On 11-19- [redacted] came to my office with Chris F [redacted] our Service ManagerThey told me about the situation of the [redacted] having water marks on the black exterior and also swirl marksWe talked and the more I listened I realized it had nothing to do with the product we put on car but the water marks were on vehicle before the sealant was addedWe went outside to look at [redacted] and I can see the marks with ***He told me he has a place on Broad Street that told him what had to be done to make the paint look betterI have no idea when the marks got on the paint because I just saw the carI told him on Monday I would show commodore company the paint to see if they could get marks out and make it look goodIt is black and you see more than a light color but these marks need to come out or repaint the hoodI talked to [redacted] Detailing where [redacted] had talked to someone and they said they can detail the car and get water marks out as well as the swirlsTyler H [redacted] and I delivered the [redacted] to his house and dropped off keys to Mrs [redacted] After Thanksgiving [redacted] will get [redacted] to [redacted] and [redacted] Haley Buick GMC will pay $ [redacted] to get the car detailed on exteriorIf he needs a ride after dropping off or a rental car while in shop for or days we will also pay for thatMr [redacted] has elected to cancel the interior and exterior protection package as I offered and we will refund the money TuesdayIf it was financed the check will go to bank to come off back end of loan and if paid cash will send check to customerI am checking on this nowMr and Mrs [redacted] had conversation with other employees so I will gather the comments and put in fileI was not told by Mr or Mrs that this claim had been openedBAsed on experience I believe we are doing what is needed to be done to satisfy the customer with using another detail shopI did explain to Mr [redacted] I do not have anyone on staff that can do the process needed to remove the water spots but commodore or [redacted] could do it and he selected [redacted] These spots are on many paint finishes on anything that could be man made and because black it is showing up and we need to get process done for customerIt will be next week before vehicle is done and customer will have to decide to take down the complaintI believe it will be acceptable and that we will have done what was needed to be done to satisfy the issuePlease let me know if I need to reply back after work has been complete
On May 23rd [redacted] brought her [redacted] into our service department for serviceHer complaints were as stated below“When driving, the vehicle turns off when stopped/switching gearsHad battery replaced (elsewhere) car worked for a few days, and stopped working” “Check Engine Light is on” During the vehicle diagnosis the technician Brad B [redacted] first drove the vehicle and during road test the vehicle did not cut off but ran a little rough at timesThe vehicle was brought into the shop and inspected for items that may cause the customers concernsCodes were pulled for the check engine light the following codes were found in the engine computer system Pcode definition Catalyst System Efficiency Below Threshold P0171- Lean fuel trim on bank oneP0520-Oil Pressure Sensor Circuit Low Input ConditionsUpon performing diagnostic procedures the technician found the following problemsP0420- The catalytic converter itself was no longer functioning properly and may cause low power and transmission to shift abnormally P0171- The purge valve that controls the fuel tank evap-system was stuck open and one side purge valve was broken allowing un-metered air to enter the engine intake manifoldCould cause car to stall or not run properly P0520- The oil pressure sensor was shorting out causing low resistanceDuring the point inspection it was noted that the wiper blades were badThe following repairs were recommendedThe catalytic converter needed to replaced based on the code P0420- customer told us it was an aftermarket convertor install by another shopRecommended the customer go back to the shop that install this converter or to another exhaust shop due to age of vehicle and aftermarket converterReplace the purge valve- The customer authorized this repair based on PReplace the oil pressure sensor- The customer authorized this repair based on PReplace wiper blades-The customer authorized this repair After the authorized repairs the technician road tested the car several miles the car ran properly did not stallThe Pcode returnedThe car was returned to the customer because we knew that the catalytic convertor neede to go back to the other shopIt is impossible to say how many miles the car was road tested because the odometer on the car does not workThe true odometer reading of this vehicle is also unknownWe have reviewed our record and find that the proper work was doneWe do not know when the catalytic convertor was replace or by what shopMrs [redacted] may have bought vehicle like thisThe car was towed in and the customer was able to drive it out of HaleyIf she had returned the car to Haley our technician would been able to re-check the codes in the car as of that time to make sure any of the parts we installed were not defectiveAfter review we feel strongly that our business has performed the service that payment has been received for
