Nelson Ford Mazda

Thank you for changing over and sending to my attention for a response.The collector involved was out for the holiday and I was just able to get her explanation.N.P.S.,L.L.C has been in business for years.We are under contract with six different states to collect and resolve any problems that arise from checks that have returned unpaid for child supportIf you will review our records I believe you can see the type company we are as reflected by our Revdex.com rating.We received the returned check for collection on 9/30/14.We sent a letter to the customer asking for payment or contact upon receipt.In the letter there was also a section that gave the person the right to dispute with in a day period.On 10/6/customer called and said would pay the face of the check but would get the fee from the bank since the problem originated with themOver the next 5-days we attempted to recontact the customer to no availOn 10/13/we received a payment for the face,but not the fee.A letter was requested from us so she could submit for payment to the bank,we complied and mailed on 10/After another 7-days we still had not received the fee.We attemted to call the customer,her phone terminated our call.We attempted again on 10/23,our number was blocked.We represented the fee on 11/for paymentsince we had no contact with the customer and numerous promises broken.On 11/the customer called us upset about the re-presentment of the fee.We responded that we had done as she had requested for over a month with no payment and with no way to contact we had submitted the state allowed fee for payment.As a side note ,we had no return mail from our correspondance with the customer.All our envelopes have a request for any new adrress or for letter to be returned if it can not be delivered.We pay $per letter for this.We have never received any returned mail from Ms.Rakosnik.I am truly sorry that the customer has a problem with our collection procedures but I can assure we go strictly by all federal and state laws.Hopefully this will satisfy your request for information.If more is needed please contact me direct

Thank you for your inquiry on Mr [redacted] # [redacted] After reviewing Mr [redacted] 's account assigned to us I am confused about what he needs or is requesting.He quoted the FDCPA but does not tell us the reasoning.Is he asking for valadation of the debt? Is he disputing that he owes? If he will be more specific I will be more than happy to respond

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Like the company stated I did contact them on Oct 6th and explained my situationMy checking account had suspicious activty on it so my bank advised me to place my account into a credit onlys status until the matter could be resolvedI explained this to [redacted] (I believe that is her name) and I also asked them to waive the $fee and I told her I would get a letter from my bank explaining the situationI did so in a timely manner and I mailed them a copy and asked them if they would not waive the fee to please explain as to why and mail me something I could present to my bank to be reimbursed if they would not waive their $feeI never heard anything back from the company so as far as I was concerned they were going to waive the fee and the matter was resolvedOn Nov 18th I found that this company had presented an electronic withdrawal to my bank stating that they had my authorization to take $out of my accountThat is untrue I never authorized this transaction, which according to my bank and my attorney is an illegal transactionI called them on Nov 19th and gave them the oppurtunity to reimburse me for the funds which all I heard was women yelling at me on the phone and being extremely rudeWhile speaking with the supervisor I learned that they did not have my correct mailing address which explains why I never received the supposed second letter they sent meI have never broken any promises to themI have taken care of this matter in a timely manner and have tried to work with them as much as I canI have since filed a case with my banks fraud department and I have placed a block on my account so this company may no longer take funds from my checking account againThey lie and use deceptive business practicesI have attached copies of the letters I sent them to show I was telling the truth and trying to work out this matter with them legally and truthfully unlike themI want my $back but more importantly I want the Revdex.com to know what type of scam this business is running Regards, [redacted]

Thank you for your inquiry via email dated 12/16/concerning [redacted] First let me explain what we do as a company We are under contract with six states to collect returned checks issued for child support, Maryland being one of those states We receive thousands of checks annually for collection and if you review our file with the small number of complaints, It should indicate how important customer service is to our company The collector in question has been with this company for years and I have never had a complaint on her In reviewing the file and discussing with Mrs [redacted] it looks as though neither customer or collector were at fault It was not customers fault the check returned but rather the banks fault, according to your complaint and yet they were not held responsible That being said, we are a customer oriented collection firm and strive to settle disputes amicably Since you paid the face amount of this check we will waive the fee even though were are entitled to it as per state law If further information is needed please contact me directRespectfully, [redacted] Dispute Supervisor

