Mr [redacted] is absolutely correct, that part would probably run $to $at GraingerHowever, there are many other factors that HVAC contracting businesses must account for in our pricing thatthe customermay not be aware ofSome things that business owners have to account for are Insurances (vehicle, liability, fire, theft, property, workers’ compensation), Specialized training for our technicians and other field personnel, Vehicle maintenance, fuel, test equipment, Taxes (income, property, business, social security, employment compensation), advertising, specialty tools, warehouse, office space, quality control, stock of replacement parts, telephones, lights, service management administration, office equipment, computerization, business expenses (legal counsel, recruitment, etc.), employee benefits, office staff, stationary, office supplies, and postage are some other expenses we incur in order to be available when you call us out on Saturday to diagnose and repair your broken A/C systemWhen our Service Professional arrives at your home, it takes many important decisions and costs to get our vehicle and materials on site to complete the job to your satisfactionConsider that the professional at your home has undergone many hours of initial training, as well as a variety of on-going training and study programs to keep up-to-date on ever changing technology in our industryAt Air Services, we make sure we are providing our team with the latest training so you can have peace of mind that the work was performed well, and to your satisfactionLike a doctor, who has an office, a staff, and the need to keep updated on the latest practices in medicine, we too have these hidden costs associated with keeping our Service Professional in peak condition, to service your home at the highest level possibleSo, when you see your service professional at work, please understand that there is much more that goes into performing the work professionally; so you remain a loyal and valued customer of Air Services Unlimited.It is definitely not my intent to take advantage of any of my customers for without our customers--we are nothingWe service all of the surrounding counties in Southeast Texas and are not limited to only Hardin CountyI take pride in the fact that Colony Air Conditioning is part of Air Services UnlimitedThe only area that I see where we deviated from company procedures for a service call is the fact that we did not let him know how much the repair was going to cost up frontIt is strict company procedure to let the customer know what is wrong and give pricing prior to making any repairsI stand behind our 100% customer satisfaction guarantee, if our customer is not satisfied we will not rest until they are 100% satisfied with our servicesI attempted to reach out to him when he left a review on facebook, but he stated that it was not necessary to contact himI want Mr [redacted] to be confident in the service that we provide; if he is not happy with the price he paid, I invite him to call me at the office (409) 842-and I will discuss refunding a portion of the price he paid
Complaint: [redacted] I am rejecting this response because: I contacted Revdex.com the same night I was sent home in a vehicle that didn't make it out of the parking lotAfter contacting the Revdex.com I sent a few emails to the owner as well as the GM and heard nothingThis is when I made the trip to speak with the GM in person and she told me she would look into what happened as well as what was said to me and get back to meI still haven't heard back from her Regards, [redacted]
Mr [redacted] , Ultimately, my service technician did not follow procedure when he was at your home Saturday prior to making the necessary repairs to your unitThat mistake is on usI have explained the various costs of operating a HVAC company and why we charge what we chargeConsidering that we responded to your service request on Saturday, performed diagnostic services, and made the proper repairs in order to get your system back online; please tell me what you think a fair resolution to this situation is and we will move forwardI stand behind my company's 100% satisfaction guaranteeThank you, [redacted]
The customer purchased a used vehicle from Ehrlich Toyota on 10/25/17, the vehicle had 83,on it at the time of sale and was purchased as-isDuring the sales process of purchasing a used vehicle, a guest is provided with the [redacted] report and repair order documenting repairs performed at Ehrlich Toyota during the used vehicle inspectionAfter the purchase, the customer contacted Ehrlich Toyota and advised that she had taken it to [redacted] of Denver as a result of a flat tireDuring the tire repair, the dealership also provided a video was provided to the guest which identified a CV boot that was leakingThe vehicle was brought back to Ehrlich Toyota on 11/20/(mileage 84,549) to have vehicle inspected for CV boot found by [redacted] dealerAt the time of inspection this was determined to be a maintenance concernAs I advised the guest, she purchased a vehicle with 83,miles, it is not a new vehicle, and with any vehicle, it is not new and will require maintenance as a cost of ownershipIn the interest of customer satisfaction and as an act of goodwill, Ehrlich Toyota offered to cover the cost of repairs for the CV boot Parts were ordered and the appointment was scheduled to have it repaired, Ehrlich Toyota also provided a vehicle to the guest to drive during the repairs so that she wasn't inconveniencedOn the day of the repairs (11/30/mileage 85,532), I met with the customer on a number of times and offered the guest to not wait at the dealership to make it easier on the guestShe declined on a number of occasions to take the loaner vehicle home and have her vehicle delivered to her when it was completedAs a result, she was at the dealership (in-and-out) throughout the dayAfter the vehicle was returned, there was an additional concern which required additional attentionThe guest ultimately took the loaner vehicle home and Ehrlich Toyota delivered the vehicle to her after the repairs were completed.The guest arrived at the dealership on December 13th and asked to speak to a managerI advised that I was able to address her concernsThe customer advised that she wanted to express her concerns regarding the experience while she waited at the dealership all day for the repairsI advised that when she and I had talked on the day of repairs, I had offered her multiple times to take the loaner vehicle home and we would deliver the vehicle to her when it was completedThe customer acknowledged that she declined the offer and was waiting for the vehicleAfter speaking to her she said that she was appreciative of the conversation as she had tried to email the dealership via the Contact Us link on our website and hadn't received a responseAfter our conversation, I got with the digital marketing manager and identified a concern with the website routing the Contact Us form to an incorrect email address; this has been fixed.Ehrlich Toyota has gone above and beyond after the sale to offer goodwill assistance for the guestNo additional repairs will be made on the vehicle as it is was sold and the customer was aware of that at the time of sale.Jessica Z [redacted] General Manager Ehrlich Toyota [redacted]
