We regret Mr. [redacted]'s dissatisfaction with Arlington Toyota. When we locate a vehicle for a consumer we require the consumer to sign a "Consumer Vehicle Locate Agreement" stating that if the consumer decides not to purchase the vehicle $500.00 fee will be charged and it is non-refundable. Mr....
[redacted] signed this document willingly. However he did give us a $1000.00 deposit of which he is due $500.00 refund. This covers the expense of sending drivers or truckers to transport the vehicle from the dealer that owns the vehicle to Arlington Toyota. We will be happy to send Mr. [redacted] a copy of this document.[redacted]
Arlington Toyota regrets Mr. [redacted] rejection. The vehicle was sold to him "AS IS, NO WARRANTY." Arlington Toyota does not warrant these type vehicles. We will be happy to send the documents to you to clarify how the vehicle was purchased.[redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
I am responding to case no. XXXXXXXX, [redacted]. Our account no. XXXXXX.
The [redacted] have maintained a good account with Castle Credit. However, there were two occasions where we received a payment over 30 days late. On both...
occasions, we mailed out statements indicating the past due amount. In addition as a courtesy, we called the [redacted] on several occasions starting 12 days after their due date to seek resolution on the past due amount. Unfortunately, our messages were not immediately returned.
On 7/21/15, Ms. [redacted] called Castle Credit and paid her account in full. At the time of her call, she also requested that we remove any derogatory reporting on her credit. We let her know that it is not our policy to do this, as it is our responsibility to report accounts accurately to the credit bureaus.
We have checked our records and we properly reported the [redacted] 30-days late as of May 2015 to the credit bureaus. Ms. [redacted] provided us with a report from a third-party company that merges the bureaus' information. We can't account for how third parties handle the data. However, we are happy to provide the [redacted] with an additional letter explaining the timing of the past dues or account activity statement if it would help. Upon Ms. [redacted]'s request, we immediately sent out a Paid-In-Full letter to her.
We have done our best to assist Ms. [redacted] and are looking forward to having this Revdex.com complaint resolved.
As always, please contact me with any additional concerns.
Sincerely,
[redacted]
Account Resolution Specialist
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12479973
I am rejecting this response...
because:The funds have not been deposited to the account. I do not trust this company or the people they employ and until I see the funds applied to my loan I do not wish to close this matter. Once funds have posted I will close this matter.
Regards,
[redacted]
We regret Mr. [redacted] situation with Arlington Toyota. Sam Vines did mistakenly pull Mr. [redacted] credit when instructed not to pull the credit because he was preapproved through the lender. Arlington Toyota apologizes for the mistake Mr. Vines made in pulling credit.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Ref case no. [redacted], Castle Credit Account No. [redacted]On 04/13/2017, we received a Revdex.com complaint from [redacted] regarding unauthorized charges on her account. We investigated the account (see details below) and concluded that an error was made on our part. We apologize...
for the inconvenience, and for the negative experience that Ms. [redacted] had with our customer service department. We refunded Ms. [redacted] account for $89.93 and addressed Ms. [redacted]’s case with the customer service representatives involved. The department manager left a message for Ms. [redacted] to apologize for the mistake and see if we can do anything else to assist in resolving this issue.[redacted] established an account with us on 07/06/2016 to enable the purchase of a water filtration system from [redacted] Inc. [redacted] Inc. is an independent business that uses many different lenders for customer financing. [redacted] Inc. is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] Inc. accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle Credit.On 03/24/2017, Ms. [redacted] called to inform us that the payment we had on file was compromised and requested to swap the payment method. A representative assisted her with the request, but unfortunately, erroneously set up a weekly payment instead of a one-time payment. On 03/27/2017, the March payment, for the amount of $89.93, was withdrawn. On 04/03/2017 and 04/10/2017 two more payments were deducted.On 04/11/2017, Ms. [redacted] called, informed a customer service representative of the repeating payments, and asked for the additional payments to be reversed. Our customer service representative informed her that it could be done, but later told Ms. [redacted] that we require bank statements proving the additional charges. Although we would occasionally ask for statements, in this case, the payments should have been refunded without this requirement. Unfortunately, a supervisor was not able to resolve the issue and Ms. [redacted]’s request was still not addressed by the end of 04/12/2017. The department manager was informed of the issue first thing on 04/13/2017 and resolved the issue immediately by reversing a payment and leaving Ms. [redacted] a message. We apologize for this inconvenience and hope that our resolution will satisfy Mr. Sutter’s inquiry. We have addressed this case with our staff and do not anticipate a similar issue again. We look forward to hearing from Ms. [redacted] in the future. Tell us why here...
