Business ProfileforTLC Motors Inc.

We came into TLC on May 11th to buy a truck listed on their site. The sales manager informed us that the vehicle was listed incorrectly, but they would honor the price. After seeing the car (which would not start due to corroded battery terminals) and expressing our desire to purchase, the sales manager changed his mind and tried to charge us $2k more, and the website was suddenly updated. After negotiating, we agreed to come up $1k to cover the inspection, necessary repairs (thinking it was only the corroded battery), and detailing, as well as to pay to get the bald tires replaced ourselves. We picked up the vehicle on May 14th, and the check engine light came on as we drove off the lot, and we had zero fluids in the truck. We also realized water intrusion in the back window, the door lock didn't work, the starter was defective, and the windshield washer fluid device did not work. Additionally, our bank has been notified that they have yet to receive the title from TLC. We have made 10+ trips to their service department to fix all the issues with no resolution. On July 8th, when we arrived to pick up the vehicle after leaving it there for 11 days (and being told our truck was not a priority by the general manager, Matt), the service manager, Christy, informed us that the person they sent to get my vehicle from their outside muffler mechanic brought back the wrong vehicle that wasn't even associated with TLC and had to go back to return the random truck and get ours for pick up. Christy reassured us (like many times before) that everything was taken care of. By the time we got home, not only was our check engine light back on, but we had an infestation of ants in our entire interior. Whatever you do, stay away from this place at all costs.

To whom it may concern, This letter is to respond to the complaint made by Mrs. ***** ***** in regards to the purchase her husband *********** ***** made on 05/10/2024 . ***I will respond to the claims in the order of which the complaint suggests they were made. Complaint 1) - “Pricing listed incorrectly” Mr. ***** came to our dealership on 05/10/24 looking to purchase a 2012 **** ***** that we had listed on our website for $14,000.00. The listed price (as are all of our cars) is a discounted price of $1,000 IF THE CUSTOMER IS FINANCING with one of TLC Motors lending institutions. This is clearly and plainly notated under all of our vehicles on our website. Mr. ***** stated he had originally seen the truck listed on our website for $12,500 and that he was paying cash. This could have been true because our original plan of action for the truck was to sell it as-is. To be advertised as a whole sale “fixer upper.” The day before Mr. ***** actually came to the dealership. The owner and myself decided to raise the price to $14,000.00 and sell the truck as a retail vehicle, where we would perform all the necessary service the truck required to make it a vehicle able to be financed with a bank.Thus making the cash price $15,000 with the option to save $1000 by allowing TLC Motors to broker the transaction with one of our banks. (Please reference document attached titled 1-A to see the date and time stamped reference of when the price change was actually made and updated to our website) This document itself proves that TLC nor any managers at TLC “suddenly updated the website.” Complaint 2) - “Condition of truck & terms of deal made” After the pricing was addressed Mr ***** agreed to stay and see if a deal could be made. This was in Mr. ****** favor because the vehicle was still at our service shop and had not been serviced or inspected by anyone at TLC Motors. Mr. ***** used this advantage to offer a lesser amount then what would have been asked of him, because of the truck's CURRENT condition at that moment. The deal was that Mr. ***** would accept a discounted price of $13,500 ($1,500 discount) under the conditions he would replace the tires and future repairs at his expense. It was also agreed that TLC Motors would do a mechanical safety inspection, replace the battery, perform the oil change and detail the truck. The check engine light in question was notated and it was acknowledged this was a catalytic converter code and TLC Motors would NOT be replacing the catalytic converter at the agreed on price. Mr ***** ACCEPTED these terms. I can assure The BBB and Mrs. ***** that these terms and conditions were accepted because Mr. ***** signed a “We-Owe” form attached and titled 1-B. You will notice the form states “Nothing Owed, Nothing Promised.” This form is an important part of ours and many other dealers' processes because it creates transparency to protect both the customers and the dealer regarding promises made at the point of sale. Complaint 3) - “Title being issued to Mr. ****** Bank” The lien was recorded and the title was issued to Mr. ****** bank within the time allotted by the state of SC. I’m not sure how soon Mrs. ***** spoke to their bank after the transaction was finalized but upon receiving/responding to this complaint all title work had been completed. Complaint 4) - “Post sale services and Interactions” After Mr. ***** took delivery of his truck. There were a couple concerns he had that we decided to take action and address. Even though Mr. ***** bought the truck without any dealer warranty or guarantees ( see attached AS-IS document title 1-C). We agreed that some of the concerns were valid and were happy to repair them. We made the decision to replace the ignition starter and a door lock actuator. This decision was made in his favor because he expresseed he was driving the truck to New York. My understanding is he and his family went on their trip in the truck without any interruptions or mechanical failures. As far as the other concerns Mr. ***** was reminded of our agreement and made aware that cosmetic repairs along with the check engine light would be his responsibility. Even though he was reminded of this he persisted on showing up to our service shop unannounced and without an appointment. Upon his arrival he was notified that we would not be putting his truck ahead of other customers without the consent of myself, the General Manager. When Mr. ***** was told that, he came to my office. He was by himself where I reminded him again, of our original agreement. It was at this moment that I explained if he wanted to leave his truck he was welcome to. But his truck could not be prioritized ahead of other customers with major mechanical issues that had an actual appointment. This was our last encounter with Mr. *****. Ending Comments - I truly am sorry that Mrs. ***** feels that we had intentions to deceive her husband. That was never our intention. Upon Mr. *****'s original arrival we were very upfront that if he did not want to purchase the truck we completely understood. However he was persistent to make a deal and that's what we did. I do not believe we have failed to uphold our end of the deal in any way. I do believe it's important to notate regarding the above response. That Mrs. ***** ***** was not present during her husband's initial visit to the dealership or during any of the negotiations regarding pricing or future service and maintenance. Up to this point we have yet to have a single encounter with Mrs. ***** herself. I'm only notating that because her complaint comes from a 1st person perspective however she was not here. I truly believe that's why the majority of the complaints made are misguided. **Please Note: BBB customer review portal does not allow the responding party to upload documents in its response. If the customer wishes to view these documents they can request them and we will email all the documents referenced above directly.** Warm Regards,

Response to complaint 1: My husband came across the listing priced at “wholesale” while we were shopping down the street. We immediately came to the dealership and my husband took a screenshot of the price which is also time stamped. When we came back from looking at the vehicle with Coleman, the price on the website had changed. Response to Complaint 2. The check engine light was not discussed at the time of the sale because it came on as we pulled off the lot. The “We-Owe” sheet was not correct and swiftly given to my husband to sign, as at that point it should have detailed the oil change, detailing, battery change and inspection since those items were still pending upon signing. In hindsight, we should not have trusted TLC and demanded this be rectified in the moment. Response to Complaint 4: When my husband spoke with Matt, he was told in front of multiple employees that TLC would not pay for the catalytic converter but would be happy to come to an agreement where we would pay part of the cost, which we were in agreement with. Additionally, Matt told my husband to just drop off the truck once we got back and it would be taken care of right away. Therefore, my husband didn’t just show up unannounced but did exactly what Matt said to do. When Matt told him that our truck wouldn’t be priority over other vehicles that were not operable my husband understood and agreed to order of priority based on the gravity of repairs. Response to Ending Comments - I was present at the purchasing and negotiation with Coleman, and at the financing meeting with your finance manager. I was present at the pick up of the vehicle. I was also present many times at the service department and spoke directly with Christy. I also spoke with KP (a sales person) and Anthony (the detailer). So to state that I was never present is inaccurate and a poor way to discredit my word and that of my husband.