The Auto Source

Dear Ms. Mendez: Thank you for reaching out to us about your experience with The Auto Source, Inc. I personally met with our sales team, listened to all recorded phone calls, and reviewed our Customer Retention Management Software to understand exactly what has happened. You contacted our salesperson Ron on September 11, 2019 in reference to our 2007 Hummer H2 with only 26,508 original miles on it. The vehicle was advertised for $32,500 plus all taxes and fees and we had literally had the vehicle less than a week. This vehicle when you called was still going through our reconditioning process and was not quite complete yet. After your phone conversation with Ron, you decided to come down and see the Hummer in person. While we were inspecting the Hummer, we noticed the mirrors were not working properly and that the light (inside) and headliner needed to be repaired. We did repair the headliner and light. At this point, you offered us $30,000 out the door (Including all taxes and fees). We are a One-Price No Hassle dealership and kindly refused your offer. The next day you reached out to us again about the Hummer (being that it is a very rare vehicle with the mileage). Ron spoke to our owner and our owner agreed to sell you the Hummer for $30,500 plus all taxes and fees, but the vehicle would be sold AS-IS and no additional repairs would be completed. That is a $2000 discount on the Hummer and would more than suffice for any repairs that you would need to make to the vehicle going forward. The vehicle at $30,500 was sold to you at a wholesale price. You came and picked up the Hummer, signed all paperwork and left happy with the vehicle. We had not heard from you until we called you regarding USAA not funding us for your vehicle (almost a week later). At that point, you then advised our Sales Manager that you had a list of items that needed to be repaired. He kindly advised you of the discount and discussion that no additional repairs would be completed with the $2,000 discount from the beginning. The safety items you are talking about were never discussed with us. The vehicle was traded into us by a previous customer and he did not have any problems that you discussed. He had it as a 3rd car in his garage. There was no remaining factory warranty left on the vehicle and we did give the chance to add an extended warranty plan. Both our General Manager and Salesperson reviewed the options and costs of an extended service plan with you. Unfortunately, you decided to decline the extended warranty plan. You test drove the vehicle and signed all documentation to facilitate the sale and take delivery. At that time, there were NO known issues with the vehicle. We actually did not hear from you until we called you about the non-payment from USAA. This seems to be a complaint because we discounted the vehicle for you from the beginning knowing that we were not going to make any repairs to the vehicle at the price we were selling it to you at. You agreed to this. When the vehicle was in our possession, we had no air conditioning problems, brake problems, sway bar problems or tire issues with the vehicle. The only" known" repair that we did not repair were the mirrors and this was advised up front. Any customer with an air conditioning problem in this Florida heat would have notified us the same day or the next for sure if they had a problem. The only time we truly have a bad review, is when someone forgoes a service plan and then ultimately has a problem. This is why we adamantly advise customers to consider purchasing an extended service plan. Bottom line, we /The Auto Source, Inc were not aware of any of the problems with the vehicle prior to sale. It passed multiple inspections prior to ever being offered for sale. If you have any questions, please do not hesitate to call me directly at 407-629-1994 Ext.221. Sincerely, Heidi S. Ferdinand Dealer Principal The Auto Source, Inc.

Dear Ms. Mendez: Thank you for reaching out to us about your experience with The Auto Source, Inc. I personally met with our sales team, listened to all recorded phone calls, and reviewed our Customer Retention Management Software to understand exactly what has happened. You contacted our salesperson Ron on September 11, 2019 in reference to our 2007 Hummer H2 with only 26,508 original miles on it. The vehicle was advertised for $32,500 plus all taxes and fees and we had literally had the vehicle less than a week. This vehicle when you called was still going through our reconditioning process and was not quite complete yet. After your phone conversation with Ron, you decided to come down and see the Hummer in person. While we were inspecting the Hummer, we noticed the mirrors were not working properly and that the light (inside) and headliner needed to be repaired. We did repair the headliner and light. At this point, you offered us $30,000 out the door (Including all taxes and fees). We are a One-Price No Hassle dealership and kindly refused your offer. The next day you reached out to us again about the Hummer (being that it is a very rare vehicle with the mileage). Ron spoke to our owner and our owner agreed to sell you the Hummer for $30,500 plus all taxes and fees, but the vehicle would be sold AS-IS and no additional repairs would be completed. That is a $2000 discount on the Hummer and would more than suffice for any repairs that you would need to make to the vehicle going forward. The vehicle at $30,500 was sold to you at a wholesale price. You came and picked up the Hummer, signed all paperwork and left happy with the vehicle. We had not heard from you until we called you regarding USAA not funding us for your vehicle (almost a week later). At that point, you then advised our Sales Manager that you had a list of items that needed to be repaired. He kindly advised you of the discount and discussion that no additional repairs would be completed with the $2,000 discount from the beginning. The safety items you are talking about were never discussed with us. The vehicle was traded into us by a previous customer and he did not have any problems that you discussed. He had it as a 3rd car in his garage. There was no remaining factory warranty left on the vehicle and we did give the chance to add an extended warranty plan. Both our General Manager and Salesperson reviewed the options and costs of an extended service plan with you. Unfortunately, you decided to decline the extended warranty plan. You test drove the vehicle and signed all documentation to facilitate the sale and take delivery. At that time, there were NO known issues with the vehicle. We actually did not hear from you until we called you about the non-payment from USAA. This seems to be a complaint because we discounted the vehicle for you from the beginning knowing that we were not going to make any repairs to the vehicle at the price we were selling it to you at. You agreed to this. When the vehicle was in our possession, we had no air conditioning problems, brake problems, sway bar problems or tire issues with the vehicle. The only” known” repair that we did not repair were the mirrors and this was advised up front. Any customer with an air conditioning problem in this Florida heat would have notified us the same day or the next for sure if they had a problem. The only time we truly have a bad review, is when someone forgoes a service plan and then ultimately has a problem. This is why we adamantly advise customers to consider purchasing an extended service plan. Bottom line, we /The Auto Source, Inc were not aware of any of the problems with the vehicle prior to sale. It passed multiple inspections prior to ever being offered for sale. If you have any questions, please do not hesitate to call me directly at 407-629-1994 Ext.221. Sincerely, Heidi S. Ferdinand Dealer Principal The Auto Source, Inc.