Bill Bates Painting, LLC

To whom this may concern,We are currently working with our Parts/Service Manager and need to get our GM involved to help find a resolution for the following customer's concernOur GM has been out of town the past ten days and is due back tomorrowWe are scheduling a meeting with our GM to discuss this customer's concerns and to see what we are able to do to help rectify the situation.As soon as we speak with our GM tomorrow we will follow up with any and all updates.Please let me know if there are any questions or if any additional information is needed.Thank you

WE are sending or sent a check to a [redacted] at this address [redacted] ***

Our Business Development Manager [redacted] was aware of this customer prior to the submission of this customer's complaint [redacted] has reached out to this customer and addressed each and every concern to the customer's satisfaction [redacted] is still working with this customer to sell him a vehicle that meets his and his wife's needs We consider this customer's complaint resolved

If we did indeed order the wrong part we would have refunded his moneyThe guest ordered specifically a wiper motor for his particular vehicle and there is only one wiper motor for this vehicleThe guest found that after installing the new wiper motor in his vehicle that he needed another part Since this wiper motor is special ordered and an electrical part and was installed and used on his vehicle it is not available for any return or refundOur paperwork and signage both clearly disclose thisThe second part, a modular, helped resolve the wiper malfunction according to the guestWhether the guest or another shop would have special ordered this wiper motor and installed this part it would not have been eligible for a refundIn addition to the above referenced; this part would not be eligible for resale to any other guest since it has been usedThe dealership declines to offer a refund as asked for

Tell us why here This vehicle was sold "as is", with a 2yr/100k limited powertrain warranty included (no charge) with a $ deductible per covered event/occurrenceThis is a pre-owned vehicle with over 80k miles and it passed our safety inspectionIt also has a clean CarfaxAll of this has been reviewed with Ms***This guest also was offered an extended service contract which she declinedShe also canceled her wheel and tire protection which we refunded to her in full for $in JanuaryThe sale price of the car was $14,and she purchases the lux care for $All of this is documented on her purchase docsUnfortunately we cannot predict what issue could develop on a foreign or any preowned vehicleAt this time I have found nothing else we can assist her withShe could trade her Audi in on another vehicle that she feels might better suit her driving needsHowever after her repeated attempts to demean our store we would no longer be willing to assist her

The customer had an aftermarket lift that impeded the repair of his oil leak(which would have been warranty had it not been lifted) However, we would have had to remove a few of the aftermarket lift items to be able to proceed with the repairs, the additional time was offered to him at his expense since there was no way warranty would have paid the additional 3- hours He declined He also then declined any additional repairs including us mentioning a possible power steering issue/leak that would need to be diagnosed, again he declined The pop noise was heard on the service drive, but again, all of these conversations centered around his aftermarket lift kit and it possibly being related to that The reason my Assistant Mgrdeclined to drive his truck with him was because at that point on the drive he was cursing a storm, being very disrespectful to him and calling him inappropriate names

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me"To Whom It May Concern,Please cancel this complaintKuni Cadillac in Sacramento worked out a satisfactory solution to our recurring problem and service delays.If you have any questions, kindly contact usThank you[redacted]

I am rejecting this response because:By no means was I made aware that this was a special order partI understand that you have a policy of a 35% restocking fee for special order parts, but you never disclosed that I was buying a special order part before the purchase or on the purchase receiptMy conclusion is that this is not a special order part, and I would like my full refund

To whom this may concern, We apologize for the delayed response as this complaint was sent to the GM at Roseville Volkswagen and we want to also inform the Revdex.com that [redacted] is no longer with Roseville Volkswagen so you may want to remove him as a contactI have sent this Revdex.com concern to our new Service Manager [redacted] as [redacted] is no longer with KUNI Chevrolet Cadillac As soon as our new Service Manager sends his response to this complaint we will forward overPlease let us know if there are any questions or if any additional information is neededThank you

I will point to our previous response to this same issueAs all the documentation is clear that there is a 35% restocking feeNo other change in our decision is being viewed by our company at this timeThank you

Also my Service Manager [redacted] followed up with customer [redacted] and we are refunding her the $she is requesting

The complaint in question is handled Our Customer Experience Manager has reached out to the guest and is facilitating a resolution Her name is ***[redacted] ***Awarded GM Mark Of ExcellenceAssistant Service Manager, Kuni Chevrolet CadillacDirect- [redacted] Main- [redacted]

