Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: MIKE *** SERVICE MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@cityautomall.com
THE REPAIR ORDER CLEARLY STATES THAT THIS CONTRACT IS NON TRANSFERABLE OR REFUNDABLETHE CUSTOMER IS PRESENTED A COPY PRIOR TO
PERFORMING THE OIL CHANGE AND THEN GIVEN A COPY WHEN PICKING THE CAR UP
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I could understand if I was trying to get a refundUnfortunately this is not the case and totaling my car was an accidentI am willing to pay the difference but treating your customers like this is unforgivable when it is such a situationThe company should care about their customers not screw them out of their moneyMaking exceptions during certain situations is part of running a successful businessI've never known Chevy to be anything but fairThis time unfortunately management needs looked intoI understand what the contract readsI just never would have thought a company would go to this extreme over such a small amount of money or serviceMost companies do anything to please their customersI guess they don't care how their customers feel as long as they can keep their moneyI'm sure my business will be appreciated elsewhere, where they actually care and are not out to just make money!
Initial Business Response /* (1000, 11, 2015/12/03) */
Contact Name and Title: Brandon [redacted] - GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cityautomall.com
We are installing the running boards on his 2014 Ford F-150 at no cost. The original agreement was when we traded for a pre...
owned truck with a fiberglass cover or cap that would fit his truck we would give him the option of having it at zero cost to the customer. It is clearly stated on the we owe/due bill that he received a copy of that. At this time we still had not traded for a cover that would fit his truck. This issue has been resolved. Thank you!
OFFER:
Initial Consumer Rebuttal /* (2000, 13, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 21, 2017/06/07) */
[redacted] bought the 2008 Saturn Vue with 97,120 miles on 10/19/16. Customer stated vehicle will not start so City Chevrolet paid to have the Vue towed into service department on 10/31/17 (97,580 miles) The service department diagnosed the problem...
and replaced the alternator and charged the battery at NO cost to the customer. Exactly 90 days later (102,726 miles) on 01/19/17 she stated brake pedal goes all the way to the floor, ABS light is on and right front wiper stopped working. City Chevrolet replaced the master cylinder, flushed system, replaced front brakes, machined rotors, replaced the right rear wheel speed sensor, replaced the wiper transmission and again NO cost to the customer even though her extended warranty that she bought didn't cover the repair's. At some point the customer needs to take ownership of the car that they decided to buy especially when it's way outside of the factory warranty. City Chevrolet went over and beyond to help with the issues that occurred after the sale on a 100,000 miles vehicle.
Initial Consumer Rebuttal /* (3000, 23, 2017/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is far more to the issue than city is addressing. How much effort did It take to get that work done? How many phone calls to how many people? The vehicle was not purchased "as is" it was sold under what I was told was a "bumper to bumper warranty." So the alternator city replaced was covered but the brakes were not nor was I offered an explanation or even a copy of said warranty. I was not given the choice to pay for additional brake coverage. I was told I'd be covered for 2 years & 24,000 miles. I noted the work that city did & the deplorable way they behaved about it. I also noted that the abs issue was never truly fixed & that not one person from city Chevrolet would return my calls or answer my questions. In fact it took multiple calls over the course of a month just to get the work order. As a customer I did take responsibility for a vehicle that was sold irresponsibly by the dealership under the impression I was getting something that had indeed been inspected & under a "bumper to bumper" warranty. Not once was selling the vehicle "as is" discussed or described. It's not just about the vehicle malfunction, it's about the way this dealerships employees sold & responded to the or customer. Obviously this dealership didn't take the time to read the entire statement that was included or they would've noted I had not omitted the information concerning the vehicle repairs or the part city Chevrolet played in them. In fact I included every detail along with how the employees addressed it or rather didn't want to address it.
Initial Business Response /* (1000, 5, 2016/01/27) */
Contact Name and Title: Jim [redacted] G.M.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@cityautomall.com
We have worked this out with the customer.
