James Gillilan purchased a Chevrolet Avalanche on May 22, from our [redacted] lot The vehicle had 140,miles on it, and was sold AS IS( see attached)On July 18, we were notified that he was having multiple issues with the truck and would appreciate some assistance with the repairs As a goodwill gesture, we offered to assist with the fuel pump repair he stated it needed The estimated repair cost was $630.00, so our portion would be $ We were notified the next day, that he wanted the whole repair or nothing at all After receiving this case, I reached out to him again I explained that our original offer still stands, and that it was a goodwill gesture only that was offered He understood, and said he would call me by Friday 8/4/to let me know what he decides If you have any questions, please feel free to contact me.Sincerely,Kathryn C [redacted] - Nourse [redacted] AutomallCustomer Relations ManagerPhone: ###-###-####
When we send a vehicle to auction, it stays on our system until it is sold and payment has been received At the time Mr [redacted] came in to purchase the vehicle was at the auction and was sold according to the information that was given to us Almost weeks after Mr [redacted] purchased the new Ravhe was called in error by a salesperson stating that the price had been lowered on the used Rav It was then discovered that the used Ravhad not been sold at auction We agreed to bring the vehicle back from the auction, and we did He came in and wanted to trade the Rav he had purchased days prior, even for the used Unfortunately, that was not a possibility because the original car deal had been completely processed Mr [redacted] would have to finance an additional amount, which he declined to doIf you have any further questions, please feel free to contact me
Unfortunately, from time to time we have two customers on the same vehicle at the same time Because this is such a unique vehicle , there were several customers interested in itMr [redacted] called in a deposit on 8/11/for the Mazda Speed At the same time, in another building, the car was being shown to another customer They decided they liked it, and took delivery Mr [redacted] was notified of this, and his was returned via credit card We apologize that this happenedThis type of vehicle is not something that you can find on a daily basis We have asked Mr [redacted] if there is anything else in our inventory that he would consider, and his answer was no Again , we are very sorry that this occurred, and his deposit has been returned to himIf there is anything further you need, please do not hesitate to contact me Thank you
If we would have got a return call we could have brought it to Nourse to be fixed We left numerous voicemails with Brett D*** and NEVER received a return call We should be reimbursed for the $paid to fix this problem If the manufacturer will not reimburse us do to not being able to return the part, then Nourse should reimburse us do to the poor customer service we received by not receiving a return call to rectify the situation Nourse also did not provide us with ANY paperwork to prove the work that they supposedly did A simple phone call to provide service was all that was needed At this time a simple check for the $is all that we ask for to rectify the situation We can pick this check up or it can be mailed PO Box **, *** OH ***
Regards, *** ***
Our position stays the same, we will not be able to assist this customer with a reimbursementAs stated in our prior responses, the part was covered by a manufacturer warranty and needed to be returned for a refund. Also, from the time we installed the tie rod end until the time the consumer did, over 10,miles had been put on the vehicle. I appreciate the Revdex.com 's involvement in this situation, and hope this information is enough to close this case.Sincerely yours,
Prior to the final deal, there had been multiple talks and visits trying to put a deal together for the ***s. There was never an exact payoff that was used, because they would never commit Absolutely nothing had been locked until the vehicle they had been looking at was sold. We located another vehicle for them, and because they were afraid it would be sold also, the deal was completed later that evening. We were unable to call for an exact payoff after hours, so it was estimated based on the information that we had.We do apologize that the ***s had to pay the additional amountWe always try to estimate high, so when the payoff is lower we can refund the difference to the customer. Unfortunately, this time, the buyers order reflects a lower amount. If you have any questions, or need additional information, please feel free to contact me.Tell us why here
This response is being rejected, because the information Ms*** details is not accurateI've never met/spoken to her, but did send a written letter to her detailing the situationI did not tell anyone at Nourse I went kayaking (because I don't kayak?)I specifically told the advisor, Kevin A***, that I had lost my keys at work, and wanted a new key and locks "reprogrammed" ,because obviously I didn't want anybody gaining access to my carHe reassured me MULTIPLE times on that day, AND when I came back three days later to show they had been found that the original key would not workTwo separate occasions
