Richard S. Cruickshank

To Whom It May Concern: Customer purchased a Chevrolet Equinox on 2/12/On 2/20/vehicle was brought into the shop for brake repairsA loaner vehicle was provided, while her car was in the shop being repairedWe release the vehicle to her on 2/25/Customer did not have any issues again until 7/25/ We towed vehicle close from Houston to AustinMechanic has inspected the vehicle and is now workingCustomer was aware of paying the towing fee of $ and agreed to the feesVehicle is here at the shop waiting for her to pick up her vehicle at her convenienceWe feel that we have worked with the customer to the best of our abilityJust a reminder these are used vehicles and all purchases are AS IS with no warranty Thanks, Long Motors

Complaint: [redacted] I am rejecting this response because:I have forwarded multiple emails in regards to the engine with prices mileage condition shipping and sales cost as well as warranties that are included in the total saleYet again no response what so ever Ive given plenty of time for the manager to return my phone calls and emails and still havent recieved thatThe only thing we have had was a voicemail stating our plates in and we could come get themNo confirmation on the new top no response to the engineWe have bad weather on the way in the next few days and dont have a fitting top to stay dry with and the only vehicle and daily driver I have could break down next weekyou know im paying $a month for a vehicle that is nothing near what was shown and told the day of sale and everything was masked up with things I cant even afford to fix up a backup vehicle between the payments on one income let alone drive to austin once a week to pick something up or for us to be told yeah we can get you a top have a nice day! The BRAND NEW TOP AND USED ENGINE were agreed upon on the parking lot with the general manager after showing him the problem with the top that was already supposed to have been new from when we originally signed and that would be everything LONG MOTORS would cover and we cover the rest of the issues like alignment & exhaust etcId really appreciate the updates and have responses with answers to my questions real true honest answers letting us know which option works and which one doesntAnd I know the response already, we apologize, but you are not the level with the power over validating something like that, you will leave a message for your general manager to get back to me asapregard ***while I appreciate that response because someone saw it it answers no question to us at all Regards, [redacted]

Mrs [redacted] , If I was the person authorize to make a decision in your case, I would had provided a solution by nowHowever, as I mentioned, I will see that the manager that you spoke with, gives you an appropriate solution ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted] is not saying the truth about what happened. First of all you never told me that I had to come in. You specifically told me to email you the estimate and you will get with your general manager and let me know. I didn't ever hear from you nor has my husband. First of all I am the account holder no one should be speaking about my account to anyone but myself. Why would your collection agency speak with my husband without my authorization about payment. I spike to my husband that isn't what was said when he spoke to her. He told her that repairs needed to be completed before we make any additional payments. Payments have been made up to the time [redacted] didn't respond or made an effort to resolve this problem. I have read numerous complaints about Long Motors and I may say I am no it the first person that complains about just buying a vehicle and the vehicle has many problems solo. After purchase. There has to be some law that used car dealers can't be taking advantage of people that depend on the vehicle to talk them to work, take their kids to school and so forth. [redacted] has not reached out to me once since I have made my complaint to him. [redacted] was just making a sale and doesn't care who he sales a broken down car to. I also asked for someone higher than him so I can speak to them and he said there was not anyone he was the manager and I can only speak to him. The professionalism of this company is very poor. Once a vehicle is sold that is it. They don't know who their customers are. Ripping off the poor is unacceptable. Regards, [redacted] ***

Complaint: ***
I am rejecting this response because:
I called multiple times in regards to this issue before filing the complaint with Revdex.comwhen I called to schedule to get the vehicle looked at I was informed that I was still going to have to pay to get it fixedI choose to take it to my own mechanic after several week passing with out receiving a follow up callIts been difficult and unprofessional to reach any one at this office or even get a call back in a timely manner , even this response with the Revdex.com took several months for a response Even now this office is still not making an offer to fix my vehicle or adjust anything rather their choosing to ramble about information that is not trueI did not drive several cars I test drive only two Hopefully the next response will be more helpful and an apology will be given as that would be the right thing to do
Regards,*** ***

