Safford Winchester

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***

Dear **, [redacted] , This letter is in reference to [redacted] complaint against Safford Chrysler of [redacted] We received ** [redacted] ’ [redacted] truck on Saturday 01/18/at 1:pm The truck was assigned to a technician first thing in the morning on Monday 01/20/The technician assigned to the vehicle determined there was a noise in the engine from the camshaft and liftersThe following day, Tuesday 01/21/the parts for his truck were ordered regular orderTo try and expedite the parts we reordered them on 02/07/as special handlingUnfortunately, the parts were on a national back order status; we tried to obtain them from another dealerWe were able to find one set of the parts needed at one dealer, but they were unable to sell us the partsFinally, on we received our parts order and started working on the truckAfter removing the camshaft we found that the engine had more damage and needed to be replacedWe have ordered a complete engine and should receive it on 02/24/and resume repairs In Regards to using ** [redacted] parts on another truck, we explained that we had two trucks down with similar issues and needed the same partsThe first customer dropped their truck of on 01/15/and the parts were ordered on 01/17/We did not finish this repair until 02/18/due to the same national back order partsI have contacted [redacted] over the rental issue and am waiting for there response

On 12/1/I met with J H [redacted] the regional manager for Safford CollisonHe stated that he understood why I was unhappy with the unfinished repairs He instructed me to find another shop that was capable of completing them and they would be taking care of it I called back to Mr H [redacted] on 12/5/to clarify the billing and how to go about getting it paid for he instructed me to call the insurance company who would direct bill them for any repairs necessary by the new shop I have an appointment with the new shop for 12/7/to write up a complete estimate of repairs needed to complete the job that was done to an unsatisfactory condition by SaffordThe aforementioned insurance rep that accepted the condition admitted that he didn't walk of the original complaint list I am no longer asking for Safford to finish repairing the vehicleI'm making the complaint know for the sake of the poor workmanship, and the nuance of having to repeatedly follow up with them and constantly point out the obvious faults in their work I will upload a complete quote of said faults tomorrow Complaint: I am rejecting this response because: Regards, Evan Beegle

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: *** is just restating what has already been discussed by us and it is apparent that Safford has no desire to bring this up the chain of command and investigate the matter further without legal request to do so. There is not any person at Safford that can explain to me how and/or why this happened. The only answer I receive is that it was wear and tear. And I was told directly by ***'s own service advisor, *** that this WAS a heat related failure. The ring and pinion WERE FUSED TOGETHER! and the technician had to cut it out with a welding torch according to the service advisor. *** has stated HE did not say this but his service advisor did! Through my own research and review and input from two highly qualified individuals, one with years in the automotive repair industry and one who is a mechanical engineer, owner of his own business as a gauge developer and who has restored all kinds of vehicles for over forty years (Letters from both are attached) it is with great confidence that I can state that this kind of failure simply just doesn't happen for no reason other than wear and tear. Especially on a vehicle that has been well maintained and in a FRONT differential that is not used in a X vehicle unless the conditions warrant for the X system to be engaged. Vehicles that are X capable are mostly operated in rear wheel drive mode. For two parts to fuse together, there has to be HEAT. Friction causes heat. IF there was proper fluid levels and good fluid in the differential, this would not have happened. In my plus years of driving and speaking with everyone I know, not one of us has ever experienced a differential failure. Even those who don't maintain their vehicles as well as I do! You do not witness vehicles on the road whose wheels have locked up WHILE IN MOTION especially! If that were the case, there would be a lot more accidents and the manufacturers would be forced to correct the situation by the National Highway Transportation Safety Administration! Differentials are one of the last components on a vehicle that would just wear out. And even if they do start to wear out through wear and tear, there would be noise and vibration for weeks, if not months before actual failure. And even then, it is highly unlikely the wheels would lock up while in motion! This was a $47,vehicle brand new. It is a HEAVY DUTY pickup truck supposedly. It is well maintained. And yet, *** states that it's years old and has over 96,miles on it as if that is a factor for this failure. That is plain rubbish! There are thousand upon thousands of vehicles on the road that are older and with many more miles than this that have not had such a catastrophic failure. Again, if this did happen more regularly, the vehicle manufacturers would be forced to correct it! And because this event happened just a little over 6,miles beyond a routine differential service performed by Safford, I can only deduce the service was not performed correctly for some unknown reason. I have stated my case as thoroughly as I can and have requested further compensation out of goodwill in my original complaint that has not been recognized or addressed. I consider this matter still unresolved
Regards,
*** ***

