Hilliards Heating and Plumbing

The reply from the business, namely customer relations manager Gema [redacted], is full of outright falsehoods.1. In her reply about events that happened near the time of the vehicle purchase in late 2015, she denied that the car was delivered with any paint damage.  However such damage to the hood was noticed and mentioned before purchase, and a spot on the roof had been repaired before the customer even saw the vehicle.  The dealership eventually offered to "detail" the vehicle (polish the paint?), but that was hardly anadequatesolution because some of the paint was scratched all the way through the color coat, down to the white primer beneath it --  polishing will not put back paint.  Eventually, after contact with Mazda corporation, the front of the car was repainted and all the damage there seemed completely repaired.   The spot on the roof apparently received a new application of clear coat paint and initially appeared good, but it currently does not quite match the color of the rest of the roof    Ms. [redacted] suggested that paint damage occurred because something may have been set on top of the vehicle, but that's not credible because so much of the damage was on vertical areas, such as the front bumper and fender -- how does one set an object on such vertical surfaces?  It's more credible to believe the vehicle had been damaged by the branches of a tree or bush while it was moved around and parked at the dealership.   Also the fact that the car eventually had its roof, hood, bumper and fender repainted disproves Ms. [redacted]'s claim that the "customer never came in for us to have a look" [at the damage].2. The son of the customer did not threaten to sue Ms. [redacted] personally for not fixing the scratches, as she claimed.  Rather, he threatened to sue if the unpleasant dealings with [redacted] led to the over-80 customer suffering a stroke  or heart attack.  3. The dealer failed to deliver notification in early 2016 that the first 6-month scheduled maintenance for the Zakek paint protectant was due, but it did send notice for the next 6-month [redacted] maintenance, and the vehicle was brought in on July 14, 2016 because of that notice.   The paint damage caused by the dealer on that date was noticed before the customer took possession after treatment, but it was originally misidentified as harmless white  powder residue from the [redacted] treatment, and such powder was visible in several areas elsewhere on the vehicle, including along the clear plastic protective strips on the edges of the doors, a long, narrow vertical strip running down the middle of the driver side door, and at the edge of the roof line next to the passenger side rear door.  That powder came off easily by lightly brushing over it with a cloth, but when that was attempted on the driver side fender, nothing came off, and that was when the deep scratch was noticed.  That scratch definitely did not exist about 2 hours before arrival at the dealer that day.  The customer never said this spot just "rubbed off," as Ms. [redacted] claimed, nor did he cancel an appointment about this matter or say that no other assistance was needed. The original proposed solution must still be carried out:  repair the scratch properly and at no cost, and completely refund the cost of theapparently useless [redacted] treatment and contract.

This is in response to the complaint by Mr. [redacted],
We would require additional information from Mr. [redacted] as we do not show him in our system as purchasing a vehicle through us. He may have purchased with a co-signer and we would require that name to search our database. Nor do we have a vehicle...

identification number or a vehicle attached to his record on the service side.
If he can provide more information, we can look into this a little more.
Thank you,
Gema P[redacted]
Customer Relations Manager
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We processed [redacted] refund on September 13th. It may take up to 72 hours or longer for the funds to be returned to the customer’s card depending on where they bank. All refunds are processed by our accounting department and they work Monday through Friday from 8 am to 5 pm. All refunds must be...

processed based on the original transaction and providing his card information was necessary as we only have the last 4 digits of credit cards used in transactions. [redacted] states he came into our dealership at 8:50 pm on Friday September 9th, this was outside of the accounting department hours and the accounting department would not reopen until Monday morning. Once our accounting department receives a request for a refund we need to do research to ensure that we are refunding the original form of payment and that the original payment was received. I have enclosed a copy of the refund receipt to show the refund was processed on September 13th. We are required to ensure the security and confidentiality of customer records and information. The behavior that [redacted] is discussing is not typical behavior for our management team. I would ask that [redacted] review his Visa transactions to ensure that his refund has reached his account. If [redacted] does not see the refund of $250.00 in his account he should reach out to me. Sincerely,Denise F[redacted] Controller[redacted]

I have reviewed Mr. [redacted] file and understand that the vehicle he originally took delivery of was not approved by the lender. In order to complete the transaction we needed to put Mr. [redacted] in a less expensive vehicle to meet the requirements of the lender. Mr. [redacted] signed an acknowledge of the...

Re-written contract on May 1st. I also reviewed the information and the dealership did not purchase the PS4 Mr. [redacted]. I have discussed the situation with other individuals and Mr. [redacted] sold his PS4 outside of our dealership to obtain an additional amount to put down on the vehicle as a requirement of the lender. When he returned to re-sign his documents he provided us with cash. We are not able to provide the VW Passat as Mr. [redacted] did not qualify for that vehicle with the lender. We did not take possession of the PS4 and do not have it to return. We are willing to provide Mr. [redacted] a $50.00 gift card for his inconvenience.

