ComplaintsforHemmings Motor News

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****,I appreciate your attention to this detailed account of my grievance with Hemmings Motor News, which has not only resulted in financial loss but also considerable frustration due to misleading practices and communication failures. My attempt to engage in a straightforward transaction has been met with complications that I believe warrant intervention for resolution and accountability.Extended Context and Concerns:Upon agreeing to list my ********** for auction with a "no reserve" condition, I operated under several misconceptions exacerbated by insufficient information and unclear communication from Hemmings. Notably, the realization that a "no reserve" auction would start bidding at zero and my misunderstanding regarding the flexibility to choose between "no reserve" and "reserve" auction terms directly impacted my decision-making and expectations for the auction outcome.Further complicating matters, Hemmings imposed a $500 buyer's fee on me, the seller, under circumstances that appear both unethical and unjustified by the terms and conditions provided or any reasonable standard of fair business practice. This fee, coupled with the initial $100 listing fee, constitutes a significant financial imposition made more egregious by the context of miscommunication and misunderstanding.Request for Resolution:In light of these considerations and the broader context of my experience with Hemmings Motor News, I seek the following resolutions to address and rectify the situation adequately: A full refund of both the $500 buyer's fee and the initial $100 listing fee, totaling $600, in recognition of the misleading information, communication failures, and the undue financial burden placed upon me as a result. Comprehensive review and clarification from Hemmings on their auction listing practices, especially concerning "no reserve" auction terms and the explicit rights and options available to sellers.

  

  Business response

  03/14/2024

  Said customer agreed to our UA/T&C when creating an account and submitting their vehicle to our auctions for consideration. When the customer agreed to move forward with our "no reserve" recommendation (documentation attached), Hemmings financial obligation began for the listing that ensures at least a minimum ROI of $500. There are resources to prepare the listing for the auction process: We have a professional writing team (1099 contractors that are paid per listing), dedicated Listing Specialist time, technical resources related to our website etc. Their agreement to run a "no reserve" would have been the only option to list their vehicle in our Auctions platform and how our business model is mapped to return our investment of above resources. IF they had declined the "no reserve" they simply would have been given the option to remove their vehicle entirely or move the vehicle to our Make Offer selling platform with a public facing asking price of their choice. When the customer relayed to ********************** that they wanted to remove their listing after all our resources had been applied, we told him to move forward with the Make Offer platform and in his fit of rage he said he would list it for sale in that platform at an egregious asking price to spite us. At this time we did take measures to revamp our expenses for said vehicle and charged customer $500. We will refund customer the $500 and take our loss BUT we will NOT be refunding the non-refundable $100 for the listing submission/consideration. Please see all our communication with customer. In the documents they supplied they conveniently left out some of the language around their responses with us and our UA/T&C can be located at:

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

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

  We don't agree with the customer that he was slighted. The procedures and UA/T&C are standard for our industry. Said user is blocked from our platform for any future use. 

  Customer response

  03/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I acknowledge Hemmings Motor News's response to my complaint but must highlight several discrepancies with their Terms & Conditions (T&C) that have not been addressed adequately.

  
  Misapplication of Buyer's Fee to Seller: Hemmings references a $500 charge as part of their financial obligations for a "no reserve" listing. However, their own User Agreement specifies that such fees are typically associated with the buyer, not the seller. This contradicts the standard practice as outlined in their T&C and unfairly shifts financial burdens onto the seller.

  
  Flexibility in Auction Listing Type: The communication I received from Hemmings suggested that a "no reserve" auction was merely recommended, not obligatory. This nuance implies that sellers have a choice in how they list their vehicles, which contradicts Hemmings' later assertion that "no reserve" was my sole option.

  
  Conversion to Reserve Listing Option: Upon understanding that a "no reserve" auction starts at zero, I requested a shift to a reserve auction to protect my interests. This action was based on the premise provided in Hemmings own guidelines that sellers are afforded options regarding the listing method.

  
  Condition of Vehicle and Listing Eligibility: I note in an earlier e-mail, non running vehicles cannot be listed with a reserve, however, as per the information I provided in the vehicle questionnaire my vehicle does indeed run, which should permit me the option of a reserve auction, per Hemmings own policies.

  
  Lack of Defined Terms for "Make Offer" Listings: There was no clear communication regarding minimum or maximum starting prices for "Make Offer" listings within the T&C or any communications with Hemmings. This absence of information has led to further confusion and misinterpretation of my rights and options as a seller.

   

  You note I was in a fit of rage. That couldn't be further from the truth and that seems like clear projection on Hemmings part. I simply stated I would like my Make Offer Listing Starting Price to be $250,000. As far as Hemmings knows, that was a typo, or a marketing strategy on my part, but either way it is a moot point based upon the points brought up in my previous paragraph.
  

