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 [redacted] ***
[redacted] , Thank you so much for contacting us through the Revdex.comWe apologize for the inconvenience, but were unaware that you had any issues recentlyWe do note that on 11/a newly hired employee did draft your account for a regular payment by mistake, which you brought to our attention and we explained, then the payment was refunded to you immediatelyWhen that refund was made to you, you also made a commitment to make your past due payment on 11/We have not heard from you since 11/On 11/28/the recurring system drafted one payment plus a late fee of $3.85, a fee you are notified of in your finance contract, due to your account being past due more than daysThis fee has been drafted on a prior payment with your accountDue to your troubles and the routine nature of your recurring autodraft not being available as scheduled, we will remove this feature from your accountYou will need to make your payments in person, or feel free to make them over the phone, being mindful of the $convenience fee for paying by phoneWe are in the process of setting up online payments and text payments to help alsoPlease contact us at [redacted] to make arrangements to bring your account currentWe apologize for any inconvenience you may have experienced
Ms*** did in fact purchase a vehicle on June 2nd, We issued, as required by South Carolina state law, a day temporary license plateI do not know what the customer was told by our staff, by they are all trained to advise every customer that it may take up to days, depending on the
volume of business at the South Carolina DMVBased on the purchase date of the vehicle, the temporary tag expired at the end of the day on July 17, If you will notice in the attachment, the license plate was issued on July 17, This is within the law and legal limits of South Carolina and would not normally be an inconvenience to any customer, as they can immediately come by to pick up their license platesThe customer's license plate has been in our office available for pick up, prior to the expiration of her temporary license plate. However, the issues lies in the fact that this customer moved out of state immediately after purchasing the vehicleThe customer would not have been sold a vehicle had this fact been disclosed at the time of financing, and was a complete to surprise to the businessThe customer attempted to register the vehicle in her new state of residence, Ohio, but was unable to do so because she does not have the title to the car, because she has a lien on it In South Carolina, the Department of Motor vehicles will issue the license plate directly to the dealer, but the titles are mailed to us weeks, sometimes more than a month, after the license plates are issuedSince we are the lienholder, the title is our property and we do not have a rush to get itIt gets here when it gets here since most people do not pay off their vehicles in a matter of two or months nor have need of a title immediatelyThe Ohio state tax office sent us a request to send them the title to the car on July 11th, 2017, so that they can process it into an Ohio title, and return it to us with our lien on itHowever, I can not send Ohio a title that I have not receivedI have completely fulfilled my duty as a car dealer in the state of South Carolina and license plates were issued in a time frame required by lawWhen I receive the title to the car, I will send it to the State of Ohio, but it is not possible for me to do it before then.We did speak to the customer on 7/19/and are mailing her license plate to an address she provided at our expense
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Ms***, We understand that you are upset regarding your account with Family Auto of Greenville, LLCWe hoped you would have allowed the proper people to address your concerns as you requested complaints, since you did stated you wanted somebody to address this before you would
register formal complaintsWe could argue many points in your statement as not being true, but that would not help resolve your matter The car was in fact at the dealership on 5/13/2017, months after it was purchasedIt is a requirement that a form must be signed stating that you did return the vehicle yourself and chose to do so of your own free will in order for it to be reported as a voluntary surrenderSince you have stated in your written complaint that you were the one who turned it in and that you made the decision on your own to do so, we will attempt to resend the the status of your account to the Equifax Credit Bureau. We will report it as a voluntary surrenderWe can not guarantee that the Credit Bureau will accept the change to the account status since it has been more than days since the account was closedWe will actually report this change to the Credit Bureau today, December 30th, It may take a few weeks for Equifax to process thisIn the event they do not accept the change, the only way to get it changed would be for you to register a dispute to the Equifax Credit BureauThis is generally a very easy process, but only you can initiate the changeIf you have any questions or concerns, please contact Anthony L** at Family Auto by calling 864-*** or email at ***familyautoofgreenville.com
Dear [redacted] We wanted to thank you for notifying the Revdex.com of the problem you are experiencing with your account. [redacted]s the manager of that location of Family Auto and states that neither you, nor the primary account holder, have ever notified...
