NOVA auto Outlet

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: First Off That is not the way the "warranty" was explained to us from the gentleman who signed all of the papers with us the night we purchased the vehicleHe told us that the kind of warranty we had was good starting year after the date of purchase, and anything that was needed in the meantime they would take care of! I understand the as is art and I understand we signed that and that is fine I am just trying to figure out why we were told something that wasn't true Secondly every time we took the truck was a scheduled time with the dealership, we called them and they told us to bring the truck at such and such time on Saturday and they would have it taken care of! So the first time we took it in they replaced the bumper and said they checked the brakesThey also at this point had gone through the truck both front and bed of truck! Things were missing from the truck and we called them and asked why someone was going through all of the stuff and was told well we would have to check with the people that worked on it! Never heard anything back about that so we let it be! Everything was fine after that, then my husband called them back and asked if they could check out the back up camera cause it was going in and out (this started the night we drove the truck off the lot)They then said yes they would check it out and again bring it in on Saturday at such and such timeSo we did, dropped it off that morning and never heard anything from them all dayMy husband then called cand asked the status and was told nothing was done and they would need to keep it till tomorrow to fix it! Well like we said from the very beginning he can't leave it during the week cause he works in Maryland and has no other way to workI understand they might not always work on the weekend and that's fine but don't tell us we can schedule it for that day and then not do anything! Then we went to pick the truck up was when we got frustrated cause at this point it was already scheduledtimes and nothing was doneMy husband was very frustrated and did raise his voice in the office however he never cursed at anyone! He just asked if they were going to fix the vehicle and then made the comment that he should have never bought a truck from here (and I'm wishing now we didn't myself)It has been nothing but a pain with these people Thirdly, it states that we have done nothing but be rude to the company, that is so far from true! Frustrated and upset yes! The only time anything mean was said was that last day at the dealership when they said that they weren't going to help us! We were doing what we were told the night we signed the papers! Asking them about any issues we had for that first year! So if that is not the truth then they need to talk to the gentleman who signed the contract and everything with us! Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Business response is in errorI have attached a screen shot of my final statement from ***, which clearly shows that I was forced to pay exactly $in principal and interest on a car that I no longer owned, because this dealership failed to pay it off in a timely mannerI say forced because automatic payments were in fact a part of the loan contract that I had with AllyI have attached the email between Brittany and I where I clearly state exactly how much the dealership owe me: $I have attached copies of both checks that the dealership sent me, which total $Finally, I have attached a message exchange between myself and Bobby B***, the company CFO wherein he tells me that I am in error, demands that I take down my review of his dealership, and implies that I am infringing on his intellectual propertyMrB*** also implies that my time is less valuable than his when he mentions how hard I have pursued this last $1.13, which I find particularly pompous and repugnantThe reason that I have pursued it to this extant is that, unlike MrB***, I am a man of principle, and when I am wronged even in the slightest I feel very strongly that I should be made whole againThis exchange is what convinced me that I should report the business to the Revdex.com, as I believe that this behavior goes against industry best practices and violates the trust of the consumer.
Regards,
*** ***