[redacted] called me today insisting that his vehicel shifter assembly be repaired at no expense to himHe also has stated that I forced him to drive his vehicle unsafely when he called last week about the repairIn my conversation with [redacted] I advised him that if he did not feel safe driving his vehicle he could have the vehicle towed to us and we would pay the towing if the issue he was having was related to the Power Steering recall we performed, which it did end up being a defected power steering motor from **The customer made the comment that if he had paid to tow it we probably would not have given him his out of pocket expenseHe also started yelling and everytime I tried to speak he would interrupt meI gave him an estimate last week on repairing the shifter issue of $plus tax and shop supplies, he has declined this repairHe feels like after the issue with the power steering we should assist him on this repair [redacted] has a closed case # [redacted] on his complaint and is not offering any assistance due to mileage & age of vehicle and it's not a related repair to the recall for the igniton switch After I heard what he wanted us to do I again informed him, the same information as last week that we need to replace the shifter assembly to remedy his issue, which he does not want to do at his expenseHe did bring up that he was loyal valuable customer and we should want to take care of himThis is the first time that we have had his vehicle in our facility which was to perform the recalls that [redacted] had opened on his vehicle [redacted] was in the office with me at the time the phone call took placeHe did hear my side of the conversation with [redacted] ***, and yes when he started yelling loudly on the phone I did tell him that this conversation is over, said goodbye and hung the phone upI felt like he and I were going around in circlesNo matter what I said he did not agree withI did tell him a few times that I was not going to argue with him before our conversation ended and his response was ok and then would continue to tell me that we are going to repair his vehicle at no expense to himI never said anything to him about not telling the truthI did say that until the igniton was repaired properly that it may have disguised the shifter issue See attached document from **
Hello, I have read your comments that you sent to the Revdex.comI talked to you by phone about weeks ago and you reviewed the following with me and asked me to talk to the salesperson and managersHere is what you told me and my responses not verbatim but as I covered with you You asked me if you could trade a car back in and I said anyone could trade in but to do that it would cost the sales tax and depreciation of that vehicleI told you when it is a new vehicle that is in the 1000’s and people do it at times but not often You mentioned you did not like the vehicle and sounded like options or that particular vehicle was giving you second thoughtsI told you we do not return new cars once you buy it and drive away I had mentioned to you I had heard about the situation that you bought the vehicle and a number of products after the sale with the finance office and I believe on a Monday you came back and wanted to cancel those itemsInstead of canceling the products and sending the money to the bank where your payment would have stayed higher and the money would have gone to backend of contract we decided because of timing although it effected our cash flow we could cancel the first finance contract and recontract you allowing you to have a lower payment and not have the products you wanted to cancel but you decided to keep the extended service plan You told me by federal law the window sticker was to be taken out of the carI mentioned to you the sticker stays with the car and yes we will take it off the window as a courtesy and get glue off but sticker stays with car or we leave it on window and the owner takes it offThe sticker that was with the car is what we had for that unit I mentioned to you that I would be happy to get the glass cleaned for you if you brought car back You mentioned car did not have full tank of gasI told you it should have as a new unit and I would take care of that You mentioned you did not test drive for a long ride and I told you we have a route and it is up to buyer to ask for a test drive and of course we do that You told me car was not clean and I told you I would get that done for you if you brought backAt the end of our conversation is was clear to me after you said it was your fault because you rushed our team and had to go you realized we were willing to do whatever we had to do to help with situations you mentioned to me as the General MangerWe cannot help the situation that you were in a hurry and or that you wanted a different vehicle after the purchase You said goodbye and that was the end of conversationI did talk to the team and this is what I found out the days after we talked on phone Car was on showroom- It had a window sticker as you said and also items on the luggage rack that were not include in price but were for display but you expected them to be included in priceOur managers gave you the itemsCar is clean as it is on our showroomThere was no dent mentioned and or seen by any of us on