McCoy's Tree Service

Initial Business Response / [redacted] (1000, 8, 2016/08/31) */ Thank you for the opportunity to investigate this matterAfter investigation we do not believe our technician is responsible for the stripped nuts as he had just been to another shop weeks earlier who advised him that his lug nuts were cross threaded at that timeWe did not charge Mr [redacted] for the diagnosisIf Mr [redacted] would like any further information please contact Joe D [redacted] , General ManagerThank you

Initial Business Response / [redacted] (1000, 8, 2016/08/10) */ Thank you for the opportunity to look into thison behalf of Crown Automotive Group, I would first like to apologize for the delayThis is unacceptable from our staffWe have had a management change causing this to fall of the radar and further delayPlease know that Joe D [redacted] , the new General Manager for Crown Honda will personally walk through this cancellation and expedite the refund which will be at 100%Thank you and we do hope we get the opportunity to regain your trust and business Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with this company's response, and will not consider this complaint resolved until my account at HFS has been credited with the full amount of my service contract refundIn speaking with [redacted] on Aug17, who confirmed receiving my cancellation form two days prior, I was told this could take another six to eight weeks Please leave this issue open until I can confirm the proper credit has been given to my accountAs stated previously, Crown Honda has been non-responsive to my many inquiries, and their D [redacted] only contacted me after receiving my Revdex.com complaintHis email and voicemail messages asked me to sign a new cancellation form, but rather than doing so, I provided a copy of the original form signed on June No one has replied since then to my return call and email to MrS [redacted] requesting additional information about what had happened to the original form, and what steps they could take to expedite the refund processI am now being asked to wait an additional six weeks or more, and have been left feeling they couldn't care less about this customer inconvenience

In the interest of customer satisfaction, we will repair the lift gate at no cost to our customerplease have the customer reach out to Mike R [redacted] , General Manager at Crown HondaThank you

Initial Business Response / [redacted] (1000, 6, 2016/11/30) */ Contact Name and Title: General Manager Contact Phone: [redacted] Contact Email: [redacted] @crownauto.com We are getting a hold of [redacted] and we will get her door handle fixed at our expense 100% We do not show where we have any paper work that mentions fixing any paint problems Thank you

We are in receipt of your complaint for Mr [redacted] with Crown HondaWe have reviewed all of the paperwork associated with this transactionAll of the paperwork shows the trade in as valued at $When Mr [redacted] received his welcome call from his financial intuition he had questions about the trade in value and reached out to usThe sales manager and sales person both looked into this and at no time was it stated or written the value was higher than $Mr [redacted] stated that he had misunderstood that but was happy with the vehicle so he contacted the financial institution back to advise them he agreed to the numbersWe certainly want Mr [redacted] to be happy with his purchase and while it was purchased as is without a warranty, we would be happy to look at the vehicle to diagnosis the issue for Mr [redacted]

Thank you for the opportunity to respondWe reached out to Ms [redacted] this morningAs of today we are awaiting paperwork from her son that is needed to complete this processAt this point, we will overnight the paperwork once again so that it can be trackedOnce we have the needed paperwork we can speed things along to get a tag for her sonWe certainly understand how frustrating this situation is and would love to assist in getting this closed, we just need that paperwork

Initial Business Response / [redacted] (1000, 8, 2015/04/25) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @crownauto.com Thank you for taking the time to adress Mrs***'s concerns over the possibility that her credit score may have been impacted by a credit check performed while purchasing her car at our dealership We understand Mrs***'s frustration with the scenerio regarding the credit check and do apologize for the failure on our part to fully and accurately explain the credit check proceduresBoth [redacted] (the sales associate)and [redacted] (the finanace manager) appeared to have mishandled this very sensitive part of the transaction Here are the facts: We pull credit on nearly every transaction to help us to identify the client as well as to prevent theft from the dealershipAdditionally, we are required by the federal goverment to run the clients name through the Office of Foreign Assets and Controls (OFAC)The later does not require a credit check as it can be run through our system without pulling credit at allThis fact was lost on [redacted] when he described what the software actually does versus what we actually did With all of this being said we did gain authorization to pull credit via the credit application Mrs [redacted] signed While I can't add the few points that her credit may have been impacted back to her score (only time can do that) I can do something by way of a goodwill gesture to express both our acknowledgement that we let her down and the simple fact that we do feel bad about disappointing her so I look forward to further conversation in attempt to get Mrs [redacted] back into a place where she can have confidence in us again