[redacted] rI met with the guest in person and advised her that no additional assistance will be made, she filed a complaint with the Revdex.com within a day or two of meeting with herEhrlich Toyota will not be participating in any additional repairs to the vehicle.Thank you.Jessica Z [redacted] General ManagerEhrlich Toyota [redacted]
This guest purchased a vehicle new from Ehrlich Toyota on 10/3/The vehicle has a new vehicle comprehensive warranty for three years or thirty-six thousand miles, whichever occurs firstThis warranty covers defects in workmanship and materialsThe vehicle has been brought into our dealership on the following dates since purchasing the vehicle:10/- Customer stated that the CEL, pre-collision and VSC lights came on and the vehicle would not go over a few miles per hourThe customer had the vehicle towed to the dealership, customer had just filled up with gasThe vehicle was tested by our master diagnostic technician and repaired and is operating as designed at the time it was returned to the customer.10/- Customer stated that teh radio would not turn on and they sat in the vehicle for less than minutes listening to the radio waiting for the vehicle to startThe customer said that the vehicle had no power and the brake pedal was depressed, no lightsEhrlich Toyota was unable to duplicate the concern, vehicle operating as designedThe key fob battery was replaced as it tested weak and covered under warranty.11/- Customer stated the vehicle has no power and will not start (vehicle towed in)The tow truck driver brought the vehicle in and stated that the positive battery cable end was ready to fall off, he tightened it and the vehicle was driving and had power with no concernsThe customer also advised Mark Moore during this visit and advised that they wanted to get out of the vehicle.The customer has not inquired about trading the vehicle in, if they would like to trade in the vehicle, Ehrlich Toyota will provide a trade-estimate on the vehicleThe vehicle is operating as designed, if there are any further concerns, the vehicle is covered by the comprehensive warranty provided by the manufacturer, ToyotaThe customer has already contacted Toyota's National HQ (Customer Experience Center) and spoken to the case manager regarding their concernEhrlich Toyota is happy to trade the vehicle in, mileage, usage and depreciation with apply to the vehicle traded-inIf the customer is looking for additional information, it would be handled at the National level with Toyota (Customer Experience Center)
Tell us why here...Ehrlich Toyota's offer to trade the vehicle in is still available. Ehrlich Toyota is happy to trade the vehicle in, mileage, usage and depreciation will apply to the vehicle traded-in.Toyota, which manufactured the vehicle offers a comprehensive warranty on the vehicle. The vehicle is covered under the manufacturer's new vehicle warranty for any defects in workmanship for years/36,miles (whichever occurs first)Ehrlich Toyota has repaired the vehicle in accordance with the Toyota comprehensive warranty when it has been brought to the dealership, and as the customer has stated, the vehicle is operating as designed at the time of the response. In addition, the customer has made statements to employees at Ehrlich Toyota stating that they wanted to get out of the vehicle.If the customer is seeking a replacement vehicle, that request should be directed to Toyota's National Customer Experience Center which handles these requests
Miss ***, I did forward your information to my Service Manager for him to reach out to you and survey your call as we discussedApparently he has not gotten back with you in a timely manner which does not help this situationI have already processed a refund check for the full amount which you
were charged, and it went out with the mail this morning (10/3/2016)As I explained when I spoke with you on the phone; I do appreciate you letting me know this happened and I have taken steps to remind my field personnel as well as reprimanding the technician that was involved in this service experience that this is NOT how we treat our customers and furthermore, to ensure that it doesn't happen in the futureIt has been a failure from the word go on this service experience and for that I am responsibleI do not want you to think I "bait and hook" my customers to make moneyI want all of my customers to be 100% satisfied with their service experience--sometimes we as humans fail, as is painfully apparent in this situationI do stand by my word as a man and a business owner of honesty and integrity. Without our customers, we are nothing--that is our mantraI am truly sorry for all of the inconvenience and if you should see fit, I would like the opportunity to earn your business again in the future Sincerely,*** S***
This is the response we submitted to the Toyota Customer Experience Center when the customer contacted them on 12801/2017.:Dear ***,Thank you for your patience and allowing me time to check into the payoff issues as stated in your CEC case #***I have reviewed your concerns with the
Management Team and it has been determined that you are responsible for the $699.00, which is the difference in payoff balance owed on your *** lease.It is a policy of Ehrlich Toyota that all trade payoff amounts are verified with the lender for your lease turn in before sending a check for the vehicle payoff.*** requires leased vehicle pay offs to be handled through the originating dealer and n o through *** Motor Credit*** Motor Credit did not inform Ehrlich Toyota about the additional fees associated with your *** lease.Ehrlich Toyota contacted *** *** in FtCollins and were advised of the actual payoff balance of$24,(which was the amount provided by *** plus $for a total of $25,483.29)Ehrlich Toyota has paid this total amount in order to expedite the release of the title for your trade vehicle.I understand this is not what you expected, however, that is why we have every buyer acknowledge and initial that you, the buyer, guarantee to pay for any differences in payoff amount (on the Buyer’s Order and Authorization Payoff Forms)Please see attached documents for copies of your Buyers Order and Authorization Payoff Forms.Please let me know how you would like to provide payment for the balance dueI am happy to have our Office Manager send a secure encrypted link for credit card payment or if you prefer to send a check,** please let me know.Sincerely,Judy K***Customer Relations Manager***Please let me know if you would like to set up a payment schedule. Thank you
