Complaint Category: Sales presentation misrepresented the product
Complaint: I bought a World Auto Pre-owned Certified car, tried to trade it in at another dealership only to find out it was wrecked and has frame damage.
I bought a 2011 VW Jetta (blue, *** 3vwdx7aj9bmXXXXXX) on 06/07/2013. The sales representative was **** ********* I bought it as a World Auto Certified Pre-Owned vehicle and was shown a clear Carfax. I purchased it for $16,988 with a trade of $1000 which left me with a $16,779.39 loan through ******* **** I have a one year old and decided in June 2014 to trade in the Jetta for a larger vehicle at another dealership only to be told it was wrecked in 2011, the front end and drivers side door was entirely replaced, and there is substantial core frame damage. We were offered only $7,000 for our trade. We are stuck with a huge loan and a vehicle that was worth less than half the amount of the purchase price when we bought it. I am stuck with this car but the dealership sold it to me fraudulently and I will not be able to sell or trade this vehicle. VW Corporate refuses to hold Hiley Volkswagen responsible for certifying a car with frame damage. When I dealt with the dealership themselves, specifically **** ******* the VW General Sales Manager, he offered only to give me $12,000 as a trade in value for another vehicle on our lot. This is less than the $14,600 still left on our loan and would mean we are left $7000 upside down in our loan and I would again be doing business with a company that I know has committed fraud. This company makes it very clear their World Auto Certified Pre-Owned vehicles are put through a 120 point inspection. Even though at the time of purchase I was shown a clear Carfax there is no way their mechanics we unaware of the damage to the front end and core frame. The dealership I attempted to trade it into found this body and frame damage within 10 minutes of inspecting the car. This was never disclosed to us. This is the information that appears on Carfax: Vehicle involved in read end collision involving front impact with another motor vehicle Damage reported to: Vehicle damaged in multiple places Left Fender Front Major damage reported Vehicle towed Airbags did not deploy. The damage occured from an accident the previous owner had on 09/29/2011. All that I have requested is that they buy the car back for the amount left on my loan. I am willing to forgo the amount I have already paid towards my loan and the $1,000 trade in. Hiley, specifically **** ******** has refused to address it any further or offer any other resolution beyond his trade-in offer.
Initial Business Response
We have offered the customer 12,000 to purchase the vehicle back and she doesn't have to buy another car from us. She can go anywhere and have that dealership call us and we will pay 12,000 for it from them. It is over market value on the car even if it didn't have a wreck on the carfax. We will obviously honor the World Auto Certification and warranty the vehicle as such throughout ownership. We will not be buying back the vehicle based on customers loan value. Depreciation, interest, sales tax etc is all in that loan amount. I understand customers unwillingness to return to our Dealership but we would do everything possible to make this right towards another purchase.
Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
The response they have given is riddled with exclusionary lies.
While the offer of $12,000 for a TRADE was the initial response, and after much pushing we got an offer for purchase it still does not satisfy any reasonable idea of a fair reaction.
We purchased this car on June 7th 2013, and I traded in a VW Passat which did not have major frame damage. This auto group valued this car at $1,000 it was more reasonably $2,500, but they agreed to come off the price of the newer jetta some in exchange. This should cover the depreciation which by the way is not that much, Blue book, and NADA TRADE IN VALUE on MY car are as follows KBB= $13,138 NADA= $13,225.
Clean Retail ON MY CAR according to NADA is $15,875. That again covers the Depreciation, so now you can use my trade in to cover the sales tax of $1,528.92. Oh and on the off chance that they would like to say "We can't sell it for clean retail if there is identifiable frame damage" don't worry about it, you already have once.
I have a 4.9% interest rate, Which you are also trying to use as reason. But since it was my first car loan I don't think that's really reasonable either, since what I owe on the car today is $14,365. And if you were to take it back and sell it you would only be in the hole at best a $1,000. I bet you could make that back this afternoon.
My generous offer was to ask you to buy the car back for the PAYOFF value, of $14,365 And I will forfeit the $3,523 that I have paid into it, and the amount of my trade in. This means I will take the $5,000 hit that has already been dealt. You however should have to give this back for selling a car under false pretenses and potentially endangering our infant, who was the primary reason for trying to get into a SAFER car.
The point is we tried to trade this car in for reduced payments on something big enough and safe enough for our growing family, and were shocked to find out that rather than having $1,000 in positive equity, but we had a car that has frame damage, AND are $7,000 upside down.
Being that I am willing to publicly share this information, I am also willing to divulge that I will never do business with them again, because They are liars, the managers are condescending, and rude, and as you can see are quite willing to lie publicly to cover their own butts rather than to satisfy honest business practices.
Final Business Response
I have been in contact with the customer and we have resolved the matter.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
After speaking with ****, we have reached an agreement and resolved this issue. We appreciate his willingness to work with us.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.