North Shore Gas Company

T
04/10/
Ms*** ***
Revdex.com Corporate Office
*** ** *** ***
*** *** ***
Complaint ID# ***
Dear *** ***
In reviewing the complainant’s areas of dispute with Smart Rewards Corp., the marketing company Cavender Toyota hired for
the promotion in question, we are assured that their legal department goes through a very extensive process before promo material is approved for distributionCavender Toyota expects no lessThe afore mentioned marketing company, in the interest of preserving our business relationship and resolveing this concern, would like to provide the complainant a GoPro Hero S cameraThis is the only offer that will be made to close this complaintIf this is acceptable, please have complainant contact *** ***, Customer Experience Director for Cavender Toyota at *** to arrange delivery
Regards,
*** ***
General Manager
ell us why here

Complaint: ***
I am rejecting this response because:the salesperson is a representative to the consumer and honoring the initial request is the only acceptable next stepI believe the business should stand by their people when the mislead a person and use deceptive sales tacticsProper training was not given and resulted in me losing the opportunity on another vehicle I was looking at.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: No email was sent to meI wish to have an email sent to me by the general manager in regards to resolving this matter and receiving part or a full refundThe response is that there may have been a misdiagnosisI am out of the country and need a specific point of contact to call at the dealership so as to resolve this matter
Regards,
*** ***

Revdex.com:
Much of what Cavendar represented to me was untrue, and they are denying itUnfortunately, I have no way of proving it. I do not want to return the car but I do want it fixedIt still makes the same shaking motion and noise when idling, but it has gotten worse
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Cavender Toyota just revealed another violation, Since when car dealerships are allowed to record audio and video without the customers permission? By law they have to get my permission to record any type of video or audio, and they failed to do that.
Regards,
*** ***

To Whom It May Concern,
On August 20, Mr*** brought his Toyota Rav in stating that he added three quarts of oil in-between his oil changesHe services his vehicle at an independent shop so we did not have any of the oil change records in our filesWe began the process of
inspection per the Toyota Warranty Enhancement Program ZEThe engine oil was changed at that time and set to the correct levelThe customer was informed, as per the program instructions, to return between to miles to re-inspect the engine oil levelHe returned on September 3, and had only driven milesThe oil was inspected and found to be at the correct levelHe was asked to continue to drive to complete the test of to miles from the original inspectionHe then returned on September 19, and had driven a total of milesThe engine oil level was inspected and found to be at the correct levelAll of the inspections were performed by the same technician under the supervision of the shop foreman using the guidelines set forth in the Warranty Enhancement ProgramThe program had a termination date of October 31, No further claims can be submitted after that date
Mr*** contacted the Toyota Experience center to seek assistanceIn December and January Mr*** had contact with the Toyota Experience CenterThey ultimately informed him that based on our findings the engine did not use excessive amounts of oil and declined any assistance
We strive to provide the best service possible to our customers while following the guidelines set forth by the Toyota Warranty Policies and Procedures manual
*** ***

To whom it may concern:On July 18, 2015, *** ** ***, entered into anagreement to purchase a Toyota Camry from Cavender ToyotaWithoutviolating any privacy norms, the aforementioned vehicle was delivered to Ms.*** on a “conditional delivery agreement” which provides time for
thedealership to secure financing for the vehicle based on terms and conditionsagreed upon by both partiesIn the event that the dealership is unable tosecure financing, the terms are null andvoid and both parties either agree to modified terms, if possible, or both parties agree to return to theirposition prior to any business taking placeThis is the least favorableoutcome of allOn August 12, 2015, Ms*** and Cavender Toyota wereable to work out some modified terms that secure favorable financing for Ms.***We appreciate the inconvenience that this uncertainty has caused Ms.***, but we look forward to a long term relationship that will be mutuallybeneficial. Regards, *** *** GenMgr

Complaint: ***
I am rejecting this response because: This is a defect with the paint itself, not "water spots", and I cannot help but feel that I am being dismissed yet again. As I stated in my original complaint, I'm demanding to have this problem taken care of once and for all, and or replace my vehicle with another new vehicle sans the paint defect. When I took my newly purchased vehicle in to be washed to remove the "water spots", the workers scratched my hood that day, damaging my vehicle, which forced me to return for yet a different problem, and the "water spots" remained present all over the vehicle. I have a copy of the invoice (#***) dated 3/14/from Cavender's vendor (Master Match Inc) which indicates "hood repair/refinish", however, the hood remains damaged (scratched) and the overall defects with the paint still remain "water spots". I have an issue with the dealership's statement of a repaired scratch on the hood, yet the scratch is still present. I cannot tell what, if anything, was done in that case. All I know for certain is the "we owe" invoice #*** did not properly address the "water spots" covering this vehicle. We already know that washing the vehicle does not address the paint defect. We also already know that the "refinishing" did not repair the scratch, as the scratch is still present.I hesitate to agree with Ms*** proposed response as she may not have been given all the facts concerning my claim. If all this was about a simple car wash, I would not be filing a complaint with the Revdex.com
Regards,
*** ***

