Complaints

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• Initial Complaint

  Date:10/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with this dealership started positively but ended poorly. They had an opportunity to take responsibility for their actions but instead chose to be ***** and deflect blame onto me. Employees made false statements about my character, and the dealership illegally recorded calls without consent or prior warning, which is a violation of regulations requiring disclosure of call recordings.I am disappointed with the treatment I received after they had my money. They were disrespectful and failed to fulfill their obligations, including not providing a temporary shipping tag upon *********** is unfortunate that they did not respect my work schedule and failed to deliver within the agreed time frame. Despite providing my availability, they imposed a delivery time and date that conflicted with my work commitments. I adjusted my schedule, only to be met with a late delivery and hostile accusations.The dealership took pride in the fact that the delivery was only three hours late, which I find disrespectful and indicative of their lack of ownership and stewardship. Instead of addressing the issues, they attacked my character with derogatory and false claims.I strongly advise against allowing them to hire shipping services, as that is a separate issue with its own set of problems. I am prepared to post screenshots and documents to support my claims if they attempt to deflect blame onto me. Ironically, I was considering purchasing another vehicle from them until this incident occurred. They have further retaliated against me by withholding my title.

  Business Response

  Date: 10/21/2024

  Manheim Imports was first contacted by ****** ******** August 29th 2024 regarding purchasing a vehicle from us remotely. ** ******** needed the vehicle shipped to him directly and his trade in vehicle picked up which is something we do many times for customers every month. ********************** requested the necessary documents from ** ******* including his driver's license both front and back and insurance information. ** ******* supplied the front of his driver's license and insurance information. We sent documents to ** ******* to sign and ** ******** signed the documents and sent us his bank check which was received on September 3rd 2024 in the amount of $35,000. The total due by ** ******* was $38,386.58. ** ******* still owed Manheim Imports $3,386.58 BUT ** ******** required the vehicle to be delivered within 48 hours of September 3rd and since ** ******* is *************** and told us his schedule only permitted certain times for delivery we obliged him even though ** ******** still owed Manheim Imports the remainder of his payment. We acommondated him and his request and set up transport for delivery September 5th. Unfortunately when transporting vehicles there is no set time for deliveries and we fully explain this to every customer buying remotely. 
  
  The vehicle was delivered as promised September 5th but according to ** ******** it was outside of his window/ time that was not made aware to us but a specific time was never promised to ** ********* only a specific date of September 5th for delivery. ** ******* did receive his new vehicle September 5th as promised even though Manheim Imports had not been paid in full. ** ******** did pay the remaining balance on September 5th.
  Once ** ******** received his new vehicle he then demanded that his trade vehicle be picked up immediately which can normally take a few days but again Manheim Imports obliged ** ******** and his schedule and got his trade vehicle picked up immediately. 
  
  Once the entire transaction was completed Manheim Imports contacted ** ******* repeatedly to request a copy of the back of his drivers license that was never sent by ** ******* during the original document transaction. Upon those requests ** ******* became very abrupt and told us that he wanted no more communication with us which seemed very odd after we had accommodated him with all of his requests and provided ** ******** a very smooth transaction and delivery. At the time those requests were made was when ** ******** became very **** with Manheim Imports and its employees regarding the need for the back of his drivers license.
  
  After many attempts and requests made to ** ******** over the course of 3 weeks for the remaining document, which was required to finalize his transaction and was explained to ** ********* there was still no response. Manheim Imports subsequently still sent ** ******** his title for the vehicle to finalize the deal. ** ******** has still not responded to any of our requests.
  
  Manheim Imports does not record phone calls incoming or outgoing.
  
  At no time did Manheim Imports or its employees make false claims about or against ** ********* character. 
  
  Again, Manheim Imports felt the transaction went very smoothly and very quickly provided the timeframe we were given by ** ********* Compared to the "normal" remote transaction that can take a week or longer from time of payment we feel Manheim Imports went above and beyond for ** ******* to deliver the vehicle in 48 hours due to his statements of being *************** and his limited availability for delivery etc. 
  
  Manheim Imports strives to make customer service the number one priority along with fully explaining the vehicles we sell and the purchasing process whether purchasing a vehicle in our showroom or a remote purchase across the country. We assist in all aspects of the transaction from start to finish including assistance with 3rd party transport. Manheim Imports gives our sincerest apologies to ** ******** that he feels we did not deliver on those promises.  
  

  
  

  Customer Answer

  Date: 10/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22414436
  
  I am rejecting this response because:

  As it pertains to final payment, I sent all payments almost immediately upon request for payment.  Their claims are not only false, but dishearten as they did not bill be UNITL they had the check in hand.  Essentially, they refused to ship the vehicle until the check was received.  I did state that if the vehicle could not be delivered on my timeline, it would need to push to the following week.  I spoke to *** on the phone, and he didnt even know the vehicle had left his dealership.  He told me he would reach back and did much time later.  He then told me the vehicle would be delivered at a time in place in which I DID NOT agree too.
  
