Sterling Auto Sales, LLC

At this time we are still unable to prove the vehicle was a total loss, nor has [redacted] , as they are waiting to receive supporting documentation from the State of Colorado, whom verifies the actual title status being anything other than a clean title.Sterling [redacted] Sales has offered to take the vehicle back for the sales price, on trade for another vehicle, as Mr [redacted] 's trahas since sold.Mr [redacted] had negative equity of $7,on his tra(value of his trade-in, less the balance on his outstanding loan)Sterling [redacted] Sales will not incur the loss of Mr [redacted] 's negative equity.The offer to take the vehicle back on trade for another unit still stands, but Mr [redacted] continues to be unreasonable and inflexible.Thank you

Per the laws of the State of Colorado we are not required to pre-emission each vehicle we sell, however we are required to provide a voucher for said testAdditionally, per state law, the customer has business days to go get the emissions test done with the dealer being responsible for repairs if it does not passAfter that, the customer is responsible for any and all repairs necessary

In response to Mr [redacted] complaint, we are very disappointed that he did not contact us with the issueThis could have been resolved if we had known there was a problem, but he never contacted usNow that we have been informed of the issue, we have been in contact with the customer and we are taking care of the problem.Thank you.Sterling Auto Sales

[redacted] **subject: Complaint resolvedI entered a complaint against Sterling Auto sales a few weeks back regarding an unreturned depositThey have since been in contact and resolved the matter to my satisfaction by returning my depositTherefore I would like to close out my complaintThanks [redacted] ***

Complaint: [redacted] I am rejecting this response because: I didn't refuse the extended services Adam at the dealership told me that my loan wouldn't cover it so he wasn't going to offer it to meThe rest is true Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The response from Sterling Auto, who knows who composed it, is a prime example of how I have been treated as a customer. It did not even have a hint of consideration for my complaint. I don't even know for sure if they have the correct facts associated with my complaint. Bad guys often "try to do the right thing" Good guys "Do the Right Thing". I have no doubts that the many years they have been in business, mostly the "Right " things have been done. In my case however this doesn't hold true. I left out so called "Crucial details" because they have no bearing on my claim. When I first brought it to them with the transmission problem I did have a trailer hitched to it. Where they may have gotten "Pictures" of a 30' cargo trailer is beyond me. I would like to see those! So how in fact would they know that whatever I was towing would be "well exceeding the towing capacity of the Escalade? My Camper Trailer is a 26 footer. One of the "crutial" details I left out is that when I came in to look at this Escalade, I stated that I was at the time pulling the same camper trailer with my 2006 Chevy Trailblazer v6, which was and still is doing fine, and was looking for a "stronger" vehicle. I was not told at the time that said trailer would be too much for the Cadillac with a strong 6 liter v8, which should be by all accounts a better vehicle for the task. Another "Crucial" Item I left out was that I was told that with a vehicle in such great shape I shouldn't need an extended contract, another item I was foolish enough to believe. I do drive back and forth from Aurora to Sivlerthorne, where Berthoud came from is just another example of them mixing up the info. I don't know if this is relevant to the fact that the transmission work was done without my consent or agreement. I still don't know how much the repair actually cost, have never seen an invoice. I would like to point out that all the "repairs" paid for by Sterling Auto were emissions related. I could not register the vehicle because of these. The "Pretense" of "Good Will Gestures" was never a point because you cannot sell a vehicle that will not pass an emissions test.They did not mention that I have spent more than $2500 on this vehicle on "repairs" that I did not ask for them to take care of. This brings me to the last part of Sterling Auto's response, how can an issue of warranty be between me and the transmission shop if I had no say in the price, type of repair, and length or inclusiveness of said warranty? That is the whole basis if my complaint. That and that I was promised things that were never delivered.I still hold fast on my original complaint and settlement. I would like to be refunded for the towing bill, I would like to see the One Year Warranty on the transmission as promised, I would like the emissions problems corrected fully, I would like to be reimbursed for the reflector on the door and the control panel cover on the drivers side seat and the fog lamp assembly that was missing and the detail job inside and out I was promised before I picked up the vehicle, I would like to be reimbursed for the borrowing of a like vehicle to get me and my trailer to work, and I would also like to see the "Original" invoice for the transmission repair. Regards, [redacted] I purchased a vehicle from Sterling Auto in Franktown CO. I had continued issues with passing emissions (still not rectified). The transmission went out and while it was in the shop the dealer took it to another transmission shop without letting me know and charged me supposedly half the price of which I paid $1200. I was told I would get a one year warranty on the repair. Less than a month latter the transmission failed leaving me stranded for a planned vacation and getting to work. If I could have had a choice I would have spent an extra $500 to get a re-manufactured transmission with a 3 year warranty offered from my mechanic. The shop did fix the transmission, however the loaner vehicle I was promised was rejected by the owner after I waited for 3 days to find out the logistics of getting my vehicle to the shop the did the original work. This cause a further delay because it was Memorial Day weekend and had to wait till Tuesday to have it towed (at my expense) even though the vehicle was down the prior Thursday. I was out of a vehicle for over a week. I work out of town so this made getting there very difficult. When I picked up the vehicle after the second repair I asked about the warranty and was told only 30 days worth of warranty was paid for. I was promised many things from this dealer and only a small amount of items were taken care of. I am having to take the vehicle back to the shop as soon as I can because it is not functioning properly again. I feel that in order to save money I was told that this would be the cheapest and best way to go, after the vehicle was already apart at the transmission shop. I had no choice on how my money was spent and I don't even know if this was the real amount of the service. The customer service from the beginning was less than suspected after spending $16000 on a vehicle. I was forgotten about for weeks at a time and when I did get a response I felt as if I had done something wrong. All in all in the 3 months I had the vehicle it was in the shop at different times for more than a month, all without even a suggestion of a loaner except for the last transmission failure then latter told I was on my own. Basically told Sorry for your luck.Desired Outcome/SettlementDesired Settlement: RefundI would like to be refunded for the towing bill, I would like to see the One Year warranty on the transmission as promised, I would like the emissions problems corrected fully, I would like to be reimbursed for the reflector on the door panel the control cover on the drivers side seat and the fog lamp assembly that was missing all I was told would be fixed including a detail clean job ,I would like to be reimbursed for the time lost and for the borrowing of a like vehicle to get me to work tow a travel trailer for work, and I would like to see the invoice for the original transmission repair.

