Hilliards Heating and Plumbing

Please see the attached document provided by MsRegina H [redacted] which explains in detail the circumstances regarding Ms [redacted] purchaseThank you,Denise FController [redacted]

We processed [redacted] refund on September 13thIt may take up to hours or longer for the funds to be returned to the customer’s card depending on where they bankAll refunds are processed by our accounting department and they work Monday through Friday from am to pmAll refunds must be processed based on the original transaction and providing his card information was necessary as we only have the last digits of credit cards used in transactions [redacted] states he came into our dealership at 8:pm on Friday September 9th, this was outside of the accounting department hours and the accounting department would not reopen until Monday morningOnce our accounting department receives a request for a refund we need to do research to ensure that we are refunding the original form of payment and that the original payment was receivedI have enclosed a copy of the refund receipt to show the refund was processed on September 13thWe are required to ensure the security and confidentiality of customer records and informationThe behavior that [redacted] is discussing is not typical behavior for our management teamI would ask that [redacted] review his Visa transactions to ensure that his refund has reached his accountIf [redacted] does not see the refund of $in his account he should reach out to meSincerely,Denise F [redacted] Controller [redacted]

As explained in the prior response the VW Passat was not a vehicle that the bank would approve the customer onThe customer was given the opportunity to purchase a VW Jetta in place of the Passat which he came into our dealership and took delivery of the VW Jetta and resigned all of the paperwork for this vehicle.In regards to the PS4- the dealership did not purchase the PSfrom this customer- it is my understanding that the customer sold the PSto an employee of the dealership outside of the dealership and the customer gave us cash as the down paymentWe are willing to give the customer $which is the amount he received for the sale of his PS

Hello Thank you for forwarding me a response from Camelback VolkswagenUnfortunately, after I spoke to one of their managers, no one from their dealership ever contacted meThey asked me how we could resolve the issue and I told them if they would honor one of the routine maintenance free of charge as I was told all would be up to the 60k mark, I'd be OK with thatTo date, no one has contacted me at allThe next service due is the 40k serviceIf they truly want to make good on their word, I'd like for them to call me and schedule a time for me to bring the vehicle in for the 40k serviceI've had to pay out of pocket for the routine maintenance intervals since I've had the vehicleAgain, I was informed if I took the "Platinum Maintenance Plan", all routine maintenance except for brakes or tires would be covered up until 60k milesThat is the only reason I ever agreed to a payment of $628/monthThe only thing the manager I spoke with asked me was, "Did you even take the time to read the fine print?" The guy had no intentions of helping me to resolve this issue like he should have based on the fact that the finance manager told me completely information to finalize a saleRegardless of "fine print", a customer should not be lied to or convinced that something is something that it isn't Thank you for your time and assistance.Sincerely, [redacted]

[redacted] , I did investigate and was not given the proper information regarding your cancellation and do apologizeI was give the letter that was sent to Subaru by Jorge to cancel the warranty and unfortunately the letter is not datedWe did process the cancellation on September 21st when it was received in our officeThe service contract cancellation was finalized by Subaru and we have received the cancellation funds from Subaru (it does take to weeks once the form is received by Subaru to process the cancellation and send the refund to the dealer)Today we are issuing a check to your Lienholder Santander Consumer USA Incin the amount of $our check number [redacted] This will be sent via Federal Express to Santander Consumer USA Inc with an expected arrival of Monday October24thYou may contact Santander to find out what options are available on how the payment is applied to your accountSincerely, Denise F [redacted] Controller Tell us why here

I have left messages for Mr [redacted] We would like to invite him to set an appointment for a mutually convenient time, so we can go over his concerns and address them from thereHe can reach out to me directly

September 8, 2015In Response to the Complaint from [redacted] We have resolved the issue with [redacted] and he is completely satisfiedCustomer purchased a new Volkswagen and the auto loan was approvedWe consider this matter closed.Sincerely, [redacted] [redacted] ***

