Plaza Motors West

Ms [redacted] : We have spoken in great lengths about thisYou have met with two of the sales managers here, with [redacted] and myself (***)We have explained that this unit was purchased after a Missouri Safety and Emissions inspection which it passedThis appeared to be a nice clean car with 137, milesYou purchased this vehicle AS IS (signed AS IS buyers guide on file)We offered you the option of buying a service agreement, which you declined (signed decline on F&I menu)Unfortunately, we don't make these cars, we simply sell them and repair themWe are not able to issue a $refund, nor are we able to repair the vehicle at a cost of $We regret this has been the result of your purchase, and we very much will do all we can to help you out of this scenario up to and limited to the following options:Trade out of the carWe will offer you a strong trade valueWe will get you the best payment and finance scenario possibleWe will offer a great deal on any vehicle out of our inventory to try and help you outRepair the carWe will offer you the service work at our cost to try and help you.Once again, we regret this scenario, but it happensAs a gesture of good will, we will do all we can to help you in correcting your vehicle situationFeel free to contact me directly to work on a purchase of a different vehicle, or to arrange having the repair work doneRegards, General Sales Manager

To BBB and Mr [redacted] :Indeed, Mr. [redacted] has been having an unfortunate time getting a secured vehicle loan here at Plaza West. We of course don't intentionally delay or allow cars, for this period of time, to remain on the road without the financial aspects to be buttoned up. Rare cases do... occur, this being one. We have done our best through this entire process to help finalize the loan for Mr. [redacted] , who is seeking a loan with one of our Sub Prime lenders. Initially, the issue was that the bank felt the car he attempted to purchase was a bit too high for his budget based on DTI. We then applied for an secured an approval on another car which worked great . . . but Mr. [redacted] stated his income was higher than he was actually able to document to the lender. When faced with situations like this, we have to decide to either have the customer bring the car back, or continue to seek alternative methods of securing an approval, which we remained optimistic and attempted to do while Mr. [redacted] drove the car daily. After much back and forth, and discovering the lack of income via the verification process . . . the lender required us to submit the loan again but with proper income. When doing, the value of the car dropped and the book value of the car is a primary factor in the amount to be advanced. A combination of three factors contributed to things being concluded without Mr. [redacted] securing financing on this vehicle: 1. A third party lender who we don't control and who is lending Mr. [redacted] funds asked for Mr. [redacted] to verify his income stated on his application, which he could not do. 2. The book value, after so much back and forth (30 days is the max on a book value as the values continues to drop in the market), dropped which lowered the approval amount to an amount unacceptable. 3. Mr. [redacted] was stating he had another car he was buying and therefore did not want to continue to work with us on securing this car, or another.Through this process, Plaza Motors West did receive a $2500 down payment which is the amount Mr. [redacted] is disputing. We have already processed all the necessary documents to have this reimbursed to Mr. [redacted] . The check is sent from our corporate office and therefore may be going through that process still. It will be sent, if not already done so, very soon.We apologize for the delay and our inability to make this process more fluid, in this case. However, we don't lend the money . . . the bank does . . . and they ultimately decide if the funds are given based on the financial position of the buyer. In this case, a different car is the answer. We are happy to provide Mr. [redacted] another opportunity to secure a vehicle and respective financing should he be willing to work with us on such process. We hope there will be a happy end to all this . . . but either way . . . Mr. [redacted] will be refunded his $2500 in full. Thanks for the opportunity. We hope you will continue to think of Plaza Motors West when seeking solutions to your automotive needs!General Sales Manager

Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@plazamotors.com
I made a mistake and did not follow up on the original check request for the $I have since had a check cut yesterday, July
20th, by our office and personally delivered it to Mr***'s house

Initial Business Response /* (1000, 5, 2015/09/23) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@plazamotors.com
On July 3rd, 2015, we sold a Cadillac Escalade to *** ***The vehicle was sold with 139,miles and sold "WHERE
IS"An extended service policy was offered to the customer at time of delivery but the customer declined the offerWe show all of our customers the service area so they know where to bring the vehicle for any kind of serviceAs for the repairs they were not brought to my attentionThe last time the vehicle was in our shop was on 7/13/with 142,miles on itThe reason it was in service was for an air conditioning cooling issue with one side not as cool as the otherThe air conditioner system was drained then refilled with freon
I would be willing to look into trading her out of her current vehicle and into a different vehicle if she still wishes to do business with Plaza Motors West

