Initial Business Response / [redacted] (1000, 5, 2016/09/12) */ Mrs [redacted] is correct that she had lost her key and came into the dealership around 4:on 8/She stated that she has lost her key and need to get another one made so that she could be on her wayI feel very confident that my service advisor did explain to her that yes we could make this happen and it would require us to do a key reprogram since without a key we cannot reprogram to its current settings in the unitOur technician did stay over to get this accomplished for Mrs [redacted] and she was on her way in less than minutesI do apologize for any misunderstanding and maybe not totally explaining to her what this required for her other key to workI did speak to my advisor and he does remember her stating that she did have another key at home but she lives in Illinois and needed to get on her wayWe should have at this time explained more in depth what she would need to do with her other key or keys back homeI'm sure we were just trying to get another key cut and programed to get her on her wayWith this being stated I do apologize for any inconvenience that we could have help not caused by explaining in writing what she needed to do with her other key or keys when she gets back home to IllinoisAt our Dealership the charge to reprogram other keys to the exciting program is [redacted] up to additional keysIn best interest in customer care we would be willing to send her a check for [redacted] for the misunderstanding that happened Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I would appreciate the [redacted] check which will at least cover some of the inconvenience and additional cost that this issue caused Final Consumer Response / [redacted] (2000, 19, 2016/11/15) */ I did finally receive a refund of [redacted] from Gates Toyota
Initial Business Response / [redacted] (1000, 5, 2017/07/13) */ My understanding from the GAP insurance company is that a supplement check in the amount of [redacted] was issued and mailed out on July 5, to the financial institution listed as lender on the GAP contract Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) Yes that is accurate that GAP did send out check for [redacted] because they had the numbers incorrectThis does not solve the fact that it took them several months to issue the refund for the service contractIf they would of issued what they had to issue then I could of had the other [redacted] solved a long time agoSo in regards to my credit being dinged what is being done on that part because it isn't fair that when customers call to get thing handled you get the run around for months until you finally put your foot down and say I am not getting called back I need to speak with someone immediately about thisIf they had sent out check when GAP sent theirs then this would of been solved and we would of known that some numbers was wrong somewhereSo either GATES and or GAP owes an explanation and to help remove these dings OFF MY CREDIT REPORT Final Business Response / [redacted] (4000, 15, 2017/07/28) */ ***Document Attached [redacted] Apologies for the delay We certainly appreciate and are sympathetic to our client's situationHere at Gates, we strive to offer industry leading customer service in every facet of our businessTo this point in the consumer complaint, we have happily assisted in the investigation of the problemsWe have indicated that the appropriate steps have been taken to rectify the accounting errorIt was mentioned the customer is looking at buying a house soonWhen I bought my first home, and discovered in the winter that the furnace was not working properly, it was not my realtor that I called to come to the house and repair itAt this point, we strongly recommend any further complaints or concerns should be directed to the GAP company as follows: Lyndon Administrative Services [redacted] Box [redacted] XXXXX-XXXX X-XXX-XXX-XXXX There may also be further mediation through the Indiana Department of Financial Institutions, which regulate the GAP company: Indiana Department of Financial Institutions [redacted] ** [redacted] IN 46204- X-XXX-XXX-XXXX Insofar as credit dings go, the only institution that can remove a late mark from a bureau is the issuing institutionIn this case: [redacted] , [redacted] XXXXX X-XXX-XXX-XXXX We sincerely wish the best for each and every one of our customers, be they service, body, or sales customersHowever, we do not feel we are responsible for a shortsighted mistake made by another company that we happen to partner with, and as far as the customer's request to rectify credit bureau damage, this is something we are not capable of
Initial Business Response / [redacted] (1000, 5, 2016/09/12) */ Mrs [redacted] is correct that she had lost her key and came into the dealership around 4:on 8/She stated that she has lost her key and need to get another one made so that she could be on her wayI feel very confident that my service advisor did explain to her that yes we could make this happen and it would require us to do a key reprogram since without a key we cannot reprogram to its current settings in the unitOur technician did stay over to get this accomplished for Mrs [redacted] and she was on her way in less than minutesI do apologize for any misunderstanding and maybe not totally explaining to her what this required for her other key to workI did speak to my advisor and he does remember her stating that she did have another key at home but she lives in Illinois and needed to get on her wayWe should have at this time explained more in depth what she would need to do with her other key or keys back homeI'm sure we were just trying to get another key cut and programed to get her on her wayWith this being stated I do apologize for any inconvenience that we could have help not caused by explaining in writing what she needed to do with her other key or keys when she gets back home to IllinoisAt our Dealership the charge to reprogram other keys to the exciting program is [redacted] up to additional keysIn best interest in customer care we would be willing to send her a check for [redacted] for the misunderstanding that happened Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I would appreciate the [redacted] check which will at least cover some of the inconvenience and additional cost that this issue caused Final Consumer Response / [redacted] (2000, 19, 2016/11/15) */ I did finally receive a refund of [redacted] from Gates Toyota
Initial Business Response / [redacted] (1000, 5, 2017/07/13) */ My understanding from the GAP insurance company is that a supplement check in the amount of [redacted] was issued and mailed out on July 5, to the financial institution listed as lender on the GAP contract Initial Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.) Yes that is accurate that GAP did send out check for [redacted] because they had the numbers incorrectThis does not solve the fact that it took them several months to issue the refund for the service contractIf they would of issued what they had to issue then I could of had the other [redacted] solved a long time agoSo in regards to my credit being dinged what is being done on that part because it isn't fair that when customers call to get thing handled you get the run around for months until you finally put your foot down and say I am not getting called back I need to speak with someone immediately about thisIf they had sent out check when GAP sent theirs then this would of been solved and we would of known that some numbers was wrong somewhereSo either GATES and or GAP owes an explanation and to help remove these dings OFF MY CREDIT REPORT Final Business Response / [redacted] (4000, 15, 2017/07/28) */ ***Document Attached [redacted] Apologies for the delay We certainly appreciate and are sympathetic to our client's situationHere at Gates, we strive to offer industry leading customer service in every facet of our businessTo this point in the consumer complaint, we have happily assisted in the investigation of the problemsWe have indicated that the appropriate steps have been taken to rectify the accounting errorIt was mentioned the customer is looking at buying a house soonWhen I bought my first home, and discovered in the winter that the furnace was not working properly, it was not my realtor that I called to come to the house and repair itAt this point, we strongly recommend any further complaints or concerns should be directed to the GAP company as follows: Lyndon Administrative Services [redacted] Box [redacted] XXXXX-XXXX X-XXX-XXX-XXXX There may also be further mediation through the Indiana Department of Financial Institutions, which regulate the GAP company: Indiana Department of Financial Institutions [redacted] ** [redacted] IN 46204- X-XXX-XXX-XXXX Insofar as credit dings go, the only institution that can remove a late mark from a bureau is the issuing institutionIn this case: [redacted] , [redacted] XXXXX X-XXX-XXX-XXXX We sincerely wish the best for each and every one of our customers, be they service, body, or sales customersHowever, we do not feel we are responsible for a shortsighted mistake made by another company that we happen to partner with, and as far as the customer's request to rectify credit bureau damage, this is something we are not capable of