Napleton's Volkswagen of Sanford

Napleton's Volkswagen of Sanford responded

My Dealership participates in the DealerRater Certified Dealer Program. We are committed to providing high quality customer service, but based on your DealerRater review, you did not share that experience. That is very disappointing to us! You had worked a wonderful deal out when you were dealing with Jesus. I am sorry, but the fact that your trade was not disclosed to the Sales Mgr that your trade was a lease when he was working the numbers out for you. I don't think Jesus knew that there would be an issue on the tax. The State of FL will not let you have the $1800 tax credit for you trade, due to the tax never being paid in full for your trade. The only reason your payments changed, was because of this. We were not trying to make more money on you, it's all for the State of Florida sales tax. Please understand that this is not how we do business and it is ashame that this issue had to happen! I would love the chance to meet with you to try and work something out for you, if you are still interested? But being that we were already $1200+ behind invoice, I cannot absorb the $1800 in full. I look forward to the chance to make things right, if I don't here from you, may you and your family have a wonderful Holiday and again I am truly sorry taht this had happened! Jim Brown Gen Sales Mgr 407.365.3300

visinew responded

i think you are professionals in the industry and not rockies. By phone, personally and with payoff papel i shown was a lease. How a big mistake like that in latest minute? Someone have to be responsible for kind of mistake and not me. I not willing to pay any more cents. What about you do all papers ready ti sign and at last minute i ask for $25 less or not sign? Not fair right? Thanks anyway but not acceptable you excuses.

Napleton's Volkswagen of Sanford responded

I fully understand, but people are human and do make mistakes, for that I am sorry! I cannot take a $3000 loser in order to make this work. Good luck Ricardo.

visinew responded

You not loosing, you gain is less. I am business person too and I know how long and deep I can go in a business. I really want you understand you have professionals which owner of Aristocrat volkswagen paid salary or commision for a good performance. Is understanding human errors but they have to put more interest and focus in what doing because I tell to jesus by phone about my lease and he takes time to answer me back to give me a real scenarious and realistic deal. then I went to dealer with my kids for around 4 hours and we talk all the time about my lease and at the end I provided the payoff of my lease printed where tell very specific is a lease and tell the taxes are included in the pay off (The dealer will calculate the exact payoff balance including taxes and fees and complete a signed mileage statement). Someone there is not making his jobs well and cost to the owner not close a deal and even loose a potential future customer because we have 2 deals already with David maus. When we feel good in a place we are loyal customers. We referal to David maus no less than 4 customers including family in less than 2 years and the only reason I went there is because the cc lux plus as I want you guys was the onlyone have it at this particular moment. So I think this human error which become at the end $1,800 dollars issue (which I still not convince is tax issue because payoff tell clearly included tax,fees, etc..etc.. as per copy/paste I included here) not absorbed for you business will cost you in the future very significant amount and not only that, also will leave a very bad reference to you business. I not went from my home which is around 50 minutes from you place with my 2 kids waiting there for around 4 hours to get this results. I can pay $575 and more, if actually I pay $677 in my lease. I just declined that because I really feel like tipical dealers jumping price of customers at latest minutes. I give to Jesus my offer and honestly I was not sure if was my best and he told me you accept the offer of $548 with no down and I think I have honor my word. I ask many many times to Jesus about that style of sale because my experience with David maus in all our deals was made by phone and just to sign there paper and gone with new cars. Jesus told me he works for david maus before and this place was much much better which I told him my expereince in david maus was awesome and perfect and I only can expect from you guys is the same and not better. The facts was totally adverse for whatever finally was the reason. Anyways, at this point I not convinced is real reason is the sales tax because I sit down do my numbers and no makes sense. if I pay $575 x 72 months is $41400. The price of the car was #33,500 plus 6.5% tax is $35,677 total cost of car with sales tax. $41400 - $35677 =$5,723. My pay off is $36,196 - $32,000 you trade value to me = $4,196 negative. ok, $5,723 included in my loan - $4,196 = $1,527 in your side. The balance of $36,196.23 as per pay off letter tell is including (The dealer will calculate the exact payoff balance including taxes and fees and complete a signed mileage statement). So why you tell the issue is with the auto taxes? No taxes issues here. I really not sure if any latest change of mind from you guys or someone there want more commision, or not want honor the 0% interest because numbers not match with a 0% financing or what but is very confusing all this numbers and latest excuses. I really not want sound like a non-understanding person and I accept you apologized and excuses but I think you guys doing wrong and losing word of mouth marketing which is more effective those thousand dollar you can spend in newspaper, flyers, tv, radios etc..etc... Anyways, only you guys behind the table knows the real reason for change of mind at latest minute. If you want close the deal I interested do it in my offer of $550.00 per month 72 month or less if you want with $0.00 down. But please not tell me anymore the sale tax is the real issue because I not think is that the real reason. Ricardo cortes 407-963-7301 visinew@gmail.com

Napleton's Volkswagen of Sanford responded

Ricardo... The payoff that we recieved is a "Dealer Payoff" which does not include sales tax, you can verify that with Infiniti Finacial. In fact the payoff for the consumer is the same, so if you wanted to buy it out from Infinity you would have to go through the dealer and they would add the State Sales Tax at that point. So, because it was a lease trade, you do not recieve the credit on any new purchases. We did not raise the sales price at the last minute in order to try to make you pay more. It was simply the "SALES TAX", this amount is listed on all the legal form that the State of Florida recieve. We have pay the State the amount of tax on the documents. We do not profit from sales tax, period. The last minute change in your pymt was not because we just wanted to jack up our price, it was just simply the tax difference from the intial calculation, the sale mgr worked the deal out not aware that your trade was a lease, I am sorry. Trust me in what I am telling you, do you honestly think that we enjoy having to make the customer aware of an issue at the las tminute of a deal, if you do I am sorry... your wrong. With all this said, I do understand your point, no question! Here is what we are willing to do and I hope it works for you. I have injected another $500 in your trade in and reduce the overall price by $500, for a total of a $1000 which makes your pymts $558 @ 72 months. This is all I have to offer Ricardo, please consider this. It is a fantastic deal for you. If not, then I hope you and your family have a wonderful holiday. Jim Brown Gen Sls Mgr

Napleton's Volkswagen of Sanford responded

That is correct. Jesus should be calling you now.

Napleton's Volkswagen of Sanford responded

Mr. Cortes, First let me say that I was very furstrated when speaking with you yesterday. This was due to me being misinformed about your experience, I was told that you were extremely happy and that you were going to remove the review from DealerRater. I was very happy that everything ended very well for you! Only to find out you were still upset after all we had worked together to achieve, I was upset at that and transfered some of that anger towards you. For this, I am truly sorry! I wish I had been there, but had to take my Grandmother to the airport that evening. I wish you had of said something that evening about your pymts changing the $3 and it would have been corrected by the SalesMgr on duty. The reason for that change was not to rip you off, your tag fee went up once they sent your info through the DMV system here. When I quoted you the pymt, I should have mentioned that your final pymt could go up a few or even could have gone down a few due to the final DMV fee amount. I am sure at this point there is nothing I can do to help you understand that we are not bad people, we are GREAT PEOPLE and proud in the way we do business. Sometimes things don't always go well, but we understand we are not perfect all the time, just 99.9% of the time. But we try everything we can to make it right. So with all this said, I am sending you the difference in the pymt, $280.80. I am not asking anything from you, just except this money as a good faith jesture. I will make out the check on Monday and get it sent to you. Thanks for your business and may you and your family have a great New Year! Jim Brown