We have addressed all of the customer's concerns and the customer has been back in to the dealership. We were able to get the customer approved through a secondary lender on a 2013 Hyundai Sonata. This transaction has been completed, funded and title work processed. To the best of our knowledge the...
customer is happy at this time. Sincerely, Glen D[redacted]Sands Motor CompanyGeneral Manager
The vehicle was in on 03/09/2015
(92,414 miles) with a reduced engine power code for erratic throttle position
sensor signal. Upon inspection the technician verified that the sensor had been
replaced and the wiring wasn’t properly repaired (poor butt connector
connections). Mr. [redacted] approved...
having the wiring to the sensor properly
repaired and the vehicle was released back to the customer on 03/19/2015. Mr.
[redacted] brought the vehicle back in on 10/13/2015 (95,950 miles) with a concern
of reduced engine power. The service advisor Joe M[redacted] explained to Mr. [redacted]
that he would be responsible for the $129.00 diagnosis fee as there were
multiple components that would cause the reduced engine power condition and it
had been over 3,536 miles and seven months since the vehicle was repaired. Joe
reassured Mr. [redacted] that if any of the wiring performed in March was the
failure then no diagnostic charge would be applied. Upon diagnosing the vehicle
there was a different code in the powertrain control module for the accelerator
pedal position sensor correlation. This code sets when the two position sensors
located on the accelerator pedal intermittently don’t synchronize therefore
placing the vehicle into a failsafe reduced engine power mode to prevent
unintended acceleration. The code that was set in March was for the position
sensor located on the throttle body in the engine compartment and not related
to the current failure. The technician noted that the customer had either
himself or had someone install an aftermarket accelerator pedal assembly and
recommended installing a GM OEM accelerator pedal assembly to fix the concern.
Mr. [redacted] declined having the pedal assembly replaced and argued that he
should not have to pay the diagnostic fee as the truck failed the same way it
did in March. Joe explained to Mr. [redacted] that there are over 30 different
parts that could fail causing the same reduced engine power symptom and unless
they are actually failing at the time of diagnosis no visual signs can be
detected to foresee a failure. Joe reduced the 129.00 diagnosis fee to 100.00
and Mr. [redacted] agreed to pay the fee. Nothing further is owed to Mr. [redacted] at
this time. Sincerely, Derek H[redacted]Sands Motor CompanyService Director
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In the interim of waiting for a response from Sands I had to have the fans repaired. My mechanic provided the service more inexpensively than the "employee" cost quoted by Mr [redacted] and will guarantee the fans for life, (they would replace only 1 and would only provide another 12 month warranty).It's odd GM would not assist as they did 2 years ago and it was GM that originally intervened with Sands without result.I will remain with my mechanic who replaced the harness and the mickey mouse wiring that Sands provided the last time. I do not forsee having any further business with Sands. Mr [redacted] was polite, but it took numerous calls and the intervention of the Revdex.com to have them offer a reasonable, albeit more expensive option.Regards,[redacted]
Our Service Manager, Derek H[redacted], has contacted Mr. [redacted]. Mr. [redacted] is bringing his car in today to be inspected at no charge to the customer. Any failures found related to the customer’s initial concern will be repaired at no charge to the customer. Mr. [redacted] will also be provided...
with a complimentary loaner vehicle while his vehicle is being inspected. Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager
We have received your complaint and will use it in our training to make sure that, while our intent is to sell every car we can, we want to make sure the customers, like yourself, don't feel pressured. We appreciate you taking the time to forward this letter to us so we can use it as a case...
