North Country Stoves Inc

Crossroads provided the vehicles for the sales at the Cassville ***. The advertising was done by ** *** and the sales was conducted by *** ***. Crossroads has partnered with these groups in the past. As far as the mailer goes, ** *** takes steps to not deceive or false
advertise. There is intentionally large font type directly to the right and as close to the prize board intentionally to have it right there and very noticeable. All flyers clearly state there's a game by default, because its called the PRIZE SQUARE GAME, and right next to it are easy rules. HOW TO WIN: and the most important wording is there, is states in easy to read font in an easy place to see it, IF YOU'RE SCRATCH-OFF MATCHES ONE OF THE PRIZE SQUARES BELOW, YOU HAVE WON ONE OF THE FIVE PRIZES! Clearly stating that if you have matching square to scratch off you have won ONE of the prizes, and just below that to stay with the theme and expand upon it IF YOU ARE A WINNER, COME TO THE DEALERSHIP DURING EVENT HOURS TO SEE WHAT YOU HAVE WON! Again clearly able to read and clearly able to see that a matching scratch off to a prize simply means you've won of the prizes and to bring your mailer into the event to see what you've won. The mailer goes on to clearly state, "HAVE YOUR ACTIVATION READY" Never a mention that you won whats on the scratch off, in fact the opposite, simply that you've won one of the prizes and to come in and see what you've won. There were winners mailed for all prizes. The truck and wheeler are insured and were mailed out in the mailing, the TV, up to $Walmart Card (and a $*** card winner was mailed), as was a $cash winner. Its also why even though most states don't require it, we still put the odds of winning in each prize box so they can be seen right there with the prizes. Each and every mailer will have an activation code to the right of the address that when they checked the prize board before leaving to see what they won, any salesperson or manager would've shown the person their reservation number and the numbers on the PLAINLY VISABLE, 3'X3' prize board so that they saw what they won which is also broke down on the prize board thoroughly set out so that's its very easy to explain. The last thing a guest would do before leaving is go to this prize board and be shown what they have won. *** never has many issues so its rarity but its probably a couple of customers who either didn't listen or didn't stay to see the easy explanation with the volume of traffic. Crossroads Chevrolet did nothing wrong or did we in any way make attempts to mislead or promise anyone that they'd won any particular prize. Attached is a copy of the mailer with activation code and the prize board that show what each code wins

Initial Business Response /* (1000, 5, 2015/08/05) */
Indeed Mr*** did buy his FJ Cruiser here at CrossroadsWe did provide him with a temporary tag, which still has time on itHowever we have NOT been avoiding anythingWe've attempted to reach him several time over the past month,
including time yesterdayThis can all be confirmed by our call monitoring softwareWe have overnighted his title work to himHe does have the tracking # as wellThis was all discussed yesterday with him
Mr*** has spoke with several employees here at Crossroads which may be a reason for some of the confusion, we've went from hand delivering it , to him picking it up, to now us overnighting itHowever the issue is handled and he will have his title work today(8-5-15)
We do value his business and want make him happy, but when we give a day temporary tag, sometimes it takes an actual daysWe don't feel like we were trying to deceive anyone and we've made every effort to do right by Mr***
Crossroads considers this matter closed

Mr. [redacted] did trade his Kia Forte with us at Crossroads for a new 2017 Chevrolet Silverado.  However, when Mr. [redacted] was in store with us, HE PROVIDED all credit and income information to us and then signed 3 separate times that in information that HE PROVIDED was correct.  Mr. [redacted] then...

signed a menu explaining his choice of warranty and GAP protection as well as his choice to get $1200 for taxes totaling in a $720 monthly payment.  Mr. [redacted] also signed a “WE OWE” explaining that he’d receive approximately $1200 back for taxes and if taxes were more than $1200 he’d be responsible for the difference. We have been in contact with [redacted] Banks and they’ve informed us that Mr. [redacted] has had complaints like this several times.  For these reasons, we at Crossroads Chevrolet Cadillac know we did nothing wrong and see no reason for any type settlement and the complaint is not justified.  Copies of these documents will be provided. Thank you [redacted] Managing Partner Crossroads Chevrolet Cadillac [redacted]

