Revdex.com: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 conversations continue towards a settlement and a settlement is reached by the end of December
Northwest Motorsport does not like being in the difficult position of responding to a customer complaint This is because we value our customers above everything else We do far more than any other dealership in helping customers make an informed decision before their purchase, as well as helping after the purchase even when we are not obligated to do so For example, all of our vehicles are viewable online, along with a downloadable Carfax This allows the customer to be in the best position possible before they set foot in one of our properties to purchase a vehicle This is true with the vehicle Mr [redacted] purchased Further, our Pasco location also gets a lot of customers from Oregon given its proximity to the border For that reason, our practice is to develop good rapport with the customer before they make the long haul to our location The goal is to make sure that customers like Mr [redacted] do not get in the car and drive for hours, only to arrive at our location and feel unnecessarily rushed For these reasons and more, we respectfully reject Mr***’s claims that we applied “forceful” tactics during the process, especially with respect to the purchase of a service contract (which is sometimes referred to within the industry as a “warranty”) We certainly do our best to make our customers feel comfortable with the process, and go out of our way to create a positive customer experience We have comfortable facilities, and let the customers know that they can request a copy of the vehicle pre-sale safety inspection - this vehicle passed its pre-sale safety inspection, and the issues raised by Mr [redacted] would have been caught had they been an issue before the sale We also tell the customers that they can have vehicles inspected by an outside party if they’d like After all, selling used cars is an imperfect science We do our very best to make sure that the cars we sell are in good working order, and give our customers the opportunity to get a second opinion if that would help them make an informed decision This is certainly true with Mr***’s transaction Because selling used cars is an imperfect science across the industry (not just with Northwest Motorsport), companies offer service contracts in case something pops up after the sale Mr [redacted] purchased a service contract (again, without “forceful” tactics), and his vehicle experienced some issues some time after he left the dealership He then contacted us What transpired thereafter looks like miscommunication between the parties, which we regret if there was anything we could have done to avoid the miscommunication We try to explain what happened here, and, in doing so, we respectfully reject claims about improper actions by our employees Instead, and consistent with our goal of providing the best customer service possible, our employees went out of their way to try and help Mr*** Once Mr [redacted] contacted us about his concerns, there were several rounds of communication Jesus A [redacted] , for example, told the customer that all of his complaints were covered under his service contract Meaning, the repairs could be done at no out-of-pocket expenses We understood that the customer wanted to hold off cancelling the service contract so that he could perform the repairs himself, to which MrA [redacted] suggested that, if Mr [redacted] sent us the receipts, we could help send those to the service contract company for reimbursement, after which we would then assist with canceling the service contract This is because it made no sense to either party cancel the service contract when the costs for repair would be reimbursed MrA [redacted] also stated that, if there were an issue with reimbursement, Northwest Motorsport would help defray those costs We understood that Mr [redacted] agreed with this approach, and thanked us for our help But, unfortunately, Mr [redacted] did not follow through with sending us his receipts, so no action was taken Stated differently, as we understood it, the service contract could have been cancelled earlier if Mr [redacted] sent us the materials when requested, or, alternatively, if he rejected our offers to help and directed us to have the service contract cancelled at the time Since neither of these happened, we (understandably) did not cancel the service contract for one of our customers We regret that Mr [redacted] believes that he has received poor customer service Again, there is nothing we value more than our customers, so this complaint cuts right to the heart of who we are as a company We invite Mr [redacted] to contact us directly We value his input, and regret that he believes that he has been wronged We hope he is well, and that he contacts us if we can be of any future service.Respectfully,Jon M [redacted]
To whom it may concern: Northwest Motorsport does not like being in the difficult position of responding to a customer complaint This is because we value our customers above everything ese We expend an enormous amount of resources—time and money—to deliver the best customer experience possible For example, all of our vehicles come with a CarFax In fact, the CarFax is available for download long before the purchase; it is viewable on our website free of charge We also allow all of our customers to test drive our vehicles, and to have the vehicle inspected at an independent service shop if they want a second opinion about the fitness of the vehicle This is true for Mr [redacted] ’s purchaseWe also have a very transparent process when the customer signs the purchasing paperwork The customer may take all the time they need to read the documents they are signing Among them are documents which talk about the car being sold “As-Is,” and that there are no guarantees about the vehicle This is