McCoy's Tree Service

Initial Business Response /* (1000, 9, 2016/08/30) */
Thank you for the opportunity to look into this matter. Please know that Bill D[redacted] is currently working with the customer to resolve the complaint. We will update you once it is completely resolved.

Initial Business Response /* (1000, 5, 2016/04/19) */
I wanted to take a moment to respond to the concerns raised by Mr. [redacted] and thank you for taking the time to reach clarification regarding this transaction.
I have reviewed the documents and have concluded that nothing in this...

transaction is out of the ordinary.
Mrs. [redacted] arrived at the dealership and was greeted by one of our Service Advisors, Luis A[redacted]. Mr. A[redacted] recorded the appropriate consumer information on the repair order along with the other pertinent information such as the mileage, vehicle identification number, customer name etc. Once this information was collected, A multiply point inspection was performed and the vehicle was sent into the service facility so that a factory trained technician could perform the necessary maintenance.
Our service technician completed the Multipoint Inspection on her vehicle and made several recommendations to which Mrs. [redacted] accepted some and declined others. Specifically, Mrs. [redacted] declined to have her tires replaced even though our inspection tools reflected the fact that the tread was below 3/32nd's. Ultimately, Mrs. [redacted] authorized work to be completed on a few of the recommendations that were offered.
It is important to note that the services were based on the factory's recommendations for a vehicle in this mileage and year band along with repairs and maintenance recommendation from the servicing technician.
While we are disappointed that Mr. [redacted] is upset about his wife's decision, there isn't anything the dealership can do at this point to change the fact that Mrs. [redacted] elected to have her car serviced.
The request for a reimbursement is declined and Crown Honda now considers this issue closed.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THE HONDA MAINTENANCE MANUAL FOR THE CURRENT TIME AND/OR MILEAGE ONLY RECOMMENDED A B1 SERVICE WHICH INCLUDES AN OIL/FILTER AND TIRE ROTATION. NOTHING ELSE. I FEEL THEY TOOK ADVANTAGE OF [redacted]'S LOW-AUTOMOTIVE KNOWLEDGE. I HAVE FORWARDED THIS ISSUE TO HONDA CUSTOMER SERVICE IN [redacted],CA FOR RESOLUTION.
IN THE MEAN TIME, WILL USE [redacted] FOR OUR MAINTENANCE.

Initial Business Response /* (1000, 6, 2016/05/04) */
We are in receipt of Revdex.com case # XXXXXXXX, [redacted] 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...

purchased. The 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 price. The JMA Extended Service Contract is a cancellable product. If Ms. [redacted] 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 satisfied. We 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 items. I DECLINED these items. Why 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 to. Whether I can cancel this extended warranty at anytime is not the point. I did not accept it when it was offered!

Initial Business Response /* (1000, 8, 2016/08/10) */
Thank you for the opportunity to look into this. on behalf of Crown Automotive Group, I would first like to apologize for the delay. This is unacceptable from our staff. We have had a management change causing this to fall of the radar and...

further delay. Please 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 /* (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 refund. In speaking with [redacted] on Aug. 17, 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 account. As stated previously, Crown Honda has been non-responsive to my many inquiries, and their D[redacted] only contacted me after receiving my Revdex.com complaint. His 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 3. No one has replied since then to my return call and email to Mr. S[redacted] requesting additional information about what had happened to the original form, and what steps they could take to expedite the refund process. I 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.

Initial Business Response /* (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 misunderstandings. We 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 package. It is my understanding that this has taken place and that this issue has since been resolved to Mrs. [redacted] satisfaction.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for the opportunity to respond. We reached out to Ms. [redacted] this morning. As of today we are awaiting paperwork from her son that is needed to complete this process. At this point, we will overnight the paperwork once again so that it can be tracked. Once we have...

the needed paperwork we can speed things along to get a tag for her son. We certainly understand how frustrating this situation is and would love to assist in getting this closed, we just need that paperwork.

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

Thank you for the opportunity to look into this matter. The payoff for the 2008 Honda was sent on 11/16/17 and should be processed today if it has not already been processed by the finance company. Per a conversation with our customer on 11/20/17, we were going to schedule the sunroof to be...

installed after the holidays, Ms. [redacted] agreed and seemed happy with this solution. If this has changed and is not acceptable please reach out to us asap and we will work to assist. Otherwise we will have the installation scheduled after the holiday. We will certainly provide a loaner while the sunroof is installed. We certainly appreciate Ms. [redacted]'s business and were unaware that she was unhappy with our customer service. We will do our best to work with her to resolve this issue quickly. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2016/08/05) */
Thank you for the opportunity to investigate this matter. Upon further investigation it has been determined the letter received by Mrs. [redacted] was a letter from our company. This letter is system generated anytime we do a soft pull on...

credit in order to advise a customer what type of rates they could receive. In this case the customer chose not to continue with the loan so our system generated a letter to show the process was stopped. Joe D[redacted], General Manager of Crown Honda has reached out by phone to explain. We apologize for any miscommunications.

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

Initial Business Response /* (1000, 5, 2016/10/31) */
Thank you for the opportunity to correct this situation. Upon review there is a pending refund that should have gone out last week. We apologize this process took so long. Also we appreciate knowing this happened so we can look at where the...

system broke down to avoid this in the future. We certainly appreciate our customer and will make sure this does not ever happen again. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I need to know when exactly I will receive the refund. It has already been 3 weeks . The manager never returned my call
Final Consumer Response /* (2000, 13, 2016/11/21) */
From: [redacted] (mailto:[redacted]@yahoo.com)
Sent: Sunday, November 20, 2016 9:08 AM
To: [redacted]
Subject: Re: Revdex.com Complaint: Crown Honda
Abby,
I can confirm now that I have received a check from Crown Honda.
Thank you again for following up.
[redacted]
Sent from my iPhone

Thank you for the opportunity to respond. We do complete inspections on our vehicles however the inspection does not look at the internal components of the transmission or air condition. This is the reason older vehicles with higher mileage are sold as is and extended warranties are offered for sell...

to cover such repairs. After 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.

