Thank you in advance for the opportunity to respond to Ms [redacted] 's complaint I would first like to set some background on our relationship with Ms [redacted] also known as Ms [redacted] here at the dealership as she has been known to use both namesIn reviewing her records on her Saturn we have written repair orders on this car of which 90% have been discounted by Classic at her request after the work has been performedClassic has worked with her to save her over $in the years she has been our customer on the various repairs that she has requested us to perform for her Ms [redacted] is well known by all of our service employees that interact with customers face to face as she has been coming here since -I would like to address the incident at our dealership now that she is describing in her complaintMs [redacted] used extreme profanity on the phone with our receptionist and we believe that our employees do not need to deal with such behavior from a customerThe receptionist immediately informed Ronnie [redacted] of the incident and also informed him she would be arriving soonMs [redacted] continued to use profanity when she arrived at the dealership in discussing the situation with Mr [redacted] I do not believe any employee should be subjected to such behavior in addition to the fact that often we have children with their parents at the dealershipSuch language is not needed or acceptable in dealing with any situation -The car was brought in to our repair facility on 4-14- with miles on the odometer for a manufacturers recall to be performed by replacing the terminals of the electrical connectors under the seatThe repair is performed by unbolting the seat and replacing the terminals at the end of the wire connectorsThe seat is not fully removed from the car just bolts loosened to gain access to the bottomMs [redacted] states that the seat cushion was not attached and the wires were hanging with the connectors not attached The seat cushion was never removed from the seat frameIf the connectors were disconnected I certainly do apologize for the inconvenience of having to return -Ms [redacted] claims in her statement "the ac was fine I picked it up and the ac was hissing"The car has miles on it and it will start to experience repairs over time as time and mileage both play a factor in the wear and tear a vehicle undergoesWhen we inspected the ac for her we found the condenser has been damaged by some sort of road debris as the condenser sits near the front and bottom of the carOne possible scenerio is at some point in her ownership period a rock hit the condenser fins and caused some damageThe damage did not manifest itself immediately but over the miles of her ownership it finally failed Ms [redacted] appears to be upset when she says "I did not agree with him stating that I damaged the ac"I apologize if we gave her the impression we thought she knowingly damaged the condenser because that is not the caseWe do not think she damaged the vehicle on purpose or even knew it was damage but it was damaged at some time during her ownership of the vehicle which would make her responsible for its repair -Ms [redacted] states that "I always pay for the repairs there are several repairs made here paid by my extended warranty"It is true that many repairs have been made and paid for but Classic Chevy has participated and helped her by discounting the price paid by her on 90% of the repairs she has had done -Ms [redacted] states that we did not balance her tires correctly and if this is the case I apologize that we did not perform this task up to her expectations-The dealership management team including Don [redacted] would welcome the opportunity to meet with Ms [redacted] at a mutually convenient time at our dealership I believe Ms [redacted] is asking Classic Chevy Sugar Land to repair her ac at no chargeClassic does not believe we are responsible for the cost of any repairs to her mile SaturnAt this time Classic Chevy is requesting the complaint be expunged and our record at the Revdex.com cleared
We are very confused by the latest customer responseWe offered to sit down with her as she requested with Don [redacted] and David [redacted] but there is no indication of that in her last responseShe claimed she did not want to have our service dept touch her vehicle again and she was going to take it to a tire shop to have the tires balanced but now in her l;ast complaint she wants to bring it to usShe is also confused by the 90% of her bills have been discountedOur statement is that we have discounted 90% of the repair orders we have written on her vehicle not that we have discounted the repair costs 90%We will certainly be happy to sit down with her, David [redacted] and Don [redacted] as she requested in the reponse before this oneWe would also like clarification to the refund amount she is seeking along with how and where she plans on having the tires balanced.Classic Chevy Sugar Land rejects that we have done anything wrong in this case but we will try to rectify the situation in a face to face meeting at a time mutually convenient to both parties
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. I am not satisifed as to how Ronnie has lied so badly about me saying I abused the recepionist and several other employees is a lie. Ronnie abused me but I can see I will get no where with this dealership because they are a big company and I am just an unhappy customer. MY seat was not worn at all you can see it it is in very good shape not worn. As for the other shop he is referring to it is has nothing to do with this claim or dealership. I would like to meet with Don the owner and David the repair shop head manager. Of course I was upset my car went in the ac was fine I picked it up and the ac was hissing I told Jerry even took the car there for him to hear it. Ronnie is sure making his self sound like he is GOD but I can tell you he was very rude and disrespectful to me which if I had been any other woman they would have called police. I asked for him to call David and