Paul Blanco's Good Car Company Fresno Inc.

Please post the following response: Dear Ms***, Thank you for bringing this matter to our attentionIt is unfortunate that your experience with Paul Blanco's Good Car Company Inland fell short of your expectationsWe work very hard to match customers with lenders, but sometimes
even our best efforts fall shortVia phone, our representatives are trained on the various circumstances presented to them by customers at the time of inquiryIt's important to note that your credit is not ran until you come to our dealershipBased on the information you shared at the time of your phone call, the representative assisting you did in fact believe you would qualify for financing. Once your application is presented to lenders, it is completely up to them as to whether or not your loan is approvedIt is difficult to discuss such matters in a public forum, but in a general sense - when the lender decides to accept the loan, they assign the down payment and the interest rateThe financial institution is the one who determines how much you will pay up front (the down payment)This is meant to demonstrate to the banks your financial ability to make payments on your loanOften times when lenders request a larger down payment (usually because of challenged credit such as a repossession, short span of employment or bankruptcy), it can feel like a denialWhen there is an approval, but the terms of the contract can not be agreed to - it can feel like a denialIf you would like to discuss the options presented to you during your appointment, we encourage you to return to the dealership so we can assist you. Thank you for being a Paul Blanco's Good Car Company customer

DearMs***, Thank you for sharing your experiences with Paul Blanco's Good Car CompanyWe are sorry we fell short of your expectationsI have researched your complaint and I was able to confirm that your tags were delivered on 10/25/Please see the accompanying information:
Shipment Origin Destination Details Action Ship Date [] Ship Date: 24-Oct-Tracking#: 1ZE10A44***Type: Shipment Commercial Ground PAUL BLANCO GOOD CAR AUTOGROUP *** *** ** SACRAMENTO CA,US Sent By: *** *** *** *** *** *** ** RIVERSIDE CA,US Attn: *** *** BUSINESS OFFICE Pieces: Weight: Copy as New View Details View/Print Void 24-OCT- Thank you for being a valued Paul Blanco's Good Car Company customerWe truly appreciate your business. Sincerely, *** *** Escalated Customer Service Manager

I am rejecting this response because:
I want the actual registration sent to me with the sticker as well to place on my plates pleaseAttaching it to this won't prevent me from getting tickets While I understand issues arise, I want a specific reason as to why this happened with our registration We were constantly given the run around, lied to by several people at your dealership, and only received help once we reporated you here to the Revdex.comThat is not how you run a business at all I don't want to hear that there's nothing you can do or you don't understand why as that is just a cop outYou need to find out what happened and hold people accountable for not doing their job

Initial Business Response /* (1000, 5, 2015/07/17) */
We apologize for the delayMs***'s GAP insurance has been canceled and the refund check has been issuedOur business offices spoke with *** *** earlier this week with this update
Initial Consumer Rebuttal /* (3000, 7,
2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you, however speaking with *** he was told that the check would be OVERNIGHTED at the beginning of this week it is now FridaySince when does OVERNIGHT mean a whole week?
Final Business Response /* (4000, 9, 2015/07/21) */
We apologize for the delaywe were waiting on the owner's signature (the owners were out of town)The check is now on its way to youHere is the UPS tracking number: 1Z166YEXXXXXXXXXXX

When our Bakersfield service center advised Ms*** to take her vehicle to the Dodge dealership, it was to have the engine light issue fixed - not to service the front brakes and padsWe do not outsource this type of service since our own in-house technicians do all brake work on our vehicles
In fact, our service manager had opened a repair order to do the brakes once the check-engine light problem was completedUnfortunately, an apparent misunderstanding led Ms*** to have Dodge fix her brakes rather than our service center.We apologize for any misunderstanding and since we would have serviced Ms***'s brakes in-house, as a gesture of goodwill we will reimburse Ms*** the $inspection fee she paid to DodgeWe will have the check issued to Ms*** at the address she provided in this complaint.With regard to Ms***'s accusation that our company sells vehicles in need of repair:Our buyers look for newer models with lower miles that are announced "green light guaranteed" at wholesale auction.All vehicles must undergo a comprehensive, industry standard, multi-point safety inspection and must PASS the inspection or be returned to auction.Ms***'s vehicle passed all safety inspections prior to her purchase of her vehicleHer vehicle was considered in safe and good condition on the date of sale.Furthermore, it is possible for a problem to occur such as an engine light after inspections that DID NOT present itself during safety inspections as was the case hereUnfortunately, we cannot predict all possible future auto part failures or alerts on a used vehicle during a safety inspection but we do use industry standard safety measures to out-rule as much as possible during a standard safety inspectionWe also offer customers (and highly recommend) extended service contracts for their added protection with coverage from between and up to years after the purchase dateWe are happy to note that Ms*** purchased a year 36,extended service contract on her vehicle for her protection.Our Bakersfield dealership GSM *** *** already provided Ms*** with a loaner and $gas card for the inconvenience of being without her vehicle during repairs. We appreciate Ms***'s business and thank her for allowing us to assist her with her transportation needs

