Truckmasters

It is our company policy to charge a cancellation processing fee on GAP insurance and Service Contracts[redacted] Truckmasters

We have already issued a check for $to Miss *** in consideration of her unfortunate experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would
not resolve my complaint. For your reference, details of the offer I reviewed appear below
It would be professional to advise of such policy when I inquired about terminating the insuranceI would like to be refunded the money as soon as possibleNo one indicated of such charge neither showed on the refund checkI expected a full refund of dollars and I am legally obligated to receive the remaining monies.Regards,
*** ***

See the attached copy of the GAP policy in question, and note the circled phrase regarding cancellation fee. [redacted] is in possession of a check for her refund. There are no further refunds forthcoming. Please consider this our final response to this matter.
[redacted]
Controller
Truckmasters

It is our company policy to charge a cancellation processing fee on GAP insurance and Service Contracts.[redacted]Truckmasters

14pt;"> To whom it may concern: This letter is in response to complaint# [redacted] filed by Mr. [redacted]. Mr. [redacted] came into our dealership on 8/22/2015 . The truck Mr. [redacted] tried to purchase was advertised at $22,995, however, Mr. [redacted] also wanted to trade in his 2004 Dodge Ram 1500 with 114,000 miles that he owes $14,200 upon inspection. Mr. [redacted]'s Dodge Ram had a trade-in value to Truckmasters at $7000, due to condition and mileage, leaving a remaining balance of $7200 that needed to be added to the sales price and be rolled over into the NEW loan he was trying to obtain financing on. Mr. [redacted] was paying the advertised price of $22,995 plus his $7200 negative equity from his trade-in. The price was not changed by us intentionally as a bait and switch ..... The price was changed because Mr. [redacted] owed $7,200 more than his vehicle is actually worth as a trade-in. Mr. [redacted] needed $5,600 cash down to make the loan real due to all his negative equity and his average credit profile (his best score was a 609 on Transunion) . The bank will only borrow so much on a vehicle based on the customer's risk level. Mr.[redacted] has the $7200 of negative equity, all taxes, docs fees and license plates BEFORE we can ever add any cost for the new truck... All this added cost makes the loan out of line without $5600 cash down from Mr. [redacted]. As the General Manager of Truckmasters, Iwould like to apologize to Mr. [redacted] for our staff not communicating these issues on 8-22-15 as well as they may have should. Our intention was to not waste Mr. [redacted]'s time and gas, but rather assist him with a new vehicle . As a resolution, Iwould be happy to offer Mr. [redacted] a $40 gas card for his driving time.

Mr [redacted] paid $3500.00 by Debit card over the period of August 31 and September 4th of this year as down payment on a 2001 Ford pickup. He also left a personal check in the amount of $1000.00 to be cashed at a later date. We delivered the truck to him and he returned to Overgaard, Az....

Subsequently we had to inform him that we could not obtain financing for him on the vehicle. and requested him to return it. He informed us that there was " something wrong" with the truck and we should come and get it. We had to have it towed back to Phoenix, at a cost of $603.00 to us. Our service department inspected the truck and found nothing wrong. In a phone conversation with Mr [redacted] last week, I offered to reverse the charges on his debit card.  He would not give me the card number. I explained that we refund monies in the same method that we receive payment; also, we do not store card numbers.  Furthermore, the check that he left with us was shredded when we knew we could not proceed with the deal. We are anxious to refund $3500.00, but he must provide us with the card number.

To follow up on [redacted]'s refund, he called a few minutes ago and gave me his debit card number. I have processed his refund for $3500.00. I have emailed him his receipt.
He was quite calm and pleasant and I believe that he is satisfied.
-- 
Best, 

[redacted]

[redacted]

I contacted David H[redacted] at Truckmasters for my 19 year old son who is a first time car buyer. My son kept bugging me about getting an auto loan but I wasn't sure how to go about getting him into a loan without a co-signer, very little down, lack of credit history but with a decent interest rate. My son has good credit but it's new credit so I didn't want a dealer to send his credit ap to 15 different lenders. David talked me through the process, explained they work with several lenders with great first time buyer programs and felt that one in particular might be a good fit. I felt confident that Truckmasters would take care of my son so I sent him in – after all we are not obligated to buy anything . We were shocked that the loan approval came back with 4.5%. They had the bank approval already at set terms so we didn’t need to worry about anyone calling us later and saying the deal didn’t get approved or they needed more money down. Truckmasters did everything they said they would. It helped that we did not expect a first time car buyer to walk out of there with a $50,000 lifted truck but Truckmasters (David & Lance) got my son into the perfect starter truck with only 60,000 miles. Perfect first truck at a low payment and something he can customize himself or pay for a year and then go back to Truckmasters with a trade in. Car buying experiences are never fun or easy but Truckmasters really did make it a smooth process. It made Mama happy and they took care of my son.

