Gilchrist Chevrolet Buick GMC Inc

February 17, To whom it may Concern, In response to the complaint received on February 17, concerning the finance portion of Mr***’s purchase of his Chevrolet CamaroThe purchase was done on April 14th When the finance portion of his purchase started he was approved through a Credit Union at 3.99% for monthsThese terms were agreed uponBetween the agreement time and before the time we finished paperwork another lender came back with an approval of 3.49% for monthsMr*** was informed of this lower rate and he stated he would like the lower rateThis new lower rate was offered to him and he accepted itIt is very common that during the process different banks or Credit Unions will come back with the rates at different timesNot all lenders have the same turnaround timeThe reason his payment never changed is because he added two productsMr*** accepted GAP insurance as well as the paint and interior protectant (Cilajet). In response to the Cilajet Mr*** waited over months to have his Cilajet appliedIt is our practices to call within a few days of the sale and set an appointment within the next few days to apply the productThe first application date was December 29th As to when Mr*** called about being unhappy about the application it was not the next dayWhen we were contacted about the application he said he tested the seats and various parts of the vehicle to see if it “beads” up on the surfaces(The product is designed to bead up on all fabric surfaces, roll off of exterior surfaces and open up leather to help prevent stains.) When he did call to the dealership saying he was upset about the application of the product we spoke to him as well as we had our Cilajet representative call him to also re-explain the product to himAll of this information was given to him at the time of sale as wellWe also told him it doesn’t get applied to the convertible top because it comes from the factory already treated to protect against elements (that is why when it rains water does not go through etc.) and that if it would be applied to the convertible roof there would be a risk of discoloration or it could result in possibly ruining how it came from the factoryTo help with the situation we offered to reapply the product and provide him with a rental vehicle at no cost to himAt this time he also stated that he would like a portion of his money backWe told him we could not do this because it was sold at such a discount to begin as well as that the product has been applied(When the product is applied all the costs of the purchase happenThis includes, a rental for the customer, the product, the labor etc.) He took us up on our offer to reapply the product and the Cilajet was reapplied on February 2, Nowhere during this last year when Mr*** called and spoke to any of our employees or when he came in was there a complaint about the damage to “gills” or finance rates discussedThese are new news to us

In response to the complaint submitted on 3/30/16 ID # *** & *** *** (*** is applicant & *** co-applicant) purchased their vehicle on 3/23/and when in the Finance Department neither of them had mentioned their credit union at any point in the transaction
Their Credit Union is ***When Mr*** called on 3/28/he stated that he was confused and unhappy that thier loan was not through *** CU(days later) We tried to accommodate them by speaking with *** as well as submitting all the information to themThey were unfortunately declined by their Credit UnionWe also had their Credit Union call them to explain why they were declinedWhile doing their paperwork, the *** had signed multiple documents with the Lien holder listed (*** Credit Union)The Credit Unions information is clearly listed on many other documents- copies attachedIn terms of the sales price there are no records indicating any changes to the priceDoes he have anything to support his claim?
Enclosed are Copies of the Buyers Order, Contract, and Agreement to Provide InsuranceAdditional Documents may be supplied

After meeting with customer Mr***, and talking through the details on 9-14, We reached a mutual agreement and refunded a portion of labor charges $260.85 back to customerThank you Mr *** for coming in and taking the time to work this out!
Mitch T***

