McCarthy Morse Chevrolet

We have received and reviewed complaint #from the Revdex.com Due to the fact that we have had no previous contact from the customer regarding this issue and have had no opportunity to respond to any type of complaint from this customer outside of the Revdex.com, we do not have any comment at this time

I find it very disturbing that a GM Dealership can flat out lie about what happened that day at the dearlership If the dearlership was to contact the other customers that were in the customer lounge that day, they would find that what I said happened was true It is sad that the dearlership can treat customers the way I was treated As for me being un professional, that was the way I was treated by the dealership's employee's And I DID request the cabin filter be changed when I scheduled the appointment on the "My Chevrolet" app Had I known that the dealership would pick and chose what they wanted to take care of on my vechile, I would have gladly gone to a dealership that actually cares about the customers that chose to keep them in business Worst Dealership, General Manager, and customer service EVER! Complaint: [redacted] I am rejecting this response because: See Above Regards, [redacted]

The above listed customer has been difficult starting on the date of his initial visit to the dealership The customer was upset because we didn't change out a cabin air filter during his routine vehicle maintenance visit on 09/23/ The customer never requested that the filter be replaced during the initial write up, and based upon the vehicles mileage at the time, it was not part of the scheduled maintenance check up If the mileage had indicated that it was time for the cabin air filter to be checked and/or replaced, we would have brought this to the customers attention In regards to the customer's assertion that he was treated rudely while in our waiting area, I can only state, that it was me who talked to all the customers in our lounge during that time There was a scheduling error and the exterminator had arrived early to conduct the semiannual maintenance on the building As a safety precaution, I spoke with all the customers in the lounge area, explained to them what was going on, and invited them to join me to sit in our secondary customer lounge area which is located on our upper showroom floor There was, at no time, ever any mention of "being poisoned" as the customer assertsShortly following the customers departure, the customer did attempt to make contact with our General Manager, and yes, there was a time gap between receipt of phone call and being forwarded to the General Manager's voicemail, but that was simply due to the receptionist attempting to located the General Manager first The voicemail left by the customer was far from professional He was belligerent and used a lot of profanity The customer's reaction was completely out of step with the situation He was belligerent to members of our staff while at the dealership and after leaving the dealership His behaviors made it impossible for us to reach any type of satisfactory conclusion with the customerRESULTS:Based upon the customers belligerent behavior, rude and abusive treatment of staff, and his use of profanity, it is our decision to not offer any form of apology to the customer His behavior was so out of step and shocking, it is our decision to ban this customer from our establishment If the customer returns to the property, he will be asked to leave and any refusal will result in a formal trespassing complaint being filed against himIt saddens us that we are forced to take these steps, but there is never a reason for any of our staff to be subjected to the type of verbal abuse that this customer resorted to We are a locally owned and operated dealership with over years of being in business We do not want any of our customers to have a bad experience while visiting us, but in this case, we feel that there would be no resolution that would make this particular customer happy and no resolution on our part would make up for the treatment our staff was subjected to by this customerThank you for your time We are deeply saddened that we cannot come to a resolution regarding this complaint and we appreciate the Revdex.com's efforts to ensure customers are always put firstSincerely, [redacted] , MCTE Customer Experience Manager, Internet Sales Director, & Accessory Sales Manager Web: [redacted] Email: [redacted] Phone: ###-###-####Direct: ###-###-####Fax: ###-###-####

Customer came in on February 11, 2017. He came in to lease either a new Chevrolet Silverado or Suburban. We ran his credit and sent his credit information off to several financial institutions in an attempt to get an approval for the customer on his lease option request. The
customer had come in approximately minutes before we closed on a Saturday. The automated systems from the various banks would not give an approval based upon the information obtained in his credit history report, and seeing as it was a Saturday night, the financial institutions were closed and there was no one for us to contact until the following business day on Monday. The sales representative did call and left the customer a voicemail message on the Monday (February 13, 2017) in the morning at approximately 9:am to inform the customer that we were not able to get him a lease option on a new vehicle and gave him options on a pre-owned vehicle for a purchase. The customer did come into the store at approximately 5:19pm and was checked into the store. The sales representative informed him again that we couldn't get him approved on a new vehicle and again offered the used vehicle after the customer asked what he could get approved for. That was when the second attempts for approval were made. All the inquiries were made in accordance with policy and all were an attempt to assist the customer in leasing and/or purchasing a vehicle from us. Multiple credit inquiries are standard during a vehicle purchase as the customer's information is routed to multiple finance institutions in an attempt to seek an approval or to seek the best possible APR for the customer. Usually inquiries from auto, mortgage or student loan lenders within a short period time have little or no affect on a consumer's credit score. Without seeing his current credit report, it is impossible for anyone to make accusations that this attempted purchase has anything to do with the alleged drop in the customer's credit report. We do feel badly that we couldn't get him approved for what the customer wanted and even came up with options for the customer on a vehicle with a lower price, which the customer refused