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

National Payment Solutions is one of those bottom-feeder firms that low-bids state child support agencies to put payers into collections when a check has been returned to a bank for minor errors, like when it doesn't scan properly, or has the wrong date
They bombard consumers with calls and letters, even if the check was re-deposited, since they get a 25%+ commission for what they collect NPS is staffed by commissioned women who leave phone messages until they get the questionable debt settled If you ask them how NPS came to service the debt, or whether it is legit, they hang up Childish and rude

Thank you for your Inquiry via email dated 10/14/concerning *** ***First let me explain what we do as a company.We are under contract with six states to collect returned checks issued for child support,Pennsylvania being one of those states.We receive thousands of checks annually for
collection and if you will review our rating and small number of complaints I hope that will indicate how seriously we take our contacts with these customers.We have on going customer service training for our adjusters on how deal with all debtors.*** *** (,the adjuster in question) has been with this company for years and I have never had a complaint on her from a customer. We document all contacts with customer on a file that once entered,can no be changed.In reviewing this file and discussing with Mrs.*** the only problem at the time of contact was the customer had sent us a check for payment of the face amount of the check plus the state allowed return fee but failed to sign the check.We made contact with the customer to see how he wanted to resolve.He asked us to deposit the check and we refused without a signature.We offered to do a "check by phone" to resolve.The customer became agitated and got his wife on the phone,she also became agitated with both of them raising their voices.Our collectors are trained to terminate a call if they determine the customer can not be satisfied no matter what we do or offer,this converstion got to that point.We told the customer we would send the check back to them for their signature at which time the call ended.NPS L.LCis owed the state allowed fee and expects it to be paid.If there is any thing else this company can do to apease the customer we will be glad to considerIf additional information is needed please don't hesitate to contact us direct,Thank you

Thank you for your correspondence regarding case number ***.Currently this matter is being reviewed by legal counsel in an attempt toreach a resolutionAs such, I am unable to speak directly to the factsregarding Mr*** case.lam forwarding a copy of your prior communication and this
response tothe law firm of *** *** *** *** for inclusion in the case file.I will contact you with a final explanation of our position as soon aspossiblePlease feel free to contact me directly at the above listedphone number if I may be of any further assistance.Sincerely,*** ***Operations DepartmentNelson Automotive Group

After getting the customer last response we went back and looked at the notes..timing..and the other variables.The one thing that seems to have created the problem is the address we had on record.I believe that we would not have a problem if the customer had received the requested document.Even though we attempted by phone to contact the customer, we were not successfulwith that and not receiving the item back initiated our action.We attempted to have the Post office trace and were told it was not possible.At this point we agree to refund the fee charged based on what has been stated.We will issue a refund check for the state allowed fee today.If you have furter questions please contact me direct

According to the company comptroller the case was settled last Friday. The details of the settlement were confidential.Call me if I can be of further assistance.[redacted]Nelson Automotive Group###-###-####

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]

I accept the response by National Payment solution, and I hope it will also be cleared from my check record. I just wish that it didn't have to come to me writing a letter to the Revdex.com. I told Ms. [redacted] many times what happened with the bank and she refused to even listen or understand what I was telling her. She insisted I call the bank to receive the $35.00, and then send it to NPS, we all know that bank isn't going to allow that. I have a call list where Ms. [redacted] called me 9 times in a row, even though an explanation was given to her. Maybe her phone calls, which I am sure are recorded, should be reviewed.

Thank you
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Like the company stated I did contact them on Oct 6th and explained my situation. My checking account had suspicious activty on it so my bank advised me to place my account into a credit onlys status until the matter could be resolved. I explained this to [redacted](I believe that is her name) and I also asked them to waive the $25 fee and I told her I would get a letter from my bank explaining the situation. I did so in a timely manner and I mailed them a copy and asked them if they would not waive the fee to please explain as to why and mail me something I could present to my bank to be reimbursed if they would not waive their $25 fee. I never heard anything back from the company so as far as I was concerned they were going to waive the fee and the matter was resolved. On Nov 18th I found that this company had presented an electronic withdrawal to my bank stating that they had my authorization to take $25 out of my account. That is untrue I never authorized this transaction, which according to my bank  and my attorney is an illegal transaction. I called them on Nov 19th and gave them the oppurtunity to reimburse me for the funds which all I heard was 2 women yelling at me on the phone and being extremely rude. While speaking with the supervisor I learned that they did not have my correct mailing address which explains why I never received the supposed second letter they sent me. I have never broken any promises to them. I have taken care of this matter in a timely manner and have tried to work with them as much as I can. I have since filed a case with my banks fraud department and I have placed a block on my account so this company may no longer take funds from my checking account again. They lie and use deceptive business practices. I have attached copies of the letters I sent them to show I was telling the truth and trying to work out this matter with them legally and truthfully unlike them. I want my $25 back but more importantly I want the Revdex.com to know what type of scam this business is running.
Regards,[redacted]