Initial Business Response /* (1000, 5, 2017/03/28) */
Crossroads Chevrolet was not aware of [redacted]'s total loss until we received this complaint. Most customers that are involved with a total loss come in to the store and we file the claims with the customers present, get a copy of the...

odometer statement from the insurance company and proof of total loss, and we also cancel the service contract if the customer has one. The claim was filed thru [redacted] directly "which is a 3rd party" and not thru us. [redacted] had a total loss on 10/27/2016 according to [redacted], Mr.[redacted] filed a claim with [redacted] on 12/22/2016, on 1/30/2017 a check was mailed to [redacted], and finally Crossroads sent a remainder check to [redacted] in the amount of $562.24 on 2/8/2017. Crossroads Chevrolet has no responsibility for the payoff of Mr. [redacted]'s vehicle and we are not holding up anything on our end. We tried to reach out to Mr. [redacted] today and he said he was to busy to talk and he would call back on Saturday. We are willing to try to help Mr. [redacted] in any way, but the claims made by him are completely false.

Initial Business Response /* (1000, 5, 2017/03/30) */
This Escalade purchased by the [redacted] was purchased in early July of 2016 from Crossroads. Prior to purchase the vehicle passed safety inspections in both New York and Missouri within [redacted] miles of when the [redacted]'s purchased it. So, in NO...

way was it unsafe at the time of purchase. This can be verified through [redacted] which was made available to the [redacted] at time of purchase.
In regards to Mrs. [redacted] attempted phone calls, I was out of the office the week of 3/20. When I returned to the office on Monday 3/27, I did attempt to get in touch with the [redacted] to help solve this matter. In my absence, Mrs. [redacted] did schedule an appointment with our service department for the 24th. However, she didn't make it in at 2:30 and told our service director, [redacted] whom had called and left a message after a no show or call on the appointment. Mrs. [redacted] called back around 3:00 and stated that she wouldn't be making it in that nobody confirmed the appointment.
I did get the chance to speak with Mr. [redacted] for over 30 minutes the week prior in efforts to come to a resolution. During the call that's recorded I asked 5 times how Crossroads could help out, what he needed help with, and asked if he wanted to come down along with providing information on factory warranty, I car certified dealer etc. I also had my service manager present and a sales-manger. [redacted] explained to me about the car accident that his wife had going 5 mph and she only rubbed a pole. Somehow this rubbing caused a list of damages including, broken upper and lower control arm, broken wheel, front bumper damage, broken stabilizer, damaged front quarter and driver side panel, etc. The total of the damages was over $[redacted]. Nothing about an $[redacted] repair bill equates to a minor car accident.
I have spoken to Mrs. [redacted] on the phone a few times and exchanged emails several times. I have explained to her my call with Mr. [redacted] and its facts that went on and it was nothing like she typed in the Revdex.com complaint. I don't understand how they put new brakes on the vehicle months before the accident and nothing was ever mentioned about such likely hood of rust to this degree or even when the vehicle was wrecked in October.
I have offered to give the [redacted] fair market value for their Escalade in order to trade them into a vehicle more to their liking. By doing this I'm taking a large risk because I will now have a to attempt to resell the Escalade that will have a branded [redacted] including an accident that apparently caused over $[redacted] worth of damage.
Again, we'd like to try to help the [redacted] out, but Crossroads in no way mislead or misrepresented anything to the [redacted]. Refunding the purchase amount is simply out of the question since the car is now 9 months older, has more miles, most importantly has been involved in an accident and sat at a body shop per Mr. [redacted] for 5 months.
We are (Crossroads and [redacted]) trying to get together this weekend and are in contact with them by phone and email to possible trade them out of the current vehicle. Again, Crossroads is trying to help the [redacted] out and our goal is to have a happy customer. Crossroads will go above and beyond to help our customers out. Please close the case.
Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/01) */
Contact Name and Title: [redacted]/Owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@crossroadsjoplin.com
Responses in order of concerns:
1) Warranty coverage for additional 30K miles that was already covered by Dodge. Dodge does...