On 12/1/16 I met with J.  H[redacted] the regional manager for Safford Collison. He stated that he understood why I was unhappy with the unfinished repairs.  He instructed me to find another shop that was capable of completing them and they would be taking care of it.  I called back to Mr H[redacted] on 12/5/16 to clarify the billing and how to go about getting it paid for he instructed me to call the insurance company who would direct bill them for any repairs necessary by the new shop.  I have an appointment with the new shop for 12/7/16 to write up a complete estimate of repairs needed to complete the job that was done to an unsatisfactory condition by Safford. The aforementioned insurance rep that accepted the condition admitted that he didn't walk of the original complaint list.  I am no longer asking for Safford to finish repairing the vehicle. I'm making the complaint know for the sake of the poor workmanship, and the nuance of having to repeatedly follow up with them and constantly point out the obvious faults in their work.  I will upload a complete quote of said faults tomorrow 
 
 Complaint: 11849798
I am rejecting this response because:
Regards,
Evan Beegle

Dear **, [redacted],
This letter is in reference to [redacted] complaint against Safford Chrysler of [redacted].
We received **. [redacted]’ 2011 [redacted] truck on Saturday 01/18/14 at 1:06 pm.
The truck was assigned to a technician first thing in the...

morning on Monday 01/20/14. The technician assigned to the vehicle determined there was a noise in the engine from the camshaft and lifters. The following day, Tuesday 01/21/14 the parts for his truck were ordered regular order. To try and expedite the parts we reordered them on 02/07/14 as special handling. Unfortunately, the parts were on a national back order status; we tried to obtain them from another dealer. We were able to find one set of the parts needed at one dealer, but they were unable to sell us the parts. Finally, on 2 18 2014 we received our parts order and started working on the truck. After removing the camshaft we found that the engine had more damage and needed to be replaced. We have ordered a complete engine and should receive it on 02/24/14 and resume repairs.
In Regards to using **. [redacted] parts on another truck, we explained that we had two trucks down with similar issues and needed the same parts. The first customer dropped their truck of on 01/15/14 and the parts were ordered on 01/17/14. We did not finish this repair until 02/18/14 due to the same national back order parts. I have contacted [redacted] over the rental issue and am waiting for there response.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Dear **. [redacted]Safford of Winchester has reached a complete satisfactory agreement with [redacted] on the repair of his front differential on his 2007 [redacted] Truck, He has been reimbursed all of the cost to repair the truck and any rental car coverage,Please feel free to contact me if there are any other questions regarding this issue.

Dear **. [redacted]This letter is in regards to [redacted] complaint against Safford [redacted] of Winchester.We received **. [redacted]'s truck on 02/26/14 it was towed to the dealership with the front differential locked up. I gave the truck to a factory trained...

[redacted] technician for inspection. We found that **. [redacted] had put 6340 miles on the truck since we serviced the differential. We removed the inspection plug and found the fluid level was full and the fluid was clean. We removed the differential cover to determine the root cause of the failure. After inspecting the truck we found that the pinion bearing had failed and had seized to the pinion shaft, the ring and pinion gear set did not show any unusual wear and did not show any heat issue. At this point we gave **. [redacted] the estimate to repair his truck and he gave us the authorization to go forward with the repair.On or about 03/13/14 1 was contacted by **. [redacted] he requested to have a meeting with me to discuss the repair on his truck, I meet with **. [redacted] and his wife; they informed me that they had contacted [redacted] and ask for some assistance in the repair of their truck. [redacted] told the [redacted]'s that they would not help them with the repair. They also told me that they had used the ** product and it came with a warranty. At this point I called my ** rep while they were sitting in my office to go over the issue. We found that they had gone over their warranty miles by 2114 so ** would not assist in the repair. I explained to the [redacted]'s 1 would contact my [redacted] rep on their behalf to see if he was willing to help. 1 was able to get [redacted] to contribute $1200 towards the repair as goodwill.To conclude it is unfortunate that the [redacted]'s had a bearing fail on their truck but this was at no fault of Safford of Winchester. This is seven year old truck with 96231 miles on it and there is no way to determine when a part will fail,

size="3"> Safford worked diligently with the insurance provider and has addressed every legitimate concern the owner has had. Owners insurance provider has approved the completed repairs and even stated they were performed above industry standards with no further action needed.
 
