In answer to this complaint, we do not usually refund diagnostic fees but in this case we did refund $check #*** written on 3/30/after finding out she did have an extended warrantyIn regards to the a/c compressors that were installed, they were covered under her regular warranty at no
charge to her When she had the diagnostic done, she declined any work to be done.Since we did indeed refund the customer thier $and the other repairs were covered under warranty, I believe this case to be resolved.Best Regards,
*** *** ***Executive Officer/GM
Wells Fargo received the check on 2/27/17. It was signed for by G. Davis. We are going to see if we can reach someone there however being it is linked to a customer account they may not give us all of the information quickly. At this point I would like Mr. [redacted] to communicate with me directly since we did show we processed his claim properly and the issue now lies with Wells Fargo not processing the check. Once we can find out what happened to the check there we will either let them deposit the one they have or replace it after waiting the stop check amount of time. I respectfully request we close this case as resolved as we are 100% willing to handle this with our customer directly. Mr. [redacted] can reach me at ###-###-#### or email me at [redacted]@gatewaychevy.com.Thanks in advance,Howard T[redacted]
First and foremost we officially wish to apologize to Ms. [redacted] for any inconvenience she may have incurred. Our desire is certainly not to aggravate our good customer base but only to follow up in both sales and service. Ms. [redacted] has been on our books since early 2011. She has records in both our...
sales and service base as well as General Motors customer follow up center. We have recently added both new representatives as well as a new computer follow up system. Since Ms. [redacted] was entered several times she did receive calls from several reps. We have since deleted her number from our side of the data base and put several notes in our new system so the contacts should stop. We do wish to reach out to Ms. [redacted] in hopes she understands that we were not trying to annoy her and to try to repair any damage done to our previously quality relationship. I invite her to contact me directly to discuss this matter if she chooses.Respectfully,[redacted]
Good Morning,In regards to Mr. [redacted] complaint we respond as follows. We did address the concern regarding the dimming of the DIC in the Silverado. We did keep the vehicle and provide Mr. [redacted] with free loaner transportation while we tried to duplicate his concern of a blank screen. Our Service...
Manager, Shop Foreman, Electrical technician took several of the same models as control vehicles and all of them acted normally as designed by GM engineering. Per the attached service bulletin GM built in a safety feature to help prevent a failure of the cluster panel under certain temperature conditions. At this time we cannot duplicate a blank screen failure in Mr. [redacted] vehicle as he described. We did explain this to Mr. [redacted] and supplied him with the assistance contact for GM should he still have concerns. We are committed to helping resolve this for Mr. [redacted] any way GM wants us to. At this time there is nothing more Gateway can do as the vehicle is operating normally and we cannot duplicate any blank screen concern at this time. Respectfully,Howard T[redacted]
Dear Sir/Madam, In response to Mr. [redacted] claim we reply with the following. The vehicle he purchased on 7/27/16 was a Certified GM vehicle. To certify it has to pass a strict inspection over and above the normal process for pre-owned vehicles. Our technicians are GM trained to preform this...
inspection as we are bound by the procedures needed to certify. The issue here is Mr. [redacted] had his vehicle's exhaust and emission system modified. When we inspected it we found a bank 2 converter efficiency code active in the computer. Upon visual inspection the technician found one catalytic converter removed and original factory pipes cut out and new straight pipes were welded in their place. The stock mufflers have been removed and straight pipes were installed. These modifications cause errors in the emission control system computers and other sensitive systems monitored by the vehicle's computer. Mr. [redacted] apparently likes to modify exhaust on his vehicles as his 2004 Silverado which he traded in for the Camaro had the exhaust modified admittedly by him as well. We did explain that there will be no warranty on the work as long as the system remains modified and he is running a risk of damage by not having the proper exhaust installed. As always in a goodwill gesture, we will extend a discount should he choose to put his vehicle back to the stock condition it was in when we sold it. At that point most of his current issues will go away as the vehicle will operate as designed by the factory.Respectfully,Howard T[redacted]General Sales Manager
First and foremost I apologize for any confusion and inconvenience Mr. [redacted] has had regarding this situation. After reviewing the documents in question it simply appears there was a breakdown in the explanation of these contracts. # [redacted] is a road hazard coverage for damage to tires and wheels. This product is covered nation wide and not just for Arizona. So it can be used in any state. It is 100% true that there is a cancellation provision on the contract which details the specific terms to cancel. The second contract # [redacted] is a vehicle maintenance program that is only valid at our dealership and clearly states that in clear and specific language on the front of the contract. It also does state that it is a "non-cancelable" agreement. Having said that we do realize that unforeseen issues do arise which would require a customer to relocate their residence. Being we always opt to help a customer rather then totally deny their request we respectfully offer this resolution. Mr. [redacted] can elect to keep his wheel coverage as it will be valid at his new location (which was his original request). He can also elect to cancel and I will personally help him with the specific procedure to do so. As far as the maintenance product which technically is not cancelable we will offer to refund 75% of his purchase price. Any and all refunds will go directly to his lender on his behalf as is normal policy for finance products where the lender has advanced the funds to the dealership as part of the deal. Please have Mr. [redacted] reach me directly for assistance at ###-###-####. Respectfully submitted,Howard T[redacted]General Sales Manager
Tell us why here...Att: Resolution Dept. We have received the complaint from [redacted] and respond as follows. We did try to work things out with [redacted] here at the dealership however our attempts at resolution were all turned down by her. The vehicle was performing properly and when...
