McCoy's Tree Service

Initial Business Response /* (1000, 8, 2016/09/21) */
We are in receipt of your complaint ***Thank you for the opportunity to investigate this matter
The dealership will reach out to *** to schedule the best time to complete the items per the "We Owe"While
we strive for customer satisfaction, we certainly feel short in this case with our communication breakdownAlso in the interest of customer satisfaction, we will reimburse *** for the difference in the taxesWe do appreciate her business and hope to regain her trust in our dealership
Please let us know if you need anything further

Initial Business Response /* (1000, 5, 2016/07/11) */
Contact Name and Title: Joe D***
Contact Phone: XXX-XXX-XXXX
Contact Email: jd***@crownauto.com
I have an apt with Mrs*** this week to address her concern

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it. The work has not been done yet but I am trusting the new manager is honest and will follow through

Initial Business Response /* (1000, 7, 2016/04/15) */
Thank you for taking the time to investigate the concern raised by Ms***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*** 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***'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 /* (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, 7, 2016/09/06) */
We are in receipt of complaint # *** against Crown HondaThank you for the opportunity to investigate this complaint
The Conditional Delivery Agreement can also be found on the Vehicle Buyers OrderWe certainly understand
how frustrating this situation was for *** and apologizeOur finance department provides customer information from the credit application completed by the customer, to lenders for financingLenders make a preliminary determination on whether they will fund or notAt that point the lender does have a day timeframe in which they verify information such as but not limited to; income, address, etcto make their final decision*** will receive a letter from the financial institution regarding what information they based their decision on
While we strive for excellent customer service, we are unable at this time to assist with the requestWe certainly would love the opportunity in the future to try to assist ***

We are in receipt of your complaint for Mr*** 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*** 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*** 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*** 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***

Initial Business Response /* (1000, 6, 2015/12/05) */
Thank you for taking the time to investigate the complaint by Mr*** *** 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*** accepted the model with the price breakUnfortunately, the model CRV comes from the factory with *** tiresWe cannot honor Mr*** 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*** 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*** is welcome to contact the dealership's customer service manager to make the arrangements for refund or replacementher name is Kara W*** and she can be reached at XXX XXX XXXX
Initial Consumer Rebuttal /* (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*** went to the dealer, Mr*** already got a quote from this dealer through *** which is a CRV with VIN#*** at price 25917$ including 539$ dealer documentation/processing fee dated of Nov
On Nov 5, 2015, Mrs*** went to the dealer and test drove that car in the quote with VIN#***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 *** 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*** 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*** spent a few hours in the dealer's office on 11/5/For the whole time, nobody mentioned anything for the car Mrs*** 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*** 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 $for the extra items on this car, plus the price difference between the Michelin tires and ***, i.e., (126-92)*5=170$
Thank you very much for your consideration
*** ***
Final Business Response /* (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*** 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*** is welcome to contact the dealership's customer service manager to make the arrangements for refund or replacementHer name is Kara W*** and she can be reached at XXX XXX XXXX
Crown Honda now considers this issue closed

Initial Business Response /* (1000, 8, 2015/04/25) */
Contact Name and Title: *** *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@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 *** (the sales associate)and *** (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 *** 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*** 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*** back into a place where she can have confidence in us again

Initial Business Response /* (1000, 6, 2016/05/04) */
We are in receipt of Revdex.com case # XXXXXXXX, *** *** Thank you for the opportunity to investigate this complaint
Our review shows two signed documents (attached for your review) disclosing the price for each of the extra products she
purchasedThe first document (Optional Products and Services Disclosure) shows which products were chosen and which were declined, both documents that were signed clearly showed the price of each product (note - the APR has been blacked to protect our customers privacy)The second document shows the contract for the First Place Finish warranty also showing the priceThe JMA Extended Service Contract is a cancellable productIf Ms*** would like to cancel that product we would be happy to assist her with the paperwork
We strive for customer satisfaction and certainly since the purchase date of 10/12/2015, we were under the impression the customer was satisfiedWe hope that this helps to clear up any misunderstandings and offer options to assist customer
Initial Consumer Rebuttal /* (3000, 9, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't doubt for one minute that the dealership has documents stating I purchased these itemsI DECLINED these itemsWhy was there even a document in there for me to sign other than to state that I HAD declined them? Why is it OK for the finance guy to put these items in when I specifically declined them? How can the finance guy sit there and state he can get me the LOJAX for a penny? What deception! I declined theses items, I declined these items, I declined theses items! I'm wondering how many other people this dealership has done this toWhether I can cancel this extended warranty at anytime is not the pointI did not accept it when it was offered!

Initial Business Response /* (1000, 5, 2015/07/08) */
Thank you for bringing this matter to our attentionWe were unable to located the cancellation request form that was completed by this consumerIt was apparently filed incorrectly and likely the reason the refund was not completedWe are
using this as our documentation of her wish to cancel and are processing a full refund of the price she paid for this productA check will be mailed July 9, on her behalf to the lienholderWe strive to provide excellent customer service and in this case we fell short of our expectationsWe are truly sorry for her inconvenience and the concerns this caused for our customer
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I greatly appreciate your assistance in resolving this matter

Initial Business Response /* (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***, 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 /* (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 *** 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*** 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*** 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***, General Manager at Crown HondaThank you

Thank you for the opportunity to respondWe have tried to reach out to Ms*** 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it.Hi Ms***, It was a pleasure talking to you todayI am emailing to ask you to cancel the complaint #***I was able to deal with Crown Honda through
another avenue and my conflict has been resolved. Cheers,***-----*** *** ***
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