study and improve our process.In regards to the "Form 12", this document is required in order to submit to the lending institutions for loan approval and for delivery of the vehicle. The dealer submits the loan as close to the customer's request for down payment, term, payment and financed amount. The lending institutions have the final approval on the credit application submitted. Unfortunately, based upon the findings of the lending institutions, ie. (not limited to) credit history and/or payment history, it is necessary to change the payment, down payment, term of the loan and/or the amount financed. These changes require the customer to be re-contracted. The customer does have the right not to sign the new contract and return the vehicle.The dealership does not benefit from delivering customers in vehicles only to have them returned with more miles and sometimes damage to the vehicle. Sincerely,[redacted]Sands Motor CompanyGeneral Manager
Mr. [redacted] had his 2014 Chevrolet Malibu in for service on December 16, 2016 for a harsh shifting concern. Upon diagnosis the technician determined that there was an internal failure of transmission and it required removal and dismantling. The transmission was removed, repaired, and reinstalled...
under the General Motors powertrain warranty. Mr. [redacted] picked up his vehicle on or about December 27, 2016. Upon driving the vehicle for 11 days Mr. [redacted] had a lower ball joint separate from the left front spindle in Tucson. The vehicle was inoperable and was towed to O’Rielly Chevrolet. Upon inspection the service manager [redacted] contacted our Service Manager Todd F[redacted] and discussed the findings. [redacted] was unsure why the ball joint retaining bolt was missing however indicated that the axle was damaged and required replacement. Upon review of the findings it was possible that the retaining bolt was not properly torqued upon reinstallation of the transmission however would not usually last 11 days (and a drive to Tucson) without plenty of warning signs (audible clunking adverse steering). The bolt used by General Motors to retain the lower ball joint is a torque to yield bolt (soft aluminum composite material) and is used primarily for lighter weight and its ability to resist corrosion. This bolt may have stretched upon final fastening which in turn would cause it to loosen after a certain amount of jouncing and fall out. At the point of receiving the complaint from the customer we acted fast and on the basis of goodwill and paid for all repairs required to restore Mr. [redacted]’s vehicle back to normal working order. In order to alleviate any loss incurred from not having a vehicle Mr. [redacted] was supplied with a complimentary loaner vehicle by O’Rielly Chevrolet. Mr. [redacted] was not involved in any accident and no bodily harm was incurred from this incident. Mr. [redacted] spoke to our General Manager about having Sands Chevrolet purchase his 2014 Chevrolet Malibu at the outstanding loan amount owed and provide him with a brand new Malibu at the same payment. That request was declined as no reasonably loss occurred to justify this concession. Sands Chevrolet paid O’Rielly Chevrolet to restore Mr. [redacted]’s 2014 Chevrolet Malibu back to working order as a gesture of goodwill without admitting to any fault or wrong doing. No physical damage occurred to the vehicle’s frame, structure, or body panels. Mr. [redacted] is hoping to use this incident to better his position of acquiring a new vehicle however there is no evidence of loss justifying his request. Mr. [redacted]’s vehicle is currently in good working order and nothing further is owed to him by Sands Chevrolet. Please feel free to contact me if you need any further information about this matter. Sincerely, Derek H[redacted]Sands Motor Company Service Director
Tell us why here...Our General Manager, [redacted], has contacted [redacted] to set up an appointment to review all of his purchase documentation and to seek a resolution. [redacted] has informed [redacted] that he is living in [redacted] and working there. [redacted] asked [redacted]...
[redacted] to contact him when it is convenient for him to review all of the forms and disclosures from all occasions that were presented to him. We will have to wait for when it is convenient [redacted] to come in and meet with [redacted] in order to resolve the issues that [redacted] has.Thank you,[redacted]Sands Motor CompanyOffice Manager
Hello, I did however speak with Mr. [redacted] and we spoke about the battery and spoke briefly on the warranty issue. Mr [redacted] is actually looking into the warranty to see why I was sold the extended warranty and the they never told me I didn't have it. As I told Mr. [redacted], my car payment went up because I wanted the extended warranty, so if the warranty not in effect why is the payment still the same. I am waiting for Mr. [redacted] to look into it and get back with me. He stated he'll call me by tomorrow once the accountant get my profile to him. Maddy never mentioned to me about buying an extended warranty he told me to come back in 6 months of my car payment being paid on time and he'll put me in a brand new car.