have a powertrain warranty to 5 years or 100K miles on odometer. The time would expire on 8-1-18 or 100K miles, whichever comes first, but only covers the powertrain, which the purchased service contract covers until 9-28-18 or until 109,467 on the odometer, whichever comes first. In addition to powertrain, which this coverage extends. It covers components of steering, electrical systems, front and rear suspension, brake system, fuel system, air conditioning, and interior and exterior latches, hinges, handles and shift level. All of these additional coverages are included in the Dodge powertrain coverage. In the electrical coverage alone, the wiring harnesses to the engine and dash can be very expensive, not to mention all of the power options.
2) He states the cost an additional $5000, when in actuality it was an additional $3270.
3) He was offered different packages and also shown what the payment would be with no additional coverages and chose a package with gap and a service contract.
4) We would be glad to cancel his service contract and send the money to his financial institution, since they actually paid upfront for the additional coverage. We need a cancelation form signed and can fax, email or conventional mail the cancelation form to Mr. [redacted] if that is more convenient that coming to the dealership.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
That would be fine ,if he could mail it to me all would be ok ,thank you
Final Consumer Response /* (3000, 9, 2015/12/16) */
That would be fine,if they could mail it to me so I can sign it all would be ok
Final Business Response /* (4000, 11, 2015/12/21) */
Forms are being mailed to Mr. [redacted].

Initial Business Response /* (1000, 5, 2016/07/05) */
[redacted] did come in and co-sign with her daughter [redacted] on June 28, 2016. [redacted] filled out and signed a credit application and gave [redacted] the wrong social security number. We did the car deal based off the credit information we...

obtained. Both [redacted] and [redacted] signed a spot delivery agreement stating Crossroads Chevrolet is delivering the car based off the information obtained and the car deal isn't approved. It if stated for the customer to agree to provide the lending institute any and all documents required to finance the vehicle. When [redacted] finance department send over the credit application to the lender a red flag goes up ad credit alerts/fraud. A message came up wrong social security number. So the lender asked for a copy of the social security card for proof. When management contacts [redacted] she stated she gives out the wrong social all the time and states she is forgetful. When [redacted] get the correct social security number and submits it to the lender we find a drastic difference in credit history and credit score. Now after two days the deal can't get approved based off credit and credit only. [redacted] asked for the vehicle to be returned and it was on June 2, 2016. We had written on the corner of the windshield not for sale. As for the windows Crossroads never had them down. The vehicle went from being traded in and sat in same spot for 72 hours with keys looked up in sales office. We are sorry for the inability to not get the vehicle financed, but based off the two different files and credit scores from the information [redacted] gave us with the wrong social security number this isn't [redacted] fault. We try hard and do our best to achieve the goals of our customers. At this time we can't get the deal approved based off the information we received from the customers credit file and with the lenders. Again sorry for any inconvenience that has occurred. We worked the car deal with the information as fast as we could. This transaction took less than 72 hours. Please close this case. Thanks, [redacted] Management
Initial Consumer Rebuttal /* (3000, 7, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I let them know if the SS number was wrong tell me, & I'll give the other number, they said it was fine & was my number. There was cat litter in trunk of car, & wet from rain inside trade in car.My daughters car has sold wrote it too, have picture it too. It was not June 2, we did the deal June 28. The guy who told us to bring car back, kept saying he's not in the bubble, & told guy who sold us the car leave, this was none of his business. The guy who sold my daughter the car said it was the right SS number when asked him 2x if it was, he said yes. So if the number wasn't right, when asked should of told me. They didn't ask to see our SS cards either when we had them on our person just in case they needed it too. Salesman knew this too. The guy who had us come in, was very rude also, talked to us like we were kids, kept saying not in bubble when asked what was going on. Just kept saying I gave wrong SS number. Was saying it's the banks fault. I always tell people if the first 3 numbers are not right tell me I'll give the others, or look at my SS card. Still no signing of anything when brought car back. We don't know who we were going to pay payments too either. The trade in car was there from Tues the 28 of June, that's more than 72hrs, that's 6 days. They need to tell the truth, & stop lying about stuff, they can't even get dates right either.
Final Business Response /* (4000, 9, 2016/07/06) */
Sorry it was a typo. Meant July 2 not June 2. July 2 is when the vehicle was returned. The customers knew within 72 hours of working the transaction that the vehicle wasn't going to be financed based off credit. Also the reason you have no paperwork showing the lender is it was never finalized with one. That's why you signed a spot delivery agreement stating the vehicle isn't financed and the terms of the agreement. The writing we put on the window is for us as a team to determine if we are retailing it or wholesaling the unit. The vehicle was marked but never left our lot. It was a wholesale piece we got a bid on. We have cameras to back this up. The 72 hours is from when we notified the customer we couldn't get the deal financed from the 28th. Those 3 days management was in contact with [redacted] The financing is based off credit from the actual social security number of [redacted] don't know peoples social security number or know if it's right or not. How are we to know if the first 3 or any of the numbers are accurate???? It's not possible for us to know that. We would never tell any customer its okay to give wrong social security number. Again we are sorry we wasn't able to secure financing we would have loved to but it's up to lenders not [redacted] If needed we would do a complementary wash on vac on the car if that helps out in any way. If not again we are sorry for any inconvenience and hope this matter is closed.

