Royal Family Motors

They had my daughters car for months now & it's still not fixed everytime we call to check on it it's said they're still waiting on warranty company to approve motor the worst car dealership in Canton Ohio please don't deal with them

Upon review of the customer concern and our investigation into the customers complaint we have found that the customer had a genuine problem We have taken steps to resolve the issue The customer's vehicle will be in our repair facility Monday and we have ordered another sunroof to replace the leaking sunroof We have also advised the customer to press the spot on the steering wheel labeled "HORN" in order make the horn function properly We feel that we are making all efforts to rectify the customers problems/questions in a timely fashion Communication is a crucial part of problem solving, and we hope that moving forward there is an open line of communication between [redacted] and ourselves If there are any additional questions I would be happy to answer them.Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] First please let me say I very much appreciate your respectful response and your taking responsibility for your employees behaviorHowever, please explain this digital copy of my signature you have that gave permission to run my creditThe salesman I was working with stated they were only running a soft check which should not have impacted my creditI hadn’t even test driven a car at that point but he said this has to be done for me to do soAlso it was well over an hour after I left your dealership (while at another dealership) when my credit watch started notifying me that my credit was being run three separate times Regards, [redacted]

To whom it may concern,I have received the complaint from [redacted] , and reviewed both the notes in our system, as well as listened to the call in question that was made on 2/13/2018.We do have a digital signature on file that was for an Authorization to pull credit which was signed 6/17/ We pulled one credit report , a [redacted] We then submitted the credit application to two banks They subsequently pulled credit [redacted] left the dealership without purchasing a vehicle She did receive subsequent marketing emails between 6/17/and 8/13/2017, before she unsubscribedBetween 9/18/and 2/13/our BDC attempted contacting her via phone times, which resulted in leaving voicemails The last contact was the phone call in question After that call she was placed on our do not call list.Upon reviewing the phone call I feel that "***" was unprofessional, and rudeFor that, I apologize with great sincerity We never want a customer to have a bad experience here, nor do want them to leave feeling badly about our customer service [redacted] has been reprimanded and demoted as a result of that phone conversation We take customer complaints very seriously We try to use them as learning tools, so that we can constantly change and revise our policies to be more consumer friendly As with any company that employs a number of people there is always the human element that comes into play We cannot control our employees reactions or statements as they come out of their mouths All we can do is hope that people like [redacted] give us feedback so that we can mold and foster our people to become better representatives for our company To recap, [redacted] , I apologize on behalf of Royal Family Motors for the way our representative spoke to you on the phone You have been removed from all mailing lists, and placed on our Do Not Call list I also thank you for your feedback as you have helped shine a spotlight on a problem we were not aware of.Respectfully, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

To whom it may concern, On2/7/*** *** came to Royal Family Motors looking for a vehicle. She met her salesperson and selected a vehicle. *** *** was asked a series of questions that allowed the salesperson to enter data into our digital credit application.
This includes questions about being full-time, part-time, employment history, name date social security #, etc. Based on the information provided by *** *** she was approved at a bank, and took delivery of the vehicle. The vehicle had miles on it at the time.When the salesperson is done entering the data, he asked *** *** to review and digitally sign the credit application. She had an opportunity to review the data for errors. I have to go under the assumption that she stated that she was full-time as that is what she signed as being true. Upon verification of employment the bank found that she was only part time. Based upon that information they would not approve the loan application. She stated that she would be able to get her employer to verify full time employment. She was not able to. *** *** was asked if she could provide a co-signor. She was not able to. The back and forth with the information provided by *** *** and the bank took some time. *** *** finally agreed to come in to bring the car back on 2/22/2018. Upon receiving the vehicle we verified the milage. The vehicle had miles on it. Our Spot Delivery Agreement, which *** *** signed upon taking delivery of the vehicle clearly states that: "Should the vehicle be returned, for any reason, the Dealership shall use the Security Deposit orDown Payment paid by Customer to cover the expenses borne from Customer’s failure to complete the PurchaseThe Dealership shall chargeCustomer fifty-two cents ($0.52) per mile for any mile over seventy-five (75) from the mileage indicated above when this Agreement wasexecuted, which is _____________ milesFuther, Customer agrees that should the vehicle be returned, for any reason, it will be necessary forthe Dealership to prepare the vehicle for resaleThe Dealership shall charge Customer fifty-nine dollars ($59.00) for interior detailing, fifty-ninedollars ($59.00) for exterior detailing, and shall charge Customer ninety-one dollars ($91.00) for a Safety InspectionAny payment due andowing by Customer, shall be made at the time of returning the vehicle or after the inspection by Dealership, whichever is laterShould theSecurity Deposit or Down Payment be less than the amount necessary to prepare the vehicle for sale, the Dealership shall have the right tobring any claim in the *** *** *** or in a *** ** *** *** with competent jurisdiction to hear the matterNo claim shall bemade or filed until the Dealership has put Customer on notice of the Amount Due and seven (7) days has passed without payment by Customer." Furthermore, *** *** and Royal Family Motors have entered into an executed Settlement and Release Agreement which holds both parties harmless, and also binds both parties from defaming, or doing actions such as *** *** is doing by contacting the Revdex.com. She has been served a Cease and Desist Letter as well. If you have any questions feel free to contact me*** *** *** Respectfully,*** ***

