Carr Chevrolet

Nov 14, Revdex.com resolutions RE: [redacted] I am responding on behalf of Carr Auto Group to the complaint filed by Ms [redacted] Ms [redacted] purchased a Subaru Tribeca on July 15, The vehicle was purchased from our trade in lot and had not yet gone thru our inspection process Once the inspection was completed it was noted that the head gaskets needed to be replaced This was performed by Carr Auto Group at no cost to the customer and deliver of the vehicle was on July 26th, with 90,miles On Aug 30th Ms [redacted] brought the vehicle back to us with 91,mile and said the vehicle was over heating When asked how long it had been over heating the customer replied just that day however they did not tow the vehicle in they drove it in over heating and had to stop multiple times to add water and let the vehicle cool down Carr Subaru diagnosed the issue and determined that the radiator had cracked so we offered to cover half of the repair in good faith Once we started the needed repairs we discovered that the new head gaskets went out again from extreme over heating and the engine block and cylinder heads were warped Had the vehicle been towed in for repairs instead of driven in and over heated multiple times we would have just had to replace the radiator Now the Subaru needs a new motor The radiator is not a covered item under the warranty so the warranty company denied the claim On Oct 12th Ms [redacted] came in to look at some other vehicles however she did not like the numbers on a different car and decided to just repair their Subaru We then referred them back to our service department and offered to do the repairs at a highly discounted cost We have not heard from Ms [redacted] since then At Carr we take great pride in taking care of our customers We have extremely high customer satisfaction ratings at all of our locations and we want to help Ms [redacted] At this point we are not sure how this can be accomplished We have offered ideas however none of them seem to work for her Sincerely, Ben [redacted] Carr Auto Group

From: [redacted] [mailto: [redacted] @gmail.com] Sent: Wednesday, November 15, 11:AM To: Complaints Subject: Complaint # [redacted] To whom it may concern at the Revdex.com, I wish to address some inconsistent statements Mr [redacted] from Carr Subaru made in response to your inquiryHis claim that the vehicle overheated multiple times while I drove it is falseThe vehicle overheated only once when the faulty radiator problem first emerged on 08/29/2017; at which point I immediately pulled over and shut the vehicle off On 08/30/after discovering radiator fluid leaking under the vehicle, I speculated the vehicle had a radiator leak somewhere and added more fluid to the radiatorI never added any water as Mr [redacted] claimedSince the vehicle's engine temperature became stable again while idling and the dealership was only miles away, I decided to drive it back to have them repair itI discovered while driving the short trip that the engine began to grow warmer than its baseline againIn response, I turned on the car heater full blast and temporarily shut the engine off when stopped at red lightsI kept the engine temperature within a safe temperature range and prevented it from red lining againI originally explained this to the dealership when I arrived thereMr [redacted] has misrepresented my statements and the facts Carr Subaru initially diagnosed the vehicle as only having a cracked radiator and stated they would pay only half of the repair costs to fix itOn 09/05/17, I sent them an email insisting they take full responsibility and cover the full repairs costs, which they did not take the professional courtesy to respond toOn 09/13/17, I met with a sales representative of Carr Subaru, named Palo, who stated they changed their minds and would cover the full repair costsI was told the repair would take a few weeks and I would be contacted On 10/11/still with no updates on the status of my car, I contacted Carr Subaru's repairs department and spoke with a mechanic named BrandonHe informed me more damages were discovered, the repairs cost estimate went up to $7,000+, and that someone from their sales department would contact meI sent out a second email that day and still received no reply On 10/12/17, my significant other (and co-owner of the vehicle) spoke with a sales manager who informed me despite their day warranty policy, they were refusing to cover the additional repair costs and repeatedly tried putting the blame on me for driving the vehicle an additional miles even though the engine temperature never reached a critical level again On 10/15/17, I attempted meeting with a sales manager at Carr Subaru to explore a potential solutionUnfortunately, Carr Subaru did not offer any solutions that I believe would qualify as satisfactory customer serviceMr [redacted] 's claim that I "decided to repair the Subaru" is falseIn attempt to find a solution, I asked how much the dealership was willing to contribute towards the vehicle's total repair costsThe sales manager promised he would have someone from the repairs department contact me again; though never did Carr Subaru claims they strive to provide good customer service and help meHowever, my experience with them has been: they have repeatedly failed to follow up on contacting me despite promising to, they are refusing to honor their advertised day warranty, they are lying about the vehicle overheating multiple times, and that they are misrepresenting my statements in order to avoid taking responsibility for a faulty vehicle they sold me under pretenses I still insist this is bad business practice on their partI would like to know if the Revdex.com will help me hold them accountableThank you in advance for your response Respectfully, [redacted]

