R. G. General Contractor

Re: [redacted] Complaint # [redacted] Mr [redacted] called our store on Saturday February 17th to inquire about a Subaru vehicle we were advertising on Craigslist for $12,plus tax and fees On Monday, February 19th, he came to our location, inspected the car inside and out, and took it for a test drive before he decided to purchase it for the agreed upon negotiated price of $13,including tax and fees That’s $below the ad priceMr [redacted] went home to get his checkbook and returned to complete the transaction At that time he signed four documents, the Bill of Sale, the Odometer Statement, our “As Is” policy, and the State of Hawaii Buyer’s Guide, and was given the keys, all of which clearly show the vehicle model year of On Tuesday, February 20th, Mr [redacted] called and stated he wanted to return the car because he thought it was a model, not He stated he saw it advertised as a and would not have purchased it if he knew it was years older He wanted to bring the car back and get a full refund but we asked him to give us time to look into his claim and get back to him He stated he would keep the car if we refunded $to himMr [redacted] said the Craigslist ad listed the Subaru as a and he had a printout to prove it I asked him to send the proof which he did, but it turned out to be a list of Subaru’s with no information that could identify the seller or the vehicle To prevent customer relations issues we have a policy to remove sold vehicles from ads as soon as possible after the sale, so by the time Mr [redacted] called us the ad on Craigslist had been deleted However, we could still pull up the deleted listing on our website which correctly showed the Subaru as a model Our website is the source for all of our advertising so we don’t know how the model year could possibly be different on Craigslist Please note there is a disclaimer on all of our ads covering all unintentional errors and omissions Fortunately, we have never had an issue with eitherWe called Mr [redacted] back and told him we could find nothing to support his cause but in the interest of good customer relations we could offer him a $refund if that would make him happy with his purchase He quickly said he wanted more and stated he would accept a $refund, nothing less We agreed to that and made an appointment to meet at our location on Thursday, February 22nd at 11:AM to process the refund Upon arrival, Mr [redacted] read and signed a statement that he would accept the refund of $and not disparage Voyager Auto Sales in public or privately in any and all form of media, website, etc He accepted the refund without divulging to us he had already filed a complaint with Revdex.com the day beforeMr [redacted] said he came up with a $disputed amount based upon a book value A book is only a guide, an average sale price for Western States, with subjective condition reports It does not take into consideration the market value in any particular location Our costs to buy popular cars are higher in Hawaii because of demand, limited supply, higher reconditioning costs, and the higher cost of doing business, so the book is far from accurate in all geographic locations At our local auctions, the market value is determined by the highest bid, not a book We can understand why he thinks he overpaid, but he did not The price is fair for the year and better than average condition of his car Yes, it can be purchased for a little less in one of those Western States, but then he would have the expense of trucking it to the pier and shipping it to Hawaii so it evens outFinally, Mr [redacted] may be correct or he may have been looking at a different car Human error is always a possibility and the law allows for unintentional errors and omission His claim is unverified but on the chance he is correct we agreed to his figure, $1000, to settle the matter because we have many years of excellent customer satisfaction history and were willing to invest to preserve that record We would not have offered any kind of settlement had we known a complaint had already been filed We would like to discuss this complaint further with Mr [redacted] but he has not returned our calls Sincerely, Azad T [redacted] President Voyager Auto Sales

Re:  [redacted]         Complaint # [redacted]  Mr. [redacted] called our store on Saturday February 17th to inquire about a 2009 Subaru vehicle we were advertising on Craigslist for $12,995 plus tax and fees.  On Monday, February 19th, he came...