Complaint: [redacted]
I am rejecting this response because: 1) I waited sevice months because I wanted to fix paint damage I found on the vehicle after the purchase. The on-site paint representative suggested a body shop to fix the paint issues. This took time. The soonest I was able to get the vehicle in was December. 2) I was never told that the cilaject would not be put on the Convertible top. I was told whole car, inside and out. I was also not told that protectent of any type was put on at the factory. I asked to see the video of the finance meeting and was denied. 3) During my last converstation, the sales manager did not seem interested in my concerns and that was confirmed by the lack of follow up. When I picked up the car the second time, I did point out some discoloration on teh gills and teh service technician grabbed a rag and it appeard to buff of that discoloration. It wasn't until a couple days later I noticed bare metal. 4) I bought the protectant because I wanted additional protection on my car, the price was acceptable, and I was told the whole car would get it. Just because something is discounted, does not mean a customer should not get what they expect. Just like going to a steak house and ordering the special Lobster and Steak only to get the steak on the plate. 5) I did mention the interest rate issue when I initially complained about the Cilajet and took into consideration the added items and the basic payment did not change. 6) The rental car is nice and I appreciate that, but why should a customer feel like the company is doing them a favor when they screwed up? I'm insulted by the wording in thier response to my complaint. From my experience at Gilchrist, no favors have been done and the product did not live up to expectations. I feel that Gilchrist does owe me for not meeting thier service commitments.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I met with representatives of the dealer and we worked together on a solution that I am happy with.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Upon my arrival at home, I put the radio, and the HVAC system back, and the vehicle has, and now works perfectly fine. EVEN MORE- Yesterday, I went to TITUS WILL at PARKLAND for a 2nd opinion. When the service advisor heard about my experience at gilchrist, and how the mechanic at gilchrist (and I have a person who heard it from him, so you don't think I'm making this stuff up) said the issue was not the fuze box, but rather THE RADIO according to him the RADIO was causing this because when he unplugged it, it started running. After which the service advisor at TITUS WILL looked at me, and said that is IMPOSSIBLE.
ALSO $120 later at titus will, a 5 minute job on the computer that should've been done at Gilchrist my check engine light was fixed and the vehicle is now in working order. 
IT IS THE STANDARD OF PROCEDURE FOR GILCHRIST TO TAKE MONEY FROM A CUSTOMER WITHOUT THE VEHICLE BEING DONE.
And why here? Because people need to know about the service that you provide. Today it's me, tomorrow it can be a clueless person, woman, whoever who will fall for your tricks to suck money out of people. Never in my life have I seen a shop return a vehicle in the condition I received it. Pure disrespect, disregard for other people's property.  
Attached are pictures of how I received my vehicle. I demand my money back for the labor hours, that were INCOMPLETE. There is absolutely no excuse for how I received my vehicle.
 
 
 
Sincerely,[redacted]

Cutomer complaint was " Driver Information Center reads poor DEF fluid quality and low fluid light comes on even when topped off" Customer also stated " Light came on after adding DEF [redacted] fluid"  Upon inspection we found the tether that holds the fluid cap was pinched under the actual cap not...

allowing the cap to seal properly, we also noted the DEF fluid he purchased could possibly be out of date. We reccomended the fluid be drained and refilled with fresh fluid.... as we have found with other vehicles with this same condition, this has remedied the situation. The first steps for this repair are to be sure fluid is not contaminated and out of date, Then we can determine if other repairs are warranted.
As per customers request to refund the $62.96 diagnostic fee, we will glady do that for him. and wish him luck in his quest for repairs.

Tell us why here...Mr. [redacted],
We are sorry to hear that your recent experience here at Gilchrist Chevrolet Buick GMC fell short of your expectations. We strive to meet customer satisfaction, however, we could have done a better job communicating with you about your vehicle and pick up...

time. We will counsel all employees involved with this transaction as to prevent any similar occurances.
Your vehicle was projected to have been done Friday on time... the Technician finished the repairs around 1:00 pm that day, but when re-testing for quailty assurance, the vehicle set two more codes for radio and hvac controls. The no start/no crank issue had been resolved by replacing the fuse box and ignition switch (the agreed upon repairs) but during the re-check the other concerns had surfaced. Our technician then set the repair order on [redacted]'s desk to communicate the additional issues with you, and to get the approval for the additional repairs. (that is why the dash was not put back together) However the technician was unaware [redacted] has left for the day and would not return. We realize this is an internal issue and do truly apologize for this miscommunication.
As far as the refund you are asking for, as you stated "for the time it took to do the job, and for the job not done properly" The time frame we quoted you fell within what [redacted] initially told you, it may have taken longer than you liked, but we told you up front it would be a week before we could look at your vehicle. And yes, we may have had available appointments sooner for other services oil changes, maintenance, etc. However electrical and no start concerns go to more specialized technicians based on their diagnostic capabilities, and we were scheduled out a full week on these types of repairs. The check engine light on when you left is due to the additional repairs needed, most likely the radio you had recently installed as it seems to be shorted out. The goods and services we provided were as promised and agreed upon other than the communication issue at the end of the transaction so we feel no refund is warranted.
 
