Hi Mrs. [redacted],Please make sure that we are the correct Porsche dealer that you are having a problem with in regard to this matter. Your prior correspondence with Porsche Cars of North America was directed at our store, but the issues you shared with PCNA was at a different store in a different state. Since you purchased multiple Porsche products at the same time, you may want to confirm who is the correct contact. I only bring this up since we have already addressed your plate issue and provided you with an address where you can pick them up from the New Jersey BMV. Thank you for taking the time to review our response to your issue regarding the L&T on your New Jersey based Porsche Macan. As you are the owner of a small business, I'm sure you understand the importance of providing the correct information when trying to secure governmental issued documents such as license plates. Even though we used a professional service provider to make sure your Porsche was plated properly, the document that you provided to the provider, and subsequently the State of New Jersey, was incorrect. This incorrect information caused the State of New Jersey to reject all of your documents. I hope this clarifies my response from yesterday since you replied that you were not satisfied with the original answer to your complaint.Yesterday, I provided you and the Revdex.com with the address and phone number where you could go to pick up your plate in person immediately. All of the issues caused by your submission of the wrong data required has been taken care of by the service provider and the delay caused by submitting the wrong information to New Jersey is now well behind us. Finally, as I shared with you yesterday, we did not receive the corrected insurance documents from you until August 4, 2016. We immediately forwarded those to the service provider for processing. As matter of fact, the NJ BMV received the correct information of August 5, 2016 via overnight service. We have been working to get your documents processed every single day since August 5, 2016. As a matter of additional fact, you have spoken to our Business Manager regularly since that time and you have been updated at
every possible opportunity. Should
we be able to offer any additional assistance, please let us know.
John
M[redacted]
General
Manager
Tom
Wood Porsche
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]l
The Customer Service Manager that handled Mr. [redacted]’s repair is no longer with Tom Wood Collision. According to our notes and insurance information on file, the guest states that the vehicle was in a prior accident before coming to Tom Wood Collision. To our knowledge all the concerns mentioned in...
the complaint have been addressed and corrected with the exception of the windshield molding. We have the windshield molding here and our records indicate several calls made to the customer with voicemails left asking for a return call to schedule a time to have this part installed. I personally have called three times in the last week and have also sent an email with no reply. A rental vehicle will be provided at no cost for the customer to use on the day of service. Tom Wood Collison offers a Lifetime Warranty on all of our work. There is nothing more we would like to do than get this resolved. We understand that having a vehicle repaired is in inconvenience and we strive to make the experience as pleasant as possible. If you could please encourage Mr. [redacted] to reach out to me I assure you I will take care of his concerns. Anyone else that may have questions or concerns regarding this complaint should feel free to contact me as well. I would be more than willing to discuss this with them and answer any questions they may have. Sincerely,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like to know what insurance documentation he is referring to when he says previous accident. This is the first accident I've had. I do not trust Tom Wood Collision staff to repair my vehicle. I have been very accommodating thus far with their inability to meet the expectation of the customer. I will never do business with any of the Tom Wood affiliates based on their actions alone. I would ask that Tom Wood collision meet agree to my original proposal so I can my vehicle repaired properly by another company.
Regards
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
I just spoke with Mr [redacted]. What prompted this is he went to Falcone VW and they pointed this stuff out on an inspection. They quoted him $800.00 to rectify. He asked if we would give him a check. I told him I would like the opportunity to personally see the car...
thru and convinced him. He said this was our last chance and was very adamant to that fact. I have an e-mail with all the facts into David H[redacted] at VW so we can get the stickers ordered and will follow up with the guest at that time. I will update once these minor things are handled/
Ms. [redacted], In my previous response I enclosed a document from Corporate Nissan showing their credit tiers. His credit score warrants a tier 6 approval. However he received a tier 5 approval which gave him the better 4.9% APR for his loan. I have attached the document again for his review. I will still credit him the $299 Safety Light if he wishes. I apologize for the mis communication during his purchase. We tried to get him the best interest rate we could. Sincerely, Ken K[redacted]
Thank you for the opportunity to address your concern regarding your New Jersey L&T process in regard to your Porsche Macan that you purchased from Tom Wood Porsche on July 8, 2016.As the PDF included with this reply indicates, your paperwork was processed through the service provider on July...
