State Farm Insurance

A response was given to this customer the same day the email was sent requesting a refund. The customer is out of the money back warranty and was offered a replacement if the current module was not working. Our warranty information is clearly stated under the terms and condition section at the...

bottom of our web page.

We were very sorry to hear about [redacted]'s experience here during her stay in July and we do understand the inconvenience of some of our amenities being restricted - none were closed. The food venues were offering a limited menu, but still with options, and the beach bar was open but not...

serving specialty drinks. However we have other bars on the property that were completely functional. Both swimming pools were open and f[redacted] functional, as was the Seawater Spa. The beach was never closed. Our Front Office Manager was willing to credit one night back as the two of them discussed for any inconveniences  experienced  however the guest booked via [redacted]. She was instructed to get in touch with them and that we would allow the one night credit and she would have to speak with [redacted] about the other.  She claims that she had been calling Gurney's for three weeks but there are no messages on any of the phone lines.  When she reached my line within one hour on August [redacted] she received the credit that she was asking for.We refunded the amount of $600.67, as we did not know what she directly paid [redacted]. This amount includes the 20% service charge and the tax on her room.  (Receipt attached). Even after this compensation as a good will gesture, and a receipt emailed to her as proof of the refund, she proceeded to write to you with inaccurate information.  We feel that this letter was unfairly sent to you and we do not feel that we owe Andriy Fitsych any further compensation.Thank you for your attention regarding this matter.

We were very sorry to hear about [redacted]'s experience here during her stay in July and we do understand the inconvenience of some of our amenities being restricted - none were closed. The food venues were offering a limited menu, but still with options, and the beach bar was open but not serving specialty drinks. However we have other bars on the property that were completely functional. Both swimming pools were open and f[redacted] functional, as was the Seawater Spa. The beach was never closed. Our Front Office Manager was willing to credit one night back as the two of them discussed for any inconveniences  experienced  however the guest booked via [redacted]. She was instructed to get in touch with them and that we would allow the one night credit and she would have to speak with [redacted] about the other.  She claims that she had been calling Gurney's for three weeks but there are no messages on any of the phone lines.  When she reached my line within one hour on August [redacted] she received the credit that she was asking for.We refunded the amount of $600.67, as we did not know what she directly paid [redacted]. This amount includes the 20% service charge and the tax on her room.  (Receipt attached). Even after this compensation as a good will gesture, and a receipt emailed to her as proof of the refund, she proceeded to write to you with inaccurate information.  We feel that this letter was unfairly sent to you and we do not feel that we owe Andriy Fitsych any further compensation.Thank you for your attention regarding this matter.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The church does not owe State Farm any money because the church did not have a policy with the company. It was cancelled by State Farm as Mr. W[redacted] indicated on 2/28/2015 because of nonpayment. A lapsed policy cannot be enforced and therefore there was no automatic renewal. A new effective date of 6/18/2015 was never communicated in writing, or by telephone call, or through issuance of a new policy. As a result the church did not send payment to State Farm. Instead as noted by Mr. W[redacted] the church secured insurance with a different carrier. The only notification that the church received about a reinstated policy was a notice mailed October 2015 from State Farm's collections department requesting payment. In short, the church had no coverage from State Farm from April - August 2015 and does not owe the company any money.
Regards,
[redacted]

[redacted]        On your first visit the trouble code that was stored in your cars computer directed us to replace your 02 sensor with instruction from Toyota North America (We have these instructions in writing from Toyota NA). The cost for that service was...

$567.00 plus tax. At that time a safety inspection was performed and it was recommended that the front brake pads be replaced as they were measured at 3mm in addition the front calipers were ceased and not sliding correctly on their pins. No pressure was placed on [redacted] to spend $417 for this repair. She could have called someone for a second opinion or called a family member for their opinion or came back at another time for the repair. The check engine light came on a second time and when the car was returned to the dealer the recommendation from Toyota NA through a service bulletin states that if the car returns for this condition there is an improved wiring harness available. Toyota NA warranty for this item is 3 years or 36k miles. Mrs. Luongo's 2008 Toyota Avalon is 4-5 years out of warranty and she does not currently have an extended warranty that she could have purchased to cover her after the factory warranty was over. No bill was "inflated" and I welcome you to compare our prices with other Certified Toyota dealers. You will see our prices are more than competitive.The repair for the wiring harness was $2150.67 with tax. $577 was refunded to you for the first repair that ultimately did not stop your check engine light from coming on even though this is the course of action that was recommended to us by Toyota NA. The car was not made with a defective wiring harness. The wiring harness lasted for almost 8 years without needing a repair. Wiring harness go through constant vibration, flexing, exposure to heat and cold, water, ice and road salt can take a toll on the wiring harness. Nothing underhanded was done at DCH Freehold Toyota. We follow the warranty procedure that is giving to us by Toyota NA. If you are not happy with the warranty process that is set forth by the manufacturer, I suggest you speak to someone at the Toyota North America office. [redacted] name along with her husband is on all of her service records. The dealer has no knowledge that someone is deceased unless we are made aware by the client. We are sorry to here her husband is deceased and will remove his name from the service records if that is what [redacted] wishes. The dealer will provide a name and phone number for a contact at the NY Region if you would like to discuss your displeasure with the manufactures warranty.