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. Thank you for the timely assistance in this matterI am satisfied with the business' response Sincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12371481, and find that this resolution is satisfactory to me

Ms*** came to us with her concern that the airbag light came on in her vehicle shortly after purchasingWe noted that the airbag light did not come on and no problem codes showed up during our inspectionshowever, when we picked Ms***'s vehicle up from her workplace and brought it back
to our Fresno service center, our technician observed the airbag light blinking and proceeded to inspect the vehicle for problems. A scanner revealed that the airbag sensors needed replacedThe sensors would need to be ordered so the repair could not be performed on the same dayHowever, as a courtesy to Ms*** since she also had complained about her brakes, our technician resurfaced the front and rear rotors and performed a tire rotation before returning the vehicle to Ms***Ms*** requested the return of her vehicle the same day since she needed use of the vehicle for workUnfortunately, Ms*** made arrangements through the dealership to return the vehicle before the airbag sensors could be replaced.We have investigated the email conversions between Ms*** and our customer service manager ***, wherein *** included a forwarded message between *** and our service manager, ***. In no instance was *** discourteous to Ms*** in these emailsAlso no foul language was used in any email or phone conversations with Ms***. In the email conversation between only *** and *** that *** inadvertently forwarded to Ms***, *** referenced customers in general regarding free servicesHowever, this was a very general statement that most certainly was not aimed at Ms***. In fact, what WAS specifically stated regarding Ms*** and her vehicle was this statement from ***:If we do it at our dealership there's not going to be any charge whatsoever to her we will take care of it at no charge to her please let her know that part should be in hopefully by Monday.We regret that Ms*** did not want to keep the vehicle and we apologize for any misunderstanding with regard to the steps necessary to replace the airbag sensors. Our Fresno dealership general manager Wayne reluctantly agreed to let Ms*** return her vehicle because she was unhappy with our servicesMs*** dropped the vehicle off after hours on Thursday 8/25/Wayne refunded the $she paid by debit card on the same night and explained that cash refunds must be processed through our corporate offices and paid by check.On Friday 8/26/16, Ms*** came in to the dealership to sign the unwind/cancellation paperwork and our finance department in turn submitted a check request to our corporate offices for the $balanceWayne explained to her that it can take approximately business days for cash refunds to be processed. According to UPS tracking recordsMs*** received her $refund check on Wednesday, 9/7/shortly after the holiday weekend

Initial Business Response /* (1000, 5, 2015/07/22) */
Our lenders look very carefully at all the information the customer has provided as a comprehensive package during the verification processThe lender has complete discretion to accept or reject each financing opportunity during the
verification phaseWhile Ms***'s suspended driver's license was a factor in the lender's decision to turn down the deal, it was nevertheless leveraged within the context of the Ms***'s overall application profile
As our Fresno general manager *** explained to Ms***, a cash down payment refund must be processed through our business offices in Sacramento, which can take up to business days
In Ms***'s case, her refund is being expedited and we are expecting the owner to sign the refund check today so we can mail the check out to her by tomorrow

Dear Ms***,My sincerest apologies for your experienceThat is not the way we treat customers and I would like to gather more information about your circumstancesWhat possessions were taken during the repossession? Did you get your car back? What is your hourly wage for your missed work?
I'd like to work towards a resolution and this information would be tremendously helpful.Looking forward to hearing from you. *** ***Escalated Customer Service Manager/Corporate Human Resources

I am rejecting this response because:I feel that I should be compensated for the amount of time that I was making a car payment while unable to drive this car due to expired registration/tagsIf someone would have contacted me stating there was an issue getting these I would not be as upsetIt is unacceptable the way they handled this matter with the lack of communication letting this car go months without valid registration

Mr*** purchased a Toyota FR-S with Paul Blanco' s Good car Company March 11, at our Fresno locationA secondary person was added to the loan along side *** by the name of *** ***On the date of purchase *** held a credit score of and *** a credit score of
It was necessary for *** to be added to the loan because of his higher income of $in comparison to ***'s of only $a monthResulting them in an APR of Days after the vehicle was purchased it was brought in to the service department due to a check engine lightThe necessary repairs were made and the customer leftAs of 5/Mr***s' vehicle has been at our service department and he was placed in a loaner vehicleBased on the inspection of the vehicle the heavy duty high performance clutch installed was burned out due to driver errorWe will be replacing the clutch for a factory stock clutch as well as the gear syncros in the transmission along side sensorsThe vehicle should be in safe driving condition and ready for pick up by June 9th the latest

