National Auto Plaza, Inc.

Jessica, I am so sorry to hear that you had a negative experience with one of our employeesDo you have the name so I may address this with him? I am also looking into it with management to see who you worked with.In regards to your purchase, we do not support, validate or always acknowledge
Carfax here at our dealership. However we will pull a Carfax for customers upon requestAs far as the damage goes. If there was damage done previously to the vehicle and was repaired, we would not have knownIt is not required to disclose this information. We pulled our original RO work order and we have never done any structural repairs or body repairs to this vehicleIn addition it is not required by Utah to disclose such damageWe our required to disclose a title that has been branded as a rebuilt or restoredThe title in question is clean and clear from all such brandings.In regards to the $fee on the contractit was not for your tintIt is a vehicle theft recovery contractYou should have a copy of the contract with all your other paperworkIf you need a copy please contact me.I am sorry to hear that another dealer is offering you less for your trade based upon a Carfax reportAs a dealer they are aware of what the report of information means, and may use that to give you a lesser value for your tradeI hope you can give me the opportunity to rectify the situationIf you would like to work with us to find you a vehicle we can take the vehicle on trade and will give you a fair market trade price, and will beat the trade in value price the other dealers are giving youDue to wear and tear on a used vehicle, miles, damage, the financing of your sales tax, property tax, licensing fees and warranties this can affect what you owe on the vehicle and cannot always give you the amount you owethis is something I would be glad to discuss with youPlease feel free to contact me directly at *** Serelle T*** Office manager

***, sorry to hear of your concernsI have attached items addressing your concerns, as to the owners manual, we do not check our vehicles to make sure they have themas they are used vehicles they may or may not be in the vehicleI spoke with Alex and he said he had downloaded the manual and
mailed it to youAs you have not received it, I will go ahead and download the manual and send it to you in a pdf to your email, as it is a large fileThe key was never sent, because you did not order and pay for itOur service department can get the key for $If you would like us to order and mail out to you please let me know and we can do thatAs to the radio Alex did state it was in working orderHe did state he asked you to have it looked at and let him know, he never promised to have it repaired as again he stated it was in working orderI have attached a copy of your as is no warranty paperwork stating with used vehicle there are many items that can go wrong, this does not mean we do not do an inspection this is just to make you aware it is a used vehicle and makes you aware you can purchase a Warranty for coverageI do see you purchased a warranty on this vehicleYou may want to call the Warranty and see if it will cover any of your concernsThe vehicle went through and passed a service inspection, so I am not aware of an axel issueI will however go ahead and mail you copies of all your paperworkPlease watch your email for the PDF

Again, we cannot help you until the vehicle is at our shopSergio has been working with you and wants to helpIf Sergio is not available you can also ask for Edin

I am not sure if you are responding/questioning me or the Revdex.com? If you are seeking arbitration through the Revdex.com, you will need to get in contact with them.Again sorry that you feel the way you do about the service you received, but we in good faith made repairs to your vehicle when you purchased it in April. We are not and cannot be liable for damages or mechanical issues to your vehicle this far after purchase. If you feel our repair shop is not a price you feel is acceptable, again you may take your vehicle anywhere to be repaired at your expense.

Complaint: [redacted]
I am rejecting this response because:I was told by a manager, Sergio, that both the car and the truck had two keys. this was a deal breaker and I am expecting National Auto Plaza to deliver what they had promised. If there was not two keys or if you did not know this then your sales guys and sales manager should not have promised that both vehicles came with two keys. If they did not know then they should be trained to tell customers that they do not know. as is I was told I would have two keys for each of the vehicles I purchased. That is what I am expecting. If there is truly not two keys for each of the vehicles then I am glad to hear that you will be able to get them at a discount. This however will be at National Auto Plaza's expense not mine for the simple fact that was promised two separate times that I would get two keys with each vehicle. I even MADE Sergio double check that both vehicles would have two keys. A COMPANY THAT MAKES PRACTICE OF PURPOSELY MISLEADING CUSTOMERS DOES NOT DESERVE TO HAVE A GOOD RATING!
Sincerely,
[redacted]

The customer has been working with our manager Sergio to try and resolve the situation and get clarity. They did ask the customer to bring in the vehicle so we could have our service check out the vehicle and see what we could help with. Customer has not brought in the car as of yet. Please contact...

