Timber Lakes Townhomes

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was contacted by a lady, appears to be one of the front desk reps on Monday April 9, she stated that my car's new estimated date was April (I recorded this phone call as well)I went to Tender Car on April 12, I assumed my car would be ready because once again I was not contacted other than the one phone call I received on April after submitting the Revdex.com complaintThe front desk lady said that my car was not readyI asked for the manager or person in charge of this business, the manager said that they found additional damage, once again I was never notified about this damageHe proceeded to give me more excuses, that they opened another shop and he has been trying to manage both, that one of his employees broke his leg, I am sorry but that is not my problemIf you were not able to handle more work then you should have called me and said so and I would have taken my car somewhere elseI asked when my car would be ready, he said that the estimated date would be April 18.I was very clear that If I do not get my car done by April 18, I will sue this companyThis is ridiculous
Regards,
*** ***

The work we did on this vehicle was on the front end of the vehicleWe did not do any exhaust work and I am sorry for any rental car costsOur jobs are often extended due to insurance approval complicationsI could offer $towards the rentalI am sorry for the inconvenienceMy name is ***
and I am the ownerI have been out of the office due to a medical situation with my wifeMy apologies the mechanic didn't suggest the exhaust workI spoke with him and he said the car needed a flex pipeI can send a check for $right awayThank you for your business and I am sorry for the trouble.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all, you never contacted us about any of the issues (see the complaint I submitted the first time)When we talked about this in person on Thursday April 12, you apologized for not communicating about any of the issues and even added the comment that you had open another location and you were trying to balance working both places and that some of the equipment also had to be sent to the new shop, as if we are supposed to take into consideration that you are not able to manage the workload ( I also recorded the conversation we had in person)You said the car should be ready on Wednesday April 18.Yes, you did offer a rental car two times, first when we went to pick the car on Thursday 4/and found out it was not ready,and April when your rep stated once again that the car was not ready that daySo we were NOT offered a rental car "multiple times" as you phrasedWhy would I take a rental car when I am believing you and trusting you, the manager, that the car would be ready in a couple of days?? I didn't need a car for a couple of daysIf I would have know that it would take several weeks then I would have.If you say you called on Monday April twice, why didn't you leave a voicemail message?? I would have left a voicemail if I were youI am sorry I was not able to answer your call, I have a life and kids to take care ofYour rep called on Tuesday April and left a voicemail stating the car would not be ready on April as YOU said it would, she said the car should be ready on April So once again the date got postponed.Your Rep called on April and said that you guys are backed up in the paint booth/dept and that my car was next in line and that the car should be ready sometime this week so you want me to keep believing that the car will be ready when it has been postponed multiple times? Is it my fault that you opened another shop that you can't handle? Is it my fault that you do not have enough staff to do the job? is it my fault that you had to send some of your equipment to the other shop (cause that is what you told on when we spoke in person? Is it my fault that one of your technicians got injured? Is it my fault that a wrong part was ordered? Here I am April and still no car and you want me to believe that you are doing an excellent job? that you have all your staff involved now? You have had everyone involved on March when the completion date got postponed the first timeI do not trust that you are doing a good job at all, I am concerned that once I get my car, issues are going to come up again.Offering a rental car two times doesn't solve all the aggravation, time, concerns, issues, headaches, things I had plan to do with my family at all. Saying that you have found additional damage after having my car was in your possession for several weeks does not look good on your company and doesn't solve any of this issues at all.Know that I will put my review of the service that your company has provided me so far in all the sites possible, google, yelp, facebook and othersNo one should have to go through what I am going through with Tender Car. ***, as I told you on the phone yesterday (4/23) I want a refund and I want my car by tomorrow (4/24).
Regards,
*** ***

I would still extend the offer to fix the issues if the customer may change their mindI apologize for the issues.

I will send out a check for the $immediatelyI am sorry for the problems you experiencedI will also send out a gift certificate for a interior detail serviceI hope we can make it up to youWe are working on improving in the areas you have issue withI will send out a check todayPlease
confirm the address I should send it too along with who I should make out the check tooThanks! *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
HelloI am following up from the Revdex.com contact from June 5, in which I received the following message:MESSAGE FROM BUSINESS:I will send out a check for the $immediatelyI am sorry for the problems you experiencedI will also send out a gift certificate for a interior detail serviceI hope we can make it up to youWe are working on improving in the areas you have issue withI will send out a check todayPlease confirm the address I should send it too along with who I should make out the check tooThanks! *** ***It has now been one week since I received this message, in which *** *** stated that the check would be sent out "immediately." I still have NOT received the refund check and would like to know whyI also called Tender Car around p.m. today, June 12, and spoke with the manager "Jake." He said that he would be passing on the message to "the owner." Please reply and let us know what is going onThank you!
Regards,
*** *** ***

We will definitely finish your vehicle and please let me know where you are at with the rental car bill currentlyWe typically get a discount depending on where you rented fromI will be happy to reimburse some of the rental car fees I just need to know what they are.