the vehicleYou mentioned a dent at later time after you had carWe have a customer sign off that we owe nothing after the sale that is not covered by factory warrantyDents and dings can happen the minute the vehicle leaves our location so we would not take responsibility for thisYou did not mention a dent to me on the phone and that surprises me as that would seem to be something you would want to tell me and of course ask us to fix if we could help I did talk to our General Sales Manager and he said you had called him and went over a number of items and this was one of them and he said he would look at it and try to helpThat is goodwill and that is all not required and not warranty Full tank of gas and test driveSomeone dropped you off I am told and then left while you did paperwork? You were in a hurryWe would have washed for delivery if we had someone in clean up or gave you a receipt for future wash, filled tank if it was not filled and of course any consumer can take a test-drive before buying a carOnce you decide to buy you made the decision for the transaction not the sellerWe have a survey that goes out from the factory that asks about test drive, full tank of gas and appearance of car at deliveryWere you satisfiedThat is our jobWe do not have people call us with the concerns that you have shared with usI am told by you on our call and our employees that you were in a hurryWe went out to the car and helped do some paperwork with you so we could get you on your wayWe do not do that day in and day outThe buyer takes the time needed and if the pace has to be picked up we try our best to accommodate Gas mileage? You need to bring in to a GM shop and get checked outThe sticker on car was what we hadIf there is another one available with adjustment from factory we receive in mail and replace on the carThe one that was on the car is what we had As far as the items you talked to me about I was told that the GSM had already talked to you and he offered to reclean, get a full tank and get you completely satisfied with those itemsI had assumed after hearing that from him you must have called me to just file a concern so I could talk to our team but I did not get all of the story about the unit being on the showroom and how much of a hurry you were inI did get from the call you did want to get another car but I could not figure out reasonIf you had buyer’s remorse that could be heard in our conversation but I was not able to figure out the reasonWe work very hard daily to treat each guest the best of our abilityWith your purchase I know our team did their best to accommodate you as a valued customerRespectfully Barry M [redacted]
On 11-19- [redacted] came to my office with Chris F [redacted] our Service ManagerThey told me about the situation of the [redacted] having water marks on the black exterior and also swirl marksWe talked and the more I listened I realized it had nothing to do with the product we put on car but the water marks were on vehicle before the sealant was addedWe went outside to look at [redacted] and I can see the marks with ***He told me he has a place on Broad Street that told him what had to be done to make the paint look betterI have no idea when the marks got on the paint because I just saw the carI told him on Monday I would show commodore company the paint to see if they could get marks out and make it look goodIt is black and you see more than a light color but these marks need to come out or repaint the hoodI talked to [redacted] Detailing where [redacted] had talked to someone and they said they can detail the car and get water marks out as well as the swirlsTyler H [redacted] and I delivered the [redacted] to his house and dropped off keys to Mrs [redacted] After Thanksgiving [redacted] will get [redacted] to [redacted] and [redacted] Haley Buick GMC will pay $ [redacted] to get the car detailed on exteriorIf he needs a ride after dropping off or a rental car while in shop for or days we will also pay for thatMr [redacted] has elected to cancel the interior and exterior protection package as I offered and we will refund the money TuesdayIf it was financed the check will go to bank to come off back end of loan and if paid cash will send check to customerI am checking on this nowMr and Mrs [redacted] had conversation with other employees so I will gather the comments and put in fileI was not told by Mr or Mrs that this claim had been openedBAsed on experience I believe we are doing what is needed to be done to satisfy the customer with using another detail shopI did explain to Mr [redacted] I do not have anyone on staff that can do the process needed to remove the water spots but commodore or [redacted] could do it and he selected [redacted] These spots are on many paint finishes on anything that could be man made and because black it is showing up and we need to get process done for customerIt will be next week before vehicle is done and customer will have to decide to take down the complaintI believe it will be acceptable and that we will have done what was needed to be done to satisfy the issuePlease let me know if I need to reply back after work has been complete