Mr [redacted] purchased a Mazda from our dealership on 8/31/and took delivery that very dayCustomer came to the dealership with his son on 9/16/and spoke with a Sales Manager and I about scratches on his vehicleMr [redacted] s stated that we delivered the vehicle with scratchesWe presented the delivery checklist which was signed at time of deliveryIn looking at the scratches, it seemed something was placed on the vehicle and moved aroundWe advised the customer that he signed off that the vehicle was free of dents and scratches at time of delivery and that it was not our responsibility to pay for the scratches to get repaired as we did not deliver the vehicle to him with these scratchesMr [redacted] s son stated he would sue me personally for not fixing the scratchesThe customer and his son called back to speak to the General Manager about the scratches, I advised him that my General Manager and Director of Service would look at the scratches and we can discussThe customer never came in for us to have a look Mr [redacted] s came in July, for a [redacted] claimHowever, the claim was denied due to customer not following scheduled [redacted] maintenance applications (every months after purchase)Customer left the dealership unhappy with the denied [redacted] claim for the spot on his roofThe next day Mr [redacted] s called Alyssa to say that they had a nick on the fender that wasn’t there beforeAlyssa made an appointment to inspect any damage with no promises madeMr [redacted] s then called back a couple days later and said never mind, “It rubbed off”, and the customer canceled appointmentNo other assistance was needed At this point, there is nothing owed to the customerScratches and nicks will happen on any vehicleIt shouldn’t be the dealerships responsibility to correct them when they do Regards, Gema P [redacted] Customer Relations Manager

We have scheduled [redacted] to get her 2nd key programmedWe will be collecting her vehcile from her place of employment, brining it in to progra and will take it back to herWe also offered to fill her tank for herWe apologized for the miscommunication about the checkThe Finance Manager was new and he misspokeThe customer stated she was satisfied with the resolve [redacted] ***, Customer Relations Manager [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

In response to the complaint from Mr. [redacted] , Although we have placed Mr. [redacted] on our Do Not Call list, because he has done business with us, we have permissible purpose to reach out to him with offers that may pertain to him. We have placed his record as inactive and we have... removed all phone numbers from our system. I will be sending Mr. [redacted] a gift card as a token of our appreciate and to bring resolution to this compliant. Thank you. Gema P [redacted] Customer Relations Manager [redacted]

I spoke with Subaru of America Services the morning of this compliant and they did explain that the coverage is years/100,miles from the original Subaru limited Warranty Start date which was 7/26/Camelback Subaru did not cancel the contract the contract it actually expired on
7/26/2016 based on the original Subaru limited warranty start date of 7/26/I have attached a copy of the service agreement application and a print out from Subaru showing the details of contractThe Subaru Limited Warranty Start Date was incorrectly listed on the contract due to a programming issueThe contract was in force from the date of purchase 7/28/through it's expiration 7/26/and therefore no refund is dueI do apologize that Mr*** did not return your call, I did have to find your file in storage in order to obtain the original copy and Mr*** does not have access to the storage facilityAlso the Peoria Subaru dealership should have been able to explain the terms of the Service Contract and look up the original Subaru limited warranty start dateWe would like to offer a free oil change and inspection of your vehicleWhen the vehicle is brought in we can determine which of the repairs, if any are needed, would have been covered under the service contractAt this time we can determine any assistance we can provide Thank you, Denise F*, Controller Tell us why here

Good evening, Ms***’s request to redo the contract was definitely not feasible as everything was finalized by the time this complaint came through to usWe stand by our original response that we made every effort to provide her with a fair price for the Volkswagen she purchased, a fair price for her trade and we secured competitive financing terms Our offer for resolution was to provide a GAP policy to Ms***. Please let me know if you require anything else from us. Thank you, Gema LP***

