ComplaintsforCapital City Motor Company

• Initial Complaint

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had given Capital City Motor Company permission to run my credit in the pursuit of a purchase of a new car. I was denied for credit. Approximately one week later, my husband had contacted them about the possibility of a joint application, at which time they did a hard credit inquiry again, without my permission. Additionally, the communication from their salesperson, ******, was hideous and unprofessional. I sent her a message stating she did not have my permission to run my credit again. She never responded to the message, nor did she ever follow-up with my husband regarding the finance application he had submitted.

  Business response

  06/19/2024

  This is an unsubstantiated complaint.  This person is a repeat customer, who for her own reasons was too busy to come in or even answer the phone (She lives in DSM, but preferred to only communicate with *****, Salesperson, via text). She submitted online application on 6/11. It was communicated that she was not approved. Her husband did an online app to co-sign on 6/14, and we ran them together which is standard for married couples as co-applicants (which is what "co-sign" means). They were not approved this time either. We did not pull her credit a second time, we already had that information.  It is possible other banks pulled credit, but there is no damage in that -- first, "pulling credit" is merely temporary indication on a credit bureau with very little impact, and when there are multiple pulls on one person's credit as in a car purchase, the system is smart enough to recognize that and count as one pull, not multiple.  The affect on somebody's credit just because of a credit bureau inquiry many times is inaccurately overblown in general. We have authorizations to pull credit for both customers. Nothing here was done wrong or different. We have the whole string of text messages between ***** and the customer. 

  She was getting upset of how long it was taking for ***** to get back with her, but we were very busy the one day ***** was talking to her, and this customer was not here in person which made it even more difficult to communicate. They did stop by on 6/14 and they knew that we were working on their approval. 
  
  In addition, she called yesterday afternoon requesting to speak with our General Manager to report a complaint with an employee of ours. Our Mgr got the message and immediately gave her a call. She did not answer and left a voicemail, and she never returned that call.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Happened on 3-4-2024 I went into this dealership because I bought a vehicle from them and had them replace the brakes rotors and tires on it due to it not being done before they sold it to me. They did the work however did not replace one of the pieces that clearly states must be replaced when replacing brake pads. They proceeded to tell me that they did the brakes and are refusing to replace the other parts that are supposed to be and required of a brake job. So now I have to deal with a warning light on my new vehicle that I just paid them ********* for. I do not feel this is right and they are not taking care of their customers and just doing the bare minimum to get by. I would appreciate something being done about this.

  Business response

  03/07/2024

  Customer bought this truck a while back ago (1/5/24) and we owed the customer 2 tires and brakes. When us and customer finally got around to do the work, we ended up doing 4 tires per his request and brakes. We got brakes from Advanced auto parts just like we normally do. On new body ******* each brake apparently has sensors (vehicle tells you the brake life of each brake). Since the brakes were not from dealer, the sensors did not work - there's no lights on or anything like that, my understanding is that when you start up the truck,it will give you a notice of something along the lines of brake sensors not working, but it does NOT mean the brakes are not working.
  
  So this customer came in very upset, yelling cussing, and got pretty mouthy with our shop Mgr. Our Mgr bit his tongue pretty hard and basically said you aren't going to come in here and talk to me or anyone here like that. That's when one of our Sales Mgrs came back and talked to him and tried explaining the situation. Told him we fixed what we agreed to, etc.He got extremely upset and left calling everyone in the building motherf**kers and threatening to "run his f**king truck right through this f**king building and kill all you motherf**kers." 
  
  If he was calm and civil we probably could have came to a different resolution.... But at this point we don't do favors for unreasonable people who threaten to kill us.
  
  Please note, none of this was on a we-owe/you-owe form or conditional of the sale; These were post-sale complaints that we agreed to fix. He will need to take his business somewhere else and we consider this case closed.