Complaint: [redacted] I am rejecting this response because: As you can see from the Business' own PDF attachment, there was a signed "Buyers Order" and on the following day Denis scheduled a pre-purchase inspection with the Service dept at Meier Mazda, an independent Dealer They knew and agreed to terms of the sale, they had my signature as evidenced on the document provided by them.Sincerely, [redacted]

I'm sorry that Mr [redacted] is still upset that he was not able to purchase the vehicle Contrary to his claims, the handwritten offer sheet previously presented is not in any way a contract to purchase a vehicle Not only was it not signed by any Carr employee, but our manager verbally told Mr [redacted] that there was a possibility that the vehicle could be sold by another Carr employee (possibly from one of our other stores) It was Mr [redacted] who refused to purchase the vehicle on the day he came into our store because he would not sign any of the required documentation to consummate the deal He was adamant that he would not do anything without an inspection or his other contingencies being met As explained previously, with so many vehicles being advertised and available for sale, we simply cannot make a policy that allows customers to take vehicles "off line" while they think about whether they truly want to purchase it It is simply not feasible for people who travel distances expecting to find our advertised vehicles Thank you for your consideration in this matter

This letter is in response to customer's complaint of fuel mileage on their Subaru being less than they expected, and their request that they be compensated $for what they might pay in the next ten years There is no manufacturer's warranty on any specific fuel mileage The new car sticker on every new car reads "Actual results will vary for many reasons, including driving conditions and how you drive and maintain your vehicle." As a result, we do not feel that compensation for potential "additional expenses" is reasonable Mike W [redacted] Service Manager Carr Subaru

We have set an appointment with Ms [redacted] for Friday at 3pm to try and reach a mutual agreementBen B [redacted] Carr Subaru

We are in receipt of the complaint regarding Mr***We understand that he is disappointed that another customer purchased the vehicle he was interested inhowever Mr*** never committed to the transaction and consequently, no paperwork or contracts were ever signedCarr regrets that
another customer made a timelier decision to purchase the vehicle, but Mr*** was aware this was a possibility
,Mr*** indicated from the very outset of visiting our Carr Used Lot on March 16th
that he 'disliked' sales peopleHe landed on a Mazda Miata at the top of the lot- he refused to drive the vehicle and indicated he would only purchase the vehicle after a n independent inspection was conductedOur sales consultant, Denis, tried to accommodate Mr*** in ever y way possible to ensure that he was being treated professionally agreeing to proceed along the path Mr*** wanted to pursue. During this process, Denis collected Mr*** contact information as well as Mr*** *** offer to purchase the vehicle for $7,
At multiple times throughout this process (made difficult by Mr***), Denis indicated that it was imperative that Mr*** at least test drive the vehicle to ensure he actually liked itMr*** stated repeatedly that he would not purchase the vehicle without his conditions being metAt no point did Mr*** sign a contract, buyer 's order or any document obligating either party to a transaction
Carr Auto Group operates out of five different locations and the pre-owned inventory is shared amongst the storesFrequently, vehicles at one store are sold by consultants at another storeUnfortunately for Mr*** and unbeknownst to Denisthis occurred in this case - another Carr Auto Group sales consultant had been working previously with a customer on the very same vehicle; that evening, the customer agreed to purchase the Miata without conditions and a contract was executed. As soon as Denis learned of this situation, he immediately
notified Mr***
Carr Auto Group prides itself on providing good customer serviceDenis went out of his way to try to accommodate Mr***' demands and assist in the purchase process. We certainly regret that Mr***' is disappointed, but, in fact, he did not agree to purchase a vehicle that evening and no traction was booked
In the interest of fairness to all customers, Carr Auto maintains a policy where all vehicles are available for sale until contract documents Are executed. Certainly Mr*** was aware that he had signed no legal documentsespecially given the contingencies present in hi s offer

