This has been the worst car buying experience! Very disappointed!
I purchased a 2010 Chevy Camaro from this company on October 19, 2013. I spoke with **** & ***** about purchasing the car. I decided to pick the car up at a different location (Memphis, TN). I traded my 2002 Nissan Maxima. My biggest problem with the company was receiving my tags. Notice that I said I purchased the car in October & I'm just now receiving paperwork for the tags in January. I was told that the tags & sales tax would be paid for by the company. When I went to my local revenue office, I was told that I had to pay $653.48 to receive my license plate. I've went in circles with this company since I purchased this vehicle! None of the employees had answers! I spoke with ****** in customer service & he did at least try to give some kind of answer. I am tired of this company! Paying $653 unexpectedly is a big problem for me! If I would've been informed then I probably wouldn't have purchased this car. This has been the worst experience ever!!!
I want a refund. This cost was totally unexpected & I do not think I should have to pay it! I also have to replace all the tires on the vehicle. Another unexpected small fortune! This company is big on the quality of their vehicles and customer service, but I believe I missed out on that part!
We strive to ensure our customers always have a great experience, but in some situations, there are things out of our control that can cause an experience to be poor. Unfortunately, this is one of those situations. Even with the things out of our control, we apologize that we weren't able to make this an easier experience with things we could control which in this case was our communication with the customer. Based on this feedback, we have changed our policy to provide more frequent and proactive updates to customer affected by these types of delays to help minimize the frustration of not knowing the status of their tags and titles.
Regarding the long delay receiving the tags - indeed, this process took much longer than normal, which we know caused our customer much frustration. The delay was caused because the Camaro this customer purchased was actually a recent trade-in to our dealership that had a loan on it from the previous owner. After this customer purchased the Camaro, we sent a payoff for the vehicles previous loan to release the title so that that the new owner would be able to register it. The problem in this situation was that the bank had a problem locating the account the payment was for, but failed to tell us until nearly a month later. We called the bank several times before they notified us of the issue, and during those calls we made, they failed to provide us with any indication there was a problem other than the payment just taking a long time to process. When we finely received a letter from the bank with the original check stating they couldn't determine which loan the check was supposed to go to. We inspected our original payment and we confirmed we did in fact have the correct information (leading us to believe this was ultimately a clerical error with the bank). We re-submitted the payment with the same information and it was finally received and processed. If the bank had accepted our first attempt to pay off the lien, the customer would have had the tags much sooner.
Regarding the taxes - we absolutely understand that having to pay unexpected taxes was frustrating. Based on the complaint, it seems there is a misunderstanding about whose responsibilities are the taxes, which we would like to clarify. When we sell a vehicle to a customer who is out of state, then we have to estimate what the taxes will be for the state the customer lives in, this amount is then either collected from the customer, or if possible, rolled into a car loan. We then take this take money we've collected from the customer or through the loan and pay it to the state on behalf of the customer. While we do our best to estimate the correct amount, it can be very difficult to get this amount exact. In situations when we over-estimate, we will always refund the difference to the customer, but in situations where we under-estimate, it's the customer's responsibility to pay the difference in the taxes with their state. It seems this wasn't made clear to the customer on the front end, but we don't have a way to refund this difference because it's not something we charged her, but rather her state.
Regarding the tires - We aren't sure the circumstances as to why the customer replaced the tires so soon because our records show that during our pre-sale inspection, we found the tires to be safe and not in need of replacement at that time. At the time of sale, we pointed out to the customer that based on the current wear, that we believe the tires had about a year of tread left, but also pointed out that this would depend on driving habits. Given this is a performance vehicle, there is a greater opportunity for an owner to deplete tire tread faster because of the capabilities of the vehicle.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The company did not state to me that the tires had a "year" of tread left. When I purchased the car, I called the company back to complain about the tires. No calls were returned! This car has not been driven over a week or two. Due to the fact that I didn't have tags! As far as the tags go, the company should have stated to me that out of state taxes would be left for me to cover. Before I even made the purchase or signed a paper I made sure that I asked if they were going to cover the taxes plus tags! They stated yes. This company is truly pitiful and I wouldn't advise anyone to deal with them. This has been the worst car buying experience.
Final Business Response
Regarding the tires, I apologize as it seems I was under a misunderstanding about what specific statements had been made to the customer. Regardless, this vehicle was purchased AS-IS from out of state but when we delivered the vehicle to the customer, they were given the opportunity to inspect the vehicle to ensure they understood the condition of the vehicle. Though the tires had been inspected and determined as safe, as stated before, it's very hard to determine how long tires will last, especially on a performance vehicle.
Anytime there is a delay in getting the tags completed, we always ensure our customers have valid Temp Tags so that they can always drive their new vehicle. We confirm we sent this customer 3 additional temporary tags during the delay of their permanent tags and can confirm they always arrived before the customers current tags expired - at no time was our customer without a valid temporary tag per our records from FedEx. The first tag was issued at the date of sale on 10/19/13, the second was delivered by FedEx on 11/13, the third was delivered on 11/14, and the fourth and final tag was delivered on 12/09/13. We show the title work for the permanent tag was sent to the customer's clerk office on 12/26.
As for the taxes, we would like to clarify that we do in-fact pay the taxes on behalf of our customers as a convenience, however the money that we use to pay these taxes is collected from the customer first, either through the bank loan or through a direct payment of the customer. We have inspected the customer's Bill of Sale and we confirm that the Bill of Sale the customer signed does include estimated state taxes, tag and title fees. We also show that the back of the customer's bill of sale also states that the taxes are fully the customer's responsibility.