Complaint: [redacted]
I am rejecting this response because:It would be impossible for me to delay repairs to the vehicle for over a month until I could get it to [redacted]. The vehicle was taking in water from improper repairs done to the roof before I purchased the vehicle. I've now been without a vehicle for almost a month while it has been getting repaired at my local [redacted] dealership in [redacted]. I was forced to file an insurance claim to cover the costs of the needed repairs that Arlington refused to "participate" on. [redacted] of [redacted] would not even guarantee that they would fix my vehicle had I postponed said repairs and brought it to them 598 miles from where I live. I will be filing a formal complaint with [redacted] and seeking legal recourse if Arlington continues to show no desire to acknowledge and address the fact that I was sold a damaged vehicle.
Regards,
[redacted]
Arlington Toyota has been and contact with Ms. [redacted] to resolve the issue. She is decided which of the aftermarket products she would like to keep and which ones she would like to cancel. This matter should be resolved soon.
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no. XXXXXXXX, [redacted]. Our account no. XXXXXX.
Castle Credit provided the financing so that Mr. [redacted] could purchase a water system from [redacted] Water of Greensboro, NC.
The terms and conditions of the...
loan contract were verified with Mr. [redacted] via his cell phone on 8/26/14. With Mr. [redacted]'s permission, we established the loan and paid [redacted] in full for his purchase. On 8/27/14, we sent a welcome letter which again reviewed the terms of the loan. On 12/3/14, Mr [redacted] called and stated that the dealer was going to pay off this account. However, when we contacted [redacted] we were told that they were not paying off the loan and that Mr. [redacted] was responsible for all payments. We relayed this information to Mr. [redacted] and payments were received.
Recently it has come to our attention that the dealer facilitated what was supposed to be a refinancing of Mr. [redacted]'s loan with Castle Credit. We have confirmed that the new financing company paid the dealer directly for this loan and did not remit any funds to Castle Credit. The loan was processed as a new loan, as the finance company was not aware of Castle Credit's loan at that time.
To date, Castle Credit has not received the payoff funds from the dealer, the customer or any third party. We have received some payments from the dealer on Mr. [redacted]'s account, which further has us concerned that Mr. [redacted] may be unaware of the situation. Since we were not involved in this refinancing, and Mr. [redacted] executed this new transaction with the dealer directly, Castle is not able to rectify this situation. Mr. [redacted] needs to pursue the dealer directly for this, and he should also inform the new finance company of this loan fraud. We are also working with legal counsel to address this matter.
Even though the account is current, we called on 6/4/2015 and left a message to touch base with Mr. [redacted] about this situation. We never heard back from Mr. [redacted]. Please know that we are willing to help in any way we can. However, it must be understood that these events have not canceled the original loan Castle made to Mr. [redacted], and the full balance is still due as of today.
It is unfortunate that Mr. [redacted] filed a complaint against us, as we are indirectly a victim of this fraud as well. Again, Mr. [redacted] can contact us at (XXX) XXX-XXXX, and we will try to help in any way we can.
As always, please contact me with any additional concerns.
Sincerely,
[redacted]
Account Resolution Specialist
Complaint ID [redacted], Marissa [redacted], Castle Credit Account Number [redacted] On 07/07/2017, we received a complaint from Marissa [redacted] regarding the credit reporting of her account to the credit bureaus. We reviewed our credit reporting and concluded that our reporting is correct. We explained...
our reporting to Ms. [redacted] and provided her with a letter of clarification. The above referenced account was established to enable Ms. [redacted] to purchase a water filtration system from B&D Quality Water, which is an independent business that uses many different lenders for customer financing. B&D Quality Water is not contractually obligated to finance any of its business through Castle Credit. In this case, B&D Quality Water accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle Credit. To perfect our security interest, Castle Credit opted to file a UCC-1 Financing Statement against the water filtration fixture located at Ms. [redacted]’ residence. We reviewed this account and determined that we are reporting this account accurately to the credit bureaus. This account is not a mortgage but a secured home improvement loan. Occasionally, when mortgage companies use a tri-merge service to pull credit history, account designation can be altered. Unfortunately, we have no control over how tri-merge service companies processes these requests. We provided Ms. [redacted] with a letter explaining that this account is not a mortgage, in the hopes that this letter helps her obtain financing. We are sorry to hear that Ms. [redacted] had a negative customer service experience with us, but unfortunately in this case, there is nothing further we can do. Currently, Ms. [redacted]’ account is severely delinquent. We understand that falling behind on monthly payments can be overwhelming and are willing to work with Ms. [redacted] to get her back on track. We encourage Ms. [redacted] to call our office and make payment arrangements.