Tell us why here
*** *** ***
Revdex.com
Re: Complaint ID# ***
*** ***,
Cavender Toyota is a franchise Toyota dealer operating within a privately owned state distributorship which is Gulf States Toyota, headquartered in Houston, TexasOperating under
this distributorship, Cavender Toyota only has availability to offer for purchase the Toyota models that Gulf States Toyota distributes to its franchise dealersIf an individual goes to the “Why Buy Toyota” website there will be models shown to be available nationally, but not all of those vehicles are available in the Gulf States Toyota region of the countryThe Tundra SR Double Cab with the work package in the 4Xmodel with the 4.6L engine is available in our region, but the 4Xversion is notWe have been advised that a 4XTundra SR model with the 5.7L engine can be special ordered. Such an order could be filled within a time period of 4-weeks. Of course if one was acquired sooner we would inform Mr*** of such availabilityPlease let Mr*** know that we would be happy to explore the possibilities of trading his Tundra in for the 5.7L model
*** ***
General Manager

05-17-
*** ***
Revdex.com Corporate Office
*** ** *** ***
*** *** ***
Dear Ms*** ***,
On Feb28, 2017, customer purchased a new Toyota HighlanderThe vehicle had some water spots on the paint that needed
to be removedThe customer was given a “We Owe” form noting the areas of the vehicle that required attentionAn appointment was set up for our service department to take care of the concernsThe spot removal was not complete and in the process the hood was scratched and had to be repaintedOur customer has been inconvenienced and we are committed to addressing all concerns. On 05-17-17, Mr*** ***, our Customer Experience Director, contacted the customer and set up an appointment for Monday, 5-22-to complete the spot removal process, repair a scratch, and reinstall the paint protective film on the hood
Thank you,
*** ***
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:During the purchase of the vehicle I was informed that I was purchasing an "84" month policyThe term of the warranty was repeated several times overDuring the sale your agent failed to disclose to me verbally that this "84" month policy was in fact only monthsHad this information been properly explained to me I would not have purchased the warranty as I would have realized it was not worth the costCavender used a deceptive sales practice to promise an month warranty that was only half that coverageIn other words why call something months if it is never going to actually run that lengthIf Cavender wanted to be transparent with their customers they would call it what it actually isThey should do the courteous thing and sell a customer a warranty with the actual length of coverage at the point of saleInstead of selling me an "84" month warranty, Cavender should have sold me a month warranty as that is what they claim I purchasedAn informed customer would then have no confusion as to what was being purchased. To further confuse customers Cavender then prints out the purchase agreement and states in print that I am purchasing an month policyOnce again there is an opportunity here for Cavender to be transparent with the purchase, but instead and once again, they choose to blur the purchase with a deceitful practiceWhy list a month policy as months? Why confuse the customer when it only takes a moment to add up the actual warranty term and print itThe warranty purchase agreement should clearly state that I am purchasing a month policy at the listed priceAnyone looking at this document can clearly see that the practice of printing the wrong coverage term is not in the customers best interestAlso, during the vehicle purchase a customer is signing so many documents that they seldom have the opportunity to really read the fine printThe fine print on this contract basically says that whatever the sales person says to me means absolutely nothingOnce again, totally against the best interest of the customerMisleading customers this way should be illegal.
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@***.com
I spoke with Mr*** informed him I'm rebilling account #XXXXXXXXXXXXX @ *** *** *** unit # *** back to May 20, Any
negative credit reporting will be removedMr*** has my name and phone # if any questions
Please consider this inquiry closed

