Big Spring Area Chamber of Commerce

Good morning, Mrs*** brought her Cruze in for diagnosis on November 2, on repair order *** for an oil leak, noted previously on an multipoint inspection. Mrs***, was not charged anything. Previously when oil leak was noted August 2, customer was in for a
maintenance, oil and filter, tire rotation ,cabin air filter and fuel induction service, in which case she paid the bill of for the service. At no time, was she ever charged for inspection of oil leak (s)

We are surprised and disappointed to hear of Mr*** continued dissatisfaction with his vehicle purchase. Moving forward, the bulk of Mr*** continued objections now appear to center around a perception of credit handling in response to an arbitration appeal These objections could not be further from the truth.Let me be clear: our business has absolutely no interest in manipulating a guest's credit history And we do not interfere with any arbitration process Mr*** has supplied via attachment a variety of third-party correspondence containing varied references to credit, credit worthiness and credit histories However, credit bureau 'scores' consist of a variety of scoring models and methodologies; customers do not have a single 'score' Indeed, credit bureau 'scores' vary, typically in accordance with the intended credit usage Thus, scores used for financing cars, for obtaining credit cards, and for establishing mortgage loans can - and do - varyIn fact, the examples supplied by Mr*** show an inconsistent variety of scoring models and ranges; his examples do not correlate.On Mr*** behalf, our business did indeed submit a variety of credit inquiries with potential lendersIn fact, these were submitted at his request, to accommodate his repeated attempts to do additional business Further, perhaps Mr*** should know how these multiple inquiries affect his credit scoresAccording to myfico.com, "...your FICO score considers all inquiries within a 45-day period for a mortgage, an auto loan or a student loan as a single credit inquiry." [http://www.myfico.com/credit-education/questions/how-do-inquiries-impact-credit...⇄ our files show a significantly different history of auto-related credit scores than Mr*** may have implied While we are disinclined to disclose any personal, private information, the relative score difference between Mr*** first inquiry with our establishment and his most recent visit is much less substantial than he has indicated.Furthermore, Mr*** expressed dissatisfaction with the result of cancelling optional servicesThe optional products which Mr*** cancelled were credited to the leinholder, as summarized on various cancellation forms - including some of the examples Mr*** has supplied in his attachments Moreover, this business has no authority to modify the loan terms and conditions now held by the leinholder (lender) In effect, any product cancellations would decrease the number of remaining payments, rather than the size of the remaining payments.We continue to wish Mr*** the very best

Mr*** brought his Impala in for service on 1/9/15at 8:amHe was written up by ***According to *** and ourdocumentation, Mr*** stated his heater was not working and code P0128present for engine coolant not getting to operating temp and engine runs roughand has code P
present for misfires*** wrote the RO with theseconcerns: Customer States the engine light is on and seems to be runningrough has misfire code CHECK AND REPORTCustomer requests to replace theengine air filterCUSTOMER STATES VEHICLE NEEDS THERMOSTAT DUE TO POSSIBLECODE AND HEATER BLOWING COLDAccording to ***, Mr*** verbally told himhe did not want to pay the diagnostic fee for the thermostat concern because hehad already diagnosed itHe initially authorized $for those itemsWereplaced the thermostat and verified while running engine in the shop that thethermostat was operating normally now and the heater is workingThere was nomisfire or misfire codes present at that time and we recommended replacing thespark plugs and wires based on time and milesMr*** approved the sparkplugs and wires and added a transmission service with *** over the phone @2:pm on 1/9/for an additional $total of $+ taxMr***picked up at 6:pm and called a while later and talked to Steve White andstated “My temp gauge almost got to the red, you did not bleed my coolingsystem, and now I have a blown head gasket”Steve had the vehicle towed backto the shop and put Mr*** in a rental at our expenseThe next day weverified our thermostat repair was done correctly and that the vehicle failed ablock test verifying a p***able head gasket issueService Manager *** ***met with Mr*** on Monday 1/12/and informed him that his head p***lem ispre-existing and offered to split the $job as a sign of goodwillMr.*** informed Mr*** that we would need to remove the heads and check themfor damageHe agreed to that offer and we also gave him up to days of rentalcarUpon removal of the cylinder heads it was very clear that at least onehead has long term damage and the cooling system showed signs of aluminumsulfate (stop leak) verifying that this was an ongoing condition that someonewas aware ofWe then offered him more options which he declinedOur offerstill stands of $total credit towards the repair of this existingconditionMr*** has declined, and we are standing firm on that offer