14, 2016. Unfortunately, your failure to provide the provider with the correct insurance information with the correct VIN number caused the NJ BMV to reject your documents. The documents provided at the time of purchase were for a different vehicle and not the vehicle you purchased.We did not receive the corrected insurance documents from you until August 4, 2016. We immediately forwarded those to the service provider for processing. As matter of fact, the NJ BMV received the correct information of August 5, 2016 via overnight service. We have been working to get your documents processed every single day since August 5, 2016. As a matter of additional fact, you have spoken to our Business Manager regularly since that time and you have been updated at every possible opportunity. To that end, we have been informed today that you can visit the NJ BMV located at 404 East Washington Avenue, Washington, NJ 07882 today and complete the L&T process. The contact phone number is 908 835 3200. Should we be able to offer any additional assistance, please let us know.John M[redacted]General ManagerTom Wood Porsche
Dear Revdex.com of Central Indiana, Ms [redacted] did come into the service department to have her tires rotated and she told the advisor that someone scratched her car. The scratch in question had previous touch up paint on a portion of it, so we denied that we were to blame. We eventually...
agreed to have the area painted and we did ask her to get alternate transportation or rent one of our rental cars. After she voiced her opinion to several members of our staff, we then agreed to pay for her rental car. According to our records, she never paid us or was charged for anything. I attached a copy of the work order for your review. If she has a receipt for $60 that she paid us, we will refund. Sincerely,Ken K[redacted]General ManagerTom Wood Nissan
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am willing to submit a screen shot of my phones records for that day. I called Mr C** at the dealership at 2:01 pm (time stamped start of call) to inquire to the status of the vehicle and told him I was driving straight there from work at that time. According to Mr P[redacted] the car was logged as sold at 2:00. Therefore, there is a brake down in the system or Mr C** never checked or they just wanted to get me into the dealership. Furthermore, I can also show I never had a missed call or message from the dealership. If Mr P[redacted] would like to quote me a price for 2016 Crosstrek Limited, white or blue with an ivory leather interior and sunroof, I will take it into consideration. This is a cash deal without trade-in so I feel if Mr P[redacted] is serious about earning my business, it shouldn't be a problem for him to do that on this forum.
Regards,
[redacted]
This is a follow up to my response on 9/14/2016 in reference to complaint #[redacted]. Mr. [redacted] and I have been in contact and will hopefully resolve the concern. I am in contact with our third party credit vendor and they have given me instructions on what is needed to have the Inquiries in question removed. I will forward the information as soon as I receive what is needed from Mr. [redacted]. The credit bureau agencies need a request in writing with signatures to get the inquiries reversed. I will update this file when I send the material to our vendor.Sincerely,Ken K[redacted]
Audi Indianapolis did not do anything to cause Mr. [redacted]'s tires to start cupping. Based on our experience the Pirilli tires that were on Mr. [redacted]'s car last between 25 to 30K miles depending on the driving habits of the user. Mr. [redacted] brought his car in with 26,431 miles on it when we replaced the two tires. We strive to keep all of our customers completely satisfied but I am not sure that we can satisfy MR. [redacted]. Since Mr. [redacted] has moved out of state we will offer him a one time refund of the two tires that he purchased and he can utilize his new local Audi dealer in his new state to fix any other issues that come up with his car. We will be happy to credit his American Express if this is acceptable to Mr. [redacted], please let us know and we will get the credit issued.
We did promise to give her a $25 gift card, as we did everyone we emailed the offer to, but somehow we didn't mail the gift card even after several reminders from our customer. We simply did a very poor job of follow through...To make up for it we are purchasing a $50.00 gift card and...
personally delivering it to the customer today, September 28th, 2015.I will be calling the customer once Maria returns and let's me know the card was delivered.I believe this should satisfy the customer and the Revdex.com as resolved.Sincerely,Chris H[redacted]
Ms. [redacted],I have attached Tom Wood Nissan's response to claim #[redacted]. Please contact me if you have any questions.Sincerely,Ken K[redacted]317-688-6000
Mr. [redacted] It was a pleasure talking to you today and answering all your questions as to the delay. I believe the issue has finally been resolved. You will receive the document at your Illinois address any day. You license plate has been transferred to your new vehicle and the...