COMPLIANT ID *** COMPLIANT RESPOND:
9pt"> CUSTOMER PURCHASED VEHICLE KNOWING THAT THE CAR WAS SOLD AS IS WE ADVISED HER BECAUSE SHE CAME IN TO THE OFFICE LATE EVENING AND HER SALES PERSON MARIO LICONA ADVISED THAT WE DON'T HAVE ANY WARRANTY THAT THEY ARE SOLD AS IS TO MAKE SURE TO CHECK EVERYTHING BEFORE FINAL DECISION SHE THEN PROCEEDED TO TEST DRIVE SEVERAL CAR UNTIL SHE CAME TO DECISION OF THE VEHICLE SHE WANTED SHE WENT AHEAD AND PURCHASED A RX 300 LEXUS VIN # JT6GF10U7YTHE FOLLOWING DAY CUSTOMER CONTACT OFFICE DEMANDING REFUND OF VEHICLE PURCHASED WE ADVISED WE COULD NOT REFUND MONEY BACK SHE SINGED A CONTRACT WITH LONGMOTORSWE ASKED WHY WAS SHE WANTING A REFUND SHE THEN ADVISED THAT THEIR WERE A LOT OF PROBLEMS WITH CAR AND THAT SHE DIDN'T FEEL SAFE WE THEN ASKED WHAT WHERE THE ISSUES MOSTLY IT WAS ONLY ACCESSORIES WE THEN ADVISED THAT WE CAN SET HER UP FOR APPOINTMENT BUT SHE WAS NOT WANTING TO DO THAT SHE JUST WANTED MONEY BACK AT THE END SHE SAID SHE WOULD CALL BACK TO MAKE APPOINTMENT BUT SHE NEVER DID CALL OFFICE TO TRY AND SET UP APPLAST TIME WE SPOKE TO HER SHE WANTED TO DROP OFF 4/17/AND SHE NEVER CAME AND SHE NEVER HAS CONTACTED OFFICE IN REGARDS TO ISSUES !

Complaint: ***
I am rejecting this response because: This is a untrue response, I faxed over documents to LongMotors IncPlus LongMotors staff spoke with insurance companyy then claimed they never spoke to them, LongMotors Inc staff met and spoke with me regarding this matter but failed to tell the truth
Regards,
*** ***

You are a flat out liar! I called the minute we had an issue with the truckYes the truck engine light came on, who ever spoke with my husband stated that if it did not go off to bring the truck inThe light did go off, however only weeks later, a message popped up stating that the battery was not being charged which then led to us having to buy a new alternatorI explained this to ***, and stated that we could not afford to make a payment and pay for the repairsShe told me there was nothing yall could doYou DO NOT work with your customersYou cant even return phone callsI have no messages or missed calls from this dealershipAll I am trying to do is get into contact with the general managerWhom has still failed to return my calls!!

customer and longmotors incresolved issue we refunded customer on 5/13/and voluntary form was signed any further question please contact office ***

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
Long motor's took care of my issues.Thank you .Complaint ID:***Regards,
*** ***

Complaint: ***
I am rejecting this response because:In reference to your reply Mrs ***Since I have spoken to YOU and you stated to bring the vehicle in, I did twiceBoth times told the vehicle does not need to be kept and the first time there was no loaner vehicle availablethe second time we were told it didn't need to stay all parts were known and the shop was backed up for a few weeksso thats two times I have driven all the way to austin to turn around and come right back with absolutely nothing looked at We changed the oil THE DAY AFTER purchase and immediately called to report the problems that were masked upwe asked million questions about maintenance and if anything had been replaced and were told everything is good to go and working ordercome to find out there was a feel pro gasket (AFTERMARKET) on headers and after noticing that and inquiring on the first visit we find out there was work doneprior to that visit multiple emails had been sent to gaspar and even held several phone conversations all resulting in the manager would contact meWhen I attempted to reach Mrs *** yesterday she seemed to be out all afternoon on lunch atleast thatd what I was toldwhen I tried calling later on she still was unavailable and at lunch, mind you this was well after the time we were told she would be availableI did speak to a salesman about the issues I cant remember his name but he stated Mrs *** had nothing to do with the issue at hand and doesnt know why she would be attempting to handle it since she is just a title manager or Clerk, whatever and the general manager is handling us, unfortunately he was unavailable again and he was supposed to be leaving a message for the General Manager Only to contact me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:There's nothing told if its going to
be fixedInstead we have been told we have to pay for the motor and you guys will install itVery disappointing since we were told the engine was perfectI actually expect yall to pay for the motor as well as the work to install preferably by a shop WE TRUST seeing how your mechanics couldnt even install a radio properlyWe dont seem to ever get replies to emails or phone calls again disappointing when we are paying customers and the lack of customer service is insane when there are so many employees
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:I have forwarded multiple emails in regards to the engine with prices mileage condition shipping and sales cost as well as warranties that are included in the total sale. Yet again no response what so ever.  Ive given plenty of time for the manager to return my phone calls and emails and still havent recieved that. The only thing we have had was a voicemail stating our plates in and we could come get them.. No confirmation on the new top no response to the engine. We have bad weather on the way in the next few days and dont have a fitting top to stay dry with and the only vehicle and daily driver I have could break down next week. you know im paying $400 a month for a vehicle that is nothing near what was shown and told the day of sale and everything was masked up with things I cant even afford to fix up a backup vehicle between the payments on one income let alone drive to austin once a week to pick something up or for us to be told yeah we can get you a top have a nice day! The BRAND NEW TOP AND USED ENGINE were agreed upon on the parking lot with the general manager after showing him the problem with the top that was already supposed to have been new from when we originally signed and that would be everything LONG MOTORS would cover and we cover the rest of the issues like alignment & exhaust etc.. Id really appreciate the updates and have responses with answers to my questions real true honest answers letting us know which option works and which one doesnt. And I know the response already, we apologize,  but you are not the level with the power over validating something like that, you will leave a message for your general manager to get back to me asap.. regard [redacted].... while I appreciate that response because someone saw it it answers no question to us at all.
Regards,
[redacted]

