ComplaintsforAuto House of Luxury, LLC

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed purchase agreement for a car they agreed to sell to me at 21,499.(have documentation) They tried to add on warranties I never agreed too or wanted. The finance manger insisted I get 6.6% loan instead of a 3.9 or 3.79. (He thought I was stupid) when I got the interest rate I wanted, they told me that they messed up the price on the car and that it was 25,599. I told them no we agreed on 21,499. They refused to sell me the car and refused to give me deposit back at first. Once I showed them the proof of agreement, and the paper work Phil( finance manager) let me take home they proceeded to give me my money back my deposit. Phil thought I was a young kid, he could take advantage of. They are just doing a lot of sneaky things over at that dealer. I also made a google review, explaining my experience with them and they took it down. I have a detailed explanation bewlow

  

  Business response

  12/15/2022

  Unfortunately, we live in a time when someone will try and take advantage of another's honest human error.

   

  The customer called in on an ad for a 2014 ***** ****** with a selling price of $25,999. The customer came in on two different occasions for a test drive. Customer then met with the salesperson and agreed 

   

  to the price of $25,999, but he wanted four new tires. The tires passed the state standards and did not need to be replaced, but we agreed. The customer still wasn't 100% sure he wanted the car. He was 

   

  concerned about his monthly payment. 

   

  At this point he came in to meet with me. I am the finance manager. We went over different amounts for his down payment, different monthly terms and different interest rates. We made up 7 different worksheets 

   

  and the only constant was the selling price of $25,999.  Keep in mind there was never a purchase order or any binding document. The customer wanted to get firm numbers before he would be 100% sure that he

   

  wanted the car. 

   

  At this point he filled out the credit application and gave us a $500 deposit. We were very clear that we did not want to change the tires unless he was 100% sure he wanted the car.

   

  The error that was made was on the receipt. The main reason for the receipt was to give the customer 3 days to decide if he wanted the car or to get his $500 deposit back. The selling price on the receipt was 

   

  $21,999 from the last time and customer we made a receipt for. At this time, I did not notice the selling price was wrong. Again, the reason for the receipt was to give the customer time to make up his mind 

   

  without losing his deposit and before we put new tires on the car. These were the customers concerns and our concerns, so unfortunately the price got overlooked.

   

  The next morning when submitting his application, I noticed the error on the receipt. I immediately called the customer and asked if he noticed the error. He said yes but hoped I did not, we had a laugh. Then I 

   

  asked if he wanted me to proceed to submit his application. He said yes, I know the price is $25,999 but he would like to come in and discuss the final numbers after we have an approval for him. The customer 

   

  came in on the third day of his receipt. We went over the selling price of $25,999, we discussed his total down payment, the interest rate, the monthly term and payment, He agreed to the numbers and said he

   

  would be in the next day after work to sign the papers and pick up the Camaro. I reminded him this was the last day to get his $500 deposit back because we have an appointment in the morning to replace the    

   

  four tires. He said he was 100% sure he wanted the car. We shook hands and he left.

   

  The next day we took the car to get the new tires. Again, the original tires passed state standards and did not need to be replaced. We changed them on the request of the customer and the cost was over $900.

   

  The car was ready, it had the 4 new tires, and was all detailed and ready for the customer. The customer came in around 5:30pm. He came in my office and sat down. I said are you ready for your awesome 

   

  Camaro. He said no I would like my $500 deposit back. I said the time to get your deposit back was yesterday, before your 3 days were up and definitely before we changed the tires for you. At this point I had

   

  another manager come in to explain to the customer that we spent over $900 replacing tires, that didn't need to be replaced. The customer then took out the receipt for his $500 deposit and said then 

   

  sell me the car for $21,999 that is on my receipt. We said we went over that already, and we were more than willing to give your $500 deposit back for any reason and at any time before we replaced the tires for 

   

  you. The time to get your deposit back was before your 3 days was up and definitely before we replaced the tires for you. We let him know again that the selling price on the receipt was an innocent human error 

   

  that was brought to your attention the very next morning. So, you had plenty of time to say you didn't want the car. It was finally clear to us that the customer was trying to take advantage of a human error.

   

  At this point we decided to give him his $500 deposit back and part ways. 

   

  Then we get a notice from the Better Business Bureau that we have a complaint. We would like the complaint taken down because no one is perfect, and mistakes are going to be made. No one should be able 

   

  to take advantage of another's admitted honest error. Thank you for your time!

   

   

  Phil

  Auto House of Luxury

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

*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. ↩