[redacted],We regret Mr. [redacted]'s dissatisfaction with the 2005 Toyota 4Runner warranty repair. The part that is recalled is a dashboard that is on National back order. Arlington Toyota has no control regarding availability of parts by the manufacturer. Mr. [redacted] is 12th on the list for the dashboard...
recall. The original order date was 02.02.2016. However, if Mr [redacted] wants to sell his vehicle we will be happy to purchase knowing the dashboard is ordered. We appreciate Mr. [redacted]'s business and hope to solve his issue soon.[redacted]
Complaint: [redacted]
I am rejecting this response because:Enclosed you will find an invoice for the vandalized part,...
plus labor, plus tax and a transaction printout from my credit union showing the detailing I had done at [redacted]. I went with a basic detailing, not a $150 version, it's a brand new truck.Thank you for the help,[redacted]LENS INST, Part # [redacted]....................$110.21[redacted] Labor Quote.....................$58.35[redacted] Interior Only...................$32.79Cash Tip for [redacted].....................$10.00Total Sought...............................................$211.35
Also attached are pictures one which is a picture of the saliva on the window.
Company's response below:From: [redacted]>Date: Thu, Dec 17, 2015 at 10:42 AMSubject: RE: [redacted]To: [redacted]>According to the complaint I received there is no response due at this time. We do value all of our customers...
at Arlington Toyota, however in Mr. [redacted]’s case we feel it is better he purchase a vehicle from another dealer or individual. There has been too much confusion with this purchase. If I missed the email to respond I apologize. Have a Happy Holiday Season!![redacted]Arlington Toyota
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Have Mr. [redacted] set an appointment with Arlington Toyota Collision Center and we will be happy to repair his vehicle. In addition we will provide him with a rental vehicle at no charge to him, Please let me know the appointment so I can follow up with the collision center.
Rick Doran
Complaint: [redacted]
I am rejecting this response because:This is not a solution to the problem. The company needs to recognize the techniques that they are teaching are not good business practices. It is not a viable option for a company to bait and switch people. I have already purchased a car from a dealership and these people would rather sweep my concern under the table because they don't have the time to fix their problems. Also I was refused the car because of my age and the miscommunication of the sale. Saying there was confusion is poor diction in this case. Please follow up with me so that we can find a middle ground.
Regards,
[redacted]
Ref case no. [redacted]; [redacted]; Castle Credit Account No. [redacted] On 03/31/2017, we received a Revdex.com complaint from [redacted] regarding NSF charges and payment activity associated with her account. We investigated the account (see details below) and concluded that the NSF fee was charged...
in accordance with our policy. However, we were disappointed to hear that Ms. [redacted] had a negative customer service experience with us. Since this misunderstanding happened on Ms. [redacted]’s first payment with us, we waived both the $25 NSF fee and the $5 late charge fee. Our hope is that this will satisfy Ms. [redacted]’s inquiry. [redacted] and [redacted] established an account with us on 01/24/2017 to enable the purchase of a water filtration system from [redacted] Refined Water (“IRW”). [redacted] is an independent business that uses many different lenders for customer financing. [redacted] is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle Credit. The first due date on Mr. and Mrs. [redacted]’s account was 02/15/2017. On 03/01/2017, we have not yet received a payment so one of our agents called Mr. [redacted] regarding the past due February payment. Mr. [redacted] stated that Ms. [redacted] had previously mailed the February payment. We suggested that his wife call us with the payment information for review. Mr. [redacted] then called us back and made a payment over the phone to cover the February payment and late fee. The second payment on this account was due on 03/15/2017. A payment was received on 03/07/2017 via check for $82.35. On 03/09/2017 the payment was returned due to non-sufficient funds, incurring a $25 NSF fee. We process our mail daily, but mail delays are always possible, and we are sorry to hear that Ms. [redacted] had a negative customer service experience with our company as a result. The department manager reached out to Ms. [redacted] after this complaint was submitted to better understand what happened so we can address it appropriately with our agents. Meanwhile, we reviewed this case with the agents who were involved and waived $32 in fees on Ms. [redacted]’s account. We look forward to hearing from Mr. and Ms. [redacted] in the future.
