Prestman Auto Company, Inc.

To Whom It May Concern,In response to the complaint from Timothy H***, about his purchase of the Jeep Cherokee, sent on July 15, 2015;Prestman auto did not "lie" to him about the car in any way. When he asked us if the car had a "Clean Title" we told him it didHe references that he
asked us if it had a "clean Carfax", which he did not ask, he asked if it had a "Clean Title" which are two totally different things. The car did have a minor accident in the Carfax history, but nothing that would brand the titleThe Carfax actually states that the damage estimate was "less then $1000.00"(see attached Carfax report). So when he asked the question if the car had a "Clean Title", we told him that it did, which was an honest, direct answer to exactly what he was asking. He asked us for the Carfax report, which we did send him before he purchased the JeepHe still purchased it, knowing this information, even after going home and thinking about for a few hours.Now to cover the issues with the oil change, radiator, water pump, and other issues stated. When he purchased the car, we told him it needed an oil change, and that we would give him one for free, he just needed to call in and get it scheduled, which he never did. When he called us to tell us about the water pump, and other issues, we of course told him he needed to bring it to us, so we could verify the issuesThe Service contract he purchased would in fact cover the issues that were happening to his Jeep. Since the issues came up so soon after purchasing, we were trying to save him some money, and have him come back in to us so he did not have to run it through his Service Contract. This would help him avoid paying the deductible that would have been associated with the use of the Service Contract. When he finally brought the car into us, we did fix all the issues, and get the car back to him fixed with everything he had asked us to do. To be exact, there were things that were just miscellaneous things that he asked us to do, that had nothing to do with the issues originally bought up with the cooling system, or the drivability, and safety of the vehicle. These requests, we also took care of with out a questionWe gave him another detail, and he went on his way, happy with us for we exceeded his expectations of the work he had asked us to do. He states he had to come back to us to have us a few months later to fix "what we should have fixed" the first time. When he showed up, we took it strait back to our lead mechanic to have it looked at. The problem had nothing to do with our work performed, if fact it, it was his mistake. The problem he was talking about was because he did not put the radiator cap on properlyThus causing the system, once the cooling system of the car pressured up, to purge the antifreeze out of the cap, which in turn, caused the car to over heat. When we took it in, all we did to the car, was refill the antifreeze, and install the cap properlyWithin a short time, Tim was back on the road again, and I will ad, with no cost to him.I would now like to address the "additional $worth of fees", he also mentionedTim is adding in the cost associated with the State taxes, titling, and registration, and other state required fees, as well as the Service contract that he did agree upon when purchasing. We did not try to "sneek" anything past him as it is common practice at Prestman Auto, to review every detail, or purchased items on the contract before they sign the final contract. He was aware of the prices associated with all the additional costs required by the state, titling, and registration fee, and also the costs of the Service contract, before he signed.To conclude, Prestman Auto has exceeded the expectations of a customer, to make sure this customer has an experience worthy of the Prestman Auto name. We have went above and beyond with this customer, even went as far as fixing small things that usually come with a "used" vehicle. There are sometimes customers no matter what you do to satisfy, will never be satisfied with the efforts rendered. Prestman Auto will always strive to outperform expectations, and have the instinct to protect what matters. What matters is the customer experience, which we feel we have provided beyond the expected expectations of a "used" car. We will continue to help this client if he has additional needs on his car, because that is how we operate So to whom ever this response reaches, I hope you can see "the other side of this story" and see past the emotions of this client. Car issues will always be a roller coaster of emotions, but in the end, it is whats right that rules the final out come. If you have any additional questions, please feel free to contact me via e-mail of phoneI will be happy to discuss this issue with you in further lengths if needed

Dear ***,I do see that the payoff was completed last weekI hope that means you have everything you need from us in order to move forward.I have researched in-depth what happened with this payoffAs we typically do a payoff within 7-business days, there was an issue with your bank in this
instanceOur company contacted your bank several times, and I have those dates and notes listed in detail if you have any questions there. Regarding your phone call with Tracy, it appears that the two of you don't work well togetherI will be your point of contact from here outI would be happy to speak to all involved and get this sorted out and reconciled, if there are any other concerns.Please contact me directly, via email, if you need further assistanceI am here to help*** Thank you for your time.Julene

There seems to be some confusion around the service that was soldWe sell a year interior warranty that was sold to Johna and would take care of the blemish that was already thereWe do not sell a mobile detail service at all at this time so we will refund the customer because of the
confusionThis however will end the interior warranty that is currently being sold for $149-$

While I am sorry to hear about the issues had with the vehicle purchased at the end of This vehicle did pass our point inspectionAlso it passed the State of Utah Saftey and Emissions inspection and sold as is with an As is Agreement signedAn extended service contract was also available
for sale, the customer declined.The Car Fax report shows the information provided by the sales rep to be accurateCopied from Car Fax based on Vin; "Accident reported,Vehicle involved in a sideswipe collision with another motor vehicle, Airbags did not deploy".There were no promissory notes regarding the value of the vehicle post sale. We cannot guaranty such, as the market on every vehicle fluctuates clean title or branded

This vehicle states "no airbag deployment" on Car fax.  Therefore, the customer was informed of no airbag deployment. As for the confusion around AWD; I spoke to Debbie and reviewed all the contract documentation. Nowhere does it say AWD (All Wheel Drive) in fact the opposite. Her contract for...

extended protection does not have the AWD option selected. Her signed agreement to purchase the vehicle has the following options crossed off (Diesel, 4x4/AWD TURBO/Super) indicating those options are not on this car. Also, the NADA official used Car Guide we share with every client also shows 2WD). This car was advertised online as a RWD car. What Debbie apologies for was the confusion and frustration around the purchase. In no way was she saying she intentionally misled the customers. The confusion was possibly based around the customer’s original interest in Subaru’s commonly AWD. She looked at several Subaru's but between the customer and the person she brought with her decided to also test drive another car they spotted on the lot (the Car they purchased). It is not uncommon for customers to come in wanting 1 type of vehicle and see something else and change their minds. In summary. We are deeply sorry the customer felt they were misled. However, all signed contracts and advertising on this vehicle indicate 2WD.  In no way did we hide that as the customer also signed several of these documents.

I am very sorry to hear you feel this way. As mentioned in my prior responses, no indication of AWD was in your paperwork or contracts. In fact, several instances say specifically that the vehicle was not AWD. There has been no dishonesty on our part.

This issue has been resolved with the customer. The intent was never to intent to miss lead the customer about the title status, as we advertised it on every vehicle we sell. After speaking with the customer, it was clear there was some communication issues between our Client Advisor and the...

Customer. This is the reason we have refunded the customer Deposit and resolved the issue.

[redacted] did purchase a truck from us with an “As Is” agreement. However out of good faith following his complaint we agreed to help him out if he could bring the vehicle to us. The vehicle was rebuilt by another company and sold by us. Being this was not up to our repair standards and that...

company was unwilling to help, we incurred the cost of the needed repairs. We addressed each issue with no cost to the customer. We found a leaking seal on the window which we replaced and had new door skins added to address the cracking paint. We had to send the vehicle out for the rear defrost which turned out to be a chip in the glass, and then sent it out for body work. When [redacted] picked up the vehicle he informed us it had been broken into. He  said the side window was replaced and re-tinted. This was unknown to Prestman Auto and had to have happened at the body shop or glass shop. [redacted] said the tint was not right and a programmer was stolen out of his truck. We at Prestman Auto covered the cost to rectify both items. Given the vehicle was left with us to address all concerns, he was not contacted to ask permission for each repair. Thus when they found the Turbo was going out and making a wind like noise it was replaced. Done at no cost to [redacted] even though his truck had been tuned and may have been what caused the Turbo to go out. Regarding the engine being seized and addressing the statement of checking the oil: By replacing the Turbo there would be limited to no oil loss thus no need to replace or change oil.  The All-Data repair guide states specifically, check engine coolant during the replacement of a Turbo. It does not mention or require any draining, filling or checking of any oil.  The customer is responsible for maintaining appropriate fluid levels by checking regularly. [redacted] drove the vehicle and complained about loss of power.  Yet continued to drive the vehicle and admitted said he not once checked the engine oil level.We have not written [redacted] off. In fact we reimbursed [redacted] for the the diagnoses of his engine once he complained about the issue. With the time and money we have already provided in  good faith, we far surpassed the requested amount. The engine was not damaged by Prestman Auto and will not be covered.

Complaint: [redacted]
I am rejecting this response because: If I had not been lied to that deal would have never happened. I have all the papers from our deal and in none of them it says the car was rear wheel drive. Stop lying ss. Take responsability for your dishonesty      
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I spoke with my bank several times regarding the pay off on my car. I also wasted a lot of time making calls and getting the run around to find out my car hadn't been paid off although Prestman Auto told my brother several times it would be paid off that day whenever he made calls and never mentioned once anything about the bank not cooperating with them in order to get this done. Your response that Tracy and I don't work well together is laughable. I called and spoke to him once after we had been dealing with this problem for a month. I told him I was upset and this was ridiculous. He was rude and said he would have someone call me the next day if would be nice. I asked him if he didn't feel I was being nice what would happen. He was smug and arrogant. If you are a manager and you have done the wrong thing with your customer the last thing I want to hear is that you don't like that I am frustrated and tired of calling to either be lied to or be told whoever I need to speak with is unavailable. Absolutely no customer service.  Of course I was upset, signing a 10 day pay off and still having nothing done despite several promises it would be handled the day we spoke with someone. My car was paid off the day after I spoke with Kim who I told I had made this complaint. She was just as rude as everyone else I had spoken with. When I told her this was unacceptable her and I had made a compliant her response was "Perfect!" I told her it didn't seem that anyone there cared about customer service or their customers. She didn't seem to care either. The next day she called me several times and suddenly seemed very interested in helping me. It's a shame that it came to this to get them to do what they promised weeks ago. Finally getting my trade in paid off 32 days after I traded it in is unacceptable and they way they treated us is ridiculous. Sending the payoff for me to sign that was $2000.00 less than the actual payoff and telling me to "just sign it" is unacceptable and finally treating people the way this company did is insulting. I said it before and I'll say it again. I will never do business with this unreliable company and I advise others to be weary. 
Sincerely,
[redacted]