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 meI would like a time frame for of the reimbursement checkDoes the dealership want a copy of the key/fob receipt? Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:first off the rental charge has nothing to do with me that’s between hudiburg and the warranty companySecond of all I’m sorry I wasn’t aware that I had to mention every little complaint I have with your company every time I come in for a oil changeWhen your GM certified technition fails to diagnos a issue and can only diagnos it when the problem causes a complete failureI figured what’s the point you would of just tried to charge me another diagnostic fee for the GM certified technition to plug a computer up to read check engine codes that are to thereI’ll remember that next time I have an issue and I’ll take it to bob Moore who in fact covers their diagnostics for six monthsI’m not asking for you to cover the whole charge but the fact is you charged the warranty company the diagnostic fee this time so for one issues you charged two diagnostic feesSeems a little sketchy to meill be taking my business to the Moore’s from now on Sincerely, [redacted]
We are sorry that Miss [redacted] is dissatisfied with her experience as a customer at Hudiburg ChevroletWe have made inquiry into her complaint allegations As previously stated, the subject used Malibu was purchased on June 7, A Carfax dated June 6, 2014, the day before her contract date, was pulled and placed in her deal jacket file The Carfax indicates this vehicle has no history of accidents or damageThe prior owner of the vehicle had brought the vehicle into Hudiburg for routine maintenance/service on 2/25/ There are no indications of damage or problems with the vehicle at that time There is nothing in the Hudiburg records reviewed to indicate prior damage to the vehicle at issue, nonetheless, knowledge of such damage by Hudiburg With regard to the complaints of problems with the vehicle, Hudiburg’s prior response to her initial complaint indicated the first complaints on file regarding issues with the transmission in the subject used vehicle were the 3/31/service records This was approximately months after the initial purchase dateAdditional complaints regarding the transmission were made on 4/8/an 7/3/ As previously indicated, the vehicle was checked by service personnel on each date and the transmission was found to be operating within factory specifications each time With regard to allegations of disclosure of personal data by Hudiburg employees, Hudiburg cannot respond to the complaint as stated at this timeWithout the identity of the employee that allegedly disclosed personal information, the exact type or nature of information disclosed, the identity of the person to whom it was disclosed, and/or the date, time or any other identifying information relating to the disclosure Without such information, Hudiburg cannot provide a response
We have checked the customer record and have found that we have notated and marked not to contact the customer in all of our systems We have done everything we can to prevent mail and contact directly from our company, however, it is possible that the customers name could be included in a direct mail campaign that is done by zip code in the futureIn this case we would not have control over the possibility of him being includedWe have done everything in our control to meet the customers wishesAdditionally, it is possible the mailers the customer has received may have come directly from Nissan as he is in our assigned customer baseWe encourage the customer to call 1-800-Nissan-to request to be removed from all possible mailing list
Complaint: [redacted] I am rejecting this response because: There has been no reasonable attempt to address the issues At this point I would like to ask for mediation Sincerely, [redacted]
Mr [redacted] came in on a vehicle listed on the internetMr [redacted] was presented with numbers to purchase the vehicle, but declined and made a lower offerWhen the finance producer returned with a counter offer he mistakenly wrote down the wrong amountThe customer declined this offerThe finance producer realized his mistake on the numbers and informed Mr [redacted] and agreed to honor the price until close of business that dayMr [redacted] declined to purchase the vehicle that day The following day Mr [redacted] told one of our customer service reps that we were still $too high on the price of the vehicleThe price we presented during negotiations and agreed to honor until close of business was below the advertised price of the vehicle at the time of Mr [redacted] 's vist
Complaint: [redacted] I am rejecting this response because:as far as me not contacting the dealership about transmission issue I had contacted the dealership and the transmission gentleman went on a test drive with me throughout the city Yes, he said that he didn't see or feel and problems with the transmission I NEVER received any Carfax report so I really don't know where it went too The car has been wrecked I have been told by two other dealerships Which I would disclose those names if needed (Please do not include any personally identifiable information in your response.)As far as the personal information: here again Please do not include any personally identifiable information in your response(posted by the Revdex.com) SO I will provide more information to the dealership of that when needed it really doesn't matter what type or kind of information that was release without my knowledge it is against my rights through the Privacy Act of If I wanted that person to know all of my business and what had gone on with that dealership I would of personally told him as I have stated before: I am really sorry to say this but this dealership is and has somewhat the reputation as another dealership here in the city.......they will rip you off and untrustworthy I personally have bought vehicles there just because of the location I have sent family and friends there to certain sales people NOT NOW! I will drive where ever I need too I have spoke to salesmen that no longer are there and they left because of the way they treat the customers Sincerely, [redacted]