we looked at it again there was no signs of fuel intake malfunction. Her complaint stems from another shop trying to sell her a preventitive repair on an almost 10 year old car. Her paperwork from the other dealership said "suggest" replacement of the part which would mean it was functioning. We did offer her a discount here in an effort to satisfy her concern which she turned down. To continue our good rating with the Revdex.com as well as another effort to show her good customer service we will (as we have always told her) refund her the $110.00 for the other dealer's work and $25.00 extra to cover her fuel from Tempe to Avondale. Please consider this case closed and resolved as we will mail the check out today. Respectfully, [redacted]Executive Mgr/GM
We first and foremost apologize to Mr. [redacted] for the miscommunication regarding his repairs for his A/C system. Mr. [redacted] and I met yesterday to discuss his concerns. We both met with the technician who explained some of the issues that were causing the problem. Mr. [redacted] did agree with what was...
said. We came to an agreement to assist Mr. [redacted] with his repairs and currently are in the process of completing the work as agreed. I spoke to him this morning and he instructed me to consider this case 100% resolved to his satisfaction.Respectfully,Howard T[redacted]
Good Day,I just spoke to [redacted] and we went through all listed records with her information on them. I cleared them all so hopefully all contact will be stopped. I do fully apologize for any inconvenience.[redacted] agreed this was a satisfactory resolution.Respectfully,Howard T[redacted]
Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved.If you can also clarify on the portion where the contract will be resended it would be greatly appriciated.
Regards,
[redacted]
Thank you for bringing this to our attention. GAP refunds are via a 3rd party company so there is usually a lag time associated with the process. I did check with our business office and the refund was sent to Wells Fargo on 2/22/2017. The check # is [redacted] in the amount of $443.33 which is the...
proper refund based on the $500.00 original purchase price. Should there be an over payment to Wells they would then issue funds directly to the customer. I hope this information helps and I would certainly assist with any questions Mr. [redacted] may have in the future. I respectfully request this matter be closed as resolved.Respectfully,Howard T[redacted]General Sales Manager
In regards to the complaint #[redacted]. The GM, [redacted]., has reached out to the customer and left a message, but as of yet has had no reply. The customer in question, did indeed buy the car, and take possession. We have the signed contracts that the bank has approved. ...
However, we do not want an unhappy customer and we are going to resend the contract. We are in possession of the vehicle.We will consider this matter closed at this time.Best Regards,[redacted].Executive Mgr/GM
Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Wells Fargo does not reflect receiving that check, they received check 343576 that did not include the GAP refund, they endorsed the check and returned to me
Bureau:
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have been in contact with Mrs. [redacted]. Currently we are working on her vehicle and a resolution of her finance concerns. I did give several options which they will discuss and let me know how to proceed. I certainly apologize to the [redacted] for any inconvenience regarding their experience. I will do my best to give them a solution that makes them happy.Sincerely,Howard T[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that the calls have stopped and I am satisfied with this response and action taken.
Regards,
[redacted]
I am aware that mistakes do happen in business. I am also of the understanding that if the price is marked on an item, that is the price that it is sold at. On the flip side of this, if I had been quoted at a higher price, the business would not come back and tell me they made a mistake in charging me too much. Advertised items sitting on the lot have plenty of opportunity prior to customers attempting to purchase them to be inspected and corrected. This was not an online transaction or a news paper add. This was, as you see marked in the window of the vehicle.R/S[redacted]
In answer to this complaint, we do not usually refund diagnostic fees but in this case we did refund $check #*** written on 3/30/after finding out she did have an extended warrantyIn regards to the a/c compressors that were installed, they were covered under her regular warranty at no
charge to her When she had the diagnostic done, she declined any work to be done.Since we did indeed refund the customer thier $and the other repairs were covered under warranty, I believe this case to be resolved.Best Regards,
*** *** ***Executive Officer/GM
Wells Fargo received the check on 2/27/17. It was signed for by G. Davis. We are going to see if we can reach someone there however being it is linked to a customer account they may not give us all of the information quickly. At this point I would like Mr. [redacted] to communicate with me directly since we did show we processed his claim properly and the issue now lies with Wells Fargo not processing the check. Once we can find out what happened to the check there we will either let them deposit the one they have or replace it after waiting the stop check amount of time. I respectfully request we close this case as resolved as we are 100% willing to handle this with our customer directly. Mr. [redacted] can reach me at ###-###-#### or email me at [redacted]@gatewaychevy.com.Thanks in advance,Howard T[redacted]
First and foremost we officially wish to apologize to Ms. [redacted] for any inconvenience she may have incurred. Our desire is certainly not to aggravate our good customer base but only to follow up in both sales and service. Ms. [redacted] has been on our books since early 2011. She has records in both our...
sales and service base as well as General Motors customer follow up center. We have recently added both new representatives as well as a new computer follow up system. Since Ms. [redacted] was entered several times she did receive calls from several reps. We have since deleted her number from our side of the data base and put several notes in our new system so the contacts should stop. We do wish to reach out to Ms. [redacted] in hopes she understands that we were not trying to annoy her and to try to repair any damage done to our previously quality relationship. I invite her to contact me directly to discuss this matter if she chooses.Respectfully,[redacted]
Good Morning,In regards to Mr. [redacted] complaint we respond as follows. We did address the concern regarding the dimming of the DIC in the Silverado. We did keep the vehicle and provide Mr. [redacted] with free loaner transportation while we tried to duplicate his concern of a blank screen. Our Service...
Manager, Shop Foreman, Electrical technician took several of the same models as control vehicles and all of them acted normally as designed by GM engineering. Per the attached service bulletin GM built in a safety feature to help prevent a failure of the cluster panel under certain temperature conditions. At this time we cannot duplicate a blank screen failure in Mr. [redacted] vehicle as he described. We did explain this to Mr. [redacted] and supplied him with the assistance contact for GM should he still have concerns. We are committed to helping resolve this for Mr. [redacted] any way GM wants us to. At this time there is nothing more Gateway can do as the vehicle is operating normally and we cannot duplicate any blank screen concern at this time. Respectfully,Howard T[redacted]
Dear Sir/Madam, In response to Mr. [redacted] claim we reply with the following. The vehicle he purchased on 7/27/16 was a Certified GM vehicle. To certify it has to pass a strict inspection over and above the normal process for pre-owned vehicles. Our technicians are GM trained to preform this...
inspection as we are bound by the procedures needed to certify. The issue here is Mr. [redacted] had his vehicle's exhaust and emission system modified. When we inspected it we found a bank 2 converter efficiency code active in the computer. Upon visual inspection the technician found one catalytic converter removed and original factory pipes cut out and new straight pipes were welded in their place. The stock mufflers have been removed and straight pipes were installed. These modifications cause errors in the emission control system computers and other sensitive systems monitored by the vehicle's computer. Mr. [redacted] apparently likes to modify exhaust on his vehicles as his 2004 Silverado which he traded in for the Camaro had the exhaust modified admittedly by him as well. We did explain that there will be no warranty on the work as long as the system remains modified and he is running a risk of damage by not having the proper exhaust installed. As always in a goodwill gesture, we will extend a discount should he choose to put his vehicle back to the stock condition it was in when we sold it. At that point most of his current issues will go away as the vehicle will operate as designed by the factory.Respectfully,Howard T[redacted]General Sales Manager
First and foremost I apologize for any confusion and inconvenience Mr. [redacted] has had regarding this situation. After reviewing the documents in question it simply appears there was a breakdown in the explanation of these contracts. # [redacted] is a road hazard coverage for damage to tires and wheels. This product is covered nation wide and not just for Arizona. So it can be used in any state. It is 100% true that there is a cancellation provision on the contract which details the specific terms to cancel. The second contract # [redacted] is a vehicle maintenance program that is only valid at our dealership and clearly states that in clear and specific language on the front of the contract. It also does state that it is a "non-cancelable" agreement. Having said that we do realize that unforeseen issues do arise which would require a customer to relocate their residence. Being we always opt to help a customer rather then totally deny their request we respectfully offer this resolution. Mr. [redacted] can elect to keep his wheel coverage as it will be valid at his new location (which was his original request). He can also elect to cancel and I will personally help him with the specific procedure to do so. As far as the maintenance product which technically is not cancelable we will offer to refund 75% of his purchase price. Any and all refunds will go directly to his lender on his behalf as is normal policy for finance products where the lender has advanced the funds to the dealership as part of the deal. Please have Mr. [redacted] reach me directly for assistance at ###-###-####. Respectfully submitted,Howard T[redacted]General Sales Manager
Tell us why here...Att: Resolution Dept. We have received the complaint from [redacted] and respond as follows. We did try to work things out with [redacted] here at the dealership however our attempts at resolution were all turned down by her. The vehicle was performing properly and when...
we looked at it again there was no signs of fuel intake malfunction. Her complaint stems from another shop trying to sell her a preventitive repair on an almost 10 year old car. Her paperwork from the other dealership said "suggest" replacement of the part which would mean it was functioning. We did offer her a discount here in an effort to satisfy her concern which she turned down. To continue our good rating with the Revdex.com as well as another effort to show her good customer service we will (as we have always told her) refund her the $110.00 for the other dealer's work and $25.00 extra to cover her fuel from Tempe to Avondale. Please consider this case closed and resolved as we will mail the check out today. Respectfully, [redacted]Executive Mgr/GM
We first and foremost apologize to Mr. [redacted] for the miscommunication regarding his repairs for his A/C system. Mr. [redacted] and I met yesterday to discuss his concerns. We both met with the technician who explained some of the issues that were causing the problem. Mr. [redacted] did agree with what was...
said. We came to an agreement to assist Mr. [redacted] with his repairs and currently are in the process of completing the work as agreed. I spoke to him this morning and he instructed me to consider this case 100% resolved to his satisfaction.Respectfully,Howard T[redacted]
Good Day,I just spoke to [redacted] and we went through all listed records with her information on them. I cleared them all so hopefully all contact will be stopped. I do fully apologize for any inconvenience.[redacted] agreed this was a satisfactory resolution.Respectfully,Howard T[redacted]
Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved.If you can also clarify on the portion where the contract will be resended it would be greatly appriciated.
Regards,
[redacted]
Thank you for bringing this to our attention. GAP refunds are via a 3rd party company so there is usually a lag time associated with the process. I did check with our business office and the refund was sent to Wells Fargo on 2/22/2017. The check # is [redacted] in the amount of $443.33 which is the...
proper refund based on the $500.00 original purchase price. Should there be an over payment to Wells they would then issue funds directly to the customer. I hope this information helps and I would certainly assist with any questions Mr. [redacted] may have in the future. I respectfully request this matter be closed as resolved.Respectfully,Howard T[redacted]General Sales Manager
In regards to the complaint #[redacted]. The GM, [redacted]., has reached out to the customer and left a message, but as of yet has had no reply. The customer in question, did indeed buy the car, and take possession. We have the signed contracts that the bank has approved. ...
However, we do not want an unhappy customer and we are going to resend the contract. We are in possession of the vehicle.We will consider this matter closed at this time.Best Regards,[redacted].Executive Mgr/GM
Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Wells Fargo does not reflect receiving that check, they received check 343576 that did not include the GAP refund, they endorsed the check and returned to me
Better Business...
Bureau:
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have been in contact with Mrs. [redacted]. Currently we are working on her vehicle and a resolution of her finance concerns. I did give several options which they will discuss and let me know how to proceed. I certainly apologize to the [redacted] for any inconvenience regarding their experience. I will do my best to give them a solution that makes them happy.Sincerely,Howard T[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that the calls have stopped and I am satisfied with this response and action taken.
Regards,
[redacted]
I am aware that mistakes do happen in business. I am also of the understanding that if the price is marked on an item, that is the price that it is sold at. On the flip side of this, if I had been quoted at a higher price, the business would not come back and tell me they made a mistake in charging me too much. Advertised items sitting on the lot have plenty of opportunity prior to customers attempting to purchase them to be inspected and corrected. This was not an online transaction or a news paper add. This was, as you see marked in the window of the vehicle.R/S[redacted]