Toyota North America has inspected your car multiple times and found no fault. Your radio head unit was replaced because you insisted on Toyota replacing it even after they told you that there was nothing wrong with the unit (This was a one time good will gesture from Toyota...

North America). Toyota North America made the choice to decline your second request not the dealership. DCH Freehold Toyota does not control the manufacturer and cannot make them replace it for you. I suggest you return to where you purchased this car and speak to their service department. This car was not sold by DCH Freehold Toyota. We replaced the unit with a brand new one from Toyota and have the documents to prove that and the serial number was provided to you. Every other phone that was tested on your car worked. You should have your phone replaced and then try it with your car. Just because Apple told you they ran diagnostics on you phone it does not mean your phone is not the problem. Other iPhones worked fine on your car. There is nothing else DCH Freehold Toyota can do as we have involved Toyota North America and had your car inspected by them and they are the final word.

[redacted]                       Thanks you for your email. I just spoke to our service manager Bob H[redacted] who provided me with your service records. You have no history of ever...

complaining about this part of your car being faulty and we never attempted to repair it until you brought it in on October 11th 2016. You have had the car since 3/04/14 and brought it in for service five times 06/07/14-5k oil service, 09/05/14-10k service, 12/16/2014-15k oil service, 04/04/15-20k oil service, 10/24/15 oil service. Never once in the two and a half years since you purchased this car have you brought it in and complained that your power locks on your passenger side do not work. When our technician inspected your car they found the door seal had been opened and the actuator was disconnected. The original estimate that you signed was $169. I would be happy to help and reduce the bill to $100.00. I'm aware that you verbally abused my employees and used swear words in front of other customers. I'm not happy about that and I wish you would please treat everyone with respect and do not "name call". We are very easy to deal with and are happy to help our customers resolve issues. We treat our customers with respect and we expect the same from our customers. Thank you, Anthony C[redacted]General ManagerDCH Freehold Toyota

I received your letter regarding the complaint from [redacted] Church. Here is my response;Since [redacted]'s complaint revolves around the commercial umbrella policy, I will only respond regarding that policy. The church had an umbrella policy with State Farm that started on 7/23/12 but that policy lapsed for nonpayment of premium on 2/28/15. My office was asked by the church to reinstate that policy on 4/9/15. Because the policy had been out of force for more than 30 days, our underwriting department required that we take a new application. We were instructed by underwriting to take a non-bound application which means that my office was not allowed to bind coverage immediately. The application needed to be approved by underwriting before we could bind coverage. The application was approved on 8/13/15 and a bill was generated for $1,034 to pay the annual premium. No premium was ever paid so the policy cancelled on 8/31/15. Because coverage was in force from 4/9/15-8/31/15 and pro rata bill was sent for $428.18 to pay for this time frame. In speaking with my collections department today, they informed me that they are now in possession of proof that the church had an umbrella policy in force with [redacted] beginning on 6/22/15 therefore they are in the process of adjusting the amount due to reflect the time period of 4/9/15 - 6/22/15. I estimate this amount will be roughly $218. Per my collections department, they should receive an updated bill in several weeks. If you have further questions, please Contact me or State Farm's collections department at [redacted]

Complaint: [redacted]
I am rejecting this response because: First, Toyota NA did not inspect my car.  The local dealership inspected my car using their dealership mechanics.  As proof, pictures were shown to them as to the navigation failing.  It even failed when I brought the car in and they saw it with their own eyes.  Freehold Toyota's tech told his service manager to replace the navigation unit.  I did not.  Since the new unit was replaced, it is worse.  Now it not only loses contacts as before, but it reboots itself. The car was purchased at another dealership but both dealerships are owned by DCH--one in Freehold and one in New Brunswick.  Even though I did not get the car in Freehold, any Toyota dealership can service their Toyotas that are under warranty.  Apple did do diagnostics on my phone several times and there is nothing wrong with my phone.  The problem is intermittent which means occurring at irregular intervals not continuous or steady. I even spoke to Entunes which runs the software for the navigation system and they know of such problems and the representative told me that it is the 'head' and it should be replaced and it is not the phone.  Let Toyota or Revdex.com call Entunes and verify the problem.
Regards,
[redacted]

Per information from the towing company they are paying the $268.38 and the situation has been resolved.
 
Thank you for bringing it to my attention.
 
Regards,
 
[redacted]
 
[redacted]
[redacted]
[redacted]    [redacted]
[redacted]
[redacted]

Brown streaks have appeared on siding. Chris has told me 3 times they would be back. Told me when siding dried he would be back. Its been 3 weeks and 3 phone calls and still has not come back

Revdex.com spoke to Chris today. He stated that when the job was in progress, the consumer came out telling the employees how to do the job. She asked them to power wash her front door - the screen door has to be opened to do this. The consumer saw right away that water got on the floor and cleaned it up....