Initial Business Response /* (1000, 5, 2016/09/12) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@CROSSROADSJOPLIN.COM
Mr [redacted], We would like to set up a specific time when you can bring the vehicle down and let us try to resolve this situation. ...

Please contact me directly. My name is [redacted] and our phone number is XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am waiting to see what they will or won't do.
Final Business Response /* (4000, 9, 2016/09/14) */
We try our best to satisfy our customers. We have asked for the customer to set up an appointment so we can go over the issues. I think we showed we will help our customers by fixing an issues after the purchase. Now a 2009 vehicle with 90k miles isn't going to be perfect. No vehicle is.Please call [redacted] or [redacted] at XXX-XXX-XXXX to set up an appointment to cover any issues. We will do our best to help our customers within reason. This is our second attempt to reach the customer through the Revdex.com along with phone calls with no attempt to come in.

Initial Business Response /* (1000, 5, 2016/09/29) */
Crossroads Chevrolet Cadillac did not and has pulled Mr. [redacted] credit. We have an outside service that we have pull credit for us. So if we would have pulled it, it wouldn't have shown up Crossroads Chevrolet.
That being said we do work a...

another service, [redacted], that does do a "soft" pull on customers. This isn't done through Crossroads, and the scores and credit bureau are not provided to us. Crossroads does not have Mr. [redacted] social security number in order to pull his credit.
Mr [redacted] was informed all of this from members of Crossroads staff and a member of the vehicle exchange team.
We have no record of his credit on file and if he could provide proof that we did in fact run his credit we could investigate further. We would be glad to find a resolution with Mr. [redacted], however Crossroads simply didn't do what is being claimed in this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I would like to thank Crossroads Chevrolet Cadillac LLC (hereinafter referred to as CCC) for a timely response. I do appreciate it.
In response to and in answering questions posed by CCC's response dated 9/29/16 I would like to offer the following:
- I did speak to the folks at [redacted] who explained to me that on behalf of and request of CCC they: mine customer data of service drive customers; obtain certain consumer credit information and return that data to CCC so that CCC can use that information to determine a customers' equity position and evaluate sales opportunity. [redacted] explained that a key benefit they offer dealers such as CCC, is that they can obtain this information deliver it back to the dealer without a Social Security number or date of birth. To that end, since they perform this service for CCC and not themselves, that's why the credit inquiry is listed as CCC.
Again, they explained that any questions regarding the inquiry should be directed to CCC. As a consumer I'm caught in a finger pointing game. This is why I reached out to the Revdex.com. At the very least this business is sharing personal and private information with a third party in order for a consumer credit report to be obtained.
The bottom line is, no matter what entity technically made the inquiry, is that my consumer credit file was obtained in connection with a routine vehicle repair at CCC. They should take responsibility for that and provide answers to the questions as stated in the original complaint.