him of any issues or complaints in regard to this account. We would have been happy to address your concerns just as quickly had you contacted as at any point. We apologize for any inconvenience that you may have experienced with our company. First, let us assure you that your account has been notated and no one will be contacting your employer or your references at any point in the future. You are a very good customer, attempting to make payments consistently. However, it appears that we have the opportunity to bring your account completely current and we have been trying to reach to discuss this with you since your account is being negatively impacted. As you stated in your complaint we would have not been able to reach you through the information you originally provided and had no alternate means to contact you. We have also been unable to speak to you in person because you only make payments through our drop box, presumably after hours. When you signed your contract paperwork (attached), you agreed that we could reach out to your employer and references to communicate with you when we are unable to reach you after multiple attempts. I assure you that no personal or private information has been divulged to anyone and that that the only message we leave with any non account holder is to have you, "the customer" contact Family Auto and we then provide our phone number. Again, we truly apologize for the inconvenience and have removed your reference and employer information from the system. If you would like to discuss this further or learn how we can assist you in getting the account completely current, please call the office at [redacted]. Please remember that communicating with us will always result in a solution.Sincerely,Family Auto of Greenville
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. [redacted]
[redacted]
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.
Regards,
[redacted]
Mr. [redacted], I understand that you have been offered a decision by Family Auto of Greenville regarding your vehicle and are not satisfied with that determination. I would like to state the facts of the situation in this case and put our decision in writing for you....
On August 29th, 2017 you came to the office with wife. You purchased a Dodge Avenger in your name for the use of your wife. You and your wife were satisfied with that vehicle at the time of purchase, other than replacing 2 tires on the car. You paid $3000 down on that vehicle along with signing a receipt stating that all funds were non-refundable, and you also signed a credit card authorization statement indicating that you authorized the charges and understood that the charges could not be disputed. The very next morning, August 30th, 2017, you came back to the dealership and stated that you were getting a divorce and wanted your money back so that you could buy a motorcycle. You also stated that the relationship issues have been going on for a long time and that you knew better than to buy a car hoping that it would resolve your marital issues. We advised you that you had the choice to turn the vehicle in, but we were not going to refund the money you had paid down on the vehicle. You then expressed that you were dissatisfied with the vehicle itself and stated it had various mechanical issues, including a bad transmission and that the car was a lemon. Then your wife came into the business and told us she was divorcing you, in front of you and all of the staff, and taking “your” car and was leaving you here with the Avenger you purchased. I genuinely felt sympathy for you and allowed you to pick a different vehicle that you preferred. You took several hours to check and test drive many vehicles and found the 2010 Chevy Malibu that was running great, despite having a check engine light on, and you expressed your gratitude and satisfaction. We agreed to diagnose the check engine light on a “we owe” form. On a side note, immediately after you bought your new vehicle, we had the Avenger inspected by a certified transmission specialist who stated the transmission was working as it should. We then took the Avenger to another mechanic shop to address the other complaints you expressed on the vehicle and those mechanics found nothing wrong with the car, other than that the car did in fact need 2 tires, which we replaced. We have since sold that Avenger to another individual who has not had a single complaint regarding the car you described as a lemon. The very next morning after you purchased the 2010 Chevy Malibu, you called the dealership repeatedly asking question after question about the vehicle and suggested that the car had been in an accident. We advised you that [redacted] indicated the car had not been in a reported accident. It was our belief that you were trying to find fault in that vehicle and grounds to return it at that point. The weekend after you purchased your vehicle, the car did stop operating because the timing chain broke. We had it towed and repaired at no cost to you. There were no engine lights on the car after it was repaired and we believed the original we owe item had been resolved. Shortly after you got the car back, the check engine light came back on. We had to take it to another shop because the garage that had repaired the timing kit was not able to get to the job immediately. It was determined that a solenoid related to the timing was the original issue that caused the timing to go