Akron Paint Inc.

On Fri, Oct 23, at 11:AM, three rivers optical wrote:***In response to the claim it states they had a contract with Three Rivers Optical. We do not request or require contracts to do business with us. I have enclosed a copy of
the terms page of the price list printed in that states warranties cannot exceed 10% of gross pruchases… I also investigated requests for warranty from this office and could only find one request which was for the office employees personal glasses who filed the complaint. It was produced at no charge for her under warranty.ThanksSteve S***

Response:we cancelled the warranty in question with full refund to centra credit union we cancelled it on 1-15 -16 the check was sent to centra on 2-15-16 for 2125 .00 this should resolve this issue ....thank you

Date received at Revdex.com 11/9/2016Response: On 10/12/2016 Mrs. [redacted] came into dealership with complaint of a check engine light and DEF light on, mileage 46178 Hooked up on tech 2 had code P204B reductant pressure sensor performance which is on the pump module check had 120 kpa should be 500 kpa. We replace pump module which is mounted on top of tank you do not have to open tank, we then topped off the DEF tank with GM Fluid part # [redacted] two gallons the tank holds 5.3 gallons. We did not test the fluid it may been contaminated and that is what took out the pump. Coyle Chevrolet did not contaminate Mr. [redacted] DEF fluid we added GM approved DEF fluid.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The dealership filling out a credit application for me. The hard inquiry my name is misspelled, I would not have misspelled my own name. Pulling my credit after I specifically told them not to pull my credit. Changing finance companies with a higher rate is unacceptable. I would like a copy of the letters Coyle Nissan is sending to [redacted] to have those hard inquiries taken off my credit reports.
Regards,
[redacted]

[redacted]
[redacted]   To whom it may concern,   We certainly apologize to our client for any miscommunication on our behalf, and will do what we can to correct those errors. Our client, whom we value and appreciate greatly, supplied our dealership with a...

conditional lenders letter of approval, that did not state specific financial terms including an exact interest rate, term of loan, or specific amount financed concerning their purchase. Without those specific terms outlined, our Financial Services Manager attempted to secure a competitive financing package for our client with the properly executed and endorsed application for credit within our clients purchase packet. Upon a full and complete conversation between our Financial Services Manager and our client, we secured an agreeable financing package through the clients requested lender. Again, we apologize for any miscommunications on our behalf, and we appreciate our clients business greatly.   Sincerely, [redacted] Executive Manager Coyle Nissan

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In regards to Mr.[redacted] response, I am not satisfied with the lack of empathy and resolution. Like I stated before, the non- existent customer service is very apparent. The analogy given about having bad service at a restaurant is absurd and non- comparable. A meal that's less than $100 is not even close to buying a faulty vehicle, from a trusted dealership, at $6,000. The fact that the dealership feels we should have come back to them at the first sign of trouble is very unreasonable, given the original "customer service" I was provided when they fixed the steering column. The replacement of a steering column should take a day to finish versus the two weeks it took for Coyle to replace mine. The fact that the store is stating I should have had them inspect my engine is very inconsiderate and [redacted]. If it took two weeks for a one day job to be completed, how long would it have taken for them to repair my engine? Not to mention the fact that I literally had to call them on a daily basis to find out the status of my vehicle the last time.
I also find it very coincidental that Mr. [redacted] did not acknowledge the information that [redacted] had relayed to me. Yes, I did purchase the vehicle "as is" but it was under the premises that the vehicle was inspected and repaired under a 172 point inspection. If the vehicle had been inspected properly with the 172 point inspection, the steering column would have been replaced originally and the technicians at Coyle would have also saw the broken motor mount. 
Mr. [redacted] feels we should have contacted him after speaking with [redacted] but why should I waste my time in doing so, when [redacted] mentioned very rudely in his voicemail that we could call Mr. [redacted] but "he would be telling us the same thing". I have given the store more than enough of a chance to resolve this issue, before seeking other avenues for resolution.       
Regards, 
[redacted]

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have been informed about this situation from [redacted](GSM) of our store and I have not been contacted by the customer until now. I handle 90% of all the Revdex.com complaints and I might add we have a exceptional rating and good track record in resolving customer issues on very few...

complaints. In this situation I don't know that I will be able to provide much help other than explanation. The fact is we sold the car 'AS IS" and if Mr. [redacted] had issues with the car regardless of past service experience or expectations he should have contacted us when he had mechanical issues and given us they opportunity to work with him on fixing their car. I have included 3 attachments that explain that the car was being sold to Mr. [redacted] "AS IS". We sell a lot of $5,000 to $10,000 cars because customers ask for them and most are sold "AS IS", but we have had some customers have issues within 90 days of purchase and we work with them to try and resolve issues. In this particular situation we were NOT given that chance and we are being asked to pay for repairs or refund a amount of money on a car we never were never allowed to inspect prior to Mr. [redacted] having repairs done in another shop. I must point out that Mr. [redacted]s comment about "customer service being a dying art" is extremely disappointing, because had he contacted [redacted] or myself before going to two different repair shops he would have seen how we handle customer service even though he purchased a car that was sold "AS IS".  I am also disappointed that because the Mr. [redacted]  thinks if we don't pay for the repairs we are providing poor customer service and I find that unreasonable.  "If you have a bad meal at a restaurant you work with that restaurant to make you happy with your meal,not ask them to buy you meal at another restaurant".   I mean no disrespect with the analogies used, I am just offering comparison that I think everyone would agree makes sense. When [redacted] told Mr. [redacted] that he wished he would have called us first he meant it. [redacted] is a 14 year employee and our General Sales Manager and is empowered to work with customers in situations like this. I can be reached at [redacted]
Sincerely,
[redacted]
Coyle Chevrolet-Buick-GMC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11790307, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
On 9/6/16, I personally observed the service department [redacted] fill the DEF tank with new fluid. While in route to Jeffersonville, Indiana on 10/9/16, the display called for Exhaust System Check Now. That was done the at [redacted] They performed a RENgeneration soot cleaning procedure. The technician did not find contamination, nor did they add any DEF fluid. A few hours later, the display alerted my wife to a Check Exhaust System. Upon arriving in Jeffersonville, my wife made an appointment at Coyle Chevrolet in Clarksville, to check the problem. Coyle had the vehicle in there position from 8 am 10/12/16 through 2:30 pm 10/14/16. They installed are warranty covered SL-N Module kit. To do this, one must drop the DEF tank. When doing this, the technician would have noted a strong odor indicating contamination. Simply opening the cap to the tank is overwhelming with the smell of the contaminated fluid. The Coyle technician would have known immediately when he added the two units of DEF.While driving back to Texas, the Check Exhaust System display came on. No person had access to the tank until we took it to Lipscomb's service department upon return to Texas on 10/20/16. This was when the contaminated fluid was discovered. The only possible place that fluid was added in the time frame that caused the problem was Coyle Chevrolet. Additionally, the truck is always locked and the hood release can't be accessed without opening the cab. So vandalism is not a possibility. Coyle's response is simply not possible. We certainly understand that people make mistakes. But, not owning up to them is not acceptable to me. Thank you.
Regards,
[redacted]

