Ted Britt Automotive Group

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 Complaint: [redacted]
I am rejecting this response because: They are quick to mention that my emails stated that I liked the car but left out the facts that I asked them to correct things that weren't right with the car. I do like the car but I expect certain things to be fixed!! If they refund my full amount paid for extended warranty and vehicle spray protection around ($3400) then I will except. Nothing less.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because: I still have not received the fees and charges I paid to get the loan work processed.
It's not required to mention that they have sent the check overnight. They must have done it on 14th when they sold the car kept on HOLD. 
Regards,
[redacted]

I spoke with [redacted] after his purchase and apologized for the troubles.  The vehicle went through the shop and completed all the mechanical steps to be certified.  In an effort to deliver the vehicle quickly the service department was not able to finalize some of the last minute...

details in the clean up process.  [redacted] came back to the store to complete the touch up work, and we put him in a loaner car at no charge.  I can assure you 100% the vehicle went through the correct certification process.  [redacted] audits us once a quarter to make sure of this.  We have been 100% on every audit.  [redacted], has since taken his service business to another dealership closer to his house, which is completely understandable.  The other dealership has an employee with a couple of opinions about what should have and shouldn't have been done.  Ted Britt [redacted] follows the factory guidelines 100%.  I have also called the dealership and [redacted] to ask why they would tell a customer that we didn't do our job 100%.  We did not "misrepresent" the vehicle at all, therefore, we can't refund [redacted] the cost of certification, we have paid [redacted] that money and it is in fact a 100% [redacted] certified vehicle.  [redacted] has copies of the legal documents that state that.  If you look in Ford/ [redacted]'s system,  pull up the vin, it states certified.  Ted Britt Ford [redacted] will not remove the certification status from the vehicle we have no reason to.  Again, I apologize if we did not meet [redacted]'s standard with his purchase.  The good news is that he has found a dealership he feels comfortable with in [redacted].  They are a top notch dealership and I'm sure they will continue a great relationship.  
If you have any other questions or concerns please feel free to contact me.Gardner B[redacted] III

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 Complaint: [redacted]
I am rejecting this response because:If I had approved the repairs originally quoted, I would've paid for equipment that didn't need to be fixed. Instead I had to request they only change the spark plugs, which they told me was a waste of time and wouldn't make a difference. How many other people have been quoted for unnecessary repairs, and have paid for them.
Regards,
[redacted]

We tried to contact the customer numerous times over a 3 week period regarding the car he was interested in. At this point we have returned the customer's deposit. We are not responsible for anything the customer needed to do in order to obtain financing elsewhere. There is nothing more that we can do for this customer at this point.

This
customer had a damged rear wiper blade that caused the scratch on the rear
window. The...

customer
is contending that we inspected the wiper blades on the prior visit
and did not inspect the rear wiper. We found nothing wrong with the
wipers at that time (3/10/14). He states in his letter, that I told him
"the service technician probably never looked at the rear
wiper".  I did not say we never looked at the rear
wiper.  I told him "the invoice states we inspected the wiper blades,
it does not say front and/or rear". However, the damage that was
done to the rear glass could have been done at any time, and no way to tell how
long it has been there.
 
In good faith, we contacted [redacted] Motor Company (4/07/14) with Digital Imaging to see if we could get the concern covered by [redacted] Warranty. It was denied due to the fact that the glass was damaged by a damaged wiper blade.  We did what we could with [redacted] to see if we could get his rear window replaced under warranty.   It was denied.  There is nothing more we can do as this situation does not fall under a warranty claim.
 
[redacted]
Service Director
Ted
Britt [redacted] Sales, Inc.

The vehicle is repaired properly as previously responded.  There is nothing more for us to do.

AR-SA;">We discussed [redacted] with the customer and, due to cost, that was not an option.  The salesperson didn't have any messages from the customer so we are unsure who he was leaving messages for, but the mats are being ordered today and will be delivered directly to the customer's home in 1-2 weeks.  If the customer would like to mail us the [redacted] receipt, we will be happy to sign it and mail it back to him.  He should send it to attn: [redacted]

According to our records, his costs were only $24,490.  The...