We are surprised by the complaint filed by this customer. Yes, he did bring us his Mazda Miata for repairs after an accident, but our hands were tied as the customer's insurance company would only authorize used parts as part of the repair. Yes, there were failures and a lot of time
passed due to these parts either being bad upon arrival to the dealership or subsequent failure after being installed on the vehicle. We were waiting for a salvage company in North Carolina to provide us with the parts needed to repair this vehicle, but they had titling issues with the only vehicle that they had to pull the parts from. The customer didn't have rental reimbursement on his insurance, which then tied our hands regarding the issuance of a rental/loaner vehicle to the customer. A lot of time and effort was put into repairing this vehicle. The customer was offered the option of paying the difference to have new parts installed on his vehicle, but the customer refused. It wasn't until one of our service advisors put in the extra effort to literally negotiate with the customer's insurance company and finally was able to convince them to allow the use of new parts to repair the customer's vehicle. We did all we could within the guidelines the customer's insurance company gave us. Throughout the entire repair process we kept the customer appraised of the issues we were having and, as I stated earlier, that the customer has now chosen to file a complaint regarding this issue that we helped to get fixed correctly with new parts, is a complete surprise to us. I'm not sure what the customer expects at this point. We gave him options for new parts, which were refused. We were not happy with the situation that the insurance company left us in regarding this customer's vehicle repair, and with a lot of effort on the part of our staff, we were able to finally address and rectify that used part situation to the benefit of the customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because the dealer makes no attempt to deal with my complaint.(1) I never gave authority to undertake the number of credit inquiries on my account, nor did I authorize the SECOND round of checks on Monday (nor was I aware they were undertaking that activity) This is not addressed in any way.(2) The dealer did not make me aware of their "policy" regarding credit approval Had I been aware of their policy, I would not have agreed to it.(3) The dealership have made no offer to rectify the impact to my credit score by contacting the banks / lenders in question to request removal of the hard inquiries.(4) To insinuate in parting comment that this is related to not being approved on a vehicle is a disappointing attempt to mask the reason for my complaint I have since obtained credit for the amount that I was seeking from another dealership, and have the vehicle we were looking for.Regards,
Jamie ***

I'm really sorry that the customer does not accept our response to his complaint. When I made my initial response, I had done some investigating on my own to see what we could do to assist this customer. In the end, I discovered some interesting facts regarding inquiries as it pertains to vehicle purchases. This is an article I found published on the Experian website:"Because the law requires that your personal credit report list all organizations that have requested it, the inquiries cannot be removed.However, most credit scoring systems allow people to shop for the best rates on car loans without having any significant negative impact on their credit scoresToday, credit scoring systems count all inquiries for auto loans within a given period of time, usually around days, as a single inquiry.Car dealerships often send your application to multiple lenders at the same time in a process called “shotgunning” to find the best loan termsAs a result, lenders compete for the loan and the consumer benefits by getting the best rates and finance terms available to them.If the drop in your score was in fact due to the loan application with the auto dealer, it should have had the same impact, whether there were eight inquiries or just one.It is also important to be aware that the impact of inquiries decreases over time, so your credit scores should rebound fairly quickly, assuming there are not other issues with your credit history." All the other information I've obtained indicates that we, as a car dealer, do not have the authority to dispute information on the customer's credit report. That, by definition, is his responsibility. I didn't want to be that blunt in the first response, so my attempt at a diplomatic answer came across as us being unwilling to assist. If we could assist, we would, but we can't. He didn't get approved because he hadn't had the opportunity to build sufficient credit to qualify for the vehicle he wanted. At the time he came into the store he had been in country for a year or less. He wanted a specific vehicle, a vehicle which had a high price tag. He asked to us to help, and we did everything we could to do just that. I am happy that he was able to secure a vehicle loan from some other place, but I can assure you, that if we had had the opportunity to sell him a car, we would have.I made multiple inquiries and they all said the same thing. He needs to obtain copies of his three credit reports. At the bottom of these reports are the names and addresses for the creditors who pulled his credit information. He will need to send them a certified letter requested the inquiry be removed. That is the process. There isn't anything that we can do to help this customer, and for the record, that sentence is very difficult for me to have to type out in this response. I hate that I have to say it, but it's the facts. He wanted a specific vehicle. He completed our paperwork to allow us to try to make that happen for the customer, but at the end of the day, we couldn't get him an approval

