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Report: #1380772

Complaint Review: Mac Churchill Acura - Ft Worth Texas

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  • Reported By: Sue Donym — Irving Texas USA
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  • Mac Churchill Acura 3125 NE Loop 820, Ft Worth, Texas 76137 Ft Worth, Texas USA

Mac Churchill Acura (DBA) Mac Churchill Auto Mall An easy sale turned bad to inept, misappropriated contract & charged unwanted warranty Ft Worth Texas

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I originally purchased a 2011 Honda CRV EXL (listed price of $13995.00) from Dave Diamond for a set price including Fees & TT&L, out the door, for $15100.00. This deal also included fixing/servicing the following noticed issues with the vehicle.to be repaired per deal negotiation with salesman Dave Diamond. 1. The windshield wiper fluid holder was cracked with huge hole and could not hold any water nor washer fluid and was agreed Mac Churchill would repair/replace. 2. The rear camera lens appeared foggy or scratched and Mac Churchill was to clean/buff the lens for clarity to use and ensure safety when in use. 3. Mac Churchill would find/replace the missing piece on the shifter. 4. Mac Churchill would steam cloth interior, particularly head liner, and detail clean the plastic interior (particularly the front where sunroof, interior reading lights, sunglasses holder area, door handles, etc.) where you could visibly see stains. 5. Mac Churchill would replace back windshield wiper blade and any dry rotted sealing in rear wiper area. 6. Mac Churchill would fix/repair paint difference in hood & driver door handle nicks which should match the exterior silver color. 7. Would wash & detail car anytime the car is brought in for service. (Dave Diamond also promised free oil changes; however, Mr. Tom Preciado, one of the finance managers (now, 6.23.17, newly finance director) stated on 02/04/17 he didn’t think the oil changes for free could be honored.) 8. Provide second key, which Dave Diamond said was on paperwork but the "key guy" had already left. (This was provided to me on 01/21/17 by Lance Hathcock, my first "new interim salesman as Dave Diamond was fired shortly after my purchase.) 9. Mac Churchill would verify if the warranty recall from Honda could be fixed there or if David McDavid (closest Honda dealer to my home in Irving). I had pre-qualified financing already through Capital One for this amount putting a deposit of $3000.00 (which I paid to Mac Churchill on January 4, 2017) leaving payment actual amount $212.38 @ 5.28% financing for 60 months, which included all TTL & any necessary fees. I provided said certificate information provided by Capital One and gave Dave Diamond to avoid confusion or hassle with finance department. I filled out the credit application with the communicated understanding I only did in order to run per Mac Churchill salesman Dave Diamond request as their SOP even if I only wanted the Capital One finance deal I came in with and NOT from any other finance offers. Despite my understanding that we were all in agreement; clearly, that deal didn't occur. Further confused by the fact Dave Nguyen ("finance manager/warranty sales") complicated matters by changing deal & finance options multiple times over an inordinate & unwarranted beyond long period of time, even after stating repeatedly I needed to get home as I was in a surgical boot and in pain after already having been there for hours which verged on feeling held hostage) and I didn’t want to discuss buying an unwanted "extended warranty". I kept repeating "I want the deal I came in with", multiple times and each time was met by Mr. Nguyen badgering “if we could do this, re-calculating finance terms, would you...” and each time I said “I only want the deal I came in with and was agreed to by sales, Mr. Diamond”. The last “deal” Mr. Nguyen said was “if I could get the extended warranty and keep the same deal terms I'd previously agreed to with sales, would I take it?" Also during all this back & forth time, no contract was ever typed up nor supplied that day when I drove the vehicle home with the understanding much of the discussed had to be "cleared" or "approved" by/with financing coompany and it was by this time already after 10pm and most personnel had already left. At the time I drove off the lot that night, I was only given CarFax and a letter sized printed paper standard B&W that stated as “Buyer’s Tag Receipt” (in case I was pulled over, etc.) and the ONLY carbon copy documents I signed that evening was an "odometer disclosure agreement”, “agreement to furnish insurance policy”, ”conditional delivery agreement” and my deposit receipt (none of these yellow copies were given to me at that time and NO contract was ever presented, shown, disclosed, nor had I signed). It wasn't until January 13, 2017 when I began to have questions regarding the car purchase/finance/agreements. On this date, I was asked by Mr. Nguyen to provide mail/billings since it was needed for finance purposes. I immediately complied and provided Dave Nguyen mail from Capital One that showed clearly showed my legal name (due to divorce) & reflecting accurate billing address (my Texas address and legal divorce decree showing my maiden name of since I had just moved from Georgia to Texas and I hadn't yet received my Texas documentation