Did not want 2 accept our financing.Ranned credit 5 times, we promised 2 only. Caused my scores to drop. They Lied & was out to get us 4 no reason.
We were an easy buyer, we looked up the vehicle on line called they still had it went right there and only looked at the one vehicle. After we had agreed on the price and the deal. We at that time let them know we had our own financing. You had to be there to see the looks on there faces.The sales person Tony, supposing wrote down the price I had shown him on my pad that we would agree to and then we were to sign it, left out one of the numbers, I noticed it but got side tracked when signing it and forgot to ask him about it. When he came out, he had written a zero behind the number and that's when I said to him that is not the number I told you,he said oh yes it is, I took out my pad and showed him, ,then he said **** the other sales person notice it in the office and that he realized that he didn't write but 4 numbers down, the said but I put it in and you had already signed the offer. Well from my background, that constitutes a counter offer. So he says well if it's goes any lower then that it won't be a deal but I was all in and wanted the truck. Then lo and behold he brings out the Carfax paperwork. 3 owners in the last 2.5 years? why so many owners.. Oh he had stories, but then again. Then he went back in and came back out to have us initial the Carfax.It was red flag and talked it over a while and then said ok. When negotiating the deal they came out there with a rate and a payment just assuming that we were not viable buyers and would fall for that. after we made the deal. we didn't want to fill out application because we told him we had our own financing. Salesman turns red and says we duped him. Then a***** came out, I guess he got mad when I teased him about not liking guys named*****, But I really was teasing. Well***** came out for what reason I still don't get. he told us that he wanted to have the opportunity to beat the interest rate that we had for our outside financing.( We Wonder why that is important?) At first we said no because we didn't want my husband ranned again. He told us he was only going to do 2 lenders in which he knew would give us a whole point lower than what we had through then the bank we came in with. He went into this long story about no such thing as a soft pull and that it would only be 1 point off our credit and the 2 places he knew would more than likely do it. I asked him are you sure there is no such thing as a soft pull on your credit he said yes he was sure. I laughed because I knew better. I work with peoples credit every single day & knew he was lying. . But against our better judgement we decided to go with it. a whole point lower, let's do it, right? Well they kept us there another 45 minutes. by the time we get back to the finance guy, he tells us that he doesn't understand what they were trying to do with us. He started quoting us the same rate we already had, and they ranned it to not 2 banks but 4 banks. We were out done and totally offended. The guy read my husbands scores and my husband hit the roof!***** lied to us. The finance guy even said and I quote "Well we usually do a soft pull to look at the credit before we send it off"! so that means a total of 5 hits on his credit. That's when my husband really got mad & me too;***** LIED and I knew he was not telling the truth. We walked because of the dishonesty and There was some reason they wanted us to go through their financing and not use our own. Who turns away willing and able buyers with their own finanicing?. It makes me really think about all the people they have done this way and not knowing, and the fact that they do so much volume. how long before we see them in the news. We think the there should be an investigation into there practices and placed in the media.
They should sell us a truck just like that one for the price we were willing to pay. If not then we would like them to be investigated for mishandling, and misleading customers and some type of compensataion should be given us for being lied to and the hits on our credit and we would like for every inquiry they put on out credit to be removed immediately.
I am responding to the potential consumer's complaint related to sales practices. It appears from interviewing my employees and manager's that this person was the real source of the problems and not my people. Below, I will insert the comments made by the potential customers and my response. Since we never consummated a deal, there really is nothing I can do for them to help their feelings towards us. I must say though, that after they filed this complaint with the BBB, they re-contacted us to attempt to rekindle that deal we discussed with them. Unfortunately, we had already sold the vehicle that they wanted. And to be honest, I would not have wanted to sell it to them anyway, after my findings.
First complaint, the vehicle had three owners. We told them and showed them that it did. We were simply relaying the facts about previous ownership, nothing was hidden or misrepresented.
Second complaint, the sales person changed the price that the customer offered. This is untrue. The sales person wrote down the customer's offer which was $27,500 as $2,750. When the salesperson went to see the sales manager he noticed his error and added the 0 that was left off. We DID NOT CHANGE THE OFFER, we corrected the salesperson's error. Who would expect a business to sell a vehicle that the customer offered $27,500 for, for ONE TENTH of that amount? It was a simple error corrected by the person that made the error. I do not understand why the customer made an issue of this.
