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:01/06/2025

  Type:Billing 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.

  This company started charging processing fees for paying in cash and using a debit card. I understand from my reading this is illegal. They are charging a $6.00 fee when paying in cash and 3.5% when paying with debit card.

  Business Response

  Date: 01/07/2025

  To Whom It May Concern,

  I have attached the notice from our accounting department explaining our Processing fees.

  There is really not much more I can add to this, we have put off passing these processing fees to the customer as long

  as we have been able to (to the point it has had a detrimental effect on our company).

  With inflation being what it is, there is just no way for us to continue to pay for processing fees for our customers and still offer 0% interest financing.

  We do have a convenient NO FEE option for payment, I understand that not all customers will choose to utilize this payment method,

  and some customers will find it inconvenient to set up, however we have made this process as clear as we could and continue to provide as many options as we can for our customers.

  I am sorry this customer feels this way however I am not able to change our policy's regarding receiving payments.

   

  Thank You

  ******** ******

  General Manager

  Liquidation Car Co.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22774949
  
  I am rejecting this response because: per Washington State laws there cannot be a processing fee on cash or debit cards. This is only allowed on credit cards.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the vehicle, 2006 H3 Hummer VIN *****************, on 9/3/2024 From Liquidation Car Company in *************, and gave them $1000.00, we arranged a $4000.00 deferred down payment arrangement, on 9/4/2024 I paid $1000.00 on 9/18/2024, paid $1300.00, on 10/2/2024 paid $1214.00, on 10/17/2024 I paid $350.00.On 10/11/2024 I noticed noise coming from the rear right tire I brought it to *******************, later that ***, ******* from *** ****** called me and told me that the vehicle was not safe to be driving on the road and told me I could not drive it at all out of their parking lot. ******* asked where I bought it and he also told me that the problem was like that for a long time, the right axle was not attached to the frame and the eyelet **** spring was missing and the bolt was gone and it was all rusted off, and it was like that when it was sold to me three weeks earlier. I called the dealership I purchased it from and told them the car was not drivable, and explained what the problem was, and ****** from Liquidation ******* told me that they would pick the car up and take care of it. I didn't hear back from them until 10/28/2024 and ****** begin to tell me that they were billing me for the repairs. I told her that I had already given them $4864.00 for a vehicle that they knew was a serious safety defect. I only had the car for three weeks and now its a danger to have on the road? I always have my grand children with me daily, we could have been seriously injured or killed if the rear axle fell off, one side of the axle was already disconnected when they sold it to me. I did not discuss nor approve them to work and **** me for the repairs. I tried to call them back on 10/31/2024 and they refused to talk to me about the vehicle. So Liquidation Car Company has my money and my car and will not communicate with me.

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair 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 the car 2 months ago the problems with the vehicle started almost right away l had to park the car for 2 weeks after the first week because the backup camera would turn on while the vehicle was in drive. And when I would go to drive the car I would need a jump cause it would be dead. the second time I brought it back was due to the electrical burning smell that had not gone away the manager told me and I quote that the burning smell is just the residual from the work we did and it will go away . Well it never did even the state trooper who pulled me over because of my back up lights were on and very bright due to the backup camera being stuck on commented on the smell saying and I quote that smell is not right. And also because of the severe oil leak the car had due to a damaged valve cover that was damaged when liquidation car companies mechanic damaged when replacing this is what the mechanic.at ********** told me when I brought in and to fix the passenger door cause it didn't open from the inside.They told me that I could pick up the vehicle even though they were waiting for a couple parts I didn't feel comfortable taking it so I left it there I asked them what parts needed to be replaced but no one would tell me. The manager the one made the comment on the smell burning off told me she didn't know the exact parts but that the following Monday the owner was going to call me ( this was Friday) so I waited till 4 pm M't nday and still had not heard from the owner so I decided to call when the owner I talked I asked him are you sure I wont further the damage he said no . Now we're in the second month and I just dropped of the car again on the first for the third time because the parts came in Now when I picked up last time after this conversation with the owner it now feels like it's gonna die like the ******** converter was taken off the parts that are being are a for the oil leak the ******** converter. I've asked since the first week for my $ back.

  Business Response

  Date: 07/18/2024

  To Whom it May Concern,
  
  This letter is in response to Ms. ********************* recently reported dissatisfaction.We are sorry to hear that ************** has experienced mechanical issues with her vehicle.

  Our company has been in business since 1984. As a part of our protocol, each vehicle goes through a full safety inspection with a mechanic to ensure that each vehicle passes safety requirements; we have done this from the beginning and continue to do so.