I am happy to report that the ***'s and Carr came to a mutually satisfactory resolution to this situationWe thank the ***'s for their patience and understanding throughout Thanks Ben B***

October 5, 2015 Ms*** ***Revdex.comPO Box 1000DuPont, WA 98327 RE: *** complaint ID#*** Dear Ms***: We are in receipt of your letter regardingMr
*** and his purchase of the Volt. I have internally investigated the matter with all of the partiesinvolved in the transaction, including our Sales Manager and General Sales Manager. Despite what Mr*** asserts in hiscomplaint, Carr Chevrolet did exactly what Mr*** requested with hispurchase and at no time did anyone mistreat or act unprofessionally with him. Carr Chevrolet takes great measures toensure that all of our transactions run smoothly and efficiently. Every figure in any transaction is discussedand disclosed prior to any paperwork being signed…this ensures that any questionsor misunderstandings are addressed beforehand. It was no different in this case. Mr*** is a very knowledgeable car buyer and he negotiated his termsplainly and simply. He requested a$25,difference between our Volt and his trade in. There was no misunderstanding about what hewas buying, what rebates were being applied, or even that the vehicle was usedas a rental/courtesy car in our shop. This was all spelled out and discussed prior to Mr*** ever signinglegal documents. Furthermore, all of the other paperwork Mr.*** signed also outlined the details of the transaction, including the factthat factory rebates were being applied Approximately weeks after Mr***’purchase, our sales manager learned that Mr*** was unhappy. He called him directly to determine theproblem and see if there was a resolution available. Mr*** became belligerent and would notdiscuss the situation or review the paperwork with our sales manager. Our General Sales Manager also contacted Mr.*** to see if he could review the paperwork and seek a resolution, but Mr.*** simply hung up on him after several minutes. This is not a scenario where a customerhas been mistreated by a car dealer. Carr Chevrolet has dealt with Mr*** in a very professionalmanner. We reviewed every piece of thetransaction with Mr***, not just once but multiple times. Indeed, it was Mr***’ figures that drovethe negotiation and transaction in the first place That Mr*** has a case of “buyer’sremorse” put there by another competing sales consultant from another storewith no knowledge of the situation is unfortunate to be sure. However, Carr Chevrolet exhibited professionalismand courtesy throughout and ensured Mr*** understood every aspect of thetransaction He did receive a fair dealand good treatment…those are the hallmarks of good customer service. Sincerely, Brad P***Carr Chevrolet