On 12/01/2016 we informed the customer he can take the vehicle to another shop to meet his additional needs. Owner contacted Safford on 12/05/2016 for additional repairs to be completed at another repair facility and how to handle payment. Safford advised the owner to contact his insurance provider for further instruction. Safford and the insurance provider feel no further repairs are warranted at this time as owners insurance provider has approved the vehicle repairs as complete.
 
Safford is not willing to pay or repair anything further unless instructed by the insurance provider.

Dear [redacted],
The...

[redacted]
purchased a 2014 [redacted] from us on 11/3/14.  From the initial meeting to
the final delivery of the vehicle it took multiple days.  After reviewing
different [redacted], they chose a vehicle that met their needs and
budget.  The [redacted] was not at this location, although we were happy to
get it for them.  When getting a vehicle from a different location, we
review the manufacturer’s window sticker with the customer of the vehicle
they are purchasing.  Attached is the Window sticker that was reviewed
with the customer by the sales consultant (Jamie) and the Manager
(Robert).  The following day the vehicle was picked up by [redacted] after
Jamie went over the vehicle with him.  [redacted] did notice there was not
a cargo net in the [redacted] when reviewing the rear of the vehicle, and Jamie
informed him that was part of a package not on his vehicle.  He
understood and went on his way.
Our website
did have an error that stated a CD-Player in a comment section and we
appreciated the customer bringing it to our attention.  Our website does
have a disclaimer "* Images, pricing and options shown are examples, only,
and may not reflect exact vehicle color, trim, options, pricing or other
specifications."   A CD-player was never mentioned during the
customers purchasing process, even when they built a [redacted] on the [redacted]
website (attached) that gave them the option to select a CD-Player ($195)
when configuring the vehicle.
Our website
never mentioned this specific vehicle had a power lift gate and we have not
found any errors to substantiate the claim.  However, the eco-green
[redacted] they test drove here did have that option.  Because customers
look at many vehicles, this is the reason we review the manufacturers
window sticker with the customers prior to purchasing a vehicle not at our
location.
I understand
the conversation between [redacted] and Robert did not go well, but he did
offer to split the cost of the navigation upgrade with the [redacted]
was going to talk to her husband and get back to us. It was not Robert’s
intention to disrespect [redacted].  
We provided goodwill assistance and upgraded the [redacted] radio to have
navigation, a $600 value, yesterday, 12/17/2014.
If you have
any questions, please contact me at [redacted]
Sincerely,
Jon F[redacted]
General
Manager

Review: I have been using this shop to service my [redacted] since it opened. I bought my truck from the dealer that was previously at this location. I had the driveline service done at 15k, 30k, 60k and 90k. The 90k service was done by this dealership. At only 96,300 miles, I was in town going 25 MPH, I heard a howl from the front that lasted about 2 seconds then the wheels locked up and it skidded to a stop. The truck, although running would not move. I had the truck towed to this dealership. The tow truck driver had to literally drag the truck up onto the tow truck. I got a call from [redacted], the service advisor the next day. Their diagnosis was a seized ring and pinion at a cost of $2,650. They also mentioned they thought it was wear and tear, which I do not agree with. You see, a well maintained FRONT DIFFERENTIAL on a heavy duty truck with less than 100,000 miles on it that is pampered and not used commercially or off road, nor engaged in 4WD more than twice per year should not have this issue. A front differential doesn't have to work very hard unless the vehicle is in 4WD. I was told by [redacted] the ring and pinion got so hot that they fused together! The tech had to use a welding torch to cut them out of the differential! I took the parts and consulted with two highly qualified individuals, one with 37 years in automotive repair and another who is a mechanical engineer and has restored cars for 45 years. Both concur with me that this was caused by lack of lube or lube levels that were too low. Heat is caused by friction and proper fluid levels should prevent heat build up and thus prevent parts from seizing. This kind of damage does not happen under normal wear and tear. If it was wear and tear, there would have been prior noise and vibration for weeks before actual failure! I had no prior warning. If this happened at highway speed, I am convinced there would have been a accident and perhaps a injury or worse. [redacted] LLC has agreed to reimburse $1,200. Safford should cover the rest.Desired Settlement: I would like Safford of Winchester to cover the cost of this repair $2,650.82, since all indications point to service error. The differential was not properly serviced at 90k miles. There was either little or no fluid in the differential. LESS the $1,200 amount [redacted] LLC has agreed to reimburse. I would also like to be reimbursed for the rental vehicle I had to rent for the first of two weeks while the truck was in the shop, which cost $372.92. Total requested refund would be $1,823.74

