Coad Chevrolet Olds Pontiac Buick Cadillac

Mrs [redacted] brought back the vehicle that she had and we provided her a different vehicle that she requested

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Ila Williams

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

All repairs done to *** ** *** vehicle, Chevrolet Traverse, were done correctly and all estimates were provided. His wife, *** ***, brought the vehicle in each time. *** *** also gave the approval for the repairs over the phone on every individual repair.
The approval was documented on the repair orders each time it was given.The first repair was RO# *** and was for $809.12. It was completed on January 12, 2018. This repair was for new wiper blades the customer requested, an oil change the customer requested, repair of an exhaust leak that the customer requested, an oil change the customer requested, repair of an exhaust leak that the customer requested due to a technician recommendation, and a repair due to the customer stating that the check engine light was on. This repair was unrelated to any of the subsequent repairs done by our shop.The second repair was RO# *** and was for $1,103.04. It was completed on January 18, 2018. This repair was to replace damaged valve cover gaskets to stop oil from leaking into the ignition coils. The leaking oil caused some of the ignition coils to fail. Only the coils that were failing were replaced at this time. We did not replace any coils that were not failing because it was not necessary.The third repair was RO# *** and was for $47.50. It was completed on January 25, 2018. Even though we had replaced all of the currently failing coils on Ro# *** unfortunately *** *** *** *** had driven their vehicle with failed coils too long. Because the vehicle was not brought into a mechanic's shop sooner to have the coils replaced, the damaged coils caused long term damage to converters that did not show until they failed. We informed the customers of the issue and how it happened and why, and they chose to decline the repair. We charged them for the diagnostic time it took us to figure out what was wrong with the vehicle. This is a standard practice in the industry. The vehicle left our shop on January 25, with 145,miles.On March 12, 2018, Coad Cheverlet-Buick-Ford received a call that the customers wanted their converters replaced. *** Washer, the service manager, informed the customers again that if they continued to drive the vehicle they would be doing damage to the vehicle. *** ***, General Manager of Coad Chevrolet-Buick-Ford, then spoke with *** *** and told her that the service department could set up a tow for their vehicle if they didn't want to do it themselves. *** *** accepted the offer. At no point did *** *** imply or explicitly state that Coad Chevrolet-Buick-Ford or anyone other than the customer would be paying for the tow. He merely offered to assist the customer in acquiring a tow truck to get the vehicle to the mechanic shop. The vehicle was brought into Coad's and the service department opened a new repair ticket. This repair was RO# *** and was for $1290.53. This RO contained the tow bill, and the replacement of two failed converters. In replacing those converters and doing a close inspection of the vehicle our technicians found further damage that had been done due to the customers choosing not to repair the converters in January. Another converter had failed due to this third converter was a direct result of driving the vehicle with the two failed converter that were found on January 25, that the customers declined to repair against our recommendation. *** Washer called *** *** and informed her that the third also informed her that the third failed converter was not in the first estimate of $1290.53. Shortly after *** *** spoke to *** ***, *** Smith called *** ***. Instantly *** *** became agitated and demanded that the dealership pay for the $bill that it would take to replace the third failed converter or he would not pay for anything and would take back his vehicle.On the second, third, and fourth repair, even though the Smith's had not purchased the vehicle from Coad Chevrolet-Buick-Ford, we deviated from our policy and supplied the customers with a free loaner vehicle in order to help with both the cost and inconvenience of the vehicle needing repairs.*** *** nor *** *** were ever spoken to in a manner that would be viewed as unprofessional on the phone or in person. *** *** was greeted in the service drive by *** Washer, service manager, and *** ***, general manager, and *** ***, general manager, just like all customers with problems and concerns are. There were no other customers in the service drive at the time of the conversation with *** ***. As our company policy requires, we did make an attempt to verify the funds with the bank due to *** ***'s disposition and his adamancy that he would not be paying for his repairs. *** *** demanded that we release his vehicle to the tow company so he could remove his vehicle from our stop without paying for the two replaced converters and his first tow bill. Due to *** ***'s disruptive behavior suspicion was drawn to the credibility and security of his check. When we called the bank, there was no one available to verify *** ***'s funds so instead of making him wait, we decided to accept his check against policy, and allow him to leave and have his vehicle towed to the new shop of his choosing.Over the course of the events listed above, the general manager, *** ***, suggested on multiple occasions to *** ***, that they should sell the vehicle and find another, more reliable vehicle to prevent them dumping thousands of dollars into the traverse. *** *** suggested this due to the high mileage and year of the vehicle. He knew that based off its current value it would be more economical to invest in a newer vehicle than spend money on a repair of this magnitude.Over the course of the past months, Coad Chevrolet-Buick-Ford and their agents have provided quality service to the Smith's. We violated company policy for them multiple times to attempt to accommodate them and offered solutions, suggestions, and recommendations to prevent the Smith's from spending an excessive amount of money on repairs; All of which were ignored