  In addition, we also provide our customers access to a shop at a discounted rate where they can have repairs done, big or small. As a courtesy to our customers, we pay for the first hour of the diagnostic time. The parts are also discounted for the customer as a courtesy.

   At the time of every sale, each customer is explained these options thoroughly by a knowledgeable sales representative. Ultimately although we do provide this avenue for our customers and encourage them to use this resource, it is their prerogative to decline these services.
  
  Our first interaction with ************** was on 04/26/2024, when she entered into our dealership, inquiring about vehicle financing. A representative assisted **************, explaining thoroughly the process of purchasing a vehicle through us. As company protocol, all representatives are thoroughly trained and use the same training manual, to ensure that all customers are fully aware of our policies and options available to them should they choose to purchase.

   ************** expressed interest in test driving the described vehicle. ************** was given ample time to demo the vehicle and upon returning to the dealership, she stated her interest in purchasing the vehicle. There was no expression on her part as to any concerns with the vehicles. 

  At the time of purchase, it was described to ************** multiple times during the paperwork process that all our vehicles are sold as-is, where is, with no warranty whatsoever, as all our vehicles have been sold since 1984. It was also communicated, as per our usual process, that should the vehicle need repairs during the tenure of her contract, the mechanic shop that we partner with would be happy to assist in providing discounted repairs.

   In addition to a thorough presentation during the signature process, during the initial viewing and test drive process, a buyers guide was clearly visible indicating the vehicle was being sold as-is, where is. In accordance with our standard procedure, ************** was told in both written and verbal form several times that the vehicle was being sold as-is, where-is, and of her own accord purchased the vehicle. 

  As stated within our opening remarks, we are more than happy to continue assisting ************** with her mechanical concerns through the shop that we partner with. Our records indicate that the necessary parts are on order as this letter is being written. Although we happily offer our assistance, it is Ms. ****** prerogative to deny our assistance should she so choose.

  Our office has had trouble communicating with ************** regarding the concerns she has with her vehicle, due to this (To avoid any additional confusion), the decision has been made that the general manager is her only point of contact. We have also spoken to the cobuyer of the vehicle to attempt to communicate more fully and transparently. 

  Currently the vehicle is at our service shop waiting for parts to arrive to repair it. As a courtesy we are not charging the customer for the repairs. We understand Ms. ****** frustration with having to wait for the repairs to be completed however we have no control over when the parts arrive from our vendors. 

  We have made numerus attempts to communicate effectively with ************** and have not been able to, however we have been able to communicate with the cobuyer and she is aware of the status of the vehicle.

  We believe we are making our best effort to resolve this issue with the customer (we are performing repairs to the vehicle that were not an issue at the time of purchase and that we are not obligated to complete.) 

  Also, we have been in contact with both ************** and the cobuyer numerus times since her original complaint.

  Should there be any additional questions or concerns our general manager is available by phone.
  
  Thank You,
  *************************
  Office Administrator:
  Liquidation Car Co
  5250 Guide Meridian
  ********************
  

  
  

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21940701
  
  I am rejecting this response because:
  To whom it may concern, 
  Here is my response to Liquidation Car Companies initial response to complaint.
  Unfortunately the vehicle that I purchased back at the end of May of 2024 has proven to be unreliable, resulting in the significant and a financial hardships has substantially  declined  my quality of life. The first instance of the car breaking down occurred in just the first week of ownership ultimately leading to the loss of my employment at the ***** Subsequently I was able to secure a new position for the same company different location which after 3 days came to the conclusion that my transportation was also unreliable and it would be better if I looked for employment elsewhere.  Now in 1  days time my third car payment resulting in the new total to be $ ******* that has been  paid to this vehicle lot will be due and I have yet to see my vehicle. I understand businesses like to keep their customers informed. July ****** I dropped the  vehicle off assumed under the clear impression that necessarily all parts were readily Available and having had the car for two weeks we called to check on vehicle status were informed to my surprise and inconvenience that there was a delay on a couple of seals. The first order was cancelled which put them  on back order. They failed to inform us. This lack of communication shows how they prioritize my time. After we got off the phone with the mechanic just for giggles I googled the parts they were missing and as a consumer was told that I would receive said seals by next day. I would think as a company who probably has a  personal relationship with a company that just sends them car parts consistently would have better access then I. Which in turn has me draw two conclusions the first being they were aware of the malfunctions presented in the vehicle  and its severity and the reason for it needing to take  28 days or more to resolve. Or two they are retaliating because I have involved your assistance the BBB and WA Attorney General in  resolving this matter. I believe the only way to resolve this matter is to end our relationship and for them to give me a full refund because during this time has grown from my initial $4600. I also request a copy of the safety report that said vehicle  had passed they said they gave I didn't receive that at time of purchase. I finally did receive an update on my vehicle yesterday by the mechanic which I believe is the owner as well he informed me yesterday and I quote "We should have the entire engine put back in the vehicle today or tomorrow,  but we don't want to get your hopes up." I thanked him and ended the call. I am not very handy with cars but I believe I possess they same logic and or rationality of an adult that considers all three sides of a problem before coming to such a one sided conclusion without some sort of factual evidence. So may I ask what warrants the need of having to remove the entire engine a feat to me that seems quite tedious if the problem with car wasn't catastrophic and had passed it's entire safety test Why? To fix any of the parts they said they were waiting for. Not one part the was quoted has the need for  engine to be removed in order to fix.(I called a random local mechanic after listing said parts and he assured me was not necessary.) I have never been treated this way .The reason for this purchase was to better my life and in such a short period of time has proven to do the complete opposite. And in turn has and is diminishing my quality of life . So I thank you for assisting me .
  *************************
  On Thu, Jul 18, 2024, 5:10 PM Better Business Bureau <*****************************************> wrote:
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/13/2024

