Reliance Homes, Inc.

Folsom Lake Ford (FLF) and Mr. *** are both frustrated by *** *** *** ***'s (***) handling and urgency of these concerns. As clarification Mr*** did in fact, complete the correct form of "Cancelation" for the GAP Insurance on December 13,
2017. As described on the form of "Cancelation" it states the "process can take between 6-weeks (6th week is Jan24th - 8th week is Feb7th) and that FLF complied with the appropriate time frame for processing. FLF did issue the check for $CK# *** on Jan31, to *** (within the 6-weeks) with Mr***'s acct number, name, VIN# and also the check was sent to the correct address of ***. The form also states, FLF "Will Not Call Lenders to Verify" the receipt and credit of any monies returnedTherefore, the best practices are exactly what Mr*** is doing. FLF and Mr*** have No idea what *** did with the check so FLF cancelled that check on 3/30/and issued another check #for $with all the pertinent information on the checkHopefully this check will be received and credited by *** to Mr***'s account. Regarding the ITRACK refund Mr*** requested the ITRACK cancelation and FLF issued the refund of $to *** on 3/7/18, which *** cashed on 3/14/with all Mr***'s correct informationFLF has a "tracking sheet" and "Proof of Delivery" for 3/12/18. Once again *** has the $and both FLF/Mr*** are trying to understand what *** is doing with the moniesAgain, best practices are for Mr*** to follow. At this point Folsom Lake Ford and Mr*** have processed the refunds correctly and we are waiting on *** to credit Mr***'s account. As a word of advice I would allow some processing time for *** then follagainPlease remember it's a "credit" to the account and doesn't reflect on current payments, rather on pay-off or the end of the payments balance

Mr*** came into the dealership with a letter/recall (from Ford Motor Co.) for a possible extended coverage of an exhaust temperature sensor which we inspected per Ford Motor Co. Ford motor company would pay for it if it had needed to be replaced which in this case
it did not. He also complained of an oil leak which was separate from the letter/recall and authorized us diagnostic time to look into this issue. After diagnosing the oil leak we told him it needed a Nox Sensor and a vacuum pump to correct the problem and also gave him an estimate for this issue. Mr*** declined to do the work at Folsom Lake Ford and paid the diagnostic time and took his truck He may have done the work elsewhere but I am not sure about that. The fee he paid had nothing to do with the letter from Ford and there is nothing we did wrong here. Thanks

I am rejecting this response because:I purchased this vehicle brand new The transmission failed in Feb Folsom Lake Ford made a repair on the transmission This repair failed months later When I brought it back, they claimed the transmission needed to be replaced at a cost of $ I asked them why they didn't replace it last year when it was under warranty They have not provided me with an answer This repair performed in was simply a patch to the transmission designed to get me out of the warranty period Now that I'm out of the warranty period, they won't stand behind their product This vehicle only has 67,miles on it We have other trucks in the fleet with over 300,miles on them For Folsom Lake Ford to simply patch a transmission then dismiss this issue is borderline fraudulent I expect this transmission to be replace at no cost to me, as it should have been last year when it had the same issue

If Ford would have allowed us to replace transmission moths ago we would have because we get paid to do warranty work and Folsom Lake Ford would have made more money by replacing it but it didn't call for a replacement at that time and we did the fix according to Ford motor company. We did not patch this to only make it last until the warrant was out and this claim is absurd. Ford Motor company provides the warranty on the car and we are an authorized dealer to do the work. This issue should be with Ford motor company and not Folsom lake ford. We did not build the car and don't warranty it. We are an authorized dealer that works on the vehicles when they are covered. Thanks

While we feel bad that Mr*** is having issues Folsom Lake Ford has not done anything wrong in this caseFolsom Lake Ford did a warranty repair in Feb on this vehicle. We followed a published technical service bulletin on this vehicle per Ford Motor Company to fix the problem at the
time. We did not do this so it would last until warranty is expired as this claim is ridiculous Folsom Lake Ford gets paid to do warranty work from Ford Motor Co. and we would never do this. We followed instructions from Ford to fix issue which it did. month later the truck now is having issues and unfortunately it is not covered anymore and Mr *** will have top pay for the repair. We would be willing to give him a discount to assist but Ford Motor Cowill not cover it anymore therefore we can not do it for free. We did nothing wrong here

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes, we had sat on the bed and used the restroom. We had just drive from *** *** ** and had been in the vehicle for hours. We were traveling with children and the weather was awful. We were exhausted and had planned on ordering pizza to the room and relaxing while watching TV. My husband and kids were already sitting on the bed closer to the restroom and I went to use the restroom. When I came out, I sat on the bed closer to the door and that's when the I saw the bugs. We decided to leave the room and was going to *** *** to find something to spray the beds as a precautionOn the way there, I was googling what to do to try and kill the bugs. The more we looked, the more grossed out we gotWe stopped at another hotel to see if they had any time available and were told they did so we paid for it, grabbed a bite to eat and went back to the Days In to speak to the manager.
Regards,
*** *** *** ***

Regarding Revdex.com Case #[redacted]This was our NASCAR race weekend.  Our cancellation policy is 30 days prior to the race (3/26/18)This guest checked in around 3:00 pm on 3/24/18.  At approximately 6:00 pm he came to the front desksaying he was leaving there were bugs in the room and he wanted a...

refund.  He was told we could not give him a refund but would gladly move him to a different room.  He refused a different room and left.We went to the room to inspect it and took the attached pictures.  We found no bugs and they had definitely used the room.If there are any questions or further info needed, please advise on our [redacted] email address.Sincerely Management

Revdex.com:
I have reviewed the response made by the business in reference to my concern. The $646.00 for [redacted] has been credited to my [redacted] account but the $800 for GAP has not. I am not satisfied that this continues to drag on--I contacted Ford Credit on 6 April 2018 and they still are telling me that Folsom Lake Ford did not submit the refund to them.

