Byford Auto Group

Mr [redacted] Cadillac DTSOn August 26, Mrs [redacted] came into Byford Chevrolet with a Cadillac DTS with concerns of a suspension warning light on, a loud popping noise in the right side of the suspension when going over bumps, also the tire p.s.ilight was onAfter inspection of the vehicle our techincian found serveral issue's.The right rear air shock was brokenThat both front shocks were leaking fluidThe right rear tire sensor would not learn (low voltage in battery)Dealership also found at the time of inspection that the steering gear had a fluid leak Dealership's Service Advisor advised customer of the cost of repairs and also recommed replacement of all four shocks since three was already bad and gave the cost of replacement including an alignmentCustomer paid inspection and diagnosis's fee and stated she would consider the cost and call back if she wanted repairs completed at Byford Chevrolet.On June 23, Ms [redacted] once again returned to our Dealership with estimate in hand and requested all of the work including four shock replacement, replacement of the steeringgear and alignment, also replacement of tireP.S.I.sensor and re-learning the sensorsThe milage at the time of repairs was 55,after road test ending miles was 55,581, all repairs completed June 24, and customer was called and informed that her vehicle was ready.Mr& Mrs [redacted] both came into the dealership on June 24th to pick up the Cadillac and wrote a check for the repairs using check number 6386,On august 21, the vehice returnedfor a concern of air condBlowing warm air, after inspection the technician was un-able to duplicate customer concerns nothing was charged and customer left with a working NCAgain the customer returned on September 21st, 2016, with a concern of the right turn signal not working, after replacement of a turn signal blub customer left after paying $40.98.During both visits on August and September 2016, nothing was noted about customer having any noise's or other related problem from the repairs made with the shock/alignement or steering gear.Mr [redacted] return to the Dealership again on December 8th, with the complaint of a noise in the front of the vehicle and also a fluid leakAfter inspection was completed we found a valve cover gasket leaking motor oil a estimate was given of $814.00, both front hub's was noisey estimate given $each, customer declined repairsDealership did not charge customer for inspection and neither complaint was related to other repairs made to the vehicle.Several weeks ago Mr [redacted] returned to the dealership when he walked in he started cursingusing the "F" word in a loud manner, I step out of my office and asked Mr [redacted] in a nice tone to please stop cursing we have ladies in the wailing room and also ladies working that could hear his language and this is not acceptable behaviorAfter speaking to Mr [redacted] I invited him into my office so we could talk about his issues after hearing how I had "F" his wife, I again told Mr [redacted] if he keep talking in foul manner and cursing that he must leave the dealershipAfter he settled down he ask if I would give him a refund on the work done on June 24th, The reason was he has more noises and we did not repair his vehicleI explained that the noises are NOT related but I did offer to split the cost as a goodwill for himMr [redacted] used a few more choice word's and statedhe was going to make my life HellAll Dealership employee have been nice and tried to help Mr [redacted] but he is not being reasonable and has been threating to take out an add in the news paper and also threating to sue the dealership.Mr [redacted] called back once again and ask to speak to my manager about his concerns, on a dealer visit [redacted] Maggia called Mr [redacted] went on previous repair orders and explained that the noise's were not relatedMr [redacted] said okay and the called ended on that note.Mr [redacted] never ask rne about pricing being to high just that the vehicle had noise's after repairs made several month'sago So I guess now that he understands the noise are different he has change to the pricing issue?

