Pence Nissan Subaru Kia

Around the first of June 2016, we were contacted by the customer by phone with a complaint about one of our salespeopleThe customer stated that while her car was in the shop for service a salesperson approached her about trading her car in for anotherThe customer stated that she would trade in her vehicle if her payments didn’t go upAfter finding out the payments would increase if she decided to trade in her current vehicle and purchase a new vehicle she decided not to trade.Her complaint to me was that she had received several “turn down” letters from banksThe customer requested us to call Equifax and have the credit inquires removedShe stated that Equifax told her we could ask for the credit inquires to be removed.We contacted Equifax as our customer requestedThe Equifax support representative told us that they could not remove credit inquires unless it was done by mistake or fraud on the companies’ part The support representative from Equifax did make notes of our conversation so if in the future it came up it would be noted that we contacted them We tried to reach out to the customer at the number she left but there was no answerSeveral weeks later the customer visited the dealership and asked for our Finance Director The Finance Director let the customer know that we had contacted Equifax and told her the results of that conversationWe explained to the customer that Equifax would not remove a credit inquire unless it was a done by mistake or fraudWe told her that Equifax had notes of our conversationThe customer stated that the salesman was unethical and we could remove the dings on her credit file if we agreed he was unethical We explained to her that we do not believe the salesman did anything unethicalThe customer actually did investigate trading in her vehicle to purchase another at the dealershipIn order to secure accurate payment options a customer’s credit must be checked as part of the information needed to send to lending institutionsThe credit check performed was not a mistake and not the result of fraudulent activity, as per our conversation with Equifax it qualifies as a legitimate credit checkTherefore, we can offer no further assistance for the customer with this matter

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I apologize for the late replyI was expecting a phone call or a separate emailI was not aware I had to log back in with my email address and see the follow ups to my case.The 10% over invoice alone is unacceptableI should not have to pay anything to be honestIt would be only fair based on the experience I have gone through, but I have come to understand they are neither fair nor honorableThe paperwork and estimates they have sent only addresses their findings AFTER they went back in and properly or at least alternatively diagnosed the carTo be honest, an acceptable outcome would be if the service center waived any and all labor costs, leaving me responsible for only the partsBut I am sure that would not be an optionAn excuse of not being able to foreseeing future issues is irrelevant, in that if common sense and logical deductions in regards to properly checking [all] aspects of a problematic area would have been followed there would be no future issues with the area in questionThat is poor training and/or under-sight of mechanical expertiseStrangely enough, against my better judgement due to the possible further failures in the OBank 2(?) area, I have driven the car this whole timeI have yet to encounter any further issues! None!? No dire consequences as a result of not putting another $3,into this car has yet to occurThis makes me wonder if in fact the work needs to be done or if they corrected a mistake they made the last time I had them look at the vehicle almost weeks agoOr if they have from the start had me pay for repairs that were truly not neededIt appears I will probably end up taking the car to a more refutable, competent and honest establishment that does not charge an arm and a leg to have the car service if future problems arisePence Nissan [service center] can chalk up another victory over swindling their [no longer] loyal Nissan owners Regards, [redacted]