To Whom it May Concern:I am very bothered by the statement made that we are unprofessional by this particular set of customers that we have done everything we can to assistWhen they purchased the vehicle they got a "We Owe" slip, or as they called it, an IOU that both of us signed stating exactly:
Front Bumper - Full Detail and Look at Brake PadsThat is the ONLY things that was promised to them which both were taken care of the first time they dropped off the vehicle which the brakes were checked and confirmed they were above the State Inspection limits, the chrome part of the front bumper was completely replaced, and the vehicle was detailedThe customer later came back saying there is a big scratch on the door along with other small scratches around the vehicle and that his reverse camera was not workingNone of that was promised to them as you will see attached with this letter it was not on their We Owe, however we took the truck and cleaned out the lens of the camera since the camera was working fine (it was a little blurry) and buffed the entire vehicleThe husband was not happy with the scratch on the door because although we did the best we could, it did not come completely outHe was also not happy that the camera was still blurry and informed us that it did not start messing up until he took the vehicle through a car washHe was informed that if he wishes to bring it back we would be glad to take it to the mechanic and let them diagnose the problem however the mechanic shops we use (We do not have our own mechanics, we send all our work out, which he was also informed of that) do not work on the weekends so if they are to look at it will need to be during the weekHe complained some more about how the only time he had is the weekends and all We said to him is we can do the best we can, however if the mechanics do not want to Work their days off we cannot force themHe came back on another Saturday and dropped the vehicle off now stating that we promised to fix the camera he messed up in the car wash, that we are going to paint the door with the scratch, he wants his brakes replaced and that he does not have a key for the tailgate of his truckWe showed him that the key he had is in fact the key to his tailgate and again informed him that we do not mind taking the vehicle to the mechanic and letting them diagnose the camera however it might not be able to get done that day because it is a SaturdayHe left the truck, and then called in the late afternoon to check the statusWhen he was told that the truck was not going to be able to get to the mechanic until Monday he gotrude on the phone and said he is coming to pick it upWhen he gothere he got extremely loud in the office Cursing and demanding that we have his truck fixed on a Saturday because no other day is convenient for himWhile he was yelling and cursing in our office about how horrible we are as a dealer our owner herd everything from the back office and informed our lead recon lady to let him know we are finished and no longer to help him with anythingWe tried to explain to him that we have done everything we could to assist him and for some reason even though we went above and beyond our promises We made he was still not happyThat was the last time we ever spoke to either of themIt is also mentioned in their letter that they purchased a warranty that they can't use for a year so we promised if anything happens to their vehicle we will fix it in the first yearThat is 100% fabricated from top to bottomAlong with a copy of the We Owe slip I am also attaching a copy of the Buyers Guide, Buyers Order and Acknowledgement Of Sale which ALL have their signatures that they understand they purchased this vehicle 100% from usThey did purchase a warranty through Smart Auto Care Corpwhich I called and confirmed was effective the day they drove off the lot, so where this story that the Warranty is not good for a year, and We are Covering the vehicle for a year came from I have no ideaAll I know is we have gone above and beyond to try and make them happy and nothing we do is good enough so I guess now they want to try and tarnish our nameThat is very unfortunate and I wish them the best in life however we as a Company will no longer go out of our way to try and help this couple that has been so incredibly rude to our company and the people working for usIf you have any questions please feel free to reach meat any of the provided ways below (phone or email).Sincerely,Mike G*** Nova Auto Outlet General Manager

We have received the consumer's response We appreciate the consumer's business and are deeply apologetic that the consumer feels he did not receive the excellent customer service we pride ourselves on delivering to each and every customer After carefully examining all documents, and numbers related to this case we must stand firm in our assessment that we owe no additional funds to this customer and have no further resolution to offer.Sincerely,Brittany G***, Office ManagerNova Auto Outlet

July 4, 2017It is very unfortunate that this has escalated this far, and we are in high hopes that after showing everything in black and white to both the Revdex.com and our former customer, that the harassment will stop. This complaint to the B88 is coming after many very rude phone calls to our...

