Bob Ruwart Motors

As we have previously responded we have had certified [redacted] certified technicians look at Ms ***s truck and could not duplicate any of her concernsIn the interest of customer satisfaction we ordered mirror parts thinking they could vibrate at higher speeds than we were willing to drive.We set an appointment for Ms [redacted] for December the 3rd wich she did not show up forTo clarify a few points Ms ***s truck is a model not 2008, the truck was still in it's bumper to bumper warranty period until December 10,Please make no mistake customer satisfaction is of the utmost concern in our businessWe would have no reason not to fix this truck and make our customer happy and we would have gotten paid from [redacted] for doing the work.At this point we have exhausted our resources, and combined with no cooperation from Ms [redacted] have nothing left to offer.Sincerely.Mark G [redacted] General Sales Manager307-322-

Complaint: [redacted] I am rejecting this response because: Nothing has been resolvedOnly service work documents were requested Regards, [redacted] ***

Thank you for geting the repair bill over to reviewAfter having a chance to review this whole transaction
We did offer her to bring this vehicle back to my dealership to fix the rear heater problem, and the buyer did not want to do thatShe instead took the vehicle to a independent repair shop, and not a General Motors dealershipIt looks like the problem was mis diagnosed times before they got the got the problem solvedI would be willing to solve the problem with the customer if she would be willing to contact me directly
Thank you,
*** ***
###-###-####

I have sent the work order to fax that was provided by the auto dealership as requested on 3/18/
Thanks ***

Here is the purchase agreement that was requested
Thanks ***

As we have previously responded we have had certified ** certified technicians look at Ms [redacted]s truck and could not duplicate any of her concerns. In the interest of customer satisfaction we ordered mirror parts thinking they could vibrate at higher speeds than we were willing to drive.We set an appointment for Ms [redacted] for December the 3rd wich she did not show up for. To clarify a few points Ms [redacted]s truck is a 2013 model not 2008, the truck was still in it's bumper to bumper warranty period until December 10,2015. Please make no mistake customer satisfaction is of the utmost concern in our business. We would have no reason not to fix this truck and make our customer happy and we would have gotten paid from [redacted] for doing the work.At this point we have exhausted our resources, and combined with no cooperation from Ms. [redacted] have nothing left to offer.
Sincerely.
Mark G[redacted]
General Sales Manager
307-322-3146

[redacted]...

[redacted]
On November 2, 2015, Ms. [redacted] purchased a used 2013 [redacted] with 24,713 miles.  The vehicle had remaining bumper to bumper warranty in addition to Powertrain and emissions warranties.  The vehicle was inspected on October 27, 2015 by the service department prior to the sale to Ms. [redacted] where the oil was changed and a complete vehicle inspection was performed.  On November 23, 2015, Ms. [redacted] brought the truck into the service department with the following concerns:
1.       The radio will not play music over her USB port from her iPod.2.       The doors will lock at random times not how she selected.3.       The mirrors vibrate in the wind.4.       The stabilitrack light is not working properly.5.       The backup camera does not go off right away when shifting out of reverse. A certified ** technician worked on the truck, his findings are listed below:1.       Technician and service manager verified operation on the USB by using a different iPhone and lightning connector as the customer’s lightning connector showed signs of wear. Verified operation with a third iPod and all truck and radio functions work as designed.2.       The settings were set to lock at speed, advised the customer of such and changed settings to lock in park.3.       The mirrors are large tow mirrors that extend further from the truck and operate similarly to factory new trucks.  Advised customer of such and that new mirrors may not change anything. Checked for service bulletins and tightness of mirrors and glass.  Vibration depends on wind direction and appears to lessen with lower wind.4.       The stabiltrack light will say off when pushed.  The system by default is on when the truck is turned on.  When the light is illuminated it is off and no lights appear on the dash when the truck is turned on.5.       The camera system has a delay in turning off as designed  by ** as it is a safety system to ensure nothing is dragging behind the vehicle after backing.  The truck is working as designed. Ms. [redacted] expressed that she was unhappy and stated that she expected her truck to be fixed. We offered to have another technician look at her truck and was arranged to have the truck in on December 1, 2015.  The same concerns were noted and another certified technician tested her truck.  Additionally, the service manager and sales manager each took independent drives to verify operation.  Similar conclusions were determined though we offered to Ms. [redacted] that we would replace the mirror actuators to see if there was a decrease in vibration.  It was explained to Ms. [redacted] that we had a financial benefit to perform the work as the truck was under warranty with [redacted].  Further, if upon verification with [redacted], the mirrors or any other part was found to not be defective, that we would incur a chargeback for the work performed.  It was explained that all systems were operating as designed though we would replace the mirrors for customer satisfaction and that parts were ordered.  Ms. [redacted] stated that she was in town for work and that she was returning home on Friday, December 4, 2015.  The service director asked to schedule her truck for Thursday December 3 prior to her leaving.  She did not show up for scheduled appointment.  We have all parts to replace her mirrors though she is now living approximately 4 hours away.  As a result of this notification, Bob Ruwart Motors will reach out to the customer to offer to set up an appointment with another dealership closer to her home or set up an appointment if she is closer to our area. We feel we have done everything in our power to satisfy Ms. [redacted]s concerns and will continue to work with her if she feels so inclined. If I can be of further assistance please don’t hesitate to call [redacted].Thank you,Mark G[redacted]

[redacted]...