While we are naturally discontented to hear of this valued guest's experience, we are happy to report subsequent progress.*** *** has since been communicating with *** ***, via GM Certified Service channels. And she has already begun the process of having her vehicle purchased
back by General Motors. The remainder of this 'buy back' process is being administered directly with the factory.To our understanding, this situation is in the midst of final resolution. And we fully anticipate completion of this circumstance shortly.Of course, we continue to with *** *** nothing but the very best

I am rejecting this response because: John L Sullivan Chevrolet can make all the excuses they want, and it looks as though they REFUSE to forward the refund to my bank. This time delay has nothing to do with a third party, it has to do with the incompetence of the personnel working at John L Sullivan ChevroletAgainI signed for the refund within hours of my purchase which was months ago, and I was told last month that the paperwork for the refund was lost and asked to resign a new document. Had your people not been so incompetent as to lose the paperwork the first time, this complaint would not have taken place, as I would have waited the days if that had been explained to me. Since you refuse to take responsibility for the delay in providing my refund, then I guess we wait the days, but if I am having to wait for the third party to provide the refund, then I will not consider this complaint to be resolved to my satisfaction.To the Revdex.com, this is NOT acceptable customer service by John L Sullivan Chevrolet. *** ***

Complaint: ***
I am rejecting this response because:No one at Chainsaws Unlimited ever told me that the blades needed to replaced let alone called me to approved any additional work All I was told was that they had ordered parts for the tractor and that they were waiting for them to come in I did not find out that they replaced the blades and the solenoid until I received the bill for $ Bottomline is that no one at Chainsaws Unlimited every contacted me to approve any work on the tractor above $ I did call before having the work done and was told that it cost $to change and oil and sharpen the blades Then I get a bill for $ ANY CHARGES ABOVE AND BEYOND THAT AMOUNT NEEDED TO BE APPROVED BY ME PRIOR TO DOING THE WORKThis is what my attorney told me and this is what the State of *** Department of Consumer Protection told me When I called about the bill, the person I spoke to told me that they did not have to call me approve the additional work and that laws that apply to automobile repairs do not apply to tractors repairs According to the Department of Consumer Protection this is not the case and that statement was and misleading There are several consumer protection laws at the state level that require repair shops to approve any and all work above the original estimate in advance regardless of whether or not its tractor repair or automobile repair.Either this was a bait and switch situation or someone just failed to call me in advance to approve the additional work Regardless they violated a Consumer Protection Law and I'm not paying any amount above $ I am fully prepared to litigate the matter if necessary.
Sincerely,
*** ***

At face value, ***'s request for credit card reimbursements may appear understandable. However, this option is simply not possible. We are obligated to honor our fiduciary responsibility with the lender by directing any refunded amount to the contracted lienholder. Thus, the associated credit card fees cannot be forwarded to *** directly. Also, after two weeks of ownership, we would have expected the customer to communicate with us directly to address her mechanical concerns. Rather, *** opted instead to pay a third party for services without consulting us. While driving to our facility may not have been the most convenient option at the time, we cannot be responsible for claims or activities originating from a third party repair facility.Again, we wish *** well and hope that she enjoys her vehicle

Good afternoon -It is both disappointing and confusing to hear of *** displeasure with her recent vehicle service.Our records indicate a host of alternative informationWhen last serviced in May 2017, the vehicle registered 93,miles At that time, *** signed a work order for a
100,000-mile service - not a 3,000-mile serviceThe service requested included both parts and labor cost estimatesAnd this service was extensive, including a host of services.In addition to the work performed, a list of recommended services was provided at the conclusion of her visit - including advice regarding air conditioning components, timing belt, water pump, and door locks*** signed an acknowledgement that air conditioning service (among other items) was being declined at that time.Interestingly, *** made a subsequent appointment to include air conditioning service, presently scheduled for July 2017.In light of the details provided to the customer at the beginning and conclusion of the May service; of the acknowledgements of the vehicle condition upon delivery; and of subsequent service scheduled by the customer, we are disinclined to acquiesce to the settlement proposed by the customer.Of course, we certainly sympathize with *** personal situation And we continue to wish her and her son the very best

