Basil Chevrolet Buick Cadillac Inc

Here is a timeline to the events that occurred of the vehicle purchase history with correct datesPhone records can be obtain to verify the phone calls that were placed and received between dealershipsOn Tuesday, May 12th 2015, I arrived at the Basil Chevrolet Buick Cadillac Dealership for an 11am appointment that was set up through Internet Manager Justin Gwith a sales representativeI had showed an interest on a *** *** ** AWDIt was the best price for the vehicle in the areaI was introduced to Salesman Ryan Kto assist in picking out a vehicleI test dove the*** and after driving the *** it was determined that the car did not have all the options I was looking forRyan showed me the *** ***, that I test-drove,and it had more than the options I had initially wantedI was hesitant to purchase the vehicle right away due to reviews on the car and the multiple transmission issues.The sales personnel present at the time said it would have no issues and if it did they could fix itI said I was looking for a dependable car not one that is going to be in the shop all the timeThey proceeded to tell me that no one looks at reviews and that the car is a great car and won't have any issuesEventually, I signed paperwork for the vehicle after being convinced the car would not have any issues and would be what I wantWednesday, May 13th, while driving home from work I noticed the car was not feeling right, it was shaking when making turns and even when accelerating or deceleratingThere was a sensation that felt like the wheels in the front end was going to fall offI told my boyfriend of the issue in which he drove the car and felt the movement tooApproximately 745pm, I pulled into a driveway with my son and the whole front end shook and made a loud noise in which the service transmission light, engine light, and traction control lights came onThe engine light stayed on until the following dayThursday, May 14th, at approximately am, I received a call from Ryan trying to set up the Rust protection for the vehicle in which I stated the aforementioned issue and that I would be in about 1130am and I did not want the vehicle any moreHe said he would talk with the Sales Manager Gary Tand he would call me backI never received a call back and I arrived at the dealer at 1130am in which Ryan was with a customer and Gary was busyJim A., another Salesman was there in which he told me to come back in an hour there was no one available to look at the issue on
the carI then went to *** myself and got the engine error code and
proceeded to the *** dealership down the road to
discuss the code and wobbling sensation(They told me the code could have been a software update for the car and the
wobbling sensation was due to the car being an AWD
vehicle .) 1230pm I arrive back at Basil to talk to Ryan and in which he stated I could trade in the car and I could not get a full refundI proceeded to say I was interested in the *** ** * as well, maybe I can try that vehicle outThe vehicle was out and would not be back until later He stated he would talk with Gary and give me a call in about a couple hours when the car would be back to test driveI also told Ryan that I was interested in a *** *** ** AWD that was at *** *** in ***, NY that had only 8,miles in which he said they could not get cars from other dealersI received no call from Ryan or
Gary that dayCar was not looked at eitherFriday, May 15th, at approximately am I call Ryan and told him I still do not want the car and he stated he was getting ready to call me that they got the *** back late and so maybe I can try the car outHe proceeded to inform me I could not get a full refund back on the car because I owned itI also stated I would take back the car I traded in to get ride of the vehicle they sold meI told Ryan I would get an attorney to ensure I receive a full refund as well as go through the Revdex.com if neededI asked to speak to Marge the Executive Manager of Basil Chevrolet who was not in at that time1130am I called Marge and left a message stating the issue220pm I receive a call from Marge and spoke with her about getting a full refund and my dissatisfaction with the vehicle and the saleSaturday at 4pm was the time I sent up to meet with them to discuss the car I was actually interested in, as well to drop the car off to receive a loaner vehicleMarge told me she would be in contact with Gary when I came in on Saturday and we could discuss this matter furtherI stated to Marge I will take this further if I have too to ensure I get the full refundShe said I am freaking out about this issue and that they could fix itI also asked Marge for proof that the vehicle had been inspected thoroughly before being placed for sale and before given to meShe proceeded to tell me that they don't write that down and that Gary would have proof of inspection when I came inSaturday, May 16th, at approximately 415pm Gary and Ryan arriveGary stated that Marge told him I was interested in a *** *** and that they could trade in my carI proceeded to express my frustration in the situation and that I would like a full refundI have no faith that they could fix my vehicle after I had already put faith into them selling me a car that they said would not break down soon after I drove it off the lotI received a rental off their used car lot and they said they will service the car and that they will make sure it will work againI said if it's not fixed I still want a full refund and will ensure I get it whether it is filing a complaint with a consumer agency and if I have to get an attorneyThis is not just