because, like the customer, we are somewhat at the mercy of the previous owner, and even the manufacturer So, while wo go through tremendous lengths to look the car over to ensure that it meets our standards, a used car could be hiding something that no one sees or can guard against For this reason, we sell service contracts which help in a good number of instances, and we expend enormous amounts of money after the sale to help in a good number of circumstances For example, we have a fully-functional Customer Care Center which has one goal: to help the customer when they have an issue or a concern after the sale The Customer Care Center then takes that issue or concern, sees what it can do to help, and treats the customer with respect regardless of whether we can fix the problem at no cost, or whether we are in one of those tough situations where we cannot fix the vehicle But, even then, we are often able to help in some way since a happy customer is a repeat customer Unfortunately, we have no record of Mr [redacted] contacting our Customer Care Center Had he been connected with them, I am confident we would have avoided this complaintWe also have no record of this customer contacting Moe, although Moe is no longer an employee I then checked with Moe’s manager, Andy P***, who said that Moe never came to him with a complaint or a concern from this customer Had MrP [redacted] heard about hoses being glued on, he would have taken care of this immediately MrP [redacted] has reached out to the customer since receiving this complaint, and will try to resolve the issue because this is just so surprising to usWe do have some records, though After the sale, Mr [redacted] made use of our great customer service and came to us with a question he was having The vehicle had already gone through a full pre-sale inspection, but we invited Mr [redacted] to bring the car back He did, and we expended $to fix the issue back in January (Invoice attached Note that the work was performed by an outside entity, Seattle Tires.) Mr [redacted] was not charged anything for this work, although most dealerships probably would have demanded money from the customer given the notifications signed by the customer during the purchase/sale transaction But, we paid that money because we value our customers Our employee, Mike A [redacted] , states that the customer was happy, and never came back to our dealership with any other issues or complaints; the customer had our employee’s cell number and business card MrA [redacted] therefore denies that Northwest Motorsport blew the customer off MrA [redacted] also notes that, as part of the safety check for this vehicle, it is very unlikely that the new complaint existed at the time Things can be missed, to be sure But this does not seem like one of those items that could be missed during our routine processWe hope that Mr [redacted] responds to MrP***’s phone call, and that we earn his business again and again We value our customers, and will not begrudge Mr [redacted] for contacting the Revdex.com We wish him and his families the best during the holiday seasonRespectfully, Jon M [redacted]
We are more than happy to help Ms [redacted] understand her contract with PRcoAs she states in her response, we have provided her the relevant sections for her claim with PRcoIn her response, she references Item under Section A “Definitions” as a reasoning that her GAP protection is invalidUnfortunately, this is a misunderstanding of the language which we are more than willing to clarify The specific item Ms [redacted] refers to is Subitem H, under Item 12, Section A “Definitions”Item defines the “Outstanding Balance” and how it is reduced: “the monetary amount, in U.Scurrency, required to pay off Your Finance Contract balance as of the Date of LossThe Outstanding Balance shall be reduced by[ ]” (seen in Attachment 1)The Subitem to which she refers states that the Outstanding Balance shall be reduced by “the percentage derived from: the amount, on the effective date of this Waiver, that exceeds the Maximum Allowable Amount Financed, divided by the total amount financed.” The means that the Outstanding Balance will be reduced by the percentage which the Maximum Allowable Amount exceeds the total amount financedIn Ms [redacted] ’s case, the Maximum Allowable Amount Financed did not exceed the total amount financedAgain, the Maximum Allowable Amount is limited to 150% of NADA Retail Value; Ms [redacted] ’s Amount Financed was 147.8% ($20,divided by $13,563.00), meaning it did not exceed the 150% and thus there is zero reduction percentageBecause Subitem H only is affected by percentages that go over 150%, this Subitem does not have any affect Ms [redacted] ’s GAP protection amount Importantly, Ms [redacted] needs to bring this to the attention of PRco, as PRco is the contract holder and is solely responsible for upholding their contract with Ms [redacted] We deeply encourage Ms [redacted] to contact them and demand what she is owedWe are very sympathetic to Ms [redacted] ’s situation; however, as we previously stated, this complaint is something that solely PRco can resolve, and Ms [redacted] needs to raise the issue with them
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and he assured me the money would be refunded to my loan providerI await his compliance.Sincerely, [redacted]
