Friend Lumber & Building Centers

Thank you for the opportunity to look into this matterIt is our understanding from the sales manager that the customer purchased her vehicle on the last day of the month and returned three days laterAt that point MrF* offered to get the customer the vehicle that had the features she
requested, this vehicle was $but the payments could remain the sameThe customer declined to take that deal and stated she was satisfied with the vehicleHer deal was funded and finalized by the finance companyA week later the customer contact MrF* again stating that she had changed her mind and did want to purchase the vehicle with the upgradesWe reached out to the other dealer who had that vehicle but it had sold at that time and was no longer availableWhile we are sorry to hear that our customer is not happy with the vehicle she purchased, we did provide an option for the car she truly wanted but she declined that offerWe can no longer offer her a vehicle that is not available

I am rejecting this response because:
That is incorrect the vehicle that was offer to me was advise that it had all the features of the car I currently had just with more upgrades so I ask for the stock number and the company that the car was being shipped fromit was coming from a company in SC called *** * *** *** and the Vin number ended with *** which I have the text msg from the general mgr to prove it and it was on Nov 4th that he texted me and I purchase Oct 27thThe car is still available online so that you can see why I didn't accepted it due to the car was not the same as the one I had because he lied and said it had everything same except additional things was sunroof and navigation which was not true once I reviewed online the car was not blackout with blacktop package it didn't have black rims or the black fuel cap and the inside was not fully black when that is what my car wasSo when I ask if those things could be added to the one he was trying to give me, he was not sureI would rather have what I ask for vs being sold a car that I was lied to about and once it was delivered to me on Sunday from Fayetteville NC didn't have the navigation which I have text msg from general mgr to prove that as wellSo yes I declined the car that was offer to me bec it was another lie once viewed online and now another lie saying it isn't available anymore which it is still in SC at the same dealership but not the features that I was advise aboutCrown please get it together I have been purchasing cars from Crown for years, so I have never had this type of problemsWhen I ask general mgr to change out the radio just to give me navigation system that would have made it so much easier I was advise not able to be done tooOh, *** * *** just told me mins ago today 12/14/they still have car but on hold now

Thank you for the opportunity to respondThe financial institution finalized this deal on 6/23/We apologize for any miscommunication regarding the financing

We apologize for the delays and we reached out to our customer yesterday to advise him the tag is at the dealership

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept itThank youI will be in contact soon

Thank you for the opportunity to respondMr*** did purchase a vehicle that had been just traded in by another customerUnexpectedly the other customers financing could not be completed therefore the trade had to be returned to the original ownerBecause of this inconvenience to Mr*** we
provided a new loaner vehicle for him to drive until he could decide if he would like us to look for another vehicle to purchase or which direction he would like to goWe provided that loaner for weeks at no costMike H***, General Manager also advised Mr*** that we are more than happy to reimburse him for any accessory that he put on the vehicle but we do require a receiptThe reason we must require a receipt is for accounting/auditing purposesWe are still happy to help if you can submit receipts we will get a check overnighted to Mr***. While we strive for excellent customer service this situation was out of our controlWe will do what we can to assist Mr***

I am rejecting this response because:
It hasn't not
been solvedHe contacted me and said it would have been last week and it is notHe also lied and said it would be done Friday then changed it Monday and has not answered my calls since thanI have called times and left voice mailsI do not have my plate nor is the car in my nameNothing has been done or improvedNothing at allThis is rediculous I have made two months payments but don't have a license plate tagI can't even get a parking pass for my college due to no plate tag

In the effort to resolve this matter we will be overnighting a check for the amount $that Mr*** feels was an overpaymentFrom reviewing the complaint this is the only other matter unresolved with this caseThank you

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for the opportunity to look into this complaint. This customer came in on 10/7 with the complaint that he had to tap on the key and jerk the steering wheel to get the vehicle to crank. We rebuilt his ignition switch. He returned 10/8...

with his check engine light on and the code for an engine misfire. We explained to him and his son that engine misfire issues are not related to ignition switch repair. He did not want to pay for more repairs. Our repair would in no way have caused an engine misfire.
Initial Consumer Rebuttal /* (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 off. I 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 vehicle. I explain to her we that conversation prior to me dropping the vehicle off, and she was suppose to be trying to fix anything else. They
Did not do what I asked of them.
Final Business Response /* (4000, 9, 2015/10/20) */
As the customer states he dropped off his vehicle and stated to fix the ignition. While the vehicle was in for that our technician recommended some items. We called the customer, who as he admits advised us not to do anything except what he came in for. That is exactly what we did. Since he stated he did not want anything via the phone it was not written as recommendations on the work order. But 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.

