Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ I have just spoken to Mrs [redacted] (***) [redacted] and the business they are speaking of is Fenton Motors of TylerI did not sell to them the car or have I ever serviced itFenton Motors of Tyler according to [redacted] was sold and the new owner will not honor the free oil changes for lifeFenton stores are individually owned along with Brad FentonI am sorry I can not help to Mr [redacted] Mr [redacted] also lives in Texas
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ Contact Name and Title: [redacted] General Man Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @fentonmotors.com I want to apologize for the length of time it took to get your cancelation funds to youIt was a mistake on our partA check has been overnighted to your address on this fileYou will receive it tomorrowIf you have any further concerns please let us know
Initial Business Response /* (1000, 5, 2015/06/15) */
We spoke to Mr*** numerous times during this processUnfortunately sometimes when you purchase a used vehicle it takes time to get the proper paperwork in order to get the new owners title work preparedHis title work was mailed
out days late
Mr*** also had to provide a few documents to the lender he went throughHe took a week or two to get those to us and our policy is to wait, to make sure they verify before sending it to the lenderDue to the specific lenders strict verification process of these documents it did take longer than once they received his funding packet
Mr*** was notified of the delay and I personally offered to take care of his late penalties on his tag if he would bring me a receipt showing the amount of those penalties after he brought the vehicle up into his name
We have tried to work with Mr*** but all he has done is call and scream at everyone that he has talked toHe received no "bad treatment" and if he did that would have nothing to do with him not driving his vehicleThe only "bad treatment" received was from him yelling at our employees instead of listening and providing the needed documents to make his situation right
I am still waiting on a copy of his receipt so that I can issue a reimbursement check to him for those penaltiesHe knows about all of this, as he has talked to numerous employees hereUntil I receive a copy of his receipt I cannot help him
*** ***
Director Of Finance
Brad Fenton Motors of Ardmore
I purchased a Chevrolet Traverse from Brad Fenton in Ardmore, Oklahoma back in in September of 2013, I was force fed $worth of extended warranty while financing the vehicle and just decided to play along thinking when I got home to Texas I would cancel it all when I refinanced the car through my credit union and get the same type of warranty and gap insurance through my credit unionWe bought the car using their financial resources because we made the purchase on a weekend and out credit union was not open for businessAs soon as we received the loan paper work from the bank we used to put this deal together I started the process of cancelling the warranty and the gap insurance' Long story short I made trips in the past months to Ardmore (hours one way), filled out the forms several timers and tried to fax them but their fax machine would not take them most of the time, several phone calls where they throw you into their automated system and it basically spits you out if they don't want to deal with youTwo weeks ago I finally got the extended warranty refunded after finally talking to someone on the phone and threatening legal action but they still owe me for the GAP insurance which amounts to about $Don't deal with these folksThese are the most dishonest business people I have ever dealt with in my life
Mr*** originally came in on April 6th His concern at htat time was that his ac was not workingAfter diagnosis we found that his ac compressor had failed and recommended replacing itHe was advised at that time that General Motors no longer manufactured factory ac compressors for
his Caprice and we would have to get him an aftermarket compressorWe informed him at that time that the aftermarket part would come with month warranty that covered the part only and no laborWe installed the compressor, orifice turbe, and manifold hoseMr*** came in months ago regarding a noise coming from his car but the ac was working at that timeThe General Manager at the time and myself told him we didn't mind looking at his vehicle at no cost to himAt that time the customer the customer did not want to leave the vehicle with us for a diagnosisWhen Mr*** came back in which was march 29th, his ac was no longer workingI proceeded to tell him that if it was his ac compressor causing the problem we could get the part warrantied but labor would be at his expenseTo try and help the situation I told him I could give him a discount of $off the labor, but he declined the offer and got in his vehicle and left
Initial Business Response /* (1000, 5, 2015/10/22) */
I have just spoken to Mrs. [redacted] and the business they are speaking of is Fenton Motors of Tyler. I did not sell to them the car or have I ever serviced it. Fenton Motors of Tyler according to [redacted] was sold and the new...
owner will not honor the free oil changes for life. Fenton stores are individually owned along with Brad Fenton. I am sorry I can not help to Mr. [redacted]. Mr. [redacted] also lives in Texas.
Initial Business Response /* (1000, 5, 2015/12/02) */
Contact Name and Title: [redacted] General Man
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fentonmotors.com
I want to apologize for the length of time it took to get your cancelation funds to you. It was a mistake on our...
part. A check has been overnighted to your address on this file. You will receive it tomorrow. If you have any further concerns please let us know.
