Bryner Chevrolet, Incorporated

Bryner Chevrolet is a family owned and operated business, we have been in business over years and have always enjoyed a great reputation in our community When this customer came to our showroom we did not have the vehicle he desired in stock We offered to locate the vehicle from another dealership The salesperson took a non-refundable deposit on the vehicle subject to Bryner Chevrolet being able to acquire the vehicle While the deposit was taken, the salesperson checked the GM Card point balance but did not redeem the points The Salesperson told the customer he would redeem the points once we secured the vehicle and the customer was agreeableThe Salesperson called the customer several hours later to inform him we secured the vehicle and were going to redeem his points The customer called back and hour later and informed the salesperson he was now working with another dealership The customer said he had gotten a better offer on his trade, so the Sales Manager offered to increase the trade figure and the customer was agreeable to the new figures At that point, the Salesperson and the Sales Manager thought the deal was still in good standing A few days later the Salesperson received a call from another Dealership asking for the GM Points to be refunded- until this call Bryner Chevrolet did not hear back from the customer cancelling the deal or informing us that the deal was being cancelled The Salesperson told the other Dealership he could not refund the points until he heard from the customer When the customer called in and informed the Sales Manager he was cancelling the deal, we did refund the GM Card points It did take several calls to refund the points because we needed to hear from the customer first The refund is issued by the GM Card assistance center and they needed to hear from us that it was ok to refund the points In the future, I would encourage this customer not to leave a non-refundable deposit, sign a buyers order, and commit to a vehicle if they are not ready to purchase that particular vehicle As far as the $non-refundable deposit, we told the customer we would refund the money once the vehicle was sold The vehicle was recently sold, and per our commitment, we will process a refund

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Although parts of their response was not truthful I am nonetheless satisfied with the desired outcome and I will in the future make sure I go to a dealer that will respect my wishes, and take my business there

Bryner Chevrolet is a family owned and operated business, we have been in business over 80 years and have always enjoyed a great reputation in our community.  When this customer came to our showroom we did not have the vehicle he desired in stock.  We offered to locate the vehicle from...

another dealership.  The salesperson took a non-refundable deposit on the vehicle subject to Bryner Chevrolet being able to acquire the vehicle.  While the deposit was taken, the salesperson checked the GM Card point balance but did not redeem the points.  The Salesperson told the customer he would redeem the points once we secured the vehicle and the customer was agreeable. The Salesperson called the customer several hours later to inform him we secured the vehicle and were going to redeem his points.  The customer called back and hour later and informed the salesperson he was now working with another dealership.   The customer said he had gotten a better offer on his trade, so the Sales Manager offered to increase the trade figure and the customer was agreeable to the new figures.  At that point, the Salesperson and the Sales Manager thought the deal was still in good standing.  A few days later the Salesperson received a call from another Dealership asking for the GM Points to be refunded- until this call Bryner Chevrolet did not hear back from the customer cancelling the deal or informing us that the deal was being cancelled.  The Salesperson told the other Dealership he could not refund the points until he heard from the customer.  When the customer called in and informed the Sales Manager he was cancelling the deal, we did refund the GM Card points.  It did take several calls to refund the points because we needed to hear from the customer first.  The refund is issued by the GM Card assistance center and they needed to hear from us that it was ok to refund the points.   In the future, I would encourage this customer not to leave a non-refundable deposit, sign a buyers order, and commit to a vehicle if they are not ready to purchase that particular vehicle.   As far as the $300 non-refundable deposit, we told the customer we would refund the money once the vehicle was sold.  The vehicle was recently sold, and per our commitment, we will process a refund.

Review: On Wednesday Oct. 2nd 2013 I took my 2008 Chevy Colorado to Bryner Chevrolet for a check engine light that was on , I spoke to service adviser [redacted]. and he said it would cost $ 108.00 just to check it so I gave the go ahead. I also stated to **.[redacted] that I had installed a [redacted] air charger high flow intake kit which probably caused the light to come on . It was 11:17 when he was handed the keys and he said he would have it looked at at 1:pm so I said OK . At about 3:pm he said that he did not know if it was the mass air sensor or the computer. I then said that the vehicle only has 26,000 miles on it , he then said it could cost me $ 350.00 dollars ,I then said that no and to return the vehicle to me and that I felt I was being taken and that's what he printed on the receipt with no code showing that he had put my truck on the computer showing the problem. I went home after paying the $ 108.00 plus tax total $ 114.48 and called [redacted] 1-800 number and spoke to a **. [redacted] at the manufacturing plant and explained what happened, he asked for the code that the service dealer put on my receipt and I told him that they did not put one on it. He then stated that [redacted] products are extensively tested and that they stand behind their product, and that the oil on the filters do not cause damage to any components on the engine, I still feel that they were trying to sell me something I did not need just to make money they also did not have my license number on the receipt and for having the truck that long when a computer tells them in minutes what the problem is , which also made me suspicious of their business practices.Desired Settlement: I was hoping to have a good Dealer to service my truck when I would need but after this I dont think so