out, but it was not detected when the timing chain was replaced at the first shop. Again, after this repair, the check engine light was no longer on. It has been my understanding that since that repair was done to the solenoid, you have contacted that second shop constantly for questions about your car, even on nights and weekends. You stop by that shop on a regular basis and have even become friends with the shop owner. It is because of this relationship and extraordinary customer service they offer that I do not understand your request to have your car looked at by another “certified” mechanic shop. I also understand that the original check engine light code, indicated on the “we owe” form, came back on despite the car running fine, and that shop has had the opportunity to diagnose the issue and had to special order the part from the dealer, which should be in any day for final completion while you continue driving your vehicle. Mr. [redacted], I understand that you care about your investment in this used vehicle. This vehicle is in good condition according to the two unrelated mechanic shops that have worked on the car, but the fact is all machines made by men may break or stop operating at any time, even new ones. Your Chevy Malibu had the one issue you knew about when you purchased the car, which was the check engine light indicated on a “we owe” form, and then one other issue of a mechanical failure of a timing solenoid that caused the timing chain to go bad. This second event was undetectable and could not have been anticipated. I also understand that you may have some remorse over the decisions that you have made, however this does not constitute any wrongdoing on the part of the dealership or the mechanical shops that have serviced your vehicle. I would like to remind you that you have not paid a single out of pocket expense for the repairs that have been performed on your car, and you have received several hours of free diagnostic work and free mechanical advice to address your concerns. We are not willing to refund any money as you were notified and made well aware of our terms before purchasing the vehicle regarding your down payment. I recall explaining it to you in detail our services, our inventory, and our loans, advising that if you were not comfortable with it we would not pressure you to decide today, and you were left alone for as long as you needed to make a decision. We have provided services and repairs that we were not required to do at our expense, as well as at the generous expense of other businesses, all in an effort to address every single concern you have regarding your purchase, whether it was valid or not. I know of very few businesses willing to offer this level of customer service, and none of them are car dealerships. Secondly, we have full faith and confidence in the shops that we use and find them to be fair priced, honest, and willing to guarantee their work. It had seemed that you had felt the same way. We insist the repair being performed in regard to the “we owe” be completed at the shop we choose, since we are responsible for it. If you would like to take full financial responsibility and the chance at guessing which facility is better than another, you certainly have the choice to take the vehicle anywhere you would like for service or maintenance. If you intend to have repairs made under the terms and conditions of the warranty, please confirm that you choose a mechanic shop approved by the warranty company before authorizing repairs. You can simply call [redacted] Vehicle Protection at [redacted] to find out more details about how to determine if a business is an approved repair facility. Please also understand that any additional concerns or repairs will be subject to the terms of the warranty, including applicable fees and deductibles, since as it has been determined there are no detected or known mechanical issues at this time that have not been addressed by two independent, unrelated mechanical shops. Please understand that we will offer customer service like no one else and will help you in any way we can in the future. Sincerely, Anthony * L** General Manager
[redacted], Thank you so much for contacting us through the Revdex.com. We apologize for the inconvenience, but were unaware that you had any issues recently. We do note that on 11/18 a newly hired employee did draft your account for a regular payment by mistake, which you brought to...
our attention and we explained, then the payment was refunded to you immediately. When that refund was made to you, you also made a commitment to make your past due payment on 11/20. We have not heard from you since 11/18. On 11/28/15 the recurring system drafted one payment plus a late fee of $3.85, a fee you are notified of in your finance contract, due to your account being past due more than 10 days. This fee has been drafted on a prior payment with your account. Due to your troubles and the routine nature of your recurring autodraft not being available as scheduled, we will remove this feature from your account. You will need to make your payments in person, or feel free to make them over the phone, being mindful of the $4.00 convenience fee for paying by phone. We are in the process of setting up online payments and text payments to help also. Please contact us at [redacted] to make arrangements to bring your account current. We apologize for any inconvenience you may have experienced.