  Again, Im the buyer so and specifically gave them my timeline.  They acknowledge in this response that I did this and were 4 hours late on delivery.  They did not coordinate pickup for my trade and expected me to hold THEIR property at my home.  I was in no way shape or form going to take responsibility for a vehicle I did not own.  Not to mention I was not going to hold insurance on it.  They asked me on Thursday to hold vehicle at my house until an unspecified the following week.  I informed them they had 48 hours, or the vehicle would be towed at their expense.  That is factual.
  
  I asked their team for proof of their attempts as there was ZERO documented attempts to reach me after they picked up the vehicle O/A 5 SEP 2024.  I did in fact tell them I wished to have no more interaction with them once the vehicle left my property.  They did act in a retaliatory manner and held me title illegally.  It was over 30 days when they attempted to reach me again.  Until that point, there were zero emails, phone calls or text messages.  Their claims are frivolous and insulting. 
  
  When the exchange on the phone was heated due to the failed delivery time, they did in fact state they were recording me.  They stated they would go back and listen to the recorded call of which they claimed I was derogatory towards another employee.  They did this all after they received 100% of my money.
  At no point did I use my military status as a premise for a business transaction and stated my status only due to my tax benefits I had because of that status.  They were not properly educated on how to handle out of state transactions in the state of SC and could not follow simple instructions from Navy federal on home to process my loan.  I have had to clean up an unnecessary mess due to their careless acts.
  I received a damaged vehicle during transit.  They have not done me any favors and I am seeking resolution I do not believe they can render without other parties getting involved.  They have in fact breached our contract.
  Lets not ignore what actually happened and I am writing to formally address the issues I have encountered with your dealership. Here are the facts:
  - I was illegally recorded without my consent by ***.
  - The vehicle I received was damaged during transport.
  - I followed all required procedures and complied with all necessary steps to include prompting sending you my title for my trade.
  - I paid for the vehicle in full.
  - They were withholding my title as retaliation.
  
  The dealerships conduct has been completely out of line, and I will not allow this matter to be dismissed.  I have invested significant time and resources in preparing for further action. I have no intention of stopping here as many state agencies are now getting involved. My military standing has no association with the business transaction nor represents the ******* so reframe from using that context.
  Had their team been respectful and not demeaning, I would have let this matter go, as I initially intended. I informed *** that once I received my plate and title, I would move on, but they insist on doubling down.  I expect to be compensated for my time in seeking this unnecessary resolution, as the title should have been sent promptly within 30 days as state law dictates. I still would like to explore the possibility of rescission for breach of contract on their end.
  Until I contacted local media and state agencies, they refused to send my title.  They claim they needed documents from me but once I got other parties involved, they sent it immediately.  If they "legally" needed a document, then why dd they willingly break it to make me happy.  As I stated, clearly their actions were retaliatory and not legal. 
  They were too excited to cash a check but did not follow the instructions for titling, something I now need to fix.  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/25/2024

  Manheim Imports does not ship vehicles until the funds have been received in full. This customer was a rare case in which we did ship the vehicle prior to having a remaining balance of  $3,386.58. That balance was paid in full the day the vehicle arrived to the customer.
  
  When using 3rd party shipping companies, we do not give specific time frames for delivery. Only the dates of pick up and drop off offered by the ********************************. On the date of estimated delivery we did communicate with the transport company to try and offer a more specific timeframe but again we can only offer estimates as working with any 3rd party.
  
  The customer's title was not held illegally. 
  The customer's title was Not held for retaliation but for the fact that we were still in need of a copy of the back of his drivers license. After 3 weeks of no response from the customer and the customer then posting through social media outlets and threatening defamation, we sent him the title even though we still did not have his state required copy of the back of his drivers licence for our documentation. We decided at that time to send the title to the customer and instead take the penalty from our state for missing documentation. We are still in need of the back of his license as required by our state and we will have a penalty from our state for not supplying it. 
  
  Manheim Imports phone system does not record phone calls
  
  We are unaware of any damage to the customer's vehicle as the customer stopped all communication with us after he received his vehicle. The customer has never reached out to us with any information or concern with the vehicle he received as we would have been happy to discuss any issues. 
  

  
  

  Customer Answer

  Date: 10/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22414436
  
  I am rejecting this response because:
  
  They are just rephrasing what they previously said.  No information has been presented and they have no facts to back their claims.  They were paid immediately upon request.  They have no proof of asking multiple times.  Please send proof.  they only requested a picture of me holding my license which I provided.  They in fact held the title in retaliation and only provided my title when I got the state involved.  This requires further legal action.
  
  Regards,
  
  ****** ********