STL Auto Brokers, LLC.

Initial Business Response / [redacted] (1000, 12, 2015/09/08) */ Sorry it has taken so long for response being a owner sometimes I do not see every email that comes into the dealershipThank you for sending it to my personal email I have had chance to investigate this allegationThis customer came into the dealershipHis wife picked out a mini vanWe did the paperworkThey put there $downThey signed all the paperworkThey were 100% approved on the vanWe asked them to get the documentationLike valid driver's licand proof of residency and proof of incomeWe took the van to have a new tire put on, full detail, oil change and a new state and emissions test doneAt that time we had already fedexed the contracts to the bank and was ready for deliveryHis wife showed up and did not have any of the documentation we had been requestingShe was not on the loan so at that time we told her to go get the husband and the documentationShe came back the next day without her husbandAsked for there money back at that time I reminded her she was not on the loan and she needed to bring her husband up with the documentation se could discuss thisThe daughter came in and requested the money back we informed her that her father needed to come up and discuss these problemsWe informed them the contract was already to the bank and if they did not come and get there vehicle it would go as a repossession in the banks eyesAfter that no one called and one contacted us at all The bank contacted us about this dealThey told us at this time that this social security number has been used multiple times and that they needed a ss card as proofWe called and left messages no replyThis was over a year ago so we considered this matter closed

Thank you for contacting us in this matterWe have confirmed we have received the refund and have forwarded it to the lien holder on recordThere may be a few days for them to reconcile your accountWe apologize for any inconvenience we may have causedThe delay was mostly because we were under the impression there was an open repair claim at a [redacted] in Chicago and we did not want to cancel warranty while it was in repair facilityWe enjoyed dealing with you and sincerely apologize for any inconvenience

At this point we will not be taking any action in this matterAt the point of sale the customer was given the vehicle for days to have it checked out and test drive etcShe did mention that the car looked like it sat low and we told her that we had no clue if it was lowered because it was a
lease turn in and from online pictures it looked to have the same stance as a stock unitAt the time of sale we offered to have Mrs*** bring the car in for us to have it looked at and seeShe failed to do so and as a result of her not letting us take care of her she is now stating that we should pay for damages the she causedWe cannot force people to bring a car in and with three months having gone by it is very clear that she chose to take responsibility for the matter into her own handsIn closing I have copies of all federal documents that she signed for proof that I am not responsible for this situationThank you and have a good day

Payoff has been issued on this vehicleThere must be a communication issue with the lender's payoff department and title departmentWe are still waiting on lien releaseWe do not have the ability to make changes to anyone's credit reportThat would have to be handled by the Lenderwe have
proof of payoff if neededPlease let us know.sorry for any problems...we do value this customer and he is a very good person...we will help any way we can

Initial Business Response /* (1000, 10, 2016/01/04) */
The customer came in on the weekend with her son and his girlfriend and we stayed after hours to take care of herShe was coughing during the saleThe customer placed money down and needed to provide proof of income and residence and promised
to bring it in MondayEveryone seemed happy
We called Monday and was told someone will bring the info but no one showedThe information needed to be with the last daysWe also helped with insurance and the insurance company called and said a claim was submitted within hours of having the vehicle and was paid out
We were dealing with the son and he said the customer was in the hospital and was not able to provide the required documentsThe son said there was problems with the vehicle and we offered to tow the vehicle to our shopThe tow truck was sent times and picked the vehicle two days laterIt was brought to the shop and the shop told us the vehicle was filthy and the engine was blownSomeone other than the customer wa driving the vehicle and blew the engine which violates the finance agreementWe had to replace the engine

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
Sincerely,
*** ***

we have sent the check.. call the dealership if you need to talk with us..we keep a call log and have had no calls..the check has been sent certified mail and we have proof if you would like to see it. we again are sorry for the lender taking longer to process your refund and we value your input because it helps us to provide better customer service.

