Sun Buick, Pontiac, GMC

March 8, 2016Dear [redacted] ,We are in receipt of the above mentioned claim by [redacted] in regards to his recent purchase of a [redacted] TruckI have reviewed this case previously as [redacted] did contact the dealership in regards to this misunderstandingAttached is a copy of the buyer's order and installment sales contract that clearly states that the remaining payments on his lease were calculated into the vehicle transaction in questionThe vehicle was taken to the local [redacted] dealership for the lease to be terminated as our salesperson picked the customer up and returned to the dealership to deliver the current purchase to himAt no time was it the intent of the dealership or any of its employees to mislead or hide any information from this or any other customer, [redacted] contacted our dealership at the beginning of February and a conference call was conducted with the salesperson, sales manager, dealer principal and to review this complaintIt was explained to [redacted] that the lease was being paid off and that the payments were calculated into the deal, Actually, as [redacted] stated that he would have put less down on the deal and paid the lease off on his own, or if we figured into his transaction with the agreed upon down payment we would still be at the same amount financedAs for his claims of being rushed I was present in the showroom when this transaction was being completed and did not get the sense that anything was being rushed or being withheld by any of our staffThe only confusion that I could interpret was due to the comfortable affiliation that was formed between our sales staff and this customer that a casual approach was taken when the customer inquired if the lease payments were being covered and it was assumed that all were of the same understanding of the calculations disclosed on the buyers' orderSince this episode our sales staff has received a refresher on reviewing the entire buyer's order with their customers to avoid such problems in the futureI do not feel a refund of any type is warranted in this situation since all relevant facts are spelled out on the buyer's order and such document was signed without incident by the customer on January 12, if you should need any further clarification of this situation please do not hesitate to contact me.Sincerely,Jean FOperations Manager

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.
Revdex.com of Metro Washington DC
8:AM (minutes ago)
to me
---------- Forwarded message ----------
From: *** *** ***
Date: Tue, Oct 21, at 6:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: "[email protected]"
I have talked with the owner of the car dealership, and she has agreed to give me the car accesories up to $installed as was promised by her sales personThank You for your help getting this resolved ** ***
Regards,
*** ***
Revdex.com of Metro Washington DC
8:AM (minutes ago)
to me
---------- Forwarded message ----------
From: Edward Kenney
Date: Tue, Oct 21, at 6:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: "[email protected]"
I have talked with the owner of the car dealership, and she has agreed to give me the car accesories up to $installed as was promised by her sales personThank You for your help getting this resolved ** ***

March 8, 2016Dear [redacted],We are in receipt of the above mentioned claim by [redacted] in regards to his recent purchase of a 2004 [redacted] Truck. I have reviewed this case previously as [redacted] did contact the dealership in regards to this misunderstanding. Attached is a copy of the...

buyer's order and installment sales contract that clearly states that the remaining payments on his lease were calculated into the vehicle transaction in question. The vehicle was taken to the local [redacted] dealership for the lease to be terminated as our salesperson picked the customer up and returned to the dealership to deliver the current purchase to him. At no time was it the intent of the dealership or any of its employees to mislead or hide any information from this or any other customer, [redacted] contacted our dealership at the beginning of February 2016 and a conference call was conducted with the salesperson, sales manager, dealer principal and to review this complaint. It was explained to [redacted] that the lease was being paid off and that the payments were calculated into the deal, Actually, as [redacted] stated that he would have put less down on the deal and paid the lease off on his own, or if we figured into his transaction with the agreed upon down payment we would still be at the same amount financed. As for his claims of being rushed I was present in the showroom when this transaction was being completed and did not get the sense that anything was being rushed or being withheld by any of our staff. The only confusion that I could interpret was due to the comfortable affiliation that was formed between our sales staff and this customer that a casual approach was taken when the customer inquired if the lease payments were being covered and it was assumed that all were of the same understanding of the calculations disclosed on the buyers' order. Since this episode our sales staff has received a refresher on reviewing the entire buyer's order with their customers to avoid such problems in the future. I do not feel a refund of any type is warranted in this situation since all relevant facts are spelled out on the buyer's order and such document was signed without incident by the customer on January 12, 2016. if you should need any further clarification of this situation please do not hesitate to contact me.Sincerely,Jean F. Operations Manager