Thank you for the opportunity to respondWe have tried to reach out to Ms [redacted] and left her another voicemailIn the effort of customer satisfaction we took care of the balance so that there is no adjustment in the paymentsThe customer's payment will remain that which she originally agreed to

Initial Business Response / [redacted] (1000, 6, 2015/12/05) */ Thank you for taking the time to investigate the complaint for Mrs [redacted] ***We understand that the speed at which we try and complete the transactions for out clients can occasionally cause misunderstandingsWe believe this is one of those cases In the interest of keeping a great client happy I have authorized my finance director to provide Mrs [redacted] with a like-coverage maintenance packageIt is my understanding that this has taken place and that this issue has since been resolved to Mrs [redacted] satisfaction Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 9, 2015/07/30) */ Thank you for taking the time to investigate the concern raised by Miss [redacted] ***We work very hard to provide the best possible customer experience with each and every transaction so it's always disappointing to hear from our clients when we have let them down I have investigated her concern and have discovered the following facts and circumstances regarding this transaction All automotive contracts executed at the Crown group are executed with a clause that states (SIC) that the client understands that the final loan has not been secured at the time of delivery and that conditions may change prior to final approvalIt further states that in the event that terms change, it's the option of the client to accept these new terms or return the vehicleFinally, this agreement also conveys the point that all requirements from the lender must be met in order to secure final funding or the client agrees to return the vehicle in the condition it was delivered in It goes without saying that we are saddened to hear of Miss ***'s, aunt's health complications and ongoing medical needsUnfortunately, the lender does not take these circumstances into consideration and will only fund the agreements based on the requirements of the loan packageIn this case, it appears as though the finance manager and /or sales associate missed an initial on a credit applicationAs frustrating as that is for Miss [redacted] we are unable to override any portion of the lenders requirements These stringent lending policies and regulations can sometimes put us and our clients on difficult footing as this scenario certainly exemplifies As it relates to Miss ***'s request for funding - we still have an approval with a lending institution based on the conditions of the original deal structureWe would be happy to resolve her complaint by delivering her in a vehicle provided the terms of the loan package are metShould she elect to pursue this option she is welcome to contact my used vehicle director for vehicle selection and contract fulfillment