Technician confirmed check engine light on and the vehicle was running rough.Laptop diagnosis indicated multiple cylinder miss fire (Pcode)To correct therough running condition we (with the customer's authorization) replaced the coilsand ignition spark plugsVehicle is now running normally after repairs.Ran laptop and found the vehicle still has diagnostic trouble codes in the system.The engine running rough condition caused by the coils allows an excessive rich fuelcondition must be corrected before you can continue diagnosis.Further laptop diagnosis found a secondary issue with the air fuel sensor voltagebeing low which led the inspection of the bani< catalystThis issue was caused bythe miss-fire of the coilsRecommended and the customer authorized thereplacement of the bank air fuel sensor, sensor, and catalyst.Road test vehicle approximately mlles and vehicle performed normally and thecheck engine light did not return.Customer returned with the check engine light onUpon our inspection with thelaptop diagnostic tool the codes indicated bank rear sensor and bank catalystis starting to show damage.Check engine lights can come on and return without warning and indicate potentialother malfunctions in the systemThis is beyond the control of the customer and thedealershipWhen the vehicle exhibits a malfunction code the laptop diagnosticprocedure is the proper vehicle repair process used by Nissan to diagnose and repairthe existing trouble codeThis ls the correct vehicle repair process and is our methodof repair.In the event both sensors and both catalysts coded in the system and indicatedreplacement was necessary then we would recommend this to our customers inadvanceThis was not the case in this repair process.The system on this vehicle does not have the technology to foresee future failures.The customer was offered 10% over cost on the current repairs but decline this offer.This offer is still available should the customer decide to repair the vehicle at PenceNissanNo further assistance can be offered at this time

February 21, 2015Revdex.com case # [redacted] To whom it may concern:My name is [redacted] , I am the [redacted] forPence Nissan Subaru KiaI have reviewed the Revdex.com letter and fully understandthe consumers concernsI have conducted a thorough review of the issues raisedby the consumer regarding the used vehicle purchaseThe customer signed a Virginia Buyers Order Friday nightafter all the lending institutions had closed for the dayIt is customary tolet the customer take possession of a vehicle after signing the agreements and thenassigning the contract to a lender when they reopenIn this case when thelending institutions reopened we could not find a lender that would accept the lengthof the agreement due to conditions beyond the control of the dealershipThe Virginia Buyers Order states in large bold print, if thevehicle purchase requires financing, the agreement is contingent on the financeprovider’s approval of the proposed retail installment sales contractIt alsostates, if the sales contract is not approved the consumer can either find analternative method of payment or cancel the agreementWe made sure thecustomer knew their rights under Virginia consumer law and gave them these twooptions To address the comments made about the dealership representative,perception is reality and I apologize for the manner in which your husband’srequests had been answeredWe strive to provide outstanding customer serviceand in this case the dealership did give the customer an allowance for thescratch, and finance options that included an alternate payment plan thatshortened the loan term by months The customer did return on Friday, February 21stand signed a new retail sales agreement deciding to keep the carSincerely, [redacted] ***

To whom it may concern:My name is [redacted] , I am the [redacted] r forHyman Brosof Midlothian IncDBA Pence Nissan Subaru KiaI have reviewed theRevdex.com letter and fully understand the consumers concerns.I have conducted a thorough review of the issues raised bythe consumer regarding her new vehicle purchase and this response will mirrorthe discussions the consumer had with the finance manager when she decided topurchase the new [redacted] On the initial visit to the dealership the consumer filledout and signed a credit application that allowed the dealership to arrangefinancing for her new carThis authorization is not limited to just one creditreportThe first credit report was run with an [redacted] version that scoredthe consumer at a rate we felt comfortable the bank would agree uponAfter the consumer had settled on a specific vehicle we submittedthe package to the bank and they came back at a higher rate and we asked whyThebank explained their credit decisions were made based on [redacted] that has adifferent scoring methodologyAt this point we did run the consumers creditreport in the alternate version and that scoring model resulted in a lowerscoreTo be clear, both credit reports were run at the samelocation with two different accountsThe lower score was a result of differentscoring criteria’s not multiple inquiresThe second auto inquiry in a short a periodof time would have little to no effect on the consumers credit score.We strive to provide outstanding customer service and inthis case the dealership bought down the higher rate at our expense to satisfythis customer Sincerely, [redacted] Pence Nissan Subaru Kia