  To Whom it May Concern,
  
  This letter is in response to Ms. ********************* recently reported dissatisfaction (Additional Complaint Response #********).
  
  This customers' vehicle was started and driven with the oil being nearly empty, causing the catastrophic failure
  of the camshafts and cylinder heads on the engine.This issue was caused by operating the engine with a lower than
  required amount of oil.
  It is the customers responsability to perform maintenance to their vehicle as well as check the oil on a regular basis.
  The vehicle engine needs to be removed from the vehicle to replace the cylinder heads and camshafts.
  Despite the fact that this was 100% a customer responsibility we have performed the labor and purchased the parts
  without charging them.
  In the interest of repairing the customers vehicle in as timely a manner as possible the Camshafts/Cylinder Heads were
  purchased from two different local suppliers, only to find out the day that they were to arrive that the orders were
  both canceled (due to being out of stock/on back order).The parts were ordered that same day from another source that had
  a longer arrival time (the customer was communicated with regarding this issue as it happened).It was explained to the
  customer that we have no control over when we get the parts, all we can do is install them as soon as we get them.
  The parts were installed as soon as they arrived at our shop.
  
  We believe we have gone above and beyond what any reasonable business would be required or requested to do to assist
  their customers in this situation.
  
  Should there be any additional questions or concerns our general manager is available by phone.
  
  Thank You,
  *************************
  Office Administrator:
  Liquidation Car Co
  5250 Guide Meridian
  ********************

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21940701
  
  I am rejecting this response because: the day that I purchased the vehicle I took it to ********* to get an oil change which cost me $200. I called them and they are willing to provide video where the oil was put in correctly and the right oil was put in correctly. Liquidation car company try to tell me that they had put the wrong oil in. The second time I was to bring the vehicle in because of the malfunctions I decided to stop in at ********** to get a top off because the car smelled wrong the same smell that had plagued me since the day I purchased the vehicle and the sales associate or manager told me that that ***** would burn off and never did what I went in. To get my top off at first they didn't want to do it because I didn't get my oil changed there which is understandable but I said would you please just look anyways cuz there's a smell that won't go away since the day I bought it. so they looked when looking underneath the vehicle **** realize that the car was completely empty of oil because of the skid plate underneath the vehicle had collected all the oil so you couldn't see the leak. Their mechanic came to look at the vehicle and said whoever replaced the valve which was liquidation car company had damaged a vital part of the engine intern causing the oil leak. They  informed me that this was no small fix that this was very very bad and to bring the vehicle back to where I bought it and this is all within the first month of the vehicle purchase. They also informed me that I needed to buy two quarts of oil because they didn't think I would make it back to linden because of how severe the oil leak was. Liquidation car company is the one that did the damage sold me the vehicle knowing that it was a lemon and knowing that the leak was catastrophic that's why they remove the entire engine while in their care for over a month I haven't seen my vehicle still. ***** lube and ********* both have agreed to provide video if needed to back my claim. Since day one the day that I purchased the vehicle the manager said to me that that ***** would burn off which it never did and you now know why so they were aware of that since day one I complained of two things the day that I bought it so for them to say that I did not complain about anything is a lie I have witnesses. I just want my money back and the belongings in the car. I cannot keep paying for a car that Is or has not been in my possession for the last 2 months they've had it the whole time. I'm sorry but I don't think it takes 30 plus days to fix a couple of seals please help me understand. Thank you for your time
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair 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.

  The name of this business is Liquidation Car Company. Located at **********************************************. Please read below to see just the beginning of what is going on. After reading many reviews I have realized I am not the first person to be financially robbed and mistreated by this business. I would like to share what happened to me when purchasing financing a vehicle from this car lot. I was so excited after months of looking that I found a car lot that would work with my credit and had the exact car I had been looking for a 2007 Infiniti FX35. I went in on June 23rd 2023, and took this exact vehicle for a test drive. Before we were allowed to leave the lot on this test drive I had to sign a form stating we would only take it a very short distance, and we could only be gone for ***** minutes. And on that test drive my boyfriend and I noticed that the transmission would shift a little hard but we needed a vehicle so incredibly bad that we decided that the vehicle was the only option on the lot. When we arrived back from our test drive we asked ******, and a gentleman why the service engine light was on, and the tire pressure warning. The gentleman stated the service engine light was due to a sensor that made the car not so great for the environment but assured us it was nothing to worry about because the car has been inspected. We paid the $1500 down payment on the infiniti and were told we would need to pay another $384.00 before we left for licensing. I made them aware that I only came in with the $1500 and wouldnt be able to pay anymore that day so we agreed I could pay it a few days later. When I signed my paperwork It stated that my first payment wasnt due until July 23rd 2023. I missed paying the licensing fee a few days later and then contacted them to let them know to add that onto my first payment on 7/23/23 in which she responded. I will notate your account. On the evening of July 8th 2023 I was driving home from work when I rounded a corner and all of the sudden my vehicle made a clunk sound and turned completely off. We had plenty of fuel and oil in the vehicle so I was very confused why this happened. That night I tried to get in touch with the dealership but since it was a Saturday they werent open. I had a family friend who works as a mechanic for a highly recommended automotive shop come to where the vehicle has broken down to get his opinion because I didnt have the money to get my car towed. Upon his inspection of the vehicle there were multiple red flags such as random metal bars welded underneath the vehicle and a major oil leak. On Monday July 10th 2023 I was finally able to reach the dealership and they agreed to come with their personal tow truck to retrieve the vehicle from Skagit county and take it back to the lot in Whatcom County where their mechanic was located. On July 11th 2023 I texted ****** the Assistant manager to see if they were able to diagnose the vehicle. She responded with no and she would get back to me when she had an update. Later that evening ****** texted me again saying that her manager told her they wouldnt even look at my car until I paid the $384.00 for licensing. I then called and spoke to ****** asking if my family member could come tow the vehicle from their lot to take it to another mechanic in which she responded that if the licensing fee wasnt paid I wasnt able to get the car or remove it from the lot. I continued to contact her because she made me aware the vehicle has never been put into my name so they decided to repossess the vehicle and kept my $1500 down payment. They are thieves. When I called on 7/20/23 and spoke to the male manager he told me the car was perfectly fine before it left the lot and it was 100% my fault what had happened. He will not refund me the down payment or give me an option to get the vehicle back. I had the car for 2 weeks. They sold me something that should have never been taken off the lot in the first place. They deserve to be shut down. Please please do not ever step foot on this lot. They claim to be a Christian *** company who provide you with an honest experience. They are looking to take every dime from you for a car that will make it a day or two

  Business Response

  Date: 08/03/2023

  This statement is being written in regard to the recent statement received from *************************** concerning her recent vehicle purchase. Since ****, Liquidation Car Company has provided in-house financing, at zero percent interest, with no credit checks to Whatcom and Skagit Counties. We have been in business for over ********************************* getting back on the road, according to their specific budget and financial capabilities. Each one of our finance-able vehicles undergoes a full 52-point safety inspection,where the vehicle is inspected for basic safety functions during this process. Our vehicles are used vehicles. Since ****, we have sold our vehicles as-is, where is, with no warranty whatsoever. Each customer is informed of the 52 point safety inspection which is conducted, but also that there is no warranty of any kind on the vehicle they are interested in. Although vehicles are sold as-is, where-is, we encourage our customers to remain in communication with us during the tenure of their contract, in regards to repairs that arise. We understand that there is general maintenance that comes along with owning a vehicle. As well, we cannot guarantee how previous owners maintained the vehicle or how current owners will drive or maintain the vehicle, which may cause additional repairs to be necessary.Although we do not warranty vehicles or offer free repairs we partner with a local mechanic shop as a courtesy to our customers,offering them repairs at a discounted rate and also financing them at 0% interest when it is necessary. We also pay for the first hour of diagnoses time as a courtesy to the customer.
  
