Dear ***,Bill Lake Homes Construction Corp is a New York State modular home manufacturer located in Spraker, NYWe build to the New York State building codeBill Lake Homes Construction sells through a network of Dealers and builders, we do not sell direct to the retail customerOur Dealers and
Builders sell to the retail customer.I have attached our service record and a letter we received from the *** *** As you can see the Dealer and Bill Lake Homes Construction have made and completed many service calls to their homeThe letter from the *** *** clearly show they had issues with *** *** which we discussed with *** *** and all concerns had been taken care of* from *** *** told me he has went out of his way to keep the *** *** happy and was shocked when I told him they had sent a complaint to the Revdex.com. On 09/01/we received a service request for the following;1) Counter top is loose around sink.2) They are getting flies between glass and screen door.3) Hardwood floor isn't smooth anymore.We do not have any record of drafty windows requiring service and the first we have heard about it is in their complaint to the Revdex.comFor the *** *** to enter a complaint to the Revdex.com just a few weeks after they requested a 09/01/service request is ridiculous as far as what they are figuring for a time-frameIt is not as if we were not taking care of their service requests, the service record clearly show we have been responsible getting their concerns taken care ofIf the service was electrical or water leaks it would receive priority, their issues are minor and will be taken careI also point out that you can see from our service record we have been active in getting their issues serviced and we will continue to act accordingly. The following is what we will be doing;1) In the next couple of weeks we will send someone to see what is wrong with the counter top being loose around the sink.2) In the next couple of weeks we will send someone to see if there is any problem with flies getting between the glass door and screenThere is not a home in the country that does not get flies between a door and a screen or a window or a screenThere are weep holes at the bottom of screen doors and windows and honestly they even get into homes and I wish I did have a way to stop them from getting in.3) We will contact the hardwood floor manufacturer to have them send out one of their Representative to determine what is wrong with the hardwood floorPlease note we do not have any control on when they will send out a representative so the *** *** will need to be patient. 4) We will contact the window manufacturer to have them send out one of their Representative to determine what is wrong with the hardwood floorPlease note we do not have any control on when they will send out a representative so the *** *** will need to be patient. Sincerely,John PChief Operations ManagerBill Lake Homes Construction Corp.Bill Lake Modular Homes
The driver's seat frame for this vehicle is $plus labor to remove, disassemble and install new frameWe use to stock this part because of this problemThis parts was covered under the new vehicle warranty of years or 36,miles from GMThis vehicle now has 117,milesThere is no special coverage from GM for this conditionAndrew Chevrolet would cover 50% of what ever that total cost would be if the customer has the work done here*** ***
RE: [redacted] complaint# [redacted]We have found in our submissions that Ms. [redacted] was a joint applicant with another individual. She would have been notified by mail from our third party processor, DealerTrack, that the application for credit was denied.We would not search through the...
many files we have from past years to find the information needed to run someone's credit. As in this case, we would only run someone's credit if we had a completed current application.Sincerely,[redacted]General Manager, Andrew Chevrolet, Inc.
Same response from the previous! Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
RE: [redacted] complaintIn regard to Mr [redacted]'s most recent email. In his
original complaint he stated he was unhappy about his trade value. Mr
[redacted] in more than thirty emails didn't state in any way what he desired
for his trade in vehicle. He came to the dealership knowing the lease payment
with the 23,700 value for the trade in the calculation. The rebates and price of
the new vehicle were also disclosed to him. Mr [redacted] signed a number of
legally binding forms which also stated the 23,700 value for his trade. He
didn't question any of the numbers on the paperwork he signed at the
dealership. When Mr [redacted] contacted the dealership about his displeasure
with his trade value I told him if he was unhappy we would void the
transaction. Mr [redacted] came to the dealership shortly after his phone
conversation. At that time [redacted] asked him if he wanted to void the
transaction, Mr [redacted] said yes. At which time [redacted] voided the
paperwork, credited his credit card and gave him a check for the rest of his
down payment. Since then Mr [redacted] has cashed his refund check but has
continued to pursue the dealership. At this point I am unsure of how we can
help him. We voided the legal contract Mr [redacted] signed and gave him a full
refund allowing him to do business elsewhere. We have tried to make Mr
[redacted] happy first by getting him a vehicle at terms he agreed with. Second
we tried to make him happy by voiding the contract when he decided he was
unhappy.Sincerely,[redacted]Andrew Chevrolet
Revdex.com: Please Post my Response for others to see how [redacted] Chevrolet does Business
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The statement Mr[redacted] made is inaccurate in many
ways, however I do want to say that they did compensate me with a small amount gas
card but it took them a week to get back to me and all of sudden I got a call
after I emailed them numerous of times: stating that if no one responds to me
shortly and asked them to stop ignoring me, if not I will contact [redacted], the
owner, and explain the situationImmediately, I had a response and was apologized
to, [redacted], General Sales Manager, called me apologized up and down and told
me this is a learning situation so that [redacted] Chevrolet can better serve
others in the futureWell, when I read is his response on Revdex.com, what he told me
on the phone was a bunch of BolognaFirst of all, yes I got an appraisal from
Auto Trader and it came up as around 300, his car salesman [redacted] also did an appraisal
with Auto Trader with me at the dealership[redacted] and I answered all the
questions on the dealerships computer and we both went out to the vehicle and
he answered every question as accurate as humanly possibleGuess what, the
appraisal that [redacted] got was the dollarsA side note [redacted] was extremely
rude to me when I first stepped into the dealership and when I called him out
on it on the phone, he denied that I even talked to him that dayI remember specifically
talking to [redacted], and noting in my head how big his head was physically!!!
