This is long but it might be helpful to some of you, I would encourage you to read the whole thing. Stupidity & fatigue played a big role on my part and typical nasty car dealership behavior on bell road automalls part
(Not the same group of sales people I bought my last car from).
I went to Bell Road Mazda on Dec 16, 2005 in response to a ad they had sent me. (very satisfied previous customer at the time) The ad stated we can get you into a new car, while you keep your old monthly payment. I did the math in my head and they still would of made there money and I get a good deal on my car, so I was confident something could be workout.
Once I got there I worked with with Jeffrey French.After doing the hagling for a few hours it was time to go because I had a flight to catch with my fiance (who was with me at the dealer)the following morning and we had a lot of errands to run that night. So they managed to keep me interested & there for 2 more hours since I was close to getting what I wanted. Mr French came over and said ok $350/72months, you get the $500 gas card we talked about and the $1000 gift certificate. My reaction was, ok cool finally we are done. By this time im tired and stressed and I have alot to do and really no time to do it so my mind isnt really there. I sign the contract not really focusing on. So I return from my trip and see my contract stipulates 350 for 84 months. I saw 72 in the contract, what I though was lenght of the payment term was actually the warrenty months, 72.
Below is the initial letter I sent BBB Phoenix which summarizes things up after I returned from my trip...
I was offered a $1,000 shopping certificate at www.selectyourgifts.com. When I attempted to spend this gift certificate, I learned that the shipping costs per gift were not included. Shipping costs on a typical gift were 50% or more of the total value of the product. I was also promised a $500.00 gas card would accompany my purchase, which I have not received.
On January 15, 2006, I wrote a letter to Mr. Winding, Sales Manager at Bell Road Mazda, outlining my concerns. Mr. French contacted me a few days later and asked me to come to the dealership to work out the problem. Since I my fiancee was out of town my mother and I went to see Mr. French on January 19th, he showed us a copy of the worksheet rather than the original. It took Mr. French a long time to bring us the supposed copy of the original worksheet. The worksheet, according to Mr. French, showed a monthly payment of $350.00 but no monthly term. Also, the copy showed the gas card crossed out whereas the original did not. I repeatedly asked for the original worksheet which was done to my knowledge in blue marker, but Mr. French ignored my request. He did not respond to my request, tried changing the subject, and addressed my mother to avoid answering my questions about the whereabouts of the original worksheet. My intelligence as well as my mother's was insulted when Mr. French said “I will only make $25 off this deal, the dealership owner will be broke.” Mr. Winding did not appear at this meeting at all.
In short, “extremely dissatisfied” does not begin to express my feelings about my experience in purchasing a car from Bell Road Mazda. My contract does not accurately reflect the agreement reached between Bell Road Mazda via Mr. French and me. Also, the shopping certificate was unfairly represented, and the gas card promised to me was not delivered. Lastly, I should not have been required to make my first payment for another full month. My attempt to work out this problem with Bell Road Mazda was unsuccessful.
In closing, in my final conversation with Mr. French in which he called me on January 30, 2006, he offered me “stuff” ( accessories, free oil changes, things of that nature, however these were not mentioned specifically) in exchange for a satisfactory response on the sales survey which I will receive from Mazda Corporation.
Since this letter I have made very little headway. Below is the correspondense between me, Bell Road AutoMall and BBB Phoenix.
From: Marcella French [mailto:crm@bellrdautomall.com]
Sent: Wednesday, February 15, 2006 10:46 AM
To: Linton Blaise
Subject: Tibor Paufler
February 15, 2006
The Better Business Bureau
4428 N. 12th St.
Phoenix, AZ 85014-4585
Dear Ms. :
In response to the above referenced complaint, the Truth and Lending document that Mr. TIbor signed was legible and terms and price were also circled. We are not sure how the $1,000 gift certificate was represented, but we would be more that happy to discuss some form of refund on this particular issue. Third, the gas card promised in the amount of $500 would also be an issue we would be more than happy to discuss. As far as the payment issue, it is standard protocol for a payment to be due 30 days on any installment loan.
In closing we at The Big Automall prides ourselves on Customer Satisfaction and we value Mr. Pauffler's business and would be willing to discuss some form of refund on both the gift certificate, as well as the gas card. We would require Mr. Pauffler to sign some form of release showing his satisfaction at that time. Please have Mr. Pauffler contact me at his earliest convenience at 602-993-3322
Thank you,
Marcella French
Customer Relations Director/Administrative Assistant
Complaint#
Better Business Bureau Phoenix
ATTN: Linton Blaise
4428 N. 12th st.
Phoenix, AZ 85014-4585
Dear Ms. :
In response to Bell Road Auto Mall's letter regarding Complaint # 37016027, there are a few key issues that I wish to address that prevent the resolution of this matter. Bell Road Auto Mall's failure to produce the original worksheet which indicates the monthly payment and term we agreed upon suggests that the Truth and Lending document does not reflect that agreement.
Furthermore, Mr. French should not have offered a sixty day delay in the first payment if such a delay were not standard protocol.
In order to resolve this matter, I would like Bell Road Auto Mall to refund me 50% of the difference between the original agreement total payments ($350.00 x 72 months) and the Truth and Lending document total payments ($351.10 x 84 months) totaling ($29,492.40 – $25,200.00=$4,292.40/2=$2,146.20) plus the missing $500 gas card. At this time, I am willing to forego the $1000 gift certificate promised at the time of sale. I would also be willing to sign a release of satisfaction if these terms were met in a timely fashion. Thank you for your time and attention to this matter.
From: Marcella French [mailto:crm@bellrdautomall.com]
Sent: Friday, March 10, 2006 4:20 PM
To: Crystal Nolen
Subject: I will scan attachment on MOnday mornign before noon.
March 10, 2006
The Better Business Bureau
ATTENTION: Crystal Nolen
4428 N. 12th St.
Phoenix, AZ 85014
RE: # ? Tibor Paufler ? Letter #2
Dear Mr.:
In response to the above referenced complaint, Big Automall did meet all of the contractual agreements terms and conditions. The ?original worksheet?, Mr. Paufler is referring to contain no signatures of any kind from our staff or by Mr. Paufler. See attached.
At this time we would be more that happy to ensure that Mr. Paufler receives his $500.00 gas card along with 1 year of free service on his vehicle for any inconvenience this situation may have caused him.
Thank you,
Marcella French
Administrative Assistant/Customer Relations Director
There is a attachment that bbb phoenix has not posted.
I currently am in the process of writing a response.
T
Peoria, Arizona
U.S.A.
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