Friend Lumber & Building Centers

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Thank you for the opportunity to look into this complaintThis customer came in on 10/with the complaint that he had to tap on the key and jerk the steering wheel to get the vehicle to crankWe rebuilt his ignition switchHe returned 10/ with his check engine light on and the code for an engine misfireWe explained to him and his son that engine misfire issues are not related to ignition switch repairHe did not want to pay for more repairsOur repair would in no way have caused an engine misfire Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because I personally drove the vehicle to the shop my self as oppose to letting my son drop it offI explain to the service advisor who s name is Kathy that to only fix what The problem is.She calls me back with a long list of problems with my vehicleI explain to her we that conversation prior to me dropping the vehicle off, and she was suppose to be trying to fix anything elseThey Did not do what I asked of them Final Business Response / [redacted] (4000, 9, 2015/10/20) */ As the customer states he dropped off his vehicle and stated to fix the ignitionWhile the vehicle was in for that our technician recommended some itemsWe called the customer, who as he admits advised us not to do anything except what he came in forThat is exactly what we didSince he stated he did not want anything via the phone it was not written as recommendations on the work orderBut per the customers own admission we did call him and advise him these items needed repaired, the issues he is having is a result of the items that were already in need of repair prior to our ignition rebuild

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Thank you for the opportunity to look into this complaintThe website does show the following disclosure that is noted by the asterick next the word discounts: *Price includes all available rebates(***, [redacted] , [redacted] , etc)Some rebates may not apply to all individualsSee dealer for detailsPrice plus tax, tags, and $dealer administrative fee and any dealer installed optionsFinance charges and smog fees (used vehicles only), where applicableFreight charges ($995) from manufacturer apply to all new car inventoryMust finance with [redacted] While every effort has been made to ensure display of accurate data, this listing may not reflect all accurate vehicle items and typographical pricing errors may occurPhoto may not represent actual vehicleColors, options, and trim levels may varyAll inventory listed is subject to prior salePlease consult dealership personnel for details While we strive for customer satisfaction, unfortunately not all of the rebates shown were available to this customerWe would be happy to assist this customer in making sure he is getting the best price he can with all discounts that he quailifies for Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The emails that I received did not include these caveatsI can provide same if neededFurther the employee refused to provide me with his name during the phone call in order to avoid having a complaint lodged again himLuckily I had it from one of the emails Final Business Response / [redacted] (4000, 17, 2015/09/21) */ In reviewing the emails provided by the customer, the eprice shows $34,but the customer states he seen an eprice of $The website listing all the vehicles shows the disclaimer at the bottom, which is where the customer states that he found the vehicleIf you click on a particular vehicle it also shows the disclaimerThis particular page showing the Jeep and price appears to have been altered because it would continue to also list all of the packages, options, as well as our comments about the caryou can view any vehicle on our website to see thisWe appreciate the opportunity to once again review this casethank you

while we strive for customer satisfaction, the time period in which we could have switched the vehicles has expired as the bank has completed the loan on this vehicleWe provided that option, but it was declined during the time it could have transpired

We do understand your point, so we have attached a copy of the payoff check for your records

I am rejecting this response because: Yes, I received a copy of the contractHowever, they mentioned they will contact me about the other issues and I have yet to hear from them now seven days laterIt is very upsetting that it takes all these steps to remedy their problemsThis is obviously not a trustworthy dealership

When Ms [redacted] inquired about purchasing this vehicle she was made aware it was being traded in at the timeThe first deal was not finalized yet so it could not be sold until that deal was complete and the vehicle was serviced/inspectedMs [redacted] liked the vehicle and stated she wanted to purchase it for her daughterAt time of service there were a few parts that needed to be ordered/installedOne of which was a radio that was not a part that we could get quickly so this delayed the processIt was our understanding from Ms [redacted] that she still wanted to purchase this vehicle and we have been holding the vehicle for herThe vehicle is readyIf Ms [redacted] has changed her mind and no longer wishes to purchase this vehicle please let us knowOtherwise the vehicle is ready for purchase

