Friend Lumber & Building Centers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it. I will contact Mike H[redacted] of the Crown Chrysler Jeep Dodge today for a resolution of trading the vehicle.  I will note all interactions with the company.

I am ok with accepting the black RT challenger in SC that has the navigation, leather seats/ heated seats and the sunroof. The 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 ok. I will still accept in place of the one I have. Thank you

My complaints have been resolved by the dealership.

I am rejecting...

this response because: Yes, I received a copy of the contract. However, they mentioned they will contact me about the other issues and I have yet to hear from them now seven days later. It is very upsetting that it takes all these steps to remedy their problems. This 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 time. The first deal was not finalized yet so it could not be sold until that deal was complete and the vehicle was serviced/inspected. Ms. [redacted] liked the vehicle and stated she wanted to...

purchase it for her daughter. At time of service there were a few parts that needed to be ordered/installed. One of which was a radio that was not a part that we could get quickly so this delayed the process. It was our understanding from Ms. [redacted] that she still wanted to purchase this vehicle and we have been holding the vehicle for her. The vehicle is ready. If Ms. [redacted] has changed her mind and no longer wishes to purchase this vehicle please let us know. Otherwise the vehicle is ready for purchase.

Thank you for the opportunity to look into this. We have been in communications with our customer and the issue is being resolved. The customer is being updated until finalized which we expect to happen tomorrow.  Thank you again.

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[redacted], General Manager at Dodge to make the arrangements. We are not willing to pay to have another shop complete the repairs because we could not guarantee someone else's work. If you would like us to arrange this please call Mike H[redacted] at [redacted]

When Ms. [redacted] test drove the vehicle, it was our understanding, that her intention was to proceed with the purchase of this vehicle once the vehicle was ready. Ms. [redacted] signed and agreed to have her credit pulled for the purpose of securing financing. We had her consent to pull her credit. However, in the interest of customer satisfaction, we will send the appropriate letter to Ms. [redacted] that she  can forward to the bureaus for the removal of the inquiries.

I am rejecting this response because: The explanation of the check being sent sounds like more of the same. Reason being, on Monday January 29 the finance manager by the name of Darius  told me by phone that the check had been sent out and should be received by Thursday, February 1.  I went in to the dealership on Monday, February 5th  to find out more because the check has still not been received. I was told by Darius at the time that he would have to look into it because he was not sure if the check had been sent or not. Also  it has been three weeks and they are still waiting on a response from DMV. This sounds like more of the same. At this point, action is the only thing that works for me.  The words sound like a stall tactic. Results from their action is what is considered acceptable.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.Friend Lumber ("the business") responded that: “We were not involved with the installation...”. If that is the case, they should not have charged me for it.  How can a business include installation as a line item in a bill and then deny responsibility for it?Further, if the builder ([redacted]) was responsible for the installation as Friend Lumber has stated in their response, and I worked directly with the builder, why am I paying Friend Lumber for it? Friend Lumber states that [redacted] was the “customer”.  This is not correct.  My husband and I were the customers. We worked directly with the business to design, approve and pay for the cabinets with our [redacted] credit card.  This involved  several in person meetings and no fewer than 42 emails with the sales representative.  The order was not placed until we confirmed and agreed to it. This is corroborated in the business’s response to the Revdex.com that:i.                      “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.” ii.                    “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.”  NOTE - the order included a $3k "installation fee" (as per their response) bringing the total to $29,074.18
Friend Lumber has stated that they would "be happy" to aid with the repair of the cabinets.  I've requested their help with this in the past and they offered to sell me more stuff, like a repair kit.  This isn't at all helpful.  They have taken no responsibility for this, despite having charged me an installation fee, and when I've contacted them for help they either avoided my phone calls or simply refused to offer assistance.  It's been a very frustrating experience that other consumers should be made aware of and protected from.  I deserve the $3k installation fee back and request that it is returned to me as soon as possible.  Thank you.

Thank you for the opportunity to look into this matter. Please know that we have sent a copy of the customers paperwork via Fed. Ex., confirmed delivery on 11/10/17. We will reach out to the customer to review the paperwork and resolve any other issues at that time. Thank you

Thank you for the opportunity to look into this complaint. While the part is a wear and tear so it's not covered under the warranty, we would be happy to provide the part as a gesture of goodwill. We strive for excellent customer service and hope this demonstrates our desire to continue our service...

to Mr. [redacted]. Please feel free to reach out to Mike H[redacted], General Manager at Crown Dodge, to make arrangements for the replacement.  We appreciate your business and hope to regain your trust.

Yes, as stated previously, the finance company advised our accounting department that the amount is not past due until after Feb. 15th.