Tell us why here...Customer came in at 11am on June 25, 2015. They were given a loaner car while we address his issues/concerns.This should resolve the complaint.Sincerely,[redacted]Sands Motor Company, Inc.Office Manager?
Our Sales Manager, Terry F[redacted], spoke again to Mr [redacted] today at 12:15 pm Mr. F[redacted] confirmed that Mr. [redacted] did receive a check for the battery as promised. Mr. F[redacted] explained that there is no extended warranty on his contract the only additional product purchased was credit life and disability coverage. Mr. F[redacted] reiterated that the only option to add additional product such as an extended warranty would to pay cash for it. Mr. [redacted] said he would look in to doing that and asked if he could do that at any General Motors Dealer and Mr. F[redacted] responded that most General Motors Dealers' have extended warranty products and could assist with his purchase. Mr. [redacted] would like a copy of the Credit Life and Disability policy. Note: please send a copy to him. - I have attached a a copy of the policy to this email as well. Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager
Tell us why here...Please see attached pictures to notate the scratch was on the right mid quarter panel. As per the estimate, we removed tail light assembly, the fuel door, loosened the rear bumper to allow a perfect paint edge. This repair is done in fashion to meet the highest standards set forth by [redacted], the industry benchmark for excellence in Auto body repair.The customer stripe was sublet out to a company specializing in one of a kind replacement stripes, and OEM . Having someone who specializes in this type of work ensures the highest replacement standard possible. ( see attached bill) Sands Chevrolet agreed to fix this scratch, the repair was completed to exceed industry standards and is backed by our lifetime warranty on our labor and paint. We have done and performed all work promised. The customer inspected the repair and voiced they were completely happy with it when he picked up his vehicle.Sincerely,[redacted]Sands Motor CompanyGeneral Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We have addressed all the customers concerns that we were made aware of. These concerns exceeded the customers warranty, both written and implied, and were done as a act of "good faith" on Sands Chevrolet's part. The customer is scheduled to pick up his vehicle this...
afternoon. Sincerely,[redacted]Sands Motor Company, Inc.General Manager
Ms. [redacted] purchased the Chevrolet Impala LTZ and signed final contract on 12/31/2016. At that time, the purchase price was $14,875.00. Her trade allowance on the 03 Kia Sedona was $3,363.00, even though the vehicle was not in running condition and had to be towed in (it was definitely going to...
salvage). There was over a $3,000.00 overallowance on her trade, which was explained to her at the time of purchase. Mr. Shoop has been in contact twice with Ms. [redacted], once in regards to detailing the car for her and a second time to go over the details of the transaction. Attached are the documents as agreed to and signed by Ms. [redacted] and Sands. We have made every effort to satisfy Ms. [redacted]. Sincerely, Jerry M[redacted]Sands Motor CompanyVice President-Dealer Operator
Tell us why here...Ms. [redacted], We as a company, have not used cash disbursements on referrals since Dec of 2013. Since that time we have given each customer a $100.00 in house credit for referrals, to used in service, parts, accessories and even in the body shop . It is part of...
the Chevrolet National Program called the "Owner Preferred Program". This program allows you, as you spend money for repairs, parts and maintenance to earn back up to 5% of your spend. You were set up with 100.00 for the referral of the customer. I have authorized the removal of this money in your account to be sent to you in the form of a check. We apologize for the misunderstanding, and hope you understand that going forward we have to administer the program as it is designed. Thank you in advance for your business[redacted] Sands Motor CompanyGeneral Manager?