Complaint: I am rejecting this response because: first and foremost it was not a few days when I contacted the business that’s a flat out lieI contacted the business the very next morning and spoke with MrSam V [redacted] I told MrV [redacted] I was very dissatisfied and told him out right that the vehicle that he SWORE had what I emphatically requested over the phone prior to visiting the dealership, repeatedly reintegrated once arriving to the dealership as the #feature that was important to me even above higher mileage and I was repeated assured would be no problem attainingI was very clear regarding my wants and needs as it related to vehicle optionsI will not regurgitate my complaint because I was very clear and honest regarding my experience with this dealership but I will say again, I contacted Sam the very next morning and was told “I’m sorry and I’ll get this fixed no problem, we want our customers satisfied, I’ll take care of you don’t worry let me talk with my manager but give me a couple of days I got you.” Three days passed and I called again and calls were made to what appeared to be his cell phone and again was told “ I got you I’m gonna get you fixed up, don’t worry I’m just wait for my manager to get back to me and I’ll call you back I have your number, I won’t forget about you and don’t forget send me in some referrals and you can make $per personSam then told me how his mother made hundreds just sending in referrals and people get vehiclesI at this point grew very tired of the sales pitch and decided to contact Days later as I was giving him the benefit of the doubt yet growing increasingly annoyedOnce I contacted mrV [redacted] again he told me that he wasn’t working and was at a wedding and he would call me the next dayThe next late afternoon I called the dealership main number since at this point he chose to ignore my calls and voicemails left in the morning on his cell and asked for the Manager the guy who answered the phone asked if there was something he could do surprisingly it was MrJames V [redacted] and he asked me what’s going on and how was I liking the carI told him that I realized the next morning after taking ownership that it was not what Sam told me, meaning no Bluetooth or navigation and I have been giving to brush off (that’s how I felt I told him) from his brother who kept assuring me he was working it out with his manager and I’ve been patient enough and this was ridiculous at this point I then requested his Manager’s name and direct numberAt this point James said listen tanya, our manager has been very busy my brother is not here right now but I’ll tell you what, let me get with the Manager myself and I promise I’ll get this resolvedI said Sam mentioned to me to look on the website see if there was anything I liked within the financed amount yet Days are going by and no resultsI said listen to me I’m patient but I have enough on my plate with dr.s times a week I should be focused on my recovery not raising my blood pressure with this situation if your brother couldn’t get me what we asked for than he should have just been honest and said that up front this vehicle was misrepresented period! He said calm down, I told him after being there for hours and thanking for what appeared to be hard work getting financing I began to really be in painAs I told you sitting in the chair my meds are wearing off at that point we did test drive vehicles the movements was only mak(N [redacted] my pain increase I stated that we can’t be much longer or we’ll have to leave to get me homeYou remember that, he said I know just calm down I told I’ll take care of youAll I noticed was a screen in the vehicle I did not try to use it I figured I’ll set everything up once I get home take my meds and rest but I was VERY CLEAR TO BOTH Sam and James what I was looking forAs I stated in my complaint once I told James we’re gonna have to go he said let me check with my brother (who was in the office across from the desk I was sitting at) than James came out of that office along with Sam who stated we got financingI told Sam thanks and we have to speed this process up no disrespect I’m having a lot of pain after 1/hours my pain returned he said I understand and he sped through the documents told us how great it was and how happy I would be it has everything I wanted (in between the sign here initial here)I was so grateful the process was closing as I truly was doing everything possible not to drop tears I mean I was just over a week from a rear ending from a driver speeding in the rain that sent me to the local hospital and totaled my carI came into the dealership with a cane and did explain why my son and I were there before and after arrivingThe bottom line of the story is I won’t take away from the apparent efforts to get the financing done and I won’t deny the hospitality but if Sam was not able to get the type of vehicle with the (ONLY) request I asked for than the honest action would be to say that and give me the option to choose to go with what he said was the only vehicle we could get with the financing and down payment we had out of the options test driven by my son (I was too sore to drive at that moment) there was plenty of time to tell me that we were almost 20-minutes waiting for James to find my driver license he misplaced so there was adequate timeMy right to choose was taken from me and I stand by thatHad it been me and a customer requested ONLY MANDATORY feature before they came to me and once at my location I would make it my business to let them know I couldn’t but tried very hard and given them the option to purchase without the feature or walk especially watching them slowly become very preoccupied with pain it’s just simple compassionI trusted him to provide what was asked for without verifying his honesty regarding the vehicleThere was none of the feature set I asked for, front tires practically completely bald, lots of interior surface dirt(my son promised to clean) passenger window button doesn’t roll the window down either but again the MOST IMPORTANT issue is my right to choose was stolen from meMy experience was like many that I’ve found on several websites once I realized the attitude was “OF WELL YOU SIGNED OFF ON IT BYE)! Including the Manager (Dominic) whom I did finally get a hold of after James brushed me off much like his brother(neither called back as promised nor answered my calls) I politely told him I was sold a vehicle which under pretenses and totally