It is unfortunate that there seems to be a lack of honest communication between the business and customerThe service asked for was obviously not doneCustomer service lacks here, greatly, and is highly unreliable
We understand the customers need for transportation, however they must see our position as well. According to our sales department records, there was no talk of trading the vehicle until April 2015. He was told at that time, we did not a vehicle in stock that we could "trade him even for" but we would keep looking. He also stated that he had nothing else to trade in, or any money to put downAgain, this vehicle was purchased February 19, and it was sold "as is". Our inventory changes daily, and if a vehicle comes in that fits his needs, we will be more than happy to contact him
*** ***'s vehicle was titled on May 12, and mailed to her that same dayMr*** contacted us on June 3, stating that he had not received the title and had to get a second day plate. We reimbursed him the cost of the plate, and sent him a duplicate memo title in the
mail. The title had not been returned to us, the address was correct. The title number is ***, and the Attorney General's office also has this information. If you have any questions, or need any additional information, please feel free to contact me
When Mr*** purchased his Suzuki Equator from us, in May 2017, he also purchased an extended warranty. Shortly after delivery, the check engine light came on, and it was diagnosed as a mass air flow sensor It was replaced at no charge to the customer, and again several months
later. Mr*** had the truck towed to us on November 3, because it would not start. After multiple hours of diagnostic time, it was found that the computer module needed replaced. This part is not covered under his extended warranty, and the part alone is $800.00. As a goodwill, we are going to cover the labor involved with diagnosis and repair. The only cost to him would be $800.00, which he as already approved. Since the part is very hard to find, the cost difference will also be taken care of by Nourse.We understand Mr***'s frustration concerning this issue, and feel paying the labor charges and the additional fee on the part itself will helpAs of today, we are waiting on the part and will give Mr*** an update. if you need any more information, please feel free to contact me.Tell us why here
When we do a Xzilon treatment, regardless of the age of the vehicle, we do a complete detail before applying. It still holds the same warranty as if it had been done at delivery or shortly after. I spoke with MsWalburn about this, and also apologized that she has not had a response from our dealership concerning the Xzilon application appointment. We have agreed to refund the amount that she was charged for the Xzilon treatment. The purchase price was on the signed buyers order, not 800.00. She did purchase GAP Insurance for a premium of 800.00, which I assume that she just looked at the wrong amount.Since she has a lien on the vehicle, and the Xzilon was included in the financed price, the refund must go directly to the lender. This will not change her monthly payment amount, but will decrease her payoff on the vehicle. We apologize that there was such a delay in scheduling the treatment. Perhaps some of that was due to the salesperson transferring to one of our satellite stores shortly after delivery. If you need a copy of the buyers order, I would be happy to sent that to you. It will take 2-weeks for the check to be processed, and if she has any questions she is more than welcome to contact me directly.SincerelyKathryn C***Nourse Chillicothe Automall###-###-####
Please find attached a copy of the original repair order # *** stating the exact repair the customer requested be done When he came in, he stated that he had lost his key and need another oneWe cut and programmed a key, he signed the repair order, paid and left Days later he came in and stated he had found his key.On many models, especially the older ones, if you program a new key it wipes out all of the previous programming Maybe this is what Mr*** is getting confused about In any case, we did exactly what he instructed us to do, and he now has an extra key As far as the cost, it is the same either way If you have any further questions, please feel free to contact me
Mr*** had his Nissan Armada into our service department March 11, with multiple issues, one of which was the DVD player was not working He had a *** *** extended service contact Upon diagnosis, it was determined that the rear DVD screen needed replacedWhile in
the diagnosis process, the trim around the DVD screen has to be removedUnfortunately, due to the trim being brittle it started to crack while removing At that time, the technician advised that he could glue in and would not be very noticeable, or he could replace it at a cost of $in addition to the $screen. *** *** agreed to replace the DVD screen under warranty, but would not cover the trim piece that crackedEven though it had to be removed in order to properly diagnose the DVD issue, they declined to replace Mr*** was aware of this and agreed to have the tech glue it so it would not be very noticeable.I have attached all the documentation pertaining to the above repair Please note everything is completely written out and disclosed, and signed by the customer He was advised that with age and climate conditions, trim becomes brittle It is almost impossible to remove without some damage Unfortunately, his warranty company would not cover the trim.If you need further information, please feel free to contact me.Sincerely,Kathryn ChanceyNourse Chillicothe AutomallRevdex.com Case #