he told me no not this time I already called David and told him and you will not get the car fixed at cost or anything. He never told me to leave the establishment. I did not agree with him stating that I damaged the ac and I did not agree to the cost of the repair. he told me he had a family to feed and had to charge full price. I was not acting irrationally at all at any time he sure makes a good lie up. I was not even abusing him or anyone elese at all in the shop. I did not circumvent the repair cost either as he has stated. Ronnie has not even been at this dealership for the last 6 years I HAVE BEEN GOING THERE. I always pay for the repairs there are several repairs made here paid by my extended warranty and the same issues are again needing to be fixed. The whole seat cushion was lifted off and not attached to he seat and all the connectors were disconecnted under the seat I GUESS I DID THAT TO!!!!!!!!!!!!!!!! My seat is not well worn he is something I would like someone to look at the so called well worn seat. Yes the tires vibrate but I will not allow them to touch my car again. I will go to a tire shop and have them rebalanced correctly. VERY UPSET CUSTOMER AND NOT HAPPY WITH THE LEVEL OF THE LIES AND SERVICE . Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Regards,
I feel classic is sure making me out to be an monster as too which I am notand if I had % of free /reduced repairs who authorized it they did not just give me my car and say have a nice day at there expensei HAVE NEVER HAD THESE ISSUES OR THE DEMEANING PUT DOWN ISSUE UNTIL I DEALT WITH RONNIE I feel this whole thing is blown out of perspective and made me into a monster as I am not I just want what any other customer wants is to be respected and treated as suchI did not take the seat apart I would not even know how to so please someone explain to me how it got taken apart and the connectors disconnectedMrDon and Mr.David are nice people and I have never said anything bad about themThe staff here does not have to worry I WILL NEVER IN MY LIFE COME BACK HERE, NOR WILL I EVER RECOMMEND THIS DEALERSHIP THIS DEALERSHIP TO ANY OF MY CLIENTS, IN THE INSURANCE INDUSTRYTHERE STAFF IS HAPPY THE MONSTER IS GONE AND I AM SORRY I LOST SOME GOOD FRIENDS(DAVID, JERRY, CARLOS, MIKE,MELISSA) I JUST WANT THE NEW TIRES REBALANCED AND HALF OF THE REPAIR MONEY I PAIDI WOULD ALSO LIKE COPIES OF THE 90% DISCOUNT RECORDS BECAUSE I FEEL IM A BEING TRULY SINGLED OUT AND MY NAME DRAGGED IN THE MUDi HAVE SERVED THIS COUNTRY AND I WILL NOT HAVE MY NAME SO BADLY LIED ABOUT AND DRAGGED DOWN
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Regards,I feel I was not respected and treated as a customer should beI am leaving next SATURDAY FOR A mile road trip and I need the tires rebalanced correctlyAlso I feel the dealership should reimburse me half the repair of the ac repair costI would like to meet with the owner and David ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I am not satisifed as to how Ronnie has lied so badly about me saying I abused the recepionist and several other employees is a lie. Ronnie abused me but I can see I will get no where with this dealership because they are a big company and I am just an unhappy customer. MY seat was not worn at all you can see it it is in very good shape not worn. As for the other shop he is referring to it is has nothing to do with this claim or dealership. I would like to meet with Don the owner and David the repair shop head manager. Of course I was upset my car went in the ac was fine I picked it up and the ac was hissing I told Jerry even took the car there for him to hear it. Ronnie is sure making his self sound like he is GOD but I can tell you he was very rude and disrespectful to me which if I had been any other woman they would have called police. I asked for him to call David and he told me no not this time I already called David and told him and you will not get the car fixed at cost or anything. He never told me to leave the establishment. i did not agree with him stating that I damaged the ac and I did not agree to the cost of the repair. he told me he had a family to feed and had to charge full price. I was not acting irrationally at all at any time he sure makes a good lie up. I was not even abusing him or anyone elese at all in the shop. I did not circumvent the repair cost either as he has stated. Ronnie has not even been at this dealership for the last 6 years I HAVE BEEN GOING THERE. I always pay for the repairs there are several repairs made here paid by my extended warranty and the same issues are again needing to be fixed. The whole seat cushion was lifted off and not attached to he seat and all the connectors were disconecnted under the seat I GUESS I DID THAT TO!!!!!!!!!!!!!!!! My seat is not well worn he is something I would like someone to look at the so called well worn seat. Yes the tires vibrate but I will not allow them to touch my car again. I will go to a tire shop and have them rebalanced correctly. VERY UPSET CUSTOMER AND NOT HAPPY WITH THE LEVEL OF THE LIES AND SERVICE .
Regards,
Better Bu[redacted]ss Bureau:
I have reviewed the response made by the bu[redacted]ss in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
We were instructed with appointment at 1:00 PM to be in the dealership to test drive these cars that we reserve. If you don't guarantee then instruct someone to not even entertain reservation at all.How would I know that you actually sold those cars? How would I know if you are not just misleading your customers? We reserved multiple cars not just on Friday afternoon and drove there the following morning and we where told they are sold.And guess what, Wednesday following week, all the cars we reserved are still advertise online when we told they are sold. Not just from [redacted] but also from your own site. Within 300 mile radius from Austin, TX, your dealership is the only one with that has these amazing low prizes. This is why I strongly believe that your dealership should be guilty of false advertisement.