In May 2016, Mr*** did indeed purchase a pre-owned vehicle at our establishment.As a California auto dealership, we are bound by the rules and regulations of the California Department of Motor Vehicles (DMV) These rules and regulations dictate clearly the process for vehicle
registration fees regarding pre-owned vehicles within this State of California.The California DMV requires that the registration be paid to the current date as of the vehicle transaction date In order to bring the registration current, the total fees were $(please refer to the attached copy of the California DMV registration) In addition, as an accommodation to Mr***, the dealership actually paid a portion of the fees ($271) on his behalf Mr***'s transaction and fees allowed for the vehicle to be purchased, transferred to his name, and the registration made current until the next annual expiration date.In the case of Mr***'s transaction, the registration expiration date was December - as pre-determined by the existing California registration This date is determined by the California DMV, and not by the dealershipFurthermore, it is not allowed by the California DMV for the dealership to collect fees for registration of renewals scheduled well beyond the transaction Since the registration expiration in this case was greater than days, it became be the customer's responsibility to renew the registration on or before the expiration date.Furthermore, Mr*** was mailed the vehicle registration from the California DMV Subsequently, he was also mailed the renewal notice in October When Mr*** received said notice, he contacted John L Sullivan Chevrolet, insisting that the dealership pay the renewal on his behalf.Sadly, Mr***'s claims that he communicated with *** *** about the subject of renewal were erroneous After all, Mr*** no longer worked for John L Sullivan Chevrolet in October Rather, the DMV clerk at John L Sullivan Chevrolet, *** *** communicated to Mr*** that it was his responsibility to renew the registration, and that the dealership was unable to do so on his behalf And since Mr*** chose to ignore the renewal notices from the California DMV, he is now liable for both fees and penalties.Mr***'s desired settlement is simply untenableAgain, Mr***'s transaction and fees allowed for the vehicle to be purchased, transferred to his name, and registered until the next annual expiration dateAnd the liability for registration renewal and associated penalties is well outside of the dealership's scope of responsibilities If Mr*** has concerns about the magnitude and frequency of DMV fees, we suggest that he communicate these concerns directly with the DMV, as they are outside of our direct control.We wish Mr*** well, and hope that he renews his registration promptly instead of allowing his requisite fees and penalties to grow larger than they already are These fees and penalties are his responsibility, and are a result of his inaction

I had the Business Center look into the collection and found that *** had called the GAP Insurance agency and cancelled the product. We have information that she called the agency on 4/17/and stated that she sold their vehicle and wanted to cancel their policy. *** was sent a
check on 5/7/and the company states she cashed on 5/27/14. When she traded in the vehicle here at John L Sullivan on 4/23/15 a portion of the down payment was coming from both cancellations; Gap and Service contract. We didn't know the Gap policy was already cancelled and *** had received the refund. I called *** on Friday and left a message but had the opportunity to discuss with her today, 7/18/

I am rejecting this response because: I understand the refund of the "accessory" being sent to the lender but the money for the credit card expenses should go to the Toyota credit card company or my self to pay it Sending the money to the lender does me nor my credit report any goodIt was the company's blatant lies and deception that caused me to even open the Toyota credit card accountI would have gladly returned the vehicle before opening an account that was going to take a hit on my credit report with unknown finance chargesTherefore I believe those monies need not be sent to the lender but again sent to the credit card company so they may be reflected on the current balance of the credit card.With regard to the brakes and rotors being looked at by a third party companyI have children and yes I opted to take the vehicle to the closest company to be looked atI live approximately 35-minutes away from the John L Sullivan businessI was not going to risk anything happening with that long of a driveThere was no reason after only weeks those mechanical items needed to be replacedRegardless of your opinion of a reputable and certified companyI did what I needed for the safety and concern of my familyWith that said, I have to take my vehicle yet again just this week to get the back brakes and rotors checkedI have had this vehicle days now and it is absolutely ridiculous that these items were not taken care of BEFORE the vehicle was soldNo matter how you look at it your company sold a car that was in an unsafe conditionI will never again return to purchase a vehicle from your company nor tell any one else toThese items may seem small or trivial to your huge company but it is major where my families safety is concernedI hope no one else has to go through these issues with your company,

