TruGreen Limited Partnership

Hello, I spoke with Rick [redacted] (GM) and he mentioned he told Peyo [redacted] (Finance Manager) to send the documents via [redacted] and with a signature guarantee to assure that the cust gets them and to call herPeyo called the cust to confirm her address and told her he was sending the documents via *** Peyo told us he had already sent the documents to the customer three timesPeyo sent out the documents today, cust should be getting them soon Thank you, Cindy [redacted] Customer Relations Manager Mike Calvert Toyota 713-558-

I spoke to Mrs [redacted] earlier today and asked her to come in so that the body shop can take a look at her vehicle, she agreed and came in between 11-11:30amWe looked at her vehicle and could see that some repairs had been done in the past and I told her thatI also let her know that I will get with my GM and Body Shop Director and give her call when we decide what is going to be doneI Hope to get back with her today Thank you, Cindy D [redacted] Customer Relations Manager cd***@mikecalverttoyota.com 713-558-

My experience with Stonebridge was very professionalI really appreciated that the guys that installed the roof was very diligent about completing their work [redacted] was excellent to work withHe was the first person I met from the company, most of all the job was completed in a timely mannerI am very well pleased about my new roofA job well doneExcellent crew to have working for you

Hello, I had my Used Car Director Print out a [redacted] for me this morning for Ms [redacted] s vehicle and as of today no accidents/damages have been reported to [redacted] I have attached pictures of the [redacted] Please feel free to contact me if you may have any questions or concerns Thank you, Cindy D [redacted] Customer Relations Manager Cd***@mikecalverttoyota.com 713-558-

Hello, First and foremost I would like to apologize for all of the frustration and inconvenience this has causedI can certainly understand how this is frustrating and unacceptableThe ball was definitely dropped and again we apologize for thisThe payoff has been paid by our CFO and GM on 5-18-Please feel free to contact me if there are any further questions or concerns Thank you, Cindy D***Customer Relations Manager713-558-

[redacted] We would like for you to come in on Tuesday to our Body Shop and get an estimate on how much the repairs would costOnce the estimate is given we can get together and go over itPlease feel free to contact me to give me a time on when you would like to come by on Tuesday, Body shop hours are 7-and I am here from 8:30-5:Mon-FriLooking forward to hearing from youCindy D***Customer Relations Manager [redacted]

Tell us why here...We spoke with [redacted] and reviewed the lawn care program applications The program the customer signed included grub control which occurred in june with a regular lawn applicationIn addition, [redacted] had called Customer Service earlier in the year and asked that his back yard not be treated for that applicationThe customer service representative made the change to frononly for the entire seasonBased on the sales process and customer service issue, the customer was refunded the money paid.We did resign [redacted] for a new program to starrt this year

Initial Business Response / [redacted] (1000, 7, 2014/09/09) */ I spoke with Mr [redacted] on 8/at that time I let him know that I refund his $for the application that we were not able to treat the back lawnWhen the techwas out there he could not access the back so he put in a svs call to go back out to treat after we gave Mranother call stating we would be outMr said still did not want our service and cancledMr said that he was satisfied at the end of the conversation

Good Morning, I had my Finance Director call [redacted] and unfortunately due to customer privacy we were not able to get any detailsThere are two options to try and get information You would have to personally call [redacted] and request credit information or Fill out a credit app (in person or [redacted] so we can physically pull your creditI apologize for the inconvenience, please feel free to contact me if you have any further questions or concerns

[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 [redacted] , and find that this resolution would be satisfactory to me Please have payment sent to: [redacted] ***

Good afternoon,
I called *** (Express Manager) in my Office this morning and asked him about the this situation and he said "I'm going to call *** *** right now and have him come in." Both *** and I called *** *** around AM on *** back
to back and left a messages to call usSpoke to *** and he said *** *** called him back and will be in at *** told customer "the alignment and balance will be done at no cost to him again, and to please bare with him because he will be here for a while." Everything should be taken care of correctly today. Will be happy to speak to customer if he decides to do so
Thank you,
Cindy Dykes
Customer Relations Manager
Mike Calvert Toyota
***

We have decided to pay the amount of the money to the customer, even though we have already credited the credit card that the original bill was paid withWith the amount of the money being so small, mike calvert toyota has decided to move forwardPlease let us know who to make the check out to and the address to send it toThank you, rick *** general manager