To whom it may, Here are the following Repair Orders with highlighted dates of repairs and the copies of the recall directions and repair with the highlighted instruction.I find it unfortunate that [redacted] could not contact us direct to discuss. We have also performed some good will work...

on his car while it was in our shop and we look to solve all of our customers recall issues.I am unsure who told him that his shield should have been reinstalled, but GM paid for the recall and we followed their repair instructions.We would be happy to look at the vehicle, but would have to follow the GM instruction moving forward. Thank you for your time in this matter. [redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have been talking to Travis as they lost my proof of address and needed more information. I made Travis aware I was out of town due to the fact I travel a lot for work. However I have called taken the documents needed and made contact with a [redacted]. He is supposed to follow up with me but I have not heard anything. I can not always answer my phone but as soon as I get the chance I do call back. He understand email and texts I can do faster as I am always in conference meetings. I would love to resolve this as quickly as possible, if it can not be done I do wish to return the vehicle.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted]
My reply: To who it may concern I want you to know that I did call to discuss this matter prior to seeking Better Business Burea. The shop worker that addressed my call had been informed by me about the situation with details in regards to what took place after my car was repaired, immediately the next day after the service shop was open for business. It is true that I was informed that the procedure of the recall was followed but the outcome of my car malfunctioned due to the actual cover being removed and not replaced. The statement made about resolving the issue the second contact that I made with Clarksville, Indiana "Coyle Chevrolet" was told to me thar "OK BUDDY I WILL PASS THE INFORMATION ON TO THE MANUFACTURE." I was never offered any other further assistance, even when I stressed that having the car approximately 3 years with great maintenance outside of Coyle Chevrolet in Clarksville Indiana and the issue with wiring melting and fuel injector overheating and vacuumed dirt particles created the issue because of the Housing/motor cover was removed by Coyle Chevrolet and it's procedure based on a their claim of the recall manufacturer procedure.

We will complete any mechanical repairs that are still not correct after last visit. We have interviewed the technician in regards to the damage on the passenger and drivers door and have found "NO" reason for the passenger door to be opened. In addition we reviewed security cameras footage of the...

truck during its stay and have found no contact to the drivers door. We have a history of fixing problems we cause but can not be responsible for door dings and scratches on vehicles unless we are aware that we did it. We cannot find any such evidence. As stated we will fix anything mechanical that is not correct as long as it is related to original repair.We are sorry for any inconvenience this has caused and apologize for anyone being rude during his visit. [redacted] President Coyle Auto Group

Response:Warranty refund not issued. Customer is picking up check for refund today 1/18/2017

[redacted] Sent: Monday, November 14, 2016 10:12 AM Subject: complaint [redacted]   Please have [redacted] send us the address or phone number where I can send this this letter on our letterhead  confirming he did not purchase vehicle thanking you in advance  ...

            [redacted]              office manager [redacted]

6-3-2016To whom it may concern,We appreciate our customer contacting us directly about his concerns. We will most certainly refund his investment in removal and replacement of the locking lug nut system, and will forward a check in the amount of two hundred and forty dollars. We also sincerely...

apologize for the error on our part. In reference to the transmission issue, as our customer mentioned, it is a warranty repair item and covered by the vehicles manufacturer. As it pertains to our dealership disclosing this as a previous issue with a vehicle, there is, unless the previous owner discloses the incident to us, simply no way for a non franchised dealer to know. The vehicle history report for this particular vehicle did not, and still does not reflect the repair, which would be the only way we as a dealership or our customer could attempt to verify. Manufacturers have the option, as stated in their warranty manuals to repair, or replace parts with new or re-manufactured parts, at their discretion and is a situation not under control of a franchised dealership. Our customer certainly has the opportunity to contact the vehicles manufacturer directly with their concerns. In regards to the pending audio system issue, our client knowingly purchased a vehicle that was nearing the end of the manufacturers comprehensive coverage. Our client was offered the opportunity to purchase extended coverage that would cover future mechanical repairs, and chose not to do so. We certainly regret that our customer has had issue with his vehicle, however the financial liability for future repair when purchasing a previously owned automobile that is no longer under manufacturer comprehensive coverage, does not fall upon the selling dealer. We sincerely hope that this correspondence sufficiently addresses all concerns.Kind Regards,[redacted]General Manager