We are saddened to hear that this guest is other than thrilled with the vehicle purchased.As is the case with all pre-owned vehicles, critical components are inspected and vital elements are reconditioned.  Still, since we work with mechanical commodities, it is entirely possible for components...

to malfunction or wear out after our inspections are done.  Naturally, we apologize in advance for any such surprises.  And we certainly apologize to this customer for a similar occurrence.  In any case, [redacted] has a sound, certified vehicle with warranty coverage in effect.Reportedly, the vehicle has since been fixed at another GM dealer - at no cost to the customer.  And still, the customer confirmed that she wants to keep the car.  Thus, we do not see any residual responsibility for compensation or further mechanical correction.We again appreciate [redacted]'s business, and continue to wish her the very best with her vehicle.

I have spoken with [redacted] twice today & apologized for the unprofessional manor in which his visit to the dealership was handled.  We are still working together with a couple credit unions to get his loan approved closer to his desired payment.  We also found a discrepancy with what...

[redacted] was reporting on his social security number & that was affecting one of the decisions a credit union made.  I spoke with [redacted] about this and he agreed to call [redacted] to clear that up in the meantime to have that credit union take another look at his deal.  We truly agree with him that 23.8% is too high & we are continuing to work on his behalf to obtain a better solution.  I will continue to be in touch with him over the next couple days. [redacted]
Sales Manager

Good afternoon -Naturally, we are saddened and disappointed to hear of any transaction in which a customer is anything other than thrilled with the final result.  In this instance, we'd like to do what we ascertain to be both fair and equitable, considering all of the circumstances.It appears...

that there may indeed have been some inaccurate information communicated by [redacted] and [redacted] during the transaction.  In light of this very real possibility, we've decided to err on behalf of [redacted] and provide reimbursement for both the accessories ($440), and for realized and anticipated credit card expenses ($282.08).  A check totaling $722.08 is currently being processed and forwarded to the lender on her behalf.  [redacted] may expect to see this amount reflected on her outstanding balance over the next billing cycle, or shortly thereafter.On the other hand, we stand behind our mechanical inspection and reconditioning process.  While we have our own repair and maintenance facilities on the premises, the customer chose to engage another company. Unfortunately, it is common practice for third-party repair facilities to exaggerate condition reports and to inflate repair orders, in order to maximize their profits.  We maintain that we are not responsible for the claims and activities of any third-party facility (such as [redacted]). And, we further maintain that we are confident the pre-delivery inspection met the measurements set by safety inspection rules and regulations.Again, we are saddened and disappointed to hear of [redacted]'s apparent concerns.  We hope that this accommodation is perceived as fair and equitable to all parties.  And we continue to hope that [redacted] thoroughly enjoys her vehicle.

The outline of events provided by [redacted] is accurate, yet is missing some key details.  She purchased a vehicle - a Chevrolet Silverado pickup truck - on 7 May 2017, including...

completion of all documentation and physical delivery.  The next day, [redacted] returned wanting to exchange the vehicle under the terms and conditions of the Certified Vehicle Exchange Program.  The dealership subsequently attempted to facilitate her request by exploring other vehicles.  Ultimately, [redacted] left without exchanging vehicles.  However, she left the purchased vehicle at our dealership saying that she’d be back to get it.  Importantly, [redacted] also kept all of the keys to that vehicle.Over the following few days, our organization called to ask why she had not picked up her vehicle. She responded by telling us that she that she never bought a truck from us & that it wasn’t hers.  We agreed to return the vehicle for her, providing that she bring the keys back as well.  She continued to say she never bought a truck from us.  We towed the truck she'd purchased to her house hoping that she would at least drive the truck back so we could perform a proper return process.  Rather, [redacted] simply had the Silverado towed back to the dealership - without the keys.  Ultimately, the dealership opted to to pay for replacement keys to be cut and programmed for the truck.  Then, we completed an "uncooperative unwind" - effectively returning the vehicle in the absence of the original purchasing customer.  The original transaction has been rescinded & the truck is back in our inventory.  Thus, [redacted] desired outcome has been accommodated in effect.

