Midwest Tops, Inc.

Mr. [redacted] brought his vehicle in for transmission issues and was quoted the standard diagnostic charge for an initial diagnosis. Mr. [redacted] stated he could not get the vehicle to shift out of third gear. We determined that the vehicle's transmission was...

full of metal and clutch material, at this point we recommended due to all of the internal damage, to replace the transmission. The cost comparison of replacing the transmission vs taking the additional time to remove  and tear down the transmission only to find that it would have to mostly rebuilt was very close yet actually cheaper to replace. Our recommendation of replacing the transmission was factoring in several different things such as a 3yr 100,000 miles parts and labor warranty vs a 1 year warranty for rebuilding. Mr. [redacted] was insistent that we remove his transmission, tear it down, and see if it would be cheaper to repair it. The service advisor [redacted] again tried to consult Mr. [redacted] to think about the replacement vs spending all the additional labor dollars to tear open the transmission based off of what he has seen while working in this field for the past 20+ years. The transmission was removed per Mr. [redacted] request, disassembled, and determined By the GM Master and ASE Master certified Technician that a replacement was the best option for this vehicle. Mr. [redacted] declined all repairs and wanted to pick the vehicle up. Mr. [redacted] refused to pay the removal and tear down price that was owed to be able to tell him the point of failure and argued that it should be covered under the original standard diagnostic fee. The service advisor tried to explain to Mr. [redacted] that he advised against the removal and tear down however since Mr. [redacted] was adamant about it, he was liable for the charges. Mr. [redacted] refused to pay the bill that was owed and was put in contact with the Service Lane Manager [redacted]. Once the Service Lane Manager was brought into the situation he tried to work with Mr. [redacted] to find a mutual resolve. Together Mr. [redacted] and Mr. [redacted] agreed upon paying the "shop cost" of $200.00 in lieu of paying the full $575.00 that he owed for the removal and tear down of his transmission, for Mr. [redacted] to be able to take his vehicle. We believed this to be a fair compromise for both parties involved. As Mr. [redacted] was leaving he assured Mr. [redacted] that he would be contacting the Revdex.com for the unfair treatment he had received. Mr. [redacted] has never brought up any other issues with his vehicle and we would strongly advise that if he was having a problem with a recently installed AC compressor to bring it in and let us check for a potential problem. If a fault is to be found with the compressor it is very likely to be under warranty. Any other issues Mr. [redacted] has with his vehicle, we would be more than happy to check into for him. There was also a statement made about the types of problems he was having did not properly correlate with the miles that he had on the vehicle. There is no mileage that dictates when and where things will wear out on your vehicle. We at Rogers Dabbs Chevrolet feel that the compromise that was originally made was more than a fair option.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. If the business will provide the part at no cost to me I will withdraw my complaint.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1-The Sales Manager originally ADMITTED that there was a problem and that they had found a similar documented case. So that is a direct contradiction to their latter claim that this is normal operation.2-The loaner vehicle (Terrain) did NOT have the same flickering issue with the lights.3-The more recent issue with the interior panel lighting going out is obviously connected to the original problem, which indicates that something is not functioning properly in the electrical system.4-The Sales Manager spoke directly to the MS State Trooper who confirmed that there was something wrong with the headlights and that it needed to be corrected.5-The dealer's own driver who delivered the vehicle admitted that something was wrong with the lights.NONE of these previously stated items were addressed in the dealer's response.  Furthermore, I have consulted with a local GM dealer who also said that this is NOT proper operation and that it presents a safety issue.  Lastly, we have video of the extreme changes in the lights.   These are the facts.
Regards,
[redacted]

I am writing in response to case# [redacted] about “product issues” with Mr. [redacted]’s vehicle. I have been involved with this complaint from its origination all the way through the case with General Motors in which any aforementioned product issues were deemed normal operation by GM through...

its District Manager Aftersales and its Regional Manager Aftersales for the South Central region. General Motors case SR# [redacted] originated through GM customer Assistance center (see attachments) as a complaint in which in GM’s words, Mr. [redacted] stated “there is a headlamp concern which is considered to be normal” and he would like assistance out of the vehicle. Due to the fact he does not fall under the specifications set for assistance out of the vehicle and that the condition is considered normal I have included all supporting repair orders where no repair attempts have been made nor any abnormal conditions verified. Rogers Dabbs Chevrolet has addressed each concern with Mr. [redacted] and have at his request put nearly 70 miles on his vehicle during times of the day in which are not normal to our operation in order to facilitate his particular complaints. We have had not only the GM certified technician (shop foreman) but also the Service Manager, General Sales Manager, The General Manager which is also the Dealer Principal, and myself drive and or inspect this vehicle to our fullest capabilities to ensure proper safety and operation of this vehicle. The 2015 GMC Terrain is equipped with halogen projection lighting; this lighting has a definitive light/dark line at the top of lighted viewing area. When traveling over a dip or bump in the road it causes this definitive line to move up and down rapidly mimicking a flicker effect to the driver and or oncoming traffic if unaware of this particular vehicles lighting structure. This vehicle went through a rigorous used car inspection process prior to purchase and no abnormal lighting issues were notated at that time. We have made multiple attempts to ensure that if there were any issues with Mr. [redacted]’s vehicle that we get to the bottom of them and resolve it. General Motors states under their Warranty Guidelines article 1.2.1.1 – “Adjustments and Wear Items 1) GM Passenger Cars and Light Duty Trucks Adjustments needed on passenger cars and light duty trucks to correct defects in material or workmanship are covered under the bumper-to-bumper coverage except for wheel alignment/ b[redacted]ce which is covered after 500 miles and before 7500 miles only.” Without there being a defect present or a defective component able to be identified there represents no actions that can be taken by the dealer. We at Rogers Dabbs Chevrolet have gone above and beyond trying to ease any burden on Mr. [redacted] by willingly coming to get his vehicle, returning his vehicle directly to him, working before and after normal business hours, and involving “Aftersales Management” with GM to verify whether there was a defect present or not. I am apologetic to the fact that Mr. [redacted] is unhappy with the functions of the product he purchased but his allegations of Rogers Dabbs Chevrolet to avoid any type of repair process for a defect are untrue in nature. With all the amenities we have extended to Mr. [redacted] I am saddened to hear of his dissatisfaction with the product as well as way he was treated. The staff and Management at Rogers Dabbs Chevrolet treats every individual that enters our door with the highest level of courtesy and respect. We are willing to accommodate in any reasonable way we can, but when what is asked of our staff is unreasonable and the complaint is taken above our authority directly to General Motors then it is in our interest to follow the precedent of the same resolution set by General Motors. Tell us why here...

During the counter top installation the Midwest employee banged into my refrigerator causing two dents in the door. This company has denied responsibility and has offed no satisfactory resolution. So, now I have a damaged appliance. I would NEVER recommend Midwest Tops as their customers apparently are not important. Customer satisfaction obviously is not a priority.