yet). I should have communicated, then, that I found it odd that Mr. Nguyen said the Capital One mailing I had provided was NOT enough to show the finance company my legal address given that my financing SHOULD'VE been with my pre-qualified Capital One finance deal. (I did not know that Mr. Nguyen had chosen not to use my Capital Once financing. However, I, in good faith, didn’t think of it at the time as I felt confident Mr. Nguyen was aware and understood I expected the financing through Capital One since it was a major contention repeated to excess.) Then, on January 16th, I realized there was still no contract on my purchased vehicle. Eli, from TD Auto, called me to inquire of my identity for security purposes for financing, I told him that day that not only did I NOT have a contract (which he confirmed had NOT been issued yet) but, that I didn’t choose to finance through them and I felt these actions were very deceptive as I did NOT agree with this option. He said he would note it but to contact Mac Churchill to correct. I first contacted Capital One financing (who said that Mac Churchill “linked to my finance deal certification” and that Mac Churchill “clicked and reviewed offer” because Capital One had my vin#; however, they "never completed it" and she instructed me to have Mac Churchill call Capital One relationship manager @ 888-396-2623 to complete the selected finance offer), when I received a call & text from a new & unknown salesman, Lance Hathcock, stating that Dave Diamond (along with most of the staff at the Pre-owned side were fired) and that I needed to come in to get my car inspection and tags done as soon as possible, as it had not yet been done. I texted Lance back that I would come that Saturday, January 21st, around lunch time and mentioned to him that I needed to discuss my lack of contract documentation, finance agreement confusion and the other issues that were still unresolved per my already agreed upon deal with original salesman, Dave Diamond. I showed up to Mac Churchill on Saturday, January 21st, around 1 pm. I met Lance and after handing him my keys (so the car could be inspected, etc.) I showed him the only papers I had regarding the car purchase (intent to buy document), I said I paid $3k in deposit (which he was unaware of), that I had no contract, the issues that Dave Diamond agreed to fix and the purchase agreement terms. He said he would get the inspection started and try to "locate" my contract. Throughout the almost 5 HOURS, I was there, Lance came to check on me every hour or so and each time I shared my concerns and each time he said they were "still searching" for my contract, etc. After a couple hours, I asked to speak with store manager, Paul Garrett, and, again, I told him all of my concerns and issues including lack of contract and my ever growing concern of deceptive practices due to inability to find and know any details of my purchase, deposit, contract, financing terms, vehicle issues, etc. Throughout all the hours I was there, not only was my time wasted, I found out not only was there no EXISTING contract but there was no one who even could FIND any paperwork; such as, contract, purchase agreement, finance terms/agreement, etc. However, Lance did find the second key to my vehicle but I made sure I showed him the only items I was handed from January 4th, my deposit slip and again voiced my issues ad nauseum to which Lance Hathcock said “he’d known Mac for 20 years, and he knew him to take care of his customers and he knew that Mac would act honorably to ensure all my concerns would be resolved to my satisfaction”. Lance also said he would have resolutions the following Monday morning, January 23rd. My car was washed and I left believing my car was inspected and all registration was performed and that my financing and contract would be performed per the agreement of $15100.00 price including TT&L, $3000.00 deposit, Capital One finance qualification# 13xxxxxxxx8, reflecting estimated $212.38/mth at 5.28% APR for 60 months. If the warranty was not included (per Dave Nguyen’s offer “If I keep everything the same, matching financing terms and payments, would I take the warranty and use the additional $2000.00( I planned on adding onto the already $3000.00 deposit) towards the principle of the finance contract”) then, I did NOT want warranty, just the agreement I shook hands on with my original salesman Dave Diamond as I agreed to a price of $15100.00 to allow for all fees including TT&L on a vehicle listed price as $13995.00, which is a reasonable deal for both parties. Upon drive home, I began leaving many, many voicemails for Lance Hathcock (new salesman), Paul Garrett (store manager), Ray Jones (Finance Director), Mike Mata (pre Owned Sales Manager) and Jen Hiner (C/R) all beginning January 23rd, trying to voice my concerns and try to ensure all agreements met to any responsibly ethical and management authoritative personnel. On January 26th, Paul Garrett called stating that I needed to come in AGAIN for inspection and registration as it was NOT performed back on January 21st when I was there for several hours and Paul had no idea who at Mac Churchill dropped the ball or why it was not performed as promised & said was don; yet, clearly my previous visit was a PRETENSE as NO contract paperwork could be found to date!. Lance texted me back on January 30th, after I inquired about his broken