This is the response that I sent to MrS [redacted] this past week: ***, I appreciate that you are looking for a refundAfter our initial repairs the car left here working properly She would not have had heat if the heater core was clogged at that time There is a possibility that there could be some other contaminants or debris within the cooling system that could clog the heater core but those were not present on our inspection When the vehicle came back in again with no heat, we ran a test and discovered an airlock in the cooling system that was caused by combustion gas getting into the coolant We verified this with the test kit You mentioned that if there was a leak, coolant should be able to get into the cylinder This is probably a very small leak so coolant would have a very hard time getting into the cylinder having lbsof coolant pressure vs lbsof combustion gases being forced into the coolant At this point we believe there is currently some type of head gasket/warp head leak with this vehicleThe repair done was a proper repair for the condition it came in with Barry A [redacted] Axelrod Buick GMC [redacted] ** [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Unfortunately this was a rare and unforeseen case. As a result of removing the powertrain and engine from the vehicle, the vehicle was suspended in the air for an extended period of time. The shocks were expanded. Once the powertrain and engine were reinstalled, the struts did...
not return to their necessary position. The struts appeared to be original parts with over 70,000 miles and 8 years of wear on them. In this situation, they seized up. Upon test driving the vehicle, our technician noticed the problem and recommended new struts for the vehicle. Our service advisor informed the customer of this situation. Upon driving away, the customer noticed the obvious difference in ride and was uncomfortable with her vehicle. Under no circumstance was the vehicle abused or mishandled in any way.Once made aware of the situation, our service advisor immediately reached out and contacted the customer to work on a resolution.
[redacted] arrived to our dealership on Saturday, 6/3. She came in on a Buick Encore Preferred II, which has an MSRP of roughly $29,500. Based on her credit score, the deal went to our prime finance department at first as a lease, which was rejected. The deal was then sent to 6...
prime lenders as a purchase, as is common practice to earn the customer a competitive rate. In this case, the purchase was also rejected by all lenders. As a last attempt, we sent the deal to Credit Acceptance, which is our "guaranteed approval" lender. Due to the negative equity in her trade, the lender required us to sell the price below what was possible for us and required over $6000 due from the customer. At this point, with the customer's knowledge, we switched to the cheaper Buick Encore Preferred package with an MSRP closer to $25,500. With this cheaper vehicle, still with the customer's knowledge, our finance manager sent the loan to 7 other lenders. There was one duplicate bank, as the vehicle was substantially cheaper and gave us a possibility of an approval. The one approval that we received, from [redacted], unfortunately recycled the invoice cost of the more expensive vehicle. Once adjusted, the approval was no longer an approval due to the loan terms. [redacted] agreed with our finance manager that we would continue to work on getting her an approval Monday. At this point, she went home and we transferred the deal to our Secondary Finance office. Our secondary finance manager came in on Sunday, 6/4 to continue working the deal on [redacted]'s behalf. He sent it to his contacts, 8 lenders. At this point, there was a second run by Ally, again due to the lower priced vehicle and new deal structure. From these lenders, we received one feasible approval from [redacted]. This approval came back to us the morning of Monday, 6/5. On Monday, 6/5, her salesman informed her that we had a good approval for her. She wanted payment information and was transferred to our secondary finance department. She explained that she could not come in until Saturday and at that point requested that we no longer run her credit. Sunday, 6/4, was the last day we worked on her deal. On Tuesday, 6/6, [redacted] emailed our business development team expressing displeasure with her experience. Our sales manager called immediately to remedy the situation. [redacted] noted in that phone-call that she was feeling better and thanked our sales manager for the phone call. Our sales manager made arrangements with [redacted] to take an overnight test drive of the Buick Encore on Friday, 6/9. [redacted] stated that we gave her the most for her trade out of any dealer and insisted that she wanted an Encore. Jamie explained that we were working on options for her. [redacted] did not show up. On Saturday, 6/10, [redacted] called our prime finance manager. He explained that we have a good approval for her and how we arrived to it. Customer was not happy with the amount of banks that we worked with in our effort to get an approval for her, in which we were successful on our last attempt. The customer then left a 1-star [redacted] review and began a Revdex.com complaint. [redacted] states that our work over two days dropped her score 97 points. Regardless of our attempts to get her into a vehicle, she is receiving a daily ding to her credit score due to adverse information on her credit report that has nothing to do with an auto loan. Despite the adverse information on her report and $4850 of negative equity on her 3-month old trade-in, by following our process, we were able to get her a feasible approval on a vehicle she wanted. All in all, the customer was very aware of our efforts to get her an approval and we stopped as soon as we had a valid one. Her request to stop took place after we had stopped working on it.
