Charlie Obaugh Chevrolet Buick GMC Kia

Contacted customer offered store credit of $Customer accepted [redacted] apologized to customerAll is well

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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

To address Mr [redacted] allegations, we respectfully disagree with all of his claimsI’m sure this is no surprise, so let’s get to each allegation.Mr [redacted] first engaged us on March 5, with multiple contacts with our sales associate, [redacted] , concerning a Toyota Tacoma (Stock # [redacted] )At this time the unit was at [redacted] to be sold on the wholesale market, which I am not sure [redacted] was awareWe did not sell it, and Mr [redacted] had expressed continued interest, so we brought it homeThere were numerous emails back forth before Mr [redacted] , but not once did Mr [redacted] say he would buy the unit, nor did he put a deposit down on the unit to hold it until he could make it to our storeIn additional attachment, I have attached all the email correspondence between Mr [redacted] and our store prior to his arrival.I changed the pricing according to the marketplace multiple times while Mr [redacted] was engaged with our sales associateI change the pricing on all our units every 3-days depending on what I see or one of our managers see what’s going on in the marketplace, so this unit was not special by any means in how we priced itNot knowing the emails going back and forth, because we have many going at any given time during a day, I priced it to what the marketplace was bringing at the time, $32,495, which was an increase from $31,I not only drop prices, but also increase prices due to market conditionsThis was one of themThe price stayed between, $32,and $32,from March 12th through the day Mr [redacted] purchased his Tacoma.The day Mr [redacted] came to our store to purchase the Tacoma, he was here for almost hours, much of it due to negotiating the price of his trade and “out the door” pricingNot once was the price of $31,mentioned while negotiating with our sales manager, [redacted] As a matter of fact, the number Mr [redacted] was worried at the end was the “out the door” priceHe wanted to be at $30,“OTD”He left at $30,The sale price was $32,Not sure why he is having such a time with the numbers considering he negotiated with our staff for almost 2-hours on the day of purchase, never mentioning the sale priceNow he says we charged him $32,995, which the Buyer’s Order shows $32,349, $less than our internet price.Yes, Mr [redacted] contacted us multiple times after he purchased his truck concerning the price, but his claim is no where in black and whiteThere never was “I’ll send you a deposit to hold the vehicle, or I’ll buy the vehicle at the negotiated price” in his emails, or even a $32,sales priceI will attach another set of documents showing the pricing Mr [redacted] signed and agreed to on March 29, 2018.As for the verbal insults from our staff and myself, not once did our staff verbally insult him or curse himI though did use one profane word after I was verbally berated by Mr [redacted] , and I apologize with a follow call within minutes of ending our callI never use profanity when talking to customers, but with Mr [redacted] tone and level of speaking to me, I broke, and I am sorry for my language or word at the time.We feel we negotiated in good faith a fair deal with Mr [redacted] , we’re just not sure what happened after he leftBefore he left, he wrote some wonderful comments about our staff, which I have attached also.In closing, we are truly sorry Mr [redacted] feels the way he does towards our store, but we did everything he asked of us, so he could purchase his new TacomaThis is all shown in the additional documents attachedRespectfully submitted,Eric WObaugh

I have reviewed the response made by the business in reference to complaint ID [redacted] , and after speaking with the owner Mr Obaugh, the business has agreed to help pay the cost to repair the motor, with this being done I find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I am still waiting on $ credit for an online offer that they had if you inquired about a vehicle onlineYou got a $of free accessories for the truckI have emailed the salesperson today to see if the stuff has come in as we still have not gotten it yetSo, I am still waiting on that from them

Once again, I respectfully disagree with [redacted] , as stated previously to the Revdex.com and his legal counselWe corrected multiple issues he had created with improper aftermarket installation by himself and the company who installed his remote startHe never requested while his vehicle was in our shop that he wanted the old parts backHe signed that he received everything he requested and went on his wayHe requested the defective parts well past a reasonable time for us to retain them for himAs for keeping parts, that was for GM, not customer pay partsIf a customer does not request them at the beginning or during repair, we discard them as we do not have storage for old used partsI am sorry for [redacted] , but there is nothing more we could have done for himWe performed everything he requested and he agreed we did by signing off when he picked his vehicle upRespectfully, Eric WObaugh

