Paul Blanco's Good Car Company Sacramento

Ms. [redacted] came to our dealership Feb 8th, 2015 and inquired as to purchasing a pre-owned vehicle. The sales professional assisting her was [redacted]. He did a customer Interview and asked her to fill out a customer statement and she did, [redacted] asked for identification and she produced an identification card issued by the California Division of Motor Vehicles instead of a Driver’s license. Stating that she had a license but it was at home. We accepted her word and submitted the customer statement to a lender for credit approval. Such approval was granted by the lender for credit on the vehicle she wished to purchase contingent upon Ms. [redacted] having valid California Driver’s license and providing insurance coverage. Exhibit #1 clearly shows the lender required a driver’s license. The customer again assured [redacted] that she was a current holder of a California driver’s license so he proceeded to the next step which is to collect requited down payment on the vehicle she had selected and then go to our business office to execute a contract.  After providing proof of insurance,  She provided the down payment and it was put into the drop safe. And properly receipted into the receipt book. At that point [redacted] told her she would have to get insurance before he could execute the contracting and deliver her the vehicle. She contacted an insurance agent but was not able to procure insurance. So [redacted] asked her to speak with our in house insurance specialist to attempt to  gain coverage for her. The agent’s name is [redacted] and the company is IFE insurarance/Titan. Unfortunately when Ms.  [redacted] filed her application on line it came back with a rejection due to Ms. [redacted] having a suspended driver’s license with the California DMV. Therefore the credit  approval with AFS, the lender, would not work for Ms. [redacted] as it stipulated an in force insurance policy. As an alternative we had gotten an approval with a second lender that did not require a driver’s license however that particular lender would not agree to finance the vehicle she had selected. And the one they did agree to provide financing on was not finished with pre-delivery and safety and would not be deliverable until the following Monday. Ms. [redacted] agreed to pick up the vehicle on Monday. However on Monday she had a change of heart and wanted her deposit/down payment returned to her.  Which of course we agreed to as we didn’t have a deal. The salesman explained the process to Ms. [redacted].  First the finance department has to void out any contract, void the deal, make sure any documents that need signatures are signed and make sure the funds in question have been accounted for. Then they issue a request for refund check to corporate office. And customer can normally pick up the check in 48 hours or it will be mailed, whichever is the customer prefers. Please not exhibit #2 Refund Check [redacted]. Further our Head Desk Manager and the Salesman who handled the transaction have both written and signed statements documenting the [redacted] transaction. Exhibit number 3 and exhibit number 4. Thank you for your consideration of these facts and documents.

We have prepared a draft response and will post once it is approved by the owner.

Please accept our apology for the lateness in responding. I have taken time to do an exhaustive examination of the particulars involved as to your complaint. We are very sorry your experience was not a pleasant one. We take great pride in making each and every customer happy in every way.First off thank you so much for your feedback and sharing your experience with us. Real world customer feedback and experiences are what we use to improve and refine our processes and procedures. We are constantly looking for better ways to serve our customers and doing so on an ongoing basis.We do offer a deferred down payment plan as a convenience to our valued customers. These are offered to increase the customer choice as to facilitating any lender required or customer chosen equity payment. And we offered at the specific time of contract execution. As with all other financial matters we have done our due diligence with our attorneys who specialize in such matters. As well as the State of California and our lending partners. Be assured guidelines are in place and followed to the letter by our employees.Specifically, arrangements for any deferred down payment made at the time of sale (contracting). Due date is 21 days from such date of sale for any deferred down payment. With a credit card imprint and understanding with customer of the exact date such card will be presented for payment. In addition we offer a follow up phone call to the buyer as a reminder of the pending due date.Due to bank policy we don't have the flexibility to offer any alternative or changes to due date. And all down payments must be collected before the first payment is due.We have addressed your complaint and concerns in full with the employees involved. They have taken the complaint seriously and have responded in a positive fashion. Also we have used this as a catalyst to re-educate our other employees of the exact deferred down payment policy.Thank you for your input. I hope your vehicle is all you had hoped for and more. I remain at your service and please don't hesitate to contact me if I may further be of service.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
It should never have taken over a month to get a signature on a check for reimbursement and the check was not mailed to [redacted] until after I submitted this complaint to the Revdex.com. It would have been nice had they paid the entire $2000 due to all the trouble and extra money I've had to pay due to negligence on the part of Paul Blanco's company.  Although a check has been sent, this has been and will continue to be a negative experience for me. Thanks for your help.

