Bob Krihwan Pontiac - GMC Truck, Inc.

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

TALKED WITH CUSTOMER TODAY MAILED REFUND TODAY

Spoke with the consumer we have offered to reimburse him for the cost of the undercoating As far the parts for towing these are on the truck The BLIS was not listed on the options invoice He did sign that invoice He has since cleaned the hand print off the dash.***
***Sales Manager

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I have received the refund check
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
To address Mr***’s response to my complaint, I was well aware of the vehicle being years old when I made the purchase, which I why I indeed opted for the extended service planUnfortunately, this situation has escalated well beyond the matter of my purchase; it delves deep into the integrity of the Duncan Ford Dealership employeesThe one and only time Mr*** had a discussion of reimbursement of keys for the two vehicles was on Wednesday October 18thAt that time, he stated he would be glad to make that reimbursementHe suggested that I email the receipts, as he frequently checks his emails throughout the day and could address the matter promptlyI was not able to find time in my schedule to get a key made for the Chevrolet until several days laterAs well, I was not able to locate the $receipt for the keys made for the IsuzuAll of this was explained to Mr*** in the *** letter and accompanying documents on Wednesday November 15thI will be happy to provide both the fax and email confirmations confirming my correspondencesMight I add that this is not the first time my calls, faxes and emails went unaddressedMy previous communications with Mr*** *** were ignored, as were my calls placed to Mr*** and Mr*** after November 1stOn November 1st at 9:36am, I spoke with Mr*** with concerns about the costs I was faced with in repairing my vehicleInitially, he transferred me over to Mr*** ***Mr*** was not pleased when I insisted that Mr*** transfer me back to Mr*** to handle the situationAt that time, the conversation between me and Mr*** focused only on the matter of costs and whether or not I had to take time off work to go to *** to retrieve my vehicle in order to bring it back to Duncan Ford to handle the repairsWhile I am embarrassed to acknowledge this, I demanded that Mr*** contact Mr***, who was out of the office this day, and the two of them make some sort of arrangements to handle the matterWhen I did not hear back from Mr*** that day, after calling several other times up until 3:59pm, I made the decision to authorize *** Chevrolet in ***, VA to make the repairsPreviously, in my conversations on November 18th and 19th with Mr*** and Mr*** *** at Duncan Ford, both persons acknowledged that the presumed repairs on the vehicle were probably beyond the scope of repairs that could be offered by Duncan Ford’s mechanicsThere was never any conversation between Mr*** and I on November 1st that pertained to the reimbursement of keys for the vehiclesAs for the DVD repairs, I have given four employees of Duncan Ford ample opportunities to address this issue, beginning August 26th, that day after making the purchaseFor this reason, as well as how I have been treated since August 26th, I prefer not to step foot back on Duncan Ford’s propertyInstead, I would suggest having Mr*** make arrangements with *** Radio, a local, reliable audio electronics dealerFinally, this whole situation goes far beyond a dollar valueAs previously stated, the customer service that has been provided, not just on the major auto repairs, but the minuscule keys and DVD player, has been utmost appallingNonetheless, I promise that my words describing and documenting everything that has transpired are of truth and meritOn the contrary, Mr***’s response to my complaint does not accurately reflect the events as they occurredShould he have any disputes to my statements, I can gladly provide tangible documentation substantiating my claimsUnfortunately, I do not have access to scan the actual fax and email confirmation notices to include with this response, but I did provide the original fax cover letter. With all this being said, it is still my desire to be reimbursed the $as previously stipulatedShould Duncan Ford hold firm in the decision to not come to an amicable agreement in the matter, I sincerely hope that this complaint will at least serve to thwart customers from making any further purchases from this dealership one thousand-fold Sincerely, ~*** ***~

Good morning I'm *** ***, service manager with Duncan Ford Chrysler and am responding to *** ***'s concern Honestly, he has a legitimate concern but unfortunately, a lot of the issue has to do with the policies and procedures set forth by Chrysler When his vehicle was
first towed in, we were very far behind and we only have one Chrysler transmission tech so it was a while before it was diagnosed Once the vehicle was in the shop, we had a hard time verifying the concern Once we verified the concern, it was not anything easy to diagnose We were in constant contact with Chrysler technical assistance and had a lot of components to test and one that had us replace Eventually, they had us replace the transmission Most Chrysler transmissions come full from the factory and when they don't, they put a large not on the box that specifies the transmission is not full and it needs to be filled After replacing the transmission the technician checked the transmission fluid by means (using a dipstick) and it looked OK We took the vehicle on several test drives and it seemed to do OK After Mr*** picked up his vehicle, the concern returnedThis time we got the vehicle in right away We got in contact with Chrysler again and had to go through more tests It was then that they asked us to release the hydraulic pressure on the transmission and drain the gear box to see how much fluid comes outIt was at that time we were informed that the transmission did not come filled from the factory Most of the time when replacing a large powertrain component through Chrysler, you have to tear it down and obtain prior I asked Chrysler if we still needed prior approval and was told to ask our warranty administrator; she said she wasn't sure but to ask the rep I tried for three weeks before getting a final answer from my rep Just before I left on vacation, I was told to tear down the transmission (the tech had an engine torn down on his lift at that time.) After he was able to tear the transmission down, we obtained prior approval and ordered the transmission The transmission arrived Friday, September 4, we were close Labor Day and the tech began installing the new transmission Tuesday September The vehicle should be ready September or I understand Mr***s' frustration and I hate this process has been such a pain; it has been rough for us as well Unfortunately there are certain policies that we have to follow and some of them were questionable and it took a while getting answers Mr***s has been in a rental vehicle the whole time Usually we don't cover rental vehicles unless the vehicle was purchased here but we made an exception in his case seeing that it was at another dealer before it came here.Thanks***