March 28, 2016Dear [redacted],I have again reviewed the documents concerning this deal and feel at this point that there is no further action can take on my part of the deal, I have been in the car business for over 25 years and have owned my own franchised new car store for over 12 of those years. As soon as I was made aware of this situations I did arrange for a conference call to address this situation with [redacted] and the involved staff members from my sales department and at midpoint did discover that we omitted any type of disclosure or had omitted any necessary documentation. I did review the documentation in the deal and we are in compliance of all forms. Our dealership will go through the complete sales transaction and insist on one final step to protect the dealership and the customer. Every customer signs and is given a copy of a "We owe/You owe form" which covers any refunds, accessories, service products, monies owed, docs owed (e.g.-trade title) etc. I insist that this form is used or every deal so that if there is any Item in question that it be brought to our attention at this point. It also gives us a quick reference point for any outstanding items, [redacted] did sign this form without incident as well as all his other paper work. Unfortunately I was not in the room as the paperwork was being reviewed so it is hard to determine if anyone person is at fault, As I take into consideration signed documentation, the voice of the customer as well as the voice of my employees I am of the opinion that as a business we did nothing wrong, The customer had the opportunity to walk away from the deal at any point prior to signing the last piece of paper, but he did not, in reviewing the calculation of the deal there is no way we would have had a deal if the payoff to Infinity was deducted from the selling price and not calculated as a lien payoff due from the customer. Since have faith in my employees combined with the process we have in place I feel we have unfortunately reached a point of agreeing to disagree. It is unfortunate that [redacted] feels this way as I strive for all our customers to have a positive experience as they are purchasing their vehicle from our store and it is rare that a complaint would get to this level of mediation.In closing I would also like to note that in such cases I would much rather a customer who has any apprehensions concerning a deal to walk away rather than question the integrity of my store.Sincerely,Lori G. President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I disagree with everything being said in the GMC's response.  Right from the start of the letter she states that as soon as she was made aware of the situation she arranged for a conference call to address the situation.  I believe this to be completely untrue as I called the dealership only a few days after I purchased the car, once I was able to look more into the paperwork since I was not explained anything at time of purchase.  I was told when I called that the owner would call me back in a day or 2 as she was not in the office.  A few days went by and I never received a call.  I then called a week later from my original call date and was again told the owner would call me back.  It was not until the 3rd attempt and over 2 weeks went by that I was given a call back to arrange a conference call, and I have the call logs to prove it.  So either she was made aware of the situation and did not care or her employees specifically decided not to inform her of the situation because they knew they did something wrong and were trying to cover it up in hopes I would not call back.  Either way I was not given a call back until a few weeks after trying to make the owner aware.  And yes no documentation may have been omitted as she claims, but that does not dispute my claim that none of the documentation was explained to me.  How is it that I could go a few days without knowing my lease payments are being rolled into the loan payments if everything was explained to me.  That makes no sense.  It is not like I called up arguing about the car having problems or I do not want the car anymore, I was calling because I had no idea these payments were rolled in and wanted an explanation of that.  As she states about the "We owe/You owe form" I am not arguing that I signed it, but again no paperwork was described to me at all so it was not specifically brought to my attention that this forms means we reviewed everything and I am satisfied with all the details and as soon as I sign it I can not question anything.  It was just a sign here, sign here, sign here process that I felt rushed through, and when I did question the lease payments, as I said in the past, the documentation was not reviewed with me to describe what the payments were coming from, but instead I was told "it is because my credit is bad."  And as I am not a person who works in finance I do not deal with credit on a daily basis, and did not know mine well, so assumed he knew more than me.  But after looking into it, I realized it is actually not bad, it may not be considered excellent, but it is definitely considered good. This is what also makes me feel like I was manipulated into not questioning the documentation further.  Instead the salesman could have easily said, oh well when you consider all the lease payments we rolled in and the taxes it comes to this.  Then I would have questioned why the lease payments were rolled in when they specifically said a little while earlier they would take care of at least some of them and I "wouldn't be paying a dime out of pocket for the old lease."  I felt like I was told my credit was bad so I purposely wouldn't look at the documentation farther and wouldn't find out that the lease payments were rolled in.  In closing, I would also like to note that I would have much rather the owner call me back only the few days after the sale of the car and explain to me what happened rather than wait a few weeks to get back to me.  I also would much rather have a salesperson not lie to my face and when I am told that they would take care of my lease payments and I would pay nothing out of pocket, that they would actually mean it and not sneakily roll my payments into the new loan and then when I question it tell me "my credit is bad."  All's I wanted was a new car for myself and given a fair treatment by the dealership, not someone who misrepresented what they were selling through the whole process in order to make a sale.
I will not accept a resolution until I get what I was promised, which is some money towards my lease payments.
Regards,
[redacted]

Review: I brought my car to sun Buick on 2/17/2013 for an oil change and to change the windshield wipers as they were getting old. After the wipers were changed they were leaving big globs of water residue in the middle of my windshield. I called in on 2/23/2013 complaining of this issue, the sales representative I spoke to said the service area was closed and that he would leave a message for them to call first thing Monday. Monday and Tuesday came and went finally on Wednesday I called them. The service manager gave me a hard time basicially saying I was making the whole thing up even though I have pictures. The finally appeased me by sending someone to change the wipers,that did not fix the issue so I took the vehicle down to them yestetday 3/5/2013 the service manager said he was trying to fix the issue but now they now are saying I need a new wiper arm . The wiper arm wasn't an issue until they changed the wipers. I spoke to the owner today about the issues I am having and the whole time I was trying to address my concrrns she kept laughing. I confronted her and she giggled again saying she is not laughing at her. In between her giggles she was throwing every excuse to put the blame on me and that the only way my car could be fixed is to pay for a new wiper arm of $40. The wiper arm was not broke until they touched it. This whole situation they made me feel like I was a dumb female that they are trying to take advantage of.Desired Settlement: Fix what they broke as my wipers are currently not working

Business

Response:

Please see attached response

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,