After writing a full reply and hitting Proceed, I received an error message and apparently lost all of my responseI will attempt once again! I will begin by apologizingThis client has misunderstood our intentions as well as how the process worksBelow is my attempt to clear things up: The client spoke with our appointment coordinator (***) and made an appointment for a dead battery concern [redacted] informed the client that the vehicle in question has open recalls that need to be completed in addition to addressing the battery concern The vehicle was dropped off during non service business hoursThe client arrived the following business day and spoke with **, one of our Service Advisors [redacted] began the conversation by explaining that a diagnostic test would need to be performed in order to find what the root cause of the dead battery isThe test requires the client to authorize fees associated with those testsThe customer declined to authorize the diagnostic test The vehicle is equipped with an interlock devise which prevents the car from being started until the driver blows and hums into a breath analyzer and depending on if the analyzer determines the breath is free of alcohol, etc., the vehicle will startThis action needed is difficult at best to duplicate for our people and this is why we now require either the interlock system must be bypassed before we work on these vehicles or the client must be on site and ready to assist in this required action at the time we are readySince our shop has been over loaded due to larger and more time consuming jobs than estimated, we are not in a position to have this client stand by on site The customer needs to work with us and understand our processesWe need to determine the repairs needed and what caused the failureWe are unable to do this without the clients authorization for diagnoses and to work with us concerning the ignition interlock breath analyzer system 1) customer must be readily available to work the interlock system when we are ready to pull the vehicle into the shopCustomer must be on site during the repair to continue to assist with the interlock system or have the system bypassed 2) customer must authorize diagnostic fees to begin our process 3) The customer must authorize recommended repairs as the diagnoses proceeds 4) once the repairs for the dead battery are completed, we can then perform the open recalls NOTE [redacted] If the vehicle's concern of dead battery is directly related to the open recalls, GM will assume responsibility for the battery related repairs I am happy to discuss this process with the customer directly and assist wherever possible [redacted] Service Director [redacted] direct

Please see the response below from our Service Manager for Revdex.com customer Chris Carter“I have been working with the [redacted] on this caseKuni Chevrolet Cadillac is refunding the customer $dollarsWe are also setting up a time next week for customer to bring his vehicle in to have the Clear Mask removed by the company that installed itHe will also be provided a rental vehicle.” Please let me know if there are any questions or if any additional information is neededThank you, [redacted] CSI & Digital Marketing Manager [redacted] **KUNI Chevrolet Cadillac [redacted]

The check was issued and sent to the address we had on file which turns out to be a different address than where this guest residesWe notified them that the check was issued and sent to their other address and they stated they would go to the other house to look at the mailCustomer then did call to confirm they had received the moneyI believe there is no further action to be taken at this timeThe service manager also reviewed all repair questions that were brought up with the [redacted] 's

I am rejecting this response because: Please do not close my file because of untimely responseI do not always pick up my mail at the post office and just today had the opportunity to do so.I understand that Kuni Parts/Service Manager is working to resolve my issue with them and that the GM has been out of town and just returnedNow a meeting will be held between all of them.My initial complaints with Kuni remain the same as per letter to you, however, the hood paint that is between the last damaged area was barely attached and that small area has come off with windy days and simply driving my car.Thank you in advance...Sincerely, [redacted]

To whom this may concern,I met and spoke with the Service Manager *** *** and Service Adviser *** ***After speaking with them both *** said he never told customer *** *** she should call John L Sullivan to see if they would issue her a refund nor did he tell her she should
not have to pay for the $serviceThe service adviser is unsure as to why the customer made the following statementI had our Service Manager pull the customers Ro# *** and there are no notes showing we recommend the customer go to original dealer for reimbursement or note she should not have to pay for the service.*** *** said he has not received any missed calls from the customer nor has he received any voicemails with complaints of a $service charge*** is going to follow up with this customer regardless to see if we are able to get more information and see why the customer is making the following statement.If there are any questions or if any additional information is needed please let me know.Thank you.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and have attached pictures. Three pictures show the three wheels that have the curb rash, one picture shows the scratch on the rear panel. I was only able to attach pictures due to the Revdex.com website limitations. I am anxiously awaiting the business response on a possible resolution.I was away on vacation all last week and had no cell phone service, but am available anytime via email or cell.Thank you,*** ** ***

I am rejecting this response because: that is a lie ,first off nothen was mentioned to me about a $ deductible intell after I bought the car ,I was told all parts and labar was 100% free and the manufacturer warranty was supposed to still b good to but to find out it expired be for I even bought the car from u, and further more ive tried and tried to talk to someone at kuni chevrolet and not once did you guys contact me ,this not once have you guys tried to help me our even talk to me tell now

Our Service Director explained to Miss *** that all repairs recommended were based on components that were tested and proven to be defectiveThese parts and their operational use are directly related to engine drivability concerns and could be related to the specific concern of "intermittent engine stall"The battery was deemed faulty because it would not hold the required volt charge, With all the computers that must work in unison for the vehicle to operate correctly, having less than volts will cause malfunctions to a variety of computer and electrical partsThe Throttle body had also failed (electronically), requiring replacement. The last repair through process of elimination was the ECM. All diagnostic steps used for the engine stall concern follows *** *** diagnostic trouble shooting proceduresIt is unfortunate that this vehicle had multiple component failures that would in fact cause the engine to run poorly and/or cause the engine to stallThe fact that the stall concern was intermittent and difficult to replicate was a factor during diagnostic troubleshooting. Miss *** was given a substantial discount as a courtesy for all repairs authorizedThe approximate $overall discount for this concern is our attempt to show our client that KUNI Service wishes to act as a partner with our client. We understand that often our clients may be unfamiliar with the difficulties involved when repairing cars of today Additional information: During our inspections we also found that the vehicle has other malfunctions such as intermittent airbag messages that will show in the instrument cluster along with various other electrical malfunctionsThe customer was given the opportunity to utilize the discounts offered during this visit to address these additional issues as wellThe Customer declined to have us address these other malfunctions at this time. Should our client decide to address any other issues in the future, we will continue to work with her and offer additional assistanceThank you