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 [redacted] ***
[redacted] , Thank you so much for contacting us through the Revdex.comWe apologize for the inconvenience, but were unaware that you had any issues recentlyWe do note that on 11/a newly hired employee did draft your account for a regular payment by mistake, which you brought to our attention and we explained, then the payment was refunded to you immediatelyWhen that refund was made to you, you also made a commitment to make your past due payment on 11/We have not heard from you since 11/On 11/28/the recurring system drafted one payment plus a late fee of $3.85, a fee you are notified of in your finance contract, due to your account being past due more than daysThis fee has been drafted on a prior payment with your accountDue to your troubles and the routine nature of your recurring autodraft not being available as scheduled, we will remove this feature from your accountYou will need to make your payments in person, or feel free to make them over the phone, being mindful of the $convenience fee for paying by phoneWe are in the process of setting up online payments and text payments to help alsoPlease contact us at [redacted] to make arrangements to bring your account currentWe apologize for any inconvenience you may have experienced
Ms*** did in fact purchase a vehicle on June 2nd, We issued, as required by South Carolina state law, a day temporary license plateI do not know what the customer was told by our staff, by they are all trained to advise every customer that it may take up to days, depending on the
volume of business at the South Carolina DMVBased on the purchase date of the vehicle, the temporary tag expired at the end of the day on July 17, If you will notice in the attachment, the license plate was issued on July 17, This is within the law and legal limits of South Carolina and would not normally be an inconvenience to any customer, as they can immediately come by to pick up their license platesThe customer's license plate has been in our office available for pick up, prior to the expiration of her temporary license plate. However, the issues lies in the fact that this customer moved out of state immediately after purchasing the vehicleThe customer would not have been sold a vehicle had this fact been disclosed at the time of financing, and was a complete to surprise to the businessThe customer attempted to register the vehicle in her new state of residence, Ohio, but was unable to do so because she does not have the title to the car, because she has a lien on it In South Carolina, the Department of Motor vehicles will issue the license plate directly to the dealer, but the titles are mailed to us weeks, sometimes more than a month, after the license plates are issuedSince we are the lienholder, the title is our property and we do not have a rush to get itIt gets here when it gets here since most people do not pay off their vehicles in a matter of two or months nor have need of a title immediatelyThe Ohio state tax office sent us a request to send them the title to the car on July 11th, 2017, so that they can process it into an Ohio title, and return it to us with our lien on itHowever, I can not send Ohio a title that I have not receivedI have completely fulfilled my duty as a car dealer in the state of South Carolina and license plates were issued in a time frame required by lawWhen I receive the title to the car, I will send it to the State of Ohio, but it is not possible for me to do it before then.We did speak to the customer on 7/19/and are mailing her license plate to an address she provided at our expense
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Ms***, We understand that you are upset regarding your account with Family Auto of Greenville, LLCWe hoped you would have allowed the proper people to address your concerns as you requested complaints, since you did stated you wanted somebody to address this before you would
register formal complaintsWe could argue many points in your statement as not being true, but that would not help resolve your matter The car was in fact at the dealership on 5/13/2017, months after it was purchasedIt is a requirement that a form must be signed stating that you did return the vehicle yourself and chose to do so of your own free will in order for it to be reported as a voluntary surrenderSince you have stated in your written complaint that you were the one who turned it in and that you made the decision on your own to do so, we will attempt to resend the the status of your account to the Equifax Credit Bureau. We will report it as a voluntary surrenderWe can not guarantee that the Credit Bureau will accept the change to the account status since it has been more than days since the account was closedWe will actually report this change to the Credit Bureau today, December 30th, It may take a few weeks for Equifax to process thisIn the event they do not accept the change, the only way to get it changed would be for you to register a dispute to the Equifax Credit BureauThis is generally a very easy process, but only you can initiate the changeIf you have any questions or concerns, please contact Anthony L** at Family Auto by calling 864-*** or email at ***familyautoofgreenville.com
Dear [redacted] We wanted to thank you for notifying the Revdex.com of the problem you are experiencing with your account. [redacted]s the manager of that location of Family Auto and states that neither you, nor the primary account holder, have ever notified...