Mr [redacted] ’s Toyota 4-Runner was towed in on 6-4-with a complaint of not startingWe were advised by Mr [redacted] that he has had this problem before and that he personally made repairs to the vehicle to correct this issueWe were advised he had replaced the fuel pump himselfWhen a similar problem occurred he replaced the timing belt himselfAdditionally, he has replaced the throttle position sensor and fuel pump relay, and other partsDuring inspection the vehicle had a code #for ignition coilWe were authorized to replace the ignition coil and ignition cablesThis did not correct the problemWe continued to try to diagnose the issue It was not until two weeks into the diagnosis that Mr [redacted] disclosed to [redacted] that he may have turned the crankshaft without the timing belt onDuring previous inspection and diagnosis both cams on top of the engine were top dead center indicating that it was in timeAfter receiving this information we found it necessary to retrace the steps Mr [redacted] had taken when replacing the timing beltOnce began this process we found that the vehicle was out of time on the crankshaftDue to this there was damage to crankshaft gear, woodruff key, and a washer missing from one of the idlersWe advised Mr [redacted] of the repairs needed and agreed to waive the labor charges for the ignition coil and cables, and the price for repairs would be $ The dealership absorbed the discount of $The customer paid and picked up his vehicleHe informed us that the air filter box had additional damage to it, which we agreed that there was new damageWe agreed to get him a used air filter box that he would install himselfWe have given Mr [redacted] a discount on the work that was done from our standard rate, agreed to replace the air filter box that was already partially damaged when the vehicle arrivedAt this time we consider this matter closedA more detailed timeline is attached [redacted] ***, GM
We feel that we acted in good faith prior to the customer submitting the complaint to Revdex.comAs previously stated we reduced the customer’s charges that were not covered by warranty from $to $to address their concern.We addressed the rental issue because it was in the customers original Revdex.com complaintThe warranty the customer purchased is not a Hudiburg or GM warrantyIt was purchased from another source and we adjudicated the claimTo be clear this was not a Hudiburg warranty and any issues would be between the customer and her warranty companyWe charged her warranty company for the entire cost of the rental and the reimbursement to us was approximately $In circumstances the customer would be required to return the vehicle after the period the warranty covered was met or pay for the balance out of pocketHowever, we did not pass that $cost to the customer.If the customer was still having issues with the transmission in the month period leading up to failure, we would have been glad to check it again at no additional charge, but it was not brought up during regularly scheduled maintenance between visitsWe feel that we have been fair and accommodating to the customer in this matter As the customer has indicated they will be taking their business elsewhere we feel the matter is closed
Mrs [redacted] came to the dealership on Monday, October 10,She stated she needed a new temporary tag to put on her vehicle to park on federal property at workWhen we informed her that we could not provide an additional tag she then stated that we were not prompt in processing the necessary paperwork for her vehicle purchaseMrs [redacted] purchased her vehicle on September 10th and we received the bank draft on September 12thWe did not receive the actual check for payment until the September 30th when we submitted the draft, final paperwork and title paperwork to her bank We explained to Mrs [redacted] that we processed her paperwork in the required days from date of purchaseWe cannot account for the delay at her bank after September 30thWe offered Mrs [redacted] a loaner vehicle with a metal tag, so that she would be able to drive and park at workThe offer was declinedA copy of the dated and time stamped check that her bank released in exchange for her full vehicle purchase paperwork is attached
When notified of the problem we advised the customer we would contact the previous owner to get information on the lift and where it was installedWe contacted the previous owner the same day we were made aware of the problem That same day the customer authorized Sam’s Wholesale to install an upgraded lift to the vehicleWe were not given ample time to make inquiries on the equipment that was installed on the vehicle at the time of purchase or any other arrangements to fix the vehicleAs such we are not willing to pay for a higher grade lift than was on the vehicle when it was sold