Thank you for changing over and sending to my attention for a response.The collector involved was out for the holiday and I was just able to get her explanation.N.P.S.,L.L.C.  has been in business for 19 years.We are under contract with six different states to collect and resolve any...

problems that arise from checks that have returned unpaid for child support. If you will review our records I believe you can see the type company we are as reflected by our Revdex.com rating.We received the returned check for collection on 9/30/14.We sent a letter to the customer asking for payment or contact upon receipt.In the letter there was also a section that gave the person the right to dispute with in a 30 day period.On 10/6/14 customer called and said would pay the face of the check but would get the fee from the bank since the problem originated with them. Over the next 5-6 days we attempted to recontact the customer to no avail. On 10/13/2014 we received a payment for the face,but not the fee.A letter was requested from us so she could submit for payment to the bank,we complied and mailed on 10/15. After another 7-8 days we still had not received the fee.We attemted to call the customer,her phone terminated our call.We attempted again on 10/23,our number was blocked.We represented the fee on 11/3 for payment. since we had no contact with the customer and numerous promises broken.On 11/19 the customer called us upset about the re-presentment of the fee.We responded that we had done as she had requested for over a month with no payment and with no way to contact we had submitted the state allowed fee for payment.As a side note ,we had no return mail from our correspondance with the customer.All our envelopes have a request for any new adrress or for letter to be returned if it can not be delivered.We pay $.55 per letter for this.We have never received any returned mail from Ms.Rakosnik.I am truly sorry that the customer has a problem with our collection procedures but I can assure we go strictly by all federal and state laws.Hopefully this will satisfy your request for information.If more is needed please contact me direct.

Thank you for your inquiry on Mr. [redacted] # [redacted].
After reviewing Mr. [redacted]'s account assigned to us I am confused about what he needs or is requesting.He quoted the FDCPA but does not tell us the reasoning.Is he asking for valadation of the debt? Is he disputing that...

he owes? If he will be more specific I will be more than happy to respond.

Thank you for your inquiry via email dated 12/16/2015 concerning [redacted].  First let me explain what we do as a company.  We are under contract with six states to collect returned checks issued for child support, Maryland being one of those states.  We receive thousands...

of checks annually for collection and if you review our file with the small number of complaints, It should indicate how important customer service is to our company.  The collector in question has been with this company for 18 years and I have never had a complaint on her.   In reviewing the file and discussing with Mrs [redacted] it looks as though neither customer or collector were at fault.  It was not customers fault the check returned but rather the banks fault, according to your complaint and yet they were not held responsible.   That being said, we are a customer oriented collection firm and strive to settle disputes amicably.  Since you paid the face amount of this check we will waive the fee even though were are entitled to it as per state law.  If further information is needed please contact me direct. Respectfully,[redacted]Dispute Supervisor

Review: I recently bought a vehicle from Nelson Ford in Martinsville, VA. I had recently filed bankruptcy and was looking to help rebuild my credit. I contacted a gentleman that I am friends with and he stated as well as his manager and the credit manager that the purchase would only be temporary and that in 6-8 months I could trade car in and get something else. They would report to credit bureau every month and as long as I paid on time every month it would help my credit greatly. I contacted the Mr. Lee Nelson, Mr [redacted] and Mr. Barry Nelson and many occasions to correct this issue and every time they have told me they are still working on it. It stated in contract and in person between many people they would be reporting to credit bureau. They never stated anything about it not being reported or they were having trouble with the system or anything. I had to make contact with them and still have yet to resolve the issue. Every time I try to come up with an idea on how to correct it they state they are working on it. I have told them they are in breach of contract. Mr Barry Nelson never contacted me back today after I advise him that I need to know what is going to be done.Desired Settlement: I want to return the vehicle and be refunded my deposit back and never have to deal with the business again. I have mentioned this to them and they refused. I mention to allow me to start payments back up when all issues are resolved and they have yet to do any of the following.

