Van did not have the features that I was told it did. Service dept. "forgot" to fix something that was in the contract.
I purchased the van on 11/21/12, the day before Thanksgiving. I live in Harvey and was only in town until 11/23/12. The bank I was using, ********************, was closed, so the paperwork was to be mailed to me. I talked to the salesman, *************, on the phone to work out most of the details ahead of time since they were closing and I was only in town for a couple days. The van I was driving had power side doors and back hatch, and I told him I needed these features on my new van because I have 3 children and used them frequently. He assured me that the new van also had these features. When I arrived, the business was having a party in the back and the employees were drinking. I did test drive the van, but I did not check the back hatch. The key to the van had the buttons on it for all the power doors, and I took Austin's word for it that the van had a power back hatch. The battery was dead before the test drive, so we put in the contract that this would be taken care of at the time that my dvd player was to be installed. The sales dept scheduled the appt for me, and I made the 110 mile trip on the day they told me. Meanwhile, I tried using the button on the key to open the back hatch. The lights flashed like it was going to open, but it didn't. When I took the van in, I mentioned it because I thought it needed to be repaired. The service dept called me to tell me the van in fact DID NOT have a power back hatch as I was told prior to purchasing it. I immediately called the owner, ******* Dvorak. He told me they would get me into a different van within 30 days or get a power back hatch installed. I have been in constant contact with them, but they still have not done either as promised. It is now 2/25/13, over 3 months since I was promised I would be in a different vehicle. In the last 3 months, the back driver door has gone out, the rear windshield wiper arm had to be replaced because it did not touch the window, the back seat belt did not work and I was forced to drive with a 3 year old unbuckled, and the battery was not replaced as stated in the contract, so I was unable to retrieve my children from Bismarck as scheduled. I was stranded in Harvey for an entire day while the dealership here took care of the problem that Dvorak was supposed to have already done. Dvorak did pay for the service, but I was still unable to get my children or drive PERIOD for the entire day. The dealership here in Harvey had a hard time getting a hold of the manager, *****, in the service dept at Dvorak. They refused to release my vehicle to me until they reached him and he paid them for their service. This is the second vehicle that I have gotten from Dvorak, and I had nothing but problems with the other one, too. I was in labor with my daughter when I signed the contract for the other van, and the sales dept kept pressuring me to stay "5 more mins and they could get the contract done." I delivered my daughter a few hours after signing the contract. When I picked the van up after being discharged from the hospital, the check engine light came on as I was leaving their parking lot! I immediately called them from my cell phone and was told they would take care of whatever the problem was. I had the van in over a dozen times! 8 times I was told a new alternator was put in, which I highly doubt. I know for sure the manager at that time, ****, charged my extended warranty company for work that was not done. He told me this was "the only way he could get the work approved." I figured since the first van was such a headache, they would work with me to get me into a different, reliable vehicle, especially since I have three kids, one of whom is an infant. They have let me down time and time again, and now tell me that they have a van for me, but I have to finance another $4700! I paid $11,300 for the van I'm driving now, and the new one has an NADA value of $11,950. I will not finance $4000 for a van worth $650 more than the one I'm in now.
I would like a full refund and I will take my business elsewhere. The only other option I would consider would be to pay the $650 difference in the vehicles and get the other van, pending a clean Carfax, examination by a mechanic, and test drive that does not indicate additional problems. I was told they check their vehicles before selling them, but I looked at another van on their lot that also had a broken seat belt, so I don't believe they examine them closely. This is a MAJOR safety concern, so I would request the van be looked at by a different service shop of my choice.
Business' Initial Response
In response to her complaint, we at dvorak motors pride our selves in taking care of our customers. We have addressed her concerns and tried everything we can to fix her issues. She had plenty of time to inspect and go over the vehicle for its conditions and its options before she signed any paperwork. I wish it was possible to make a 100% of our custumers happy a 100% of the time, but every once in a while a customer gets buyer remorse and no matter how much we try we cant make that person happy.
Consumer's Final Response
I would also like to add that I did not have "plenty of time to inspect the vehicle" as Dvorak stated in their response. I was actually pressured into speeding the deal along because they were having a party in the back for Thanksgiving and they were closing. I am also from Harvey, ND, and Dvorak is in Bismarck. They pressured me into purchasing the vehicle before I returned to Harvey. They did something similar with the previous vehicle I purchased from them. I was in labor with my daughter and told them multiple times that I needed to leave, but they kept saying, "Five more minutes! The paperwork is almost done and then we just need your signature and we can get the van ready while you're in the hospital." I delivered my daughter only a couple hours after leaving Dvorak. This time, I was alone with my 2 month old son, who was crying and hungry, and they kept pressuring me to purchase "a reliable vehicle" since I have three small children.