Initial Business Response /* (1000, 8, 2015/10/22) */
We don't have a service shop. They did not want the extended warranty. They just wanted to sell their car. They ended up using the money to get a different vehicle. They wanted something to tow a boat. They bought an Avalanche that had a...

bunch of upgrades to it. They had it and bought everything AS IS. Her comment to me was that her dad was a retired ASC certified master mechanic and her husband was as well, and they can do any of the work themselves. [redacted] was the one who was going to do the safety and emissions inspections. We did an oil change for them. About a week later, something came up on the truck and they called us. We took care of this issue for her, no problem. It became a snow ball effect. We did this out of the kindness of our hearts, and they didn't want to go to the shop anymore. Issues started arising all the time. We have probably spent and paid the bill just to be nice to them. We don't mind helping people out when it's a mutual understanding. It came to the point that [redacted] wouldn't honor their work. We contacted them and said they need to start warranting and honoring their work and they agreed. They had the car for two days and I heard nothing. She picked the car up and drove it home, and had the same problems. She called us up upset that [redacted] didn't help with their issues. We asked [redacted] to let us know what the issue was. They said it was the same issue that they've had 4 times in a row. She got upset because [redacted] called us. There was no reason we should need to pay [redacted] anymore if they don't want to honor their work. I spoke to her as she was going to [redacted] and let her know exactly what I told them. I told her that she can call me while she's there and let them know they need to take care of her. We use a third party for a reason. This dealer seems to be taking advantage of the situation. We can't afford this considering we weren't responsible in the first place, and were just trying to be nice. She was so upset with [redacted] (the company these customers chose to do the work), who was responsible for the work, that she filed the complaint against us instead of [redacted]. This complaint should be filed against [redacted], since they were the ones who were responsible for the insufficient work. We paid [redacted] for the time, money, and effort and they would not honor their work. All they tried to offer us was a discounted labor rate, which is completely unacceptable. We paid this shop what we were responsible for. They are the ones who didn't do the correct work on the truck. They did a band-aid job, just clearing the check engine light, for a temporary cover up. They are taking advantage of this customer. They had no answer of why they wouldn't be responsible for their work. Since, this customer and her family members have been bashing my company on our Facebook page, for things that we aren't responsible for: the work we've done and our warranty. We don't have a service shop, so we don't do the work. There is not a warranty through us. We were trying to be nice to this customer, and she has brought us down since we were too kind.

Thank you for contacting us in this matter. We have confirmed we have received the refund and have forwarded it to the lien holder on record. There may be a few days for them to reconcile your account. We apologize for any inconvenience we may have caused. The delay was mostly because we were under...

the impression there was an open repair claim at a [redacted] in Chicago and we did not want to cancel warranty while it was in repair facility. We enjoyed dealing with you and sincerely apologize for any inconvenience.

Initial Business Response /* (1000, 12, 2015/09/08) */
Sorry it has taken so long for response being a owner sometimes I do not see every email that comes into the dealership. Thank you for sending it to my personal email.
I have had chance to investigate this allegation. This customer came...

into the dealership. His wife picked out a mini van. We did the paperwork. They put there $1000 down. They signed all the paperwork. They were 100% approved on the van. We asked them to get the documentation. Like valid driver's lic. and proof of residency and proof of income. We took the van to have a new tire put on, full detail, oil change and a new state and emissions test done. At that time we had already fedexed the contracts to the bank and was ready for delivery. His wife showed up and did not have any of the documentation we had been requesting. She was not on the loan so at that time we told her to go get the husband and the documentation. She came back the next day without her husband. Asked for there money back at that time I reminded her she was not on the loan and she needed to bring her husband up with the documentation se could discuss this. The daughter came in and requested the money back we informed her that her father needed to come up and discuss these problems. We informed them the contract was already to the bank and if they did not come and get there vehicle it would go as a repossession in the banks eyes. After that no one called and one contacted us at all.
The bank contacted us about this deal. They told us at this time that this social security number has been used multiple times and that they needed a ss card as proof. We called and left messages no reply. This was over a year ago so we considered this matter closed.