Regards,
We are very confused by the latest customer response. We offered to sit down with her as she requested with Don [redacted] and David [redacted] but there is no indication of that in her last response. She claimed she did not want to have our service dept touch her vehicle again and she was going to take it to a tire shop to have the tires balanced but now in her l;ast complaint she wants to bring it to us. She is also confused by the 90% of her bills have been discounted. Our statement is that we have discounted 90% of the repair orders we have written on her vehicle not that we have discounted the repair costs 90%. We will certainly be happy to sit down with her, David [redacted] and Don [redacted] as she requested in the reponse before this one. We would also like clarification to the refund amount she is seeking along with how and where she plans on having the tires balanced.Classic Chevy Sugar Land rejects that we have done anything wrong in this case but we will try to rectify the situation in a face to face meeting at a time mutually convenient to both parties.
Thank you in advance for the opportunity to respond to Ms
[redacted]'s complaint.
I would first like to set some background on our
relationship with Ms [redacted] also known as Ms [redacted] here at the dealership as
she has been known to use both names. In reviewing her records on her 2008
Saturn we have written 52 repair orders on this car of which 90% have been
discounted by Classic at her request after the work has been performed. Classic
has worked with her to save her over $5000 in the 6 years she has been our
customer on the various repairs that she has requested us to perform for her.
Ms [redacted] is well known by all of our service employees that interact with
customers face to face as she has been coming here since 2009.
-I would like to address the incident at our dealership now
that she is describing in her complaint. Ms [redacted] used extreme profanity on
the phone with our receptionist and we believe that our employees do not need
to deal with such behavior from a customer. The receptionist immediately
informed Ronnie [redacted] of the incident and also informed him she would be
arriving soon. Ms [redacted] continued to use profanity when she arrived at the
dealership in discussing the situation with Mr [redacted]. I do not believe any
employee should be subjected to such behavior in addition to the fact that
often we have children with their parents at the dealership. Such language is
not needed or acceptable in dealing with any situation.
-The car was brought in to our repair facility on 4-14-15
with 108149 miles on the odometer for a manufacturers recall to be performed by
replacing the terminals of the electrical connectors under the seat. The repair
is performed by unbolting the seat and replacing the terminals at the end
of the wire connectors. The seat is not fully removed from the car just bolts
loosened to gain access to the bottom. Ms [redacted] states that the seat cushion
was not attached and the wires were hanging with the connectors not attached.
The seat cushion was never removed from the seat frame. If the connectors were
disconnected I certainly do apologize for the inconvenience of having to return.
-Ms [redacted] claims in her statement "the ac was fine I
picked it up and the ac was hissing". The car has 108000 miles on it and
it will start to experience repairs over time as time and mileage both play a
factor in the wear and tear a vehicle undergoes. When we inspected the ac for
her we found the condenser has been damaged by some sort of road debris as the
condenser sits near the front and bottom of the car. One possible scenerio is
at some point in her ownership period a rock hit the condenser fins and caused
some damage. The damage did not manifest itself immediately but over the 108000
miles of her ownership it finally failed.
Ms [redacted] appears to be upset when she says "I did
not agree with him stating that I damaged the ac". I apologize if we gave
her the impression we thought she knowingly damaged the condenser because that
is not the case. We do not think she damaged the vehicle on purpose or even
knew it was damage but it was damaged at some time during her ownership of the
vehicle which would make her responsible for its repair.
-Ms [redacted] states that "I always pay for the repairs
there are several repairs made here paid by my extended warranty". It is
true that many repairs have been made and paid for but Classic Chevy has
participated and helped her by discounting the price paid by her on 90% of the
repairs she has had done.
-Ms [redacted] states that we did not balance her tires
correctly and if this is the case I apologize that we did not perform this task
up to her expectations. -The dealership management team including Don [redacted] would welcome the opportunity to meet with Ms [redacted] at a mutually convenient time at our dealership.
I believe Ms [redacted] is asking Classic Chevy Sugar Land to
repair her ac at no charge. Classic does not believe we are responsible for the
cost of any repairs to her 108000 mile 2008 Saturn. At this time Classic Chevy
is requesting the complaint be expunged and our record at the Revdex.com cleared.
Our advertised vehicles are sold on a first come basis and If a vehicle was just sold it could still appear on our website until it is finalized. We addressed these concerns during the negotiations. In addition, the following disclaimer is on our website: "Although every reasonable...
effort has been made to ensure the accuracy of the information contained on this site, absolute accuracy cannot be guaranteed. This site, and all information and materials appearing on it, are presented to the user "as is" without warranty of any kind, either express or implied. All vehicles are subject to prior sale. Price does not include applicable tax, title, license, processing and/or documentation fees, and destination charges."
Sent: Friday, May 15, 2015 4:59 PM To: drteam Cc: [redacted] Subject: Revdex.com Case # [redacted] - Classic Chevrolet Good afternoon: Below you will find the response crafted by Mr. [redacted], who was the Service Manager on duty at the time Ms....