Initial Business Response /* (1000, 11, 2015/02/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rocketmail.com
Paper work we have on file for [redacted] shows she bought the vehicle for $21,180. Brad Fenton Motors of Ardmore...
has not done anything wrong with her purchase. And we are not responsible for customers failure to pay 2 years from purchase
Initial Consumer Rebuttal /* (3000, 13, 2015/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
you are a bunch of lairs and cheaters; I have not missed one car payment, the salesman was misleading as I stated before and would like the original price of 15,999 that you offered you said you were paying tax title and license as a courtesy because I lived out on state and you added it to the contract, I was told the car was 15,999
I stand by my previous complaint
I want the world to know the kind of business that you are running and UN willing to correct your mistake, YOU TOOK ADVANTAGE OF ME
Final Business Response /* (4000, 17, 2015/03/11) */
The Customer read, signed, and agreed to the terms two years ago. And was aware of what was going on to get her car deal done. Nobody was trying to take advantage we love our customers and try to take care of them the best we can.
Initial Business Response /* (1000, 5, 2015/03/10) */
Contact Name and Title: [redacted] CSI MANAGE
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rocketmail.com
This is a commercial vehicle with over 100,000 miles on it. The first time the customer came in it was on...
8/26/2014 The transfer case needed to be replaced and the transmission cross member was broken and welded together not by Fenton GM. Transmission pan also was damaged the customer paid $3978.61 on this visit truck left the dealership and everything was going great. Customer came in second time on 11/21/2014 at our expense we tested the TCM found that the shift cylinoid was cutting out. And we fixed all the wiring in the vehicle. Customer paid $440.00 and our records indicate we did not charge the customer for labor or parts this visit for customer satisfaction. Customers left happy and everything working fine on the vehicle. Customer comes in again on 12/9/2014 we couldn't not find anything wrong with the vehicle and could not duplicate the problem we had the vehicle for eight days. Then we refunded the customer $466.00 for their inconvenience. That was the last time the customer came in. We have done our very best to give this customer the best possible service.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we first took the truck in on 8-26-2014, Fenton told us while they were checking out the problem we were having, the transfer case broke. So they said we needed a new one and that we needed to replace the crossmember also. They stated that fixing this and flushing the transmission would fix the problem. That is when we paid the $3978.61 when we picked up the vehicle. A few months later the truck began doing the same thing it did in August besides the transmission overheating. On 11-21-2014, we took the truck back to Fenton since they were the ones that originally repaired the vehicle and it was suppose to be under warranty. They then stated after looking at the truck that it was something totally different from what they said was wrong in August and that we would need to pay an additional amount to fix it. When both my husband and I tried to tell Will that it was the same problem we were repeatedly told it was not. That is when we asked to talk to the Service Manager [redacted] who informed us that it was a separate problem even though we kept stating it was doing the same thing. We repeatedly told them we did not want to pay an additional amount to repair something we had already paid almost $4000 to fix.That is when [redacted] said that we would have to pay the additional amount in order for them to repair the truck yet again. He then stated that they would only charge us for the part and no labor for all the inconvenience the dealership had caused us. Since we needed the truck in order for my husband to work, we went ahead with the repairs. I asked [redacted] if he was 100 percent sure that this would fix the truck since they had told us the first time that it would fix it and it did not and he stated that this would indeed fix the problem. They changed the transmission control module which they stated was around $400. When they test drove the truck it was still messing up. [redacted] said that they would not charge us for that since it did not fix the truck after he stated that it would. They then said that it was a shift solenoid and would replace it. This part was only $25.25 list price. They then decided to charge us $396 in labor cost instead of the agreed upon part only cost. Frustrated yet again with Fenton, we paid the $396 on XX-X-XXXX so that we could get our truck back. They did not fix all wiring in the truck as Lacey Phillips stated, they inspected the wiring. They also stated that they left the new transmission control module on the truck for all the trouble and would not charge us for it and when my husband looked at the part in the dealership shop, he noticed that it was not new it was the old one. They did not know what to say and just said that they thought it was the new one and my husband told them they needed to redo the paperwork showing that it was not the new one. He also had them write down that a leak he had them check was not anything major like they stated. I do not know where they came up with $440 that [redacted] states they charged us because that is not the correct amount. I also do not know why she stated that they did not charge us labor when in fact my records show that they did. She also states that the customer left happy when in fact he did not since the truck had to keep getting put back in the shop. On XX-X-XXXX when my husband took the truck back yet again, as previously stated, Will witnessed the truck messing up. After having it for 9 days not 8 like Lacey stated, they said they could not find anything else wrong with it and said for us to come get it. They told us that they drove the truck for a long period of time when in fact they did not since the mileage was only 70 miles more then when it was dropped off to Fenton. As previously stated, 83 miles into our almost 4 hour drive home, the truck did in fact mess up again. Had Fenton actually driven the truck as they stated they did, they would have surely witnessed the truck messing up just as Will had upon arrival. We were never refunded any money from Fenton and I do not know where Lacey got the amount of $466 from. We were very upset with Fenton and when we called them the next day to tell them it messed up again, they wanted us to make the almost 4 hour trip again so that they could look at the truck. We told them they had it for 9 days and did nothing to fix it and that we could not continue to pay for fuel to get the truck back and forth to their dealership when they had just told us after 9 days they couldn't find a problem. [redacted] agreed that 4 hours was along drive so they would refund us our money so that we could get the truck repaired closer to where we lived. We never received a refund and I have my phone records and messages online showing that we were not satisfied with them and showing that we were trying to get a refund and they would no longer respond to us. [redacted] stated that they did not have answering services anymore and that I would have to wait until after the holidays to see if a check would come in the mail. No check from Fenton has ever been received. All attempts to get a refund from this dealership have been ignored. We believe now that none of the repairs they stated needed to be done were true and that we paid a total of $4374.61 to Fenton plus fuel and lost wages and continued having the same problem with the truck. We have already taken the truck to another dealership and they found the problem immediately upon arrival and have repaired what Fenton kept insisting was not happening. Fenton did not try their best to give us the best service. They ignored our calls and messages, they would insist on repairs that did not fix our truck, and then they would deny any of what was said took place. We had horrible customer service from Will who will deny major parts of conversations that took place between either my husband and him or Will and me. [redacted] seemed to want to help us until he realized all the trouble and then he too began to not give us any service what so ever. We have all documents showing what we paid and how many times we called Fenton. Whatever records Lacey claims to have are false since some of the amounts she states we paid or that they refunded to us are wrong. This proves that Fenton Chevrolet will lie to customers and try to hide the fact that they knowingly charged us for repairs that did not fix our vehicle.
Final Business Response /* (4000, 11, 2015/04/06) */
Customer has been assisted with their service bill as well they have been refunded for electrical repair they had done. Transfer case was making noise. They had to have it repaired to take the vehicle home. We have no further resolutions for the customer.
Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ I have just spoken to Mrs [redacted] (***) [redacted] and the business they are speaking of is Fenton Motors of TylerI did not sell to them the car or have I ever serviced itFenton Motors of Tyler according to [redacted] was sold and the new owner will not honor the free oil changes for lifeFenton stores are individually owned along with Brad FentonI am sorry I can not help to Mr [redacted] Mr [redacted] also lives in Texas
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ Contact Name and Title: [redacted] General Man Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @fentonmotors.com I want to apologize for the length of time it took to get your cancelation funds to youIt was a mistake on our partA check has been overnighted to your address on this fileYou will receive it tomorrowIf you have any further concerns please let us know
Initial Business Response /* (1000, 5, 2015/06/15) */
We spoke to Mr*** numerous times during this processUnfortunately sometimes when you purchase a used vehicle it takes time to get the proper paperwork in order to get the new owners title work preparedHis title work was mailed
out days late
Mr*** also had to provide a few documents to the lender he went throughHe took a week or two to get those to us and our policy is to wait, to make sure they verify before sending it to the lenderDue to the specific lenders strict verification process of these documents it did take longer than once they received his funding packet
Mr*** was notified of the delay and I personally offered to take care of his late penalties on his tag if he would bring me a receipt showing the amount of those penalties after he brought the vehicle up into his name