So far with all I have stated, I am starting to think [redacted], General
Sales Manager of [redacted] Chevrolet, is a coward and a hypocriteThe muffler was
just installed on the Taurus and was leaking where they connected the new pipe
to the old pipe on the front of the vehicleI showed [redacted] and he got down
on his knees and looked at the new muffler and agreed with me that the muffler
is new, that the two bolts that hold the new part and the existing system together
just needs to be tightened[redacted] Chevrolet told me I needed a whole new
muffler systemI did not threaten the dealership at allI have all the emails
saved, for if anyone would like to review to understand what I had stated in
those emails, I will be more than happy to show them!! They never stated to
bring my mother into the dealership which if I was told to bring her, she would
have been more than happy to come with, but I was going in to see what they had
to say because I was told on the phone bring it on in, after they asked me some
questions which I was bluntly honest on every question I was askedThen, if we
came to an agreement, I would take the necessary steps to sell the car, I did
not even have the title with me so if I did not have the title with me, that
tells you I was going in to see if an offer was going to be made[redacted]
has fabricated his response to make me look like the bad guy and a lot of
statements he made are completely inaccurateI was willing to go away and
leave the dealership alone but now I am furious and I will continue my journey
to keep people from doing business with [redacted] Chevrolet[redacted] has
demonstrated to me that he is a phony, by calling me and telling me I am right
just to make me go away, well unfortunately I will NOT!!!!!!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,[redacted]
BLHCC is a builder of modular homes in [redacted] NY. My dealer is in [redacted] NY. My home is in [redacted] County NY. Although I conducted much of the planning with the dealer, BLHCC was certainly involved in the planning of the house, and they influenced choices that I made about the home’s construction. I traveled to BLHCC in [redacted] twice during the planning and construction of the house. I made decisions on the floor plans, the fireplaces, floor coverings, bath fixtures, windows, and the configuration of the house based on what I saw and what I was told by a factory representative (another Mr. Lake) at the BLHCC factory and by the drafter (yet another Mr. Lake) when I spoke with him on the telephone. The fireplace in the display model in [redacted] had a raised heath. I asked the factory representative as we walked through their model home how far the alternative design would be above the floor. He did not have an example to show me, but he showed me the brochure and assured me that the lower hearth style would “flush with the floor.” With that information, I discarded the idea of having a raised hearth, and decided on the flush hearth instead. If Mr. Lake had responded that the flush hearth would actually be 1 ½” higher than the surrounding floor, I would have chosen the raised earth or hearth at all in that room. The brochure does not show the thickness of the floor onto which the hearth was installed. That is why I asked the factory representative the question about the hearth height to begin with. During planning, it took many attempts to make simple changes in the rooms communicating through the dealer. Each new draft took weeks to turn around, and draft after draft was incorrect as the drafter seemed to ignore my requests and created costly delays in the start of construction. The dealer was kind enough to arrange for me to speak with the drafter, and we were able to discuss the dimensions and the reasons why the dimensions were important to me. I had looked at the open staircase at the model in [redacted] and decided on the open stairs. In addition to getting the rooms the right size, I voiced my concern with the drafter that the open stairway appeared to have a door at the top and the drawing looked like there were walls where railings belonged. The drafter assured me that there was no door at the top of the stairs and that the stairs were open. On the order the that I signed, there are oak stairs and oak railing. Although there is no door at the bottom of the stairs, they are enclosed by walls except for the bottom 2 steps, and there is a door at the top of the stairs. The oak railing that I selected is only on the bottom 1st 2 steps before it goes to a solid wall. The oak stairs that I ordered are hidden in a narrow stairwell. Had the drafter given me information that for some reason the stairs had to be closed in, I would have chosen pine for the stairs and pine for the very short railing. I really wanted that open stairway in the front hall. It was a center piece of the front entry. Reassured that there would be oak stairs and oak railing, I was shocked when I first entered the house and saw the enclosed stairs. I asked the drafter at BLHCC several times about the venting of the range hoods. The ranges were initially drawn on an exterior wall, and where they would be easily vented. I wanted both ovens on an interior wall, and needed them vented and explained why they needed to be vented. I was assured by the drafter that the exterior vents would run along the interior wall to the outside. Instead, the range hoods that they delivered were self-venting, and there was no vent to the exterior of the house. The CADs do not say whether the range hoods would be vented or not. I paid to have the vents installed and paid to have the vented hoods, but the cost would have been much less if they had done what I ordered to begin with. The very idea that a builder would use green, sappy wood for interior wood trim is unthinkable. I chose clear unfinished wood because that is what I wanted. I should not be forced to “seal” the wood because BLHCC used a sappy wood. BLHCC has already sealed some of the jambs twice already, and they are still leaking sap. Sealing the trim is not the answer, even if I wanted finished trim. The jambs NEED to be replaced! It also causes me to wonder about the quality of the wood that was used to frame the house. I ordered unfinished clear pine ranch style wood trim. I was not shown a display with window trim marked as baseboards. The model home did not use window trim as baseboards. I have never seen window trim used as baseboards in any home. It is sloppy, unsanitary and unacceptable. The window trim that they used as baseboards needs to be replaced with ranch-style baseboards. The owner of BLHCC does not allow customers to speak with him. I have yet to have a discussion with the owner. BLHCC was aware of the issues with the bath fixtures through the dealer, and BLHCC chose to do nothing to get fixtures even close to matching. He was aware of many other issues, and I have given up on most of them. However, on these issues, I am not willing to just walk away. This is a rather costly house. There is no excuse for the inferior workmanship and materials that I see in my home every day. Nobody on the construction teams, not even the representatives from Bill Lake Home, has told me that they could not see a problem with the defective vinyl floors. The last representative from Bill Lake Homes told my daughter that the floors would need to be replaced to remedy the problem. He could see no other way to fix them. Although he was going to bring that message back to the owner, he was not able to fix the floors when he was at my home that day. In truth, the issue has not been a question is not whether or not the floors are defective, but rather who will replace the defective floors. The last Bill Lake Homes representative to look at the floors apparently quit later in the day that he saw my house, so I do not know if he even reported back to Bill Lake what he found. If the floors were provided by Bill Lake Homes, and installed by Bill Lake Homes, then the wavy, bumpy floors, both of which would have been obvious at the factory, and both of which were obvious when I got my first look at the house, should be replaced by Bill Lake Homes. The storm doors were shipped to the house by Bill Lake Homes, new, and in boxes: that is true. They were installed by a contractor: that is also true. It is also true that 3 of 4 storm doors failed to function within a week of installation. We seldom open the 4th door. The issue with all 3 doors is the piston closure, which bent on all 3 doors, preventing them from closing properly. With a 75% failure rate, the problem is with the doors. They are not of acceptable quality for a residence. I do not know where Mr. Lake obtained the doors, but I suspect that they were discontinued or seconds and were known to have this problem, and so they were used in my home. That BLHCC deliberately used nferior quality product in this application is speculation on my part, but I do not alternative explanation. Inspection of the bathroom fixtures revealed that Bill Lake Homes used bathroom products from four different manufacturers, and everyone other than the dealer agreed that the fixtures within the bathrooms did not match each other. The issue here seems to be whether or not this was an issue. The differences in the colors of the fixtures was immediately obvious upon entering the rooms for the first time, before the lights were installed to inspect the fixtures more closely. Initially, it looked like they had used bone or beige for some of the toilets and sinks, but I have been told that everything was “white” as ordered. Alas, the fixtures were not labeled with their color. It was a problem, but again, Bill Lakes Homes used substandard materials for the house, and in this case, they did not bother to make sure that the colors were even similar. A kitchen circuit has failed twice and been repaired twice by a BLHCC serviceperson. I do not know why it fails, but I am confident that it will be out of order again in the future. I have spoken with office staff at BLHCC, and each time they have told me that the owner himself must make the decisions about what will be done to correct the problems with the house. They have no authority to make any remedies. The owner has not spoken to me at any time about the house. To my knowledge, he has not seen the house since the day that they set it on the lot. That day, the owner walked away with a check for payment in full for a house, even though I had not had the opportunity to enter the house to see everything was as it should be. I was not able to enter the house until well over a month later, and problems were apparent the moment that I stepped through the door. Although BLHCC has responded to service requests “in a timely manner”, his response has consistently been that the issue under consideration is not his problem to address. To date, he has not provided remedy to any of the problems with the house, using the rationale that they are either not his problem, or as we see here, are not a problem at all!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to know the time frame the business is allowed to settle this matter. My concern is the use of "warranty time" to be used by anyone.