We regret Mr. [redacted]'s dissatisfaction with Arlington Toyota. When we locate a vehicle for a consumer we require the consumer to sign a "Consumer Vehicle Locate Agreement" stating that if the consumer decides not to purchase the vehicle $500.00 fee will be charged and it is non-refundable. Mr....
[redacted] signed this document willingly. However he did give us a $1000.00 deposit of which he is due $500.00 refund. This covers the expense of sending drivers or truckers to transport the vehicle from the dealer that owns the vehicle to Arlington Toyota. We will be happy to send Mr. [redacted] a copy of this document.[redacted]
Arlington Toyota regrets Mr. [redacted] rejection. The vehicle was sold to him "AS IS, NO WARRANTY." Arlington Toyota does not warrant these type vehicles. We will be happy to send the documents to you to clarify how the vehicle was purchased.[redacted]
Initial Business Response /* (1000, 5, 2015/07/24) */
I am responding to case no. XXXXXXXX, [redacted]. Our account no. XXXXXX.
The [redacted] have maintained a good account with Castle Credit. However, there were two occasions where we received a payment over 30 days late. On both...
occasions, we mailed out statements indicating the past due amount. In addition as a courtesy, we called the [redacted] on several occasions starting 12 days after their due date to seek resolution on the past due amount. Unfortunately, our messages were not immediately returned.
On 7/21/15, Ms. [redacted] called Castle Credit and paid her account in full. At the time of her call, she also requested that we remove any derogatory reporting on her credit. We let her know that it is not our policy to do this, as it is our responsibility to report accounts accurately to the credit bureaus.
We have checked our records and we properly reported the [redacted] 30-days late as of May 2015 to the credit bureaus. Ms. [redacted] provided us with a report from a third-party company that merges the bureaus' information. We can't account for how third parties handle the data. However, we are happy to provide the [redacted] with an additional letter explaining the timing of the past dues or account activity statement if it would help. Upon Ms. [redacted]'s request, we immediately sent out a Paid-In-Full letter to her.
We have done our best to assist Ms. [redacted] and are looking forward to having this Revdex.com complaint resolved.
As always, please contact me with any additional concerns.
Sincerely,
[redacted]
Account Resolution Specialist
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12479973
I am rejecting this response...
because:The funds have not been deposited to the account. I do not trust this company or the people they employ and until I see the funds applied to my loan I do not wish to close this matter. Once funds have posted I will close this matter.
Regards,
[redacted]
We regret Mr. [redacted] situation with Arlington Toyota. Sam Vines did mistakenly pull Mr. [redacted] credit when instructed not to pull the credit because he was preapproved through the lender. Arlington Toyota apologizes for the mistake Mr. Vines made in pulling credit.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Ref case no. [redacted], Castle Credit Account No. [redacted]On 04/13/2017, we received a Revdex.com complaint from [redacted] regarding unauthorized charges on her account. We investigated the account (see details below) and concluded that an error was made on our part. We apologize...
for the inconvenience, and for the negative experience that Ms. [redacted] had with our customer service department. We refunded Ms. [redacted] account for $89.93 and addressed Ms. [redacted]’s case with the customer service representatives involved. The department manager left a message for Ms. [redacted] to apologize for the mistake and see if we can do anything else to assist in resolving this issue.[redacted] established an account with us on 07/06/2016 to enable the purchase of a water filtration system from [redacted] Inc. [redacted] Inc. is an independent business that uses many different lenders for customer financing. [redacted] Inc. is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] Inc. accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle Credit.On 03/24/2017, Ms. [redacted] called to inform us that the payment we had on file was compromised and requested to swap the payment method. A representative assisted her with the request, but unfortunately, erroneously set up a weekly payment instead of a one-time payment. On 03/27/2017, the March payment, for the amount of $89.93, was withdrawn. On 04/03/2017 and 04/10/2017 two more payments were deducted.On 04/11/2017, Ms. [redacted] called, informed a customer service representative of the repeating payments, and asked for the additional payments to be reversed. Our customer service representative informed her that it could be done, but later told Ms. [redacted] that we require bank statements proving the additional charges. Although we would occasionally ask for statements, in this case, the payments should have been refunded without this requirement. Unfortunately, a supervisor was not able to resolve the issue and Ms. [redacted]’s request was still not addressed by the end of 04/12/2017. The department manager was informed of the issue first thing on 04/13/2017 and resolved the issue immediately by reversing a payment and leaving Ms. [redacted] a message. We apologize for this inconvenience and hope that our resolution will satisfy Mr. Sutter’s inquiry. We have addressed this case with our staff and do not anticipate a similar issue again. We look forward to hearing from Ms. [redacted] in the future. Tell us why here...