We would be more than happy to file the necessary paperwork with Equifax , to have the inquires from us removed from her bureau. Several years ago Ms*** co-signed for her daughter. We had her credit application in our system. When her daughter came in recently to purchase a
new Toyota, *** information was sent to several lenders in error. We apologize for this, and will take any and all steps to have these removed. I did speak with her 3/14/17, and explained what had happened. She understood completely, and I apologized to her personally for the mistake.If you need any further information, please feel free to contact me
*** *** purchased a Dodge Ram from us on 1/19/17. At that time, it had approx69,miles . On February 8th, customer stated that there was a noise coming from the bottom of the motor. Our internal service department referred him to a Dodge dealer for the concern ,
stating possible powertrain warranty. On February 13th, Mr*** contacted customer service and stated that in order to determine the noise, they would have to tear down the engine. He absolutely did not want it torn down, he wanted to return it to usAfter several conversations with management, it was understood that we would trade him out of the vehicle, and give him $ 24,for his Ram. This is the exact price he paid for the vehicle in January. The difference between 22,and 24,is sales tax, document fees and registration feeWe feel this deal is more than fair, and look forward to your assistance in this matter. If you need further information, please feel free to contact me
Mr*** came to our dealership looking at used Toyota Ravthat we had listed on our website. That particular vehicle was not on our lot, and had been sent to auctionUntil the sale is complete, the vehicle will continue to show on our website. He then took delivery of a new
Toyota Rav4, which we located at another dealership. Several weeks later, the customer stated it was still on our website, and we should take back the new one and even trade him for the used one. Unfortunately, everything was already processed on the new Toyota and an even exchange was not possible. Upon trying to come to an agreement on the vehicle, he carried a negative equity on his trade and therefore increased his payment . He refused the offer.If you have any further questions, please feel free to contact me. Thank you
When Ms*** was in the financing portion of the deal on the Ford Fusion, the terms were that a co-signer was required. She had her son co sign, and she took delivery of the vehicle. Being a co signer on a loan means that both people are co-owners. This was required by
the bank that they financed thru and all necessary paperwork was signed accordingly Since that time, they have contacted the dealership with ownership/domestic issues between them. Unfortunately, there is nothing that we can do for them. The bank required that both of them be on the contract in order to approve. Its unfortunate that this is happening, but we cannot assist in anyway
Hi I've tried to call back that number, but when I called there was a busy toneI want to apologize if she thought I had hung up, my phone was on 2% and before I could plug the charger in, it turned off
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11245438, and find the resolution is satisfactory to me
Mr*** purchased an "as is" Dodge Dakota from us on August 22, The used car inspection was completed, and several items were repaired, ie oil change,air filter, brakes, sway bar and ball joint. He returned several days later stating that the cluster did not work, the
fuel gauge in particular. At that time, we gave him a Toyota Sienna van to use while we sent the cluster to a Dodge dealer for repair. After months and months of waiting for the cluster to return from the supplier, it was installed and tested and the truck was retuned to the customer on December 31, 2015. We assisted the customer the entire months with a loaner van and also paid his truck payments. Before it was returned to him in December, we also replaced the fuel level sending unit, front axle, and repaired a tire. It was returned to us February because the cluster had stopped working again. We brought him in, gave him another loaner vehicle, and sent the cluster back to Chrysler. It was sent out and repaired again, returned and installed. He picked it up again, and that is when the Revdex.com case was opened. After speaking with him and wife, we asked that they bring it in and we would inspect the what was making the vehicle shake. We also wanted to inspect the axle issue. Since the axle had been replaced, and was still under warranty, we wanted to make sure all was still good. The truck was repaired and returned to him on March 5, 2015. He now states that the cluster is not working again. We are trying to assist him in any way possible, and have gone to a lot of expense with repairs, rental vehicles, and car payments. We have always been here for the customer, and many employees have spoken many times with Mr*** over the past months. We are still discussing this issue, but wanted to address the Revdex.com case with what has transpired up to this point. Please feel free to contact me with any questions
