Barker, Judy C.Ht. Therapeutic Hypnosis

Complaint: [redacted]
I am rejecting this response because: the fair and honest thing to do would be to repair the damage the dealership caused with no out of pocket expense to the customer. In such a customer driven market, it is really surprising to me that you would risk losing a customer over $55.00. I guess your statement in prior response regarding customer satisfaction is just simply not true. Also, I would also suggest your service staff have a refresher course in customer service .Your service advisor and your service manager were extremely rude to myself and my 18 year old daughter. My parents have been purchasing cars from Herrin gear for 20+ years and I purchased my car there in 2014. If this is the way you treat your customers, I definitely will not be returning for future purchases. 
Regards,
[redacted]

Herrin Gear Toyota strives for 100% satisfaction. We are sorry for any confusion or dissatisfaction that arose from the visit to Herrin Gear Toyota. All paperwork was properly filled out and signed with approval to send to the lenders that would best suit the loan applied for. There were no...

documents requesting that we send application to any particular bank. Standard procedure is to send an application to several banks to get the customer the best possible rate. Again, we at Herrin Gear Toyota strive for 100% satisfaction, but are powerless to get a lender to remove an approved inquiry.

06-18-2015 [redacted]CloptonDirectorof Dispute ResolutionTheRevdex.com of Mississippi, Inc.  Re:[redacted], case #[redacted] DearMs....

Clopton, Thankyou for your letter concerning [redacted] dated June 17, 2015. As you knowHerrin-GearChevrolet takes any and all concerns from our customers seriously.  Ihave reviewed [redacted]’s letter and have found the following items. The vehicle,a 2011 Chevrolet HHR, was brought in by [redacted] for a manufacturersrecall on June 17, 2015. At the time of service the vehicle showed 53,607miles. Therecall was performed and as the customer was entering the vehicle the serviceadvisor was informed that the interior door handle was broken. The serviceadvisor informed the driver, [redacted], and the complainant via phone,[redacted], the recall did not concern the door handle but was for theignition cylinder lock in the steering column. Any repairs would be the customer’sresponsibility. The service manager, [redacted], also spoke with [redacted] via phone and reiterated that the repairs would be at the owner’sexpense.  Inan effort to resolve the customer’s concern, the service department offered to installthe interior door handle for free, so long as the customer purchased the doorhandle. The door handle price was even reduced to $55.00 plus tax. The desirewas to minimize the customer’s out of pocket expense. Ms.Clopton we are trained by Mr. [redacted] to be advocates for the customer.  I believe that we made a valid effort toresolve an unfortunate occurrence. Please inform [redacted] that we willhonor this repair price. She needs only to notify the service manager, [redacted], to set up an appointment. Onceagain thank you for your letter and should you have further questions pleasefeel free to contact me.  Sincerely,  [redacted]GeneralManagerHerrin-GearChevrolet

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
 
Regards,
 
[redacted]
 
 %

Tell us why here... Mr. [redacted] brought his 2010 328i into Herrin-Gear BMW on 09/20/16 at 54,976 miles for an oil change.
size="3">  Mr. [redacted] drove his vehicle for 46 days and 2501 miles before returning .On 11/05/16 at 57,477 Mr. [redacted], stating he smells oil. After inspecting the vehicle, we found the Valve cover gasket leaking causing the oil smell and smoke, also found oil filter housing gasket leaking. 
The valve cover and oil filter housing gaskets are common leaks on BMW 328i; an oil change does not cause the leaks.
I will offer Mr. [redacted] a 20% discount on is repair.

We are sorry the customer feels that way we are working on the issues with his car to try and get them resolved . Sometimes no matter what type of inspection is done there are things that cannot be detected that might show up at a later date .

This was a special purchase car for the customer and not something that we stock on an everyday basis therefore we are not interested in buying the car , however if he would like to trade it on another vechicle on our lot we would happy to work with him .

Complaint: [redacted]
I am rejecting this response because:  I would just like a FULL refund for part and services that have not been provided!  I will not support a company or entrust my vehicle to a company that does not stand behind their word, which is providing quality customer service.  Not once has a party of management reached out to speak with me or apologize.  I rather pay more money for great service than to pay less for a service and receive poor service and rudeness from employees that is supported by the  company's management staff. 
Regards,
[redacted]

I am working on a resolution with the customer.  The old product is supposed to be returned to the customer unless they instruct us otherwise.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as Herrin-Gear Lexus's replacement date does not extend beyond the Manufacturer's Warranty Enhancement Notification's Primary Coverage date of 31.May.2017, which is the later date listed from either the Primary or Secondary Coverage in the Warranty Enhancement Notification, which I supplied as original evidence of my vehicle's warranty coverage. 
Regards,
[redacted]

Ms. Clopton,As stated before I believe this to be a fair resolution. Thank You,[redacted]

Vehicle was brought to our servcie department 08/28/14 with the complaint of has odor, check engine light, vsc light on and temp guage reads hot and A/C not cooling. The following is a transcript of the technicians comments.
 
During inspection of the vehicle I found the...

radiator cap to be missing and also found the vehicle to be low of coolant. I installed a new radiator cap and coolant,bleed cooling system, tested cooling fans diagnosis and reviewed freeze frame data Vehicle was reported to be at 275 degrees during the time of overheating. After test were completed vehicle exhibits low power and would need further diagnosis to determine failure.
 