Complaint: [redacted]
I am rejecting this response because:It would be impossible for me to delay repairs to the vehicle for over a month until I could get it to [redacted]. The vehicle was taking in water from improper repairs done to the roof before I purchased the vehicle. I've now been without a vehicle for almost a month while it has been getting repaired at my local [redacted] dealership in [redacted]. I was forced to file an insurance claim to cover the costs of the needed repairs that Arlington refused to "participate" on. [redacted] of [redacted] would not even guarantee that they would fix my vehicle had I postponed said repairs and brought it to them 598 miles from where I live. I will be filing a formal complaint with [redacted] and seeking legal recourse if Arlington continues to show no desire to acknowledge and address the fact that I was sold a damaged vehicle.
Regards,
[redacted]
Arlington Toyota has been and contact with Ms. [redacted] to resolve the issue. She is decided which of the aftermarket products she would like to keep and which ones she would like to cancel. This matter should be resolved soon.
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no. XXXXXXXX, [redacted]. Our account no. XXXXXX.
Castle Credit provided the financing so that Mr. [redacted] could purchase a water system from [redacted] Water of Greensboro, NC.
The terms and conditions of the...
loan contract were verified with Mr. [redacted] via his cell phone on 8/26/14. With Mr. [redacted]'s permission, we established the loan and paid [redacted] in full for his purchase. On 8/27/14, we sent a welcome letter which again reviewed the terms of the loan. On 12/3/14, Mr [redacted] called and stated that the dealer was going to pay off this account. However, when we contacted [redacted] we were told that they were not paying off the loan and that Mr. [redacted] was responsible for all payments. We relayed this information to Mr. [redacted] and payments were received.
Recently it has come to our attention that the dealer facilitated what was supposed to be a refinancing of Mr. [redacted]'s loan with Castle Credit. We have confirmed that the new financing company paid the dealer directly for this loan and did not remit any funds to Castle Credit. The loan was processed as a new loan, as the finance company was not aware of Castle Credit's loan at that time.
To date, Castle Credit has not received the payoff funds from the dealer, the customer or any third party. We have received some payments from the dealer on Mr. [redacted]'s account, which further has us concerned that Mr. [redacted] may be unaware of the situation. Since we were not involved in this refinancing, and Mr. [redacted] executed this new transaction with the dealer directly, Castle is not able to rectify this situation. Mr. [redacted] needs to pursue the dealer directly for this, and he should also inform the new finance company of this loan fraud. We are also working with legal counsel to address this matter.
Even though the account is current, we called on 6/4/2015 and left a message to touch base with Mr. [redacted] about this situation. We never heard back from Mr. [redacted]. Please know that we are willing to help in any way we can. However, it must be understood that these events have not canceled the original loan Castle made to Mr. [redacted], and the full balance is still due as of today.
It is unfortunate that Mr. [redacted] filed a complaint against us, as we are indirectly a victim of this fraud as well. Again, Mr. [redacted] can contact us at (XXX) XXX-XXXX, and we will try to help in any way we can.
As always, please contact me with any additional concerns.
Sincerely,
[redacted]
Account Resolution Specialist
The refund has been mailed to the lienholder.
Complaint ID [redacted], Marissa [redacted], Castle Credit Account Number [redacted] On 07/07/2017, we received a complaint from Marissa [redacted] regarding the credit reporting of her account to the credit bureaus. We reviewed our credit reporting and concluded that our reporting is correct. We explained...
our reporting to Ms. [redacted] and provided her with a letter of clarification. The above referenced account was established to enable Ms. [redacted] to purchase a water filtration system from B&D Quality Water, which is an independent business that uses many different lenders for customer financing. B&D Quality Water is not contractually obligated to finance any of its business through Castle Credit. In this case, B&D Quality Water accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle Credit. To perfect our security interest, Castle Credit opted to file a UCC-1 Financing Statement against the water filtration fixture located at Ms. [redacted]’ residence. We reviewed this account and determined that we are reporting this account accurately to the credit bureaus. This account is not a mortgage but a secured home improvement loan. Occasionally, when mortgage companies use a tri-merge service to pull credit history, account designation can be altered. Unfortunately, we have no control over how tri-merge service companies processes these requests. We provided Ms. [redacted] with a letter explaining that this account is not a mortgage, in the hopes that this letter helps her obtain financing. We are sorry to hear that Ms. [redacted] had a negative customer service experience with us, but unfortunately in this case, there is nothing further we can do. Currently, Ms. [redacted]’ account is severely delinquent. We understand that falling behind on monthly payments can be overwhelming and are willing to work with Ms. [redacted] to get her back on track. We encourage Ms. [redacted] to call our office and make payment arrangements.