Thank you for the opportunity to look into this situation. We have pulled the contract for this purchase and confirmed the sales price was $46000 otd. The customer also purchased $4400 in additional products. Please let us know if you require the paperwork with signatures. We are more than happy to...

assist the customer with cancellations for those products and refunds if they would like. Please reach out to Mike H[redacted], General Manager of Crown Dodge if you would like to proceed with those cancellations.

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

Thank you for your attachments. We are currently reviewing the receipts and will reimburse receipts that show as ordered/paid/shipped. Other items that are not an actual receipt will be excluded.

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

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 vehicle. We provided that option, but it was declined during the time it could have transpired.

Initial Business Response /* (1000, 5, 2015/05/19) */
Thank you for the opportunity to look into this complaint. The website does show the following disclosure that is noted by the asterick next the word discounts:
*Price includes all available rebates([redacted], etc). Some rebates...

may not apply to all individuals. See dealer for details. Price plus tax, tags, and $539 dealer administrative fee and any dealer installed options. Finance charges and smog fees (used vehicles only), where applicable. Freight charges ($995) from manufacturer apply to all new car inventory. Must 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 occur. Photo may not represent actual vehicle. Colors, options, and trim levels may vary. All inventory listed is subject to prior sale. Please consult dealership personnel for details.
While we strive for customer satisfaction, unfortunately not all of the rebates shown were available to this customer. We 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 /* (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 caveats. I can provide same if needed. Further the employee refused to provide me with his name during the phone call in order to avoid having a complaint lodged again him. Luckily I had it from one of the emails.
Final Business Response /* (4000, 17, 2015/09/21) */
In reviewing the emails provided by the customer, the eprice shows $34,362.00 but the customer states he seen an eprice of $34752.00. The website listing all the vehicles shows the disclaimer at the bottom, which is where the customer states that he found the vehicle. If you click on a particular vehicle it also shows the disclaimer. This 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 car. you can view any vehicle on our website to see this. We appreciate the opportunity to once again review this case. thank 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.

Thank you for the opportunity to look into this complaint and respond. Customers first visit to dealer was on 6/2/17 with concern of vibration when driving around 70 MPH and pulls to the left. A free multipoint inspection was done at this time. Customer declined 4 tires and alignment on this visit....

No issues with cooling system seen in multipoint. Vehicle had 67505 miles. Vehicle came back on 7/13/17 with mileage of 72438 with no start concern. Found that upper radiator hose was broken in half there was no coolant in the system. Compression test found damage to engine. Pictures were taken and estimate submitted to Chrysler for powertrain repair. Chrysler denied the claim as the radiator hose was point of failure and cause of engine failure. Radiator hose is not covered under powertrain warranty. Customer has had us call the dealer where she purchased car and they had us submit estimate to them directly and they also denied assisting customer. While 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 dealership. This concern should be addressed with either the manufacturer in regards to the what they cover under warranty or with the dealership who sold the vehicle. We were simply asked to diagnosis the pulling which we did. thank you

Thank you for the opportunity to look into this matter. A check in the amount of $13,443.23 has been mailed to the finance company. We have reached out to the finance company and confirmed that amount is good and will not be counted as past due if received by 2/15/18, this should not be a problem...

and should be there in the next day or two at the most. We are currently reaching out to the DMV to check the status of the tag and will respond as soon as we get more information. We certainly appreciate our customer and want to get closure on this as quickly as possible. Thank you

In the spring of 2015 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 Rubin. I met with the [redacted] on the phone, over the internet, and in person during the Spring of 2015 to plan...

their kitchen, basement, main and master bath and cabinetry. As 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  $29,074.18 ( See enclosed Emails) During the process my customer, [redacted], decided to be in charge of installation. I wrote an order (see enclosed) for a total of $ 26,074.18 and the [redacted] gave me a deposit on July 2nd, 2015 for $14,074.18 leaving $12.000.00 balance for the cabinetry. We had shipped all products as we assumed the builder did. We 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 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 3 days prior to the me picking it up. Upon my arrival to pick up my vehicle it was close to closing time and my car was pulled up moments after I arrived. With 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[redacted]) 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 Mr. C[redacted] explained that the scratches could be buffed out.  Mr. C[redacted] never said at any point while there on 10 JAN 17 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 Mr. C[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 Mr. C[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 Mr. C[redacted] I wanted my entire car painted; this was an assumption made on his part.  I completely understand that my vehicle is a 2013 which had 75,459 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 Mr. C[redacted], 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 far. Thanks, v/r [redacted]