We are in receipt of your complaint for Mr. [redacted] with Crown Honda. We have reviewed all of the paperwork associated with this transaction. All of the paperwork shows the trade in as valued at $1000. When Mr. [redacted] received his welcome call from his financial intuition he had questions about the...

trade in value and reached out to us. The sales manager and sales person both looked into this and at no time was it stated or written the value was higher than $1000. 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 numbers. We 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].

Initial Business Response /* (1000, 8, 2016/08/31) */
Thank you for the opportunity to investigate this matter. After investigation we do not believe our technician is responsible for the stripped nuts as he had just been to another shop 2 weeks earlier who advised him that his lug nuts were cross...

threaded at that time. We did not charge Mr. [redacted] for the diagnosis. If Mr. [redacted] would like any further information please contact Joe D[redacted], General Manager. Thank you

Initial Business Response /* (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 approval. It further states that in the event that terms change, it's the option of the client to accept these new terms or return the vehicle. Finally, 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 [redacted]'s, aunt's health complications and ongoing medical needs. Unfortunately, the lender does not take these circumstances into consideration and will only fund the agreements based on the requirements of the loan package. In this case, it appears as though the finance manager and /or sales associate missed an initial on a credit application. As 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 [redacted]'s request for funding - we still have an approval with a lending institution based on the conditions of the original deal structure. We would be happy to resolve her complaint by delivering her in a vehicle provided the terms of the loan package are met. Should she elect to pursue this option she is welcome to contact my used vehicle director for vehicle selection and contract fulfillment.

Initial Business Response /* (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 point. Unfortunately, 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.

Initial Business Response /* (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 approval. It further states that in the event that terms change, it's the option of the client to accept these new terms or return the vehicle. Finally, 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 package. In this case, it appears as though the a condition was unable to be met based on the clients prior experience with automobile loans. As 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 structure. We would be happy to resolve her complaint by delivering her in a vehicle provided the terms of the loan package are met. Should 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 customers. A sincere apologies would be accepted.

Initial Business Response /* (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. [redacted]'s wife did all of the negotiation in store. While deciding which unit she (he)wanted she was shown a 2016 model CRV which comes from the factory with Michelin Tires. Mrs. [redacted], being a strong negotiator, insisted on a significant discount of which she was informed could only be accomplished on a remaining 2015 in stock model. Mrs. [redacted] accepted the 2015 model with the price break. Unfortunately, the 2015 model CRV comes from the factory with [redacted] tires. We 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 delivered. We 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 replacement. her name is Kara W[redacted] 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 2016 CRV but were told it was not available on the market yet. Since we needed the car right away so we only asked for 2015 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 2015 CRV with VIN#[redacted] at price 25917$ including 539$ dealer documentation/processing fee dated of Nov 2 2015.
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 200 miles on it and asked to test drive same model car with lower mileage, regardless of the colors. The associate told her that there are only two same model grey CRV AWD in the stock. She tested one in grey color and told associate that this is the one she wanted since it has [redacted] tires. But 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 2016 model CRV AWD. But we do not understand why the dealer never mentioned anything about the "2016 model" issue during the whole test driving and the following discussion process. The dealer knew we were buying a 2015 model CRV AWD. If they are showing us a 2016 model CRV without telling us the truth, but selling us a 2015 model, would that be a misleading? If the car is a 2016 model, it would have a higher price tag and the dealer would mention it. Mrs. [redacted] spent a few hours in the dealer's office on 11/5/2015. For the whole time, nobody mentioned anything for the car Mrs. [redacted] did test drive was a "2016 model". If it was a 2016 model, why the dealer did not ever provide any price quote for it?
In addition to the Michelin tire issue, the dealer also added 4 extra items with total amount of $1446. They are: mudguards $249, cargo tray $249, wheel locks $149 and first place finish $799. We did not want these items but the dealer said they cannot be removed from the car.
We are seeking two possible solutions. Option 1 is to exchange the current car to the one Mrs. [redacted] did test drive. If that was a 2016 model CRV EX AWD as the dealer claimed, we will accept a 2016 model CRV EX AWD. Option 2 is to refund us $1446 for the extra items on this car, plus the price difference between the Michelin tires and [redacted], i.e., (126-92)*5=170$.
Thank you very much for your consideration.
[redacted]
Final Business Response /* (4000, 14, 2016/02/23) */
Thank you, again, for talking the time to help us find a resolution that will work for both parties. Unfortunately, while we respect Mr.[redacted]'s position, we simply disagree with his interpretation of the events. The request for such a large sum of money is denied. We will not exchange the vehicle of forward monies he is not owed.
we WILL take care of the cargo tray. As 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 delivered. We 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 replacement. Her name is Kara W[redacted] and she can be reached at XXX XXX XXXX.
Crown Honda now considers this issue closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.  I will be  looking for the overnight package  today

Thank you for the opportunity to look into this case. We have reached out to the customer to have the lift gate inspected as this was the first time we were made aware it was not working. We have a copy of the Carfax report ready for the customer. We will update this complaint with the final outcome...

once we have had a chance to look at the lift gate. Thank you for the opportunity to respond.