Business Response to a Complaint Complaint ID#: [redacted] Company Name: Big M Chevrolet Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: To...
whom it may concern, In response to customer Complaint ID: [redacted]; while we sympathize with the frustration and complaint filed by Ms. [redacted] on the pre-owned 2012 Jeep Wrangler that was purchased on 02/27/2016. This vehicle was sold in good faith, with absolutely no knowledge of any pre-existing issues, nor were there any attempts made by the Big M Chevrolet to hide or withhold any information about this vehicle that could have any bearing on the warranty, reliability, or lifespan of this vehicle. In fact, for any used vehicle to qualify for the "Warranty Forever" limited lifetime power-train warranty, the vehicle must have less than 100,000 miles, and pass a multi-step inspection process that meets or exceeds a comprehensive, and rather stringent condition report to make it eligible to receive this warranty. The vehicle in question was inspected by our dealership's service department prior to it being made available for resale. As per Big M's used vehicle sales protocol and process, any necessary repairs discovered and needed that would allow an eligible vehicle to qualify for Big M's "Warranty Forever" program, as well as any issues that would be considered excessive wear, or a potential safety or reliability concern would be written up, and an estimate would be generated and presented to the sales management staff. Upon review of said estimate, a decision would be made in order to decide the proper method or channel to sell or dispose of the given vehicle. The dealership's service department generates it's income and profit by servicing vehicles, regardless of whether they belong to a private owner or the dealership itself. It is in the best interest of the dealership to make necessary repairs on vehicles presented for service, for both profitability within the service department, as well as creating and insuring satisfied customers, maintaining customer satisfaction, which insures the future success of the dealership through repeat and referral customers. On the vehicle in question, Ms. [redacted]'s 2012 Jeep Wrangler, as with every other customer, Ms. [redacted] would have been welcome to have an independent used vehicle inspection performed at a facility of her choice, and to insure that our valued customers do not suffer unfortunate, or unforeseen problems that any pre-owned vehicle could cause, we offer our "Lifetime Forever" limited power-train warranty on eligible vehicles, and as an extremely reassuring option, we offer several extended service contracts, some that are very comprehensive, that can be custom tailored to most any driver's needs, depending on mileage driven, years, owned, and deductible desired, that gives the customer the peace of mind protection of a bumper to bumper warranty that will cover components that may not be covered on our "Warranty Forever" limited power-train warranty program that is included with most used vehicles we sell that have less than 100,000 miles. If the customer does not recognize the value of, or welcome the peace of mind protection that the extra-cost extended service contracts offer, they are required to sign a waiver form. We have on file a copy of this form for Ms. [redacted] showing that she elected to decline any additional coverage on her 2012 Jeep Wrangler. Also, not being able to keep up with every manufacturer's warranty, we also have a Federal Buyer's Guide that is either checked with a box showing WARRANTY or AS IS-NO WARRANTY. We represented our vehicle in good faith with the "Warranty Forever" limited power-train warranty provided by us at no extra charge, as well as multiple options of extending this coverage. Unfortunately Ms. [redacted] elected not to add any additional coverage, and also signed the Federal Buyer's Guide, showing that Big M Chevrolet was selling the vehicle AS IS-NO WARRANTY. As for the vehicle being Canadian, customers can request an Auto-Check (similar to CarFax), a service that we provide at no cost, unlike most customers who have to pay for a CarFax out-of-pocket to insure they have as much of the proper information as possible, before making a decision to purchase. In investigating this matter, I learned that Chrysler, Jeep, Dodge, and Ram are the only brands that do not honor their United States factory warranty if it is a Canadian import. We regret the fact that all of this could have all been prevented if the extended vehicle service contract had not been declined by Mr. and Mrs. [redacted]. With several of the plans, the vehicle could have been repaired with as little as a zero dollar deductible. In conclusion, we regret the situation and feel we have gone above and beyond our legal and financial responsibility to do everything possible to remedy the situation, i.e., having the vehicle towed to our dealership, paying the Dodge dealership to diagnose the problem, and then offering to cover a portion of the cost to repair the vehicle at our internal price, unlike adopting the policies of a lot of dealers that may only take the time to apologize for their unfortunate circumstances. Update on the situation our Life time warranty company has agreed to cover the difference in cost as a favor to us and the customer. Thanks, [redacted] Sales Manager Big M Chevrolet Sent on: 3/21/2016 5:41:58 PM
Business Response to a Complaint Complaint ID#: [redacted] Company Name: Big M Chevrolet Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: To...
