Capital City Flooring, Inc.

Initial Business Response /* (1000, 8, 2017/06/01) */
I am writing on behalf of Patterson Sales and Service on case number ***These clients did by a home through Patterson Sales and ServiceWe are a dealer of manufactured homes meaning we order the homewe do not build the home or choose
the product used on itIf a client wants something specific such as a steel roof they have the option to customize at the start of the purchaseThe home comes built and we hire a subcontractor onsite to piece the two halves togetherA lot of times people assume that since it is built in a factorythey should be moving in a few days after one arrivedThis is not the case and some homes are more complex than othersWe always allow ourselves weeks onsite to ensure we have enough time to complete the homesPatterson's did ask for an extension of a couple days on this file as the client requested Kohler to address a deficiency on their home before taking possession and we had to wait for their tech to come to site which put us over the weeksOnce the issue was resolved a few days later we closed the homeThere for I believe that Patterson's did their job per their contract time lines which should explain the time gaps from when the home arrived to when they took possession
With regards to the wait time when the home arrived to siteit was true that the subcontractor we hired was supposed to be done his current job but there was a delay at that site so we had to wait for him to finish upWe relayed that message to the client and we wrapped the home and did several checks to ensure all was goodWith regards to the shinglesthe roof at that point would not even have been capped and it is not uncommon to lose a shingle during delivery or in high windsThese homes are shipped and go upwards on 100km an hour on the highway so we are very aware that there is often shingles to fix upon arrivalThese clients did call with concerns after the home arrived and we informed them that all was very normalespecially for setting a home in the fall however they did not want us to fix the shingles that had blown and wanted a new steel roof at that pointI told them I would price them out on the difference but they did not want to pay extra at that pointWe ensured them that they were under warranty and to call if they lost anyAgain, we explained they would probably lose a couple over the winter as the tar would not have time to set on their roof (you need the sun and hot weather to activate the tabs)Anytime they called we sent a rep outWe did not wash our hands clean of anything at this point and continue to service the client todayWe told them to fill out the warranty claim (we filled out majority of the paper work) to ensure that the shingles were installed correctly by both contractors and free of defect from manufacturer
The shingle manufacturer was out and looked at their roofThey have come back and said that they would fix any blown off shingles (full warranty) and repair any that were lifted at this pointBoth companies are doing their best to address the clients roof and no one is washing their hands cleanI do not believe there was any issues with the roof but is due to the time of year and on at least one occasion very high windsWe also built a new building (Hired a local company to build) at the same time of year and lost shingles on all occasions that these clients did tooWe understand it is due to the time we builtWe, like the clients are in a very high wind area
All parties are willing to repair the roof that they signed off on with the product that they bought when they ordered the homeBP shingles come with an extra tar tab so they were not changed for extra tar in the factoryI asked the factory on this as the client and Patterson's was expecting to see extra not just what ***The Home Manufacturer has agreed to go over the roof with a fine-tooth comb and apply extra tar to any tab that did not set yet (they were waiting to address this in the better weather when the shingles would take to this application)If the client chooses to put a new roof on, that is the client's choice but there is no default in the shingles or the installation that would require us to help them buy a new steel roof or subsidize the cost of the roof they originally purchasedWe will continue to warranty the one they have for our contractual time frameI believe if they hold off and let the summer sun activate their tabs which is required, most their issues will be solvedWe have not heard of any shingles blowing off this client's roof since Jan or Feb so we assumed that all was good regarding their roof