Regards,
I wanted to write you this letter letting you know that we want to resolve to concern of [redacted] ([redacted]). She is requesting a payment of $130.00. We will send her a check directly. I hope this will be sufficient to close out this issue.
Revdex.com,We value all our customers business regardless what types of vehicle they purchase. We apologize about the confusion with a satellite radio issue. I understand that the customer is not satisfied with my used car manager's resolution. He offered to pay 50% of the cost of the portable system through Car-Feteria.I will personally reach out the customer to discuss if there can be a better resolution that the customer can feel better about her radio.Thank you very much for your help with this matter.Sincerely,K.C. H[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Mr. [redacted] inquired with Auto Trader for the value of his 1999 Ford Taurus. His self-appraisal on the Auto Trader website gave him a potential value of around $500. He indicated on the website there were no mechanical problems with the vehicle and said nothing about rust. He told us he was...
offered $4-500 dollars for it at another dealership. He didn’t want us to waste his and our time if we were not interested but we believed the information he provided us to be accurate and told him to come on in. When he arrived, our Used Car Manager took his vehicle for a ride to verify the condition. It was revealed that his Auto Trader appraisal was inaccurate. First the vehicle had a lot of rust on it which Mr. [redacted] did not mention on Auto Trader. Secondly, we discovered it had a manifold leak. Mr. [redacted] said he just had a new muffler installed but did not mention that with Auto Trader. We told him we would not be able to purchase the vehicle for $500 because of our findings and said he should go back to the other dealer he received an offer from. Being we are a car dealership, we did ask him if he was interested in looking at a new vehicle. He declined and started getting very upset at the situation. We escorted him out because of his reaction. We then started receiving threatening letters from Mr. [redacted] which we did not respond to initially. We always strive for complete customer satisfaction so I called Mr. [redacted] and apologized for the way he felt he was treated by us. He complained about the gas he wasted and again his time so we agreed to reimburse him for the gas he used coming to our dealership. We want to add one more note of information, this vehicle is not Mr. [redacted]’s vehicle to sell. Mr. [redacted] informed us that the vehicle is owned by his Mother. We told him she would have to come in with him as we cannot purchase a vehicle he does not own. His mother was not with him when he brought the vehicle in for us to potentially purchase. We would not have been able to make a transaction with him without his mother on his initial visit. So in closing Mr. [redacted] would have had to get his mother to actually complete a transaction of selling this vehicle. Sincerely, [redacted] General Manager
[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 had a conversation with Mr. KC K[redacted], General Manager for Andrew Toyota on Wednesday 6/24/15. I believe that Mr. K[redacted] was sincere in his statements to me, that he is willing to resolve this issue and make things right. I felt he understood my position, that having Sirius radio in my vehicle meant a lot to me. I do accept his sincere apology and I feel confident that this issue will be resolved satisfactory. Reference to complaint ID [redacted]. Thank you Revdex.com.
Regards,
Revdex.com:It is not true that I did not return to the dealership for the tires. I drove away with a $500+ set of winter tires purchased from Andrew Toyota. They forgot to return the summer tires which they removed and threw them away by accident. I called immediately after I noticed the summer tires and were not in the car (winter time) and they said I could return any time for the summer tires. I returned to the dealership months later and requested a refund for the summer tires which they took as well as for the value of the $500+ winter tires. I was returning the leased car to the dealership. Mr [redacted] said there was no way he could offer any refund for their mistake. He said his supervisor was off that day and not available. Then 30 mins later he returned and offered me a $150 check which did not cover the value of the summer tires. They also gave a very poor deal on return of the leased car. I do not agree with their response as facts on their reply are not true.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We have reviewed [redacted]'s complaints and in house file again. Our findings and conclusion remains that we did not damage his vehicle. Our service director has many years of experience and did the installation of the bezel himself to ensure Mr....
[redacted]'s approval. Mr. [redacted] inspected the vehicle before leaving the dealership and expressed his satisfaction. We have given him an agreed upon settlement check for $500 in lieu of us repairing his stereo any further. Mr. [redacted] had agreed to this and we felt this situation was resolved.We feel we have gone above what should be expected of us to Mr. [redacted] and believe this case should be closed.Sincerely,[redacted]
BLHCC is a modular manufacture selling through dealers. We are not involved in choices home owners make, this is done with their dealer. The home in question was drawn by us from a plan submitted by the dealer, and we subsequently made over 30 floor plan changes and in reviewing these changes the...