Complaint:
I am rejecting this response because:
Sincerely,
*** *** This is very true except the part about not speaking to him I spoke to *** at 1:6/21/He told me that he stood by the charge and that was basically it So I did call back and try to rectify thisThis is not anger issue I was very polite and so was he I did put this on facebookI told the story the way I saw itbut we did speakI understand there is overheadBut if a company has to overly charge a individual to justify owning a business Then they should maybe rethink there fees I do know this when I buy a loaf of bread and all this was passed on to me I couldn't afford it So I stated what I think needs to be done and that's not my final say there are other legal outlets *** ***
This guest purchased a vehicle new from Ehrlich Toyota on 10/3/The vehicle has a new vehicle comprehensive warranty for three years or thirty-six thousand miles, whichever occurs firstThis warranty covers defects in workmanship and materialsThe vehicle has been brought into our dealership on
the following dates since purchasing the vehicle:10/- Customer stated that the CEL, pre-collision and VSC lights came on and the vehicle would not go over a few miles per hourThe customer had the vehicle towed to the dealership, customer had just filled up with gasThe vehicle was tested by our master diagnostic technician and repaired and is operating as designed at the time it was returned to the customer.10/- Customer stated that teh radio would not turn on and they sat in the vehicle for less than minutes listening to the radio waiting for the vehicle to startThe customer said that the vehicle had no power and the brake pedal was depressed, no lightsEhrlich Toyota was unable to duplicate the concern, vehicle operating as designedThe key fob battery was replaced as it tested weak and covered under warranty.11/- Customer stated the vehicle has no power and will not start (vehicle towed in)The tow truck driver brought the vehicle in and stated that the positive battery cable end was ready to fall off, he tightened it and the vehicle was driving and had power with no concernsThe customer also advised Mark Moore during this visit and advised that they wanted to get out of the vehicle.The customer has not inquired about trading the vehicle in, if they would like to trade in the vehicle, Ehrlich Toyota will provide a trade-estimate on the vehicleThe vehicle is operating as designed, if there are any further concerns, the vehicle is covered by the comprehensive warranty provided by the manufacturer, ToyotaThe customer has already contacted Toyota's National HQ (Customer Experience Center) and spoken to the case manager regarding their concern. Ehrlich Toyota is happy to trade the vehicle in, mileage, usage and depreciation with apply to the vehicle traded-inIf the customer is looking for additional information, it would be handled at the National level with Toyota (Customer Experience Center)
The customer purchased a used vehicle from Ehrlich Toyota on 10/25/17, the vehicle had 83,on it at the time of sale and was purchased as-isDuring the sales process of purchasing a used vehicle, a guest is provided with the *** report and repair order documenting repairs performed at Ehrlich
Toyota during the used vehicle inspectionAfter the purchase, the customer contacted Ehrlich Toyota and advised that she had taken it to *** of Denver as a result of a flat tireDuring the tire repair, the dealership also provided a video was provided to the guest which identified a CV boot that was leakingThe vehicle was brought back to Ehrlich Toyota on 11/20/(mileage 84,549) to have vehicle inspected for CV boot found by *** dealerAt the time of inspection this was determined to be a maintenance concernAs I advised the guest, she purchased a vehicle with 83,miles, it is not a new vehicle, and with any vehicle, it is not new and will require maintenance as a cost of ownershipIn the interest of customer satisfaction and as an act of goodwill, Ehrlich Toyota offered to cover the cost of repairs for the CV boot. Parts were ordered and the appointment was scheduled to have it repaired, Ehrlich Toyota also provided a vehicle to the guest to drive during the repairs so that she wasn't inconvenienced. On the day of the repairs (11/30/mileage 85,532), I met with the customer on a number of times and offered the guest to not wait at the dealership to make it easier on the guestShe declined on a number of occasions to take the loaner vehicle home and have her vehicle delivered to her when it was completedAs a result, she was at the dealership (in-and-out) throughout the dayAfter the vehicle was returned, there was an additional concern which required additional attentionThe guest ultimately took the loaner vehicle home and Ehrlich Toyota delivered the vehicle to her after the repairs were completed.The guest arrived at the dealership on December 13th and asked to speak to a managerI advised that I was able to address her concernsThe customer advised that she wanted to express her concerns regarding the experience while she waited at the dealership all day for the repairsI advised that when she and I had talked on the day of repairs, I had offered her multiple times to take the loaner vehicle home and we would deliver the vehicle to her when it was completedThe customer acknowledged that she declined the offer and was waiting for the vehicleAfter speaking to her she said that she was appreciative of the conversation as she had tried to email the dealership via the Contact Us link on our website and hadn't received a responseAfter our conversation, I got with the digital marketing manager and identified a concern with the website routing the Contact Us form to an incorrect email address; this has been fixed.Ehrlich Toyota has gone above and beyond after the sale to offer goodwill assistance for the guestNo additional repairs will be made on the vehicle as it is was sold and the customer was aware of that at the time of sale.Jessica Z***General Manager Ehrlich Toyota***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11514964, and they refunded That's a applicable outcome I have retracted the Facebook post thanks for the time and concern mr ***