The condition that Mr [redacted] is experiencing is considered a characteristic of the exhaust system valve opening and closing, under the conditions that it is supposed to open according to General MotorsGeneral Motors technical assistance center along with a field engineer have been able to make the noise quieter with a modification to the exhaust, but cannot make it go away completely because the valve does have to open and closeWe have compared this vehicle to an alike vehicle and the new vehicle exhibited the same issue that Mr [redacted] has brought upGeneral Motors has told us to no longer make any further attempts to modify/repair the exhaust system because it is functioning under factory specificationsIt should be noted that on 06/24/ Mr [redacted] has also filed a Revdex.com claim against General Motors [redacted] , Service Manager
RevDex.com: I did contact Nissan USA and was told that the mail was originating from Hudiburg Auto Group. Can you not process one of the "mailers" and find out who is paying the Bill? Sincerely, [redacted]
There was a misunderstanding of what warranty or special policy was still in effect on customers vehicle. We gave the customer the option of taking the transmission apart to see if the failure fell under GM special policy guidelines, to which the customer declined to authorize us to do. She in turn... towed the vehicle to another repair facility and had them take it out disassemble the transmission for repair/diagnosis, and they determined the failure to be covered under the GM special policy. At this point we offered to tow her vehicle back to our dealership, at no cost to the customer, and repair her vehicle under warranty per the special GM policy. She agreed and we are currently repairing her vehicle at no charge, and the customer was given a loaner vehicle at no cost while the vehicle is being repaired. We have also agreed to reimburse her the $135.00 she was charged for the initial diagnosis. We anticipate repairs will be completed in early March.Thanks,***, Service Manager
We stand by our previous responseWe would be happy to go over the figures with her as we have requested on multiple occasionsOur position at this time is the matter is closed
The financial institution is responsible for acceptance or denial of a contract as well determining any change in the interest rateThe dealership does not have control over this, however we are obligated to act in accordance with the banks decisionsIt is noted on the CUDL documentation the rate that the bank extended after initially submitting the contractFurthermore, in the notes it states the customer’s original contracted rate, his refusal to resign at the new rate and the banks decision to accept the original contracted rateWe submitted the contract as directed and it has been fundedPlease see supporting documentation attached
Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: *** *** Service Mgr
A wheel was ordered for the customer through General Motors, but has been on back order for several monthsThis is a cosmetic issue and not a mechanical issueWe have previously offered to try
to find a wheel by other avenues, such as EbayThe customer declined because he did not want to receive a used wheelWe have located a wheel using alternate means, but have not confirmed it is new conditionOnce we receive the wheel and confirm that it is in new condition we will contact the customerIt will be installed per his warrantyThe part is coming from another source because it is still back ordered with General Motors parts
Mr*** came into the store with a pre-approval letter from *** *** *** *** listing his interest rate on the vehicle he chose to purchaseWe had him sign the contract at the pre-approval interest rate and submitted it to his bank the following business dayWe were informed
his bank would not do the interest rate and given his new rateWe contacted Mr*** to inform him of his banks change in interest and asked him to come in to resignHe indicated he would be by to do soMr*** then called and said he went by his bank and they confirmed the pre-approval rate on his original contract but failed to tell him that the contract was not validWe called his bank to have a representative contact him to let him know they did not approve the interest rate and he would need to resign at the new rateMr*** refused to resign and his bank chose to honor the original interest rate and instructed us to send the original contract to his bankWe did as instructed by the bank and were fundedOur attached CUDL documents indicated Janet spoke with him and he refused to resign and she was instructing us to send the original contract Gap insurance was sold to Mr*** by us in the original contract for $*** *** *** *** noted in their CUDL paperwork, that the suggested cost of Gap insurance should be $We sold the Gap insurance for less than half of his banks suggested priceAlso, indicated on the attachment
We contacted our local Mercedes dealer to get a new A/C unit, but hey did not have any in stock They referred us to another source, which we used to buy the new A/C unit We believe that the A/C unit should be covered since we used a Mercedes recommended source We have made a
good will offer to pay for part of the repairs
