ComplaintsforJason Armstrong Auto Ltd.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Leased a vehicle in 2019. Now the end of the lease has come and we want to purchase the vehicle. When we reviewed the documents with our son we found that there are errors on the documents, specifically a discount of $1,705.00 is missing from the bottom line price and the estimated residual value at the end is therefore calculated incorretly. We called today, April 5, 2022, and spoke with ***** ******, who couldn't understand the documents so she said she'd have the general sales manager call. ***** ******* called at 12:58pm and had a conversation with our son ******** and **** (my wife) on the phone. They discussed the documents and ***** agreed that they were difficult to understand and there were errors on the bill of sale. After having longer conversation he said that he needed to speak with the owner of the business and get back to us, because he also couldn't understand. On the bill of sale the MSRP amount is $34,899.00 indicating a little below that that there was a discount to be given of $1,705.00. The discount was no where in any of the contracts, but was outlined clearly on the bill of sale (signed by ***** ******). He sent a token email at 2:58pm saying that they couldn't help and that we should contact Hyundai financing if we had any more questions. We called again (*******, myself and my wife all present) and spoke to ***** ******* again. Other documents he sent showed that the calculated value for the residual option to purchase price was based on the MSRP price of $36,604.00, not $34,899.00. We asked him about the location of that MSRP price on any of the documents; on the bill of sale or the lease contract and he said "It won't be on any of those documents". We questioned why would the actual MSRP price being used not be shown on a contract, but hidden and the MSRP being shown on the bill of sale be $34,899.00. He hung up at 3:24pm with no further comment, which is why I'm putting in this complaint. In addition there is a $990 charge for refunding

  Business response

  26/04/2022

  We do apologize for your frustration as we've been involved in many conversations outlining the explanation.  As ****** Myself and Hyundai Motor Finance have explained, the $36,604 is used to calculate your residual value set out from Hyundai Motor Finance (same formula used for all Hyundai Leases. The $1705 is then deducted to bring the selling price (MSRP) down to calculate your payments (we do not sell vehicles for over MSRP).  Your Protection Package of $990 was "Lease Wear and Tear" insurance option that was applied as per your request and full knowledge.  I decided to end the phone call @ 3:24pm due to vulgar language and repetition of the topic without understanding.

  Customer response

  26/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  (A PDF OF THE RESPONSE BELOW IS ATTACHED; PLEASE READ IT AS IT IS EASIER TO FOLLOW THAN PLAIN TEXT RESPONSE BELOW)
  

  (I tried attaching all the below documents but the BBB website would not allow files as large as I was attaching so you can find them here: ***********************************************************
  

  Of numerous reasons:
  The explanation that *****, ***** and Hyundai Motor Finance of "This is the same formula used for all Hyundai Leases" doesn't make it correct, nor does it make it right (and in fact, Hyundai Finance did not express this number as these are internal numbers to the dealer; they did not have the details when we spoke to them; recorded conversation). I've attached various documents that we asked ***** and ***** to explain. They both outright said that it’s very confusing and that the documents aren’t presented in a way that is easy to understand or makes sense to anyone, including them (***** also told us that he was not working for the dealer at the time).
  

  MSRP:
  Document “BOS (Original).pdf” outlines the differences between the signed Bill of Sale (signed by *****) and the “Contract.pdf” document on page 5 PDF page #’s(also signed). On the “BOS (Original).pdf” document there is clearly an MSRP #1 that shows $34,899 which contradicts the “Internal Report.pdf” document (MSRP number showing a distinct difference of $1,705; outlined on the “BOS (Original).pdf” as a discount just below #1. The MSRP number of $36,604 appears no where on any of the signed contract or the signed bill of sale. In fact, when looking at the “Contract.pdf” document #1 clearly outlines that a different number is used than #4 from the “BOS (Original).pdf” document of $35,448 (which is the MRSP $34,899 + Freight $1,805 + Muskoka Protection Package $449 – discount $1,705 = $35,448; shown below #1 on “BOS (Original).pdf”)
  

  Capitalized Amount
  Document “BOS (Original).pdf” outlines the differences between the signed Bill of Sale (signed by *****) and the “Contract.pdf” document on page 5 PDF page #’s(also signed). On the “BOS (Original).pdf” document it is clearly outlined at #2 that the amount to be amortized for the lease is $31,675.95 while on the “Contract.pdf” document it shows $33,523.34. This is a difference of $1,847.39.
  As mentioned earlier, there are discrepancies between the documents. When my son had a conversation with *****, initially on the phone, she couldn’t understand the issues and explain them so put him in touch with *****. ****** as mentioned, outlined that it was very confusing (as did ***** on the phone and in person; which we have recordings of). When we (there were three of us listening into the call when ***** hung up) questioned ***** about why the MSRP number was different between the Contract and the original Bill of Sale and he was asked why no where the $36,604 was shown on any signed documents and the only time that we were given a copy of this internal document was three years later when we were buying out the vehicle… he couldn’t explain it. My son further pressed the issue questioning why there were hidden numbers wanting an explanation and ***** hung up.
  

  $990 “Lease wear and tear” Protection Package
  The way this was explained to me at the time of purchase was that if there were scratches or problems with the vehicle in terms of wear and tear the issues would be taken care of if I returned the vehicle. I wasn’t aware that if we bought it out at the end of the lease that this wouldn’t be refunded.
  
  While ***** claims that the reason he decided to end the call was “vulgar language” that claim is false. At no time did any of us use any vulgar language. As mentioned, three of us were listening to the calls and we’re recording all calls and discussions. The main thing that ***** kept saying was “You need to talk to Hyundai Finance this is not our issue, it’s theirs.” We called Hyundai finance (recorded the call) after ***** hung up on us and they told us that it is 100% not a Hyundai Finance issue but the dealer; as Hyundai Finance is essentially a bank and nothing more. We then proceeded to talk to Hyundai Canada (recorded the call) who were disgusted by the behaviour and the report that we gave them. We are also disgusted by *****’s behaviour; but not only his behaviour when he hung up, also the lies and character defamation he’s now stooped to in order to explain away his inappropriate behaviour as a salesperson, let alone the manager that was supposedly helping.
  There are errors between these two documents and I’ve outlined where those discrepancies are. Regardless of what ***** says, if these documents are “used for every lease” that doesn’t negate the fact that there are errors. The MSRP numbers do not match (how can there be two MSRP numbers?). The Capitalized Amount does not match. How can the bill of sale indicate one number and the contract another? There is an amount overcharged here, whether it’s via the MSRP calculation for the residual payout and/or the capitalized amount between the original bill of sale and the contract (all signed by them and myself).

  
  
  Sincerely,
  
  ****** ********

  Business response

  03/05/2022

  Conversation was had between *** ***** (Variable operations Manager) ***** and ******.  Outcome of the call gave some clarity and resolution for the customer.

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