I placed a call to [redacted] personally. Her down payment was on a VISA card and had to be refunded on the same card. I apologize that this was not handled before. I transferred the call with Ms. [redacted] over to our receptionist, Robin so that we could get the full card number, expiration date...
and CVC code to process the refund onto the VISA. This credit to Ms. [redacted]'s account will take approximately 3-5 business days before the credit will appear on her account. Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager
We have addressed all of the customer's concerns and the customer has been back in to the dealership. We were able to get the customer approved through a secondary lender on a 2013 Hyundai Sonata. This transaction has been completed, funded and title work processed. To the best of our knowledge the...
customer is happy at this time. Sincerely, Glen D[redacted]Sands Motor CompanyGeneral Manager
The vehicle was in on 03/09/2015
(92,414 miles) with a reduced engine power code for erratic throttle position
sensor signal. Upon inspection the technician verified that the sensor had been
replaced and the wiring wasn’t properly repaired (poor butt connector
connections). Mr. [redacted] approved...
having the wiring to the sensor properly
repaired and the vehicle was released back to the customer on 03/19/2015. Mr.
[redacted] brought the vehicle back in on 10/13/2015 (95,950 miles) with a concern
of reduced engine power. The service advisor Joe M[redacted] explained to Mr. [redacted]
that he would be responsible for the $129.00 diagnosis fee as there were
multiple components that would cause the reduced engine power condition and it
had been over 3,536 miles and seven months since the vehicle was repaired. Joe
reassured Mr. [redacted] that if any of the wiring performed in March was the
failure then no diagnostic charge would be applied. Upon diagnosing the vehicle
there was a different code in the powertrain control module for the accelerator
pedal position sensor correlation. This code sets when the two position sensors
located on the accelerator pedal intermittently don’t synchronize therefore
placing the vehicle into a failsafe reduced engine power mode to prevent
unintended acceleration. The code that was set in March was for the position
sensor located on the throttle body in the engine compartment and not related
to the current failure. The technician noted that the customer had either
himself or had someone install an aftermarket accelerator pedal assembly and
recommended installing a GM OEM accelerator pedal assembly to fix the concern.
Mr. [redacted] declined having the pedal assembly replaced and argued that he
should not have to pay the diagnostic fee as the truck failed the same way it
did in March. Joe explained to Mr. [redacted] that there are over 30 different
parts that could fail causing the same reduced engine power symptom and unless
they are actually failing at the time of diagnosis no visual signs can be
detected to foresee a failure. Joe reduced the 129.00 diagnosis fee to 100.00
and Mr. [redacted] agreed to pay the fee. Nothing further is owed to Mr. [redacted] at
this time. Sincerely, Derek H[redacted]Sands Motor CompanyService Director
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In the interim of waiting for a response from Sands I had to have the fans repaired. My mechanic provided the service more inexpensively than the "employee" cost quoted by Mr [redacted] and will guarantee the fans for life, (they would replace only 1 and would only provide another 12 month warranty).It's odd GM would not assist as they did 2 years ago and it was GM that originally intervened with Sands without result.I will remain with my mechanic who replaced the harness and the mickey mouse wiring that Sands provided the last time. I do not forsee having any further business with Sands. Mr [redacted] was polite, but it took numerous calls and the intervention of the Revdex.com to have them offer a reasonable, albeit more expensive option.Regards,[redacted]
Our Service Manager, Derek H[redacted], has contacted Mr. [redacted]. Mr. [redacted] is bringing his car in today to be inspected at no charge to the customer. Any failures found related to the customer’s initial concern will be repaired at no charge to the customer. Mr. [redacted] will also be provided...
with a complimentary loaner vehicle while his vehicle is being inspected. Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager
We have received your complaint and will use it in our training to make sure that, while our intent is to sell every car we can, we want to make sure the customers, like yourself, don't feel pressured. We appreciate you taking the time to forward this letter to us so we can use it as a case...