Business

Response:

Dear [redacted], I have researched Ms. [redacted]’s concerns regarding the reporting of her payment history to credit reporting services. As Ms. [redacted] stated in her complaint, she has been through some credit challenges recently and as a result, we were unable to obtain a conventional auto loan for her. Our company agreed to allow her to make payments directly to our company for the Chevrolet Impala that she purchased. She was told by the salesman that we hoped to be able to report payment histories to the bureau’s in the near future and we hope to have this completely set up in the next 30 days. On or about December 5th, 2013, a member of our financial services team told her that we will likely have the system set up in the coming days, but that if we could report today, the report would not likely improve her score. As a result, we are confused as to why this is a problem for her. It is important to note that this vehicle was purchased with no warranty expressed or implied, however soon after she purchased the vehicle 2 repairs for a battery and after that a fuel gauge issue were paid for by our company in order to satisfy Ms. [redacted]. We operate businesses in one of the most economically challenged regions of Virginia. Because of this we know that many good folks in our community have had difficulties obtaining auto loans and thus, we have extended terms to some of our neighbors and friends. We make every effort to sell quality vehicles and to provide a satisfying experience to all of our customers. We feel that we have provided a good vehicle, stood behind the vehicle even when we were not obligated to do so, and as soon as possible we will accurately report Ms. [redacted]’s payment history to one or more of the credit reporting services. Because we do not control any of our customer’s willingness or ability to pay their respective payments on time, we cannot, and have not guaranteed that purchasing any vehicle will absolutely improve an individual’s credit rating. Sincerely yours, [redacted] Director of Operations Nelson Automotive Group

Consumer

Response:

I was approved to get a vehicle from many different businesses, but I chose to buy a vehicle from Nelson due to my payments being a little lower. The whole reason behind me buying a vehicle was to improve my credit score due to me just coming out of bankruptcy. NEVER was there any type of conversation stating that you guys were in the process of reporting to the credit bureau in the near future. Why would I buy a vehicle from somewhere if you were not reporting to the credit bureau? I made my payments on time every month up until October when I found out you guys were not reporting. [redacted] my salesman NEVER mentioned to me that you guys were working on the issue of reporting to the credit bureau and I have witnesses and a recorded message stating otherwise. I spoke with [redacted] back in December and he also said that he wasn’t sure why it wasn’t reporting. Now he states he told me it would be reporting in the near future. I would have never bought the car if that was the case. I was only purchasing the vehicle to improve my credit score and also was told that in 6-8 months I would be able to trade it in. Every week there is a new excuse since October about reporting. The salesman told me he would fix the gas gauge problem once I was able to bring the car back to him since it was something that I noticed when I bought the vehicle. You guys have failed to return phone calls and again you have had an excuse every week since October about when you would report to the credit bureau. I have asked for a refund of my deposit and to return the vehicle and yet again you failed to respond which lead to me having to contact the Revdex.com. I just want to return the vehicle receive my $1000 deposit back and be done with the business. I was lied to throughout this horrible experience and I would like my money back and return the car with no obligations to it. I do not live in Martinsville and haven’t lived there in years and only came there thinking since I knew [redacted] and knew he was a decent guy I would be able to get my credit score higher since they would be reporting. I have tried to speak with many different people in management and in the business office , but yet they have failed to come up with a solution. Regards,[redacted]

Review: I dropped my 1969 International Scout 800A off at Nelson Ford in September 2014 to get it refurbished for my sons 16th birthday party at the end of January 2015. I spoke to [redacted] who was representing Nelson Ford in this transaction. I explained to him the work I needed and he agreed that he had the capability to complete it all there. The following items are what he agreed to:

All parts and labor to complete the following:

- Run through the motor to ensure there are no major fixes needed, new radiator, replace all seals, hoses, plugs, wires, etc

- Clean up under the hood and make it look presentable

- New brake lines, new fuel lines, power steering conversion, disk brakes conversion

- New exhaust pipes

- All body work needed to prepare the vehicle for paint

- All seals on the exterior of the vehicle

- Repair the windshield

- Roll cage with 4 points of floor contact – 2 by the front seats – 2 behind the back seat

- Fabricate replacement bumpers – front and rear – dual tubular – both to be covered with spray in bed liner