Sergio to continue with resolve.

Depending on the vehicle purchased, miles, and model. There may only be a specific warranty that would be available for the vehicle. We are just an administrator of the warranty sold therefore we cannot govern what is covered and when. The warranty is not a product of National Auto Plaza. However if you are dissatisfied with the product, it is cancelable. You may fill out a cancellation form and submit to our accounting department for processing. Again, our service department is very friendly and professional, they will be able to get the we owe items done in a timely and professional manner. I cannot help the way you feel, but I assure you as a professional business you have no need to worry or feel there would be retaliation. You are a customer of our business and would be treated as such. Again the inquiries are pulled as they are submitted to lenders, in agreement with us finding you financing your information is submitted to lenders and they do look at credit. If you feel it is in error than you will need to dispute them with the credit reporting agency.

Complaint: [redacted]
I am rejecting this response because: I am not asking for any compensation for the fact that I was sold a defective vehicle by deceptive dealership. I am however after reviewing the inspection, asking that the charge of $299 I was charged for ETCH be refunded as well.  As you can see on the inspection report, ETCH was also not requested by me but was completed also 4 months prior to my purchase and therefore I shouldn't be held responsible paying for it either.I do understand the "paid to public officials" fees now and agree that should not be refunded.  However,I am now demanding that I be refunded a total of $448.95, ($149.95 for the expired inspection I received, $299.00 for the ETCH that was already done on 9/16/16)I think after reviewing the attached document, you will understand my requests.
Sincerely,
[redacted]

I have included all copies of the Motor Vehicle Contract that you signed and they clearly show the amount you paid for the warranty. Again if you are dissatisfied with the warranty company and their services the contract is cancelable. This is up to you. The contracts that I included, clearly show the amount you paid for all warranties and sales tax and all fees. Again, National Auto Plaza is not the administrator of the warranty. All claims have to go through the warranty company. We do not determine coverage of the vehicles or the contracts. I am however sorry you feel that National Auto Plaza has not served you in the manner you would like. I would be glad to go over the contracts again with you and explain the prices on the contract so you have a better understanding. If you do choose to cancel the warranty and can also assist you in this. Feel free to contact me if you would like my assistance in this matter. I cannot however assist in coverage amount provided to you by the warranty company.Thank you, [redacted]

Customer did in fact take the vehicle to her mechanic and did in fact report a check engine problem. The manager suggested she take it to a mechanic near the Murray location to be fixed. as the customer was not happy with the fix, he then refered her to our sandy location to have our repair facility...

fix the issue. Unfortunately we only have one repair shop and it is at our Sandy location. On 01/10/2017 the vehicle was brought to sandy and the code showed that a Purge Valve needed to be repaired. At that time they did in fact replace the purge valve. If the purge valve is faulty, the service department will warranty and stand by the repair. As to the tires being at half life, this is not an IM or safety issue. We also on 12/27/2016 replaced the battery as promised to the customer. I am not aware, nor do I understand the Bonus issue that is being refered to. If you would like to clarify, I would be happy to address it. Again if you feel that the valve is faulty you may contact our service department at 801-545-9292 and they can look at it.

[redacted], sorry to hear of your concern. Being that these are used vehicles we do not always have a second key. You are correct, as we do include the second key with the license plates if we have them. Unfortunately we did not have second keys on either of the vehicles you purchased, therefore were not...

included with your plates. I pulled your we owes from your car deals and it does not look like that was discussed or promised at the time of sale. If you would like to order 2nd keys, my parts department would be happy to help you with that, I can authorize them to get you keys at our cost, It would however be at your expense. I am sorry if you were passed around, as the salesman are not authorized to make decisions in regards to expenses. I feel there may have been some miscommunication in this case and I do apologize.