[*This consumer response was received by Revdex.com via email.]
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. *The service manager, Ryan has worked diligently with me to resolve this issue, he has been very helpful and pleasant. This apparently was a freak occurrence that happens rarely and not the fault of the service department.
Regards,
Lisa Gearo
This is the response that I sent to Mr. S[redacted] this past week: [redacted], I appreciate that you are looking for a refund. After our initial repairs the car left here working properly. She would not have had heat if the heater core was...
clogged at that time. There is a possibility that there could be some other contaminants or debris within the cooling system that could clog the heater core but those were not present on our inspection. When the vehicle came back in again with no heat, we ran a test and discovered an airlock in the cooling system that was caused by combustion gas getting into the coolant. We verified this with the test kit. You mentioned that if there was a leak, coolant should be able to get into the cylinder. This is probably a very small leak so coolant would have a very hard time getting into the cylinder having 16 lbs. of coolant pressure vs 300 lbs. of combustion gases being forced into the coolant. At this point we believe there is currently some type of head gasket/warp head leak with this vehicle. The repair done was a proper repair for the condition it came in with. Barry A[redacted]Axelrod Buick GMC[redacted]
We
appreciate that Mr. [redacted] has opened a dialogue with us in regards to his
experience here at Axelrod Buick GMC.
Our
records show that we did perform a Used Vehicle Inspection on the vehicle he
purchased prior to it being offered for...
sale.
At the time we replaced the front brake pads and rotors, the air filter,
and passenger side mirror. Additionally,
we repaired the driver door window control switch, and the blower resistor. The total costs of these repairs approached
$550. While there was visible rust on
the vehicle, as one would expect from a 14 year old vehicle driven primarily in
Northeast Ohio, the frame was intact.
There was nothing to indicate a subframe issue.
Despite
the six month span since the vehicle was sold with an “as-is” designation and
the accumulation of an additional 7,000 post-sale miles, we did offer a 10%
goodwill assistance credit to the anticipated repairs.
In
an effort to promote good customer relations we are willing to extend that to
25% of the $1300 retail cost of repairs.
This
means our participation in the repair costs would go from $130 to $325.
We
hope that this gesture allows our customer to continue his ownership vehicle
with the vehicle he chose.
In
order to take advantage of this offer, the customer should contact Used Car
Manager [redacted] at [redacted] Ext. [redacted].
Thank
you for your assistance in arbitrating this issue.[redacted]Preowned Sales ManagerAxelrod Buick GMC
In response to invoice sent to us from Florida dealership: We flushed the heater core on 1/30/2017 at 90,179 miles. After our flushing of the heater core, the heater was blowing warm which means the core was flowing freely. The customer took their vehicle into a Florida dealership 2/23/2017 at 92,369 miles, with a low heat concern. Per this dealership’s diagnosis, they found contaminants in the cooling system. These contaminants are freely flowing around in the entire cooling system, which means that they could have easily clogged up the heater core again over the 2,190 miles he drove the truck since we flushed the heater core. These contaminants are also most likely the cause of the sticking thermostat they found. This customer is the fourth owner of this vehicle, so it will be hard to determine how the contaminants got into the cooling system in the first place. The most common contaminant is a product added to the coolant to stop coolant leaks. It is not uncommon to have sediment/contaminants in a cooling system on a 14 year old vehicle like this one. Sometimes this sediment gets disturbed and/or stirred up and begins flowing through the cooling system causing clogs and poor performance.