commitments that he would have it resolved by January 23rd, he stated that "WITHOUT the contract, etc. he had done all he could as he was just filling in for all the people that were impacted by the mass staff firing” and to contact finance or management. Paul Garrett pretty much said the same thing and would transfer me to either Mike Mata’s voicemail or Ray Jones’ voicemail anytime I called Paul. The only person who ever answered or returned voicemails was Jen Hiner; however, we played phone tag for awhile with exceptions. On the morning of January 30th, in which Ms. Hiner was heading into a meeting Ray Jones (finance director, at the time but since has left Mac Churchill) was attending and she said she would discuss with him & call me back. Also, she mentioned that the reason for the full credit run check, instead of just the Capital One deal I came in with and wanted was SOP to get customer the best deal and she said it appears that the TD Auto deal was lower than my Capital One; however, (as you’ll see below) when I finally received contract/finance copies this is NOT so. Coincidentally, later that same day, Paul Garrett called stating the contract “HAD FINALLY BEEN FOUND” (26 DAYS FROM ORIG DATE OF PURCHASE) and requested if I wanted it mailed. I said under NO circumstance to mail it as I was already coming in person that weekend, February 4th, for the inspection/registration on the vehicle that apparently was NOT performed on January 21st during the several hours I was there. I WANTED MY RIGHT TO OPEN, review and discuss contract IN PERSON since up until this date, no contract had ever been found, produced in almost a month since I originally purchased vehicle. However, despite my adamant discussion with Mr. Garrett on January 30th to NOT mail the “found/produced” contracts discussed the day before, he apparently still mailed it anyway per postmarked envelope of January 31st. Again, further proving the multitude of mistakes, inaccuracies, fumbles and blatant disregard for this customer that only further feelings of mistrust, misrepresentations, seemingly deceptive practices by the sheer myriad of listed opportunities and attempts I made to voice my discord, disapproval civilly, calmly and respectfully when requests reasonable resolutions. In the meantime, I received a (still uncashed) check# 110955 for $51.75 still unexplained “refund of overage on tag fee” postmarked February 2nd. I still am not sure what or why caused this small refund but, I will NOT cash without knowing what it’s for as I understand to deposit a check is a form of accepting contract terms and at this point there is NO TRUST or faith in an accurate contract nor billing. I did return to Mac Churchill AGAIN (for the 4th TIME IN 1 MONTH) on February 4th to have the inspection performed AGAIN and brought all the "FOUND" mailed paperwork & check to use this last trip there to take advantage to discuss all the increasing number of issues I had previously called Mike Mata to confirm he would be there on that day to discuss, which he said he would; however, when I asked for him a Mr. Tom Preciado was the only person who came to greet me despite my saying I was here to meet with Mike Mata. Only Tom escorted me to a conference room to review & discuss. I showed him the CONTRACT MANIPULATION, discussed the agreement that was to have occurred, itemized the multiple visits, communications, dates & times of phone calls, voicemails, etc. He asked to see the list I had handwritten in front of me and asked if he could make copies, which I had no problem with him doing so. He left it that they would pull the video and review it and let me know what/how they would handle my complaints by the middle of the upcoming week. Weeks passed before Ms. Jennifer Hiner and I spoke. She communicated she reviewed the hours plus time in Dave Nguyen’s office on January 4th. She said I couldn’t have access to the full video but could show me ONLY A SMALL CLIP of JUST ENOUGH TO "SHOW". me accepting & signing the contract that was unfiled with finance, unfounded until a month later, that no one could discuss because they could find no record of and the first I saw of said contract was only after it was mailed, despite me firmly requesting to pick up & discuss in person due to all the previous requests, visits, voicemails, conversations, I knew there would be inconsistencies and wanted to be in front of a Mac Churchill employee when opening due to the deceptions I had discovered/encountered throughout the month prior. It was hard to describe the manipulation of certain questionable paperwork to Ms. Hiner over the phone and requested an appointment to bring in all my grievances, complaints and needs to her and any other management personnel in the hopes of finding, at the very least, a compromise. You can visibly tell by the manner of which the paperwork is folded to further the carbon copies manipulation especially when these contracts were not presented before nor to me nor were they filed and were “lost” for weeks before finally “found” almost a month later!! Additionally, I have not reopened or viewed the contracts since as I do not want to disturb the manner in which they have been engineered by the staff. Unfortunately, an urgent medical emergency requiring treatments that left me bedridden & took immediate precedence over anything else I could do about ALL these unresolved issues and I was