Business

Response:

Dear **. [redacted]This letter is in regards to [redacted] complaint against Safford [redacted] of Winchester.We received **. [redacted]'s truck on 02/26/14 it was towed to the dealership with the front differential locked up. I gave the truck to a factory trained [redacted] technician for inspection. We found that **. [redacted] had put 6340 miles on the truck since we serviced the differential. We removed the inspection plug and found the fluid level was full and the fluid was clean. We removed the differential cover to determine the root cause of the failure. After inspecting the truck we found that the pinion bearing had failed and had seized to the pinion shaft, the ring and pinion gear set did not show any unusual wear and did not show any heat issue. At this point we gave **. [redacted] the estimate to repair his truck and he gave us the authorization to go forward with the repair.On or about 03/13/14 1 was contacted by **. [redacted] he requested to have a meeting with me to discuss the repair on his truck, I meet with **. [redacted] and his wife; they informed me that they had contacted [redacted] and ask for some assistance in the repair of their truck. [redacted] told the [redacted]'s that they would not help them with the repair. They also told me that they had used the ** product and it came with a warranty. At this point I called my ** rep while they were sitting in my office to go over the issue. We found that they had gone over their warranty miles by 2114 so ** would not assist in the repair. I explained to the [redacted]'s 1 would contact my [redacted] rep on their behalf to see if he was willing to help. 1 was able to get [redacted] to contribute $1200 towards the repair as goodwill.To conclude it is unfortunate that the [redacted]'s had a bearing fail on their truck but this was at no fault of Safford of Winchester. This is seven year old truck with 96231 miles on it and there is no way to determine when a part will fail,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: **. [redacted] is just restating what has already been discussed by us and it is apparent that Safford has no desire to bring this up the chain of command and investigate the matter further without legal request to do so. There is not any person at Safford that can explain to me how and/or why this happened. The only answer I receive is that it was wear and tear. And I was told directly by **. [redacted]'s own service advisor, [redacted] that this WAS a heat related failure. The ring and pinion WERE FUSED TOGETHER! and the technician had to cut it out with a welding torch according to the service advisor. **. [redacted] has stated HE did not say this but his service advisor did! Through my own research and review and input from two highly qualified individuals, one with 37 years in the automotive repair industry and one who is a mechanical engineer, owner of his own business as a gauge developer and who has restored all kinds of vehicles for over forty years (Letters from both are attached) it is with great confidence that I can state that this kind of failure simply just doesn't happen for no reason other than wear and tear. Especially on a vehicle that has been well maintained and in a FRONT differential that is not used in a 4 X 4 vehicle unless the conditions warrant for the 4 X 4 system to be engaged. Vehicles that are 4 X 4 capable are mostly operated in rear wheel drive mode. For two parts to fuse together, there has to be HEAT. Friction causes heat. IF there was proper fluid levels and good fluid in the differential, this would not have happened. In my 30 plus years of driving and speaking with everyone I know, not one of us has ever experienced a differential failure. Even those who don't maintain their vehicles as well as I do! You do not witness vehicles on the road whose wheels have locked up WHILE IN MOTION especially! If that were the case, there would be a lot more accidents and the manufacturers would be forced to correct the situation by the National Highway Transportation Safety Administration! Differentials are one of the last components on a vehicle that would just wear out. And even if they do start to wear out through normal wear and tear, there would be noise and vibration for weeks, if not months before actual failure. And even then, it is highly unlikely the wheels would lock up while in motion! This was a $47,000 vehicle brand new. It is a HEAVY DUTY pickup truck supposedly. It is well maintained. And yet, **. [redacted] states that it's 7 years old and has over 96,000 miles on it as if that is a factor for this failure. That is plain rubbish! There are thousand upon thousands of vehicles on the road that are older and with many more miles than this that have not had such a catastrophic failure. Again, if this did happen more regularly, the vehicle manufacturers would be forced to correct it! And because this event happened just a little over 6,000 miles beyond a routine differential service performed by Safford, I can only deduce the service was not performed correctly for some unknown reason. I have stated my case as thoroughly as I can and have requested further compensation out of goodwill in my original complaint that has not been recognized or addressed. I consider this matter still unresolved.