James Gillilan purchased a Chevrolet Avalanche on May 22, from our [redacted] lot The vehicle had 140,miles on it, and was sold AS IS( see attached)On July 18, we were notified that he was having multiple issues with the truck and would appreciate some assistance with the repairs As a goodwill gesture, we offered to assist with the fuel pump repair he stated it needed The estimated repair cost was $630.00, so our portion would be $ We were notified the next day, that he wanted the whole repair or nothing at all After receiving this case, I reached out to him again I explained that our original offer still stands, and that it was a goodwill gesture only that was offered He understood, and said he would call me by Friday 8/4/to let me know what he decides If you have any questions, please feel free to contact me.Sincerely,Kathryn C [redacted] - Nourse [redacted] AutomallCustomer Relations ManagerPhone: ###-###-####
When we send a vehicle to auction, it stays on our system until it is sold and payment has been received At the time Mr [redacted] came in to purchase the vehicle was at the auction and was sold according to the information that was given to us Almost weeks after Mr [redacted] purchased the new Ravhe was called in error by a salesperson stating that the price had been lowered on the used Rav It was then discovered that the used Ravhad not been sold at auction We agreed to bring the vehicle back from the auction, and we did He came in and wanted to trade the Rav he had purchased days prior, even for the used Unfortunately, that was not a possibility because the original car deal had been completely processed Mr [redacted] would have to finance an additional amount, which he declined to doIf you have any further questions, please feel free to contact me
Unfortunately, from time to time we have two customers on the same vehicle at the same time Because this is such a unique vehicle , there were several customers interested in itMr [redacted] called in a deposit on 8/11/for the Mazda Speed At the same time, in another building, the car was being shown to another customer They decided they liked it, and took delivery Mr [redacted] was notified of this, and his was returned via credit card We apologize that this happenedThis type of vehicle is not something that you can find on a daily basis We have asked Mr [redacted] if there is anything else in our inventory that he would consider, and his answer was no Again , we are very sorry that this occurred, and his deposit has been returned to himIf there is anything further you need, please do not hesitate to contact me Thank you
If we would have got a return call we could have brought it to Nourse to be fixed We left numerous voicemails with Brett D*** and NEVER received a return call We should be reimbursed for the $paid to fix this problem If the manufacturer will not reimburse us do to not being able to return the part, then Nourse should reimburse us do to the poor customer service we received by not receiving a return call to rectify the situation Nourse also did not provide us with ANY paperwork to prove the work that they supposedly did A simple phone call to provide service was all that was needed At this time a simple check for the $is all that we ask for to rectify the situation We can pick this check up or it can be mailed PO Box **, *** OH ***
Regards, *** ***
Our position stays the same, we will not be able to assist this customer with a reimbursementAs stated in our prior responses, the part was covered by a manufacturer warranty and needed to be returned for a refund. Also, from the time we installed the tie rod end until the time the consumer did, over 10,miles had been put on the vehicle. I appreciate the Revdex.com 's involvement in this situation, and hope this information is enough to close this case.Sincerely yours,
Prior to the final deal, there had been multiple talks and visits trying to put a deal together for the ***s. There was never an exact payoff that was used, because they would never commit Absolutely nothing had been locked until the vehicle they had been looking at was sold. We located another vehicle for them, and because they were afraid it would be sold also, the deal was completed later that evening. We were unable to call for an exact payoff after hours, so it was estimated based on the information that we had.We do apologize that the ***s had to pay the additional amountWe always try to estimate high, so when the payoff is lower we can refund the difference to the customer. Unfortunately, this time, the buyers order reflects a lower amount. If you have any questions, or need additional information, please feel free to contact me.Tell us why here
This response is being rejected, because the information Ms*** details is not accurateI've never met/spoken to her, but did send a written letter to her detailing the situationI did not tell anyone at Nourse I went kayaking (because I don't kayak?)I specifically told the advisor, Kevin A***, that I had lost my keys at work, and wanted a new key and locks "reprogrammed" ,because obviously I didn't want anybody gaining access to my carHe reassured me MULTIPLE times on that day, AND when I came back three days later to show they had been found that the original key would not workTwo separate occasions
It is unfortunate that there seems to be a lack of honest communication between the business and customerThe service asked for was obviously not doneCustomer service lacks here, greatly, and is highly unreliable