This is the response that I sent to MrS [redacted] this past week: ***, I appreciate that you are looking for a refundAfter our initial repairs the car left here working properly She would not have had heat if the heater core was clogged at that time There is a possibility that there could be some other contaminants or debris within the cooling system that could clog the heater core but those were not present on our inspection When the vehicle came back in again with no heat, we ran a test and discovered an airlock in the cooling system that was caused by combustion gas getting into the coolant We verified this with the test kit You mentioned that if there was a leak, coolant should be able to get into the cylinder This is probably a very small leak so coolant would have a very hard time getting into the cylinder having lbsof coolant pressure vs lbsof combustion gases being forced into the coolant At this point we believe there is currently some type of head gasket/warp head leak with this vehicleThe repair done was a proper repair for the condition it came in with Barry A [redacted] Axelrod Buick GMC [redacted] ** [redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Unfortunately this was a rare and unforeseen case. As a result of removing the powertrain and engine from the vehicle, the vehicle was suspended in the air for an extended period of time. The shocks were expanded. Once the powertrain and engine were reinstalled, the struts did...
not return to their necessary position. The struts appeared to be original parts with over 70,000 miles and 8 years of wear on them. In this situation, they seized up. Upon test driving the vehicle, our technician noticed the problem and recommended new struts for the vehicle. Our service advisor informed the customer of this situation. Upon driving away, the customer noticed the obvious difference in ride and was uncomfortable with her vehicle. Under no circumstance was the vehicle abused or mishandled in any way.Once made aware of the situation, our service advisor immediately reached out and contacted the customer to work on a resolution.
[redacted] arrived to our dealership on Saturday, 6/3. She came in on a Buick Encore Preferred II, which has an MSRP of roughly $29,500. Based on her credit score, the deal went to our prime finance department at first as a lease, which was rejected. The deal was then sent to 6...
prime lenders as a purchase, as is common practice to earn the customer a competitive rate. In this case, the purchase was also rejected by all lenders. As a last attempt, we sent the deal to Credit Acceptance, which is our "guaranteed approval" lender. Due to the negative equity in her trade, the lender required us to sell the price below what was possible for us and required over $6000 due from the customer. At this point, with the customer's knowledge, we switched to the cheaper Buick Encore Preferred package with an MSRP closer to $25,500. With this cheaper vehicle, still with the customer's knowledge, our finance manager sent the loan to 7 other lenders. There was one duplicate bank, as the vehicle was substantially cheaper and gave us a possibility of an approval. The one approval that we received, from [redacted], unfortunately recycled the invoice cost of the more expensive vehicle. Once adjusted, the approval was no longer an approval due to the loan terms. [redacted] agreed with our finance manager that we would continue to work on getting her an approval Monday. At this point, she went home and we transferred the deal to our Secondary Finance office. Our secondary finance manager came in on Sunday, 6/4 to continue working the deal on [redacted]'s behalf. He sent it to his contacts, 8 lenders. At this point, there was a second run by Ally, again due to the lower priced vehicle and new deal structure. From these lenders, we received one feasible approval from [redacted]. This approval came back to us the morning of Monday, 6/5. On Monday, 6/5, her salesman informed her that we had a good approval for her. She wanted payment information and was transferred to our secondary finance department. She explained that she could not come in until Saturday and at that point requested that we no longer run her credit. Sunday, 6/4, was the last day we worked on her deal. On Tuesday, 6/6, [redacted] emailed our business development team expressing displeasure with her experience. Our sales manager called immediately to remedy the situation. [redacted] noted in that phone-call that she was feeling better and thanked our sales manager for the phone call. Our sales manager made arrangements with [redacted] to take an overnight test drive of the Buick Encore on Friday, 6/9. [redacted] stated that we gave her the most for her trade out of any dealer and insisted that she wanted an Encore. Jamie explained that we were working on options for her. [redacted] did not show up. On Saturday, 6/10, [redacted] called our prime finance manager. He explained that we have a good approval for her and how we arrived to it. Customer was not happy with the amount of banks that we worked with in our effort to get an approval for her, in which we were successful on our last attempt. The customer then left a 1-star [redacted] review and began a Revdex.com complaint. [redacted] states that our work over two days dropped her score 97 points. Regardless of our attempts to get her into a vehicle, she is receiving a daily ding to her credit score due to adverse information on her credit report that has nothing to do with an auto loan. Despite the adverse information on her report and $4850 of negative equity on her 3-month old trade-in, by following our process, we were able to get her a feasible approval on a vehicle she wanted. All in all, the customer was very aware of our efforts to get her an approval and we stopped as soon as we had a valid one. Her request to stop took place after we had stopped working on it.