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
Sincerely,
*** ***

Carr Chevrolet goes to great lengths to ensure the vehicles we offer to our customers are of the highest quality possible for the money. Each vehicle goes through an extensive inspection as well as a full detail and reconditioning process. Just prior to becoming “line ready” for the lot,
our detail manager photographs the vehicle from nearly every possible angle so that we can provide the best possible representation to any potential online customer. The Dodge Challenger that Ms*** and Mr*** purchased was no different.
Ms*** and Mr*** saw the Challenger online and contacted our internet manager, Sara, to inquire about availability, pricing, etc. She confirmed the details with Mr*** and Ms*** and they came in to test drive the vehicle on March 28th. After driving and inspecting the vehicle, they agreed to purchase it. Ms*** left the dealership for another appointment so Mr*** completed the paperwork by himself. Sara spiffed up the vehicle one more time, and then with another sales consultant followed in Mr***’s truck while he drove the Challenger to his house in Canby. Ms*** greeted them when they arrived and then completed her portion of the transaction paperwork. At no time or at any point was there any damage or problem found with the appearance or handling of the Challenger.
Nearly two weeks later, the customers contacted Carr complaining that their Challenger’s front bumper and grill were broken, and that it must have been sold that way. Carr agreed to re-inspect the vehicle to determine the extent of the damage. Once Carr’s service personnel saw the vehicle and the fairly obvious nature of the damage, it became clear that this was damage caused after delivery. The bumper showed signs that it had been subjected to a force from a low angle (possibly by driving up to a curb) and the grill was cracked with pieces missing around the headlight I’ve attached photos of the damage, which was clearly not evident when the vehicle was sold to Mr*** and Ms***.
Furthermore, the Challenger was sent to our body shop where they inspected and confirmed the damage (to the extent possible without conducting a full tear down of the vehicle). A preliminary estimate of repair was done, and it is attached here. The total for the estimate was $2,165. Our manager explained that it is not uncommon to see this type of damage in sports cars like the Challenger, Camaro, Corvette, etcthat have low air dams and bumpers.
So, I can understand that Mr*** and Ms*** are frustrated that their Challenger experienced damage so soon after they purchased it, but Carr Auto Group is not responsible for repairing it. The Challenger went through our comprehensive inspection, including a full detail and reconditioning process. I’ve attached the photos we took just after this inspection was completed. Neither the inspection nor the photos show evidence of any damage whatsoever. And contrary to the complaint, our personnel attempted to show and explain everything we found to Mr*** and Ms***, but they refused to hear anything we had to say.
Carr strives to put the best vehicles for the money on our lots, and we stand behind the vehicles we sell. However, the responsibility for damage done after the fact cannot rest with Carr, regardless of how quickly it occurs after purchase. I believe the fact that the customers inspected the vehicle multiple times before purchase as well as the photographs of the “before” and “after” condition shows that the damage occurred while in the customers’ possession.
Furthermore, the Challenger was sent to our body shop where they inspected and confirmed the damage (to the extent possible without conducting a full tear down of the vehicle). A preliminary estimate of repair was done, and it is attached here. The total for the estimate was $2,165. Our manager explained that it is not uncommon to see this type of damage in sports cars like the Challenger, Camaro, Corvette, etcthat have low air dams and bumpers.
So, I can understand that Mr*** and Ms*** are frustrated that their Challenger experienced damage so soon after they purchased it, but Carr Auto Group is not responsible for repairing it. The Challenger went through our comprehensive inspection, including a full detail and reconditioning process. I’ve attached the photos we took just after this inspection was completed. Neither the inspection nor the photos show evidence of any damage whatsoever. And contrary to the complaint, our personnel attempted to show and explain everything we found to Mr*** and Ms***, but they refused to hear anything we had to say.
Carr strives to put the best vehicles for the money on our lots, and we stand behind the vehicles we sell. However, the responsibility for damage done after the fact cannot rest with Carr, regardless of how quickly it occurs after purchase. I believe the fact that the customers inspected the vehicle multiple times before purchase as well as the photographs of the “before” and “after” condition shows that the damage occurred while in the customers’ possession

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
Sincerely,
*** *** *** took care of issue right away.l

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Carr Subaru
We have spoken to the customer and offered to purchase the vehicle from them and they denied the offerWe then offered to trade them out of it into a different automobile and they denied that offer as wellAt time of purchase in Jan of we fully disclosed the extent of the
damages that we were aware of and they signed a damage disclosure form which was very cleat on damageBoth customers signed the disclosureCarr could not have been more clear on explaining the vehicle had been in an accident beforeAt this point we have done our part in trying to resolve their issueWe would still be willing to purchase it or trade them out of it into another vehicleThank you for your time

Complaint: ***I am rejecting this response because:Sincerely,*** ***

Nov 14, 2017   Revdex.com resolutions     RE:  [redacted]   I am responding on behalf of Carr Auto Group to the complaint filed by Ms. [redacted]   Ms. [redacted] purchased a 2007 Subaru Tribeca on July 15, 2017.  The vehicle was purchased from our trade in lot and had...

