Wally's Roofing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As professionals in the automotive industry it is the responsibility of the vendor to inspect the goods they are selling.  in this matter a CARFAX is only one tool available.  as professionals they are expected to have the knowledge to access the vehicle to determine its mechanical state and provide such information in a open and honest manner.  The vehicle had an airbag light on and a tear in the head liner. the seller informed me that any issues that could occur would be covered by manufactures warranty given the age and mileage of the vehicle.  we accepted this to be the truth.  As I stated before the local dealer was able to determine the airbag issue simply by looking.  As a layperson I do not have this skill and relied upon a reputable dealer to provide true and accurate information.   The airbag was tucked back inside "hidden" if you will and presented as a simple tear.  the dealer had a responsibility to inspect the vehicle prior to offering it to public sale as to ensure the product is as represented.  In this matter the "AS-IS" warranty does not apply as the airbag was concealed by the seller and not disclosed.  this is not typical or acceptable wear and tear as would be covered in a typical "AS-IS" claim.  Additionally,  I did not request to see the CARFAX as it was offered and I was assured that there were no issues. Furthermore, the dealer has yet to refund the $300 overcharge to our credit card furthering the dishonest conduct of this firm.  As of this date we have had no good will attempts to rectify this issue.  Only excuses and false representations for the situation.  We require this matter to be rectified without further delay.
Regards,
[redacted]

I received a complaint from Revdex.com on behalf of our customer [redacted] ID [redacted] and quite frankly do not understand why customer would complain as we have provided all requested repairs for her vehicle. Firs of all the vehicle did not sit in our shop for a month as stated by customer, we had...

it for 5 days. Customer came to pick up vehicle after 5 days and had more demands that were not part of Due Bill and we still agree to fix those things. We had their car in our shop for an additional 3 days to take care of those problems. When they picked up the vehicle for the second time they actually seemed happy with the repairs. I am really confused why they would complain after we provided them with services that were not even something we agreed upon. FYI: Customer currently has an ESC through Smart Auto Care for 60 mos, 125,000 miles. Also they were made aware that the van did not have front airbags before they agreed to buy a vehicle and still purchased it. As far as the temporary plates concerned, all paperwork was done and mailed on time. I have no idea why BMV would not have their information.

We are very sorry that the customer is still not satisfied, but unfortunately there is nothing else that we can do to make him happy that we have not already done.

We are going to send Mr. [redacted] a check for $300.00 this date to the address listed listed in his complaint. He should the check sometime next week.

[redacted] Re: [redacted] Case ID [redacted]   Dear Mr. [redacted]   I would like to thank you for allowing me the opportunity to address this issue and respond to this customer’s complaint.   Yes, this customer came in to purchase a vehicle and we...

applied to one of our lenders to secure her loan for her.  All was going well and we received an electronic decision for a tentative approval for her loan.  We proceeded to complete the paperwork needed for our lender and let the customer take the vehicle. We then received notice from our lender that after some additional research into the Social Security number provided to them by the customer, they concluded something was wrong.  They contacted the customer, got the correct Social Security number and when a subsequent credit bureau was pulled, it revealed that the customer had a repossession for a previous auto loan.  This lender does not allow for customers with repossessions with them to secure another loan so they rescinded their original tentative approval as the customer no longer qualified for their program and the contract she signed with them was now null and void.    We contacted the customer and asked her to come back in and we explained to her that she got a tentative approval because she provided the lender with a wrong Social Security number.  We also explained that when the lender got the correct social Security number and discovered the repossession, that they had the right to cancel the loan.  She was not happy about this but it was not our doing, it was hers.  We then told her that we were able to secure another tentative approval with another of our lenders that does allow for repossessions in their program but does limit the amount of credit that they will extend.  We explained that this replacement lender would give her a loan to finance less money and that she would need to make up the difference in the down payment.  She did not want to accept this or any responsibility for losing the first approval because she provided bad information to the lender.   [redacted] we value our customers and our lenders as they are the life blood of our business.  That said, no, we did not and would not create a fake job or income for her or any customer.  We of all people know that lenders confirm everything as was evidenced by the fact that the first lender found out about the wrong Social Security number that the customer provided.  We concluded our business with the customer by refunding her entire deposit even though she was driving our car for six days.    I hope that this will help bring a speedy resolve to this matter and once again, thank you for your time.   Respectfully, [redacted]

May 18, 2015   Re: ID [redacted] Customer: [redacted]   To: [redacted], Director, Marketplace Resources.   Dear Mr. [redacted],   We have received a complaint from Revdex.com on behalf of our customer. We understand that the customer is upset about the fact that he is having problems with...

his vehicle. We tried very hard to help with the repairs, despite the fact that the vehicle was sold “As Is”.  Our company has already replaced the pvc valve at our own expense among other small repairs that we performed. We have offered our customer the additional repairs that he requested for the vehicle at $1,400, which is $200 less than any of the estimates he received so far. The customer also claims that we provided “false advertisement” in respect to the engine. The advertisement states “MOST engines 100% guarantee”. The vehicle in dispute is a 2003 Toyota Highlander, which is a 12 years old vehicle. No warranty could be given on the 12 years old engine as we ourselves would have no ability to predict the life of the engine that is this old. If you have any additional questions, please don’t hesitate to call. ###-###-####   Yana D[redacted], Account Manager

