New Era of Roanoke Used Cars

Review: I paid $1,900 cash down payment on a 1999 Chevy Silverado pick up truck, and signed a contract for the vehicle, on Monday April 13, 2015. The owner said my vehicle would be ready to pick up by the end of the next business day. I never heard back from them, and went by there on Wednesday, nobody was there. Thursday I called and the phone number was disconnected. I then worried, and called the police, and the filed my complaint. That evening the owner called me from his cell phone, and feed me a line of bull. He promised to get me in a vehicle Thursday evening and did not.It is Friday and still no vehicle and he refuses to give back my money and I have still not taken ownership or received a vehicle for the $1,900 cash that I paid.I would like my money refunded back to me in order to resolve this issue, for I have not received anything for my money.Desired Settlement: I would like to be refunded my $1,900 and cancel this contract agreement for he did not deliver what was promised.

Business

Response:

My name is [redacted], the owner of New ERA Sales, located at [redacted]. My reason for writing this in the length I have is because of the details behind the circumstances being such a bad look that I feel we must explain ourselves, again. The accuracy of the story below is incorrect as I have the logs to show when and what was done on my end to correct this matter in a way that would satisfy the customer as I have always aim to do no matter the cost. I have a very strict refund policy and it is that if there is no way of completion of a vehicle (having it road worthy and ready to go for the customer) or if the cost to correct a matter is worth more than the vehicle itself and our company deems it not worth it, then and only then will we refund. The reason behind that is very simple. If we have already started on a vehicle then we have costs, if we have paperwork, sales commissions and other debts owed directly to said vehicle then we have costs, not to mention the chances of everyone asking for the same thing and my treating every customer the same, even family. I specifically said to the gentleman that that would not be in either parties favor and explained why the very first attempt at refund only to end the call by agreeing to provide the vehicle as promised originally that he still has yet to accept. The vehicle has been there waiting on him for a week now, as he knows and my text messages will prove. On Monday, the date of purchase, the gentleman was told he could pick a vehicle up the following day if his wasn't done the date of the sell as both parties knew the causes for the chance of length of repair. (Windshield, finding a good door panel that we are still waiting to be shipped in, front end work such as ball joints etc) all things that were explained to the gentleman except I had thought the ball joint to simply be the sway bar bushings. Since I do not and have never sold vehicle's that are a safety issue or not up to New ERA's standards I've gone above and beyond the call of duty in several instances to resolve any mechanical issues for sake of the vehicle and customer. When I spoke to the gentleman I did not forsee the issues with my prior staff arising and did not know that I would have a vacancy in staff that day or I would've fixed it immediately. I did not know though, so there is my 'line of bull' explained. Also, the phone number at the dealership is a very serious matter that is to be discussed with the company and [redacted], not something that should be discussed or resolved through Revdex.com or anyone else. Long story end short, my phone number at both of my locations spell out the name of my business. I paid good money for these numbers and [redacted] has lost one properties number in port from [redacted] and I've maintained a steadfast response to them that I will NOT pay until the problem is fixed. It started on 12/02/14, so that shouldn't be an issue when the other number provided leads directly to me and is advertised more than any other number. Had I known I did not have someone at that specific location on Wednesday sooner and I had someone trying to contact me I would respond in some manner or get to them asap as always. Which leads us up to the Thursday conversation in which is the only day that I take a one hour break for personal time with my family for personal reasons, not to mention someone was already at the dealership by Friday and we resumed business as usual. When I called Thursday I explained everything in a very honest manner and explained I would call him as soon as I could. Per his response to text message of "I will be available to speak until midnight I explained that I didn't know when I would be able to but I promised to contact that night, I called and texted at 11:32 and 11:34 per his response of "I am up until midnight so any time before that is fine". Doesn't seem I've done any wrong or contacted past a time I shouldn't (or per the customer not at all), when I have permission from the gentleman to do so and explained that to him. My first date of contact after purchase with the customer was the date after the sale. My understanding was he was picking a vehicle up as a temporary loaner vehicle and as I also have three other companies to run I put my cell phone available to my customer's as a convenience and that alone is very rare, so my getting back to him the next time on Thursday was because I don't always have time to check the messages, but I do, will and always have kept every promise I am able and this is another case of just that. The customer has very clearly, with witnesses and in text (as he was asked if that was ok because it allows me time to get back to him when able) turned down or changed the subject when I asked him about picking up the loaner vehicle and I have asked or tried to deliver said vehicle literally at least ten times minimum. (Witnesses and texts will back this, as should the customer) The last response I got to asking in the last phone call with the gentleman about the loaner vehicle was I can contact his attorney. The vehicle will be available for pickup today if all goes well, but AS WAS said at the point of this AS IS sale, things happen and for that reason alone there isn't a single customer in my entire career that has heard me say it WILL be available on this or that date. I ALWAYS remind customer's that things happen and you never know, but the vehicle that was offered to him last week all week is still sitting there available should that not be the case. I had an original response that was sent back to me typed up Friday to this complaint, but felt that the conversation held between myself and the customer on Saturday should be also stated in here, which is when he continuously over and over denied answering "where to deliver his loaner, when would you like to pick up your loaner, how can we get you the loaner that you say we aren't providing, etc". Not to mention both phone calls have started by his stating that we have a mutual friend that bought a vehicle from me that he personally got seven years out of that was already high mileage upon purchase and that he knows that I have a good name in the industry and keep my word. This isn't a case of New ERA not doing as promised. We always aim to and always will. I have a total of sales and years in this industry that the customer always ends up happy every single time that says I'm very sure that this situation isn't being handled properly true, but not from the businesses end. So I will end this by again stating that we have the loaner vehicle available now and will have it, but his vehicle will also be ready to pick up today as well. We are very very sorry for the inconvenience on not having the actual vehicle he bought delivered immediately as we always also aim to do, but again situations arise that cause things to take longer than expected. Examples of: ---Axle was defective part and took two days to correct by the parts store, not us. -Windshield company had to come back out the following day which held us up.-Door panel is literally at NO salvage yards in the valley in good condition and is being waited to be shipped in, I have pictures of the ones in the area we have found. -There are more, but those suffice taking longer in the eyes of myself, the owner, in regards to my techs who have spent one 20 hour day on the vehicle just to try to correct this properly. I'm very sorry for any inconvenience to the customer and am willing to provide any information needed to help make a better understanding to customer, Revdex.com and the public, necessary. We will stand behind our vehicles, so that requires extra time sometimes. Thank you for your business as always and we will always try to help in any way possible, I just do not do refunds over buyer's remorse after the point of sale or I wouldn't be in business and would require to do it for everyone. [redacted]President/Dealer-OperatorNew Era of Roanoke Used Cars [redacted]

Consumer

Response:

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.I have read everything that the Owner of New Era has written, and all is not correct! He has lied on many occasions to me, dragged me around, and was bying himself more time, today is Tuesday April 21st and company phone number is still out of service, he has been completely impossible to deal with thus far, he offered a loaner car to me on Thursday but failed to keep his word, the manner in which he runs his buisness is very unpleasant and unprofessional, and I would no longer want to do business with him in the future. I have been put through a severe amount off stress, missed my doctors appointment resulted in a $90 visit being billed to me for not giving 24 hour notice, and now have no more of my blood pressure pills, which could result in health problems, also my 11 year old son was sick this past Friday, and not having a car, I could not pick him up from school. All this could have been avoided if he gave me the truck when promised or a loaner car. I have been through way to much anxiety dealing with this buisness and no longer want to have dealings with them anymore.

Regards,