[redacted] visited our dealership: We have reviewed the claim set forth by [redacted] stating that she was treated in a non-professional manner. I would like to formally dispute her claim and enlighten you to her mindset during her phone call, visit, and past history. [redacted] placed an inflammatory phone call, 05/05/2015 around 5:15pm. She verbally abused our receptionist using such offensive words such “F” this and “F” that and “F” Classic Chevrolet. The receptionist quickly removed herself from this abuse and transferred the call to me stating that she had an angry and abusive customer on the line and she couldn’t make out her concern because she was yelling. I answered the phone and was also promptly verbally abused. She stated that her air-condition had quit cooling and stated that it was “all our fault.” I apologized for her discomfort and offered to inspect her vehicle immediately. She arrived shortly after, and I greeted her on the service drive, she did not even allow for an inspection of her vehicle before she was cursing and stating that not only were we responsible for her air condition concern, but we were responsible for the rock chip on her windshield that she received on the drive to our dealer. I again offered sympathy for her frustration but informed her that we could not be liable for a rock chip to her windshield while she was driving on the highway. She again became abusive, I stated that we would not tolerate this behavior and we would not perform the free inspection if she continued being abusive. She allowed me to lift the vehicle and perform the inspection and within minutes we spotted the source of her A/C concern. Her vehicle’s A/C condenser (which is located behind her front bumper) had become cracked. I explained to her where we made the previous repair weeks prior, and pointed out the location of each component. I told her that due to the location of the steering rack located below the front axle and her A/C condenser located behind her front bumper, the two were in no way related. She must have understood and agreed that this was impossible because she stated that she wanted the repair done at cost. I informed her that we were for- profit business and could not stay in business if we performed repairs at cost. We quoted the repair using the suggested list price for the part from the vehicle manufacturer and obtained the labor cost using the industry standard repair guide. (All Data Pro). She again stated that she wanted it at cost and we should pay for her windshield. I reaffirmed that we were not responsible and that she would have to pay the quoted amount if she wanted the vehicle repaired. I did offer her a $200.00 discount to help diffuse her anger and she told me to take her vehicle off the lift and that she would never return, as she was raising her voice and acting irrationally. I informed her that we will not tolerate her abuse and that she would no longer be allowed in our establishment if she continued to act in a violent and irrational manner. In my opinion she manufactured this claim and omitted most of the pertinent details of her actions. She has a long history of abusing our employees and attempting to circumvent her repair cost. We stand behind our repairs. Unfortunately her car has now aged and is starting to show signs of excessive wear. She brought her vehicle in last month stating that another shop damaged her vehicle while doing a simple repair and had us produce an estimate that was the other shop would not accept responsibility for. As for her mention of our substandard repair for the air bag recall, she has once again misinformed you. The repair requires unbolting the intact seat (with cover and cushion in place) and simply allowing it to lean back while the connector under the seat is replaced. At no time is the cover or trim parts required to be removed. We offered to repair her well-worn seat and reposition her cover for customer satisfaction not because we performed subpar work, but because we once again wanted to completely satisfy her. On a final note she stated that her tires vibrated and I offered to rebalance the tires and allow her to see the results while we had her vehicle on the lift, and she did not allow me to perform the rebalance. Regards, [redacted] Service Manager Please let us know if we can be of further assistance. Thank you, Ulises [redacted] Controller Classic Chevrolet Sugar Land [redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted] Relax… and enjoy the difference! CONFIDENTIAL: This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic email or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you
Better Bu[redacted]ss Bureau:
This letter is to inform you that Classic Chevrolet Sugar Land, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/20/2017 and assigned ID [redacted]. To whom it may concern :I just want to let you know that my complaint ID [redacted] is now resolved. Brandon [redacted] contacted me about this issue and had agreed to compensate me. Please closed this issues as soon as possible and let Brandon [redacted] of Classic Chevrolet Sugar Land know about it.Are the issues resolved? Yes, it is now resolved. If yes, when was the issue resolved? The issue was resolved on April 3, 2017 Did you ever file your case through the court system? NoIf so please include a copy of your filing or judgment for our files.Signature: __[redacted]___________ Date: _April 6, 2017_______
Regards,
We have contacted the carrier for the extended warranty, Ally Protection Plan and have confirmed they have issued a refund via check #[redacted] to [redacted], the customer's lien-holder. We anticipate the refund from Ally Protection Plan will be reflected in the customer's account in the...
