Date: 08/14/06 11:07: 08
Subject: Attn: Kevin Geagan
August 14
Hello Mr. Kevin Geagan. I feel compelled to relate to an experience that disgusted and sickened me that of which you must be made aware.
It is understandable you personally would not be involved in the day to day operations of your firm Auto Advantage. It has made us feel we have been treated unethically and unprofessionally along with the poorest customer service experience of our lives.
This all occurred with the purchase of an automobile from Auto Advantage of Fletcher. The only pleasant part of this experience was with the salesman, Tim Barber. Once the showing of the various automobiles by Mr. Barber was completed it all went horrible.
My wife and I had arrived at your firms location on Saturday August 12th after the noon hour in our '04 Mini Cooper initially just to "window shop" what might be within our budget. After several hours of test driving various vehicles we were attracted to a '03 Land Rover Freelander.
The placard in the window stated vehicle had been reduced from $19000 to a $16000 sale price that seemed reasonable. A trade-in allowance of approx. $1000 was calculated for our Mini and this should have equated to a financed amount of $15000 plus the normal tax, title etc.
Early evening the credit approval was obtained and all the paperwork was prepared by Mr. Jeff Hensley quoting a monthly payment within our budget. The papers were hastily presented to us for signatures with absolutely no explanation of calculations.
I should have known better to proceed when my question as to who financing was with was responded with..."I do not know". I fully admit our culpability in the signing of the loan agreement but the story does not end here.
We left seemingly as happy campers in the Land Rover and proceeded to a local restaurant for our 32nd wedding anniversary dinner. Over this dinner we discussed what we had done and started to examine what we had the misfortune to sign.
The $16000 automobile we had purchased was showing a sales price of $22000!!! As you can imagine we were just shocked what had been done and that we were so gullible. Our pleasant meal of course was negated by the revelation of what the loan papers showed.
Proceeded to the Rover and by now it was way after dark only to discover there were no low beam headlights on a vehicle just inspected by a NC inspection station. Our only option at that point was to make the twenty mile trip home with high beams endangering all oncoming traffic.
On Sunday the 13th about noon we contacted Auto Advantage expressing our disappointment with the desire to be released from this contract and regain ownership of our Mini. We were curtly told over the phone it could not be undone and we had no recourse.
With this response will admit to becoming very angry and not restraining from expressing these feelings with any employee of Auto Advantage who I had contact with. This was done out of earshot of any prospective customers they may have had on the premises at the time.
In a period of less than 24 hours we were informed by Mr. Tommy Waigend this contract would not be dissolved due to my attitude. I was told the only option available was to "buy back" the Mini on their terms using the Rover as a trade.
As a result of their wheeling and dealing my bad deal only got worse. I have my Mini back which they did not even have the time to clean for resale. A vehicle that I drove on their lot with a pay off balance of approx. $18000 in less than 24 hours cost me $10,000.00 to get back.
I find this to be absolutely atrocious especially considering the fact no banks are open from 7 pm Saturday through Sunday. I admit to the signing of papers which in my mind now are fraudulent, however the refusal to honor a pledge of customer satisfaction is deplorable.
Upon arrival at our home we discovered our copies of the loan papers for the Rover had been left on Mr Jeff Hensley's desk. We immediately tried to call Auto Advantage but apparently it was after hours and we received no answer. An email was sent Sunday evening expressing a desire to have these papers returned.
A phone call was made Monday about 9:30 am and Mr. Hensley refused to make these available stating there was no copy to be obtained. I know this is false as this information will be on the hard drive of the computers and can be reprinted.
In any prior automobile purchase I have never left a dealership without knowledge of what financial institution the loan was with. Refusal to have this information available to ourselves is in violation of Truth In Lending laws.
I have also contacted financial institutions to discover the loan value on a '03 Land Rover is far below the $22,000 stated as sales price on the contract. It is obvious there is a substantial amount of hidden charges over and above the sales price.
At this point it would seem appropriate the paper floor mats in your vehicles with the print Customer Satisfaction Our #1 Goal is underfoot.
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