ComplaintsforOgden Motors LLC

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Go & test drive a suburban & before I get the key ray says the AC doesnt work but he says I got a guy don't worry about that So me & my wife test drive it and on the test drive we notice that that breaks are loud So we get back to the dealership and talk to him about the AC & breaks We go threw with the process of signing all the papers for it and it was written in and signed by us all in our contract that the dealership would fix the AC and the breaks While signing the contract we notice that they added 700 dollars to there purchase price from ad before even adding any other fees There ad was 2800 and they started there price at 3500 then added all the dealer and dmv fees ontop that Taking a 2800 vehicle to ending at 4100 We finally get the vehicle pay our down payment and then he has us take it to go get emissions done because it wasnt done prior to selling to us Then we go to get ahold of them to get the AC fixed and they tell us to contact the shop they go threw to set time to drop the vehicle off Days prior to taking to the shop the gas gauge stops working &the check engine light comes on for evap codes So while at shop for only AC because I fixed the breaks my self prior to finally being able to get it into the shop i asked the mechanic to check the code and gauge and was told the fuel pump was bad and the AC was the condenser The mechanic got ahold of Ray and he said they would not take care of the fuel pump so I told him to just wait on that and at least do the AC which was apart of our contract to be fixed I also supplied the Condenser to help the bill on it I then get a call from the mechanic telling me that it was done and ready to be picked up but that Ray had told him they would not pay any of the bill even though it was to fix what was signed in our contract to be taken care of by the shop I tried getting ahold of them to see what was going on I received no answer so I sent a text to his wife she said she would have him contact us still nothing

  Business response

  12/13/2021

  Responding to complaint form our customer ***** ******.

  We're a bit surprised as ***** and his wife were very pleasant to work with. We got them financing through Capitol Eleven Financing and that requires another $550.00 service fee above the sale price that Capitol charges us . This was disclosed while completing their Capital Eleven paperwork and Ogden Motors paperwork that is signed by *****..   We did offer and gave ***** a due bill for his breaks and AC at the time of sale.. Apparently according to ***** he had a check engine light or something  when he took the vehicle to our vendor to repair the AC. ***** states he was told he had to pay for the AC as well as I believe the new found problem his fuel pump.  ***** texted me and stated he thought we should also pay for the fuel pump. The vehicle was sold as is with no warranty from Ogden Motors but a due bill was completed to ensure ***** got his AC and breaks done. ***** signed Th Buyer Guide with The AS/IS no warranty.  ***** was offered warranty and Gap insurance through Capital Eleven and declined both.

  ***** came to our lot and looked at a couple of vehicles in November and inquired about prices for a friend about 2 weeks before he went to get his AC fixed, he was very kind and polite and we were not made aware of any discontent he had about his vehicle purchase.. We had no idea there was no known issue. Our vendor who completed the AC repair said he did not disclose to ***** that he needed to pay for the AC but he would need to pay for whatever the fuels pump problem was as it was not included on the due bill from Ogden Motors. I first became aware of *****'s dismay on or about November 30, 2021 via text message. In this text he expressed being upset about his  charges on his signed contract as well as his new auto problem the  fuel pump and stated we had already got him  enough that he felt we should take care of the fuel pump. I informed ***** via text and let him know I forward the info to our service guy and also provided him with the number to call service person to see how to proceed with the fuel pump. We often allow our customers to get help through our vendors and the service guy would need to address that. ***** further stated that our vendor was holding the vehicle for non payment. I reached the vendor outside of business hours and he stated that he told ***** he would need to pay for the fuel pump  if he wanted it repaired as ***** had asked our vendor to diagnose the problem and Ogden Motors would be billed on the AC repair. I then texted ***** and let him know he could pick up his vehicle on December 6 when our vendor was open for business. It was during the November 30th text that I learned that ***** had replaced the brakes himself which Ogden Motors would have had he called and coordinated with our service person. I have not heard from ***** since and feel terrible he is so upset. It was actually quite a surprise for us all as him and his wife were a lot of un to to do business with.

   

  Tanya E***

  Sales Person/Office Clerk

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