[redacted]
On November 2, 2015, Ms. [redacted] purchased a used 2013 [redacted] with 24,713 miles.  The vehicle had remaining bumper to bumper warranty in addition to Powertrain and emissions warranties.  The vehicle was inspected on October 27, 2015 by the service department prior to the sale to Ms. [redacted] where the oil was changed and a complete vehicle inspection was performed.  On November 23, 2015, Ms. [redacted] brought the truck into the service department with the following concerns:1.       The radio will not play music over her USB port from her iPod.2.       The doors will lock at random times not how she selected.3.       The mirrors vibrate in the wind.4.       The stabilitrack light is not working properly.5.       The backup camera does not go off right away when shifting out of reverse. A certified ** technician worked on the truck, his findings are listed below:1.       Technician and service manager verified operation on the USB by using a different iPhone and lightning connector as the customer’s lightning connector showed signs of wear. Verified operation with a third iPod and all truck and radio functions work as designed.2.       The settings were set to lock at speed, advised the customer of such and changed settings to lock in park.3.       The mirrors are large tow mirrors that extend further from the truck and operate similarly to factory new trucks.  Advised customer of such and that new mirrors may not change anything. Checked for service bulletins and tightness of mirrors and glass.  Vibration depends on wind direction and appears to lessen with lower wind.4.       The stabiltrack light will say off when pushed.  The system by default is on when the truck is turned on.  When the light is illuminated it is off and no lights appear on the dash when the truck is turned on.5.       The camera system has a delay in turning off as designed  by ** as it is a safety system to ensure nothing is dragging behind the vehicle after backing.  The truck is working as designed. Ms. [redacted] expressed that she was unhappy and stated that she expected her truck to be fixed. We offered to have another technician look at her truck and was arranged to have the truck in on December 1, 2015.  The same concerns were noted and another certified technician tested her truck.  Additionally, the service manager and sales manager each took independent drives to verify operation.  Similar conclusions were determined though we offered to Ms. [redacted] that we would replace the mirror actuators to see if there was a decrease in vibration.  It was explained to Ms. [redacted] that we had a financial benefit to perform the work as the truck was under warranty with [redacted].  Further, if upon verification with [redacted], the mirrors or any other part was found to not be defective, that we would incur a chargeback for the work performed.  It was explained that all systems were operating as designed though we would replace the mirrors for customer satisfaction and that parts were ordered.  Ms. [redacted] stated that she was in town for work and that she was returning home on Friday, December 4, 2015.  The service director asked to schedule her truck for Thursday December 3 prior to her leaving.  She did not show up for scheduled appointment.  We have all parts to replace her mirrors though she is now living approximately 4 hours away.  As a result of this notification, Bob Ruwart Motors will reach out to the customer to offer to set up an appointment with another dealership closer to her home or set up an appointment if she is closer to our area. We feel we have done everything in our power to satisfy Ms. [redacted]s concerns and will continue to work with her if she feels so inclined. If I can be of further assistance please don’t hesitate to call [redacted].Thank you,Mark G[redacted]

Please send supporting documents for the service work to [redacted] at ###-###-#### fax.
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Nothing has been resolved. Only service work documents were requested.
Regards,
[redacted]

As we have previously responded we have had certified ** certified technicians look at Ms [redacted]s truck and could not duplicate any of her concerns. In the interest of customer satisfaction we ordered mirror parts thinking they could vibrate at higher speeds than we were willing to drive.We set an appointment for Ms [redacted] for December the 3rd wich she did not show up for. To clarify a few points Ms [redacted]s truck is a 2013 model not 2008, the truck was still in it's bumper to bumper warranty period until December 10,2015. Please make no mistake customer satisfaction is of the utmost concern in our business. We would have no reason not to fix this truck and make our customer happy and we would have gotten paid from [redacted] for doing the work.At this point we have exhausted our resources, and combined with no cooperation from Ms. [redacted] have nothing left to offer.Sincerely.Mark G[redacted]General Sales Manager307-322-3146

Complaint: [redacted]
I am rejecting this response because: I had the truck back there more than once and they could not fix it. Further more they did not offer anything at either visit about the mirrors accept there was nothing wrong with them, and yes I was told two other people drove it and nothing was wrong with them. Which is why the mechanic could do nothing to them. His response was is 2008 truck does that it's normal.  The same mechanic looked at the truck both times.  He claimed nothing was wrong with any of it either time. So now they want me to bring it back for a third time?  Anytime I talked to someone there they advised me to take it somewhere else when I was a mile away from them. So now bring it back or take it somewhere else. The bumper to bumper has expired on it now so it will cost me money. With the snowy roads I have no clue when I could get it back to them. It just comes down to back service. 
Regards,
[redacted]