See attached

Mrs*** brought back the vehicle that she had and we provided her a different vehicle that she requested

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,
*** ***

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,
Ila Williams

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,
*** ***

Complaint: ***
From ***:? ? The first repair was RO# ***? and was for $809.12.? It was completed on January 12, 2018.? This repair was for new wiper blades the customer requested, an oil change the customer requested, repair of an exhaust leak that the customer requested, an oil change the customer requested, repair of an exhaust leak that the customer requested due to a technician recommendation, and a repair due to the customer stating that the check engine light was on.? This repair was unrelated to any of the subsequent repairs done by our shop.My Response: January 12th This was what was done to our vehicle - Wiper Blades Purge Solenoid Valve Oil Change Replaced Spark Plugs Replaced Intake Manifold GasketFaulty Exhaust Gasket(At this time I would think that as much as the mechanic was under in and around our engine, I am 100% positive that you would of noticed what brought us back for the second time in less then days)From Coad:? The second repair was RO# ***? and was for $1,103.04.? It was completed on January 18, 2018.? This repair was to replace damaged valve cover gaskets to stop oil from leaking into the ignition coils.? The leaking oil caused some of the ignition coils to fail.? Only the coils that were failing were replaced at this time.? We did not replace any coils that were not failing because it was not necessary.My Response: Repair Order *** Was missed do to the fact that Coad's mechanic didn't take the time to correctly diagnose our vehicle! When they changed the spark plugs you would of noticed leaking oil from the valve covers(A Certified Mechanic Is What It Says (Certified)? From Coad:? The third repair was RO# *** and was for $47.50.? It was completed on January 25, 2018.? Even though we had replaced all of the currently failing coils on Ro# ***, unfortunately *** *** *** *** had driven their vehicle with failed coils too long.? Because the vehicle was not brought into a mechanic's shop sooner to have the coils replaced, the damaged coils caused long term damage to converters that did not show until they failed.? We informed the customers of the issue and how it happened and why, and they chose to decline the repair.? We charged them for the diagnostic time it took us to figure out what was wrong with the vehicle.? This is a standard practice in the industry.? The vehicle left our shop on January 25, with 145,miles.My Response: My Wife did have to bring the vehicle back in for the 3rd time due to the fact in less then days a check engine light had came onMy wife took the vehicle? back to CoadAt this time they did run a test and did state that ((((the Converters)))) would need replaced! *** *** did state that his son had a vehicle that did the same thing and he was able to make it last a while longer( Now I know this is a risk, but after putting $dollars in above repairs, and the estimate that they gave us verbally was $to replace the ((((Converters)))) it was a risk we had to take...? From Coad:? On March 12, 2018, Coad Cheverlet-Buick-Ford received a call that the customers wanted their converters replaced.? *** ***, the service manager, informed the customers again that if they continued to drive the vehicle they would be doing damage to the vehicle.? *** ***, General Manager of Coad Chevrolet-Buick-Ford, then spoke with *** *** and told her that the service department could set up a tow for their vehicle if they didn't want to do it themselves.? *** *** accepted the offer.? At no point did *** *** imply or explicitly state that Coad Chevrolet-Buick-Ford or anyone other than the customer would be paying for the tow.? He merely offered to assist the customer in acquiring a tow truck to get the vehicle to the mechanic shop.? The vehicle was brought into Coad's and the service department opened a new repair ticket.? This repair was RO# *** and was for $1290.53.? This RO contained the tow bill, and the replacement of two failed converters.? In replacing those converters and doing a close inspection of the vehicle our technicians found further damage that had been done due to the customers choosing not to repair the converters in January.? Another converter had failed due to this third converter was a direct result of driving the vehicle with the two failed converter that were found on January 25, that the customers declined to repair against our recommendation.? *** *** called *** *** and informed her that the third also informed her that the third failed converter was not in the first estimate of $1290.53.? Shortly after *** *** spoke to *** ***, *** *** called *** ***.? Instantly Mr*** became agitated and demanded that the dealership pay for the $bill that it would take to replace the third failed converter or he would not pay for anything and would take back his vehicle.My Response: We were informed from the 3rd Repair Order #715296? that we would need to replace the (((converters))) We chose not to and the result was not in our favorWe did authorize Coad to replace the ((Converters)) for the $that we agreed onThe problem here is simple - the word ((converters)) means all of them not just and you want to charge us another $for a 3rdI did get mad! I wasn't nice on the Phone! I was upset! We were told one thing and led to believe that our converters were to be replaced - rather it is - - or converters we were told our converters to be replaced would cost $Dollars! And for them to say (Mr*** words above) -? Another converter had failed due to this third converter was a direct result of driving the vehicle with the two failed converter that were found on January 25, that the customers declined to repair against our recommendation, is obnoxious!? Mr*** States:? On the second, third, and fourth repair, even though the ***'s had not purchased the vehicle from Coad Chevrolet-Buick-Ford, we