Mr***,We do try hard to satisfy our customers at Arlington ToyotaWe regret Mr*** comments and wish him the best in the future with his vehicle. *** ***General Manager
Complaint: ***
I am rejecting this response because: the *** in the services dept did an estimate and told me he sent it according to their policy for a decision as was highlighted in this email he is the one that admitted Toyota had a big problem with paint on their vehicles and it was a nationwide problem That led me to research and verify via the internet there is a nationwide problem with Toyota and paint with numerous Toyota owners complaining Additionally where *** are concerned the paint problems are in the exact same area between the windshield and the sunroof All Toyota has done is to delay, stall, and make excuses *** says it's a dealer problem the dealer says it's a *** problem
Regards,
*** ***
Tell us why hereI am responding to case no***, Latania ***Our account ***. The above referenced account was established to enable Ms*** to purchase a Water Filtration System from Water Equipment Technologies of Longwood, FloridaThe contract was signed on 06/03/
and per the agreement, monthly payments were scheduled starting on 07/03/and continuing each month thereafter until paid in fullUnfortunately, timely payments were not received and the account became past due on multiple occasionsThe account $past due when the final payment was received on 12/06/16. Castle Credit requires written authorization to discuss account details with a third partyThis signed authorization protects our customers as well as Castle CreditOur policy is to send a paid in full letter days after a final payment has been received by checkThis policy protects Castle Credit when payoff checks do not clear the bank We are glad that Ms*** paid her account in fullIn response to her query, a paid in full letter and a copy of the UCC-termination was mailed to Ms*** on 12/16/(three weeks earlier than dictate by our policy) We are very sorry that Ms*** felt that she had a negative experience when speaking to our representativeCastle Credit takes its customer service responsibilities seriously, and I have shared this feedback with the representative who spoke to Ms*** and the appropriate supervisor for reviewWe hope that Ms*** feels that her complaint has been completely resolved Please feel free to contact me directly with any additional questions or concerns. Dave ***Account Resolution Specialist
We regret the misunderstanding Mr***After investigating the situation we do not feel his accusations are correctHowever, we will offer him a $Visa gift card
Complaint: ***
I am rejecting this response because: the company has lied to you I was informed they would not pay anything to repair the car because I had not had any repair or service work by them recently I was repeatedly given excuses and not contacted about this issue I was told it wasn't their problem it was a corporate problem *** indicated it was the local store's issue to resolve The car has been painted to protect the exposed metal since I can no longer wait on Toyota Toyota can reimburse me my cost for painting to rectify this issue The cost was $
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: absolutely nothing was resolvedUntil the business stops being deceptive and dishonest I am not obligated to accept any response and an apology, for my dissatisfaction is backhanded and insulting
I'll spare any regards,
*** ***
I apologize for the delay in responding to the complaintArlington Toyota was unable to secure financing on the vehicle Ms*** wanted to purchaseWe regret her dissatisfaction but Arlington Toyota does not finance vehiclesThe vehicle was serviced assuming her loan would be approvedPlease
let me know if we can provide any further information. *** ***
Arlington Toyota contacted Mr*** to do an estimate to submit to *** *** *** to see how much of the repair would be warrantedBased on Mr*** service history with *** *** *** we informed him that he would have to participate in the repair to some degreeMr***
declined to proceed with the submissionArlington Toyota is willing to submit the estimate if Mr*** would like to proceed
Complaint ID ***, Mark *** Castle Credit Account Number *** On 05/02/2017, we received a complaint from Mark *** regarding us contacting him about his loan with Castle CreditWe investigated the account and concluded that our communication with Mr*** was appropriate (the details
are outlined below)We reached out to the dealer who sold Mr*** the product so they can service the product, if neededIt is difficult to negotiate on past-due accounts over email, but we will reach out to Mr*** via email to find a time that works best for him for a phone callAs requested, we will not reach out to Mr*** at his place of employmentThe above referenced account was established to enable Mr*** to purchase a water filtration system from TG Water LLC, which is an independent business that uses many different lenders for customer financingTG Water LLC is not contractually obligated to finance any of its business through Castle CreditIn this case, TG Water LLC accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle CreditTo perfect our security interest, Castle Credit opted to file a UCC-Financing Statement against the water filtration fixture located at Mr***’s residenceIt is our policy to verify all the contracts prior to funding themAs part of the customer verification process on 12/27/and 12/28/2016, one of our agents spoke with Mr*** on his cell phone and verified the terms of the contract including his monthly payment and his first