Initial Business Response /* (1000, 9, 2015/06/19) */
On May 18th, *** *** and his wife *** were present at our Bakersfield dealership working with our salesman *** *** Mr*** ended up purchasing a Chevy Impala with a $credit for his Audi taken in trade, a
$initial cash down payment, and a signed agreement to pay a deferred down payment of $(Please see attached copy of deferred down payment slip signed by *** ***)
During the course of negotiations with this customer, our General Manager *** *** discussed the deferred portion of the down payment being $or $The customers left when Mr*** told the customers we could not do any less than the last quote of $on the deferred portion of the down payment
Approximately minutes later, later, Mr*** returned without his wife and began completing the paperwork with his salesman *** and told our finance director Jared *** that he wanted to do the dealMr*** proceeded to contract Mr*** with the $tracredit, $cash down upon signing, and Mr***'s signed agreement to a $deferred down payment due on June 15, Mr*** explained all the paperwork in a manner that is consistent with our policies and procedures
A few days later, Mr*** and his wife *** came back to the dealership complaining to our General Manager Mr*** that they did not agree to the $deferred down payment and that they were recording the conversationMr*** proceeded to explain all the paperwork very clearly again to both of themMr*** also advised the customers that the lender who financed the deal had already funded the deal, and reminded them that Mr*** had signed for this deferred down payment in two places - once on the deferred down payment slip, and once on the contractThe contract itself states the $deferred down payment twice and the total down payment twice(Please see attached copy of contract signed by *** ***)
Mr***'s contention that our Bakersfield dealership took his credit card under pretense of billing only for insurance is falseWhen Mr*** was unable to adequately provide proof of insurance, he had his salesman *** assist to obtain a quote for insurance through our own company broker for Titan insuranceMr*** agreed to obtain this insurance but was only able to pay $by credit card of the $down payment required by Titan InsuranceOur dealership agreed to pay the balance on Mr***'s behalfMr*** was given a copy of the credit card receipt for this transaction(Please see attached credit card receipt signed by *** ***)
Mr*** agreed to pay the $deferred down payment per the sales contractMr*** also signed a deferred down payment credit card "slip"An impression of Mr***'s credit card was taken in order for our Accounts Receivable department to run the card for the $on the due date of June 15thMr*** was given a copy of this deferred down payment slip with the impression of his credit card on it in addition to the credit card receipt for the portion he paid of his insurance down payment
Initial Consumer Rebuttal /* (3000, 11, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There statements are we already had insurance so them "helping" us attain insurance was a lie THEY told me my insurance was not OK and wanted me to buy their insuraceWe have since got our own insurance not their expensive ***We never left my wife *** left and I asked to speak with her which took min AFTER we came to a verbal agreement to pay $NOT $
Final Business Response /* (4000, 22, 2015/07/09) */
We agree to accept your $payment on or before 7/15/You may pay in person at the Bakersfield dealership or by calling our accounts receivable department directly at XXX-XXX-XXXXThank you
Final Consumer Response /* (2000, 24, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because: I expressed my concerns of my application outcome prior to attending my appointment and the representative reassured me that I was already approved and to just bring the requested verifications

Mr*** claims that certain items were stolen from his vehicle between the time he traded the vehicle in to us on 3/18/and his repossession of the vehicle after financing fell through on another vehicle contracted through our Fresno dealership
None of our Fresno service or sales staff has
knowledge of items having been stolen from this vehicleHowever, since we have no evidence to the contrary, in good faith our general sales manager approved the following replacement parts at Mr***' request:
- stereo
- battery
- mirror
- air cleaner
- shifter
These items have already been replaced and Mr*** is now in possession of the vehicle