I am sorry that ** * *** *** feel that way I am not sure of how they would like me to proceed All of the problems that they have listed sound like wear and tear It seems they also have taken their vehicle to other mechanics and as a result would like to set blame for mechanical problems that have arisen on us.I can am sorry that the *** have had issues with their van, and would be willing to help them with diagnosis and repair of any issues that we find We are more than happy to submit any items to the warranty company for them as well But again, it goes against company policy to pay for repairs on a vehicle more than a year after purchase

Revdex.com:
[redacted]and have determined90,  that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The radiator was replaced by the business- not covered under warranty, and cost us $50 (as seen in the service statement provided by Royal Family). Since the replacement of the radiator (I showed no symptoms of a poorly functioning radiator prior to replacement, we simply trusted their judgement.), many problems and leaks have surfaced. I recently had to replace the AC condenser/trans cooler that leaked transmission fluid ever since it's movement to replace said radiator. The lower radiator hose now leaks, as well as the water pump intake tube. I was informed that my oil pan has rusted through which could not have happened in the year I've owned it. Upon inspection of the passenger window regulator to diagnose problems, duct tape and electrical tape were both found under the door panel. My transmission is slipping even after the shifter cable was replaced (by someone other than royal family as they had my vehicle for a long time for a simple alternator, and when I brought it to them with shifter cable problems, they had my vehicle 3 days without contacting my warranty company to begin a claim). My AC blower motor will more than likely need replaced as well. There is a massive amount of rust on my vehicle that was not visible when purchased. It was wrong of me to assume that royal family added the cheap paint coat to hide it, but someone surely did. At minimum royal family needs to inspect their vehicles more thoroughly and be upfront about issues in the vehicle. I should not purchase a family vehicle only to spend DOUBLE making it safe enough for my family to actually use. 
Regards,
[redacted]

On 5/16/2017 [redacted] purchased a 2011 Ford Edge From Royal Family Motors.  They Put down $2000 as a deposit.  They wrote a check for $1500.00 and used a credit card for the remaining $500.00.On 5/20/2017 I received a notification from my bank that the check for...

$1500.00 came back as NSF.  The following day I received a notification that the $500.00 she used on her credit cards was in dispute.The same day we received a call from the finance company stating that the bank application was fraudulent.  (She lied about certain aspects)She would not come in or answer any phone calls to try and rectify the situation.  On 5/25/2017  my credit card processor removed the $500.00 from my account.That day we repossessed the vehicle.  Later in the day on 5/25/2017 [redacted] called and talked to me personally and stated that she would like us to refund the $500 dollars to her credit card.  I told her that it looks like she already had that handled by filing a dispute. On 5/28/2017  [redacted] again called and requested that we refund the $500 immediately.  At this time I informed her that she should call her Credit Card Company about when the funds would be put into her account.  She was not happy, and threatened me with pursuing legal action.On 6/12/2017 [redacted]gain stated that unless I refund $500 to her credit card she would pursue all courses of legal action against this company.  I informed [redacted] that my credit card company advised me "DO NOT ISSUE CREDIT!  The cardholders account has been credited as a result of this chargeback."   I advised her I would not be doing any refund of any sort, that her money has already been debited into her account.It is my humble opinion that [redacted] is just trying to soak the situation for all that she can get.  She knows that she can contact you and that in some circumstances she could force me to double pay her.  I am not going to allow this.I am attaching the documents sent by by [redacted]ompany about this transaction.If you have any questions please feel free to contact me directly.[redacted] Director  -  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] First please let me say I very much appreciate your respectful response and your taking responsibility for your employees behavior. However, please explain this digital copy of my signature you have that gave permission to run my credit. The salesman I was working with stated they were only running a soft check which should not have impacted my credit. I hadn’t even test driven a car at that point but he said this has to be done for me to do so. Also it was well over an hour after I left your dealership (while at another dealership) when my credit watch started notifying me that my credit was being run three separate times. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Upon review of the customer concern and our investigation into the customers complaint we have found that the customer had a genuine problem.  We have taken steps to resolve the issue.    The customer's vehicle will be in our repair facility Monday and we have ordered another sunroof...