Ms [redacted] purchased a [redacted] from us on 9-27-Approximately a month and a half later, and additional miles on the ***, she called the salesman stating she was having issues with the ***Ms [redacted] never stated taking the [redacted] to several (or any) mechanics before calling usFact is, Ms [redacted] said she had been gone an entire month after purchasing the vehicle from us.Ms [redacted] signed the Federal Law "AS IS" Buyers Guide disclosure, where it states: "YOU WILL PAY ALL COSTS FOR ANY REPAIRSTHE DEALER ASSUMES NO RESPONSIBILITY FOR ANY REPAIRS REGARDLESS OF ANY ORAL STATEMENTS ABOUT THE VEHICLE."Sterling Auto Sales makes every effort to ensure that we do the right thingEven though the Dealership was not obligated in any way, we offered to help her with the repairsIt was verbally agreed upon by Ms [redacted] and the salesman to tow the vehicle at her expense, as Sterling Auto Sales would pay the remainder of the repairsEven though Ms [redacted] signed the "AS IS" agreement, Sterling Auto Sales, in GOOD FAITH, had the vehicle towed, repaired, and paid the entire bill after the customer took delivery of the car.Statements were sent out monthly, repeated messages were left, and it was not until nearly two years later - August 4, 2015, after we had sent a final notice via certified, return receipt, that we received the call from Ms [redacted] , refusing to pay the tow charges.Sometimes it is better to lose (in our case hundreds of dollars) and do the right thing than to win and do the wrong thing, as Ms [redacted] chose to doEven though she signed the "AS IS" and failed to contact us for nearly two years, we will not send her to collections

