Capitol Chevrolet, Inc.

It is not our practice to knowingly post incorrect prices. I will investigate this complaint and will reply after I confirm all the details

I personally met with *** *** and after hearing her description of the events admitted that we probably could have handled her situation better and that I was sorry we did not do soAnd I meant it. We are not in business to alienate customers and make for bad experiences. Although
she neglected to admit it in her complaint, I did subsequently ask her to please provide me with a reasonable number that she felt she should be "compensated" for and that I would consider it. I told her that if we can both be reasonable I am sure we will be able to find a solution. I have not received a response other than she was going to talk to a 3rd party.It is important to note that *** ***'s comments in the complaint do not present all the facts of the transaction. Out of respect for the privacy of the transaction I will not elaborate on them here. I will simply say that while Capitol Chevrolet should have admittedly done things differently, I also ask *** *** to please consider the fact that she too should have done things differently.? As I have already stated to *** ***, I am a reasonable person, and I truly do want to try to make the situation right for her. And I am sincere about that. But in order for me to consider her request I need to know what she considers to be reasonable "compensation" that will allow for overcoming her complaint

When the customer contacted the dealership by phone
about this truck it was determined that the price listed on the 3rd party website was incorrect, and that fact was promptly communicated to the customer. If we were practicing so called “bait and switch” tactics as the customer contends we would have lured her to the dealership with the expectation of the lower price and then once she was here use high pressure tactics to “switch” her to another vehicle. That is not what happened here, and we do not conduct business like that. We immediately told her of the incorrect price and apologized for the error. She never visited the dealership in person and we never attempted to trick or coerce her into purchasing another vehicle.I cannot confirm that it was listed on multiple websites at that time, as she contends, but I can confirm that it was listed correctly on the Capitol Chevy website. We list as many as 1,vehicles for sale at any given time, and while we try to insure accurate pricing sometimes mistakes will happen. We have been in business for a long time, and we do not knowingly post pricing, nor do we promote any other form of deceptive or misleading sales tactics.We regret the mistake and we regret that the customer had this bad experience

We sincerely regret the problems experienced by Ms***. Because of the issues related to the used vehicle we were happy to work with Ms*** to get her into the new truck. We drove the new truck to her in far West Texas and delivered it to her without incidentWhen we received
the subsequent call from Ms*** that her truck had stalled on the side of the road and towed to All American Chevrolet in Odessa we immediately contacted All American to check on the truck. We were told that the wiring harness under the vehicle had been severely damaged by either running over something (they suggested a mesquite tree) or some varmint had eaten through it and that is what caused the malfunctionBecause this was not considered a manufacturing issue and therefore not covered under warranty they were requesting $1,to repair the vehicle. We intervened on behalf of Ms*** and was able to get the repair completed without any cost to Ms***The severe damage to the wiring harness would have precluded us being able to drive the vehicle the nearly miles to west Texas without incident; therefore, it seems evident to us that the damage happened after we delivered the truck to Ms***. But this is where the dispute arises with Ms*** as she feels that a brand new truck shouldn’t have experienced this problem and that the damaged harness must have been that way prior to delivery. Considering the challenges of the vehicle being miles away and relying on the diagnosis of All American Chevrolet I believe we went above and beyond to assist Ms*** in this unfortunate experience and saved her from the battle with All American Chevrolet on the payment of the repairsWe have already agreed to reimburse Ms*** for the battery purchases upon presentation of the receipt(s), and have in fact already sent reimbursement for one battery. We will send the second reimbursement immediately upon receiving the second receiptI am not clear on Ms***’s contention that she purchased two service plans? She did purchase one extended service plan and of course it comes with the G.Mfactory warranty. We have offered to cancel the extended service plan and will do so upon obtaining her signature on a cancellation request. Regarding the reference to a Chevy provided extended service plan, since the manufacturer does not consider the issues experienced with Ms***’s truck as being a manufacturer defect or problem they have refused our request to consider such a goodwill gesture

We have already been in contact with our customer this morning and have worked out a resolution to this problem

We are in contact with Ms*** and are working to meet her desired settlement

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,
*** ***

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,
*** ***

Capitol Chevrolet has been in business for years and we would not have made it this long if we alienated our customers like we have regrettably done to *** ***. We sell nearly vehicles a month and sometimes our customers have a bad experience. Sometimes it’s our fault,
sometimes it’s not, but we always work hard to rectify the issues and make it right. A fair and positive resolution, however, unfortunately cannot always be achievedThe process, as explained to *** ***, is that a lease is considered a turn-in, not a trade-in, meaning that the leasing company takes possession of the tuand pursuant to the lease agreement may charge the customer for excess miles and wear and tear on the vehicle. As part of that process we had committed to *** *** that we would take care of the excess mileage charges and we would also make his remaining payments (which is the payment reimbursements he is referring to)There is a dispute relating to the antenna repairs which, regrettably, cannot be resolved. In a meeting with *** *** and the General Manager, the salesperson vehemently denied ever making that assurance to *** ***. Our salespeople are trained not to make such promises as it would effectively be an open-ended promise, i.ewe don’t have any control over what charges the leasing company may or may not chargeIt is upsetting that *** *** is accusing us of being misleading, cheating, and reckless. We have worked in good faith with *** *** and it is disappointing and regrettable that we are unable to find a resolution to his complaint

