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Complaint Details
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Initial Complaint
06/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
5/27/2023, I had an extremely frustrating experience with this dealer while trying to purchase a Toyota Corolla hybrid. The salesperson at the dealership initially insisted that certain packages were non-removable and included in the price. However, after we verbally agreed on a price of $33500 and I paid a deposit of $1000, the salesperson deceitfully removed the packages without my consent. I have the payment receipt and a copy of deal summary, no contract for me. Feeling cheated and taken advantage of, I immediately contacted the dealership to address this issue. Unfortunately, they have been completely unresponsive and have failed to provide any explanation or resolution. As a result, I am left without the car I intended to purchase and my deposit remains unjustly withheld.
Business response
06/29/2023
The customer left a deposit on an inbound Corolla Hybrid at the online advertised price. They made us hold a vehicle for an extended period of time and left a non-refundable deposit that they signed and agreed. When they arrived to pick up the vehicle they wanted a discount from the agreed price. We made it clear we will NOT sell the vehicle for lower than the advertised price and that they continued to demand a lower price. As a gesture of good faith we offered to refund their $1000.00, but they instead requested time to consider buying it which we denied as the vehicle was made for immediate sale upon their decision not to buy. Our offer still stands to refund the deposit as a gesture of good will.Customer response
06/29/2023
Complaint: 20185624
I am rejecting this response because:I can't believe the dealer is lying. I never asked for a discount after the first visit to their store. The dealer never offered to refund my $1000 deposit. In fact, the dealer has never replied any of my email since my first visit on 5/27/2023. I attached the email timeline. In the last email on 6/3/2023, I clealy expressed my desire to concel it, and the reasons.
I'm grateful that the dealer agree to refund the deposit. But the dealer fabricated the story. It would damage my reputation.
Sincerely,
***************************Business response
07/25/2023
First to address the refund, it turns out the customer disputed the deposit charge of $1000, and we did not challenge it. They have ALREADY had their money returned. Second, the agreed upon price of the vehicle was at MSRP with exactly what comes from the factory on the vehicle. Nothing was removed. We offer packages of additional aftermarket products that we feel are beneficial, but they are not free, and we never agreed to any such thing as comping those products for no additional charge. This is pretty simple, they agreed to pay MSRP for the vehicle exactly as it comes from the factory, no more, no less.Customer response
07/26/2023
Complaint: 20185624
I am rejecting this response.Firstly, I want to clarify that I did file a dispute after waiting for a considerable period to receive a response to my initial complaint. However, I strongly disagree with the dealer's characterization of me as the party at fault in this situation. Such an assertion could potentially harm my reputation, especially if made public.
Secondly, regarding the purchase of additional aftermarket products, I understand that they are not provided free of charge. When I inquired about the possibility of removing these packages, I was informed by the dealer that it was not possible. Consequently, we reached an agreement on a final price of $33,500, without explicitly mentioning that the packages were excluded. I believe this miscommunication is not my responsibility. Additionally, my attempts to seek clarification through email were met with no response from the dealer.
While I am relieved that the disputed charge has been resolved, I feel it is necessary to request that the dealer retract their previous statements that paint me as at fault and extend an apology for any misunderstanding or inconvenience caused during this process.