Sterling *** Sales offers *** reports free of charge on all vehicles on our website, as well as in every vehicle for the customer to reviewAs we stated previously, we have been in contact with ***, and we are waiting to hear back from themWe believe *** has reported this "loss" in error, as the State of Colorado title is clean, as well as the *** *** report.Once again, Sterling Auto Sales is offering to take the vehicle back for the sales price, on trade for another vehicle, less the negative equityOr, we can buy back the pickup for the sales price, less the negative equityMr*** feels we should eat the loss that HE incurred when he purchased the vehicle (his trade-in) from another dealership. STERLING AUTO SALES WILL NOT PAY FOR HIS NEGATIVE EQUITY.Mr*** has entered our premises shouting and screamingSterling Auto Sales does business in a professional manner, and this type of behavior will not be toleratedWe want resolution as soon as possible and have tried multiple times to work with Mr***, but there is not much more we can offer at this point.Thank you

The extended service contract was offered, lender unable to approve the extended service contract amount, and customer declined to purchase the warranty outright (out of pocket)

Complaint: ***
I am rejecting this response because: I am in no way being unreasonable, as I have stated before, I had no say in the transmission transaction and was promised multiple things that never have been produced by Sterling Auto and it's ownerBecause of a decision that I had no part of, I was left stranded and very distraught with no help or consideration from the ownerI could have gotten a better warranty, better service, and less downtime, for just a few hundred dollars more, however I was left with no choiceI also see from the so called "invoice" that the total was $2200, I was told I was paying for half, I see that I paid for more than half since I had to pay $Just another example how I have been treated by the owner of Sterling Auto and it's employeesFrom a consumer standpoint this is totally unacceptable
Regards,
*** ***

from: *** *** ***to: [email protected]: Thu, Feb 23, at 6:PMsubject: sterling auto plaza refundHi this is *** *** they have contacted me and resolved the issueSo no need to pursue the caseThis is settled Thanks for you help

Customer is being totally unreasonable at this point and we feel we already went above and beyond to try to take care of himWe told him, at the time of our last concession, that after that we were done and no further actions in the futureIt was after that he asked again for more help

Ms*** did sign an "As Is" as well as declined an extended service agreementSterling Auto Sales did however pick up the car, towed vehicle to *** to have the transmission repaired, and towed vehicle back to Sterling where Ms*** picked it upSterling Auto Sales paid for half of the
repairs, Ms*** paid remainder half. Thank you

It's unfortunate that when trying to do the right thing we still appear do be the "bad guy" in this situation. We have been in business since 1958 because we do go above and beyond trying to help our customers.  This situation is a perfect example of crucial details being left out by our...

customer.  The very first time he brought the vehicle in complaining of transmission problems to our service center it was hitched up to a 30ft cargo trailer (which we have pics). This is clearly well above the Escalades tow limit, and the customer admitted the vehicle goes back and forth from Denver metro to Berthoud/Silverthorne. He also declined any extended service contracts, and signed the Federal AS-IS document at delivery. Nevertheless we took care of the customer by paying 50% of the transmission repair 3 weeks after delivery. We also spent another $380 on further repairs requested by the customer at the same time. It was under the pretence that he now owns the vehicle, and this is our final goodwill gesture. Nearly 2 months later, [redacted] called to tell us he thought the transmission was bad again. He stated he was still pulling the trailer. I has to remind him of our prior conversation, and reminded him the transmission shop did have a warranty on the transmission,  and it was between him and the transmission shop.

At this time we are still unable to prove the vehicle was a total loss, nor has [redacted], as they are waiting to receive supporting documentation from the State of Colorado, whom verifies the actual title status being anything other than a clean title.Sterling [redacted] Sales has offered to take the...

vehicle back for the sales price, on trade for another vehicle, as Mr. [redacted]'s trade-in has since sold.Mr. [redacted] had negative equity of $7,556.95 on his trade-in (value of his trade-in, less the balance on his outstanding loan). Sterling [redacted] Sales will not incur the loss of Mr. [redacted]'s negative equity.The offer to take the vehicle back on trade for another unit still stands, but Mr. [redacted] continues to be unreasonable and inflexible.Thank you.