deviated from our policy and supplied the customers with a free loaner vehicle in order to help with both the cost and inconvenience of the vehicle needing repairs.My Response: It doesn't matter where I purchase a General Motor Vehicle From! I trusted the fact that they advertise Certified Mechanic and that they are affiliated with GMAnd For them to deviate from there policy - That might be due to the fact we are in a town of People and that my wife works for the company that *** *** The General Manager Of Coad In Anna Does Business with for his insurance needs! (She has been there years) We stated in our original complaint that we were very grateful for them to allow my wife to get back and forth to work while they had the vehicle and were waiting on parts.? ? Mr*** States:? Mr*** nor Mrs*** were ever spoken to in a manner that would be viewed as unprofessional on the phone or in person.? Mr*** was greeted in the service drive by *** ***, service manager, and *** ***, general manager, and *** ***, general manager, just like all customers with problems and concerns are.? There were no other customers in the service drive at the time of the conversation with Mr***.? As our company policy requires, we did make an attempt to verify the funds with the bank due to Mr***'s disposition and his adamancy that he would not be paying for his repairs.? Mr*** demanded that we release his vehicle to the tow company so he could remove his vehicle from our stop without paying for the two replaced converters and his first tow bill.? Due to Mr***'s disruptive behavior suspicion was drawn to the credibility and security of his check.? When we called the bank, there was no one available to verify Mr***'s funds so instead of making him wait, we decided to accept his check against policy, and allow him to leave and have his vehicle towed to the new shop of his choosing.My Response: After the phone conversation with Mr***! I hung up and began looking for another repair facility in our areaI called *** *** and asked if the bill was ready and how much it was so I could transfer money over to my checking from savingsHe told me the total and that they would have the bill ready when I got thereI did call a tow truck driver to meet me at Coad to take my vehicle to the new repair facilityWhen I got there, *** *** Or Mr *** was not in the service areaI meet with one of the other Service Writers, and told him I was here to pick up my vehicle*** *** And *** *** Then came inI looked over the bill and told them I wasn't going to pay dollars for a tow bill from my home to coad! When all it was going to cost me was to take it to my new repair facility(Much Farther Away then my home to Coad) Mr*** immediately went in attack mode and said you won't get your vehicle until all is paidI had *** *** talk to my wife on the phone, because he led her to believe Coad would take care of the Bill to have it towed from our home to CoadAs far as the check writing incident *** *** could have handled this situation better(But Didn't) In return I was made to look like a fool!? Mr*** States:Over the course of the events listed above, the general manager, *** ***, suggested on multiple occasions to *** ***, that they should sell the vehicle and find another, more reliable vehicle to prevent them dumping thousands of dollars into the traverse.? *** *** suggested this due to the high mileage and year of the vehicle.? He knew that based off its current value it would be more economical to invest in a newer vehicle than spend money on a repair of this magnitude.Over the course of the past months, Coad Chevrolet-Buick-Ford and their agents have provided quality service to the ***'s.? We violated company policy for them multiple times to attempt to accommodate them and offered solutions, suggestions, and recommendations to prevent the ***'s from spending an excessive amount of money on repairs; All of which were ignored.My Response: These two paragraphs make me laugh! It is the Job of a dealership to suggest and recommend for a customer to trade or replace a vehicle when they see one with repair issuesThe reason that we chose not to was because in Gm and I split the cost of a new transmission to be installed in this vehicleAlso this is our second vehicle - so in our minds it was better and? more cost effective to have this vehicle fixed then to purchase a new -thousand dollar vehicleMy wife only drives this vehicle from work to home and sometimes fartherSo trading and buying a new vehicle was not what we wanted to doAt no time where we informed that Coad was breaking Company Policy!? UPDATE:? Since we have taken our vehicle from Coad to the new repair facility We paid an additional to have the vehicle safeCoad did diagnose the converters correctly, (but should of said they were only going to replace not 3)We did have to put new tires on the vehicle due to metal showing bad on one tire.(Coad never informed us of this as many times that this vehicle was in there service department) We also replaced sprayer nozzles that were not working correctly(Coad should of found this in there GM oil change.) Here is the list of all things found wrong that was never mentioned to us at Coad!? This is actual comments from the technician that looked our vehicle over1.Left *** nozzle is broken/not spraying correctlyRecommend replacing both *** nozzles in the frontWipers are good2.? Needs Air/Fuel Fuel Induction System Cleaning - there is a lot of deposit buildup in the throttle valve inlet(Coad had this part off a couple times)3.? Tires are very bad - Front tires are unsafe! (We are not talking just a little wire showing, we are talking a whole patch of wireVery Noticeable)? 4.? Transmission cooler lines are leaking and need to be replaced(Coad had this vehicle in the air several times, but failed to notice or mention this to us)As before the desired outcome that we are looking for is that Coad repay us for the we paid for the 3rd converter (cheaper? then there estimate) And The For the tow bill they charged us to take our vehicle miles.Total of? 586.19?
Sincerely,
*** **? ***