Initial Business Response / [redacted] (1000, 8, 2015/12/16) */ December 16, Revdex.com of Central North Carolina Reference: Case # XXXXXXXX [redacted] Dear Ms [redacted] Thank you for the opportunity to look into the complaint #XXXXXXXX, for [redacted] at Crown Chrysler Dodge JeepWe have reviewed the deal for Mr [redacted] from March 14, To address the first concern from Mr [redacted] regarding the down paymentMr [redacted] signed the product cancellation form that has the reason for cancellation circled as down payment, with the amount ($580) to be applied to the down paymentThis document was signed and dated by the customerOn the Retail Purchase Agreement the down payment is applied toward the purchase was $2430.00, which breaks down as the customers amount paid ($1850) plus the amount of the refund ($580) The next concern noted by Mr [redacted] is the maintenance agreement as well as the extended warrantyMr [redacted] was given and signed three different documents breaking down the coverage of these items as well as the cost for eachHe signed and dated each of these documents The terms of the agreement are also listed at least on two of the documents that Mr [redacted] signedThe signature on one of them is directly over the terms showing months and the paymentAll of these documents are explained to the customers as they are providedWe are happy to provide copies to the customer at his request We understand our customers concerns with the recalls on his vehicle and are happy to assist with these recallsWhile we strive for customer satisfaction we do not manufacturer the vehicles, we sell them and do our best to repair them to the manufacturers specificationsThe concerns regarding these items would need to be addressed directly with the manufacturer Please feel free to contact us if further information or documentation is requiredAgain, thank you for the opportunity to respond Sincerely, [redacted] Asbury Automotive Group Crown Automotive

I am ok with accepting the black RT challenger in SC that has the navigation, leather seats/ heated seats and the sunroofThe Tint that the dealer added to the windows will need to have on windows, plus if possible to swap rims but if unable to swap rims that is okI will still accept in place of the one I haveThank you

I am rejecting this response because:As stated in my response Your dealership damaged more than just the top and hood of my vehicle, and what you are offering is unacceptable

We apologize for the delay in the processing from our accounting departmentMrH [redacted] has spoken with the customer and this is being handled

Thank you for the opportunity to look into this complaint and respondCustomers first visit to dealer was on 6/2/with concern of vibration when driving around MPH and pulls to the leftA free multipoint inspection was done at this timeCustomer declined tires and alignment on this visit No issues with cooling system seen in multipointVehicle had milesVehicle came back on 7/13/with mileage of with no start concernFound that upper radiator hose was broken in half there was no coolant in the systemCompression test found damage to enginePictures were taken and estimate submitted to Chrysler for powertrain repairChrysler denied the claim as the radiator hose was point of failure and cause of engine failureRadiator hose is not covered under powertrain warrantyCustomer has had us call the dealer where she purchased car and they had us submit estimate to them directly and they also denied assisting customerWhile we strive for excellent customer service, there was no evidence of an issue during the multi point inspection that was performed as a complimentary service while diagnosing the customers pulling/vibration concern which was the reason for their visit to our dealershipThis concern should be addressed with either the manufacturer in regards to the what they cover under warranty or with the dealership who sold the vehicleWe were simply asked to diagnosis the pulling which we didthank you

As we stated in the earlier response, we are happy to have our body shop paint the hood and top we just need the customer to reach out to Mike H***, General Manager at Dodge to make the arrangementsWe are not willing to pay to have another shop complete the repairs because we could not guarantee someone else's workIf you would like us to arrange this please call Mike H [redacted] at [redacted]

I am rejecting this response because: To whom it may concern, I greatly appreciate you for taking the time to respond to my complaint I will respond in the order of your comments “He came in to pick it up and we brushed the snow off the hood and roof” The snow was removed from the vehicle prior to me arriving to pick it up The snow subsided approximately days prior to the me picking it upUpon my arrival to pick up my vehicle it was close to closing time and my car was pulled up moments after I arrivedWith all that said, I find it very hard to believe it was “brushed” off when I arrived to pick it up Secondly, When the service manager (Brian C***) was brought out I told him about the scratches on the vehicle He began looking at the scratches in disbelief and asked what repairs were done to the vehicle I explained that work was done under the hood and further explained it looked like someone used a scrapper to remove the snow from my vehicle and he agreed that was probably what happened He and I walked around the entire car and I pointed out every scratch that was done to my car while in his facility While taking a looking at the scratches MrC [redacted] explained that the scratches could be buffed out MrC [redacted] never said at any point while there on JAN that they were only responsible for the hood and roof If such a comment were suggested, I would have told him that was unacceptable right then and there All the issues I pointed out were not fixed and as stated in your e-mail, I did bring my vehicle back close to two months later I called MrC [redacted] and explained that the scratches were reappearing and that a lot of the touch up work done did not look professional I explained this to MrC [redacted] on the phone before bringing my vehicle back to the dealership While on the phone he explained that he did not see the job after they supposedly fixed the scratches but thought they took good care of me I do not remember at any point telling MrC [redacted] I wanted my entire car painted; this was an assumption made on his part I completely understand that my vehicle is a which had 75,miles when originally brought into the facility for service but many the scratches on the car were made while in their facility Again, this was made known while walking around the car showing all the damage done Again, as communicated to MrC***, the hood and roof repair is not acceptable at all As I am sure you can appreciate, I work very hard for the things I obtain in life I have always made it a point take care of my vehicle which is why I take it to reputable companies such as yours I was highly referred by [redacted] to your dealership and I took it there with great confidence Instead I have been very disappointed I look forward to settling this matter amicably, and not having to take it any further than where it has gone thus farThanks, v/r [redacted]