Sincerely,
***************************Initial Complaint
05/12/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am having a hard time contacting the finance department for weeks. I had canceled a warranty I purchased with them within 24 hours but my lender stated they did not receive anything from the dealership. Also, on my contract they added additional more charges, such as the amount total. They brushed me off. They have waiting for 4 hours to complete my purchase. I even had an approval letter when I got to the dealership. I felt like because I was a girl and I gave a larger amount they added more charges to my contract. The contract was suppose to be ******. But *** signed the documents so itll have to be. But the least they could do it was return the ***** back to my lender. I went back within 24 hours on my purchase to cancel the warranty.Business response
06/06/2023
Regarding Complaint ID #: ********:
We have cut a check to the lienholder for $2300 (see attached doc). As per usual this money goes to pay down principal of the loan, and will therefore essentially shorten the term of the loan. It can take a week or two to hit their system (we don't really know when PNC will apply it, but that is pretty typical).Initial Complaint
04/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
3/25/2023. We went to this dealer to see if we could get a lease for a new car. The manager *************** more or less put a bunch of numbers together and an appraisal for our trade in. He didnt have the car we wanted on stock because he said they sell them too fast. We put a $300 deposit ( we have the receipt but no copy of what he calls a contract.) and was never told we couldnt get it back. He scribbled some things on a paper and had ** sign it. Told ** if we changed our minds to just contact him. He said he would have to order a new car and it will come approximately in ****** sent an email 1 week later changing our minds and we wanted the deposit back. We are planning to move to ********** and **** was way to far. Plus by chance we got a much higher offer for our trade in somewhere else. Again I asked for the deposit back. Then in April 6th **** called and told me they had the car. The text is included. I asked him why didnt he tell me that is was coming sooner not Jun? He said he just found out. Nobody kept ** in the loop. We were still under the assumption that it was still ****. Anyway *** said if we changed our minds we could. Now hes threading to sue ** because were asking for our deposit back. He says hes no longer wasting his time on ** and he will make ** pay for the new cars total. He refused to let me speak called me a lier among other things.Business response
05/12/2023
Case #: ********: We are sending the customer deposit back. They should see it shortly.Customer response
05/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** And *******************Initial Complaint
04/18/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Bought a 2023 RAV4 Hybrid from Elgin Toyota. At this dealership, the sales manager and the ** *************** forced me to pay for unwanted protections and anti-theft which is called "Propack Protection" for $2495 + taxes. I countered this optional service by declining several times, but was told I had to buy it otherwise I cannot purchase the car and was told they can sell it to someone else and can easily get the original amount of $4995+ for the propack. He also stated this comes installed by Toyota, which is a lie as I called Toyota to verify and the rep stated the only additional items they install are the factory options and nothing aftermarket which is installed by the dealerships from 3rd party prior to receiving delivery from Toyota to the dealership. Also, they *** & the finance ************************* stated the service is for lifetime, but on the contrary the contract term is for 5 years and on the contract it states the purchase is not required. However, I pointed this out to them several times and they kept saying "it's renewable", but never clarified who renews and if there is a cost to renew, but ************ had forced me to buy this, and seeing I needed a vehicle ended up having to pay for this package.Another hidden and illegal tactic they have is where the dealership charges "state mandatory fees" extra doc fees on worksheet. Examples are **** tags" which is defaulted $299 fee typed into the contract vs. other fess are hand written and i was told this fee is mandatory and illegal to remove as this is required by the state. I then later discovered from the *** was the **** tags" are VIN stickers the dealership sticks onto the car and not mandatory by state.I was also forced to buy new plates as they claimed the current plates were expired even though I had 1 day left to renew which I was going to do the next day at the *** and the sales agent said to me the plates need to be valid for 60days to be able to transfer, but they ended up charging me more.Business response
05/12/2023
Everything was disclosed from the very beginning prior to collecting a deposit from the customer. Propack was optional if he was willing to wait for a future allocation, again fully disclosed, and he chose to go with the vehicle available with fully open eyes.
At no point did we ever state that the VinTag/Etch is mandatory as he made that up. The vin tag is elective and more than happy to refund him, despite it being installed on the vehicle. However we do make it clear that the doc fee is mandatory in order for us to sell the vehicle, but not required by the state. In other words, it is not a state mandated charge, but the state allows it to be charged. We are not aware of a single dealer in the state that does not charge a doc fee, and we cannot pick and choose who is charged for it, or how much. It is uniform across the board, and has been a line item on every car sold since the founding of the dealership over 30 years ago. The state literally sets the amount we can charge.
The Resistall (part of the ProPack and cover interior and exterior appearance protection, the other part being the ******** GPS monitoring system, both installed on the vehicle) is a "lifetime warranty", but requires it to be reapplied every 5 years for the warranty to stay intact. That is where once again he is confusing the renewable aspect as it is required to maintain the lifetime warranty. Again, every single thing was disclosed up front, disclosed on the paperwork, agreed to, and signed for on multiple documents.Customer response
05/13/2023
Complaint: 19952839
I am rejecting this response because: I specifically asked if any fees can be removed from the additional fees above the **** price in the worksheet and was laughed at and was told nothing they can do as those are mandatory fees from the state. Also, regarding the charge for the prop pack there is nothing in the contract stating it has a lifetime guarantee. The contract term is for 5 years at which it ends. I told them repeatedly to remove that fee and even had an in person meeting with the GM *************** who told me I absolutely have to buy the pro pack in order for me to buy the car. If they dont refund the charges for the pro pack and vin tags, theyll leave me no choice but to take next steps with legal.
