Capitol Chevrolet Cadillac Subaru Inc

In regards to Mr.***'s concerns Mr.*** has already received the benefits of services totaling $as well $in free tiresIn order to qualify for the Tires for Life benefit the vehicle needs to be serviced every 5,miles, or months, whichever occurs first, they do allow a grace
period of month, or 1,milesHowever, on 8/9/at 89,miles the vehicle did receive free tires, but we did not see the vehicle again until 1/29/14, at 96,milesThis service exceeded the maximum allowable mileage by milesThe insurance company that administers the claim process for Tires for Life denied this claim because of thisDue to Mr*** being a valued customer we did offer to sell the tires to him at our cost, of which he declined

We have contacted *** *** and Capitol Auto feels that we have come to a resolution that is agreeable to both parties*** stated that he is happy at this point and that this matter is closedWe apologized to *** for any confusion on our policies to obtain Credit information and
we are working with our staff to better explain those policies in the futureWe will continue to communicate with *** on any other concerns that you might have moving forwardThank you

Good Day-
Capitol Toyota had contacted *** in regards to his concerns, we invited *** back into the Dealership to inspect the vehicle togetherCapitol did show him that the struts and shocks were in order AND NOT in need of replacementCapitol in wanting *** to have peace of mind,
did reimburse him for the price of the inspection to off set the cost he occurred replacing the spark plugsWe do believe that Capitol did make an effort to put his worries to rest and made him feel he is welcome to return if he chooses too

Hi,
The service contract the MR*** purchased is a Toyota factory service contract and can be used at any Toyota dealership in the continental united States and CanadaI have attached a copy of the contract the he signed along with a brochure that confirms where the vehicle can be
serviced at any of these locationThere is no reason why Corvallis Toyota should have refused to honor the contract and that needs to be taken up directly with them and Toyota who is the administrator of the contractPhone number to contact Toyota (800) 228-
Regarding the leather treatment I would recommend setting up service appointment at (503) 399-and we will inspect the leather and help you complete a claim to get the service completedThis is not something that can be done over the phone we have to verify that the cause of the problem is covered by the warrany on the leather application.
I would be happy to help in any way I can to resolve your concerns,
Arthur L
(503) 399-
Director of Sales
Capitol Auto

In Receipt of your comments, The vehicle was not purchased from our Dealership, The vehicle is a Chevrolet Aveo *** that was first brought into our repair facility on December 11, with 77,miles on itWe did not have any maintenance records for the vehicle, Customer
stated that temp gauge went over way, lost power and accelerationUpon inspection, technician noted that coolant was very low, and looked like overflow bottle had pushed out coolant due to faulty check valve and radiator capWe performed a block test at that time and it passedWe ran the vehicle for over two hours and found no leaksOn March 18, vehicle was towed in to our facility and customer stated that he replaced his heater hose himself because it came offHe stated that coolant was not cycling and temp gauge starts to get hot and them goes back downOur technician noticed that the heater hose that the customer changed themselves was leaking because they used an aftermarket clamp that was to big for the hose We found an air pocket in the system and had to purge, we performed a pressure test and found the water leakingwe replaced the water pump and thermostatRoad tested vehicle no other leaks were foundOn April 21, customer had the vehicle towed back into our facility stating that it was leaking coolantThe next day the customer *** *** came in with *** *** and myself and my Assistant Service Manger spoke with them*** kept asking why we did not perform a block test the first time? We Did! I also explained to the both of them that we have no maintenance records or history of the vehicle and that someone other than us has clearly been working on this same concern, I stated that all of the hosed have aftermarket hose clamps on them and that the one that customer stated he did himself was clearly too big for the vehicleI explained that we would perform another block test, and that the radiator needed replaced*** did all of the talking, not *** who we had been dealing withWe replaced the radiator, performed the block test and ran the vehicle multiple times over the next two days before contacting customer to re-deliverWe replaced the radiator, coolant, and block tested the system with no expense to the customer
We agree, the customer should take the vehicle to another repair facility in the futureWe have only tried to track down and repair concerns that someone else has already been intoI truly hope that the coolant concern is resolved and that the customer chooses a repair facility that can meet there expectations

Capitol Auto Group will refund the entire $dollars per his request..Check will be mailed by the end of the week 7/3/

After careful review and consideration, Capitol Toyota will refund the back to the customer

Capitol regrets the time it took to provide [redacted] an estimate for repair to his vehicle.. Capitol discriminates against no one period.. Capitol will not be providing any reimbursement what so ever.