Last, I do have copy of my credit report showing an inquiry by CCC. I offered to provide that to them in my original conversation with them. I am more than willing to provide that however I am unable to upload it to this response. If someone can provide me information as to how to provide that to them, I'll make it happen. Also, for convince sake, if CCC can define what they consider "proof" of the inquiry. That'll avoid future back and fourth.
In an effort to resolve this and eliminate the finger pointing, maybe myself, the Revdex.com, CCC and [redacted] can schedule a conference call to discuss? Or maybe CCC can provide me documentation that they have no involvement with what [redacted] does? I'm open to discussion of the issues at hand to obtain a quick and simple resolution to this matter.
Thanks,
[redacted]
Final Consumer Response /* (4200, 13, 2016/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears based on the last response from Crossroads Chevrolet Cadillac LLC that we can never arrive at a resolution.
In a previous response Crossroads offered to investigate the matter if I provided them with "proof" they obtained my consumer credit information. I have offered to provide that and still offer that. However it appears that they are not willing to work with me any further toward reaching to resolve this issue.
In closing, based upon the asseration by Crossroads that they did not obtain nor did they did provide any party any information to obtain my consumer credit file, I can only assume that they as a company are victims of identity theft and that some other entity is using their company name and address to obtain consumer credit files. I would strongly encourage them to take steps to stop this including reporting it to the applicable investigative authorities.
I came forward with an honest and willing intention to resolve this. It is unfortunate that Crossroads does not feel the same.
Final Business Response /* (4000, 11, 2016/09/30) */
Crossroads Chevrolet Cadillac did not pull Mr. [redacted] Credit and we don't have his social security number to pull his credit. A 3rd party company compared his name and address with Experian credit bureau. Same as all Credit card companies do and use for pre-approval offers they send out to consumers. We have not pulled Mr. [redacted] credit and with our first response, if we actually did pull his credit it would not show an inquiry from Crossroads but would appear as [redacted] not Crossroads, we mistaken that in our first response. Sorry! I'm sorry that Mr. [redacted] does not understand that. We even got him on the phone with [redacted] who does the VE program and he spoke with [redacted] the manager who informed Mr. [redacted] of the same. At the end of the day his credit was never pulled. If he looked at his credit file he would probably see the same thing from credit card companies over the years. Crossroads is sorry for the inconvenience, however Crossroads never pulled Mr. [redacted] Credit. Please Close the case.

Initial Business Response /* (1000, 10, 2016/12/08) */
Crossroads Chevrolet Cadillac in NO way is trying to deceive anyone or false advertise with this mailer. We do apologize for the [redacted] family's confusion, but the flier does state multiple times that if you match 3 prize boxes you have won...