next few days. We have also contacted Ally GAP and the Road Hazard carrier. Although they have not issued the refunds yet, Classic Chevrolet will issue the refund to the customer's lien-holder account today and wait to be reimbursed by the insurance companies.We regret the delay in the processing of this cancellation, but unfortunately sometimes the process takes longer than we would like as we depend upon third parties who are ultimately the ones to issue the refunds.We appreciate the opportunity to correct this concern for the customer and further look forward to continuing to be of service. Regards,Classic Chevrolet Sugar Land
Thank you in advance for the opportunity to respond to Ms [redacted] 's complaint I would first like to set some background on our relationship with Ms [redacted] also known as Ms [redacted] here at the dealership as she has been known to use both namesIn reviewing her records on her Saturn we have written repair orders on this car of which 90% have been discounted by Classic at her request after the work has been performedClassic has worked with her to save her over $in the years she has been our customer on the various repairs that she has requested us to perform for her Ms [redacted] is well known by all of our service employees that interact with customers face to face as she has been coming here since -I would like to address the incident at our dealership now that she is describing in her complaintMs [redacted] used extreme profanity on the phone with our receptionist and we believe that our employees do not need to deal with such behavior from a customerThe receptionist immediately informed Ronnie [redacted] of the incident and also informed him she would be arriving soonMs [redacted] continued to use profanity when she arrived at the dealership in discussing the situation with Mr [redacted] I do not believe any employee should be subjected to such behavior in addition to the fact that often we have children with their parents at the dealershipSuch language is not needed or acceptable in dealing with any situation -The car was brought in to our repair facility on 4-14- with miles on the odometer for a manufacturers recall to be performed by replacing the terminals of the electrical connectors under the seatThe repair is performed by unbolting the seat and replacing the terminals at the end of the wire connectorsThe seat is not fully removed from the car just bolts loosened to gain access to the bottomMs [redacted] states that the seat cushion was not attached and the wires were hanging with the connectors not attached The seat cushion was never removed from the seat frameIf the connectors were disconnected I certainly do apologize for the inconvenience of having to return -Ms [redacted] claims in her statement "the ac was fine I picked it up and the ac was hissing"The car has miles on it and it will start to experience repairs over time as time and mileage both play a factor in the wear and tear a vehicle undergoesWhen we inspected the ac for her we found the condenser has been damaged by some sort of road debris as the condenser sits near the front and bottom of the carOne possible scenerio is at some point in her ownership period a rock hit the condenser fins and caused some damageThe damage did not manifest itself immediately but over the miles of her ownership it finally failed Ms [redacted] appears to be upset when she says "I did not agree with him stating that I damaged the ac"I apologize if we gave her the impression we thought she knowingly damaged the condenser because that is not the caseWe do not think she damaged the vehicle on purpose or even knew it was damage but it was damaged at some time during her ownership of the vehicle which would make her responsible for its repair -Ms [redacted] states that "I always pay for the repairs there are several repairs made here paid by my extended warranty"It is true that many repairs have been made and paid for but Classic Chevy has participated and helped her by discounting the price paid by her on 90% of the repairs she has had done -Ms [redacted] states that we did not balance her tires correctly and if this is the case I apologize that we did not perform this task up to her expectations-The dealership management team including Don [redacted] would welcome the opportunity to meet with Ms [redacted] at a mutually convenient time at our dealership I believe Ms [redacted] is asking Classic Chevy Sugar Land to repair her ac at no chargeClassic does not believe we are responsible for the cost of any repairs to her mile SaturnAt this time Classic Chevy is requesting the complaint be expunged and our record at the Revdex.com cleared
We are very confused by the latest customer responseWe offered to sit down with her as she requested with Don [redacted] and David [redacted] but there is no indication of that in her last responseShe claimed she did not want to have our service dept touch her vehicle again and she was going to take it to a tire shop to have the tires balanced but now in her l;ast complaint she wants to bring it to usShe is also confused by the 90% of her bills have been discountedOur statement is that we have discounted 90% of the repair orders we have written on her vehicle not that we have discounted the repair costs 90%We will certainly be happy to sit down with her, David [redacted] and Don [redacted] as she requested in the reponse before this oneWe would also like clarification to the refund amount she is seeking along with how and where she plans on having the tires balanced.Classic Chevy Sugar Land rejects that we have done anything wrong in this case but we will try to rectify the situation in a face to face meeting at a time mutually convenient to both parties
