Bruce Lowrie Chevrolet Inc

Complaint: ***
I am rejecting this response because:
BBecause I still haven' heard from Mr *** and my bank verfited that my account is not show many credit from Bruce LowrrRegards,
*** ***

I read the response provided by Mr*** Prior to taking my Equinox in for repair on 04/28/I spoke with Mr.*** and informed him we needed a heater core I did not specify it had a leakI told Mr*** coolant was coming out on the windshield and could not be removedYes, I drove the car for two weeks unaware there was a problem with the heater core until the engine light came on and the smell of overheating returned.To pay an additional $for a repair that should have been addressed originally is unacceptable and unsatisfactory customer service

I appreciate you sending me
concern of Shirley B. Harris and Lonnie Harris. They brought their 2007 Chevrolet
Equinox with 122,685 miles into our Service Department on 4-28-15.  A General Motors history was checked on the
vehicle which indicated the vehicle was out of warranty. The...

vehicle had 1
warranty item filed on 10-2-12 on a fuel tank pump replaced.
Records indicate thru Carfax that
the vehicle was purchased from Lynn Smith Chevrolet and serviced there from Oil
changes to Nitrogen in the tires for a total of 22 times the last being on 4-28-2015
with the miles of 122,676. On the
same day they did they performed a maintenance inspection and oil change from
Lynn Smith Chevrolet they brought the vehicle to our shop with 9 more miles.
The Service writer was told that
a coolant smell and fluid from the heater core was leaking.  Also the engine light was on. We then had our
certified General Motors Technician [redacted] and our Service Shop
Manager [redacted] a World Class General Motors Technician inspect the
vehicle. A pressure test was performed on the vehicle. It was found that the
heater core was not leaking. It was observed and noted on the Repair Order that
the coolant level was low and a visible leak to the ground was coming from the
water pump. The system was retested and no leaks found. The check engine light
gave a code indicating the EGR Valve was sticking.
Before repairs of the vehicle the
customer was contacted and told of the findings and to get an authorization to
repair vehicle. The authorization was given and noted on the ticket. The
repairs were made and the codes were cleared. A quality control inspection was
made on the vehicle by Mr. Dearing. The customer picked up the vehicle and paid
for the service on 5-4-15.
On 5-19-19 the vehicle was
returned and the customer stated the check engine light was back on and it had
been here two weeks ago for that.  Also
stated was a coolant smell was back.
Another pressure test was
performed on the vehicle. The customer was advised that the heater core needed
to be replaced because it was showing a leak. Also, the Emission’s Vapor
Canister needed replaced from the engine light now on. The Canister was
replaced free for the customer for customer satisfaction. The heater core repair
was over $957.00, but was quoted to the customer at a discount of $700.00 for
customer satisfaction again.
The failure of the water pump was
visible and a 45 minute pressure test was performed with no leaks. There was no
misdiagnosis on the repair. The heater core failure or smell was not brought
back to the dealer for two weeks. Indicating there was not a known problem.
I could wonder if the heater core didn’t
expand or had some foreign particles in a pin hole of a leak of the first
pressure test. It’s possible. The fact remains that no leak was found. If a
leak had been found then, there still would have been the same charge for the
visible leaking water pump and a leaking heater core. Since no leak was found
no charge or replacement was charged to the customer.
As a reputable dealership family
owned and operated since 1922, we felt a need to help customer and gave a
discount on the repair of the heater core. The customer received a free
Emissions Vapor Canister. There was no charge for the second engine light code.
I will ask that the integrity,
history, and the attempts of customer satisfaction not be questioned from the
Certified General Motors Mechanics and Bruce Lowrie Chevrolet. For any
inconvenience or customer satisfaction the free parts and discounts apply. We
will still honor the discounted price to repair The Harris’s car and will be
happy to assist them in any way possible we are allowed to have a happy
customer.

I responded to the email that was sent to me.

Better Business...

