New Age Auto

Thank you for the phone call yesterday in reference to the concern a buyer has brought to you regarding the purchase of a Suzuki Sidekick back on 12-08-2016.Let me first respond by informing the Revdex.com that the complainant [redacted] has no basis for any type of correspondence regarding this matter, as he had no hand in the purchase of this vehicle, only his wife (see Buyers Order attached)With that being said, I would ask that the complaint be removed all together.-- --However, as it relates to his wife, [redacted] , I will provide the following response as it relates to the purchase of this vehicle:The vehicle was purchased by the dealership as a one owner donation unit having only 41k miles on it (clearly it had sat parked most of its life)Upon purchasing the vehicle I drove it for a brief period of time without incident or issue, prior to parking it out for sale (This is standard practice for us, as we drive most all units prior to being offered for sale, because with a "used" vehicle, we all know anything can happen at any timeSo we personally drive them to diagnose and repair any known issues) Mrand Mrs [redacted] stopped by and looked at Sidekick with a $4,price on it, on or about Decemebr 6, [redacted] came in on December 8, and ask about bartering the price downI informed her that with full price, an extended warranty is offered the CARS Protection Plus, but on offers below full price, there was no warranty, unless the customer pic out-of-pocket for itMrs [redacted] opted to negotiate the purchase price down to $3,and opted to NOT purchase the extended warranty stating the vehicle was for her grand daughter and her boyfriend and they could pay for the warranty if they choseI informed [redacted] that the vehicle would be available for delivery on Saturday Decemeber 10, She agreed that would be ok, and paid for the vehicle in cash, in full, and signed the Buyers Order indicating the vehicle was sold with No Warranty (copy attached), and also signed the federal Buyers Guide which also stated the vehicle was sold with No Warranty (copy attached)Saturday morning came and Mrand Mrs [redacted] came with their grand daughter, her newborn child and boyfriend to pick up the vehicleAs of that morning, it was still undetermined whom the vehicle was going to be titled to, i.eMrs [redacted] or the grand daughterBecause I did not have the title in hand, I ask that they call me and inform me, and we would do the paperwork accordingly (Note: [redacted] did call and leave a voicemail the following week to place the vehicle into her name only, which I still have saved on my phone).When the two couples left, I also left as we are ONLY OPEN Tuesday, Wednesday and Thursday each weekThe hours are posted and Mrs [redacted] was well aware of suchA few hours after the purchase, the grand daughters boyfriend called and said the vehicle didnt seem to have the power of the newer Suzuki Vitara they had been driving that belonged to Mrand Mrs [redacted] I informed him that the vehicle was much older, had a smaller engine, and that it had sat most its life based on its mileage, so it just needed to be driven more frequently, but that it wouldn't have the same power or response as a newer Suzuki because they weren't the same vehicle.(After that conversation by phone, According to an employee of [redacted] the grandson came into the store where he purchased multiple cans of a detergent known as SEAFOAM which is used as a cleaning agent in gas and oilIt can also be used in slight moderation in the intakeBut the directions caution any novice user about the dangers of too much at once).On the evening of Decemeber 10, I was working in the basement of my personal residence in [redacted] when my wife and two young kids who were upstairs came down to inform me someone was outside and demanded to speak to meI went out, and it was [redacted] and [redacted] They had somehow Googled or otherwise used the internet to look up my personal residence, and took it upon themselves to show up at my personal home [redacted] said, "We have a problem"I stated, "Yes we do, you're at my house and I'm really not sure why, or how you even got my address." [redacted] stated the vehicle was at their home in [redacted] that the grandson had taken it there, had taken the plugs out of the motor and done some other things to it, and it was no longer running rightI stated that I was at home, after hours, and that if there was an issue, I would be glad to address it from work, not at homeI agreed for them to contact me on Monday December 12, Before leaving however, [redacted] got out of the car and began demanding that they be issued a refundI simply informed them, that nothing was going to happen from my home and they needed to leave immediatelywhich they did.On Monday, December 12, I spoke with [redacted] and told him I would agree to look at the vehicle if it was brought to my dealershipHe stated he did not wish to drive it, not knowing the issueSo as a courtesy, I had it towed to my dealershipUpon arriving, I saw the cans of SEAMFOAM in the backseat of the vehicle (which have previously been mentioned) (pic attached of can laying in back seat)I diagnosed the vehicle to have no compression on cylinder of the vehicleI checked thru the spark plug hole and noticed the top of the piston in the motor appeared meltedI then called Mrand Mrs [redacted] and spoke to [redacted] I informed her of what I had found, and what I had been told from the [redacted] employee [redacted] stated "I dont know what in the ***that boy did, he started taking ***apart saying it didn't run like he felt it should, and he should have just left it alone" She went on to ask about a refundI infomred her that there was no way possible we would issue a refund for something someone else has caused after the purchase of a vehicle, which this was clearly the case at hand[redacted] agreed and ask if I could work on it or if I knew where to send it to for repairI referred her to [redacted] She spoke with them, and later in the day (12th) ask if I would have the vehicle taken to them from my dealership, which as a courtesy, I did do.A few days later [redacted] called me rather belligerent demanding a refund or he was going to sue the dealerhsip, and ruin the business name, ect, ectAt that time I informed him that he had no claim to anything in this matter, as his name was nowhere on the paperwork, and any further communication from him would be considered harrassment.The following day [redacted] came into the business demanding the title to the vehicleI informed her it had been placed in the mail just as she had requested [redacted] became leud and very fowl mouthed, cursing, calling me a liar that she did not believe the title had been mailed, ectectI informed [redacted] she needed to leave, immediately, never to return, and that if she did, she would be cited for trespassing.--That was the last communication I had with anyone in the [redacted] family about this.*Note: Let me just say as a business, we have been in established since here in Waynesboro, VA with an A+ ratingWe have sold thousands of cars over the years, all used, all AS-ISWe do our best to ensure a vehicle is fully operational before selling it, we have them state inspected by a neutral 3rd party, customers are permitted to do test drives and customers are permitted to go within miles of the dealership to any repair facility to have a vehicle looked over prior to purchaseThat said, had this been an unforseen incident, we would have gladly worked with the customerBut due to the fact additives were placed incorrectly into the engine, parts to the engine were taken apart after purchase, and both the buyer [redacted] and her husband [redacted] admitted to such occurring, we do NOT feel we are at fault in any way for this unfortunate and costly mishapThe fault appears to lay in the hands of the grand daughter's boyfriend, as well as Mrand Mrs [redacted] for allowing him to do what he did.Likewise, I personally caution these folks from EVER deciding to take it upon themselves to show up at anyones personal residence like a couple of derranged lunatics, who for all purposes could have been legally arrested for stalking and trespassing by doing soThere is a proper way to conduct business during posted business hours, and there is a way to act psychoticChoose the proper way next time.Respectfully, -Rodney Soulsby II

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] #1.  In response to Mr Soulsby's claim that he had a $4000 sticker on the vehicle. That is a lie.  The vehicle had just come out of the garage from being detailed, we stopped to inquire about the price.  He mulled it over and said he was thinking around 4000 ,but he had not yet decided.  He still had to get it inspected,and he was waiting on a part#2 In response to his claim about not offering an extended warranty through Cars Protection Plus, please see the attached New Age Auto Buyers Order(2/2), which he forgot? to include in his response.  Written directive on that page clearly states 3mo. 4500 mile warranty thru CARS Protection Plus with "Rodney Soulsby SALESPERSON" and signature of same authorizing approval. It is amazing that nowhere on these document is the price of the vehicle. Are his intentions not to disclose to the State of VA and City of Waynesboro the actual selling price and pay appropriate taxes? Cash deal, who is going to know? How many other deals has he done this way? If the engine had not failed, we would none be the wiser. It also amazes me that a business would void a warranty because they haggled over a price. I don't know how Rodney Soulsby can work with the public by backtracking on his committals and changing his story by recollecting things that did not happen.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    #3.  In regards to [redacted] purchase, I am glad he took that photo. I have been open and honest with what we did in order to get help from the Dealer.  The picture clearly shows 1 can of Seafoam(about 5oz was used), 1 can of starting fluid(also about 5oz used), and the box for the air filter that had to be purchased, as there was no air filter! in the vehicle. That is all that was purchased!  Yes, we used Seafoam and starting fluid to get the Suzuki started. If, the engine was working properly then this step should not have been necessary. Between the [redacted] salesperson(who was a former military mechanic), my granddaughter's boyfriend and myself, we had to do something.     #4. In response to going to his house, we were very upset that he would not return our calls (we could not wait until Tuesday morning for him open his business). He went so far as compare his meager little business to the [redacted] empire. He stated that if we had a problem at [redacted] that we would not go to the CEO's house. On the bill of sale he is listed as the "salesperson".  