Mountain Escapes, Inc.

Complaint: ***
I am rejecting this response because:It seems the BB may have input the incorrect addressI was informed that all RENT2OWN HQ companies were affiliatedIf you are not, I apologizeI you are receiving bad press from these other companies, you need to change your name. The address and information I sent to Revdex.com is:DEALERSHIP ADDRESS: *** *** **, San Antonio TX 78240PHONE: ***MANAGER: *** *** SALESPERSON: ***EMAIL: ***Revdex.com please use the above information to sendThank You! *** ***
Regards,
* ***

August 28,2015 I am writing in response to a complaint our office received dated 8/19/15 from a former Lessee named Roselee Vogt.Ms. [redacted] came to our New Braunfels dealership location on 11/6/13 and leased (contract#[redacted]) a [redacted] Chevy Avalanche. On 3/13/14, we were notified by her insurance...

agent that her policy covering our [redacted] Chevy Avalanche, had cancelled at 12:01 am on 3/13/14 @ 11:28 am, Ms. [redacted] was contacted by phone and advised that her insurance had cancelled. She stated she would call in a payment later that day and she would get her insurance reinstated. By 5:09 pm that day, proof of reinstated insurance had not been received and a message was left on Ms. [redacted] phone advising that we needed proof of reinstated insurance in our office before end of business or the account would be flagged for recovery. At start of business on 3/14. we still hadn't received any proof of reinstated insurance for Ms. [redacted] and another message was left on her phone at 11:52 pm. At 6:59 PM, Ms. [redacted] called our office to make a car payment and when asked if she had paid her insurance she stated "No".  On 3/15/14 @ 11:14 am, the [redacted] Chevy Avalanche was recovered by our dealership from a Motel 6 in San Antonio and called and reported to the San Antonio Police Department. Per our Closed-End Motor Vehicle Lease Agreement, the Lessee agrees to maintain full coverage insurance on the vehicle at all times and failure to do so is a default of the lease and grounds for recovery. After the recovery Ms. [redacted] failed to contact our office in regards to getting her vehicle back.  On 3/28/14, Ms. [redacted] contacted our New Braunfels office asking to get back into the [redacted] Chevy Avalanche. We agreed and put her back into the [redacted] Chevy Avalanche under a new lease (contract #[redacted]). On 10/13/14 @ 10:55am, we were advised by the Direct Insurance automated system that Ms. [redacted] insurance on the Avalanche had cancelled.  At 10:56 am, we called her listed home number however the voicemail was not set up and we were unable to leave a message. We called her listed cell number and left an urgent message advising her we needed proof of reinstated insurance before end of business that day or her account would be flagged for recovery. At 12:17 pm, Ms. [redacted] was contacted on her cell phone and she advised us she was going to go cash her check and then pay to reinstated he insurance. On 10/14/14 @ 12:46 pm, we received confirmation from Linda with [redacted] that Ms. [redacted] Insurance Agency that Ms. [redacted] insurance had been reinstated. On 10/25/14, Ms [redacted] came into our New Braunfels office with a past due account balance of $1,249.48. In order to help keep her in the vehicle, she agreed to Voluntarily surrender the vehicle and we agreed to recontract her and move her past due balance to the end of her contract. On 10/25/14, Ms. [redacted] was recontracted (contract# 8325) into the same [redacted] Chevy Avalanche. On 11/3/14 @ 6:22 pm, our New Braunfels office was contacted by Ms. [redacted] and advised she had been in an accident with the vehicle a week prior and she had filed a claim. On 11/12/14, we were notified by Tricia Reid with Direct Insurance that the Vehicle had been deemed a total loss. On 11/18/14, Ms [redacted] came to the New Braunfels office wanting to lease another vehicle. She was contracted (contract# [redacted]) into a [redacted] Nissan Armada. On 11/20/14 @ 6:10 pm, we were contacted by Ms. [redacted] with complaints of starting the Armada. She had a friend jump start the vehicle and he noticed the battery terminals were loose. She was advised to bring the vehicle in the next morning to have it looked at and to pay the remaining $500.00 she still owed on her down payment to avoid the account being flagged and the vehicle recovered. She agreed and promised she would be here. Ms [redacted] failed to show up as requested on 11/21/14 and messages were left on her listed cell number at 2:18 pm and 6:29 pm with no response before end of business. On 11/22/14 @4:43 pm, another message was left on Ms. [redacted] listed cell phone number. Our Sales Manager sent her a text message asking her to call our office. Ms. [redacted] responded by texting stating she was on her way in to our office to pay the remainder of her sown payment. Ms. [redacted] never showed up that day to make the payment. On 11/24/14 @ 2:21 pm, we called her listed cell number however the mailbox was full and we were unable to leave a message. We called her listed home number and left an urgent message in regards to her past due account. Despite repeatedly leaving Ms. [redacted] messages from 11/25/14 through the morning of 12/2/14, we didn't hear from Ms. [redacted] until 12:40pm on 12/2/14 at which time she proceeded to cuss out our office staff and ended up hanging up on them. On 12/5/14 @ 12:27 pm, the [redacted] Nissan Armada was recovered by [redacted] Towing and brought back to our dealership lot. We called and left Ms. [redacted] a message advising we valued her as a customer, we had no issues with repairing the vehicle and that we wanted to keep her in the vehicle. We never received a response from Ms. [redacted] so the file was killed and a recovery notice letter was mailed out. On 12/11/14, Ms. [redacted] went to our 35 & Military dealership location and leased (contract #[redacted]) a [redacted] Lincoln Navigator. On 12/16/14 @ 5:22 PM, Ms. [redacted] came to the dealership asking to speak with Sales Manager, [redacted] in regards to repairs on the vehicle. She was told that [redacted] was off on Tuesdays and she was expected the day before but never showed up. Another salesperson, [redacted], tried helping her but Ms. [redacted] became irate and began cussing, stating we were leading her on and not helping her. [redacted] advised Ms. [redacted] that we have been trying to help her however she fails to show up for the repair appointments. She waled away, locked herself in her vehicle and when [redacted] approached her she stated she was working on getting another vehicle elsewhere and she would return our vehicle when her next payment came due. Ms. [redacted] first payment of $300.00 came due on 12/26/15 and no payment was made so we left a message on 12/26/14 and 12/29/14 with no response from Ms. Vogt. The vehicle was recovered by our dealership on 12/29/14 @ 2:23 pm. Per our lease agreement, a vehicle must be covered by full coverage insurance at all times or the vehicle can be recovered without notice. I feel Ms. [redacted] was treated fairly each time she allowed her insurance to lapse. We gave her more than enough time to remedy the situation by getting her insurance reinstated before we were forced to recover our vehicle. We worked with Ms. [redacted] and kept her in her vehicle when her past due account balance justified us recovering her vehicle. In regards to mechanical issues, we set up several repair appointments that were never kept by Ms. [redacted] and then made numerous attempt to reschedule those appointments. All our vehicles are lease with no warranty unless the Lessee personally purchase a warranty on their own, however we offered to repaired the vehicle however Ms [redacted] chose not to cooperate. I'm sorry Ms. [redacted] feels she as treated unfairly by our dealerships but I believe we went above and beyond to accommodate her.   Thank you,  [redacted]Operations Manager

