Conger Morris Funeral Directors

This is my understanding of the facts, Mr [redacted] ’s Impala sunroof had shattered, while he was driving, and he made a claim on his insurance, *** According to Mr [redacted] the insurance adjuster informed him that the sunroof glass was not OEM and might have been replaced due to hail damage And in his opinion the vehicle may have had the roof repaired Mr [redacted] met with Mr [redacted] and Mr [redacted] agreed that if the vehicle had in fact sustained hail damage we would swap out vehicle but only after we had an opportunity to inspect the vehicle and our records I and our General Sales Manager, Sergio [redacted] went to Collision Masters and inspected the vehicle We didn’t find any evidence of a previous repair or any existing roof damage, other than the broken sunroof We pulled Carfax on the vehicle, auction inspection sheet (the vehicle was purchased at a GM auction), and our pre-sale inspection sheet and there was no damage noted I contacted Mr [redacted] and informed him of our findings and advised him to seek another professional opinion That I know of, he did not seek another qualified opinion I received a call from [redacted] a few days later asking me about hail damage on the vehicle I told them we had inspected it and found none I also, informed them that it was their adjuster that had alluded to the vehicle having hail damage They told me that they would get back to me A few days later [redacted] called back and said that their adjuster had not said anything or seen any hail damage We value our customers and take these matters serious If we would have failed to disclose damage to the vehicle we would have exchanged the vehicle or would have given him a full refund We’ve done a full investigation and the vehicle doesn’t have hail damage and all of the vehicle records support our findings

From the beginning, we informed the gentlemen that brought the vehicle that it was no longer under warranty because of mileage, the vehicle had over 46k miles and the manufacture warranty is for years or 36k miles We explained the diagnostic fee and how if he chooses to repair it here with us we would waive the diagnostic fee and only charge him for the repair He stated that it needed to be done either way so go ahead and proceed We obtained his authorization signature and proceeded.As an effort of goodwill we gave the customer a discount from the original quoted price of approximately $+ taxes to $with taxes

*** *** the fraud verification did end up with a *** search in your name but there were other red flags that led us to the *** search.You mentioned that you were a previous customer but when I looked into your account, your account was set up in March and this purchase was your first purchase.You paid with a credit card and we have already processed your refund. It may take to days before it actually reflects on your credit card statementI was unable to verify your calls to get answers but I will make sure to review our phone procedures and make the appropriate changes. We are deeply sorry and we will do everything we can to improve.*** *** if you are still interested in making your purchase with us you may still do so but only if you pay through *** *** Sincerely,Roger S***

Mr***, please allow us the opportunity to diagnose your vehicle again. I will have MrBaylor V***, our service manager, personally handle the matter. Of course, we will not charge you for the diagnostics

As I stated on my previous respond, we recommended that Mr*** get his vehicle inspected by a qualified professional that is willing to put it in writing. The lien holder, SSFCU, recommended that Mr*** get a qualified professional to inspect his vehicle and put it in writing as well. It's now been over a year and Mr*** hasn't provided an independent inspection from a qualified professional, of his choice, to support his claim. We have already done a full inspection and investigation into this matter and we didn't find anything to support his claim

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
He did not address the fact that I am a previous customer and that "fraud verification" was a *** search that is not performed on all customers Also that the money had already cleared my account and that an email was sent stating that the part was not in inventory and that only after I had called times to the dealership that my call was actually answered I have yet to receive my refund on this matter.,

Our Shipping Policy clearly states that there are some items that may require additional shipping charges(Please see attachment) The policy is located on our website before checkout. We refunded Mr*** on April 21, 2016. (Please see attachment) It may take up to
business days before the refund goes through. As Mr*** confirmed in his statement, if there is a need to collect additional shipping charges, we will email the customer and give them the option of paying the additional shipping charges or cancel the order. Mr*** ordered on April 20th, 2016, when he contacted us on April 22nd, we processed his refund immediately

When Mr*** purchased his Camaro we explained to him that the previous customer had enhance the exhaust system and the vehicle could not be certified because of that. In order for the vehicle to qualify for GM Certification it must be original equipment. The buyers disclosure in
the file with his signature clearly states that the vehicle comes with the remainder of the factory warranty and a months 3,miles dealer warranty.The GM Maintenance program is for years or oil changes which ever occurs first. Mr*** just recently visited our Service Department and we didn't charge him for the oil change. Because we honor him as a customer, we will give him more complementary oil changes