In the spring of I was contacted by [redacted] , from [redacted] , and he asked me to help in design and sale of cabinetry products for a house he had sold to Laura and Andy RubinI met with the [redacted] on the phone, over the internet, and in person during the Spring of to plan their kitchen, basement, main and master bath and cabinetryAs a result I came up with prices on their project as follows:Kitchen: $22,291.42Basement: 289.34Main Bath: $916.12Master Bath: $ 1,034.52---------------------------- $24,540.40Tax: 1,533.78------------------------------'Sub Total : $26,074.18Installation: $3,000.00------------------------------Total $29,( See enclosed Emails) During the process my customer, [redacted] , decided to be in charge of installationI wrote an order (see enclosed) for a total of $ 26,and the [redacted] gave me a deposit on July 2nd, for $14,leaving $balance for the cabinetryWe had shipped all products as we assumed the builder didWe were not involved with the installation but are more than happy to aid if any products are needed for touch up of their cabinetry

I received the check in the mail for not only the overpayment to GMC financial, but also for the price of the lease changeThank you Revdex.com for your assistance in this matterThank you business for cooperating with Revdex.com

I am rejecting this response because:
It has been over days since I walked into their dealership Why did they run my credit before a deal was finalized? This is my issue They keep saying I knew something but Michael or the corporate office was not there when they said submit the credit application tonight (November 8) and the car will be ready by the first of the weekBrian and Gust said this! (Which none of this happen)No one would communicate with me the status of the vehicle until after my complaint with the N.Cdepartment of justice Michael, Gust, Brett or Brian reached out to me about the vehicle! The only thing I want is for the credit inquiries to be removed because per them, the car was really not for sale at the time they took my credit application on November 8, If they removed the inquiries and contact Equifax then we will no longer have an issue If not, then I will reserve the right to seek legal action against them

I am rejecting this response because: 1) Firstly Crown CDJ never told me that receipts were required,(as they stated in their response) they just never agreed to compensate me the amount I was asking for and said they were working on it. 2) SecondlyThe vehicle was taken from me with no notice. I thought I was bringing the vehicle in for some service and they took it and refused to let me leave with it. I had no choice but to use the rental car to get home. 3) Thirdly, since I had absolutely no idea they would be taking my car back and absolutely no forewarning, I did not save many receipts for parts and work I had done on the car. 4) Lastly a large amount of the expense was repair work (both mechanical and cosmetic) and personal time invested, not to mention gas etc in the numerous trips from Raleigh to Greensboro to have the vehicle serviced. These types of things are not being compensated?? From the response it seems that Crown is only agreeing to re-imburse me for the "accessories" that I have a receipt for, and that is unacceptable! I am happy to provide many receipts and forego the compensation for my time and work, but there are some costs I incurred that cannot be overlooked (i.e Sunglasses left in the vehicle, Floormats that had come from my prior Jeep, and Hard top removal kit) these items were left in the Jeep and Crown was notified of this and could easily have verified that and/or removed the items. these were all listed on my compensation list. It is evident that Crown is making this process as difficult as possible in the hopes that I will just get frustrated and forget it

Please find attached the pre-purchase checklist, the denial from Chrysler and the repair order for this customerThe repair order is what the service advisor writes up when you come in the service drive and tell us why you are hereAs you can see the customer had a complaint of pulling and that is what they were charged forA free multipoint inspection is done on all our servicesThis is not the same as a pre-purchase inspection which is more labor intensive and is charged forIf that had been what the advisor were told he would have typed that in as well and charged for that servicePlease also see the screen shot of the denial from ChryslerWhile we strive for excellent customer service and understand the customers frustrations in this situation we neither sold her the vehicle or warrantied the vehicle and would appreciate the customer returning our loaner vehicle at this time

Thank you for the opportunity to look into this complaintMr*** had his car in for service when it was snowing here back in JanuaryHe came in to pick it up and we brushed the snow off the hood and roofIt appears at that time that we scratched the hood and roof, so we agreed to fix that
according to Brian C***. We fixed it and then the customer came back about months later to say we had scratched the whole car and he wanted the entire car paintedThis is a older car with 77k miles and we did not scratch the whole carIf the hood and roof repair is not acceptable we would be happy to assist with those two areasPlease reach out to myself, Mike H***, General Manager at Crown Dodge for arrangements