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 meI would like a time frame for of the reimbursement checkDoes the dealership want a copy of the key/fob receipt? Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:first off the rental charge has nothing to do with me that’s between hudiburg and the warranty companySecond of all I’m sorry I wasn’t aware that I had to mention every little complaint I have with your company every time I come in for a oil changeWhen your GM certified technition fails to diagnos a issue and can only diagnos it when the problem causes a complete failureI figured what’s the point you would of just tried to charge me another diagnostic fee for the GM certified technition to plug a computer up to read check engine codes that are to thereI’ll remember that next time I have an issue and I’ll take it to bob Moore who in fact covers their diagnostics for six monthsI’m not asking for you to cover the whole charge but the fact is you charged the warranty company the diagnostic fee this time so for one issues you charged two diagnostic feesSeems a little sketchy to meill be taking my business to the Moore’s from now on Sincerely, [redacted]
We are sorry that Miss [redacted] is dissatisfied with her experience as a customer at Hudiburg ChevroletWe have made inquiry into her complaint allegations As previously stated, the subject used Malibu was purchased on June 7, A Carfax dated June 6, 2014, the day before her contract date, was pulled and placed in her deal jacket file The Carfax indicates this vehicle has no history of accidents or damageThe prior owner of the vehicle had brought the vehicle into Hudiburg for routine maintenance/service on 2/25/ There are no indications of damage or problems with the vehicle at that time There is nothing in the Hudiburg records reviewed to indicate prior damage to the vehicle at issue, nonetheless, knowledge of such damage by Hudiburg With regard to the complaints of problems with the vehicle, Hudiburg’s prior response to her initial complaint indicated the first complaints on file regarding issues with the transmission in the subject used vehicle were the 3/31/service records This was approximately months after the initial purchase dateAdditional complaints regarding the transmission were made on 4/8/an 7/3/ As previously indicated, the vehicle was checked by service personnel on each date and the transmission was found to be operating within factory specifications each time With regard to allegations of disclosure of personal data by Hudiburg employees, Hudiburg cannot respond to the complaint as stated at this timeWithout the identity of the employee that allegedly disclosed personal information, the exact type or nature of information disclosed, the identity of the person to whom it was disclosed, and/or the date, time or any other identifying information relating to the disclosure Without such information, Hudiburg cannot provide a response
We have checked the customer record and have found that we have notated and marked not to contact the customer in all of our systems We have done everything we can to prevent mail and contact directly from our company, however, it is possible that the customers name could be included in a direct mail campaign that is done by zip code in the futureIn this case we would not have control over the possibility of him being includedWe have done everything in our control to meet the customers wishesAdditionally, it is possible the mailers the customer has received may have come directly from Nissan as he is in our assigned customer baseWe encourage the customer to call 1-800-Nissan-to request to be removed from all possible mailing list
Complaint: [redacted] I am rejecting this response because: There has been no reasonable attempt to address the issues At this point I would like to ask for mediation Sincerely, [redacted]
Mr [redacted] came in on a vehicle listed on the internetMr [redacted] was presented with numbers to purchase the vehicle, but declined and made a lower offerWhen the finance producer returned with a counter offer he mistakenly wrote down the wrong amountThe customer declined this offerThe finance producer realized his mistake on the numbers and informed Mr [redacted] and agreed to honor the price until close of business that dayMr [redacted] declined to purchase the vehicle that day The following day Mr [redacted] told one of our customer service reps that we were still $too high on the price of the vehicleThe price we presented during negotiations and agreed to honor until close of business was below the advertised price of the vehicle at the time of Mr [redacted] 's vist
Complaint: [redacted] I am rejecting this response because:as far as me not contacting the dealership about transmission issue I had contacted the dealership and the transmission gentleman went on a test drive with me throughout the city Yes, he said that he didn't see or feel and problems with the transmission I NEVER received any Carfax report so I really don't know where it went too The car has been wrecked I have been told by two other dealerships Which I would disclose those names if needed (Please do not include any personally identifiable information in your response.)As far as the personal information: here again Please do not include any personally identifiable information in your response(posted by the Revdex.com) SO I will provide more information to the dealership of that when needed it really doesn't matter what type or kind of information that was release without my knowledge it is against my rights through the Privacy Act of If I wanted that person to know all of my business and what had gone on with that dealership I would of personally told him as I have stated before: I am really sorry to say this but this dealership is and has somewhat the reputation as another dealership here in the city.......they will rip you off and untrustworthy I personally have bought vehicles there just because of the location I have sent family and friends there to certain sales people NOT NOW! I will drive where ever I need too I have spoke to salesmen that no longer are there and they left because of the way they treat the customers Sincerely, [redacted]