 I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Again B.S. from a typical car sales man. [redacted] told me that if I came down there they would cut a check . I asked him how long would it take and he said 15 min. Something told me before I drive 2 hrs. I had better call first. So I did.  There response was , I had to go to a different location for my refund. Again I decided to call ahead . There response was it was the other location responsibility to refund the money.As far as the truck not starting, Buyer Beware ... When it turns winter the truck will not start with out starting fluid. When the tow truck driver got here , we had to use starting fluid to get it going to get it out of the drive way to get it to his truck. For the public, getting pre qualified for a truck through a dealer ship does not mean anything. It is a nice truck but they draw you in not telling you before giving you the keys that there is know way you can get financed for that truck because of the year and miles. They take your money, " down payment," tell you they cant finance it . Make you give the truck back and then they tell you that they can give you a newer truck with less miles that cost you thousands of dollars more . No problem. When in fact you wanted that truck at that price because that's what you can really afford . Why do they have this truck on the lot in the first place if they cant give financing because of miles and the year ? Sounds like BAIT and Switch. I will except the return of my down payment for 3500.00 and the fact they shredded the check only because this case is in the public eye now . How should I proceed ?

Regards,

Our sales manager tried to explain how the effect of negative equity in Mr. [redacted]'s trade adversely impacted any purchase; and why a large down payment was required. It is a confusing concept and one that is likely to leave a bad taste for the consumer.
At this point in time when we cannot undo what has already happened, we can only offer our profuse apologies to Mr [redacted] for his unhappy experience.
Sincerely,
[redacted], Controller

This is the first day I have been aware of Mr. [redacted] issue. The fact of the matter is that when Advantage Programs sent us the cost basis of the refund, there was no work sheet attached detailing the calculations.I made my own calculation based on the percentage of premium used and refunded him...

accordingly. As soon as I was made aware of his complaint, I called and got clarification of Advantage's method of calculation, and I see that there is a discrepancy. I will be happy to send a check for the additional $103.90

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...

this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It would be professional to advise of such policy when I inquired about terminating the insurance. I would like to be refunded the money as soon as possible. No one indicated of such charge neither showed on the refund check. I expected a full refund of 568 dollars and I am legally obligated to receive the remaining monies.Regards,

we went to truckmasters to look at a truck and we got a good sales rep and we had to get finaced and they were great ,[redacted] did the fianance for us and he was vert straight forward with us ,but they still worked with us and we were abel to leave with a truck and in a year we can trade it in and get any truck if we want.he said u start out little then u go big and that is a lot better for us any way .and** the sales guy helped a lot he got are ins, there before we left and very cheep, also gave us some tips on how to establish our credit in the future which was a plus .and we defintily will be going to get our next truck there ,these guys are very good and straight forward that's what I liked no [redacted] he told us how it was and then got us a truck,honest is the bestr and that they were,I will recommend any one who wants to buy a car or truck to go there. thank u ** and t[redacted].

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Dear Ms. [redacted],
This is the same vitriol that Mr. [redacted] spewed in his original complaint, and I don't see what there is to respond to. This is a combination of inaccurate facts and supposition. We do not lie to our customers, we did not misrepresent anything, and we operate within [redacted] and IAADA guidelines. Mr. [redacted] wishes that we would go out of business. We will not agree to that. We will not have any further comments on this matter.

As of June 30, 2015 Mr. [redacted] is in possession of a new license plate, duly registered in [redacted]. The title itself is held by the lienholder. We regret the length of time it took to provide the hard plate, but this type of delay is not uncommon.  It should be noted that at...

no time was he ever driving his vehicle without proper registration. We had provided him with temporary registration during the interim, as authorized by the **. [redacted].

See the attached copy of the GAP policy in question, and note the circled phrase regarding cancellation fee. [redacted] is in possession of a check for her refund. There are no further refunds forthcoming. Please consider this our final response to this matter.

Controller

Truckmasters

Re: complaint # [redacted]

Our General Manager [redacted] contacted the customer, [redacted].  Dustin was able to clear up the misunderstanding and Mr. Dennis indicated that he was satisfied. He stated that he would withdraw the complaint.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]

Regards,

I find it very discomforting to think it has taken roughly a month and a half to submit their response!  The only reason I even went down there was because of the " sale manager ". I talked with him several times about this truck. I also explained to him my situation and why I was thinking about making the purchase. He assured me that they would be able to make some kind of deal that I would be comfortable with. I told him up front and I was totally honest with him. He told me that they have financed people in worse shape than me. Our conversations went back and forth for several days. I finally said that I do not want to spin my wheels and walk away dejected because we could not make a deal, I also told him that I did not want to waste his time either. Again he assured me that there is always something they can do and that they work with so many banks and lending institutions. 
And to top it all off they presented to the of that truck as $26,000 dollars instead of $22,995. No one said that was with the neg. equity, in addition they wanted me to put over $5500 dollars down even after I said I could only have about $2,000. I explained all that to them before I came down.
Now they want to give me $40.00 for gas and time wasted. How bad do they have to put down a person? Time spent on the phone, time spent at the dealership and yes even wasted gas driving down there. I was insulted and humiliated. So many empty promises made. If they told me on the phone that " looking over your information I really do not think we can help you unless you can come up with a down payment that is equal to about one fifth of your income. All I asked for on the phone and in person was honesty and I was denied that!