Barton, G.L. Construction

From: [redacted] *** Sent: Tuesday, March 21, 2:PMTo: Steve S [redacted] < [redacted] @lancastertoyota.com>Cc: Deb B [redacted] ; Kris B [redacted] < [redacted] @lancastertoyota.com>Subject: RE: Complaint The vehicle [redacted] traded was in his business name and his personal name Titling a vehicle in a personal and business name is not allowed with Penn Dot Note sure how this vehicle registration went through Penn Dot [redacted] had our buyers agreement signed by him with just his personal name and no mention of his business [redacted] completed the credit application online with just his personal information, no business information or mention of his business buying the vehicle He arrived for delivery and reviewed all of the paper work which showed title information in his name only [redacted] signed all documents as a personal buyer, no mention of his business as owner of the vehicle [redacted] took delivery after signing all the documents Some days after delivery, [redacted] called and told us he wanted the vehicle titled in his business name We explained our agreement with banks is that we are a third party lender and only able to enter into a contract with the purchase of a vehicle Once submitted, we cannot redo or re-contract the deal We connected [redacted] with the Huntington Bank who financed the vehicle A representative from Huntington was willing to work with [redacted] to change the financing to a business contract, provided [redacted] submit to them a business credit application [redacted] declined and thought it was our responsibility At no time during the process were we made aware [redacted] wanted to title his vehicle in his business only Only after delivery, when we were unable to make any changes, did [redacted] indicate he wanted the purchase in his business name [redacted] ***General Manager [redacted] ***

From: [redacted] ***? Sent: Tuesday, March 21, 2:PMTo: Steve S [redacted] < [redacted] @lancastertoyota.com>Cc: Deb B [redacted] ; Kris B [redacted] < [redacted] @lancastertoyota.com>Subject: RE: Complaint? The vehicle [redacted] traded was in his business name and his personal name? Titling a vehicle in a personal and business name is not allowed with Penn Dot? Note sure how this vehicle registration went through Penn Dot [redacted] had our buyers agreement signed by him with just his personal name and no mention of his business? [redacted] completed the credit application online with just his personal information, no business information or mention of his business buying the vehicle? He arrived for delivery and reviewed all of the paper work which showed title information in his name only? [redacted] signed all documents as a personal buyer, no mention of his business as owner of the vehicle? [redacted] took delivery after signing all the documents? Some days after delivery, [redacted] called and told us he wanted the vehicle titled in his business name? We explained our agreement with banks is that we are a third party lender and only able to enter into a contract with the purchase of a vehicle? Once submitted, we cannot redo or re-contract the deal? We connected [redacted] with the Huntington Bank who financed the vehicle? A representative from Huntington was willing to work with [redacted] to change the financing to a business contract, provided [redacted] submit to them a business credit application? [redacted] declined and thought it was our responsibility? At no time during the process were we made aware [redacted] wanted to title his vehicle in his business only? Only after delivery, when we were unable to make any changes, did [redacted] indicate he wanted the purchase in his business name.? ? [redacted] ***General Manager [redacted] ***

This vehicle had a stone chip in the windshield hidden under the wiper blade prior to arrival at our shop. The crack manifested from the chip in the windshield. This was verified by our outside window replacement vendor who was on site for other work. No tools were placed on the
hood and if they were and would have slid into the windshield, there would be scratches on the hood from the sliding tools. if we would have caused the damage we would accept responsibility, however the damage was done prior to arrival at our shop.

[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 as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***Dear Sir,I believe I proved I was overcharged by Lancaster ToyotaI was told that the job would take and 1/hours and they did the repair and made all the inspections in addition to doing all repairs in less than minutesI went to professional bodyshops, *** ***, and *** ***, and they stated in writing that the repair only should have taken hour, not and 1/hoursTheir labor charges for the job did not exceed $I should get a refund as stated in my original complaintLancaster ToyotaI have taken my cars therenever charged me $for nour of work in the years I have taken my cars thereI was misled that the work on my car would take and 1/hours to completeWith all the other inspections on my car it took them less that hourThe labor charge should be adjusted because they should never charged me $for less than hour of workThey should have charged me their hourly rateWhen I tried to find out their hourly rate, they would not tell me. If Lancaster Toyota makes the assertion that they will charge less if the job takes less time than estimated---they did not do so in my case. I expect them to live up to what they say they do and refund me hours of labor time charge. Thank you, *** ***

As stated in the prior communication, we have nothing further to add on this site. The customer is welcome to email me or call me at the Dealership.Rick P***General Manager