In response to the complaint from Mr. [redacted],I would like to clarify that the Zaktek product is explained at least twice during the purchase process. Once while we show the vehicle. We explain what Zaktek is and how it works. We go over it again in the Finance office and there are at least 4 forms...

acknowledging the purchase of Zaktek and the understanding of what it involves. I have been able to get through to Zaktek with the number provided and the number on the contract [redacted]. One simply has to call the number and select option #4 to get through to the correct department. Once I got through I did find that the home kits have been discontinued. However, the representative in the claims department did find two other more local dealerships where the customer can take the vehicle for reapplication. I have called both dealerships and have spoken to their Service Managers and they are willing to take on the customer for re-applications of the Zaktek product. The customer can also contact me if they require assistance at time of reapplication.North Park Toyota in San Antonio [redacted]Reliable Chevrolet in Albuquerque [redacted]If you require anything else, please let me know. Thank you. Best Regards.Gema P[redacted]Customer Relations Manager[redacted]

September 29, 2015   In Response to the Complaint from [redacted]   I have been in communication with [redacted] the last week. I don’t have record of her communication to us in July. We certainly apologize if we did not address this matter appropriately. I have worked with my...

accounting department to track down the funds to process [redacted]’s refund. It took some research as [redacted] did not cancel her policies directly with us. We have cut a check back to [redacted] for $601.40 and the check will be sent out this week.   I have communicated this information to [redacted] and she is happy we were able to get this accomplished.    We believe this matter is closed.   Sincerely,       [redacted] Customer Relations Manager Camelback Volkswagen / Subaru / Mazda ###-###-#### X[redacted]

Mr [redacted] purchased a 2015 Mazda 5 from our dealership on 8/31/2015 and took delivery that very day. Customer came to the dealership with his son on 9/16/2016 and spoke with a Sales Manager and I about scratches on his vehicle. Mr [redacted]s stated that we delivered the vehicle...

with scratches. We presented the delivery checklist which was signed at time of delivery. In looking at the scratches, it seemed something was placed on the vehicle and moved around. We advised the customer that he signed off that the vehicle was free of dents and scratches at time of delivery and that it was not our responsibility to pay for the scratches to get repaired as we did not deliver the vehicle to him with these scratches. Mr. [redacted]s son stated he would sue me personally for not fixing the scratches. The customer and his son called back to speak to the General Manager about the scratches, I advised him that my General Manager and Director of Service would look at the scratches and we can discuss. The customer never came in for us to have a look.   Mr [redacted]s came in July, 14 2016 for a [redacted] claim. However, the claim was denied due to customer not following scheduled [redacted] maintenance applications (every 6 months after purchase). Customer left the dealership unhappy with the denied [redacted] claim for the spot on his roof. The next day Mr. [redacted]s called Alyssa to say that they had a nick on the fender that wasn’t there before. Alyssa made an appointment to inspect any damage with no promises made. Mr. [redacted]s then called back a couple days later and said never mind, “It rubbed off”, and the customer canceled appointment. No other assistance was needed.   At this point, there is nothing owed to the customer. Scratches and nicks will happen on any vehicle. It shouldn’t be the dealerships responsibility to correct them when they do.     Regards,     Gema P[redacted] Customer Relations Manager

In response to the complaint from Mr. [redacted],   Although we have placed Mr. [redacted] on our Do Not Call list, because he has done business with us, we have permissible purpose to reach out to him with offers that may pertain to him. We have placed his record as inactive and we have...

removed all phone numbers from our system.   I will be sending Mr. [redacted] a gift card as a token of our appreciate and to bring resolution to this compliant.  Thank you.   Gema P[redacted] Customer Relations Manager [redacted]

We have scheduled [redacted] to get her 2nd key programmed. We will be collecting her vehcile from her place of employment, brining it in to progra and will take it back to her. We also offered to fill her tank for her. We apologized for the miscommunication about the check. The Finance Manager was...

new and he misspoke. The customer stated she was satisfied with the resolve. [redacted], Customer Relations Manager[redacted]

It seems this complaint should be forwarded to Peoria Ford. Please let me know if you require anything else.Thank you,Gema P[redacted]Customer Relations Manager[redacted]
[redacted]

When Mr. [redacted] purchased his vehicle the original deal did include a maintenance contract for a total cost of $3080.00, however the lender did not approve the structure of the financing and we had to reduce the amount financed to accommodate the requirement of the lender. We removed the maintenance portion of the contract and issued a new Mechanical Failure Service Contract for a cost of $2400.00 which was signed on April 28, 2015 and reduced our price by $500.00. We are able to offer you a 24 month/30,000 mile maintenance contract for our dealer cost of $480.00.  We do also have acknowledgment of the re-written contract signed by Mr. [redacted] on April 28, 2015. I have attached copies of the contract Mr. [redacted] signed and the acknowledgement of Re-Written contract.This email was also sent to Mr. [redacted] to which I did not receive a reply:[redacted], I tried reaching out by phone- the number listed in your complaint was no longer working. I did some research on your Revdex.com Complaint #[redacted] and found that you have a service contract in place with Fidelity Warranty Services. I have attached a copy of your Mechanical Failure Service Contract along with the contract inquiry print out showing the contract is active. In reviewing your file I did find that there was a new contract completed on April 28th which shows we removed the MPP Service Contract and added the Fidelity Service Contract which changed your payment from 651.66 monthly to 624.92 monthly. It is also my understanding that the free first 10K service was provided by Volkswagen and was not part of your service contract. Please let me know if you are interesting in canceling your service contract and we can work with you to obtain the paperwork needed. Thank you, Denise F[redacted]