a car this is a $30,investmentFor the safety of my family I am not going to invest my hard earned money into a car that I was told would not have issuesI also informed Gary that at about mph the car seems to shakeGary also offered at this time free *** mats that I was
looking at purchasing for the vehicleI declined this offer due to what good are the mats if the vehicle does not run properlyAs well as if the matter did get taken to the level it is at now, the dealership would throw that in their line of defense that I accepted the Mats in
reimbursement for the troubles I have been havingI received a *** *** for a rental and at approximately
430pm drove off the lotAt no time was I ever
made aware or offered of the dealership pulling the paperwork from the local DMV office allowing me to back out of the deal
If that were the case then I would have done itTuesday, May 19th, I received a call from Salesman Ryan that the vehicle had been fixed and was ready for pickupI later called and stated I could be there in minutes to pick the vehicle up in which he stated to keep the rental car another night so they could install the Rust Protection on the vehicle and it would be available the following eveningThe vehicle software updates were completed by *** *** *** *** *** dealer
located on *** Stin
***, NYI received the documentation on the updates This was the
dealership that had talked with about the engine code the shaking feeling I was experiencing with the vehicleWednesday, May 20th, I picked up
the vehicleThursday, May 21st, I turned off the Hill Assist on the vehicle to see if that would help in the wobbling sensation due to that issue not being resolvedTuesday, May 26th, vehicle was taken by salesperson Ryan and received a rental car to fix the wobbling sensationI stated
once the issue is fixed then I would be a happy customerI had actually had the windows tinted this date instead of the 19th of the May.Thursday, May 28th, a call was received from Salesperson Ryan stating that
himself and Manager Gary could not replicate the sensation nor could the service departmentI arrived at approximately 4pm to ride around with a service technician to try and replicate the issue, in which it did not happenOn the way home
the shake occurred twiceFriday, May 29th, I took the vehicle to *** *** *** *** *** in *** ***, NY to ask if any other *** *** owners have come in with similar issuesThe technicians were able to find a STAR case on the issue and said they could get the car in next week to try out/ fix the issueThe technician also informed me that *** has yet to figure out the spontaneous acceleration that occurs with the vehicleI have not experienced this issueI also called the Basil service department to see if they could at least provide documentation to me of the issues I have complained about.They stated they did not have an R/or documentation on the issue because they did not actually work on the vehicleHowever, they said they would let my salesperson know and they could write something upSunday, May 31st, I filed a complaint with the Revdex.com in which it was sent to the dealership on June 1stCompliant Id ***Wednesday, June 3rd, I dropped the vehicle off at *** *** to fix the vehicle in which I received a call later in the day that they needed to order some parts for the repairThey said it would all be covered under warranty and will call when the parts
come inThursday, June 4th, I received a call from Salesperson Ryan asking how the vehicle was and told him the update on how I have taken the car to another dealer to fix the wobbling sensationHe stated well we should have been able to see that through the ***(If that was the case then they should have fixed the issue within the first two times I had already had it in to them.) However, his main concern was wanting to know if I was coming to the customer appreciation dinner the following weekI declinedI also stated that I had called the service department looking for documentation stating that I have complained twice on the wobbling sensation and if the sales department had contacted himHe stated no he hasn't heard from them but he would write something up with Sales manager Gary and send myself a letterMonday, June 8th, I filed a complaint on ***.com about the dealership and experienceSaturday, June 13th, I received a