Revdex.com case # ***
In circumstances, when a customer relinquishes a vehicle to trade we ask that the customer remove all their belongings from the vehicle before leaving the dealershipDo to the impending weather event this procedure was not able to be followed, and the customers
possessions were left in the traded vehicle. As a policy, vehicles that are traded into our dealership are promptly inspected and thoroughly cleaned inside and out to prep them for used car sales or auto auctionOnce this vehicle was cleared from the snow proper procedures were followed and the contents of the vehicle were emptied to prep for auto auction Pence management was then notified of the issue and steps were taken to retrieve the vehicle which was taken off propertyFortunately, Pence was able to reclaim the traded vehicle from auctionThe vehicle was back in our possession on February 1, The customer was contacted on that same day and was able to retrieve some items from the traded vehicleUnfortunately, a pair of sunglasses was not found to be in the vehicleAs a remedy, the customer was reimbursed for the full purchase price of those sunglasses.Pence hopes that this resolution is satisfactory for our customer and we thank them for their business

The check was processed through our accounting department and was sent to the customer's home address via *** on 2/8/
Check #*** for reference

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowAs mentioned in my complaint previously, I was not able to chose both auto dimming mirrors with Home link and auto dimming exterior mirrors together on my quote even today if I try to build a quote onlineAs a customer of a reputed dealership, expectations would be on providing more choices and highlighting missing options or accessories to customers and also anticipating what is needed by them
When my car is equipped with eyesight, blind spot, rear braking assist, lane swaying, leather upholstery, powered driver seat, heated front seats and side mirrors, etcthen why would a customer miss a small addition anytimeWould that not be a responsibility of a dealership sales team to sensibly think if that a customer needs all best features of the car built? I agree that it was a miss that I did not notice this on car delivery time and delivery person called out about the home link and did mention about blind spot and exterior mirrors as heated and auto dimming on rear car lights visibilityAs mentioned, I have no funding left to add these auto dimming exterior mirrors accessories so will require some help from the dealership to satisfy my needs rather just assistanceIf this could not be a possibility by my dealer, it is understandable but will leave one of its customer unhappy and unsatisfiedThanks for them help
Regards,
*** ***

Around the first of June 2016, we were contacted by the customer by phone with a complaint about one of our salespeople. The customer stated that while her car was in the shop for service a salesperson approached her about trading her car in for another. The customer stated that she would trade...