Complaint: [redacted]
I am rejecting this response because: This seems bogus. I was driven to the lot on Hwy 90 whose general manager's phone number is the one listed here (674-4900). Manager's name is Joseph. The car was brought back to the Fredericksburg address. Manager's name is [redacted]. Therefore both of these locations are affiliated. I was told that this was their other location.I deem an attorney should be involved to close both these places. I will work until I receive my refund and both places are CLOSE to prevent harm to others. 
Regards,
[redacted] [redacted]

This complaint is regarding a different business. We share the same name but they are owned and managed by different people. We address all complaints made against us promptly--however, this is not a complaint against THIS BUSINESS. It is a complaint about A DIFFERENT BUSINESS. The...

telephone number the customer should call is [redacted] and ask for the General Manager to voice their concerns to.  Again, we are not the people that this customer has a problem with. Unfortunately, the Revdex.com is aware that we keep getting complaints for a business that shares our name but do nothing to remedy the situation. This is similar to a person complaining about service at the New Braunfels Mc Donalds and complaining in Austin.

Our response is not bogus.  We are not affiliated with the Hwy 90 lot or the Fredericksburg lot.  Our location and business  is completely separate from both Hwy 90 and the Fredericksburg lots.  Any complaint should be sent to their email address and not ours.

Ms. [redacted] leased a 2012 Dodge Avenger from our dealership on 12/19/17.  Since it is a true lease and not a sale, we, the Lessor, retains sole ownership and title to the leased vehicle, except the right of possession.  Per the lease agreement, we require the Lessee to carry full coverage...

insurance on the vehicle at all times and the vehicle is operated by the lessee or any permissive driver.  This was discussed with Ms. [redacted] at the time of her lease.  She was also required to initial two pieces of paperwork explaining our insurance requirements.  At the time of her lease, Ms. [redacted] provided the required insurance however her policy included a named EXCLUDED DRIVER, Andrew [redacted], her boyfriend.  It was discussed with Ms. [redacted] that she was the only person permitted to drive our vehicle under her insurance and that Mr. [redacted] could not drive our vehicle or it would not be covered in case of an accident.  She stated the vehicle was for her and that he would not be driving it.On Saturday, January 6, 2018, our staff witnessed Mr. [redacted] drive onto our property to make a car payment for Ms. [redacted].  One of our staff, contacted Ms. [redacted] and explained that if our vehicle were in an accident while Mr. [redacted] was driving then the damage to our vehicle would not be covered.  She was told that we needed Mr. [redacted] added to her insurance policy as a driver by Monday, January 8, 2018, which she agreed to do.  By Monday afternoon, we had yet to receive any proof that Mr. [redacted] had been added as a driver to her policy.  Our office called Ms. [redacted] but was unable to make contact however a message was left explaining we need the proof of insurance in our office before end of business that day.  We never received a call back from Ms. [redacted] or the proof of insurance so the vehicle was put out for recovery. The vehicle was recovered on 1/10/18 and brought back to our dealership.  Per our lease agreement, if the lessee defaults, then we may exercise our right to recover the vehicle.  By allowing Mr. [redacted] to drive our vehicle and then failing to remedy the situation, Ms. [redacted] was in default of her lease.  When a vehicle is recovered and the lessee would like it back, we charge a $300.00 recovery fee to cover hiring a recovery team and administrative costs.  Our recovery policy was explained to Ms. [redacted] on the day she leased the vehicle and she was required to sign two forms that explained our recovery policy.  Ms. [redacted] was well aware of our recovery policy when she left our dealership.Ms. [redacted] contacted our office after the vehicle was recovered and we explained that in order to get the vehicle back she still needed to provide a copy of her insurance showing Andrew [redacted] listed as a driver since he obviously did drive the vehicle and a $300.00 recovery fee.  We are very fair to our customers and try to get any problems resolved before we resort to recovering a vehicle, however Ms. [redacted] failed to comply.  Later that day, both Ms. [redacted] and Mr. [redacted] came to our dealership requesting the vehicle back.  She provided proof of insurance showing Mr. [redacted] listed as a driver, she paid a recovery fee of $300.00 and left with the vehicle.  The entire situation could have been avoided had Ms. [redacted] provided the proof when she had promised.Our dealership asks for very little from a customer in order to lease a vehicle however we do require our asset to be covered for damages by proper insurance.  In Ms. [redacted]'s case our asset was not covered and we had to do what was necessary to protect our interests which was recovery of the vehicle.  We are sorry that Ms. [redacted] feels like she has been mistreated or treated unfairly because we do strive to be fair with all of our customers however we do expect our customers to follow our policies.  Ms. [redacted] is currently back in her vehicle. Thank you

There are two sides to every story. Here, our notes on this customer reflect a very different version of events than the customer is portraying. We attempt to keep our customers happy, however, we do insist that they pay for the vehicle that they lease and that they maintain full coverage insurance...

on the vehicle at all times--without exception. This is detailed in the contract that both parties sign at leasing and is explained thoroughly at the time of signing to the customer.The First Amendment of the United States Constitution guarantees free speech. As such, this customer is entitled to say whatever she wants--even if it does not accurately reflect the events in question. We do not refuse to take payments from customers--even if their insurance has lapsed. This is because, as our employee who recovered the vehicle correctly informed the customer, if the customer reinstates the insurance they can have the vehicle back. If we were 'scammers' as we are being accused of we would surely have taken any monetary payment from a customer. With regards to employees of this company being discourteous, we take such complaints seriously upon receipt. However, our company records show that the recovery operative was threatened at the time of recovering the vehicle by a male person who was punching the window of the vehicle as he attempted to drive it. In fact, the Seguin Police Department were called and attended the scene upon our request to prevent a breach of the peace.  With regards to this customers account she was in areas with her payment and her insurance had lapsed for two days. As stated, no lapses in insurance are acceptable. The contract that controls the lease of the vehicle states: "Any failure on the part of the lessee to maintain or renew the required insurance constitutes a default. . .Lessee shall reimburse lessor with all reasonable expenses for repossession and enforcement of lessors rights and remedies." As such, failing to maintain insurance is a default that can trigger termination of the contract. Physical threats against our staff are taken seriously and the customers contract was duly terminated.

I am unable to respond to this complaint because the vehicle Ms. [redacted] leased is not from our location.  Our dealership may share the same name however they are ran by different owners.  Our dealership has no access to their customers or records.  This complaint should be forwarded...

to the dealership Ms. [redacted] visited and leased the vehicle.  Thank you, [redacted]Operations Manager