We buy almost all of our cars at the auction. With that being said, we don't meet the previous owners of the vehicles therefore we have to depend on Carfax and Autocheck reports. This vehicle shows no accident or damage reports on either. As for the $300.00 we are more than happy to issue a check to...

the customer, which we would have done months ago had there been any communication from him. This is the first time that any of us have heard about there being any kind of issue. I am attaching the Carfax reports. He may be able to get some kind of compensation from Carfax as they do have certain guarantees. Thank you.

Per customer phone call:As of yesterday, my complaint has been resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Here is the as-is paperwork you requested

I have spoke to [redacted] and we decided to take the car back and give her a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted] 
The Carfax does show that it was totaled out. Niko said it when he pulled it up and seen it when I called after I found out the car had a rebuilt title. Your lying to try to save face. I also have prove that car had a rebuilt title. The auction company you purchased the vehicle from also told you the car had a rebuilt title. Please stop lying.

The customer purchased the Scion TC knowing that the car had been upgraded. We were under the impression that it was the reason she liked the vehicle as it is clear even from the picture of the vehicle that it had number of upgrades. The turbo, inter-cooler, exhaust and suspension were all upgraded....

This model TC was a non-turbo mode from the factory. The customer insisted on speaking with the owner of the company although we explained to her that the owner is always traveling on business and would not be available. At the time the customer came in the owner was on the family vacation out of the country and could not be reached. As the shop manager I told her to bring the car in and I would try to help her out. Customer refused to bring in the vehicle and stated that she refuses to talk to anyone and the next time we hear from her it would be from her lawyer.We understand that the customer is upset and we are very much willing to work with her to make her happy, but in order for us to do so, she needs to bring the vehicle in for us to as the problem.

The dealer has yet to refund the $300 overcharge to our credit card furthering the dishonest conduct of this firm.  As of this date we have had no good will attempts to rectify this issue.  Only excuses and false representations for the situation.  We require this matter to be rectified without further delay.

[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.  If you and the business have reached an agreement...

and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Customer called stating the problem has been resolved.

The car was purchased from an car auction with a Carfax showing all known vehicle owners and service incidents.  We had no knowledge the air bags had been deployed due to the Carfax report being void of any information of this nature; as such we did not withhold any information or act in a fraudulent or dishonest manner. We relied upon the Carfax report as per our normal and accepted business practice. The Carfax did not reveal any evidence the vehicle had been in an accident nor that air bags had been deployed. The customer requested the Carfax and it was provided to him prior to him making his final decision to purchase the vechile with the AS-IS warranty. The Carfax comes with a guarantee that states: "GUARANTEED - None of these major title problems were reported by a state Department of Motor Vehicles (DMV). If you find that any of these problems were reported by a DMV and not iincluded in this report, CARFAX will buy this vehicle back." Based on the above the business' sales practice was ethical and accepted best practices in this industry.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In regards to the $300 refund.  we will be happy to accept. a credit to our card as charged and will be satisfied with that portion of the compliant as item 1.  if preferred they may also send a check in full at their option.  for the record,  we have left several messages as well as filed a complaint with our CC company who was not able to make contact with them either.  in regards to item 2.  we do not accept this answer as they are professionals and had ample opportunity to inspect the car making sure it was safe for the road.  it took less than 2 minutes for the dealer to identify this vehicle was wrecked and it had been fraudulently concealed.  I understand that this  is a used vehicle and as such will have natural wear and tear.  my complaint is not of that nature.  they have endangered the lives of myself and any passenger in the vehicle.  when I asked about the light is was assured it was a mechanical issue and was fair to be accepted at that point.  in fact it was not.  the cost of making the vehicle safe for travel rests with the vendor.  I expect payment in full for the repairs.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am yet to receive the payment.  I do appreciate the business rectifying this portion of our complaint.  However,  we still have the matter of concealing the airbag deployment of the vehicle which I purchased.  I require the business to make payment in full for repairs as proposed by the documents provided in order to satisfy the complaint.  we ask additionally that this matter is scheduled for mediation before the end of January in a goodwill attempt to solve the complaint.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

I would like to apologize for any inconveniences that the customer has experience.  If I can get more information as to who promised customer to refund $300 I would be able to get to the bottom of this. Also can I please get a copy of the receipt for the overcharge, this way I would be able to verify that there was an error made on our side and have it corrected. I am once again sorry for any inconvenience and would like to work with the client to solve the problem. As far as the vehicle being in a crash, as we mentioned before, there is no indication of an accident on the CarFax, so there was nothing to show us that the vehicle was actually in the accident. When we purchase vehicle from the auction we rely on the CarFax for all the information and that's the information that we pass on to our buyer. If the customer  would like to receive a copy of the CarFax report and I would gladly mail it to him.