Complaint: [redacted]
I am rejecting this response because: When I first found out the [redacted] was showing this vehicle as a total loss I notified John A[redacted] at Sterling immediately. Once he was notified there was no sense of conern on their end. They never acknowledged the seriousness of this situation and never let me know they would help me through this situation. They never assured me they would help fix the situation if :1 - the vehicle is confirmed a total loss as the [redacted] shows or,2 - they would get the [redacted] corrected IF the vehicle was not a total loss so I am not negatively impacted down the road if I get rid of the vehicle.Yesterday was the first day the dealership offered me any type of a legitimate option to this situation. I contacted John A[redacted] with Sterling [redacted] on Friday 7/31 at roughly 2:45 pm to ask if they would trade me back my original truck. The response I received from John A[redacted] was that he was with a customer. I never heard from him after that until I went to the dealership Saturday, August 1st to get an update as communication has been less than good throughout this situation. At that time John informed me they sold my vehicle. It seems they are trying to make the situation more complicated for me as a customer who just wants some sort of resolution to the issue.I feel Sterling [redacted] has been unreasonable because they told told me this would just be a "pissing match" which told me they didn't want to help. I also do not feel I am being unreasonable at this time because if Sterling [redacted] would have provided me with the [redacted] up front, I would have never agreed to purchasing the vehicle as the [redacted] showed a total loss.
Regards,
[redacted]

The owner is meeting with the customers on Wednesday, March 8th to come up with a resolution.

Per the laws of the State of Colorado we are not required to pre-emission each vehicle we sell, however we are required to provide a voucher for said test. Additionally, per state law, the customer has 3 business days to go get the emissions test done with the dealer being responsible for repairs if it does not pass. After that, the customer is responsible for any and all repairs necessary.

Ms. [redacted] purchased a [redacted] from us on 9-27-13. Approximately a month and a half later, and 967 additional miles on the [redacted], she called the salesman stating she was having issues with the [redacted]. Ms. [redacted] never stated taking the [redacted] to several (or any) mechanics before calling us. Fact is, Ms....

[redacted] said she had been gone an entire month after purchasing the vehicle from us.Ms. [redacted] signed the Federal Law "AS IS" Buyers Guide disclosure, where it states: "YOU WILL PAY ALL COSTS FOR ANY REPAIRS. THE DEALER ASSUMES NO RESPONSIBILITY FOR ANY REPAIRS REGARDLESS OF ANY ORAL STATEMENTS ABOUT THE VEHICLE."Sterling Auto Sales makes every effort to ensure that we do the right thing. Even though the Dealership was not obligated in any way, we offered to help her with the repairs. It was verbally agreed upon by Ms. [redacted] and the salesman to tow the vehicle at her expense, as Sterling Auto Sales would pay the remainder of the repairs. Even though Ms. [redacted] signed the "AS IS" agreement, Sterling Auto Sales, in GOOD FAITH, had the vehicle towed, repaired, and paid the entire bill after the customer took delivery of the car.Statements were sent out monthly, repeated messages were left, and it was not until nearly two years later - August 4, 2015, after we had sent a final notice via certified, return receipt, that we received the call from Ms. [redacted], refusing to pay the tow charges.Sometimes it is better to lose (in our case hundreds of dollars) and do the right thing than to win and do the wrong thing, as Ms. [redacted] chose to do. Even though she signed the "AS IS" and failed to contact us for nearly two years, we will not send her to collections.

