Burlington Chevrolet

Complaint: [redacted] I am rejecting this response because: I have previously left a telephone message for Mr [redacted] and sent an email without response I have no faith or trust in the service department at Burlington Chevy and will not spend $of my hard earned money there After encountering the oil consumption issue, I researched and found that this is a common issue with the 3.6L engines covering the make, model and year of the vehicle I purchased On March 26, 2012, Cadillac/Chevy published a Technical Service Bulletin regarding the same oil consumption issue I am experiencing Again, since this dealership has been servicing the car since 2010, and they have admitted the previous owner complained of oil consumption, I find it impossible to believe they were not aware of oil consumption at the rate of quarts per 1,miles With oil consumption this high, the diagnosis is going to be that the rings needs to be replaced which is an expense I am not willing or able to accept or afford I would have never purchased this vehicle had I been made aware of this issue Furthermore, I would not be willing to sell the vehicle to another party without making them aware of the situation which will make it impossible for me to part from the car without taking a substantial loss Regards, [redacted]

We had no idea of an oil consumption problem when you purchased the vehicleYou are outside of the warranty and opted not to purchase an additional parts and labor agreement that potentially would have covered this repairYou have posted negative comments online before giving us the opportunity to even look at your car or respond to your complaint I have no way to verify your complaint as you won't allow us to look at your vehicleWe literally service thousands of cars a year and have thousands of completely satisfied customers I stand behind every car we sell and would be more than happy to diagnose your vehicleAn oil consumption test, as my manager previously indicated, includes us checking the oil every 1,miles to verify consumption Worst case, if it needed rings, would cost me around $to repairI'll split it with you and give you $as a good faith gesture Let me know how you would like to proceed [redacted] General Manager

Complaint: [redacted] I am rejecting this response because: The previous response from the dealership indicated that the previous owner complained of an oil consumption issue A warranty is to protect against potential issues, not known issues that are not disclosed I absolutely did not post negative comments online before giving you the opportunity to look at the car or respond to the complaint My initial email to [redacted] regarding the issues was dated May and included several emails back and forth The car was also at your shop between May and June for the oil and ignition coil issues On June I also sent an email to you and Ed ***(Service Manager) regarding issues If you read that email you would see that your service department wanted to charge me $to replace the #cylinder coil, which I was able to do myself in minutes at a cost of less than $ I did not post anything online until after all these events already occurred I am not concerned with the thousands of other customers that may be satisfied, but with my situation instead I do not trust the vehicle to be in your care out of eyesight...similar to not wanting to send food back at a restaurant in fear of what may happen behind closed doors I can not even drive the car 1,miles without adding oil without potentially damaging the engine even further I can take videos to document the oil consumption but will not leave the car in your careRegards, [redacted]

We agreed to repair the car at no cost to the customer before this complaint was filed?

Complaint: ***
I am rejecting this response because:I have previously left a telephone message for Mr*** and sent an email without response. I have no faith or trust in the service department at Burlington Chevy and will not spend $of my hard earned money there. After encountering the oil consumption issue, I researched and found that this is a common issue with the 3.6L engines covering the make, model and year of the vehicle I purchased. On March 26, 2012, Cadillac/Chevy published a Technical Service Bulletin regarding the same oil consumption issue I am experiencing. Again, since this dealership has been servicing the car since 2010, and they have admitted the previous owner complained of oil consumption, I find it impossible to believe they were not aware of oil consumption at the rate of quarts per 1,miles. With oil consumption this high, the diagnosis is going to be that the rings needs to be replaced which is an expense I am not willing or able to accept or afford. I would have never purchased this vehicle had I been made aware of this issue. Furthermore, I would not be willing to sell the vehicle to another party without making them aware of the situation which will make it impossible for me to part from the car without taking a substantial loss.
Regards,
*** ***

My name is *** *** I’m the service manager here at Burlington ChevroletThe vehicle in question was safety checked by a certified GM technicianDuring our safety check there were
no oil leaks of any kind no diagnostic trouble codes Stored in the vehicle just needed its tires rotated, four wheel alignments, oil and filter changeVehicle has been maintained at our store since customer that owned the vehicle did not drive much had oil changed with synthetic oil once or twice a year averaged about 6,to 8,per yearIn February of customer did say vehicle was using some oil her positive crankcase valve was replaced and no further action was required .Customer has been in since that repair was performed with no oil consumption concernsUnless we see smoke coming from the exhaust there would be no way for us to know a vehicle is consuming oil unless the customer tells usAt that time we start a consumption test (which is us checking the oil level every 1,miles) to verify the concernWE would not have sold the vehicle if we knew that was a concernWe would be more than happy to diagnose vehicle here at our DealershipThanks ** ***