We understand the customers need for transportation, however they must see our position as well. According to our sales department records, there was no talk of trading the vehicle until April 2015. He was told at that time, we did not a vehicle in stock that we could "trade him even for" but we would keep looking. He also stated that he had nothing else to trade in, or any money to put downAgain, this vehicle was purchased February 19, and it was sold "as is". Our inventory changes daily, and if a vehicle comes in that fits his needs, we will be more than happy to contact him
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
*** ***'s vehicle was titled on May 12, and mailed to her that same dayMr*** contacted us on June 3, stating that he had not received the title and had to get a second day plate. We reimbursed him the cost of the plate, and sent him a duplicate memo title in the
mail. The title had not been returned to us, the address was correct. The title number is ***, and the Attorney General's office also has this information. If you have any questions, or need any additional information, please feel free to contact me
When Mr*** purchased his Suzuki Equator from us, in May 2017, he also purchased an extended warranty. Shortly after delivery, the check engine light came on, and it was diagnosed as a mass air flow sensor It was replaced at no charge to the customer, and again several months
later. Mr*** had the truck towed to us on November 3, because it would not start. After multiple hours of diagnostic time, it was found that the computer module needed replaced. This part is not covered under his extended warranty, and the part alone is $800.00. As a goodwill, we are going to cover the labor involved with diagnosis and repair. The only cost to him would be $800.00, which he as already approved. Since the part is very hard to find, the cost difference will also be taken care of by Nourse.We understand Mr***'s frustration concerning this issue, and feel paying the labor charges and the additional fee on the part itself will helpAs of today, we are waiting on the part and will give Mr*** an update. if you need any more information, please feel free to contact me.Tell us why here
When we do a Xzilon treatment, regardless of the age of the vehicle, we do a complete detail before applying. It still holds the same warranty as if it had been done at delivery or shortly after. I spoke with MsWalburn about this, and also apologized that she has not had a response from our dealership concerning the Xzilon application appointment. We have agreed to refund the amount that she was charged for the Xzilon treatment. The purchase price was on the signed buyers order, not 800.00. She did purchase GAP Insurance for a premium of 800.00, which I assume that she just looked at the wrong amount.Since she has a lien on the vehicle, and the Xzilon was included in the financed price, the refund must go directly to the lender. This will not change her monthly payment amount, but will decrease her payoff on the vehicle. We apologize that there was such a delay in scheduling the treatment. Perhaps some of that was due to the salesperson transferring to one of our satellite stores shortly after delivery. If you need a copy of the buyers order, I would be happy to sent that to you. It will take 2-weeks for the check to be processed, and if she has any questions she is more than welcome to contact me directly.SincerelyKathryn C***Nourse Chillicothe Automall###-###-####
Please find attached a copy of the original repair order # *** stating the exact repair the customer requested be done When he came in, he stated that he had lost his key and need another oneWe cut and programmed a key, he signed the repair order, paid and left Days later he came in and stated he had found his key.On many models, especially the older ones, if you program a new key it wipes out all of the previous programming Maybe this is what Mr*** is getting confused about In any case, we did exactly what he instructed us to do, and he now has an extra key As far as the cost, it is the same either way If you have any further questions, please feel free to contact me
Mr*** had his Nissan Armada into our service department March 11, with multiple issues, one of which was the DVD player was not working He had a *** *** extended service contact Upon diagnosis, it was determined that the rear DVD screen needed replacedWhile in
the diagnosis process, the trim around the DVD screen has to be removedUnfortunately, due to the trim being brittle it started to crack while removing At that time, the technician advised that he could glue in and would not be very noticeable, or he could replace it at a cost of $in addition to the $screen. *** *** agreed to replace the DVD screen under warranty, but would not cover the trim piece that crackedEven though it had to be removed in order to properly diagnose the DVD issue, they declined to replace Mr*** was aware of this and agreed to have the tech glue it so it would not be very noticeable.I have attached all the documentation pertaining to the above repair Please note everything is completely written out and disclosed, and signed by the customer He was advised that with age and climate conditions, trim becomes brittle It is almost impossible to remove without some damage Unfortunately, his warranty company would not cover the trim.If you need further information, please feel free to contact me.Sincerely,Kathryn ChanceyNourse Chillicothe AutomallRevdex.com Case #
