ComplaintsforP. Patterson Sales

• Initial Complaint

  30/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Where do I start? First off my 2021 mercury 60 hp outboard that’s been in the shop months since i bought it. Well its had 4 different pieces replaced including the bottom end and its still broken becuase they dont know how to fix it. The real reason why im here is Because the Manager from Patterson sales in Truro would not replaced the stolen items out of my locked gloved box. He said one of my employees left it open and someone must have come in the yard and stolen it… so after being disrespected by him he thinks that’s my fault and there’s nothing he can do. Stolen was my 1000 helix 7 g3n fish finder and my noco boost charger valued at 200. All i wanted was my items replaced and the warranty items on order shipped to my door as I will never do business with these crooks again. I have always been polite and have always got bad attitude from customer service asking when my boat will be done and then not having a valued answer. Im in talks with ctv as my family works for them and we are compiling information as we speak. 50 thousand dollar boat and they dont know how to fix it… worst service ive ever had with any company and I will make it my mission to make sure as many people as possible hear my story if this is not resolved

  Business response

  05/07/2022

  *****,

  We are very sorry to hear that items out of your boat we're stolen.  You dropped your boat off over the weekend when we were closed.  I've interviewed the staff and have witnesses that when we brought the boat in for warranty work the glove compartment was open and none of the staff were alone as my service scheduler and techs were both together with our yard foreman to bring it in.  Your dash was listed as a warranty item which is the only reason why we even checked the lock.  My staff did not take any of your items.  If you believe they were stolen out of the boat I would suggest you contact the authorities.  I offered to review cameras and interview staff and you told us where to go... and it was not what I would ever consider to be "Polite" and there are certainly more than one person who witnessed this as well as customers.  When you bring your boat in for work to be done, do not leave any valuables.  There was no need for you to leave any of these items in your boat.  Patterson's as a company has cameras on every corner / has nightly security but we are not liable unless we actually caused the harm.  In this cause all you did was accuse us of stealing.  I have trustworthy men in my back shop and all their stories check out. We never saw the items that apparently went missing.

  You never bought the boat from this location, but we have been working with Mercury to correct your issues.  Mercury has a full report on your engine so please call them if you feel we have not done our part.  Diagnostics and parts can take some time but there are steps for the dealership to follow.  Any time we've received a part we've had it back in the water in a very timely manner to correct any issues.

   

  In talking to other Patterson locations and reviewing your "polite" emails within the company as a whole, we are more than happy to ship you your remaining warranty items and you can have them installed elsewhere.  The emails which I won't share at this time unless this case is taken further are not polite but are direct threats in my opinion.  After reading the emails and watching how you conducted yourself at my locations, both staff and customers feel very uncomfortable.  I will be respecting their wishes and at this time ask that you take your boat elsewhere for the warranty work.  If you need a list of dealers we will provide you one.  I'll don't wish to go any further with this claim but if I have to I will be reporting the threating emails our company has received and also putting a ban on your entering our location. 

   

  For the BBB.... are we able to not post names from who this email came from?  I do not want anyone signaled out due to safety reasons.

   

   

  Business response

  06/07/2022

  *****,

   

  Please take this email as documentation that your parts will be shipped to you when received at our head location.  Please confirm the address you would like your parts shipped to so there are no mistakes.

  We will be issuing a check 2 hours of labor to cover the cost of the install (should take no longer than one hour) and you can take to any marine dealer that will take on the service in your local area to save to the travel.  Keep your receipt in case you ever have an issue in the future that shows you had it done by a certified marine dealer.

   

  Confirm address, and we will ship parts when received as well as the cheque to complete the work and we'll consider this claim settled. 

   

  Customer response

  06/07/2022

   I am rejecting this response because:
  
  1** ********* ***** ************ ** *** ***

• Initial Complaint

  25/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a Pre Fab Maple leaf home from Patterson’s. In January our home was delivered and in May we got to have our first walk though. During our walk through we noticed many issues but the biggest issue was that where the two half’s of the house come together there is a bump along to whole length of the house. We mentioned it at the walk though and then we we did another walk though 9 days later but the bump in the seam had not corrected they said it would go down in time and that it was due to the floor supports, we did contact the company that put the house on the foundation and he came to house and met with us and looked over everything and said it had nothing to do with what they did so we told the women who did our walk though with us and she said that they would contact *** who is our house warranty. He came out and looked and sent a report out saying that is normal for when things start drying out they will spread apart and make a hump. We went back to Patterson’s and said this isn’t right we know lots of people who have Pre Fabs and none of them have a hump running the whole length of the house. I explained that I want to lay floor next year and that this would be a issue because the flooring wouldn’t pay flat and they said of just put a subfloor down first. We decided to use this company because they made us feel that they would take care of us and make sure that our new home was everything they said it would be. The reason I waited so long to submit was because I threatened to do this months ago and was advised that if I did they wouldn’t do any of the other corrections that they agreed to do. Today they are finally fixing another issue after 3 failed try’s. We feel that a hump running down the middle of our home should have been something we were told about before purchasing and we would never have released the money but they said they would have it fixed. We are hoping that we will not need to take this any further then this but we are prepared.

