Response to Complaint |
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Complaint Made by: Kristen Leslie
BBB Complaint ID: 11417020 State Complaint: 1605-16011/MLH Contact Person(s): Matthew Roberts (904) 294-6000 or Attorney John Owens (904) 599-2555 |
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General Statement
It is our goal to provide all interested parties with an accurate accounting of this transaction. The information, documentation and recordings provided should confirm to any oversight agency that this complaint is riddled with errors, omissions, half truths and lies. The evidence overwhelming confirms that our organization is being taken advantage of by the complainant who clearly avoids the truth and makes up things on a whim, all to support her attempt to avoid honoring her agreements and paying what she owes.
It is our goal to provide all interested parties with an accurate accounting of this transaction. The information, documentation and recordings provided should confirm to any oversight agency that this complaint is riddled with errors, omissions, half truths and lies. The evidence overwhelming confirms that our organization is being taken advantage of by the complainant who clearly avoids the truth and makes up things on a whim, all to support her attempt to avoid honoring her agreements and paying what she owes.
First Contact
On 3/23/2016, Kristen Leslie contacted our organization and expressed interest in a 2012 Chevy Cruz.
Here's the relevant points from this conversation.
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First Contact Call between Kristen Leslie & Matthew Roberts
3/23/2016 - 14 minutes & 55 seconds Summary of Relevant Points
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Confirmation Call
On 4/5/2016 Mr. Roberts contacted Kristen to confirm that she still wanted the Chevy Cruz. Here's the relevant points from that conversation.
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Call between Kristen Leslie & Matthew Roberts 4/5/2016 - 3 min 46 seconds Summary of Relevant Points
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Issue with the Chevy Cruz - 4/11/2016
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On 4/11/2016 Kristen arrived at our office to complete the purchase of the 2012 Chevy Cruz. Here's the relevant points of what happened that day.
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Call with VyStar Credit Union, Kristen & Matthew
4/11/2016 - 4 minutes & 28 seconds Summary of Relevant Points
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- Kristen secures the loan through VyStar Credit Union for the 2016 Hyundai Accent the next day 4/12/2016. She brings a check for $11,000 leaving a balance of $2,437 to be paid. She asked Mr. Roberts if she could give him the $11,000 from the credit union and bring in the difference the next week when she picks up her tag and registration. Mr. Roberts graciously agreed. This is something that dealers do not do. However, Mr. Roberts felt compelled to help her secure transportation so that she could get back and forth to work.
- Mr. Roberts prepared the paperwork on the Hyundai while Kristen and her friend waited. While Kristen was waiting with her friend, she expressed to Mr. Roberts that she was in a hurry because they were going to the pet store to look at buying a puppy. Mr. Roberts rushed as quickly as he could to get the paperwork complete and print the temporary tag for her to accommodate Kristen's desire to quickly leave to go get a puppy.
- Mr. Roberts completed the paperwork and went to go over them with her like he does with every customer, and she grabbed the documents and started signing them and said she didn't have all day to review them. "She had to get going to go get her puppy".
- Mr. Roberts summarized each page as she was signing them, the best he could given her rush to leave.
- Mr. Roberts offered to make a copy of the paperwork, but she told him she could get a copy of it when she comes in to make her deferred payment and pick up the tag and registration. Mr. Roberts agreed.
Day After the Sale was completed - call 1 of 3
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On 4/13/2016 Mr. Roberts called Kristen after listening to a missed call voice message.
Here's the relevant points from that conversation. The Horn, Hose & 3 Finger Rule
The CarFax report
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Call between Kristen Leslie & Matthew Roberts
after the purchase on 4/13/2016 @ 5:58pm Summary of Relevant Points
The Horn, Hose & 3 Finger Rule
The CarFax report
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Day After the Sale was completed - call 2 of 3
Here's the relevant points from that conversation.
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Call between Kristen Leslie & Matthew Roberts
after the purchase on 4/13/2016 @ 6:36pm Summary of Relevant Points
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Day After the Sale was completed - call 3 of 3
This was the last call made between Kristen and Mr. Roberts.
Here's the relevant points from that conversation.
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Call between Kristen Leslie & Matthew Roberts
after the purchase on 4/13/2016 @ 8:24pm Summary of Relevant Points
The bottom line on this conversation is that Kristen threw out a lot of reasons why she wants to return the vehicle, but every single reason she gave was hypothetical. She gave a lot of "what-ifs" but no real valid reason.