  
  Given these points of contention and the misalignment with Hemmings' published T&C, I find the proposed resolution to be unsatisfactory. I seek not only the refund of the listing fee but also a reevaluation of the process by which my listing was managed, a formal apology posted in a public forum, as well as clearer Terms and Conditions laid out. As such, I wish to pursue arbitration in line with Hemmings Motor News User Agreement to find an equitable resolution.

  Considering there is not a clear pathway to contact Hemmings about Arbitration, per the Terms and Conditions, I have contacted the Privacy Policy Coordinator. If there is a clear pathway to contact Hemmings about Arbitration provided I will utilize that.

  
  I am prepared to discuss this matter further in an arbitration setting, as is my right under the terms agreed upon when I initially listed my vehicle with Hemmings.
  
  Your Warmest Regards without the Faintest Hint of Rage
  

  ******

   

   

  

  Business response

  03/14/2024

  BBB, please review ALL the documentation that we supplied, showing customer emails that explains the situation properly. We will not be responding further to this and will not be speaking with the customer going forward. We are choosing (per our ToS, User Agreements) to terminate his account and his ability to use our platform going forward.

  Our resources have been depleted beyond what the customer has paid us. There will be no arbitration, if you do take the time to review the documents we have loaded to your site per your request, you will see that this client is just angry he didn't get his way.  He was refunded his $500, you win. Please stop harassing us.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on 12/03/2022 I mailed my renewal request to Hemmings Motor News have yet to receive a single issue nor had received any correspondence from anyone within the organization. My check has cleared my bank showing that they have received my payment.

  

  Business response

  03/13/2023

  We received and processed *************' on December 9th. We have been mailing him issues since then. 
  
  If he is having trouble he should contact our customer service department @ ******************************** or call **************. 
  We'll gladly investigate and remedy the situation. 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a payment ($20.00) to Hemmings to renew my father's exisiting subscription-the check cleared my bank on 12/30/2021. Starting in February 2022 we started to receive not only my father's monthly magazine but another copy of the same magazine addressed to myself with a different account number. I sent ********************** an email on February 11, 2022 explaining I did not ask for (or want) a subscription in my name; my father and I live at the same address, the payment was to renew my father's subscrition, etc. I also sent a written hard copy letter the same day asking that they cancel the subscription in my name and transfer the money I paid to my father's account. I did not receive a response. In March we again received two copies of the same magazine. I sent another email request last week asking that they just cancel the subscription for myself and refund my money. To date I have not received any response or correspondence from Hemmings at all. **************** is non-exisent and they can't even apply payments correctly. Very disappointed as my father is a long term subscriber. I wouldn't be here typing this if they could even respond to my numerous requests.

  Customer response

  04/03/2022

  I have not heard from the business in response to my complaint.

  

  Business response

  04/11/2022

  Complaint Involves:
  Refund Or Exchange Issues
  
  Customers Statement of the Problem:
  
  I sent a payment ($20.00) to Hemmings to renew my father's exisiting subscription-the check cleared my bank on 12/30/2021.
  
  Explanation: On 1/18 a HMN promotional order was processed on 1/18, this promotional offer was returned with Robyns name on it and
  the account was set up accordingly.  The check was cashed by HMN on 1/11.  This order was scheduled to begin with the March issue.  The March and April issues were sent.
  
  Starting in February 2022 we started to receive not only my father's monthly magazine but another copy of the same magazine addressed to myself with a different account number.
  
  Explanation: Duplicate copies were sent to *********** because there were two accounts at this address for reasons explained above.
  
  I sent Hemmings an email on February 11, 2022 explaining I did not ask for (or want) a subscription in my name; my father and I live at the same address, the payment was to renew my father's subscrition,etc. I also sent a written hard copy letter the same day asking that they cancel the subscription in my name and transfer the money I paid to my father's account. I did not receive a response.
  
  Explanation: on 2/18 upon receiving the transfer request, a full credit was transferred from Robyns account to her Fathers account adding a full year to his subscription by ************************ subscription is good thru the April issue of 2023.
  There is no note regarding a response was required by customer.
  
  
  In March we again received two copies of the same magazine. I sent another email request last week asking that they just cancel the subscription for myself and refund my money. To date I have not received any response or correspondence from Hemmings at all.
  
  Explanation: At this time it would make sense that the customer would still receive duplicate copies because the labels had been printed prior to the adjustment that was made. Customer would receive the March issue and would also receive the April issue for the same reason.  The April issue should be the last duplicate issue that she receives.
  
  Customer service is non-exisent and they can't even apply payments correctly. Very disappointed as my father is a long term subscriber. I wouldn't be here typing this if they could even respond to my numerous requests.
  
  Explanation- It appears all issues with this account have been rectified.
  
  
  
  
  
  
  
  
  
  

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