response to the online reviewSee belowMonday, June 15th, I received a response from Marge from the Revdex.com complaintThursday, June 25th, I have yet to receive a letter from the dealership stating the two complaints on the wobbling sensation of the vehicleNor have I heard from the Basil dealership sales department in response to receiving the Revdex.com complaintThe car still vibrates sporadically when turning left and right during acceleration at approximately mphThe vehicle is currently at *** *** *** having a seal placed on the axles to prevent differential fluid from leakingThe following is the online review that I waited weeks to write after receiving the initial email on May 15th of my vehicle purchaseI was hoping that the issue could have been resolved prior to writing this reviewThis was not social bashing as perceived to be but a consumer review on my bad experience with the dealershipout of starsHorrible used car buying experienceBy *** * from
***, NY June
8, Bought a used *** *** and the following day I did not want the vehicle
due to the engine light and transmission light popping onThey told me I was not able to get another vehicle unless I trade my vehicle in which then I would lose out money so no thanksThey
convinced me to purchase the vehicle when I initially went to look at a *** ***They also said they would fix my vehicle
which they were not able to "replicate" the
issue and I now have another dealership fixing the carI have also talked with the Executive Manager who said I freaking out about the issueI did not want to purchase the vehicle to
begin with due to reviews on the vehicle with numerous transmission issues in which the salespeople said no one reads reviews and the only people who write those are the unhappy customersThey also told me they are unable to do dealer to dealer trades for vehicles which is also not truePretty sure a point vehicle inspection was never done on the vehicle seeing a recall/software update was needed after purchasing the vehicleIt was also on the *** prior to saleBeware when buying a used vehicle here! Granted a rental was received while they tried to fix the car but for the last month it's been stressful trying to ensure I have a reliable car that's not going to break down soon after purchasingWill not be returning to purchase a vehicle at this dealer nor will I refer anyone to buy a a used vehicleBasil Chevrolet Buick Cadillac responded to this review: ***, We are sorry to hear about your experience and thank you for
expressing your concernUnfortunately with the *** being a non ** vehicle, some things are just out of our control when it is not just a simple fix It was certainly not our intention to mislead you in any way and hope to
make this right for youWe will do all we can to helpI have been nothing but professional with this issue in dealing with the Sales department and Executive ManagementI could have handled each incident in a more aggressive matter if I felt that was going to get me anywhereIn response to their mere defense that I wanted to keep the vehicle due to myself tinting the windows is avoiding the fact that the
vehicle they sold to me has major mechanical defectsTinting of the windows is something I have personally done to all my vehicles and are done for medical reasonsAs well as stating that I have not expressed my dissatisfaction with them is completely falseI would have preferred a vehicle that was dependable with bells and whistlesWhat good are the bells and whistles if the car is constantly in the shop with issues not allowing myself to enjoy them? I also wanted to install a DVD player to my vehicle which I have not done due to the vehicle still having mechanical issuesWhen a consumer makes a car purchase their intentions usually are to keep the vehicle but not after they have been sold under pretense that the vehicle is reliableI still want out of the Extended Warranty as well as out of the Complete Package and Complete CareIf these vehicles were flying off the lots in the *** area I see there will be no problem reselling this vehicle to someone else who would be happy with the vehicleThe dealerships first priority should have been to try and service the complaints on the vehicle whether it was a ** vehicle or not, they still sold the non-** vehicleInstead they have been stalling the issue and avoiding conversations with me once they knew I was a dissatisfied customerAs a previous customer to a Basil dealership I had expected nothing less than the best buying experienceI understand that the car was used but to only have 14,miles on it and already having mechanical issues is not something that makes sense to meThis concern was the main reason I did not want to buy this vehicle and for the issue to occur after only miles is a little ironicThis goes to show that the reviews on the vehicle are not all and that they do provide valuable information on the vehicle.I would not be such a disappointed consumer if the Basil Dealership had done a thorough examination of the vehicle while on their lotAfter my experience with this Basil dealership I feel they are not committed to customer service satisfaction due to the way my personal situation has been handled about my complaints and requests to look for another vehicle that I would be satisfied havingIf nothing else comes about this matter than I will also go to the State Attorney General *** and/or find an attorney to assist in the matterSincerely, *** ***

