Chicago Title

To Whom it may Concern;We did in fact do some damage to *** ***'s Toyota *** with the VIN ***Our shuttle driver scraped the side of it against a light pole in our parking lotUpon damaging the vehicle, my Assistant Service Manager called her immediately and explained
what happened and made an appointment with our Body Shop to have the vanrepaired to like new conditionWe also made arrangements to provide *** *** with a loaner vehicle while the repairs were being madeOn the day of her appointment, she stopped in and spoke with our Director of Operations stating that she was not going to drop the vehicle off at our bodyshopMy Director of Operations and myself called her to discuss her concernsShe stated that she wanted the sliding door replaced and not repairedShe also stated that she wanted the rocker panel replaced instead of being repairedI assured her that our bodyshop would make the determination as to what needs to be replaced vsrepaired and that if the decision was to repair, which it was, that I would provide her with a written warranty on the repairs that we made to the van and that we would stand behind those repairs for as long as she owned the vehicleShe insisted on having the parts replaced stating that the repairs would depreciate the value of her vehicle, once again, assured her that this was not the case and that the process to repair (sanding and refinishing) is essentially the same as if we were to replace the door panel, as it comes to us in bare metal formstand behind my decision to repair her van to like new condition and will do this as soon as she gives me the authorization to do so.Jim H. Service Director

To Whom it may Concern:This letter is in reference to case ID # *** *** was in fact in to have an oil change and tire rotation on 11/5/When pulling the vehicle in for service the technician accidentally caught the edge of the lift with the tire damaging itDuring our routing
inspection the technician noted that the tires were all at 3/32", 1/32"above the Pennsylvania's State inspection minimumA routine recommendation Would be to replace the tires; especially heading into the winter monthsStacy, the service consultant asked me how to approach the customerI told her to first explain that we damaged one of the tires and that we would replace it at no chargeSecondly, told her to go over the Complimentary inspection results showing her that the tires were all in need of replacementWhen explaining this to the customer had her explain that we would even honor our buy get for a dollar promotion meaning that a the customer would only have to pay full price for tires and $for the third; the 4th We Would take care of internallyAlso, we explained that it's a good idea to perform an alignment when new tires are installed and that we would do this at our cost for her inconvenienceShe agreed and We proceeded with the repairs, don't feel that we owe the customer anything beyond what was already offered and will not offer any more assistance in this matterPlease don't hesitate to contact me with any questions, have also included a Copy of the invoice showing that she only paid full price for of the tires and $for the third; the 4th isn't included on the invoice because We took care of this internallyYou'll also see that the alignment was billed at cost, not the retail price of $I've also included a copy of the complimentary inspection, which is date and time stamped, showing the tires at 3/32".Jim H***General Manager Performance Toyota Volvo

First we would like to apologize for your unsatisfactory experienceThere was a lot of miscommunication and we would like to go through the events with youWhen you first contacted us by telephone we gave you a verbal quote estimateWe can't give anyone an exact amount until we know what the
job entails.The bumper was delivered on 6-12-by two people, neither of whom was yourselfThey explained how you were busy at work, so you couldn't be thereThe bumper that was dropped of was not the factory bumper which we had quoted the price for, and there were multiple pieces along with the bumper that also required paintingNot only was there more than one piece that required painting, but the two people who dropped the bumper of also explained that you wanted the bumper to be painted two different colorsWe explained to them that this would cost more than the $originally quotedThe estimator told them it would be roughly another $They then contacted you to explain the price increase and that we had to discuss with you how you wanted the two different colors applied to the bumper coverBetween the phone calls and looking up pictures online to see exactly how you wanted the bumper painted, we did forget to write the VIN number down, which was absolutely our faultHowever, when we called the next day to get the VIN number, we were given the wrong numberWe called numerous times until we received the correct numberWe couldn't write up a repair order until we had a validThe second howas the color matchTraditionally, we always want the vehicle there when We are going to paint something for that vehicle, but we were trying to work around your schedule by not having the vehicle thereWhen we replace a bumper cover, we usually require that the vehicle is dropped off for two days so we have time to mix the paint, spray the paint out on a test panel, compare it to the vehicle itself, and then paint the bumperNo two cars have the exact paint variant on themThey may have the same paint code, but the color can vary depending on which manufacturing plant it was painted at across the worldThe last thing we wanted to do was paint the bumper cover and have the color not match the vehicleAs such, it did take you a few weeks to bring the vehicle out for us to check the color card, due to your work scheduleWe were also told from the start of this whole process that there was no rush to get the bumper painted because there was no physical damage to the bumper on the vehicleIt was solely a cosmetic upgrade.Most businesses don't allow customers to supply their own parts because of the problems that can arise, such as this situationWe're sorry about any confusion ??? may have had with the billbut we ended up doing more work than what we actually charged forIt took almost twice as long as we charged to tape up the entire bumper twice for the two tone finish, We used more materials than we quoted to refinish the bumper, and we repaired damage that was on the new bumper cover from when it was shippedWhen we purchase our own parts and they come in damaged we either charge the supplier to fix the damage, or we send the parts backWe didn't charge you for any of these items because we knew you were paying out of pocket, and we more, so unfortunately at this time we can not issue any kind of credit or refund