Initial Business Response /* (1000, 5, 2015/07/22) */
Our sincere apologies to Ms*** that the vehicle we loaned her broke down while the Dodge Grand Caravan she purchased from us was undergoing repairs
We have been in contact with Ms*** and have come to an agreement with her to
resolve the issues amicably and to her satisfactionMs *** has decided to keep the Dodge Grand Caravan and allow us to replace the engine
We have also reached out to Ms*** to accept a small compensation for the inconvenience and distress she experienced when our service center was closed and since unfortunately we could not get an Uber or taxi to her in the middle of the desert
Although we were able to start the loaner up with no trouble when our tow truck retrieved it, we appreciate Ms*** advising that the vehicle was not running properlyConsequently we are putting the vehicle through a thorough inspection (and repair if necessary) before it will be loaned out again
As we advised Ms***, we saw no engine alerts on her Grand Caravan during our multi-point industry standard inspection, and because of this, there was no cause to look for misfire historyThe vehicle also passed *** inspection, which we advised Ms*** could not have happened if the vehicle were "jimmy-rigged"
However, Dodge advised Ms*** that they discovered misfire history during required ECM re-programming of an ignition switch we had installed during standard inspectionsConsequently, we took the vehicle through a more thorough inspection to troubleshoot a possible problem that was undetectable under inspection parameters
What we did to diagnose the misfire problem:
Put plug and a coil in - still misfires
Changed the intake manifold gasket to ensure no intake leaks which can cause a misfire - still misfires
Did a block test to make sure no exhaust gases in coolant - vehicle passed *** block test
Did compression check on it, found #cylinder with low compressionmeaning bad valve, valve seat, or bad piston rings
Whether the problem is with one valve or another or bad piston rings, the decision is made that it is in the customer's best interest to replace the motor
We are happy to provide Ms*** with copies for her records of our repair orders documenting all work performed on her vehicle by our service center
We greatly appreciate Ms*** allowing us to work with her to resolve these issues amicably and to her satisfaction, and for allowing us to assist her with her transportation needs
Initial Consumer Rebuttal /* (4200, 12, 2015/08/04) */
Paul Blanco still has van, was advised today they are almost finished working on it, they have replaced entire engine and is running it to ensure no further issues with van, was promised $for rental car I had to pay for and they would make first car payment for me since I have not had car since original purchaseI was advised they are waiting for wife of the owner Paul blanco to sign checks and we were informed of this on the 17th of last month...we are still being told she's out of town and they are working on itI was advised by Adam by phone conversation that was witnessed, that he assures van will be road worthy to make the long trip that I need to go onThat I should have no more issues with van and warranty is still in effect, I am willing to let them assist, but have advised them refuse to remove complaint until completely resolved which it has not beenI get car Friday and still awaiting promised compensation
Final Business Response /* (4000, 14, 2015/08/04) */
We are working to resolve the matter to Ms***' satisfaction
Final Consumer Response /* (2000, 16, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
So far they have resolved the issues to a point, I have received the dollar compensation for the rental car purchase was given a loaner until my car fixed, I pick up vehicle on 08/07/and was assured by *** lead mechanic and *** that car is road tested and engine has been fully replaced and supposed to receive paperwork on engine, and that the car is in good enough working order to make drive to New Mexico without breaking down or any further issues, was also advised that first car payment of $will be made by them to my lender today so I will not be late on first payment, which is due by 08/14/15, since they have had car since original purchase on 07/02/Have made them aware any further issues will be reported

Good day Mr***Thank you for sharing your experiences with Paul Blanco's Good Car Company, ***We are sorry we didn't meet your expectationsUsing the information submitted in your complaint, I was able to research your cancellationYour warranty was cancelled on 9/26/17, with a refund
check in the amount of $has been issued. Thank you for being a valued Paul Blanco's Good Car Company customerWe truly appreciate your business. Sincerely,*** ***Escalated Customer Service Manager

These plates have shipped: Ship Date: 26-Jun-2017Tracking#: ***
*** ***
*** *** ***
Paul Blanco Good Car Company*** *** *** ***US***Sent By: *** *** *** ** *** *** ***US***Attn: ***
***Pieces: 1Weight: .5Copy as NewView DetailsView/PrintVoid26-JUN-

Initial Business Response /* (1000, 5, 2016/03/16) */
Mr***, we apologize for the delay in processingIn your description of the problem in this Revdex.com complaint, you indicate it's a tag that is missingThis is the information we initially received, and our corporate customer service manager
confirmed the following information with your wife:
Your vehicle was purchased on 12/and your DMV paperwork was completed and submitted on 12/DealerTrack issued your registration and tags on 12/to the address of *** N DANTE AVE FRESNO CA XXXXX
However, when *** spoke to your wife just yesterday, your wife indicated it is just a front plate that is neededConsequently, we will need to issue new plates and one new tag
Your new plates and tag have been processed and we are over-nighting them to youWe will provide a tracking number to you shortly
We apologize for any confusion
Thank you

Mr***:Please see Paul ***'s Good Car Company Inland Empire's formal response attached.Sincerely,*** ***