OFFER:
Initial Business Response /* (1000, 5, 2015/05/12) */
Contact Name and Title: Brandon [redacted] - Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cityautomall.com
We performed and completed a GM Certified pre-owned inspection on this 2010 Chevrolet Malibu with 58,762 miles on it. This...
entailed having 2 tires replaced and all 4 tires balanced which included a 4 wheel alignment. Clearly something happened after the customer had taken owner ship of his 2010 Chevrolet Malibu.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly the manager is being given bad information. The car had 4 brand new tires on it when I purchased it. It was a point the salesman made when telling me about the car. Like I said in the email I sent to the business manager, sales manager and my salesman, to which there was no reply by the way, I am not trying to cheat or scam anything. I just wanted the dealership to make it right. I'm confident that they knew about the bent rims because of a statement made by the salesman while looking at the car before the test drive. He stated that the car has been sitting for 3 months. Looking back it was a random thing for a salesman to say. I feel the dealership should pay the cost of 2 replacement rims. I'm not asking for my cost. I'm asking for their cost. Whatever it would have cost them to make it right.
To my second complaint concerning the mistake in the paperwork made by the dealership that required another return trip into the dealership on my own time and gas money, I feel that they should have gone out of their way to make up for the inconvenience and out of pocket costs for the trip. Nothing was offered not even a coffee while I was in the dealership.
It's a sad day when a customer is treated this way and their only option is to file a complaint with the Revdex.com. It should have not gotten to this point and I would hope someone reads this complaint before paying them a visit to dispense with hard earned money.
Final Business Response /* (4000, 11, 2015/06/16) */
Contact Name and Title: Brandon [redacted] General Sales Mgr
This is resolved. We are sending a check to [redacted] for $327.60 for the cost of the 2 rims. He is a happy customer now. Thank you!
OFFER:
Final Consumer Response /* (2000, 13, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 14, 2016/05/17) */
Thursday, May 05, 2016
STATE OF INDIANA
OFFICE OF THE INDIANA ATTORNEY GENERAL
CONSUMER PROTECTION DIVISION
[redacted] W. [redacted] ST [redacted]
INDIANAPOLIS, IN XXXXX
Re: [redacted] vs. City Ford LLC
File no. 16-cp-XXXXX
Attn: [redacted]...
[redacted]
Dear Mr. [redacted]:
Mr. [redacted] purchased a 2012 Ford Escape with [redacted] miles on January 23, 2016. This vehicle was thoroughly inspected in our Ford service department on December 15, 2015 by one of our certified master technicians. The only documentation noted at the time of inspection was in regards to the air cleaner element needing replaced (which was performed) and the tires needing attention in the near future. In addition, at the time of inspection the check engine light was not on. In the event of the vehicle not running properly the computer on the vehicle is programmed to turn on the check engine light to indicate an engine issue. Finally, the mileage of the vehicle at the time of sale was [redacted] the mileage at the time of repair was [redacted] indicating the vehicle was driven over [redacted] miles prior to the vehicle having an issue indicating there was no ability for our dealership to have any knowledge of any type of mechanical issue.
Unfortunately, when it comes to the sale of used vehicles there is always a risk of unknown mechanical issues. It is for this reason that we make it a point to explain and offer to the customer the purchase of a mechanical protection warranty. Mr. [redacted] was offered the purchase of the warranty and chose to decline.
Attached you will find documentation verifying the above information. Please feel free to contact me with any additional questions or issues.
Sincerely,
[redacted]
General Manager
City AutoMall
[redacted]
Columbia City, In XXXXX
Initial Business Response /* (1000, 8, 2016/11/15) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cityautomall.com
We are trying to get a hold of [redacted] so that we can trade her out of the car.
Initial Consumer Rebuttal /* (3000, 10, 2016/11/17)...
*/
Update to the referenced complaint. I received a voice mail from [redacted] of City Ford. I called him twice today on my day off and left voice mail he mentioned a trade but I just want out of this mess and away from them as they had several opportunities to work with the and basically refused thanks
Final Business Response /* (4000, 23, 2017/06/07) */
The dealer ship tried to contact the customer many times to try to arrange a time to trade back in the 164,000 mile Altima. She wouldn't bring the car back in to do so.
Initial Business Response /* (1000, 8, 2016/02/16) */
Contact Name and Title: Ryan [redacted]
Contact Phone: XXX-XXX-XXXX
We apologize for Mr. [redacted]'s frustration. City Chevrolet recently went through some personnel changes and his title was not processed in a timely fashion. This is clearly...
our fault and we apologize.
As for our lack of communication with Mr. [redacted], this is entirely unacceptable and will be addressed internally.