misrepresentedI explained what I meant by that and he proceeded to tell me his credit was bad and he only qualified for a Prius at 7ft 4in tall and laughed (I found none of it funny) after a few months he stated that he traded it in for something better which he suggested I doI told how important that request was really a deal breaker for me than came his story about going to car toys and paying or $to have a system put in and told me the same thing Sam said which was “we work with *** [redacted] all the time” (only Sam claimed he would look into adding Bluetooth to the system yet another lie) listen you add to or upgrade the system at car toys and in like months you bring it back it’s only going to increase the vehicle value trade it in your credit is better than I can get you what you wantI was both shocked and angered that was his solution as a manager when my complaint is the vehicle was misrepresentedI told him about the tires and his solution to that was as I stated that he’s will to split the cost for what I described as unsafe tires at that point I knew that I experienced the very thing millions of consumers feel regarding used car salesman and their lack of honesty and integrity amongst other things I’m too Christian to mention hereAll I wanted was a fair resolution either a swap out like Sam mentioned, Bluetooth hands free added again as Sam mentioned or my money back as I MENTIONED!! This company claims to care and go above and beyond for their customers than honesty and integrity goes along way all of the empty promises or flat out pacifying lies, ignoring follow up calls and ignoring my complaint (management) is totally unacceptableRefunding would not have bankrupted the company nor following up on the promises made by their staff even if their staff was misinformed because all they looked like now is a group of unscrupulous and disreputable individualsThis was completely avoidable and the end result over shadowed any appearance good natured professionalism while I had contact with their businessMy blood pressure has been raised many times as a result of this experience all the while I’m trying to heal and focus on my medical care and move forward with my lifeI’m a fair and decent person and for the record I was never given a number to send photos of the tires Dominic claimed he had customers to meet with and I completely and rudely I admit disconnected the callI will not be taken advantage of what happened to me was not fair and I say for the last time was easily resolved I wasn’t asking for the moon nor being unreasonableWhen they claim to go above and beyond to their best for their customers is that before or after money exchanges hands because according to the many reports circulated online from those whose had experiences like mine or worst customer focus is not like this! If they can’t provide what I came to purchase based on my status and down payment please just return my money like I tried to resolve hours after purchase that won’t bankrupt you I’m sure!! Your staff that I had any contact with could not pass a lie detector test sam knows all the things he told and promised me and your manager knows how he shaded me if this has to go further and lie detector was given only I would pass and that’s a factAnd in closing I don’t hold this against them either I got my very first time in my life at almost a lesson in the disreputable world of used car lots Sincerely, *** *** [redacted]
We have received and had opportunity to review Mr [redacted] ***’ complaintNorthwest Motorsport will be refunding Mr***’ $and will notify him when the refund has been executedIf Mr [redacted] has any additional questions, we encourage him to reach out to Northwest Motorsport at [email protected] and we will be more than happy to assist him
We have received and had opportunity to review Mr [redacted] ***’s complaintAs stated in the complaint, Mr [redacted] visited Northwest Motorsport on October 21st, and purchased his vehicle, a Jeep Grand Cherokee with 57,miles on itAt the time of sale, the vehicle was represented as having no accidents as verified by [redacted] , a leading vehicle history reporting service used industry-wide to provide customers and dealers with information on a vehicle’s historyAt that time and since, the sales manager Mr [redacted] spoke with has had no knowledge of an accident on the vehicle, and would not have represented as having no accidents if he did have any knowledgeEven now, the only accident listed on the [redacted] occurred after Mr [redacted] purchased his vehicle (February 14th, 2017, as seen in the [redacted] in Attachment 1, Page 4)While we are sympathetic to Mr***’s circumstances, at this time there is little more that Northwest Motorsport can do for himWe have offered to work with him to get into another vehicle, which he has yet to doOur offer to work with him to trade his vehicle out remainsThat said, it is unfair to make claims of fraud or claims that Northwest Motorsport has made mistakes hereThe vehicle was represented to Mr [redacted] as having no accidents because, to the best of the sales manager’s knowledge and resources at the time, there was no accidents on the vehicle (the [redacted] then and now still verifies this)Mr [redacted] purchased a used vehicle “as is”, “without warranty”, and “with all faults”, and signed agreements and disclosures that acknowledges theseThis includes the merchantability of the vehicle and any faults (including previous accidents)As such, the vehicle, its mechanical state, and its history are Mr***’s legal responsibilityAs stated, we are sympathetic with his situations and have offered to work with him to find a new vehicle; however, these complaints are unfounded and it is unfair to Northwest Motorsport to claim fraud was committed against Mr***Because of this, and because we are willing to work with Mr [redacted] to find a new vehicle, we ask that this complaint be closed
