Exchange New Car Sales operates on bases world-wide selling vehicles to the United States Armed Forces. Before I begin this topic, I have to personally say that I am disgusted with the way Exchange New Car Sales (“ENCS”) is operated by its upper and middle management by the practices of fraud being conducted on site to defraud our service members of the United States. If you are a service member, retired, civilian or even a United States citizen, this should disgust you as well.
Exchange New Car Sales Anonymous Whistleblower
Vehicles are sold by Exchange New Car Sales on a daily basis through ENCS sites around the world. These images were sent to my mail (I had to take a digital picture of the images sent) anonymously by an Independent Sales Representative of Exchange New Car Sales in the Eastern Pacific region that serves areas of Guam, Japan, Korea, Iraq, Afghanistan etc.
In the email, it was stated that his trainer introduced this method to “add options to a vehicle if a customer took them off”, “change delivery dates”, “change vehicles completely” and even “change destinations of vehicles to get Ziebart applied to them”.
Being an Independent Sales Representative for Exchange New Car Sales, I must say that this practice is despicible, but have heard of this method—though never understood it until the images arrived. I would have never thought of this or break my ethics and morals to make a quick dollar on behalf of our Armed Forces through AAFES Car Sales.
The first image introduces the Topaz signature capturing device. This is used so that you may electronically sign for your vehicle or make changes to it. Exchange New Car Sales from my perspective uses this devices globally to conduct business. As you can see, it’s just a digital signature pad as everywhere else had one (the local PX/BX, Gas Station, Food Court etc.) to verify a signature on a credit card transaction.
The Topaz Being Used by Exchange New Car Sales
Now, once you sign for your vehicle, your signature is forever kept on file. This is good, if you want to purchase a vehicle at the price stated on signing. However, there are levels of management at Exchange New Car Sales who endorse this action and Independent Sales Representatives without reluctance to use it.
For instance, you denied Ziebart at first and protested that you don’t want it. They have your signature on an electronic Buyer’s Offer or Customer Information file. This shouldn’t scare you if you have an ethical Independent Sales Representatives, but with time and quota’s shoved down their throat daily by their managers in order to keep their $0/month job (unless they sell/meet/exceed their quota and get commission), this can change the way of thinking with ISR’s and participate in this action.
This is where the sales agents (and managers) get shady in their operations. They will print out a copy of a prior signed vehicle with your signature still on it.
Using Topaz to Defraud You at Exchange New Car Sales
Now this is where Exchange New Car Sales crosses the line into defrauding customers to make their quotas. Suppose you did have an unethical agent who tried to sell you Ziebart after you declined, he now has your signature when you place your deposit.
An unethical ISR will then print this Buyer’s Offer out and cut out your signature using precision to fit on the Exchange New Car Sales Topaz. In most cases, managers know about this and turn a blind eye to this practice to make their bonuses.
I myself don’t know how far up the chain this goes in the company, but wish to make this public so that not only Exchange New Car Sales is aware of the actions taking place by their Independent Sales Representatives overseas and managers appointed by Exchange New Car Sales over them, but to protect you in signing for a vehicle you’re unsure under an ISR you don’t feel too comfortable with (pressuring, etc.) or have been reported to ENCS Sucks under “ISR’s to Stay Away From“.
And now, an image of blatant fraud:
There are ways to avoid this however on your level:
- Ensure you have a printed copy of your Buyer’s Offer from Exchange New Car Sales in a safe place.
- Ensure that your Exchange New Car Sales Buyer’s Offer includes ALL (7) pages. It has been noted in the letter that Independent Sales Representatives will print only pages 1, 2, 3 and 8 (4-7 include the contract information that an unethical ISR would not want you to read).
- To make sure you have all pages, look at the bottom right hand corner of the page, it will state: Page 1 of 8, Page 2 of 8 and none of these pages are “intentionally left blank”.
- Remember where you placed it and keep it in an orderly fassion so that you’re not stuck paying for a vehicle that you didn’t want.
- Check your email frequently approaching the delivery date for anything coming from Exchange New Car Sales (@militarycars.com). It may go to your spam folder, so be sure to check there as well.
- Before accepting your order, ensure everything on your invoice matches what is on your printed signed copy and nothing has changed without your permission in writing (delivery date, destination, options).
For Exchange New Car Sales:
- Publish a Code of Conduct from the parent company of OMSG to Exchange New Car Sales and AutoSource that this action is not tolerated and employees will be fired on the spot with suspicion of practicing this action.
- Use the Topaz for a digital signature, a Smart Card reader for a CAC card signature as well as a finger print to sign for a vehicle.
- The Topaz will capture the customers signature.
- The Smart Card will capture a digital certificate saying that the Armed Forces member has purchased a vehicle, though because some locations have their Smart Cards behind their desk with the customers card already inserted, it could be easy for an Exchange New Car Sales Representative to digitally sign it themselves.
- Since they’ve signed once for a change and digitally verified who they are through their CAC card, a finger print should only be necessary to make a change. This ensures that the person is there, willingly accepting his purchase and no Independent Sales Representatives can fake a finger print.
- In order to process a Buyer’s Offer, all three must be moments apart to ensure the customer is present and willing to purchase a vehicle.
- Sign for the Buyer’s Offer on the Topaz
- A period of 10 minutes to capture a digital signature from the CAC card
- An additional period of 10 minutes to capture a finger print from the individual kept on record
- Putting these and other methods in place will protect Exchange New Car Sales’ reputation of being on base as well as the customers they serve.
If you have any complaints about this fraud or think that you may have been effected, contact your chain of command, local military lawyers, an AAFES or Exchange New Car Sales representative, the Inspector General (DOD) or by public means through the Better Business Bureau immediately.