OFFER:
Initial Consumer Rebuttal /* (2000, 10, 2016/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: MIKE *** SERVICE MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@cityautomall.com
THE REPAIR ORDER CLEARLY STATES THAT THIS CONTRACT IS NON TRANSFERABLE OR REFUNDABLETHE CUSTOMER IS PRESENTED A COPY PRIOR TO
PERFORMING THE OIL CHANGE AND THEN GIVEN A COPY WHEN PICKING THE CAR UP
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I could understand if I was trying to get a refundUnfortunately this is not the case and totaling my car was an accidentI am willing to pay the difference but treating your customers like this is unforgivable when it is such a situationThe company should care about their customers not screw them out of their moneyMaking exceptions during certain situations is part of running a successful businessI've never known Chevy to be anything but fairThis time unfortunately management needs looked intoI understand what the contract readsI just never would have thought a company would go to this extreme over such a small amount of money or serviceMost companies do anything to please their customersI guess they don't care how their customers feel as long as they can keep their moneyI'm sure my business will be appreciated elsewhere, where they actually care and are not out to just make money!
Initial Business Response /* (1000, 11, 2015/12/03) */
Contact Name and Title: Brandon [redacted] - GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cityautomall.com
We are installing the running boards on his 2014 Ford F-150 at no cost. The original agreement was when we traded for a pre...
owned truck with a fiberglass cover or cap that would fit his truck we would give him the option of having it at zero cost to the customer. It is clearly stated on the we owe/due bill that he received a copy of that. At this time we still had not traded for a cover that would fit his truck. This issue has been resolved. Thank you!
OFFER:
Initial Consumer Rebuttal /* (2000, 13, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 21, 2017/06/07) */
[redacted] bought the 2008 Saturn Vue with 97,120 miles on 10/19/16. Customer stated vehicle will not start so City Chevrolet paid to have the Vue towed into service department on 10/31/17 (97,580 miles) The service department diagnosed the problem...
and replaced the alternator and charged the battery at NO cost to the customer. Exactly 90 days later (102,726 miles) on 01/19/17 she stated brake pedal goes all the way to the floor, ABS light is on and right front wiper stopped working. City Chevrolet replaced the master cylinder, flushed system, replaced front brakes, machined rotors, replaced the right rear wheel speed sensor, replaced the wiper transmission and again NO cost to the customer even though her extended warranty that she bought didn't cover the repair's. At some point the customer needs to take ownership of the car that they decided to buy especially when it's way outside of the factory warranty. City Chevrolet went over and beyond to help with the issues that occurred after the sale on a 100,000 miles vehicle.
Initial Consumer Rebuttal /* (3000, 23, 2017/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is far more to the issue than city is addressing. How much effort did It take to get that work done? How many phone calls to how many people? The vehicle was not purchased "as is" it was sold under what I was told was a "bumper to bumper warranty." So the alternator city replaced was covered but the brakes were not nor was I offered an explanation or even a copy of said warranty. I was not given the choice to pay for additional brake coverage. I was told I'd be covered for 2 years & 24,000 miles. I noted the work that city did & the deplorable way they behaved about it. I also noted that the abs issue was never truly fixed & that not one person from city Chevrolet would return my calls or answer my questions. In fact it took multiple calls over the course of a month just to get the work order. As a customer I did take responsibility for a vehicle that was sold irresponsibly by the dealership under the impression I was getting something that had indeed been inspected & under a "bumper to bumper" warranty. Not once was selling the vehicle "as is" discussed or described. It's not just about the vehicle malfunction, it's about the way this dealerships employees sold & responded to the or customer. Obviously this dealership didn't take the time to read the entire statement that was included or they would've noted I had not omitted the information concerning the vehicle repairs or the part city Chevrolet played in them. In fact I included every detail along with how the employees addressed it or rather didn't want to address it.
Initial Business Response /* (1000, 5, 2016/01/27) */
Contact Name and Title: Jim [redacted] G.M.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@cityautomall.com
We have worked this out with the customer.
