Realty Services Group, Inc.

I apologize for any inconvenience you may have hadOur company policy is to not hold deposits for customers if the vehicle is not purchasedI am sorry for any miscommunication that has happenedWe have rectified the situation with the previous manager who you had spoken toI hope besides this
situation that you had a great experience with usThe refund check was mailed to youIf you do not receive the check by 10/27/please give me a call at ###-###-#### and ask for JohnAlso if there is anything additional I may be able to help you withThank you for considering us at Auto Outlets USA next time you are in the market for a vehicle come see us! John GDirect of Operations Auto Outlets USA

At Auto Outlets USA we are determined to take care of our customersIt is our number one goal to build a lasting relationship with our customersFrom time to time, regrettably, vehicles prior to sale do end up with issues needing to be addressedOur intent is to take care of these issues in as
timely a manner as possibleThere are policies and procedures we have in place, which adhering to normally speethe processIn order to serve our customers best, our policy is to internally take care of these issues at our own facilities to make sure the issues are taken care of properly. Although our policy is to resolve issues internally we have paid the customers garage to replace the fan assemblyAttached is a copy of the receipt

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company has definitely disposed of the proof of repairsI spent a total of $at the auto outlets Wolcott location for the repairsonly that they told me needed to be done before the inspectionI am having a hard time accepting that this company has no knowledge of repairs done in there garage at the Wolcott locationThey are ripping me off and I also spent $for the first inspection before the repairs because they put in a new light bulbAnd then another $for the last inspectionThey are taking my money and my vehicle isn't coming back any betterI would like them to admit they are crooks and at least reimburse part of the money at half or greater than half the total cost of all the visitsSince I have had to shell it out even more money for another garage to find and fix the issues that they have neglected to to take responsibility for
Regards,
*** ***

No repairs were made to this vehicle at our service location, Auto Outlet of Wolcott. The customer brought the vehicle in for a NYS safety inspection on February 12th, and then back again on February 26th, 2018. All documents have been attached showing the inspection dates as
well as the Invoice for the Emission Inspection only. The customer was not charged for anything other than NYS inspection and that was all the vehicle was in for. The check engine light is not relative to their visit at our location

There was in fact an error in communication with the warranty company (***) which was the reason for the delay. I determined where the problem occurred and have since rectified. Robert will be receiving a check for the discussed cancelation amount early next week. I
apologize for the inconvenience. Thanks. Jay M. Sales Manager Auto Outlets USA

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,
[redacted]

Here is our reply to this matter.  We have proposed to resolve this matter completely. When the buyer failed to return calls to her phone, Scott
the sales manager turned to social media to reach out to her to get her to
cooperate with us.  This apparently did
not bode well with the buyer, which resulted in her calling to complain to me
about the situation.   I investigated the
situation with her and Scott to try to find a solution to the problem.   After speaking with Scott, I found out that he had another
lender willing to finance the buyer with just the income from her primary
job.  However, that lender would not
finance a 2006 vehicle, they would only allow a vehicle that was newer.  We explained the terms we were trying to work
out for the buyer, but those terms were not acceptable to her.  But I explained that we get vehicles in all
the time and that we would find a vehicle with terms that the buyer would find
agreeable to her, all she needed to do was to come in and work with us.  She said she no longer wanted to do business
with us. At this time, late July, I was told by the buyer her desire
to unwind the deal we had made; to which I replied that was not possible due to
the fact we had already conveyed ownership to her and that we had already sold
her trade in at auction.  She then
demanded that we pay her more for her trade in than what we allowed her on the
purchase agreement.  We had allowed her
$2200 as the trade in credit, but she felt she was entitled to get $4900.  I asked her how she justified the amount; her
reply was “that is the retail value of the vehicle I traded.”  I then explained that the amount she had
agreed to was on the purchase agreement and that wanting to get more than that
amount was not possible.  She said her
attorney who was advising her said that was ok and she held firm that she would
not return unless we agreed to her demands.  Afterwards, she became non-responsive again, would not answer the phone
when called, and would not return calls even after messages were left for
her.   When it was apparent we were at an impasse, I called numerous
times to inform the buyer that even though [redacted] did not accept the
financing did not mean that we did not have a valid contract, that we were the
actual creditor in this situation and that she needed to make her payments to
us.  I called her again 3 days prior to
her first payment being due to advise her again to pay us.  Again she did not return the calls.  I called again on the payment due date to
advise her to get the payment in promptly so that she was not in default.  That if she did default on her agreement, we
would enforce the contract and exercise our rights in the security agreement
that the retail installment contract provided to us.  Once again she did not respond or call back;
nor did she remit payment.   The next day
I called again to inform buyer that her payment was not received and that she
was in default of the contract.  I asked
that she call me asap to avoid any repercussions to being in default.  Once again she did not reply.  At this time 46 days had elapsed since the
original contract date, we had not been paid on the vehicle and there was no
good faith effort on the part of the buyer to make good on the agreements she
made on the retail installment contract.    When it was apparent that the buyer refused to make good on the
promises made in the retail installment contract which induced us to give her
the vehicle; I hired [redacted] of New York to repossess the vehicle. On the morning of August 25th the buyer had her
vehicle repossessed.  Then I finally
received a call from the buyer in dismay that we repossessed the vehicle.  She asked what she needed to do to get the
vehicle back, which I replied that she would need to pay all monies due under
the contract including the cost of the repossession.  I further explained that she had not paid for
the vehicle and that was not entitled to keep it without paying for it.  She then asked if she could get the money
back for her trade, to which I explained that we were well beyond that point of
that happening.  That time passed when
she became non-responsive to our pleas to work with us to find an equitable
solution where we were all happy. The facts of the matter are that the buyer came to us to buy
a vehicle, which we gave to her with a promise to pay. She did not pay and we took
back the collateral.  Under the terms of
the contract, the buyer is not entitled to a refund, that was forfeited when
the buyer decided to not pay.  Additionally, we have incurred costs associated with this transaction
that we are entitled to seek remedy for these costs.  The buyer put 3329 miles on the vehicle in the 55 days it was in her possession. At $.25 per mile the cost of use is $832.25. The sales tax was paid to the state in this transaction which amounted to $439.52. The registration fees to the DMV were $164.00. The cost of the repossession that we paid to [redacted] of New York was $425.00. The key we had to pay the locksmith to cut to operate the vehicle $175.00. The costs of the drivers (2) to go to the holding lot retrieve the vehicle. (3 hours each by $12.00/hr.)$72.00. Legal fees involved with the matter $495.00. Grand Total expenses $2602.77.  That is where we are at this time.  In order to resolve this matter, even though
based on the above we are not required to pay her anything, the owner has
decided to go above and beyond by returning the amount of money we allowed for
the trade to avoid any other litigation over this matter. Sincerely, Joseph
G. Inventory
Director Auto Outlets
USA