*** ***
Mr***, Ultimately, my service technician did not follow procedure when he was at your home Saturday prior to making the necessary repairs to your unit. That mistake is on usI have explained the various costs of operating a HVAC company and why we charge what we chargeConsidering that we responded to your service request on Saturday, performed diagnostic services, and made the proper repairs in order to get your system back online; please tell me what you think a fair resolution to this situation is and we will move forwardI stand behind my company's 100% satisfaction guarantee. Thank you, *** ***
Complaint: ***
I am rejecting this response because: There was still the issue of putting me and my children in an unsafe vehicleAfter I waited all day for them to fix a cv boot, they gave me the car and I didn't even make it out of the parking lot before the cv boot began clunkingThe mechanic himself told me there wasn't anything he could do because he didn't have the proper tools and what he was using, brokeWhen I spoke to someone the next day about this, I was told it was my fault because I had rushed themI have called as well as email not only the Greeley location but Fort Collins as well and keep getting the run aroundI finally drove the hours back to Greeley and the GM said she would get back to meThis was almost three weeks ago.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I am not satisfied with the outcome that I will basically be loosing out being that they will be doing the trade in and not giving me what I got the vehicle forI do want the same type of car same model same everythingI dont feel that it is right being I have no control over what has happened with the vehicleI am willing to trade my car out as long as I get the full amount for itafter all the trouble I have been through I think that it is only fair, I dont even feel safe going out of town being with the problems I have had with this car The vehicle may have been fixed with no problems but being with all I still dont have faith to be able to get up and travelThe times I have taken the vehicle in they should have caught it that the battery cable that is was not tightenedI understand that at some point their is a car that comes out to be defective I believe that mine may beI just really feel like we both need to come to a conclusion to all this
Regards,
*** ***
Mr*** is absolutely correct, that part would probably run $to $at GraingerHowever, there are many other factors that HVAC contracting businesses must account for in our pricing thatthe customermay not be aware ofSome things that business owners have to account for are
Insurances (vehicle, liability, fire, theft, property, workers’ compensation), Specialized training for our technicians and other field personnel, Vehicle maintenance, fuel, test equipment, Taxes (income, property, business, social security, employment compensation), advertising, specialty tools, warehouse, office space, quality control, stock of replacement parts, telephones, lights, service management administration, office equipment, computerization, business expenses (legal counsel, recruitment, etc.), employee benefits, office staff, stationary, office supplies, and postage are some other expenses we incur in order to be available when you call us out on Saturday to diagnose and repair your broken A/C systemWhen our Service Professional arrives at your home, it takes many important decisions and costs to get our vehicle and materials on site to complete the job to your satisfactionConsider that the professional at your home has undergone many hours of initial training, as well as a variety of on-going training and study programs to keep up-to-date on ever changing technology in our industryAt Air Services, we make sure we are providing our team with the latest training so you can have peace of mind that the work was performed well, and to your satisfactionLike a doctor, who has an office, a staff, and the need to keep updated on the latest practices in medicine, we too have these hidden costs associated with keeping our Service Professional in peak condition, to service your home at the highest level possibleSo, when you see your service professional at work, please understand that there is much more that goes into performing the work professionally; so you remain a loyal and valued customer of Air Services Unlimited.It is definitely not my intent to take advantage of any of my customers for without our customers--we are nothingWe service all of the surrounding counties in Southeast Texas and are not limited to only Hardin CountyI take pride in the fact that Colony Air Conditioning is part of Air Services UnlimitedThe only area that I see where we deviated from company procedures for a service call is the fact that we did not let him know how much the repair was going to cost up frontIt is strict company procedure to let the customer know what is wrong and give pricing prior to making any repairsI stand behind our 100% customer satisfaction guarantee, if our customer is not satisfied we will not rest until they are 100% satisfied with our servicesI attempted to reach out to him when he left a review on facebook, but he stated that it was not necessary to contact himI want Mr*** to be confident in the service that we provide; if he is not happy with the price he paid, I invite him to call me at the office (409) 842-and I will discuss refunding a portion of the price he paid
Complaint:
I am rejecting this response because: I accept the apology, but I can not buy the explanation Your service manager did come out and inspect my unit and address my complaints He was nice and professional and very apologetic My problem with this is that he did validate my concerns There were no apparent leaks and the need to replace my compressor because of age, condition and leaking valves were unfounded As a matter of fact he actually found that my unit doesn't even have valves; so there is nothing that can leak from valves that are not there So, here is my issue I asked "***" if your employees are on a commission and he told me no So, why would an employee (service technician) lie to me and try to sale me something that I do not need if there were no gain in it for him? I can come to no other reasonable conclusion for this other than your staff is taught this practice of cheating customersI know this sounds harsh so if you can tell me of another reason I would be glad to hear it Thank you for refunding my money for the service call I have decided that I can not use your company again in good faith I am already wondering if *** did something to my unit in the attic when he went up there today to "look around"; in hopes of proving me wrong down the road Please, keep in mind that I have already had another company inspect it and nothing was found to be wrong with it prior to *** looking at it See, how these things can really make a customer question a companies honesty?
