Bowling Green Music Center

My wife is not agreeing to sending a new car to their body shop for repair. It was purchased as a new car not a blemished car to be sent to a body shop. That means its not a new car and shouldn't have been sold as a new car. At new car price.

All--to clarify.  I offered to 100% rescind the deal, make her financially whole from the original purchase, including the tax savings from her...

trade-in.  She stated that this was not something that she wanted to do, and that she does like the Trax.  So at this point Im not sure that this claim should go against us.There is nothing we can do to satisfy her, including take the vehicle back.

I spoke with Dave M[redacted] who stated that he has spoke with our factory rep who did in fact authorize the repairs to me made through our body shop, the customer refused to have body work performed so they authorized an accessory voucher so the customer could purchase any accessory they wanted in an effort to satisfy them. The manufacturer declined a repurchase do to the fact it is a minor paint flaw.We have offered everything within the manufacturers guidelines to remedy the complaint and have been unable to do so.The Dealership is not willing to repurchase the vehicle and sell them the upgraded trim level at the original purchased price. We are still willing to perform a warranty repair and will insure the customer is satisfied with our paint work. The dealership carries a lifetime warranty on all paint repairs.ThanksPat D[redacted] Service Director Coughlin Automotive ###-###-####

Mr [redacted] has been contacted by our General Manager David M[redacted] prior to this complaint being filed. Mr. M[redacted] explained that the check would go directly to the lien holder which is [redacted].The check was issued on 9/22/2015 with a note to credit customers unpaid loan balance as you can see in the...

attachment.We cannot control how long it takes [redacted] to post the credit to his account.If you have any questions please give me a call.

The comments from the dealership are not satisfactory. I'm not one to respond to in accurate information. However, 2 parts of the response is incorrect. First a comprehensive loss has a deductible, usually $250, $500, or $1000. Which 2 out of the 3 are under the deductible for this incident. Second issue is that a claim would impact a person’s insurance premiums because of frequency review. The insurance is for damage that you cause to your vehicle or are responsible for your vehicle. This, again is not my responsibility. The other information I would like to share is the location of the damage, it is very low on the window. For the damage to occur in this location is rare. (This info from the glass company). It is more likely that a tool slid or was set on the windshield causing the damage. The aerodynamics for a rock or other flying object does not line up as the upward thrust of air from the hood to the windshield would push debris to a high impact then so low on the windshield.  So again, I ask that for resolution, Coughlin reimburse me for the damage that was created in their care of my vehicle.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
Ryan H[redacted]

I spoke with the consumer,  the vehicle was wholesaled to another dealership which is his current employer. He purchased the vehicle from his place of employment. I'm not sure if he purchased the vehicle "as is" or not. That would be a question for the retailing dealership ( [redacted]...

[redacted] ). In an effort to assist the consumer I have asked that he bring the vehicle to our Dodge dealership so we can properly diagnose the condition. Once we get the proper diagnosis I will work with the consumer in the hopes that we can come to a satisfactory resolution.Thank You, Pat D[redacted]

It is unfortunate that we are a first come first serve business. We apologize for the any inconvenience we may have caused her.
Our Director of Sales has reached out to the consumer and we will do our very best to get the vehicle she desires without any hassle.

We will reimburse the customer the $112 as requested. Our service manager Brandon D[redacted] will contact the customer to arrange the refund.Thanks Pat D[redacted]

In response to your inquiry:1.  There is no documentation available from the mechanic the vehicle was taken to prior to Coughlin.  This shop does not charge for diagnosis if repair is beyond the shop's capability.2.  There was no documentation provided by Coughlin.3.  There is no documentation from the independent mechanic the vehicle was taken to after Coughlin.  The replacement engine provider (Jasper) will have the failed engine retuned to them for rebuild.  As of today, the new engine has been delivered to the mechanic and he is in the process of removing the old engine.4.  The text of the letter to GMC follows:-----March 1, 2016GMC Customer Assistance CenterP.O. Box 33172Detroit, MI 48232-5172To Whom it may Concern:I grew up with GM cars.  My first new car was a Camaro Berlinetta.  I have always relied on GM because of historical performance and reliability.  In 2000 I bought a new Jimmy that, unfortunately, was totaled a few years back with around 200,000 miles on it.  I never had an engine problem with the Jimmy; in fact it was getting the same gas mileage as the day I drove it off the lot.  I never had any engine issues with any GM. So, naturally, I sought another GMC.I bought a used 2007 Yukon to replace the Jimmy.  At the time it had around 70K miles and I have put around 100K on it since.  To make a long story short, cylinder four failed.  The local  dealer is quoting a new engine at $7000.00 with a one-year 100K mile warranty.  I love this vehicle, but am hesitant to invest in another likely failure with a new replacement engine.  The warranty itself indicates GM does not have faith in the engine performance after 1 year.  (New 2016 Yukons have a 5 year warranty on the powertrain.)I want to express my disappointment with the 5.3L AFM engine.  Had I known at the time of purchase about the high failure rate between 130-150K miles on this model, especially since I have been told by several mechanics "I see this all the time," I would not have bought the Yukon.  Second, since my Yukon made it to 170K plus before a catastrophic failure, I must have taken better care of my Yukon than most.Even with lifelong GM loyalty (I am 57, a Navy veteran and disabled due to the actions of a drunk driver) I am uncomfortable and uncertain that replacing the engine is a good investment.  This is disappointing since I have willingly invested a few thousand in other mechanical and computer repairs over the past two years, made my final loan payment a few months ago, and have no other vehicle available with adequate towing capacity for my needs.Very respectfully,I understand that documentation is lacking regarding the status of the engine oil through this episode.  I also admit that, regardless of the drained oil, the engine was failing.  The letter above to GMC was written prior to my recovering the car from Coughlin's lot and the oil level was not an issue at the time.  Either someone mistakenly drained the oil at the dealer or there is a mischievous individual in my community who drains the oil from used vehicles in dealer lots (and does so neatly).  All I can say is that there was no oil in the car when it was retrieved, I don't understand why or how it happened, and GMC (locally or HQ) is unresponsive in regards to either the engine failure or my experience with the dealer, other than demanding payment for their "diagnosis."