in her vehicle if her payments didn’t go up. After finding out the payments would increase if she decided to trade in her current vehicle and purchase a new vehicle she decided not to trade.Her complaint to me was that she had received several “turn down” letters from banks. The customer requested us to call Equifax and have the credit inquires removed. She stated that Equifax told her we could ask for the credit inquires to be removed.We contacted Equifax as our customer requested. The Equifax support representative told us that they could not remove credit inquires unless it was done by mistake or fraud on the companies’ part.  The support representative from Equifax did make notes of our conversation so if in the future it came up it would be noted that we contacted them.  We tried to reach out to the customer at the number she left but there was no answer.
Several weeks later the customer visited the dealership and asked for our Finance Director.  The Finance Director let the customer know that we had contacted Equifax and told her the results of that conversation. We explained to the customer that Equifax would not remove a credit inquire unless it was a done by mistake or fraud. We told her that Equifax had notes of our conversation. The customer stated that the salesman was unethical and we could remove the dings on her credit file if we agreed he was unethical.  We explained to her that we do not believe the salesman did anything unethical. The customer actually did investigate trading in her vehicle to purchase another at the dealership. In order to secure accurate payment options a customer’s credit must be checked as part of the information needed to send to lending institutions. The credit check performed was not a mistake and not the result of fraudulent activity, as per our conversation with Equifax it qualifies as a legitimate credit check. Therefore, we can offer no further assistance for the customer with this matter.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I apologize for the late reply. I was expecting a phone call or a separate email. I was not aware I had to log back in with my email address and see the follow ups to my case.The 10% over invoice alone is unacceptable. I should not have to pay anything to be honest. It would be only fair based on the experience I have gone through, but I have come to understand they are neither fair nor honorable. The paperwork and estimates they have sent only addresses their findings AFTER they went back in and properly or at least alternatively diagnosed the car. To be honest, an acceptable outcome would be if the service center waived any and all labor costs, leaving me responsible for only the parts. But I am sure that would not be an option. An excuse of not being able to foreseeing future issues is irrelevant, in that if common sense and logical deductions in regards to properly checking [all] aspects of a problematic area would have been followed there would be no future issues with the area in question. That is poor training and/or under-sight of mechanical expertise. Strangely enough, against my better judgement due to the possible further failures in the O2 Bank 2(?) area, I have driven the car this whole time. I have yet to encounter any further issues! None!? No dire consequences as a result of not putting another $3,000 into this car has yet to occur. This makes me wonder if in fact the work needs to be done or if they corrected a mistake they made the last time I had them look at the vehicle almost 2 weeks ago. Or if they have from the start had me pay for repairs that were truly not needed. It appears I will probably end up taking the car to a more refutable, competent and honest establishment that does not charge an arm and a leg to have the car service if future problems arise. Pence Nissan [service center] can chalk up another victory over swindling their [no longer] loyal Nissan owners.
Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have noticed the fine prints in the original email which stated that the vehicle "may not be available in this configuration". For that reason when the dealer representative Brandon "[redacted]" H[redacted] called me, my first question was "do you have the [redacted] I specified in my request". His answer was " Yes we have what you want". Later when I went to the appointment, actually they didn't have the specified vehicle.I can not accept the offer made by the dealer. Once the trust is broken, it is hard to reestablish it. At this point, I'll take my business somewhere else, where I don't have to worry about the accuracy of the information provided to the customers.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
The Finance Director did not contact me at all. There were no missed calls or messages left on my cell phone. I am near my phone 24/7. I assume these calls are recorded so I would like proof that I was contacted. I would also like to hear the phone conversation with the Finance Director and Equifax and please provide the number you called and the date. Our initial conversation on the phone (the Finance Director and I) said he would be happy to call and have them remove the inquires, but he's never known Equifax for doing anything as such. Now, when Equifax would remove the dings based on fraud or error, you choose not to believe my side of the story and you do not want to admit to your sales rep's wrongdoing? I told Rick Overbey from the beginning that the transactions were unethical in my eyes and he proceeded to call to speak on my behalf. So who's side are you on? It seems as though your business is not customer-oriented. Again, you can not choose to not take further action because YOU don't believe your salesmen committed corrupt conduct. I commend KIA Pence for trying to stand by your sleazy salesman, but his actions were immoral and dishonest. Please elaborate and I look forward to the recorded messages and this has been sent to your headquarters. This will not be closed until I am satisfied. 
Regards,
[redacted]

March 25, 2015Revdex.com case # [redacted]            To whom it may concern:My name is [redacted]; I am the [redacted] for Pence Nissan Subaru Kia. I have reviewed the Revdex.com letter and fully understand the...

consumers concerns. I have conducted a thorough review of the issues raised by the consumer regarding the cancellation of the extended service contract.[redacted] processed the refund on March 13th and sent funds to the dealership, made payable to the dealership. The dealership in turn refunded the customer or in this case lien holder seeing the vehicle had been financed when purchased. We strive to provide outstanding customer service and in this case should have informed the customer that the refund was going back to the lending institution. Once the lien is verified as satisfied the bank will refund the balance to the customer.The dealership check and NESNA check stub are [redacted].  Sincerely,[redacted] Pence Nissan Subaru Kia

To whom it may concern:My name is [redacted], I am the [redacted]r forHyman Bros. of Midlothian Inc. DBA Pence Nissan Subaru Kia. I have reviewed theRevdex.com letter and fully understand the consumers concerns.I have conducted a thorough review of the issues raised...