Bureau                                     ...⇄ Complaint [redacted]Dispute Resolution, Arbitration/Auto LinePhone: 512-445-4748Attn: [redacted]   Dear Ms. [redacted], I appreciate you sending me concern of [redacted]. Mr. [redacted] brought in his vehicle a 2012 Chevrolet Equinox [redacted] 128,677 miles on 12/05/2017. The vehicle came in with Oil leak concerns. It was diagnosed with an oil that the leak coming from the engine pan. Also the water pump was leaking coolant. Due to the miles and length of time of ownership the repair was not covered by warranty. The problems were then discussed with Mr. [redacted] and he Okayed the repair. During the repair by taking off the timing cover it was discovered the Timing chains were worn and loose. The customer was notified and the repairs were authorized. The repair came to $1963.37. Mr. [redacted] did complain about the price, so the Manager [redacted] revived the Repair Order and felt like a labor operation was overlapping another repair. So, the price was changed and an additional discount was given for customer satisfaction. Mr [redacted] was advised. The car was picked up. On 12-23-17 the engine light came on indicating a problem. Mr. [redacted] brought it back in and sated the light was on and could smell raw fuel. It was again diagnosed and the Check engine light produced a code P0420/ Catalytic Exhaust problem and P0300 Engine Misfire Code, The repair was discussed with Mr. [redacted]. On this visit Mr. [redacted] contacted Chevrolet and it was discussed the he had just had some problems non related to this concern. After the discussion with Chevrolet the Factory offered a reduce cost from $1366.81 to 589.00. Mr. [redacted] decided to take the offer the factory offered. I am sorry about Mr. [redacted]s’ wife and wish her the best. I am sorry for any hardship he and his wife were placed in due to her surgery and his car needing repair. We try and offer a loaner vehicle to all the customers that are under the factory warranty but, we have to schedule it sometimes. We do try and work with People like Mr. [redacted] in need of a car even when it is not under warranty.  I am happy to assist Mr. [redacted] in any way possible and still if the engine light is on we are willing to look at it. We have not been contact by Mr. [redacted] since his last pickup because we didn’t know of any existing problem. Please extend my offer to assist if he still has a concern.  I have reviewed his repairs and all were offered at a lower price and even help from the factory in an out of warranty repair his vehicle.  Sincerely,  [redacted]
General Manager

Thank you for your response. A copy of the credit was placed with the Revdex.com correspondence. Please contact your holder of your Visa Card. Also check the receipt that the last 4 numbers match your card, because we don't not have the card to verify. Mr. [redacted] will call you today for any clarification. The charge and credit was made the same day. Thank you,[redacted]
General Manager

Better Business...

Bureau                                     ...⇄ Dispute Resolution, Arbitration/Auto Line Phone: 512-445-4748 Attn: [redacted]       Dear Ms. [redacted],   I appreciate you sending me concern of [redacted], Mr. [redacted] came to the dealership on 12/29/17 with a complaint under Repair Order [redacted] on the tire sensor and motor mount broken. The department that handles the tire monitor pulled the parts and during this time Mr. [redacted] stated he could not wait any longer that he would come back. A labor operation had already been set up and charged to the Repair order and to his credit card. of $99.36  Since he decided to reset the appointment a credit was made the same day to his credit card $99.36 (Please see attached Repair Order Credit and Charge Card Credit Receipt)on 12-29-17. An appointment was set up on 01-02-18 and he returned and all work was preformed that Mr. [redacted] desired. and he paid his bill of $538.04. On the appointment Jan 2, he did decline the tire monitor repair. Mr. [redacted] was charged $99.36 and credited $99.36 the same day on 12-29-17. We did advise Mr. [redacted] it could take up to 10 days for the charges and credit to show up on his Visa. Mr. [redacted] our Service Manager has tried to reach out to Mr. [redacted] to explain again he has already received the credit.     Sincerely,     [redacted]
General Manager   Attachments