not yet gone thru our inspection process.  Once the inspection was completed it was noted that the head gaskets needed to be replaced.  This was performed by Carr Auto Group at no cost to the customer and deliver of the vehicle was on July 26th, 2017 with 90,087 miles.  On Aug 30th Ms. [redacted] brought the vehicle back to us with 91,397 mile and said the vehicle was over heating.  When asked how long it had been over heating the customer replied just that day however they did not tow the vehicle in they drove it in over heating and had to stop multiple times to add water and let the vehicle cool down.  Carr Subaru diagnosed the issue and determined that the radiator had cracked so we offered to cover half of the repair in good faith.  Once we started the needed repairs we discovered that the new head gaskets went out again from extreme over heating and the engine block and cylinder heads were warped.  Had the vehicle been towed in for repairs instead of driven in and over heated multiple times we would have just had to replace the radiator.  Now the Subaru needs a new motor.  The radiator is not a covered item under the warranty so the warranty company denied the claim.  On  Oct 12th Ms. [redacted] came in to look at some other vehicles however she did not like the numbers on a different car and decided to just repair their Subaru.  We then referred them back to our service department and offered to do the repairs at a highly discounted cost.  We have not heard from Ms. [redacted] since then.          At Carr we take great pride in taking care of our customers.  We have extremely high customer satisfaction ratings at all of our locations and we want to help Ms. [redacted].  At this point we are not sure how this can be accomplished.  We have offered ideas however none of them seem to work for her.   Sincerely, Ben [redacted] Carr Auto Group

From: [redacted] [mailto:[redacted]@gmail.com] Sent: Wednesday, November 15, 2017 11:45 AM To: Complaints <[email protected]> Subject: Complaint #[redacted]   To whom it may concern at the Revdex.com,        I wish to address some inconsistent statements Mr. [redacted] from Carr Subaru made in response to your inquiry. His claim that the vehicle overheated multiple times while I drove it is false. The vehicle overheated only once when the faulty radiator problem first emerged on 08/29/2017; at which point I immediately pulled over and shut the vehicle off.    On 08/30/17 after discovering radiator fluid leaking under the vehicle, I speculated the vehicle had a radiator leak somewhere and added more fluid to the radiator. I never added any water as Mr. [redacted] claimed. Since the vehicle's engine temperature became stable again while idling and the dealership was only 5.5 miles away, I decided to drive it back to have them repair it. I discovered while driving the short trip that the engine began to grow warmer than its normal baseline again. In response, I turned on the car heater full blast and temporarily shut the engine off when stopped at red lights. I kept the engine temperature within a safe temperature range and prevented it from red lining again. I originally explained this to the dealership when I arrived there. Mr. [redacted] has misrepresented my statements and the facts.         Carr Subaru initially diagnosed the vehicle as only having a cracked radiator and stated they would pay only half of the repair costs to fix it. On 09/05/17, I sent them an email insisting they take full responsibility and cover the full repairs costs, which they did not take the professional courtesy to respond to. On 09/13/17, I met with a sales representative of Carr Subaru, named Palo, who stated they changed their minds and would cover the full repair costs. I was told the repair would take a few weeks and I would be contacted.    On 10/11/17 still with no updates on the status of my car, I contacted Carr Subaru's repairs department and spoke with a mechanic named Brandon. He informed me more damages were discovered, the repairs cost estimate went up to $7,000+, and that someone from their sales department would contact me. I sent out a second email that day and still received no reply.    On 10/12/17, my significant other (and co-owner of the vehicle) spoke with a sales manager who informed me despite their 90 day warranty policy, they were refusing to cover the additional repair costs and repeatedly  tried putting the blame on me for driving the vehicle an additional 5 miles even though the engine temperature never reached a critical level again.    On 10/15/17, I attempted meeting with a sales manager at Carr Subaru to explore a potential solution. Unfortunately, Carr Subaru did not offer any solutions that I believe would qualify as satisfactory customer service. Mr. [redacted]'s claim that I "decided to repair the Subaru" is false. In attempt to find a solution, I asked how much the dealership was willing to contribute towards the vehicle's total repair costs. The sales manager promised he would have someone from the repairs department contact me again; though never did.         Carr Subaru claims they strive to provide good customer service and help me. However, my experience with them has been: they have repeatedly failed to follow up on contacting me despite promising to, they are refusing to honor their advertised 90 day warranty, they are lying about the vehicle overheating multiple times, and that they are misrepresenting my statements in order to avoid taking responsibility for a faulty vehicle they sold me under false pretenses.    I still insist this is bad business practice on their part. I would like to know if the Revdex.com will help me hold them accountable. Thank you in advance for your response.    Respectfully,  [redacted]

