue using it until the coverage expiresIf you are interested in this option please let us know as soon as you can and we will instruct the warranty company to proceed to transfer us your funds so we may in turn mail a check to your lender towards the balance of your loanAgain we apologize for any negative experience you have had, and we hope that this may help correct any issues or misgivings Thanks Again, James M***General ManagerCincinnati Automotive Group INC

Customer: *** * *** Model: Dodge ChargerAccount Number: ***Sir we sincerely apologize for your experience, while we understand that in the rush of day to day business some minor issues can still arise, we do strive to provide every customer with award winning service
every timeIf we have somehow fallen short on our promise to provide that service I apologizeYour complaint seemed to be directed towards our policy of warranty salesSo I tried to better explain our relation to warranty companies and sales. We are a used car dealer, that sales only "As-Is" vehiclesWe have no affiliation with any automotive franchise or *** *** So we are incapable of producing or offering for sale any manufacturer warranty or extension of any Factory affiliated warranty. But to provide our customer with additional peace of mind we do work with several third party companies that allow us to offer their "Extended Service Contracts" to help guard against mechanic breakdown and failure of our vehicles after the saleWe even work with a number of Banks and Lenders that on their own accord have worked out a cooperative relationship with a warranty company and if you chose to finance through them they can even offer special terms on approvals that include their warranty as an option in your financing. Speaking in general terms about bank policesSome banks can go as far as changing an approval's terms or rates with the addition of any finance product(including warranty)So it is fairly easy to understand how a miscommunication or misunderstanding could develop specially if you worked with several people throughout your experienceWe apologize for any part our employees may have unintentionally played in that misunderstandingWe do however have a few options we can offer for you should you choose themYou have the right to cancel your Warranty through your financing and we can help you with that process, the prorated funds will be deposited towards the balance of your loanAnd if you choose to we would be more than happy to offer any of our Extended Service Providers products(Including Warranty) at our cost which would have to at that time be purchased in cash(not through your bank).If you are interested in either or both of those options please contact us and we would be more than happy to help affiliate the cancellation and or purchaseIf we have somehow fallen short on our promise to provide excellent service we apologize and hope that through these two options we might at least help your situation.Sincerely,James M***General ManagerCincinnati Automotive Group Inc***

Once again we regret to hear you had a bad experience with us while purchasing your vehicleUnfortunately being that the vehicle was sold "As-Is" and as always ample opportunity was given prior to purchase for customers private mechanical inspections, and that a warranty was offered and freely rejected we can offer no other resolutions at this timeWe apologize for any negative experience that may have occurred out of happenstanceWhile the business of working with used vehicles is never a perfect science we try to allow all customers the ability to do their own due diligence and even offer multiple extended service contracts (warranty's) to cover the "unexpected"We regret to hear your had to repair your vehicle, but we wish you the best with you and your vehicle and hope in time it turns out to be a very reliable mode of transportation for you and your family

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is unacceptable as I am not arguing that the dealership is offering a manufactures warranty. The problem with the aftermarket warranty is that I was told by the finance person that he would do the following. How about I throw in a warranty on the engine and transmission to make the deal?
The other part to this is that when I discussed this after I found out that they put it in my financing without my approval and I asked them about it they told me the bank required this warranty for a lower interest rate. That is flat out a lie as I talked to the bank after that and different people told me that they do not require a warranty for a lower rate. They did advise that in order for me to have gotten the extended months on my financing term that I would have had to purchase an extra product like gap insurance or warranties or something like that. I did not agree to purchase a warranty as I was told it would be thrown into the deal and I would not pay for it and if I knew that it would be into the financing I would have not signed anything and would have not bought the car. the resolution I am looking for is to be reimbursed for the cost of the warranty which was after further checking with legal counsel dollars and I want to keep the warranty as promised. I know this is possible as I have talked to the warranty company about this and they said the dealer can do this they just have to take the cost on themselves. Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I appreciate that offer and if you are willing to go just a small step further we can resolve this issue. I am not asking for the dealership to provide me a warranty through you as I know you do not do that and it would have to be 3rd party. That is understandable and if you were under the assumption that I wanted the warranty through the dealer I apologize. I would like the full amount refunded for the 3rd party warranty that was charged to me as that is what the finance person had promised me and also that is what got me the extra time on my loan also was the purchase of a 3rd party warranty, which could have also been gap coverage or anything like that per the lending institution *** credit union. Per *** this is how the dealerships can extend that amount of time on the loan is with that type of purchase and I was not made aware of that I would be purchasing the warranty nor that it was being rolled into my loan or I would have not bought the vehicle. Per legal counsel this is a consumer sales practice act violation which entitles me to times the amount of the warranty but I am not asking for that and don't want to take any more time away from either of usI also have reached out to your dealership with this counsel before and never received a responseIf we can settle on just a refund of the warranty price and you are willing to send that to the lender while the warranty coverage stay in affect until the end of coverage then we can work together and get this resolved.
Regards,
*** ***