We have tried to work with Mr*** but all he has done is call and scream at everyone that he has talked toHe received no "bad treatment" and if he did that would have nothing to do with him not driving his vehicleThe only "bad treatment" received was from him yelling at our employees instead of listening and providing the needed documents to make his situation right
I am still waiting on a copy of his receipt so that I can issue a reimbursement check to him for those penaltiesHe knows about all of this, as he has talked to numerous employees hereUntil I receive a copy of his receipt I cannot help him
*** ***
Director Of Finance
Brad Fenton Motors of Ardmore
I purchased a Chevrolet Traverse from Brad Fenton in Ardmore, Oklahoma back in in September of 2013, I was force fed $worth of extended warranty while financing the vehicle and just decided to play along thinking when I got home to Texas I would cancel it all when I refinanced the car through my credit union and get the same type of warranty and gap insurance through my credit unionWe bought the car using their financial resources because we made the purchase on a weekend and out credit union was not open for businessAs soon as we received the loan paper work from the bank we used to put this deal together I started the process of cancelling the warranty and the gap insurance' Long story short I made trips in the past months to Ardmore (hours one way), filled out the forms several timers and tried to fax them but their fax machine would not take them most of the time, several phone calls where they throw you into their automated system and it basically spits you out if they don't want to deal with youTwo weeks ago I finally got the extended warranty refunded after finally talking to someone on the phone and threatening legal action but they still owe me for the GAP insurance which amounts to about $Don't deal with these folksThese are the most dishonest business people I have ever dealt with in my life
Mr*** originally came in on April 6th His concern at htat time was that his ac was not workingAfter diagnosis we found that his ac compressor had failed and recommended replacing itHe was advised at that time that General Motors no longer manufactured factory ac compressors for
his Caprice and we would have to get him an aftermarket compressorWe informed him at that time that the aftermarket part would come with month warranty that covered the part only and no laborWe installed the compressor, orifice turbe, and manifold hoseMr*** came in months ago regarding a noise coming from his car but the ac was working at that timeThe General Manager at the time and myself told him we didn't mind looking at his vehicle at no cost to himAt that time the customer the customer did not want to leave the vehicle with us for a diagnosisWhen Mr*** came back in which was march 29th, his ac was no longer workingI proceeded to tell him that if it was his ac compressor causing the problem we could get the part warrantied but labor would be at his expenseTo try and help the situation I told him I could give him a discount of $off the labor, but he declined the offer and got in his vehicle and left
Initial Business Response /* (1000, 5, 2015/10/22) */
I have just spoken to Mrs. [redacted] and the business they are speaking of is Fenton Motors of Tyler. I did not sell to them the car or have I ever serviced it. Fenton Motors of Tyler according to [redacted] was sold and the new...
owner will not honor the free oil changes for life. Fenton stores are individually owned along with Brad Fenton. I am sorry I can not help to Mr. [redacted]. Mr. [redacted] also lives in Texas.
Initial Business Response /* (1000, 5, 2015/12/02) */
Contact Name and Title: [redacted] General Man
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fentonmotors.com
I want to apologize for the length of time it took to get your cancelation funds to you. It was a mistake on our...
part. A check has been overnighted to your address on this file. You will receive it tomorrow. If you have any further concerns please let us know.
Initial Business Response /* (1000, 11, 2015/02/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rocketmail.com
Paper work we have on file for [redacted] shows she bought the vehicle for $21,180. Brad Fenton Motors of Ardmore...
has not done anything wrong with her purchase. And we are not responsible for customers failure to pay 2 years from purchase
Initial Consumer Rebuttal /* (3000, 13, 2015/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
you are a bunch of lairs and cheaters; I have not missed one car payment, the salesman was misleading as I stated before and would like the original price of 15,999 that you offered you said you were paying tax title and license as a courtesy because I lived out on state and you added it to the contract, I was told the car was 15,999
I stand by my previous complaint
I want the world to know the kind of business that you are running and UN willing to correct your mistake, YOU TOOK ADVANTAGE OF ME
Final Business Response /* (4000, 17, 2015/03/11) */
The Customer read, signed, and agreed to the terms two years ago. And was aware of what was going on to get her car deal done. Nobody was trying to take advantage we love our customers and try to take care of them the best we can.
Initial Business Response /* (1000, 5, 2015/03/10) */
Contact Name and Title: [redacted] CSI MANAGE
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rocketmail.com
This is a commercial vehicle with over 100,000 miles on it. The first time the customer came in it was on...