Sincerely,*** ***
*** *** *** *** ***rI met with the guest in person and advised her that no additional assistance will be made, she filed a complaint with the Revdex.com within a day or two of meeting with herEhrlich Toyota will not be participating in any additional repairs to the vehicle.Thank you.Jessica Z***General ManagerEhrlich Toyota***
Mr [redacted] is absolutely correct, that part would probably run $to $at GraingerHowever, there are many other factors that HVAC contracting businesses must account for in our pricing thatthe customermay not be aware ofSome things that business owners have to account for are Insurances (vehicle, liability, fire, theft, property, workers’ compensation), Specialized training for our technicians and other field personnel, Vehicle maintenance, fuel, test equipment, Taxes (income, property, business, social security, employment compensation), advertising, specialty tools, warehouse, office space, quality control, stock of replacement parts, telephones, lights, service management administration, office equipment, computerization, business expenses (legal counsel, recruitment, etc.), employee benefits, office staff, stationary, office supplies, and postage are some other expenses we incur in order to be available when you call us out on Saturday to diagnose and repair your broken A/C systemWhen our Service Professional arrives at your home, it takes many important decisions and costs to get our vehicle and materials on site to complete the job to your satisfactionConsider that the professional at your home has undergone many hours of initial training, as well as a variety of on-going training and study programs to keep up-to-date on ever changing technology in our industryAt Air Services, we make sure we are providing our team with the latest training so you can have peace of mind that the work was performed well, and to your satisfactionLike a doctor, who has an office, a staff, and the need to keep updated on the latest practices in medicine, we too have these hidden costs associated with keeping our Service Professional in peak condition, to service your home at the highest level possibleSo, when you see your service professional at work, please understand that there is much more that goes into performing the work professionally; so you remain a loyal and valued customer of Air Services Unlimited.It is definitely not my intent to take advantage of any of my customers for without our customers--we are nothingWe service all of the surrounding counties in Southeast Texas and are not limited to only Hardin CountyI take pride in the fact that Colony Air Conditioning is part of Air Services UnlimitedThe only area that I see where we deviated from company procedures for a service call is the fact that we did not let him know how much the repair was going to cost up frontIt is strict company procedure to let the customer know what is wrong and give pricing prior to making any repairsI stand behind our 100% customer satisfaction guarantee, if our customer is not satisfied we will not rest until they are 100% satisfied with our servicesI attempted to reach out to him when he left a review on facebook, but he stated that it was not necessary to contact himI want Mr [redacted] to be confident in the service that we provide; if he is not happy with the price he paid, I invite him to call me at the office (409) 842-and I will discuss refunding a portion of the price he paid
Complaint: [redacted] I am rejecting this response because: I contacted Revdex.com the same night I was sent home in a vehicle that didn't make it out of the parking lotAfter contacting the Revdex.com I sent a few emails to the owner as well as the GM and heard nothingThis is when I made the trip to speak with the GM in person and she told me she would look into what happened as well as what was said to me and get back to meI still haven't heard back from her Regards, [redacted]
Mr [redacted] , Ultimately, my service technician did not follow procedure when he was at your home Saturday prior to making the necessary repairs to your unitThat mistake is on usI have explained the various costs of operating a HVAC company and why we charge what we chargeConsidering that we responded to your service request on Saturday, performed diagnostic services, and made the proper repairs in order to get your system back online; please tell me what you think a fair resolution to this situation is and we will move forwardI stand behind my company's 100% satisfaction guaranteeThank you, [redacted]
The customer purchased a used vehicle from Ehrlich Toyota on 10/25/17, the vehicle had 83,on it at the time of sale and was purchased as-isDuring the sales process of purchasing a used vehicle, a guest is provided with the [redacted] report and repair order documenting repairs performed at Ehrlich Toyota during the used vehicle inspectionAfter the purchase, the customer contacted Ehrlich Toyota and advised that she had taken it to [redacted] of Denver as a result of a flat tireDuring the tire repair, the dealership also provided a video was provided to the guest which identified a CV boot that was leakingThe vehicle was brought back to Ehrlich Toyota on 11/20/(mileage 84,549) to have vehicle inspected for CV boot found by [redacted] dealerAt the time of inspection this was determined to be a maintenance concernAs I advised the guest, she purchased a vehicle with 83,miles, it is not a new vehicle, and with any vehicle, it is not new and will require maintenance as a cost of ownershipIn the interest of customer satisfaction and as an act of goodwill, Ehrlich Toyota offered to cover the cost of repairs for the CV boot Parts were ordered and the appointment was scheduled to have it repaired, Ehrlich Toyota also provided a vehicle to the guest to drive during the repairs so that she wasn't inconveniencedOn the day of the repairs (11/30/mileage 85,532), I met with the customer on a number of times and offered the guest to not wait at the dealership to make it easier on the guestShe declined on a number of occasions to take the loaner vehicle home and have her vehicle delivered to her when it was completedAs a result, she was at the dealership (in-and-out) throughout the dayAfter the vehicle was returned, there was an additional concern which required additional attentionThe guest ultimately took the loaner vehicle home and Ehrlich Toyota delivered the vehicle to her after the repairs were completed.The guest arrived at the dealership on December 13th and asked to speak to a managerI advised that I was able to address her concernsThe customer advised that she wanted to express her concerns regarding the experience while she waited at the dealership all day for the repairsI advised that when she and I had talked on the day of repairs, I had offered her multiple times to take the loaner vehicle home and we would deliver the vehicle to her when it was completedThe customer acknowledged that she declined the offer and was waiting for the vehicleAfter speaking to her she said that she was appreciative of the conversation as she had tried to email the dealership via the Contact Us link on our website and hadn't received a responseAfter our conversation, I got with the digital marketing manager and identified a concern with the website routing the Contact Us form to an incorrect email address; this has been fixed.Ehrlich Toyota has gone above and beyond after the sale to offer goodwill assistance for the guestNo additional repairs will be made on the vehicle as it is was sold and the customer was aware of that at the time of sale.Jessica Z [redacted] General Manager Ehrlich Toyota [redacted]