Selling an unsafe car to a family does not support their claim of providing "award winning service"In fact, this business should not be allowed to function in the motor vehicle industry with the dangerous products they do provideThe dealer did not employ honesty in the transaction and has not addressed any issues that were stated in the complaint, nor has a resolution been offered

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me As long as the refund of my warranty is going to be placed toward the remaining balance on my car.  If that is the case once I receive that then this case if resolved.
Regards,
[redacted]

We understand and appreciate your willingness to help us resolve this issue. Again we apologize for any misunderstanding that may have developed from poor communication on our dealerships part. I have spoken with both your warranty company and the owner from our establishment and we are happy to offer you a full cancellation of your warranty, we do this in hopes of resolving the situation and rebuilding trust between yourself and our business. Your warranty coverage will remain active through the remainder of your original warranty term. Again we strive to provide excellent customer service and apologize that your first experience with our company was a negative one. We hope you keep us in mind in the future when shopping for a new vehicle. Again we thank you for your business. Sincerely, James MCincinnati Automotive Group inc

The seller has not addressed any issues in the complaint nor was an offer of resolution made.An apology for selling an unsafe car and providing despicable service does not remedy the situation.

We regret to hear you had a bad experience with us while purchasing your vehicle. To reiterate that the purchase was of a "As-Is" vehicle. Unfortunately being that the vehicle was sold "As-Is" and as always ample opportunity was given prior to purchase for customers private mechanical inspections, and that a warranty was offered and freely rejected we can offer no other resolutions at this time. We apologize for any negative experience that may have occurred with your vehicle beyond our involvement. We regret to hear you had to repair your vehicle, but we wish you the best with you and your vehicle and hope in time it turns out to be a very reliable mode of transportation for you.

Customer: [redacted]Model: 2013 Toyota CamryAccount: [redacted]We sincerely apologize for your experience, it seems that on multiple occasions in your complaint you made reference to poor dealings with a former employee of our dealership.  I would like to address your concerns you...