Initial Business Response /* (1000, 5, 2015/06/25) */
I emailed Mr*** an apology as he would not talk to us over the phoneThe following is the email that I sent him:
***
Dear Mr*** ***,
I do apologize for *** leaving the socket under your hoodThis should
not have happened and never happened before but everyone makes mistakes*** is an experienced mechanicI apologize if the screen room wasn't ordered when you were told it was ordered
I do not apologize for the unit not being cleaned because you definitely knew that this was not our trailer because you *** were in the room when *** called the customer that owned the trailerThe customer even gave you his hitch, torsion bars...which he didn't have to doI stand behind *** ***He told you the screen room was not ordered on Monday but on Thursday
*** ***
***As far as the refund on the screen room, there is no problem to be refundedYou can pick it up at any time
Yours truly,
*** ***
I told Mr*** that his refund was here waiting for him***
This customer as stated before, knew he was not buying a trailer from us but from the customerThe person who owned it just put is through as a paper trade
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here was my response to that letter
"Hi ***,
***
Is it common practice to sell stuff that isn't yours?? The bill of sale states that I bought it from LJ PattersonI know it wasn't your RV, but since your name is on the bill of sale, you have an obligation to your clients to service them just the sameThat's being lazy
***None of you made any attempt to contact me and apologize, personally for what happenedWhen I started questioning where the patio room was, no one would give me a straight answer*** did tell me that it was ordered on the Monday, I don't care what he told you
You see that's the problem here, none of you seem to talk to each other and then everybody defends everybody else for things that are totally unacceptable***
The reason why I preferred to do this through email, is that now, we have a paper trail of me asking numerous times, what price is the patio room?? What size did you order?? And you people not answering and avoiding my questionsit's all there, black on white!!!
***
I will not pick it up at your office, you will send it to me by mailI've already been there more times than I should've had to***
*** ***
***
***
Final Business Response /* (1000, 11, 2015/07/09) */
The deal that was going on with Mr*** at *** Sales was just a paper trade which he was well aware of at the time of purchase, we made absolutely made no profit on this unit what so everWhen stating that we have the obligation to service your unit with our name on the bill of sale, it was again, just a paper trade
***
***
I never refused to give back Mr*** his refund, I did inform him it is here
Final Consumer Response /* (3000, 13, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not go down once more to pick up the refund***It can be easily sent to me by mail, which is what I've been asking them from the beginningTrust between the client and the business was lost in the "paper transfer" and hardware installation process, thus the request to be refunded for a screen room that was never ordered as requested and never received in a timely fashion as promised by the business***All this would be over if they would just send the ***$ refund by mail***

Initial Business Response /* (1000, 5, 2015/06/25) */
This tractor deal was started on *** **st and ended on *** **thThe tractor took two and a half days to get it ready (all the attachments had to be installed that were ordered by the customer)The tractor was held and not available for
sale to another customer for almost two months
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business began preparing the tractor at their own riskNo official documents were signedIn fact the first documents sent to me had errors and I phoned immediately and advised***, the finance person, advised that nothing could proceed until they received signed scanned copies back from me followed by hard copies in the mailOf course I never did sign the documents to complete the deal so I should not have to pay for their error in judgment and any prep work they prematurely started
Final Consumer Response /* (4200, 19, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their receipt says the $*** is for deliveryAs already mentioned, I believe I am due the refundThe proposed resolution is not acceptable or reasonable
Final Business Response /* (4000, 21, 2015/08/10) */
We are including the emails between *** *** (Salesman) and Mr***It shows in the email that it was for a deposit and not freight and it also states that he can use the deposit towards another tractor and it is non-refundable.I cannot attached them to this response so I will send seperatlyThey are all from *** **, ***1st on states that we would need $*** to hold it2nd one is from Mr*** and it asks that 'If I were to put $*** down to hold it for a couple of das would I be able to use this on another unit if I decided to change my mind'The 3rd email just confirms that what he asked is correct and states that the deposit is non refundable4th email confirms that we have taken the $*** deposit and shredded his detailsthe 5th was sent to Mr*** showing the cost of the tractor and a receipt from his *** stating that it is a deposit