Initial Business Response /* (1000, 7, 2015/08/10) */
*** *** the General Manager of Plaza Motors West has contacted Mr*** personally and has agreed to pay for the repairs to Mr***'s vehicle

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
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/02/09) */
I have called the customer on multiple occasionsI had to leave messages as I did not reach the customer in person on the phoneI explained who I was and offered to send a tow truck to get her carI have not heard back from the customerThe
original issue was this: the customer called us for a towWe advised her that she would need to call roadside assistance for it to be coveredInfiniti will not allow us to pay for the tow for the customer
*** *** Infiniti Service Manager

The customer cashed our check on 8-31-16. It was for the full amount. This issue is resolved.

To Revdex.com and Mr [redacted]:Indeed, Mr. [redacted] has been having an unfortunate time getting a secured vehicle loan here at Plaza West. We of course don't intentionally delay or allow cars, for this period of time, to remain on the road without the financial aspects to be buttoned up. Rare cases do...

occur, this being one. We have done our best through this entire process to help finalize the loan for Mr. [redacted], who is seeking a loan with one of our Sub Prime lenders. Initially, the issue was that the bank felt the car he attempted to purchase was a bit too high for his budget based on DTI. We then applied for an secured an approval on another car which worked great . . . but Mr. [redacted] stated his income was higher than he was actually able to document to the lender. When faced with situations like this, we have to decide to either have the customer bring the car back, or continue to seek alternative methods of securing an approval, which we remained optimistic and attempted to do while Mr. [redacted] drove the car daily. After much back and forth, and discovering the lack of income via the verification process . . . the lender required us to submit the loan again but with proper income. When doing, the value of the car dropped and the book value of the car is a primary factor in the amount to be advanced. A combination of three factors contributed to things being concluded without Mr. [redacted] securing financing on this vehicle:  1. A third party lender who we don't control and who is lending Mr. [redacted] funds asked for Mr. [redacted] to verify his income stated on his application, which he could not do.  2. The book value, after so much back and forth (30 days is the max on a book value as the values continues to drop in the market), dropped which lowered the approval amount to an amount unacceptable.  3. Mr. [redacted] was stating he had another car he was buying and therefore did not want to continue to work with us on securing this car, or another.Through this process, Plaza Motors West did receive a $2500 down payment which is the amount Mr. [redacted] is disputing. We have already processed all the necessary documents to have this reimbursed to Mr. [redacted]. The check is sent from our corporate office and therefore may be going through that process still. It will be sent, if not already done so, very soon.We apologize for the delay and our inability to make this process more fluid, in this case. However, we don't lend the money . . . the bank does . . . and they ultimately decide if the funds are given based on the financial position of the buyer. In this case, a different car is the answer. We are happy to provide Mr. [redacted] another opportunity to secure a vehicle and respective financing should he be willing to work with us on such process. We hope there will be a happy end to all this . . . but either way . . . Mr. [redacted] will be refunded his $2500 in full. Thanks for the opportunity. We hope you will continue to think of Plaza Motors West when seeking solutions to your automotive needs!General Sales Manager

Ms. [redacted]: We have spoken in great lengths about this. You have met with two of the sales managers here, with [redacted] and myself ([redacted]). We have explained that this unit was purchased after a Missouri Safety and Emissions inspection which it passed. This appeared to be a nice clean car with 137,000...

miles. You purchased this vehicle AS IS (signed AS IS buyers guide on file). We offered you the option of buying a service agreement, which you declined (signed decline on F&I menu). Unfortunately, we don't make these cars, we simply sell them and repair them. We are not able to issue a $4000 refund, nor are we able to repair the vehicle at a cost of $4000. We regret this has been the result of your purchase, and we very much will do all we can to help you out of this scenario up to and limited to the following options:1. Trade out of the car. We will offer you a strong trade value. We will get you the best payment and finance scenario possible. We will offer a great deal on any vehicle out of our inventory to try and help you out.2. Repair the car. We will offer you the service work at our cost to try and help you.Once again, we regret this scenario, but it happens. As a gesture of good will, we will do all we can to help you in correcting your vehicle situation. Feel free to contact me directly to work on a purchase of a different vehicle, or to arrange having the repair work done. Regards, General Sales Manager