The service manager is very rude and hard to deal withI purchased a [redacted] from them the chrome is rusting after 8months and 9000kmshe pretty much told me to bad use steel woolThe service departments attitude is so poor I would recommend shopping elsewhere! now I am on the hook to have the front and rear bumpers fixed out of my own pocket on a brand new$60,truckwhat a joke
Initial Business Response / [redacted] (1000, 5, 2014/03/19) */ Car was delivered to the client at the end of January Finance contract was received back at the dealership on Feb 21, 2014, and void check was received on Feb 26, Both items were required before the new loan could be approved for funding and thus the old loan paid out Crosstown issued and sent a cheque to [redacted] on March 3rd for $31,(original amount per the bill of sale) + $for interestThe payments made by the customer would have reduced the loan amount, thus the cheque Crosstown sent in should be approximately $2k higher than the remaining loan balance The customers payments to the bank for the period between end of January and March 14th (March 14th was the date that the cheque cleared the bank at [redacted] will be refunded by the bank, for the differenceThe customer should contact [redacted] immediately to inquire about the refund
Initial Business Response /* (1000, 8, 2016/03/22) */
Good Day,
Unfortunately we can not offer to buy this vehicle back as requested by the customer as it was sold back in September of
However, we would be more than happy to provide a 2nd key for ***We need to know his
availability as the vehicle would have to be brought in so that the key could be programmed
Thanks so much
Initial Consumer Rebuttal /* (2000, 10, 2016/03/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I will accept the F.O.BKey controller *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Initial Business Response /* (1000, 9, 2015/11/18) */
Good day,
A credit of $has been set up for this customer through Crosstown Dealer Rewards which can be used for Parts or Service
A dealer Credit and not a refund has been processed as this relates to Work order number XXXXXX on
which repair and diagnostic work was done on the customers vehicle
Unfortunately from time to time customers will call and get the wrong answer - which appears to be the case here
I have confirmed that the credit is set up for this customer to use in the future
Initial Consumer Rebuttal /* (3000, 11, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As noted in my case description, the dealers inability to set up the dealer reward in a timely manner and the numerous unreturned calls that were made by me is what led me to filing this complaint with Revdex.comI would not be comfortable returning to this dealership in the near future for parts or serviceI feel my original desired resolution request of a $cheque mailed to me remains more than fair
Good Day,
Here at Crosstown we strive to satisfy every customer.
When products are sold, customers sign off on and acknowledge their understanding of the products being paid forWe reviewed the service contract application and noted that plan was indicated and signed
off on by Mr*** ***. As there are many plans, customers often select based on price and do not consider the coverage provided under the plan they selectedAs Mr*** did extensive research after the fact it is apparent that he did not end up with the coverage he wanted.
As such, as a one time act of Goodwill and to acknowledge our appreciation of Mr***'s business we have upgraded his plan as requested
We look forward to the opportunity of serving him for all of his automotive needs in the future.
Regards,
Crosstown Auto Centre
Sales, Service, Parts & Bodyshop
Initial Business Response /* (1000, 5, 2014/03/19) */
Car was delivered to the client at the end of January 2014. Finance contract was received back at the dealership on Feb 21, 2014, and void check was received on Feb 26, 2014. Both items were required before the new loan could be approved...
for funding and thus the old loan paid out.
Crosstown issued and sent a cheque to [redacted] on March 3rd for $31,900 (original amount per the bill of sale) + $90 for interest. The payments made by the customer would have reduced the loan amount, thus the cheque Crosstown sent in should be approximately $2k higher than the remaining loan balance.
The customers payments to the bank for the period between end of January 2014 and March 14th (March 14th was the date that the cheque cleared the bank at [redacted] will be refunded by the bank, for the difference. The customer should contact [redacted] immediately to inquire about the refund.
Initial Business Response /* (1000, 11, 2016/02/11) */
Referrals are a part of our business and we strive to ensure all legitimate referrals are paid as promised.
[redacted] has been paid as follows:
2016 - $200 in referral fees related to a 2015 [redacted] purchased in September of...
2015, 2014 - $600 in referral fees (related to 2 separate car deals) and 2011 - $1,000 in referral fees = A total of $1,800 in referral fees for 5 referrals.
According to this we have paid all requested referral fees that have been determined to be appropriate. If Mr. [redacted] has additional unclaimed referral fees we would encourage him to contact us again and provide us the full names and vehicles in question for us to reconcile our list to.
Initial Consumer Rebuttal /* (3000, 13, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No mention of a [redacted] sold to my coworker. And new car referral has always been more than 200.00.
And it seems no aknowledgement of this [redacted] .I've been a loyal customer ,sending many people your way and not asking for referrals. [redacted]
I recall a [redacted] purchased way back in 2011 or 12 A coworker [redacted].
