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| - I recently purchased a used vehicle from Keith Hawthorne Ford on 2/9/18. The only reason I came to this dealership was because this particular vehicle was on their lot. The sales and financing process was great from start to finish, the shady behavior began a month later. Below is a full outline of my post-sale experience with the dealership.
4/12/18: As an update to my gleaming 5-star review posted back in March, things got a little shady post-sale. On 3/4/18, I received a notification that a payment was released from my account for the same vehicle I traded in to the dealership on 2/9/18. After speaking with my salesman, he chalked it up to my previous loan service company not disabling auto-pay so I contacted them to let them know. After speaking with the loan care company, they advised that the payoff check for my previous vehicle (the one traded on 2/9/18) had not been received by Keith Hawthorne. I then called Keith Hawthorne again, who told me they would verify with their accounting department when and where the check was sent and I would receive a call back with all that information. Crickets. I waited a day, called the dealership and asked to speak with the individual who was supposed to call me back, she was out of the office so I left a voicemail. The next day, I still had not received a call back from the accounting department so I called again, "She's not available", left voicemail number 2. All this time, I'm still following up with the loan service company who continues to advise me that no payoff check has been received. By 3/12/18, I had still heard nothing from the dealership and after viewing their website it appeared the vehicle I traded in had been sold? I found this extremely interesting, because I wasn't sure how a dealership was able to sell a vehicle with an outstanding lien on it, but I digress. Due to my frustration, I sent a detailed email to the General Manager of Keith Hawthorne (because calling was clearly not working). He responded that afternoon, advising he was looking into the matter and would be in touch. As usual, by the next day I still had not heard anything from the GM. I made a call to the dealership, asking to speak with this particular GM, but of course he was "helping a customer" but she could take a message. I asked the receptionist when I would receive a return call, she wasn't able to give me an answer so I advised her that I would be glad to get my attorney involved (who was already made aware of the situation when it began) if I wasn't able to speak with someone immediately. She then transferred me to the Sales Manager, who advised me that he located the issue and it would be handled that afternoon. I spoke with the loan service company the next day, who advised they had received the payoff check in the correct amount per the contract I signed in the financing process and I would be issued a refund for the over-payment I made on 3/4/18 but it would take 3-4 weeks. I was content knowing that the issue seemed to be resolved. Fast forward 4/5/18, I still had not received the refund check. I called the loan service company, who advised me they received the payoff check, but then received a stop payment on the original check, followed by another check in a lesser amount than what my initial contract stated. Per the loan service company, the new (lesser) check voided out my reimbursement check. I called the dealership on 4/6/18 with my attorney on the line to speak with the Sales Manager. He said he had no clue why a check for a lesser amount was sent for payoff, but would contact the accounting department. I received a call back from him an hour later where he advised they had my reimbursement check, and were just waiting on the title to be sent from the loan company. As of today, 4/12/18 I have finally received my reimbursement check. Although they completed their end of the deal, it does not make up for the time and MONEY I had to spend on a vehicle I no longer own.
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