See attached.

All repairs done to [redacted] vehicle, 2009 Chevrolet Traverse, were done correctly and all estimates were provided.  His wife, [redacted], brought the vehicle in each time.  [redacted] also gave the approval for the repairs over the phone on every individual repair. ...

The approval was documented on the repair orders each time it was given.The first repair was RO# [redacted] and was for $809.12.  It was completed on January 12, 2018.  This repair was for new wiper blades the customer requested, an oil change the customer requested, repair of an exhaust leak that the customer requested, an oil change the customer requested, repair of an exhaust leak that the customer requested due to a technician recommendation, and a repair due to the customer stating that the check engine light was on.  This repair was unrelated to any of the subsequent repairs done by our shop.The second repair was RO# [redacted] and was for $1,103.04.  It was completed on January 18, 2018.  This repair was to replace damaged valve cover gaskets to stop oil from leaking into the ignition coils.  The leaking oil caused some of the ignition coils to fail.  Only the coils that were failing were replaced at this time.  We did not replace any coils that were not failing because it was not necessary.The third repair was RO# [redacted] and was for $47.50.  It was completed on January 25, 2018.  Even though we had replaced all of the currently failing coils on Ro# [redacted] unfortunately [redacted] had driven their vehicle with failed coils too long.  Because the vehicle was not brought into a mechanic's shop sooner to have the coils replaced, the damaged coils caused long term damage to converters that did not show until they failed.  We informed the customers of the issue and how it happened and why, and they chose to decline the repair.  We charged them for the diagnostic time it took us to figure out what was wrong with the vehicle.  This is a standard practice in the industry.  The vehicle left our shop on January 25, 2018 with 145,651 miles.On March 12, 2018, Coad Cheverlet-Buick-Ford received a call that the customers wanted their converters replaced.  [redacted] Washer, the service manager, informed the customers again that if they continued to drive the vehicle they would be doing damage to the vehicle.  [redacted], General Manager of Coad Chevrolet-Buick-Ford, then spoke with [redacted] and told her that the service department could set up a tow for their vehicle if they didn't want to do it themselves.  [redacted] accepted the offer.  At no point did [redacted] imply or explicitly state that Coad Chevrolet-Buick-Ford or anyone other than the customer would be paying for the tow.  He merely offered to assist the customer in acquiring a tow truck to get the vehicle to the mechanic shop.  The vehicle was brought into Coad's and the service department opened a new repair ticket.  This repair was RO# [redacted] and was for $1290.53.  This RO contained the tow bill, and the replacement of two failed converters.  In replacing those converters and doing a close inspection of the vehicle our technicians found further damage that had been done due to the customers choosing not to repair the converters in January.  Another converter had failed due to this third converter was a direct result of driving the vehicle with the two failed converter that were found on January 25, 2018 that the customers declined to repair against our recommendation.  [redacted] Washer called [redacted] and informed her that the third also informed her that the third failed converter was not in the first estimate of $1290.53.  Shortly after [redacted] spoke to [redacted] Smith called [redacted].  Instantly [redacted] became agitated and demanded that the dealership pay for the $600 bill that it would take to replace the third failed converter or he would not pay for anything and would take back his vehicle.On the second, third, and fourth repair, even though the Smith's had not purchased the vehicle from Coad Chevrolet-Buick-Ford, we deviated from our normal policy and supplied the customers with a free loaner vehicle in order to help with both the cost and inconvenience of the vehicle needing repairs.[redacted] nor [redacted] were ever spoken to in a manner that would be viewed as unprofessional on the phone or in person.  [redacted] was greeted in the service drive by [redacted] Washer, service manager, and [redacted], general manager, and [redacted], general manager, just like all customers with problems and concerns are.  There were no other customers in the service drive at the time of the conversation with [redacted].  As our company policy requires, we did make an attempt to verify the funds with the bank due to [redacted]'s disposition and his adamancy that he would not be paying for his repairs.  [redacted] demanded that we release his vehicle to the tow company so he could remove his vehicle from our stop without paying for the two replaced converters and his first tow bill.  Due to [redacted]'s disruptive behavior suspicion was drawn to the credibility and security of his check.  When we called the bank, there was no one available to verify [redacted]'s funds so instead of making him wait, we decided to accept his check against policy, and allow him to leave and have his vehicle towed to the new shop of his choosing.Over the course of the events listed above, the general manager, [redacted], suggested on multiple occasions to [redacted], that they should sell the vehicle and find another, more reliable vehicle to prevent them dumping thousands of dollars into the traverse.  [redacted] suggested this due to the high mileage and year of the vehicle.  He knew that based off its current value it would be more economical to invest in a newer vehicle than spend money on a repair of this magnitude.Over the course of the past months, Coad Chevrolet-Buick-Ford and their agents have provided quality service to the Smith's.  We violated company policy for them multiple times to attempt to accommodate them and offered solutions, suggestions, and recommendations to prevent the Smith's from spending an excessive amount of money on repairs; All of which were ignored.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Ila Williams

Mrs. [redacted] brought back the vehicle that she had and we provided her a different vehicle that she requested.