bythe consumer regarding her new vehicle purchase and this response will mirrorthe discussions the consumer had with the finance manager when she decided topurchase the new [redacted]On the initial visit to the dealership the consumer filledout and signed a credit application that allowed the dealership to arrangefinancing for her new car. This authorization is not limited to just one creditreport. The first credit report was run with an [redacted] 5.0 version that scoredthe consumer at a rate we felt comfortable the bank would agree upon. After the consumer had settled on a specific vehicle we submittedthe package to the bank and they came back at a higher rate and we asked why. Thebank explained their credit decisions were made based on [redacted] 9.0 that has adifferent scoring methodology. At this point we did run the consumers creditreport in the alternate version and that scoring model resulted in a lowerscore. To be clear, both credit reports were run at the samelocation with two different accounts. The lower score was a result of differentscoring criteria’s not multiple inquires. The second auto inquiry in a short a periodof time would have little to no effect on the consumers credit score.We strive to provide outstanding customer service and inthis case the dealership bought down the higher rate at our expense to satisfythis customer.  Sincerely,[redacted] Pence Nissan Subaru Kia

February 21, 2015Revdex.com case #[redacted]To whom it may concern:My name is [redacted], I am the [redacted] forPence Nissan Subaru Kia. I have reviewed the Revdex.com letter and fully understandthe consumers concerns. I have conducted a thorough review...

of the issues raisedby the consumer regarding the used vehicle purchase. The customer signed a Virginia Buyers Order Friday nightafter all the lending institutions had closed for the day. It is customary tolet the customer take possession of a vehicle after signing the agreements and thenassigning the contract to a lender when they reopen. In this case when thelending institutions reopened we could not find a lender that would accept the lengthof the agreement due to conditions beyond the control of the dealership. The Virginia Buyers Order states in large bold print, if thevehicle purchase requires financing, the agreement is contingent on the financeprovider’s approval of the proposed retail installment sales contract. It alsostates, if the sales contract is not approved the consumer can either find analternative method of payment or cancel the agreement. We made sure thecustomer knew their rights under Virginia consumer law and gave them these twooptions.   To address the comments made about the dealership representative,perception is reality and I apologize for the manner in which your husband’srequests had been answered. We strive to provide outstanding customer serviceand in this case the dealership did give the customer an allowance for thescratch, and finance options that included an alternate payment plan thatshortened the loan term by 12 months.  The customer did return on Friday, February 21stand signed a new retail sales agreement deciding to keep the car. Sincerely,[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No reimbursement was made for the missing glasses. 
Regards,
[redacted]

June 19, 2015 Revdex.com case # [redacted]   To whom it may concern: My name is [redacted]; I am the General Manager forPence Nissan Subaru Kia. I have reviewed the Revdex.com letter and fully understandthe...

consumers concerns. I have conducted a thorough review of the issues raisedby the consumer regarding the automated vehicle price quote. The customer did receive a quote on a vehicle he built onthe manufacturer’s website. It was not a specific car in our inventory or onthe Pence website. The quote also states with references ne** to the price tolook for notes. This note reads “4 This [redacted] Premium may not be available in this configuration and is notbased on an actual in-stock vehicle. Unless otherwise stated, price quoted doesnot include options or accessories. Please contact us for more information.”  When the appointment wasmade the salesperson did offer other Forester options for less money.  At this point the customer still wanted tocome in and look. While the customer was in the store we tried to find a [redacted] at other dealers within a couple hundred miles but were unsuccessful.  I agree with the customer on what we should do, unfortunatelythe desired vehicle is no longer available from Subaru. The 2015 [redacted] have been exhausted. The dealership is willing to order a 2016 SubaruForester ** at the same base price quote as the 2015. The customers quote onthe 2015 excluded tax, tags, freight, $499 processing fee and any installedaccessories the customer chooses to have on the vehicle. These details arelisted on the quote. We strive to provide outstanding customer service and inthis case offered options to solve the problem but the customer was unable towait for the later model year. .  Sincerely,    [redacted]General Manager Pence Nissan Subaru Kia

Technician confirmed check engine light on and the vehicle was running rough.Laptop diagnosis indicated multiple cylinder miss fire (P0300 code). To correct therough running condition we (with the customer's authorization) replaced the coilsand ignition spark plugs. Vehicle is now...