unable to return her call to set up an appointment for the last Friday of February. Although, on March 4th, I not only left her a voicemail requesting an appointment for resolution but I also left an in person message with the receptionist at Mac Churchill when I picked up the license plates. I have yet to hear back from her. I realize that, per Ms. Hiner, the only way to change my finance terms is to re-finance. However, I take issue with the following noted previously notated above. If my original deal was Sale Price ​$15100.00 Less deposit​($3000.00) paid by credit card on 01/04/17 Financing TTL​$12100.00, Finance Terms of 5.28% for 60 months (equaling $12738.88 including APR) Why was it billed (see below) on a NON FINDABLE, NON EXISTING CONTRACT (supposed signed) UNTIL at least 01/30/17, date Mr. Paul Garrett called stating contract was “found”? HOW CAN UNEXISTING, UNFOUNDED CONTRACT BE SIGNED BY A PURCHASER, WHO IS NOT THERE, IF CONTRACT IS UNEXISTING & UNPRODUCABLE UNTIL A MONTH LATER??? Yet MacChurchill's CREATIVE Finance contract total​ s $15028.86 My deposit was NOT represented Therefore, ​$15028.86, Finance terms 5.28% for 72 Months ( NOT THE 60 MTh Orig deal) ​(equaling $17537.04, including APR) By my calculations, I’ve been OVER CHARGED $7798.44 ON a CONTRACT that most logically concluded was manufactured after date of original intended purchase!! ​$1875.60 (the $31.26 difference per month from original understood agreement for 60 months) ​$2922.84 (the additional year at $243.57/month from understood agreement of 60 months) ​$3000.00 (the deposit I paid but not applied) I would never pay $7798.44, almost half the total price of the car, for an “extended warranty” because all in I COULD'VE BOUGHT AN ALMOST NEW CAR FOR THAT OVERBLOATED PRICE! I believe given all I’ve listed above, including the numerous attempts I made both in person and verbally either over phone conversations, texts, emails or on voicemails, and the mismanagement of my entire purchase and experience with Mac Churchill and its employees, practices, the numerous trips I had to make to your offices (I live in Irving/Las Colinas) including the over 5 hours I spent on 01/21/17 for an inspection, etc. that was NEVER performed that day and required me to come back out on 02/04/17 to actually have performed, not to mention the many hours/days of my time this has all been required to finalize a deal that was originally an easy purchase. Also, I think it is a reasonable assumption that given the many missteps, mistakes, hiccups and misrepresentations from personnel at Mac Churchill that I’ve noted in detail above by many of its personnel (and some of which can be corroborated) that it is NOT a stretch to state what I ask to have resolved is unreasonable. Ms. Jennifer Hiner said nothing could be done about the financing except to re-finance. If this is the case and nothing can be done by Mac Churchill to correct this, the last that can be done is to honor the following... 1. CORRECT, REPAIR, REPLACE THE ISSUES ON THE CAR ITSELF, as agreed upon during sales exchange with Dave Diamond and listed earlier in this letter, and to do so without requiring me to make multiple trips to Mac Churchill to do so. 2. RETURN/REFUND my DEPOSIT of $3000.00 3. REINBURSE the additional $4798.44 that was over charged from the original agreement (details and numbers cited above) so as to pay towards the loan Mr. Dave Nguyen chose instead of my choice as it pertains to my loan financing and terms. I wish to put an end to wasting both my and your time on this “deal”. I can NOT continue regurgitating and rehashing this over and over again without end nor resolution. I know that I am only one customer but I am one that has very clearly been put through the unnecessary ringer of stress and merry go round of mistakes and pass offs from your employees at a detriment to my health and not to mention the feeling I get every time I see my car, which I loved so much I bought, now fills me with disappointment and breaks my heart because of the practices of all your dealership personnel except for Ms. Hiner (as she was the only one who would return calls or take the time to discuss to resolve without passing the buck or push back). This whole thing makes me very sad as I owned an Acura before (that saved my life) and because of I was a sworn forever Acura and Honda customer but, this whole experience has tainted it. I am a rational person requesting reasonable resolution not like the many angry customers I have seen in the showroom I’ve seen on each occasion I’ve been there including the night I purchased the car as I believe resolution can be had by reasonable and mature parties. My complaints have never wavered nor changed throughout all the many attempts made to seek assistance. I seek resolution with you without having to resort to obtaining an attorney and both of us racking up legal fees not to mention more of our time spent in regards to this car purchase. I honestly believe we can find a resolution/compromise ourselves.

This report was posted on Ripoff Report on 06/23/2017 05:24 AM and is a permanent record located here: https://www.ripoffreport.com/reports/mac-churchill-acura/ft-worth-texas-76137/mac-churchill-acura-dba-mac-churchill-auto-mall-an-easy-sale-turned-bad-to-inept-misap-1380772. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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