The [redacted] purchased their travel trailer from us in the spring of It is a Keystone Sprinter and was purchased "As-Is" from our RV Center.We have three documented visits to our storeIn those three visits and through our used inspection there is no mention of wood or water damage on our documentationLet me also mention this unit was 7-years old at time of purchase and a little over two years has passed since then with no documentation of a water leak and only one mention to the awning in our system since purchase.The first visit to our service center was June 2015, it was to have a weight distribution hitch and brake controller installed (must have been part of deal, there was no charge), no mention of awning or wood or water leak/damageNext in August 2015, we replaced a failed vent in the camper, a gray water valve, and a black water monitorOne or all of these replacements could have been a cause of the odor they had smelledWe also removed the awning and properly reinstalled, no mention of the awning arm being off of the trailerWe also refilled their LP tanks and performed a Virginia State InspectionNo charge for any of these repairs or servicesThe travel trailer was brought in to be winterized in November 2015, no mention of the awning or water leaks/damageThe fourth and last time until the end of this summer was August This time the awning needed to be reattached (not sure why), the hot water needed some attention (a fuse was replaced), found battery cables were installed incorrectly (corrected), performed a VA state inspection, and lastly, installed a customer supplied electric tongue jackTotal paid on this visit, $18.51.We currently have the [redacted] RV in our shopWe started off with an estimate for $1,to reattach awning and repair the wood in the right rear of the trailer, located behind the right rear tires to the back of the trailerThe awning attaches behind the right tiresAs we have been investigating, we have found more damage that is causing the estimate to rise, because there are areas we think may be affected, but we currently cannot visually put an eye onYes, the repair could possibly to reach $6,000, as the unseen may be less or may be at the $6,estimate, and by no means do we want to be any where close to that numberThe floor/wood damage seems to be coming in at the right rear tires where water is being thrown back up against the underbellyThis could possibly lead hidden damage towards the refrigerator of the trailer.I take issue with Mrs [redacted] comments as we put the awning in backwards due to "our incompetency"I believe she may have forgotten it didn't work properly two years, and we had to fix it correctlyBy our documentation, the RV has not returned until now, over two years laterI'm sure they used it in the past two years and if it was not properly installed it would have been back well before now to repair itWe also don't know how it's been treated or how it's been storedNext, not sure about the wiring on the slides and shorting out fuses, that was never documented either, and we only show one fuse being replaced and that was for the water heaterWe are sorry she perceives us to have poor service, to be incompetent, and the other derogatory comments she said about us in this claim and on social media, but all we are doing is trying to diagnose and fix their RV, that is 9-years oldHow we can be expected to pay for all, half, or any of this repair is beyond us, since it has only been in store for an awning or wood damage once, and that was over two years agoToday, it has some major issues, and they need to be addressed soon, unfortunately they are going to be expensiveSorry we had to be the bearer of bad news, but we believe in the truth, and nothing but the truthRespectfully, Eric WObaugh

I was very clear with my response to the Revdex.com that the [redacted] have only been in our store three documented visits, as the reason Mrs [redacted] could only send in three repair ordersI was very clear in all three incidents as to what happened and what it costWe can all refer back to my response on Oct18, 2017, to refresh what has happened over the past two yearsI am sorry Mrs [redacted] does not find that acceptable, but we have paid a lot of money out over their three visits in over two years to fix concerns that we didn't have to doThis is a used unit, not a new Jayco productThe RV was bought "AS-IS" and we fixed the items the [redacted] brought to our attention that we did not have to repairI believe we have answered all claims in this matter and have gone well above and beyond in helping them on an RV that was bought used and "AS-IS" over two years agoI am sorry that the RV took on a water leak, but it has nothing to do with what we have done in the pastIt is years old, and units that are years old are going to have issues of some level.Due the drawn out time of this matter, we are asking the [redacted] to either accept our estimate or please pick up their unit as we need the room to bring in other customer's RVs to service during the winter seasonPlus, we are getting ready to start a rather large construction project and do not have the space to keep units for long continued periods of time.Respectfully,Eric Obaugh

I appreciate Mr*** bringing our advertisement into question Our advertisement is true to what it says, make $2,a month and have $down, we'll get you doneWell, what Mr*** failed to explain in his comments was he was trying to trade in a vehicle that has been charged off by
his past creditor and owes somewhere in the neighborhood of $5,on that vehicleHe may have $down and make $2,a month, but he is still carrying $4,negative equity on his side of the deal and has a current charge off on his credit history A customer needs "$of positive equity", and make $2,a month, periodHe could only produce oneWe are in the business of selling vehicles, and we would love to sell him a vehicle, but his issues are something we cannot control, negative equity and terrible creditSo no, we will not be able to do what he wants at this time, but if he gets some positive equity and works on his credit we'll definitely take care of him.Thanks and sorry,Eric Obaugh