*** *** was provided the total cost of the repair when the issue was diagnosed. *** *** was provided with a verbal estimate (the same amount) before he OK'd the part to be ordered and *** *** signed off on the total cost (again the same amount) before the work commencedWe
explained to *** ***; we have many Techs certified to complete the repairs, some have been working on Toyota products for over years, some much less. An Tech with more experience will be able to complete the job faster than a Tech with less experience. We do not charge more if a less experienced Tech takes longer than the estimated time to complete the repair. In conclusion the work was completed as per the estimate and the vehicle was returned to the customer in as short a period of time as possible. Usually our customers are happy when we exceed their expectations by completing a task in a shorter wait time.This will be my only response to this issue, I invite *** *** to call me or stop by and see me at our dealership he requires further clarification on this concern Rick P*** General Manager*** *** *** ***

We process over retail car deals each year and in over years I have never received a complaint about not titling a vehicle as the customer desired. Nothing further to discuss Tell us why here

This vehicle had a stone chip in the windshield hidden under the wiper blade prior to arrival at our shop. The crack manifested from the chip in the windshield. This was verified by our outside window replacement vendor who was on site for other work. No tools were placed on the
hood and if they were and would have slid into the windshield, there would be scratches on the hood from the sliding tools. if we would have caused the damage we would accept responsibility, however the damage was done prior to arrival at our shop

[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 as Answered]
Complaint: ***
I am rejecting this response because: Oh congratulations then you messed that flawless record up with meIt's your business that will suffer from me badmouthing my lousy experience with your ignorance as an ownerI and many friends will not be back or even consider your chain of dealerships for businessNothing more to discuss
Regards,
*** ***

We process over retail car deals each year and in over years I have never received a complaint about not titling a vehicle as the customer desired. Nothing further to discuss Tell us why here

[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 as Answered]
? Complaint: ***
I am rejecting this response because: Oh congratulations then you messed that flawless record up with meIt's your business that will suffer from me badmouthing my lousy experience with your ignorance as an ownerI and many friends will not be back or even consider your chain of dealerships for businessNothing more to discuss ?
Regards,
*** ***

From: *** ***? Sent: Tuesday, March 21, 2:PMTo: Steve S*** Cc: Deb B*** ; Kris B*** Subject: RE: Complaint? The vehicle *** *** traded was in his business name and his
personal name? Titling a vehicle in a personal and business name is not allowed with Penn Dot? Note sure how this vehicle registration went through Penn Dot*** *** had our buyers agreement signed by him with just his personal name and no mention of his business? *** *** completed the credit application online with just his personal information, no business information or mention of his business buying the vehicle? He arrived for delivery and reviewed all of the paper work which showed title information in his name only? *** *** signed all documents as a personal buyer, no mention of his business as owner of the vehicle? *** *** took delivery after signing all the documents? Some days after delivery, *** *** called and told us he wanted the vehicle titled in his business name? We explained our agreement with banks is that we are a third party lender and only able to enter into a contract with the purchase of a vehicle? Once submitted, we cannot redo or re-contract the deal? We connected *** *** with the Huntington Bank who financed the vehicle? A representative from Huntington was willing to work with *** *** to change the financing to a business contract, provided *** *** submit to them a business credit application? *** *** declined and thought it was our responsibility? At no time during the process were we made aware *** *** wanted to title his vehicle in his business only? Only after delivery, when we were unable to make any changes, did *** *** indicate he wanted the purchase in his business name.? ? *** ***General Manager*** *** *** ***

From: [redacted] Sent: Tuesday, March 21, 2017 2:35 PMTo: Steve S[redacted] <[redacted]@lancastertoyota.com>Cc: Deb B[redacted] <[redacted]@lancastertoyota.com>; Kris B[redacted] <[redacted]@lancastertoyota.com>Subject: RE: Complaint The vehicle [redacted] traded was in his business name and his...

personal name.  Titling a vehicle in a personal and business name is not allowed with Penn Dot.  Note sure how this vehicle registration went through Penn Dot. [redacted] had our buyers agreement signed by him with just his personal name and no mention of his business.  [redacted] completed the credit application online with just his personal information, no business information or mention of his business buying the vehicle.  He arrived for delivery and reviewed all of the paper work which showed title information in his name only.  [redacted] signed all documents as a personal buyer, no mention of his business as owner of the vehicle.  [redacted] took delivery after signing all the documents.  Some days after delivery, [redacted] called and told us he wanted the vehicle titled in his business name.  We explained our agreement with banks is that we are a third party lender and only able to enter into a contract with the purchase of a vehicle.  Once submitted, we cannot redo or re-contract the deal.  We connected [redacted] with the Huntington Bank who financed the vehicle.  A representative from Huntington was willing to work with [redacted] to change the financing to a business contract, provided [redacted] submit to them a business credit application.  [redacted] declined and thought it was our responsibility.  At no time during the process were we made aware [redacted] wanted to title his vehicle in his business only.  Only after delivery, when we were unable to make any changes, did [redacted] indicate he wanted the purchase in his business name.  [redacted]General Manager[redacted]