To Whom it may concern,
 
 
We keep very good records through our CRM and that includes phone calls. I have gone through all of the notes and the phone calls and what I found is they had done the majority of the vehicle shopping at Willsonville Toyota and our relationship started with a...

phone call asking us if we could get a specific vehicle that they had already come to an agreement at Wilsonville Toyota. We were not the dealership that did the vehicle presentation or demonstration. We had the Sequoia in stock that they were looking for and had it advertised for less than they had at the other dealership. 
They did come in the next day saying that the vehicle was too big and wanted to explore the option of returning the vehicle. After some conversation they agreed to keep the vehicle. We certainly would like to help them trade out of the Sequoia and find something that will work better for them. The 4Runner that they traded in has sold. 
 
Thanks,
Arthur L[redacted]

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. Sincerely, [redacted] - [redacted]

I did find record of you purchasing the Corolla back and 2005 but due to the time that has passed I have no information about the condition of the vehicle at time of purchase so I can't really respond to that complaint with any confidence.
My name is Arthur L[redacted] and we would be happy to give you a...

complimentary diagnoses of the check engine light. It is our policy to charge for such inspection but if it is for a recall I think this deserves some special attention. As far as getting the replacement parts we are at the mercy of Toyota to get us the part in a timely manner and will advocate for you to get this resolved as soon as possible.
 
Thanks,
 
Arthur L[redacted]
[redacted]

I can appreciate Dr. [redacted] frustration.
One of the most difficult situations we deal with in today's internet-based advertising world is that anyone that has the ability to log into the internet can see a vehicle advertised for sale. When we have a unique vehicle that is not easily replaceable,...

the frustration can grow even greater and that is what happened in this case.
We actually had 3 people at the same time wanting to purchase the vehicle and our policy is the first person who made the offer gets first right of refusal.   We do not go into a bidding war over the vehicle. We feel that this is the most fair and equitable way for our guests to be able to purchase a vehicle. 
Based on this situation, we are reviewing our process and have made changes to the way we process paperwork to better serve or guests in the future. I have offered to pay for the gas of $180 and never heard back from DR. [redacted]. That offer still stands.
Thanks,
Arthur L[redacted]

Good Day-
In receiving Mrs. [redacted]s concerns, Capitol did find it only fair to make things right for her. Capitol has sent in a letter to the credit company that we use to pull customers history, we asked for the inquiries to be removed due to error. We also have refunded all monies paid by Mrs....

[redacted] for changing the financing to the Credit Union she specified from the start, and for interest she occurred, totaling $178. Capitol also provided all weather mats she had requested as a gesture of good will. Mrs. [redacted] had expressed concerns of trust moving forward, so we have provided a contact person for her to deal with directly in hopes of earning her trust back. If Mrs. [redacted] has any further issues or concerns she is able to contact our CRM Charley E[redacted] @ 503-399-1011

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. Sincerely, [redacted]

This customer came to us to have their oil filter and oil changed because they could not remove the plastic oil filter housing themselves. We drained the oil, and then attempted to remove the plastic housing. We broke our socket extension attempting to remove the housing. At that point we offered 2...

options to the customer, either have us apply enough force to remove it, with the possibility of breaking it, or take it back to the national oil change chain that tightened it too tight. They opted to bring it to the national chain that had last did the oil and filter change. We installed new oil in the Scion, and charged the customer nothing for our time, or the oil. Being that the oil filter housing is under pressure when the vehicle is running, it is highly doubtful that the canister was cracked when it left, or it would have been spraying oil all over, which it was not. The customer drove the Scion to the oil change place and they removed it, most likely breaking it in the process. We do approximately 2300 oil and filter services on Toyota, Lexus, and Scions every month and have never seen a filter on so tight. The customer admitted that they could not remove the filter housing either, so it was way too tight. We did the right thing to try and help them out by removing the housing, and when we could not, left them with 2 choices. ** Note ** this is the 2nd response to this complaint,

Capitol Chevrolet inc. is performing an investigation of customers concerns, and will work with all parties to resolve issues stated the customer.