secretaries and other employees, and false reviews being posted on social media outlets. We are attaching EVERYTHING with this response that we encourage you to post online and share with the consumer, What is being attached is the Bill of Sale which shows the date the vehicle was purchased, their trade, a 10 day payoff amount, and what was paid for the vehicle; a written letter from their bank that was issued on June 7th 2017 showing the INTEREST AMOUNT and new 10 day payoff; and finally copies of our checks that were paid to both their bank and them.To start, they are right that among a staff change our dealership let it fail through the cracks on getting their payoff paid in the first 10 days, As we stated to him when he brought it to our attention we take responsibility for our error and worked at a speedy rate to solve the problem, The same day we received his call we obtained a new payoff from his bank, Ally. You will see on the letter that his interest on that loan is $0.94 a day. The original 10 day payoff that was given on April 12th 2017 was $5,333.35 and valid until April 22nd 2017 (As you can see on the bill of sale). The new payoff amount was $4,690.48 and valid until June 17th207. A check was immediately issued to Ally bank for $4,690.48 and the difference from the original amount was mailed back to the customer of $648.87, This is when the rudeness and harassment began. We received another phone call from the consumer stating that we still owed him over $50 in interest that was paid by him. When we reviewed all documents we had, we discovered that there was a small amount of interest that was still owed to him; however, we let it be known to him that his amount was wrong. This infuriated him to the point of being extremely rude with multiple people who tried to explain to him that he was wrong. It was decided by our General Manager to go ahead and pay him the money he wants in an effort to 1: Keep the customer happy with us, and 2: To get the rudeness and harassment to stop, Our office manager wrote down the number of $55.44 that he was demanding, so she rounded that up to $55 and sent him a check for that amount. He had nothing showing this number, just demanding that amount). After he received this check he continued the harassment Saying we still owed him $1.13, We informed him we are not sending a check via UPS for $1.13 and if he really wants us to pay him this $1.13 (which IS NOT owed to him) that bad then we will gladly do this in person. Now, the reason we wanted to do this in person is because we would have had him sign a form saying that we owe him nothing more in yet another attempt to have him stop harassingus, instead of doing that he took to Social Media and now the Revdex.com. Here are the simple calculations from HIS BANK with the interest (As you can see in the attached papers):10 Day payoff given on 4/12/2017 good through 4/22/2017 in the amount of $5,333.35New 10 day payoff given on 6/7/2017 good through 6/17/2017 in the amount of $4,690.48I would like to explain that the reason a bank gives a 10 day payoff is so it includes ALL interest over those 10 days.Total number of days between 4/22/2017 and 6/7/2017:4646x$0.94 Daily interest: $43 due or unpaid interest.Since they were paid $56 by us and continued to get rude and harass us, and also posted negative and false information about us or social media when only $43 was due, we would appreciate them to send us a check in the amount of $13 that is owed back to us from over payment, and a written apology on the social media outlets that they bashed us on for their rudeness over their own miscalculations. Sincerely, Mike G[redacted] General Manager Nova Auto Outlet

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: First Off That is not the way the "warranty" was explained to us from the gentleman who signed all of the papers with us the night we purchased the vehicle. He told us that the kind of warranty we had was good starting 1 year after the date of purchase, and anything that was needed in the meantime they would take care of! I understand the as is art and I understand we signed that and that is fine I am just trying to figure out why we were told something that wasn't true.    Secondly every time we took the truck was a scheduled time with the dealership, we called them and they told us to bring the truck at such and such time on Saturday and they would have it taken care of! So the first time we took it in they replaced the bumper and said they checked the brakes. They also at this point had gone through the truck both front and bed of truck! Things were missing from the truck and we called them and asked why someone was going through all of the stuff and was told well we would have to check with the people that worked on it! Never heard anything back about that so we let it be! Everything was fine after that, then my husband called them back and asked if they could check out the back up camera cause it was going in and out (this started the night we drove the truck off the lot). They then said yes they would check it out and again bring it in on Saturday at such and such time. So we did, dropped it off that morning and never heard anything from them all day. My husband then called cand asked the status and was told nothing was done and they would need to keep it till tomorrow to fix it! Well like we said from the very beginning he can't leave it during the week cause he works in Maryland and has no other way to work. I understand they might not always work on the weekend and that's fine but don't tell us we can schedule it for that day and then not do anything! Then we went to pick the truck up was when we got frustrated cause at this point it was already scheduled2 times and nothing was done. My husband was very frustrated and did raise his voice in the office however he never cursed at anyone! He just asked if they were going to fix the vehicle and then made the comment that he should have never bought a truck from here (and I'm wishing now we didn't myself). It has been nothing but a pain with these people.     Thirdly, it states that we have done nothing but be rude to the company, that is so far from true! Frustrated and upset yes! The only time anything mean was said was that last day at the dealership when they said that they weren't going to help us! We were doing what we were told the night we signed the papers! Asking them about any issues we had for that first year! So if that is not the truth then they need to talk to the gentleman who signed the contract and everything with us! 
Regards,
[redacted]