was never a mention of open stairway, nor open stairway wasn't included in the written signed order. Any changes to the stairway would be a conversation between the dealer and owner. After the delivery and set of this home there have been service requests which we have responded to in a timely manner. The storm doors mentioned were shipped loose new by us and installed on site by others and owner would need to talk with her dealer for service We made a inspection of the vinyl floors mention, and we were not able to see the problems mentioned and in discussing the issue with our dealer and on their inspection of the home they also were not able to see defectsThe mentioned fireplace hearth and surround, this was as ordered by the customer on our signed order, from a literature display picture and it clearly shows the hearth and its thickness and how it extends above the floor a small amount The window jamb extensions are made of clear pine and can be ordered natural or finished with a sealer, the owners were ordered natural in the signed order and need to be finished on site to seal the wood, we have cleared the sap several times but to date the wood hasn't been sealed which would end this problem The trim used in the home was ranch casing as indicated in the signed order, their are many choices that could have been ordered but they were not. This also is what was on display in the dealer model owner walked throughThe toilet problem has not been submitted to us, but in a conversation with the dealer on their inspection the problem wasn't foundThe range hoods were ordered on the signed order as self venting not outside ventingWe will continue to respond to service requests submitted by the dealer of all naturesTell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Again, you have no clue what you are referring to, nor are you addressing the complaint at hand.I did not want to return the vehicle, but I wanted to keep it and wanted to see what you would do to resolve the matter satisfactory.Don't you recall having the conversation with me about making amends and possibly redoing the deal? Or did you just pass the buck and let [redacted] to hang? Instead the only option was to return the vehicle as I am not going to take a $64/mo. hit based on a VERBAL AGREEMENT I had with [redacted]. Or do you not recall any conversations with any consumers as you give them the same song and dance?I will give you one LAST opportunity, You can sell me the truck same deal with splitting the difference of the AGREED trade value of $26,000 or I can take further action.Please respond to this Revdex.com complaint or call me ###-###-#### if you want to do the deal.
Regards,
[redacted]
We are in
receipt of your complaint to the Revdex.com of Wisconsin regarding
your service visit to Andrew Toyota Scion, on May 19th, 2015.
At that time
of your...
visit, you provided a number of concerns and requests regarding your
2006 RAV4 to our Service Advisor, Sarah Zaja. These included a request for an
oil and filter change, the completion of 3 recalls, check engine light on,
exhaust system noisy, battery light on, and tire pressure sensor light on. Your
work order was given to one of our Certified Technicians for inspection and
diagnostic testing.
After a
complete inspection of the vehicle, the following items were found:
·
No engine coolant in vehicle
·
Drive belt missing
·
Excessive play in water pump
·
Center pipe in muffler assembly separating
·
Nail located in left rear tire near sidewall
·
Brake work recommended due to uneven wear of
front pads
The
indicator light for tire pressure was due to the nail found in the tire. The
exhaust system noise was due to the separation of the center pipe and muffler.
The check engine and battery indicator lights were due to the failed water
pump. Unfortunately due to the missing
drive belt, the vehicle could not be test driven. Our technician indicated concern regarding the
possibility of overheating the engine as well as significant damage to the
cylinder block caused from the excessive play in the water pump bearing. Upon
communication of our findings, you authorized replacement of the water pump and
drive belt in addition to the oil and filter change.
After
removal of the water pump, the technician found that the impeller of the water
pump caused integral damage to the cylinder block. Improper flow of coolant through the cylinder
block can cause the vehicle to overheat and replacement of the water pump alone
may not guarantee adequate coolant flow without repair to the damaged portion
of the cylinder block. In addition, metal shavings/debris was discovered in the
cylinder block near the coolant passages.
This would indicate that metal debris flowed through the cooling system
and may have caused additional damage to the radiator and heater core. At this time, we notified you, forwarded
photos to your phone, and met with you at the dealership to show and explain
our findings. The options provided were to make the recommended repairs of
replacement of the cylinder block, radiator, and heater core, or replacement of
the water pump and belt, however this repair would not be eligible for
guarantee as the full damage to the coolant system was unknown.
As a
franchise of Toyota Motor Sales USA, Andrew Toyota Scion is obligated to
provide a 1 year, unlimited mileage nationwide warranty on all repairs. Due to the extensive damage to the vehicle
from the water pump, Andrew Toyota does not feel replacement of the water pump
alone, is the correct repair. The
recommended repairs which included replacement of the cylinder block, radiator,
and heater core was the only option that could guarantee no further damage or
overheating of the vehicle would occur.
Considering
the costs associated with the original authorized repairs, additional
recommended repairs with regard to the cooling system, and unauthorized
recommendations for tires, brakes, and exhaust concerns, our employees are
trained to suggest customers consider all options including valuations of the
vehicle compared to overall repair costs.
This allows owners to explore all their options and make the best decision
for their particular situation.
I hope the
additional detail in this letter addresses your concerns. If you have any
questions or require additional information, please don’t hesitate to call me
at ###-###-####. We truly appreciate and
value you as a customer of Andrew Toyota Scion and look forward to providing
you with exception customer service in the future.
Bill Lake Homes Construction Corp. is a New York State Modular Home Manufacturer. We sell through a network of Dealers who work with the end customer, in this case [redacted] Homes was the [redacted]'s Dealer. I have received more than one pointed and inaccurate e-mail from [redacted]....
We received their first draw request on 03/16/15, we receive the blueprint request on 04/06/15 and finally the signed formal order was received on 04/15/15. During this duration we did numerous revisions to their drawings which the last one being 05/05/15 with a new kitchen design. At the time their order was placed we had a very large backlog of 17 home orders that came in before we received their home order. Projections change daily depending on how many home orders are being received and nobody knows how many home orders will come in daily or weekly. We schedule online dates in the order the home orders come in and that was unacceptable to Mrs. [redacted]. They cannot accept the fact that we are very busy and all on and off line dates are projected due to many factors beyond our control. Right now they are confusing online dates with off line dates. It usually takes us approximately 6 weeks to build a home in peak season once the home actually goes online and that depends on what kinds of homes are in front of their home order and if materials are received as vendors project. We got 2 weeks behind in our schedule due to having two very large high end homes with lots of upgrades that took much more time to build. We also had a vendor back-order for a second time a window order for a 3 week delay which made us have to take the home offline then bring it back in to finish doing the trim and installing the windows, this shut down our line until we completed this home. These are issues beyond our control and we do the best we can and that is why [redacted] Homes was advised we were 2 weeks behind schedule,so they could tell their customers we were upfront with this and again it is unacceptable to them and another defamatory e-mail is written to us. There is no guarantee and never has been an exact method to determine how long it takes to custom build a home and if materials are received in time or are damaged. There is no reason to sit down with Mrs. [redacted] as her mind is already made up that we are the worst and most dishonest Modular Home Manufacture in the business which if far from the truth. There is no concession for scheduling that is and always has been projected and has nothing to do with time management which every builder knows. Mrs. [redacted] has her new projected online date and that is the best projection we can make at this point. I would also like to point out we are doing a Veterans project that will provide housing for our Veterans and that should suggest a lot to what kind of Company we are. Sincerely, John P. Chief Operations Manager Bill Lake Homes Construction Corp. Bill Lake Modular Homes
