Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: Rob ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@mikeanderson.com
Customer purchased part over the counter and not installed by dealer therefore only part is warranted against defect for monthsIf
dealer installs part, labor and part are covered for monthsGeneral Motor and dealer guidelines were followedCustomer acknowledges GM policy when contacting Chevrolet customer assistanceVery sorry but following policy and procedure
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Horrible customer service, will never buy from GM again, will tell everyone I know about this awful "policy"
Initial Business Response /* (1000, 15, 2017/10/25) */
Re Case # XXXXXXXX: Response from Mike Anderson Chevrolet to *** ***
In response to Mr***'s complaint, he is correct about how our dealership represented the options on the Chevrolet Camaro in referenceIn error the
Chevrolet Camaro he purchased with our dealership had a window sticker in the car as well as online disclosing that it had a 1LE trim level, at the time he first inquired about the carHowever, when Mr*** visited our dealership on 7/1/and test drove the vehicle with our sales professional, it was Mr*** that said to us that the Camaro was not in fact a 1LE CamaroWe quickly reviewed this oversight with management and agreed and disclosed that Mr*** was correct and that it was a XXXX XSS Camaro, not the 1LEIn fact, it was also discovered when we applied for financing options for Mr***, because when we booked out the vehicle the VIN number did not even give the option for the 1LE and the vehicle was properly booked out to the lender that extended financing options for this transactionAlthough we do admit there was an error with how the vehicle was first presented, we apologized and disclosed the correct options and trim level and Mr*** had full understanding moving forward with the purchase of exactly what he was buying, which was a used Chevrolet Camaro 1SSEvery document that Mr*** signed for his purchase shows that it is a Chevrolet Camaro 1SSThe sales professional that assisted Mr*** was under the impression that the Camaro was originally purchased from our store, however it was purchased out of stateWe apologize that Mr*** was under the impression the Camaro was bought and traded here at our dealership, but the fact remains that the factory warranty is the same regardless and does not affect the market value of this vehicle in any way
In reference to Mr***'s complaint about "numerous paint issues" we do our due diligence to ensure we represent the history of every used vehicle we sellIn addition to asking the customer that traded this vehicle in to us, and being told that it was never involved in any accidents or had any paint work, we run an Experian Auto CheckThis report indicates the number of owners a vehicle was titled by, services recorded, odometer checks, and any accidents that were reported on the vehicleThe Auto check completed and disclosed to Mr*** on his purchase shows exactly what we disclosed to him- no reported accidents, previously owned by one individual, and no paint workDuring negotiations with Mr*** before he committed to buying this Camaro, he did notice and asked us to repair some paint chips on the rear fenders on both the driver and passenger *** rocker panels that occur from road damageAfter further negotiations we agreed to further discount the price of the car and he indicated he was happy with that and would take care of the imperfections himselfWe were and are not under the impression that this vehicle has had any other paint work and have invited Mr*** to bring the Camaro back to our store so our body shop can evaluate the "numerous paint issues" he is referencingAgain, with the Camaro being under factory warranty these are issues that could be easily resolved
As part of standard dealership policies and procedures, every used vehicle that we present for sale on our lot goes through an extensive multipoint GM checklist and any needed repairs are addressed and any needed services are completedAlthough we are very sorry to hear that Mr*** has experienced what he has stated as "several mechanical failures", there were no needed mechanical repairs or services suggested when our certified GM technician serviced this Camaro during our internal checklistDocumentation to prove this can and will be providedAs with any new Chevrolet, this Camaro was still within its year/36,miles GM Factory Warranty and any needed repairs would and will be paid for by GM if they are in fact approved claims that fall under factory warranty parametersIn addition to that, this Camaro also has a year/60,GM Powertrain Warranty that will still protect this vehicle and provide Mr*** with peace of mind that although there have been some unfortunate needed repairs, this vehicle is still under factory warrantyIn that regard, we know as a new and used Chevrolet franchise that vehicles do unfortunately break down and Mr*** was offered full extended service protections, in which he declined to purchase
In closing, we are very sorry to hear that the Camaro that Mr*** purchased from our store has had some mechanical service needs, but happy to know he is protected with the factory warranty that remains on this vehicleAny mechanical needs when we took that vehicle in on trade would have been completed before we ever sold it to him and Mr*** signed an Buyers guide document at the time of saleThe error of the 1LE trim level was rectified before we agreed to any sale and the correct 1SS trim level is disclosed on every document Mr*** signedMike *** Chevrolet takes customer satisfaction very seriously and are happy to right any wrongs, however we are confident we have not done anything wrong on this transaction and will not be complying with any of Mr***'s desired resolutions
Respectfully,
*** ***
Mike Anderson Chevrolet
General Manager
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 17, 2017/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business would have never made a response if I hadn't went out of my way to call another location and find the ownerI then forwarded him all the Revdex.com emails and he made the manager respond to thisThis response is months late so I'm not even acknowledging it at this pointNot very professional for me to have to track people down for a responseHalf of what's said is accurate half isn'tThis will get me nowhere
Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: Rob ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@mikeanderson.com
Customer purchased part over the counter and not installed by dealer therefore only part is warranted against defect for monthsIf
dealer installs part, labor and part are covered for monthsGeneral Motor and dealer guidelines were followedCustomer acknowledges GM policy when contacting Chevrolet customer assistanceVery sorry but following policy and procedure
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Horrible customer service, will never buy from GM again, will tell everyone I know about this awful "policy"
Initial Business Response /* (1000, 15, 2017/10/25) */
Re Case # XXXXXXXX: Response from Mike Anderson Chevrolet to *** ***
In response to Mr***'s complaint, he is correct about how our dealership represented the options on the Chevrolet Camaro in referenceIn error the
Chevrolet Camaro he purchased with our dealership had a window sticker in the car as well as online disclosing that it had a 1LE trim level, at the time he first inquired about the carHowever, when Mr*** visited our dealership on 7/1/and test drove the vehicle with our sales professional, it was Mr*** that said to us that the Camaro was not in fact a 1LE CamaroWe quickly reviewed this oversight with management and agreed and disclosed that Mr*** was correct and that it was a XXXX XSS Camaro, not the 1LEIn fact, it was also discovered when we applied for financing options for Mr***, because when we booked out the vehicle the VIN number did not even give the option for the 1LE and the vehicle was properly booked out to the lender that extended financing options for this transactionAlthough we do admit there was an error with how the vehicle was first presented, we apologized and disclosed the correct options and trim level and Mr*** had full understanding moving forward with the purchase of exactly what he was buying, which was a used Chevrolet Camaro 1SSEvery document that Mr*** signed for his purchase shows that it is a Chevrolet Camaro 1SSThe sales professional that assisted Mr*** was under the impression that the Camaro was originally purchased from our store, however it was purchased out of stateWe apologize that Mr*** was under the impression the Camaro was bought and traded here at our dealership, but the fact remains that the factory warranty is the same regardless and does not affect the market value of this vehicle in any way
In reference to Mr***'s complaint about "numerous paint issues" we do our due diligence to ensure we represent the history of every used vehicle we sellIn addition to asking the customer that traded this vehicle in to us, and being told that it was never involved in any accidents or had any paint work, we run an Experian Auto CheckThis report indicates the number of owners a vehicle was titled by, services recorded, odometer checks, and any accidents that were reported on the vehicleThe Auto check completed and disclosed to Mr*** on his purchase shows exactly what we disclosed to him- no reported accidents, previously owned by one individual, and no paint workDuring negotiations with Mr*** before he committed to buying this Camaro, he did notice and asked us to repair some paint chips on the rear fenders on both the driver and passenger *** rocker panels that occur from road damageAfter further negotiations we agreed to further discount the price of the car and he indicated he was happy with that and would take care of the imperfections himselfWe were and are not under the impression that this vehicle has had any other paint work and have invited Mr*** to bring the Camaro back to our store so our body shop can evaluate the "numerous paint issues" he is referencingAgain, with the Camaro being under factory warranty these are issues that could be easily resolved
As part of standard dealership policies and procedures, every used vehicle that we present for sale on our lot goes through an extensive multipoint GM checklist and any needed repairs are addressed and any needed services are completedAlthough we are very sorry to hear that Mr*** has experienced what he has stated as "several mechanical failures", there were no needed mechanical repairs or services suggested when our certified GM technician serviced this Camaro during our internal checklistDocumentation to prove this can and will be providedAs with any new Chevrolet, this Camaro was still within its year/36,miles GM Factory Warranty and any needed repairs would and will be paid for by GM if they are in fact approved claims that fall under factory warranty parametersIn addition to that, this Camaro also has a year/60,GM Powertrain Warranty that will still protect this vehicle and provide Mr*** with peace of mind that although there have been some unfortunate needed repairs, this vehicle is still under factory warrantyIn that regard, we know as a new and used Chevrolet franchise that vehicles do unfortunately break down and Mr*** was offered full extended service protections, in which he declined to purchase
In closing, we are very sorry to hear that the Camaro that Mr*** purchased from our store has had some mechanical service needs, but happy to know he is protected with the factory warranty that remains on this vehicleAny mechanical needs when we took that vehicle in on trade would have been completed before we ever sold it to him and Mr*** signed an Buyers guide document at the time of saleThe error of the 1LE trim level was rectified before we agreed to any sale and the correct 1SS trim level is disclosed on every document Mr*** signedMike *** Chevrolet takes customer satisfaction very seriously and are happy to right any wrongs, however we are confident we have not done anything wrong on this transaction and will not be complying with any of Mr***'s desired resolutions
Respectfully,
*** ***
Mike Anderson Chevrolet
General Manager
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 17, 2017/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business would have never made a response if I hadn't went out of my way to call another location and find the ownerI then forwarded him all the Revdex.com emails and he made the manager respond to thisThis response is months late so I'm not even acknowledging it at this pointNot very professional for me to have to track people down for a responseHalf of what's said is accurate half isn'tThis will get me nowhere