Fidelity Alliance Marketing Group, L.L.C.

Mr*** We are very sorry for you and your family's loss of a loved one. Your Grandfather was a valued customer who chose to purchase and service numerous vehicles with us. We would like to think we must have delivered a sales & service experience that continued to earn his business. Let me start with some of your Grandfather's sales history over the last eleven years. This is as far back as we could retrieve in our systems database.September 15, Purchased a new SilveradoNovember 15, Purchased a new SilveradoJanuary 19, Purchased a new SilveradoMarch 10, Purchased a new Silverado March 15, Purchased a new CruzeNovember 22, Purchased a new CruzeMarch 27, Purchased a new CruzeBased on his purchase history it appears your Grandfather liked the benefits of driving new vehicles. The transaction in November 2013 involved the traof two vehicles both of which your Grandfather was making monthly payments on. Both of these vehicle's appraised value was less than the loan payoff for each at that time. That transaction did however consolidate two vehicle payments into one low monthly loan payment on the new Cruze. Perhaps your Grandfather was more concerned about his monthly payment than his estate as we're sure he was planning on living beyond the term of that loan. That transaction however did put him in a negative equity position on the Cruze which carried over on his most recent purchase of the Cruze. If a customer demonstrates behavior that would indicate they were not cognitively capable of understanding the vehicle purchase process we would not proceed with the sale. Your Grandfather exhibited no behavior that would indicate that he was cognitively disabled or not in possession of his faculties. With that said at what age would you suggest we begin discriminating against our customers and not sell them a vehicle when they desire to purchase one? I am are very sorry that you are dissatisfied. Your dissatisfaction does not benefit either of us and in fact troubles us as you make such public accusations. We don't believe we can offer a remedy that would change or resolve your feelings. Sincerely, Heinrich Chevrolet Corp

Hi, My grandfather's name was *** ***. I would like the business to receive my complaint and take the requested action on it, but I didn't see anything in the complaint form's drop-down box that seemed fittingIf there is a better selection that will achieve the outcome I'm
looking for, please use that.Thanks

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I agree with the business that there is likely no remedy for this situationHowever, I would like it to be known that I only made my concerns public when they chose not to respond to me privatelyI also made no mention of discriminating against elderly customers; I merely asked them to act in an ethical manner, which would include advising someone (regardless of age) if they were about to enter into a financially unreasonable contract (I doubt they ever told my grandfather he was taking out a $39,loan on a Chevy Cruze; they likely just told him what the monthly payment would be, without advising him of the financial consequences)Furthermore, their response admits that my grandfather had a history of trading in cars every few years, which only emphasizes my original complaint against them for selling him an extended warranty when they practically knew he would be trading the car in again soonThis is a business that needs to review it's ethics and business practices
Regards, *** ***

To Whom It May Concern:It is with regret that this case was opened and thus requires our response as it indicates a dissatisfied customer and a situation that benefits no one.Mr. [redacted] III's claim is somewhat correct.  Due to a data-input error when the vehicle...

service contract was purchased the term of the agreement was not printed on the agreement.  However, whenever there is an error such as this the [redacted], Inc.) sends a letter to the customer informing them of missing information and their ability to have any questions or concerns addressed within 30 days of the date of the letter.   I have attached a copy of the letter which was sent to Mr. [redacted] in December 2012 shortly after his vehicle and [redacted] purchase.  The letter was not returned to [redacted], Inc. as undelivered.  The letter clearly states the [redacted] terms as well as Mr. [redacted]'s opportunity to contact Heinrich Chevrolet or [redacted], Inc. with any concerns.We are unable to provide the desired settlement as the vehicle service contract has expired.

