Auburn Way Autos

Complaint: [redacted] I am rejecting this response because: While the statement of the proof of Mortgage is up to date, the mortgage is not even in the purchaser ( [redacted] 's) name The proof was provided to the dealership as well as reliable credit who approved this loan and as of 11/28/states that they were not aware the dealership was threatening a repo of the Honda Pilot and that I am still approved Lisa with Reliable Credit encouraged me that I was still approved and I could seek out another dealership they work with for a new vehicle Regarding the documentation, the problem was not only the mortgage paperwork, it was the daily calls from Cruz (salesperson) between calling Gavin and then calling me (***) saying that he misplaced the paystubs for our employment verification and the threats of repo of the vehicle Being that the response was not from any one individual that I have worked with at the dealership over the last weeks, I find interesting The manager , Carlos S [redacted] who I was working with when I originally brought the car back to return on 11/22/stated that he was sorry for the lack of professionalism and the way that the business had handled this deal Carlos stated that he wanted to work with me and his aplogies for the repeated phone calls as he had the copies already in email from me (***) There was a major lack of communication that he accepted and wanted to work with me That evening, receipts of the paid mortgage were sent by email to Carlos S [redacted] and Lisa with Reliable Credit, if that was not sufficient then I was willing to return the vehicle because at this time I felt I was being harassed and accused of being at fault for the dealerships lack of professional business and I had been approved with Reliable Credit The purchase of the Honda Pilot was on 11/12/ On 11/14/at the [redacted] residence, a drunk driver struck all vehicles including the Honda There was a police report, full coverage on all cars, a claim submitted through Safeco ( [redacted] 's insurance) We also were notified on 11/16/that the drunk driver also had insurance through Progressive Carlos S [redacted] , manger of the dealership was given a email copy of the police report, spoke to Chris with Progressive Insurance that stated that they were responsible for any and all damages made to the Honda Pilot affected by the accident on 11/14/ Chris with Progressive also sent a fax stating that they are responsible for the damages Dean T [redacted] with Safeco also was involved with relaying the appropriate information that the responsibility of the damages were to be completely covered On 11/23/2016, all of this was relayed all while we (Gavin and ***) were at the dealership returning the vehicle When I asked for the $cash to be returned how it was given, Carlos stated that he would be right back and left out the back door and went across the street to Starbucks with a couple other employees, leaving the shop guy (name unknown) to handle this faulty situation At that time the dealership refused to give back the $until there was proof that the damages would be covered The police were called and I do have an incident report of [redacted] dated 11/23/at 6:pm Gavin called the dealership on 11/26/at 11:30am to nitify the dealership that the Honda Pilot was scheduled to be at South Hill Collision, [redacted] ***, phone [redacted] the manager refused to talk to him, so Gavin left a message with the person that answered the phone who would not give a name 11/28/at 11:00am the Honda Pilot has not yet been dropped off for repairs that were scheduled to start today At this point in this unfortunate situation, the dealership is lacking on the repairs being made and which I, [redacted] have no control over There is a duty for my funds to be returned to me rightfully, being that the car is completely covered and set to get repairs It is out of our control if the dealership chooses not to follow through, however, it is their responsibility to return the funds that do not belong to them.Sincerely, [redacted]

Regarding Ms [redacted] 's complaint, on January 28, Ms [redacted] did purchase a Hyundai Snata Fe from our dealershipTo my knowledge the AWD issue didn't come up until late February, a month after the purchaseMs [redacted] explained that her vehicle didn't meet her needs and that because she believed she had purchased an AWD, that Auburn Way Autos needed to either replace her FWD vehicle with an AWD vehicle at no expense to her or refund our proceedsI explained to Ms [redacted] that there is a monetary difference between an AWD and a FWD vehicles and we would not simply replace her vehicle with a more expensive vehicleI explained that we were not going to refund our proceedsI told her we would be happy to try and acquire a suitable AWD vehicle for her to purchase while trading her FWD back inI explained that the difference between the FWD and AWD would have to be made up by her, either in cash down or higher paymentsShe said that was not accepatable We have been unable to find an AWD vehicle at the FWD priceWe will be happy to continue to tryHowever, should Ms [redacted] agree to absorb the monetary difference to make up for the additional equipment she is seeking, it would be easier to sell her an AWDLastly, Ms [redacted] claims she paid $12,for her car which she says is in the midrange for an AWDShe actually only paid $11,205, which is in the midrange for a FWDSincerely, Phil L [redacted] Auburn Way Autos