I would be happy to take care of all of those issues with your vehicleGive me a ring at the shop I will talk to the staff and get all of your issues resolvedI'm sorry for the trouble.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have been trying to reach you since last week ThursdayI also called Friday, Monday and todayI have left a message with someone named PaulAs stated in my previous response, I will take the $you offered and I will close this complaintContact me at ###-###-####
Regards,
*** ***

We did replace this air compressor at no charge to the customerWe have not been paid by the insurance companyThe compressor cost over $plus installation (our cost)Hopefully this remedies the situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Obviously there is a problem I never once said that was fine other wise I wouldnt be upset now its obvious you are going to blatantly lie to make your selves look better I said it was fine the first time but after that I stressed I needed my car I was never told about the rack untill I called to enquire as to why ny car had been sitting outside fir over a week you care nothing about customer service your own employees told me that you guys took a bigger job then mine so obviously that was more important than my car
Regards,
*** ***

This bumper did not fit properly because the insurance company quoted an aftermarket and it required a factory Ford bumperIn order to rectify and appease this situation we did a $paint job on a rust spot on the quarter panelWe completed this rust repair at no charge but we normally
would have charged We also provided a free loaner while this customer was getting the redo and additional repairs completedWe did in fact pay the $deductible as it was not included in the initial payment we receive from the insurance companyThe customer inspected the redo and left satisfied so this complaint comes as a surpriseI personally spoke with the customer and we agreed I would paint the quarter panel at no charge and repair the rust in order to make her happy for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I
reviewed appear belowI want to be fully reimbursement to go elsewhere as this is the 3rd time they have neglect to service my vehicle correctly, there is still glass on floor, car parts in my trunk and back seat now sensor and filters missing
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com: My insurance covered whatever was involved here and yes you messed up my car, a starter indeed has not a thing to do with why you have my car with more problems thec1st day I received back your mechanic not doing his job, wires showing in my BMW, parts not in correct places and so I want my car serviced or half my money back for the extremely poor service or we can go another routeIf you are servicing my vehicle fine, if not I want half my money back
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Good Afternoon, In response to the customer complaint on the Subaru Outback. I personally tried to call the customer twice on Monday 04/16. Both times I was sent straight to voicemail. I asked the girls in the front office to keep calling the customer and to transfer him to me as soon as they got a hold of him. The rest of the week I asked our office girls to continue calling with updates and to transfer the call to me if the customer answered or if he called back. We have not reached the customer at this point, but from our notes it appears we have left a couple of messages. In reference to the vehicle taking longer than expected, When this vehicle was initially inspected we had no way of seeing the structural damage. It was not until we got the vehicle into the shop and up on a frame bench that we were able to measure the control points and see just how deep the damage went. At this point the vehicle is in our paint shop. The paint process on a job like this is not necessarily a difficult process, however it is a time consuming process because not only does the outside of the vehicle need to be painted, but the inner panels and structure, as well as the underside. We have a very strong sense of urgency with this vehicle and have relayed that to all technicians involved, however we are not willing to compromise the quality of a repair. At this point, the vehicle should be finished in paint on Monday 04/23, in reassembly Tuesday 04/24, and then if all goes well, detailed and delivered Wednesday 04/24. We have offered the customer a complimentary loaner vehicle a number of times while his vehicle has been in our shop. He has declined that offer. Our team is doing everything that we can to get this vehicle not only completed, but completed correctly.

[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 ***, and find that this resolution is satisfactory to me.
Regards,
* *** Hello ***Thank you for responding to my complaintI have been working with Tender car since 11/7/2017. On this day My father and I spoke with *** went over damages and decided Tender Car would be the best fit due to my budget at the time. On 11/9/Progressive went to do a estimate on my car and *** had given me a due date of 11/30/which was fine, because I knew that would not burn my rental contract out at the timeOn 11/30/I was contacted by progressive which told me that tender car needed a little more time and then I was given a new due date of 12/06/From 12/6/Tender car has given me many excuses from there on out as to why my car was not doneI was given a loaner car on 12/7/which was a car that I did in fact drive for a while a Honda civic, which I was ok with until I found out the plates were expired and could not locate insurance on the vehicleI took the car back and *** gave me a new temp plate which was in fact ok but due to the weather the locks became a issueI returned the loaner car because I was going out of town for the weekend and could not take the vehicle because it was not reliableI was hoping when I got back in town the car would be still available for me again. But that was not the case I was forced to get a rental car from Enterprise that is going to cost hundreds of dollars of my own money when I turn it back in the total cost being over dollars so farThis has really inconvenienced me for the holidays, as I have a year old and can not afford to get gifts at this moment because I am stuck paying a high rental fee. Every time I call Tender Car I am given another due date which is forcing me to stay in a rental car and continue high costly feesSince 11/7/I have never been contacted with any updates on my carAs this has been a nightmare seeing that Christmas is here and I do not have any funds for Christmas nor New yearsI did run out of options as being patient and have decided to start contacting 3rd party Complaint settlers such as Katrina Kravy fox and Revdex.com and many more to come because this has been the worse thing this year between a Auto Accident and months without a vehicle.Thank you for your time and your concern ,

I will look into why this car took so long and I apologize for the waitWe definitely should of communicated better and I am sorry for failing at thatI will look into this situation first thing Monday and get your car completed ASAP

[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 ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

During the repair process we have encountered several areas of underlying damage not included on the original estimateThis requires a supplement process that needs to be submitted through the insurance company and takes time to approveRepairs cannot be continued until any supplemental damage has
been inspected by the insurance company or they will not be covered by the insurance companyWe are doing everything we can to try and get this vehicle completed in a timely manner and if there is anything that we can do in the meantime please let me know and I will do my best to remedy the situation

This is *** owner of Tender CarI am sorry to hear of your troubles at our businessWe advertise that "We will pay your deductible up to $500"We cannot pay that in every scenarioA $or job like yours would only net us $in incomeThe parts and labor would be times that at our costWe
often pay $but the job has to be $or moreI am sorry to hear of your bad experience but we provided no service on this vehicleI would be willing to offer $for your inconvenienceI appreciate your feedbackThank you.?