Complaint: [redacted]
I am rejecting this response because: It was not immediately told. I was also told the vehicle was under contract for that price but something happened with the sale and the vehicle became available again. I was in contact for 5 days before I was told there was a price difference. The dealer also tried  to lure me in multiple times by telling me to just come take a look. I declined because of distance. I then asked to put a down payment on the truck for that price, which I was told it's ok, he would just hold the keys for me. I am not sure how he could hold keys to a truck that from my understanding wasn't even at the dealer yet. I was still asked multiple times to come in before the vehicle was even there, from what I assume to look at other trucks. They did bait and switch and I am not happy with their practices. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Multiple phone calls have been made to Mr. [redacted] and several voicemails left for him. This is exactly what cat-n-mouse game Capitol Chevy is playing. No retribution has been offered and case will remain un-resolved at Capitol Chevy's desire. Service is not part of their service department. And my name has always been spelled [redacted] (just another way to demean a customer). 
Regards,
[redacted]

We are in contact with Ms. [redacted] and are working through her issues, our goal being to assuage her dissatisfaction.  Regrettably the same part unavailability that contributed greatly to this experience, the headliner, is still on national back order.  We are doing all we can to expedite the arrival of the part.  Thank you.[redacted]Capitol Chevrolet

Per my investigation and discussion with service manager, we received a yelp Review from Mr. [redacted] last month stating his bumper had been damaged. Service manager [redacted] personally reached out to Mr. [redacted] and set an appointment for 2/20/2018 to have his vehicle repaired. Mr. [redacted] missed...

his appointment.  I am not [redacted] to confirm the claim that phone calls are not being returned, but not returning calls is unacceptable.  I will further investigate and counsel the responsible individuals. Service Manager [redacted] is attempting to contact Mr. [redacted] to reschedule an appointment.  Meanwhile, Mr. [redacted] is encouraged to contact Service Manager [redacted] directly at [redacted] so that we can take care of his concern. [redacted]Capitol Chevrolet

Sales Director [redacted] spoke with Mr. [redacted] on March 1 and they have come up with a satisfactory resolution to Mr. [redacted] complaint.  Please advise otherwise.

Since Ms. [redacted] filed this complaint we have resolved all these issues.  Her headliner has been replaced and she has picked up her vehicle.Thank you.[redacted]

Mr. [redacted] and Mr. [redacted] have spoken and are working out a solution.  Please stand by.

Complaint: [redacted]
I am rejecting this response because: Complaint: [redacted] I am rejecting this response because: As the...

headliner was finally replaced, there are still SEVERAL issues with my vehicle. Sales followed up to ask if I was happy and when I responded, I have been ignored. -My Vehicle was not detailed as promised - smallest detail that I could really care less about... Wish this was the least of my worries.-You can see the glue they used on the headliner, its yellow coming through a grey liner. Looks horrible-The front driver visor that they just replaced from previous damages, has black grease hand marks on the front and back -My vehicle was scratched in multiple places (outside driver door panel, inside top panel) while replacing the headliner and left for me to find. -The back piece they originally broke, was not replaced like promised, just pushed backed in to make it looked like it was replaced. As soon as I drove off, it popped right back off-The front passenger dash board was removed in the process of replacing my headliner, and was bent out of place to where it does not lay correctly in my vehicle. -After having my vehicle back ONE WEEK, my check engine light is back on which was the MAIN reason it was taken in 6 months ago, I was PROMISED by the service manager it was simply a "loose wire" and it had been tightened. I have had it diagnosed and its the same issue as I originally took it to them to repair. Doesn't at all seem like anyone cared to take the time to do things right or not damage my vehicle AGAIN after 6 months of having my car in the first place from something they damaged and not ONCE have I gotten an apology from any one just "thanks for your business". The sales manager dealing with me on all of this called me 3 times and text once in 2 days asking if I was "Happy" with my vehicle, when I text'd back all of the issues, I have gotten no response. I want my vehicle fixed... EVERYTHING from all the damages they have caused. This is a NIGHTMARE and I hope no one else ever has to go through this. I have pictures of everything and ALL pictures have been sent to Sales Manager [redacted] at [redacted].
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Like I said before that was not the price that was quoted to me.  I am very disappointed  with capital chevrolet.  I was quoted that price but because they saw that I was approved for a much bigger loan amount they did  a dishonest transaction and charged me more.  The [redacted] was very rude to me.  They did not live up to their goal  about satisfaction is their goal.  It is unfortunate that I cannot provide the  original copy of the receipt.    They provided me with scanned copies of the document they said I signed.  Yes the signature is mine but he also had in his posession a scanned copy of a document that was blank with my signature.  If I only signed one paper how come there are multiple scanned papers with my signature.  They know that they were dishonest.  It might not be a big deal to them but they have just lost a customer.     
Regards,
[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.
Regards,
[redacted]