Mr [redacted] ’s Toyota 4-Runner was towed in on 6-4-with a complaint of not startingWe were advised by Mr [redacted] that he has had this problem before and that he personally made repairs to the vehicle to correct this issueWe were advised he had replaced the fuel pump himselfWhen a similar problem occurred he replaced the timing belt himselfAdditionally, he has replaced the throttle position sensor and fuel pump relay, and other partsDuring inspection the vehicle had a code #for ignition coilWe were authorized to replace the ignition coil and ignition cablesThis did not correct the problemWe continued to try to diagnose the issue It was not until two weeks into the diagnosis that Mr [redacted] disclosed to [redacted] that he may have turned the crankshaft without the timing belt onDuring previous inspection and diagnosis both cams on top of the engine were top dead center indicating that it was in timeAfter receiving this information we found it necessary to retrace the steps Mr [redacted] had taken when replacing the timing beltOnce began this process we found that the vehicle was out of time on the crankshaftDue to this there was damage to crankshaft gear, woodruff key, and a washer missing from one of the idlersWe advised Mr [redacted] of the repairs needed and agreed to waive the labor charges for the ignition coil and cables, and the price for repairs would be $ The dealership absorbed the discount of $The customer paid and picked up his vehicleHe informed us that the air filter box had additional damage to it, which we agreed that there was new damageWe agreed to get him a used air filter box that he would install himselfWe have given Mr [redacted] a discount on the work that was done from our standard rate, agreed to replace the air filter box that was already partially damaged when the vehicle arrivedAt this time we consider this matter closedA more detailed timeline is attached [redacted] ***, GM
We feel that we acted in good faith prior to the customer submitting the complaint to Revdex.comAs previously stated we reduced the customer’s charges that were not covered by warranty from $to $to address their concern.We addressed the rental issue because it was in the customers original Revdex.com complaintThe warranty the customer purchased is not a Hudiburg or GM warrantyIt was purchased from another source and we adjudicated the claimTo be clear this was not a Hudiburg warranty and any issues would be between the customer and her warranty companyWe charged her warranty company for the entire cost of the rental and the reimbursement to us was approximately $In circumstances the customer would be required to return the vehicle after the period the warranty covered was met or pay for the balance out of pocketHowever, we did not pass that $cost to the customer.If the customer was still having issues with the transmission in the month period leading up to failure, we would have been glad to check it again at no additional charge, but it was not brought up during regularly scheduled maintenance between visitsWe feel that we have been fair and accommodating to the customer in this matter As the customer has indicated they will be taking their business elsewhere we feel the matter is closed
Mrs [redacted] came to the dealership on Monday, October 10,She stated she needed a new temporary tag to put on her vehicle to park on federal property at workWhen we informed her that we could not provide an additional tag she then stated that we were not prompt in processing the necessary paperwork for her vehicle purchaseMrs [redacted] purchased her vehicle on September 10th and we received the bank draft on September 12thWe did not receive the actual check for payment until the September 30th when we submitted the draft, final paperwork and title paperwork to her bank We explained to Mrs [redacted] that we processed her paperwork in the required days from date of purchaseWe cannot account for the delay at her bank after September 30thWe offered Mrs [redacted] a loaner vehicle with a metal tag, so that she would be able to drive and park at workThe offer was declinedA copy of the dated and time stamped check that her bank released in exchange for her full vehicle purchase paperwork is attached
When notified of the problem we advised the customer we would contact the previous owner to get information on the lift and where it was installedWe contacted the previous owner the same day we were made aware of the problem That same day the customer authorized Sam’s Wholesale to install an upgraded lift to the vehicleWe were not given ample time to make inquiries on the equipment that was installed on the vehicle at the time of purchase or any other arrangements to fix the vehicleAs such we are not willing to pay for a higher grade lift than was on the vehicle when it was sold