[redacted] rI met with the guest in person and advised her that no additional assistance will be made, she filed a complaint with the Revdex.com within a day or two of meeting with herEhrlich Toyota will not be participating in any additional repairs to the vehicle.Thank you.Jessica Z [redacted] General ManagerEhrlich Toyota [redacted]
This guest purchased a vehicle new from Ehrlich Toyota on 10/3/The vehicle has a new vehicle comprehensive warranty for three years or thirty-six thousand miles, whichever occurs firstThis warranty covers defects in workmanship and materialsThe vehicle has been brought into our dealership on the following dates since purchasing the vehicle:10/- Customer stated that the CEL, pre-collision and VSC lights came on and the vehicle would not go over a few miles per hourThe customer had the vehicle towed to the dealership, customer had just filled up with gasThe vehicle was tested by our master diagnostic technician and repaired and is operating as designed at the time it was returned to the customer.10/- Customer stated that teh radio would not turn on and they sat in the vehicle for less than minutes listening to the radio waiting for the vehicle to startThe customer said that the vehicle had no power and the brake pedal was depressed, no lightsEhrlich Toyota was unable to duplicate the concern, vehicle operating as designedThe key fob battery was replaced as it tested weak and covered under warranty.11/- Customer stated the vehicle has no power and will not start (vehicle towed in)The tow truck driver brought the vehicle in and stated that the positive battery cable end was ready to fall off, he tightened it and the vehicle was driving and had power with no concernsThe customer also advised Mark Moore during this visit and advised that they wanted to get out of the vehicle.The customer has not inquired about trading the vehicle in, if they would like to trade in the vehicle, Ehrlich Toyota will provide a trade-estimate on the vehicleThe vehicle is operating as designed, if there are any further concerns, the vehicle is covered by the comprehensive warranty provided by the manufacturer, ToyotaThe customer has already contacted Toyota's National HQ (Customer Experience Center) and spoken to the case manager regarding their concernEhrlich Toyota is happy to trade the vehicle in, mileage, usage and depreciation with apply to the vehicle traded-inIf the customer is looking for additional information, it would be handled at the National level with Toyota (Customer Experience Center)
Tell us why here...Ehrlich Toyota's offer to trade the vehicle in is still available. Ehrlich Toyota is happy to trade the vehicle in, mileage, usage and depreciation will apply to the vehicle traded-in.Toyota, which manufactured the vehicle offers a comprehensive warranty on the vehicle. The vehicle is covered under the manufacturer's new vehicle warranty for any defects in workmanship for years/36,miles (whichever occurs first)Ehrlich Toyota has repaired the vehicle in accordance with the Toyota comprehensive warranty when it has been brought to the dealership, and as the customer has stated, the vehicle is operating as designed at the time of the response. In addition, the customer has made statements to employees at Ehrlich Toyota stating that they wanted to get out of the vehicle.If the customer is seeking a replacement vehicle, that request should be directed to Toyota's National Customer Experience Center which handles these requests
Miss ***, I did forward your information to my Service Manager for him to reach out to you and survey your call as we discussedApparently he has not gotten back with you in a timely manner which does not help this situationI have already processed a refund check for the full amount which you
were charged, and it went out with the mail this morning (10/3/2016)As I explained when I spoke with you on the phone; I do appreciate you letting me know this happened and I have taken steps to remind my field personnel as well as reprimanding the technician that was involved in this service experience that this is NOT how we treat our customers and furthermore, to ensure that it doesn't happen in the futureIt has been a failure from the word go on this service experience and for that I am responsibleI do not want you to think I "bait and hook" my customers to make moneyI want all of my customers to be 100% satisfied with their service experience--sometimes we as humans fail, as is painfully apparent in this situationI do stand by my word as a man and a business owner of honesty and integrity. Without our customers, we are nothing--that is our mantraI am truly sorry for all of the inconvenience and if you should see fit, I would like the opportunity to earn your business again in the future Sincerely,*** S***
This is the response we submitted to the Toyota Customer Experience Center when the customer contacted them on 12801/2017.:Dear ***,Thank you for your patience and allowing me time to check into the payoff issues as stated in your CEC case #***I have reviewed your concerns with the
Management Team and it has been determined that you are responsible for the $699.00, which is the difference in payoff balance owed on your *** lease.It is a policy of Ehrlich Toyota that all trade payoff amounts are verified with the lender for your lease turn in before sending a check for the vehicle payoff.*** requires leased vehicle pay offs to be handled through the originating dealer and n o through *** Motor Credit*** Motor Credit did not inform Ehrlich Toyota about the additional fees associated with your *** lease.Ehrlich Toyota contacted *** *** in FtCollins and were advised of the actual payoff balance of$24,(which was the amount provided by *** plus $for a total of $25,483.29)Ehrlich Toyota has paid this total amount in order to expedite the release of the title for your trade vehicle.I understand this is not what you expected, however, that is why we have every buyer acknowledge and initial that you, the buyer, guarantee to pay for any differences in payoff amount (on the Buyer’s Order and Authorization Payoff Forms)Please see attached documents for copies of your Buyers Order and Authorization Payoff Forms.Please let me know how you would like to provide payment for the balance dueI am happy to have our Office Manager send a secure encrypted link for credit card payment or if you prefer to send a check,** please let me know.Sincerely,Judy K***Customer Relations Manager***Please let me know if you would like to set up a payment schedule. Thank you