Third issue, the customer was combative and was rude to my manager, while he was simply introducing himself. As far as why he came out, he wanted to try and gain the financing ( we earn a commission from lenders)while saving the customer both time and money. He thought that if he could get a lower interest rate for the customer, they would be happier customers and could take the vehicle that day, without having to go back to their bank. And we would earn a commission from the lender it was placed with.
Next complaint,***** lied?***** told the customers that we would have to pull their credit and that it would show up in their credit file. The customer then suggested that we do a "soft pull" of the credit so that it would not show up The truth is and they don't want to believe it, is that Car Dealers DO NOT HAVE THE ABILITY TO DO SOFT PULLS. OTHER businesses do, but not us.***** told them that and they simply don't want to believe it. And choose to label him a liar, because they don't believe that Car Dealers CAN NOT DO SOFT PULLS.
Next issue, the customer is upset because we sent the application to four lenders. They think that each lender it is sent to affects their score. The truth is, their scores are not affected by sending an application to as many as five lenders. But on the sixth lender it can affect their score. They mention that the husband got upset when he saw his current score. Well, the one he saw was the same one that he walked into the dealership with, because the four we sent DID NOT AFFECT his score. That is why we sent it to four lenders and not six. How can we be responsible for the husband's score.
All in all, I think we and the people that filed this complaint are better served by NOT doing business than if we had done so. I am glad that they elected NOT to purchase from us.
I really don't know where else to go with this complaint, except to apologize for anything that upset them while they were at the dealership and wish them good luck in their search for a vehicle.
And as mentioned in the opening comments, they contacted us after this complaint was filed to try and come back and buy the vehicle.
(The consumer indicated he/she DID NOT accept the response from the business.)
We did contact the dealership, not to rekindle the deal at all. There was no way we were considering purchasing from them at that point so That is not true and It was never ever stated that that is what we wanted to do. I called to speak first to the finance manager because I was so disturbed by what went down and just wanted clarity as to why they would not even look at our financing packet to see what bank we had or anything of the sort so They didn't even know what the score was so how can they say that he walked in with it, and then I called to speak to the Owner of the dealership to find out why would they treat a buyer in such a way. as to the 3 previous owners of the vehicle we just wanted an explanation but they couldn't explain it and I will admit, they probably couldn't and just should have said they didn't know. The price was changed, that's the issue. Not that we planned to get it for 1/10 of the price, but he changed it! Not in front of us and though it was 27,500 he came back out at 27900. doesn't that constitute a counter either way? That's my point with that and my issue was that he told me that what I agreed too. Tony was great, so no problem with him.***** the sales manager got offended period. I was kidding with him about his name, however, I was not combative but had asked questions in response to his responses about what we were asking as I hope every customer does when they want to know something and he lied. He really did. The questions was not a suggestion of a soft pull, but whether or not them pulling it was a soft pull and his response should have been "dealerships can't or don't do soft pulls like other business" as stated in the their response but he said there was no such thing and that is when I said and I quote" Oh really?"and then " you are standing there telling me that there is no such thing as a soft pull?" and he said Yes. It was then asked how many points will the credit take a hit for, he said one. but that is not in their response said that the four they sent didn't effect the score. So who is telling the truth? NOW there was a 3rd contact to the dealership that was made by us from the internet that we didn't realize until the sales person called us back about another vehicle and when we found out it was from this dealership we said to him, and I quote, I'm sorry but you might have already heard about us from the weekend about us walking out of your dealership and we would unlikely purchase from there" the salesman said he had not heard but understood so there was NO REKINDLING A DEAL AT ALL! Now I agree that both parties are better served by not doing business with each other as we went to another dealership who really wanted our business, was happy to actually look at the financing we bought in which by the way was from Bank of America and then nicely explained that they like to be competitive with the rates because of the volume they do with the different banks and actually did what we asked of them and did only two banks to run the credit with. I know about credit, which is why we told***** only two and***** said they were only going to do two, but he did 4 and that is the main reason for us being upset. as you can see in their response it was dishonest. That is what this is really all about, the way everything was done and it just bothered us so badly that we placed this complaint. They never asked to see our paperwork, the salesman actually said to us and I quote "PUT THAT AWAY" So now we know the real reason they come out with those high interest rates as quote " ( we earn a commission from lenders)' SO I wonder how many people have gotten less than they deserve interest rate wise if they came in without their own financing because they get a commission from the lenders. So I will be satisfied educating consumers as I already do especially about this dealership. And will be contacting the CFPB to see if this is an ok practice especially when the public is unaware.. We are happy to say that we bought and is satisfied and not only did the dealership beat the financing we had, but made the bank we had match it and we are happy. So thank you and you can close this complaint.