When Ms. [redacted] met with our salesman Robert [redacted] on April 12, 2015 at our Sacramento dealership, she presented an inequitable vehicle for trade-in because she and her husband still owed substantially more than the vehicle's fair market value. Consequently, Mr. [redacted] talked with Ms. [redacted]...

about what her options might be in this situation, including the option for Ms. [redacted] and her husband to pay the difference between the balance owed and the fair market value of their vehicle, and the option to refinance the vehicle for a lower payment.According to Mr. [redacted], Ms. [redacted] was undecided as to what she wanted to do, and her husband Mr. [redacted] was not present during the discussion between Mr. [redacted] and Ms. [redacted] because Mr. [redacted] was working. Mr. [redacted] agreed to drive to Mr. [redacted]'s job site to present both Ms. [redacted] and Mr. [redacted] with a contract for the purchase of a 2013 Hyundai Sonata. At this time, Ms. [redacted] and Mr. [redacted] discussed their options and decided that they would refinance the vehicle they owned and try to get a lower payment. Mr. [redacted] agreed that this was a great option.It is our salesman Mr. [redacted]'s position that he did not tell either Ms. [redacted] or Mr. [redacted] that their credit would not be affected if they turned the vehicle in to their lender. Mr. [redacted] is a highly experienced, knowledgeable, and trusted salesman who has been with Paul Blanco's companies (both EZ Auto Solutions and Paul Blanco's Good Car Company of Sacramento) since inception. Mr. [redacted]'s knowledge of the auto industry precludes him from offering such false information to any of his customers. Mr. [redacted] also attests that he has had no communication with either Ms. [redacted] or Mr. [redacted] regarding the disposition of their vehicle since the meeting at Mr. [redacted]'s job site on April 12, 2015.

I am rejecting this response because:  I first want to say that I appreciate your thoroughness regarding this situation.  I just want to make sure that we are clear about a few things.  First, I want to say that I have been taking very good care of this vehicle, it was serviced when needed and had regular oil changes when needed also. Second, I work less than a mile from my job where my brakes would not have been an issue.  Yes, I took my car in to (Paul Blanco) however, prior to that I expressed to the maintenance manager what the issues was and he came back to me and told me it was the brakes and rotors so they fixed them and they expressed that all was well.  My main concern is currently the vehicle is not safe I don't know what happened all I know is what I was told by a Vacaville mechanic that it was in a accident based on the bent bar.  I just want you to know that I could have lost my life on July 4th and my children too had they been in the vehicle.  If there isn't going to be any type of resolution I don't have anything else to say.

I am rejecting this response because: If you notice on page 2 and 3 of 4, I was not presented either of those at signing, and rushed through and shown "look a clean record". Notice there is no signature on that page by me or my co-signer, but all the other pages have signatures.  I know from purchasing my most recent car, that they had me sign and date every page of the [redacted] report, but this one fails to have my signature of 2 of the 4 pages shown in this response.  I was shown the first page, and the last page for signature.  Nothing else was shown to me.  Just 2 pages.  Also, notice there is no signature on the statement of facts by me as well.  I was never presented any of those while there.  This information was added after the fact.   This is them illegally adding additional information without me being aware of the previous damage.

We are responding for claim#12041660We have sent out payout to GM Financial and payment was received on 3/17/17, Traking#[redacted], DELIVERED FRIDAY 3/17 AT 9:33A.SIGNED BY CRANE, LEFT AT MAIL ROOM.  Regarding the payment that the client paid to GM financial, we are going to...

waive the outstanding balance that the client has with us in the amount of $350.00.  We spoke with the client and he agreed to this.