I am so sorry to hear that you were unhappy with the customer service you were provided. I will make sure to discuss this with Tommy to ensure that we do not have this happen again. We generally only provide the customer with the sets of keys that we have. A lot of times we only have one set. I...

understand that Tommy made you a promise for another key. We will go ahead and honor this. Please call our service department and speak with Dave, he will get it set up for you. Again sorry and I hope that your faith in us will be restored, and hope that you are enjoying your truck.Serelle T[redacted]

I am sorry to hear of your dissatisfaction. As to where your purchase took place in 2014 and you have not included details I am not sure how to help you. Had you contacted...

anyone at the time of sales? Have you contacted anyone since? You are more then welcome to contact one of our management team members and speak with them to resolve your concerns.Thank You

I pulled your file and found a note from a previous manager stating to hold off for a bit on collecting the down payment due to the fact you were having some repairs done on the truck. It did not state to have the down payment waved. I will however in good faith at this time wave the down payment as...

the manager is no longer with us to verify. I will let the collection agency know this and have them act accordingly. Thank you for reaching out to me.

Again, the inspection for dealers is good for 11 months. As you see with the documentation I provided earlier, you can see the inspection falls within that time frame. I included the information that states so from the Motor Vehicle department. The inspection was valid and used to license your vehicle. Etch was included and disclosed on your contract that was signed by you. This product is not cancelable as it is already in use. I am glad you have an understanding of the registration fees ect... As these fees are collected and paid to the state of Utah.

I spoke with the customer yesterday (Monday the 28th) They informed me that their vehicle had over heated. The customer also stated they wanted to bring the car back based on a lemon law. I informed them that this vehicle does not qualify for lemon law and that they were aware that this vehicle was...

as is. I also asked if they had the vehicle looked at, I was informed that they had not and they assumed it was the radiator. I did let them know at that time that the vehicle was purchased as is and that we do not inspect these vehicles. Because of the year and price, these vehicles are for sales on an as is basis only. We do not inspect, nor do we permit these vehicles. The customer is aware that they must have the vehicle inspection and emission done themselves. As to the title for this vehicle. Customer is correct in stating we have 48 hours to provide title. The vehicle was purchased on Friday and title is/was available to pick up on Monday. Customer did not contact the dealer in regards to the title. They may do so, to make arrangements to pick up, call 801-545-9292 and speak with our title clerk.

Again, the service contract is cancelable. If you wish to cancel, please contact me and I will send you the forms needed. Also I have not been able to locate your information in our system to verify any of the information you have given to me. If you would like to contact me I would be able to look into this further.Serelle T[redacted]Office Manager [redacted]

Complaint: [redacted]
I am rejecting this response because: their response is 100% innacurate. I returned every phone call ever made to me by these people. No one went above and beyond for anything. I spoke to my insurance company and U of U federal credit union and they both stated there was absolutely no reason why they should have not been able to cash it. I was never irate with nichole I was frustrated at the situation but was never irate. I was told by nichole's supervisor that they had the check and all they needed was a signature but none of this was relayed to me until after the fact. These people have been nothing but horrible to work with! Adean told me the check had been received which is why they fixed my breaks. I have a document from NAO stating they would not fix the breaks because they were waiting for pmt. I'm actually working with Bonneville collections and they suggested to get get Revdex.com involved to get them to wave the fee's. The rep I spoke with said she is going to req. That NAP drop the fee. So I'm doing everything I can to resolve this I always have been. It is 100% adean alex and allies fault this happened and if Revdex.com can't help I'll involve a lawyer I have plenty of proof to prove they are lying!! 
Sincerely,
Andrea C[redacted]

Complaint: [redacted]
I am rejecting this response because: I will fix my car on my own, I want to make sure NAP doesn't screw other nice customers.  Your attitude toward the very poor handling of my situation is unacceptable.  My next step will be to call the news stations in the SLC and let them report my story.  I think the only way this gets better for me is NAP puts a sign outside saying "HIGH PRESSURE SALES TACTICS" so other customers know what they are getting into before steeping a foot on your lot.
Sincerely,
[redacted]

Thank you for sending me the email. I would like to address this will my sales team and also our Online internet/web management company to prevent any further errors for our customers in the future. For good measure I am willing to refund you the etch cost. Due to financing we would have to send this amount back to the bank that is providing your financing. If you have paid off the loan, please provide me with proof of payoff and the check can be sent directly to you. I appreciate you reaching out to me and giving me the opportunity to work with you on this matter. Please feel free to reach out to me directly at 801-307-1982 or [redacted]