Te
04-26-
*** ***
Revdex.com Corporate Office
*** ** *** ***
*** *** ***
Re: *** *** ID# ***
Dear *** ***,
On 4/22/at 9:AM, complainant submitted an on-line request for
information on a Jeep Compass on the Cavender Toyota web siteThe vehicle was priced at $10,Our salesperson provided a contact phone number, and confirmed availability and the priceThe posted price had been entered incorrectly and was corrected at 9:23amThe customer and our salesperson were unaware that the price had been changed to $14,The customer set an appointment to come see and drive the vehicle, and she advised the salesperson that she would be going to her credit union to arrange financing prior to coming to the dealershipUpon arrival, the customer was informed that the vehicle was in transit but the sales paperwork could be completedThe customer asked to see other similar vehicles that were comparably priced that would be available for immediate deliveryThe customer selected another vehicle and asked if it was the same priceThe salesperson went to management to confirm pricing, and he was informed that the incorrect price had been discovered and changed to $14,that morningThe customer was very disappointed that the price was in error, and was not interested in considering any compromise on this visit
The accuracy of our on-line pricing is vital to our business and this error is regrettableAfter completing our investigation of this mistake, we reached out to the customer and apologized for the inconvenience and offered a reduction of $2,off the correct priceThe customer stated that the only acceptable price was the original priceManagement reviewed the entire matter and agreed to adjust the price accordinglyUnfortunately, the customer informed us that she had purchased another vehicleWe failed to Make Confidence Happen
Regards,
Marion Palmore
General Manager

Initial Business Response /* (1000, 5, 2015/06/04) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
I have been in contact with the customer of record regarding her inquiry and have apologized for the inconvenienceThe refund has been processed and the customer has been
informed the check will be issued within the next 1-daysWe have also reached out to our Billing Department regarding her inquiryFuture estimated bills will reflect a decrease in consumptionPlease consider this case closed

Complaint: ***
I am rejecting this response because: This is the same type of canned response I always get when contacting north shore gas If needed I can provide phone records of my calls
Sincerely,
*** ***

07/21/
*** *** ***
*** ** *** ***
*** *** ***
*** *** ***
Complaint:
Ms***,
Customer purchased a Toyota Ravserial# *** on June 18, with an odometer reading of 33,milesThe
vehicle was eligible for a vehicle service agreement (VSA), up to a total of months or 100,miles from the original date and mileage at which the vehicle was placed in service by the original owner of the vehicleThe original mfr’s warranty start date was 04/03/2010. The VSA expired months from that date; 04/03/or upon the vehicle reaching 100,miles on the odometer whichever came firstCustomer purchased a TCUV Certified Platinum Toyota Extra Care VSA and the terms are very specificTherefore, we respectfully decline customers request to extend coverage or a refund on this vehicle service agreement
Regards,
*** ***
General Manager

Tell us why 2-09-2018Ms*** *** ** *** ***
*** *** ***
*** *** ***Complaint: Dear Ms***,Regarding the complaint in question, we have spoken to the customer on several occasions, in person and several managers on the phoneThere is no
disputing the facts presented by the customer by anyone at the dealershipThe salesperson told the customer that his offer did not sound unreasonable and that he would “accommodate” the offerThe customer asked that the salesperson to give him the final numbers so that he could just come in with a check and not waste his time or oursThe salesperson told him that he could not do that because his manager requires that all negotiation be done here at the dealership in personThe customer agreed to come in and finish it upThe salesperson presented the offer and it was not approvedThe customer said that he had been told that that his offer was accepted and that the salesperson had misled him into thinking his offer had been approvedThe customer was rightThe manager apologized and explained that the salesperson was not authorized to approve price adjustments or accept offers or counter offersThe customer was advised that his offer was not acceptable, and until there was a mutual agreement in writing there was no dealIn consideration of the fact that he had been misinformed by the salesperson, the manager offered the customer an $reduction in the advertised price, which the customer turned downOur policy is very firm regarding this process and our salesperson was in violationThis has resulted in disciplinary action that has resulted in a one week suspension without pay for the salesperson and his removal from our internet sales teamAgain, we apologize to the customer but we are prepared to honor the reduced offer while the vehicle is available. Regards,*** ***General ManagerCavender Toyota here

Initial Business Response /* (1000, 5, 2015/09/24) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@integrysgroup.com
I spoke with Mr***, informed him we well contact the *** & *** to have any negative credit reporting removed
from his Credit ReportWe also e-mailed him a copy of that letter
Please consider this inquiry closed any questions please contact me

We want to help and we are currently exploring all options available to us that will allow us to better serve our customer. We are also going to hold firm to our previously stated position in this matter and would gladly provide video and audio proof that validates our claim. We helped a customer save a substantial amount of money over the duration of his loan and we did exactly what was asked of us. We hope this helps. Thank you.
 
 
 
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