At this time the technician turned the vehicle over to our Diagnostic Specialist.
 
Transcript of his findings.
 
Drove vehicle 110 miles after tech completed. Noted to servisor that vehicle lacks power. Need to change oil and get burned oil out of engine.
Service advisor spoke with customer and customer declined any further repairs diagnosis. Service advisor stated to customer that if the vehicle was going to be driven that they must be careful because the loss of power.
 
Customer took vehicle and left. No cooling system flush was performed only replaced the radiator cap and coolant

Tell us why here...   On behalf of Herrin-Gear and Mr. [redacted].  As a Dealership we always go above and beyond to satisfy any situation that occurs.  We have offered to repair the vehicle if there is a problem. unfortunately we have not been able to reproduce the issues the...

customer complains of. This vehicle went through and very thorough inspection in our shop, and spent $1970.73 making sure this vehicle was safe, and mechanically sound.  We have now offered the customer a full refund minus the miles the customer has driven since the time of purchase @ 0.60 cents per mile.  We are now awaiting the customers decision whether to keep the vehicle and Herrin-Gear repair it, or, Herrin-Gear purchase the vehicle back from the customer.

Complaint: [redacted]
I am rejecting this response because:
I should not be obligated to keep this problematic vehicle due to the dealership's poor inspection reguardless of what type of special purchase.  i dont have any more patience with this issue. its draining and stressful for the amount of money I was charged for them to get the car for me. the only way that I would be  completely satisfied is if they gave me back the majority of my money. I dont see this happening so I will seek other means.
 
Regards,
[redacted]

The customer did bring the vehicle in for service. After the vehicle was picked up we were notified that the ring was missing. At that time the customer was advised that the write up sheet that he had signed released us from liability for loss or damage to the above vehicle or articles left therin...

in case of fire, therft or other cause beyond our control. This is also stated on the invoice that was signed by the customer. The service manager did speak with the technician about this concern. The only repair done was swapping tires for a wear concern and an oil and filter change and at no time  was the console gone in to.. The service manager also spoke with the manager of the detail facility who questioned the person responsible for the wash and there was no one there in the console as well. The customer advised [redacted] that he would speak to an attorney and [redacted] stated that if he felt he needed to contact an attorney, then that was at his discretion. When Mrs. [redacted] called back and spoke with [redacted] and the service manager interjected she stated that the maintenance light was on. The service manager told her that we could send someone to her home or work and reset it. After this she stated that her husband had spoken with an attorney and was advised by the service manager that once an attorney becomes involved then we cannot help her any longer. At no time was anyone RUDE or NASTY. The facts were simply stated to the customer. We will be more than happy to send someone to reset the light but if an attorney is involved then we are not able to do this. Also due to privacy concerns of other customers we do not share video footage.

Tell us why here... 10-06-2016
Roman"> 
Linda Clopton
Director of Dispute Resolution
The Revdex.com of Mississippi, Inc.
660 Katherine Drive Suite 400
Flowood, MS 39232
 
 
Re: [redacted], case #[redacted]
 
Dear Ms. Clopton,
 
Thank you for your email concerning [redacted] dated October 6, 2016. As you know
Herrin-Gear Chevrolet takes any and all concerns from our customers seriously.
 
I have reviewed the email complaint. The part was incorrect on the first order but has now come in and the customer has established an appointment for installation on October, 7, 2016.
 
Ms. Clopton we are trained by Mr. [redacted] to be advocates for the customer.  We have ongoing training about phone etiquette and I will use this email as a training tool for the body shop staff. I apologize that Ms. [redacted] was not handled in a professional manner.
 
Once again thank you for your email and should you have further questions please feel free to contact me.
 
 
Sincerely,
 
 
[redacted]
General Manager
Herrin-Gear Chevrolet

The Customer Support Program ZLD actually launched in December of 2014. At this time the notification was to make the consumer that had paid for a replacement dash aware that a refund was available. I also stated that due to the age, volume, and breadth of the covered vehicles subject to the...

program and the complexity of part manufacturing that Lexus would be launching the the replacement portion of this program in several phases. Our ability to order any parts for the LS sieres vehicle did not come about until Mid September 2015. Lexus would only let each dealer order one dash pad per week. After reviewing the customers history we found that the customer did in fact visit the dealership in July of 2015 but it was to have a fuel pressure sensor gasket recall performed. The customer came to the dealership on June 9, 2016 to have pictures taken and the dash ordered. The dash was ordered in turn on this date along with the door panels. Checking with the parts department we still have one dash that was ordered in May that still has not arrived as of today. Mr. [redacted] dash is still on backorder with no ETA as well as the door panels. When the dash does arrive at the dealership, the customer will be called to schedule an appointment for replacement.

Ms. Clopton,I can appreciate the position that [redacted] has taken, but I believe we have offered a fair resolution.Our original position remains that we will install the interior door handle for no labor after the door handle is purchased.Thank You,[redacted]

Complaint: [redacted]
I am rejecting this response because:
 since there is no chance, in the manager's word,  i can get at least 90% of my money back, I would like to know how much they would buy this car for.
Regards,
[redacted]