[redacted] and Mr [redacted] have talked to Mr [redacted] and advised we will give him 100% credit towards the purchase of another vehicle We are aware he is upset with the mechanical functionality of the mustang and will give him credit to purchase another unit While we try everything in our realm of business practices we do not manufacture the products we sell and can't guarantee the future of the mechanical capability We do however offer extended warranties to assist with any unforeseen challenges

Complaint: [redacted] I am rejecting this:I hoped to settle this complaint Byford in Duncan OK without going through the slim created by their business practices with older women resulting in unnecessary parts replacementBut it is impossible to do We used Byford because it was a home town dealer.At 51,miles the vehicle was brought to Byford for of “loud popping noise in the right (rear) side going over bumps” Checking this complain was $fee On deeper investigation, I found an invoice related to replacement of the right front strut at another dealer under warrantee at 42,milesAt 55,miles the vehicle was brought to the dealership by my retired wife while I was unavailable to oversee the repairs During this service call both front struts were replaces, one of which had only 12,miles of service Both rear struts were also preplaces I think the right rear strut was making the noise At this mileage, 55,mile, the steering gear rack was replaced at a cost (best I can understand) at $126.When I asked why all the struts were replaces I was told it was standard to replace the other side if one strut failed This apparently is a Byford’s policy, because the replacement of front right strut at 42,miles by another dealer did not require the replacement of left strut.Apparently the Byford policy is also to replace the front strut, no matter the condition, when the rear struts are replaced.The replacement of the steering gear rack is beyond me for a vehicle with only 55,miles.I have spoken with [redacted] X the service manager and his manager, both of which stonewalled, and attacked me, did not follow promises they had made, delayed complaint for not supervising my wife, accusing me of name calling of [redacted] and other red herrings.The overzealous replacement of parts is a function of exploitation an older woman who had no idea what was wrong but miss placed her trust with local dealership Sincerely, [redacted]

Complaint: ***
I am rejecting this response because: I was never offered a warranty during purchaseThe owner will not pay for the repairs I had performed if I trade the Mustang inI bought the car sight unseen because I live in TexasI relied on the knowledge and integrity of the dealership when I was told that the car had been fully inspected and had no issuesThe car had a bad clutch when it came off the trailer at my residenceThe dealer technicians obviously missed this major issue, probably due to ignoranceThis repair cost me nearly $I have also already spent approximately $1,for state inspections, registration, license, sales tax, and insurance for the MustangI have attached photos of the broken clutch partsThe dealer is insinuating that the clutch was broken after it left their dealership and has basically called me a liarFrom the noises emanating from the car upon delivery, it was very obvious something was wrong with the drivetrain of the vehicleThe Byford Auto Group does not care about treating its customers fairlyThey do not practice the Golden Rule
Sincerely,
*** ***

Complaint: [redacted] I am rejecting this:I hoped to settle this complaint Byford in Duncan OK without going through the slim created by their business practices with older women resulting in unnecessary parts replacement. But it is impossible to do.  We used Byford because it was a home...

town dealer.At 51,863 miles the vehicle was brought to Byford for of  “loud popping noise in the right (rear) side going over bumps”.  Checking this complain was $123 fee.   On deeper investigation, I found an invoice related to replacement of the right front strut at another dealer under warrantee at 42,649 miles. At 55,576 miles the vehicle was brought to the dealership by my retired wife while I was unavailable to oversee the repairs.   During this service call both front struts were replaces, one of which had only 12,927 miles of service.  Both rear struts were also preplaces.  I think the  right rear strut was making the noise.  At this mileage, 55,579 mile, the steering gear rack was replaced at a cost (best I can understand) at $126.When I asked why all the struts were replaces I was told it was standard to replace the other side if one strut failed.  This apparently is a Byford’s policy, because the replacement of front right strut at 42,649 miles by another dealer did not require the replacement of left strut.Apparently the Byford policy is also to replace the front strut, no matter the condition, when the rear struts are replaced.The replacement of the steering gear rack is beyond me for a vehicle with only 55,000 miles.I have spoken with [redacted] X the service manager and his manager, both of which stonewalled, and attacked me, did not follow promises they had made, delayed   complaint for not supervising my wife, accusing me of name calling of [redacted] and other red herrings.The overzealous replacement of parts is a function of exploitation an older woman who had no idea what was wrong but miss placed her trust with local dealership.
Sincerely,
[redacted]