Sincerely,
***************************Business response
05/31/2023
Our previous response was thorough and accurate, and we stand behind it. As we stated before, we would be glad to refund VIN etch as a gesture of goodwill.Customer response
06/02/2023
Complaint: 19952839
I am rejecting this response because: I appreciate the business admitting they intently charged the vin tags, with that I am rejecting this offer and would like to also be refunded the price I was forced to pay for the pro pack, as I was told I cant purchase the vehicle otherwise!
Sincerely,
***************************Business response
06/21/2023
Again, everything was fully disclosed, listed as line items on the signed *****'s order and also signed for individually on separate legal documents, including VIN Tag. We offered to refund VIN Tag AS A GESTURE OF GOODWILL, nothing more.Customer response
06/22/2023
Complaint: 19952839
I am rejecting this response because:
You forced me to buy the package and specifically told me in my face when I arranged a meeting to talk about this and you stated "I will not sell you the car without the package and I can charge $5,000 or even more by selling to someone else so, I can refund you the deposit if you want and you need to let me know what you want to do today", Also, with regards to refunding the Vin tag fee, that was an illegally bundled fee within the workbook in a way to make an unaware consumer think and believe it's a legally necessary fee. Your goal is to get as much out of each customer as possible against their will which goes against what this dealership stands for. Below is your dealership's vision/mission/motto whatever you want to call it:"Prioritizing People First
At Elgin Toyota, we don't consider ourselves in the car business. We're in the business of providing extraordinary customer service that's personalized to meet your unique needs. Every decision we make about our dealership is fueled by how we can make the buying process better for you. It's why we price the way we do, fill our lot the way we do, and even clean the dealership the way we do. It's all for you! We want to ensure you feel 100% confident in your purchase-even long after you walk out of our doors."
Sincerely,
***************************Business response
06/22/2023
We stand by our previous responses, and there is no point in continuing to go round and round with the same thing.Customer response
06/29/2023
Complaint: 19952839
I am rejecting this response because: to also issue refund for pro pack!
Sincerely,
***************************Initial Complaint
02/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Toyota Camry SE 2023 was purchased on 2/11/2023 from Elgin Toyota. This dealership utilizes ******** that force consumer to pay for unwanted protections and anti-theft totaling $4,995. Consumer is not given the option to remove any of the options since the dealer argues that they are already installed in vehicle. Contract state the contrary that these protections are not mandatory and the dealer is forcing consumer to add to contract. The dealership is charging extra doc fees on worksheet compared to financial paper workbook. Dealer also lied on a protection plan in the amount of $2,499, stating that without this coverage I would not have any warranty. Toyota offers a 36 month ****** coverage that supersedes this warranty. A week after my purchase the dealership requested I return to the dealership to sign a new contract to push my first payment to 45 days vs the agreed 30 days I signed in original contract. I refused to sign a new contract since I will be paying extra finance charges. After comparing 4 different contracts that the finance manager has sent me to sign, I have declined since the numbers in the contract are changed. The fees for docs, plates, finance charges, due date, sales tax, total price of vehicle all vary in each contract. The out the door price is the same but all the numbers are conveniently changed to match the total price. I do not trust this dealer at this point and don't want to sign any new contract from what I agreed on the original sale date. The finance manager admitted to mistakes on original contract but won't explain the mistake. It's been a week and my original contract has not been submitted to Toyota financial for funding.Business response
03/17/2023
Since this complaint was filed, we have been in contact with the customer multiple times to correct the situation and clarify any issues. We reached out to them yesterday to make sure everything was ok, and they indicated it was. As a gesture of goodwill we gave the customer an extension of their ************************** program, which they appreciatedInitial Complaint
01/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
This has been the most inconvenient thing ever. I purchased the extra warranty from the Mechanic by trick, the financial director worded it in a way that I had to choose between 3 options and just like others have complained he worded in a way that it would cover dents, chips, tires, windshield, but it doesnt, it covers paintless dents, anyways I did not need that, I only got it because I had to pick between 3 options. When I realized that this was a sales tactic I went for a refund, they assured me that it would be sent to the current ****** I have. Its been 3 months. I contacted my ******, my previous ******, The **************** themselves and they said they sent the check over to Elgin Toyota. They have the check they just kept it and never sent it out. Im trying to help to do something legally, I have left multiple emails and voicemails and no one gets back.Business response
02/22/2023
attached is a check that was sent and cashed by the customer that filed the complaint.