On May 23rd [redacted] brought her [redacted] into our service department for serviceHer complaints were as stated below“When driving, the vehicle turns off when stopped/switching gearsHad battery replaced (elsewhere) car worked for a few days, and stopped working” “Check Engine Light is on” During the vehicle diagnosis the technician Brad B [redacted] first drove the vehicle and during road test the vehicle did not cut off but ran a little rough at timesThe vehicle was brought into the shop and inspected for items that may cause the customers concernsCodes were pulled for the check engine light the following codes were found in the engine computer system Pcode definition Catalyst System Efficiency Below Threshold P0171- Lean fuel trim on bank oneP0520-Oil Pressure Sensor Circuit Low Input ConditionsUpon performing diagnostic procedures the technician found the following problemsP0420- The catalytic converter itself was no longer functioning properly and may cause low power and transmission to shift abnormally P0171- The purge valve that controls the fuel tank evap-system was stuck open and one side purge valve was broken allowing un-metered air to enter the engine intake manifoldCould cause car to stall or not run properly P0520- The oil pressure sensor was shorting out causing low resistanceDuring the point inspection it was noted that the wiper blades were badThe following repairs were recommendedThe catalytic converter needed to replaced based on the code P0420- customer told us it was an aftermarket convertor install by another shopRecommended the customer go back to the shop that install this converter or to another exhaust shop due to age of vehicle and aftermarket converterReplace the purge valve- The customer authorized this repair based on PReplace the oil pressure sensor- The customer authorized this repair based on PReplace wiper blades-The customer authorized this repair After the authorized repairs the technician road tested the car several miles the car ran properly did not stallThe Pcode returnedThe car was returned to the customer because we knew that the catalytic convertor neede to go back to the other shopIt is impossible to say how many miles the car was road tested because the odometer on the car does not workThe true odometer reading of this vehicle is also unknownWe have reviewed our record and find that the proper work was doneWe do not know when the catalytic convertor was replace or by what shopMrs [redacted] may have bought vehicle like thisThe car was towed in and the customer was able to drive it out of HaleyIf she had returned the car to Haley our technician would been able to re-check the codes in the car as of that time to make sure any of the parts we installed were not defectiveAfter review we feel strongly that our business has performed the service that payment has been received for
[redacted] called me today insisting that his vehicel shifter assembly be repaired at no expense to himHe also has stated that I forced him to drive his vehicle unsafely when he called last week about the repairIn my conversation with [redacted] I advised him that if he did not feel safe driving his vehicle he could have the vehicle towed to us and we would pay the towing if the issue he was having was related to the Power Steering recall we performed, which it did end up being a defected power steering motor from **The customer made the comment that if he had paid to tow it we probably would not have given him his out of pocket expenseHe also started yelling and everytime I tried to speak he would interrupt meI gave him an estimate last week on repairing the shifter issue of $plus tax and shop supplies, he has declined this repairHe feels like after the issue with the power steering we should assist him on this repair [redacted] has a closed case # [redacted] on his complaint and is not offering any assistance due to mileage & age of vehicle and it's not a related repair to the recall for the igniton switch After I heard what he wanted us to do I again informed him, the same information as last week that we need to replace the shifter assembly to remedy his issue, which he does not want to do at his expenseHe did bring up that he was loyal valuable customer and we should want to take care of himThis is the first time that we have had his vehicle in our facility which was to perform the recalls that [redacted] had opened on his vehicle [redacted] was in the office with me at the time the phone call took placeHe did hear my side of the conversation with [redacted] ***, and yes when he started yelling loudly on the phone I did tell him that this conversation is over, said goodbye and hung the phone upI felt like he and I were going around in circlesNo matter what I said he did not agree withI did tell him a few times that I was not going to argue with him before our conversation ended and his response was ok and then would continue to tell me that we are going to repair his vehicle at no expense to himI never said anything to him about not telling the truthI did say that until the igniton was repaired properly that it may have disguised the shifter issue See attached document from **