Complaint: [redacted]
From [redacted]:  The first repair was RO# [redacted] and was for $809.12.  It was completed on January 12, 2018.  This repair was for new wiper blades the customer requested, an oil change the customer requested, repair of an exhaust leak that the customer requested, an oil change the customer requested, repair of an exhaust leak that the customer requested due to a technician recommendation, and a repair due to the customer stating that the check engine light was on.  This repair was unrelated to any of the subsequent repairs done by our shop.My Response: January 12th This was what was done to our vehicle - 1. Wiper Blades 2. Purge Solenoid Valve 3. Oil Change 4. Replaced Spark Plugs 5. Replaced Intake Manifold Gasket6. Faulty Exhaust Gasket. (At this time I would think that as much as the mechanic was under in and around our engine, I am 100% positive that you would of noticed what brought us back for the second time in less then 6 days)From Coad: The second repair was RO# [redacted] and was for $1,103.04.  It was completed on January 18, 2018.  This repair was to replace damaged valve cover gaskets to stop oil from leaking into the ignition coils.  The leaking oil caused some of the ignition coils to fail.  Only the coils that were failing were replaced at this time.  We did not replace any coils that were not failing because it was not necessary.My Response: Repair Order [redacted] Was missed do to the fact that Coad's mechanic didn't take the time to correctly diagnose our vehicle! When they changed the spark plugs you would of noticed leaking oil from the valve covers. (A Certified Mechanic Is What It Says (Certified) From Coad: The third repair was RO# [redacted] and was for $47.50.  It was completed on January 25, 2018.  Even though we had replaced all of the currently failing coils on Ro# [redacted], unfortunately [redacted] had driven their vehicle with failed coils too long.  Because the vehicle was not brought into a mechanic's shop sooner to have the coils replaced, the damaged coils caused long term damage to converters that did not show until they failed.  We informed the customers of the issue and how it happened and why, and they chose to decline the repair.  We charged them for the diagnostic time it took us to figure out what was wrong with the vehicle.  This is a standard practice in the industry.  The vehicle left our shop on January 25, 2018 with 145,651 miles.My Response: My Wife did have to bring the vehicle back in for the 3rd time due to the fact in less then 3 days a check engine light had came on. My wife took the vehicle back to Coad. At this time they did run a test and did state that ((((the Converters)))) would need replaced! [redacted] did state that his son had a vehicle that did the same thing and he was able to make it last a while longer. ( Now I know this is a risk, but after putting $1959.66 dollars in above repairs, and the estimate that they gave us verbally was $1200.00 to replace the ((((Converters)))) it was a risk we had to take... From Coad: On March 12, 2018, Coad Cheverlet-Buick-Ford received a call that the customers wanted their converters replaced.  [redacted], the service manager, informed the customers again that if they continued to drive the vehicle they would be doing damage to the vehicle.  [redacted], General Manager of Coad Chevrolet-Buick-Ford, then spoke with [redacted] and told her that the service department could set up a tow for their vehicle if they didn't want to do it themselves.  [redacted] accepted the offer.  At no point did [redacted] imply or explicitly state that Coad Chevrolet-Buick-Ford or anyone other than the customer would be paying for the tow.  He merely offered to assist the customer in acquiring a tow truck to get the vehicle to the mechanic shop.  The vehicle was brought into Coad's and the service department opened a new repair ticket.  This repair was RO# [redacted] and was for $1290.53.  This RO contained the tow bill, and the replacement of two failed converters.  