running normally after repairs.Ran laptop and found the vehicle still has diagnostic trouble codes in the system.The engine running rough condition caused by the coils allows an excessive rich fuelcondition must be corrected before you can continue diagnosis.Further laptop diagnosis found a secondary issue with the air fuel sensor voltagebeing low which led the inspection of the bani< 2 catalyst. This issue was caused bythe miss-fire of the coils. Recommended and the customer authorized thereplacement of the bank 2 air fuel sensor, 02 sensor, and catalyst.Road test vehicle approximately 5 mlles and vehicle performed normally and thecheck engine light did not return.Customer returned with the check engine light on. Upon our inspection with thelaptop diagnostic tool the codes indicated bank 1 rear 02 sensor and bank 1 catalystis starting to show damage.Check engine lights can come on and return without warning and indicate potentialother malfunctions in the system. This is beyond the control of the customer and thedealership. When the vehicle exhibits a malfunction code the laptop diagnosticprocedure is the proper vehicle repair process used by Nissan to diagnose and repairthe existing trouble code. This ls the correct vehicle repair process and is our methodof repair.In the event both 02 sensors and both catalysts coded in the system and indicatedreplacement was necessary then we would recommend this to our customers inadvance. This was not the case in this repair process.The system on this vehicle does not have the technology to foresee future failures.The customer was offered 10% over cost on the current repairs but decline this offer.This offer is still available should the customer decide to repair the vehicle at PenceNissan. No further assistance can be offered at this time

Review: A sales rep named Mike M[redacted] (who conveniently works at [redacted] across the street now) tried to sell me the same KIA model and promised that the payments would be the same OR lower, but the payments would start over. I explicitly told M[redacted] I was not interested in another Soul, but I would consider a different model ONLY IF the payments did not exceed what I’m already paying and I disclosed my current monthly car note with him. He said “No Problem.”

So after we discussed proof of employment, filled out the authentication form to run my credit, etc., Mr. M[redacted] proceeds to say “Oh, well with this model your payments will definitely not be lower.” And immediately, I told him I do not want to continue, as I’m not interested in higher payments. I kept saying that throughout the entire day. I was lied to, taken advantage of and mislead information for a sale! Mr. M[redacted] assumed I would change my mind after all the glorious features on the car, but I specifically told him and his boss (I think his name was Ron or Jeff), I’m not interested in paying more and I feel that should be understood and more importantly, respected.

A couple months later I went to check my credit score and I had 7 hard inquires on my credit account from that day according to Equifax. I called Equifax and they told me to have someone from KIA contact their Business Support team to remove the dings.

So, I contacted the Finance Director at that KIA (name is Rick O[redacted]) and begged him to call Equifax as I was directed to. I know he did not call because I confronted him about it and he just said “They cannot remove them unless something was done unethical by the company." Rick said since he was not there, he cannot vouch for me. It’s my word against his former employee. This is (deceitfully) true, however it costs nothing for him nor your company to assist me in omitting these unauthorized inquires by your salesman on my credit score. I was in love with the KIA family until this incident and I will be taking my business elsewhere if this is not handled very soon. I have been fighting this for months and I am completely disgusted with these employees representing the corporation.Desired Settlement: Simply contact Equifax and admit the unethical transaction to remove the inquiry off my account

Business

Response:

