On Saturday, July 11, 2026, I went to Mercedes-Benz of - E M
On Saturday, July 11, 2026, I went to Mercedes-Benz of Thousand Oaks to purchase a 2003 Toyota Land Cruiser that was advertised on Carfax.com.
I was assisted by salesperson Mr. Gootkin. I paid for the vehicle in full $15,997.90 using my debit card, and the transaction was approved. I was then rushed through the signing of the purchase documents because the Finance Manager, Mr. Haro, repeatedly stated that their computer system would “system reset” at approximately 8:12 p.m. and that the purchase might not go through if we did not finish in time. He said he would hate for me to have to return the next day. He hurried me through the paperwork using a large digital screen placed on top of his table, instructing me to keep tapping the “Continue” button. He even helped me tapped. I went along with the process because I trusted the Mercedes-Benz brand.
I was allowed to leave with the vehicle without receiving any physical paperwork, other than the information taped to the windshield. I was told that all transaction records and purchase documents would be emailed to me shortly. I trusted their representation.
The following day, Sunday, July 12, 2026, I left a voicemail for my salesperson, Mr. Gootkin, to follow up on the paperwork, but I did not receive a return call.
On Monday, July 13, 2026, my calls again went unanswered, so I began emailing the dealership using the email addresses I found on its website. I eventually received a response from Mr. Gootkin, who stated, “It might take a while.” He also advised me to follow up with the Finance Manager, Mr. Haro.
Mr. Haro responded by asking whether I had received an email from OneSpan. I informed him that I had not. I was later able to speak with another Finance Manager, Ms. James, who emailed me a copy of the Retail Installment Sale Contract.
When I reviewed the contract, it showed a “financed amount” of $15,997.90 and contained no evidence that my debit card payment had been applied to the transaction. Concerned, I emailed Mr. Haro, Mr. Gootkin, the General Sales Manager, General Manager, Owner / Dealership Principal, requesting documentation showing my payment in full with zero balance and complete transaction records. I felt that my requests were being delayed or ignored.
The General Sales Manager, Mr. Ghafari, eventually responded; however, his responses were inadequate and failed to address my concerns. It was only after I informed the dealership that I intended to file a complaint with the California Department of Motor Vehicles (DMV) that I finally received additional records. Even then, the records I received still did not reflect a zero balance. Instead, they continued to show an unpaid balance of $15,997.90.
Throughout our email correspondence, Mr. Ghafari repeatedly assured me (on email) that I did not owe anything. However, despite my repeated requests, he failed to provide any document or statement confirming that the vehicle had been paid in full or that my balance is $0.00.
After numerous emails back and forth since, on July 15, 2026, Mr. Ghafari informed me that the dealership “considered the matter closed” and would no longer engage in any further communication with me.
I have sent My Final Demand Letter for “Proof of Payment In Full” that is due for tomorrow, July 21, 2026. We will see what will happen by then.
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