payment due date of 01/20/Unfortunately, since we funded this contract, we have not received any payments from Mr***We first called Mr*** to remind him of his payment on 02/09/We left several voicemails and sent several emails but did not hear back from himOn 04/20/2017, an agent was finally able to get a hold of Mr***The agent informed Mr*** of his repayment optionsMr*** told the agent that he wants to reach out to TG Water LLC about potentially returning the system before he would make any arrangements with us, but he never called us backWe tried to get a hold of Mr*** several times after this discussion, but unfortunately, were unsuccessful As of today, Mr*** has still not made any paymentsHis balance is $7,with an amount due of $We understand that falling behind on monthly payments can be overwhelming and are willing to work with Mr*** to get him back on trackWe encourage Mr*** to call our office and make payment arrangementsPer Mr***’s request, we will not contact him at his place of employment going forwardMeanwhile, we reached out to TG Water LLC and informed them that Mr*** had questions about his productWe look forward to hearing from Mr*** soon
I am responding to complaint no*** , *** & *** ***.The ***'s established an account on 3/7/and then canceled the financing on 5/23/14. During the interim period Castle Credit had filed a UCC-Financing Statement to protect it's interest in the product financed. Our
procedure should have included cancelling of this UCC-Financing Statement. However, somehow it was overlooked. We have sent a letter to the ***'s stating that the loan was cancelled and we have forwarded a UCC-Termination to the county. It is our hope that this letter will serve as proof that the loan was canceled & that the UCC-is not valid. We apologize for any inconvenience this may have caused. Please feel free to contact me directly with any additional questions or concerns. *** ***Account Resolution Specialist
The customer purchased the item on July 22, via *** order# 115-***He received the item on July 29, according to UPS tracking# 1***The customer contacted Aaron *** on July 31, to report the item damaged in shippingThe customer had claimed he had
also called once on July 30, but reached a voicemail box and did not leave a message to be contacted backThe customer was told we would issue a pick up via UPS to return the product back to us and that we would ship out a replacement part for him the same dayThis has already been carried out under UPS tracking# 1ZF1***and 1Z***This process is at no cost the customer
Revdex.com:I still want this to be on their rating....this was something that should NEVER have happened I see that many other people have had problems with them
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
We regret we were unable to sell Mr*** a vehicleWe do strive to satisfy all of our customers but in this case we failedWe are happy Mr*** found a vehicle to purchase
We regret Ms***'s rejection however due to her credit history and the advance on the vehicle she chose, the lender decline to finance her at the rate offered, We do apologize for any inconvenience this has causedWe have documents she signed we will be happy to provide that enforce all actions.*** ***
Complaint: ***
I am
rejecting this response because: they contacted me to cover this issues I have and are making good on getting repairs done but have not been able to take care of the issue of being sold a 7yr warranty that they even admiteed on 11-2-I should not have been sold considering the fact they cover the 1st yr so I was only covered for addt mths till Jan for which I paid over $I was offered to pay for an additional warranty out of pocket or to trade my truck in to buy a new one with a longer warranty which is completely unacceptable
Regards,
*** ***
Initial Business Response /* (1000, 5, 2015/07/01) */
6/30/
I am responding to case no XXXXXXXX, *** & *** ***Our account no XXXXXX
Castle Credit provided the financing so that the ***'s could purchase a water system from *** Water of Greensboro, NC
On 6/13/15, we verified the terms and conditions of the loan contract with both *** and *** *** via their cell phone, and with their approval, we established their loanThe ***'s loan is with Castle Credit and not with the dealer, *** The contract signed by the *** was assigned to Castle Credit, and Castle Credit has the legal right to collect all funds due per the terms of the contract
Castle Credit has an ongoing unrelated legal dispute with *** Please know that this dispute has nothing to do with the ***'s loanUnfortunately, *** is attempting to use the ***'s account as leverage to get out of the dispute Castle Credit has with themIn retaliation of our dispute, *** is trying to collect funds from the *** and other customers that are due to Castle CreditWe are working with our legal council to address this
It is our hope that this response will clarify that no monies are owed to *** for the water system purchased by the *** and financed by Castle CreditBy now the *** should have received a welcome letter and a statement for their first payment due on 7/12/We urge the *** to keep their account current with Castle Credit and to call our Customer Service Department at (XXX) XXX-XXXX with any additional questions they may have
As always, please contact me with any additional concerns
*** ***
Account Resolution Specialist
Company's response below:From: *** *** ***>Date: Wed, Aug 16, at 11:AMSubject: Re: *** *** ***To: ***Ms***,I apologize for the delay in the responseArlington Toyota refunded Ms*** the requested amountThe check has been
cashed.
