Denver Mattress Company

The customers Toyota 4Runner is Toyota CertifiedThe vehicle met the requirements to be Toyota CertifiedThe vehicle did have a windshield replaced and this was done just after being traded in to us according to the service recordsWe have a paintless dent repair team that comes in and will
remove small dings and dents from the vehicleWe had him remove a few dings that were done to the right front door (passenger side)We also have the original appraisal photos that do not show any damage to the 4Runner that would indicate it has been in any accidentWe have also pulled an autocheck again on the vehicle an there were no known accidents reported on the autocheckThe customer who traded the vehicle has purchased several vehicles from us and services them here with us. The Toyota Factory rep came in on the 4th time and explained that the 4Runner comes out of the factory with wheel settings at "0"This differs from cars which will have a slight camber which is to account for the pitch that is a roadThe factory reps fix to the "pulling" was to adjust the settings to account for a slight pitch in the roadThe ride was then done with a technician and the customer husbandIt was then relayed to me that the customer was happy with the ride of the vehicleI went out to the customer, thanked them for their time and offered a complimentary exterior wash on the next visitJust a simple thank you for your time*** called me the next day and stated she was not happy with thatShe stated she wanted some sort of monetary compensation for selling the vehicle certified when it shouldn't have beenThe vehicle is still certified and the factory rep saw no reason to remove the certification from the vehicleThe customer paid for a Toyota Certified vehicle and that is what she currently ownsThe vehicle has a Toyota Factory Certified warranty on it

We are willing to work with the customerI don't have $dollars in mark up to discount and match the work she could have done locallyOur work will come with a warranty and prevent future problems from not being covered if there are any to occur with the work we do

September 8,
*** ***
The Revdex.com
Metro Washington DC & Eastern PA
Re: ID #***
Dear *** ***,
*** *** purchased an vehicle as evidenced by her
signature on the warranty
section of the purchase order (see attached)We attempted to assist *** *** in trading the vehicle in for another, but we were unable to find
something that was satisfactory to herWe apologize for her inconvenience and
we are still willing to attempt to find something satisfactory to her if she is
interested
Sincerely,
Allen B***
General Manager

June 12, 2015Dear *** ***,We again apologize for *** *** wait for his registrationUnfortunately his paperwork was lost at PennDot and they have not recovered it yetWe have been in contact with PennDot supervisors and next week PennDot will authorize us to process the registration online and
receive a duplicate titleBy the end of next week we should be able to send *** *** his registration.Sincerely,Allen B.General Manager

Ms***, We had set up an appointment with the ***'s when they first expressed that they were unhappy, but they did not show up for that appointmentWe have attempted to contact them to schedule another appointment in order to attempt to understand their questions, but they have not returned
our callsWe have been forced to turn this matter over to our attorney, but we are still willing to meet with the ***'s to discuss their concernsThey may contact me to schedule an appointment at ###-###-#### or email me at: *** Sincerely, Allen B***

[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: I did go to purchase a vehicle but after looking into it I was charged above sticker price for the vehicle and after days after purchase the vehicle broke down on interstate where I almost got into an accident I also saw there are active recalls on the vehicle that have been on there for years I already had to pay $to get the vehicle drive able I only work part time and cannot afford to make payments and fix the carWhen I was looking at haltermans online inventory I had inquired about a few cars and I was told that they were not drivable which makes me question the authenticity of the inspections I was told by multiple people there they would provide me with a safe and in their words "mechanically sound" car every time I've went back I get no answers or results my time is wasted the vehicle should of not been on the road I was told when I traded in my car that my previous car was inspected when I know it was valid until December of this year it makes me question their honesty I've seen multiple reviews on yelp that have complained about the business I was not aware of this till after the fact I would like my payment lowered and have the length of the loan stretched out
Regards,
*** ***

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:MrR*** was aware of my business trip this week and only made one callThe vehicle has still not been repaired, I did not receive a rental and quite frankly it was just another disaster caused by HaltermansThis time just a few hours before I needed to leave for a business tripYet again I was the one inconvienced
Regards,
*** ***

[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:I don't have any money, apparently I can't get the car fixed At the momentI am done going back and forward with everythingHe last thing I am going to say is that if your a reputable dealership then you should be able to tell the consumer/customer what they can expect from the car they buyI received no car fax on top of all that and paid for one out of my own pocket once we started having issues with itI am done
Regards,
*** ***

Dear *** ***,A misreporting of information could have caused the damage to my vehicles rotors, i.eon 4/28/your mechanic took the wrong measurement of the pads or your service advisor documented them incorrectly Then, just as what transpired, I continued to drive the vehicle based on your service report In your response, you do not identify were the misreporting took place.However, based on your overall response, I do believe you have somewhat taken accountability for this error and are offering a compromise It is important to me that this gets addressed internally within your service department and you have satisfied this concern of mine.Within days, upon receipt and clearance of a check for $from your dealership, as you state in your response, I will consider this complaint closed, an isolated incident that gets internally addressed, and have no further " ill feelings " toward your service department
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