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. I am not satisifed as to how Ronnie has lied so badly about me saying I abused the recepionist and several other employees is a lie. Ronnie abused me but I can see I will get no where with this dealership because they are a big company and I am just an unhappy customer. MY seat was not worn at all you can see it it is in very good shape not worn. As for the other shop he is referring to it is has nothing to do with this claim or dealership. I would like to meet with Don the owner and David the repair shop head manager. Of course I was upset my car went in the ac was fine I picked it up and the ac was hissing I told Jerry even took the car there for him to hear it. Ronnie is sure making his self sound like he is GOD but I can tell you he was very rude and disrespectful to me which if I had been any other woman they would have called police. I asked for him to call David and he told me no not this time I already called David and told him and you will not get the car fixed at cost or anything. He never told me to leave the establishment. I did not agree with him stating that I damaged the ac and I did not agree to the cost of the repair. he told me he had a family to feed and had to charge full price. I was not acting irrationally at all at any time he sure makes a good lie up. I was not even abusing him or anyone elese at all in the shop. I did not circumvent the repair cost either as he has stated. Ronnie has not even been at this dealership for the last 6 years I HAVE BEEN GOING THERE. I always pay for the repairs there are several repairs made here paid by my extended warranty and the same issues are again needing to be fixed. The whole seat cushion was lifted off and not attached to he seat and all the connectors were disconecnted under the seat I GUESS I DID THAT TO!!!!!!!!!!!!!!!! My seat is not well worn he is something I would like someone to look at the so called well worn seat. Yes the tires vibrate but I will not allow them to touch my car again. I will go to a tire shop and have them rebalanced correctly. VERY UPSET CUSTOMER AND NOT HAPPY WITH THE LEVEL OF THE LIES AND SERVICE . Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Regards,
I feel classic is sure making me out to be an monster as too which I am notand if I had % of free /reduced repairs who authorized it they did not just give me my car and say have a nice day at there expensei HAVE NEVER HAD THESE ISSUES OR THE DEMEANING PUT DOWN ISSUE UNTIL I DEALT WITH RONNIE I feel this whole thing is blown out of perspective and made me into a monster as I am not I just want what any other customer wants is to be respected and treated as suchI did not take the seat apart I would not even know how to so please someone explain to me how it got taken apart and the connectors disconnectedMrDon and Mr.David are nice people and I have never said anything bad about themThe staff here does not have to worry I WILL NEVER IN MY LIFE COME BACK HERE, NOR WILL I EVER RECOMMEND THIS DEALERSHIP THIS DEALERSHIP TO ANY OF MY CLIENTS, IN THE INSURANCE INDUSTRYTHERE STAFF IS HAPPY THE MONSTER IS GONE AND I AM SORRY I LOST SOME GOOD FRIENDS(DAVID, JERRY, CARLOS, MIKE,MELISSA) I JUST WANT THE NEW TIRES REBALANCED AND HALF OF THE REPAIR MONEY I PAIDI WOULD ALSO LIKE COPIES OF THE 90% DISCOUNT RECORDS BECAUSE I FEEL IM A BEING TRULY SINGLED OUT AND MY NAME DRAGGED IN THE MUDi HAVE SERVED THIS COUNTRY AND I WILL NOT HAVE MY NAME SO BADLY LIED ABOUT AND DRAGGED DOWN
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Regards,I feel I was not respected and treated as a customer should beI am leaving next SATURDAY FOR A mile road trip and I need the tires rebalanced correctlyAlso I feel the dealership should reimburse me half the repair of the ac repair costI would like to meet with the owner and David ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I am not satisifed as to how Ronnie has lied so badly about me saying I abused the recepionist and several other employees is a lie. Ronnie abused me but I can see I will get no where with this dealership because they are a big company and I am just an unhappy customer. MY seat was not worn at all you can see it it is in very good shape not worn. As for the other shop he is referring to it is has nothing to do with this claim or dealership. I would like to meet with Don the owner and David the repair shop head manager. Of course I was upset my car went in the ac was fine I picked it up and the ac was hissing I told Jerry even took the car there for him to hear it. Ronnie is sure making his self sound like he is GOD but I can tell you he was very rude and disrespectful to me which if I had been any other woman they would have called police. I asked for him to call David and he told me no not this time I already called David and told him and you will not get the car fixed at cost or anything. He never told me to leave the establishment. i did not agree with him stating that I damaged the ac and I did not agree to the cost of the repair. he told me he had a family to feed and had to charge full price. I was not acting irrationally at all at any time he sure makes a good lie up. I was not even abusing him or anyone elese at all in the shop. I did not circumvent the repair cost either as he has stated. Ronnie has not even been at this dealership for the last 6 years I HAVE BEEN GOING THERE. I always pay for the repairs there are several repairs made here paid by my extended warranty and the same issues are again needing to be fixed. The whole seat cushion was lifted off and not attached to he seat and all the connectors were disconecnted under the seat I GUESS I DID THAT TO!!!!!!!!!!!!!!!! My seat is not well worn he is something I would like someone to look at the so called well worn seat. Yes the tires vibrate but I will not allow them to touch my car again. I will go to a tire shop and have them rebalanced correctly. VERY UPSET CUSTOMER AND NOT HAPPY WITH THE LEVEL OF THE LIES AND SERVICE .
Regards,
Better Bu[redacted]ss Bureau:
I have reviewed the response made by the bu[redacted]ss in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
We were instructed with appointment at 1:00 PM to be in the dealership to test drive these cars that we reserve. If you don't guarantee then instruct someone to not even entertain reservation at all.How would I know that you actually sold those cars? How would I know if you are not just misleading your customers? We reserved multiple cars not just on Friday afternoon and drove there the following morning and we where told they are sold.And guess what, Wednesday following week, all the cars we reserved are still advertise online when we told they are sold. Not just from [redacted] but also from your own site. Within 300 mile radius from Austin, TX, your dealership is the only one with that has these amazing low prizes. This is why I strongly believe that your dealership should be guilty of false advertisement.
