Consumer complaint received 2019-05-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem related to refinancing
Company: HGREG.com
State: FL

Complaint narrative:
Below is the message that was sent in reference to this issue. On XXXX/XXXX/XXXX my XXXX  drove the XXXX XXXX to this dealership location in regards to a replacement vehicle. My XXXX found a vehicle that he likes but wanted the XXXX XXXX to speak with me via phone. The XXXX XXXXXXXX explain that he told my XXXX that we could get this vehicle at a higher percentage rate and in turn a higher payment. He stated that if XXXX payments were made on time that the XXXX XXXXXXXX could get percent rate and payment cut in XXXX. The finance XXXX called me at my XXXX request to have the XXXX XXXXXXXX to explain this to me. I asked XXXX times that he would be able to do this for sure otherwise we would not be able to take on that payment. The XXXX XXXXXXXX said that he has done this many times and it is no problem with the XXXX payments. So at this point there is verbal agreement, I told the XXXX XXXXXXXX that while his word were coming out correctly I wanted this in writing. I also told him that I was staying on the phone until it was wrote and my XXXX had it in his hand and it was on paper. Now, my XXXX  has continually contacted them since we are several XXXX past that XXXX payment. My XXXX  was being ignored at which time he asked me to contact them. On XX/XX/XXXX I contacted the XXXX XXXX at which time the XXXX XXXX contacted my XXXX  right away. Now, we are still in this position and being ignored. I have stepped back in. The XXXX XXXXXXXX did get a hold of my XXXX and was Told that he was to contact me in these regards. I spoke with the XXXX XXXXXXXX. I very professionally told him his part of this agreement and the fact he ensured us XXXX times before contract was signed. After Being on the phone with him he stated that he would call me by XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX. He wanted to get this wrapped up. I explained to him this has put our budget in a very tight bind because the dealership has not kept their performance agreement while we have as the buyer. Below is a copy of a correspondence that I have sent. Thank you I thank you in advance for any of your assistance that you may be able to give or have given in this matter. My XXXX and I have worked and still continue to work with HGreg dealership in regards to a vehicle purchased at the XXXX location. Ive had to intervene XXXX  in this matter the first being on XX/XX/XXXX and XXXX XXXXXX/XX/XXXX since my XXXX had no luck with any followup with the dealership. 

XXXX I was assured that at XXXX that XXXX would contact me. The contractual agreement, both verbal and written, was done with his reassurance. This agreement is XXXXXXXX XXXX past the execution date. I have once again spoke with XXXX XXXX and was told I would have a call back by XXXXXXXX XXXX and yet again there is no contact. Since I have not been able to receive the corrected revisions to the automobile loan causing a financial hardship on us and with the lack of responsibility in communication from XXXX, I will have no further option but to take this up with the XXXX department in our firm based on breach of contract for a verbal and written agreement. At this point from XX/XX/XXXX to XXXX there has definitely been enough time to have XXXX XXXX portion of the contract agreement to be met. We, the buyers, have kept our portion of this agreement therefore the performance on the dealerships performance will now put this as a dishonorable negation on your part. 

If you feel you could have this resolved, and arrangements made for our financial hardships to be retroactively taken care of because of the issues based on your dealerships promises on what they can deliver to the customers and the continued hardship that we have, than please have an offer ready and call. Otherwise I see no other way than to obtain legal representation in this matter. I am in hopes this can be a much easier and a less direct approach to solve this breach. However, since it has been XXXX and no compliance and or communication from you have been returned ; I am just wondering if legal representation is the only way to settle this. 

At this point I know what a fair agreement for our party could be resolved with, but that would completely based on what you believe it should be.

Company response to consumer: Closed with explanation