[redacted],We regret Mr. [redacted]'s dissatisfaction with the 2005 Toyota 4Runner warranty repair. The part that is recalled is a dashboard that is on National back order. Arlington Toyota has no control regarding availability of parts by the manufacturer. Mr. [redacted] is 12th on the list for the dashboard...
recall. The original order date was 02.02.2016. However, if Mr [redacted] wants to sell his vehicle we will be happy to purchase knowing the dashboard is ordered. We appreciate Mr. [redacted]'s business and hope to solve his issue soon.[redacted]
Complaint: [redacted]
I am rejecting this response because:Enclosed you will find an invoice for the vandalized part,...
plus labor, plus tax and a transaction printout from my credit union showing the detailing I had done at [redacted]. I went with a basic detailing, not a $150 version, it's a brand new truck.Thank you for the help,[redacted]LENS INST, Part # [redacted]....................$110.21[redacted] Labor Quote.....................$58.35[redacted] Interior Only...................$32.79Cash Tip for [redacted].....................$10.00Total Sought...............................................$211.35
Also attached are pictures one which is a picture of the saliva on the window.
Company's response below:From: [redacted]>Date: Thu, Dec 17, 2015 at 10:42 AMSubject: RE: [redacted]To: [redacted]>According to the complaint I received there is no response due at this time. We do value all of our customers...
at Arlington Toyota, however in Mr. [redacted]’s case we feel it is better he purchase a vehicle from another dealer or individual. There has been too much confusion with this purchase. If I missed the email to respond I apologize. Have a Happy Holiday Season!![redacted]Arlington Toyota
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Have Mr. [redacted] set an appointment with Arlington Toyota Collision Center and we will be happy to repair his vehicle. In addition we will provide him with a rental vehicle at no charge to him, Please let me know the appointment so I can follow up with the collision center.
Rick Doran
Complaint: [redacted]
The deductible is $500. Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:This is not a solution to the problem. The company needs to recognize the techniques that they are teaching are not good business practices. It is not a viable option for a company to bait and switch people. I have already purchased a car from a dealership and these people would rather sweep my concern under the table because they don't have the time to fix their problems. Also I was refused the car because of my age and the miscommunication of the sale. Saying there was confusion is poor diction in this case. Please follow up with me so that we can find a middle ground.
Regards,
[redacted]
Ref case no. [redacted]; [redacted]; Castle Credit Account No. [redacted] On 03/31/2017, we received a Revdex.com complaint from [redacted] regarding NSF charges and payment activity associated with her account. We investigated the account (see details below) and concluded that the NSF fee was charged...
in accordance with our policy. However, we were disappointed to hear that Ms. [redacted] had a negative customer service experience with us. Since this misunderstanding happened on Ms. [redacted]’s first payment with us, we waived both the $25 NSF fee and the $5 late charge fee. Our hope is that this will satisfy Ms. [redacted]’s inquiry. [redacted] and [redacted] established an account with us on 01/24/2017 to enable the purchase of a water filtration system from [redacted] Refined Water (“IRW”). [redacted] is an independent business that uses many different lenders for customer financing. [redacted] is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle Credit. The first due date on Mr. and Mrs. [redacted]’s account was 02/15/2017. On 03/01/2017, we have not yet received a payment so one of our agents called Mr. [redacted] regarding the past due February payment. Mr. [redacted] stated that Ms. [redacted] had previously mailed the February payment. We suggested that his wife call us with the payment information for review. Mr. [redacted] then called us back and made a payment over the phone to cover the February payment and late fee. The second payment on this account was due on 03/15/2017. A payment was received on 03/07/2017 via check for $82.35. On 03/09/2017 the payment was returned due to non-sufficient funds, incurring a $25 NSF fee. We process our mail daily, but mail delays are always possible, and we are sorry to hear that Ms. [redacted] had a negative customer service experience with our company as a result. The department manager reached out to Ms. [redacted] after this complaint was submitted to better understand what happened so we can address it appropriately with our agents. Meanwhile, we reviewed this case with the agents who were involved and waived $32 in fees on Ms. [redacted]’s account. We look forward to hearing from Mr. and Ms. [redacted] in the future.