She had no evidence that anything was really wrong with the vehicle. Even if she somehow did have a "valid" reason, it wouldn't matter because the sale was final. In her complaint, she states that Mr. Roberts is not cooperative, when these calls clearly show the opposite behavior. Mr. Roberts was calm and collected while listening to what he felt were bully tactics and demands and unrealistic claims to support actions that made no sense whatsoever. Mr. Robert's behavior and communications were professional and courteous in every manner. |
Text Message - 4/14/2016
Kristen writes: "I am now going to seek legal action. This car has 6000 dollars over damages. And if is deemed unsafe to drive coming from my inspector." 10:27am "I need to know if you will take the car back. This is so unfair." 10:28am |
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Is Mr. Roberts expected to take time-wasting calls from consumers who continues to push an agenda that is to his detriment? Should he continue talking with and helping someone who is obviously only out for herself at his cost? Should Mr. Roberts continue to communicate with someone who is threatening him? Is it fair to Mr. Roberts to be forced to listen to her say and write whatever she wants to say, over and over again?
After receiving this text message..... Mr. Roberts contacted his Attorney Mr. John Owens. Mr. Roberts forwarded all documentation, agreements and recordings over to legal counsel because he knew that Kristen's behavior was going to get worse not better and that it was time to bring it legal advise on how to handle and defend this.
Kristen claims in her complaint that Mr. Roberts brought in the attorney, when the truth was that he only contacted his attorney after receiving the text threat. Another lie from Kristen.
We are still trying to figure out what relevance there is to the fact that our legal counsel is chairman of our board and chairman of a martial arts studio. Additional non-sense coming from a person that continues to make up things as she goes.
In the complaint Kristen continues her defamation of character on Mr. Roberts by referencing the transaction as a scam, preying on her.
Again, considering the facts presented and the evidence, this clearly is not what happened. Kristen received a great price on an almost new vehicle. She saved thousands off MSRP. We believe her complaint is an attempt to hide her true intent, which is to cheat and steal over $2,400 from us. Who is the scam artist here?
Kristen states that she found other complaints on Mr. Roberts and his businesses. She says that they are similar stories to her story. She even says they are listed on the BBB. We would like to point out that all complaints that were made to the BBB and/or any other oversight agency in the 8 years of being in business, all of them were responded to, closed out and defended successfully. What Kristen doesn't know is how true it is that some of those stories are like hers.
Many of those complaints were also made by consumers who didn't know how to tell the truth, who also tried to bully Mr. Roberts into doing what they wanted "Or-Else". The same for the complaints on the Rip Off Report. Here's the truth. All complaints that were made against Mr. Roberts were investigated and after the evidence was reviewed Mr. Roberts was found innocent of all claims and complaints made against him and his organization.
As Kristen continues to ramble near the end of her complaint... she references again that Mr. Roberts won't give her copies of the paperwork. What she is failing to mention is that she still owes $2,437 and that they agreed she could pick the paperwork up when she brings the final payment in, along with the tag and registration.
After receiving this text message..... Mr. Roberts contacted his Attorney Mr. John Owens. Mr. Roberts forwarded all documentation, agreements and recordings over to legal counsel because he knew that Kristen's behavior was going to get worse not better and that it was time to bring it legal advise on how to handle and defend this.
Kristen claims in her complaint that Mr. Roberts brought in the attorney, when the truth was that he only contacted his attorney after receiving the text threat. Another lie from Kristen.
We are still trying to figure out what relevance there is to the fact that our legal counsel is chairman of our board and chairman of a martial arts studio. Additional non-sense coming from a person that continues to make up things as she goes.
In the complaint Kristen continues her defamation of character on Mr. Roberts by referencing the transaction as a scam, preying on her.
Again, considering the facts presented and the evidence, this clearly is not what happened. Kristen received a great price on an almost new vehicle. She saved thousands off MSRP. We believe her complaint is an attempt to hide her true intent, which is to cheat and steal over $2,400 from us. Who is the scam artist here?
Kristen states that she found other complaints on Mr. Roberts and his businesses. She says that they are similar stories to her story. She even says they are listed on the BBB. We would like to point out that all complaints that were made to the BBB and/or any other oversight agency in the 8 years of being in business, all of them were responded to, closed out and defended successfully. What Kristen doesn't know is how true it is that some of those stories are like hers.
