A.B.C. Auto Electric

This is the first time I have seen this complaint I received a call notifying me of the issue I have spoken to my Service Manager to research the issue and will respond to the customer today right awayWill adviseThank youJay B [redacted]

I will look into this with more detail right away with [redacted] and also our GSM [redacted] T*** I am aware of this issue as I was here at the time of the appraisal We were not told by the customer not to open the Sunroof and we always access and operate all accessory items on a vehicle as to there operation because the lack of operation does effect the value of the trade [redacted] was not aware nor was he told by the customer not to open the sunroof while test driving the vehicle for a value assessment appraisal I was not here when the customer returned and complained that the roof did not close completely I will discuss this matter with [redacted] and [redacted] but based on my initial communication and knowledge of the situation we do not feel it is our responsibility to fix an accessory item on the truck that appeared to be in a inoperative or malfunctioning state at the time of our appraisal We certainly have no way of knowing that the roof was in fact already in that condition prior to the visit to our dealershipI certainly wish to convey to the customer our apology for what may have taken place and attempt to offer a cost of labor repair if a repair is in fact possible Perhaps the customer knows better what is wrong at this point Unfortunately he chose not to caution us to its use or assessment prior to us driving the vehicle for appraisal I will follwith you as to our status and communication with the customer [redacted] President and Executive Manager - Heritage Chevrolet

This is the first time I have seen this complaint.  I received a call notifying me of the issue.  I have spoken to my Service Manager to research the issue and will respond to the customer today.  right away.
Will advise.
Thank you.
Jay...

B[redacted]

I have reviewed this concern with management.  Let me first say that we have every intention to assist the customer on this...

issue and are at this time still attempting to do so.  [redacted] has had no additional communication with us, Manager or otherwise since her conversation with her sales associate [redacted].
We would like to communicate directly with her to resolve this issue and I promise we will take good care and satisfy her concerns as we thought we were already in the process of doing.  See below my response based on what I know now.
·         We did sell the [redacted] to [redacted]
·         [redacted]’s car was involved in an accident and based on our knowledge was directed to [redacted] at her parents request.  Not ours.
·         We are not Affiliated with [redacted].  They are a wholesale customer to our Parts Department and because of their location in [redacted] we have recommended them to our customers in [redacted] occasionally.  We did not make this recommendation this time and had no knowledge that she had the accident or the car was in the [redacted] until after the visit.
·         We were involved in a referral from the [redacted] and the customer after she picked her completed car up because the car also had an axle issue that the [redacted] was not originally aware of from the accident and it affected her drivability after pickup and it was necessary to tow.  The Insurance company instructed us to do and approved additional repairs.
·         Our repairs had nothing to do with the inside of the car and we did not change out and lights or sunglass holders
·         We are not aware of what the [redacted] may have had to do to the interior of the car. 
·         [redacted] did come and see [redacted] about her current concern.  [redacted] attempted to determine at what point the items may have been changed out. He verified that our work did not include any interior work to the car.  He called the [redacted] and was not able to get a response as to what they may had done inside the car.
·         The part that [redacted] wants replace is not a factory installed or [redacted] item and we had determined after talking to out parts people that it must have been installed by the previous customer that traded the car to us.  [redacted] and the [redacted] agreed at that time that it would take some time to determine what and where we could secure the aftermarket part to replace for her.  It was [redacted] understanding that she would also look for a comparable part that she was happy with and advise us.
·         [redacted] and our Parts department are still trying to locate a part that is similar or the same to reinstall in the car.  We have also contacted the [redacted] again to get their assistance as it appears that the part must have been removed and replaced during the accident repairs.
·         We will continue to try to find a solution to her concern and will help get the appropriate parts.  I have instructed my Management team and [redacted] that even if the [redacted] does not participate in the replacement we will handle this for customer satisfaction as was our original intent.
 
We have every intention to secure and install or have the [redacted] install the appropriate replacement item once we secure that which is acceptable to [redacted].  [redacted], my Parts Manager [redacted] and Service Manager [redacted] will follow-up and get this taken care of.
 
Thank you for your understanding
 
[redacted]r
President and Executive Manager
Heritage [redacted] –[redacted]
Direct Office – [redacted]
Office: [redacted]
Cell: [redacted] 
Email: [redacted]
[redacted]
[redacted]
[redacted]

I found both the 5/6/2016 and 5/13/2016 email in my spam folder.  First ti me this has ever happened.  I have always gotten emails from you same day.  I have reentered the applicable address into my approval list to prevent from happening in the future.
I have discussed with our Service Manager John K[redacted] and we have reviewed the paper work.  The customer did sign the pre service authorization for us to diaog the vehicle.  Diaog fee is $108.00.
We also found a GM Case on the issue and had already been trying to recontact the customer based on the GM Case request.  No response to our phone calls from either number.
We are still researching details of the visit and any phone calls after check in that may have taken place.
John K[redacted], Service Manager, is calling customer now to offer:  explanation,  Refund of the charges for oil change and offer appointment with a loaner vehicle for a reevaluation of the vehicle to see if we can find any other issues that may be related to that that we did find. 
I will advise status of our efforts to take care of this situation for the customer.  We will make every effort to assist and satisfy this complaint and further assist the customer with their automotive needs.
Thank you for the phone call reminder.
John E B[redacted]
President and Executive Manager - Heritage Chevrolet - [redacted]

I will look into this with more detail right away with [redacted] and also our GSM [redacted].  I am aware of this issue as I was here at the time of the appraisal.  We were not told by the customer not to open the Sunroof and we always access and operate all accessory items on a vehicle as...

to there operation because the lack of operation does effect the value of the trade.  [redacted] was not aware nor was he told by the customer not to open the sunroof while test driving the vehicle for a value assessment appraisal.    I was not here when the customer returned and complained that the roof did not close completely.  I will discuss this matter with [redacted] and [redacted] but based on my initial communication and knowledge of the situation we do not feel it is our responsibility to fix an accessory item on the truck that appeared to be in a inoperative or malfunctioning state at the time of our appraisal.  We certainly have no way of knowing that the roof was in fact already in that condition prior to the visit to our dealership.
I certainly wish to convey to the customer our apology for what may have taken place and attempt to offer a cost of labor repair if a repair is in fact possible.  Perhaps the customer knows better what is wrong at this point.  Unfortunately he chose not to caution us to its use or assessment prior to us driving the vehicle for appraisal.
 
I will follow-up with you as to our status and communication with the customer.
 
[redacted]
President and Executive Manager - Heritage Chevrolet