The condition that Mr [redacted] is experiencing is considered a characteristic of the exhaust system valve opening and closing, under the conditions that it is supposed to open according to General MotorsGeneral Motors technical assistance center along with a field engineer have been able to make the noise quieter with a modification to the exhaust, but cannot make it go away completely because the valve does have to open and closeWe have compared this vehicle to an alike vehicle and the new vehicle exhibited the same issue that Mr [redacted] has brought upGeneral Motors has told us to no longer make any further attempts to modify/repair the exhaust system because it is functioning under factory specificationsIt should be noted that on 06/24/ Mr [redacted] has also filed a Revdex.com claim against General Motors [redacted] , Service Manager
RevDex.com: I did contact Nissan USA and was told that the mail was originating from Hudiburg Auto Group. Can you not process one of the "mailers" and find out who is paying the Bill? Sincerely, [redacted]
There was a misunderstanding of what warranty or special policy was still in effect on customers vehicle. We gave the customer the option of taking the transmission apart to see if the failure fell under GM special policy guidelines, to which the customer declined to authorize us to do. She in turn... towed the vehicle to another repair facility and had them take it out disassemble the transmission for repair/diagnosis, and they determined the failure to be covered under the GM special policy. At this point we offered to tow her vehicle back to our dealership, at no cost to the customer, and repair her vehicle under warranty per the special GM policy. She agreed and we are currently repairing her vehicle at no charge, and the customer was given a loaner vehicle at no cost while the vehicle is being repaired. We have also agreed to reimburse her the $135.00 she was charged for the initial diagnosis. We anticipate repairs will be completed in early March.Thanks,***, Service Manager
We stand by our previous responseWe would be happy to go over the figures with her as we have requested on multiple occasionsOur position at this time is the matter is closed
The financial institution is responsible for acceptance or denial of a contract as well determining any change in the interest rateThe dealership does not have control over this, however we are obligated to act in accordance with the banks decisionsIt is noted on the CUDL documentation the rate that the bank extended after initially submitting the contractFurthermore, in the notes it states the customer’s original contracted rate, his refusal to resign at the new rate and the banks decision to accept the original contracted rateWe submitted the contract as directed and it has been fundedPlease see supporting documentation attached
Initial Business Response /* (1000, 5, 2016/01/12) */
Contact Name and Title: *** *** Service Mgr
A wheel was ordered for the customer through General Motors, but has been on back order for several monthsThis is a cosmetic issue and not a mechanical issueWe have previously offered to try
to find a wheel by other avenues, such as EbayThe customer declined because he did not want to receive a used wheelWe have located a wheel using alternate means, but have not confirmed it is new conditionOnce we receive the wheel and confirm that it is in new condition we will contact the customerIt will be installed per his warrantyThe part is coming from another source because it is still back ordered with General Motors parts
Mr*** came into the store with a pre-approval letter from *** *** *** *** listing his interest rate on the vehicle he chose to purchaseWe had him sign the contract at the pre-approval interest rate and submitted it to his bank the following business dayWe were informed
his bank would not do the interest rate and given his new rateWe contacted Mr*** to inform him of his banks change in interest and asked him to come in to resignHe indicated he would be by to do soMr*** then called and said he went by his bank and they confirmed the pre-approval rate on his original contract but failed to tell him that the contract was not validWe called his bank to have a representative contact him to let him know they did not approve the interest rate and he would need to resign at the new rateMr*** refused to resign and his bank chose to honor the original interest rate and instructed us to send the original contract to his bankWe did as instructed by the bank and were fundedOur attached CUDL documents indicated Janet spoke with him and he refused to resign and she was instructing us to send the original contract Gap insurance was sold to Mr*** by us in the original contract for $*** *** *** *** noted in their CUDL paperwork, that the suggested cost of Gap insurance should be $We sold the Gap insurance for less than half of his banks suggested priceAlso, indicated on the attachment
We will be issuing a check to the customer for the reimbursement of the key fob and programmingWe apologize for any inconvenience
We contacted our local Mercedes dealer to get a new A/C unit, but hey did not have any in stock They referred us to another source, which we used to buy the new A/C unit We believe that the A/C unit should be covered since we used a Mercedes recommended source We have made a
good will offer to pay for part of the repairs