[redacted]
Just recently the one had to pester for was Justin T[redacted] 6 months ago gave me 200.00. Which I don't believe is the amount for a new referral as I received 300.00 for a used referral.
Never received for [redacted], whom purchased a new [redacted] little better than a year ago he was another coworker, he went through Mazim then to Hadi. [redacted] told them I referred them.
There was a coworker whom worked with me at [redacted] who also bought a new [redacted] white in
2014 but I never pursed out of frustration . Do not recall her name.
That's the best recollection I have.
[redacted]
Final Business Response /* (1000, 29, 2016/03/23) */
Looked into this again.
At the time of purchase Mr. [redacted] did not communicate anything to our sales team in regards to [redacted] referring him for that purchase. This sale occurred back in December of 2014.
Mr [redacted] was actually just recently in our dealership working with our sales team this month on the potential purchase of a new vehicle. Due to his recent complaints they worked out a significant discount for him. Despite our efforts to please him he ended up walking away from the deal after our team had put a significant amount of time into trying to repair our relationship with him.
We have done our part by researching all claims and trying to make amends with him during his most recent dealings with us.
Final Consumer Response /* (3000, 31, 2016/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Obviously there is no way to repair the relationship between myself and Crosstown. So go ahead and close my complaint. [redacted]
The service manager is very rude and hard to deal with. I purchased a 2015 [redacted] from them the chrome is rusting after 8months and 9000kms. he pretty much told me to bad use steel wool. The service departments attitude is so poor I would recommend shopping elsewhere! now I am on the hook to have the front and rear bumpers fixed out of my own pocket on a brand new$60,000 truck. what a joke.
Initial Business Response /* (1000, 5, 2015/03/18) */
This couple came in with a concern about a used car they bought from us a while back.
To address the concern one of our Sales Managers took the time to sit down with them. He took them to his office and went over in detail the numbers...
on a new Van with them, even showing them his work screen at his desk to show them we were taking a loss on the vehicle sale to rectify the situation.
The couple went outside, looked at the van they were buying, went over it together, and noticed the wheels were different from their current van. As this was a stated concern we swapped them out to a different set to give it the look they wanted.
When the couple came in for delivery they brought a thank-you gift for salesman and manager, and commented that they were thrilled with the service.
The Couple then called a few days later to say the van was different as it was missing power windows in the middle doors. At this point the vehicle had already been insured and registered, which unfortunately meant there was no option to switch them out to a different unit.
This couple had the opportunity to go over the van in detail, which they did, and only commented on the wheels, which we addressed.
From a funding perspective there were delays in getting the vehicle financed due to issues with the information provided and as such it took a few days to complete the financing. Unfortunately when this happens there is also a delay on the lien payout as we cannot release funds until the new vehicle financing has been approved.
[redacted] We are upfront and as shown in this situation will work hard to rectify any situation where a customer feels unsatisfied.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided iin this response is falsified information.
1. We were not explained that we were going to take a hit to rectifie the issue. We were assured that in order to receive the exactly same van just 2 years newer would cost us $40,000. That is what was agreed upon.
2. Financing was not the issue. The issue was prepping the vehicle for pick up. We provided all the proper paperwork and details the following evening plus waited 3 hrs in the sitting room due to the finance dept dealing with another upset couple. [redacted]
3. We had seen the van once before we actually picked it up. The evening that we initially sat with the manager he walked us around the van for 3 mins and rushed us back inside due to the ice storm. Yes the rims and tires were discussed due to the brand new winter tire were personally purchased
Initial Business Response /* (1000, 8, 2015/02/02) */
At the end of August Mr. [redacted] contacted Crosstown Auto Centre and inquired if we could assist him in trading out of his high interest loan on a 2011 [redacted] with approximately 153,000 km. The transaction was all completed over the...
phone as the customers live out of the city and were unable to come in before the first week of September.
In the begining of September the [redacted]'s arrived at the dealership, they spoke with their salesperson as well as the Finance Manager that was assigned to their file. During these conversations the [redacted]'s mentioned that they were having second thoughts about completing the transaction.
When a customer states they are having second thoughts about completing a transaction it is Crosstown's process to have a Sales Manager or the General Sales Manager speak with the customer to determine what the objection is.
I, [redacted] spoke with the [redacted]'s about their approval and their current credit status. I explained that their current loan thorugh [redacted] carried an interest rate of approximately 29.9% and that the loan we secured for them had an interest rate of 16.5%. We discussed their desire to re-estabilish their credit status and moving from a high interest loan of 29.9% to a 16.5% loan is a great way to begin the credit rebuilding process.
[redacted] When I met with them, we sat at a table in the middle of the showroom.
[redacted] The [redacted]'s owed approximately $12,000 more on their trade that what it was appraised for. [redacted]
Crosstown acted with professionalism and integrity while assisting the [redacted]'s.