- Seats and dash professionally covered – seats with a waterproof material in camo – later we agreed to change this to black vinyl to look more factory and black vinyl for the dash

- Paint outside – metallic silver with clear coat - minimal paint on doors and dash to match the outside paint

- 12” Grant steering wheel to replace the factory 15”

- Spray in bed liner on the entire floor, full interior of the back panels, partial doors, inside roof, and roll cage

- Lift kit – we didn’t specify an aftermarket one and later agreed to your team fabricating it

Initially the agreement was a la carte payment for each item but it became apparent very quickly that keeping up with it that way was going to be very time consuming. [redacted] asked me about 2 weeks in to the project if we could go to one lump sum so he didnt have to waste time keeping up with everything. I asked him how much and he said $5,000. I agreed and it was settled. He explained from the beginning that he was going to use my vehicle as filler work for his guys when they were slow and told me thats how he was going to keep the cost down on the body work. I told him that was fine as long as I had the vehicle back by Jan 20th. He agreed. I started paying at that point $1,000 at a time to get to the $5,000. I made a total of 3 payments and my son had given [redacted] $250 in cash before the bottom fell out of the deal.

Fastforward to Christmas. I go to the Ford dealership to check on my Scout the day after Christmas. I see [redacted] pulling out of the parking lot. We stop to talk and I ask him whats up. He said that [redacted] had just fired him after 21 years of employment. I made small talk around that for a few minutes then asked him what the plan was for the Scout. He said he needed to talk to [redacted]. I went home and called [redacted] myself. He didnt answer so I left a message. I called the service desk and talked to his service advisor as well as the mechanic [redacted] who I had been communicating with about the vehicle the whole time. [redacted] told me that [redacted] had came back to them asking how much time they had in each of the outstanding projects that were in the shop because he didnt have any paperwork stating the time that was charged to them. [redacted] told him that everyone had worked on the Scout a little over the 3 months it was there but they didnt have any time logged. [redacted] demanded a number so they told him 200 hours. [redacted] used $12,000 as the number I should have been charged for the body work alone in his argments as to why he wont give me my money back. I continued to call [redacted] every day for 4 or 5 days with no answer. He finally called back that Saturday morning and had [redacted] and [redacted] with him. [redacted] said that he was turning the project over to [redacted] to finish but that he would still complete the bumpers and the roll bar at the Ford dealership (neither of these two items were completed by the dealership and the roll bar still doesnt exist). I told [redacted] that he was still responsible for the job and that he needed to follow up on it to ensure it was completed. He agreed. I asked [redacted] for copies of all work orders and/or authorization to work on my Scout and he said he would get them for me. I knew there were none because I hadnt seen any and I definitely hadnt signed or approved anything.

At this point the Scout was already in the paint shop so [redacted] had to wait until it was done to start his work. I was mostly concerned about the safety related issues being resolved before the cosmetic but the Power Steering and Disc Brake conversion kits hadnt even been ordered. I asked [redacted] several times about these two items specifically and he said he was running out of time. I figured it was a lot to track and asked him if he wanted me to order them and that would just count as the rest of my payment to complete the $5,000 and he said yes. So I ordered the parts and had them delivered to his shop. Fastforward again to the weekend of Jan 17th. I called [redacted] to see what was left to be done. The list of what was done was much easier to list. Nothing had been done since it left the paint shop. I asked to take off Wed, Thur and Fri of that week to help finish the work so I could deliver the vehicle on my sons birthday. Invitations had been sent, the catorers had been lined up and the guest list was in place. I arrived at [redacted]s shop and the spray in bedliner had been completed on the inside of the body but not on the inside of the roof (that still isnt done). The list was long of things that werent done so I started digging in and pushing it along. We worked 14-15 hours a day for 3 straight days until the vehicle was close enough to being done deliver. I delivered the vehicle and everything went well. Three days later I receive a bill for $3526.47 from [redacted] with [redacted] Automotive on it. I text [redacted] to tell him he needed to resolve this because if there were any other bills they should be sent to Nelson Ford where I paid my money to and who my agreement was with. He never responded. I then sent him an email with attachments of where money was spent, what was left to do and who had received all the money to do the work. I will try to copy and paste this below. [redacted] didnt respond. I have text several more times asking him to refund my money or to send [redacted] the money to pay the bill for the work he had agreed to do and he refuses to respond to me anymore. I need help. [redacted] has text me twice wanting his money but his money has to come from [redacted]. That who I paid to do the job! In addition to the brakes and power steering I also paid $850 for the seats to be redon which was supposed to be a $400 job. So I have paid over $2000 additional out of pocket for work that was supposed to be completed by Nelson Ford as filler work but is now being upcharged due to having outside vendoers doing the work because it was poorly managed from the beginning by Nelson Ford.Desired Settlement: I would like for my $3000 to be refunded by Nelson Ford in order to pay the person they subcontracted to finish the work they started but refuse to talk to about resolving payment. In addition I would like for them to finish the work they agreed to or pay to have it done. Below are the costs and explanations. I will send a copy as an attachment once we talk so it isnt so distorted.