Regards,
We are very confused by the latest customer response. We offered to sit down with her as she requested with Don [redacted] and David [redacted] but there is no indication of that in her last response. She claimed she did not want to have our service dept touch her vehicle again and she was going to take it to a tire shop to have the tires balanced but now in her l;ast complaint she wants to bring it to us. She is also confused by the 90% of her bills have been discounted. Our statement is that we have discounted 90% of the repair orders we have written on her vehicle not that we have discounted the repair costs 90%. We will certainly be happy to sit down with her, David [redacted] and Don [redacted] as she requested in the reponse before this one. We would also like clarification to the refund amount she is seeking along with how and where she plans on having the tires balanced.Classic Chevy Sugar Land rejects that we have done anything wrong in this case but we will try to rectify the situation in a face to face meeting at a time mutually convenient to both parties.
Thank you in advance for the opportunity to respond to Ms
[redacted]'s complaint.
I would first like to set some background on our
relationship with Ms [redacted] also known as Ms [redacted] here at the dealership as
she has been known to use both names. In reviewing her records on her 2008
Saturn we have written 52 repair orders on this car of which 90% have been
discounted by Classic at her request after the work has been performed. Classic
has worked with her to save her over $5000 in the 6 years she has been our
customer on the various repairs that she has requested us to perform for her.
Ms [redacted] is well known by all of our service employees that interact with
customers face to face as she has been coming here since 2009.
-I would like to address the incident at our dealership now
that she is describing in her complaint. Ms [redacted] used extreme profanity on
the phone with our receptionist and we believe that our employees do not need
to deal with such behavior from a customer. The receptionist immediately
informed Ronnie [redacted] of the incident and also informed him she would be
arriving soon. Ms [redacted] continued to use profanity when she arrived at the
dealership in discussing the situation with Mr [redacted]. I do not believe any
employee should be subjected to such behavior in addition to the fact that
often we have children with their parents at the dealership. Such language is
not needed or acceptable in dealing with any situation.
-The car was brought in to our repair facility on 4-14-15
with 108149 miles on the odometer for a manufacturers recall to be performed by
replacing the terminals of the electrical connectors under the seat. The repair
is performed by unbolting the seat and replacing the terminals at the end
of the wire connectors. The seat is not fully removed from the car just bolts
loosened to gain access to the bottom. Ms [redacted] states that the seat cushion
was not attached and the wires were hanging with the connectors not attached.
The seat cushion was never removed from the seat frame. If the connectors were
disconnected I certainly do apologize for the inconvenience of having to return.
-Ms [redacted] claims in her statement "the ac was fine I
picked it up and the ac was hissing". The car has 108000 miles on it and
it will start to experience repairs over time as time and mileage both play a
factor in the wear and tear a vehicle undergoes. When we inspected the ac for
her we found the condenser has been damaged by some sort of road debris as the
condenser sits near the front and bottom of the car. One possible scenerio is
at some point in her ownership period a rock hit the condenser fins and caused
some damage. The damage did not manifest itself immediately but over the 108000
miles of her ownership it finally failed.
Ms [redacted] appears to be upset when she says "I did
not agree with him stating that I damaged the ac". I apologize if we gave
her the impression we thought she knowingly damaged the condenser because that
is not the case. We do not think she damaged the vehicle on purpose or even
knew it was damage but it was damaged at some time during her ownership of the
vehicle which would make her responsible for its repair.
-Ms [redacted] states that "I always pay for the repairs
there are several repairs made here paid by my extended warranty". It is
true that many repairs have been made and paid for but Classic Chevy has
participated and helped her by discounting the price paid by her on 90% of the
repairs she has had done.
-Ms [redacted] states that we did not balance her tires
correctly and if this is the case I apologize that we did not perform this task
up to her expectations. -The dealership management team including Don [redacted] would welcome the opportunity to meet with Ms [redacted] at a mutually convenient time at our dealership.
I believe Ms [redacted] is asking Classic Chevy Sugar Land to
repair her ac at no charge. Classic does not believe we are responsible for the
cost of any repairs to her 108000 mile 2008 Saturn. At this time Classic Chevy
is requesting the complaint be expunged and our record at the Revdex.com cleared.
Our advertised vehicles are sold on a first come basis and If a vehicle was just sold it could still appear on our website until it is finalized. We addressed these concerns during the negotiations. In addition, the following disclaimer is on our website: "Although every reasonable...
effort has been made to ensure the accuracy of the information contained on this site, absolute accuracy cannot be guaranteed. This site, and all information and materials appearing on it, are presented to the user "as is" without warranty of any kind, either express or implied. All vehicles are subject to prior sale. Price does not include applicable tax, title, license, processing and/or documentation fees, and destination charges."
Sent: Friday, May 15, 2015 4:59 PM To: drteam Cc: [redacted] Subject: Revdex.com Case # [redacted] - Classic Chevrolet Good afternoon: Below you will find the response crafted by Mr. [redacted], who was the Service Manager on duty at the time Ms....