The customer originally came in on 1/20/2016 in regards to a SES light on the dash which we diagnosed as an issue with the purge valve.  The issue was addressed and the customer was not charged for this repair.  The customer was having as issue shortly after this with the [redacted] which...

was not present at the time of sale or when they came in for service the first time around.  They were directed to a Certified [redacted] dealership on how to properly address this as only [redacted] could reset.  The customer contacted the Store Manager, Jay [redacted], with their concerns and how they could get out of the vehicle.  At the time they came in 04/01/2016, they were not able to secure financing for a vehicle without a co-signer or more money down.  The customer then came back in on 04/21/2016 for a front end noise.  It ended up being sway bar links, both sides were replaced and there was no charge to the customer.

We
are an indirect lender for a variety of financial institutions.  As such,
we work to set up the financing for customers through us as the originating
lender.  We collect the personal credit information from the customer and
relay it to the financial institutions to set up the...

potential financing. 
The approval is based on the information given, and they do require proof of
the information given, from time to time.  When [redacted] came to us to
purchase a vehicle, we gave her the vehicle in good faith believing that she
would be able to provide proof of the income she listed on her application for
credit.  [redacted] was unable to provide satisfactory proof of income to
the financial institution we were attempting to get the financing set up with ([redacted]).  We made numerous attempts to
secure the proper proof to get [redacted] to accept the financing, but
[redacted] stopped responding. We
are the lender on these contracts until we find a financial institution willing
to accept the assignment of the contract to them.  We had financing set up
as long as we could provide the proof of income that was quoted on the
application.  Since we had given the vehicle to [redacted] and she was
non-responsive to our requests to come in so that we could find a solution to
the problem.  I had spoken to [redacted] and
explained that the bank would not accept the assignment due to her inability to
provide the proper proof of income.  She
expressed her wanting to unwind the deal completely after driving the vehicle
for over a month and told me that she wanted  more money for her trade than what
we had allowed her on the original purchase agreement.  I stated that we could undo the deal, but
that her trade had already been sent to auction and sold; that we could refund
her the amount we had allowed her ($2200) but that was not good enough for
[redacted], she said she felt $4900 was what she wanted.  She justified that cause that is what [redacted] said the retail value of her car was, and that since she did not have
her car and she would not return our car unless that is what we gave her. Unable
to reach an acceptable solution to the problem, I called [redacted] numerous times
to advise her that we still had a valid retail installment contract with us
being the lender; and that she would need to make the payments to us.  I called her on august 12th to
advise her that her payment would be due on Monday August 15, 2016.  I called her again on August 15th asking for her remittance of her payment.  I called again the next day advising her that she was in default of the
retail installment contract that she had with us and that if she did not remedy
this immediately there would be consequences.  10 days were given for [redacted] to make the payment, when she did not, we
exercised our right to repossess the vehicle under the security agreement given
to us in the retail installment contract. I
explained that if she wanted her vehicle back that she would need to follow the
provisions set forth in the retail installment in case of a default.  I did also extend a possible compromise that
we would be willing to work out with her, the exact details were not known at
the time of our last conversation.  If
there are any other questions…. please feel free to contact me. Joseph
G. -Inventory Director