Nelson Fords Responsibility:

Amt Left

All parts and labor to complete the following: Nelson to

Ford [redacted] Me Complete Notes

1 Run through the motor to ensure there are no major fixes needed, new radiator, replace all seals, hoses, plugs, wires, etc $600

2 Clean up under the hood and make it look presentable $20 4 cans of spray paint

3 New brake lines, new fuel lines, power steering conversion, disk brakes conversion $400 $1,558 $400 The brake and fuel lines were never done as agreed. I purchased the power steering disk brake kits for $1558 from [redacted]. This would have been a lot cheaper if it was pulled from the junk yard but Nelson Ford waited until the last minute to research it and it could not be finished.

4 New exhaust pipes $300 The exhaust was never completed as agreed.

5 All body work needed to prepare the vehicle for paint $150 $1,000 The only materials used by Ford was 4 - 4x8 sheets of sheet metal and some tubular steel for reinforcement. [redacted] paid $1300 (line 11) to finish the subpar metal work and for the paint. I have pictures of both the subpar metal work and the paint job. There was clear coat dripping off the truck, the paint was already cracking because it wasn't done correctly, and there is still "icicles" hanging from the back hatch and fenders that was never fixed. The paint has to be redone. The paint shop also broke a side window that had to be repaired and is included in the $650 below in number 7.

6 All seals on the exterior of the vehicle $421

7 Repair the windshield $650

8 Roll cage with 4 points of floor contact - 2 by the front seats - 2 behind the back seat $750 This was not completed as agreed and is still outstanding. Would have cost around $75 in metal if it had been completed at the Ford Shop as agreed.

9 Fabricate replacement bumpers - front and rear - dual tubular - both to be covered with spray in bed liner $450 This wasn’t completed by [redacted] as agreed. [redacted] had to fabricate these at his shop.

10 Seats and dash professionally covered - seats with a waterproof material in camo - later we agreed to change this to black vinyl to look more factory and black vinyl for the dash $850 I had asked that these be finished with vinyl as cheaply as possible. We had verbalized $300-$400 for the job. When I went to pick them up I was told that it was going to cost me $850 so it was apparent to me that the necessary conversation wasn’t had when they were dropped off.

11 Paint outside - metallic silver with clear coat - minimal paint on doors and dash to match the outside paint $1,300 This was the worst NEW paint job I have ever seen on any vehicle. It was negligent and irresponsible for the paint shop to let it leave there the way that it did and I will not be responsible for a $1300 bill. It was inflated due to the shoddy metal work that was done at Nelson Ford and had to be fixed before it could be painted.

12 12" Grant steering wheel to replace the factory 15 $125

13 Spray in bed liner on the entire floor, full interior of the back panels, partial doors, inside roof, and roll cage $250 $200 The roll cage wasn’t sprayed because it doesn’t exist. The interior of the roof wasn’t completed because the project was managed poorly and Nelson Ford ran out of time.

14 Lift kit - we didn't specify an aftermarket one and later agreed to your team fabricating it $250

Incidentals $305

Total $770 $3,776 $2,783 $2,650



Me:



I was to be responsible for purchasing and delivering the tires and wheels, radio, bully bar and lights, and tow hooks $0 $0 $2,000 $0

Total $0 $0 $2,000 $0



Grand Total $770 $3,776 $4,783 $2,650





1 Our agreement was based on me paying a flat rate of $5000 for the 14 items listed above. This number made sense if the labor to complete each item was filler work when the fabricators weren't busy. Conversely, it did not make sense if it wasn’t managed properly and you ended up having to buy new parts or use outside vendors to complete any part of the job.