8/26/2014 The transfer case needed to be replaced and the transmission cross member was broken and welded together not by Fenton GM. Transmission pan also was damaged the customer paid $3978.61 on this visit truck left the dealership and everything was going great. Customer came in second time on 11/21/2014 at our expense we tested the TCM found that the shift cylinoid was cutting out. And we fixed all the wiring in the vehicle. Customer paid $440.00 and our records indicate we did not charge the customer for labor or parts this visit for customer satisfaction. Customers left happy and everything working fine on the vehicle. Customer comes in again on 12/9/2014 we couldn't not find anything wrong with the vehicle and could not duplicate the problem we had the vehicle for eight days. Then we refunded the customer $466.00 for their inconvenience. That was the last time the customer came in. We have done our very best to give this customer the best possible service.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we first took the truck in on 8-26-2014, Fenton told us while they were checking out the problem we were having, the transfer case broke. So they said we needed a new one and that we needed to replace the crossmember also. They stated that fixing this and flushing the transmission would fix the problem. That is when we paid the $3978.61 when we picked up the vehicle. A few months later the truck began doing the same thing it did in August besides the transmission overheating. On 11-21-2014, we took the truck back to Fenton since they were the ones that originally repaired the vehicle and it was suppose to be under warranty. They then stated after looking at the truck that it was something totally different from what they said was wrong in August and that we would need to pay an additional amount to fix it. When both my husband and I tried to tell Will that it was the same problem we were repeatedly told it was not. That is when we asked to talk to the Service Manager [redacted] who informed us that it was a separate problem even though we kept stating it was doing the same thing. We repeatedly told them we did not want to pay an additional amount to repair something we had already paid almost $4000 to fix.That is when [redacted] said that we would have to pay the additional amount in order for them to repair the truck yet again. He then stated that they would only charge us for the part and no labor for all the inconvenience the dealership had caused us. Since we needed the truck in order for my husband to work, we went ahead with the repairs. I asked [redacted] if he was 100 percent sure that this would fix the truck since they had told us the first time that it would fix it and it did not and he stated that this would indeed fix the problem. They changed the transmission control module which they stated was around $400. When they test drove the truck it was still messing up. [redacted] said that they would not charge us for that since it did not fix the truck after he stated that it would. They then said that it was a shift solenoid and would replace it. This part was only $25.25 list price. They then decided to charge us $396 in labor cost instead of the agreed upon part only cost. Frustrated yet again with Fenton, we paid the $396 on XX-X-XXXX so that we could get our truck back. They did not fix all wiring in the truck as Lacey Phillips stated, they inspected the wiring. They also stated that they left the new transmission control module on the truck for all the trouble and would not charge us for it and when my husband looked at the part in the dealership shop, he noticed that it was not new it was the old one. They did not know what to say and just said that they thought it was the new one and my husband told them they needed to redo the paperwork showing that it was not the new one. He also had them write down that a leak he had them check was not anything major like they stated. I do not know where they came up with $440 that [redacted] states they charged us because that is not the correct amount. I also do not know why she stated that they did not charge us labor when in fact my records show that they did. She also states that the customer left happy when in fact he did not since the truck had to keep getting put back in the shop. On XX-X-XXXX when my husband took the truck back yet again, as previously stated, Will witnessed the truck messing up. After having it for 9 days not 8 like Lacey stated, they said they could not find anything else wrong with it and said for us to come get it. They told us that they drove the truck for a long period of time when in fact they did not since the mileage was only 70 miles more then when it was dropped off to Fenton. As previously stated, 83 miles into our almost 4 hour drive home, the truck did in fact mess up again. Had Fenton actually driven the truck as they stated they did, they would have surely witnessed the truck messing up just as Will had upon arrival. We were never refunded any money from Fenton and I do not know where Lacey got the amount of $466 from. We were very upset with Fenton and when we called them the next day to tell them it messed up again, they wanted us to make the almost 4 hour trip again so that they could look at the truck. We told them they had it for 9 days and did nothing to fix it and that we could not continue to pay for fuel to get the truck back and forth to their dealership when they had just told us after 9 days they couldn't find a problem. [redacted] agreed that 4 hours was along drive so they would refund us our money so that we could get the truck repaired closer to where we lived. We never received a refund and I have my phone records and messages online showing that we were not satisfied with them and showing that we were trying to get a refund and they would no longer respond to us. [redacted] stated that they did not have answering services anymore and that I would have to wait until after the holidays to see if a check would come in the mail. No check from Fenton has ever been received. All attempts to get a refund from this dealership have been ignored. We believe now that none of the repairs they stated needed to be done were true and that we paid a total of $4374.61 to Fenton plus fuel and lost wages and continued having the same problem with the truck. We have already taken the truck to another dealership and they found the problem immediately upon arrival and have repaired what Fenton kept insisting was not happening. Fenton did not try their best to give us the best service. They ignored our calls and messages, they would insist on repairs that did not fix our truck, and then they would deny any of what was said took place. We had horrible customer service from Will who will deny major parts of conversations that took place between either my husband and him or Will and me. [redacted] seemed to want to help us until he realized all the trouble and then he too began to not give us any service what so ever. We have all documents showing what we paid and how many times we called Fenton. Whatever records Lacey claims to have are false since some of the amounts she states we paid or that they refunded to us are wrong. This proves that Fenton Chevrolet will lie to customers and try to hide the fact that they knowingly charged us for repairs that did not fix our vehicle.
Final Business Response /* (4000, 11, 2015/04/06) */
Customer has been assisted with their service bill as well they have been refunded for electrical repair they had done. Transfer case was making noise. They had to have it repaired to take the vehicle home. We have no further resolutions for the customer.