Complaint:
I am rejecting this response because:
Sincerely,
*** *** This is very true except the part about not speaking to him I spoke to *** at 1:6/21/He told me that he stood by the charge and that was basically it So I did call back and try to rectify thisThis is not anger issue I was very polite and so was he I did put this on facebookI told the story the way I saw itbut we did speakI understand there is overheadBut if a company has to overly charge a individual to justify owning a business Then they should maybe rethink there fees I do know this when I buy a loaf of bread and all this was passed on to me I couldn't afford it So I stated what I think needs to be done and that's not my final say there are other legal outlets *** ***
This guest purchased a vehicle new from Ehrlich Toyota on 10/3/The vehicle has a new vehicle comprehensive warranty for three years or thirty-six thousand miles, whichever occurs firstThis warranty covers defects in workmanship and materialsThe vehicle has been brought into our dealership on
the following dates since purchasing the vehicle:10/- Customer stated that the CEL, pre-collision and VSC lights came on and the vehicle would not go over a few miles per hourThe customer had the vehicle towed to the dealership, customer had just filled up with gasThe vehicle was tested by our master diagnostic technician and repaired and is operating as designed at the time it was returned to the customer.10/- Customer stated that teh radio would not turn on and they sat in the vehicle for less than minutes listening to the radio waiting for the vehicle to startThe customer said that the vehicle had no power and the brake pedal was depressed, no lightsEhrlich Toyota was unable to duplicate the concern, vehicle operating as designedThe key fob battery was replaced as it tested weak and covered under warranty.11/- Customer stated the vehicle has no power and will not start (vehicle towed in)The tow truck driver brought the vehicle in and stated that the positive battery cable end was ready to fall off, he tightened it and the vehicle was driving and had power with no concernsThe customer also advised Mark Moore during this visit and advised that they wanted to get out of the vehicle.The customer has not inquired about trading the vehicle in, if they would like to trade in the vehicle, Ehrlich Toyota will provide a trade-estimate on the vehicleThe vehicle is operating as designed, if there are any further concerns, the vehicle is covered by the comprehensive warranty provided by the manufacturer, ToyotaThe customer has already contacted Toyota's National HQ (Customer Experience Center) and spoken to the case manager regarding their concern. Ehrlich Toyota is happy to trade the vehicle in, mileage, usage and depreciation with apply to the vehicle traded-inIf the customer is looking for additional information, it would be handled at the National level with Toyota (Customer Experience Center)
The customer purchased a used vehicle from Ehrlich Toyota on 10/25/17, the vehicle had 83,on it at the time of sale and was purchased as-isDuring the sales process of purchasing a used vehicle, a guest is provided with the *** report and repair order documenting repairs performed at Ehrlich
Toyota during the used vehicle inspectionAfter the purchase, the customer contacted Ehrlich Toyota and advised that she had taken it to *** of Denver as a result of a flat tireDuring the tire repair, the dealership also provided a video was provided to the guest which identified a CV boot that was leakingThe vehicle was brought back to Ehrlich Toyota on 11/20/(mileage 84,549) to have vehicle inspected for CV boot found by *** dealerAt the time of inspection this was determined to be a maintenance concernAs I advised the guest, she purchased a vehicle with 83,miles, it is not a new vehicle, and with any vehicle, it is not new and will require maintenance as a cost of ownershipIn the interest of customer satisfaction and as an act of goodwill, Ehrlich Toyota offered to cover the cost of repairs for the CV boot. Parts were ordered and the appointment was scheduled to have it repaired, Ehrlich Toyota also provided a vehicle to the guest to drive during the repairs so that she wasn't inconvenienced. On the day of the repairs (11/30/mileage 85,532), I met with the customer on a number of times and offered the guest to not wait at the dealership to make it easier on the guestShe declined on a number of occasions to take the loaner vehicle home and have her vehicle delivered to her when it was completedAs a result, she was at the dealership (in-and-out) throughout the dayAfter the vehicle was returned, there was an additional concern which required additional attentionThe guest ultimately took the loaner vehicle home and Ehrlich Toyota delivered the vehicle to her after the repairs were completed.The guest arrived at the dealership on December 13th and asked to speak to a managerI advised that I was able to address her concernsThe customer advised that she wanted to express her concerns regarding the experience while she waited at the dealership all day for the repairsI advised that when she and I had talked on the day of repairs, I had offered her multiple times to take the loaner vehicle home and we would deliver the vehicle to her when it was completedThe customer acknowledged that she declined the offer and was waiting for the vehicleAfter speaking to her she said that she was appreciative of the conversation as she had tried to email the dealership via the Contact Us link on our website and hadn't received a responseAfter our conversation, I got with the digital marketing manager and identified a concern with the website routing the Contact Us form to an incorrect email address; this has been fixed.Ehrlich Toyota has gone above and beyond after the sale to offer goodwill assistance for the guestNo additional repairs will be made on the vehicle as it is was sold and the customer was aware of that at the time of sale.Jessica Z***General Manager Ehrlich Toyota***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11514964, and they refunded That's a applicable outcome I have retracted the Facebook post thanks for the time and concern mr ***
*** ***
Mr***, Ultimately, my service technician did not follow procedure when he was at your home Saturday prior to making the necessary repairs to your unit. That mistake is on usI have explained the various costs of operating a HVAC company and why we charge what we chargeConsidering that we responded to your service request on Saturday, performed diagnostic services, and made the proper repairs in order to get your system back online; please tell me what you think a fair resolution to this situation is and we will move forwardI stand behind my company's 100% satisfaction guarantee. Thank you, *** ***