Regards,

Business

Response:

Dear **. [redacted]Safford of Winchester has reached a complete satisfactory agreement with [redacted] on the repair of his front differential on his 2007 [redacted] Truck, He has been reimbursed all of the cost to repair the truck and any rental car coverage,Please feel free to contact me if there are any other questions regarding this issue.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: The vehicle that we purchased showed online that it came with a cd player and a hatch that had a power lift gate (the hatch would be able to raise or lower without manually doing it).The VIN number and description on the website showed that this was to be on the vehicle. However, it did not. They claim that they have a third party that does not always accurately put in the advertising correctly. When I questioned the sales person(Jamie Beans)in an email he sent the message to the manager (Robert ?) who called me and claimed that they wanted to try to make it right and offered me to come up with a resolution. I told them that they could think about it and get back to me. Three weeks later I emailed Them to see about adding a Navigational. No Response-2 request. My wife ([redacted]) went to the dealer ship 12-6-2014 for an oil change and asked about putting in the Navigational system. Robert (the Manager) pretty much was very disrespectful and offered to throw in 4 free oil changes (approx value $60-$80). The Value of what was not included in the advertised vehicle is $1500-$2000.I tried to be nice but feel that they are not going to respond properly unless they are reported for their inaccurate online reporting of their inventory and what may or may not be true with a vehicle.Thank you,JeffDesired Settlement: I would like to have them install a navigational system, or refund the difference of the CD Player and the Hands free Hatch ($2000).

Business

Response:

Dear [redacted],

The [redacted]

purchased a 2014 [redacted] from us on 11/3/14. From the initial meeting to

the final delivery of the vehicle it took multiple days. After reviewing

different [redacted], they chose a vehicle that met their needs and

budget. The [redacted] was not at this location, although we were happy to

get it for them. When getting a vehicle from a different location, we

review the manufacturer’s window sticker with the customer of the vehicle

they are purchasing. Attached is the Window sticker that was reviewed

with the customer by the sales consultant (Jamie) and the Manager

(Robert). The following day the vehicle was picked up by [redacted] after

Jamie went over the vehicle with him. [redacted] did notice there was not

a cargo net in the [redacted] when reviewing the rear of the vehicle, and Jamie

informed him that was part of a package not on his vehicle. He

understood and went on his way.

Our website

did have an error that stated a CD-Player in a comment section and we

appreciated the customer bringing it to our attention. Our website does

have a disclaimer "* Images, pricing and options shown are examples, only,

and may not reflect exact vehicle color, trim, options, pricing or other

specifications." A CD-player was never mentioned during the

customers purchasing process, even when they built a [redacted] on the [redacted]

website (attached) that gave them the option to select a CD-Player ($195)

when configuring the vehicle.

Our website

never mentioned this specific vehicle had a power lift gate and we have not

found any errors to substantiate the claim. However, the eco-green

[redacted] they test drove here did have that option. Because customers

look at many vehicles, this is the reason we review the manufacturers

window sticker with the customers prior to purchasing a vehicle not at our

location.

I understand

the conversation between [redacted] and Robert did not go well, but he did

offer to split the cost of the navigation upgrade with the [redacted], [redacted]

was going to talk to her husband and get back to us. It was not Robert’s

intention to disrespect [redacted].

We provided goodwill assistance and upgraded the [redacted] radio to have

navigation, a $600 value, yesterday, 12/17/2014.

If you have

any questions, please contact me at [redacted]

Sincerely,

Jon F[redacted]

General

Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I took my 2011 [redacted] in for repairs on Saturday January 18th. I was called by the dealership on Tuesday January 21st with a diagnosis and estimated time of completion of 1 week because of ordering the parts. Today is Monday Feb 10th and they still haven't received the parts to fix my truck. I was told at one point that they didn't have any gaskets made and needed to wait until they were manufactured before they would receive them. I was told on Friday Feb 7th that the parts were found at a dealership in Connecticut and should be in on Saturday and that the repair would take a few days itself. I called the dealership at the end of the day on Monday Feb 10 and was told that the parts had arrived, but had been used to fix another customers vehicle with the same issue. I cant prove that my vehicle was there first, but it has been there for over 3 weeks now and if somebody else had the same issue before me, they would have known the situation with the parts and my vehicle. I was told that they hope to receive my parts in the next few days. That puts my total repair time at over 1 month(assuming it gets done at all) not to mention that I also have to pay for a rental car for this time frame.Desired Settlement: I don't know how to resolve this. I have a lifetime warrenty so the repairs are covered (probably why the used my parts for another vehicle) I would like to be refunded for the rental car at the very least

Business

Response:

Dear **, [redacted],

This letter is in reference to [redacted] complaint against Safford Chrysler of [redacted].