COMPLIANT ID [redacted] RESPOND TO COMPLIANT : CUSTOMER METAL PLATES  WHERE DELAYED BECAUSE WE HAD ISSUE WITH TITLE THERE  WAS NOT A POWER OF ATTORNEY FOR US TO PROCESS THE TITLE APPLICATION SO WE HAD TO WAIT FOR AUTO AUCTION TO GET IT TO US WHILE THIS HAPPENED OUR TITLE CLERK...

LEFT THE COMPANY AND WE WHERE NOT ADVISED THE THIS APPLICATION NEED THIS DOCUMENT TO PROCESS BUT AS SOON AS THE NEW TITLE CLERK FOUND OUT  SHE WENT AHEAD AND TOOK CARE OF IT AND WE PROCESS IMMEDIATELY WE ALSO HAVE SPOKEN TO TDMV AND ADVISED THE SITUATION SO THEY ARE AWARE OF WHAT HAPPENED BUT CUSTOMER NOW HAS STICKER AND PLATES ISSUE  WAS RESOLVED .

Hi Mrs. [redacted],    This is [redacted] with Long Motors. I will see that your complaint gets a proper answer from our G.M. On behalf of Long Motors. we apologize for the misunderstanding. [redacted]

To Whom it may concern, This is [redacted] internet salesman for Long Motors inc. Regarding the complaint of the Malibu for [redacted] My manager and I were able to look back into your account and see what was the root of the issue. As followed is the chronicle order...

of how, why and when the problem was left on solved. On 01/21/2015 We, Long Motors Inc, received a called from [redacted] stating that the vehicle was involved in an accident. And that we would here back from her the next day with the insurance claim and agent number. At this moment the customer was delinquent in her monthly payment. The following day, 01/22/2015 Long Motors Inc, received a called from the customer attorney's office. Asking why do you need the insurance information and claim number. Our insurance clerk answered them stating that Long Motors Inc is the Lein Holder of the vehicle and any insurance claim done with out Long Motors Inc consent is fraudulent actions. On 01/23/2015 Costumer, [redacted], came to made a partial payment, she was asked to wait so that can call [redacted](the collection dept), however the customer said that she could not wait because she has a lot to do.. (she continued to used explicit language) and mentioned that she has never had to go through this before. We tried to have her understang that we needed her to talk to the collectionist so that she can make a payment arrangement. because she still owed a portion of her paymen. But further more she cursed and walked off.. The morning of 01/29/2015 we spoke with [redacted] And told her that the payment wasn't made in full and we need to collect the rest before the it gets any later. The customer responded and was confused as to why [redacted] made a payment when there is a claim pending. We informed [redacted] that the payments needed to be made regardless of the case status. Till we received the insurance check to close the account. The following day [redacted] called and mentioned that she doesn't think that she should be making any more payments on the car. We also explained to her that the payments need to be till we receive a check that pays off the account. We went ahead and transferd the call to the insurace clerk so that she can explained to her the claim process. By 2/10/2015 Long Motors Inc. still continued to wait for the insurance status of the claim and for the previous month payment. On 2/23/2015 We, Long Motors Inc, called the customer for one last time to try to collect the payment. We have neither heard from her lawyer, insurace agent nor her( the customer). We called but weren't able to contact her. We left a message stating that we would have to repossess the vehicle with in 24 hours if we didn't hear from her. The customer had still been driving the vehicle. The next step after calling her was to print the repossesion order. By noon 2/24/2015 we placed the car out for repossesion and picked up with in a couple of hours. After the vehicle was reposses the customer called and said that she was supposed to be getting the car fixed.. We explained to her that we repossessed the vehicle because we had no proof that their was ever an insurance claim, her lawyer never contacted us again and she hadn't made her full payments. [redacted] said that she would talk to her husband to see if they will get the car out. The vehicle was never paid by her insurance. Long Motors sold the car for exportation. Even though Long Motors inc sold the car, we can legally enforce the customer to pay the remaining balance. The account has a balance of approximately $10,000 owed. A balance that neither the customer nor her insurance has paid. Which hinders Long Motors. We suffered that loss and have left the customer alone. We, Long Motors Inc have no problem contacting our lawyer and have the customer pay off the balance. If there's any questions please feel free to contact us.Sincerly,[redacted]