  On June 23rd, 2023, ************** visited our business. She expressed interest in test driving the 2007 Infiniti FX35. At the time of her first showing interest in the vehicle, the FX35 had the standard Buyers Guide posted in the rear drivers window. This form clearly indicates to all who view the vehicle that there is no warranty with the vehicle. While speaking with the customer on the lot, the representative followed our standard sales protocol in explaining our services and how our financing works, as well as the safety inspection and that the vehicle was being sold without a warranty. After going through the brief sales presentation on the lot, **************, of her own choosing, came inside the dealership to test drive the 2007 Infiniti FX35.
  
  As a company policy due to inflation and the rise of fuel costs, we typically grant ***** of the vehicle for demonstration purposes for roughly 15 minutes and encourage the customers to take it down a county road which have higher speed limits, to get the vehicle up to speed, etc, to get a feel for the vehicle and how it handles.We do also accommodate longer test drives for individuals who are interested in taking a vehicle to their mechanic, etc.
  
  After the customer had conducted their test drive, they entered our sales office and inquired about the yellow check engine light being on the dash and also the tire pressure monitoring system light being on. The customer spoke with a representative and was informed that,although we cannot guarantee or warranty the vehicle, in our experience the yellow check engine light is often regarding emissions. They were informed that in the *******************, we do not have emissions testing requirements, but there are no warranties,etc. As stated by the customer in her own statement, she decided to purchase the vehicle of her own accord. The customer did not mention any driveablility issues during her test drive to us.
  
  Each vehicle sold in the ******************* is subject to vehicle titling fees. Title fee, registration and plate fees are not included in the price of the vehicle itself and are an additional fee.Customers are made aware of licensing fees early in the sales presentation. When our office began to process the paperwork for ************* to purchase, she indicated that she only had $1500.00 to put down that day. As a way to get more consumers back on the road, we offer a deferred down payment program. This program allows customers to defer a portion of their down payment for a portion of time, while driving the vehicle away the same day. To protect our interest, those who are approved for this program sign a Promissory Note as apart of their sales documents. This document states that if this deferred down payment is not received on or before the stated day, the entire balance can be called due. ************** was approved to bring in a deferred down payment of $384.25 on 06/26/2023, while allowing her to take the vehicle home the same day. She received a temporary plate that was good for 45 days and was informed of the terms of the Promissory Note.
  
  We would be happy to include a copy of the signed Promissory Note,which clearly indicates the terms, for reference purposes.
  
  All representatives receive thorough sales training and use the same method and template when explaining the various sale forms to customers. We have confirmation that the customer received this information multiple times, on multiple forms, during the time of sale, and authorized her acknowledgment of comprehension by signing these sale documents. At the end of each sale, a representative asks the customer if they have any additional questions as a part of our process, to ensure that there are no miscommunications. ************** was asked this question and indicated verbally she understood all of the terms.
  
  Our next interaction with this account was on 06/28/2023, after the customers Deferred Down Payment became due and had not been paid.According to the signed Promissory Note, the deferred down payment of $384.25 was due on 06/26/2023, as a nonnegotiable due payment.Failure to make this payment during the business day would result in the entire balance becoming due. On June 28 at 12:59 pm, our office has record of the customer receiving a courtesy payment reminder,that the payment was past due, from our Accounts Payable Department.Our notes show the customer responded 4 minutes later, stating she completely forgot and when she gets a second she will deposit cash in her account and pay over the phone. No further contact was received. A representative reached out at 5:33 pm asking if she was still making a payment. No response was received. Our accounts payable department reached out to the customer 4 times after this interaction, concerning the breach of her contract. No response was received until a representative reached out to the references she provided on July 7th. On July 7th, the customers mother returned our call and we confirmed that the contact information that we had was still current. On Sunday July 9th, between 3:10 and 3:25 in the afternoon, the customer made contact with us through text message after hours. Calls are transferred during our regular business hours, however, text messages are not always monitored outside of regular business hours. The customer stated through text that the vehicle was having major problems. She stated that since the day they took the vehicle off the lot they have had to put 1-2 qt of oil in it daily. They said they were driving and the vehicle completely shut off. The vehicle was on the side of the road broken down, and she said that it had a major oil leak and that parts underneath were welded horribly on.When our office opened the following business day of July 10, we received her text messages. Our office promptly requested a location of the vehicle to pick it up. The customer confirmed they could have the keys in the vehicle within an hour. Once the keys were in the vehicle, a subcontractor was dispatched to pick up the vehicle and bring it to our shop.
  