Dear ***,Bill Lake Homes Construction Corp is a New York State modular home manufacturer located in Spraker, NYWe build to the New York State building codeBill Lake Homes Construction sells through a network of Dealers and builders, we do not sell direct to the retail customerOur Dealers and
* from *** *** told me he has went out of his way to keep the *** *** happy and was shocked when I told him they had sent a complaint to the Revdex.com. On 09/01/we received a service request for the following;1) Counter top is loose around sink.2) They are getting flies between glass and screen door.3) Hardwood floor isn't smooth anymore.We do not have any record of drafty windows requiring service and the first we have heard about it is in their complaint to the Revdex.comFor the *** *** to enter a complaint to the Revdex.com just a few weeks after they requested a 09/01/service request is ridiculous as far as what they are figuring for a time-frameIt is not as if we were not taking care of their service requests, the service record clearly show we have been responsible getting their concerns taken care ofIf the service was electrical or water leaks it would receive priority, their issues are minor and will be taken careI also point out that you can see from our service record we have been active in getting their issues serviced and we will continue to act accordingly. The following is what we will be doing;1) In the next couple of weeks we will send someone to see what is wrong with the counter top being loose around the sink.2) In the next couple of weeks we will send someone to see if there is any problem with flies getting between the glass door and screenThere is not a home in the country that does not get flies between a door and a screen or a window or a screenThere are weep holes at the bottom of screen doors and windows and honestly they even get into homes and I wish I did have a way to stop them from getting in.3) We will contact the hardwood floor manufacturer to have them send out one of their Representative to determine what is wrong with the hardwood floorPlease note we do not have any control on when they will send out a representative so the *** *** will need to be patient. 4) We will contact the window manufacturer to have them send out one of their Representative to determine what is wrong with the hardwood floorPlease note we do not have any control on when they will send out a representative so the *** *** will need to be patient. Sincerely,John PChief Operations ManagerBill Lake Homes Construction Corp.Bill Lake Modular Homes
Builders sell to the retail customer.I have attached our service record and a letter we received from the *** *** As you can see the Dealer and Bill Lake Homes Construction have made and completed many service calls to their homeThe letter from the *** *** clearly show they had issues with *** *** which we discussed with *** *** and all concerns had been taken care of
The driver's seat frame for this vehicle is $plus labor to remove, disassemble and install new frameWe use to stock this part because of this problemThis parts was covered under the new vehicle warranty of years or 36,miles from GMThis vehicle now has 117,milesThere is no special coverage from GM for this conditionAndrew Chevrolet would cover 50% of what ever that total cost would be if the customer has the work done here*** ***
The service manger have contacted the customer and discussing the issue.
RE: [redacted] complaint# [redacted]We have found in our submissions that Ms. [redacted] was a joint applicant with another individual. She would have been notified by mail from our third party processor, DealerTrack, that the application for credit was denied.We would not search through the...
many files we have from past years to find the information needed to run someone's credit. As in this case, we would only run someone's credit if we had a completed current application.Sincerely,[redacted]General Manager, Andrew Chevrolet, Inc.
Same response from the previous! Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
RE: [redacted] complaintIn regard to Mr [redacted]'s most recent email. In his
original complaint he stated he was unhappy about his trade value. Mr
[redacted] in more than thirty emails didn't state in any way what he desired
for his trade in vehicle. He came to the dealership knowing the lease payment
with the 23,700 value for the trade in the calculation. The rebates and price of
the new vehicle were also disclosed to him. Mr [redacted] signed a number of
legally binding forms which also stated the 23,700 value for his trade. He
didn't question any of the numbers on the paperwork he signed at the
dealership. When Mr [redacted] contacted the dealership about his displeasure
with his trade value I told him if he was unhappy we would void the
transaction. Mr [redacted] came to the dealership shortly after his phone
conversation. At that time [redacted] asked him if he wanted to void the
transaction, Mr [redacted] said yes. At which time [redacted] voided the
paperwork, credited his credit card and gave him a check for the rest of his
down payment. Since then Mr [redacted] has cashed his refund check but has
continued to pursue the dealership. At this point I am unsure of how we can
help him. We voided the legal contract Mr [redacted] signed and gave him a full
refund allowing him to do business elsewhere. We have tried to make Mr
[redacted] happy first by getting him a vehicle at terms he agreed with. Second
we tried to make him happy by voiding the contract when he decided he was
unhappy.Sincerely,[redacted]Andrew Chevrolet
Revdex.com: Please Post my Response for others to see how [redacted] Chevrolet does Business
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The statement Mr[redacted] made is inaccurate in many
ways, however I do want to say that they did compensate me with a small amount gas
card but it took them a week to get back to me and all of sudden I got a call
after I emailed them numerous of times: stating that if no one responds to me
shortly and asked them to stop ignoring me, if not I will contact [redacted], the
owner, and explain the situationImmediately, I had a response and was apologized
to, [redacted], General Sales Manager, called me apologized up and down and told
me this is a learning situation so that [redacted] Chevrolet can better serve
others in the futureWell, when I read is his response on Revdex.com, what he told me
on the phone was a bunch of BolognaFirst of all, yes I got an appraisal from
Auto Trader and it came up as around 300, his car salesman [redacted] also did an appraisal
with Auto Trader with me at the dealership[redacted] and I answered all the
questions on the dealerships computer and we both went out to the vehicle and
he answered every question as accurate as humanly possibleGuess what, the
appraisal that [redacted] got was the dollarsA side note [redacted] was extremely
rude to me when I first stepped into the dealership and when I called him out
on it on the phone, he denied that I even talked to him that dayI remember specifically
talking to [redacted], and noting in my head how big his head was physically!!!