We have received and reviewed complaint #12249979 from the Revdex.com.  Due to the fact that we have had no previous contact from the customer regarding this issue and have had no opportunity to respond to any type of complaint from this customer outside of the Revdex.com, we do not have...

any comment at this time.

The above listed customer has been difficult starting on the date of his initial visit to the dealership.  The customer was upset because we didn't change out a cabin air filter during his routine vehicle maintenance visit on 09/23/2016.  The customer never requested that the filter be...

replaced during the initial write up, and based upon the vehicles mileage at the time, it was not part of the scheduled maintenance check up.  If the mileage had indicated that it was time for the cabin air filter to be checked and/or replaced, we would have brought this to the customers attention.  In regards to the customer's assertion that he was treated rudely while in our waiting area, I can only state, that it was me who talked to all the customers in our lounge during that time.  There was a scheduling error and the exterminator had arrived early to conduct the semiannual maintenance on the building.    As a safety precaution, I spoke with all the customers in the lounge area, explained to them what was going on, and invited them to join me to sit in our secondary customer lounge area which is located on our upper showroom floor.  There was, at no time, ever any mention of "being poisoned" as the customer asserts. Shortly following the customers departure, the customer did attempt to make contact with our General Manager, and yes, there was a time gap between receipt of phone call and being forwarded to the General Manager's voicemail, but that was simply due to the receptionist attempting to located the General Manager first.  The voicemail left by the customer was far from professional.  He was belligerent and used a lot of profanity.  The customer's reaction was completely out of step with the situation.  He was belligerent to members of our staff while at the dealership and after leaving the dealership.  His behaviors made it impossible for us to reach any type of satisfactory conclusion with the customer. RESULTS:Based upon the customers belligerent behavior, rude and abusive treatment of staff, and his use of profanity, it is our decision to not offer any form of apology to the customer.  His behavior was so out of step and shocking, it is our decision to ban this customer from our establishment.  If the customer returns to the property, he will be asked to leave and any refusal will result in a formal trespassing complaint being filed against him. It saddens us that we are forced to take these steps, but there is never a reason for any of our staff to be subjected to the type of verbal abuse that this customer resorted to.  We are a locally owned and operated dealership with over 88 years of being in business.  We do not want any of our customers to have a bad experience while visiting us, but in this case, we feel that there would be no resolution that would make this particular customer happy and no resolution on our part would make up for the treatment our staff was subjected to by this customer. Thank you for your time.  We are deeply saddened that we cannot come to a resolution regarding this complaint and we appreciate the Revdex.com's efforts to ensure customers are always put first. Sincerely,   [redacted], MCTE                                      ...⇄ Experience Manager, Internet Sales Director, & Accessory Sales Manager Web: [redacted] Email: [redacted] Phone: ###-###-####Direct:  ##...⇄

I find it very disturbing that a GM Dealership can flat out lie about what happened that day at the dearlership.  If the dearlership was to contact the other customers that were in the customer lounge that day, they would find that what I said happened was true.  It is sad that the dearlership can treat customers the way I was treated.  As for me being un professional, that was the way I was treated by the dealership's employee's.  And I DID request the cabin filter be changed when I scheduled the appointment on the "My Chevrolet" app.  Had I known that the dealership would pick and chose what they wanted to take care of on my 2016 vechile, I would have gladly gone to a dealership that actually cares about the customers that chose to keep them in business.  Worst Dealership, General Manager, and customer service EVER!
Complaint: [redacted]
I am rejecting this response because:  See Above
Regards,
[redacted]