  Customer response

  03/07/2024

   
  Complaint: 21383763
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a 2021 ***** equinox from capital city in February of 2023. At the time of purchase we were given a document that stated we owed them proof of residency and they owed us a new skid plate for the vehicle as the one on the vehicle was cracked and broken. Not the end of the world, but it causes the vehicle to have significant road noise when driving. We left the capital city and provided the proof of residency later that day via email. We were told they would call when the skid plate arrived so we could have it installed. April/May 2023 - we emailed the sales person to see if there was an update on the skid plate and to see if we could have another issue looked at as the car is making a significant noise when driving at highway speeds. Sales person tells us the skid plate is on back order and they will contact us when it arrives and they will take a look at the noise when we bring it in for the install. September/October 2023- I called multiple times and asked to speak to a manager. I left multiple voicemails with no return calls. I spoke to someone in the service department that stated they would check on the status of the skid plate and give me a call or have the service manager give me a call. Still no return calls or updates. Husband was in the area and stopped by the dealership to talk to someone directly. He was told the skid plate arrived two months ago and they contacted us on both of our phone numbers and we never responded. We never received any calls, texts, emails, or voicemails from them. They stated they sent the part back since we never came in to have it installed and the agreement we signed at purchase was void because 30 days had passed so there was nothing they could do about it. I asked to see the contract that was signed and where it stated it was void after 30 days. They refused to produce the document and would not have the service manager come out to talk to my husband. Still no part or return phone calls.

  Business response

  10/11/2023

  These people bought in February, and we did tell them we would replace the skid plate. It was a complaint after sale a couple weeks. (the car went thru the shop but don't know if it was missed or they damaged it, either way we were willing to help) Nobody followed up with them to get it done because their salesperson, ******, left the company and did not communicate the issue needed followed up in his absence. The next time they called in about getting it fixed It was around May. This was the first time *******, one of our managers, spoke to the customer about this.  He explained ****** wasn't with the company anymore & apologized for the communication error, but we would still fix that for them. We ordered the part and he called them multiple times and left messages with no response.Then he spoke to them again in early August, they gave him a story why they didn't answer so he told them we would order it again. We got the part in called again multiple times and left messages that the part was in. It was probably mid-late September ***, Service Mgr, asked what we are going to do with this part, so I told him to return it. Then beginning of this month, the customer just shows up and asked if he could have it installed, and ******* told them he sent it back because he hadn't heard from them & he wasn't going to order it again. (if we didn't return it in a certain time frame, we would be stuck with a part we didn't need and money wasted).  If the customer is willing to stick to a determined time, we can try one final time.  If that is acceptable, please have them contact ******* for arrangements.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 18th, 2022 I went to Capital City Motors in **********, and traded my car in to upgrade to a truck. I was there for over hours that day. Any other dealership I would have been there for a couple hours at most. We were originally there for my girlfriend because they kept calling saying they had a better deal for and to lower her payments. I figured Id look around too. I didnt get to look at what I wanted to look at. They kept blowing her off and werent helping her at all. I ended up with a 2018 Ram truck. I had to take it back because I immediately noticed when I got it there were a bunch of hail damage on the hood. I told them they needed to make it right and fix the dents. They also called me and demanded I changed my deductible from $1000 to $500 with my insurance because thats what the loan provider requires. I get a call from the credit union stating I missed my first payment that was to happen in November. I called them back and asked why they didnt get my payment. Found out Capital City didnt send my paperwork in and the credit union didnt receive it until my payment was due and told them immediately to take it out of my account so I dont get dinged with a late payment.The week of Christmas I called and asked on the status of my tags and title. I dont want to get pulled over for expired tags. I have had the ram for three months now. I called Capital City Motors today and they still dont have my title and now pushing the limits for expired tags. They are to call back on Friday to give me an update on the title situation. Recently, I have been sent from the credit union a handful of delinquent payment papers stating I would pay in full each month the monthly payment and it would come through my account. I watch my account. Ive made my payments on time. I called them and found out they werent taking out the full payment out of my account and now getting hit with a fine because the credit Union wasnt taking out the full amount. ?

  Business response

  01/18/2023

  We apologize for how the consumer feels, there has been some challenges.  There are several small complaints that really are not the issue:

  Wait time -- When there are challenges in the customer financial situation, it takes time.  We have a boat load of lenders because we have to work to find the right one who is willing to work with the situation.  There were challenges that made the approval process difficult for *******'s girlfriend, but while there we were able to help ******* get a truck.  There is no "blow off", things take time and it is always better to talk to a human being than just go through an automatic computer generated portal, because automated systems work based solely on input, but we don't sell credit scores, we sell the human being to the lenders.

