I am rejecting this response because: The dealer did indeed create two offer sheets. I asked the salesman Tim for the original offer sheet, and he texted me the attached file with the changed agreement crossed out, and he even went as far as writing in the original agreement. They are stealing hard earned money from unsuspecting customers who don't read over the paperwork. I am guilty of doing just that. I got small talked about my children and would have never in my life expected there to be changed numbers on the paper I signed.When I called them out on the error. It was explained to me that the difference between the agreement and the price paid was due to "my tax savings" from my trade in. I have attached a copy of my saved text message with the salesman trying his best to cover up why they changed our agreed on price.
Initial Business Response /* (1000, 8, 2015/09/22) */
When the consumer picked up their new truck, he told our sales manager that he was "very picky about his trucks" and that he would not take delivery until he went over it with "a fine toothed comb". After thoroughly inspecting the vehicle our...
sales manager confirmed with the consumer that the truck was acceptable, THE CONSUMER FOUND NO DAMAGE OR FLAWS AND TOOK DELVERY. Furthermore, this truck was delivered to us from the factory on 08/01/2015, the consumer took delivery on 8/10/2015, in those 8 days the truck had NO BODY or PAINT work done to it. A dent removal company has since repaired the 2 dents found on the roof. Our business manager knew nothing about the loan being refinanced until the consumer contacted him approximately one week after taking delivery, the bank contract the consumer read and signed clearly discloses that there may be a pre-payment penalty. This disclosure is directly under the payment amount in the Federal Disclosure box on the front of the contract.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did look over the truck in the garage and did find flaws and told my sale consultant Brandon about the marks in the fender flares on both rear fenders and he told me they were only tape marks from the plastic they wrap the truck in and that it would come off after a few washes and I then said to him that because its raining that I couldn't get a better look at it and if I find anything else if he would take care of it and was told yes, there will be no problem with that. The Sales Manager was not there when I looked at the truck and took delivery of it. I only saw him on the sales floor when I did ask him if they used [redacted] and was told that they are in the works of getting them but don't have them at this time and I said that's not a problem I will just refinance it when I get back home. I also asked him if he could wash the truck because it was very dirty and I wanted to make sure there was no scratches or chips in the paint. I was not aloud to get in the bed of the truck when it was in the garage to look at the roof because of insurance reasons and it was raining outside so I never saw the roof and the dents it had. I also couldn't see the difference in the paint in the right front fender until the sun was on it. It looks like it is metallic paint and the rest of the truck is not. I also had several body shops look at it and was told it was metallic paint too that it was repainted with the wrong color. I can't say if they did it at the dealer or factory I just want it to be right. We also told the finance person that we will be refinancing the loan with [redacted] when we get home and asked about any fees for early pay off and was never told there was. He did say that he doesn't normally work in finance but when she is off so I am thinking he just didn't know so just said no and never looked to see if there was. The dents have been repaired since all of this and I had to use my insurance to cover them not the dealer. I have been trying to get the dealer to fix the right front fender so it matches the rest of the truck, replace the rear fender flares and pay the 1% early payback on the loan that they never told us about. I even offered to pay half of the fee and was told that he would check with his boss and get back to me but that never happened too. I just wonder how much you need to spend at this dealer to be taken care of. All they cared about was making a sale. I was from out of state so I guess they never thought I would come back to them so why help me I'm not likely to be a return customer but I would have been if it wasn't for the way I am being treated after the sale. I don't understand why they will not just take care of my truck and make it like it should have been. I also don't understand why I had to go to the Revdex.com to handle this but after many phone calls and nothing done I didn't know what else to do. The funny thing about all of this is they never told me to bring the truck out to them to see the problems with it. That makes me wonder if they already knew they were there, why else would they never ask to look at it. I hope this dealer doesn't treat all there customers like this if they like return business. I have never been treated like this when buying a vehicle. I just can't understand why they wouldn't want to fix this. The paint should be Warranty just like the fender flares, the dents are done and pay the 1% fee and that makes it right.
Initial Business Response /* (1000, 5, 2015/07/16) */
We performed a warranty repair on the customer's vehicle, in the process we never touched the exhaust system on the the car. It's not unusual for an exhaust donut gasket to fail at 79,000 miles, and that failure is in no way related to the...
work we performed on the vehicle. We offered to make the repair at NO COST to the customer, but she became totally unreasonable with her demands. We therefore withdraw our previous offer.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dropped my car off for a transmission issue. When I picked it up, it sounded like a lawn mower. I had no understanding. As a customer, the dealership told me that they were swamped and I would have to wait until an hourly employee came in 5 days later to fix the issue. All I know is when I dropped my car off that issue was NOT present. I think the customer service was POOR and that the sales and service manager were very unprofessional. There was no communication that this issue was present in any of the prior visits. This instance the ball was dropped and I want my car fixed. I have had Toth service my car throughout any issue , this is the Thanks I get. So much for quality customer service. Not to mention the headlight they replaced a month ago is not working. I am in awe. I want my car fixed.