him of any issues or complaints in regard to this account. We would have been happy to address your concerns just as quickly had you contacted as at any point. We apologize for any inconvenience that you may have experienced with our company. First, let us assure you that your account has been notated and no one will be contacting your employer or your references at any point in the future. You are a very good customer, attempting to make payments consistently. However, it appears that we have the opportunity to bring your account completely current and we have been trying to reach to discuss this with you since your account is being negatively impacted. As you stated in your complaint we would have not been able to reach you through the information you originally provided and had no alternate means to contact you. We have also been unable to speak to you in person because you only make payments through our drop box, presumably after hours. When you signed your contract paperwork (attached), you agreed that we could reach out to your employer and references to communicate with you when we are unable to reach you after multiple attempts. I assure you that no personal or private information has been divulged to anyone and that that the only message we leave with any non account holder is to have you, "the customer" contact Family Auto and we then provide our phone number. Again, we truly apologize for the inconvenience and have removed your reference and employer information from the system. If you would like to discuss this further or learn how we can assist you in getting the account completely current, please call the office at [redacted]. Please remember that communicating with us will always result in a solution.Sincerely,Family Auto of Greenville
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. [redacted]
[redacted]
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.
Regards,
[redacted]
Mr. [redacted], I understand that you have been offered a decision by Family Auto of Greenville regarding your vehicle and are not satisfied with that determination. I would like to state the facts of the situation in this case and put our decision in writing for you....
On August 29th, 2017 you came to the office with wife. You purchased a Dodge Avenger in your name for the use of your wife. You and your wife were satisfied with that vehicle at the time of purchase, other than replacing 2 tires on the car. You paid $3000 down on that vehicle along with signing a receipt stating that all funds were non-refundable, and you also signed a credit card authorization statement indicating that you authorized the charges and understood that the charges could not be disputed. The very next morning, August 30th, 2017, you came back to the dealership and stated that you were getting a divorce and wanted your money back so that you could buy a motorcycle. You also stated that the relationship issues have been going on for a long time and that you knew better than to buy a car hoping that it would resolve your marital issues. We advised you that you had the choice to turn the vehicle in, but we were not going to refund the money you had paid down on the vehicle. You then expressed that you were dissatisfied with the vehicle itself and stated it had various mechanical issues, including a bad transmission and that the car was a lemon. Then your wife came into the business and told us she was divorcing you, in front of you and all of the staff, and taking “your” car and was leaving you here with the Avenger you purchased. I genuinely felt sympathy for you and allowed you to pick a different vehicle that you preferred. You took several hours to check and test drive many vehicles and found the 2010 Chevy Malibu that was running great, despite having a check engine light on, and you expressed your gratitude and satisfaction. We agreed to diagnose the check engine light on a “we owe” form. On a side note, immediately after you bought your new vehicle, we had the Avenger inspected by a certified transmission specialist who stated the transmission was working as it should. We then took the Avenger to another mechanic shop to address the other complaints you expressed on the vehicle and those mechanics found nothing wrong with the car, other than that the car did in fact need 2 tires, which we replaced. We have since sold that Avenger to another individual who has not had a single complaint regarding the car you described as a lemon. The very next morning after you purchased the 2010 Chevy Malibu, you called the dealership repeatedly asking question after question about the vehicle and suggested that the car had been in an accident. We advised you that [redacted] indicated the car had not been in a reported accident. It was our belief that you were trying to find fault in that vehicle and grounds to return it at that point. The weekend after you purchased your vehicle, the car did stop operating because the timing chain broke. We had it towed and repaired at no cost to you. There were no engine lights on the car after it was repaired and we believed the original we owe item had been resolved. Shortly after you got the car back, the check engine light came back on. We had to take it to another shop because the garage that had repaired the timing kit was not able to get to the job immediately. It was determined that a solenoid related to the timing was the original issue that caused the timing to go