OFFER:
Initial Business Response /* (1000, 5, 2015/05/12) */
Contact Name and Title: Brandon [redacted] - Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cityautomall.com
We performed and completed a GM Certified pre-owned inspection on this 2010 Chevrolet Malibu with 58,762 miles on it. This...
entailed having 2 tires replaced and all 4 tires balanced which included a 4 wheel alignment. Clearly something happened after the customer had taken owner ship of his 2010 Chevrolet Malibu.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Clearly the manager is being given bad information. The car had 4 brand new tires on it when I purchased it. It was a point the salesman made when telling me about the car. Like I said in the email I sent to the business manager, sales manager and my salesman, to which there was no reply by the way, I am not trying to cheat or scam anything. I just wanted the dealership to make it right. I'm confident that they knew about the bent rims because of a statement made by the salesman while looking at the car before the test drive. He stated that the car has been sitting for 3 months. Looking back it was a random thing for a salesman to say. I feel the dealership should pay the cost of 2 replacement rims. I'm not asking for my cost. I'm asking for their cost. Whatever it would have cost them to make it right.
To my second complaint concerning the mistake in the paperwork made by the dealership that required another return trip into the dealership on my own time and gas money, I feel that they should have gone out of their way to make up for the inconvenience and out of pocket costs for the trip. Nothing was offered not even a coffee while I was in the dealership.
It's a sad day when a customer is treated this way and their only option is to file a complaint with the Revdex.com. It should have not gotten to this point and I would hope someone reads this complaint before paying them a visit to dispense with hard earned money.
Final Business Response /* (4000, 11, 2015/06/16) */
Contact Name and Title: Brandon [redacted] General Sales Mgr
This is resolved. We are sending a check to [redacted] for $327.60 for the cost of the 2 rims. He is a happy customer now. Thank you!
OFFER:
Final Consumer Response /* (2000, 13, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 14, 2016/05/17) */
Thursday, May 05, 2016
STATE OF INDIANA
OFFICE OF THE INDIANA ATTORNEY GENERAL
CONSUMER PROTECTION DIVISION
[redacted] W. [redacted] ST [redacted]
INDIANAPOLIS, IN XXXXX
Re: [redacted] vs. City Ford LLC
File no. 16-cp-XXXXX
Attn: [redacted]...
[redacted]
Dear Mr. [redacted]:
Mr. [redacted] purchased a 2012 Ford Escape with [redacted] miles on January 23, 2016. This vehicle was thoroughly inspected in our Ford service department on December 15, 2015 by one of our certified master technicians. The only documentation noted at the time of inspection was in regards to the air cleaner element needing replaced (which was performed) and the tires needing attention in the near future. In addition, at the time of inspection the check engine light was not on. In the event of the vehicle not running properly the computer on the vehicle is programmed to turn on the check engine light to indicate an engine issue. Finally, the mileage of the vehicle at the time of sale was [redacted] the mileage at the time of repair was [redacted] indicating the vehicle was driven over [redacted] miles prior to the vehicle having an issue indicating there was no ability for our dealership to have any knowledge of any type of mechanical issue.
Unfortunately, when it comes to the sale of used vehicles there is always a risk of unknown mechanical issues. It is for this reason that we make it a point to explain and offer to the customer the purchase of a mechanical protection warranty. Mr. [redacted] was offered the purchase of the warranty and chose to decline.
Attached you will find documentation verifying the above information. Please feel free to contact me with any additional questions or issues.
Sincerely,
[redacted]
General Manager
City AutoMall
[redacted]
Columbia City, In XXXXX
Initial Business Response /* (1000, 8, 2016/11/15) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cityautomall.com
We are trying to get a hold of [redacted] so that we can trade her out of the car.
Initial Consumer Rebuttal /* (3000, 10, 2016/11/17)...
*/
Update to the referenced complaint. I received a voice mail from [redacted] of City Ford. I called him twice today on my day off and left voice mail he mentioned a trade but I just want out of this mess and away from them as they had several opportunities to work with the and basically refused thanks
Final Business Response /* (4000, 23, 2017/06/07) */
The dealer ship tried to contact the customer many times to try to arrange a time to trade back in the 164,000 mile Altima. She wouldn't bring the car back in to do so.
Initial Business Response /* (1000, 8, 2016/02/16) */
Contact Name and Title: Ryan [redacted]
Contact Phone: XXX-XXX-XXXX
We apologize for Mr. [redacted]'s frustration. City Chevrolet recently went through some personnel changes and his title was not processed in a timely fashion. This is clearly...
our fault and we apologize.
As for our lack of communication with Mr. [redacted], this is entirely unacceptable and will be addressed internally.
OFFER:
Initial Consumer Rebuttal /* (2000, 10, 2016/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)