Sincerely,
Mitch T[redacted]
Fixed Operations Manager
Gilchrist Chevrolet Buick GMC

Mr [redacted] wanted to buy a specialty vehicle (very rare).  There is no "book sheet" related to this vehicle, therefore, there is no "value" to submit to a lender.  The result is that we can not get a loan for a customer on this vehicle.  There is one exception to financing this vehicle....

 In the case that the customer has EXTENSIVE credit history, a lender might let us use other similar vehicles on the market to determine value.  This is not the case with Mr [redacted].  In the past, customers who want to finance a vehicle like this need to secure their own financing or pay cash.  I explained this to Mr [redacted] and he did not like my answer.  He took my answer as we did not want to sell him the truck which does not make sense.  Mr [redacted]s attitude then turned to anger and verbal abuse, ending in a 10 minute phone call full of yelling and inappropriate language.  As far as the other accusations I have no response since they are untrue.  I can address any specific concerns but broad false accusations are really uncalled for.

Complaint: [redacted]I am rejecting this response because: Just Google 2011 [redacted] DEF problems and then you can understand my frustration, you will find endless complaints about a design flaw that was rushed to market.  Also [redacted] brand DEF is considered one of the highest rated products on the market and approved for use in all diesel systems meeting API DEF standards 22241, visit their website and it will tell you that DEF is mostly water and has a shelf life of one year.  They also acknowledge and posted [redacted] issues on their website.  This is not a issue of DEF quality, it is a defective equipment that needs to be fixed.  Why would I pay $402 for you to clean the DEF tank when it should be replaced and the ECM reprogrammed.  Bottom line upfront is this dealership is trying to profit from a warranty related issue instead of customer satisfaction. I will be forwarding this to [redacted] DEF which is a made by [redacted] company.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
First of all our bank was mentioned at least 5x during the transaction of the car.  They ignored it because our bank rejected the loan.  If we would have known our bank rejected the loan we would have never bought the car.  Second when I talked to the bank they told me they dealership put in a blanket loan not one directed at my bank.  So my bank never notified me it was going on at that moment.  The paper work I gave a copy to shows quite clearly the credit union that handling it was printed in a area that's hard to read.  My mother and myself thought our credit union was covering the whole thing.  Finding out a week later when I called my credit union and found out they did not cover the loan that's when the whole thing went bad.  Also my mother also witnessed the financial lady making changes to documents that were already signed.  My be she was signing them or changing information I don't know.  But this whole thing is boarding on fraud.  The AG office is investigating the details of this transaction.

I request the closing of my complaint.
 
COMPLAINT RESOLVED:
Received a phone call from Mr [redacted] inviting me to discuss the issue with him and his manager at the dealership. Upon arrival was greeted, sat explained the circumstances I brought up in my previous messages, they voiced theirs and at the end it was mutually agreed I get a refund totaling $260.85. 
Thanks to gilchrist chevrolet for resolving this issue and taking me seriously and thank you Revdex.com for your services as well.

I have called and left a message with Mr. [redacted] earlier today and have not had a response yet.......I would like to have him make an appointment to bring his vehicle back to the dealership for further assesment. I will try him back again later today. Thank you!
 
Mitch...

T[redacted]
Operations Manager
Gilchrist Chevrolet Buick GMC