Revdex.com: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 conversations continue towards a settlement and a settlement is reached by the end of December
Northwest Motorsport does not like being in the difficult position of responding to a customer complaint This is because we value our customers above everything else We do far more than any other dealership in helping customers make an informed decision before their purchase, as well as helping after the purchase even when we are not obligated to do so For example, all of our vehicles are viewable online, along with a downloadable Carfax This allows the customer to be in the best position possible before they set foot in one of our properties to purchase a vehicle This is true with the vehicle Mr [redacted] purchased Further, our Pasco location also gets a lot of customers from Oregon given its proximity to the border For that reason, our practice is to develop good rapport with the customer before they make the long haul to our location The goal is to make sure that customers like Mr [redacted] do not get in the car and drive for hours, only to arrive at our location and feel unnecessarily rushed For these reasons and more, we respectfully reject Mr***’s claims that we applied “forceful” tactics during the process, especially with respect to the purchase of a service contract (which is sometimes referred to within the industry as a “warranty”) We certainly do our best to make our customers feel comfortable with the process, and go out of our way to create a positive customer experience We have comfortable facilities, and let the customers know that they can request a copy of the vehicle pre-sale safety inspection - this vehicle passed its pre-sale safety inspection, and the issues raised by Mr [redacted] would have been caught had they been an issue before the sale We also tell the customers that they can have vehicles inspected by an outside party if they’d like After all, selling used cars is an imperfect science We do our very best to make sure that the cars we sell are in good working order, and give our customers the opportunity to get a second opinion if that would help them make an informed decision This is certainly true with Mr***’s transaction Because selling used cars is an imperfect science across the industry (not just with Northwest Motorsport), companies offer service contracts in case something pops up after the sale Mr [redacted] purchased a service contract (again, without “forceful” tactics), and his vehicle experienced some issues some time after he left the dealership He then contacted us What transpired thereafter looks like miscommunication between the parties, which we regret if there was anything we could have done to avoid the miscommunication We try to explain what happened here, and, in doing so, we respectfully reject claims about improper actions by our employees Instead, and consistent with our goal of providing the best customer service possible, our employees went out of their way to try and help Mr*** Once Mr [redacted] contacted us about his concerns, there were several rounds of communication Jesus A [redacted] , for example, told the customer that all of his complaints were covered under his service contract Meaning, the repairs could be done at no out-of-pocket expenses We understood that the customer wanted to hold off cancelling the service contract so that he could perform the repairs himself, to which MrA [redacted] suggested that, if Mr [redacted] sent us the receipts, we could help send those to the service contract company for reimbursement, after which we would then assist with canceling the service contract This is because it made no sense to either party cancel the service contract when the costs for repair would be reimbursed MrA [redacted] also stated that, if there were an issue with reimbursement, Northwest Motorsport would help defray those costs We understood that Mr [redacted] agreed with this approach, and thanked us for our help But, unfortunately, Mr [redacted] did not follow through with sending us his receipts, so no action was taken Stated differently, as we understood it, the service contract could have been cancelled earlier if Mr [redacted] sent us the materials when requested, or, alternatively, if he rejected our offers to help and directed us to have the service contract cancelled at the time Since neither of these happened, we (understandably) did not cancel the service contract for one of our customers We regret that Mr [redacted] believes that he has received poor customer service Again, there is nothing we value more than our customers, so this complaint cuts right to the heart of who we are as a company We invite Mr [redacted] to contact us directly We value his input, and regret that he believes that he has been wronged We hope he is well, and that he contacts us if we can be of any future service.Respectfully,Jon M [redacted]
To whom it may concern: Northwest Motorsport does not like being in the difficult position of responding to a customer complaint This is because we value our customers above everything ese We expend an enormous amount of resources—time and money—to deliver the best customer experience possible For example, all of our vehicles come with a CarFax In fact, the CarFax is available for download long before the purchase; it is viewable on our website free of charge We also allow all of our customers to test drive our vehicles, and to have the vehicle inspected at an independent service shop if they want a second opinion about the fitness of the vehicle This is true for Mr [redacted] ’s purchaseWe also have a very transparent process when the customer signs the purchasing paperwork The customer may take all the time they need to read the documents they are signing Among them are documents which talk about the car being sold “As-Is,” and that there are no guarantees about the vehicle This is