Ms*** purchased a Mazda HB from *** ** *** *** as a Certified Preowned Vehicle on 6-5-The vehicle was found to have an issue after the purchase which was repaired at no cost to the customerThe customer was also provided a loaner car while the vehicle was in for
repairBy purchasing a certified preowned vehicle the vehicle Mazda covers the vehicle with a Powertrain Limited Warranty of years or 100,miles whichever comes first from the original retail saleIn reviewing her purchase she paid 9,for the vehicle plus $for *** an exterior paint protectantThe KBB retail value of the vehicle at the time of purchase was $10,848.00. If a customer were to purchase a new vehicle or any other product, there is no guarantee that is free from a manufacturer defectBy purchasing a certified preowned vehicle the Manufacturer is standing behind their productMs*** is asking for a refund of the price she paid for the vehicle which was already discounted $from the Retail valueMs*** has a vehicle that has been repaired which was done at no cost to herI have also attached a few of the documents that were signed regarding her purchase

We are so sorry this customer did not receive the parts he orderedWe had a new employee that did not completely understand what they needed to doWe have connected with the customer and have reordered the parts and are shipping themWe are refunding the shipping costs the customer paid

The payoff was sent to *** *** on April 17th via Federal ExpressIt was received by *** *** on April 18thWe have verified that the check has not cleared our bank and contacted *** *** who is in the process of trying to locate the checkOnce we hear back from them we
will update the responseI have attached copies of the check and Federal Express tracking documents. Thank you, Denise F*602-200-

[A
default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have issued a refund of the $deposit today October 6th and the customer will pick up later today or tomorrowPlease note that according to the Retail Order for a Motor Vehicle we have the right to collect $per day when a vehicle purchase is not completed, in addition we are entitled
to reasonable expenses to take back the vehicle which does include a complete detailI have attached a copy of the signed Retail orderI do apologize if our Finance Department did not return your callThank you, Denise F* Controller

First of all, I called the place to have it refunded even before the papers were processed They told me I had to speak with Alexandra P***, the lady who LIED LIED LIED to meI left her several messages, she never contacted me (big surprise)Then on August 7th, I called again to complain that I was lied to about it being requiredThey lady told me to fill out a form and email it backI DID that in the 7th of AugustStill NOTHING has been doneNow, you wait this long to respond, and then simply tell me to fill out a form! Are you kidding?!? I filled that form out MONTHS ago! and NOTHING!!I have told everyone I know about what happenedI told the bank I am a PISSED off customer because I was lied too and their reputation is ruined with me now by simply being associated with you guys I am absolutely furious with Alexandra P*** for what she didAfter the deal was done, she called me back in there two weeks later under the pretense that the bank countered and required me to get the GAP and equipment protection After she acted like a baby and yanked the keys out of my son's hand and said we could not leave in the car, because I did not want the damn packages and was ready to walk, her boss "Alex" said he was able to get rid of the GAPI suspected she was lying, but had no way to prove it because she was the only one speaking with the bank. After the fact, the bank informed me they do not require anything for purchase, I realized what a lying shark she isShe was furious that we did not want her extra packages, and waited two weeks to call me back and harassed me for hours under the pretense the bank required itActed like a baby and refused to let us leave with the car knowing we had no way home without it so she could continue with her lie. My monthly car payment is higher just because of that package I did not want and was harassed and LIED LIED LIED to aboutI want my payment to be what it was suppose to be before she added that! I am seriously considering contacting an attorney, that whole situation she pulled where I was trapped and she ripped the keys out of my son's hands so we were trapped there while she continued her crap, seems criminal and unethicalI have never seen anything like it in my life. I want my monthly payment to be what it was before she LIED and added that crap, and the paper has already been filled out months agoIf you would have done any kind of investigating into the matter, you would know that

We have updated the records and placed you on our do not contact listWe have also retrained our receptionists on the process to follow if a call is received to remove a customer or potential customer from our database. If you continue to receive calls please contact me directly with the
name of the caller.Sincerely,*** ***
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