*** ***
Mr***,We do try hard to satisfy our customers at Arlington ToyotaWe regret Mr*** comments and wish him the best in the future with his vehicle. *** ***General Manager
Complaint: ***
I am rejecting this response because: the *** in the services dept did an estimate and told me he sent it according to their policy for a decision as was highlighted in this email he is the one that admitted Toyota had a big problem with paint on their vehicles and it was a nationwide problem That led me to research and verify via the internet there is a nationwide problem with Toyota and paint with numerous Toyota owners complaining Additionally where *** are concerned the paint problems are in the exact same area between the windshield and the sunroof All Toyota has done is to delay, stall, and make excuses *** says it's a dealer problem the dealer says it's a *** problem
Regards,
*** ***
Tell us why hereI am responding to case no***, Latania ***Our account ***. The above referenced account was established to enable Ms*** to purchase a Water Filtration System from Water Equipment Technologies of Longwood, FloridaThe contract was signed on 06/03/
and per the agreement, monthly payments were scheduled starting on 07/03/and continuing each month thereafter until paid in fullUnfortunately, timely payments were not received and the account became past due on multiple occasionsThe account $past due when the final payment was received on 12/06/16. Castle Credit requires written authorization to discuss account details with a third partyThis signed authorization protects our customers as well as Castle CreditOur policy is to send a paid in full letter days after a final payment has been received by checkThis policy protects Castle Credit when payoff checks do not clear the bank We are glad that Ms*** paid her account in fullIn response to her query, a paid in full letter and a copy of the UCC-termination was mailed to Ms*** on 12/16/(three weeks earlier than dictate by our policy) We are very sorry that Ms*** felt that she had a negative experience when speaking to our representativeCastle Credit takes its customer service responsibilities seriously, and I have shared this feedback with the representative who spoke to Ms*** and the appropriate supervisor for reviewWe hope that Ms*** feels that her complaint has been completely resolved Please feel free to contact me directly with any additional questions or concerns. Dave ***Account Resolution Specialist
All issues have been resolved, the gas smell was a warranty issue through ChevroletI apologize for the delay
We regret the misunderstanding Mr***After investigating the situation we do not feel his accusations are correctHowever, we will offer him a $Visa gift card
Complaint: ***
I am rejecting this response because: the company has lied to you I was informed they would not pay anything to repair the car because I had not had any repair or service work by them recently I was repeatedly given excuses and not contacted about this issue I was told it wasn't their problem it was a corporate problem *** indicated it was the local store's issue to resolve The car has been painted to protect the exposed metal since I can no longer wait on Toyota Toyota can reimburse me my cost for painting to rectify this issue The cost was $
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: absolutely nothing was resolvedUntil the business stops being deceptive and dishonest I am not obligated to accept any response and an apology, for my dissatisfaction is backhanded and insulting
I'll spare any regards,
*** ***
I apologize for the delay in responding to the complaintArlington Toyota was unable to secure financing on the vehicle Ms*** wanted to purchaseWe regret her dissatisfaction but Arlington Toyota does not finance vehiclesThe vehicle was serviced assuming her loan would be approvedPlease
let me know if we can provide any further information. *** ***
We regret Mr***'s dissatisfactionThe check was mailed November 7, to the lienholder.*** ***
Arlington Toyota contacted Mr*** to do an estimate to submit to *** *** *** to see how much of the repair would be warrantedBased on Mr*** service history with *** *** *** we informed him that he would have to participate in the repair to some degreeMr***
declined to proceed with the submissionArlington Toyota is willing to submit the estimate if Mr*** would like to proceed
Complaint ID ***, Mark *** Castle Credit Account Number *** On 05/02/2017, we received a complaint from Mark *** regarding us contacting him about his loan with Castle CreditWe investigated the account and concluded that our communication with Mr*** was appropriate (the details
are outlined below)We reached out to the dealer who sold Mr*** the product so they can service the product, if neededIt is difficult to negotiate on past-due accounts over email, but we will reach out to Mr*** via email to find a time that works best for him for a phone callAs requested, we will not reach out to Mr*** at his place of employmentThe above referenced account was established to enable Mr*** to purchase a water filtration system from TG Water LLC, which is an independent business that uses many different lenders for customer financingTG Water LLC is not contractually obligated to finance any of its business through Castle CreditIn this case, TG Water LLC accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle CreditTo perfect our security interest, Castle Credit opted to file a UCC-Financing Statement against the water filtration fixture located at Mr***’s residenceIt is our policy to verify all the contracts prior to funding themAs part of the customer verification process on 12/27/and 12/28/2016, one of our agents spoke with Mr*** on his cell phone and