Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2023

  Type:Order 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.

  I purchased a used 2017 Mini ****** from Crown Mini of Richmond on December 27 2022. I paid ****** in cash and financed ****. Within a month I paid the loan to ***** Fargo. Not long after I received a call from the dealership asking me to sign paperwork related to my transaction. I received numerous calls pertaining to this and went into the dealership to try and resolve the issue. I wasn't sure what the problem was since they kept telling me they only wanted to have my deal "completed" Because I went to the bank to pay off the loan and so never actually received any payment paperwork from them I was unaware that the dealer had submitted my finance request in to ***** Fargo for ********. and that the amount I had paid off was not the amount that I had agreed to in our contract. At that point, since their contract stated that if the amount was changed I was within my rights to have them take the car back, I brought the car in a week before my 90 day deadline and spoke with ************* the General Manager about surrendering the car to him. He claimed it was not a decision he could make but his legal department would contact me. I waited a month and went back to see ************** and told him I was still waiting to hear from his legal department. Three days before going back I received a check for $15 from ***** Fargo. I told ************** he was still in breach of his contract and expected to hear from his legal department by Friday of the following week ending April 28 2023. Crown Mini knew what they had done when they asked me to sign the paperwork justifying their overcharging me and only went to the bank to correct their mistake when I pushed back by telling them to take the vehicle back. I want Crown Mini to honor their contract and refund all of the charges associated with the purchase.

  

  Business Response

  Date: 05/31/2023

  Good day,

   

  In response to complaint ID ********, we contacted the guest in order to correct a $15 error on her paperwork where in she was charged a fee of $15 twice, instead of once due to a computer error.  We were interested in correcting the mistake with a refund, and to also correct one piece of paper that reflected that mistake so that the guests paperwork was correct.  We tried unsuccessfully to have the guest return for the $15 refund and paperwork correction for weeks.

   

  Being unsuccessful in getting the guest to come in, the $15 was sent to the bank who financed the transaction so that the amount she paid would be reduced by that $15, and receipt of this is confirmed in the complainants statement below.

   

  The complainant did finally come to the dealership, but only to ask that the vehicle be returned, which we declined.  The customer did not indicate having any issue with the vehicles condition, quality or usability but wanted to return the car over the $15 which we declined. 

   

  Having corrected the $15 error Crown Richmond Mini considers this matter closed.

   

  Thank you and have a great day.

   

  JR *****-

  Crown *** Richmond

  Crown Mini Richmond

  C.  ************

  

  Business Response

  Date: 05/31/2023

  Good day,

   

  In response to complaint ID ********, we contacted the guest in order to correct a $15 error on her paperwork where in she was charged a fee of $15 twice, instead of once due to a computer error.  We were interested in correcting the mistake with a refund, and to also correct one piece of paper that reflected that mistake so that the guests paperwork was correct.  We tried unsuccessfully to have the guest return for the $15 refund and paperwork correction for weeks.

   

  Being unsuccessful in getting the guest to come in, the $15 was sent to the bank who financed the transaction so that the amount she paid would be reduced by that $15, and receipt of this is confirmed in the complainants statement below.

   

  The complainant did finally come to the dealership, but only to ask that the vehicle be returned, which we declined.  The customer did not indicate having any issue with the vehicles condition, quality or usability but wanted to return the car over the $15 which we declined. 

   

  Having corrected the $15 error Crown Richmond Mini considers this matter closed.

   

  Thank you and have a great day.

   

  JR *****-

  Crown *** Richmond

  Crown Mini Richmond

  C.  ************

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [************** is continuing his duplicitousness in his response to my complaint. The dealership never offered me a refund of the $15.00: they overcharged me then sent a revised contract which reflected the $15.00 overcharge on my original contract and expected me to sign it. He is also not being truthful about my contact with them with regard to this problem. I spoke with people at the dealership and I drove in to their facility to try and resolve this situation long before I brought the car in to ask for them to take it back per their contract provisions. The dealership only made contact with the financing bank about issuing a refund AFTER I told them they were obligated to take the car back for their breach of contract. If the dealership had done this in the first place this would not have become an issue. As soon as Crown Automotive saw the overcharge they knew they had made a mistake and had the ability to rectify it and instead thought it would be ok to try and deceive their customer by having them sign paperwork to justify overcharging. They knew their error and tried to cheat their customer. After receiving phone calls and emails and voice messages asking me to sign their paper work with never a mention of refunding my money I attempted to return the vehicle on March 20 2023  but only received notification from the bank on April 11 after I told ************* they needed to take the car back and ************** understood I wouldn't be cheated.
  
  Regards,
  
  ***************************