because, like the customer, we are somewhat at the mercy of the previous owner, and even the manufacturer So, while wo go through tremendous lengths to look the car over to ensure that it meets our standards, a used car could be hiding something that no one sees or can guard against For this reason, we sell service contracts which help in a good number of instances, and we expend enormous amounts of money after the sale to help in a good number of circumstances For example, we have a fully-functional Customer Care Center which has one goal: to help the customer when they have an issue or a concern after the sale The Customer Care Center then takes that issue or concern, sees what it can do to help, and treats the customer with respect regardless of whether we can fix the problem at no cost, or whether we are in one of those tough situations where we cannot fix the vehicle But, even then, we are often able to help in some way since a happy customer is a repeat customer Unfortunately, we have no record of Mr [redacted] contacting our Customer Care Center Had he been connected with them, I am confident we would have avoided this complaintWe also have no record of this customer contacting Moe, although Moe is no longer an employee I then checked with Moe’s manager, Andy P***, who said that Moe never came to him with a complaint or a concern from this customer Had MrP [redacted] heard about hoses being glued on, he would have taken care of this immediately MrP [redacted] has reached out to the customer since receiving this complaint, and will try to resolve the issue because this is just so surprising to usWe do have some records, though After the sale, Mr [redacted] made use of our great customer service and came to us with a question he was having The vehicle had already gone through a full pre-sale inspection, but we invited Mr [redacted] to bring the car back He did, and we expended $to fix the issue back in January (Invoice attached Note that the work was performed by an outside entity, Seattle Tires.) Mr [redacted] was not charged anything for this work, although most dealerships probably would have demanded money from the customer given the notifications signed by the customer during the purchase/sale transaction But, we paid that money because we value our customers Our employee, Mike A [redacted] , states that the customer was happy, and never came back to our dealership with any other issues or complaints; the customer had our employee’s cell number and business card MrA [redacted] therefore denies that Northwest Motorsport blew the customer off MrA [redacted] also notes that, as part of the safety check for this vehicle, it is very unlikely that the new complaint existed at the time Things can be missed, to be sure But this does not seem like one of those items that could be missed during our routine processWe hope that Mr [redacted] responds to MrP***’s phone call, and that we earn his business again and again We value our customers, and will not begrudge Mr [redacted] for contacting the Revdex.com We wish him and his families the best during the holiday seasonRespectfully, Jon M [redacted]
We are more than happy to help Ms [redacted] understand her contract with PRcoAs she states in her response, we have provided her the relevant sections for her claim with PRcoIn her response, she references Item under Section A “Definitions” as a reasoning that her GAP protection is invalidUnfortunately, this is a misunderstanding of the language which we are more than willing to clarify The specific item Ms [redacted] refers to is Subitem H, under Item 12, Section A “Definitions”Item defines the “Outstanding Balance” and how it is reduced: “the monetary amount, in U.Scurrency, required to pay off Your Finance Contract balance as of the Date of LossThe Outstanding Balance shall be reduced by[ ]” (seen in Attachment 1)The Subitem to which she refers states that the Outstanding Balance shall be reduced by “the percentage derived from: the amount, on the effective date of this Waiver, that exceeds the Maximum Allowable Amount Financed, divided by the total amount financed.” The means that the Outstanding Balance will be reduced by the percentage which the Maximum Allowable Amount exceeds the total amount financedIn Ms [redacted] ’s case, the Maximum Allowable Amount Financed did not exceed the total amount financedAgain, the Maximum Allowable Amount is limited to 150% of NADA Retail Value; Ms [redacted] ’s Amount Financed was 147.8% ($20,divided by $13,563.00), meaning it did not exceed the 150% and thus there is zero reduction percentageBecause Subitem H only is affected by percentages that go over 150%, this Subitem does not have any affect Ms [redacted] ’s GAP protection amount Importantly, Ms [redacted] needs to bring this to the attention of PRco, as PRco is the contract holder and is solely responsible for upholding their contract with Ms [redacted] We deeply encourage Ms [redacted] to contact them and demand what she is owedWe are very sympathetic to Ms [redacted] ’s situation; however, as we previously stated, this complaint is something that solely PRco can resolve, and Ms [redacted] needs to raise the issue with them
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and he assured me the money would be refunded to my loan providerI await his compliance.Sincerely, [redacted]