[redacted] on his vehicle was clean
and still is.  In addition, we put every pre-owned vehicle through inspection to include being on a lift before we sell it to check for frame damage but do not remove bumpers to check underneath.  It is very possible that him driving in 12" of heavy snow could have cracked
the bumper, especially a [redacted] which normally sits low to the ground.  Our customers are of #1 importance to us, so in good faith, we would be happy to send him some discounts off service for the future.

Considering all the issues found through the diagnostic test which he was not charged for, the customer...

was advised NOT to fix the truck as the cost of the repairs was way more than the truck was worth.  Customer requested that we go ahead and do the spark plugs only, which we did.  Looking
at the customer's invoice you will see line one states "Performed
Electronic Eng Diag per codes [redacted],[redacted],[redacted],[redacted],[redacted]". There is
also no charge for labor on that line.  The $166.50 labor was charged
on line 05, for the replacement of spark plugs.  That charge was
$92.5/labor hour for 1.8 hours to install. That is less than the published
time in [redacted] Labor Guide (2000-2007 F-150 V8, 2.8 hours, ) 2008 Guide.  No money is due back to the customer as he did exactly what he requested and charged him only for those parts and labor to install the parts.  Thank you.

This situation has been discussed with the customer and settled.  Customer
was given the option at time of sale between Ford std rate and ALL...

applicable
rebates or the special APR program and less rebates and they chose the route of
less rebate and lower APR.  Customers own
credit score (which we have no control over) dictates rates as well.  Ford didn’t want to finance customer because
of their credit score so our General Sales Manager had to work pretty hard to
even get the financing pushed through.  We
also went off of good faith on the trade because it was not here at the time the
deal was done and then vehicle unexpectedly had no A/C and no radio.  At this time, customer has already come in to
get their tags and a second key.

**. & [redacted]. [redacted] did participate in the Ford Buy Back
plan, not the “lemon law”.
They had a problem with the first [redacted], Ford stood
behind their product and replaced it with a new one.
The dealership had to do a transfer of equity from one vin
to another vin.
There was a mistake with this paperwork which resulted in a
delay finalizing the loan.
Between the dealership and the bank, it took well over a
year to resolve.
Customer was not billed for 20 months, but was aware that
the loan was being fixed, as well as an updated invoice.
I apologize that this took so long.  Yes mistakes were made, but they were
resolved.   I understand they are frustrated, and that
they feel this has taken way to long. 
Rightfully so.  However, we do not
feel we are responsible for half the bill. 
They have had the new car the entire time, and there has been no
issues. 
Please feel free to contact me with any other questions or
concerns.
[redacted] Britt III
Ted Britt Automotive Group
[redacted], Virginia [redacted]
###-###-#### direct
###-###-#### fax
[redacted]
www.tedbritt.com

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Resolved]
 Complaint: [redacted]
I am rejecting this response because:  True it was repaired, however the initial repair did not meet the manufacturer standard and peeled.  Therefore, they sold me a damaged vehicle and to date they have not provided any warranty on the repair.  Which if done the way the first repair was completed it will be peeling in a couple of years.
Regards,
[redacted]

AO rcv'd ltr from consumer regarding dissatisfaction with Revdex.com closure of case.  AO reviewed the facts and call business to get a better understanding of the issues.  Mr. [redacted] Britt rtrn'd that call, during which the following information was obtained:
- Consumer did not purchase the original car that was advertised, rather a different vehicle was offered in its place
- Consumer signed worksheet and Bill of Sale agreeing to price
- The OTD price includes the deposit, which the OTD minus the deposit leaves 20,000 which is the amount financed plus the aftermarket purchase of paint protectant
AO believes the business responded in good faith and provided documents showing that they handled the matter appropriately and no further action is needed.

