3/5/09
Mr. Chambers,
I wanted to say thank you for your quality of care. Your quick response to my issue with being refunded for the warranty that I did not agree to was remarkable. I was contacted by Mark Goldstein, the Manager of the Saturn of Warwick to confirm that my situation was being handled, which it was, by Debra Gleavy. She explained that there is an in house way of handling these requests, and that was the reason for the delay. In cases such as mine however, I do not believe that policy should apply, and she agreed. Her professionalism with the handling of my issue was nothing short of impressive. She was considerate and promptly sent out the payment. I am now able to refinance and save over 5,000.00 on my car loan, which is a significant difference. Thank you once again. I love my Mercedes, and am confident once again that Herb Chambers is a name you can trust!
Kind Regards,
Tracy
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2/25/09
Hello,
I purchased a 2006 Mercedes ML350 on the 29th of December 08. The car is beautiful with low mileage and was a fair “Smart Priceâ€. The sales dept was great, very kind and helpful. However, the financing dept is awful and I feel like I am not being taken seriously and am very annoyed.
First, I was told my credit score was not favorable (around 650) and was given a finance rate of 11.44%. I was told to try and refinance after about a year 1/2 to try to get a better rate. This threw me because I had good credit in the past but I thought I had no reason to not believe the financing MANAGER. This was my first mistake!
I decided to run my own credit report at home and found out from the three leading credit companies that my lowest score was 710. I contacted the dealership and was told to keep the higher percent because it would be good for my credit?? I HAVE GOOD CREDIT! I began to look to refinance my vehicle and got a better rate of 7.15% (because it is a refinance). I contacted the MANAGER of the finance department and he said this was not a big difference. The difference is 58.53 dollars a month, why should I pay extra? I am sure he would not.
My next disappointment was when I realized that there was an extended warranty added to my contract without my agreement in the amount of $2,922.00. Unfortunately I did not realize this until reviewing my paperwork the next day. I contacted the manager and told him since I did not agree to this extended warranty that I would like to be refunded. He agreed, but since has given us nothing but a run – around. I decided to contact Wachovia myself to see what the refund problem is. I was told that there was no problem and all the dealership had to do was go online and cancel the contract and the refund would go through. A few days ago I received a letter of confirmation that the warranty was cancelled from Wachovia and the request was not submitted right away when I had asked ( Dec 30th)but submitted in February. They were very prompt with the cancellation and refund, not 30 or 90 + days as I am continually told.
I called my lien holder and sure enough the money had not been refunded. I then called Wachovia and was told the dealership was refunded 100% on Feb 14th. I called the MANAGER of the financing department at the Saturn of Warwick and he told me that he did not have the same information. I asked him to check and was told he would contact me the next day. Every time I talk to him he says “wait 30 days” and now its” it may take 90 days”. It has already been done?? Also, I asked him on the 30th of December to cancel this warranty so why did he wait over a Month? This means that the whole time prior to the February cancellation he was lying to me. Poor, poor customer service. He wrongfully added this warranty and I have to be treated like this?
I am also disappointed in the fact that I was given a horrible and dishonest credit score and financing % am being charged 11.44% on a loan of an incorrect amount and that I am not being credited for a warranty that has been cancelled. I never agreed to this warranty and am not being helped. Regarding the percent I was given I was told he had to contact so many banks to even get a loan for me with that score. I received two denials, one said I did not have a sufficient down payment and the other was Citizens bank which is a hard bank to get a loan from. I was never suggested any information such as put more money down to get a better rate. No helpful information was given and I was dumbfounded by the news of my bad credit and did not think to ask.
This is not fair, and I thought I was dealing with a reputable dealership. It is unfortunate; you would think you would receive great service at any time from such a dealership, never mind in a tough economy where word of mouth can be helpful as well as detrimental.
The money has been refunded to your dealership and I would like it credited to my account so I can refinance to a more applicable percentage rate.
Please advise –
Tracy
