McCoy's Tree Service

Initial Business Response /* (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. [redacted]'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. [redacted]'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 procedures. Both [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 dealership. Additionally, 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 all. This 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.

Crown Honda sold me a product that was broken. Their contention is that the lift gate is not an essential part of the operation of the vehicle therefore they should only pay half of the cost to fix. My argument is that one of the selling points of the dealership is the way they carefully go over each vehicle before it is sold. How could the dealership have carefully gone over the vehicle yet missed the fact that the rear trunk was broken? This does not make sense to me. Since again the dealership has sold us a broken product I would expect the dealership to fix this problem. For us to have to pay half the cost, $350 dollars, is a financial burden to us that we cannot afford. My wife is 27 weeks pregnant and having the extra convenience of the automatic lift gate helps her to get things from the trunk. The dealership also sold us a service contract, saying that they had completed the 90,000 mile maintenance of the vehicle. What they neglected to tell us that the most expensive matienance, the 102,000 mile matinance, was not completed. We priced this maintenance and it would cost over $500 dollars to do. We must do this maintenance to stay in the good graces of the service contract. So to sum this up the dealership sold us a broken product, asked us to pay half of the price to fix the broken product they sold us, told us they had completed matiencance that skipped maintenance on the vehicle that was the most expensive maintenance to do. We understand that this is a used car with 100 thousand miles on it. We feel that if the dealership had been upfront with the issues we have seen with the car we would have still bought the car, but would have done so with a better understanding of the cost associated with having the car in perfect working condition.

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

Initial Business Response /* (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

Initial Business Response /* (1000, 6, 2015/08/24) */
Thank you for taking the time to investigate the concern raised by Mr. [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 his concern and have discovered that as of this date all of Mr. [redacted]'s concerns regarding the repair to his bumper have been completed to his satisfaction.Of course, should Mr. [redacted] have any addition items to discuss he is welcome to call my office and speak with either a member of my management team or myself.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is very incorrect, I received a call from your sales manager on 8/18/2015 that the service manager would be giving me a call to repair my bumper/panel. Today is 8/25/2015 and I have not received that call. My bumper/panel has not been fixed and I am still NOT satisfied!
Final Business Response /* (4000, 14, 2015/09/21) */
This issue has been resolved through a thorough repair of the vehicle.
Thank you.
Crown Honda now considers this issue closed.
Final Consumer Response /* (2000, 16, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am 100% satisfied!

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

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

Thank you for the opportunity to investigate this matter.   We apologize for any miscommunications that have occurred. We strive for excellent customer service and it’s apparent that we failed in this case. We have confirmed with our bank that the payment was issued to [redacted] on 8/23/17 in the amount of $3470.00 and was cashed by [redacted] on 8/30/17. Again, we apologize for the delays and miscommunications.