Final Business Response /* (4000, 9, 2015/07/27) */
No one in our organization told the consumer that they had to wait until an "hourly employee came in 5 days later". Because this part failure did not effect the driveability of the vehicle, and because of the backlog in our shop, we offered to make this goodwill repair 4 business days later at NO COST to the consumer. Because of the way the consumer treated our employees in response to our offer, we respectfully withdraw our original offer and will not be servicing this vehicle in the future.
The customer called us around 9:00 am asking if they could bring their vehicle in because of a power steering concern, at this time their vehicle was at another repair shop. Our service advisor informed the customer they could bring it in but that we wouldn't be able to look at it until...
after 1:00 pm due to the amount of existing appointments. The customer brought the vehicle in around 11:00 am, we informed them that we had no rental vehicles available but that we were expecting one back later in the day. The customer stated that the other shop told them their vehicle needed tie-rod ends, we explained to the customer that we needed to diagnose the concern; the customer signed the repair order acknowledging the $99.00 diagnostic fee that would be waived if we did the repair. The customer came back around 12:30 and became belligerent because their vehicle wasn't in the shop yet; our service advisor again explained to them that we would get it in right after lunch once we were caught up with the morning appointments. The diagnosis from the other repair shop WAS INCORRECT, the vehicle needed the whole steering rack replaced which the customer's extended service contract would cover. When we called the extended service contract company to get the repair authorized, we were informed that they had already authorized the repair for the first shop and that the customer would need to contact them to cancel it before they would authorize the repair for us. We explained this to the customer who did call and have the first authorization cancelled. The customer called back around 5:00 pm wanting a rental vehicle (which the extended service contract company would cover), we told the customer that one still hadn't come back but that we were expecting it to be returned soon. 10-15 minutes later the rental vehicle returned and our service advisor called the customer to let them know, at this point the customer told our advisor that they were going to pick up their vehicle and take it to another repair shop. When the customer came back to pick up their vehicle we had the rental vehicle ready for them so we could complete the repair the next day, instead the customer paid for the diagnosis and left in their vehicle. Throughout this whole interaction the customer was very inpatient and combative, I don’t feel we should reimburse them for the diagnosis we performed after we tried to accommodate them in every way we could. Again, had we done the repair the diagnostic charge would have been waived.
I am rejecting this response because: The dealer did indeed create two offer sheets. I asked the salesman Tim for the original offer sheet, and he texted me the attached file with the changed agreement crossed out, and he even went as far as writing in the original agreement. They are stealing hard earned money from unsuspecting customers who don't read over the paperwork. I am guilty of doing just that. I got small talked about my children and would have never in my life expected there to be changed numbers on the paper I signed.When I called them out on the error. It was explained to me that the difference between the agreement and the price paid was due to "my tax savings" from my trade in. I have attached a copy of my saved text message with the salesman trying his best to cover up why they changed our agreed on price.
Initial Business Response /* (1000, 8, 2015/09/22) */
When the consumer picked up their new truck, he told our sales manager that he was "very picky about his trucks" and that he would not take delivery until he went over it with "a fine toothed comb". After thoroughly inspecting the vehicle our...
sales manager confirmed with the consumer that the truck was acceptable, THE CONSUMER FOUND NO DAMAGE OR FLAWS AND TOOK DELVERY. Furthermore, this truck was delivered to us from the factory on 08/01/2015, the consumer took delivery on 8/10/2015, in those 8 days the truck had NO BODY or PAINT work done to it. A dent removal company has since repaired the 2 dents found on the roof. Our business manager knew nothing about the loan being refinanced until the consumer contacted him approximately one week after taking delivery, the bank contract the consumer read and signed clearly discloses that there may be a pre-payment penalty. This disclosure is directly under the payment amount in the Federal Disclosure box on the front of the contract.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did look over the truck in the garage and did find flaws and told my sale consultant Brandon about the marks in the fender flares on both rear fenders and he told me they were only tape marks from the plastic they wrap the truck in and that it would come off after a few washes and I then said to him that because its raining that I couldn't get a better look at it and if I find anything else if he would take care of it and was told yes, there will be no problem with that. The Sales Manager was not there when I looked at the truck and took delivery of it. I only saw him on the sales floor when I did ask him if they used [redacted] and was told that they are in the works of getting them but don't have them at this time and I said that's not a problem I will just refinance it when I get back home. I also asked him if he could wash the truck because it was very dirty and I wanted to make sure there was no scratches or chips in the paint. I was not aloud to get in the bed of the truck when it was in the garage to look at the roof because of insurance reasons and it was raining outside so I never saw the roof and the dents it had. I also couldn't see the difference in the paint in the right front fender until the sun was on it. It looks like it is metallic paint and the rest of the truck is not. I also had several body shops look at it and was told it was metallic paint too that it was repainted with the