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to
perform this action and, if it does, will consider this complaint resolved.***, the service manager, profusely apologized for overlooking the email on which he was copiedHe offered a credit to my account with them for the amount I paid for my new tires through the other dealershipI acceptedI explained that my issue was not so much with the service department as it was with the salesman who handled the sale of my car and outright lied to meI requested that Charlie O'Baugh be informed of the situation and that *** *** be held accountable for his actionsI am grateful that *** took care of the situation.
Regards,
*** ***

In response to Ms***'s complaint, we respectfully disagreeOur advertising does say what she stated and we did arrange financing on a vehicleThe only problem was we sold the vehicle three days after we told her we arranged financing on a vehicleAt this point, she must not have been as
motivated as she was after we sold the vehicleWe then informed her we would need to work on another vehicleMs*** contacted me Monday, and expressed her displeasure of our staff and wanted me to make sure we could arrange a vehicle and financing if she made the trip from *** Monday eveningI had no idea of her dire credit situation as she presented herself to me in a different lightI talked to our general manager and to get her he stated a co-signer would be her best routeYes, no one got back with her, because we had not found a vehicle and financing to give her a call backAs for the vehicle being on the website, it does take a few days for a deal to flow through our computer system to remove it from our websiteWe understand people have credit, issues, that's why we arrange financing for individuals like her everyday, we just need patience from the customer sometimesI am sure we could arrange another deal for Ms***, if she just had a co-signer or a little patienceIn the end, we should have not told her over the phone we had gotten her approvedWe should have arranged an appointment to discuss her situation furtherWe are truly sorry for Ms***'s feelings in this situation, but we did live up to what we advertise, unlike what she is portrayingWe were working for her, but with her credit situation it takes time and sometimes different variables need to be considered like a co-signerIn the end, we do live up to our word.Respectfully,*** ***

I have reviewed the response offer 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
Regards,
*** ***In response to Eric Obaugh's rebuttal I am submitting documentation of advertisements, emails, and texts between the dealership and myself that NEVER showed or talked about the price of the vehicle listed above $31,995. Also the price they gave me on my trade in was just over $4,800 which shows on the contract as $instead because they subtracted the other $plus from the total price of the $32,price that they bumped it up too. That's how they came to the $32,sale price of the vehicle on the contract. At NO time was I ever made aware that the price of the vehicle was increased by $1, The bottom number that they refer too was the number that we agreed to with the understanding that the vehicle was being sold to me at the $31,price. I wanted the out the door price of under $30,but they said that was the closest they could get because of taxes, fees, and the other additional fees included in the transaction. They never showed me any numbers until we sat down to sign all the paperwork after being there for hours. They knew I had driven over hours to get there and kept me there for hours with the knowledge of knowing that I had a hour drive still ahead of me. They used time pressure and mislead me on so many different accounts. They lured me there telling me that the vehicle was "fully loaded" which is not true and was noted by me upon arrival and looking at the vehicle package. They also had a "sold" sign on the vehicle with my name highlighted on it in the front windshield upon my arrival. Again, another sales tactic used by them. As stated in my complaint I was also told that the 2nd key and fob (remote) would be sent to me the following day by overnight mail and that I would receive the title within a few days...neither of which I have seen yet. When I contacted them about these items this week they said I will get them when they get them and would not reply to my emails asking them why there was a hold up. They've had this vehicle on their lot since Oct and tried to sell it at auction with negative results as stated in Mr Obaugh's response to you, so why would they increase the price of the vehicle if they were having a hard time selling it. *** did tell me it went to auction and he also told me someone else had it on a day test drive and it was returned. He states that the vehicle was brought back from auction because I expressed interest in it but yet he goes on to say that I never said I would buy it or put any type of deposit on it. It's contradicting information because they did not bring it back on my account. When I first asked *** about the price difference the next day via a phone call he said he would talk to the sales manager "***" and get back with me. I called later that day because I never heard back from them and spoke with *** who said he had no knowledge of me calling. He then told me he would check into it and call me back. Shortly thereafter is when I received the call from Eric who was very blunt and abrasive with me from the get go of the conversation and said that I should have noticed the price on the contract when I signed it. I tried to explain why there may have been an error and he raised his voice and would not let me speak or listen to me. He then continued on with his verbal assault and when he started cursing at me I asked him did he really just say those things to me? He responded yes he did as he continued to yell and then abruptly hung up on me. He then tried to call back which I refused to answer after his verbal assault and he left a voicemail apologizing which I still have saved. How does a business conduct itself in such a manner. I am individual, consumer that buys a vehicle every 5-years. They are a business that conducts vehicle sales daily and clearly used evasive tactics to take advantage of me as a unassuming customer/consumer They also cashed my check of $30,immediately so there would be no recourse for me to take. I asked that they just take their vehicle back, give me my money and trade in back and be done with this whole matter but Eric said the deal is done and said they have kept their end off the deal up so I need to keep mine. As I said before, I did pay in full and still have not received the title and key/fob so they have not kept their end of the deal up. That and they charged me an Extra $1000. Please read through the emails that Eric included in his attachments and you will see that the price of the vehicle had never changed...as my attachments show as well. I also have text messages and voice mails that I would like to submit but not sure how to do on this forum. Please contact me if you need additional information. Thank you