We sold Ms*** a vehicle contingent on obtaining outside financing for her purchaseAt no time was Ms*** approvedWe forwarded her application to Reliable CreditAs a high risk lender, Reliable Credit routinely verifies the information provide, including employment and rental
historiesThis is especially true in cases where the customers have long histories of not paying their billsA routine verification with Ms***'s landlord resulted in a negative rating and a denial of creditAs her complaint stated, Ms*** was contacted by us about this matter and asked to return our vehicle within days of purchaseShe continued to drive our vehicle for two weeks refusing to return it while complaining that her landlord was a liarHer dealings with her landlord are not our businessThe fact that she continued to use our vehicle without our permission and returned it dirty and needing reconditioning caused our company financial harmMs*** agreed at the time that we could keep the $to offset our lossIts obvious she has changed her mind
Reliable Credit can not be faulted for refusing to loan money to somebody with poor credit and a bad rental reference, so I don't blame themI typically do not trust people with poor credit histories to tell the truth any more than I trust them to pay their bills, however I personally have no way of determining if Ms*** is lying or her landlord is lyingSo even though Ms*** refused to return our vehicle and previously agreed to offset our expenses incurred by her refusal to comply, I am willing to return the $
Phil L***
Auburn Way Autos

The vehicle Mr*** bought has a clean titleIt is not salvageWe have spoken with Mr*** directly and have supplied him with all supporting copies of past and present title work proving this
Sincerely,
Phil L***

On March 9th, Mr. [redacted] came into our dealership having seen our Jeep Grand Cherokee advertised online. He met with one of our salespeople, test drove the vehicle and asked them if we could "hold" it for him until he received a settlement on the Jeep he had wrecked. When the salesperson told him...

that we do not "hold" vehicles, Mr. [redacted] asked to speak to the owner. I explained to Mr. [redacted] that we do not "hold" vehicles under any circumstances, either with or without a deposit. That was the entire extent of my interaction with Mr. [redacted] prior to his purchasing the vehicle that day.
Mr. [redacted] then decided to forego waiting on his settlement check and decided instead to put $1000 down and finance the vehicle. Mr. [redacted] signed a standard LAW contract and took delivery of the Grand Cherokee. Contrary to his letter, I did nothing to "pressure" him into a deal. I did not negotiate the deal with him,. I did not sign any papers with him. All of that work was performed by my sales staff, the same sales staff that Mr. [redacted] complimented as being "very good".
On March 14th, Mr. [redacted] came back into our dealership and told us he was returning the car. His salesperson explained that Mr. [redacted] had signed a contract. Mr. [redacted] said that the car wasn't exactly what he wanted and therefore was returning it. At no point did Mr. [redacted] indicate that there was anything wrong with the vehicle. He simply wanted a different car.
Washington State law is clear on this matter. The purchaser DOES NOT have the right to cancel a contract. Further, the LAW contract signed by Mr. [redacted] clearly states that there is NO COOLING OFF PERIOD. I explained all of this to Mr. Dooley. He said he didn't care, that he shouldn't have to honor the contract if he didn't want the car.
While it is entirely within our rights to pursue legal action against Mr. [redacted] for his breach of contract, we have no plans to do so. However, we have no obligation or plans to return any money in this matter either.
Sincerely,
Phil L[redacted]
Owner, Auburn Way Autos

Regarding Ms. [redacted]'s complaint, on January 28, 2017 Ms. [redacted] did purchase a 2010 Hyundai Snata Fe from our dealership. To my knowledge the AWD issue didn't come up until late February, a month after the purchase. Ms. [redacted] explained that her vehicle didn't meet her needs and that...

because she believed she had purchased an AWD, that Auburn Way Autos needed to either replace her FWD vehicle with an AWD vehicle at no expense to her or refund our proceeds. I explained to Ms. [redacted] that there is a monetary difference between an AWD and a FWD vehicles and we would not simply replace her vehicle with a more expensive vehicle. I explained that we were not going to refund our proceeds. I told her we would be happy to try and acquire a suitable AWD vehicle for her to purchase while trading her FWD back in. I explained that the difference between the FWD and AWD would have to be made up by her, either in cash down or higher payments. She said that was not accepatable.   We have been unable to find an AWD vehicle at the FWD price. We will be happy to continue to try. However, should Ms. [redacted] agree to absorb the monetary difference to make up for the additional equipment she is seeking, it would be easier to sell her an AWD. Lastly, Ms. [redacted] claims she paid $12,000 for her car which she says is in the midrange for an AWD. She actually only paid $11,205, which is in the midrange for a FWD. Sincerely, Phil L[redacted]Auburn Way Autos