Initial Business Response /* (1000, 8, 2017/06/08) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
This customer purchased a used *** Farm TractorIt was serviced in our Miramichi location and delivered to his
locationHe operated the tractor for a period of time and then called to advise that the oil filter had come loose allowing oil to escape from engineWithin to days we had a mechanic visit the tractor and he determined that the engine was damaged from lack of oilWe picked the tractor up to bring to our main shop in MiramichiAfter our senior engine mechanic checked this tractor we realized there was significant damage and engine had to be removed from tractorAt this time we supplies the customer with a lender tractor for duration of repairsThe tractor requiring repairs was in our shop for a longer period of time then we had expected due to backorder problem with engine blockWe therefore ordered in and replaced the damaged engine with a complete new drop in engineThe customer was advised of the completition of the repairThe tractor that was lent to the customer was in good operating condition when customer received it glass complete but the customer broke the door glass some howThis tractor also needed front axle repair due to use and we sent mechanics to his site which is hours away from here and repaired axles and replaced door for himWe informed the customer he had to pay for the door glass which we finally dropped the bill of $*** to zero because there was no way of pleasing this customerThis tractor was always looked after as it came from our local golf course and we have always completed all the service on this tractorWe have spent $*** trucking this tractor over and backWe have also spent $*** in service calls on this tractorThe customer states the hinge was broke on the loaner tractor and blamed that for the door glass breakingWhen our mechanic went to replace the door glass he saw where the door hinges were bent which would indicate he ran into something or the wind caught the door causing the glass to breakAll used products we sell have a 50/powertrain warrantyEven if this tractor was new all manufacture warranties start at the dealers doorWe've had about tractors in the last years that blew there oil filters off and everyone of them was on a cold morning and the customer reving up the engine before its warmed up causing to much oil pressure going to the filterThis is not the tractors faultI don't think after doing all of this work for this customer we should have to be exploited on social media by putting this exact letter on his personal facebook pageHe also complains about not making any money with the tractorHe had a loaner tractor from us the whole time less a few weeks where he should have been able to make money with the tractorIf you need any further information please do not hesitate to contact us
Initial Consumer Rebuttal /* (3000, 10, 2017/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all good on this company to stand up to their sale unfortunately it took a lot of arguing and finally a call to a local lawyer in which owner agreed to do repairs before he was engaged in the paperworkOwner claims they did a complete service check on this machine prior to delivery, if this was the case the employee should be fired! Upon delivery there was oil dripping from unit which I had to dig up, half of the lights did not work, the horn and signal light switch was broken and practically hanging by wires, the cluster gauges did not work properly, various bolts and nuts were missing and a few other irrelevant issues that was called in that very day it was dropped off and a promise from their staff to have it resolved asap just go ahead and sign papers so that driver can go homeThis lead to months of calling until first snowfall that I worked machine and I garauntee that it was well warmed up and never revd until it was,
Im upset in how I was treated throughout the process being yelled at and called names from even the owner, ignored when calling in to see what was going on with my machine
As for the loaner the front hubs are definitely nothing to do with me there was no fluid in them but they played it as they were doing me a favour by not charging me for that! Took them near a month to send a tech over to swap them out by this time I had to contract all my driveways out to other businesses losing well over $***Excavation of my yard for oil over $***If selling to other provinces is such a hassle and expense for these guys why advertise here, they are just ruining their name hereI was told that there is a mechanic that is here all the time DO NOT BELIEVE THAT! If they were honest throughout this sale you know I'd give them 5starThe fact I was repeatedly lied too frustrated me and pushed me to do this
Tractor has finally been returned and most of the agreement was fulfilled other than a bill associated with the delivery in which was told there wouldn't beAnd not even touching it one of my Hydraulic lines is busted but I will deal with thatoh and also was told I would get a warranty with new engine
Final Business Response /* (4000, 12, 2017/06/13) */
As far as customers statement there was no lawyer contacted anyone from our company and as far as his statement about time required for us to respond and visit his site for his repair he is exaggerating greatlyWe were also told to not rush over to repair loaner tractor as he was going down south on vacationWe have tried everything reasonable in our power to satisfy this customer and there is no possible way to please himThis man never paid one cent for any work that was done to the loaner tractor that the customer had damaged himselfExample being the door glassCustomer offered to pay $*** for the delivery of the tractor and when we got there with the tractor he refused to pay the $***

Initial Business Response /* (1000, 7, 2017/05/25) */
[redacted]
In response to the complaint regarding [redacted]'s tractor this is what we have done for this customer. The customer...