Initial Business Response /* (1000, 12, 2016/02/23) */
We are in receipt of Revdex.com case# XXXXXXXX, *** ***Thank you for the opportunity to investigate this complaint
We reviewed the customer's buyer's order, which she attached, showing the price was included for the prepaid maintenance
Further review shows two other signed documents (attached for your review) disclosing the price for each of the extra products she purchasedThe first document shows all the options that were presented to the customerThe second document (Optional Products and Services Disclosure) shows which products were chosen and which were declined, all three documents that were signed clearly showed the price of each productThe pre-paid maintenance plan covers additional items other than just the oil changes which should be in the coupon booklet but we would be happy to request more information be sent if neededThis is a cancellable productIf Ms*** would like to cancel she will receive a pro-rated refund
As for the First Place Finish, we do offer a lifetime package but it is at a higher costSince most customers do not intend to keep their vehicle permanently, most elect not to upgrade to that option and just purchase the $packageIf Ms*** would like to explore upgrading that package or cancelling the prepaid maintenance we would be happy to assist with that
We strive for customer satisfaction and certainly since the purchase date of 12/27/2013, we were under the impression the customer was satisfied at each of her visits to our dealershipWe hope that this helps to clear up any misunderstandings and offer options to assist customer
Initial Consumer Rebuttal /* (3000, 15, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseI am unable to see the additional attachments that are stated in the responseI only see the documents I providedDodge is avoiding the fact that they told us that the maintenance was free and then added it on to the sales contract in a manner that is not easily identifiedFurthermore, regarding the first place finish, I spoke with financial advisor Brian around 1-weeks ago who assured me that it was a lifetime first place finish, but it is not transferrable (we were told when we purchased it that we could use it at any dodge, this is not the case and we were provided no additional information in writing about this service)Furthermore, Dodge is not acknowledging that we were told that we were buying a bumper to bumper warranty which we did not find out was not the case until having to use the warrantyThe warranty was never provided to us and simply told to us that it would be in the systemI called last week and had an associate send me the information regarding the warrantyAlso, the car was not purchased on 12/27/but rather 2/24/so maybe you all pulled the wrong fileI have the attached sale to prove the date of sale
Furthermore, ever since purchasing the vehicle we have had issue after issue with this dealership that should be well documented by the dealership (and if not then they did not want to document the horrible customer service)Every time we had to bring the car in for a simple oil change there were issues in which I always had to contact a service manager so no we have not been satisfied with this dealership since our fist service appointmentI have spoken with numerous Dodge employees at this dealership who wish not to be identified who divulged that they frequently have issues with customers being told they are receiving a bumper to bumper warranty and are not and also about the free service package
Again, I would like to reiterate that we couldn't possibly have been aware regarding the advertising surrounding first place finish and the warranty until we moved and tried to use elsewhere and until we had filed a warranty claim that was not coveredAs far as the maintenance again, I will state we were told it was free maintenance and then they slide the charge in the bill with all the other miscellaneous charges to hope you don't notice itFurthermore upon further investigation it appears that dodge was offering free year maintenance for dodge Durango citadels (you can find this online); however we bough our vehicle preowned, so it appears to me that the sales agent and financial advisor were confused and told us one thing then did not check the contract when maintenance was actually charged
Again we are requesting a full refund of the maintenance which we were told was free with purchase of the car ($800) and of the first place finish ($699) since we are unable to use the first place finish for its maximum benefit now that we have movedAnd as far as the bumper to bumper warranty, I do not know how to resolve this issue honestly but just know we were told we were purchasing a bumper to bumper and upon having to use it found out it was not one
Final Business Response /* (4000, 22, 2016/03/10) */
Our position has not changed.We have provided the documentation showing in at least three places where the customer signed or initialed the cost of the productsAs stated before we would be happy to refund the remaining portion of these services if they wish to cancel please contact the dealership directlythank you
Final Consumer Response /* (4200, 24, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not even listening to my concernsI have called and tried to cancel and was told I cannotThey also provided documentation that had NO SIGNIATURE so what does that say? They are also not addressing all the issues about the advertising and staying that services were transferrableWe still believe we are entitled to a refund of first place finish, we admit to buying the service but thought we would be able to use and we are not bc we moved and it is not transferrable which is not what we were told, we were told we could use it at any DodgeWe also only used four oil changes out of the "free" maintenance and believe we are entitled to a refund less the oil changesThis is horrible customer service and advertising at its finestOur issues and concerns are not even being addressed by this businessI have called the dealership numerous timesI also called to see if I could cancel and I was told I could notI am not being provided any contact to even do so