On May 12, 2015 [redacted] purchased her [redacted]. As stated she read review,on it and wanted to change her buying decision. She called the sales rep and he told her to come in and speak with Gary but also as stated asked her not to worry about the reviews. She called me (Marge C.) on the 15th and expressed...

her concerns about the reviews and also that there was a service light on. I did say I understand her concern, but don't freak out ( Meaning don't panic) the light could just be they forgot to reset the reminder after an oil change or something like that and could be a simple reset fix. It was in fact a reminder for software updates, nothing harmful to the vehicle. I pulled the paperwork from the local DMV office with every intent of allowing her to back out if she truly wasn't happy, no one told her it would be a trade only option. We sent it to the local [redacted] dealer to see what the lights were on for and the vehicle simply needed five software updates. The following week I followed up with the sales rep and he said she was happy with it and all was well. Then the next week, on May 19th the salesman (Ryan) stopped in [redacted] to pick up her [redacted] to bring it in for this "shuddering/wobbling sensation" that she felt. Multiple people drove it and could not duplicate the problem so when she came in to pick it up she was asked to drive it with them and again it could not be duplicated. I would like to add that at this point if she was so unhappy with the [redacted] she didn't seem it, she was fine with Ryan when he followed up with her. She had even had tinted windows added to the vehicle before we picked it up on the 19th. We followed up again on Saturday June 5th with her, inviting her to our new owner's appreciation dinner on the 9th and at that time she was laughing with Ryan and said that it had not done it since but that she took it to another dealer who said there was a bulletin out that could explain that issue and she was going to follow up with him. (We cannot pull open recalls on [redacted]s we are a ** dealer and can only pull them on **'s.)We were under the impression she was happy with her vehicle now, she tinted the windows, we spoke with her after the last service visit as stated above and we then processed the title work. We had no reason to believe she was still concerned about her vehicle and are actually quite shocked at this complaint along with the social media bashing she has done to make us look bad. We go out of our way to make sure our customers are happy with their vehicles. We don't want them to have issues and when one arises we always step up and help rectify it. We value her business and even more value our reputation, I might add that on a personal note also. I never told her she was freaking out in a manner that intended to make her feel or look bad, I was personal and apologetic - told her we'd get to the bottom of it right away and said I wanted her to be happy with her decision above anything she reads on reviews. Even shared my daughter has and loves her [redacted]. When I said don't freak out it was after hearing her panic about the reviews. I could tell she was deeply concerned because she just read those reviews and now the service light was on and knew it was probably just a simple reminder light. It was never spoken in a derogatory way or meant that way as she has stated on social media to make me seem rude or uncaring. This car is neither unreliable nor unsafe. It was a very good purchase and she knew it or wouldn't have tinted the windows. We will not issue a full refund on this vehicle, and if she wants to cancel the extended warranty that is her choice, I would suggest with all the bells and whistles that made this her choice instead of the [redacted] she keeps the warranty as long as she keeps the [redacted]. Kind regards,  Marge C. Executive Manager

In reference to the above claim, because we did not hear about this damage on his truck until five daysafter it left our store we felt this could very well be a customer trying to scam us. He was not ourcustomer at purchase of truck, so we knew little of him.It is always our objective to maintain...

happy customers. We did not admit to doing the damage but inspeaking with Mr. [redacted], we felt his account of the days afterward that it 'may have' happened here soin good faith and for good customer satisfaction we were going to get the work done at our cost in hopeof keeping a satisfied service customer. We ordered a new bumper that we now have to return to thefactory with a 20% restock fee because when it came in and we called him to set up the repair he cameback at us with a quote from a body shop of his choosing and said he just wanted the money, not therepair. At that point we felt that he was not being completely honest and decided we need to put thisthrough the insurance companies and create a claim and go the legal route.When I spoke to [redacted] just this Friday, we went over the events again and I felt he was sincere in hisrecount of why he felt strongly it was done here. Even though we could not see any damage on ourvideo cameras when pulling it in the service bay, going to the wash bay and returning to the front of thebuilding for delivery, even knowing the technician who did the work was of reputable integrity Iagreedto reimburse Mr. [redacted] for the amount he felt was fair ($1200).Had Mr. [redacted] reported this immediately, and had he not changed his mind from allowing us to fix atour cost to just wanting the money in hand at his quote of repair elsewhere, this would not have gonethis far. We always choose to go the high road in maintaining happy customers. Sometimes we have tobe cautious and alert that we are not being taken advantage of and the above circumstances createdthat caution - I do feel Mr. [redacted] was being honest after speaking with him and hope to do business inthe future. Sad to see this claim, but understand it was done before Friday's outcome.Kind regards,Marge C, General Manager