[*This consumer response was received by Revdex.com via email.]
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. *The service manager, Ryan has worked diligently with me to resolve this issue, he has been very helpful and pleasant. This apparently was a freak occurrence that happens rarely and not the fault of the service department.
Regards,
Lisa Gearo
This is the response that I sent to Mr. S[redacted] this past week: [redacted], I appreciate that you are looking for a refund. After our initial repairs the car left here working properly. She would not have had heat if the heater core was...
clogged at that time. There is a possibility that there could be some other contaminants or debris within the cooling system that could clog the heater core but those were not present on our inspection. When the vehicle came back in again with no heat, we ran a test and discovered an airlock in the cooling system that was caused by combustion gas getting into the coolant. We verified this with the test kit. You mentioned that if there was a leak, coolant should be able to get into the cylinder. This is probably a very small leak so coolant would have a very hard time getting into the cylinder having 16 lbs. of coolant pressure vs 300 lbs. of combustion gases being forced into the coolant. At this point we believe there is currently some type of head gasket/warp head leak with this vehicle. The repair done was a proper repair for the condition it came in with. Barry A[redacted]Axelrod Buick GMC[redacted]
[redacted]
Mr.
[redacted]:
We
appreciate that Mr. [redacted] has opened a dialogue with us in regards to his
experience here at Axelrod Buick GMC.
Our
records show that we did perform a Used Vehicle Inspection on the vehicle he
purchased prior to it being offered for...
sale.
At the time we replaced the front brake pads and rotors, the air filter,
and passenger side mirror. Additionally,
we repaired the driver door window control switch, and the blower resistor. The total costs of these repairs approached
$550. While there was visible rust on
the vehicle, as one would expect from a 14 year old vehicle driven primarily in
Northeast Ohio, the frame was intact.
There was nothing to indicate a subframe issue.
Despite
the six month span since the vehicle was sold with an “as-is” designation and
the accumulation of an additional 7,000 post-sale miles, we did offer a 10%
goodwill assistance credit to the anticipated repairs.
In
an effort to promote good customer relations we are willing to extend that to
25% of the $1300 retail cost of repairs.
This
means our participation in the repair costs would go from $130 to $325.
We
hope that this gesture allows our customer to continue his ownership vehicle
with the vehicle he chose.
In
order to take advantage of this offer, the customer should contact Used Car
Manager [redacted] at [redacted] Ext. [redacted].
Thank
you for your assistance in arbitrating this issue.[redacted]Preowned Sales ManagerAxelrod Buick GMC
In response to invoice sent to us from Florida dealership: We flushed the heater core on 1/30/2017 at 90,179 miles. After our flushing of the heater core, the heater was blowing warm which means the core was flowing freely. The customer took their vehicle into a Florida dealership 2/23/2017 at 92,369 miles, with a low heat concern. Per this dealership’s diagnosis, they found contaminants in the cooling system. These contaminants are freely flowing around in the entire cooling system, which means that they could have easily clogged up the heater core again over the 2,190 miles he drove the truck since we flushed the heater core. These contaminants are also most likely the cause of the sticking thermostat they found. This customer is the fourth owner of this vehicle, so it will be hard to determine how the contaminants got into the cooling system in the first place. The most common contaminant is a product added to the coolant to stop coolant leaks. It is not uncommon to have sediment/contaminants in a cooling system on a 14 year old vehicle like this one. Sometimes this sediment gets disturbed and/or stirred up and begins flowing through the cooling system causing clogs and poor performance.
here are the docs you requested