Initial Complaint
06/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a car from Elgin Toyota on 6/2/22, Toyota Camry Hybrid 2019 ***** miles, it started to overheat with 59792-59804 miles on 6/15/22 within the 15 days or 500 mile power-train warranty. The car is currently in their shop. They refuse to listen to my concerns about my car and possible damage that could be caused by overheating engines. It only takes 30 to 60 seconds for damage to occur to an overheating car. This damage could or may be head, cylinder block, gaskets, warped or cracked pistons, scorched pistons, O-ring damage, radiator damage, hoses, belts, spark plugs, and since it is an electric vehicle it could also cause major damage to the battery. And that's just the tip of the iceberg when it comes to damage from overheating engine blocks. I'm seeking these items be looked at and addressed for issues. I paid 4 thousand in cash and 500 in a trade in. The total purchase was ********* dollars. I'm looking to have the problems addressed with proof of work (photos of the inside of the block) or an exchange of vehicle. Thank you for your time.Customer response
07/29/2022
Complaint: 17443792
I am rejecting this response because:I bought a certified car and shouldn't have had the problem in the first place. Your staff is rude and didn't even try to listen to my questions or concerns. My trust for your company is gone and even had to pay to get it looked at by another shop just to be safe. Only problem at this point is we can't get into the hybrid system to even see if there is damage. At this point I feel you guys will say or do whatever you have to, even lie to get a sale or cut corners on repairs. I had to jump thru hoops just to have my car serviced and inspected despite having Platinum coverage. *** one of the managers of the shop told me I should have blown the engine. That sounds like some ****s advice. I could have killed myself or other drivers on the road. The way you guys treated me makes me wonder, how many other people do you treat like this and just get away with it. My life long Toyota family will no longer be buying them.
Sincerely,
*********************************Business response
08/18/2022
Toyota manufacturers millions of vehicles a year, and occasionally they have unforeseen issues, hence the reason they come with a warranty. In this case, the vehicle worked as designed and warned of high temperature. That does not automatically mean complete and total meltdown of the engine and every component failed at the first sign of an issue. It doesn't warn of high temperature after massive damage has been done. The ENTIRE point of that warning is to have it checked out asap BEFORE something like that happens. The vehicle presented a warning light, it didn't overheat (in the way he is thinking), there was no coolant overflow, the engine didn't spike to 400 degrees, or any other scenario that "could have happened" under the sun. We did inspect and service the vehicle and it showed no signs of damage, which, AGAIN, is the entire point of the warning system built into the car. It's not like Toyota has now decided to cancel the warranty for a now preexisting condition.
For the record, while the list of potential damage from overheating is certainly possible, we have a very large collection of vintage vehicles that, unfortunately, overheat on the regular (goes with the territory), and even those rarely ever have any major (or minor!) damage, and they have exactly zero warning other than maybe a spiking temperature gauge before they ACTUALLY overheat and start dumping coolant. Unless you decide to keep driving and all of the coolant boils off, the damage, if any is generally limited, if at all. The extraordinary damage the customer is talking about usually comes from someone completely ignoring all signs and warnings and keeps driving until the engine completely fails. None of that happened in this instance, as he is clearly far more cautious than that.Customer response
08/21/2022
Complaint: 17443792
I am rejecting this response because: It comes with a warranty you are forced to buy and the car was inspected by 3 people and still had a nail in the tire and it overheated. I am not happy with the last 2 vehicles from Elgin. I will not buy another Toyota.