Initial Business Response /* (1000, 5, 2015/07/23) */
Chicago Title provides title and escrow services. Our employees are very experienced and understand their roles as neutral 3rd parties. Our number 1 goal is to provide excellent customer service and ensure that each and every transaction is...

completed in a thorough and efficient manner.
On Friday, May 15th Lisa T[redacted], escrow assistant, sent out our introductory email to the sellers requesting information. Mrs. [redacted] sent an email back to Lisa T[redacted] on 5/18. Lisa called her within a day of receipt of the 5/18 email and explained that there was the divorce case showing on our title commitment and that we will need evidence that $2,500 was paid, in order to comply with the terms of the divorce. Mrs. [redacted] said she would look for it and then on 5/29 she emailed a large document to Lisa. Lisa replied that day and said that she would send to title curative to review. The document was with our curative department for a week and they were working with our Underwriting Counsel to determine what we would require from Mr. [redacted] in order to issue clear title to the buyer. Our escrow officer, Jan Q[redacted], had contacted the [redacted]' on 6/8 to schedule their closing appointment and notify them that they need to provide evidence that the $2,500 was paid to the ex-wife, as the document was not sufficient since it didn't address the $2,500 payment. Jan had mentioned that we would accept an affidavit signed by the ex-wife indicating that she was paid. The [redacted]' were unable to provide evidence of the $2,500, nor were they able to reach the ex-wife to obtain an affidavit, so we then required $2,500 to be held in escrow until this matter could be resolved. Both the [redacted]' and the buyer signed our escrow hold agreement. During the closing, our manager intervened and was able to reach the ex-wife and made arrangements for her to come into the office to sign the affidavit. After the closing, Jan received a phone call from Mr. [redacted] indicating that the ex-wife would not sign the affidavit until Mr. [redacted] dropped his court case. We are a neutral party to the real estate transaction and have a fiduciary responsibility to issue clear title to the buyer and deliver proper proceeds to the seller for the sale of the property. We require cooperation from all parties to effectuate our fiduciary responsibility. Our Northern Ohio manager talked to Mrs. [redacted] on July 9th and informed her that we should not be discussing the matter with her since she was not a party to the transaction. Mrs. [redacted] had her husband call and our Northern Ohio manager called him back the same day and left him a message that has not yet been returned. In the interest of good customer relations and our underwriting position, we will return the $2,500 to Mr. [redacted], as we feel that the risk has passed.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although Chicago Title returned the $2,500 that was in question, my wife and I are extremely disappointed that Chicago Title misrepresented the facts of this case in their response to this Revdex.com complaint. Lisa T[redacted] NEVER called either myself or Mrs. [redacted] and Jan Q[redacted] did not call either of us until she received a phone call from my wife and it is unfortunate that whoever responded to this Revdex.com complaint basically called me and my wife liars, simply to cover their inadequacies. My wife also spoke with and still has voicemail messages on her phone from Monique at Chicago Title, as well as Shelley W[redacted]. My wife sent an email to Shelley W[redacted] requesting contact information for another manager, which Shelley W[redacted] refused to provide. My wife still has this email response from Shelley W[redacted]. We were forced to go online to obtain Mary M[redacted]'s contact information. We then further pursued this matter by directly contacting Ms. M[redacted], a northern Ohio manager with Chicago Title. We will accept the $2,500 at this time as we remain in litigation with my ex-wife and we need to focus our attention in that direction at this time. We will NEVER again use the services of Chicago Title and will tell everyone we know of this most unfortunate experience. Had they reviewed the documents provided by my wife on May 29, 2015, this may have been handled correctly. If Chicago Title staff had simply contacted me or my wife and provided the basic services for which they were paid, we would no longer be responding to inquiries such as this. As previously stated, this was my home and I challenge Lisa T[redacted] or Jan Q[redacted] to prove they contacted me personally, because they did not. Again, they were unprofessional, inconsiderate, rude and condescending. It is my hope they will handle future transactions in a more tactful, thorough manner, but I doubt they are capable of that, simply based on their inappropriate response to the Revdex.com complaint. Shameful on their part.