So far with all I have stated, I am starting to think [redacted], General
Sales Manager of [redacted] Chevrolet, is a coward and a hypocriteThe muffler was
just installed on the Taurus and was leaking where they connected the new pipe
to the old pipe on the front of the vehicleI showed [redacted] and he got down
on his knees and looked at the new muffler and agreed with me that the muffler
is new, that the two bolts that hold the new part and the existing system together
just needs to be tightened[redacted] Chevrolet told me I needed a whole new
muffler systemI did not threaten the dealership at allI have all the emails
saved, for if anyone would like to review to understand what I had stated in
those emails, I will be more than happy to show them!! They never stated to
bring my mother into the dealership which if I was told to bring her, she would
have been more than happy to come with, but I was going in to see what they had
to say because I was told on the phone bring it on in, after they asked me some
questions which I was bluntly honest on every question I was askedThen, if we
came to an agreement, I would take the necessary steps to sell the car, I did
not even have the title with me so if I did not have the title with me, that
tells you I was going in to see if an offer was going to be made[redacted]
has fabricated his response to make me look like the bad guy and a lot of
statements he made are completely inaccurateI was willing to go away and
leave the dealership alone but now I am furious and I will continue my journey
to keep people from doing business with [redacted] Chevrolet[redacted] has
demonstrated to me that he is a phony, by calling me and telling me I am right
just to make me go away, well unfortunately I will NOT!!!!!!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,[redacted]
BLHCC is a builder of modular homes in [redacted] NY. My dealer is in [redacted] NY. My home is in [redacted] County NY. Although I conducted much of the planning with the dealer, BLHCC was certainly involved in the planning of the house, and they influenced choices that I made about the home’s construction. I traveled to BLHCC in [redacted] twice during the planning and construction of the house. I made decisions on the floor plans, the fireplaces, floor coverings, bath fixtures, windows, and the configuration of the house based on what I saw and what I was told by a factory representative (another Mr. Lake) at the BLHCC factory and by the drafter (yet another Mr. Lake) when I spoke with him on the telephone. The fireplace in the display model in [redacted] had a raised heath. I asked the factory representative as we walked through their model home how far the alternative design would be above the floor. He did not have an example to show me, but he showed me the brochure and assured me that the lower hearth style would “flush with the floor.” With that information, I discarded the idea of having a raised hearth, and decided on the flush hearth instead. If Mr. Lake had responded that the flush hearth would actually be 1 ½” higher than the surrounding floor, I would have chosen the raised earth or hearth at all in that room. The brochure does not show the thickness of the floor onto which the hearth was installed. That is why I asked the factory representative the question about the hearth height to begin with. During planning, it took many attempts to make simple changes in the rooms communicating through the dealer. Each new draft took weeks to turn around, and draft after draft was incorrect as the drafter seemed to ignore my requests and created costly delays in the start of construction. The dealer was kind enough to arrange for me to speak with the drafter, and we were able to discuss the dimensions and the reasons why the dimensions were important to me. I had looked at the open staircase at the model in [redacted] and decided on the open stairs. In addition to getting the rooms the right size, I voiced my concern with the drafter that the open stairway appeared to have a door at the top and the drawing looked like there were walls where railings belonged. The drafter assured me that there was no door at the top of the stairs and that the stairs were open. On the order the that I signed, there are oak stairs and oak railing. Although there is no door at the bottom of the stairs, they are enclosed by walls except for the bottom 2 steps, and there is a door at the top of the stairs. The oak railing that I selected is only on the bottom 1st 2 steps before it goes to a solid wall. The oak stairs that I ordered are hidden in a narrow stairwell. Had the drafter given me information that for some reason the stairs had to be closed in, I would have chosen pine for the stairs and pine for the very short railing. I really wanted that open stairway in the front hall. It was a center piece of the front entry. Reassured that there would be oak stairs and oak railing, I was shocked when I first entered the house and saw the enclosed stairs. I asked the drafter at BLHCC several times about the venting of the range hoods. The ranges were initially drawn on an exterior wall, and where they would be easily vented. I wanted both ovens on an interior wall, and needed them vented and explained why they needed to be vented. I was assured by the drafter that the exterior vents would run along the interior wall to the outside. Instead, the range hoods that they delivered were self-venting, and there was no vent to the exterior of the house. The CADs do not say whether the range hoods would be vented or not. I paid to have the vents installed and paid to have the vented hoods, but the cost would have been much less if they had done what I ordered to begin with. The very idea that a builder would use green, sappy wood for interior wood trim is unthinkable. I chose clear unfinished wood because that is what I wanted. I should not be forced to “seal” the wood because BLHCC used a sappy wood. BLHCC has already sealed some of the jambs twice already, and they are still leaking sap. Sealing the trim is not the answer, even if I wanted finished trim. The jambs NEED to be replaced! It also causes me to wonder about the quality of the wood that was used to frame the house. I ordered unfinished clear pine ranch style wood trim. I was not shown a display with window trim marked as baseboards. The model home did not use window trim as baseboards. I have never seen window trim used as baseboards in any home. It is sloppy, unsanitary and unacceptable. The window trim that they used as baseboards needs to be replaced with ranch-style baseboards. The owner of BLHCC does not allow customers to speak with him. I have yet to have a discussion with the owner. BLHCC was aware of the issues with the bath fixtures through the dealer, and BLHCC chose to do nothing to get fixtures even close to matching. He was aware of many other issues, and I have given up on most of them. However, on these issues, I am not willing to just walk away. This is a rather costly house. There is no excuse for the inferior workmanship and materials that I see in my home every day. Nobody on the construction teams, not even the representatives from Bill Lake Home, has told me that they could not see a problem with the defective vinyl floors. The last representative from Bill Lake Homes told my daughter that the floors would need to be replaced to remedy the problem. He could see no other way to fix them. Although he was going to bring that message back to the owner, he was not able to fix the floors when he was at my home that day. In truth, the issue has not been a question is not whether or not the floors are defective, but rather who will replace the defective floors. The last Bill Lake Homes representative to look at the floors apparently quit later in the day that he saw my house, so I do not know if he even reported back to Bill Lake what he found. If the floors were provided by Bill Lake Homes, and installed by Bill Lake Homes, then the wavy, bumpy floors, both of which would have been obvious at the factory, and both of which were obvious when I got my first look at the house, should be replaced by Bill Lake Homes. The storm doors were shipped to the house by Bill Lake Homes, new, and in boxes: that is true. They were installed by a contractor: that is also true. It is also true that 3 of 4 storm doors failed to function within a week of installation. We seldom open the 4th door. The issue with all 3 doors is the piston closure, which bent on all 3 doors, preventing them from closing properly. With a 75% failure rate, the problem is with the doors. They are not of acceptable quality for a residence. I do not know where Mr. Lake obtained the doors, but I suspect that they were discontinued or seconds and were known to have this problem, and so they were used in my home. That BLHCC deliberately used nferior quality product in this application is speculation on my part, but I do not alternative explanation. Inspection of the bathroom fixtures revealed that Bill Lake Homes used bathroom products from four different manufacturers, and everyone other than the dealer agreed that the fixtures within the bathrooms did not match each other. The issue here seems to be whether or not this was an issue. The differences in the colors of the fixtures was immediately obvious upon entering the rooms for the first time, before the lights were installed to inspect the fixtures more closely. Initially, it looked like they had used bone or beige for some of the toilets and sinks, but I have been told that everything was “white” as ordered. Alas, the fixtures were not labeled with their color. It was a problem, but again, Bill Lakes Homes used substandard materials for the house, and in this case, they did not bother to make sure that the colors were even similar. A kitchen circuit has failed twice and been repaired twice by a BLHCC serviceperson. I do not know why it fails, but I am confident that it will be out of order again in the future. I have spoken with office staff at BLHCC, and each time they have told me that the owner himself must make the decisions about what will be done to correct the problems with the house. They have no authority to make any remedies. The owner has not spoken to me at any time about the house. To my knowledge, he has not seen the house since the day that they set it on the lot. That day, the owner walked away with a check for payment in full for a house, even though I had not had the opportunity to enter the house to see everything was as it should be. I was not able to enter the house until well over a month later, and problems were apparent the moment that I stepped through the door. Although BLHCC has responded to service requests “in a timely manner”, his response has consistently been that the issue under consideration is not his problem to address. To date, he has not provided remedy to any of the problems with the house, using the rationale that they are either not his problem, or as we see here, are not a problem at all!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to know the time frame the business is allowed to settle this matter. My concern is the use of "warranty time" to be used by anyone.