  The dents -- I'm sure the customer did have a chance to see the truck before he drove it home, but even though we did do repairs (it was a fresh arrival)

  The insurance deductible -- not sure if this is a complain or not -- it is what the lender required, so it is what it is.  Their policy is to just protect their investment in the event they had to repossess. 

  The payments -- as far as them not taking out the correct or full payments, definitely call the credit union and get them to work it out.  That credit union offers automatic payments for the sole reason to be timely and right amounts.

  The title seem to be the real complaint -- Our office has been staying on top of this.  The truck was originally a trade in at one of our sister stores; Chrysler Capital was the lien holder.  We have made contact with them multiple times and they keep giving us excuses (which is not typical lender behavior, so they were hiding the fact they had misplaced the title).  Finally in November we decided since we had already paid off the loan at Chrysler Capital, that we would file for a duplicate title to try to get around this problem.  We notified Chrys Cap of this and they told us they already initiated the process of filing for a duplicate title.  So we stopped our duplicate process because if we had gotten one before CC got theirs, then when CC's duplicate came in, it would void our title.  It is 100% legal to sell a vehicle while waiting on title from a lender (because they are supposed to, and expected to, execute right away when they have received payoff); most of the blame here is Chrysler Capital and unfortunately is not something we can control.  We have spent many man hours on this trying to rectify.  However, shortly after ******* bought the truck, three different people were constantly trying to contact him and he would not respond.  His salesperson, a sales manager and the lender all tried to contact ******* for what we needed to complete the funding for nearly two months.  We CANNOT sent the paperwork to the lender, or the fees to the state, until a contract has been funded (completed).  Some of these problems would have been alleviated and accelerated had ****************************** with communication.

  All of that said, we can't change the past, but we are still diligently working on the issue and hope to have it resolved soon.

  Customer response

  01/19/2023

   
  Complaint: 18826498
  
  I am rejecting this response because: I responded days and came back in the dealership when I wasnt stuck at work. I had to come in to redo some paperwork and again to get the dents out of my truck when they are saying it took months. The dents should have been fixed immediately when they received the truck from their sister dealership. When I test drove the truck, the outside was filthy and cleaned and I didnt see the dents. The price should have been reduced. They kept harassing my girlfriend for two weeks after saying they had a ********** Outlander and she was already approved but there was no car. If you dont have the title, then dont sell a vehicle. I talked to a representative and that individual said they were waiting on the bank from the last owner to send it and now saying its the sister dealership themselves that have the title. I was told I would have it right after Christmas and nearly a month later I still do t have it. Overall it wasnt a pleasant experience. Ive bought cars from other dealerships and never had to wait so long. 
  Sincerely,
  
  ***********************

  Business response

  01/20/2023

  *******, "harrass" is a strong word and poor choice of words, she sought out our help and we attempted to help her.  Follow-up is not "harassment" -- funny thing, we can't win.  If we don't call enough, people complain; if we call too much, people complain.  We instruct our people if they are going to complain anyway, err on the side of too much, because that is service, and not enough makes the customer feel ignored.  All this other stuff is not the issue, and the title issue was explained.  We have followed the normal process, Chrysler Capital is the one who is letting us both down.  Obviously they lost the title while in their possession, otherwise it would have been sent the day the loan was paid off, otherwise they would not have filed for a duplicate title.  You act like we caused this issue, which is 100% false.  ALL DEALERSHIPS operate this way, they trade for a car with a payoff, they send the payoff, they wait for the title from the lender holding the title.  While doing this, dealers have a power of attorney where they can sign the title on behalf of customer in order to get ************* title in the new name.  That is why it is perfectly legal to sell a car while waiting for a title from the lender (which includes the ******** system with the ********************** that allows us to see the title is good condition, if there is a lien, and who holds the lien).  It is unfortunate, but it happens occasionally -- we dislike this as much, if not more, than you do.  We have multiple employees who have to stop what they are doing and continue to follow this up where if it went normal, it would have all been processed already.  We are working on it, but we have to wait for Chrysler Capital to do their obligated duty first.

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