I reviewed the response made by the business in reference to complaint ID [redacted], and received exactly what I expected in return. I did make contact with the manager ( I assumed his response was made prematurely) and he made clear that I signed the contract, but I should have been made aware of ALL the details of the loan and the bank guidelines. My complaint was not only the interest rate, it was the refinancing issue, bank rules and regulations, etc.  I also understand the employees in question are no longer employed at this facility.  We can only assume this business is making the right steps to help customers understand the process- as that is their job!I will no longer support this business.  
Regards,
Amanda [redacted]

First off I would like to apologize for any miscommunication that occurred. We will gladly refund the $35.00 and would like to bring him back in to rotate the tires at no charge.Our service manager will reach out to him to resolve and send a check.Thanks,Pat D[redacted]

Pat D[redacted]Coughlin Automotive Group PO Box 1480 Pataskala OH 43062Dear Pat D[redacted]: This message concerns complaint ID 11720801 filed on 9/19/2016. The consumer is taking his Malibu to an independent body shop to get a written opinion of the problems. Thank you for your reply the other day. At this time, we are requesting further information or material as follows. Please respond to all five questions: You noted, "I spoke with Dave M[redacted] who stated that he has spoke with our factory rep who did in fact authorize the repairs to me made through our body shop ..." This would be at no cost to the consumer, right?The consumer would not be obligated to accept this as a solution unless the car was fixed to his satisfaction, right?  Consumer says "the problem is not paint blemishes. It is metal flaw from factory. It also has many issues of misalignment of chrome metal trims, doors , hood, and inner door hitting dash when shut." Would the body work try to fix all these problems? Consumer said, "I also stated to Dave M[redacted] that it needed attention soon because of miles being put on the car and he stated that would not make a difference." What exactly does that mean?Consumer said, "I also ask for any documontation for place of origin as to where vehicle was sent from and so forth ..." He says he didn't get it. Would you please send me it soon?   Business Response:1) no charge to customer, its warranty.2) correct3) yes4) it means we have the problem noted and it will be taken care of under warranty, the time and mileage doesnt matter5) I will have Dave send you the build plant but all that info is on the window sticker when it was purchased.

Coughlin Automotive has addressed the warranty issues with the truck and I am satisfied with the results.

We will send the consumer a check for $275.00 Please apologize on our behalf.Thanks,Pat D[redacted]###-###-####

The vehicle is currently in our shop for further diagnosis. We have replaced rear tires, the rear drive shaft and several other components suggested by Dodge. The Dodge rep is involved in the diagnosis of the vibration. The vehicle has also been to another Dodge dealer with no resolution. I will be...

involved from this point forward with an acceptable resolution to the customers concern.

Windshields can crack at any time especially in extreme cold weather. We did verify a chip in the windshield at the beginning of the crack ( which is usually how they start ).This type of repair is typically cover under comprehensive damage with their insurance carrier with no deductible and no rick...

of premium increase. It should be sent to their insurance company.

We will not reimburse her for "personal issues".We have offered to repair any issues she may have with her vehicle. Paint chips are not covered under the manufacturers warranty. She has an appointment for tomorrow 3/25 to address any drivability concerns she may be having. We will, once again, offer...

to touch up her paint chips as a goodwill gesture, again this is NOT a manufacturers defect in workmanship and is not a warrantable situation.Pat D[redacted]###-###-####

I would like to see what he has to say.  Tuesday is a a heavy work day and Thursday would be better.
I reviewed the response made by the business in reference to complaint ID [redacted], and hope to fine the resolution to be satisfactory.
Regards,
[redacted]

I handled this with Mr. [redacted] on the phone while he was driving within hours of him leaving here. His final bill was nearly $100.00 over what he said he was quoted on the phone, and over what was written on the back of the hard card. He told me he was aware if this when he picked the vehicle up,...

but was too short on time to discuss it with anyone to correct it, he just paid the bill and left. He told me he was quoted $790. and the final bill came to $896.87.There was not a quote written on the front of the hard card, but on the back of the hard card there is a quote for $790.20. I apologized and looked into it and called him back within an hour.  There was a $45.00 core charge left on the repair order that should have been removed when we returned the customer's original starter to the parts dept, and he was charged 3 hours labor. When I looked into it, the most time I could justify was 1.7 hours labor. (1.0 hours diagnostic time/push vehicle into shop, etc. and .7 hrs to replace the starter.) I checked ALLDATA for what they show appropriate pricing is and it showed an Original Equipment starter lists for $522.00 We sold the customer the starter for $490.20 which is what ** shows list price to be. The starter we sold him is a remanufactured starter, it is the ONLY original equipment starter [redacted] makes for this vehicle. After reviewing what happened I refunded Mr. [redacted] $203.00 and apologized for our error. This brings his total paid to $693.87, which is below what the customer says he was quoted, and is what the repair quote should have been in the first place. Mr [redacted] asked me directly if my refund only brought his total to what it should have been and I said it did. I remember this because I thought he was bothered by this and I thought he felt he should have gotten some kind of discount below what the price should have been. -Rich D[redacted]