Hello, I have read your comments that you sent to the Revdex.comI talked to you by phone about weeks ago and you reviewed the following with me and asked me to talk to the salesperson and managersHere is what you told me and my responses not verbatim but as I covered with you You asked me if you could trade a car back in and I said anyone could trade in but to do that it would cost the sales tax and depreciation of that vehicleI told you when it is a new vehicle that is in the 1000’s and people do it at times but not often You mentioned you did not like the vehicle and sounded like options or that particular vehicle was giving you second thoughtsI told you we do not return new cars once you buy it and drive away I had mentioned to you I had heard about the situation that you bought the vehicle and a number of products after the sale with the finance office and I believe on a Monday you came back and wanted to cancel those itemsInstead of canceling the products and sending the money to the bank where your payment would have stayed higher and the money would have gone to backend of contract we decided because of timing although it effected our cash flow we could cancel the first finance contract and recontract you allowing you to have a lower payment and not have the products you wanted to cancel but you decided to keep the extended service plan You told me by federal law the window sticker was to be taken out of the carI mentioned to you the sticker stays with the car and yes we will take it off the window as a courtesy and get glue off but sticker stays with car or we leave it on window and the owner takes it offThe sticker that was with the car is what we had for that unit I mentioned to you that I would be happy to get the glass cleaned for you if you brought car back You mentioned car did not have full tank of gasI told you it should have as a new unit and I would take care of that You mentioned you did not test drive for a long ride and I told you we have a route and it is up to buyer to ask for a test drive and of course we do that You told me car was not clean and I told you I would get that done for you if you brought backAt the end of our conversation is was clear to me after you said it was your fault because you rushed our team and had to go you realized we were willing to do whatever we had to do to help with situations you mentioned to me as the General MangerWe cannot help the situation that you were in a hurry and or that you wanted a different vehicle after the purchase You said goodbye and that was the end of conversationI did talk to the team and this is what I found out the days after we talked on phone Car was on showroom- It had a window sticker as you said and also items on the luggage rack that were not include in price but were for display but you expected them to be included in priceOur managers gave you the itemsCar is clean as it is on our showroomThere was no dent mentioned and or seen by any of us on the vehicleYou mentioned a dent at later time after you had carWe have a customer sign off that we owe nothing after the sale that is not covered by factory warrantyDents and dings can happen the minute the vehicle leaves our location so we would not take responsibility for thisYou did not mention a dent to me on the phone and that surprises me as that would seem to be something you would want to tell me and of course ask us to fix if we could help I did talk to our General Sales Manager and he said you had called him and went over a number of items and this was one of them and he said he would look at it and try to helpThat is goodwill and that is all not required and not warranty Full tank of gas and test driveSomeone dropped you off I am told and then left while you did paperwork? You were in a hurryWe would have washed for delivery if we had someone in clean up or gave you a receipt for future wash, filled tank if it was not filled and of course any consumer can take a test-drive before buying a carOnce you decide to buy you made the decision for the transaction not the sellerWe have a survey that goes out from the factory that asks about test drive, full tank of gas and appearance of car at deliveryWere you satisfiedThat is our jobWe do not have people call us with the concerns that you have shared with usI am told by you on our call and our employees that you were in a hurryWe went out to the car and helped do some paperwork with you so we could get you on your wayWe do not do that day in and day outThe buyer takes the time needed and if the pace has to be picked up we try our best to accommodate Gas mileage? You need to bring in to a GM shop and get checked outThe sticker on car was what we hadIf there is another one available with adjustment from factory we receive in mail and replace on the carThe one that was on the car is what we had As far as the items you talked to me about I was told that the GSM had already talked to you and he offered to reclean, get a full tank and get you completely satisfied with those itemsI had assumed after hearing that from him you must have called me to just file a concern so I could talk to our team but I did not get all of the story about the unit being on the showroom and how much of a hurry you were inI did get from the call you did want to get another car but I could not figure out reasonIf you had buyer’s remorse that could be heard in our conversation but I was not able to figure out the reasonWe work very hard daily to treat each guest the best of our abilityWith your purchase I know our team did their best to accommodate you as a valued customerRespectfully Barry M [redacted]