I called the dealership yesterday and they will be mailing the $worth of items out todayAlso, will be sending the other key to the truck that was not sent to us previously

I once again respectfully disagree with Mr***'s statementI have stated our case previously, but would like to reiterate a few thingsMr*** never agreed to buying the vehicle before it was at the auction, nor did he after it came back from the auctionMr*** never put a deposit down on the vehicle to hold it at an agreed upon priceLast, prices go up and down on vehicles due to the current market conditions that change on a daily basis as they did in this case.Mr*** had many opportunities to walk away from this deal, he negotiated for over three hoursAfter negotiations, he was fully disclosed all of the information on the deal with our business managerSo, I'm not sure where Mr*** thought he was misled. Respectfully submitted, Eric WObaugh

After reviewing Mr*** complaint, then his deal in CRM system from three months ago, I have to respectively disagree to his concernsOne, we did what we say we are going to do in our radio ads and that is to help someone out of their problem vehicle into a new one or help someone find a new
vehicle regardless of credit, but they need to have a job making at least $2,(that's a bank requirement) and $down (which means at least $of EQUITY)We got Mr*** approved on a couple of vehicles, unfortunately not the exact one he wantedIt happens everyday, when a customer comes in and cannot afford or obtain financing on the vehicle they are interesting in, but leave in a different vehicle that still fits their needsthat's what happen in Mr*** case.Secondly, we do not by any means excessively run one's credit or try to damage one's creditWhen a customer, as in this case would be Mr***, submits a credit application it allows us to run his/her credit and find a financial institution that would give him/her the best dealThe credit application states we will be able to run his/her credit and send it to the banks that will fit the dealIn Mr*** case it appears we looked at a couple of vehicles, which would lead to a few more inquiriesWe ran his credit once, and the banks ran his credit on each deal we sent inWe are sorry, if it seems to be an excessive amount of inquiries, but when looking at a couple of vehicles this can happen when one has marginal credit to begin with as in Mr*** case In closing, we cannot remove the inquiries Mr.*** approved by submitting his application to our store. Respectfully submitted, Eric W Obaugh

I have reviewed the response offer 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
Regards,
*** *** 1.While I can appreciate their response, I do dispute some of what they sayI did not lose motivation after the other vehicle was soldI sent an email with all of the other cars I was interested that were on their lotThat's when I never heard back from anyoneI did tell the Internet manager of my "dire credit situation"I'm sure I did not use the word direI said it was bad due to a job loss in I also said I was trying to get on my feet again with a good job, good references etcHe said they would try hard to put me in a carI also said from the very beginning that I wanted to set up financing before I came over to look at cars-that I did not want to waste their time or my time if I couldn't get financingThey said ok. The co signer issue is the main problemYes, they did say I would need a cosigner which was fine with meI expected that , had no problem and said I could find someone to co sign for meBut no, that did not suit themThe sales manager said a co signer had to be a FAMILY member and live in the same housewowReally? I called several car finance managers at dealerships here to see if that was an industry standard-that a co signer has to be a family memberEvery response was noIn fact, they actually laughed at something so ridiculousI asked one guy if he thought that maybe I needed a husband to co sign for the little ladyI live alone, my family is in *** and no I'm not going to ask my brother to co sign for me from ***They stopped working with me the minute someone decided that I could not have financing through themI wasted week waiting around for them to respond to me.I am glad they do admit they should not have given me an "approval"I think in the future they should not be so quick to do that ESPECIALLY if the customer tells them up front that her credit is badAnd for the record, I have bought cars within an hourI have never waited around for sales people to get back to me after I send them a list of cars I liked-and the prices of those cars were the same price or lower than the original vehicle I liked that they sold. I resent being told that I "just need patience"Very condescending on their partI think a week was way longer than it needed to take