study and improve our process.In regards to the "Form 12", this document is required in order to submit to the lending institutions for loan approval and for delivery of the vehicle. The dealer submits the loan as close to the customer's request for down payment, term, payment and financed amount. The lending institutions have the final approval on the credit application submitted. Unfortunately, based upon the findings of the lending institutions, ie. (not limited to) credit history and/or payment history, it is necessary to change the payment, down payment, term of the loan and/or the amount financed. These changes require the customer to be re-contracted. The customer does have the right not to sign the new contract and return the vehicle.The dealership does not benefit from delivering customers in vehicles only to have them returned with more miles and sometimes damage to the vehicle. Sincerely,[redacted]Sands Motor CompanyGeneral Manager
Mr. [redacted] had his 2014 Chevrolet Malibu in for service on December 16, 2016 for a harsh shifting concern. Upon diagnosis the technician determined that there was an internal failure of transmission and it required removal and dismantling. The transmission was removed, repaired, and reinstalled...
under the General Motors powertrain warranty. Mr. [redacted] picked up his vehicle on or about December 27, 2016. Upon driving the vehicle for 11 days Mr. [redacted] had a lower ball joint separate from the left front spindle in Tucson. The vehicle was inoperable and was towed to O’Rielly Chevrolet. Upon inspection the service manager [redacted] contacted our Service Manager Todd F[redacted] and discussed the findings. [redacted] was unsure why the ball joint retaining bolt was missing however indicated that the axle was damaged and required replacement. Upon review of the findings it was possible that the retaining bolt was not properly torqued upon reinstallation of the transmission however would not usually last 11 days (and a drive to Tucson) without plenty of warning signs (audible clunking adverse steering). The bolt used by General Motors to retain the lower ball joint is a torque to yield bolt (soft aluminum composite material) and is used primarily for lighter weight and its ability to resist corrosion. This bolt may have stretched upon final fastening which in turn would cause it to loosen after a certain amount of jouncing and fall out. At the point of receiving the complaint from the customer we acted fast and on the basis of goodwill and paid for all repairs required to restore Mr. [redacted]’s vehicle back to normal working order. In order to alleviate any loss incurred from not having a vehicle Mr. [redacted] was supplied with a complimentary loaner vehicle by O’Rielly Chevrolet. Mr. [redacted] was not involved in any accident and no bodily harm was incurred from this incident. Mr. [redacted] spoke to our General Manager about having Sands Chevrolet purchase his 2014 Chevrolet Malibu at the outstanding loan amount owed and provide him with a brand new Malibu at the same payment. That request was declined as no reasonably loss occurred to justify this concession. Sands Chevrolet paid O’Rielly Chevrolet to restore Mr. [redacted]’s 2014 Chevrolet Malibu back to working order as a gesture of goodwill without admitting to any fault or wrong doing. No physical damage occurred to the vehicle’s frame, structure, or body panels. Mr. [redacted] is hoping to use this incident to better his position of acquiring a new vehicle however there is no evidence of loss justifying his request. Mr. [redacted]’s vehicle is currently in good working order and nothing further is owed to him by Sands Chevrolet. Please feel free to contact me if you need any further information about this matter. Sincerely, Derek H[redacted]Sands Motor Company Service Director
Tell us why here...Our General Manager, [redacted], has contacted [redacted] to set up an appointment to review all of his purchase documentation and to seek a resolution. [redacted] has informed [redacted] that he is living in [redacted] and working there. [redacted] asked [redacted]...
[redacted] to contact him when it is convenient for him to review all of the forms and disclosures from all occasions that were presented to him. We will have to wait for when it is convenient [redacted] to come in and meet with [redacted] in order to resolve the issues that [redacted] has.Thank you,[redacted]Sands Motor CompanyOffice Manager
Hello, I did however speak with Mr. [redacted] and we spoke about the battery and spoke briefly on the warranty issue. Mr [redacted] is actually looking into the warranty to see why I was sold the extended warranty and the they never told me I didn't have it. As I told Mr. [redacted], my car payment went up because I wanted the extended warranty, so if the warranty not in effect why is the payment still the same. I am waiting for Mr. [redacted] to look into it and get back with me. He stated he'll call me by tomorrow once the accountant get my profile to him. Maddy never mentioned to me about buying an extended warranty he told me to come back in 6 months of my car payment being paid on time and he'll put me in a brand new car.