[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 would be satisfactory to me The same day of my complaint, I received a call from the finance man (Peyo)He said he sent me two letters with the contract ( which I never received)He said this time he would send it via *** and indeed I did received it in two daysThe contract was the original copy I should have been given originally; which makes me think they never send those letters like they said they did. I do have my contract nowAlthough, I never thought I'd had to reach to this level for a simple copy of a contract which could have been taken care of, in less time.Thanks Revdex.com *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I have tried to contact Mike Calvert Toyota since September 14, 2015, and I have only received a response from Tom W*** with a *** Report. I have a copy of the *** Report and I believe that it is bogus at this point. I have even emailed the Vice President of Mike Calvert ToyotaPlease see the attachments from *** ***. The attachments point out that the *** has had previous damage. I also got a second opinion in reference to the damage, and received the same responseI purchased my *** from Mike Calvert Toyota on good faith that I was getting a reliable and safe vehicle that had no prior damage. I was unfortunately sold a vehicle has that has had prior damageThe *** Report is incorrect
Regards,*** ***

Hello, First, I would like to apologize for all of the confusionI myself spoke to our Comptroller about this issue and confirmed the refund policy. I was told the refund policy is, if someone pays with a credit card or debit card the refund will be returned to that
same card or if paid in cash or check the refund will be paid in the form of a check. In this particular case the form of payment was a *** *** ending in ***I'm not sure why the customer was told he would be refunded in form of a checkYes, a "check request" form was filled out, however when one is filled out it does not necessarily mean an actual check is going to be issued. The check request is simply a request for a refund and signed by the Manager of that particular departmentOnce the check request form is submitted the accounting department will check to see what form of payment was used at the time of purchase and do the refund accordinglyThe accounting department did right by refunding the CC that was used to make the paymentThe *** *** ending in *** was charged on 4/16/16 for the amount of $and refunded to that same card on 5*10*for the amount of $Unfortunately we cannot refund an individual that did not actually pay for the partAnd again in this case we did in fact refund the amount spent to the *** *** that was used to pay for the parts and we simply can not refund any party that never personally purchased the part from Mike Calvert Toyota. Thank you,Cindy ***Customer Relations Manager

Re: ** *** *** ** ***
We certainly apologize for this , it certainly was was not our intent to take advatageI have looked into the account and see account was already cancelledThe bill you are referring
to was actually a Welcome aboard letter that is generated day of saleThis offers a discount to prepay all servicesThis had been sent prior to your cancellationWe have not completed any services to your propertyTherefore there will be no more billsI have added his number and address to our Do Not Solicite listing for the future
Once again I apologize for the misunderstanding
Customer Service Coordinator,
*** ***

When the incident occoured last week we immediately pulled the records and found out who the sales rep was in questionIt happened to be *** who was helping us with some sales calls from another branch locationWe pulled him into the office and stressed the importance of following our do not
call procedures and what should have been doneI waited until today to reach out to the customer, *** *** *** and offer my apologyI also sent an e-mail to ***with my personal cell phone # as well as my e-mail address if there is any more concerns or if I can be of any assistance in the futureThank You, Greg Russell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 After the first application within the program this company mentions, I did call them with concerns of applying their product on my back yard due to me being unsure if it was safe for my dogs.  I spoke to a customer service person who endured it was safe as long as I keep the dog off back lawn for an hour after application.  At this time I agreed to resume application of my entire yard, to include the back. Since this conversation, my back and side yard has not been treated.  I have called several people who work for this company pleading to correct but no success.  I even reconsidered two weeks ago and a person came out who told me, "I am the one who they send when soneone screws up." This person treated my front yard only and told me, "I put in a service order for the back" as he didn't have the proper supplies since the back yard was so bad.  I have not heard from anyone since.  This is the same type service they provided in the past and must be dealt with.  I did receive a refund of $178.23 from Tru-Green and another  $118.82 that my bank provided due to a fraud claim I submitted on my behalf.  These two amounts I believe are ample recoupment on my behalf.  I now only want this be a negative record with the Revdex.com and for Tru-Green to not contact me any further as I will consider it harassment.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I spoke to Mrs. [redacted] earlier today and asked her to come in so that the body shop can take a look at her vehicle, she agreed and came in between 11-11:30am. We looked at her vehicle and could see that some repairs had been done in the past and I told her that. I also let her know that I will get with my GM and Body Shop Director and give her call when we decide what is going to be done. I Hope to get back with her today.
Thank you,
Cindy D[redacted]
Customer Relations Manager
cd[redacted]@mikecalverttoyota.com   
713-558-8219

[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 [redacted], and find that this resolution would be satisfactory to me.  
Please have payment sent to:[redacted]
[redacted]
[redacted]