ONE of the possible prizes and you MUST bring in your key and activation code to determine what you've won.
On page 7, it's mentioned twice. Once, that matching 3 gift boxes means you have won ONE of the available prizes, then again in the disclaimer it says again that you must bring mailer in to the dealership and compare it to the prize board to determine and claim your prize. Then on the back page, the mailer again states "If you are a winner, come to the dealership during event hours to see what you have won. Have your activation code ready!"
Crossroads has used this mail piece before and each time the grand prize has been mailed out. We've given several prizes from a new Honda ATV to $300 in lottery tickets to $100 prizes down to $1 lottery tickets. Our intention again, is not to deceive the public in the least. We run a fair and honest business and will continue to do so. Crossroads can't be held responsible for a customer assuming that they've won one prize, when it turns out they've won another.
Initial Consumer Rebuttal /* (3000, 12, 2016/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not just our confusion. I showed the flier to a person with a Master's degree and they specifically said this is false advertising. Another friend was screaming with excitement for our family because they were also lead to believe that we had won a 25,000 dollar cash box. I asked both of those people to look over the whole flyer to see if we were missing any information as to why we wouldn't be the Grand prize winners. They couldn't find anything. I even read the fine print on the back and it just explained that it's a 1 in 40,000 chance to win a grand prize but nothing again CLEARLY stating to come and match the activation code BEFORE you can win that specific prize. Why would you have someone scratch off a specific box that says 25,000 cash box which is the three in a row if that is not what is intended to give the person? It doesn't make ANY sense ....if you all do not want people to think they have won a Grand prize then just put a three in a row "WINNER sign and Come and see your prize." That way they do not come to your company thinking one thing and receiving another. There are many ways this flyer could be changed as to not lead someone in a false direction. Why are you not open to changing ANY of the flyer with the knowledge that it has really offended someone? All it says on the flyer is "Match any three and you have WON." But people are going to think that they have WON what was scratched off So my question restated is why have someone match a XXXXX gift box three times if that is NOT what they are going to win? The ways you all have it stated on the flyer says to call in with the activation code first because that's what I did. On the phone, they tell you that you are activated and to come claim your prize. The lady on the phone also said that she couldn't tell me what I had won but that I had to come in person to find out.....still setting up people for suspense that it's a really great prize.....I wouldn't not have driven 30 to 45 minutes in cold weather to pick up a lottery ticket. Can you copy and paste for me on the flyer where it said to come and compare it to the display board? My whole family and 2 other people did not get that idea at all from the flyer. I would like a picture of that part of the flyer, not a quoted version of it. I don't think my request to change your flyer is unreasonable. It would have been nice to ask for the cash box that I thought we are going to pick up. I am just asking that you all could have integrity in your flyer.
Final Consumer Response /* (4200, 18, 2016/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is repeating what was already said in the first response. We are just stating the same views back and forth to each other. Is there any way to find a solution for this issue?
I would request that you DO not have people scratch off 3 places that say 25,000 dollar cash box if that is not what they are going to win. You said in your response that matching prize boxes do not correlate with what people win and my question is WHY would you do that.....it's confusing the public and setting up people like my family for a huge disappointment.....my husband has always wanted a truck and up this point we have not had enough income to purchase one, so it's very disturbing to get a piece of mail offering a Grand prize cash box or truck and not to receive that as a prize. In the list that you stated of what you have given away, there is no truck or 25,000 dollar cash box listed. I don't see any attachment that you took a picture of your flyer and posted it on the conversation. I read over the flyer multiple times and had several people read it over.....the public is not getting the impression that you are stating and I need to see a picture of the actual flyer in the spots that you are sending quotes.
Final Business Response /* (4000, 15, 2016/12/12) */
On page 7, it's mentioned twice. Once, that matching 3 gift boxes means you have won ONE of the available prizes. Also again in the disclaimer it says again that you must bring mailer in to the dealership and compare it to the prize board to determine and claim your prize. In it goes on to explain matching gift boxes do NOT correspond with prize won, only that it is a winner of some prize. I've attached a copy of this and underlined what we feel best describes this.
On the very back page, new the top left in big letters it states "If you are a winner, come to the dealership during event hours to see what you have won. Have your activation code ready!"
Crossroads has used this mail piece before and each time the grand prize has been mailed out. We do have a major prize winner each time as well. We've given several prizes from a new Honda ATV to $300 in lottery tickets to $100 prizes down to $1 lottery tickets.
Our ad agency makes sure these mailers are approved from an advertising integrity point well before they are ever mailed out.