sales tax has been paid. To confirm this has been done I will email you the support documentation today. As discussed we will cover any fees related to the delay. Again, I sincerely apologize the title process hasn’t gone as smoothly as either of us would expect. We will use this example in future training and process improvements. We truly value your feedback and appreciate your business. Please let me know if there is anything we can do to assist you in the future. Regards, Tom
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Hi Mrs. [redacted],Please make sure that we are the correct Porsche dealer that you are having a problem with in regard to this matter. Your prior correspondence with Porsche Cars of North America was directed at our store, but the issues you shared with PCNA was at a different store in a different state. Since you purchased multiple Porsche products at the same time, you may want to confirm who is the correct contact. I only bring this up since we have already addressed your plate issue and provided you with an address where you can pick them up from the New Jersey BMV. Thank you for taking the time to review our response to your issue regarding the L&T on your New Jersey based Porsche Macan. As you are the owner of a small business, I'm sure you understand the importance of providing the correct information when trying to secure governmental issued documents such as license plates. Even though we used a professional service provider to make sure your Porsche was plated properly, the document that you provided to the provider, and subsequently the State of New Jersey, was incorrect. This incorrect information caused the State of New Jersey to reject all of your documents. I hope this clarifies my response from yesterday since you replied that you were not satisfied with the original answer to your complaint.Yesterday, I provided you and the Revdex.com with the address and phone number where you could go to pick up your plate in person immediately. All of the issues caused by your submission of the wrong data required has been taken care of by the service provider and the delay caused by submitting the wrong information to New Jersey is now well behind us. Finally, as I shared with you yesterday, we did not receive the corrected insurance documents from you until August 4, 2016. We immediately forwarded those to the service provider for processing. As matter of fact, the NJ BMV received the correct information of August 5, 2016 via overnight service. We have been working to get your documents processed every single day since August 5, 2016. As a matter of additional fact, you have spoken to our Business Manager regularly since that time and you have been updated at
every possible opportunity. Should
we be able to offer any additional assistance, please let us know.
John
M[redacted]
General
Manager
Tom
Wood Porsche
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]l
The Customer Service Manager that handled Mr. [redacted]’s repair is no longer with Tom Wood Collision. According to our notes and insurance information on file, the guest states that the vehicle was in a prior accident before coming to Tom Wood Collision. To our knowledge all the concerns mentioned in...
the complaint have been addressed and corrected with the exception of the windshield molding. We have the windshield molding here and our records indicate several calls made to the customer with voicemails left asking for a return call to schedule a time to have this part installed. I personally have called three times in the last week and have also sent an email with no reply. A rental vehicle will be provided at no cost for the customer to use on the day of service. Tom Wood Collison offers a Lifetime Warranty on all of our work. There is nothing more we would like to do than get this resolved. We understand that having a vehicle repaired is in inconvenience and we strive to make the experience as pleasant as possible. If you could please encourage Mr. [redacted] to reach out to me I assure you I will take care of his concerns. Anyone else that may have questions or concerns regarding this complaint should feel free to contact me as well. I would be more than willing to discuss this with them and answer any questions they may have. Sincerely,
Ms. [redacted], I have attached Tom Wood Nissan's response to this complaint. Thank you,Ken K[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like to know what insurance documentation he is referring to when he says previous accident. This is the first accident I've had. I do not trust Tom Wood Collision staff to repair my vehicle. I have been very accommodating thus far with their inability to meet the expectation of the customer. I will never do business with any of the Tom Wood affiliates based on their actions alone. I would ask that Tom Wood collision meet agree to my original proposal so I can my vehicle repaired properly by another company.
Regards
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
I just spoke with Mr [redacted]. What prompted this is he went to Falcone VW and they pointed this stuff out on an inspection. They quoted him $800.00 to rectify. He asked if we would give him a check. I told him I would like the opportunity to personally see the car...
thru and convinced him. He said this was our last chance and was very adamant to that fact. I have an e-mail with all the facts into David H[redacted] at VW so we can get the stickers ordered and will follow up with the guest at that time. I will update once these minor things are handled/
Ms. [redacted], In my previous response I enclosed a document from Corporate Nissan showing their credit tiers. His credit score warrants a tier 6 approval. However he received a tier 5 approval which gave him the better 4.9% APR for his loan. I have attached the document again for his review. I will still credit him the $299 Safety Light if he wishes. I apologize for the mis communication during his purchase. We tried to get him the best interest rate we could. Sincerely, Ken K[redacted]
Thank you for the opportunity to address your concern regarding your New Jersey L&T process in regard to your Porsche Macan that you purchased from Tom Wood Porsche on July 8, 2016.As the PDF included with this reply indicates, your paperwork was processed through the service provider on July...