We would have no reason to sell Mr. [redacted] a vehicle in the first place if at the time of negotiations we promised to "SWAP OUT THE VEHICLE". It makes no sense to sell a vehicle if the customer states a desire to swap...

the vehicle out. In the event that Mr. [redacted] anticipated a "worst-case scenario" during sale negotations, there may have been some discussion as to whether or not the dealership would replace Mr. [redacted]'s vehicle if there were some unanticipated and unresolvable problems with it. However, Mr. [redacted] most certainly misunderstood if he believed we would blindly replace his vehicle without sufficient diagnosis and reasonable attempts to resolve his concerns.Mr. [redacted] has refused to cooperate with our recommended steps to try to resolve his concern. Furthermore, Mr. [redacted] has refused to accept one of the offers he himself stated in this complaint that he  wanted (a refund of his down payment).We have nothing further to add.

Payment for Trade-Off was sent and delivered on 7/20/17. Tracking information: Ship Date: 19-Jul-2017Tracking#: [redacted]Type: ShipmentNext Day Air SaverThank you for being a valued Paul Blanco's Good Car Company Customer

I am rejecting this response because:The car has faulty parts and there not standing behind there work. Yes I drove to Arizona and put extra miliage on the car that still shouldnt make the head gasket blow again unless it wasnt done right. When I took the car back they told me that the light was on cause of the converter, so I assumed that what was wrong with the car. Why pay for an extended warranty for nothing or whatever warranty that was Added to the price of the car? This is stressing me out and I still don't have a car to drive thanks to Paul Blanco. If you guys fixed it on good faith why is the car not running but has the same problem yall so called fixed I'm not understanding what did y'all really fix??? Just a temporary fix that's what I think.

Good day Mr. [redacted], Thank you for sharing your experience with Paul Blanco's Good Car Company, Sacramento. We are sorry we fell short of your expectations. I do recall assisting you. The last note I have in the system regarding your account is an email between the Service Manager and myself -...

authorizing all services listed in the due bill. I had also submitted authorization to get you into a loaner vehicle. Please respond with a date and time - Monday through Friday - that you will be able to drop off the vehicle for the services listed in the due bill. We will do everything we can to provide you a loaner vehicle at that time. The more notice we are given, the higher the likelihood that we can get a loaner vehicle authorized.  Thank you for being a valued Paul Blanco's Good Car Company customer. We truly appreciate your business. Sincerely, [redacted]Escalated Customer Service Manager

[redacted] I will begin working on this tomorrow.Please advise the customer due to failure to receive the original complaint notice we are beginning our investigation now and will reply in a timely manner as soon as possible.Thank you.

I am rejecting this response because: I haven't gotten the letter yet as they said they would send in 3 days. I can't accept until I see it.

Ms. [redacted] came to our dealership Feb 8th, 2015 and inquired as to purchasing a pre-owned vehicle. The sales professional assisting her was [redacted]. He did a customer Interview and asked her to fill out a customer statement and she did, [redacted] asked for identification and she produced an identification card issued by the California Division of Motor Vehicles instead of a Driver’s license. Stating that she had a license but it was at home. We accepted her word and submitted the customer statement to a lender for credit approval. Such approval was granted by the lender for credit on the vehicle she wished to purchase contingent upon Ms. [redacted] having valid California Driver’s license and providing insurance coverage. Exhibit #1 clearly shows the lender required a driver’s license. The customer again assured [redacted] that she was a current holder of a California driver’s license so he proceeded to the next step which is to collect requited down payment on the vehicle she had selected and then go to our business office to execute a contract.  After providing proof of insurance,  She provided the down payment and it was put into the drop safe. And properly receipted into the receipt book. At that point [redacted] told her she would have to get insurance before he could execute the contracting and deliver her the vehicle. She contacted an insurance agent but was not able to procure insurance. So [redacted] asked her to speak with our in house insurance specialist to attempt to  gain coverage for her. The agent’s name is Alondra [redacted] and the company is IFE insurarance/Titan. Unfortunately when Ms.  [redacted] filed her application on line it came back with a rejection due to Ms. [redacted] having a suspended driver’s license with the California DMV. Therefore the credit  approval with AFS, the lender, would not work for Ms. [redacted] as it stipulated an in force insurance policy. As an alternative we had gotten an approval with a second lender that did not require a driver’s license however that particular lender would not agree to finance the vehicle she had selected. And the one they did agree to provide financing on was not finished with pre-delivery and safety and would not be deliverable until the following Monday. Ms. [redacted] agreed to pick up the vehicle on Monday. However on Monday she had a change of heart and wanted her deposit/down payment returned to her.  Which of course we agreed to as we didn’t have a deal. The salesman explained the process to Ms. [redacted].  First the finance department has to void out any contract, void the deal, make sure any documents that need signatures are signed and make sure the funds in question have been accounted for. Then they issue a request for refund check to corporate office. And customer can normally pick up the check in 48 hours or it will be mailed, whichever is the customer prefers. Please not exhibit #2 Refund Check [redacted]. Further our Head Desk Manager and the Salesman who handled the transaction have both written and signed statements documenting the [redacted] transaction. Exhibit number 3 and exhibit number 4. Thank you for your consideration of these facts and documents.

