Pro-Sport and Luxury of West Conshohocken

December 22, Dear [redacted] : We are in receipt of the above referenced complaintWe appreciate the opportunity to be able to respond [redacted] gave us a non-refundable deposit of $to purchase a [redacted] *-Class on November 12, When he came back on November to complete the transaction, he was supposed to bring with him $to complete the down payment requirement of $along with his insurance informationWe were successful in qualifying him for a loan to cover the balance of the sale price.Instead, [redacted] arrived at our dealership appearing to be very high on drugs and/or alcohol and advised that he could not get insurance in place at an affordable monthly rateHe did not make any sense as we actually showed him that he can get insurance coverage at about 50% of the monthly insurance premium he said he got quotedWe explained that the $deposit is a non-refurdable payment to be applied against the purchase of the car and, of course, that he could apply to any Pro-Sport Motors vehicle [redacted] actually became very hostile and threatened to physically hurt our owner and myselfWe were concerned for his condition as it was clear he was under the influence of some drug and he simply left the premises before we could get help for himThere are several reasons we make deposits for vehicles non-refundable which are: We have to take the car off the market Upon receipt of the deposit, we generally start doing work on the car at the Customer's requestIn this case we did well over $of work to the vehicle as [redacted] had committed to buying the car Backing out of a car purchase based on an alleged inability to purchase affordable insurance is fine but in our view, he should have been prepared to surrender the $hold deposit, we don't take deposits unless the customer is ready, willing and able to purchase the vehicleVery truly yours, Pro-Sport Motors Joe S General Manager

December 22, 2014
Dear [redacted]:
We are in receipt of the above referenced complaint. We appreciate the opportunity to be able to respond.
[redacted] gave us a non-refundable deposit of $200 to purchase a 2004 [redacted]-Class on November 12, 2014. When he came back on...

November 14 to complete the transaction, he was supposed to bring with him $800 to complete the down payment requirement of $1000 along with his insurance information. We were successful in qualifying him for a loan to cover the balance of the sale price.Instead, [redacted] arrived at our dealership appearing to be very high on drugs and/or alcohol and advised that he could not get insurance in place at an affordable monthly rate. He did not make any sense as we actually showed him that he can get insurance coverage at about 50% of the monthly insurance premium he said he got quoted. We explained that the $200 deposit is a non-refurdable payment to be applied against the purchase of the car and, of course, that he could apply to any Pro-Sport Motors vehicle. [redacted] actually became very hostile and threatened to physically hurt our owner and myself. We were concerned for his condition as it was clear he was under the influence of some drug and he simply left the premises before we could get help for him.
There are several reasons we make deposits for vehicles non-refundable which are: 1. We have to take the car off the market.
 2. Upon receipt of the deposit, we generally start doing work on the car at the Customer's request. In this case we did well over $200 of work to the vehicle as [redacted] had committed to buying the car.
Backing out of a car purchase based on an alleged inability to purchase affordable insurance is fine but in our view, he should have been prepared to surrender the $200 hold deposit, we don't take deposits unless the customer is ready, willing and able to purchase the vehicle.
Very truly yours, Pro-Sport Motors
Joe S. 
General Manager

Review: This car lot sold my wife and I a used 2006 [redacted] station wagon with 123,000 miles on it and granted, it was sold "AS-IS", but the SRS Air Bag Service Urgently light was on, and it was mentioned to the sales man, Joe while I test drove the vehicle. Upon signing the deal, I asked them to inspect the vehicle and provide the state registration as well. They agreed to do so with their mechanic doing things the next day. When I drove the car home that evening, I experienced heavy vibration in the steering when braking and the there was a loud noise from the rear passenger quadrant along with the airbag light on. I told them about it when I arrived home, and Hamid, the one owner came back to me saying that he would take care of everything. When I went to the mechanic the next afternoon, the mechanic told me that he had never checked this particular vehicle out as it had just come from the auction. As he checked the car for my complaints regarding the vibration in the steering wheel and the sound from the back rear, it turned out to be a bad belt in the tire and the front rotors were warped, and had to be turned down. Needless to say, Hamid backed out of the "taking care" of everything per his text message to me, and I had to pay for the repair of the rotors, as well as the cost of one tire, plus two more because the other two along with the bad one were minimal tread. So the bill was actually $641, but I only had $300 cash, so I paid him the $300 and would return the next day with the $341 balance. He agreed verbally to pay for the repairs on the airbag system. I got very suspicious of things, so I took the car home that night, and decided that it would best to try to cancel the deal since it had only been 2 days. He would not hear of it, and told me to bring the $341 and then he promised to make good on taking care of the airbag problem with a [redacted] dealer. Or I could keep the $341 balance, and get the airbag looked at myself with a [redacted] place. I did not trust him at that pointDesired Settlement: We either want this entire transaction cancelled including the loan with the lender that they found for us, [redacted], and return our $1000 down payment AND the $300 paid for the things that should have been fixed prior to him even selling the car. OR we want the airbag system repaired properly by Pro-Sport Motors in full at a [redacted] service repair shop with the results and work performed in writing to our satisfaction.

Business

Response:

October 11, 2014Dear Sir/Madam:We appreciate the opportunity to respond to the complaint of [redacted] regarding a purchase of a 2006 [redacted] Station wagon at our dealership. The vehicle was actually purchased by [redacted]'s wife, [redacted].We respectfully disagree with [redacted]'s version of the facts and his conclusions. We do not think it is appropriate to dispute every statement [redacted] has made but we will state that the alleged facts provided by him did not include important information and were not provided in the context of what happened particularly as to the timing of how the transaction occurred.With the above said, there are some incorrect statements that [redacted] has made. The SRS light was not on during the test drive. The light came on after purchase as he indicates in a text message we saved. [redacted] agreed to do the inspection himself because of the low purchase price. Pro-Sport Motors offered to do the inspection at our facility as a convenience. Finally, he agreed to keep the $341 and get the airbag repaired himself as per his email.[redacted] pushed very hard for Pro-Sport to put together a financing package that would work within the family budget. There were various credit issues, including, but not limited to, substantial federal tax liens, that we needed to address with the lender to even get his wife qualified for a loan to purchase the vehicle he wanted and test drove two separate times. In fact, we originally advised [redacted] that we did not think we could get them qualified but [redacted] wanted this vehicle so much that he requested Pro-Sport to make an extra effort to secure financing. To get [redacted] and his wife into a vehicle that he indicated he wanted after several long test drives, we successfully secured the financing under very difficult conditions and provided a vehicle at $2,000 below book value, following clear language in the Buyers Guide: "AS IS – NO WARRANTY / YOU WILL PAY FOR ALL COSTS FOR ANY REPAIRS. The dealer assumes no responsibility for any repairs regardless of any oral statements about the vehicle."This was, and these are the words of [redacted], a simple case of "buyer's remorse", [redacted] decided that that he did not like the styling of the [redacted] he purchased.Keep in mind that the car performed very well during the test drives, Unfortunately, sometimes things go wrong with high mileage vehicles, such as this [redacted] with over 120,000 miles on it, that can-not be predicted This is why we offer extended warranties through Pro-Guard. [redacted] declined to purchase any extended warranties. Normally, the repairs required would cost over $1,000 but we wanted to do best we could to satisfy [redacted] so we provided 40% discount for those repairs. As he states in his complaint, he paid $300 of the $641 invoice. It turns out that he decided to take one of the options we suggested and did not pay the $341 remaining balance for those required repairs.As a practical matter, we advised [redacted] that he purchased the car and so he owns the vehicle. Our dealership does not have in place any policy or procedure that would allow us to cancel a financed deal with [redacted] Lending. We advised [redacted] that the bank already had the lien in place and the title|to the car in its possession, [redacted] could now take that vehicle if he does not want it anymore, and trade it in (paying off the auto loan) for another car. He was more than welcome to determine if we had any car or our lot of interest.While it does not happen often, we do understand that from time to time, a customer may have buyer's remorse. Since [redacted] owns the car and we have no procedure available to cancel a transaction once the bank has the lien, title and funded the transaction, [redacted] should proceed in the same manner anyone else would do when purchasing a car that they rio longer want. He can trade it in for another vehicle. Or, he can simply sell the car.We are sorry that neither of the desired outcomes he proposed in his complaint are possible at this point. As discussed above, as a practical matter, we can-not cancel the deal and we do not agree with the diagnosis he has provided regarding the airbag system.While we were very willing to work with [redacted] to help him in this matter, we can no longer take that position because instead of trying to find reasonable solutions to the issues he raises, he decided to threaten our small dealership into doing something we legally could not do by stating he would basically disparage our company's reputation publicly. This all happened within a very short time frame (several days) so he didn't even give our company a nominal amount of time to satisfy him.We are very sorry that he is not happy with his experience here at Pro-Sport but we do feel we have been professional and responsive and that we delivered the vehicle that he initially wanted.Very truly yours. Pro-Sport MotorsHamid B, Owner