We would be more than happy to file the necessary paperwork with Equifax , to have the inquires from us removed from her bureau. Several years ago Ms*** co-signed for her daughter. We had her credit application in our system. When her daughter came in recently to purchase a
new Toyota, *** information was sent to several lenders in error. We apologize for this, and will take any and all steps to have these removed. I did speak with her 3/14/17, and explained what had happened. She understood completely, and I apologized to her personally for the mistake.If you need any further information, please feel free to contact me
*** *** purchased a Dodge Ram from us on 1/19/17. At that time, it had approx69,miles . On February 8th, customer stated that there was a noise coming from the bottom of the motor. Our internal service department referred him to a Dodge dealer for the concern ,
stating possible powertrain warranty. On February 13th, Mr*** contacted customer service and stated that in order to determine the noise, they would have to tear down the engine. He absolutely did not want it torn down, he wanted to return it to usAfter several conversations with management, it was understood that we would trade him out of the vehicle, and give him $ 24,for his Ram. This is the exact price he paid for the vehicle in January. The difference between 22,and 24,is sales tax, document fees and registration feeWe feel this deal is more than fair, and look forward to your assistance in this matter. If you need further information, please feel free to contact me
Mr*** came to our dealership looking at used Toyota Ravthat we had listed on our website. That particular vehicle was not on our lot, and had been sent to auctionUntil the sale is complete, the vehicle will continue to show on our website. He then took delivery of a new
Toyota Rav4, which we located at another dealership. Several weeks later, the customer stated it was still on our website, and we should take back the new one and even trade him for the used one. Unfortunately, everything was already processed on the new Toyota and an even exchange was not possible. Upon trying to come to an agreement on the vehicle, he carried a negative equity on his trade and therefore increased his payment . He refused the offer.If you have any further questions, please feel free to contact me. Thank you
When Ms*** was in the financing portion of the deal on the Ford Fusion, the terms were that a co-signer was required. She had her son co sign, and she took delivery of the vehicle. Being a co signer on a loan means that both people are co-owners. This was required by
the bank that they financed thru and all necessary paperwork was signed accordingly Since that time, they have contacted the dealership with ownership/domestic issues between them. Unfortunately, there is nothing that we can do for them. The bank required that both of them be on the contract in order to approve. Its unfortunate that this is happening, but we cannot assist in anyway
Hi I've tried to call back that number, but when I called there was a busy toneI want to apologize if she thought I had hung up, my phone was on 2% and before I could plug the charger in, it turned off
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11245438, and find the resolution is satisfactory to me
Mr*** purchased an "as is" Dodge Dakota from us on August 22, The used car inspection was completed, and several items were repaired, ie oil change,air filter, brakes, sway bar and ball joint. He returned several days later stating that the cluster did not work, the
fuel gauge in particular. At that time, we gave him a Toyota Sienna van to use while we sent the cluster to a Dodge dealer for repair. After months and months of waiting for the cluster to return from the supplier, it was installed and tested and the truck was retuned to the customer on December 31, 2015. We assisted the customer the entire months with a loaner van and also paid his truck payments. Before it was returned to him in December, we also replaced the fuel level sending unit, front axle, and repaired a tire. It was returned to us February because the cluster had stopped working again. We brought him in, gave him another loaner vehicle, and sent the cluster back to Chrysler. It was sent out and repaired again, returned and installed. He picked it up again, and that is when the Revdex.com case was opened. After speaking with him and wife, we asked that they bring it in and we would inspect the what was making the vehicle shake. We also wanted to inspect the axle issue. Since the axle had been replaced, and was still under warranty, we wanted to make sure all was still good. The truck was repaired and returned to him on March 5, 2015. He now states that the cluster is not working again. We are trying to assist him in any way possible, and have gone to a lot of expense with repairs, rental vehicles, and car payments. We have always been here for the customer, and many employees have spoken many times with Mr*** over the past months. We are still discussing this issue, but wanted to address the Revdex.com case with what has transpired up to this point. Please feel free to contact me with any questions