listed in your complaint. Now while we can not speak on what was said, negotiated, or promised in any of those conversations you may have had with our sales associate, what we can do is pull your deal folder which contains all the copies of all the paperwork that was used and signed during the sales transaction and examine it for information.The first item in your complaint pertained to our dealership promising to repair some portion of the vehicle and then refusing to do so after the sale. I believe what you are referring to is a Tire Pressure Monitoring light that was on your dash. This light illuminates whenever the vehicle senses the tire pressure is too low in a tire or whenever the sensor maybe absent or broker. Now whenever a promise of this nature is made by our dealership we provide the customer with a "We Owe" form that states in writing any repairs or additional items we are promising to performor buy. Both parties then sign this document and you are presented with a copy in your paperwork. I have retrieved your signed  "We Owe" form and does not list any items or repairs to be repaired or purchased. I have attached a copy of this paper for your record. From your previous correspondence I believe you were aware of this or made of aware of this. As a business we have to use paperwork systems like these to insure a smooth and fair transaction when we go to sale a car and to create a traceable history to every sale we have. System's like these ensure protections against liability for both our customers and ourselves. And providepaper evidence of promises made by either party's. When we received your phone call relating to the Tire Pressure Sensors we checked yourdeal folder and found no promise of this anywhere in your deal. You could probably understand why we were more than reluctant to purchase these sensors for you after the sale whenever we had no knowledge of this commitment when selling the car. But in an effort to promotegood dealings in our dealership and the community we proceeded to still purchase and pay for these sensors. I have provided a copy of thereceipt from Tire Discounters for these parts attached to this correspondence as well. For the second item in your complaint you mentioned that the salesperson had made a personally commitment to mail you a set of key fobsfor the vehicle should the dealership not have a set. We highly discourage such behavior from our team of sales associates and this one of theprimary reasons we require each customer sign a large print, bold forms like the "We Owe" form. This is designed to prevent such problems. While we clearly condemn such personal promises, we were very confused on why this would have been mentioned in your complaint filed against ourthe dealership, especially when in your correspondence you stated you had full knowledge that we were not involved in such a promise? Eitherway we fully understand that you've had a bad experience in purchasing a car from us and we do sincerely apologize for your experience. Weare taking active steps in building processes to ensure other customers do not have to encounters such issues.   Finally we would like to address your complaint directed towards your credit being pulled. While we do have a signed credit application fromyou present in our deal folder(in which I also attached to this letter) which grants us unrestricted ability to pull your credit and submit youto banks and lenders in order to get you approved for an auto loan. Now that aside I would like to try and explain a little bit about how thecredit system works in terms of indirect lending through dealerships. While you were applying through our dealership, our dealership only pulled your credit one time. The additional credit pulls were done at the decisions of the banks we submitted you to. They have the ability to choose to use the score we submitted them or to pull your credit score should they see fit. We can confirm that we did in  term only pull your credit one time as directed. Again we apologize if this was not communicated well from your salesman or finance manager. We do sincerely apologize for any bad experience you may have had and any misgivings you may have developed from your encounterwith our dealership. We understand that the public's opinion of a business will always be judged on the actions of its employees. And while we strive to provide every customer with award winning service every time, we may have fallen short of this during your visit. So we hopethat the tire pressure sensors that we purchased will at least serve as a small indication that even in situations where we could justifiably turnour back, we still try to do what we feel is correct in terms of our customers. We wish you and your vehicle the best for the future,James M[redacted]General ManagerCincinnati Automotive Group Inc[redacted]

Again we would like to apologize for any negative experience you may have had in relation to any miscommunication or misunderstanding in which a member of our staff may have accidentally attributed to.  While as a used car dealership with no franchise endorsements we can't undergo the liability of providing a warranty directly to a customer, but we may have additional option for you if you are interested.  In congruence with your warranty company if you choose we can return all the pro-rated funds from your warranty, as if you had chosen to cancel it but leave the warranty coverage as active so you may continue using it until the coverage expires. If you are interested in this option please let us know as soon as you can and we will instruct the warranty company to proceed to transfer us your funds so we may in turn mail a check to your lender towards the balance of your loan. Again we apologize for any negative experience you have had, and we hope that this may help correct any issues or misgivings.  Thanks Again, James M[redacted]General ManagerCincinnati Automotive Group INC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We sincerely apologize for your experience, we do strive to provide every customer with award winning service every time. While we only attempt to purchase and resale quality used vehicles we also understand that hidden problems can sometimes make it past the thoroughest of inspections. This is one...

of the many reasons all of our vehicles are sold "As-Is" without any guarantees. Because of this we not only provide our customers with the option to have they car inspected by their local mechanic, we honestly encourage it. We want every customer to purchase a quality vehicle that they can feel safe and secure in and to help assure against unforeseen mechanical issues we also offer a variety of warranties and extended service contracts.  In addition we make Carfax reports available online for no additional fee on every vehicle to give our customers the best vehicle history available to us as a dealer. If we have somehow fallen short on our promise to provide that service we apologize and hope if you give us the chance in the future we might be able to earn your business again.Sincerely,James M[redacted]General ManagerCincinnati Automotive Group Inc[redacted]