Ms. [redacted],We attempted to contact you on 6/14 and again on 6/23/15 but you did not respond back to us until this Monday when you left a message on my voicemail. You even acknowledged in your phone message that you were late getting back to me. I had gathered my notes and the...

information I had pulled from our archives regarding your purchase and was preparing to call you to discuss yesterday morning when I received notice that you had filed a Revdex.com complaint.We appreciate your willingness to speak with us directly regarding your concerns in the interest of amicably working toward a resolution. I will be available to take your call today at ###-###-####.Thank you.[redacted]Customer Service/Retention ManagerPaul Blanco's Good Car Company Sacramento,Stockton, Fresno, Bakersfield, Oakland, Inland Empire, and Fairfield Phone: ###-###-#### [redacted]

I am rejecting this response because:  In reference to the dates in June I actually went to the Sacramento location and had the car serviced after I told them what the issues were, (they stated they couldn't find the issue that I stated).  They told me that I needed rotors and brakes and this would fix the issue.  I was satisfied until a couple of days passed by and back to the same problems. However, the issues still remains when driving the vehicle when I enter or exit the freeway of if there is a slight to 360 degree turn in the road the back of the car goes in the opposite direction of what I am turning. I almost had a major accident on the freeway  on July 5, 2015 where my vehicle almost fishtailed in the opposite direction.  I am thankful that I did not have my two young sons in the car.  As, stated earlier an auto machanic ask me if I had been in an accident because based on the  (BEND BAR) underneath the vehicle it shows signs of that.

I am rejecting this response because: I have left 2 messages for [redacted] and she has not returned my calls My number in case she has lost it or just continues to ignore me is [redacted]. I only want this resolved it has been 5 moths of no response from Paul Blanco

Dear Ms. [redacted], Thank you for bringing this matter to our attention. Before agreeing to any resolution to this issue, it is important to gather all facts. Would you kindly provide us with an estimate of the cost of the repair you're seeking? Thank you for being a valued Paul Blanco's Good Car...

Company Sacramento customer, we look forward to finding a prompt and mutually satisfying resolution. Sincerely, [redacted] Blanco

I am rejecting this response because: The basis of my complaint is that I was told MY LOAN, with my vehicle, with an interest rate assigned to me by [redacted], would be able to refinance after 9 months of on-time payments. This was a falsity. It was a lie. It was a lie told by the salesman in order to have me accept the terms of the loan. And it was a LIE because [redacted] Auto Finance does not refinance their auto loans. You have failed, as a business to accept any responsibility, and at 5 years old, this car, with now only 61,000 miles has mechanical problems. Paul Blanco's Good Car Company, took advantage of the fact that my credit was poor, took advantage of the fact that I had no vehicle, and dishonestly explained the terms of a program in order to sell me the car. I am not alone. There are, in fact HUNDREDS of similar complains online. You offer nothing in responsibility, or to accept the fact that I am now thousands of dollars upside down in a vehicle. Do the community of Sacramento a favor, and close down for good, so you can stop ripping consumers off.