Complaint: ***
I am rejecting this response because: There was still the issue of putting me and my children in an unsafe vehicleAfter I waited all day for them to fix a cv boot, they gave me the car and I didn't even make it out of the parking lot before the cv boot began clunkingThe mechanic himself told me there wasn't anything he could do because he didn't have the proper tools and what he was using, brokeWhen I spoke to someone the next day about this, I was told it was my fault because I had rushed themI have called as well as email not only the Greeley location but Fort Collins as well and keep getting the run aroundI finally drove the hours back to Greeley and the GM said she would get back to meThis was almost three weeks ago.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I am not satisfied with the outcome that I will basically be loosing out being that they will be doing the trade in and not giving me what I got the vehicle forI do want the same type of car same model same everythingI dont feel that it is right being I have no control over what has happened with the vehicleI am willing to trade my car out as long as I get the full amount for itafter all the trouble I have been through I think that it is only fair, I dont even feel safe going out of town being with the problems I have had with this car The vehicle may have been fixed with no problems but being with all I still dont have faith to be able to get up and travelThe times I have taken the vehicle in they should have caught it that the battery cable that is was not tightenedI understand that at some point their is a car that comes out to be defective I believe that mine may beI just really feel like we both need to come to a conclusion to all this
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***
Mr*** is absolutely correct, that part would probably run $to $at GraingerHowever, there are many other factors that HVAC contracting businesses must account for in our pricing thatthe customermay not be aware ofSome things that business owners have to account for are
Insurances (vehicle, liability, fire, theft, property, workers’ compensation), Specialized training for our technicians and other field personnel, Vehicle maintenance, fuel, test equipment, Taxes (income, property, business, social security, employment compensation), advertising, specialty tools, warehouse, office space, quality control, stock of replacement parts, telephones, lights, service management administration, office equipment, computerization, business expenses (legal counsel, recruitment, etc.), employee benefits, office staff, stationary, office supplies, and postage are some other expenses we incur in order to be available when you call us out on Saturday to diagnose and repair your broken A/C systemWhen our Service Professional arrives at your home, it takes many important decisions and costs to get our vehicle and materials on site to complete the job to your satisfactionConsider that the professional at your home has undergone many hours of initial training, as well as a variety of on-going training and study programs to keep up-to-date on ever changing technology in our industryAt Air Services, we make sure we are providing our team with the latest training so you can have peace of mind that the work was performed well, and to your satisfactionLike a doctor, who has an office, a staff, and the need to keep updated on the latest practices in medicine, we too have these hidden costs associated with keeping our Service Professional in peak condition, to service your home at the highest level possibleSo, when you see your service professional at work, please understand that there is much more that goes into performing the work professionally; so you remain a loyal and valued customer of Air Services Unlimited.It is definitely not my intent to take advantage of any of my customers for without our customers--we are nothingWe service all of the surrounding counties in Southeast Texas and are not limited to only Hardin CountyI take pride in the fact that Colony Air Conditioning is part of Air Services UnlimitedThe only area that I see where we deviated from company procedures for a service call is the fact that we did not let him know how much the repair was going to cost up frontIt is strict company procedure to let the customer know what is wrong and give pricing prior to making any repairsI stand behind our 100% customer satisfaction guarantee, if our customer is not satisfied we will not rest until they are 100% satisfied with our servicesI attempted to reach out to him when he left a review on facebook, but he stated that it was not necessary to contact himI want Mr*** to be confident in the service that we provide; if he is not happy with the price he paid, I invite him to call me at the office (409) 842-and I will discuss refunding a portion of the price he paid
Complaint:
I am rejecting this response because: I accept the apology, but I can not buy the explanation Your service manager did come out and inspect my unit and address my complaints He was nice and professional and very apologetic My problem with this is that he did validate my concerns There were no apparent leaks and the need to replace my compressor because of age, condition and leaking valves were unfounded As a matter of fact he actually found that my unit doesn't even have valves; so there is nothing that can leak from valves that are not there So, here is my issue I asked "***" if your employees are on a commission and he told me no So, why would an employee (service technician) lie to me and try to sale me something that I do not need if there were no gain in it for him? I can come to no other reasonable conclusion for this other than your staff is taught this practice of cheating customersI know this sounds harsh so if you can tell me of another reason I would be glad to hear it Thank you for refunding my money for the service call I have decided that I can not use your company again in good faith I am already wondering if *** did something to my unit in the attic when he went up there today to "look around"; in hopes of proving me wrong down the road Please, keep in mind that I have already had another company inspect it and nothing was found to be wrong with it prior to *** looking at it See, how these things can really make a customer question a companies honesty?
Sincerely,*** ***
*** *** *** *** ***rI met with the guest in person and advised her that no additional assistance will be made, she filed a complaint with the Revdex.com within a day or two of meeting with herEhrlich Toyota will not be participating in any additional repairs to the vehicle.Thank you.Jessica Z***General ManagerEhrlich Toyota***