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 Complaint: [redacted]
I am rejecting this response because:Our loan has not been reinstated with [redacted] as Ted Britt claims. [redacted] is awaiting payment in full before the account will be placed back into active status. The principal here is that we are not at fault for the major error that occurred but are being penalized for Ted Britt's mistakes with a past-due balance of nearly $10,000 on our auto loan. Had the paperwork for the exchange of VIN's been handled properly by Ted Britt, there would be no issue in the first place. We would have been making payments every month instead of owing a rather large sum of money all at once. Not to mention that they were completely unaware of this issue and ignored out repeated attempts to bring it to their attention. It is this principle that we stand on and therefore continue to request that Ted Britt pay half of the current amount owed, $4,500. Ted Britt had a responsibility to us as the customer to facilitate our loan and the exchange of collateral after they sold us a "lemon." They did not follow through with this process and have done nothing but create a stressful and unfortunate financial situation for our family. 
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because: that is not...

what you they promised when they sold me car and service plan. It's not my fault they changed after my purchase 
Regards,
[redacted]

Mr. [redacted] was happy with the purchase of his [redacted] per his email to Lucy on 8/27/14 (see attached). We have multiple emails from the customer stating that he was satisfied with his purchase. After the purchase he was upset that his stereo was not a [redacted] system. The customer has been difficult to...

reach since he works nightshift. We are happy to trade him out of his vehicle into another but cannot give him his money back on the vehicle. He may also request cancellation of his warranty.

Review: Key Issues

1) Signed for a truck on Saturday at 4pm

2) Sunday AM went back to dealer to return truck; realized beyond financial means of affordability

3) Salesman states possible and would be like we never purchased the truck and allow us to purchase a more economical car, but need used car sales manager to happen

4) Spoke to Finance Department contacts and confirmed that they were holding the paperwork and had not processed it through

5) Requested transfer of Ford Focus to lot from Chantilly lot that arrived on Tuesday and returned to Chantilly after we said we wanted that the Ford Focus (manager was not available until Wednesday; were informed Monday afternoon)

5a) I called [redacted] the salesman several times within minutes of each call to confirm that there would be no fees or negative equity being held against me

6) Manager states it is a law that they cannot cancel the contract because the truck was registered instantly with DMV on Saturday at 4pm; they could only do it as a trade in and I lose the $5000 downpayment and incur a $3700 negative equity

7) Told that in order to get the Focus back to Sterling would need to charge me more and if chose car on lot would give me a better deal

8)2008 Sentra was locked away for the night being prepared for sale and need to come back Thursday; I asked for nothing more than $180/mo @ 60months; manager offered $199/mo

9) Thursday deal put in front of me at $199/mo @72 months

10) After arguing with them that this is not what I wanted and them insisting how much of a favor they are doing me and confusing me with a bunch of numbers I signed the paperwork as it seemed my only way out of the truck deal

10a) I noticed the mileage on the car did not match the mileage that Ted Britt noted on the Car Fax. They said they would fix and still attempted to put it on the paperwork with higher mileage than actual. They fixed after I pointed out again.

11) Followed with high number of calls and 3 very unprofessional text messages because they did not get my insurance information for the DMV ( this is true for when I signed for the truck as well)

12) when I went to speak with the General Sales manager on a Saturday I was told he went home sick and they attempted to put me in a [redacted] lease for double the monthy payments as their way of fixing the problemDesired Settlement: 1) Refund of the $5000 down payment they forced me to sign a check over at time of me signing paperwork for car

2) Refund of warranties and protection policy on truck. my girlfriend and I were told we would be able to cancel at anytime if we didn't want them afterall. when being forced to trade in they would not cancel and refund

3) Refund the warranties and protection policy on car. I was told that they would charge me more for the car if I didnt take them when signing for the car

4) Return the car if possible or rework contract in which I would use the $5000 as down payment towards the car base (financing ~$4,600 rather than ~$13,000)

Business

Response:

**. [redacted] purchase a vehicle and then developed buyer's remorse. The $5000 in question was money owed to complete transaction. The vehicle was subsequently traded back in for another vehicle that would yield him better fuel economy which was his concern about the first car purchased. Regarding **. [redacted]'s current car, he can cancel any extended service contracts or insurance policies he has purchase on the vehicle and the pro rated portions will be forwarded to the lender and creitted against his loan.

We are sorry that **. [redacted] is not happy with his purchase decisions but there is not a cooling off period in VA and we did the best we could to accomodate him.

