Architects Roofing Inc.

RE: ID# *** To Whom it May Concern:Mr& Mrs*** came into our dealership on February 25, to purchase a Hyundai VeracruzThey could not sign papers at that time, and had inquired if they could come back at separate times to sign due to their work schedulesI had informed
them that would be fine and we would do whatever to accomodate them.Mr*** came into my office first, and I went over all of the paperwork with him and explained all of the products I had to offer, which included the extended warranty and gap insuranceMr*** accepted the warranty and gap coverage, signed all of the paperwork which I had presented to him, and we held the documents until his wife was able to come in at a later time to sign.Mrs*** came in later that day, and once again I presented and thoroughly explained each and every paper that she signedShe read each form and if she had any questions regarding the paperwork, I answered them at this timeThere was no confusion over what was purchased and in the contract.On March 9th 2016, Mrs*** came into the dealership and requested that we cancel the warranty and gap coverageI had explained to her that we could do so, and the refund payment would go to the installment loan balance since the deal had already been funded, and this is also a requirement of any financial institutionOn March 9th, we sent a check for $to * * * Bank, which was the full refund on the warranty and gap which they had previously acceptedThere was no reluctance on our part in this entire process.Approximately week after purchasing the vehicle, Mrs*** had called me with the concern that she hadn't received her payment book yetI explained that it takes time for the loan to process after funding and she should receive something from * * * Bank in approximately weeks, and she will receive it in plenty of time before her first payment was due, which was April 5th, Mrs*** called me numerous times and came into my office so we could call the bank togetherI spoke with a representative from * * * Bank, and they assured me it hadn't been enough time for her to receive her statement and that it would be sent to her about days before her first payment was dueOn March 24, 2016, I received a voice message from Mrs*** demanding her account number and a phone number for * * *, which I called her back and gave herShe felt as though I had lied to her because of thefact I told her the coupon would be mailed out APPROXIMATELY days before the payment was due, and the bank told her days.We, as a dealership, did everything the customer had asked of us, and in a timely mannerWe understand the importance of credit rating for our customers, and would never do anything to jeopardize thatBuying a car is a large financial decision and can be very stressfulWe hope this clarifies how the transaction was handled.Sincerely,Paul J***Superior Toyota ###-###-####

Re: *** *** Dear ***:I am responding to your correspondence dated June 30, 2016, in which you reference a complaint filed by a consumer regarding rodent damage to their Toyota CamryFurther, this consumer alleges that the damage incurred is not being covered under a Toyota warranty or
recall, and their personal insurance does not provide for a rental vehicleFinally, the consumer indicated that parts are not readily available for the repairTheir desired settlement includes a free rental for the duration of the repair, and that Toyota investigates the origin of this repair.We do not disagree with a majority of the concerns stated aboveThe damage was the result of rodents, however, what caused them to chew the wiring harness is not something we are able to speculate onThe consumers concern has been forwarded to our representative at Toyota, per his request in the desired settlement.As he indicated, Toyota does not cover this damage under any warranty or recallThe dealership is at the mercy of parts availability based on Toyota's production directive, not something we can change.Lastly, the consumer requests a free loaner car during the duration of the repair for the above noted issuesAs noted above, the concerns that are stated are not a result of something the dealership did or did not doHowever, as a measure of goodwill, the dealership elected to provide the rental car at no cost for days each week for the duration of the repair (days total)Further, electing to add rental coverage to your insurance is a personal choice and one that likely saves you on premiums if you choose not to include itAgain, the consumer elected not to include that coverage for one reason or anotherThat is a personal choice, but one that results in risking cash out of pocket for a rental vehicle should the need ariseAs noted above, thedealership did go above and beyond, and provided the rental at no cost for two days of each week.We feel this thorough account clarifies any concerns made by the consumer, and proves the dealerships willingness to participate in these costs despite not being responsible for themShould you have any further questions, do not hesitate to contact us.Sincerely,Timothy F**, CPA Fixed Operations Director Superior 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. 
Regards,
[redacted]