August 14,
*** ***
The Revdex.com
Metro Washington DC & Eastern PA
Re: ID #***
Dear *** ***,
As we
stated in our prior letter, we have assisted *** ** *** with the items he
requested at no charge to himWe have offered to take his truck in on trade
for a different vehicle, but he would not agreeWe have continued to attempt
to help *** ** ***, but we are unable to come to a mutual agreementAt this
time there is nothing else we can offer *** ** *** that he will agree to
Sincerely,
Allen B***
General Manager

*** *** arrived at our dealership on a Saturday and purchased the *** that she mentions in her complaintShe signed all the documents and was the only one on the loanThe customer states that she was not contractually liable for the vehicle but in fact she was*** *** had her brother
on speaker phone who stated he would be signing off on the trade which was in fact a lease return and would not need any signaturesAfter several days of *** *** going back and forth with our Management staff she requested her vehicle backShe was advised that since her car had been traded to us we had performed service work on itWe advised the customer that we would let her out of the contract but that they had done service to the vehicle*** *** came into the dealership in the evening to pick up her car, she met with Alex the GSM and they went over the repair order of all the work done*** *** paid the billAny issues about being charged for a recall would have to be addressed by the service department

[redacted],Thank you for reaching out to us. It is our understanding that you have spoken with our Service Manager and that this issue has been resolved. If this is not the case, please contact me directly at ###-###-####.Thank you again for contacting us and please don't hesitate to contact...

us again if you have any further questions.Sincerely,Matt R[redacted]

We are willing to work with the consumer by having her drive with a technician to point out exactly what and when she is feeling the issues. We don't have an approval from the banks yet with trading her car and no money down. We are willing to speak further with the banks but they may require money down from the customer.

May 18, 2015
[redacted]
The Revdex.com
Metro Washington DC & Eastern PA
Re: [redacted] #[redacted]
Dear [redacted],
                I
sincerely apologize to [redacted] for inconvenience caused to...

him by not
receiving his registration more quickly. Unfortunately there was a slight
hiccup in [redacted]'s paperwork at PennDot and I apologize that he was not
called directly and informed of the delay. Robin, the title clerk has assured
me that the paperwork is being processed and [redacted] will be receiving the
paperwork and [redacted] will be receiving the title.  In consideration for his time I would like to
offer [redacted] a $100.00 gift card to a local restaurant. [redacted] can contact
[redacted] B[redacted] at ###-###-#### or [redacted]@haltermans.com in order to arrange
pickup of the gift card.
Sincerely,
Allen B[redacted]
General Manager

[redacted]We have made several unsuccessful attempts to reach out to you on this issue. We would welcome the opportunity to speak with you regarding your concerns. You may contact me directly.Sincerely, Matt R[redacted]

In Mr. [redacted]'s complaint he stated that "Halterman would not acknowledge the warranty which we purchased." We in fact did acknowledge the warranty for a covered repair when Mr. [redacted] brought the vehicle in on June 17, 2015.  At that time the left front caliper was replaced at not cost to Mr....

[redacted].  We did remove the spare tire from Mr. [redacted]'s vehicle in accordance with the service bulletin issued directly from [redacted].  Unfortunately at this time [redacted] has not finalized a repair for this recall, therefore there is no remedy at this time. (Attached you will find the information notice for customer questions issued directly from [redacted]).  Mr. [redacted] will receive information via mail when the remedy for that recall in confirmed by [redacted].  We apologize that Mr. [redacted] is having issues with the vehicle door, but unfortunately he did not bring the vehicle in until more than 6 months after the vehicle purchase and repairs would not be covered under the [redacted]'s warranty.  As a courtesy to Mr. [redacted] we would like to offer a good-will gesture of a $100 service credit that he can use towards his repair.Sincerely,Allen B[redacted]General Manager

May 13, 2015
[redacted]
The Revdex.com
Metro Washington DC & Eastern PA
Re: [redacted]
Dear [redacted],
                Due to
Federal privacy laws we are unable to disclose any...

information regarding this
vehicle's purchase to [redacted]. Her name is not listed on any transaction
documents and therefore we are unable to respond to this complaint, nor can we
provide her with a copy of any paperwork in regards to the 2015 [redacted]
purchase.  As per our dealership policy
all requests for documents must be done in person, with photo ID, and by the
person listed on the transaction documents. We apologize for any inconvenience,
but we take our responsibility to protect our customers privacy very seriously. Thank You,Sarah B[redacted]Halterman's Toyota Scion & Mitsubishi###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

To Whom It May...

Concern:We were in contact with Mr. [redacted] and we assisted him with arrangements to drop the vehicle off for repairs Tuesday evening and also receive a rental car. We assume that this has been taken care of as he has not returned out phone calls to follow-up. If he still needs assistance, he may contact our service manager, Matt R[redacted]. Thank You, Sarah B[redacted]