Sterling Auto, Inc.

I apologize for the delayed response to the complaint Ms*** submitted into your officeOur mailing address has changed since we just received your letter today
Upon receiving Ms***'s initial email on 10/7/2014, I called
the number she provided in her email (2:pm), got her voicemail and left her a message to call meAn hour later she returned my callI let her know that I was currently out of the office and would research her complaint and get back to her the following day (10/8/2014)
Ms*** purchased her vehicle from Sterling Auto three years prior so it would take a little time to find out what had happened with her extended service plan
On 10/8/2014, I sent her a follow up email explaining that the sales person who sold the extended service plan, made in error and that the vehicle she purchased did not fit the extended service plan guidelinesUnfortunately, we did not receive notice of the error from the company at the time of submission or we would have contacted Ms*** with another alternativeThis was also explained to Ms***I let her know that we would be refunding her the amount she paid for the extended service plan ($500)We didn't feel she should have to wait for us to work out the reimbursement with the warranty company and a check would be ready for her as soon as possible
I did not get a response back from Ms*** until 10/9/when she called my cell phoneI was unable to return her call until the following day (10/10/2014)She said she would accept the warranty reimbursement but also wanted the documentation fee and smog fee reimbursed alsoI told her that the documentation and smog fee was standard for all vehicle purchases and had nothing to do with the warranty purchaseI told her I would see if the owner was willing to refund the doc and smog fee and since our office is no 'by appointment only' - to let me know when would be a good time for her to pick up the checkShe said she would give me a call back
I did not hear from Ms*** until 10/14/She sent another email to our general email address and again requested the refund of not only the extended warranty plan, but also the doc and smogShe attached what she referred to as the warranty receiptWe spoke on the phone that same dayI explained that the owner was out of town until the 18th but in the meantime how did she want to take care of picking up the $check that had already been issuedAfter a few calls back and forth and voicemails stating she could not make it in the afternoons, she asked if I could set up a time to meet her at Sterling Auto sometime in the morningShe even went as far as getting our new addressI left her a voicemail at 3:40pm that same day (10/14/2014), I could meet her at 9:am 10/17/and to give me a callI also said in the voicemail if she could not make the appointment to provide me with her mailing address to avoid further delay of her reimbursement, I would just drop it in the mail for her
To this date, I have not heard from Ms***
Ms*** is entitled to the reimbursement of $for the purchase of an extended service plan - nothing moreIn light of the events surrounding her complaint, we request that Ms*** make an appointment to pick up her check and sign a release - acknowledging she received the reimbursement in writing
Sincerely,
*** ***
Business Manager
Sterling Auto, Inc
916-348-

There was also a charge for a document preparation fee of $55.00.

Review: At the time of purchasing my vehicle I also purchased a 5 year/100k power train warranty from Sterling Auto. My vehicle and warranty were paid in full on 10/23/11. On 10/6/14 I had serious car trouble, I brought my car my mechanic. My mechanic attempted to file a claim with First Automotive (my warranty) and was told that there was no record of my warranty. I contacted First Automotive and was also told that there was no record of my warranty. I contacted Sterling Auto on 10/6/14 and asked to speak with management. The man who answered said he was,his name was Shawn. He told me that he was in the bay area and that the company was moving and to email him the information and he would get back to me on 10/8/14. I emailed him 10/7/14 the receipt of my vehicle and warranty and I let him know that his needed to be resolved today or I would contact proper authorites. He called me and yelled at me telling me that he did not like my email and that I was rude and he would not help me with my warranty, that I could do what ever I wanted and he did not care. A woman named [redacted] contacted me and identified herself as business manager from Sterling Auto and she told me that the sales person who sold me my car did not know that my car did not fall under the warranty guidelines and that is why my car does not have a warranty.In addition, when I purchased my vehicle Sterling Auto did not smog my vehicle before selling it to me. I found this out after the fact.Sterling Auto wanted me to take it to them to get smogged , I let them know this would be out of the way for me and I was already upset because this was supposed to already be done befor I purchased the vehilce. I was also charged for the smog on my reciept for my warranty.Desired Settlement: The sales person should have known since it is a used car dealership about the differences in warranties and if the car would be covered under the warranty or not. I would like a refund of $550 for the cost of my warranty and smog check that was already supposed to be done before a dealership sells a car in California.

Consumer

Response:

There was also a charge for a document preparation fee of $55.00.

Business

Response:

I apologize for the delayed response to the complaint Ms. [redacted] submitted into your office. Our mailing address has changed since we just received your letter today.

Upon receiving Ms. [redacted]'s initial email on 10/7/2014, I called the number she provided in her email (2:28 pm), got her voicemail and left her a message to call me. An hour later she returned my call. I let her know that I was currently out of the office and would research her complaint and get back to her the following day (10/8/2014).

Ms. [redacted] purchased her vehicle from Sterling Auto three years prior so it would take a little time to find out what had happened with her extended service plan.

On 10/8/2014, I sent her a follow up email explaining that the sales person who sold the extended service plan, made in error and that the vehicle she purchased did not fit the extended service plan guidelines. Unfortunately, we did not receive notice of the error from the company at the time of submission or we would have contacted Ms. [redacted] with another alternative. This was also explained to Ms. [redacted]. I let her know that we would be refunding her the amount she paid for the extended service plan ($500). We didn't feel she should have to wait for us to work out the reimbursement with the warranty company and a check would be ready for her as soon as possible.

I did not get a response back from Ms. [redacted] until 10/9/2014 when she called my cell phone. I was unable to return her call until the following day (10/10/2014). She said she would accept the warranty reimbursement but also wanted the documentation fee and smog fee reimbursed also. I told her that the documentation and smog fee was standard for all vehicle purchases and had nothing to do with the warranty purchase. I told her I would see if the owner was willing to refund the doc and smog fee and since our office is no 'by appointment only' - to let me know when would be a good time for her to pick up the check. She said she would give me a call back.

I did not hear from Ms. [redacted] until 10/14/2014. She sent another email to our general email address and again requested the refund of not only the extended warranty plan, but also the doc and smog. She attached what she referred to as the warranty receipt. We spoke on the phone that same day. I explained that the owner was out of town until the 18th but in the meantime how did she want to take care of picking up the $500.00 check that had already been issued. After a few calls back and forth and voicemails stating she could not make it in the afternoons, she asked if I could set up a time to meet her at Sterling Auto sometime in the morning. She even went as far as getting our new address. I left her a voicemail at 3:40pm that same day (10/14/2014), I could meet her at 9:30 am 10/17/2014 and to give me a call. I also said in the voicemail if she could not make the appointment to provide me with her mailing address to avoid further delay of her reimbursement, I would just drop it in the mail for her.

To this date, I have not heard from Ms. [redacted].

Ms. [redacted] is entitled to the reimbursement of $500.00 for the purchase of an extended service plan - nothing more. In light of the events surrounding her complaint, we request that Ms. [redacted] make an appointment to pick up her check and sign a release - acknowledging she received the reimbursement in writing.

Sincerely,

Business Manager

Sterling Auto, Inc.

916-348-0200