In response to the above case - Please refer to prior response (Attached) for our comments on the complaint in general. We could not duplicate her concern, she could not duplicate her concern when a technician drove it with her, [redacted] could not duplicate her concern and [redacted] could not duplicate her concern of wobbling and vibrating. When I spoke to [redacted] the service advisor said the STAR case that a technician may have told her was open on that vehicle was in fact on another vehicle. There were none he could find on that exact vehicle. There are no open recalls showing on the [redacted] report at any time so we did not see them to correct them (Again, we would have to do that at a [redacted] franchise store not here, which we would gladly have taken care of for her.) In trying to keep this short I will just say in addition to my original comments, from the date she called to speak to me about her concerns on May 15th I have not once heard from her saying nothing was rectified to her satisfaction and she wanted to return the vehicle. She allowed the additional items she purchased to be added to the vehicle and tinted the windows (even if for 'medical reasons' you're not going to spend money to do something on a car you have every intention of not keeping). She has had one repair to the [redacted] since she purchased it which was covered under warranty and one concern which three dealerships, along with her could not duplicate. When she had it here for the concern we gave her a loaner to use. She has had the vehicle now for over two months and waited a month to file her original complaint, never once reaching out to me again after the 15th of May. Thank you for your time and attention, Marge C., Executive Manager

RE[redacted] ID [redacted] Vehicle came in on October 20, 2015 from Comerfords Collision for an alignment after they did body repairs to [redacted] vehicle. We could not perform alignment due to vehicle needing ball joints, drag link and steering box so we contacted Comerford at that time for...

them to get insurance company approval for us to proceed. Repairs were approved and aftermarket parts were supplied by Comerfords Collision. We installed parts supplied by them. On October 30'" vehicle came back with no power steering or brakes. At that point we determined power steering pump was bad and a steering knuckle was bent. We contacted Comerford again for an approval on. this repair and repairs were approved. We installed supplied aftermarket power steering pump and knuckle. On February 29'" vehicle came back with no power steering. We determined that the supplied aftermarket steering pump supplied by Comerford was defective. Replaced with another supplied aftermarket pump. (These parts were not factory parts and we are assuming the insurance company only approves aftermarket parts. It is no fault of ours the supplied parts were defective.) On Apri/19'", the customer contacted us saying vehicle overheated and the belts carne off. He had the vehicle towed here, we inspected vehicle for improper installations of components. Confirmed not caused by tech negligence. Sent to our Ford store to confirm our findings and they also determined the same. It was not an installation error. In calls to the advisor he stated that he was on the way to his brother's place of employment [redacted]) when it over heated so he 'coasted' in there. In another conversation with one of us he said he had it towed in there. In a conversation with the body shop (Comerfords) we were told by the owner there that he said he was towing a boat down route 60 and it overheated at route 60 and Vineyard Drive. Forty-eight days have passed since his vehicle left here on March 2"d but he didn't get it looked at. He said because he worked a lot and was gone. He never called, never came back and never gave us any idea it was chirping or squeaking th;at entire time, but said it was when he left here. His stories are different throughout his attempts for us to pay this. He is trying to get his OS Ford F350
with over 91,000 miles on it covered by someone other than himself. His negligence in towing a boat
and driving it while overheating and not immediately shutting it off when lights came on is probable
cause for what happened to his truck. If he felt that we did the repairs poorly when he left here in
March, he should have called immediately to tell us. Instead he tries to blame us 48 days later for his
current situation with different stories as to when and where it broke down, how he got it to a Muffler
store for repairs instead of a Ford store or back here, and what happened and how he handled it at the
time it broke down. He is clearly trying to get us to pay for it when the break down had nothing to do
with our repairs 48 days prior.

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,