Tiger Schulmann's Karate

Hello, Mr [redacted] contacted James S[redacted] to purchase one of our vehicles.  When we asked for payment however, he specified that he would like to have an inspection done by [redacted] before paying us for the vehicle.  We agreed to take the car to [redacted] for him so he...

could have an inspection performed.  When we attempted to do so, we were turned away from [redacted] as they could not fit us in until a few days later.  At this point we had no paperwork done whatsoever, and had not taken a deposit from Mr [redacted], and additionally had been turned away when attempting to take the car for an inspection as he requested.  As no consideration had been made, no paperwork whatsoever had been done, and the inspection wasn't scheduled, we had every right to sell the car to someone else, which we did.At this point Mr [redacted] attempted to contact me.  I was with a customer so he was put in touch with Jared B[redacted], who informed Mr [redacted] of the situation.  Mr [redacted] proceeded to use some very vulgar language and scream on the phone.  It was at this point that we decided we would not be doing business with Mr [redacted].  I was not avoiding him, and he is free to contact me anytime, however given the way he spoke with my staff, we will not be conducting business with him.Should you have any questions, please feel free to call me on my cell at [redacted].Thank you,Shane S[redacted]General ManagerNorden Volkswagen

Complaint: [redacted]
I am rejecting this response because:It was negotiated with Mr. S[redacted] and also Mr. B[redacted] that the deal was conditional based on a 3rd a party inspection as requested by my client.  Mr. S[redacted] made arrangements with the company that was to do the inspection and made an appointment to have the vehicle inspected on Thursday at 9 am.  This was confirmed by the company I had asked to perform the inspection.  Claiming that the dealership was turned away when they took the car to be inspected cannot and is not true, the vehicle was sold the evening prior the inspection appointment.With respect to the deposit and the claim that the deposit was not transacted by the dealer has no bearing on the agreed upon contract.  The fact that a deposit was requested and the credit card information was provided binds the contract. Whether or not the dealer chooses to process that is in their control not mine.  As for the bill of sale, when asked Mr. S[redacted] informed me that once the inspection was done the paperwork would be completed and the deposit would suffice for the time being.  Again, this was in the control of the dealership not in my control.This matter shows a complete lack of integrity and customer concern.  The employees of the dealership had complete control of the deal and I did provide what was asked for and they agreed to my terms to make the sale go through.  I can only surmise why the deal was not honored as much as I can only surmise why the general manager did at no time reach out to me to at the very least try to resolve this.The information provided by the dealership in this matter is unsubstantiated as they have acknowledged that they had my credit card information as requested by their employee and by the confirmation by the company who was to do the inspection that the appointment was made by the dealer based on the agreement that was come to by the sales manager Mr. B[redacted] and the salesman Mr. S[redacted].       If Mr. [redacted] could produce a bill of sale, or some form of contract that shows us selling him the vehicle I would be very happy to revisit the issue of compensation, but I do not believe any paperwork was ever done - therefore the car was never sold. Please feel free to contact me at [redacted] should  you have any questions.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/27) */
Norden Volkswagen sold Mr. [redacted] a 2009 [redacted] Sedan. Go Auto's Norden Volkswagen has a 30 Day exchange on their used vehicles specifically in the event of major mechanical failure. In the event of a major mechanical failure Go Auto has...

the opportunity to either repair the vehicle at their expense, or exchange the vehicle for something of equal value.
Post delivery of Mr [redacted]'s [redacted], the vehicle developed an intermittent transmission issue. Norden VW then assisted in sending the vehicle to [redacted] to have the vehicle diagnosed and repaired at no charge to the customer.
Mr [redacted] at that point refused the fix of the vehicle and asked for his old vehicle back. He also declined the offer to seek out a replacement vehicle of equal or greater value. [redacted] He then agreed to receive $1,500 back and take his old vehicle while stating he didn't want us to lose money through out the transaction. From our previous conversations it seemed as though the client thought this was an amicable agreement.
All that said, if Mr. [redacted] feels that the only resolution is to receive a full refund despite that not being part of any of our programs or warranties, Norden VW would be more than happy to do whatever we can to keep our clients fully satisfied.

Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, The 2009 [redacted] already has the hidden bad transmission problem before it was taken out of the lot. [redacted] We signed paper work and I paid $3000 plus my 2008 car and that was the end of it.
Secondly, [redacted] I have loss faith with that 2009 [redacted] bought from Norden Volkswagen.
Thirdly, I had to take $1500 or nothing. That was the used car manager Mr. Jared B[redacted]'s offer to me on the phone. He asked me if I was happy to be able to get $1500 refund and my old car back. Ofcourse Not!!! And I swear it that's what I told him on the phone that I was not happy. I could not believe that Mr. Jared B[redacted] said that it was an amicable agreedment on my behalf. I didn't broke out and cry when I picked up the $1500 cheque but that doesn't mean it was amicable.
Finally, Mr. Jared B[redacted] think that it is fair to charged me $600 for the cost of commission that he paid to his salesman. Plus $1000 that he said is for two vehical safety inspections and two vehical cleanings. [redacted]
[redacted]
[redacted]
Final Business Response /* (4000, 9, 2015/12/10) */
Norden Volkswagen is a customer first business and ultimately wants our customers to be happy through out any transaction. We wish the vehicle sold to Mr. [redacted] did not have any mechanical issues post delivery. As mentioned in our previous response, Norden Volkswagen is happy and willing to provide Mr. [redacted] with a full refund for his purchase. Mr. [redacted] is free to contact the dealer and arrange pick up of his funds at any time.
Final Consumer Response /* (2000, 14, 2015/12/18) */
[redacted] an e-mail response from Mr. Jared b[redacted] at Norden Volkswagen, a refund of the outstanding is on its way. [redacted]

Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: Philip A[redacted] GM
Contact Phone: 7804843000
Contact Email: [redacted]@nordenvw.ca
This concern has already been dealt with between the client and the General Sales Manager of the store. We have internally dealt with the...

staff that this pertained to and will be using it as an example of how to better our customer service skills. The client was fully aware of the cost of the package and it is fully disclosed on the front his bill of sale, but I would be willing to refund the chip repair portion as goodwill and a sign that we invest in our customers.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have spoken to the general sales manager and he has delt with his staff so I am satisfied at that end. Refunding the chip repair portion as goodwill will definetly go a long way to show that they care about their customers.
I believe that will restore the relationship to a good status again.
Thanks,
[redacted]