Complaint: [redacted]
I am rejecting this response because:The response from Sterling Auto, who knows who composed it, is a prime example of how I have been treated as a customer. It did not even have a hint of consideration for my complaint. I don't even know for sure if they have the correct facts associated with my complaint. Bad guys often "try to do the right thing" Good guys "Do the Right Thing". I have no doubts that the many years they have been in business, mostly the "Right " things have been done. In my case however this doesn't hold true. I left out so called "Crucial details" because they have no bearing on my claim. When I first brought it to them with the transmission problem I did have a trailer hitched to it. Where they may have gotten "Pictures" of a 30' cargo trailer is beyond me. I would like to see those! So how in fact would they know that whatever I was towing would be "well exceeding the towing capacity of the Escalade?  My Camper Trailer is a 26 footer. One of the "crutial" details I left out is that when I came in to look at this Escalade, I stated that I was at the time pulling the same camper trailer with my 2006 Chevy Trailblazer v6, which was and still is doing fine, and was looking for a "stronger" vehicle. I was not told at the time that said trailer would be too much for the Cadillac with a strong 6 liter v8, which should be by all accounts a better vehicle for the task. Another "Crucial" Item I left out was that I was told that with a vehicle in such great shape I shouldn't need an extended contract, another item I was foolish enough to believe. I do drive back and forth from Aurora to Sivlerthorne, where Berthoud came from is just another example of them mixing up the info. I don't know if this is relevant to the fact that the transmission work was done without my consent or agreement. I still don't know how much the repair actually cost, have never seen an invoice. I would like to point out that all the "repairs" paid for by Sterling Auto were emissions related. I could not register the vehicle because of these.  The "Pretense" of "Good Will Gestures" was never a point because you cannot sell a vehicle that will not pass an emissions  test.They did not mention that I have spent more than $2500 on this vehicle on "repairs" that I did not ask for them to take care of.  This brings me to the last part of Sterling Auto's response, how can an issue of warranty be between me and the transmission shop if I  had no say in the price, type of repair, and length or inclusiveness of said warranty? That is the whole basis if my complaint. That and that I was promised things that were never delivered.I still hold fast on my original complaint and settlement. I would like to be refunded for the towing bill, I would like to see the One Year Warranty on the transmission as promised, I would like the emissions problems corrected fully, I would like to be reimbursed for the reflector on the door and the control panel cover on the drivers side seat and the fog lamp assembly that was missing and the detail job inside and out I was promised before I picked up the vehicle, I would like to be reimbursed for the borrowing of a like vehicle to get me and my trailer to work, and I would also like to see the "Original"  invoice for the transmission repair.
Regards,
[redacted] I purchased a vehicle from Sterling Auto in Franktown CO. I had continued issues with passing emissions (still not rectified). The transmission went out and while it was in the shop the dealer took it to another transmission shop without letting me know and charged me supposedly half the price of which I paid $1200. I was told I would get a one year warranty on the repair. Less than a month latter the transmission failed leaving me stranded for a planned vacation and getting to work. If I could have had a choice I would have spent an extra $500 to get a re-manufactured transmission with a 3 year warranty offered from my mechanic. The shop did fix the transmission, however the loaner vehicle I was promised was rejected by the owner after I waited for 3 days to find out the logistics of getting my vehicle to the shop the did the original work. This cause a further delay because it was Memorial Day weekend and had to wait till Tuesday to have it towed (at my expense) even though the vehicle was down the prior Thursday. I was out of a vehicle for over a week. I work out of town so this made getting there very difficult. When I picked up the vehicle after the second repair I asked about the warranty and was told only 30 days worth of warranty was paid for. I was promised many things from this dealer and only a small amount of items were taken care of. I am having to take the vehicle back to the shop as soon as I can because it is not functioning properly again. I feel that in order to save money I was told that this would be the cheapest and best way to go, after the vehicle was already apart at the transmission shop. I had no choice on how my money was spent and I don't even know if this was the real amount of the service. The customer service from the beginning was less than suspected after spending $16000 on a vehicle. I was forgotten about for weeks at a time and when I did get a response I felt as if I had done something wrong. All in all in the 3 months I had the vehicle it was in the shop at different times for more than a month, all without even a suggestion of a loaner except for the last transmission failure then latter told I was on my own. Basically told Sorry for your luck.Desired Outcome/SettlementDesired Settlement: RefundI would like to be refunded for the towing bill, I would like to see the One Year warranty on the transmission as promised, I would like the emissions problems corrected fully, I would like to be reimbursed for the reflector on the door panel the control cover on the drivers side seat and the fog lamp assembly that was missing all I was told would be fixed including a detail clean job ,I would like to be reimbursed for the time lost and for the borrowing of a like vehicle to get me to work tow a travel trailer for work, and I would like to see the invoice for the original transmission repair.