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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 *** I find their response NOT acceptable, I would not take my truck back to them, after I left the dealership I notice that my gasoline was all most gone, I find these very disturbing and hope that they did not use customers vehicles, they kept mine for a weekend, Odd they want me to take it back and (Emphasize) there will be no charge!!! I all ready paid once and they did a BAD job, that dealer shiphas a joke of service department,

[redacted] information didn't pass our fraud detection system.  We asked [redacted] to pay through [redacted] because of [redacted] extra security & verification measures they have in place.  We are sorry for any inconvenience this may of caused but we are trying to protect our...

customers.  If [redacted] would like to place his order, he will have to do it through [redacted]Sincerely,Roger S[redacted]

This is my understanding of the facts, Mr. [redacted]’s Impala
sunroof had shattered, while he was driving, and he made a claim on his
insurance, [redacted].  According to Mr.
[redacted] the insurance adjuster informed him that the sunroof glass was not
OEM and might have been replaced due...

to hail damage.  And in his opinion the vehicle may have had the
roof repaired.  Mr. [redacted] met with
Mr. [redacted] and Mr. [redacted] agreed that if the vehicle had in fact sustained hail
damage we would swap out vehicle but only after we had an opportunity to inspect
the vehicle and our records.
I and our General Sales Manager, Sergio [redacted] went to
Collision Masters and inspected the vehicle. 
We didn’t find any evidence of a previous repair or any existing roof damage,
other than the broken sunroof.  We pulled
Carfax on the vehicle, auction inspection sheet (the vehicle was purchased at a
GM auction), and our pre-sale inspection sheet and there was no damage
noted.  I contacted Mr. [redacted] and
informed him of our findings and advised him to seek another professional opinion.  That I know of, he did not seek another
qualified opinion.
I received a call from [redacted] a few days later asking me
about hail damage on the vehicle.  I told
them we had inspected it and found none. 
I also, informed them that it was their adjuster that had alluded to the
vehicle having hail damage.  They told me
that they would get back to me.  A few
days later [redacted] called back and said that their adjuster had not said anything
or seen any hail damage.
We value our customers and take these matters serious.  If we would have failed to disclose damage to the vehicle
we would have exchanged the vehicle or would have given him a full refund.  We’ve done a full investigation and the vehicle
doesn’t have hail damage and all of the vehicle records support our findings.

From the beginning, we informed the gentlemen that brought
the vehicle that it was no longer under warranty because of mileage, the
vehicle had over 46k miles and the manufacture warranty is for 3 years or 36k
miles.  We explained the diagnostic fee
and how if he chooses to repair it...

here with us we would waive the diagnostic fee
and only charge him for the repair.  He stated
that it needed to be done either way so go ahead and proceed.  We obtained his authorization signature and
proceeded.As an effort of goodwill we gave the customer a discount from the original quoted price of approximately $149 + taxes to $129.80 with taxes.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  The inspection by [redacted] Chevrolet was private  and unprofessional, [redacted] adjuster did in fact told Ray [redacted] and explain to the him of said defects but Mr. [redacted] insisted a letter in writing in my presents.   The adjusted was very clear in stating that he had no authorization to issue a writing letter to him. The car sitting at collision Master with professional staff, [redacted] and myself insisted for Mr. [redacted] and his staff to joint the despite situation but  Mr. [redacted] told us he was not going to joint us for what ever reason. As a courtesy I myself told Mr. [redacted]. that we wanted to be present in there investigation when done but as a result they made an inspection without us. Trying to prove the true story with a written letter or a phone call will probably wont go to far however I myself had the courtesy of speaking to Mr. [redacted] myself and explain the surprise situation as a friend; client and in a very respectfully way.  I will not rest until this situation gets clear up.  With all respected as Mr. Ray [redacted] stated to me with a big smile; [redacted] got paid the problem now belongs to and the Bank and maybe that is true. will see what happens I will not except this problem.   In fact I spoke with Dennis [redacted] (###-###-####) and explain the unexpected situation. This car needs to go back to it original seller. Please keep me posted someone needs to pickup this car or I can deliverer back you. Thanks [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 this resolution would be satisfactory to me.  
 
On the date that sun roof broke off the car, it was taken to [redacted] Chevrolet for inspection and to be repaired and we were notified the car needed to be taken some where else; the repairs were denied by [redacted] Chevrolet. The car had bumper to bumper coverage, however it was not considered with the sales dealer. A certified letter was mailed to Mr. [redacted] in that respect. Its obvious that the dealer will not admit fault, my respect to better buisness bureau for there efforts, Thank You RV

[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 this resolution would be satisfactory to me.