whom it may concern, In response to customer Complaint ID: [redacted]; while we sympathize with the frustration and complaint filed by Ms. [redacted] on the pre-owned 2012 Jeep Wrangler that was purchased on 02/27/2016. This vehicle was sold in good faith, with absolutely no knowledge of any pre-existing issues, nor were there any attempts made by the Big M Chevrolet to hide or withhold any information about this vehicle that could have any bearing on the warranty, reliability, or lifespan of this vehicle. In fact, for any used vehicle to qualify for the "Warranty Forever" limited lifetime power-train warranty, the vehicle must have less than 100,000 miles, and pass a multi-step inspection process that meets or exceeds a comprehensive, and rather stringent condition report to make it eligible to receive this warranty. The vehicle in question was inspected by our dealership's service department prior to it being made available for resale. As per Big M's used vehicle sales protocol and process, any necessary repairs discovered and needed that would allow an eligible vehicle to qualify for Big M's "Warranty Forever" program, as well as any issues that would be considered excessive wear, or a potential safety or reliability concern would be written up, and an estimate would be generated and presented to the sales management staff. Upon review of said estimate, a decision would be made in order to decide the proper method or channel to sell or dispose of the given vehicle. The dealership's service department generates it's income and profit by servicing vehicles, regardless of whether they belong to a private owner or the dealership itself. It is in the best interest of the dealership to make necessary repairs on vehicles presented for service, for both profitability within the service department, as well as creating and insuring satisfied customers, maintaining customer satisfaction, which insures the future success of the dealership through repeat and referral customers. On the vehicle in question, Ms. [redacted]'s 2012 Jeep Wrangler, as with every other customer, Ms. [redacted] would have been welcome to have an independent used vehicle inspection performed at a facility of her choice, and to insure that our valued customers do not suffer unfortunate, or unforeseen problems that any pre-owned vehicle could cause, we offer our "Lifetime Forever" limited power-train warranty on eligible vehicles, and as an extremely reassuring option, we offer several extended service contracts, some that are very comprehensive, that can be custom tailored to most any driver's needs, depending on mileage driven, years, owned, and deductible desired, that gives the customer the peace of mind protection of a bumper to bumper warranty that will cover components that may not be covered on our "Warranty Forever" limited power-train warranty program that is included with most used vehicles we sell that have less than 100,000 miles. If the customer does not recognize the value of, or welcome the peace of mind protection that the extra-cost extended service contracts offer, they are required to sign a waiver form. We have on file a copy of this form for Ms. [redacted] showing that she elected to decline any additional coverage on her 2012 Jeep Wrangler. Also, not being able to keep up with every manufacturer's warranty, we also have a Federal Buyer's Guide that is either checked with a box showing WARRANTY or AS IS-NO WARRANTY. We represented our vehicle in good faith with the "Warranty Forever" limited power-train warranty provided by us at no extra charge, as well as multiple options of extending this coverage. Unfortunately Ms. [redacted] elected not to add any additional coverage, and also signed the Federal Buyer's Guide, showing that Big M Chevrolet was selling the vehicle AS IS-NO WARRANTY. As for the vehicle being Canadian, customers can request an Auto-Check (similar to CarFax), a service that we provide at no cost, unlike most customers who have to pay for a CarFax out-of-pocket to insure they have as much of the proper information as possible, before making a decision to purchase. In investigating this matter, I learned that Chrysler, Jeep, Dodge, and Ram are the only brands that do not honor their United States factory warranty if it is a Canadian import. We regret the fact that all of this could have all been prevented if the extended vehicle service contract had not been declined by Mr. and Mrs. [redacted]. With several of the plans, the vehicle could have been repaired with as little as a zero dollar deductible. In conclusion, we regret the situation and feel we have gone above and beyond our legal and financial responsibility to do everything possible to remedy the situation, i.e., having the vehicle towed to our dealership, paying the Dodge dealership to diagnose the problem, and then offering to cover a portion of the cost to repair the vehicle at our internal price, unlike adopting the policies of a lot of dealers that may only take the time to apologize for their unfortunate circumstances. Update on the situation our Life time warranty company has agreed to cover the difference in cost as a favor to us and the customer. Thanks, [redacted] Sales Manager Big M Chevrolet Sent on: 3/21/2016 5:41:58 PM