Thank you for the opportunity to respond. We certainly understand our customers frustrations with needed repairs so soon after purchase, and as such we tried to ease this by provided a loaner vehicle while the repairs were handled at no cost. We do not find any evidence that the vehicle was in any...

accidents. However, if our customer is not satisfied with the vehicle he purchased, we are more than happy to explore trade options. Please reach out to Mike H[redacted], General Manager at Crown Dodge directly to assist with this process. We appreciate your business and want you to be happy with your purchases.

Initial Business Response /* (1000, 8, 2015/12/16) */
December 16, 2015
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 Jeep. We have...

reviewed the deal for Mr. [redacted] from March 14, 2015.
To address the first concern from Mr. [redacted] regarding the down payment. Mr. [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 payment. This document was signed and dated by the customer. On 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 warranty. Mr. [redacted] was given and signed three different documents breaking down the coverage of these items as well as the cost for each. He 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] signed. The signature on one of them is directly over the terms showing 87 months and the payment. All of these documents are explained to the customers as they are provided. We 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 recalls. While we strive for customer satisfaction we do not manufacturer the vehicles, we sell them and do our best to repair them to the manufacturers specifications. The 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 required. Again, thank you for the opportunity to respond.
Sincerely,
[redacted]
Asbury Automotive Group
Crown Automotive

I made and appointment Friday 2nd at 9am to have a used car inspected for any possible problem in which the dealer call a used car inspection because I live in Greensboro and work in welcome NC and didnt want to be driving a car with major issues. My husband took the car to said dealership and informed of the appointment and was told to wait in the waiting room, after 4 hours of waiting was asking about car pulling to right my husband said yes and The service adviser advised the car needed a alignment and new tires which he quoted $800 and that was all the car needed and was in great shape. 6 weeks later I was driving the car home from Welcome NC and a throttle light came on and the car went from traveling 70 mph to 60 mph while driving then it went down to 40 mph no overheating indication nothing but a throttle light indicator which I didn't know what that meant so I pulled over because the car was loosing speed on HWY 40 turned off car called husband in which advised to try to start would not start called roadside assistance a tow truck came and towed to nearest shop and the mechanic called the next morning for warranty information he advised the cars egine cylinder went and then caused the radiator hose to come off the radiator was in excellent condition still the lack of power caused hose to come off. He called Chrysler power-train warranty and was advised he could not perform the work and needed to go to Chrysler dealer. I had car towed to the same Chrysler dealer got the same service guy . He stated why are you guys here I advised a throttle light came on and apparently blew a cylinder and had to bring here for Chrysler to cover under power-train. Was told need to get approval first and would call because I then would receive a loaner. That was Tuesday July 18th, Thursday afternoon I received called from service adviser George indicating the engine is blown and need new one and it had to be ordered and would take a week or 2 and he had a loaner in for me. Then on July 27th received call from George and was told Chrysler would not fix the car because the hose broke first I advised of the the written notice from the one repair shop that the engine caused the hose to break George advised he needed that information in writing so he can send to Chrysler I faxed over to him. George called Friday July 28th  two day later. and advised Chrysler refused it  because I drove the car in an overheated state. I thought that was bull being the car never overheated. I asked to speak to manager and he then call back August 1st and advised he would have Chrysler come out to inspect the car I called Chrysler customer care and was advised they can log the call but I needed to request the service manager to contact thier Chrysler Business Center if the dealer could not resolve the warranty issue, and this could only be done by Service Manager Josh. Josh indicated he would  make that call and do whatever he could to get the car fixed and a week later Josh called and advised they wouldn't buge on first decision. They then sent an text t my husbands phone in which they have my number and was told to use. They sent  my husband and car dealer a request to perform services that now has a break down of everything they looked at to include the items we advised about previously a wheel alignment that they claim we came in the first time and refused service o,f but on the supposedly used car diagnostic was free and we paid for the wheel alignment now they have a break down of tires for 500 not 800. The car dealer I purchased the car from also called another Chrysler dealer and spoke to a Area Service rep and was advised of the same procedure and Chrysler would fix the vehicle, The dealer where I purchased the car calls over to Service Manager and they speak and as I understand they way it was written up by services adviser based on his theory not facts that Chrysler would not fix the car and then left threatening voicemail on my work and other contacts telephone number  to call police if we didn't pay for loaner in which they were told by my Finance Company and dealer they would be working out something with them. They refuse to give me anything from Chrysler that stated when or why  they would not come out to inspect vehicle for whatever reason and why I no longer trust thier verbal commitment and or written. I dont think they ever checked my car for problems during the 1st appointment or they knew of the problem and didn't want to deal wit problem because car was not purchased thier, and now I am out of a car and money because of the lack of service. If service was performed honestly I wouldn't had to break down because the problem would have been handled a month ago/ or the hose was tampered with when it came in on June 2nd and finally fell off from lack of re tightening after the supposedly inspection.