Complaint: [redacted]I am rejecting this response because:  While the statement of the proof of Mortgage is up to date, the mortgage is not even in the purchaser ([redacted]'s) name.  The proof was provided to the dealership as well as reliable credit who approved this loan and as of 11/28/2016 states that they were not aware the dealership was threatening a repo of the Honda Pilot and that I am still approved.  Lisa with Reliable Credit encouraged me that I was still approved and I could seek out another dealership they work with for a new vehicle.
Regarding the documentation, the problem was not only the mortgage paperwork, it was the daily calls from Cruz (salesperson) between calling Gavin and then calling me ([redacted]) saying that he misplaced the paystubs for our employment verification and the threats of repo of the vehicle.   Being that the response was not from any one individual that I have worked with at the dealership over the last 2 weeks, I find interesting.  The manager , Carlos S[redacted] who I was working with when I originally brought the car back to return on 11/22/2016 stated that he was sorry for the lack of professionalism and the way that the business had handled this deal.  Carlos stated that he wanted to work with me and his aplogies for the repeated phone calls as he had the copies already in email from me ([redacted]).  There was a major lack of communication that he accepted and wanted to work with me.  That evening, receipts of the paid mortgage were sent by email to Carlos S[redacted] and Lisa with Reliable Credit, if that was not sufficient then I was willing to return the vehicle because at this time I felt I was being harassed and accused of being at fault for the dealerships lack of professional business and I had been approved with Reliable Credit.
The purchase of the Honda Pilot was on 11/12/2026.  On 11/14/2016 at the [redacted] residence, a drunk driver struck all 3 vehicles including the Honda.  There was a police report, full coverage on all cars, a claim submitted through Safeco ([redacted]'s insurance).  We also were notified on 11/16/2016 that the drunk driver also had insurance through Progressive.  
Carlos S[redacted], manger of the dealership was given a email copy of the police report, spoke to Chris with Progressive Insurance that stated that they were responsible for any and all damages made to the Honda Pilot affected by the accident on 11/14/2016.  Chris with Progressive also sent a fax stating that they are responsible for the damages.  Dean T[redacted] with Safeco also was involved with relaying the appropriate information that the responsibility of the damages were to be completely covered.
On 11/23/2016, all of this was relayed all while we (Gavin and [redacted]) were at the dealership returning the vehicle.  When I asked for the $400 cash to be returned how it was given, Carlos stated that he would be right back and left out the back door and went across the street to Starbucks with a couple other employees, leaving the shop guy (name unknown) to handle this faulty situation.  At that time the dealership refused to give back the $400 until there was proof that the damages would be covered.  
The police were called and I do have an incident report of [redacted] dated 11/23/2016 at 6:30 pm
Gavin called the dealership on 11/26/2016 at 11:30am to nitify the dealership that the Honda Pilot was scheduled to be at South Hill Collision, [redacted], phone [redacted] the manager refused to talk to him, so Gavin left a message with the person that answered the phone who would not give a name.  
11/28/2016 at 11:00am the Honda Pilot has not yet been dropped off for repairs that were scheduled to start today.  At this point in this unfortunate situation, the dealership is lacking on the repairs being made and which I, [redacted] have no control over.  There is a duty for my funds to be returned to me rightfully, being that the car is completely covered and set to get repairs.  It is out of our control if the dealership chooses not to follow through, however, it is their responsibility to return the funds that do not belong to them.Sincerely,[redacted]

Mr. and Mrs. [redacted] purchased a vehicle from us contingent on our company providing outside financing. As is customary when dealing with customers who have a long history of not paying their bill, we requested documentation, as a condition of loan approval. These customers were fully aware that a...

condition of their approval was providing proof that their mortgage payment was current and not past due. Despite multiple attempts to have these customers simply provide such documentation or return our vehicle, they refused to do so. On 11/23 they finally did return our vehicle. The vehicle has been badly damaged while in their possession and requires repair. They have a pending claim to fix our car. We agreed to return the $400 once our vehicle is repaired. Should they fail to do so, we shall pursue legal action to recover any and all additional damages necessary to repair our vehicle.
 
Philip L[redacted]
Auburn Way Autos