Complaint: [redacted]
I am rejecting this response because: The paperwork forwarded to you from the dealer are only part of what has been sent to me. The  original invoice included the two page invoice and eight additional pages from a GM repair manual. The first page of that section has a written note metal in the fuel system. After receiving this my son contacted GM customer service, they ultimately agreed to reduce the charge by $1157.85. Capital Chevrolet had already informed me they would give me a reduced labor rate and a discount for being a disabled veteran. Through all these discussions I always requested that the parts be returned to me. The dealership always agreed. I repeatedly asked the dealership to give me a written explanation of the metal in the fuel system. So far I have not received any explanation. The second invoice I received after I picked up my truck indicates all parts and labor as No Charge. The third page is a work order with mechanics notes, on this page is a stamp in red stating warranty parts received. Pages 5,6,7, & 8, are maintenance and warranty records for my truck. The next eight pages are again the repair manual sheets. Page 7 of this section has a section circled indicating diagnose and clean /repair complete fuel system, the cost shown for this is $20174.60. I put a stop payment on the $6000.00 check I wrote them as I was confused. I told the dealer that in my letter of August 10, 2017. The third invoice I received from the dealer is still confusing, as it indicates the amount due as $8931.46. The discount amounts are shown in a note on page 2, but not indicated in the total on page 3.I have since sent the dealer a check in the amount of $3962.50, which was their labor cost on the invoice. Still have not received any explanation of the metal in the fuel system. I was told by the service manager that the fuel pump had disintegrated, then was told that the fuel filter was the problem. Where did the metal come from? I was informed that my truck was the sixth one this year with the same problem, at that dealership, and that there was already another one after mine. What did the dealer actually do??      
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I notified the dealership when I returned home from vacation as I had told them I would. So far they have not contacted me to resolve the matter. 
Sincerely,
[redacted]

I have attached a copy of my email to Mr. [redacted] that explained the entire process, I have attached pictures as well. Capitol and Its employees have gone over and above for Mr. [redacted]. from reducing our bill $1773.61 to working with General Motors on Mr. [redacted] behalf to picking Mr. [redacted] up at the Portland Airport so he didn't have to rent a vehicle to make the Hour drive from the airport to pick up his vehicle. Once Mr. [redacted] contacted General Motors and received assistance from them they have a set policy that Capitol has to return all defective parts to them. Mr. [redacted] is the person that reached out to General Motors and made the agreement to have them cover $1157.85 not Capitol Chevrolet. We are fully expecting you to pay the rest of your bill. Capitol Chevrolet is currently stuck owing General Motors for the parts that Mr. [redacted] paid and them cancelled his payment on as soon as he left our facility.

Complaint: [redacted]I am rejecting this response because: The reason why you could not find any service records was because the Aveo did not run into any issues. We are the original owners. Your dealership was the first one to have ever touch the cooling system starting on December 18. With that said the issue is coming from the March 18th visit when I came in with blown heater hose. You guys said you fixed the issue pressure tested radiator cap, pressure tested system found water pump leak replaced water pump and thermostat also you guys replaced steering gear. Did not do block test. Funny thing in your response you also neglected to mention that a mere two weeks later I came back in on April 7th with a blown lower radiator hose. Which you guys put aftermarket hose clamps on lower radiator hose you fixed. So that argument is invalid. I spoke to Mark your service tech and said to him that I want you guys to find out why I'm blowing radiator hoses and fix the problem. You guys fixed radiator hose pressure tested system and radiator cap NO BLOCK TEST. After receiving car back Mark said that he could not assure me that another radiator hose was going to blow. Which means you guys did not fix issue you guys did not do everything you could, because you never addressed the issue of pressure getting into my cooling system causing my radiator hoses to blow. On April 10 my upper radiator hose blew and it was a Sunday and your dealership was closed so I had Firestone fix it. April 21 the radiator hose you guys flamed to have fixed you know the one I fix but used an oversize clamp as you put it well that started leaking. Took car into dealership spoke to Aaron [redacted] did ask why the block test was not performed before? Which you again failed to do on March 18, April 7th (after I specifically said to fix the issue not just the hose). You also failed to fix the leaking radiator hose that was origanlly brought in on March 18. We were given a new radiator because our radiator was damaged due to the negleance of your service team addressing the issue of residual pressure in the cooling system. You guys then fixed radiator pressure tested system radiator cap, and finally performed BLOCK TEST. Also you added factory hose clamps to both heater hoses but not the lower radiator hose (you failed to mention you guys repaired on April 7th) you did not take off aftermarket clamps you doubled up on them . My guess is that your service tech did this to remedy the issue of the hoses backing themselves off because of the residual pressure inside the cooling system that you guys failed again to fix. Also would like to point out when you said that I had said I knew all of the hoses have aftermarket clamps which you guys fixed two which you guys put on we're way too big which was not the case because as you stated before [redacted] did all of the talking.Your pathetic attempt to make yourselves not look like the bad guys is laughable since I have documentation on what services you did do and you guys did not perform block test on March 18 & April 7th when it came back for same problem. This car will be back if another radiator hose blows due to your service teams negleance and you will perform service up to customer standards as you and your team has failed to meet those obligations in fixing the issue. You guys DID NOT try to track issues down because if you did I wouldn't have to spend over $ 2,500 at your facility diagnosing the same issue over and over. An issue you guys failed to fix after 4 attempts. You replaced radiator because it was damaged due to residual pressure in cooling system. You also failed to mention that radiator was not leaking on March 18 April 7th you guys found leak on third attemp April 21. If you guys pressure tested system correctly you would've found leak.....
Sincerely,[redacted]