ComplaintsforRoyal Moore Auto Center

• Initial Complaint

  07/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  1. On July 10, 2023, I came across an internet advertisement (Exhibit 101) by Royal Moore Auto Sales promoting a motor vehicle for sale at an advertised Offering Price of $23,500.2. Relying on the advertised Offering Price, I traveled approximately 195 miles from the Greater Seattle Area, ** to *********, ** and visited Royal Moore's dealership on July 13, 2023 with the intention to purchase the motor vehicle at the stated price.3. During the purchase process, I was presented with an invoice (Exhibit 102) which indicated an additional $389 charge for THEFT CODE. When I attempted to decline this charge, the sales representative explained it was for anti-theft etching and was required or else the vehicle would not be sold. After negotiation, I received another invoice (Exhibit 103) with a $200 price reduction on the vehicle but was told again that the $389 THEFT CODE charge was required.4. The $389 THEFT CODE charge is considered a part of the vehicle Offering Price defined by OAR 137-020-0020(2)(v) but was not included in the advertisement (Exhibit 101), a violation of Mandatory Posting of Offering Price pursuant to OAR 137-020-0020(3)(a).5. On July 14, 2023, I sent my complaint to the dealership over e-mail and received a phone call offering to buy-back and re-sell the vehicle without the $389 charge. This contradicts previous information that the charge was a requirement for purchase and constitutes False Representation Regarding Goods pursuant to OAR 137-020-0020(3)(L).6. On July 15, 2023, I informed the dealership that traveling ************************************************************************************************************** over a mailed check. The dealer declined my request, resulting in my escalation to this current complaint.7. As a result of this deceptive sales practice, I suffered financial harm and undue inconvenience.I am seeking electronic or mail refund of the $389 charge and ****% tax for a total of $433.73.

  Business response

  08/08/2023

  We will keep our response to this claim brief due to the customers continued attempts to extort and threaten the dealership and the management staff.
  *************** and *********************** purchased a 2022 ****** Prius on 07-13-2023. After coming to the dealership and attempting to negotiate the price, they left with the purchase order showing the price of the vehicle as advertised at $23500.00.
  Later the same day they returned and attempted to again negotiate the price, at which time the manager on duty decided to discount the car $200.00 and sell the vehicle. *************** and *********************** agreed at that time to purchase the vehicle. At NO TIME was the Theft code represented as mandatory or anything other than an optional product for purchase.
  *************** and ********************************** offered various OPTIONAL products **************** Contract, Maintenance Contract, etc). They declined all other products. At that time they signed all of the required paperwork,including the Purchase Order and the Theft Code contract. They then left the dealership without incident.
  After the purchase they threatened to file Legal action,attempted to besmirch the reputation of the professionals involved and were generally combative. *************** and *********************** then had a third partycontact the dealership to again threaten legal action and attempt to extort various monies including gas for driving to the dealership to purchase the car.  Our management team informed them that if they wish to come cancel the OPTIONAL product, they could do so and the money would be refunded.  They insisted on additional monies they are neither due nor entitled to in an obvious attempt to extort money from the business.
  We stand by the offer to cancel and refund the money with a signed cancellation agreement.

  Customer response

  08/08/2023

   
  Complaint: 20327280
  
  I am rejecting this response because: the theft code was represented by sales rep *********************** and the supervising sales manager as a mandatory condition for sale of the vehicle, in direct violation of OAR-020-0020(L). We attempted to purchase the car at the Advertised Price of ****** without the theft code but was denied sale. The 200 discount was given to as a concession to offset the mandatory theft code and when we asked for the theft code to be removed in lieu of the discount we were again denied. This is a recurring issue at the business (**************************,
  **************************) and while our legal representation has suggested considering a class action, we hope to settle the dispute informally. Requesting a 200 mile drive to obtain a refund for illegal sales practice is unreasonable, and we hope Royal Moore aligned with conducting fair and legal sales practices and equitable dispute resolution by cancelling the theft code policy and issuing the refund via mailed check (similar to the legally required licensing overpayment refund check issued this past week).
  
  Sincerely,
  
  *************************

  Business response

  08/14/2023

  We have attempted to reach the customer multiple times. As soon as the customer responds to our calls and emails, we will be able to send them the cancellation form. As soon as this form is signed and returned we will immediately issue a refund check for the optional Theft Code. We did not ask the customer to drive to or return to the dealership for this. We conduct a fair and legal business and simply need the form signed to cancel the product, it's benefits and registration.  Upon receipt of this we will promptly complete the refund process. We will continue to wait for the customer to respond to our contact attempts and sign the required document.

  Thanks

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