Complaint: ***
I am rejecting this response because:The previous response from the dealership indicated that the previous owner complained of an oil consumption issue. A warranty is to protect against potential issues, not known issues that are not disclosed. I absolutely did not post negative comments online before giving you the opportunity to look at the car or respond to the complaint. My initial email to *** *** regarding the issues was dated May and included several emails back and forth. The car was also at your shop between May and June for the oil and ignition coil issues. On June I also sent an email to you and Ed ***(Service Manager) regarding issues. If you read that email you would see that your service department wanted to charge me $to replace the #cylinder coil, which I was able to do myself in minutes at a cost of less than $50. I did not post anything online until after all these events already occurredI am not concerned with the thousands of other customers that may be satisfied, but with my situation instead. I do not trust the vehicle to be in your care out of eyesight...similar to not wanting to send food back at a restaurant in fear of what may happen behind closed doors. I can not even drive the car 1,miles without adding oil without potentially damaging the engine even further. I can take videos to document the oil consumption but will not leave the car in your care.Regards,
*** ***

*** *** did purchase a Chevrolet Equinox on 2/22/He traded a Mercedes Cand put down $by checkHe signed multiple forms, including a retail installment contract and buyers order, outlining the terms of the dealHe agreed to every aspect of the deal and acknowledged such
when he signed the contractThe $down payment lowered his amount financedHe later stopped payment on that checkHe brought in $cash and still owes a balance of $

Complaint: ***
B
I am rejecting this response because:With the alleged amount owed ,still no reason to first tell me my registration and the tags were coming to your location instead of directly to meAnd after calling repeatdly after my temporary registration had expired, I was told to come to their location to pick up a letter stating my tags were in paper work delayIt wasn't until later I then found out my tags are being held ransom until I satisfy the alleged debtIf this the case, not sure where it is said , tags will not be delivered to customer as per Department of Transportation, the tags and registration should have been mailed directly to me.
Regards,
*** ***

Complaint: [redacted]
B
I am rejecting this response because:
With the alleged amount owed ,still no reason to first tell me my registration and the tags were coming to your location instead of directly to me. And after calling repeatdly after my temporary registration had expired, I was told to come to their location to pick up a letter stating my tags were in paper work delay. It wasn't until later I then found out my tags are being held ransom until I satisfy the alleged debt. If this the case, not sure where it is said , tags will not be delivered to customer as per Department of Transportation,  the tags and registration should have been mailed directly to me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The previous response from the dealership indicated that the previous owner complained of an oil consumption issue.  A warranty is to protect against potential issues, not known issues that are not disclosed.  I absolutely did not post negative comments online before giving you the opportunity to look at the car or respond to the complaint.  My initial email to [redacted] regarding the issues was dated May 25 and included several emails back and forth.  The car was also at your shop between May 31 and June 2 for the oil and ignition coil issues.  On June 7 I also sent an email to you and Ed [redacted](Service Manager) regarding issues.  If you read that email you would see that your service department wanted to charge me $630 to replace the #4 cylinder coil, which I was able to do myself in 7 minutes at a cost of less than $50.  I did not post anything online until after all these events already occurred.
I am not concerned with the thousands of other customers that may be satisfied, but with my situation instead.  I do not trust the vehicle to be in your care out of eyesight...similar to not wanting to send food back at a restaurant in fear of what may happen behind closed doors. 
I can not even drive the car 1,000 miles without adding oil without potentially damaging the engine even further.  I can take videos to document the oil consumption but will not leave the car in your care.
Regards,
[redacted]

We had no idea of an oil consumption problem when you purchased the vehicle. You are outside of the warranty and opted not to purchase an additional parts and labor agreement that potentially would have covered this repair. You have posted negative comments online before giving us the opportunity to even look at your car or respond to your complaint.
I have no way to verify your complaint as you won't allow us to look at your vehicle. We literally service thousands of cars a year and have thousands of completely satisfied customers.
I stand behind every car we sell and would be more than happy to diagnose your vehicle. An oil consumption test, as my manager previously indicated, includes us checking the oil every 1,000 miles to verify consumption.
Worst case, if it needed rings, would cost me around $1100 to repair. I'll split it with you and give you $550 as a good faith gesture.
Let me know how you would like to proceed.
[redacted]
General Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr. [redacted] I received your email this morning and am truly sorry to hear about your experience. If we failed to meet your expectations we should absolutely apologize. The labor rate is increased for older vehicles or those with excessive rust as they are harder to work on and take longer to...

remove parts. If my employees told you they would get to it Monday morning, then they should have and I am addressing that with them. I expect all my employees to be on time and I will also address that, there is no excuse for keeping a customer waiting. I spoke with my service manager and he informed me that he did give you a 15% discount on the repair and offered to diagnose your new “crunching” sound on Monday at no charge and to provide you with a loaner vehicle. We also had to tighten both the battery cables and starter bolts that were left loose on parts we did not replace, and did not charge you for those items. I can understand your frustrations and will make sure my employees understand we only get one chance to make a first impression, and this time we failed. We strive to take care of our customers and I have to make sure all my employees understand that.
 
Again, please accept my sincerest apology. I thank you for your service and hope you give us another opportunity to show you we can be the shop you were searching for.
 