  Business response

  18/11/2021

  Hi,

  
  

  Please see the attached warranty documentation that was delivered to the client.  Also it is noted in the contract that if there is a warranty claim with regards to industry standards we would call in an unbiased third party to let us know if something is not done to industry standard.  If not done to standard we would fix. *** Home Warranty was called out after speaking to the contractor who did the work.  Clients understand and signed off in our contract that we follow the New Home Warranty Guidelines as do most builders.  See excerpt from contract.  

  
  

  a.       That the dwelling shall be covered by the Atlantic or *** New Home Warranty to be provided to the Purchaser at the time of payment of the full purchase price;

   b.      The New Home Warranty Construction Performance Guidelines will govern warranty claims on dwelling;

   

  The standard flooring only allows us about 2' on each side of the connection with the rest of the floor laid in the factory. The client is offered their choice of finishes but would need to pay for a different floor.  For example a laminate floor is only laid on one side of the home making it easier to level out the connection and is a thicker floor to hide any minor imperfections but would have cost the client extra money at the time of purchase. The clients did not choose to take this route.

   Patterson's hired a professional vinyl floor installer to complete the work.  He belt sanded the area down and used a floor lever to get the 2 halves of the modular as close as possible.  As started in the warranty document, the standard flooring being thin will show any bumps or imperfections. The bump is under what is considered industry standard.   We are building homes out of wood and wood is not perfect either which is why we have to follow an industry standard.  On the majority of the modulars we build, clients will upgrade their floor to a thicker floating floor however with increasing costs during Covid we are starting to see people save wherever they can.  Traditionally where they are having the issues would have been a transition between a vinyl (Kitchen/living room) and a laminate flooring so a small bump from the actual connection would not be noticed as the floor would be different levels.  These homes are built in two pieces and shipped and are aligned as close as possible but will never be perfect.  We do our best to educate and show our options onsite in our model homes.  Some of our models here would have had a similar floor to look at.  We feel if we were to open up this area to try to appease the customer we will only do more damage as the floor is glued down and the backing will tear and will create dimples in the floor when reinstalled.  This floor is only out by few mm and within standards.  The client's intention was to upgrade the flooring after the fact. If they upgrade the flooring they should have no problem leveling the area the customers have an issue with if the person doing the work has any experience in laying floors.  In some spots it is only 2-3mm.  

  This home is within the industry guidelines and we will create more of a mess trying to make it perfect to meet the customer satisfaction.  Patterson Homes * ***** **** ***** prides itself on customer satisfaction and knows we cannot meet this client's standards.  We have discussed with the factory and are willing to rebate her the cost of the floor in the main living area as a one time goodwill gesture.  She can put this toward her new floor that she planned on upgrading after they were in the home.

  She can contact us directly over this file.   

  Thank you.
  

  *** ****** ********* ****

  Vice President, Patterson Sales and Service Ltd.

  Dartmouth / Truro

  902-895-9845

  Business response

  24/11/2021

  *** home warranty will be back in touch with the client.  Once a re-inspection is done we will be able to comment further to their response that they report was not correct. *** is an unbias third party who warranties many builders in NS/NB and have no direct relationship with Patterson Sales. 

   

  If something is not to industry standard it will be addressed.

   

  Thank you.

  Customer response

  30/11/2021

   I am rejecting this response because:
  I’m rejecting this solely on the fact that if we had of just went with our gut feeling in the beginning and not signed the papers and having it fixed before we took possession then it would have been up to Patterson’s to have fixed the issue and not though the warranty.

  I do not believe that this is a warranty issue as it was not correct while the house was still legally Patterson’s and if *** warranty is an un biases third party it surely wouldn’t be them fixing it before we took possession, because they could not possibly be their warranty and our warranty because that would be a conflict of interest for a third party.
  

  So if providing good customer service is what you do then please correct the hump in the floor, as stated before your more them welcome to come to our house and see LITERALLY see the hump that runs the whole length of our home. 
  

  This has been since our first walk though in April and we are still trying to have this corrected. Please just come and do what you should have done in the first place. I don’t want to continue to fight to have what should have been done done but I will so let’s just get this fixed so we can move on!

   

  ******

   

  
  

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