Good day, we are in receipt of Mr. [redacted]’s complaint. We apologize for any confusion and it is our goal that we don’t have any confusion about what was offered or purchased by our customers.
We realize that when purchasing a car the customer has a lot of information to absorb and...
retain. The finance process can also add to that. It is our sincere desire that our customer understands everything about the financial obligation they have agreed to and what other options are available to them. Any offers that we make to the customer are written out and discussed. That way it minimizes any confusion for the customer as they not only hear what we are offering but also can see it in writing. Any of these forms shown to a customer are kept as part of our record. Because of this we have developed several steps to help the customer see what is being offered to them and then to see exactly what the costs for those services are.
The 1st step in the Finance Office is done by utilizing a form called the “Financial Services Overview”. In this case you can see that the Financial Services Overview (attached and below) shows that the customer was offered a vehicle service agreement (mechanical breakdown) for 7 years or 100,000 miles and after discussion was changed to and offered an 8 years or 75,000 miles. Mr. [redacted] was also offered other items including a prepaid maintenance program for 5 years or 55,000 miles. In all cases the expiration of the programs is whichever comes first, either the time elapsed from the date of purchase or the miles on the odometer. Mr. [redacted] then opted to only purchase the Prepaid Maintenance Program for 5 years or 55,000 miles.
The 2nd step in our process is what we call a Pre-Contract Disclosure Statement (attached and below). This form is not only a good idea but is a legal requirement in the State of California. As you can see the form shows the customer that they have opted for additional items (if any), what the term is and also the cost. It also shows the payment with and without the items added. In this case Mr. [redacted] was shown the optional item purchased, (prepaid maintenance program) with a term of 60 months or 55,000 miles. The monthly payment of $351.86 is also shown. Mr. [redacted] acknowledged this form by his signature at the bottom.
The 3rd step in the process is to print the applications for any optional items purchased. In this case we printed the Prepaid Maintenance Program Application (attached) also showing the term and miles and was again signed by Mr. [redacted].
The last step in the process is having the customer sign the actual Sales Contract (attached). As you can see once again the customer was shown the prepaid maintenance program for 5 years or 55,000 miles and acknowledged it with his signature.
In conclusion Mr. [redacted] states that we told him the program was 50,000 miles plus the 25,000 miles that the cars comes with making it 75,000 miles. First of all, no programs from any manufacture work that way. They all start from the original sale date with 0 miles and extend (if you will) the factory warranty to whatever mileage you purchase, not on top of. Secondly 50,000 miles was never mentioned anywhere nor do we even have a program with that mileage. I do want to say that we are sad that Mr. [redacted] believes that we misled him. I really believe after the discussion on the available service contract (mechanical breakdown) that was offered first at 100,000 miles and then at 75,000 miles is possibly where he remembered that from. I hope this clears it up for Mr. [redacted] and we do wish that Mr. [redacted] would remain one of our valued customers. If I can be of any further assistance please don’t hesitate to call.
Good day, we are in receipt of Mr. [redacted]’s complaint. We apologize for any confusion and it is our goal that we don’t have any confusion about what was offered or purchased by our customers.
We realize that when purchasing a car the customer has a lot of information to absorb and...
retain. The finance process can also add to that. It is our sincere desire that our customer understands everything about the financial obligation they have agreed to and what other options are available to them. Any offers that we make to the customer are written out and discussed. That way it minimizes any confusion for the customer as they not only hear what we are offering but also can see it in writing. Any of these forms shown to a customer are kept as part of our record. Because of this we have developed several steps to help the customer see what is being offered to them and then to see exactly what the costs for those services are.
The 1st step in the Finance Office is done by utilizing a form called the “Financial Services Overview”. In this case you can see that the Financial Services Overview (attached and below) shows that the customer was offered a vehicle service agreement (mechanical breakdown) for 7 years or 100,000 miles and after discussion was changed to and offered an 8 years or 75,000 miles. Mr. [redacted] was also offered other items including a prepaid maintenance program for 5 years or 55,000 miles. In all cases the expiration of the programs is whichever comes first, either the time elapsed from the date of purchase or the miles on the odometer. Mr. [redacted] then opted to only purchase the Prepaid Maintenance Program for 5 years or 55,000 miles.
The 2nd step in our process is what we call a Pre-Contract Disclosure Statement (attached and below). This form is not only a good idea but is a legal requirement in the State of California. As you can see the form shows the customer that they have opted for additional items (if any), what the term is and also the cost. It also shows the payment with and without the items added. In this case Mr. [redacted] was shown the optional item purchased, (prepaid maintenance program) with a term of 60 months or 55,000 miles. The monthly payment of $351.86 is also shown. Mr. [redacted] acknowledged this form by his signature at the bottom.
The 3rd step in the process is to print the applications for any optional items purchased. In this case we printed the Prepaid Maintenance Program Application (attached) also showing the term and miles and was again signed by Mr. [redacted].
The last step in the process is having the customer sign the actual Sales Contract (attached). As you can see once again the customer was shown the prepaid maintenance program for 5 years or 55,000 miles and acknowledged it with his signature.
In conclusion Mr. [redacted] states that we told him the program was 50,000 miles plus the 25,000 miles that the cars comes with making it 75,000 miles. First of all, no programs from any manufacture work that way. They all start from the original sale date with 0 miles and extend (if you will) the factory warranty to whatever mileage you purchase, not on top of. Secondly 50,000 miles was never mentioned anywhere nor do we even have a program with that mileage. I do want to say that we are sad that Mr. [redacted] believes that we misled him. I really believe after the discussion on the available service contract (mechanical breakdown) that was offered first at 100,000 miles and then at 75,000 miles is possibly where he remembered that from. I hope this clears it up for Mr. [redacted] and we do wish that Mr. [redacted] would remain one of our valued customers. If I can be of any further assistance please don’t hesitate to call.
[redacted]
General Manager.
[redacted]