Bill Bates Painting, LLC

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.

[redacted] purchased a special order part from our parts department. They signed the form that stated if they returned the part their would be a restocking charge of 35%. This is on their paperwork and also posted in parts department for all to see. They have been explained this several...

times but just don't care and want their money back. We have explained to them repeatedly and will not be returning the restocking fee. The parts department explained this to them, the parts manager explained it to them and I explained it to them. The representative from Sun Valley has increasingly become more agitated and belligerent and we told them not to call us anymore.

I am rejecting this response because:This response is a bunch of [redacted]. I can show you my phone statement that I've called multiple times. [redacted] and Joe don't want to get in trouble is what's actually going on here. Joe told me that information in person when I went to pay because he explained to me that the problem was from something added to my wiring from [redacted].  My response was why am I paying this then and he said to contact [redacted] because the Chevy locations are under separate ownership and ask them to be refunded. [redacted] sent me back to Kuni stating that since they removed it that now it's Kuni's problem to refund. Your employees just don't want to get in trouble instead of actually helping a customer. That's sad! Still haven't heard from [redacted] or his manager who I also left a message for. I even had the woman who answered the phone write up a message and deliver it to [redacted] since he wasn't responding to my voicemails just in case your voicemail system was having a problem. Even after that, no response. Kuni just doesn't care is the bottom line. I've seen other complaints online about [redacted] being unresponsive to customers which is why I ended calling his boss too.

In purchasing the part, we were not under the impression that this was a special order part. Nowhere on the receipt did we find it saying that this is a special order part. With that said, the reason for my persistence is that in all my years working in the industry, including all the people I have worked with in the industry, no one has ever heard of a $314.50 restocking fee. The most that anybody has been charged, is a shipping fee of about $30, which we are willing to pay. This is extremely unreasonable and we are willing to pay a much more reasonable restocking fee of $30 to cover shipping.

I am rejecting this response because:By no
means was I made aware that this was a special order part. I
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 receipt. My
conclusion is that this is not a special order part, and I would like
my full refund.

Kuni Chevrolet - Cadillac does not possess any documentation to identify what the $142.00 charge is. Please submit a document so it may be reviewed. Please forward to [redacted] at email address [redacted]
Thank you,
[redacted], Parts and Service Director

If we did indeed order the wrong part we would have refunded his money. The guest ordered specifically a wiper motor for his particular vehicle and there is only one wiper motor for this vehicle. The 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 refund. Our paperwork and signage both clearly disclose this. The second part, a modular, helped resolve the wiper malfunction according to the guest. Whether the guest or another shop would have special ordered this wiper motor and installed this part it would not have been eligible for a refund. In addition to the above referenced; this part would not be eligible for resale to any other guest since it has been used. The dealership declines to offer a refund as asked for.

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 concern. Our GM has been out of town the past ten days and is due back tomorrow. We 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.

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.

Tell us why here...This vehicle was brought into service department for the vehicle hitting a foreign object. It was determined that the front differential was damaged and needed to be replaced. Parts were discontinued leaving no choice but to obtain a used unit. The vehicle now has been...

brought back with an additional 153 miles being driven. This vehicle was brought in on December 29th, 2016 and it was determined to have a loose axle not a leak. The transaction has been reviewed between the customer with Kuni Chevrolet-Cadillac's Production Service Manager [redacted] and Service Advisor **.  The front differential will be replaced with another used unit. This will be at no charge to the customer and there is no reason for a refund. There are no delays in this process. All leaks have been addressed and are not from the repairs, non-related and declined any futher repair. Customer was given an update on Jan. 12th, 2016.

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].[redacted]Awarded GM Mark Of ExcellenceAssistant Service Manager, Kuni Chevrolet...

CadillacDirect- [redacted]Main- [redacted]

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 contact. I 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 over. Please let us 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]

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 complaint. Kuni Cadillac in Sacramento worked out a satisfactory solution to our recurring problem and service delays.If you have any questions, kindly contact us. Thank you.[redacted]
[redacted]

Tell us why here...
This vehicle was sold "as is", with a
2yr/100k limited powertrain warranty included (no charge) with a $200.00
deductible per covered event/occurrence. This is a 2008 pre-owned vehicle with over 80k miles
and it passed our safety inspection. It also has a clean Carfax. All...

of this
has been reviewed with Ms. [redacted]. This guest also was offered an extended
service contract which she declined. She also canceled her wheel and tire
protection which we refunded to her in full for $995.00 in January. The sale
price of the car was $14,900 and she purchases the lux care for $999.00. All of
this is documented on her purchase docs. Unfortunately we cannot predict what
issue could develop on a foreign or any preowned vehicle. At this time I have
found nothing else we can assist her with. She could trade her Audi in on
another vehicle that she feels might better suit her driving needs. However
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- 5 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 Mgr. declined 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.

I am rejecting this response because:they have not call or talk to me at all. They have not request my new address to send the refund. I do not kmow who they spoke but it was not me. How do I confirm this information?

After writing a full reply and hitting Proceed, I received an error message and apparently lost all of my response. I will attempt once again!
I will begin by apologizing. This client has misunderstood our intentions as well as how the process works. Below is my attempt to clear things up:
The client spoke with our appointment coordinator ([redacted]) 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 hours. The client arrived the following business day and spoke with **, one of our Service Advisors. ** 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 is. The test requires the client to authorize fees associated with those tests. The 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 start. This 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 ready. Since 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 processes. We need to determine the repairs needed and what caused the failure. We 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 shop. Customer 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* 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.

I will point to our previous response to this same issue. As all the documentation is clear that there is a 35% restocking fee. No other change in our decision is being viewed by our company at this time. Thank you.

To whom this may concern,I was able to reach the customer today October 24th at 6:01PM over the phone and they said to call back tomorrow between 10AM and 11AM to discuss their concern. I let the customer know I would be reaching back out to them and they said they looked forward to speaking...

with me in regards to their concern.I will send another follow up tomorrow once I am able to speak with the customer.Please let me know if there are any questions or if any additional information is needed.Thank you.