Tell us why here...Customer came in at 11am on June 25, 2015. They were given a loaner car while we address his issues/concerns.This should resolve the complaint.Sincerely,[redacted]Sands Motor Company, Inc.Office Manager?
Our Sales Manager, Terry F[redacted], spoke again to Mr [redacted] today at 12:15 pm Mr. F[redacted] confirmed that Mr. [redacted] did receive a check for the battery as promised. Mr. F[redacted] explained that there is no extended warranty on his contract the only additional product purchased was credit life and disability coverage. Mr. F[redacted] reiterated that the only option to add additional product such as an extended warranty would to pay cash for it. Mr. [redacted] said he would look in to doing that and asked if he could do that at any General Motors Dealer and Mr. F[redacted] responded that most General Motors Dealers' have extended warranty products and could assist with his purchase. Mr. [redacted] would like a copy of the Credit Life and Disability policy. Note: please send a copy to him. - I have attached a a copy of the policy to this email as well. Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager
Tell us why here...Please see attached pictures to notate the scratch was on the right mid quarter panel. As per the estimate, we removed tail light assembly, the fuel door, loosened the rear bumper to allow a perfect paint edge. This repair is done in fashion to meet the highest standards set forth by [redacted], the industry benchmark for excellence in Auto body repair.The customer stripe was sublet out to a company specializing in one of a kind replacement stripes, and OEM . Having someone who specializes in this type of work ensures the highest replacement standard possible. ( see attached bill) Sands Chevrolet agreed to fix this scratch, the repair was completed to exceed industry standards and is backed by our lifetime warranty on our labor and paint. We have done and performed all work promised. The customer inspected the repair and voiced they were completely happy with it when he picked up his vehicle.Sincerely,[redacted]Sands Motor CompanyGeneral Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We have addressed all the customers concerns that we were made aware of. These concerns exceeded the customers warranty, both written and implied, and were done as a act of "good faith" on Sands Chevrolet's part. The customer is scheduled to pick up his vehicle this...
afternoon. Sincerely,[redacted]Sands Motor Company, Inc.General Manager
Ms. [redacted] purchased the Chevrolet Impala LTZ and signed final contract on 12/31/2016. At that time, the purchase price was $14,875.00. Her trade allowance on the 03 Kia Sedona was $3,363.00, even though the vehicle was not in running condition and had to be towed in (it was definitely going to...
salvage). There was over a $3,000.00 overallowance on her trade, which was explained to her at the time of purchase. Mr. Shoop has been in contact twice with Ms. [redacted], once in regards to detailing the car for her and a second time to go over the details of the transaction. Attached are the documents as agreed to and signed by Ms. [redacted] and Sands. We have made every effort to satisfy Ms. [redacted]. Sincerely, Jerry M[redacted]Sands Motor CompanyVice President-Dealer Operator
Tell us why here...Ms. [redacted], We as a company, have not used cash disbursements on referrals since Dec of 2013. Since that time we have given each customer a $100.00 in house credit for referrals, to used in service, parts, accessories and even in the body shop . It is part of...
the Chevrolet National Program called the "Owner Preferred Program". This program allows you, as you spend money for repairs, parts and maintenance to earn back up to 5% of your spend. You were set up with 100.00 for the referral of the customer. I have authorized the removal of this money in your account to be sent to you in the form of a check. We apologize for the misunderstanding, and hope you understand that going forward we have to administer the program as it is designed. Thank you in advance for your business[redacted] Sands Motor CompanyGeneral Manager?
I placed a call to [redacted] personally. Her down payment was on a VISA card and had to be refunded on the same card. I apologize that this was not handled before. I transferred the call with Ms. [redacted] over to our receptionist, Robin so that we could get the full card number, expiration date...
and CVC code to process the refund onto the VISA. This credit to Ms. [redacted]'s account will take approximately 3-5 business days before the credit will appear on her account. Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager