Charlie Obaugh Chevrolet Buick GMC Mazda Kia

Accidents happen, vehicles break down, and sometimes you're left with your hands tied when it comes to needing a repair. Finding a repair and maintenance shop, especially if you're from out of town like I was, can be stressful. Luckily I found Charlie Obaugh Auto Group. I have never been treated with more respect and kindness from such honest people.

My car broke down in the middle of a long road trip and I was stranded in Staunton, Virgina - a place I hadn't heard of until today. They sympathized with my unfortunate situation and were able to look at my vehicle immediately. The quality, honesty, and efficiency of Charlie Obaugh Auto Group was outstanding. I was traveling with my dog, and they were more than happy to accommodate myself and my dog while I waited. The service manager, Cliff Clements, went out of his way to make sure things went as smoothly for me as possible.

To put it simply, if you break down or need a repair and find yourself anywhere close to Staunton, there is no place better to choose for you and your car (and even your dog if that's the situation you're in).

Review: We purchased an after-market remote start for our 2009 Saturn Aura. After four (4) months, the vehicle developed an electrical problem and broke down leaving us stranded on the Highway. A week later, borrowing a vehicle to get by, we got our car back after paying over $868.76 in repairs and $125 in towing bill. The cause of the vehicular problem was the remote start. The car dealership that did the repair took out the burnt electric part and throw it away instead of putting it in the car for us to take it back to the installer.

Without this defective part, the remote installer would not pay us back for repairs, tow nor reimburse us for the system. In a show of good faith, the remote installer refunded to us $700 but could not give us a new device.

Now we have no remote start, no keyless entry device that came with the purchase of the car, and we have lost over $800 in the entire saga.Desired Settlement: We are hoping for the Repair company to pay the balance $665.74 because of their negligence in not returning to us the part they removed.

Business

Response:

To answer Mr. [redacted] accusation, we have to repsectfully disagree, which I am sure he knew would happen since we have already responded to his attorney on May 17, 2016. We have heard nothing back frpm Mr. [redacted] until this Revdex.com claim, three months later. I have attached the drop off envelope Mr. [redacted] signed to allow us to diagnose his Saturn. I have also attached the repair order showing his signature when picking his Saturn up that states he "received or had the opportunity to inspect any replaced parts as requested" by Mr. [redacted]. To go along with these signatures, he never requested the old parts in the documents. I also included our response to his attorney. I am not sure what Mr. [redacted] expects of us, but he never requested his parts until a month or so after his repair. We are only required to hold parts for GM for 15 days, so a request that long after the repair could not be accommodated. In the documents, it shows where he had hot wired a hot into the cigarette lighter. I have been around GM vehicles all of my life and am absolutely positive GM and/or an aftermarket company would not warranty their part if the customer had done such a thing. This hot wiring caused the dashboard to start smoking and shut the vehicle down, because much worse things were getting ready to happen. We performed all requests to Mr. [redacted]' approval as shown with the attached documents. Not sure what else we could have done for this unfortunate incident.Respectfully,Eric W. Obaugh

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

11/19/2015

Safe

n Sound installed Remote start

$371.98

3/16/2016

Remote

start stopped working and Safe n Sound reprogrammed remotes

Sat

4/2/16 8am

Vehicle

died 77 miles from home at 7-11 in [redacted] with my wife and mother-in-law

who was visiting from [redacted].

5pm

Charlie

Obaugh could not determine the cause of the vehicle dying

Tue

4/5/16

Charlie

Obaugh reported that the cause of the failure was from after-market remote

start

Fri

4/8/16

Vehicle

repaired

Paid

$868.76

Fri

4/15/16

Appointment

at Safe & Sound – spoke with [redacted] ([redacted]). Discovered

that the part that was reported by Charlie Obaugh as the problem was taken

out of the car. It was not placed in the vehicle nor given to owner.

I

called Charlie Obaugh and Service Manager [redacted] said they normally

hold onto parts for a few days but since no one claimed it, it was trashed

Safe

& Sound said they cannot reimburse without a defective part.

Mon

4/18/16

I

called Charlie Obaugh – and spoke with Bill Woods. He told me that when the

problem was discovered, I told him to take the part out and throw it away.

This I did not tell him.

As you can see from the record of the dates, the vehicle was repaired on the 8th of April. On the 15th, I contacted Obaugh and they said that they tossed the defective part.Mr Obaugh is now stating that they would keep the parts for 15 days. Either my calculations are incorrect or someone is lying because seven (7) days after the vehicle was repaired, I contacted Obaugh - now they are saying that they hold onto defective parts for 15 days!He is right with one thing, though, I did sign for the vehicle because they had indeed fixed the problem. My problem still remain that they threw away the defective part that was needed for a full refund.

Regards,

Business

Response:

Once again, I respectfully disagree with [redacted], as stated previously to the Revdex.com and his legal counsel. We corrected multiple issues he had created with improper aftermarket installation by himself and the company who installed his remote start. He never requested while his vehicle was in our shop that he wanted the old parts back. He signed that he received everything he requested and went on his way. He requested the defective parts well past a reasonable time for us to retain them for him. As for keeping parts, that was for GM, not customer pay parts. If a customer does not request them at the beginning or during repair, we discard them as we do not have storage for old used parts. I am sorry for [redacted], but there is nothing more we could have done for him. We performed everything he requested and he agreed we did by signing off when he picked his vehicle up. Respectfully, Eric W. Obaugh

Review: Took my car in to have the ignition switch fixed. [redacted] called first to say that it was going to be over $1000, to start repair, they thought it was the computer. Told her not to do anything until I called her back. A couple of days later [redacted] call me back and stated that they gave me the wrong price that it was going to be around $700 to fix. Gave the go ahead to fix the car. When it was fixed and [redacted] called to tell me the final price and also to let me know that the that per the repair man that there were several cracks in the dash but none of them were broke in two. Explained that I understood that with the age of the car that there may be minor cracks due to having to remove the dash to get to the area that needed to be fixed. We paid for the car repairs over the phone and picked the car up after hours. When we got home with the car and inspected the dash there was 4 areas that were broke completely in two. The dash was not even screwed back in. There was a crack on the passenger side that was there previous and we told them about that. They left greasy fingerprints over the dash.Desired Settlement: When I brought this to their attention, they said that they would replace it with either a new or used dash. Told them I was fine with that as long as it matched. Week went by and no one called. Tried calling back could not get in touch with anyone. Finally was put in contact with [redacted], who asked if I could bring the car down for him to see. Took the car down the next day. Asked that I give him a couple of days to find the part. Week later he did call and state that it was going to be $1600 and he wanted us to pay for half. Told him I would need to talk to my husband. My husband called and spoke to [redacted] My husband stated that he was not paying half. [redacted] offered to give us the $800 difference and my husband told him that they could probably to that. We went down to the dealership. When we met with [redacted] and [redacted] the price for the dash changed to $848. But the still wanted us to pay for half.

Business

Response:

Frist, we did crack the dash in two spots. The dash already had cracks in it, and the customer acknowledged this also. We offered to pay half of $1,600 at first, but found where could get the dash price way down, so that is where we came to the $850. If they wanted a new dash, we asked for them to pay for half since the dash was already cracked, and we would install for free. They asked for cash instead of a new dash, and I respecfully said our offer was to replace the damaged part. Not sure what else we could do for the sutomer. If there is, please inform me. Respectfully submitted, Eric W Obaugh

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There was only one crack in the dash prior to the car being worked on in which I did admit to. We were first told that it would be fix, at no cost to us. Then their story kept changing from finding one and then wanting us to pay for half. Everyone wanted to keep telling us that our car is old and what do you suspect to happen on a car that is 13 years old. What we expected was our car to be treated like it was a new one. We were told that the dash would be fixed at first at no cost to us. That is what we want. We are not out to look for money, but to have the dash fixed where they broke it. When my husband spoke to [redacted], [redacted] asked him how the problem could be solved if we didn't want to pay for half. My husband did tell him, just give us the $800 and we will call it even. His plan was to find a dash and put it in himself. [redacted] told him we can probably do that. My husband told him we would be up after work. When we arrived. We were greeted with attitude and then told that the price had changed and that the only thing they would do was pay for half and pay for the labor. It seems like we are being punished because who ever the repair man was did not take his time. My car was in good condition. No with all of this areas on the dash to are broke in two it is in poor condition which will effect the trade in value when we decide to trade in.We just want the dash fixed.

Regards,

Review: On April 13, 2016, I purchased a 2012 Buick Verano with just over 30,000 miles. [redacted] was my salesman and I had my boyfriend with me for support and expertise, given that he studied mechanics. I was informed that everything with a half life was replaced on the vehicle, including windshield wipers, brakes, and tires. I was told that the previous owner did not like the original tires on the vehicle and so had them replaced shortly before I purchased the vehicle. We were given the specs from the inspection and everything seemed to line up with what we were told. The salesman also said that he believed the tires had a 60k typical wear-life.

Fast forward to 3 months later and 10k miles driven: my tires were severely dry rotted. I brought the issue to the dealer's attention and was told that the tires were replaced at 5k miles (I bought the car at just over 30k). This means the tires had 25k miles on them when purchased, which is *not* the definition of "newly replaced" like I was led to believe. When we confronted the salesman on the issue, he said, "I never said they were new; I said for 28k miles on the tires, they *looked* brand new." Nowhere in our first conversation was any mileage mentioned. Additionally, since I travel for my job, low mileage and new tires were the biggest selling points for me. [redacted] said that what was said didn't matter but that they would find a solution for me. He offered me the new tires at their cost without labor for $960 (I was previously quoted customer cost at $1150). I told them that there had to at least be a warranty on the tires given that I was told they had a 60k wear life and it was only at 35k. He told me he was having trouble reaching the [redacted] tire reps and would get back to me. I informed him that I would be on vacation for the next 6 days and wanted to get this resolved during that time frame. He said he would reach out to [redacted] and try to obtain a credit.

I reached out to [redacted] on my own the next day and was told that they had not yet been contacted. [redacted] called the dealership and kept me on the call so that we could all work out a solution. I was given a 32% credit, 68% charge. Ian was the contact in the service department at the dealership. I immediately took the emailed summation of our talk and sent it to [redacted] and [redacted], the other service manager, and asked what my final estimated cost was for the new tires with the credit from [redacted]. I called twice to follow up a few days later and still received no response. Finally, a week later, I called the dealership again and left a message with the secretary to hand deliver my message to please respond to my messages. It has now been two weeks since my last message and I still have not heard anything back from them.

I ended up taking my car to the O'baugh dealership in Waynesboro because it was dangerous for me to keep driving on badly dry rotted tires. They ordered my tires and got me an appointment within a few days of my call and went out of their way to make sure I was taken care of.

My reason for submitting this is because of how poorly my situation was handled. Not only was I outright lied to, but zero action was taken to fix the situation. I was willing to pay the cost after [redacted]'s credit; yet they refused to even get back to me with an appointment or at least the courtesy of a response.Desired Settlement: Let customers know what they are dealing with if they choose to purchase from this dealership. I would love a credit to my account for the expense of tire replacement but given the service I received from this dealership and the fact that I ended up going elsewhere for this service, I highly doubt that they will do anything about it.

Business

Response:

Contacted customer offered store credit of $593.00. Customer accepted. [redacted] apologized to customer. All is well

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.[redacted], the service manager, profusely apologized for overlooking the email on which he was copied. He offered a credit to my account with them for the amount I paid for my new tires through the other dealership. I accepted. I explained that my issue was not so much with the service department as it was with the salesman who handled the sale of my car and outright lied to me. I requested that Charlie O'Baugh be informed of the situation and that [redacted] be held accountable for his actions. I am grateful that [redacted] took care of the situation.

Regards,

Review: Was approved for an auto loan at [redacted] and [redacted] but did not have car I wanted. Heard radio advertisement numerous times for charlie obaugh in [redacted]. Advertising a loan for bad credit, no credit, good credit, even if you are upside down on your loan. As long as you make $2000 a month and have $500 down no problem. So I gave them a shot because of the advertisement not really wanting to because my credit would take another hit. My vehicle that I was trading in is behind a few months even though I still am making my monthly payments. Got behind because wife lost her job for almost a year. So I consider it upside down. Just got the call today that they cant or wont finance me a vehicle even though I was told shouldnt be a problem even after stating my issues and. Concerns before my credit was run. So now my credit took a hit when it would not have happened if not for their advertisement of as long as you make $2000 a month and have $500 down you ride.Desired Settlement: I would like them to either finance me the car I wanted as per their false advertisement of making at least $2000 a month and putting $500 down payment and you ride. Or clear my credit and if go that route would like confirmation from the credit bureaus. This is false advertisement and should not be allowed. No wonder people with not so good credit cant get ahead with practices like this. My credit was probably ran 15 times as well

Business

Response:

I appreciate Mr. [redacted] bringing our advertisement into question. Our advertisement is true to what it says, make $2,000 a month and have $500 down, we'll get you done. Well, what Mr. [redacted] failed to explain in his comments was he was trying to trade in a vehicle that has been charged off by his past creditor and owes somewhere in the neighborhood of $5,000 on that vehicle. He may have $500 down and make $2,000 a month, but he is still carrying $4,500 negative equity on his side of the deal and has a current charge off on his credit history. A customer needs "$500 of positive equity", and make $2,000 a month, period. He could only produce one. We are in the business of selling vehicles, and we would love to sell him a vehicle, but his issues are something we cannot control, negative equity and terrible credit. So no, we will not be able to do what he wants at this time, but if he gets some positive equity and works on his credit we'll definitely take care of him.Thanks and sorry,Eric Obaugh

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

oh no. that is not true at all. my vehicle that I was trading in is not charged off and am still currently paying each month and I have no other charge offs or repossession. get the facts straight. and no where in your advertising did it say anything about what you just stated. the ad even stated if you were under water. my wife lost her job for almost a year that is why it was behind a couple of months and I contacted them the first day my wife lost her job and they would not work with me. said they do not refinance or anything to just continue making monthly payment to which I have and am still currently. so another words how can you advertise $500 down payment as long as you make at least $2000 a month even if your under water as you stated in your ad? if thats the case no one would have positive flow if they were under water. re listen to your ad. like I asked. please if you will not work with me. please remove everything from all credit bureaus and send me proof.

Business

Response:

Attached is a letter of explanation to the consumer. Due to specific privacy laws stated in the Gramm-Leach Bliley Act, I am unable to share the consumer's credit information with any third party, but am more than happy to discuss it with the consumer.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

First off. You have your facts wrong again. I never said anything about charge offs or collections. The [redacted] in NOT secured! And has been being paid monthly. And unless you changed your ad now. It never ever said anything about almost anyone. I have to listen to that ad over and over every day so I know it never said that. As far as my vehicle loan through credit acceptance. It is not 8 months! And that is what I was trading in. And am paying monthly per credit acceptance. My wife had lost her job for almost a year. That is how it got behind a little but not 8 months. If it was I wouldnt have it to trade in. But your ad also said if I was underwater could give up to 125% over book value on trade. Wonder how many people get that. And its funny that I was approved at 2 other dealerships recently with no issues like I am receiving from your dealership. Only reason I was trying with you because of your ad for $500 down. Guess I will give them my business. And funny you stated you enclosed my credit report and its not here. And yes inquiries do knock it. Also funny the other dealerships got to know me and seen and understood everything in my report that you saw. I have no repossessions. And [redacted] was an UNSECURED loan. . So I can see that you arent and dont want to work with me. So it is what it is. You dont have to worry about ever seeing me in your dealership again and will let everyone else know how you operate as well. Get all the facts before you deal with consumers. Be it credit report or whatever.

Review: Their advertisement clearly says- earn $2000 a month, $500 down and CREDIT ISSUES NO PROBLEM. I filled out the application and they got back to me within a day saying I had an "approval". I picked out the car I wanted but was called back to tell me it had been sold (but it is still on their website). No one ever contacted me again. Today I called [redacted], told him I was coming over at 6pm so they could look at my trade in but that I was irritated because no one ever got back to me. He assured me I could come over and drive some cars. Within 2 minutes the gm called me back and said I was not approved unless I had a co-signer who had to be in the FAMILY and live in my house. I am 64 yo and single. No friends can co sign he said. Or a lot of cash down. I've not heard of a co-signer having to be in the "family". They should have never told me I was approved in the first place and they need to change their radio advertisement.Desired Settlement: Change their advertising practices.

Vastly improve their customer service.

Don't tell folks they can get financing when they can't. I wasted a week on these people.

Business

Response:

In response to Ms. [redacted]'s complaint, we respectfully disagree. Our advertising does say what she stated and we did arrange financing on a vehicle. The only problem was we sold the vehicle three days after we told her we arranged financing on a vehicle. At this point, she must not have been as motivated as she was after we sold the vehicle. We then informed her we would need to work on another vehicle. Ms. [redacted] contacted me Monday, and expressed her displeasure of our staff and wanted me to make sure we could arrange a vehicle and financing if she made the trip from [redacted] Monday evening. I had no idea of her dire credit situation as she presented herself to me in a different light. I talked to our general manager and to get her he stated a co-signer would be her best route. Yes, no one got back with her, because we had not found a vehicle and financing to give her a call back. As for the vehicle being on the website, it does take a few days for a deal to flow through our computer system to remove it from our website. We understand people have credit, issues, that's why we arrange financing for individuals like her everyday, we just need patience from the customer sometimes. I am sure we could arrange another deal for Ms. [redacted], if she just had a co-signer or a little patience. In the end, we should have not told her over the phone we had gotten her approved. We should have arranged an appointment to discuss her situation further. We are truly sorry for Ms. [redacted]'s feelings in this situation, but we did live up to what we advertise, unlike what she is portraying. We were working for her, but with her credit situation it takes time and sometimes different variables need to be considered like a co-signer. In the end, we do live up to our word.Respectfully,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] 1.While I can appreciate their response, I do dispute some of what they say. I did not lose motivation after the other vehicle was sold. I sent an email with all of the other cars I was interested that were on their lot. That's when I never heard back from anyone.2. I did tell the Internet manager of my "dire credit situation". I'm sure I did not use the word dire. I said it was bad due to a job loss in 2008. I also said I was trying to get on my feet again with a good job, good references etc. He said they would try hard to put me in a car. I also said from the very beginning that I wanted to set up financing before I came over to look at cars-that I did not want to waste their time or my time if I couldn't get financing. They said ok. 3. The co signer issue is the main problem. Yes, they did say I would need a cosigner which was fine with me. I expected that , had no problem and said I could find someone to co sign for me. But no, that did not suit them. The sales manager said a co signer had to be a FAMILY member and live in the same house. wow. Really? I called several car finance managers at dealerships here to see if that was an industry standard-that a co signer has to be a family member. Every response was no. In fact, they actually laughed at something so ridiculous. I asked one guy if he thought that maybe I needed a husband to co sign for the little lady. I live alone, my family is in [redacted] and no I'm not going to ask my brother to co sign for me from [redacted].4. They stopped working with me the minute someone decided that I could not have financing through them. I wasted 1 week waiting around for them to respond to me.I am glad they do admit they should not have given me an "approval". I think in the future they should not be so quick to do that ESPECIALLY if the customer tells them up front that her credit is bad. And for the record, I have bought cars within an hour. I have never waited around for sales people to get back to me after I send them a list of cars I liked-and the prices of those cars were the same price or lower than the original vehicle I liked that they sold. I resent being told that I "just need patience". Very condescending on their part. I think a week was way longer than it needed to take.

Review: I dropped my vehicle off for service last week. I had to call at almost the end of the day for an update on my car. I needed my check engine light to be fixed (whatever was causing the problem) and my airbag needed to be serviced. When I finally spoke with someone they gave me a price to fix the repair of my airbag. I asked him why this was going to cost so much since all they had to do was take out one bolt to replace this. After asking that he stuttered for a minute and then said he had done the math wrong and quoted me $425 instead of $575 that he originally said, he told me that he had done his math incorrectly. After hearing this I am already weary since it seemed like since I am a woman, they don;t think I understand how they repair things and they can charge me whatever they want. I had to ask about my check engine light- then once I did they said I needed a sensor repair for emissions. I was told it would be ready the next day at 12pm. After no phone call the next day, I arrived at 4pm to pick up my car, it wasn't ready. I waited for it to be ready. Once I drove it home my check engine light came back on, this was 10 minutes after driving my car home. I called back the next business day to let them know that my car had not been repaired. I dropped my car back off at the dealership so they could "trouble shoot it again", 2 business days later since I could not do it the day immediately following it. When I dropped it off I told them that my oil pressure gauge was reading zero and has also been doing that since I dropped it off last time. I asked why that was not discussed or noticed when I dropped it off last week. I had to call them again at lunch this day to ask if my car had been looked at yet. They then told me that something else completely different had broken on my car and that it was my fault that I did not say that the oil pressure light was zero before. I paid them $100 to diagnose the problem and they should have found this during that time. Also I told them that my car was never repaired for the check engine light- they only repaired the air bag light. My check engine light came right back on in the same amount of time when I had unplugged by battery before to see if this would fix it, before I had taken it to the dealership in the first place. I am concerned that all they did was that and did not even put on a new emission senor even though clearly that was not the problem in the first place. Now they want to charge me another $500 to fix " another coincidence problem" as they call it. I am already out $200 for the first repair that was not the problem. Now I also have to pay someone else to repair my car and now I am short f the funds I have allocated due to this bill I have paid that was for nothing. After all this had occurred I called the manager of the department and had to leave him a message explaining to him how the customer service I received was terrible and I was being treated like I did something wrong by not diagnosing my car problem to them and that I am extremely disappointed by their service. He never returned my call.Desired Settlement: I would like my refund of the $200, so I can have someone else repair my vehicle that I can trust.

Business

Response:

Mrs. [redacted] brought her vehicle in and dropped it off after hours in the night drop box. On the envelope she indicated she wanted the air bag light and check engine lights diagnosed. The vehicle was checked over for the air bag and check engine lights. There were three codes present- B0083 for the left front impact sensor (causing the air bag light to come on) , a P0449 for the evaporative vent solenoid control circuit and a P0513 for the theft deterrent key incorrect. The technician diagnosed for the codes. For the B0083 (air bag) he found the vehicle to need a impact sensor…for the P0449 he found the vehicle needed an evaporative vent solenoid…the P0513 was not a current code and the root cause was unable to be determined. There were no other codes present. The customer authorized the repairs and the impact sensor and the vent solenoid (with new jumper harness) were installed. The vehicle was retested and passed. The codes were cleared and none of them returned. The vehicle was road tested and no lights returned. When I looked over invoice I saw where she was charged to diagnose for the air bag but not for the check engine light. The codes were not related so she should have been charged an additional $98.00 to look at the check engine light. But she wasn’t. This may have been why the advisor was off on the air bag estimate. Ms. [redacted] picked up the vehicle and indeed called the dealership to let us know the check engine light returned. I instructed the advisor to call Ms. [redacted] and have her return to the dealership to have the check engine light scanned. My concern at the time was that maybe there was something wrong with the evaporative vent solenoid that we did replace. When she returned we scanned for codes and found none of the previous codes had returned, but a new code was present. The code on the second visit was a P0523 for engine oil pressure sensor circuit high voltage. The P0523 code was diagnosed and found to need an oil pressure sensor. She was given an estimate to make the repairs and declined them. As instructed the service advisor did not charge her to diagnose for the check engine light when she returned-she was charged nothing. Evidently Ms. [redacted] had been having trouble with the oil pressure gauge for sometime-but on the first visit there was no code present. If there had been we would have checked that out as well and provided and estimate and repaired if she had approved. The technician did not notice anything going on with the oil pressure gauge, nor was there any code present for low oil pressure.

When she first came in… For the air bag light she was charged to diagnose the airbag light $98.00 and $299.00 to replace the impact sensor (labor $49.00 and sensor $250.00). for the check engine light she paid $98.00 to replace the evaporative vent solenoid valve and install the jumper harness (sensor $69.08 and jumper $36.44).

In summation, the evaporative vent solenoid was needed as the check engine light did not return for the P0449 code. The code was completely different and none of the previous codes had returned. It is my belief the dealer is not at fault. This is a 9 year old vehicle with 130,000 plus miles that has only been to the garage on one previous occasion in its lifetime. Since there was no diagnostic charge for the check engine light the first time, or the second time, and the evaporative sensor code has been corrected we believe we do not owe her any refund (the evaporative vent solenoid and the impact sensor are warranted nationwide at any GM dealer for 12 months unlimited mileage.

Sincerely,

Charlie Obaugh Chevrolet

Service Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The prices listed from the dealer are correct. This is what I was charged. I was told that if I repaired my vehicle through them them I would not be charged any diagnostic fees. It is a funny coincidence that their diagnostic fee is $98 and I was charged that to have my air bag light repaired and my check engine light "labor" also cost $98. Clearly I was charged two diagnostic fees since my itemized invoice shows 2 $98 charges for diagnostics. This is the first lie that they told in their resolution e-mail. Also when I called because my light came right back on, [redacted] who was in charge of my service repairs in the first place told me that they did not drive my vehicle because the check engine light went "off" when they changed solenoid valve and I should have told them more information about my vehicle before I dropped it off and they would have drove it. However in their response they said my vehicle was road tested and passed. SO I was either lied to originally or they are lying now. All I want is my vehicle fixed and to be able to drive it again. I have to find a ride to work now since my vehicle was repaired incorrectly and I paid an extra $203.52 that I should never have been charged for. Also I purchased this vehicle in September and since then I have taken it to charlie obaugh chevrolet twice for repairs, I have replaced all 4 of my tires at [redacted] tire pros in [redacted] and I have had my oil changed at [redacted] once because Charlie Obaugh was supposed to change it for me the first time I brought it in and did not and twice at [redacted] since then. The fact that they would be so ignorant and unprofessional to label my car as "old" and say that it has only been serviced once in its lifetime is completely not true and ridiculous. If you run a car fax on my vehicle you will see that it was routinely serviced on a regular basis before I purchased it. This car has been well maintained. The reply that they gave me clearly shows how unprofessional they are and how terrible their service is. I stick to my claim that they did not repair my check engine light correctly. I want a refund for what I paid for it to be repaired.

Regards,

Business

Response:

We only charged for one diagnosis fee on her repair bill as stated under Line A on the repair order from 2/19/2016. The other $98 charge was for the actual repair on line B to replace the EVAP vent solenoid control circuit. There was a charge of $49 on Line A of the replacement of the impact sensor. So contrary to Mrs [redacted]' claim of two diagnosis charges, there was only one charge. She was not charged for the other she should have been charged. These were the ONLY codes that came up in our GM diagnostic tool. We performed what Mrs. [redacted] requested of us on the 19th. When we returned her vehicle to her, it was free of codes. We are sorry her check engine light came back on for a completely different issue, but these things do happen on all makes of vehciels. The repairs we performed on the 19th needed to be done contrary to Mrs. [redacted] claim that they did not need to be performed. Many times we may have to fix one issue to fix another and in this case that is what happened. We needed to fix two, because there was another issue being clouded by these two. What Mrs. [redacted] also failed to state was we diagnosised her third issue for free likke the control circuit. So I am not quite sure why we should be reimbursing any money when we fixed what was requested along with already giving $198 worth of diagnosis for free. I do admit we came up short on our customer service as to follow up, and I apologize for that. WIth her free diagnosis from her second visit for a seperate concern, she knows what needs to be replaced. As for her request for $200, we gave her $200 worth of diagnosis that our technician did not get paid to perform and will not be refunding any money. We wish her well finding an upstanding establishment like ours to perform her future work on her vehicle.Eric Obaugh

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I will not have any problem finding a new place to have my vehicle serviced because Charlie Obaugh gave me no service at all. Their quality that they claim to provide is awful. I was [redacted] over by this company while trying to have my vehicle serviced there. This complaint shows how they will scam their customers out of money for repairs. I paid $203 to have my vehicle repaired only to find out that a "massive coincidence" happened and it would be another $500 to fix my problem that was there in the first place. I would advise any one who is thinking about having their vehicle serviced here to think twice and choose a place that instead is honest, will provide you with customer service and actually fix your vehicle. I will never make this mistake again.

Regards,

Review: I bought a 2007 equinox from this car lot and the sales person straight out lied to us about the vehicle. He assured us that the vehicle had a sound motor and body before we drove over two hours to look at the vehicle. Once we got there and drove the vehicle it had a small knocking sound, we ask the sales person about this and he assured us that the vehicle had been put up on the rack in the garage and nothing could be found to be wrong with the vehicle. We spoke with the salesman for a while about the vehicle and once again he assured us that the vehicle had been checked and nothing major could be found so we bought the vehicle. We had the vehicle two weeks and took it to the garage for a wheel bearing problem and that is when we found out that the vehicle had a rod knocking and the motor was about to go out. We were going to repair the wheel bearing and the windshield washer motor, which also did not work, but after we found out about the motor, we called the car lot and talked to them about the problem.

The car lot advised that all they would do, would be to pay the cost of a tow from our home to the car lot in [redacted], they advised we were offered to buy an extended warranty (over $ 1200.00), which we didn't do, because we trusted that when the sales person assured us that the vehicle had been checked and had no major problems he was being up front and honest about it. It is a shame that these sales people are allowed to out right lie to the customer to make a sale and nothing gets done about it.Desired Settlement: As I said, we have only had the vehicle a little over two weeks now, and would just like the motor repaired. Had the sales person not lied to us and told us that the vehicle had been checked and the motor was about to go out, we would have looked around and purchased another vehicle. The owners of these car lots need to be held responsible for what their sales people promise to customers.

Business

Response:

The vehicle in question was purchased by Ms. [redacted] on an AS-IS basis with no warranty, express or implied. She was offered the opportunity to purchase a service plan which would have indeed covered this repair, net of a small deductible, but she declined the coverage. We can provide all documentation that shows the AS-IS NO warranty and the offering of an extended service plan that was declined, if need be. Ms. [redacted] has unfortunately streched the words of our salesperson. Our salesperson, [redacted], informed Ms. [redacted] that the vehicle had passed Virginia state inspection and that nothing major had been found in our vehicle check over. We have paperwork to show this, too. There was no mentioning of a noise before or at time of purchase. Whether there was or was not a noise that is why we offer extended service plans to cover the unforeseen. Ms. [redacted] declined this coverage.The dealership has offered the customer $600 to help defray the cost of repair, but the customer has also declined this goodwill assistance. In addition, the dealership has also offered to trade the customer into a different vehicle so that they will be free of repair costs, but the customer has declined that offer as well.Thank you for your time,Eric Obaugh - Owner[redacted] - GSM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and after speaking with the owner Mr Obaugh, the business has agreed to help pay the cost to repair the motor, with this being done I find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Went to CHARLIE Obaugh Mazda to trade in my 2011 Chevy Camaro for a new 2014 Mazda 6 2.5L I Touring, conducted a test drive and decided I was ready to purchase today. I have been in the market for a car for about two weeks, when I asked for the out the door price, I was quoted a Price of $28,241.89 which included my trade-in, tax, title, and license written down on paper. I was reluctant with the price and asked for a discounted price of $500. Salesman requested my initials saying if I signed he would ask his sales manager if he would be able to lower the price by $500 dollars making the out the door price $27,741.89, all-inclusive with the trade and all, finalizing a deal. After discussing color of the car, preparing to finalize the sale, I requested the price difference of possibly registering the car in Florida rather then Virginia. After 25-30 minutes of waiting,I retrieved my pre-approved loan check ready to finish the deal, but salesman returned this time quoting a different price that we initially agreed upon. He explained that his Finance Clerk and Manager had given him the incorrect"deal" and was no longer able to honor the original agreed upon price. The out the door price was now being quoted as $30,712.25 written down on the Customer Worksheet without explaining who the deal was 'meant" for. The previous numbers of $27,741.89 were scratched out with marker. My experience at Charlie Obaugh was a Three Hour waste of time as they did not honor the original agreed upon price. This is unfortunate as I was ready to purchase and drive off the lot. Do we not honor verbal and written contracts anymore?Desired Settlement: If you spend 20 minutes explaining the cost to a consumer, quoting him at the price you originally brought into the office, The sales manager and finance manager should be able to Honor that price! The salesman is pitching a sales order that was given to him from his superiors only to change the out the door price at LAST second. I wasted time negotiating, contacting banks, and preparing insurance rates for three hours. I was and I still am ready to BUY, but I want the price that was originally quoted to me. I feel as I am being cheated of my money! My desired outcome is to drive off the Mazda Lot at the 27,741.89 out the door price I was ORIGINALLY quoted on PAPER with my Initials.

Business

Response:

After receiving this complaint from the customer, I responed to him via phone and explained the first out the door number he was given $27741.89 was without his trade incorporated into the first offer. If the customer wanted to trade his vehicle, which is negitive equity of $3029.86, which is when the value of the vehicle is less than what is owed to the bank. With this the out the door price would be $30712.25. The customers issue was he did not fully understand why the numbers were different, after fully explaining the figures of: Purchase Price - $26740.00 Rebate - $500.00 Taxes - $1077.64 Processing Fee - $299.00 Licenseing Fee - $65.75 Trade Difference - (-)$3029.86 Which totals the $30712.25 After explainging this to the customer, he said all of his questions had been answered throughlly and he was satisfied with the results.

Review: We went there to purchase a used truck and we were promised that they could add on a 5th wheel hitch to the truck by 2pm the next day. Also, the verbally agreed without writing it on the contract that they would pay for the 1/2 the hitch, which was not done. The next day the truck was not ready with the 5th wheel hitch when it was promised and the 5th wheel hitch was not properly installed as well. It was done so poorly missing bolts and parts that we had to get someone else to correct all the errors. I questioned whether the hitch installation actually cost $ 2,000 and they still will not answer my question as this was an estimate by their General Manager.Desired Settlement: I still want the true cost of the hitch, which has not been provided. They have now paid for the repairs to the hitch that we had to have done and reimbursed us a tank of gas and a night of camping. However, they never asked what the night of camping cost nor a tank of gas. We were told that the hitch was done so poorly by that dealership that we are lucky that our camper did not come off the hitch while were traveling down the road. They continued to defend the work that their service people did but I would not recommend anyone taking their vehicle there for an installation of a 5th wheel hitch.

Business

Response:

In response to Mrs. [redacted]' complaint, we have to disagree with most of her statement. The one item we do agree with is we agrreed to deliver them their new purchase at 2 pm and came up short. We have apologized over and over for the extended delay. We even offer mulitple times to put their tags back on their trade and void the deal. As a ma tter of fact, our salesperson actually put them back on at one point. As for her allegations concerning the deal on paying half of the fifth wheel and installation, we did this through discounting the original sales price by $1,000. It can all be shown through the paperwork of the deal. We have provided this to Mrs. [redacted] and her husband via email. So we did pay for half of the hitch as they paid for half too. They just gave an extra $1,000 towards the deal that they did not intend to by my conversation with Mr. [redacted]., but that can be shown also in the cash down line on the Buyer's Order. The deal and all monies are accounted for and are correct. The [redacted]s took their truck to look over the hitch installation once they returned from their trip and the shop found their were a couple of issues with the installation. We paid for the corrections through reimbursement to the [redacted]s. We also reimbursed them for the RV site nightly fee for the night they missed and also reimbursed them for a tank of fuel. We own an RV Center in [redacted], so I called them and asked what the rate would be at their best calculation for [redacted] and they came up with $75-$80, I gave $100 towards the fee. As for the fuel calculation, all I had to do is take the tank size of a 3500 DRW, 34 gallons, walk outside and look at the fuel sign at the station next to our store. At the time diesel fuel was running $2.79, I calculated $3 for safe measure. So if I missed, let me know, but I bet I am very close to the number for both.As for cost of the fifth wheel, it cost $2,000 as agreed upon by both parties.We as an organization always want to want to live up to the expectations to our customers. I believe on this deal we set the expectations too high for anyone to obtain. We are truly sorry for the delay on the installation of the fifth wheel and hope the [redacted]'s enjoy their new truck.Eric Obaugh

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

I am still waiting on $ 100 credit for an online offer that they had if you inquired about a vehicle online. You got a $100 of free accessories for the truck. I have emailed the salesperson today to see if the stuff has come in as we still have not gotten it yet. So, I am still waiting on that from them.

Business

Response:

In reference to the $100 issue, all items have been ordered and should be in soon. We would never short change one of our customers especially for the $100 internet credit. So this will be resolved over the next few days.Eric Obaugh

Consumer

Response:

I called the dealership yesterday and they will be mailing the $100 worth of items out today. Also, will be sending the other key to the truck that was not sent to us previously.