Regards,
I wanted to write you this letter letting you know that we want to resolve to concern of [redacted] ([redacted]). She is requesting a payment of $130.00. We will send her a check directly. I hope this will be sufficient to close out this issue.
Revdex.com,We value all our customers business regardless what types of vehicle they purchase. We apologize about the confusion with a satellite radio issue. I understand that the customer is not satisfied with my used car manager's resolution. He offered to pay 50% of the cost of the portable system through Car-Feteria.I will personally reach out the customer to discuss if there can be a better resolution that the customer can feel better about her radio.Thank you very much for your help with this matter.Sincerely,K.C. H[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Mr. [redacted] inquired with Auto Trader for the value of his 1999 Ford Taurus. His self-appraisal on the Auto Trader website gave him a potential value of around $500. He indicated on the website there were no mechanical problems with the vehicle and said nothing about rust. He told us he was...
offered $4-500 dollars for it at another dealership. He didn’t want us to waste his and our time if we were not interested but we believed the information he provided us to be accurate and told him to come on in. When he arrived, our Used Car Manager took his vehicle for a ride to verify the condition. It was revealed that his Auto Trader appraisal was inaccurate. First the vehicle had a lot of rust on it which Mr. [redacted] did not mention on Auto Trader. Secondly, we discovered it had a manifold leak. Mr. [redacted] said he just had a new muffler installed but did not mention that with Auto Trader. We told him we would not be able to purchase the vehicle for $500 because of our findings and said he should go back to the other dealer he received an offer from. Being we are a car dealership, we did ask him if he was interested in looking at a new vehicle. He declined and started getting very upset at the situation. We escorted him out because of his reaction. We then started receiving threatening letters from Mr. [redacted] which we did not respond to initially. We always strive for complete customer satisfaction so I called Mr. [redacted] and apologized for the way he felt he was treated by us. He complained about the gas he wasted and again his time so we agreed to reimburse him for the gas he used coming to our dealership. We want to add one more note of information, this vehicle is not Mr. [redacted]’s vehicle to sell. Mr. [redacted] informed us that the vehicle is owned by his Mother. We told him she would have to come in with him as we cannot purchase a vehicle he does not own. His mother was not with him when he brought the vehicle in for us to potentially purchase. We would not have been able to make a transaction with him without his mother on his initial visit. So in closing Mr. [redacted] would have had to get his mother to actually complete a transaction of selling this vehicle. Sincerely, [redacted] General Manager
[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 had a conversation with Mr. KC K[redacted], General Manager for Andrew Toyota on Wednesday 6/24/15. I believe that Mr. K[redacted] was sincere in his statements to me, that he is willing to resolve this issue and make things right. I felt he understood my position, that having Sirius radio in my vehicle meant a lot to me. I do accept his sincere apology and I feel confident that this issue will be resolved satisfactory. Reference to complaint ID [redacted]. Thank you Revdex.com.
Regards,
[redacted]
Revdex.com:It is not true that I did not return to the dealership for the tires. I drove away with a $500+ set of winter tires purchased from Andrew Toyota. They forgot to return the summer tires which they removed and threw them away by accident. I called immediately after I noticed the summer tires and were not in the car (winter time) and they said I could return any time for the summer tires. I returned to the dealership months later and requested a refund for the summer tires which they took as well as for the value of the $500+ winter tires. I was returning the leased car to the dealership. Mr [redacted] said there was no way he could offer any refund for their mistake. He said his supervisor was off that day and not available. Then 30 mins later he returned and offered me a $150 check which did not cover the value of the summer tires. They also gave a very poor deal on return of the leased car. I do not agree with their response as facts on their reply are not true.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We have reviewed [redacted]'s complaints and in house file again. Our findings and conclusion remains that we did not damage his vehicle. Our service director has many years of experience and did the installation of the bezel himself to ensure Mr....
[redacted]'s approval. Mr. [redacted] inspected the vehicle before leaving the dealership and expressed his satisfaction. We have given him an agreed upon settlement check for $500 in lieu of us repairing his stereo any further. Mr. [redacted] had agreed to this and we felt this situation was resolved.We feel we have gone above what should be expected of us to Mr. [redacted] and believe this case should be closed.Sincerely,[redacted]
BLHCC is a modular manufacture selling through dealers. We are not involved in choices home owners make, this is done with their dealer. The home in question was drawn by us from a plan submitted by the dealer, and we subsequently made over 30 floor plan changes and in reviewing these changes the...