Around the first of June 2016, we were contacted by the customer by phone with a complaint about one of our salespeople. The customer stated that while her car was in the shop for service a salesperson approached her about trading her car in for another. The customer stated that she would trade in her vehicle if her payments didn’t go up. After finding out the payments would increase if she decided to trade in her current vehicle and purchase a new vehicle she decided not to trade.Her complaint to me was that she had received several “turn down” letters from banks. The customer requested us to call Equifax and have the credit inquires removed. She stated that Equifax told her we could ask for the credit inquires to be removed.We contacted Equifax as our customer requested. The Equifax support representative told us that they could not remove credit inquires unless it was done by mistake or fraud on the companies’ part. The support representative from Equifax did make notes of our conversation so if in the future it came up it would be noted that we contacted them. We tried to reach out to the customer at the number she left but there was no answer.Several weeks later the customer visited the dealership and asked for our Finance Director. The Finance Director let the customer know that we had contacted Equifax and told her the results of that conversation. We explained to the customer that Equifax would not remove a credit inquire unless it was a done by mistake or fraud. We told her that Equifax had notes of our conversation. The customer stated that the salesman was unethical and we could remove the dings on her credit file if we agreed he was unethical. We explained to her that we do not believe the salesman did anything unethical. The customer actually did investigate trading in her vehicle to purchase another at the dealership. In order to secure accurate payment options a customer’s credit must be checked as part of the information needed to send to lending institutions. The credit check performed was not a mistake and not the result of fraudulent activity, as per our conversation with Equifax it qualifies as a legitimate credit check. Therefore, we can offer no further assistance for the customer with this matter.

Review: I applied at Pence Nissan to purchase a vehicle on 11/29/2014. I was given a good credit score and finance rate that evening. The color vehicle I wanted was not available on lot and was to be delivered on 12/1/2014 for me to see so I looked at a different color same make and model on 11/29/2014. I returned to Pence Nissan 12/1/2014 to see vehicle. We were brought in to discuss making final purchase. The finance and sales persons were discussing my credit reports in another area and my friend walked up to ask a question and noticed they had two different reports and scores. When asked they stated they were not going to inform me that an ADDITIONAL credit check was performed between 11/29/2014 and 12/1/2014. I was apologized to and told they were NOT going to inform me but felt it was bad business ethics for two [redacted] credit checks within 48 hours on same vehicle lowering my credit score 108 points. They did ensure me that interest rate promised on 11/29/2014 would remain the same. The two credit reports have two different dealership names Pence Briggs Inc. and Hyman Bros Inc. I have never been to Hyman Bros of Midlothian Inc. Why was a second report pulled? Was this a mistake or a ploy that kept me from going elsewhere?Desired Settlement: I would like to know if this practice is ethical or legal and if it is a standard practice to pull more than one credit report for one application. If this is not an ethical and/or legal practice, I would prefer to return the vehicle and have my credit report restored to original credit status prior to 11/29/2014.Or my interest rate lowered to 0 percent to reflect my good standing credit and for them to send a letter to the credit reporting agencies that I only authorized one inquiry.

Business

Response:

To whom it may concern:My name is [redacted], I am the [redacted]r forHyman Bros. of Midlothian Inc. DBA Pence Nissan Subaru Kia. I have reviewed theRevdex.com letter and fully understand the consumers concerns.I have conducted a thorough review of the issues raised bythe consumer regarding her new vehicle purchase and this response will mirrorthe discussions the consumer had with the finance manager when she decided topurchase the new [redacted]On the initial visit to the dealership the consumer filledout and signed a credit application that allowed the dealership to arrangefinancing for her new car. This authorization is not limited to just one creditreport. The first credit report was run with an [redacted] 5.0 version that scoredthe consumer at a rate we felt comfortable the bank would agree upon. After the consumer had settled on a specific vehicle we submittedthe package to the bank and they came back at a higher rate and we asked why. Thebank explained their credit decisions were made based on [redacted] 9.0 that has adifferent scoring methodology. At this point we did run the consumers creditreport in the alternate version and that scoring model resulted in a lowerscore. To be clear, both credit reports were run at the samelocation with two different accounts. The lower score was a result of differentscoring criteria’s not multiple inquires. The second auto inquiry in a short a periodof time would have little to no effect on the consumers credit score.We strive to provide outstanding customer service and inthis case the dealership bought down the higher rate at our expense to satisfythis customer. Sincerely,[redacted] Pence Nissan Subaru Kia