Complaint: I am rejecting this response because: first and foremost it was not a few days when I contacted the business that’s a flat out lieI contacted the business the very next morning and spoke with MrSam V [redacted] I told MrV [redacted] I was very dissatisfied and told him out right that the vehicle that he SWORE had what I emphatically requested over the phone prior to visiting the dealership, repeatedly reintegrated once arriving to the dealership as the #feature that was important to me even above higher mileage and I was repeated assured would be no problem attainingI was very clear regarding my wants and needs as it related to vehicle optionsI will not regurgitate my complaint because I was very clear and honest regarding my experience with this dealership but I will say again, I contacted Sam the very next morning and was told “I’m sorry and I’ll get this fixed no problem, we want our customers satisfied, I’ll take care of you don’t worry let me talk with my manager but give me a couple of days I got you.” Three days passed and I called again and calls were made to what appeared to be his cell phone and again was told “ I got you I’m gonna get you fixed up, don’t worry I’m just wait for my manager to get back to me and I’ll call you back I have your number, I won’t forget about you and don’t forget send me in some referrals and you can make $per personSam then told me how his mother made hundreds just sending in referrals and people get vehiclesI at this point grew very tired of the sales pitch and decided to contact Days later as I was giving him the benefit of the doubt yet growing increasingly annoyedOnce I contacted mrV [redacted] again he told me that he wasn’t working and was at a wedding and he would call me the next dayThe next late afternoon I called the dealership main number since at this point he chose to ignore my calls and voicemails left in the morning on his cell and asked for the Manager the guy who answered the phone asked if there was something he could do surprisingly it was MrJames V [redacted] and he asked me what’s going on and how was I liking the carI told him that I realized the next morning after taking ownership that it was not what Sam told me, meaning no Bluetooth or navigation and I have been giving to brush off (that’s how I felt I told him) from his brother who kept assuring me he was working it out with his manager and I’ve been patient enough and this was ridiculous at this point I then requested his Manager’s name and direct numberAt this point James said listen tanya, our manager has been very busy my brother is not here right now but I’ll tell you what, let me get with the Manager myself and I promise I’ll get this resolvedI said Sam mentioned to me to look on the website see if there was anything I liked within the financed amount yet Days are going by and no resultsI said listen to me I’m patient but I have enough on my plate with dr.s times a week I should be focused on my recovery not raising my blood pressure with this situation if your brother couldn’t get me what we asked for than he should have just been honest and said that up front this vehicle was misrepresented period! He said calm down, I told him after being there for hours and thanking for what appeared to be hard work getting financing I began to really be in painAs I told you sitting in the chair my meds are wearing off at that point we did test drive vehicles the movements was only mak(N [redacted] my pain increase I stated that we can’t be much longer or we’ll have to leave to get me homeYou remember that, he said I know just calm down I told I’ll take care of youAll I noticed was a screen in the vehicle I did not try to use it I figured I’ll set everything up once I get home take my meds and rest but I was VERY CLEAR TO BOTH Sam and James what I was looking forAs I stated in my complaint once I told James we’re gonna have to go he said let me check with my brother (who was in the office across from the desk I was sitting at) than James came out of that office along with Sam who stated we got financingI told Sam thanks and we have to speed this process up no disrespect I’m having a lot of pain after 1/hours my pain returned he said I understand and he sped through the documents told us how great it was and how happy I would be it has everything I wanted (in between the sign here initial here)I was so grateful the process was closing as I truly was doing everything possible not to drop tears I mean I was just over a week from a rear ending from a driver speeding in the rain that sent me to the local hospital and totaled my carI came into the dealership with a cane and did explain why my son and I were there before and after arrivingThe bottom line of the story is I won’t take away from the apparent efforts to get the financing done and I won’t deny the hospitality but if Sam was not able to get the type of vehicle with the (ONLY) request I asked for than the honest action would be to say that and give me the option to choose to go with what he said was the only vehicle we could get with the financing and down payment we had out of the options test driven by my son (I was too sore to drive at that moment) there was plenty of time to tell me that we were almost 20-minutes waiting for James to find my driver license he misplaced so there was adequate timeMy right to choose was taken from me and I stand by thatHad it been me and a customer requested ONLY MANDATORY feature before they came to me and once at my location I would make it my business to let them know I couldn’t but tried very hard and given them the option to purchase without the feature or walk especially watching them slowly become very preoccupied with pain it’s just simple compassionI trusted him to provide what was asked for without verifying his honesty regarding the vehicleThere was none of the feature set I asked for, front tires practically completely bald, lots of interior surface dirt(my son promised to clean) passenger window button doesn’t roll the window down either but again the MOST IMPORTANT issue is my right to choose was stolen from meMy experience was like many that I’ve found on several websites once I realized the attitude was “OF WELL YOU SIGNED OFF ON IT BYE)! Including the Manager (Dominic) whom I did finally get a hold of after James brushed me off much like his brother(neither called back as promised nor answered my calls) I politely told him I was sold a vehicle which under pretenses and totally