We received this complaint by mail on Thursday November 16. I appears to have been
initiated on November 15 which is the very same day that Mr. [redacted] brought
his vehicle so we could address his concerns? As of today Mr. [redacted]'s concerns have been addressed and we consider this complaint...

closed. With that said as this complaint and our response may be publicly posted, we will take advantage of this opportunity to respond and provide you with the details. When Mr. [redacted] purchased the 2011 [redacted] on April 18th it had 109,856 miles on the odometer.
Vehicle Service Contracts have varied coverages that are restricted by odometer miles. Mr. [redacted] was sold the most comprehensive Vehicle Service Contract we offer within these
restrictions. Therefore, there was no other "Top Grade Warranty"
available to him. On April 24th with 110,138miles on the odometer we serviced the vehicle for a steadily illuminated "Malfunction Indicator" lamp. While performing strategy based diagnosis of two stored OBD-II failure codes a
cause of failure was determined as a failing high pressure fuel pump. This repair cost $584.23 and was provided at no charge to Mr. [redacted]. The repair cost was not submitted to Mr. [redacted]'s vehicle service contract and was 100% absorbed by Heinrich Chevrolet. This condition has not returned. On September 13th with 114,232 miles on the odometer the
vehicle was serviced for "No Heat'' and "Passenger windows will not go up at
times with the driver's side main control". The technician found the vehicle coolant temperature was operating at a lower than normal temperature of 180'F.
Normal operation should be hotter at 220'F. It was determined that the cooling system thermostat was the cause of failure. It was replaced. The repair expense was submitted to the vehicle service contract and was covered subject to a $100.00 deductible which Mr. [redacted] paid. After
performing strategy based diagnosis for the window concern the cause of failure was determined as an internal fault within the driver's master window switch. This component is not covered by the vehicle service contract. Mr. [redacted] decided to not have this
repaired and paid $50.00 for the cause  of' failure determination/information. On
October 18th with 115,111 miles on the odometer the vehicle was serviced
for "Customer states intermittent heat. Sounds like blend door is
sticking". The technician found the lower radiator hose temp was cooler than the upper. The technician performed a heater core flush and a
reprogramming/recalibration of the HVAC system door actuators as directed by a
[redacted] Service Bulletin. These repairs were performed at no charge and the expense along with a rental car provided was absorbed by Heinrich Chevrolet. On November 15th the same day Mr. [redacted] initiated this complaint? The vehicle was brought in for "Heat blows cold" and "Driver's window switch does not work at all". The heat condition was very intermittent and thus difficult to determine cause of failure. Eventually the
failure was present and the technician was able to determine that a
malfunctioning air inlet valve actuator was the cause. This component is not covered by the vehicle service contract. In the interest of customer satisfaction we applied the $100.00 deductible previously paid by Mr. [redacted] in September to the cost of the repair. Mr. [redacted] paid the balance of approximately $156.00 plus
sales tax. The window switch was replaced and covered as an exception by the vehicle service contract. Mr. [redacted]'s claim
of"unethical practices" is unwarranted and unfair! Paul C. Controller

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for the help.  Sincerely, [redacted]

Vehicle Service Contract Refund checks are processed on the 15th of every month.  We received the Vehicle Service Contract refund information (not the funds) from the VSC Administrator on September 20th, as a result of the customer's refund application.  Therefore, the...

information provided to the consumer on Friday September 23rd (same day of Revdex.com complaint?), regarding the October 15th date is correct.  We receive a monthly statement and funds for these transactions.  We use the statement to process the refund checks on the 15th and reconcile our records.  This is our "concrete process".  The information we provided to the consumer on Friday September 23rd (same day of Revdex.com complaint?) regarding the amount was not accurate.  The correct refund amount is $405.92.  We apologize for Nick's error and his apparent lack of follow-up.  The consumer's experience with us in that regard does not meet our standards.  In the interest of customer satisfaction which is very important to us with all of our customers, in this case we will deviate from our process and make out the check today September 26, 2016.  The check will be given to the United States Postal Service ([redacted] NY Location) on September 27, 2016.  We apologize for the inconvenience.