Here is a copy of the signed estimate from [redacted] prior to us checking out the issues other than the recall.  The estimate was for 292.00 but the bill was only 245.00 when it was picked up and signed by maybe [redacted] wife.  There is an attachment of both

I am rejecting this response because:
I was told that Ford Motor Company will pay for the inspection regarding the recall letter, they told me about the oil leak in the truck and I told them I already know about it and I told them the reason why I did bring my truck to the them it was because of the Ford recall letter not for any other diagnostic, so I'm demanding the return of the $245.00 I was demanded to pay or my vehicle will not be return it.

I am not sure why [redacted] didn't cancel the gap insurance 5 years ago when the loan was paid off.  Over 5 years have passed and it is no to late to get any money back as its time or miles and to come in and cancel 5 years later the Gap company will not reimburse a claim from 5 years ago.  We have no where to go on this one.  Had [redacted] cancelled the gap 5 years ago when the loan was paid off we would have had no issue getting a cancelation and she would have gotten most of it refunded

I am rejecting this response because:  I wasn't told there's a deadline.  I was just told if I don't need it I can cancel anytime.

Complaint: [redacted]
Thank you for the apology note written here.  We are still awaiting the discoloration to be fully removed.  As stated before, they had begun, but have yet to complete the process.  We were told it would be done yesterday or today, so we are hopeful it will be completed today.  Since we have no written guarantee that they will complete the work, we feel it unwise to accept the response in full until the cleaning is complete.  While typing this, I just received a text from Justin.  He has had the flu for the last few days and says he hopes to get our home taken care of tomorrow. We will send another message as soon as he is able to come and finish the job.Just so Reliance has my name correct, it is [redacted], not [redacted].  The small details do matter to clients/customers.
Sincerely,
[redacted]

[redacted] purchased her Ranger on August 31st 2010 and also purchased Gap insurance at that time.   She had gap coverage during the last 6 years and 8 months leading up to March 2017 when she came in to cancel it. While I don't have the gap coverage form she either had gap for 5,6...

or 7 years.  If she had gap coverage for 5 or 6 years the coverage expired and there would be 0 refund. If she had gap for 7 years there could be a refund of less than $50 but we would need her original gap form to see if there was any left.   Her asking fir a full refund of gap is impossible as she had gap coverage for 6 years plus and now that she paid off loan does not entitle her a full refund of insurance she had coverage on.  She had the protection of gap coverage during her loan and she doesn't get a refund in this case.  If [redacted] can provide us her copy of gap we can see if there is any refund due to her but would be less than $50 at best.  Otherwise this case should be closed.

Check for gap was received on Thursday April 12th.  I imagine by now it has been credited to the account.  The reason it took 13 days to arrive is the check was sent back as [redacted] had changed there address for payments from dealers so we had to re send to a different address but they have it now

August 18th, 2016       Dear [redacted] & [redacted],   This letter is  a written apology for any reference in which you felt that Reliance was  inferring that you had used bug spray around your doors which could have led to yellowing around your doors.  Honestly,  after all the different people that we sent out to look at the issue, we could not come up with anything that would have given us a clue of what had been  done there to cause  the yellowing. There was nothing in the actual step by step building process that could have caused it. I as the, warranty manager,  was unaware  that the painters had been back out to do additional paint work around the doors after closing the house. If I would have had this made known to me up front, then I would have said that it was definitely something that the painters had used. And, at that point I would have sent them right out to do the power washing, But nowhere in the process of having several people go look at it was I told this information. So, I apologize for how long this process has taken and look forward to this issue being resolved.   Thank you for your patience.   Sincerely,   Judy *. M[redacted] Warranty Manager

We received the following response from the business: ---------- Forwarded message ----------From: Judy M[redacted] <[redacted]>Date: Wed, Aug 3, 2016 at 1:35 PMSubject: Re: CID [redacted]To: Revdex.com Dispute Resolution <[email protected]>In answer to this complaint... We...

have not been just ignoring the home buyers and have spent time trying to resolve the issue with them. Yes, it did look like an insecticide had been used, as one of our subs had seen this once before where that was the case.  I told the homeowner that, but since they told us that they had not used an insecticide we tried to figure out what it may have been, as there was no process in the building of the home where someone would have gone out and sprayed something around the doors after the house was done. We had several people look at it trying to resolve what in fact it was.  Later after, the homeowner had the product tested and then shared with us on the phone that the painters had actually had to come back and fix some paint around the doors after the house was built  did we realize that it was a paint product most likely.   We have a subcontractor that is waiting to schedule a time with them to do a power wash on their home, but they have had an issue with an employee being off due to a family illness.  They told me that they have been waiting on him to get back, as he will be the one doing the power washing. That should take place soon.  I tried to contact them again today and had to leave a message.  I will get back with them again tomorrow and find out when this will be scheduled to be done. As far as an apology to the homeowner, I personally apologized to them when we discussed this matter  on the phone the last time we spoke.  She told me thank you for the apology then.  I guess she must want it in writing. Anyway, we are not ignoring them, but are trying to get the time set up for this to be done. Our subs are extremely busy and everything has to be scheduled.