As Ms. [redacted] intimates, this was a unique circumstance and a unique truck.  And it was most certainly an unfortunate situation for all of the parties involved.  After receiving this complaint, our sales consultant and our manager have subsequently had several conversations...

with the [redacted] to explain the situation.  The vehicle in question, a 2002 Silverado truck, is indeed a unique vehicle and was being promoted and marketed through a variety of websites.  The [redacted] saw the truck and test drove it on Sunday, 6/28/15.  Unfortunately the vehicle transaction was not consummated at the time; the [redacted] instead agreed to come back after their financing application was accepted by a bank.  During this time delay, one of our other stores sold and consummated their transaction on this very same vehicle.  Apparently their customer had been looking at this vehicle for over a week and finally decided to purchase it on Monday morning, 6/29/15.I know this news was very frustrating for the [redacted] to hear, as it was similarly frustrating for the sales consultant at the Chevy store.  However, in accordance with the advertising rules of Oregon, a vehicle must remain available for sale until it is legally sold.  This rule makes sense from a consumer perspective as well, as unscrupulous dealers could simply “hold” vehicles they didn’t want to sell to certain customers.  So, while this situation is extremely aggravating to the [redacted], Carr followed the rules and the vehicle remained “available for sale” until a contract was officially signed.  As soon as our sales consultant learned of the sale, he contacted the [redacted] right away to save them from having to drive out from Gresham.  He also went on the hunt for another, similar type of truck in order to placate the [redacted].  Our notes show that he called and left messages twice for the [redacted], so I’m not sure how the lines of communication got crossed.  In any event, I would like to apologize for the stress and frustration the [redacted] went through during this situation.  Other than consummating the transaction on the spot on Sunday evening, I’m not sure what Carr could have done differently.  However, we will be reviewing our policies and training in an effort to avoid similar situations from occurring in the future.  Thanks.

I'm sorry that Mr. [redacted] is still upset that he was not able to purchase the vehicle.  Contrary to his claims, the handwritten offer sheet previously presented is not in any way a contract to purchase a vehicle.  Not only was it not signed by any Carr employee, but our manager verbally told Mr. [redacted] that there was a possibility that the vehicle could be sold by another Carr employee (possibly from one of our other stores).  It was Mr. [redacted] who refused to purchase the vehicle on the day he came into our store because he would not sign any of the required documentation to consummate the deal.  He was adamant that he would not do anything without an inspection or his other contingencies being met.  
 
As explained previously, with so many vehicles being advertised and available for sale, we simply cannot make a policy that allows customers to take vehicles "off line" while they think about whether they truly want to purchase it.  It is simply not feasible for people who travel distances expecting to find our advertised vehicles.  
 
Thank you for your consideration in this matter.

Complaint: [redacted]I am rejecting this response because: At what point do you believe that there is a problem with a car when the mileage is far below what is stated on the car sticker? Is it 30% like mine, 50%, 80%? Or is there is no limit to how low it will go and you will say that the car is running fine without even checking it? I believe a judge would side with me that you would at least have to do a thorough diagnostic before you could state there is nothing wrong with the car as your mechanic told me without checking it. Then you should fix it so it is within at least 10% of the sticker stated mileage, or prove otherwise that somehow it was my fault. Despite there being no warranty, you and the manufacturer cannot lie to the consumer and wash your hands of the issue.Sincerely,[redacted]