verified the terms of the contract including his monthly payment and his first payment due date of 01/20/Unfortunately, since we funded this contract, we have not received any payments from Mr***We first called Mr*** to remind him of his payment on 02/09/We left several voicemails and sent several emails but did not hear back from himOn 04/20/2017, an agent was finally able to get a hold of Mr***The agent informed Mr*** of his repayment optionsMr*** told the agent that he wants to reach out to TG Water LLC about potentially returning the system before he would make any arrangements with us, but he never called us backWe tried to get a hold of Mr*** several times after this discussion, but unfortunately, were unsuccessful As of today, Mr*** has still not made any paymentsHis balance is $7,with an amount due of $We understand that falling behind on monthly payments can be overwhelming and are willing to work with Mr*** to get him back on trackWe encourage Mr*** to call our office and make payment arrangementsPer Mr***’s request, we will not contact him at his place of employment going forwardMeanwhile, we reached out to TG Water LLC and informed them that Mr*** had questions about his productWe look forward to hearing from Mr*** soon
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I am responding to complaint no*** , *** & *** ***.The ***'s established an account on 3/7/and then canceled the financing on 5/23/14. During the interim period Castle Credit had filed a UCC-Financing Statement to protect it's interest in the product financed. Our
procedure should have included cancelling of this UCC-Financing Statement. However, somehow it was overlooked. We have sent a letter to the ***'s stating that the loan was cancelled and we have forwarded a UCC-Termination to the county. It is our hope that this letter will serve as proof that the loan was canceled & that the UCC-is not valid. We apologize for any inconvenience this may have caused. Please feel free to contact me directly with any additional questions or concerns. *** ***Account Resolution Specialist
The customer purchased the item on July 22, via *** order# 115-***He received the item on July 29, according to UPS tracking# 1***The customer contacted Aaron *** on July 31, to report the item damaged in shippingThe customer had claimed he had
also called once on July 30, but reached a voicemail box and did not leave a message to be contacted backThe customer was told we would issue a pick up via UPS to return the product back to us and that we would ship out a replacement part for him the same dayThis has already been carried out under UPS tracking# 1ZF1***and 1Z***This process is at no cost the customer
Revdex.com:I still want this to be on their rating....this was something that should NEVER have happened I see that many other people have had problems with them
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
We regret we were unable to sell Mr*** a vehicleWe do strive to satisfy all of our customers but in this case we failedWe are happy Mr*** found a vehicle to purchase
We regret Ms***'s rejection however due to her credit history and the advance on the vehicle she chose, the lender decline to finance her at the rate offered, We do apologize for any inconvenience this has causedWe have documents she signed we will be happy to provide that enforce all actions.*** ***
Complaint: ***
I am
rejecting this response because: they contacted me to cover this issues I have and are making good on getting repairs done but have not been able to take care of the issue of being sold a 7yr warranty that they even admiteed on 11-2-I should not have been sold considering the fact they cover the 1st yr so I was only covered for addt mths till Jan for which I paid over $I was offered to pay for an additional warranty out of pocket or to trade my truck in to buy a new one with a longer warranty which is completely unacceptable
Regards,
*** ***
Initial Business Response /* (1000, 5, 2015/07/01) */
6/30/
I am responding to case no XXXXXXXX, *** & *** ***Our account no XXXXXX
Castle Credit provided the financing so that the ***'s could purchase a water system from *** Water of Greensboro, NC
On 6/13/15, we verified the terms and conditions of the loan contract with both *** and *** *** via their cell phone, and with their approval, we established their loanThe ***'s loan is with Castle Credit and not with the dealer, *** The contract signed by the *** was assigned to Castle Credit, and Castle Credit has the legal right to collect all funds due per the terms of the contract
Castle Credit has an ongoing unrelated legal dispute with *** Please know that this dispute has nothing to do with the ***'s loanUnfortunately, *** is attempting to use the ***'s account as leverage to get out of the dispute Castle Credit has with themIn retaliation of our dispute, *** is trying to collect funds from the *** and other customers that are due to Castle CreditWe are working with our legal council to address this
It is our hope that this response will clarify that no monies are owed to *** for the water system purchased by the *** and financed by Castle CreditBy now the *** should have received a welcome letter and a statement for their first payment due on 7/12/We urge the *** to keep their account current with Castle Credit and to call our Customer Service Department at (XXX) XXX-XXXX with any additional questions they may have
As always, please contact me with any additional concerns
*** ***
Account Resolution Specialist
Company's response below:From: *** *** ***>Date: Wed, Aug 16, at 11:AMSubject: Re: *** *** ***To: ***Ms***,I apologize for the delay in the responseArlington Toyota refunded Ms*** the requested amountThe check has been
cashed.
*** ***