Initial Business Response / [redacted] (1000, 6, 2015/12/05) */ Thank you for taking the time to investigate the complaint by Mr [redacted] regarding the issue revolving around the brand of tires that came with the purchase of his new automobile There are two issues that need to be addressed the first is the tires and the second is the cargo tray that came with the vehicle First the tires: Mr***'s wife did all of the negotiation in storeWhile deciding which unit she (he)wanted she was shown a model CRV which comes from the factory with Michelin TiresMrs***, being a strong negotiator, insisted on a significant discount of which she was informed could only be accomplished on a remaining in stock modelMrs [redacted] accepted the model with the price breakUnfortunately, the model CRV comes from the factory with [redacted] tiresWe cannot honor Mr [redacted] request fro new tires as he bought the vehicle as equipped from the factory and was provided a deep discount on the model he purchased With Regard to the cargo tray: That is a mistake on our end and we would be happy to either refund Mr [redacted] or provide him with the cargo tray that should have been in the CRV when it was deliveredWe do apologize for the oversight and would like to make this right for him Mr [redacted] is welcome to contact the dealership's customer service manager to make the arrangements for refund or replacementher name is Kara W [redacted] and she can be reached at XXX XXX XXXX Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We initially wanted to buy a CRV but were told it was not available on the market yetSince we needed the car right away so we only asked for CRV AWD quotes online Before Mrs [redacted] went to the dealer, Mr [redacted] already got a quote from this dealer through [redacted] which is a CRV with VIN# [redacted] at price 25917$ including 539$ dealer documentation/processing fee dated of Nov On Nov 5, 2015, Mrs [redacted] went to the dealer and test drove that car in the quote with VIN# [redacted] She noticed that it has more than miles on it and asked to test drive same model car with lower mileage, regardless of the colorsThe associate told her that there are only two same model grey CRV AWD in the stockShe tested one in grey color and told associate that this is the one she wanted since it has [redacted] tiresBut to our surprise, the car delivered to us does not have Michelin tires In the response letter, the dealer stated that the grey car Mrs [redacted] did test drive is a model CRV AWDBut we do not understand why the dealer never mentioned anything about the "model" issue during the whole test driving and the following discussion processThe dealer knew we were buying a model CRV AWDIf they are showing us a model CRV without telling us the truth, but selling us a model, would that be a misleading? If the car is a model, it would have a higher price tag and the dealer would mention itMrs [redacted] spent a few hours in the dealer's office on 11/5/For the whole time, nobody mentioned anything for the car Mrs [redacted] did test drive was a "model"If it was a model, why the dealer did not ever provide any price quote for it? In addition to the Michelin tire issue, the dealer also added extra items with total amount of $They are: mudguards $249, cargo tray $249, wheel locks $and first place finish $We did not want these items but the dealer said they cannot be removed from the car We are seeking two possible solutionsOption is to exchange the current car to the one Mrs [redacted] did test driveIf that was a model CRV EX AWD as the dealer claimed, we will accept a model CRV EX AWDOption is to refund us $for the extra items on this car, plus the price difference between the Michelin tires and [redacted] , i.e., (126-92)*5=170$ Thank you very much for your consideration [redacted] Final Business Response / [redacted] (4000, 14, 2016/02/23) */ Thank you, again, for talking the time to help us find a resolution that will work for both partiesUnfortunately, while we respect Mr.***'s position, we simply disagree with his interpretation of the eventsThe request for such a large sum of money is deniedWe will not exchange the vehicle of forward monies he is not owed we WILL take care of the cargo trayAs previously stated, that is a mistake on our end and we would be happy to either refund Mr [redacted] or provide him with the cargo tray that should have been in the CRV when it was deliveredWe do apologize for the oversight and would like to make this right for him Mr [redacted] is welcome to contact the dealership's customer service manager to make the arrangements for refund or replacementHer name is Kara W [redacted] and she can be reached at XXX XXX XXXX Crown Honda now considers this issue closed

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Thank you for taking the time to investigate the concern raised by Miss [redacted] We work very hard to provide the best possible customer experience with each and every transaction so it's always disappointing to hear from our clients when we have let them down I have investigated her concern and have complied with her request for paperwork After looking into the compliant I discovered that the dealership file does not contain any copies of the consumer paperwork which indicates that the copies were separated from the originals during the transaction and/or pulled from the file at some pointUnfortunately, I do not have a good explanation for why they weren't mailed to her at her first request I am sincerely apologetic for my teams' failure to provide Miss [redacted] with the copies that she requested and have directed my team to mail the additional copies to the address we have on file

Thank you for the opportunity to respondWe do complete inspections on our vehicles however the inspection does not look at the internal components of the transmission or air conditionThis is the reason older vehicles with higher mileage are sold as is and extended warranties are offered for sell to cover such repairsAfter the purchase of this vehicle we did assist the customer with a lift gate issue, but we cannot continue to assist with needed repairs as the vehicle was sold as is and extended warranty was offered

