Sam Swope Mitsubishi

Additional Notes

Complaint: I have had 2 problems with Sam swope one in which they asked me for pay stubs and because I was self employed they asked for tax papers so I gave them my K1 which supplied the income I made last year. They later called and said they needed my personal taxes. In the next few days I received several phone calls from several different people. I started talking to a woman who had helped me get all my papers together then told me my things were complete, this was on June 15. On June 18, my car was repossessed with them stating I refused to send them the information that I was asked therefore they picked up the car. I was told they called, and even though I told them I was talking to someone they said it was not their department I was talking to the wrong person, however never was it clarified to whom I should be talking to. I find this a communication problem on their part. On June 19, tax forms were faxed with a call a head of time asking specifically if this is what they needed by stating it was not signed and was a copy of electronic copy and we were told yes. When they received them they said I had to go IRS and get a transcript of my taxes. This required me to take off 3 hours of my day losing $360, in income because they did not communicate what they needed in the beginning so I could do it in my own time. They continued to defend their actions even though they did not communicate them to a customer. There statement, "This is how we do things here." Just because they know the protocol does not mean the customer does. The second problem I have had the car less then 30 days when it broke down in Alabama. I spent $582 getting it repaired plus hotel cost on something they should have caught before the sold it. I was told when I came back they would not cover the warranty because it was not down at their building. "That's just how we do things" again as a customer I don't know that is how they do things. They pushed the warranty when I went to buy that the warranty would cover any breakdowns. I received no papers regarding the warranty except for a small flyer stating what sam swope will do for you. I just bought the car and am suppose to title it in my name tomorrow but I am nervous about doing this. I don't want to work with a company that can not communicate with customers or with each other. I need a car and this is my first time dealing with this type of company and the only reason why I have to is because I had some very serious health problems 2 years ok that created some major problems in my financial area. I have not had a car in over a year and now would like to have a good experience. also went to make a payment and they could not find it. Somehow it was placed under my middle name and not my last name.

Desired Settlement: I would like for them to have a more clear communication process in their organization so this does not happen again. I realize with me being self employed it is different than most but it may still happen again. I also would like to be refunded 250 for the repossession fee, as well as the 582 for the amount of work that had to be done to my vehicle. I am not asking for additional expenses that have occurred but only the basics. I also believe that they should call the person the day they are to repossess a vehicle so that any errors or problems can be worked out. My last communication with them was on Friday in which I was told that everything was good. I received no calls on Monday stating there was a problem and they would be picking up my car. I had 3 other people that I had told them about the company the first week I bought the car that were going to go there to also purchase but now will not due to my problems that I have had. I really do believe they need to work on their communication problems.

Business Response:

August 9, 2012

Mr. Randy Suffens

Better Business Bureau, Inc.

844 South Fourth Street

Louisville, KY 40203-2186

***** ***** * *** * ******* * ************

Dear Mr. ********

Ms. ***** and I were finally able to speak about her concerns today.  She expressed her concerns about communication, and I explained we would use her experience to help our staff further improve.  To address her mechanical issues, I have offered to reimburse her for those repairs covered under her warranty and waive the $100.00 deductible.  She will e-mail the repair invoices for our records. 

Concerning the repossession fee, we agreed there was responsibility on each side.  I agreed to reduce her payoff or take that amount off the end of her loan.  She will receive an email which contains this agreement.

After our conversations, she felt we had addressed all her issues and was pleased with the outcome.  Should you need any further assistance on this matter, please feel free to call me and thanks as always for your assistance.

Sincerely,

**** ********

Vice President

General Manager/General Acceptance, LLC

General Manager/Sam Swope Mitsubishi

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved