Stanfield Roofing, Inc.

Complaint: ***
I am rejecting this response because:I brought my vehicle to Vesvovo Toyota with the lift kit blocks already installed on my truck It has been lifted for years with no safety concerns They should have "replaced" the blocks when they reinstalled the new leaf springs due to a factory recall The customer should never incur charges for a factory recall or defect
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I know for a fact this is not the first time a customer has received a ticket on their vehicle while being in Freestate's possessionAnd if anything additional had happen to my vehicle (thank god it did not) the damage would have been done and there's nothing Freestate could have done to fix itYou cannot remove points from a license, you cannot replace the business I would have missed out on nor my good reputation because of a tow or bootThis place is horrible with customer service and communicationThey are not acknowledging they've committed a crime by removing a county issued fine from my property and not informing me of their actionsThen they did not pay the find so it looks as if they are setting me up for failure because I've had issues with their performanceIf a notice had not come to my house, I would have been in a world of troubleI'm tired of fighting so I will say this resolution is satisfactory to meBut I will never take any of my vehicles to Freestate again unless a problem occurs from parts they've worked onNor will I recommend this place to anyone
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because Charlie did not do me a favor by completing "additional work" on my truck. The work that he is referring to is  brake lines replacement he did last month after I discovered my brake line was leaking. I had going through many issues with Freestate regarding fixing my vehicle correctly and when they finally called me to pick up the vehicle because everything was "supposedly" fixed, I got the truck home and discover the break line was leaking. This same truck was towed to Freestate last year for the brake lines to be replaced because they gave out on me. Last year, when I received the call to pick the vehicle up, I was told that "all" brake lines were replaced. When I arrived to pick up the vehicle, Vick assured me that all brake lines were replaced. So I was very surprised and upset to discovered that the brake lines were an issue again this year. Again, Charile didn't do me a favor by replacing the brake lines last month; they should have all been replaced when I paid for the job last year. There is no additional work; the work they did was to correct a wrong.
Regards,
[redacted]

Below is the information the customer requested.2011 Toyota Venza (date of sale 09/23/2011, VIN [redacted]):Guaranteed Auto Protection through Zurich, Agreement #[redacted]Security Guard through Universal Underwriters, Label ID: [redacted]Zurich...

Shield, Agreement# [redacted]Vehicle Service Agreement through Zurich/Universal Underwriters, Claims: [redacted]2014 Toyota Sienna (date of sale: 12/06/2014, VIN [redacted])Vehicle Service Agreement (Toyota Extra Care Platinum Coverage) through Toyota Financial Services, Application# A[redacted]Prepaid Maintenance Program (Toyota Care Plus)  through Toyota Financial Services, Application# [redacted]Tire & Wheel Protection with Cosmetic Coverage Service Agreement Agreement (Platinum Plus Coverage) through Toyota Financial Services, Phone: [redacted] Guaranteed Auto Protection through Toyota Financial Services, Plan Code [redacted]In 2013, the management of the dealership changed.  Upon this change, the dealership shifted from offering Zurich/Universal Underwriter products to offering Toyota Financial Services products.  This explains why the products are with different companies.It is our business practice to provide customers with their copies of any contracts at time of purchase.  Thus, the only documents we have on file are the "dealer" copies.  However, the customer should be able to get the full terms, coverage, conditions, and limitations to coverage by contacting the numbers above and providing the company with the information above.  I hope this helps.  We would like to see the customer get the full benefit of the products they purchased.  Please let me know if there is any other assistance I can provide.

Date: Fri, Apr 28, 2017 at 10:35 AMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Response Did extra repairs at no cost to customer (under customer satisfaction policy) . We did show customer other rust issues (fuel lines, under carriage)...

 she may have other problems in the future.Thank you Charlie K*

I'm sorry the customer is upset.  However, the customer is once again arguing that our business or Toyota should pay for repairs that are outside the scope of his warranty or recall.  This is not the first time the customer has tried to get Toyota to pay for repairs to his vehicle that...

were outside of his warranty. One of the last times the customer brought his vehicle to our business was in 2012.  During this visit, the customer argued that Toyota needed to pay to repair a couple of blemish spots in the customer’s clear coat.  Toyota inspected the vehicle and found that blemishes were not factory defects but were caused by “something getting on the clear coat” (such as bird droppings left for an extended period of time).  Thus, Toyota rejected the customer’s demand to have his vehicle repaired under warranty. Now the customer is arguing that Toyota or our business should pay to lift his vehicle.  After the customer purchased the vehicle, he subsequently paid an outside company to insert blocks in the vehicle's suspension to lift his vehicle.  This modification increases the center of gravity of the vehicle and makes it less safe to drive.  Although customers are free to make such modifications to their vehicles, our business will not do this because of safety reasons.  In fact, Toyota forbids us from even installing aftermarket floor mats in a vehicle for safety reasons. In this case, there was a factory recall on the customer's vehicle which involved replacing parts of the suspension.  In order to perform this recall, the aftermarket blocks lifting the vehicle had to be removed.  As stated earlier, these blocks cause a safety concern.  Therefore, our business would not reinstall the blocks.  However, our business told the customer that he could have the blocks reinstalled by another company at the customer's expense and we would happily transport his vehicle to such a company after the recall was completed. While the recall was being performed, our business provided the customer a courtesy vehicle at our business's expense.  This is something that was provided solely by our business as a courtesy to the customer.  Although many dealerships charge for this service, we provided this vehicle at no charge to the customer. Even though the re-modification of his vehicle presents a safety issue, the customer felt the cost of the re-modification of his vehicle should be covered by the recall or paid for gratuitously by our business. The customer stated he would not return our courtesy loaner vehicle unless he received his vehicle back lifted at no charge.  This put us in an awkward situation where our vehicle was being held hostage unless our business lifted the customer’s vehicle—something that is not covered by the recall and would result in a safety concern. Thus, we felt we had no other choice than to ask for the return of our courtesy vehicle.  We had to explain that if the customer refused to return our vehicle we would have to call the police.  Because we value and appreciate or customers, this is not a situation we like being put in. The customer continues to be upset that the lifting of his vehicle is not covered by Toyota's recall or our business.  As the customer stated, the management at the business has spent hours discussing this issue with the customer.  The customer will not be satisfied unless Toyota or our business pays to lift the customer’s vehicle.  Unfortunately, this is not covered by the recall.  In addition, this results would also cause a safety concern.  Thus, our business will not perform or pay to lift the customer’s vehicle.  However, just as the customer was free to lift his vehicle after his purchase, he may elect to do so again at his own expense.

Complaint: [redacted]
I am rejecting this response because:I brought my truck in for a factory safety recall and it cost me $100 out of pocket.  I should not incur any cost for a factory recall.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

I just want to make sure that the Revdex.com received my response.  If not, let me know and I'll resubmit it.I understand why the is customers upset. The customer feels that heshould never have to pay for anything when the customer is having awarranty repair or recall performed. Although this is normally true,warranty repairs and factory recalls do not include the reinstallationof aftermarket (non-factory) products.  In other words, Thereinstallation of aftermarket products are at the customer's expense.(Toyota won't even allow us to re-install aftermarket floor mats invehicles.)In this case, the customer installed an aftermarket lift on hisvehicle.  This aftermarket lift was not installed by our business.This aftermarket lift increases the center of gravity of the customersvehicle and makes it more likely to rollover. Because these liftspresent a safety concern, our business does not install/reinstallaftermarket lifts.We were happy to perform the recall repair to the customers vehicle inaccordance with Toyota specifications at no cost to the customer.However, the reinstallation of an aftermarket lift is not covered bythe recall.  Because it was not covered by the recall, thereinstallation of the lift was at the customers expense.  Our businesshas confirmed this with Toyota.  Moreover, because the reinstallationof this aftermarket lift also presents a safety concern, thereinstallation was not performed at our business.With the customers consent, we took the customer's vehicle to a tirecompany who would reinstall the customers lift.  Again, our businessdid not charge the customer for the reinstallation of the lift.Instead, the customer simply had to pay the tire company for theservices they performed that were not covered by the factory recall.I know the customer feels that the reinstallation of the aftermarketlift should have been covered by Toyota's recall.  Unfortunately thisis not the case.  Thus, our business will not reimburse the customerfor the reinstallation of the aftermarket lift.  I hope this clarifiesand resolves the issue.

Complaint: [redacted]
I am rejecting this response because:Excuse after excuse,we talked over the phone about 1.4% and 1.9% that Subaru was offering and I was told Toyotahad 0% never explaining the discounts would disappear.He knew I was expecting 0%. I don't know what their bottom line is and I don't care what other people pay.T his was a deceptive practice.And as for not quoting me a monthly payment ,how hard is it to figure out a payment with 0%. These people know what to put in email and what to say on the phone. Maybe they should start recording their phone calls.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

I am sorry the customer is upset.  However, our business was very transparent with the customer throughout the purchase process.  Even though the customer remains upset, they received a very good deal.  According to Edmunds.com, the price we provided the customer was below what others...

are paying in the area for a similar vehicle.  See attached page from Edmunds.com showing others are paying a sale price $23,629 before TT&L and rebate for a similar vehicle in the area.  However, the customer only paid a sale price of $23,151 before TT&L and rebate, which is $478 less than what others are paying for a similar vehicle.  This price was further reduced by a $2,000 factory rebate.  Nevertheless, customer is upset because they also wanted 0% factory financing in addition to the $2,000 factory rebate.In their complaint, the customer states that Mr. C[redacted] was not present because "he knew the deal would unravel."  This is not true.  The dealership has two managers in the sales department: Mr. C[redacted] and Ms. [redacted].  On Saturday, both managers work.  However, on Sunday, one manager has a day off. Thus, whenever Mr. C[redacted] works on a Sunday Ms. [redacted] does not, and whenever Ms. [redacted] works on a Sunday Mr. C[redacted] does not.  The dealership has been following this schedule for years. The particular Sunday was going to be Mr. C[redacted]'s scheduled day off and the other manager, Ms. [redacted], was scheduled to work.  Thus, Mr. C[redacted] made arrangements for the customer to speak with Spencer, one of our sales staff.  See phone note from Mr. C[redacted] dated 6//11/16 stating “They will ask for Spencer.”  See also email from Spencer asking to confirm appointment.  See customer’s reply to Spencer’s email confirming their appointment with him. More serious, the customer states that the business tried to get them to believe that they were eligible for both the 0% factory financing AND the $2,000 factory rebate.  Again, this is not true. When the customer purchased their Camry, customers had a choice of either the $2000 factory rebate OR the factory 0% APR financing.  These incentives are from Toyota and not from the dealership. These incentives can be found on our website, Toyota's website, and numerous other third-party websites.  All of these sources show that the $2,000 rebate cannot be combine with the 0% financing. Moreover, we have numerous emails and documented phone conversations with the customer, none of which suggest the customer can get both 0% factory financing combined with the $2,000 factory rebate.  In fact, we never discussed 0% financing in any of the price quotes with the customer.Instead, at the customer’s direction, our interactions with the customer focused almost exclusively on providing the customer with the lowest price possible.  Thus, the prices we provided to the customer clearly stated they included the factory rebate.  See email stating price was “AFTER REBATE” (all caps in email).  See also email with the detailed breakdown of the price including sale price, tax, title, license, fees, and a rebate of $2,000.  Note that this worksheet also shows no payment, no APR, and term of 1 indicating it was a cash price.The first time the customer mentioned potentially financing vehicle was the afternoon before they were scheduled to pick up the vehicle when they stated they were going to put $10,000 down. At this point, the customer had not even completed a finance application. When the customer arrived to take delivery of the vehicle, the customer demanded 0% financing in addition to the $2,000 factory rebate.  We explained that the 0% financing could not be combined with the rebate. The customer became angry and left the dealership. However, the customer then returned to the dealership and stated they still wanted to purchase the vehicle.  The customer elected to go with the $2,000 rebate and we arranged financing for the customer.  (Because of the customer’s large down payment, the $2,000 rebate provided the customer with a better deal than taking the 0% APR.) Despite getting a great deal on the vehicle and paying less than what others are paying for a similar vehicle in the area, the customer remains upset that they did not receive both the $2,000 rebate and the 0% financing.  The customer has subsequently left complaints with Mr. C[redacted], Toyota, and the Revdex.com. Below is a chronological list of the interactions we had with the customer. In addition, we have attached the full emails showing that the customer was interested in the lowest price and there was no discussion of 0% financing.  The entire time, we were very clear that our price included the factory rebate and our business never suggested this rebate could be combined with 0% financing.6/4/16 Lead received from Customer"Looking for bottom line price. Already test drove one in Silver City and Albuquerque"6/4/16 Email reply to CustomerSubject: Your New Toyota Request from Vescovo Toyota"Dear **, Thank you for your interest in the new 2016 Toyota Camry and Vescovo Toyota of Las Cruces! I wanted to take this opportunity to introduce myself and let you know I will be here for you throughout the entire sales process. Please do not hesi..."[Full email attached with price “AFTER REBATE” (all caps in email)]6/4/16 Outbound phone call (Machine)QUOTED [PRICE] AND LEFT MESSAGE FOR HIM TO CALL AND SCHEDULE IF INTERESTED. **6/4/16 Email reply from CustomerSubject: Re:Your New Toyota Request from Vescovo Toyota"Hi, Jon Good to hear from you. Could you please let me know what it would cost for everything? Our budget is really tight (Im sure you get that a lot) but with lots of work, I know you and I can find one that is affordable. By the way, I test drov..."[Full email attached]6/4/16 Email reply to CustomerSubject: out the door figure.[Email shows a complete breakdown of cash price with tax, title, license, fees.  Email shows rebate of $2,000.  Email shows no payment, no APR, and payment of 1 indicating it was a cash price.  Full email attached.]6/4/16 Inbound phone callthey will let me know by Sunday or Monday. **6/4/16 Email reply to CustomerSubject: as per your request"Here is the build sheet on the Camry SE. Let me know if there is any thing else you need. Thanks Again, Jon C[redacted] General Sales Manager Vescovo Toyota of Las Cruces 935 South Valley Drive Las Cruces, NM 88005 ###-###-#### [redacted]..."6/5/16 Email auto responseSubject: Touching Base6/5/16 Email reply from CustomerSubject: Re:Touching Base"Actually, youre already talking with my husband, [redacted], about a Toyota Camry SE. We live in Silver City. : ) On Jun 5, 2016 9:14 AM, Jon C[redacted] wrote: Hi **, Just a quick follow-up note regarding your inquiry yesterda..."6/6/16 Email auto responseSubject: I want to earn your business6/7/16 Email auto responseSubject: Thank You from the Sales Manager6/8/16 Outbound phone call (Contacted)Customer countered with lower figure. he will talk to wife at 3:00pm6/9/16 Email reply to CustomerSubject: v spec"Here you go. Jon C[redacted] General Sales Manager Vescovo Toyota of Las Cruces [redacted] ###-###-#### [redacted] You are receiving this email because you inquired about or purchase..."[Factory vehicle spec sheet was attached to this email.]6/9/16 Inbound phone callsent vehicle spec sheet to Customer. They will call tomorrow. **6/10/16 Email reply from CustomerSubject: Re:Camry SEHi, Jon. Hope youre having a great day. We were wondering if you found out when we would be able to pick up our new car. [redacted] told me you were checking on when the side body molding would be added. Just trying to plan our schedule. Thanks, Jon. ...6/11/16 Outbound phone call (Contacted)called and confirmed appointment for 11:00. They will ask for Spencer. **6/11/16 3:09p            Email reply from Customer confirming appointmentHi, Spencer. Yes, we will be there at 11 am when you open. Also, if you want to get the finance paperwork ready, well be putting down 10,000.00 for the down payment and financing for 60 months.., okay? Thanks. [redacted] Silver City, NM O...[This is the first time customer mentions they wanted to finance the vehicle.  There is no mention of 0% financing by the dealership or the customer.]6/12/16 Showroom Visit     6/12/16 Vehicle Sold (Delivered)

Complaint: [redacted]
I am rejecting this response because:VECOVO Toyota "Damaged my new car" by rotating the tires.  July 18th they promised to do all three things when I dropped my vehicle, why change what they promised when I go pickup my vehicle.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

I’m sorry the customer is upset.  On 7/13/16 the customer scheduled a regular maintenance.  The Service Writer wrote up the ticket as a 15,000-mile service.  The 15,000-mile service that includes a multi-point inspection and tire rotation.  This maintenance is covered by Toyota...

and is at no cost to the customer.  After performing the multi-point inspection on 7/13/16, the technician working on the customer’s vehicle recommended replacing the cabin air filter for $50.86 and engine air filter for $33.89.  The customer declined these recommendations, which would have been at the customer’s expense.  Thus, the customer paid nothing to the business. After the service was performed, our business discovered that customer should have actually received a 20,000-mile service.  A 20,000-mile service includes the same services as the services our business performed but also includes an oil change.  In other words, our business still needed to still perform an oil change on the customer’s vehicle.  Consequently, our business contacted the customer and scheduled an oil change to be performed on the customer’s vehicle.  On 7/18/16, only five days after the original service, our business performed the oil change.  As a voluntary and gratuitous gesture for the customer’s inconvenience, we told the customer we would also replace the cabin air filter and engine air filter (an $84.75 value) at no charge.  So again, the customer paid nothing for the services performed. The customer complained the vehicle was pulling when driving after the service on 7/13/16.  As a result, the business also had a technician diagnose the pulling concern.  The technician stated that the vehicle had a very slight pull and likely needed an alignment or perhaps a tire balance.  To get a more specific diagnosis, our business would have to have an alignment or tire balance performed.  The technician recommended an alignment, which would have been at the customer’s expense.  Alternatively, our business offered to rotate the tires back to the original position as a temporary fix at no cost to the customer.  The customer declined both options.  The customer paid nothing for having the technician inspect and test drive the vehicle. Even though alignments and tire balancing are normal wear items that are at the customer’s expense, the customer wanted our dealership to cover the alignment at no charge.   Business had no agreement with the customer or obligation to perform an alignment or balance at no charge nor is an alignment covered by any agreement the customer has with Toyota.  The customer became upset when we told the customer that she would have to pay for an alignment and/or tire balance. On 7/18/16, after the customer attempted to make a scene by trying to enter the showroom by dressing up with large signs on her front and back body demanding a meeting with the Owner/General Manager.  Based on the customer’s outlandish behavior, the customer was asked to leave the business property. The customer again requests through the Revdex.com that the business performs an alignment and tire balance at no charge.  The business declines the customer’s request.  The business has no agreement with the customer to perform an alignment nor is an alignment covered by any agreement the customer has with Toyota.  Regardless where the customer chooses to have the alignment performed, it will be at the customer’s expense.  The services on 7/13/16 and 7/18/16 were covered either by Toyota or gratuitously by our business.    Even though our business was under no obligation to do so, we replaced the cabin air filter and engine air filter--an $84.75 value at no charge to the customer.  Thus, the customer has paid nothing to the business.  Yet, the customer remains unsatisfied.  Consequently, our business is done providing voluntary and gratuitous services to the customer at no charge. Attached is a picture of the customer on 7/18/16 trying to make a scene at the dealership by wearing large signs on the front and back of her body.  Attached are also the repair orders showing a (1) 15,000-mile service that includes a multi-point inspection and tire rotation was performed on 7/13/16, (2) an oil change was performed on 7/18/16--thereby completing the 20,000-mile service, (3) the cabin air filter and engine air filter--an $84.75 value--were replaced on 7/18/16 as a voluntary and gratuitous gesture, and (4) a technician recommended either rotating the tires back to their original positions or an alignment-and that the customer declined both options.

Freestate was aware of a parking violation concerning [redacted] car. We paid cash to her (her preference) several weeks ago to take care of issue. We did park her car on the street next to our lot and business. Unfortunately, it was parked in the wrong different.We do use the street for...

additional parking because it part of our lot. We do take a lot of pride in our business and will use this as a learning experience. (it is 1st time that has happen). FYI if any of the situations would have happen. (Glad they did not) we would have taken responsibility. I feel we have taken care of our issue. We will be glad for a mediator to look at case if needed. I did apologize to [redacted] personally and Employee has been counseled. Thank you