Customer is trading his vehicle for a new we gave him back what he paid to resolve this matter

Hey [redacted], the check for 47 bucks was mailed out today.

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response offer 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.I have not spoken to [redacted]e. [redacted] did call however. I did accept a refund for the shotty undercoating. I found it odd that the check I received was dated July 3, 2017. Especially since they said I never told them of my complaints until after I had the truck over 30 days. July 3rd is prior to having the truck 30 days. They have not offered to put nitrogen in the tires or to clean the truck. [redacted]e has never accepted that the blind spot alert was not ordered because he had not ordered it after I had requested it. Even their own salesman, [redacted], remembered me asking for it. I did sign the order form but thought the BLIS option was included in one of the other tow packages that was ordered. I trusted that the sales manager knew what he was doing.
Regards,
[redacted]

I have reviewed the response offer 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.I have not been able to take my vehicle to [redacted]'s Radio in the 5 day time frame allotted in order to get an estimate to repair the DVD player. Additionally, this is a problem that should have been resolved 4 months ago by Duncan Ford. As for reimbursement of the keys for the 2 purchased vehicles, I have provided a receipt for the $35 key made for the Chevrolet by way of email directly to Mr. [redacted], as well as faxed to the company and again in an attachment pertaining to this dispute. There is no reason for Mr. [redacted] to claim that has not been provided satisfactorily. Unfortunately, I have not been able to locate the $12 receipt made for the Isuzu. I have also made Mr. [redacted] aware of this by all means indicated above. For this reason I understand his reluctance to pay that particular amount. Again, I stand my ground that Duncan Ford has provided horrible customer service since August 26, 2017 and it is my hope that by way of this complaint to Revdex.com that many other customers will be deterred from making any purchases from this car dealership, or even making any recommendations to friends or family.
Regards,
[redacted]

CUSTOMER BROUGHT VEHICLE IN 5-22 AND WE REPLACED REPAIRED NECESSARY PARTS,  CUSTOMER SAID COMPLAINT IS SATISFIED.

This is in response to Ms. [redacted]'s complaint. The 2005 Isuzu Ascender is a 12 year old vehicle that was sold  'AS IS" which means there is no warranty with the dealership. There was an extended service plan that was sold to Ms. [redacted] at the time of purchase.My service manager talked to [redacted]...

[redacted] to try and assist with the extended service plan. Unfortunately there is a limited amount that we can do if it is at another dealership.The mechanical issues were addressed with the warranty company. There were some items that wasn't covered. I talked to Ms. [redacted] about the keys in November and told her to bring in the receipts and she would be reimbursed. I have not received said receipts. On November 1 when I spoke to Ms. [redacted], it was my understanding she would call us when she needed a vehicle to drive. I never received a return call. As for the DVD player, if Ms.[redacted] would like to have it diagnosed, we will be glad to discuss it with her to decide the next course of action. Thank you for your time.

I have reviewed the response offer 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.Although the defective parts were replaced,  I do not consider this complaint resolved until I receive a written apology from the manager.  Due to the fact that he would not resolve my original problem without involving the VA State Police with regards to the safety issues that his business was at fault for.  I also was forced to take time off from work to have this issue resolved which I shouldn't have needed to do had he been willing to work with me prior to filing the complaint.
Regards,
[redacted]

As per our previous conversation, we will be glad to reimburse her for the keys. If she will get an estimate on the DVD, we will make a decision on the scope of our assistance. As for the $650.87, that is what the extended service company did not pay. We do not feel it is our responsibility to cover what the extended service plan did not. Thank you for your time.

Unfortunately, the BLIS package was not included in the contract. Mr. [redacted] was not charged for the package.  Mr. [redacted] states that Duncan Ford Mercury Chrysler Dodge Jeep will fill the truck tires with nitrogen and clean the truck.  Please call Mr. [redacted] to set an appointment.