was never a mention of open stairway, nor open stairway wasn't included in the written signed order. Any changes to the stairway would be a conversation between the dealer and owner. After the delivery and set of this home there have been service requests which we have responded to in a timely manner. The storm doors mentioned were shipped loose new by us and installed on site by others and owner would need to talk with her dealer for service We made a inspection of the vinyl floors mention, and we were not able to see the problems mentioned and in discussing the issue with our dealer and on their inspection of the home they also were not able to see defectsThe mentioned fireplace hearth and surround, this was as ordered by the customer on our signed order, from a literature display picture and it clearly shows the hearth and its thickness and how it extends above the floor a small amount The window jamb extensions are made of clear pine and can be ordered natural or finished with a sealer, the owners were ordered natural in the signed order and need to be finished on site to seal the wood, we have cleared the sap several times but to date the wood hasn't been sealed which would end this problem The trim used in the home was ranch casing as indicated in the signed order, their are many choices that could have been ordered but they were not. This also is what was on display in the dealer model owner walked throughThe toilet problem has not been submitted to us, but in a conversation with the dealer on their inspection the problem wasn't foundThe range hoods were ordered on the signed order as self venting not outside ventingWe will continue to respond to service requests submitted by the dealer of all naturesTell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Again, you have no clue what you are referring to, nor are you addressing the complaint at hand.I did not want to return the vehicle, but I wanted to keep it and wanted to see what you would do to resolve the matter satisfactory.Don't you recall having the conversation with me about making amends and possibly redoing the deal? Or did you just pass the buck and let [redacted] to hang? Instead the only option was to return the vehicle as I am not going to take a $64/mo. hit based on a VERBAL AGREEMENT I had with [redacted]. Or do you not recall any conversations with any consumers as you give them the same song and dance?I will give you one LAST opportunity, You can sell me the truck same deal with splitting the difference of the AGREED trade value of $26,000 or I can take further action.Please respond to this Revdex.com complaint or call me ###-###-#### if you want to do the deal.
Regards,
[redacted]
[redacted]
Dear Mr.
[redacted],
We are in
receipt of your complaint to the Revdex.com of Wisconsin regarding
your service visit to Andrew Toyota Scion, on May 19th, 2015.
At that time
of your...
visit, you provided a number of concerns and requests regarding your
2006 RAV4 to our Service Advisor, Sarah Zaja. These included a request for an
oil and filter change, the completion of 3 recalls, check engine light on,
exhaust system noisy, battery light on, and tire pressure sensor light on. Your
work order was given to one of our Certified Technicians for inspection and
diagnostic testing.
After a
complete inspection of the vehicle, the following items were found:
·
No engine coolant in vehicle
·
Drive belt missing
·
Excessive play in water pump
·
Center pipe in muffler assembly separating
·
Nail located in left rear tire near sidewall
·
Brake work recommended due to uneven wear of
front pads
The
indicator light for tire pressure was due to the nail found in the tire. The
exhaust system noise was due to the separation of the center pipe and muffler.
The check engine and battery indicator lights were due to the failed water
pump. Unfortunately due to the missing
drive belt, the vehicle could not be test driven. Our technician indicated concern regarding the
possibility of overheating the engine as well as significant damage to the
cylinder block caused from the excessive play in the water pump bearing. Upon
communication of our findings, you authorized replacement of the water pump and
drive belt in addition to the oil and filter change.
After
removal of the water pump, the technician found that the impeller of the water
pump caused integral damage to the cylinder block. Improper flow of coolant through the cylinder
block can cause the vehicle to overheat and replacement of the water pump alone
may not guarantee adequate coolant flow without repair to the damaged portion
of the cylinder block. In addition, metal shavings/debris was discovered in the
cylinder block near the coolant passages.
This would indicate that metal debris flowed through the cooling system
and may have caused additional damage to the radiator and heater core. At this time, we notified you, forwarded
photos to your phone, and met with you at the dealership to show and explain
our findings. The options provided were to make the recommended repairs of
replacement of the cylinder block, radiator, and heater core, or replacement of
the water pump and belt, however this repair would not be eligible for
guarantee as the full damage to the coolant system was unknown.
As a
franchise of Toyota Motor Sales USA, Andrew Toyota Scion is obligated to
provide a 1 year, unlimited mileage nationwide warranty on all repairs. Due to the extensive damage to the vehicle
from the water pump, Andrew Toyota does not feel replacement of the water pump
alone, is the correct repair. The
recommended repairs which included replacement of the cylinder block, radiator,
and heater core was the only option that could guarantee no further damage or
overheating of the vehicle would occur.
Considering
the costs associated with the original authorized repairs, additional
recommended repairs with regard to the cooling system, and unauthorized
recommendations for tires, brakes, and exhaust concerns, our employees are
trained to suggest customers consider all options including valuations of the
vehicle compared to overall repair costs.
This allows owners to explore all their options and make the best decision
for their particular situation.
I hope the
additional detail in this letter addresses your concerns. If you have any
questions or require additional information, please don’t hesitate to call me
at ###-###-####. We truly appreciate and
value you as a customer of Andrew Toyota Scion and look forward to providing
you with exception customer service in the future.
Respectfully,
[redacted]
Andrew
Toyota Scion
cc: RevDex.com of WI
Bill Lake Homes Construction Corp. is a New York State Modular Home Manufacturer. We sell through a network of Dealers who work with the end customer, in this case [redacted] Homes was the [redacted]'s Dealer. I have received more than one pointed and inaccurate e-mail from [redacted]....
We received their first draw request on 03/16/15, we receive the blueprint request on 04/06/15 and finally the signed formal order was received on 04/15/15. During this duration we did numerous revisions to their drawings which the last one being 05/05/15 with a new kitchen design. At the time their order was placed we had a very large backlog of 17 home orders that came in before we received their home order. Projections change daily depending on how many home orders are being received and nobody knows how many home orders will come in daily or weekly. We schedule online dates in the order the home orders come in and that was unacceptable to Mrs. [redacted]. They cannot accept the fact that we are very busy and all on and off line dates are projected due to many factors beyond our control. Right now they are confusing online dates with off line dates. It usually takes us approximately 6 weeks to build a home in peak season once the home actually goes online and that depends on what kinds of homes are in front of their home order and if materials are received as vendors project. We got 2 weeks behind in our schedule due to having two very large high end homes with lots of upgrades that took much more time to build. We also had a vendor back-order for a second time a window order for a 3 week delay which made us have to take the home offline then bring it back in to finish doing the trim and installing the windows, this shut down our line until we completed this home. These are issues beyond our control and we do the best we can and that is why [redacted] Homes was advised we were 2 weeks behind schedule,so they could tell their customers we were upfront with this and again it is unacceptable to them and another defamatory e-mail is written to us. There is no guarantee and never has been an exact method to determine how long it takes to custom build a home and if materials are received in time or are damaged. There is no reason to sit down with Mrs. [redacted] as her mind is already made up that we are the worst and most dishonest Modular Home Manufacture in the business which if far from the truth. There is no concession for scheduling that is and always has been projected and has nothing to do with time management which every builder knows. Mrs. [redacted] has her new projected online date and that is the best projection we can make at this point. I would also like to point out we are doing a Veterans project that will provide housing for our Veterans and that should suggest a lot to what kind of Company we are. Sincerely, John P. Chief Operations Manager Bill Lake Homes Construction Corp. Bill Lake Modular Homes