wrong color. I can't say if they did it at the dealer or factory I just want it to be right. We also told the finance person that we will be refinancing the loan with [redacted] when we get home and asked about any fees for early pay off and was never told there was. He did say that he doesn't normally work in finance but when she is off so I am thinking he just didn't know so just said no and never looked to see if there was. The dents have been repaired since all of this and I had to use my insurance to cover them not the dealer. I have been trying to get the dealer to fix the right front fender so it matches the rest of the truck, replace the rear fender flares and pay the 1% early payback on the loan that they never told us about. I even offered to pay half of the fee and was told that he would check with his boss and get back to me but that never happened too. I just wonder how much you need to spend at this dealer to be taken care of. All they cared about was making a sale. I was from out of state so I guess they never thought I would come back to them so why help me I'm not likely to be a return customer but I would have been if it wasn't for the way I am being treated after the sale. I don't understand why they will not just take care of my truck and make it like it should have been. I also don't understand why I had to go to the Revdex.com to handle this but after many phone calls and nothing done I didn't know what else to do. The funny thing about all of this is they never told me to bring the truck out to them to see the problems with it. That makes me wonder if they already knew they were there, why else would they never ask to look at it. I hope this dealer doesn't treat all there customers like this if they like return business. I have never been treated like this when buying a vehicle. I just can't understand why they wouldn't want to fix this. The paint should be Warranty just like the fender flares, the dents are done and pay the 1% fee and that makes it right.
Initial Business Response /* (1000, 5, 2015/07/16) */
We performed a warranty repair on the customer's vehicle, in the process we never touched the exhaust system on the the car. It's not unusual for an exhaust donut gasket to fail at 79,000 miles, and that failure is in no way related to the...
work we performed on the vehicle. We offered to make the repair at NO COST to the customer, but she became totally unreasonable with her demands. We therefore withdraw our previous offer.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dropped my car off for a transmission issue. When I picked it up, it sounded like a lawn mower. I had no understanding. As a customer, the dealership told me that they were swamped and I would have to wait until an hourly employee came in 5 days later to fix the issue. All I know is when I dropped my car off that issue was NOT present. I think the customer service was POOR and that the sales and service manager were very unprofessional. There was no communication that this issue was present in any of the prior visits. This instance the ball was dropped and I want my car fixed. I have had Toth service my car throughout any issue , this is the Thanks I get. So much for quality customer service. Not to mention the headlight they replaced a month ago is not working. I am in awe. I want my car fixed.
Final Business Response /* (4000, 9, 2015/07/27) */
No one in our organization told the consumer that they had to wait until an "hourly employee came in 5 days later". Because this part failure did not effect the driveability of the vehicle, and because of the backlog in our shop, we offered to make this goodwill repair 4 business days later at NO COST to the consumer. Because of the way the consumer treated our employees in response to our offer, we respectfully withdraw our original offer and will not be servicing this vehicle in the future.
The customer called us around 9:00 am asking if they could bring their vehicle in because of a power steering concern, at this time their vehicle was at another repair shop. Our service advisor informed the customer they could bring it in but that we wouldn't be able to look at it until...
after 1:00 pm due to the amount of existing appointments. The customer brought the vehicle in around 11:00 am, we informed them that we had no rental vehicles available but that we were expecting one back later in the day. The customer stated that the other shop told them their vehicle needed tie-rod ends, we explained to the customer that we needed to diagnose the concern; the customer signed the repair order acknowledging the $99.00 diagnostic fee that would be waived if we did the repair. The customer came back around 12:30 and became belligerent because their vehicle wasn't in the shop yet; our service advisor again explained to them that we would get it in right after lunch once we were caught up with the morning appointments. The diagnosis from the other repair shop WAS INCORRECT, the vehicle needed the whole steering rack replaced which the customer's extended service contract would cover. When we called the extended service contract company to get the repair authorized, we were informed that they had already authorized the repair for the first shop and that the customer would need to contact them to cancel it before they would authorize the repair for us. We explained this to the customer who did call and have the first authorization cancelled. The customer called back around 5:00 pm wanting a rental vehicle (which the extended service contract company would cover), we told the customer that one still hadn't come back but that we were expecting it to be returned soon. 10-15 minutes later the rental vehicle returned and our service advisor called the customer to let them know, at this point the customer told our advisor that they were going to pick up their vehicle and take it to another repair shop. When the customer came back to pick up their vehicle we had the rental vehicle ready for them so we could complete the repair the next day, instead the customer paid for the diagnosis and left in their vehicle. Throughout this whole interaction the customer was very inpatient and combative, I don’t feel we should reimburse them for the diagnosis we performed after we tried to accommodate them in every way we could. Again, had we done the repair the diagnostic charge would have been waived.