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Auto Village of Lebanon

Phone: (615) 443-0912Fax: (615) 443-0743

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service1
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
10/16/2014Problems with Product / Service | Read Complaint Details

The owner agrees to fix something until it gets expensive!
The owner had no problem selling me a $20,000.00 truck, and when we found there were multiple issues with the vehicle we approached the owner. We were told he would not help with any of the fixes except the ignition problem. That was fine by us but after the repair facility looked at it he said it was going to be around $3,000.00 to fix. Then all of a sudden the agreement was off. He said to us "after all I had done for you, getting you financed and everything" I was appalled at the blatant running from the problem. Yes it was bought "as-is" however, he is the one that agreed to have it fixed. On top of all that the reason he keeps a good review report is because he asks and begs for everyone he talks to to log on and leave reviews for him. This dealership is a joke.

Desired Settlement
I want him to do what he agreed to do and have the ignition fixed.

Business Response
We are very sorry to hear that the customer is having problems with the vehicle that he purchased a few months ago. We are also very sorry that he felt it was easier to complain about a problem than to take it to the Land Rover dealership to find out what the actual problem is. We are glad he said that we were trying to help with his problem by having 2 local mechanics to check it out. The mechanics had 2 different opinions but the common agreement between them both was that it must be checked by a Land Rover dealership for an accurate diagnosis from someone qualified to work on this brand.

This vehicle is not a vehicle that we usually sell at our dealership. The Customer made repeated requests for us to find him this particular make, model, year model, mileage, and price. The customer sent us e-mails with vehicles that he found on the internet asking me to contact other dealers about purchasing it. He asked us to check other auctions. We spent several weeks of time and hard work searching locally and nationally for this specific vehicle that he wanted. Finally, we purchased the best match we could find. After an inspection was done by ******* ********* the vehicle came to our property and was offered for the customer to inspect and test drive. We asked the customer to keep it overnight for thorough inspection before making a decision to purchase. After inspecting and driving the customer chose to purchase. Several months later his wife his wife found a problem with they key. She even stated herself that she has searched the internet and this is a common problem with Land Rover products and yet they want to blame all the problems on our dealership. So it did hurt for him to say we are a sorry dealership after all the hard work that was put into locating a specific vehicle for him that we would not usually offer at our dealership.

The customer making this complaint stated we agreed to fix the problem but we never had a conversation with him in which we agreed to fix the problem. Auto Village is very proud to offer a 3 month 5 thousand mile power train (power train only)warranty on most of our vehicles and we stand behind the dependability of our inventory. Most other common problems (ex light bulbs, keys, windows, etc.)are at the owner's expense. We will try to help as we did in their incident. This particular customer has no problem with engine or transmission only with the key sticking.

Once again, we are very sorry about the inconvenience. With this customer or any other customer who purchases a vehicle, our goal is to satisfy as many customers as possible. But as everyone knows, with as many customers as we have it will be extremely difficult to please every one but so far we have been successful at it and we will continue to work toward that goal.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealerships response has too many false claims especially where it says it went to two "mechanics" after doing some digging the first mechanic is no mechanic at all! He is some guy working out of a garage at an old shut down lumber warehouse! The truck came back with stains all over the interior from this so called mechanic! The second mechanic is fantastic and is the specialist on all the European vehicles, he told me himself that he knew what the problem was and let the owner of Auto Village know that it would be expensive. The reason it needed to go to Land Rover was not for there opinion but because the parts were "Dealer only" As for the claims that I vigorously had Auto Village looking to get me this vehicle, those are partially true. I asked them twice and then left them alone for months before getting a call that they had purchased one. Keeping the vehicle overnight for "inspection" would have done nothing to change the problem, not really sure what the dealership meant by that. However it is one thing for the key to "stick" as they so kindly put in their response it is a totally other story when you cannot take the key from the ignition AT ALL. Try going shopping and leaving your key in your vehicle and being nervous somebody could be outside stealing it as you walk through the store. Or not being able to lock your valuables up because the ignition will not turn once the key is pulled out. I'd say thats a little worse than a "sticky" key problem. I have been in charge of Service at our dealership for 5 years now and can say that we would never turn our back on a customer like this. They "stand behind the dependability" until it is expensive thats the bottom line. They are right that they didnt have contact with me, however they had contact with my wife and last I checked that is the same thing! Its sad really that they feel there is no wrong in doing this.