A business card that was handed to us from the dealership states "[redacted]" as Owner.   We needed something done to ensure the safety of my granddaughter and 1 year old great grandson to get safely home to [redacted].  Being stranded in [redacted] or on the road waiting for a non-responsive Rodney Soulsby was not an option. We wanted help from him.   #5. Rodney Soulsby claims on Dec 12, he looked into the spark plug opening and saw a melted piston head, but on Dec 14, he called me and told me that the problem was a burnt valve. That is when he suggested [redacted] repair and the repair should cost about $800. He told us that a mechanic at [redacted]'s confirmed that we used too much Seafoam. On Dec 16 my wife asked that mechanic if he did indeed tell Rodney Soulsby that. He denied making that statement to Rodney and did not know why Rodney would say that he did.  My wife also talked to other mechanics and sales people at [redacted] who all said the Seafoam would not cause a burnt valve. On Jan 4 [redacted] Auto ordered a new head to fix the burnt valve. On Jan 18 [redacted] Auto discovered that the vehicle needed a new engine. The mechanic previously mentioned said he reached out to Rodney several to "help these folks" , but Rodney would not do anything.                                                                                                                                                                                                                                        #6. On Dec 14 Rodney initiated the telephone call to me and stated that he did nothing wrong and would not give us our money back. I was not belligerent. Yes I wanted our money back. There was no mention of my name not being on the paperwork, no mention of any further communication as harassment. I did tell him that I would "see him in court" I never mention ruining the business name, however, after all of his denials, changing stories, inaccurate retelling of events that happened etc., [redacted] should be careful as to whom she allows deal with potential customers.

Thank you for the phone call yesterday in reference to the concern a buyer has brought to you regarding the purchase of a 1997 Suzuki Sidekick back on 12-08-2016.Let me first respond by informing the Revdex.com that the complainant [redacted] has no basis for any type of correspondence regarding this...

matter, as he had no hand in the purchase of this vehicle, only his wife (see Buyers Order attached). With that being said, I would ask that the complaint be removed all together.--  --However, as it relates to his wife, [redacted], I will provide the following response as it relates to the purchase of this vehicle:The vehicle was purchased by the dealership as a one owner donation unit having only 41k miles on it (clearly it had sat parked most of its life). Upon purchasing the vehicle I drove it for a brief period of time without incident or issue, prior to parking it out for sale (This is standard practice for us, as we drive most all units prior to being offered for sale, because with a "used" vehicle, we all know anything can happen at any time. So we personally drive them to diagnose and repair any known issues).  Mr. and Mrs. [redacted] stopped by and looked at Sidekick with a $4,000 price on it, on or about Decemebr 6, 2016. [redacted] came in on December 8, 2016 and ask about bartering the price down. I informed her that with full price, an extended warranty is offered the CARS Protection Plus, but on offers below full price, there was no warranty, unless the customer pic out-of-pocket for it. Mrs. [redacted] opted to negotiate the purchase price down to $3,200.00 and opted to NOT purchase the extended warranty stating the vehicle was for her grand daughter and her boyfriend and they could pay for the warranty if they chose. I informed [redacted] that the vehicle would be available for delivery on Saturday Decemeber 10, 2016. She agreed that would be ok, and paid for the vehicle in cash, in full, and signed the Buyers Order indicating the vehicle was sold AS-IS with No Warranty (copy attached), and also signed the federal Buyers Guide which also stated the vehicle was sold AS-IS with No Warranty (copy attached). Saturday morning came and Mr. and Mrs. [redacted] came with their grand daughter, her newborn child and boyfriend to pick up the vehicle. As of that morning, it was still undetermined whom the vehicle was going to be titled to, i.e. Mrs. [redacted] or the grand daughter. Because I did not have the title in hand, I ask that they call me and inform me, and we would do the paperwork accordingly (Note: [redacted] did call and leave a voicemail the following week to place the vehicle into her name only, which I still have saved on my phone).When the two couples left, I also left as we are ONLY OPEN Tuesday, Wednesday and Thursday each week. The hours are posted and Mrs. [redacted] was well aware of such. A few hours after the purchase, the grand daughters boyfriend called and said the vehicle didnt seem to have the power of the newer Suzuki Vitara they had been driving that belonged to Mr. and Mrs. [redacted]. I informed him that the vehicle was much older, had a smaller engine, and that it had sat most its life based on its mileage, so it just needed to be driven more frequently, but that it wouldn't have the same power or response as a newer Suzuki because they weren't the same vehicle.(After that conversation by phone, According to an employee of [redacted] the grandson came into the store where he purchased multiple cans of a detergent known as SEAFOAM which is used as a cleaning agent in gas and oil. It can also be used in slight moderation in the intake. But the directions caution any novice user about the dangers of too much at once).On the evening of Decemeber 10, I was working in the basement of my personal residence in [redacted] when my wife and two young kids who were upstairs came down to inform me someone was outside and demanded to speak to me. I went out, and it was [redacted] and [redacted]. They had somehow Googled or otherwise used the internet to look up my personal residence, and took it upon themselves to show up at my personal home. [redacted] said, "We have a problem". I stated, "Yes we do, you're at my house and I'm really not sure why, or how you even got my address." [redacted] stated the vehicle was at their home in [redacted] that the grandson had taken it there, had taken the plugs out of the motor and done some other things to it, and it was no longer running right. I stated that I was at home, after hours, and that if there was an issue, I would be glad to address it from work, not at home. I agreed for them to contact me on Monday December 12, 2016. Before leaving however, [redacted] got out of the car and began demanding that they be issued a refund. I simply informed them, that nothing was going to happen from my home and they needed to leave immediately... which they did.On Monday, December 12, 2016 I spoke with [redacted] and told him I would agree to look at the vehicle if it was brought to my dealership. He stated he did not wish to drive it, not knowing the issue. So as a courtesy, I had it towed to my dealership. Upon arriving, I saw the cans of SEAMFOAM in the backseat of the vehicle (which have previously been mentioned) (pic attached of can laying in back seat). I diagnosed the vehicle to have no compression on cylinder 4 of the vehicle. I checked thru the spark plug hole and noticed the top of the piston in the motor appeared melted. I then called Mr. and Mrs. [redacted] and spoke to [redacted]. I informed her of what I had found, and what I had been told from the [redacted] employee. [redacted] stated "I dont know what in the [redacted]that boy did, he started taking [redacted]apart saying it didn't run like he felt it should, and he should have just left it alone".  She went on to ask about a refund. I infomred her that there was no way possible we would issue a refund for something someone else has caused after the purchase of a vehicle, which this was clearly the case at hand.[redacted] agreed and ask if I could work on it or if I knew where to send it to for repair. I referred her to [redacted]. She spoke with them, and later in the day (12th) ask if I would have the vehicle taken to them from my dealership, which as a courtesy, I did do.A few days later [redacted] called me rather belligerent demanding a refund or he was going to sue the dealerhsip, and ruin the business name, ect, ect. At that time I informed him that he had no claim to anything in this matter, as his name was nowhere on the paperwork, and any further communication from him would be considered harrassment.The following day [redacted] came into the business demanding the title to the vehicle. I informed her it had been placed in the mail just as she had requested. [redacted] became leud and very fowl mouthed, cursing, calling me a liar that she did not believe the title had been mailed, ect. ect. I informed [redacted] she needed to leave, immediately, never to return, and that if she did, she would be cited for trespassing.--That was the last communication I had with anyone in the [redacted] family about this.*Note: Let me just say as a business, we have been in established since 2005 here in Waynesboro, VA with an A+ rating. We have sold thousands of cars over the years, all used, all AS-IS. We do our best to ensure a vehicle is fully operational before selling it, we have them state inspected by a neutral 3rd party, customers are permitted to do test drives and customers are permitted to go within 25 miles of the dealership to any repair facility to have a vehicle looked over prior to purchase. That said, had this been an unforseen incident, we would have gladly worked with the customer. But due to the fact additives were placed incorrectly into the engine, parts to the engine were taken apart after purchase, and both the buyer [redacted] and her husband [redacted] admitted to such occurring, we do NOT feel we are at fault in any way for this unfortunate and costly mishap. The fault appears to lay in the hands of the grand daughter's boyfriend, as well as Mr. and Mrs. [redacted] for allowing him to do what he did.Likewise, I personally caution these folks from EVER deciding to take it upon themselves to show up at anyones personal residence like a couple of derranged lunatics, who for all purposes could have been legally arrested for stalking and trespassing by doing so. There is a proper way to conduct business during normal posted business hours, and there is a way to act psychotic. Choose the proper way next time.Respectfully,                               -Rodney Soulsby II