Many of those complaints were also made by consumers who didn't know how to tell the truth, who also tried to bully Mr. Roberts into doing what they wanted "Or-Else". The same for the complaints on the Rip Off Report. Here's the truth. All complaints that were made against Mr. Roberts were investigated and after the evidence was reviewed Mr. Roberts was found innocent of all claims and complaints made against him and his organization.
As Kristen continues to ramble near the end of her complaint... she references again that Mr. Roberts won't give her copies of the paperwork. What she is failing to mention is that she still owes $2,437 and that they agreed she could pick the paperwork up when she brings the final payment in, along with the tag and registration.
Mr. Roberts gave her one last chance to come to her senses by letting her know that he had a pre-planned vacation coming up and that he recommended that she go ahead and bring in the deferred payment and pick up her tag, paperwork and registration, like they agreed.
Kristen took that text message and twisted it ---- more lies. Mr. Roberts is not forcing her to drive her vehicle with an expired tag. She is choosing to break the contract by avoiding payment and avoiding coming to pick it up. |
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Kristen continues by asking your office to represent her and assist her in investigating Mr. Roberts. She actually expects the BBB and the state or the government to be her legal counsel and help her figure out a way to break her contract and steal money from us. We can assume her text threat to pursue legal action was an empty threat and a bully tactic. We do not believe any intelligent attorney would take her as a client.
Closing Summary
Kristen made a purchase and signed a contract and is attempting to break the contract. No matter what she believes are the reasons why she can break the agreement, they are not relevant. Mr. Roberts clearly went out of his way to help Kristen and all Kristen seems willing to do is attack his character and avoid telling the truth. Kristen tries to quote laws that she knows nothing about and when that doesn't work threatens the person that went out of his way with legal action.
Kristen made a purchase and signed a contract and is attempting to break the contract. No matter what she believes are the reasons why she can break the agreement, they are not relevant. Mr. Roberts clearly went out of his way to help Kristen and all Kristen seems willing to do is attack his character and avoid telling the truth. Kristen tries to quote laws that she knows nothing about and when that doesn't work threatens the person that went out of his way with legal action.
She signed an agreement to bring in her deferred payment and collect the tag and registration and documentation at the same time. She is the one breaking the agreement. We compare her actions to those of a "bully". She owes us $2,437 and is trying to get your office to help her steal it.
We will be contacting the police department to file a report for theft. We will be providing the documentation listed on this page as evidence of her crimes against Mr. Roberts and our organization.
One last interesting point that should be considered. Kristen's friend and roomate Tim Brown, was solicited by Kristen to lie on her behalf.
Instead, he contacted Mr. Roberts and said he would have no part in her deceit. Mr. Brown has informed Mr. Roberts that Kristen has made another mistake or "poor choice" as Tim says... in that she apparently "hooked-up" with some guy and in less than a week, she gave him the keys to her car and he took it to another state, leaving her without transportation. You can get the full story from Mr. Brown.
We would ask anybody reading this response and her complaint to consider just how frivolous in nature this complaint really is. Especially considering the overwhelming evidence presented.
We will be contacting the police department to file a report for theft. We will be providing the documentation listed on this page as evidence of her crimes against Mr. Roberts and our organization.
One last interesting point that should be considered. Kristen's friend and roomate Tim Brown, was solicited by Kristen to lie on her behalf.
Instead, he contacted Mr. Roberts and said he would have no part in her deceit. Mr. Brown has informed Mr. Roberts that Kristen has made another mistake or "poor choice" as Tim says... in that she apparently "hooked-up" with some guy and in less than a week, she gave him the keys to her car and he took it to another state, leaving her without transportation. You can get the full story from Mr. Brown.
We would ask anybody reading this response and her complaint to consider just how frivolous in nature this complaint really is. Especially considering the overwhelming evidence presented.
Additional Documentation
Here's the key documents that Kristen executed when she purchased her vehicle (relevant to her complaint).
Here's the key documents that Kristen executed when she purchased her vehicle (relevant to her complaint).
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bos-_2016-hyundai-accent_-[kristen]-4-12-16.pdf |
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addendum-_2016-hyundai-accent_-[kristen]-4-12-16.pdf |
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arbitration-_2016-hyundai-accent_-[kristen]-4-12-16.pdf |
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buyers-guide-_2016-hyundai-accent_-[kristen]-4-12-16.pdf |