General Manager

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

Thank you for handling my complaint with Ted Britt Chevrolet in Sterling, VA (complaint #[redacted]). I reviewed the response from [redacted]. The offer is unsatisfactory and does not match the requested outcome submitted. Considering the bait and switch as well as the upward pressure to buy the extended warranty and environmental protection on the 2008 Nissan Sentra or else pay a higher price on the Nissan Sentra, I should not have been forced into the extended warranty and environmental protection in order to get the price they quoted to me the day before. The day before it was not stated I would be required to purchase the extended warranty and environmental protection. Thus I should receive the FULL amount of $2,345 ($650 environmental protection; $1,695 extended warranty) for the Sentra. Furthermore, I should have been allowed to cancel the extended warranty and environmental protection on the Chevrolet Avalanche on day two when I returned to the dealership. Instead I was forced to wait 3 days because the used car sales manager was on a fishing trip and according to the used car salesman, the used car sales manager is the only person at the dealership that can do the transactions. Then an extra two days because of the bait and switch move with the Ford Focus and Nissan Sentra. In addition to the aforementioned refund related to the Sentra I also request a prorated amount of $3,690.48 (6 days prorated for environmental protection from $899 to $896.9 and for extended warranty from $2,809 to $2,793.58) for the Chevrolet Avalanche.

Regards,

Business

Response:

As we stated before several times, [redacted] may cancel

the extended warranty and gap. Since the environmental pachage has already been

applied, that is not refundable. [redacted] chose to purchase these items, he was by no means forced to purchase anything. There is nothing more we can do for the customer if he choses not to take our offer.

Thank you.

Business

Response:

[redacted]

Review: I recently bought a 08 [redacted] from this dealer and I must say it is mechanically a fantastic vehicle. However there are some problems with the paint/body, mostly on the front bumper. When I started hearing a small rattle at windy highway speeds, I removed the front bumper and found that the bumper cover had been cheaply repaired at a previous time. The bumper had body filler covering up cracks. The body filler had failed and the cracks were starting to make there way up the front of the bumper. The reason for the rattle was the clip brackets that secure the lower part of the bumper to the rest of the car were broken off. When the snow started falling and considering I have a [redacted], legendary for its AWD and traction, I decided to drive it to work. Upon arriving to work and pulling up into my parking spot, my spot had not been plowed completely and I had to drive through about 12" of heavy snow. I got out a found that the paint and cracks were now much worse. I'm not an expert on this subject but I don't think that driving through snow and pulling into a spot with heavy snow should cause a cracked bumper or damaged paint as long as it is not ice, which it was not. I contacted someone in the service department who was very helpful and concerned with what was going on. He passed my requests to have it fixed to his managers and they wanted nothing to do with my issue. What they said was that they could not help me at this time. Since then, I have had the bumper replaced and painted by one of my local shops who told me that I was one of the worst repair/paint jobs they had seen in a while. They were surprised it was sold on a used car, especially one that was 26,454 dollars. I have all statements and invoices that was giving to me upon repair and the total was $626.08, which is a lot to pay after just buying the car a couple months ago.Desired Settlement: Since the dealer told me this car was in mint condition for having 60K miles, I would like to be reimbursed for the additional charges/repairs of the replaced bumper cover because apparently it was not in the condition they stated or claimed it was in!

Business

Response:

According to our records, his costs were only $24,490. The [redacted] on his vehicle was clean

and still is. In addition, we put every pre-owned vehicle through inspection to include being on a lift before we sell it to check for frame damage but do not remove bumpers to check underneath. It is very possible that him driving in 12" of heavy snow could have cracked

the bumper, especially a [redacted] which normally sits low to the ground. Our customers are of #1 importance to us, so in good faith, we would be happy to send him some discounts off service for the future.

Review: I entered the show room and stated to the salesman I had an appointment with another salesman, he proceeded to tell me that person doesn't work here so I'll take care of you. After waiting for about two hours to see a vehicle, he finally began to talk about numbers and I stated that I would physically need to see and drive the truck. At this point I was frustrated and asked to see his manger, he proceeded in calling me a liar and I left as my character was questioned. Unethical practices at their best at Ted Britt from [redacted].Desired Settlement: I want [redacted] to apologize for insulting me and questioning my character when clearly his professionalism and ethics are in question.

Business

Response:

Customer spent 13mins on the phone with our General Sales Manager on 2/7. This has already been taken care of. Thx