We received **. [redacted]’ 2011 [redacted] truck on Saturday 01/18/14 at 1:06 pm.

The truck was assigned to a technician first thing in the morning on Monday 01/20/14. The technician assigned to the vehicle determined there was a noise in the engine from the camshaft and lifters. The following day, Tuesday 01/21/14 the parts for his truck were ordered regular order. To try and expedite the parts we reordered them on 02/07/14 as special handling. Unfortunately, the parts were on a national back order status; we tried to obtain them from another dealer. We were able to find one set of the parts needed at one dealer, but they were unable to sell us the parts. Finally, on 2 18 2014 we received our parts order and started working on the truck. After removing the camshaft we found that the engine had more damage and needed to be replaced. We have ordered a complete engine and should receive it on 02/24/14 and resume repairs.

In Regards to using **. [redacted] parts on another truck, we explained that we had two trucks down with similar issues and needed the same parts. The first customer dropped their truck of on 01/15/14 and the parts were ordered on 01/17/14. We did not finish this repair until 02/18/14 due to the same national back order parts. I have contacted [redacted] over the rental issue and am waiting for there response.

Review: My wife received a phone call to come to the dealership we had purchased her car through to check out deals on new cars. She decided to go and see what they had on 11-23-2013. While there the salesman attempted to work a deal out so that we could either lower or keep the same payment amount but have a new car with no miles (we had a 2012 Dodge Journey which already had 50,000 miles on it). They asked us if we knew how much we owed and we stated to them that we did not know as we did not have any initial intention to purchase a vehicle. They said they would look it up for us. The representative returned and said that their records showed we had financed 33,000 on the previous vehicle but the credit report was not showing what the pay off was. They attempted to contact the bank in which our loan was through ([redacted] Credit Union) but were not successful in contacting them. They then asked how much we had been paying and I stated 570 dollars a month for the last year. They stated if that was the case the payoff should be approximately 28,000 on the vehicle. I agreed being under the impression that the information they furnished was correct. When we went to sign the paperwork for a new vehicle they stated that the amount they were using was an estimate and we would be responsible for the difference if it was more. We agreed only because they had stated that the credit report they pulled showed the financing being 33,000 and that we had payed so much that it would only be a few hundred more than what they estimated if any. I received a call today from the dealership stating that they were incorrect in their assessment and that the payoff was 33,000 and we were to be responsible for the 5,000 dollar difference. I asked them how was that accurate as they had told me the records only showed us financing 33,000. He said it had to be a reporting problem from the bank. I then contacted [redacted] Credit Union in an attempt to see where the error was. They immediately pulled up my credit report (they had it on hand because were refinancing the new car through them at a better interest rate) and stated that it showed us financing 37,000 initially and with a payoff of 33,000 and asked where the dealership had gotten their information. I explained to her what the dealership had told me. She then gave me her phone number and extension and asked permission to discuss the loan with the dealership. I agreed and then immediately called the dealership. I explained to them that she would like to speak with them and I was told "I can call but it will not change the outcome of our situation". I asked why not and was told that the only thing that would come of it is the bank contacting the credit bureau and fixing the mistake on the credit report. I said well they may take some responsibility for the difference. He then reiterated that they will not and proceeded to tell me that they used their information at hand and while a much greater amount we were going to be responsible for it. I then asked for an explanation as to how if they used incorrect information to create a loan for us how we are responsible for their mistake. I was only told "you agreed to pay the difference". I stated to them that yes and while we did agree to this we agreed upon it upon the information that was being given to my wife and I by them at the time. So we agreed to something under false pretenses due to their error. At this point the individual I was speaking with would only reiterate that they went off the information they had and we agreed to pay it. In an attempt to compromise I stated that yes and while we did agree to pay the difference I am willing to pay 3,500 (what we receive back for canceling our additional warranty with them) toward the amount; however because the information that was provided to us was false they should also be responsible for some of it. This was absolutely refused and once again stated that it would not resolve the situation. I told them to put it towards it and contact me with the information for the difference but they will never receive anymore business from me and I would not refer anyone to them.Desired Settlement: That they accept they made a mistake and pay the difference in the loans after the 3,500 dollars.