ComplaintsforFreeway Imports Ltd

• Initial Complaint

  18/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  7th Oct I got an email from Freeway ***** Loyalty and Customer Incentive department to trade up my car from ***** 2019 *** signature to 2021.5 ** * signature for the same payments (582$) but the tenure will increase by 14 months (total 78 months). When I called the given number on that email, they confirmed that I can trade up my current car 2019 **** signature for 2021.5 **** as per the given details. And then I asked them if there is any downpayment and got the reply no. I agreed to the deal and was told I will get a call back after talking to the sales manager. Since I did not get it, I called the sales manager (Mr. Peter) and asked him how is it possible? and he said that they are low on used cars and to buy from auctions, they have to pay a premium so they are instead helping existing buyers, also asked for my details and opened my file on their computer. I agreed to the same and he asked me what colour would I like. He emailed me for the confirmation and asked me for the email I got. On Saturday we met the Salesperson Tommy and he gave us a 2021 *** Signature for a test drive and they test drove my car. After the test drive, Peter told me he could not open the link in the email and I said I was not able to as well. He then said he will call loyalty department. After half hour tommy came and gave me paper with 346$ bi-weekly for 84 months. I was surprised and got angry. Then, Peter came to me and apologized that it is a mistake. I did not want to create a scene and then I left. I left a complaint with certain Managers in the dealership and then received the call from Peter same evening that he is sorry again and will work out on deal. Next day he gave me again a deal which was better than before,I rejected itand talked to their General Manager Dave. In starting they were saying the email is mistake and was never meant to sent. After 3 days they sent me a link to the e-mail which now said I had to pay around 23000 cash. E-mail attached for all proof.

  Business response

  18/11/2021

  It was explained to the customer that a deposit was required as per the mailer, attached are the two mailers. One with a payment option and the other with a down payment option. There is also a disclaimer on the mailer based on a number of conditions to arrive at those numbers. 

  Customer response

  19/11/2021

  
  Complaint: ********
  
  I am rejecting this response because since starting I have been mislead. I was never told that their was any down payment. After accepting their mistake Mr. Peter (Sales Manager) even offered me free service of my car - that concludes they made a mistake. For the attachment, business have shown in the last email is nothing but just a made up page. As in starting the Sales Manager and General Manager told me it is an error from their "3rd party" associates and I will be getting apologizing e-mail soon not once but twice.  (attached screenshots). But later how come they got this attachment? They themselves are contradicting their statements. 

   

  As per terms and conditions, there was only 1 terms and condition was mentioned on the initial e-mail which was it depends on the condition of the car that I want to trade in, which according to Peter (Sales Manager) was absolutely perfect without any issues. 

   

  In the initial talks I clearly mentioned I will not pay any down payment neither my installment amount should increase and the Tenure will increase to 78 months. And Mr. Peter agreed to it and there was no resistance or doubts and No if word was used either. When doubting this deal, I happen to ask them by myself and reply was due to shortage in used car Inventory and they have to pay premium to buy cars from auction, so they are benefitting their existing customers. So I trusted him and thought this deal is legit. 

   

  Therefore, I would like them to honour the deal.

  
  Sincerely,
  
  ***** *****

  Business response

  10/12/2021

  We have already responded to this complaint and to the many others with regard to this situation. We will not be responding any further.

  Customer response

  13/12/2021

  
  Complaint: ********
  
  I am rejecting this response because you can already seen they do not want to reply anymore. And I do want then to honour the deal. Rest is on BBB’s hand to handle the situation.
  
  Sincerely,
  
  ***** *****

*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. ↩