Respectfully,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have previously left a telephone message for Mr. [redacted] and sent an email without response.  I have no faith or trust in the service department at Burlington Chevy and will not spend $1 of my hard earned money there.  After encountering the oil consumption issue, I researched and found that this is a common issue with the 3.6L engines covering the make, model and year of the vehicle I purchased.  On March 26, 2012, Cadillac/Chevy published a Technical Service Bulletin regarding the same oil consumption issue I am experiencing.  Again, since this dealership has been servicing the car since 2010, and they have admitted the previous owner complained of oil consumption, I find it impossible to believe they were not aware of oil consumption at the rate of 4 quarts per 1,000 miles.  With oil consumption this high, the diagnosis is going to be that the rings needs to be replaced which is an expense I am not willing or able to accept or afford.  I would have never purchased this vehicle had I been made aware of this issue.  Furthermore, I would not be willing to sell the vehicle to another party without making them aware of the situation which will make it impossible for me to part from the car without taking a substantial loss. 
Regards,
[redacted]

We had no idea of an oil consumption problem when you purchased the vehicle. You are outside of the warranty and opted not to purchase an additional parts and labor agreement that potentially would have covered this repair. You have posted negative comments online before giving us the opportunity to even look at your car or respond to your complaint. I have no way to verify your complaint as you won't allow us to look at your vehicle. We literally service thousands of cars a year and have thousands of completely satisfied customers. I stand behind every car we sell and would be more than happy to diagnose your vehicle. An oil consumption test, as my manager previously indicated, includes us checking the oil every 1,000 miles to verify consumption. Worst case, if it needed rings, would cost me around $1100 to repair. I'll split it with you and give you $550 as a good faith gesture. Let me know how you would like to proceed.[redacted]General Manager

Tags always come here. Stopping payment on a check after taking delivery of goods or services is fraud. You obviously do not plan on paying the money you owe so we will be contacting the police today to press charges.

My name is [redacted] I’m the service manager here at Burlington Chevrolet. The vehicle in question was safety checked by a certified GM technician. During our safety check there were no oil leaks of any kind no diagnostic trouble codes Stored in the vehicle just needed its tires rotated, four...

wheel alignments, oil and filter change. Vehicle has been maintained at our store since 2010 customer that owned the vehicle did not drive much had oil changed with synthetic oil  once or twice  a year averaged about 6,000 to 8,000 per year. In February of 2013 customer did say vehicle was using some oil her positive crankcase valve was replaced and no further action was required .Customer has been in since that repair was performed with no oil consumption concerns. Unless we see smoke coming from the exhaust there would be no way for us to know a vehicle is consuming oil unless the customer tells us. At that time we start a consumption test (which is us checking the oil level every 1,000 miles) to verify the concern. WE would not have sold the vehicle if we knew that was a concern. We would be more than happy to diagnose vehicle here at our Dealership. Thanks [redacted]

Review: On Friday 30 May we had our vehicle towed to the service shop. In the conversation with the service shop we were informed that there is a charge for the diagnostic, but that it would be deducted from the repair charges. We were also advised that they may not be able to get to the vehicle that day, but would look at it first thing Monday morning 2 June. At 5pm on 2 June (Monday) we contacted the shop to inquire about the vehicle and were told "we didn't get to it, maybe we will get to it tomorrow." After voicing our concern, they agreed to look at it on Tuesday 3 June. Around 12pm on Tuesday 3 June we received a call and were given an estamte for the repair. When inquiring about a breakdown for the charges we were told several concerning things. The first was that there was an extra charge for diagnostics becasue it took longer than an hour. However, this increased daignostics was not authorized by us. Then when asking about the hourly charge for labor, we were told "it depends, your car is kinda rusty." Later that afternoon I stopped into the shop and voiced my concerns to the Service Manager who provided nothing but excuses with no apology. In defense of one of the staff members the response was "she has been out of this business for a while." On Wednesday 4 June we were notified that the vehicle was ready. Later that day at 6pm we called to see when they opened the following morning so that we could pick up the vehicle and pay our bill. We were informed that we could pick up any time after 7am. After securing a ride from a friend, my wife arrived a little after 7am to pick up the car. At this time, she was told that she couldn't pay the bill and pick up the vehicle because the cashier didn't get in until 745. Then the cashier was late, arriving at 8am.

At no point during any of this was there an apology for the numerous miscommunications on the part of the service department or the inconvience to my familyDesired Settlement: The business has a responsiblity to meet customer needs and apologize for mistakes.

Business

Response:

Mr. [redacted] I received your email this morning and am truly sorry to hear about your experience. If we failed to meet your expectations we should absolutely apologize. The labor rate is increased for older vehicles or those with excessive rust as they are harder to work on and take longer to remove parts. If my employees told you they would get to it Monday morning, then they should have and I am addressing that with them. I expect all my employees to be on time and I will also address that, there is no excuse for keeping a customer waiting. I spoke with my service manager and he informed me that he did give you a 15% discount on the repair and offered to diagnose your new “crunching” sound on Monday at no charge and to provide you with a loaner vehicle. We also had to tighten both the battery cables and starter bolts that were left loose on parts we did not replace, and did not charge you for those items. I can understand your frustrations and will make sure my employees understand we only get one chance to make a first impression, and this time we failed. We strive to take care of our customers and I have to make sure all my employees understand that.

Again, please accept my sincerest apology. I thank you for your service and hope you give us another opportunity to show you we can be the shop you were searching for.

Respectfully,