out, but it was not detected when the timing chain was replaced at the first shop. Again, after this repair, the check engine light was no longer on. It has been my understanding that since that repair was done to the solenoid, you have contacted that second shop constantly for questions about your car, even on nights and weekends. You stop by that shop on a regular basis and have even become friends with the shop owner. It is because of this relationship and extraordinary customer service they offer that I do not understand your request to have your car looked at by another “certified” mechanic shop. I also understand that the original check engine light code, indicated on the “we owe” form, came back on despite the car running fine, and that shop has had the opportunity to diagnose the issue and had to special order the part from the dealer, which should be in any day for final completion while you continue driving your vehicle. Mr. [redacted], I understand that you care about your investment in this used vehicle. This vehicle is in good condition according to the two unrelated mechanic shops that have worked on the car, but the fact is all machines made by men may break or stop operating at any time, even new ones. Your Chevy Malibu had the one issue you knew about when you purchased the car, which was the check engine light indicated on a “we owe” form, and then one other issue of a mechanical failure of a timing solenoid that caused the timing chain to go bad. This second event was undetectable and could not have been anticipated. I also understand that you may have some remorse over the decisions that you have made, however this does not constitute any wrongdoing on the part of the dealership or the mechanical shops that have serviced your vehicle. I would like to remind you that you have not paid a single out of pocket expense for the repairs that have been performed on your car, and you have received several hours of free diagnostic work and free mechanical advice to address your concerns. We are not willing to refund any money as you were notified and made well aware of our terms before purchasing the vehicle regarding your down payment. I recall explaining it to you in detail our services, our inventory, and our loans, advising that if you were not comfortable with it we would not pressure you to decide today, and you were left alone for as long as you needed to make a decision. We have provided services and repairs that we were not required to do at our expense, as well as at the generous expense of other businesses, all in an effort to address every single concern you have regarding your purchase, whether it was valid or not. I know of very few businesses willing to offer this level of customer service, and none of them are car dealerships. Secondly, we have full faith and confidence in the shops that we use and find them to be fair priced, honest, and willing to guarantee their work. It had seemed that you had felt the same way. We insist the repair being performed in regard to the “we owe” be completed at the shop we choose, since we are responsible for it. If you would like to take full financial responsibility and the chance at guessing which facility is better than another, you certainly have the choice to take the vehicle anywhere you would like for service or maintenance. If you intend to have repairs made under the terms and conditions of the warranty, please confirm that you choose a mechanic shop approved by the warranty company before authorizing repairs. You can simply call [redacted] Vehicle Protection at [redacted] to find out more details about how to determine if a business is an approved repair facility. Please also understand that any additional concerns or repairs will be subject to the terms of the warranty, including applicable fees and deductibles, since as it has been determined there are no detected or known mechanical issues at this time that have not been addressed by two independent, unrelated mechanical shops. Please understand that we will offer customer service like no one else and will help you in any way we can in the future. Sincerely, Anthony * L** General Manager
[redacted], Thank you so much for contacting us through the Revdex.com. We apologize for the inconvenience, but were unaware that you had any issues recently. We do note that on 11/18 a newly hired employee did draft your account for a regular payment by mistake, which you brought to...
our attention and we explained, then the payment was refunded to you immediately. When that refund was made to you, you also made a commitment to make your past due payment on 11/20. We have not heard from you since 11/18. On 11/28/15 the recurring system drafted one payment plus a late fee of $3.85, a fee you are notified of in your finance contract, due to your account being past due more than 10 days. This fee has been drafted on a prior payment with your account. Due to your troubles and the routine nature of your recurring autodraft not being available as scheduled, we will remove this feature from your account. You will need to make your payments in person, or feel free to make them over the phone, being mindful of the $4.00 convenience fee for paying by phone. We are in the process of setting up online payments and text payments to help also. Please contact us at [redacted] to make arrangements to bring your account current. We apologize for any inconvenience you may have experienced.