14, 2016. Unfortunately, your failure to provide the provider with the correct insurance information with the correct VIN number caused the NJ BMV to reject your documents. The documents provided at the time of purchase were for a different vehicle and not the vehicle you purchased.We did not receive the corrected insurance documents from you until August 4, 2016. We immediately forwarded those to the service provider for processing. As matter of fact, the NJ BMV received the correct information of August 5, 2016 via overnight service. We have been working to get your documents processed every single day since August 5, 2016. As a matter of additional fact, you have spoken to our Business Manager regularly since that time and you have been updated at every possible opportunity. To that end, we have been informed today that you can visit the NJ BMV located at 404 East Washington Avenue, Washington, NJ 07882 today and complete the L&T process. The contact phone number is 908 835 3200. Should we be able to offer any additional assistance, please let us know.John M[redacted]General ManagerTom Wood Porsche
Dear Revdex.com of Central Indiana, Ms [redacted] did come into the service department to have her tires rotated and she told the advisor that someone scratched her car. The scratch in question had previous touch up paint on a portion of it, so we denied that we were to blame. We eventually...
agreed to have the area painted and we did ask her to get alternate transportation or rent one of our rental cars. After she voiced her opinion to several members of our staff, we then agreed to pay for her rental car. According to our records, she never paid us or was charged for anything. I attached a copy of the work order for your review. If she has a receipt for $60 that she paid us, we will refund. Sincerely,Ken K[redacted]General ManagerTom Wood Nissan
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am willing to submit a screen shot of my phones records for that day. I called Mr C** at the dealership at 2:01 pm (time stamped start of call) to inquire to the status of the vehicle and told him I was driving straight there from work at that time. According to Mr P[redacted] the car was logged as sold at 2:00. Therefore, there is a brake down in the system or Mr C** never checked or they just wanted to get me into the dealership. Furthermore, I can also show I never had a missed call or message from the dealership. If Mr P[redacted] would like to quote me a price for 2016 Crosstrek Limited, white or blue with an ivory leather interior and sunroof, I will take it into consideration. This is a cash deal without trade-in so I feel if Mr P[redacted] is serious about earning my business, it shouldn't be a problem for him to do that on this forum.
Regards,
[redacted]
This is a follow up to my response on 9/14/2016 in reference to complaint #[redacted]. Mr. [redacted] and I have been in contact and will hopefully resolve the concern. I am in contact with our third party credit vendor and they have given me instructions on what is needed to have the Inquiries in question removed. I will forward the information as soon as I receive what is needed from Mr. [redacted]. The credit bureau agencies need a request in writing with signatures to get the inquiries reversed. I will update this file when I send the material to our vendor.Sincerely,Ken K[redacted]
Audi Indianapolis did not do anything to cause Mr. [redacted]'s tires to start cupping. Based on our experience the Pirilli tires that were on Mr. [redacted]'s car last between 25 to 30K miles depending on the driving habits of the user. Mr. [redacted] brought his car in with 26,431 miles on it when we replaced the two tires. We strive to keep all of our customers completely satisfied but I am not sure that we can satisfy MR. [redacted]. Since Mr. [redacted] has moved out of state we will offer him a one time refund of the two tires that he purchased and he can utilize his new local Audi dealer in his new state to fix any other issues that come up with his car. We will be happy to credit his American Express if this is acceptable to Mr. [redacted], please let us know and we will get the credit issued.
We did promise to give her a $25 gift card, as we did everyone we emailed the offer to, but somehow we didn't mail the gift card even after several reminders from our customer. We simply did a very poor job of follow through...To make up for it we are purchasing a $50.00 gift card and...
personally delivering it to the customer today, September 28th, 2015.I will be calling the customer once Maria returns and let's me know the card was delivered.I believe this should satisfy the customer and the Revdex.com as resolved.Sincerely,Chris H[redacted]
Ms. [redacted],I have attached Tom Wood Nissan's response to claim #[redacted]. Please contact me if you have any questions.Sincerely,Ken K[redacted]317-688-6000
Mr. [redacted] It was a pleasure talking to you today and answering all your questions as to the delay. I believe the issue has finally been resolved. You will receive the document at your Illinois address any day. You license plate has been transferred to your new vehicle and the...
sales tax has been paid. To confirm this has been done I will email you the support documentation today. As discussed we will cover any fees related to the delay. Again, I sincerely apologize the title process hasn’t gone as smoothly as either of us would expect. We will use this example in future training and process improvements. We truly value your feedback and appreciate your business. Please let me know if there is anything we can do to assist you in the future. Regards, Tom
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
A check in the amount of $600 was dropped at FedEx on the evening of 10/14/15. We are sorry for the delay in getting this resolved.