Mr.
[redacted] 2007 Cadillac DTSOn August 26, 2015 Mrs. [redacted] came
into Byford Chevrolet with a 2007 Cadillac DTS with concerns of a suspension
warning light on, a loud popping noise in the right side of the suspension when
going over bumps, also the tire p.s.i. light was on. After inspection of the
vehicle our techincian found serveral issue's.The right rear air shock was brokenThat both front shocks were leaking fluidThe right rear tire sensor would not learn (low voltage in battery)Dealership also found at the time of
inspection that the steering gear had a fluid leak Dealership's Service Advisor
advised customer of the cost of repairs and also recommed replacement of all
four shocks since three was already bad and gave the cost of replacement
including an alignment. Customer paid inspection and diagnosis's fee and stated
she would consider the cost and call back if she wanted repairs completed at
Byford Chevrolet.On June 23, 2016 Ms. [redacted] once again
returned to our Dealership with estimate in hand and requested all of the work including four shock replacement, replacement of the steeringgear and alignment, also replacement of tireP.S.I.sensor and re-learning the sensors. The milage at the time of repairs was 55,576 after road test ending miles was 55,581, all repairs completed June 24, 2016 and customer was called and informed that her vehicle was ready.Mr. & Mrs [redacted] both came into the dealership on June
24th to pick up the Cadillac and wrote a check for the repairs using check
number 6386,On august 21, 2016 the vehice returnedfor a concern of air cond. Blowing
warm air, after inspection the technician
was un-able to duplicate customer concerns nothing was charged and customer
left with a working NC. Again the
customer returned on September 21st, 2016, with a concern of the right turn
signal not working, after replacement of a turn signal blub customer left after
paying $40.98.During both visits on August 2016 and September
2016, nothing was noted about customer having any noise's or other related
problem from the repairs made with the shock/alignement or steering gear.Mr. [redacted] return to the Dealership
again on December 8th, 2016 with the complaint of a noise in the front of the
vehicle and also a fluid leak. After inspection was completed we found a valve
cover gasket leaking motor oil a estimate was given of $814.00, both front
hub's was noisey estimate given $696.00 each, customer declined repairsDealership did not charge customer for
inspection and neither complaint was related to other repairs made to the
vehicle.Several weeks ago Mr. [redacted]returned to the dealership when he walked in he started cursingusing the "F" word in a loud manner, I step out of my
office and asked Mr. [redacted] in a nice tone to please stop cursing we have
ladies in the wailing room and also ladies working that could hear his language
and this is not acceptable behavior. After speaking to Mr. [redacted] I invited
him into my office so we could talk about his issues after hearing how I had
"F" his wife, I again told Mr. [redacted] if he keep talking in foul
manner and cursing that he must leave the dealership. After he settled down he
ask if I would give him a refund on the work done on June 24th, 2016. The
reason was he has more noises and we did not repair his vehicle. I explained
that the noises are NOT related but I did offer to split the cost as a goodwill
for him. Mr. [redacted] used a
few more choice word's and statedhe was going to make my
life HellAll Dealership employee have been nice
and tried to help Mr. [redacted] but he is not being reasonable and has been
threating to take out an add in the news paper and also threating to sue the
dealership.Mr.
[redacted] called back once again and ask to speak to my manager about his
concerns, on a dealer visit [redacted] Maggia called Mr. [redacted] went on
previous repair orders and explained that the noise's were not related. Mr.
[redacted] said okay and the called ended on that note.Mr. [redacted] never ask rne about pricing being to high just that the
vehicle had noise's after repairs made several month'sago.
So I guess now that he understands the noise are different he has change to the
pricing issue?

[redacted] and Mr. [redacted] have talked to Mr. [redacted] and advised we will give him 100% credit towards the purchase of another vehicle.  We are aware he is upset with the mechanical functionality of the mustang and will give him credit to purchase another unit.  While we try everything in our...

realm of business practices we do not manufacture the products we sell and can't guarantee the future of the mechanical capability.  We do however offer extended warranties to assist with any unforeseen challenges.