Sincerely,
*********************************Business response
08/25/2022
We are sorry you had a bad experience, and wish you well.Customer response
08/29/2022
Complaint: 17443792
I am rejecting this response because: I'm sorry I bought a Toyota from Elgin and not Pauly Toyota. I'm sorry I will never buy a Toyota again. Best wishes
Sincerely,
*********************************Initial Complaint
06/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new vehicle from Elgin Toyota in 2018 (2018 Toyota Camry XLE). When we met the finance manager, my bf and I both stated we were not looking to buy any additional insurance. After insistence from the finance manager, he told us he would bundle the services he was offering all for $1 a day. The finance manager specifically said that scratches, dents, tires, and even cracked windshields would be covered if I purchased this $1 a day insurance. My final decision to accept the coverage he was offering was based solely on the services he claimed I would be covered for. He made very detailed references to how often new cars gets dents from simple trips to the grocery store or how driving behind a semi and getting hit by a loose pebble could crack my windshield. He assured me if I agreed to the coverage he was offering me, I wouldn't have to worry about these things. The problems 1. We were never told this service contract was not offered by Toyota. In other words, we thought I was purchasing a Toyota Vehicle Protection Plan (TVPP). After calling the corporate Toyota ******************** to inquire about my coverage and to submit for a repair, I was informed that I was not enrolled in (TVPP). After the agent provided me with the name of the contract I did have and their contact telephone number. 1 a. Since we were never told this extra coverage wasn't coming through Toyota, I was never given the correct information to manage my policy (website, #, or login).2. I learned I had an "Extended Vehicle Protection - Platinum" provided through Assurant, not Toyota. More importantly, I learned that the only thing this covered was Mechanical related breakdowns ( not dents, scratches, etc that I was told). 2a. I had specifically told the finance manager earlier that I was not interested in an extended Mechanical Protection plan because this would already be covered by Toyota's Manufacture Warranty.Ultimately, I was sold something I didn't agree to and didn't need.Business response
07/08/2022
the GM reached out directly to the customer. There was confusion about the two warranties purchased which are from separate companies. This was explained and we are waiting to hear back to see how the customer wants to proceed. As always, warranties are cancellable and the prorated amount is refunded, but obviously any coverage also goes away at that point.Initial Complaint
04/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Business: Elgin Toyota ******************************************************** ************** Customer: ***************************** [I am an Authorized Representative of the Customer.]R/O Number ****** (Repair Order)Time period: 6/19/2021 6/23/2021 Customers 2014 Toyota Camry died at an intersection. Car towed to Elgin Toyota on Saturday evening June 19, 2021. At Elgin Toyota, the tow truck driver started the car and drove it. She told Toyota about the stalling and that the oil light had come on from time to time.Customer was told by a person at ********************** on Tuesday morning at 8:22 AM that after analyzing it on Monday it would be approximately $398.00. Per the invoice, they FOUND VEHICLE WITH NO OIL SHOWING UP ON DIPSTICK. ADDED OIL TO PROPER LEVEL AND VEHICLE STARTED AND DROVE AS DESIGNED, UNABLE TO VERIFY STALLING CONDITION.After stating the **** RAN AS DESIGNED." The work and billing should have stopped here.However, they proceeded to exploit a non-savvy 1st time car owner-new driver for over $3,500 more by adding the following UNNECESSARY UPSELL items to the invoice as "ADDED OPERATION[s]1. CUSTOMER REQUESTED TIMING COVER RESEL. (Reseal)2. CUSTOMER REQUESTED AIR FILTER REPLACEMENT.3. CUSTOMER REQUESTED CABIN FILTER REPLACEMENT.4. CUSTOMER REQUESTED PCV VALVE REPLACEMENT.5. CUSTOMER REQUESTED SPARK PLUG REPLACEMENT"The ~$398 became $3,931.32 that Toyota tried to charge the CC which raised a FRAUD flag for exceeding CC limit. Customer was forced to use the ***************************** financing to get Her car.It is a bad business practice for Elgin Toyota to take advantage of their customers by increasing the final cost by 10 times the quoted amount.Customer wants a refund of a MINIMUM of $3,500 OVER CHARGE from the original $398 estimate PLUS the *****% Finance interest being paid until resolved. The car was purchased only one(1) year earlier and did not need the useless extra work. Furthermore they did nothing to fix the oil issue. Please Refund immediately.Business response
04/28/2022
Initial Complaint
03/24/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We had purchased toyota camry le 2022 hybrid on March 21 of 2022 when we call to check price on phone call a representative *************************** she told us the **** $30.556.but offered to give u $1000 off on delivery fees plus discount that's $750 from uber offered that brought the payment down to $28,806 Plus they made us fill a credit application got my SSN information to check my credit and the manager ***** told me your apr after my credit will be 4.9% to which we agreed So we drove 3 hours to get the car when we got there they said you have to buy propack protection that's $4995 but we ill give u **** off that made $3495 My dealer ********************* told us they can't sale this car without propack protection so they put pressure on meme to buy propack protection that made the total with tax and title fees $34968.00 we made **** down payment So balanced loan should be ******** But the fiance ************** Told us the APR intrest would be 5.4% which was a different statement than the one what manager ***** gave us then Kal made us sign wrong financing agreement which had a wrong amount financed of $30.968 loan that we did not see until we got home He called next day and said sorry I made mistakes please sign the docs again so your loan is for ***** instead ***** first my agent gave us wrong numbers which I did and then today March 23rd ****************************************************************************************** to sign some papers again. HOW IN THIS D'AM WORLD YOU REPRESENTS A RENOWNED CAR DEALERSHIP AND KEEP ON MAKING MISTAKES LIKE THIS. On call they offer cheaper numbers so buyer will come then they force them to buy all propack protection on car so they can make more money plus when we did all paperwork with fiance offer they went up on 4.9% apr to ****%. Doing business with dishonest people won't work. my I recommend not to buy any car with elgin toyta they will cheat you from agent in phone with car price then my car dealer who fouce us to buy 3Business response
04/25/2022
They have gone to the ** and we are dealing with this there.Customer response
04/26/2022
Complaint: 16933509
I am rejecting this response because:Dear concern,We have never approached attorney journal regarding this complaint at all. We would like to pursue this case with BBB again so kindly reopen this case since the dealership had never responded to our complaint.