  We would like to point out that our office had no interaction with the customer from June 28th until July ******** she texted outside of regular hours, despite of us attempting to reach out to her multiple times. On July 10th, when we resumed regular business, we responded promptly and dispatched a driver. We are more than happy to assist customers when we can, in ensuring they stay on the road, but we cannot do so if we are not made aware of an issue.
  
  The vehicle was brought by a subcontractor to the shop in the afternoon. This shop is by appointment only. Customer are given this information during the sales presentation, when the shop is explained. Outside of regular appointments, vehicles without an existing appointment are brought in at the next available opening, at a first come/first serve basis. The customer texted at approximately 4:04 pm on the 11th asking if the vehicle had been looked at. Due to a full schedule, it had not been diagnosed and our office notified the customer that no update was available at this time.Later that day, the customer was notified by a manager that due to the breach of contract, the vehicle cannot be brought into the shop until the account is made current. The customer texted back at *********** if they can add the past due payment to their payment on the 23rd. (*This is the first time she had mentioned paying the missed deferred payment since the day it was due, despite receiving regular messages from our ********************* A representative confirmed the amount she was looking to pay on the 23rd and let the customer know they would leave a note for accounting. Our representatives and managers are not authorized to accept or approve payment plans, therefore no authorization or approval of this payment plan was given to the customer. Also, the customer was informed of this as well.
  
  The customer called on July 12th at 9:59 am, asking once again if the vehicle had been looked at. A representative reiterated once again that we cannot pay the shop to inspect the vehicle until the terms of her contract are fulfilled,she needed to pay the past due deferred amount. She was reportedly, very upset, about that and said that she wanted to send a friend to tow the vehicle to another mechanic for a second opinion.She was informed that she would need to pay the $384.25, as well as the tow fees from our subcontractor,in order to do so. Her husband got on the phone and was very angry. Our office let him know, that due to a Privacy Notice that ************** had signed,we were limited in the amount of information we could share with him, as he was not listed on the contract.He was displeased and gave the phone to his wife. ************* came back on the line and asked again about picking up the vehicle. A representative explained that she needed to be current again. She then hung up and called back a few minutes later, asking if the vehicle had been transferred into her name. She was reminded of the Promissory Note that she had signed, stating that the deferred payment would need to be paid. She was upset and kept saying that we needed to refund her $1500.00. She was informed that we would need to speak with the Manager concerning her request. At 11:28 am, the customer called again, asking the same information. She was informed that due to an influx of customers, we had not had an opportunity to present this to the Manager. She began to demand that we give her his personal phone number. We informed her that due to company policy, we are not authorized to give out the personal information for employees. We would have the manager give her a call when he had an opening to speak with her. She again stated she wanted to send a friend to tow the vehicle somewhere else, to have them fix it. It was reiterated to her again, that the past due payment would need to be made to facilitate this.
  
  Our General Manager spoke with the customer later that day. She was reportedly very belligerent on the phone.She told him she wanted her money back. He let her know that we had notes showing that she had texted in and said that she was adding 1-2 quarts of oil daily, yet,she continued to drive it. Upon referencing our safety sheet, there was no issue with the vehicle before she purchased it.She was upset and said she would get her money back one way or another. We would see her in court and she would be filling out a report with the Attorney General. The vehicle has been inspected by the shop, the engine appears to be extremely overfull of oil and is seized. There are no oil leaks to be found. A seized engine is an expected outcome of overfilling the engine with too much oil.
  
  In conclusion, we would like to state that we believe we have gone over and above to assist this customer. She breached her contract 3 days after purchasing the vehicle, and we did what we could to assist her.Should she have followed through with paying as the terms stated, and let us know about her mechanical concerns, we would have happily assisted her. Unfortunately, due to inflation, we cannot finance repairs at 0% interest when accounts are not paying as agreed upon.Additionally, we cannot assist customers with repairs that we do not know are necessary. Communication is key. This vehicle passed a safety inspection before it was purchased. The customer has stated in her own words that after she purchased the vehicle, she continually added oil to it. We would have been more than happy to assist this customer regarding any mechanical difficulties, however, it appears that this customer was avoiding contact with our office due to her breach of contract.