Complaint Category: None of the Above - Sales Complaint Issue
Complaint: It was implied that our credit was "not so great" and given an APR of 15%. RIDICULOUS.
We were told I could not be a coowner on the car. They refused to even run my credit at all because i'm a homemaker.
ALl of this was found out to be LIES when we purchased another car at a different dealership. Who managed to give us an APR of 2.9% on a used car. The other dealership had no problem putting my name as the cosigner on the auto loan.
They lied about my trade in. I TOLD THEM it was a stick shift, they told me they could give me 2-3K for it knowing this, and then when it came time to crunch numbers, magically that number had fallen to $1000 because they "didn't know it was a stick shift"
The online price was not honored because we were not USAA members- however we were told by the manager AND our salesman that the online price would be honored. And then it wasn't.
High pressure sales tactics were also used. They attempted to sell us supplementary insurance that our home owners and auto insurance already covers. (Gap insurance for the auto loan) When we declined they kept rebutting and rebutting.
They knew we were exhausted and just kept attempting to sell us more stuff. We repeatedly told them we could only afford a certain monthly payment and they kept attempting to add stuff on- had we added on EVERYTHING they recommended, our monthly payment would have been more than double the payment we could afford.
They tried to sell us supplementary insurance for features that THE CAR DOES NOT HAVE- the car does not have automatic locks/key transponder and they insisted we MUST purchase insurance to replace the keys should they get lost. And they did not take no for an answer, and finally FORCED us to purchase it for "an extra $4 a month".
Initial Business Response
We have no records of ******** **** purchasing a vehicle but I did locate ****** **** at the same address. I'm assuming this is the deal in reference. In reference to to interest rate we offer financing as a convenience to the consumer. I've attached a document reflecting a rate of 9.69% almost 5 points less. I'm assuming this is the deal in question because I have no ******** on file just ******. As far as another dealer getting a better rate, 2.9% offers and 0% rates are special subvented programs that aren't on a Chevrolet Spark. Our online prices do reflect ALL applicable rebates like every Chevy dealership in the North Central region and you do have to qualify for several. Most of the time this is explained before a clients arrival and I apologize if it wasn't. USAA is an qualifying incentive and we do need a copy of your insurance card to redeem the rebate. I apologize if you feel we used "high pressure" tactics in the finance office but it's their responsibility to offer any and all products that are available to purchase. Nobody is required to purchase any and it's strictly voluntary. We have a process that we adhere to every time a guest consumates a purchase. We are compliant with the law and best business practices in our industry. I'm more than happy to offer you 3 free oil changes for your inconvenience but we cannot refinance your loan nor we're you given a rate of 15%. (See attached) Please have ****** **** call at XXX-XXX-XXXX. I'm responding to the BBB as per our agreement and we are not in violation of any privacy laws because we are not dealing with consumer directly this is a third party involved. Thank you and I do aplogize for any inconvenience you may of had. If you like we can also offer a refund on any and all items purchased in the finance office. Have ****** stop by and we'd be more than happy to process that request and give him the service vouchers for any troubles. Thank you, *****
Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
Fine, i was wrong on the APR. Sorry about that but I was not wrong about the other things:
I flat out asked the manager IN PERSON IN THE DEALERSHIP when we looked at the car if you would "honor the internet price" the answer was a simple "yes of course" not "if you have USAA insurance" "if you are a veteran" etc. I was told by one of the salesmen that that price was to "get people in the door". Which from my understanding is still legal because its not bait and switch technically but its still completely reprehensible.
And of COURSE my name is not on the vehicle, you refused to allow me to purchase it. Or even put me as co-signer on the loan. Claiming it was "illegal" to put me on as a co-signer on the loan because I'm a stay at home mom and have no income.
And if your process involves not taking "no" for an answer, i **** continue to warn my friends to stay away from your dealership. Because you repeatedly refused to take no for an answer, even though we repeatedly said "we are not interested in any other supplemental stuff, lets get on with it" We also told you folks that we could not go above a certain amount on our monthly payments. You all seemed bound and determined to make sure we doubled that.
Offering supplemental stuff for a car is one thing, but we literally had to fight you guys to decline EVERY single thing we were not interested in.
Final Business Response
Ms. ****, I apologize for any inconvenince and If you'd like to discuss this further I can be reached at XXX-XXX-XXXX. The deal was consumated on 9/23/2013 and we cancel the Multishield warranty you purchased for $399 dollars. You will get a pro-rated refund that will go directly to the lienholder to reduce your payoff balance. You'll receive a refund but your payment will not lower. Your current payment is $210 dollars a month which is significantly lower than most payments we see. Again, I can't attest to your original budget or what it was, but I can assure you your deal was fear and we can cancel the cosmetic insurance that you did not want. To address the issue as far as price you do have to qualify for certain rebates and USAA is one of them. We adhere to state law and GM's advertising practices. In closing, I'd be more than happy to cancel the "extra" Multishield protection you purchased. We cannot control financing decisions but know most banks if not all the ones we use will not give you a car loan with no income or employment. Nonetheless, we can only offer financing on an initial purchase our agreements with lenders will not let us refinance existing auto loans. Please email me at ******@BillKayChevrolet.com or call me at XXX-XXX-XXXX to discuss the cancelations of the Multishield. ****** will have to call because the only person who can authorize this is the owner of the vehicle. Again, we apologize for any inconvenience you may have had but we do our best to make sure everyone is completely satisfied. *****
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm only hitting no because i need to get in the last word.
I emailed you personally over a week ago after i complained on your facebook page. I I got absolutely no response. It took filing a BBB report to get ANY response from you. So I doubt that my email would even get a response.
You do NOT follow GM's practices, because I never had this issue with Saturn. lMy father in law purchased a chevy from another certified chevy dealership and did not go through this rigamarole. In fact, he told me yesterday that he wished he would have said something because he knew we were getting taken.
You also never addressed the complaints I had about my trade in. That's NOT GM's practice either. To tell me one thing ($3k-5K) and then give me less than 1/3 of the estimated trade in value of the car.
Furthermore, the implication that i am angry about the fact that you refused to give me a loan because i'm "unemployed' is missing the entire point. BECAUSE you refused to even just put my name on the car, or loan, even as a "co signer", you are now implying by your response that I am not entitled to complain and that my husband must call instead. I cannot even call to make a payment on this car!
Furthermore the claim that our payment would be a lot more at another dealership is false. We purchased a second vehicle less than a month ago that the total loan amount was around 14K- three thousand more than the amount of the loan on the spark and our payment on that car is a mere $20 more than the payment on the spark.
I am not going to accept your offer simply because the scotch guarding was already done to the car and unlike your dealership, I am going to be fair and not request a refund for an item we have already received.
Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.