Scott Motors, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. The response from Scott does not satisfy or resolve my issues and/or concerns in anyway regarding complaint #***. Several concerns remain, and even more come into play"We were able to drop the his percentage point by moving the loan to a different bank that approved him at a better rate which then passed along to him." I was only approved by ONE lender. I have the denials from all the other lenders to prove it. With this ONE lender, my quoted rate was dropped a full percentage point to accommodate the cost of the gap insurance. The conversations I had did indeed indicate that the GAP Insurance coverage WAS a stipulation to obtain the loan. I asked more than once to try to get the truth. It wasn't forthcoming. Thus, I asked for the Sales Manager to express my issues and/or concerns. It was only then that both Finance Manager and Sales Manager agreed to mysteriously forego the lender required GAP insurance "stipulation", but at the same time introduced the bank fee of $399 for the first time (the $bank fee was ironically about half of what the GAP insurance premium was, and was in inline with 50% commissions being paid on such products). My final paperwork has no "bank fee" line item listed as would seemingly be required. Instead, the price of the car, for Stock number was raised from the advertised and agreed upon price of $14,995 to $15,to accommodate the "bank fee" (a fee that was never disclosed or listed on the paperwork I have). I got the sense that the profit margin target was not being hit, as the rate was dropped to accommodate the GAP Insurance (which would have made the dealership a commission from the 3rd party insurer, not the lender), and once my GAP insurance issue/concern had to be addressed, they made that revenue up by raising the price of the vehicle at the last minute (again, with no "bank fee" disclosure or proof that there was indeed a bank fee). As for the fact that I know all this and still took delivery of the car. I transacted on a Saturday with a significant down payment, and returned on a Monday, after the car was registered, fees paid, etc. I was carless for over a close to two weeks, and I was in no position to not take delivery, as I was in between a rock and a hard place. The key issue was not even mentioned until I got into the car to start, with my new plates on it, and the deal consummated + hours before. There was no turning back. I expressed my concerns all along the way. My displeasure should not have come as news to anyone there. I would have been happy with 90% transparency. I got about 50% at best. And, as for the contact part, I have reached out so many times, leaving messages, playing phone tag, having the contact person paged. All I asked for was a set time to discuss over the phone. The best offer I got was to drop into the dealership to discuss without an appointmentThat has not come to fruition yet. In short, I have never spoken to anyone from Scott. If my business received a complaint, I would make sure that I made myself readily available to address the customer's concerns/issues. That has not been my experience with Scott to date.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business, and subsequently have met with them to resolve the issues /concerns that I had in my car buying experience with them. I am in receipt of a mutually agreed upon refund. But more importantly, I am confidant that the General Manager now has a full understanding into the scope and depth of my concerns, which pertained not only to me, but other potential customers in the future. As stated earlier, my dealing with Scott over the past + years have always been positive with the exception of experience that this complaint centered on. Is was such a from the norm, and so concerning, that it warranted my action. Please close the complaint, as I am satisfied with the dialogue and resolution provided by Scott. Thank you
Regards,
*** ***

We apologize for leaving our customer with this type of perception about our dealership Everything we do is always 100% transparent and there are never any "tricks" played with regards to financing or any other service we provide In this situation we went out of our way to obtain
financing for this customer after he did not qualify for a standard rate loan We did not disclose a rate masimply because there was none We also made it vey clear that gap insurance is optional and in no way mandatory; so when the customer declined this insurance it was never included in the pricing or paperwork to begin with We were able to drop his percentage point by moving the loan to a different bank that approved him at a better rate which we then passed along to him We are surprised that this customer used this avenue to complain about his experience, as he took over an hour to read all the paperwork thoroughly before signing We answered all of his questions straightforwardly and honestly When he took delivery he was completely aware of all of these circumstances (the key, bank fee, registration delay due to the DMV being closed on the weekend, etc...) and still chose to purchase the vehicle It was not until a week later that he complained about his experience publicly--before calling us or speaking to anyone at our dealership. Since receiving the complaint, we have tried contacting the customer repeatedly and have been unable to do so We were clear and transparent throughout the entire process and believe we did not do anything wrong In fact we helped this customer immensely by offering him a fair price for a used vehicle and facilitating the best financing options he could have found anywhere We hope to speak with this customer to better understand why he filed this complaint to begin with, and if there is anything we can do to correct his perception of us

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Thank you for the response -On my first visit I was not informed that the fault will not be fixed There was no need to do the 10,mile service since I had not completed the required 10,mile service As soon as I picked up the car< I showed it to the technician I informed them of the need to fix it before Thursday PM. I spoke to numerous people in the organization. Of course, they will resolve this with me, as I have friends in ** ***, access to Revdex.com and the time and willingness to pursue this. But, I am trying to understand how many people cannot take days out of their schedule to go to a dealership to get a car fixed. Thank you
Regards,
*** ***

We do regret that this customer feels this way. He is a long term customer and we appreciate his business and his patience  He came in on Saturday 7/29 with a check engine light on. He was informed that we could only diagnose the problem and he would need to return as we did not have a...

technician on staff that day for lengthy repair. A 10K mile service was performed and he was charged $125.64 He returned yesterday, 8/3 for the check engine issue.  As we discussed with him on the phone there were 2 fault codes present and we agreed with him that an issue existed and had been present for some time. With his consent, we went ahead and repaired the thermostat and purge valve replacement.  The repair total was $583.35 with the $110 credit for the diagnostic fee that we discussed on the phone. Upon returning the car, the engine light returned. Understandably the customer was upset by this and was provided a free rental car for his added inconvenience. Upon technician review first thing today 8/4 it was determined that while replacing the thermostat and purge valve the technician may have bumped a connector wire near the manfold which became loose,  which tripped the check engine light again. The customer was informed that there are no additional repairs needed nor any additional charges and arrangements have been made for us to deliver his car this morning to him at his location and convenience.   While issues unfortunately occurred, we have done what we can to correct the matter amicably and respectfully including further discounting the service and offering a free rental car to make up for the inconvenience.  .

Mr. [redacted], we have tried many times to try and resolve this complaint with you but have not been able to reach you.  Most of your concerns are based on your speculation of some additional profit we were trying make from you, which is simply not the case.  We did everything we could to provide you a straight forward, honest transaction at a fair price.  If you were not happy with our services for any reason you had the choice at any time to cancel and walk away.  As we have stated previously, we would like to discuss this with you in greater detail to try and resolve your dissatisfaction but we have been unable to reach you.  We will continue trying to resolve this with you in an amicable way.  We have not served our community for over 67 years by doing business in the manner you insinuate.  Please contact General Manager [redacted] at your earliest convenience if you would like to discuss this matter further.  Thank you for your time.