The service manager is very rude and hard to deal withI purchased a [redacted] from them the chrome is rusting after 8months and 9000kmshe pretty much told me to bad use steel woolThe service departments attitude is so poor I would recommend shopping elsewhere! now I am on the hook to have the front and rear bumpers fixed out of my own pocket on a brand new$60,truckwhat a joke
Initial Business Response / [redacted] (1000, 5, 2014/03/19) */ Car was delivered to the client at the end of January Finance contract was received back at the dealership on Feb 21, 2014, and void check was received on Feb 26, Both items were required before the new loan could be approved for funding and thus the old loan paid out Crosstown issued and sent a cheque to [redacted] on March 3rd for $31,(original amount per the bill of sale) + $for interestThe payments made by the customer would have reduced the loan amount, thus the cheque Crosstown sent in should be approximately $2k higher than the remaining loan balance The customers payments to the bank for the period between end of January and March 14th (March 14th was the date that the cheque cleared the bank at [redacted] will be refunded by the bank, for the differenceThe customer should contact [redacted] immediately to inquire about the refund
Initial Business Response /* (1000, 8, 2016/03/22) */
Good Day,
Unfortunately we can not offer to buy this vehicle back as requested by the customer as it was sold back in September of
However, we would be more than happy to provide a 2nd key for ***We need to know his
availability as the vehicle would have to be brought in so that the key could be programmed
Thanks so much
Initial Consumer Rebuttal /* (2000, 10, 2016/03/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I will accept the F.O.BKey controller *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Initial Business Response /* (1000, 9, 2015/11/18) */
Good day,
A credit of $has been set up for this customer through Crosstown Dealer Rewards which can be used for Parts or Service
A dealer Credit and not a refund has been processed as this relates to Work order number XXXXXX on
which repair and diagnostic work was done on the customers vehicle
Unfortunately from time to time customers will call and get the wrong answer - which appears to be the case here
I have confirmed that the credit is set up for this customer to use in the future
Initial Consumer Rebuttal /* (3000, 11, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As noted in my case description, the dealers inability to set up the dealer reward in a timely manner and the numerous unreturned calls that were made by me is what led me to filing this complaint with Revdex.comI would not be comfortable returning to this dealership in the near future for parts or serviceI feel my original desired resolution request of a $cheque mailed to me remains more than fair
Good Day,
Here at Crosstown we strive to satisfy every customer.
When products are sold, customers sign off on and acknowledge their understanding of the products being paid forWe reviewed the service contract application and noted that plan was indicated and signed
off on by Mr*** ***. As there are many plans, customers often select based on price and do not consider the coverage provided under the plan they selectedAs Mr*** did extensive research after the fact it is apparent that he did not end up with the coverage he wanted.
As such, as a one time act of Goodwill and to acknowledge our appreciation of Mr***'s business we have upgraded his plan as requested
We look forward to the opportunity of serving him for all of his automotive needs in the future.
Regards,
Crosstown Auto Centre
Sales, Service, Parts & Bodyshop
Initial Business Response /* (1000, 5, 2014/03/19) */
Car was delivered to the client at the end of January 2014. Finance contract was received back at the dealership on Feb 21, 2014, and void check was received on Feb 26, 2014. Both items were required before the new loan could be approved...
for funding and thus the old loan paid out.
Crosstown issued and sent a cheque to [redacted] on March 3rd for $31,900 (original amount per the bill of sale) + $90 for interest. The payments made by the customer would have reduced the loan amount, thus the cheque Crosstown sent in should be approximately $2k higher than the remaining loan balance.
The customers payments to the bank for the period between end of January 2014 and March 14th (March 14th was the date that the cheque cleared the bank at [redacted] will be refunded by the bank, for the difference. The customer should contact [redacted] immediately to inquire about the refund.
Initial Business Response /* (1000, 11, 2016/02/11) */
Referrals are a part of our business and we strive to ensure all legitimate referrals are paid as promised.
[redacted] has been paid as follows:
2016 - $200 in referral fees related to a 2015 [redacted] purchased in September of...
2015, 2014 - $600 in referral fees (related to 2 separate car deals) and 2011 - $1,000 in referral fees = A total of $1,800 in referral fees for 5 referrals.
According to this we have paid all requested referral fees that have been determined to be appropriate. If Mr. [redacted] has additional unclaimed referral fees we would encourage him to contact us again and provide us the full names and vehicles in question for us to reconcile our list to.
Initial Consumer Rebuttal /* (3000, 13, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No mention of a [redacted] sold to my coworker. And new car referral has always been more than 200.00.
And it seems no aknowledgement of this [redacted] .I've been a loyal customer ,sending many people your way and not asking for referrals. [redacted]
I recall a [redacted] purchased way back in 2011 or 12 A coworker [redacted].