called after receiving tractor and advised us that the tractor had a hydraulic leak. We sent a mechanic who does work for us in the area and he repaired the leak. The owner called again and said the transmission was not shifting properly. We again sent our mechanic and he found the problem to be in the transmission so we had the tractor trucked to his garage where he did the repair. The tractor was returned and then the customer called and said that the electrical system on the tractor was not charging. We then again sent our mechanic to the customers site and replaced the alternator. We received another call and was informed the tractor would not start. We again sent our mechanic and he replaced the starter. At this time our mechanic found there was a problem with the start wiring system so we again trucked the tractor to the repair shop and repaired the electrical wiring. At this time the customer called again to tell us there was an antifreeze leak in the cab. The leak was found and parts were ordered and we repaired the antifreeze leak. We never refused repairs to this customer even after the 30 day warranty which we give on all used tractors sold. The customer again called our mechanic about a problem and was verbally abusive with him. It was well past the 30 day warranty and our mechanic refuses to deal with this customer anymore. Up to this point we never refused repairs to this customer. Out of all the trips to this customer and all the trucking to our mechanics shop we never once charged this customer for any of this work.
Initial Consumer Rebuttal /* (3000, 9, 2017/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, My name is not "[redacted]" or anything even close to that. The sheer fact of how they started a response with that is indicative of my experience with LJ Patterson AFTER I got the tractor. I was quite shocked at their attitude especially since they went out of their way to sell me the tractor. Assuring me that it was in great shape . "meant for you" as the sales man said. When I asked about its condition it was all great (transmission and all) When we started talking about finances He even assured me that it wouldn't be any problem. I asked is there any way to do it "Zero Down" since I didn't have the money for a down payment at the time. He laughed and said yes again. he would just have to talk to someone about it. "They could be very creative"
Who ever wrote this response is in my opinion not looking to resolve this issue, The very fact that they started off trying to belittle me shows that !! Also I did not verbally abusive to the mechanic at all. I questioned him as to whether it was safe to use the tractor in that shape after I informed that it was still leaking and now the heater would not come on at all along with the wipers and radio. I also asked if they may have broken any wires etc, He then got a very rude tone and said "don't make it any worse" and "you can read a damn gauge can't you".
I told him not to talk like that and at this time I wasn't certain If all the other gauges were working or if they might have cut something there too. I also told him if that was the way he was going to be not to set foot back around me and I had had enough and was going to contact the Revdex.com. I then hung up and contacted you.
The writer of the response from them is right about me calling them several times About the same problems, again, again and again. The tractor was plagued with them. I asked on several occasions for them to fix them OR TAKE THE TRACTOR BACK. They seem to be unwilling to do either.
I am shocked that any company would treat their customers in such a way, but as I said , the way the mechanic acted and the way they started their response shows their attitude toward their customers.

Initial Business Response /* (1000, 5, 2016/01/08) */
As far as the wood splitter requiring 10 gallon per minute of flow - it doesn't require 10 gallons it just means that 6 gallons instead of 10 just means that it will take 10 seconds of the Ram in the splitter instead of 7 seconds.
As far as the...

salesman knowing which gear is compatible with the tractor; the gear is compatible with the tractor.
As far as replacing the hydraulic pump with a larger one - that is the only pump for that tractor.
We are also trying to contact the customer to find out how long the cycle does take and he has not called us back [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] I talked to [redacted] on Nov 20 at 3:43 pm, that was the last time I talked to anyone there about this and he never asked about the cycle time, he just said I will look into it. After being told by him he would call me back in 5 minutes and not hearing nothing for a month I logged this complaint. I missed a call January 6 at 3:53pm. A message was left. Then I missed another at 4:42 and then again at 4:43 when another message was left. [redacted]
Cycle time on that splitter was apx 22 seconds, about 1.5 times what the manual said it ran at. If someone would have asked for that information I would have given it to them when they asked. Why would I wait 2 months to tell them a number? They have that same tractor and wood splitter on their lot, If the cycle time was so important why wouldn't they hook it up to check the validity of the complaint?
Looks to me that [redacted] they are trying to shift the blame to the customer.
Their response to how many gallons per minute required makes no sense either.
"it doesn't require 10 gallons it just means that 6 gallons instead of 10 just means that it will take 10 seconds of the Ram in the splitter instead of 7 seconds."
[redacted]
Is the splitter compatible with the tractor?? Sure , if compatible means it hooks up to a 3 point hitch. So yes, it hooks to the tractor but the tractor does not run the equipment the way it is supposed to be run.
The salesman should have known that the tractor puts out 6 gpm and the splitter required a minimum of 10 to work properly.[redacted]