In replacing those converters and doing a close inspection of the vehicle our technicians found further damage that had been done due to the customers choosing not to repair the converters in January.  Another converter had failed due to this third converter was a direct result of driving the vehicle with the two failed converter that were found on January 25, 2018 that the customers declined to repair against our recommendation.  [redacted] called [redacted] and informed her that the third also informed her that the third failed converter was not in the first estimate of $1290.53.  Shortly after [redacted] spoke to [redacted] called [redacted].  Instantly Mr. [redacted] became agitated and demanded that the dealership pay for the $600 bill that it would take to replace the third failed converter or he would not pay for anything and would take back his vehicle.My Response: We were informed from the 3rd Repair Order #715296 that we would need to replace the (((converters))) We chose not to and the result was not in our favor. We did authorize Coad to replace the ((Converters)) for the $1200.00 that we agreed on. The problem here is simple - the word ((converters)) means all of them not just 2 and you want to charge us another $600.00 for a 3rd. I did get mad! I wasn't nice on the Phone! I was upset! We were told one thing and led to believe that our converters were to be replaced - rather it is 1 - 2 - or 3 converters we were told our converters to be replaced would cost $1200.00 Dollars! And for them to say (Mr. [redacted] words above) - Another converter had failed due to this third converter was a direct result of driving the vehicle with the two failed converter that were found on January 25, 2018 that the customers declined to repair against our recommendation, is obnoxious! Mr. [redacted] States: On the second, third, and fourth repair, even though the [redacted]'s had not purchased the vehicle from Coad Chevrolet-Buick-Ford, we deviated from our normal policy and supplied the customers with a free loaner vehicle in order to help with both the cost and inconvenience of the vehicle needing repairs.My Response: It doesn't matter where I purchase a General Motor Vehicle From! I trusted the fact that they advertise Certified Mechanic and that they are affiliated with GM. And For them to deviate from there normal policy - That might be due to the fact we are in a town of 4700 People and that my wife works for the company that [redacted] The General Manager Of Coad In Anna Does Business with for his insurance needs! (She has been there 17 years) We stated in our original complaint that we were very grateful for them to allow my wife to get back and forth to work while they had the vehicle and were waiting on parts.  Mr. [redacted] States: Mr. [redacted] nor Mrs. [redacted] were ever spoken to in a manner that would be viewed as unprofessional on the phone or in person.  Mr. [redacted] was greeted in the service drive by [redacted], service manager, and [redacted], general manager, and [redacted], general manager, just like all customers with problems and concerns are.  There were no other customers in the service drive at the time of the conversation with Mr. [redacted].  As our company policy requires, we did make an attempt to verify the funds with the bank due to Mr. [redacted]'s disposition and his adamancy that he would not be paying for his repairs.  Mr. [redacted] demanded that we release his vehicle to the tow company so he could remove his vehicle from our stop without paying for the two replaced converters and his first tow bill.  Due to Mr. [redacted]'s disruptive behavior suspicion was drawn to the credibility and security of his check.  