I have reviewed the response offer 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
I will not have any problem finding a new place to have my vehicle serviced because Charlie Obaugh gave me no service at allTheir quality that they claim to provide is awfulI was *** over by this company while trying to have my vehicle serviced thereThis complaint shows how they will scam their customers out of money for repairsI paid $to have my vehicle repaired only to find out that a "massive coincidence" happened and it would be another $to fix my problem that was there in the first placeI would advise any one who is thinking about having their vehicle serviced here to think twice and choose a place that instead is honest, will provide you with customer service and actually fix your vehicle I will never make this mistake again
Regards,
*** ***

In response to Mrs***' complaint, we have to disagree with most of her statementThe one item we do agree with is we agrreed to deliver them their new purchase at pm and came up shortWe have apologized over and over for the extended delayWe even offer mulitple times to put their tags back
on their trade and void the dealAs a ma tter of fact, our salesperson actually put them back on at one pointAs for her allegations concerning the deal on paying half of the fifth wheel and installation, we did this through discounting the original sales price by $1,It can all be shown through the paperwork of the dealWe have provided this to Mrs*** and her husband via emailSo we did pay for half of the hitch as they paid for half tooThey just gave an extra $1,towards the deal that they did not intend to by my conversation with Mr***., but that can be shown also in the cash down line on the Buyer's OrderThe deal and all monies are accounted for and are correct. The ***s took their truck to look over the hitch installation once they returned from their trip and the shop found their were a couple of issues with the installationWe paid for the corrections through reimbursement to the ***sWe also reimbursed them for the RV site nightly fee for the night they missed and also reimbursed them for a tank of fuelWe own an RV Center in ***, so I called them and asked what the rate would be at their best calculation for *** *** and they came up with $75-$80, I gave $towards the feeAs for the fuel calculation, all I had to do is take the tank size of a DRW, gallons, walk outside and look at the fuel sign at the station next to our storeAt the time diesel fuel was running $2.79, I calculated $for safe measureSo if I missed, let me know, but I bet I am very close to the number for both.As for cost of the fifth wheel, it cost $2,as agreed upon by both parties.We as an organization always want to want to live up to the expectations to our customersI believe on this deal we set the expectations too high for anyone to obtainWe are truly sorry for the delay on the installation of the fifth wheel and hope the ***'s enjoy their new truck.Eric Obaugh

I have reviewed the response offer 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.There was only one crack in the dash prior to the car being worked on in which I did admit toWe were first told that it would be fix, at no cost to usThen their story kept changing from finding one and then wanting us to pay for halfEveryone wanted to keep telling us that our car is old and what do you suspect to happen on a car that is years oldWhat we expected was our car to be treated like it was a new oneWe were told that the dash would be fixed at first at no cost to usThat is what we wantWe are not out to look for money, but to have the dash fixed where they broke itWhen my husband spoke to ***, *** asked him how the problem could be solved if we didn't want to pay for halfMy husband did tell him, just give us the $and we will call it evenHis plan was to find a dash and put it in himself. *** told him we can probably do thatMy husband told him we would be up after workWhen we arrivedWe were greeted with attitude and then told that the price had changed and that the only thing they would do was pay for half and pay for the labor. It seems like we are being punished because who ever the repair man was did not take his timeMy car was in good conditionNo with all of this areas on the dash to are broke in two it is in poor condition which will effect the trade in value when we decide to trade in.We just want the dash fixed
Regards,
*** ***

I have reviewed the response offer 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.I have attached some receipts. I could only attach items so I chose the more detailed receipts. I do not understand what MrObaugh was saying about the years since we have been to their business several times. I attached the receipts about how the awning was placed backwards and had to be reinstalled properly. Also, where they checked the wires hanging down and did not reattach them properly, causing the fuses to blow. We have not talked with MrEObaugh and are not sure of what he has been told but, he has been misinformed. We have been there several times and had several "re fixes" of what they "fixed." We were even told by his current manager that the damages they found causing the price to go up was damage that was existing even before we purchased the camper from them. Their own employee explained this to my husband. We just want our camper fixed properly. We feel the backwards placement of the awning caused damage which allowed for the awning arm to pull away with the siding (a total of times) which then allowed water to leak in each time, causing the floor to wick in the water, thus causing the bathroom flooring to be damaged. Now, we are told by the manager there is even more damage that was pre existing prior to our purchase. We were told very specifically by the gentleman who sold this camper to us that it was a "sound camper" with "no water damage." I asked very specifically due to the smell in the bathroom. He said it was because of the camper sitting for a time. I continued to report the smell, and yes, they did replace some valves and such with the drains. This did not help and we found that the problem was someone put a plyboard on top of water damaged flooring and it rotted from the bottom up. I feel this is not good business and we just want our camper fixed properly. Regards,
*** ***