Gulf Coast Marine Construction, Inc.

Initial Business Response /* (1000, 5, 2015/08/30) */
Contact Name and Title: *** ***
Contact Phone: (XXX)XXX-XXXX
Contact Email: ***@toyotaofberkeley.com
On Wednesday August 19, Mr*** called our store to inform us that he had received a copy of the warranty Policy purchased at time of
sale, in which some inconsistencies were found; Such as level of coverage selected, and his signature authorizing such coverage
Upon sharing this with us, Mr*** was pledged to have his file immediately pulled for investigation, and that the outcome and solutions to his findings will be shared soon as possible
Friday August 21, Mr *** was called and extended alternatives for resolutionFirst one; was to issue the proper coverage as selected; Second one, was to upgrade coverage to a Factory Backed plan and; Third alternative, was to cancel the policy and obtain a full refund
Mr*** expressed gratitude for the alternatives extended and chose to have the policy cancelled, and obtain a full refund
Final step that is currently under process
In addition to extending Mr*** a full refund, we have have also extended a warm and sincere apology for any inconvenience this experience may have caused, as it was in our control to deliver the product initially purchased
In the event that you or anyone were to have any questions or concerns in regards, please feel free
to write or call
With Warm Regards,
*** ***
General Sales Manager
Toyota of Berkeley
(XXX)XXX-XXXX x ***
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I got the phone call from *** *** after filing this complaintMr*** is nice and willing to help me investigate this issueAfter the investigation Toyota promised me a full refund of my service contractHowever, it has been three weeks since I got the call from Mr*** and Toyota is still processing my refundI really appreciated Mr***'s help, but I am also disappointed by Toyota with their terrible internal process to deal with customers' complaint and make them waiting and suffering for such a long time, especially there is a fraud involved in this case
I would like Toyota to speed up the refund process as soon as possibleThere is no reason to keep customer waiting and painful to get their money back

Thank you for extending the information at handYour detail overview helped us identify that your visit was registered using the wrong promotion code, therefore failing to identify and produce the visa card, matter that we sincerely apologize for and are immediately to correct.It is our sincere intention(and the program is designed to) honor every promotion offered to our guests, with the up most transparency and openness possibleIn the event human error is discovered, corrective action is immediately taken.Rest assured that the first step that has taken effect already, is to re code your visitThis step has produced the promotional *** *** already and will get processed to the address given aboveThe second step and change taken, is to use a digital guest registry system, designed to avoid manual entries for maximum efficiency, and thus prevent the chances of this event from re occurringAnd third and final step to take: Is to train our staff to be more careful about our performances, as at times, even those small entry errors can have a great impact and inconvenience to our clientsAgain, our sincere apology for this error and hope that the event has not cause a deep inconvenience

Initial Business Response /* (1000, 5, 2015/10/12) */
Complimentary Factory Service Intervals have time and mileage sequences
In order to grant the proper and complete number of services as specified, Toyota of Berkeley is happy to extend you the additional factory service needed, within the
next months, complimentary
This complimentary service will allow you to enter the correct mileage and time cycle the factory service requires
In advance, we will like to thank you for the opportunity to serve you, and remain open to any
additional questions or concerns you may have
All the Best,

After careful review of our clients concern, we made contact with our program administrator and opened a case for investigationThe program is simple, as it only requires a client to come in with their certificate, and test drive the car of their choice.At that point, the certificate gets
validated, and the clients information gets entered in their system, which includes their home address, as the *** *** gets mailed directly to the client's address.Neither Intice nor our company have ever registered the clients visit and test drive, therefore, at this point we have two alternatives for card validation and redemption.First option; Client can furnish us the date and time of visit, and the name of the sales consultant that was of service during their visit, so we can further look into a match, orOption two: Client can re-print the certificate, and make an appointment for test drive the car and validate her certificate.At this point, we do not have the client registered in any of our systems, reason why the card was never received, and we are happy to assist at this level, or any level the client desires, as we alsohave not received any correspondence nor direct communication from the client that can allow us to resolve the matter and respond directly.Hope that this information is of help,**

After careful review of our clients concern, we made contact with our program administrator and opened a case for investigation. The program is simple, as it only requires a client to come in with their certificate, and test drive the car of their choice.At that point, the certificate gets...

validated, and the clients information gets entered in their system, which includes their home address, as the [redacted] gets mailed directly to the client's address.Neither Intice nor our company have ever registered the clients visit and test drive, therefore, at this point we have two alternatives for card validation and redemption.First option; Client can furnish us the date and time of visit, and the name of the sales consultant that was of service during their visit, so we can further look into a match, orOption two: Client can re-print the certificate, and make an appointment for test drive the car and validate her certificate.At this point, we do not have the client registered in any of our systems, reason why the card was never received, and we are happy to assist at this level, or any level the client desires, as we alsohave not received any correspondence nor direct communication from the client that can allow us to resolve the matter and respond directly.Hope that this information is of help,**

Thank you for extending the information at hand. Your detail overview helped us identify that your visit was registered using the wrong promotion code, therefore failing to identify and produce the visa card, matter that we sincerely apologize for and are immediately to correct.It is our sincere intention(and the program is designed to) honor every promotion offered to our guests, with the up most transparency and openness possible. In the event human error is discovered, corrective action is immediately taken.Rest assured that the first step that has taken effect already, is to re code your visit. This step has produced the promotional [redacted] already and will get processed to the address given above. The second step and change taken, is to use a digital guest registry system, designed to avoid manual entries for maximum efficiency, and thus prevent the chances of this event from re occurring. And third and final step to take: Is to train our staff to be more careful about our performances, as at times, even those small entry errors can have a great impact and inconvenience to our clients. Again, our sincere apology for this error and hope that the event has not cause a deep inconvenience.

Initial Business Response /* (1000, 5, 2015/10/12) */
Complimentary Factory Service Intervals have time and mileage sequences.
In order to grant the proper and complete number of services as specified, Toyota of Berkeley is happy to extend you the additional factory service needed, within the...

next 24 months, complimentary.
This complimentary service will allow you to enter the correct mileage and time cycle the factory service requires.
In advance, we will like to thank you for the opportunity to serve you, and remain open to any
additional questions or concerns you may have.
All the Best,