I gave them my ps4 it was not sold else where you guys took it. You said it would be 150$ toward down payment. I have a low grade jetta and the cost is way more then you guys said! The other car would have been cheaper I dont know what shady stuff you guys are doing there I never gave anyone cash I truned in my ps4 to some guy named mike I know for a fact I did not bring in cash! I want the car that I got with no down payment or I want my ps4 back with all my games and my controllers I know they are using ot for personal use im not stupid! Therw was no reason for them to reject the first agreement with car, now im stuck with an ugly red jetta that I didnt even want I had sad no like four times I had my other car for at least 3weeks till you guys contacted me with all this bs with bringing car back..

Hello....

Thank you for forwarding me a response from Camelback Volkswagen. Unfortunately, after I spoke to one of their managers, no one from their dealership ever contacted me. They asked me how we could resolve the issue and I told them if they would honor one of the routine maintenance free of charge as I was told all would be up to the 60k mark, I'd be OK with that. To date, no one has contacted me at all. The next service due is the 40k service. If they truly want to make good on their word, I'd like for them to call me and schedule a time for me to bring the vehicle in for the 40k service. I've had to pay out of pocket for the routine maintenance intervals since I've had the vehicle. Again, I was informed if I took the "Platinum Maintenance Plan", all routine maintenance except for brakes or tires would be covered up until 60k miles. That is the only reason I ever agreed to a payment of $628/month. The only thing the manager I spoke with asked me was, "Did you even take the time to read the fine print?" The guy had no intentions of helping me to resolve this issue like he should have based on the fact that the finance manager told me completely false information to finalize a sale. Regardless of "fine print", a customer should not be lied to or convinced that something is something that it isn't.  Thank you for your time and assistance.Sincerely,[redacted]

As explained in the prior response the 2016 VW Passat was not a vehicle that the bank would approve the customer on. The customer was given the opportunity to purchase a 2016 VW Jetta in place of the Passat which he came into our dealership and took delivery of the 2016 VW Jetta and resigned all of the paperwork for this vehicle.In regards to the PS4- the dealership did not purchase the PS4 from this customer- it is my understanding that the customer sold the PS4 to an employee of the dealership outside of the dealership and the customer gave us cash as the down payment. We are willing to give the customer $150.00 which is the amount he received for the sale of his PS4.

Review: Hilliards repaired a leaking water pipe in the backyard. Discarded cigarettes were left on the property, and a brand new hose belonging to the homeowner was ruined during the repair. Two weeks after this repair work was completed, sewage began leaking the in backyard. Dissatisfied with the service provided by Hilliards, a second company was called to fix the sewage issue. During repair of the sewer pipes, it became apparent that the excavator used by Hilliards was the cause of the sewage leak. The irrigation box surrounding the sewer pipes was run over by the excavator causing the pipes to become dislodged and broken. Since this second issue was caused by Hilliards while on the property, they are responsible for assuming these costs. Hilliards was contacted by phone and email many times by the homeowner to resolve this issue. No reply emails were sent by Hilliards and no voice messages were returned. When the homeowner was finally able to reach Hilliard by phone, Hilliard stated that the company would not be pay for sewer repair work.Desired Settlement: Bill of $949.72 for sewer repair is owed by Hilliard's.

Business

Response:

I have a hard time dealing with this. I was not aware that there was an issue with your sewer after we were at your space. We never received a call about your problem and never had a chance to review or remedy the problem. I’ve talked to [redacted] with the park and he wasn’t aware of any issues with the sewer after we fixed your water connection and therefor never called us. If we were aware of an issue we would have investigated it to find the problem and if we were at fault we would have repaired it at no costs. Even if the problem had occurred after normal business hours we have an after hours emergency number to get service personnel to take care of any issues. I have reviewed your pictures and it is hard to figure out what happened. I don’t know if there was a problem with the cleanout cover or if there was proper connections to the pipes. I looked at pictures (sewer 4 thru 7) and I don’t see a connector from the green pipe to the black pipe. To connect those two different pipes there needs to be a proper connector/adapter since they are different dimensions and since there’s no connector the pipes will not stay together and will leak or separate and cause backups. I also have a problem with family members coming from Helena Montana to fix your problem and making up an invoice and trying to pass it off as a bill. I cannot tell whether your backup was due to improper connections, improper materials, our even our fault and due to the lack of communication I do not feel that we should be responsible for your bill or what your trying to pass off as a bill. I also do not know if there was a problem before we arrived at your space. I know that you’re having a problem with your landlord and your water connection bill that we repaired, I do not know what your rental agreement is and I do not want to get involved with that issue. Like I told you before on the phone we do not pay other companies to do our warranty work or work we specialize in, issues that we don’t have proper notification of or a opportunity to investigate. The only thing at this time I’m willing to offer is a 10% discount on your water repair bill. I hope that works for you.

Hilliard's Heating & Plumbing, Inc.

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