Initial Business Response / [redacted] (1000, 7, 2016/04/15) */ Thank you for taking the time to investigate the concern raised by Ms [redacted] We work very hard to provide the best possible customer experience with each and every transaction so it's always disappointing to hear from our clients when we have let them down I have investigated her concern and have discovered the following facts and circumstances regarding this transaction All automotive contracts executed at the Crown group are executed with a clause that states (SIC) that the client understands that the final loan has not been secured at the time of delivery and that conditions may change prior to final approvalIt further states that in the event that terms change, it's the option of the client to accept these new terms or return the vehicleFinally, this agreement also conveys the point that all requirements from the lender must be met in order to secure final funding or the client agrees to return the vehicle in the condition it was delivered in The Lender will only fund the agreements based on the requirements of the loan packageIn this case, it appears as though the a condition was unable to be met based on the clients prior experience with automobile loansAs frustrating as that is for Ms [redacted] we are unable to override any portion of the lenders requirements These stringent lending policies and regulations can sometimes put us and our clients on difficult footing as this scenario certainly exemplifies As it relates to Ms [redacted] 's request for funding - we still have an approval with a lending institution based on the conditions of the original deal structureWe would be happy to resolve her complaint by delivering her in a vehicle provided the terms of the loan package are metShould she elect to pursue this option she is welcome to contact my used vehicle director for vehicle selection and contract fulfillment Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they only addressed the concerns of a hidden fact, that's just now allowing me to be aware of, but have not fully addressed how they allow such a professional treat a human in a very disrespectful way, I don't mind them doing what they have to do to run their businesses, I mind that they disrespected me in front of my daughter and their customersA sincere apologies would be accepted

Initial Business Response /* (1000, 6, 2015/07/30) */
Thank you for taking the time to investigate the concern raised by Miss *** ***We work very hard to provide the best possible customer experience with each and every transaction so it's always disappointing to hear from our clients when
we have let them down
I have investigated her concern and have discovered the following facts and circumstances regarding this transaction
Miss *** executed a contract to purchase a BMW Xon April 15, At the time of delivery the vehicle had 117,miles recorded on the odometerVehicles of this age and mileage are delivered in "As Warranty" condition as described on the Federal Buyers Guide
Miss *** also elected to purchase an extended service contract on the vehicle that provides coverage for major mechanical breakdowns on many major componentsThe terms of this extended service agreement along with the AS IS sale condition of the vehicle are clear
Regardless of the fact that the vehicle was sold in AS IS condition; the dealership, out of respect to her working at an affiliated company and with the desire to keep her as a happy client, elected to perform in excess of dollars of service work for various requestsThis is money spent outside of the initial agreement and for some items that fall into the maintenance categoryShould Miss *** have any mechanical failures from here she is directed to review the terms of her extended service contract for repair procedures
As it relates to Miss *** requests for a replacement vehicle, we would be happy to trade Miss *** out of her current vehicle and into another vehicle of her choice provided a lending institution will finance her and she meets the requirements for fundingShould she elect to pursue this option she is welcome to contact my used vehicle director for vehicle selection and contract fulfillment
Initial Consumer Rebuttal /* (3000, 8, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchased the vehicle I was told the extended warranty covered pretty much anything that would go wrong with my car, now all of a sudden it doesn't cover this and that it I'm paying an extra $a month for they're "lemon"If I did want to trade in my vehicle it WOULD NOT be with Crown Honda...I can see exactly why my company (***) doesn't do business with them! I've tried contacting them but no answer nor a return call back to fix the issues that have been wrong FROM THE BEGINNING and that's why I wouldn't deal with them!!!

Thank you for bringing this to our attentionPlease know we immediately reached out to Ms*** to schedule her appointmentWe have a new process in place for our phone routing system and apologize for the issues she encounteredNecessary steps have been taken so that these misrouting's do not
happen in the futureWe greatly appreciate this feedback as it helped us improve this process

Initial Business Response /* (1000, 8, 2016/08/31) */
Thank you for the opportunity to investigate this matterAfter investigation we do not believe our technician is responsible for the stripped nuts as he had just been to another shop weeks earlier who advised him that his lug nuts were cross
threaded at that timeWe did not charge Mr*** for the diagnosisIf Mr*** would like any further information please contact Joe D***, General ManagerThank you

Thank you for the opportunity to investigate this matter We apologize for any miscommunications that have occurredWe strive for excellent customer service and it’s apparent that we failed in this caseWe have confirmed with our bank that the payment was issued to *** *** on 8/23/in the amount of $and was cashed by *** *** on 8/30/Again, we apologize for the delays and miscommunications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

Thank you for the opportunity to respondWe would be happy to provide the second key at no costAlex U**, General Manager would be happy to meet with our customer to go over any services that she paid for that should have been covered during her warrantyIf we find that she paid for something
that would have been covered we are happy to reimburse for those chargesPlease reach out to Alex U** at *** to arrange to pick up key and discuss warranty concerns