Sincerely,
***********************Business response
05/13/2022
All pricing was disclosed up front before the customer drove to the store. Also everything was disclosed on the buyer's order and signed for on separate specific contracts for each add-on product. Like any dealership, we also offer additional products like extended mechanical warranties, GAP coverage, etc...that may prove beneficial for the customer should they choose to add those products. In this case, the add-on's have R.O.'s to confirm installation, and there is a GPS device with an app for the customer, and that was activated per the company that provides that service.
The paperwork situation was to correct an error by the finance manager upon submittal to Toyota ********* Services that actually was in the favor of the customer. In other words, this did not change the deal to the dealerships benefit, but to the customers. We are sorry this required them to resign, but proper paperwork is obviously required.
We reached out directly to the customer, and the only person we could connect with was ******************** husband, who is not on the contract. Despite that fact, we tried to discuss the situation and offered a gesture of goodwill. He hung up on us, but the offer remains: we would be glad to refund $1500, which we hope would alleviate their concern, and this offer would not require any cancellation or removal of anything already associated with the car.
Customer response
05/15/2022
We literally denied any add on/extended warranties on the vehicle with Mr *** when were in process of signing paperwork. THE BUSINESS RESPONSE FAILED TO RESPONSE ON THE WRONG AMOUNT THEY MADE US SIGN ON. THE LOAN AMOUNT WAS 28 THOUSAND AND THEY MADE US SIGN ON 30 THOUSAND DOLLARS THEY MADE US SIGN PROPACK PAPERWORK MAKING IT AS A CONDITION TO BUY THE *** WHILE NOT EXPLAINING WHAT IT WAS.WHEN MY HUSBAND SPOKE ON PHONE MR.*** OFFERED US $1500 REFUND EXPLAINING IT WOULD BE FOR THE DIFFERENCE OF THE INTREST RATE FROM ****% TO ****% which makes it $300. BY OFFRING THIS HE KINDS OF ADMITS THAT THEY INITIALLY changed statements on the APR when *** himself told me my APR after credit check was **** and then denied and said it was **** when I reached there now he is offering the same APR% along with $**** FROM THE PROPACK PAYMENT WE MADE SO $300+ $**** =1500 Offering **** dollars from propack protection payment he is admiting they never had explained this forceful addon on us. We don't accept their offer because we never wanted any add on we told Mr *** directly. So would like complete refund for pro pack protection since we never wanted it. It was clear.
Complaint: 16933509
I am rejecting this response because:
Sincerely,
***********************Business response
06/03/2022
As we explained before, everything was fully disclosed, and on top of that, ProPack was signed for on 4 SEPARATE DOCUMENTS, all with the price clearly shown. Despite having every legal right to enforce this contract, as a gesture of goodwill we will refund the full $3495 for ProPack, subject to signature of a release which protects everyone involved in writing regarding the terms of this refund. As per usual with a lien on a vehicle, this payment will go to the lender to reduce the principal balance, effectively reducing the term of the loan.Customer response
06/06/2022
We appreciate BBB for thier constant support throughout this complaint process. As a consumer we are glad that our issue was resolved. Like we said before the car buying experience should always be a great memory. Like the business said we singed papers alot times that was just because they kept making mistakes with the loan numbers.we are satisfied with the solution.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Customer response
07/06/2022
Complaint: 16933509
I am rejecting this response because:I am writing today to let BBB know that the complain ID ******** was supposedly resolved over a month ago around June 3rd,2022 when the business promised to pay us the $3496.It's been over a month they haven't made us any payment or had made any attempt to reach out to us regarding this.Like we said earlier this is exactly how they treat a situation.Say something, do something eles.Please reopen this case within your system so that we can get our money back.I really appreciate your time and effort.
Sincerely,
***********************Business response
07/11/2022
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Get a QuoteCustomer Complaints Summary
21 total complaints in the last 3 years.
6 complaints closed in the last 12 months.
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