Business

Response:

**. [redacted] requested a diagnosis of his Service Engine Soon

lamp. He agreed to the diagnosis fee of $108.00 for an initial check of his

vehicle. We then proceeded with the diagnosis. There were 2 codes set, [redacted]

and [redacted]. We gave **. [redacted] progress report of his vehicle. We informed **. [redacted] of the possible causes

of the codes set. We advised him that the mass air flow sensor or the PCM could

potentially cause the Service Engine Soon Lamp to illuminate. The cost quote of

$350.00 was a preliminary cost estimate of the possible Mass Air Flow sensor

replacement. This quote was not the final estimate of repair. We did not have a

full diagnosis at that time. At that point **. [redacted] wanted us to stop all

diagnosis and wanted take his vehicle. He stated that “I feel like I am being

taken.” At that point we attempted to explain the complexity of the repair, and

he declined further repairs. Therefore the time spent is and was justified and

the $108.00 diagnosis fee remains.

Review: Customer presented vehicle with a check engine light. Mentioned to sevice department that transmission "seems" to be hesitating. Service put on machine which showed (2) transmission codes. Service claimed they couldn't know what it was by the codes. Customer had aftermarket warranty. Charged customer $200 FOR DIAGNOSTIC FEE for warranty company to come out to look at the vehicle at their facility. Customer left still not knowing what was wrong unless they paid an additional $800 to investigate further but instead the service department only said it needed a whole new transmission. Gave customer a quote of $3500 and sent them on their way. Did not even bother to ask if they were interested in getting it fixed. I usually deal with with [redacted] (for my Cadillac and Saturn) whom I LOVE but for some reason I was assigned to [redacted] who was not very cordial, friendly or helpful. I hope to never deal with [redacted] again as this was the most frustrating experience.Desired Settlement: Customer went to another repair facility and was able to get a diagnosis with NO FEE. Warranty company said they denied claim at Bryner Chevrolet because service center wanted to replace whole transmission (more money) that was not needed. Just a few components needed to be replaced and was covered under aftermarket warranty. Bryner Chevrolet basically received $200 for nothing, no diagnostic report or solution, or repair. The other repair facility completed the repair (covered under warranty) and the vehicle is running perfectly.

Business

Response:

Review: This business has completed unauthorized and unnecessary repairs on many occasions. However, I am writing today about a disheartening situation that occurred on 10/27/13. I brought my car in for an inspection, oil change and to check the "check engine" light that continues to appear on my car's dashboard. I requested the completion of these services over the phone and documented them as stated when I dropped of my car. However, although I paid $238, I still do not have my car inspected and have no documentation to support their costly evaluation of my vehicle. The details are as follows: I was told by a Bryner consultant, that my car needed to be run on the "computer" to determine why the check engine light was on, however I received no written report of the findings instead, I received a recommendation to repair a $300+ part in my vehicle and a whole other set of requirements totaling $700 before my vehicle passes inspection. Needless to say, I opted "out" of the repairs, and have pursued another trustworthy mechanic who informed that I should have a detailed report from the computer check up. In other words, it cost $95 to run it through the same battery of tests elsewhere to determine the nature of the problem. Furthermore, as often is the case with this business "their" requirements for inspection exceeds the state recommendations and although I paid emissions & inspections fees, I did not receive the emissions and inspection stickers because they are deeming additional work necessary.

It should be noted, that I only use this service center because until recently my car was under warranty, and my original Saturn dealer went out-of-business and this service center took on their clients.

In addition to the more costly repairs and services documented above I also have had other "common" services that I have been overcharged for, as well. For example, during this last visit 10/27 I was charged $40 for and oil change which included a tire rotation (that I did not request or agree to), even though I had a service coupon for $19.99. They refused to honor their own coupon stating that they had already done the rotation. This is the 3rd time in the last 8 months that this has occurred. If I had been asked I would have told them that I had my tires replaced on 10/4 and that this service was unnecessary, but as stated above this service center has a reputation for overcharging, and setting higher expectations than the state requires for inspection & repairs.Desired Settlement: I would like a refund for $208 dollars. The breakdown is as follows:

$108 of which should be for the costly computer review of my car's operational system or I should receive a detailed report of the computer findings that I can bring to another mechanic, $20 for being overcharged for a tire rotation I did not request, $80 for the emissions and inspection process that I paid for but did not receive and will need to pay elsewhere because I do not intend to have the "required" repairs since they are not necessary to pass the vehicle in Pennsylvania

Business

Response:

I have contacted **. [redacted] by phone in attempt to

resolve this complaint. We have traded several phone messages in the last week.

I have invited her to stop by our dealership to work out a plan of action. I

have not yet heard from her. I would like to assist in this matter. I will wait for

a reply.