Since the Rejection I have spoke with [redacted] and we are going to try another scenario to get her out of her current vehicle.  Also, I have agreed to pay for a key she purchased back in January for the "[redacted]" System in the [redacted].  I am continuing to work with her to appease her dissatisfaction with the vehicle.  [redacted] and her mother are sending me an Online Credit Application, for her mother,  so I can try to secure financing on a new vehicle for her.  We will be in touch Saturday 05/06/2016.  Thanks

There was a miscommunication between [redacted] and the previous manager of our [redacted] location.  When I spoke to [redacted], in January, regarding the Cancelation still not being processed, I looked into the matter immediately.  On 1/9/2018 I emailed the warranty representative to expedite the...

error on our behalf.  The current manager at the [redacted] location was not aware it was within the 30 day cancelation period, flat cancel, that entitled [redacted] to a full refund inclusive of taxes.  The amount for the warranty tax was sent to the office manager which will be forwarded to the customer.  [redacted] had an issue with the vehicle having rain guards on at the time of purchase.  Auto Outlets agreed to remove them, no charge.  When removed there were scratches underneath from previous installation.  I guarantee the best quality and price for every vehicle in inventory for their specific mileage, age, condition, and equipment.  I agreed to have the doors touched up for [redacted] as he was not happy.  He came back to pick the truck up and was still not satisfied with the touch up job, which was no cost to him.  I agreed to have all four doors painted by one of my third party vendors to make sure that [redacted] was 100% satisfied with his vehicle.  None of this was an extra cost to him

Auto Outlets USA is a Used Car Dealership which offers the most aggressive pricing in the marketplace.  In comparison to the competition within our market we know we offer a great vehicle at a great value.  At no point during the transaction do we lead the consumer to believe that the...

vehicle is equipped with more than is stated.  We are so open with what we offer as extras with the vehicle, keys, floor mats, owner's manual, etc....  Every vehicle in our inventory is photographed with the amount of keys it comes in with, as well as the owner's manual or, lack of.  Being the low cost provider and having every make and model in our stock, we can never guarantee 2 keys on every vehicle that we do sell.  I am willing to see if I can locate at key at a wholesale cost and pass those savings onto the customer so they are not paying full price for a key. Thank you

[redacted] purchased the 2014 [redacted] on May 13th 2017 from our Wolcott Location.  The customer opted out of purchasing any extended mechanical coverage for the vehicle.  The vehicle did qualify for coverage under the NYS Limited Used Vehicle Warranty which was a 60 Day or...

3,000 mile warranty, whichever came first.  I have attached the document which states the exact components we are required to cover.  It also states the items we are not responsible for.  Also, attached are the repair orders from both my Wolcott Service facility as well as, [redacted].  Both determined that there was physical damage to the [redacted] which caused the front detection to not work.  As a courtesy to [redacted] we agreed to look at and cover some of these components even though he as out of the NYS Limited Used Vehicle Warranty and we are not required to cover those items in the first place.  I believe this is an inadequate complaint and have tried to resolve [redacted]'s issues with the vehicle.  Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as the dealer keeps to their word of refunding me the money for they key we have put into the car. We did not come to a solution to get into another vehicle so I hope they keep to their word to refund me. If they do not I will be forced to file against them again. 
Regards,
[redacted]

Auto outlet took 26 days to tell me the bank was not going to finance, then blamed me for not providing proof of a rental income. I provided bank statements and asked if a statement was needed from my tenent. I have a  text message as proof that I offered a statement from my tenent. I was told multiple times by both Scott and Joe that there was no valid contract since the bank would not finance, yet when Joe called and left a voicemail regarding payments to the dealership, he said there is still a contract, and stated they would like to get me financed in another vehicle, in the very same voicemail. So, if there were a valid contract, why would he  be pushing me to finance a different vehicle? I would like to point out that the bill of sale contract was never signed by Auto Outlet. All I have asked for is for my trade to be returned, or a fair value for it, since it was sold before the deal was finalized. There is, on the bill of sale, a notice to consumer that states if you are entitled to a refund in connection to this transaction, and your trade cannot be returned to you, you are entitied to an amount based on [redacted] used car guide, not the value listed on the document. I have been told by Joe that I am not entitled to a refund of my trade and that my only option is to pay for the car or finance a different vehicle with them. Again, I asked for my trade to be returned to me and when it could not, I asked for a fair price for my trade. This business has taken  advantage of others and names can be provided.