When we called the bank, there was no one available to verify Mr. [redacted]'s funds so instead of making him wait, we decided to accept his check against policy, and allow him to leave and have his vehicle towed to the new shop of his choosing.My Response: After the phone conversation with Mr. [redacted]! I hung up and began looking for another repair facility in our area. I called [redacted] and asked if the bill was ready and how much it was so I could transfer money over to my checking from savings. He told me the total and that they would have the bill ready when I got there. I did call a tow truck driver to meet me at Coad to take my vehicle to the new repair facility. When I got there, [redacted] Or Mr [redacted] was not in the service area. I meet with one of the other Service Writers, and told him I was here to pick up my vehicle... [redacted] And [redacted] Then came in. I looked over the bill and told them I wasn't going to pay 120.00 dollars for a tow bill from my home to coad! When all it was going to cost me was 60.00 to take it to my new repair facility. (Much Farther Away then my home to Coad) Mr. [redacted] immediately went in attack mode and said you won't get your vehicle until all is paid... I had [redacted] talk to my wife on the phone, because he led her to believe Coad would take care of the Bill to have it towed from our home to Coad. As far as the check writing incident [redacted] could have handled this situation better. (But Didn't) In return I was made to look like a fool! Mr. [redacted] States:Over the course of the events listed above, the general manager, [redacted], suggested on multiple occasions to [redacted], that they should sell the vehicle and find another, more reliable vehicle to prevent them dumping thousands of dollars into the traverse.  [redacted] suggested this due to the high mileage and year of the vehicle.  He knew that based off its current value it would be more economical to invest in a newer vehicle than spend money on a repair of this magnitude.Over the course of the past months, Coad Chevrolet-Buick-Ford and their agents have provided quality service to the [redacted]'s.  We violated company policy for them multiple times to attempt to accommodate them and offered solutions, suggestions, and recommendations to prevent the [redacted]'s from spending an excessive amount of money on repairs; All of which were ignored.My Response: These two paragraphs make me laugh! It is the Job of a dealership to suggest and recommend for a customer to trade or replace a vehicle when they see one with repair issues. The reason that we chose not to was because in 2016 Gm and I split the cost of a new transmission to be installed in this vehicle.... Also this is our second vehicle - so in our minds it was better and  more cost effective to have this vehicle fixed then to purchase a new 20 -30 thousand dollar vehicle. My wife only drives this vehicle from work to home and sometimes farther. So trading and buying a new vehicle was not what we wanted to do. At no time where we informed that Coad was breaking Company Policy! UPDATE:  Since we have taken our vehicle from Coad to the new repair facility We paid an additional 1488.19 to have the vehicle safe. Coad did diagnose the converters correctly, (but should of said they were only going to replace 2 not 3). We did have to put 4 new tires on the vehicle due to metal showing bad on one tire.(Coad never informed us of this as many times that this vehicle was in there service department) We also replaced 2 sprayer nozzles that were not working correctly. (Coad should of found this in there GM oil change.) Here is the list of all things found wrong that was never mentioned to us at Coad! This is actual comments from the technician that looked our vehicle over1.Left [redacted] nozzle is broken/not spraying correctly. Recommend replacing both [redacted] nozzles in the front. Wipers are good2. Needs Air/Fuel Fuel Induction System Cleaning - there is a lot of deposit buildup in the throttle valve inlet. (Coad had this part off a couple times)3. Tires are very bad - Front tires are unsafe! (We are not talking just a little wire showing, we are talking a whole patch of wire... Very Noticeable) 4. Transmission cooler lines are leaking and need to be replaced. (Coad had this vehicle in the air several times, but failed to notice or mention this to us)As before the desired outcome that we are looking for is that Coad repay us for the 466.19 we paid for the 3rd converter (cheaper then there estimate) And The 120.00 For the tow bill they charged us to take our vehicle 4 miles.Total of  586.19 
Sincerely,
[redacted]