The shingle was fixed and Chris called [redacted] for information on how to remove a stain on her type of tile that was cause by the water. He got spec sheets. He called the consumer to tell her how this can be fixed and was willing to buy the product that would clean the stain. The water never would have been an issue if she did not request this to be done. He had returned her first call immediately, and her job was discounted $25 as she had asked for a lower price.
He went to her home and she would not let him see the tile. She stated she has another company / person looking at the shingle. He stated he has contacts too, but she told him to leave the property.

Thank you for your response. As I already said Toyota North America makes the call on what can be done to assist your concerns. Toyota replaced your item as a one time good will and they will not replace it again. The dealer can only do what Toyota North America allows under the warranty. Any further issues must be taken up with Toyota North America. If they say they will replace it then we will do what they allow. It has been brought to them and denied for a second replacement. Freehold Toyota has done all we can working with Toyota North America and found no fault in your radio unit.

Complaint: [redacted]
 
I am rejecting this response because:
What a pack of liars we have here? Can you put Ludwick, his boss (who said the part price changed in the last 1 hr) and Tom (the technician) in your office and I will stop by, can all of them say they haven't lied to me that they never touched this part? Just to escape from their responsibility, all of them conveniently lied to me. And when I brought up the new bolts and nuts part, you are changing your stand.Coming to your claim "The noise the customer is complaining about is from the exhaust resonator, an interior portion of the exhaust that is not accessible. We could not damage this even intentionally since there is no access to inside the pipe.", does it even make sense to you? Let me give you an example. You dropped a camera and outside body is perfectly fine but internal mirror is broken. Can you say "I never had access to the mirror so I could not damage it even intentionally"? The technician could have mis-handled the pipe and the internal part could have broken. You haven't answered to my question about the part (Tensioner Belt Assy) you guys said is broken. What is the guarantee that you didn't break it and charging me for your mistake? I said yes to fix it without even thinking you guys can fabricate things like this. I trusted you for my service needs and yOu did everything to break that trust.This proves that all your advertisements about the Toyota-trained technicians, complete peace of mind to the customer is complete trash talk. You are just another shady business out there.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We just spoke with the bank moments ago and they do not have an account for [redacted]. They claim they have never received any paper work or contract from Toyota regarding [redacted]'s purchase. She spoke directly with the division that deals with auto loans and the person from the bank searched for her account 3 times over and could not not find any information. 
Regards,
[redacted]

Per information from the towing company they are paying the $268.38 and the situation has been resolved.
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Thank you for bringing it to my attention.
 
Regards,
 
[redacted]
 
[redacted]
[redacted]
[redacted]    [redacted]
[email protected]
www.insuremke.com

[redacted],I received your letter regarding the complaint from [redacted] Church. Here is my response;
Since [redacted]'s complaint revolves around the commercial umbrella policy, I will only respond regarding that policy.
The church had an umbrella policy with State Farm...

that started on 7/23/12 but that policy lapsed for nonpayment of premium on 2/28/15. My office was asked by the church to reinstate that policy on 4/9/15. Because the policy had been out of force for more than 30 days, our underwriting department required that we take a new application. We were instructed by underwriting to take a non-bound application which means that my office was not allowed to bind coverage immediately. The application needed to be approved by underwriting before we could bind coverage. The application was approved on 6/18/15 and a bill was generated for $1,084 to pay the annual premium. No premium was ever paid so the policy cancelled on 8/31/15. Because coverage was in force from 4/9/15–8/31/15 and pro rata bill was sent for $428.18 to pay for this time frame. 
In speaking with my collections department today, they informed me that they are now in possession of proof that the church had an umbrella policy in force With [redacted] beginning on 6/22/15 therefore they are in the process of adjusting the amount due to reflect the time period of 4/9/15 - 6/22/15. I estimate this amount will be roughly $218.
Per my collections department, they should receive an updated bill in several weeks. if you have further questions, please contact me or State Farm's collections department at [redacted].
Michael W[redacted], Agent

Thanks for your email. I can tell you that repainting your entire car is not going to happen but I will be happy to speak to the manufacturer on your behalf. I have not heard of this issue before so I will speak to my service Manager to get all the facts before I call Toyota North America. What park...

of the car has the "chips"? ThanksAnthony C[redacted]General ManagerDCH Freehold Toyota [redacted]

Consumer phoned Revdex.com and stated the complaint has been resolved.

Complaint: [redacted]
I am rejecting this response because:
    I appreciate your help with this matter, I am willing to bring the vehicle in to you and get a loaner vehicle while you inspect the car. However I have never see road debris like this on any vehicle ever before, I have had many different cars over the past 40 years, they never chipped like this, also road debris would not be on the trunk of the car, I could understand if it was tiny chips on the hood, winshield, or even the roof of the car, but it is large chunks of paint chipping and it is also on the trunk. Also if it was road debris why is there no chips at all on my winshield or any glass on the car at all.
Regards,[redacted]