Complaint: [redacted]
I am rejecting this response...

because:There's nothing told if its going to be fixed. Instead we have been told we have to pay for the motor  and you guys will install it. Very disappointing since we were told the engine was perfect. I actually expect yall to pay for the motor as well as the work to install preferably by a shop WE TRUST seeing how your mechanics couldnt even install a radio properly. We dont seem to ever get replies to emails or phone calls again disappointing when we are paying customers and the lack of customer service is insane when there are so many employees.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] is not saying the truth about what happened. First of all you never told me that I had to come in. You specifically told me to email you the estimate and you will get with your general manager and let me know. I didn't ever hear from you nor has my husband. First of all I am the account holder no one should be speaking about my account to anyone but myself. Why would your collection agency speak with my husband without my authorization about payment. I spike to my husband that isn't what was said when he spoke to her. He told her that repairs needed to be completed before we make any additional payments. Payments have been made up to the time [redacted] didn't respond or made an effort to resolve this problem.  I have read numerous complaints about Long Motors and I may say I am no it the first person that complains about just buying a vehicle and the vehicle has many problems solo. After purchase. There has to be some law that used car dealers can't be taking advantage of people that depend on the vehicle to talk them to work, take their kids to school and so forth. [redacted] has not reached out to me once since I have made my complaint to him. [redacted] was just making a sale and doesn't care who he sales a broken down car to. I also asked for someone higher than him so I can speak to them and he said there was not anyone he was the manager and I can only speak to him. The professionalism of this company is very poor. Once a vehicle is sold that is it. They don't know who their customers are. Ripping off the poor is unacceptable. 
Regards,
[redacted]

If I could give them zero stars, I would. I have had nothing but TERRIBLE service from this company. Whatever you do... DO NOT BUY A CAR FROM LONG MOTORS. The moment you sign those papers, they forget what "customer service" means. My husband and I have 2 cars through them. The first, we are almost done paying off, when we first purchased it, it had a number of mechanical issues, including the AC and motor mounts. At that time, we had purchased and extended service warranty, and even though we brought all issues to their attention, we were required to bring in the car 3 separate times, leaving us with only one car, and we had to pay the deductible 3 times. We got in a jamb and had to purchase another car from them, against our better judgement. Before the first payment was due, I had to spend $1000+ to have the brakes, callipers, and rotors replaced because the brakes went out while I was driving. When I called to tell them I would be a week late on my payment because of this, I had to bring in receipts showing that I had made the repairs. We then had no other issues, as we would call and pay our payment using a debit card over the phone. They recently began to charge $5 to use a card...we each pay our cars bi-weekly, so we are talking about an extra $20 a month. That may not seem like much, but if you think about it like an extra $240 a year, it quickly adds an additional $1000 to your car price. Last month, my payment fell on a Tuesday, when they called to do their "friendly reminder" I let Anna know that I would need to pay Friday. She said ok, and then on Thursday, a repo man showed up at my house. I had to borrow the money from my mom, or I would owe an additional $150 repo fee before I could get the car back. We live in [redacted], I work in [redacted] and my husband works in [redacted]. One car is not feasible in our life. Yesterday, Maggie, the collections manager called and asked for my husband, refused to speak to me about the purpose for the call, even though the car is in my name, and my name only. She hung up on my 4 times in the last 2 days. When I called back and suggested they call customer's back, if they phone just "disconnects" so the perception is not that we were hung up on, her response was "I dont have to call you back, I wasnt calling to speak with you." This place is just ridiculous. I have never regretted a purchase so much.