[redacted]
Just recently the one had to pester for was Justin T[redacted] 6 months ago gave me 200.00. Which I don't believe is the amount for a new referral as I received 300.00 for a used referral.
Never received for [redacted], whom purchased a new [redacted] little better than a year ago he was another coworker, he went through Mazim then to Hadi. [redacted] told them I referred them.
There was a coworker whom worked with me at [redacted] who also bought a new [redacted] white in
2014 but I never pursed out of frustration . Do not recall her name.
That's the best recollection I have.
[redacted]
Final Business Response /* (1000, 29, 2016/03/23) */
Looked into this again.
At the time of purchase Mr. [redacted] did not communicate anything to our sales team in regards to [redacted] referring him for that purchase. This sale occurred back in December of 2014.
Mr [redacted] was actually just recently in our dealership working with our sales team this month on the potential purchase of a new vehicle. Due to his recent complaints they worked out a significant discount for him. Despite our efforts to please him he ended up walking away from the deal after our team had put a significant amount of time into trying to repair our relationship with him.
We have done our part by researching all claims and trying to make amends with him during his most recent dealings with us.
Final Consumer Response /* (3000, 31, 2016/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Obviously there is no way to repair the relationship between myself and Crosstown. So go ahead and close my complaint. [redacted]
The service manager is very rude and hard to deal with. I purchased a 2015 [redacted] from them the chrome is rusting after 8months and 9000kms. he pretty much told me to bad use steel wool. The service departments attitude is so poor I would recommend shopping elsewhere! now I am on the hook to have the front and rear bumpers fixed out of my own pocket on a brand new$60,000 truck. what a joke.
Initial Business Response /* (1000, 5, 2015/03/18) */
This couple came in with a concern about a used car they bought from us a while back.
To address the concern one of our Sales Managers took the time to sit down with them. He took them to his office and went over in detail the numbers...
on a new Van with them, even showing them his work screen at his desk to show them we were taking a loss on the vehicle sale to rectify the situation.
The couple went outside, looked at the van they were buying, went over it together, and noticed the wheels were different from their current van. As this was a stated concern we swapped them out to a different set to give it the look they wanted.
When the couple came in for delivery they brought a thank-you gift for salesman and manager, and commented that they were thrilled with the service.
The Couple then called a few days later to say the van was different as it was missing power windows in the middle doors. At this point the vehicle had already been insured and registered, which unfortunately meant there was no option to switch them out to a different unit.
This couple had the opportunity to go over the van in detail, which they did, and only commented on the wheels, which we addressed.
From a funding perspective there were delays in getting the vehicle financed due to issues with the information provided and as such it took a few days to complete the financing. Unfortunately when this happens there is also a delay on the lien payout as we cannot release funds until the new vehicle financing has been approved.
[redacted] We are upfront and as shown in this situation will work hard to rectify any situation where a customer feels unsatisfied.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided iin this response is falsified information.
1. We were not explained that we were going to take a hit to rectifie the issue. We were assured that in order to receive the exactly same van just 2 years newer would cost us $40,000. That is what was agreed upon.
2. Financing was not the issue. The issue was prepping the vehicle for pick up. We provided all the proper paperwork and details the following evening plus waited 3 hrs in the sitting room due to the finance dept dealing with another upset couple. [redacted]
3. We had seen the van once before we actually picked it up. The evening that we initially sat with the manager he walked us around the van for 3 mins and rushed us back inside due to the ice storm. Yes the rims and tires were discussed due to the brand new winter tire were personally purchased
Initial Business Response /* (1000, 8, 2015/02/02) */
At the end of August Mr. [redacted] contacted Crosstown Auto Centre and inquired if we could assist him in trading out of his high interest loan on a 2011 [redacted] with approximately 153,000 km. The transaction was all completed over the...
phone as the customers live out of the city and were unable to come in before the first week of September.
In the begining of September the [redacted]'s arrived at the dealership, they spoke with their salesperson as well as the Finance Manager that was assigned to their file. During these conversations the [redacted]'s mentioned that they were having second thoughts about completing the transaction.
When a customer states they are having second thoughts about completing a transaction it is Crosstown's process to have a Sales Manager or the General Sales Manager speak with the customer to determine what the objection is.
I, [redacted] spoke with the [redacted]'s about their approval and their current credit status. I explained that their current loan thorugh [redacted] carried an interest rate of approximately 29.9% and that the loan we secured for them had an interest rate of 16.5%. We discussed their desire to re-estabilish their credit status and moving from a high interest loan of 29.9% to a 16.5% loan is a great way to begin the credit rebuilding process.
[redacted] When I met with them, we sat at a table in the middle of the showroom.
[redacted] The [redacted]'s owed approximately $12,000 more on their trade that what it was appraised for. [redacted]
Crosstown acted with professionalism and integrity while assisting the [redacted]'s.