01/14/2014Advertising / Sales Issues | Read Complaint Details

Owner, *** ***, high pressrd me to give personal info incl. ss# and ran credit without me ever getting to test drive car. Refuses to give ss info back
I went to dealer last night. Owner, *** ***, was with cust. & asst said he cldnt let me tet drive but would unlock car & let me look inside. When owner was done, I thought I'd get to test drive. Instead, he started get all my info like I was buying & before I knew it, he had my SS # and ran credit & I still never test drove any cars. I was told by asst. *** didnt let people test drive unless he knew they could buy a car. If I hadnt had such a migrain, a red flag would have gone up. I was told after all this to come back today, Dec 4, 2013, and I could look at car. I'm 55.. I've bought cars for 35 yrs & never anything like this. I called this morning as he said he'd be at auction till 2 pm & said I didnt want to buy. I went back at 1:45.. he was there and I said I wanted all my paperwork since I never test drove a car and wasnt buying one. He refuses to give me copy of my SS # and info (said he keeps that for 7 years!!) And, didnt give me copy of my Dr. Lic. When I asked what was he going to do with them he said 'nothing'. I said, 'you have no right to my infomation since I'm not buying anything'. Then he said I was being rude & ***** doesn't like people like me?? ***** *******************************************************************************************************?? Clearly unprofessional & if anyone was rude, it was him. He was hateful because I decided not to buy a car I never even drove. I feel he's practicing against the law. All I want is my social security info. The Dr. Lic. info shldnt be in his folder either since he never let me test drive.

Desired Settlement
I want my social security and Dr. Lic. info back from this crook and fraud. I dont want him to keep any copies or ever run anything in my name again. I didnt buy anything. I didnt sign any papers to buy. If he wants my info, why doesnt he send me his soc. sec. & bank #s. I even asked him 'would you buy a house you never even saw'. He said I was rude because he's stealing from me and running a business I feel is against the law.

Business Response
Contact Name and Title: *** *** *****
Contact Phone: XXX-XXX-XXXX
Contact Email: ******************@*********
We are terribly sorry that Ms. *******'s experience at our dealership was upsetting to her. Two things that we take pride in here at our dealership are customer service and sound vehicles. It is not our practice (and never has been) to pressure customers at our dealership. It is not easy for a small dealership to earn an A+ rating with the Better Business Bureau and we certainly did not do it by pressuring an pushing people to do things that they do not want to do. Ms. ******* made a phone call to our dealership requesting information on two vehicles and that we call her back with this information. The phone call was made at 4:35 pm. At approximately X:XX-X:XX Ms. ******* arrived at our dealership to check out the two vehicles. After she had looked at the vehicles, I was free to talk with her. Ms. ******* was prepared that night to purchase because she brought necessary documentation with her such as social security card, proof of income, trade-in payoff, trade-in account number, and insurance information. After looking at both cars, Ms. ******* liked one vehicle better than the other and asked how much the payment would be. I told her that payment amounts and loan terms would depend on her credit situation per the bank or loan company's requirements. This is how we proceeded with running her credit. We made a copy of the documents that she brought with her. She was obviously aware of this procedure since she came prepared with most of the necessary documents. We took her information and she signed the credit authorization. We told Ms. ******* that it was very late in the evening (after closing) and that the finance sources were closed so we asked her to set a time to come back the next day at 2:00. Then it would be daylight and she would b able to take a better look at the car and we could better see her trade-in. Also, banks and finance companies would be open and we could get exact information. The next day we got a voice main in which she stated that she changed her mind and wanted her documentation back. She came about 1:45 saying the same as she stated on the message about changing her mind. It is not uncommon for people to change their mind about purchasing a vehicle when they have had a chance to sleep on it. That is why those who pressure insist that a customer buy on the spot (not leave and have time to back out). This is the opposite of pressuring someone to purchase. All copies that were necessary to get the loan were returned to Ms. *******. The only documents that we are required to keep are a copy of the drivers license and the signed authorization. We do understand Ms. *******'s fear about us keeping her drivers license and credit information. We keep all customer information in a secure manner. We have never had any type of breech with our security and we take this responsibility as our highest priority. I hope Ms. ******* will understand that her information will be kept securely. We assure her that her information will not be used and will be secured in a safe area. We have worked for many years with thousands of customers to build our reputation. We have built a great name and reputation in our community as is evident by our A+ BBB rating We have never been called crooks or frauds by anyone and we are sorry to hear that someone thinks of us in that way. It is our hope that this response will put Ms. *******'s concerns to rest. We are truly sorry that we did not succeed in earning her business and trust .
Ms. ******* can feel free to contact me directly for further information. Sincerely, *** ***

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
My desired resolution of having my social security info and copy of d.l. back were not even addressed by *** *** of Auto Village in Lebanon. He's so worried about his standing with BBB and he stated I gave him a copy of my social security card. That is a lie. I never carry it. I never got to test drive a car and no other car dealership that I have ever heard of refuses to give back copy of Social Security info if a party does not buy a car. I feel this is against the law. The only reason I took bank statement, etc is in case I wanted to buy a car... not to have credit ran without test driving a car. I want my SS info back

Final Business Response
We are very sorry that Ms. ******* is still upset with us. If having her social security and drivers license information back will satisfy her she is welcome to come by and pick them up in person. Hopefully, this will solve this problem and we can gain her as a customer in the near future. Once again, we keep all customer information secure. We are simply trying to comply with credit reporting laws. I hope this action will satisfy her. If we can be of any additional help please feel free to contact us.

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