[redacted] visited our dealership: We have reviewed the claim set forth by [redacted] stating that she was treated in a non-professional manner. I would like to formally dispute her claim and enlighten you to her mindset during her phone call, visit, and past history. [redacted] placed an inflammatory phone call, 05/05/2015 around 5:15pm. She verbally abused our receptionist using such offensive words such “F” this and “F” that and “F” Classic Chevrolet. The receptionist quickly removed herself from this abuse and transferred the call to me stating that she had an angry and abusive customer on the line and she couldn’t make out her concern because she was yelling. I answered the phone and was also promptly verbally abused. She stated that her air-condition had quit cooling and stated that it was “all our fault.” I apologized for her discomfort and offered to inspect her vehicle immediately. She arrived shortly after, and I greeted her on the service drive, she did not even allow for an inspection of her vehicle before she was cursing and stating that not only were we responsible for her air condition concern, but we were responsible for the rock chip on her windshield that she received on the drive to our dealer. I again offered sympathy for her frustration but informed her that we could not be liable for a rock chip to her windshield while she was driving on the highway. She again became abusive, I stated that we would not tolerate this behavior and we would not perform the free inspection if she continued being abusive. She allowed me to lift the vehicle and perform the inspection and within minutes we spotted the source of her A/C concern. Her vehicle’s A/C condenser (which is located behind her front bumper) had become cracked. I explained to her where we made the previous repair weeks prior, and pointed out the location of each component. I told her that due to the location of the steering rack located below the front axle and her A/C condenser located behind her front bumper, the two were in no way related. She must have understood and agreed that this was impossible because she stated that she wanted the repair done at cost. I informed her that we were for- profit business and could not stay in business if we performed repairs at cost. We quoted the repair using the suggested list price for the part from the vehicle manufacturer and obtained the labor cost using the industry standard repair guide. (All Data Pro). She again stated that she wanted it at cost and we should pay for her windshield. I reaffirmed that we were not responsible and that she would have to pay the quoted amount if she wanted the vehicle repaired. I did offer her a $200.00 discount to help diffuse her anger and she told me to take her vehicle off the lift and that she would never return, as she was raising her voice and acting irrationally. I informed her that we will not tolerate her abuse and that she would no longer be allowed in our establishment if she continued to act in a violent and irrational manner. In my opinion she manufactured this claim and omitted most of the pertinent details of her actions. She has a long history of abusing our employees and attempting to circumvent her repair cost. We stand behind our repairs. Unfortunately her car has now aged and is starting to show signs of excessive wear. She brought her vehicle in last month stating that another shop damaged her vehicle while doing a simple repair and had us produce an estimate that was the other shop would not accept responsibility for. As for her mention of our substandard repair for the air bag recall, she has once again misinformed you. The repair requires unbolting the intact seat (with cover and cushion in place) and simply allowing it to lean back while the connector under the seat is replaced. At no time is the cover or trim parts required to be removed. We offered to repair her well-worn seat and reposition her cover for customer satisfaction not because we performed subpar work, but because we once again wanted to completely satisfy her. On a final note she stated that her tires vibrated and I offered to rebalance the tires and allow her to see the results while we had her vehicle on the lift, and she did not allow me to perform the rebalance. Regards, [redacted] Service Manager Please let us know if we can be of further assistance. Thank you, Ulises [redacted] Controller Classic Chevrolet Sugar Land [redacted] [redacted]
[redacted] [redacted]
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Better Bu[redacted]ss Bureau:
This letter is to inform you that Classic Chevrolet Sugar Land, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/20/2017 and assigned ID [redacted]. To whom it may concern :I just want to let you know that my complaint ID [redacted] is now resolved. Brandon [redacted] contacted me about this issue and had agreed to compensate me. Please closed this issues as soon as possible and let Brandon [redacted] of Classic Chevrolet Sugar Land know about it.Are the issues resolved? Yes, it is now resolved. If yes, when was the issue resolved? The issue was resolved on April 3, 2017 Did you ever file your case through the court system? NoIf so please include a copy of your filing or judgment for our files.Signature: __[redacted]___________ Date: _April 6, 2017_______
Regards,
We have contacted the carrier for the extended warranty, Ally Protection Plan and have confirmed they have issued a refund via check #[redacted] to [redacted], the customer's lien-holder. We anticipate the refund from Ally Protection Plan will be reflected in the customer's account in the...
next few days. We have also contacted Ally GAP and the Road Hazard carrier. Although they have not issued the refunds yet, Classic Chevrolet will issue the refund to the customer's lien-holder account today and wait to be reimbursed by the insurance companies.We regret the delay in the processing of this cancellation, but unfortunately sometimes the process takes longer than we would like as we depend upon third parties who are ultimately the ones to issue the refunds.We appreciate the opportunity to correct this concern for the customer and further look forward to continuing to be of service. Regards,Classic Chevrolet Sugar Land