Complaints

• Initial Complaint

  11/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  False advertising- mileage online was advertised as 21,000 miles. went to sign paperwork and the mileage was over 26,000! Main complaint: Withholding information/selling faulty equipment (ie my car inspection and bald tires) -after only 4 months/5,000 miles of owning an elite status vehicle, I have had a flat tire and now I need a complete new set of tires! I took my car in for its first oil change and they measured my tires at 2/32 and 3/32. The service manager and sales manager both went to the GM Jason and spoke to him on my behalf. Jason will NOT or REFUSES to make this right after I just spent $35,000!

  Business response

  11/04/2022

  To Whom it May Concern,
  We have been in contact with the customer. Below is an outline of our communication with the customer and the customer’s response to the communication.
  We thanked the customer for voicing her concerns. We informed her that it is our goal to ensure that our customers are happy after the sale, so we would like address each concern.
  Concern One: 
  False advertising, mileage being different from the website. 
  Explanation:
  Although this is not a commonly encountered concern, it can happen when the vehicle is relocated from another Fremont dealership’s inventory. 
  The mileage provided online is typically the mileage from the time the vehicle was originally put into inventory. A vehicle can be driven between stores, on test drives or for other purposes in between the time of being put in inventory and the time of sale. 
  With that being said, the current mileage is fully available and displayed on the vehicle at the time of the test drive prior to purchase, as well as on the paperwork that the customer, sales associate, as well as the Finance Manager review together prior to purchase.
  Based on these disclosures, it was our understanding 
  that you were fully aware that the mileage was higher than the original mileage showing online. I’m addition, through the negotiations, the purchase price of the vehicle was discounted, ensuring that you did not pay asking online price.
  Concern Two: Withholding information and selling faulty equipment.
  Explanation: 
  At the time any vehicle is traded in and taken into inventory, an inspection is performed. There are varying levels of certification, which call for different inspection criteria. 
  The vehicle is typically not inspected again prior to being sold unless there is a concern noted by the customer or the sales team prior to sale.
  In this circumstance, the tire measurement at the time of inspection met the criteria for the certification level. It is possible that with the additional miles on the vehicle between the time of original inspection and the date of sale, as well as additional mileage after purchase, the tires wore, causing the tire measurements to be below standard at the time of your first oil change.
  Suggestion for Resolution:
  We would like to schedule your vehicle with our Service Department and perform a 103 Point Inspection, along with replacing the tires on the vehicle at the expense of the dealer.
  We informed the customer that we value her business and wish to continue doing business with her in the future.
  We apologized for any confusion or miscommunication and asked that in the future, if any concerns arise, she will contact our General Manager, Jaysen H****, directly at ************ (cell) or ************ (office).
  The customer responded and accepted the apology and agreed to bring the vehicle in for the 103 Point Inspection and the replacement of the tires at the expense of the dealership. The appointment date is scheduled for early next week. We consider this concern to be resolved. Thank you.

  Customer response

  11/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  I am currently waiting on getting signature from the service manager and the sales manager/GM for the inspection work done. The paperwork has a spot for 4 signatures and there was only one. I contacted the dealership and they said they would have the managers sign it when I have time bring it back out. However, my work schedule has lrevented that from happening.
  Regards,
  
  ***** ****

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