I have reached out to [redacted] on 8/21/15 and discussed the concerns she is having with the a/c.  After our discussion she is satisfied we are going to look further into her complaint and the issue she is having with the vehicle as well as the extended warranty she purchased in finance.  I...

will contact her on Monday after further investigation.

We are mutually disappointed by the outcome of this transaction.  However, the claims put forth in this complaint are without merit.  Indeed, John L Sullivan Chevrolet did everything within its power to facilitate a reasonable and positive conclusion for Mr. [redacted].First, there is no...

so-called 'spot delivery scam'.  Rather, California vehicle contracts include provisions for vehicle delivery pending subsequent loan approval by the lender.  Sadly, Mr. [redacted] did not receive the desired approval from the involved lending institutions.Second, there is extensive documentation outlining the processes and communications involving this transaction.  The '10-Day letter' was sent on 19 January 2018 - clearly within the 10-day limit following the vehicle delivery on 13 January 2018. And there were multiple attempts to secure credit worthy co-applicants and/or sufficient down payment to satisfy potential lenders.  Indeed, John L Sullivan Chevrolet went so far as to allow Mr. [redacted] to continue driving the vehicle he had selected as financing alternatives were further pursued.  The vehicle was not returned by Mr. [redacted] until 02 February, 2018.Quite simply, Mr. [redacted] did not qualify for the requested loan on the vehicle he'd selected. Further, Mr. [redacted] was unable to produce adequate down payment and/or sufficiently credit worthy co-signer(s) to satisfy lender requirements.  Ultimately, John L Sullivan was left with no alternative but to 'unwind' the vehicle transaction, requiring Mr. [redacted] to return the vehicle to the dealership. Naturally, we continue to wish Mr. [redacted] nothing but the best.

We feel we have made a more than generous offer under the circumstances. Our repairs are not the cause of the problem with this vehicle and therefore not our responsibility. We have made an offer to participate substantially, even though our repairs are not the cause of this consumers problem and we stand firm behind that.

complaint #[redacted]
 
[redacted] states that he was told his cost for an oil change and blade sharpening would be $170.00.  Perhaps he misunderstood but our seasonal special rate for this work is $179.95.  Everyone here quotes that price for anyone that asks.  Any parts that need...

replacing are extra and pick up and delivery back are extra.  [redacted], the owner of Chainsaws Unlimited talked to [redacted] before his tractor was delivered back.  He explained the bill and the fact that it was not running when we picked it up.  It had to be pushed on the truck when we picked it up.   He also explained that the blades were worn out and couldn't be sharpened safely, so we replaced them.  The extra work was required to make the tractor run.  We had thought he was ok with the work done as he told [redacted] he would send a check so we returned the tractor to him in good faith that he would send a check.  We have sent several requests for payment and received no response or phone call from [redacted].
We can remove the labor charge for the additional work which amounts to $70.00 plus the tax. We can also remove the charge of .50 plus tax for the fuel stabilizer because it was well within the special offer expiration dates. We cannot remove the pick up and delivery charge as he requested the pickup.  As to the mower blades; does he wish to return the new ones to us and we can give him his old ones back not sharpened? We cannot sharpen worn out blades as that causes a liability for us should someone get hurt. Please let us know if this acceptable and we can send a revised bill.

On 11-23-16 the vehicle is in for service with the advisor [redacted].  The service department has looked into the warranty with Hyundai.  The warranty is for the original owner and until 100,000 miles.  The sales department tried to work a deal for trading in this vehicle but there...

is too much negative equity to make a deal.  At time of purchase there was an opportunity to purchase an extended warranty.  [redacted] will make a call to [redacted] today.