to our location, inspected the car inside and out, and took it for a test drive before he decided to purchase it for the agreed upon negotiated price of $13,500 including tax and fees.  That’s $325 below the ad price. Mr. [redacted] went home to get his checkbook and returned to complete the transaction.  At that time he signed four documents, the Bill of Sale, the Odometer Statement, our “As Is” policy, and the State of Hawaii Buyer’s Guide, and was given the keys, all of which clearly show the vehicle model year of 2009.  On Tuesday, February 20th, Mr. [redacted] called and stated he wanted to return the car because he thought it was a 2012 model, not 2009.  He stated he saw it advertised as a 2012 and would not have purchased it if he knew it was 3 years older.  He wanted to bring the car back and get a full refund but we asked him to give us time to look into his claim and get back to him.  He stated he would keep the car if we refunded $2500 to him. Mr. [redacted] said the Craigslist ad listed the Subaru as a 2012 and he had a printout to prove it.  I asked him to send the proof which he did, but it turned out to be a list of Subaru’s with no information that could identify the seller or the vehicle.  To prevent customer relations issues we have a policy to remove sold vehicles from ads as soon as possible after the sale, so by the time Mr. [redacted] called us the ad on Craigslist had been deleted.  However, we could still pull up the deleted listing on our website which correctly showed the Subaru as a 2009 model.  Our website is the source for all of our advertising so we don’t know how the model year could possibly be different on Craigslist.  Please note there is a disclaimer on all of our ads covering all unintentional errors and omissions.   Fortunately, we have never had an issue with either. We called Mr. [redacted] back and told him we could find nothing to support his cause but in the interest of good customer relations we could offer him a $500 refund if that would make him happy with his purchase.  He quickly said he wanted more and stated he would accept a $1000 refund, nothing less.  We agreed to that and made an appointment to meet at our location on Thursday, February 22nd at 11:00 AM to process the refund.  Upon arrival, Mr. [redacted] read and signed a statement that he would accept the refund of $1000 and not disparage Voyager Auto Sales in public or privately in any and all form of media, website, etc.   He accepted the refund without divulging to us he had already filed a complaint with Revdex.com the day before. Mr. [redacted] said he came up with a $2500 disputed amount based upon a book value.  A book is only a guide, an average sale price for 7 Western States, with subjective condition reports.  It does not take into consideration the market value in any particular location.  Our costs to buy popular cars are higher in Hawaii because of demand, limited supply, higher reconditioning costs, and the higher cost of doing business, so the book is far from accurate in all geographic locations.  At our local auctions, the market value is determined by the highest bid, not a book.  We can understand why he thinks he overpaid, but he did not.  The price is fair for the year and better than average condition of his car.  Yes, it can be purchased for a little less in one of those Western States, but then he would have the expense of trucking it to the pier and shipping it to Hawaii so it evens out. Finally, Mr. [redacted] may be correct or he may have been looking at a different car.  Human error is always a possibility and the law allows for unintentional errors and omission.  His claim is unverified but on the chance he is correct we agreed to his figure, $1000, to settle the matter because we have many years of excellent customer satisfaction history and were willing to invest to preserve that record.  We would not have offered any kind of settlement had we known a complaint had already been filed.  We would like to discuss this complaint further with Mr. [redacted] but he has not returned our calls.     Sincerely,   Azad T[redacted] President Voyager Auto Sales

This letter is in response to complaint #[redacted] filed on August 1st, 2017.   Please be advised this issue has been resolved to the satisfaction of the customer and no further follow up is necessary or expected.  Apparently this complaint was filed before we were able to sit down and...

have a rational conversation with the customer. The customer wanted to sell the truck they purchased a year and a half ago back to us and they were not happy with our offer. The customer stated they tried to sell the vehicle to at least 2 [redacted] dealers who offered a higher price.  After coming to an agreement they were told the [redacted] showed a mileage discrepancy so the dealers would not honor the price initially offered. The customers displayed an extremely irate attitude demanding full refund of their original purchase price while extending loud profanity, name calling, and unreasonable accusations.  One of the spouses eventually left the premises at the urging of the calmer spouse and that may be when the absent party filed the complaint.  We were able to explain our side of the story to the spouse that was present and eventually the other spouse was called back and arrived in an emotional state that allowed for two-way discourse without the hysterics. We explained that information on the [redacted] report is often in error and [redacted] themselves claim no responsibility for information received from its sources.   Over the years we notice a preponderance of the errors on [redacted] originate from smaller mechanical shops.  Since the customer did not request a [redacted] at the time of purchase the mileage issue did not come to the attention of our employees.  We do run a mini report prior to purchasing vehicles that just shows the highlights of the full report and our main reason that is checking for prior accidents which would immediately remove the vehicle from our list of prospective purchases.   If the mileage is suspect the [redacted] will usually make that known to us. The customer stated the manager of the shop who reported the bogus mileage admitted they have made a lot of errors in the past but have improved their reporting process recently and expect better results.  The manager (see business car attached) further said he would contact [redacted] and try to have the mileage corrected. We also have sent information to [redacted] and expect their reports will reflect the true mileage in the very near future.  Please see the [redacted] block ticket which shows the mileage reported by the seller and verified by [redacted] prior to offering it for auction. The purchase order shows the mileage on the odometer at the time our customer purchased it. The DMV transferred title to our customer also shows the correct mileage.  Although it doesn’t come under the heading of “facts” the general condition of the truck is testimony to the mileage on the odometer.  It is not a 150,000 mile truck. Please note the DMV records reflect a consistent progression of mileage over the years both before and after the repair shop showed an unbelievable mileage jump of over 85,000 miles in one year.  We can only imagine someone picked up the wrong VIN # or there was a typo on the mileage the first time in the repair shop and wrong assumptions were made thereafter.  Probably an honest mistake that just got out of hand somehow.   It happens.  Please note this company is the only source of the incorrect mileage information and it is disproven by reputable information before and after it was posted. To resolve the issue to the customer’s satisfaction we negotiated a purchase price higher than our appraised value for the truck and the customer agreed to the terms.  Please see the signed agreement as well as the other supporting documents enclosed.   The meeting closed with hugs and apologies all around.  In closing, Voyager [redacted] Sales did not create this issue nor did we fail to address it immediately when it came to our attention.  It would not even have crossed your desk had we been able to get past the initial “attack mode” that prevented an exchange of information.  For the sake of our customers and our peace of mind we are pleased this situation that seemed so hopeless was fully resolved in a matter of hours. Thank you for reviewing this letter and the attachments.  We look forward to hearing back from you.