misrepresentedI explained what I meant by that and he proceeded to tell me his credit was bad and he only qualified for a Prius at 7ft 4in tall and laughed (I found none of it funny) after a few months he stated that he traded it in for something better which he suggested I doI told how important that request was really a deal breaker for me than came his story about going to car toys and paying or $to have a system put in and told me the same thing Sam said which was “we work with *** [redacted] all the time” (only Sam claimed he would look into adding Bluetooth to the system yet another lie) listen you add to or upgrade the system at car toys and in like months you bring it back it’s only going to increase the vehicle value trade it in your credit is better than I can get you what you wantI was both shocked and angered that was his solution as a manager when my complaint is the vehicle was misrepresentedI told him about the tires and his solution to that was as I stated that he’s will to split the cost for what I described as unsafe tires at that point I knew that I experienced the very thing millions of consumers feel regarding used car salesman and their lack of honesty and integrity amongst other things I’m too Christian to mention hereAll I wanted was a fair resolution either a swap out like Sam mentioned, Bluetooth hands free added again as Sam mentioned or my money back as I MENTIONED!! This company claims to care and go above and beyond for their customers than honesty and integrity goes along way all of the empty promises or flat out pacifying lies, ignoring follow up calls and ignoring my complaint (management) is totally unacceptableRefunding would not have bankrupted the company nor following up on the promises made by their staff even if their staff was misinformed because all they looked like now is a group of unscrupulous and disreputable individualsThis was completely avoidable and the end result over shadowed any appearance good natured professionalism while I had contact with their businessMy blood pressure has been raised many times as a result of this experience all the while I’m trying to heal and focus on my medical care and move forward with my lifeI’m a fair and decent person and for the record I was never given a number to send photos of the tires Dominic claimed he had customers to meet with and I completely and rudely I admit disconnected the callI will not be taken advantage of what happened to me was not fair and I say for the last time was easily resolved I wasn’t asking for the moon nor being unreasonableWhen they claim to go above and beyond to their best for their customers is that before or after money exchanges hands because according to the many reports circulated online from those whose had experiences like mine or worst customer focus is not like this! If they can’t provide what I came to purchase based on my status and down payment please just return my money like I tried to resolve hours after purchase that won’t bankrupt you I’m sure!! Your staff that I had any contact with could not pass a lie detector test sam knows all the things he told and promised me and your manager knows how he shaded me if this has to go further and lie detector was given only I would pass and that’s a factAnd in closing I don’t hold this against them either I got my very first time in my life at almost a lesson in the disreputable world of used car lots Sincerely, *** *** [redacted]
We have received and had opportunity to review Mr [redacted] ***’ complaintNorthwest Motorsport will be refunding Mr***’ $and will notify him when the refund has been executedIf Mr [redacted] has any additional questions, we encourage him to reach out to Northwest Motorsport at [email protected] and we will be more than happy to assist him
We have received and had opportunity to review Mr [redacted] ***’s complaintAs stated in the complaint, Mr [redacted] visited Northwest Motorsport on October 21st, and purchased his vehicle, a Jeep Grand Cherokee with 57,miles on itAt the time of sale, the vehicle was represented as having no accidents as verified by [redacted] , a leading vehicle history reporting service used industry-wide to provide customers and dealers with information on a vehicle’s historyAt that time and since, the sales manager Mr [redacted] spoke with has had no knowledge of an accident on the vehicle, and would not have represented as having no accidents if he did have any knowledgeEven now, the only accident listed on the [redacted] occurred after Mr [redacted] purchased his vehicle (February 14th, 2017, as seen in the [redacted] in Attachment 1, Page 4)While we are sympathetic to Mr***’s circumstances, at this time there is little more that Northwest Motorsport can do for himWe have offered to work with him to get into another vehicle, which he has yet to doOur offer to work with him to trade his vehicle out remainsThat said, it is unfair to make claims of fraud or claims that Northwest Motorsport has made mistakes hereThe vehicle was represented to Mr [redacted] as having no accidents because, to the best of the sales manager’s knowledge and resources at the time, there was no accidents on the vehicle (the [redacted] then and now still verifies this)Mr [redacted] purchased a used vehicle “as is”, “without warranty”, and “with all faults”, and signed agreements and disclosures that acknowledges theseThis includes the merchantability of the vehicle and any faults (including previous accidents)As such, the vehicle, its mechanical state, and its history are Mr***’s legal responsibilityAs stated, we are sympathetic with his situations and have offered to work with him to find a new vehicle; however, these complaints are unfounded and it is unfair to Northwest Motorsport to claim fraud was committed against Mr***Because of this, and because we are willing to work with Mr [redacted] to find a new vehicle, we ask that this complaint be closed