to replace the leaking sunroof.  We have also advised the customer to press the spot on the steering wheel labeled "HORN" in order make the horn function properly.  We feel that we are making all efforts to rectify the customers problems/questions in a timely fashion.    Communication is a crucial part of problem solving, and we hope that moving forward there is an open line of communication between [redacted] and ourselves.  If there are any additional questions I would be happy to answer them.Regards,[redacted]

WE HAVE A MEETING WITH [redacted] AND HER FATHER MONDAY TO TRY AND COME UP WITH A RESOLUTION TO HER PROBLEM.

Dear Revdex.com,On 6/22/2016 [redacted] purchased a 2006 Dodge Grand Caravan from Royal Family Motors. They purchased the vehicle for $4460.33 plus tax and title.  In the finance office they chose to purchase an extended warranty.  The lender they went through, [redacted]l, only allows...

one particular Service Contract to be sold.Royal Family Motors has a policy of not engaging in any sort of paint work, or body work on our vehicles.  We had never painted this vehicle as the complainant states.On 1/23/2017 the [redacted] contacted our Service department in regards to some mechanical issues they were having with the van.  They were advised that the earliest they could get them in was 1/27/2017.  They brought the vehicle in and all the complaints were covered under their extended service contract.  The Renos were responsible for only their deductible.  They did not want to pay that amount and wanted us to pay it.  We told them that was not allowed under our policy.Until this complaint we had no idea they were unsatisfied with our service, or the vehicle.I have enclosed the Repair Orders that were done prior to the customer purchasing the van, as well as the warranty repair order.We would be happy to submit any claims that they desire for any repairs to their warranty company for them.  But we are not going to fix items on their vehicle at no cost more than a year after their purchase.If you have any questions, please feel free to contact us.Thanks,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To whom it may concern,I have received the complaint from [redacted], and reviewed both the notes in our system, as well as listened to the call in question that was made on 2/13/2018.We do have a digital signature on file that was for an Authorization to pull credit which was signed...

6/17/2017.  We pulled one credit report , a [redacted].  We then submitted the credit application to two banks.  They subsequently pulled credit.  [redacted] left the dealership without purchasing a vehicle.  She did receive 19 subsequent marketing emails between 6/17/2017 and 8/13/2017, before she unsubscribed. Between 9/18/2017 and 2/13/2018 our BDC attempted contacting her via phone 9 times, which resulted in leaving voicemails.  The last contact was the phone call in question.  After that call she was placed on our do not call list.Upon reviewing the phone call I feel that "[redacted]" was unprofessional, and rude. For that, I apologize with great sincerity.  We never want a customer to have a bad experience here, nor do want them to leave feeling badly about our customer service.  [redacted] has been reprimanded and demoted as a result of that phone conversation.  We take customer complaints very seriously.  We try to use them as learning tools, so that we can constantly change and revise our policies to be more consumer friendly.  As with any company that employs a number of people there is always the human element that comes into play.  We cannot control our employees reactions or statements as they come out of their mouths.  All we can do is hope that people like [redacted] give us feedback so that we can mold and foster our people to become better representatives for our company.   To recap, [redacted], I apologize on behalf of Royal Family Motors for the way our representative spoke to you on the phone.  You have been removed from all mailing lists, and placed on our Do Not Call list.  I also thank you for your feedback as you have helped shine a spotlight on a problem we were not aware of.Respectfully,[redacted]