2 I dropped the vehicle off in September so there was ample time to work these items in before the agreed delivery date of 1/16/15.

3 I followed up on our agreement by visiting the Ford dealership every other week for 8 weeks where I discussed what was and wasn’t being done. I was told that it would be completed and that there were no issues. That was grossly inaccurate information.

4 [redacted] got fired the day after Christmas leaving 2 and a half weeks to complete the project by the agreed date.

5 I called the service department, [redacted] Nelsons cell phone, [redacted]'s cell phone and [redacted]'s cell phone a total of 37 times the week following and received no response. Five days later I received a call (which I recorded) from [redacted] and [redacted] from Nelson Ford. I reiterated the items that were agreed upon and what was left to be completed. [redacted] said that he would finish the bumpers and roll cage (which were never completed) and that [redacted] should complete the rest for the $1700 left to be paid by me. The remaining $3000 that I had already paid to Nelson Ford was spent on labor according to [redacted] and [redacted]. Conversely, when I talked to [redacted] the Service Manager and [redacted] right after [redacted] got fired I was told by both of them that [redacted] was trying to wrap up some of the outstanding jobs that [redacted] had left open and was inquiring as to how many hours they had spent on each vehicle. When they told [redacted] they didn't know and that it had been over a period of several months he insisted on them giving him a number since nothing had been documented. At that time the number 200 hours surfaced and created a huge bill that had nothing to do with the initial agreement. I told [redacted] and [redacted] on this call that my agreement was with a representative of the Nelson Ford dealership and that they weren't off the hook and needed to see this through to make sure the job was completed. [redacted] agreed and said that he would do so.

6 As you can see above, numbers 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13 and 14 were not completed by Nelson Ford as agreed and was subcontracted to [redacted] to complete. Additionally, I have already paid $2783 above what was agreed upon and I just received a bill for another $3526.47 for services rendered by other vendors through [redacted]'s shop (which I will attach as well) which puts me at $9559.47 on a $5000 agreement - most of which is due to 1) poor project and time management which required outside vendors to finish a job that could have been completed in house 2)[redacted] being fired in the middle of the project 3) having to buy new parts for the brakes and steering instead of taking them off of a junkyard car due to #1 - poor project and time management. There is also $2650 (contract pricing) of items that were not completed that still have to be and will cost more for the same reasons given above. I have documented every step of this process in timeline order, I have our last three calls recorded, I have texts from both [redacted] and [redacted] beginning in September all the way through the 2nd week of January documenting what was being discussed and agreed upon, and I have pictures from beginning to end with dates and times attached showing the subpar work that was completed as well as the work that wasn't completed that we had agreed upon.

Nelson Ford paid for the least amount of parts but received 65% of the agreed upon amount ($3000). I paid out an additional $2783 that should never have happened but needed to in order for the vehicle to be done in time for delivery. There is an additional $2650 left to finish the work that was agreed upon, and according to [redacted], I now owe him an additional $3526.47 that has to be paid within 30 days that should have been billed through Nelson Ford since thats who my agreement was with. I have no work order stating what was done from beginning to end, nor did I at any time sign a release for $3000 in body work just to prep for paint to be done, which coincidentally had to be redone and paid for a 2nd time. I will not be responsible for the charges in question so we need to get this resolved in the next 3 days (ending 1/30/15) or it will be up to a higher authority who pays the additional $3526.47 for the work that was completed and for the $2650 of remaining work that has to be done. I will eat the $2783 I have paid that was supposed to be included in the agreement if this is settled by 1/30/15. Otherwise, I will be including that in the settlement amount.

Business

Response:

Thank you for your correspondence regarding case number [redacted].Currently this matter is being reviewed by legal counsel in an attempt toreach a resolution. As such, I am unable to speak directly to the factsregarding Mr. [redacted] case.lam forwarding a copy of your prior communication and this response tothe law firm of [redacted] for inclusion in the case file.I will contact you with a final explanation of our position as soon aspossible. Please feel free to contact me directly at the above listedphone number if I may be of any further assistance.Sincerely,[redacted]Operations DepartmentNelson Automotive Group

Business

Response:

According to the company comptroller the case was settled last Friday. The details of the settlement were confidential.Call me if I can be of further assistance.[redacted]Nelson Automotive Group###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,