Country Chevrolet, Inc

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They are dishonest business, they lie to me with my gap insurance just because they don't want to payI want this matter resolve or else I am willing to go the news media to exposed this businessThey are not fair they should be publicly exposedI already file a complaint with Virginia State attorney general office
Regards,
*** ***

We are sorry that there is a misunderstanding concerning the coverage of the Extended Service PlanThe presentation of the program explicitly states what is covered and not coveredThe program also states that covered items that can be repaired will be repaired or rebuilt and not
necessarily replacedNavigation systems are always sent out for repair even under most manufacturer's warrantiesWe are sorry for the inconvenience the customer is experiencing but we do not have any control over the Service Contract Companies policies or proceduresAs far as substitute transportation goes, a rental car is provided when the repair requires that the vehicle cannot be operated safelySince the repair of the navigation system does not require that the vehicle be grounded, courtesy transportation beyond a day or two is not providedAll of our Financial Services Managers have been properly trained and we will review with them the company's policies about the presentation of Extended Service AgreementsWe are confident that the customer was told that the plan they purchased was the most comprehensive plan available for their particular year, make, model and mileageSometimes referred to as "as close to bumper- to- bumper as you can get"

In reference to the above mentioned case number, Mr*** had purchased the *** *** *** with vin number *** on March 31, Mr*** traded a *** *** *** that had a negative balance of $6, 791.92, which was added to the new loan amount in order to pay off the loan on
the *** ***; additionally the tax, tags for the loan on the *** totaling $is also part of this loanThe *** *** *** pays out a maximum of 125% of retail value of the vehicle; with an additional $for the down payment on the replacement vehicleThe vehicle, when totaled, had miles on it, with a NADA retail value of $with a balance owed of $27,*** *** paid out $15,less Mr*** $deductible= $15,383.50, Gap paid out $plus the $for replacement vehicle for a total of $19,Mr*** is still responsible for the $deductible paymentThat left Mr*** my with the balance that ls owed*** *** *** is an optional ancillary product that was purchased by Mr***Pinnacle does not own *** *** ***, they use it as a provider for their customers

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Country Chevrolet Inc regarding
complaint ID***. Can you please tell me what else, if anything Revdex.com can/will do or will Country's lack of response just go toward their Revdex.com rating? Thank you for your efforts
Regards,
*** ***

In regards to Revdex.com Case # ***Our first experience with Mrs*** was on 10/14/2016, she had her *** *** *** with *** miles towed in with an engine concern. After a review by my technician it was determined that the engine was out of oil. We recommended a new engine and
also gave her the option of replacing the timing chain to get the vehicle running again. We explained that she would still have oil consumption issues if we just replaced the timing chain and she would need to pay close attention to the oil levels. She chose to do the timing chain repair on 10/17/2016.On 11/02/the vehicle was returned to our facility due to a rattling noise and to diagnose a check engine light. When checking the vehicle, we determined the engine was quarts low on oil. Due to the excessive amount of oil consumption, the catalytic converter needed to be replaced. We once again recommended a new engine. On 3/8/the vehicle came back in our shop to diagnose a check engine light, replace tires, address a break noise and perform an alignment. We again recommended an engine due to the oil consumption and multiple stored codes in the systemOn 3/22/the vehicle returned to address a pull towards the right. We corrected this at no cost to the customer.On 3/30/the vehicle came in for a coolant leak, it now had 199,miles. We determined the water pump needed to be replaced and advised her that the vehicle was once again low on oil. On 4/03/the vehicle returned for a “whining” noise. Once again the car was low on oil and the timing chains had stretched, this allowed the tensioner balancer to max out. This is what caused the whining noise. On these vehicles the timing components are controlled by oil pressureWhen the oil pressure drops, the chains tighten and stretch.We offered Mrs*** trade assistance toward a new vehicle, which she declinedWe then offered to apply for some assistance towards a new engine which she also declined. Mrs*** then took the vehicle to a third party to get a second opinion. She failed to mention to the shop that the vehicle was consuming oil. When we contacted the shop and shared all of the information regarding the vehicle, they agreed with our diagnostics and recommended an engine. Mrs*** then chose to slander our company on social media. We feel we gave Mrs*** proper information to make a well informed decision on all repairs. The underlying issue is that the vehicle has needed an engine since it was first brought to our dealership. We have correctly made repairs to extend the life of the vehicle and will not be issuing a refund.We have attached the repair orders for your review:Sincerely,Jake M***Country ChevroletGeneral Manager***

Revdex.com:
I have reviewed the offer and/or response 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 main pieces outlined in this dealership’s response to my Revdex.com complaint are correct (i.e., the work that they completed). My rebuttal to other items noted in their response (in order is as follows:
1. For my visit on 11/02/2016 I was advised of needing a new catalytic converter.
a. I asked multiple times in their Service Department (a) how many converters my car had and (b) which one (if not both) were bad. I never received a straight answer.
b. In addition, I said I did not have the funds to do so but would be back once I saved up the funds to complete the replacement of converter.
c. To quote the dealership: “Due to the excessive amount of oil consumption, the catalytic converter needed to be replaced.”
i. This is false. The catalytic converter had nothing to do with the oil consumption issues that were present in my car, this was a separate issue.
ii. Also, as of second week of April 2017, I had a brand new engine from ** installed into my [redacted] and the check engine light (with code [redacted]: Catalyst System Efficiency Below Threshold (Bank 1)) is still present due to the fact that I need a new catalytic converter.
iii. So no, a bad catalytic converter (it is the front one, not the back one) had nothing to do with oil consumption issues in my [redacted]’s old engine.
iv. I can show proof of a full engine replacement.
2. For my visit on 03/30/2017, I brought my vehicle in for a coolant leak. It was determined that I had a bad water pump. The water pump was replaced. (Note: There was no high-pitched “whining” noise before I had to bring my vehicle back on 04/03/2017.)
a. I brought my vehicle back on Monday, 04/03/2017, stating that there was a high-pitched “whining” noise. I stated the noise was not there before and that I had just had the water pump replaced.
b. This was the first time I had heard from the dealership that my timing chain was, once again, stretched. This should have been caught upon my visit on 03/30/2017.
c. The water pump should have been replaced back in November 2016 when I received a new timing chain, tensioners, etc.
3. I repeatedly declined a new engine due to the fact that funds (at the time) would not allow me to do so. I was never given any special offers until April 2017. If I had received some type of assistance from this dealership and their GM representative back in October 2016 about receiving a credit towards a new engine the story would have been different.
4. To quote the dealership: “…She failed to mention to the shop that the vehicle was consuming oil….”
a. This is false. The third-party shop that I chose to take my vehicle to was well aware of the oil consumption issues that my car was having. I FULLY explained in great detail all of the issues that I had been dealing with so they could perform an extensive diagnosis.
5. To quote the dealership: “….they agreed with our diagnostics….”
a. The third-party shop did agree to the full engine replacement.
b. They did, however, not completely agree with the work that was completed beforehand. They could not confirm “how” the work was completed by the dealership due to the fact that they would have to perform additional diagnostics on my vehicle.
c. They recommended that I bring my vehicle back to this dealership to have them perform additional tests and/or a full engine replacement. I chose not to.
6. An honest review was written. This review has since been removed from the social media platform.
To recap, all of the issues that endured with could have been avoided if transparent communication would of occurred.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].  I will also notify the attorney general involved.
Regards,
[redacted]

Hi!  I have just requested a letter from the [redacted] about the Payoff of the Loan for the[redacted].  I am worried about this request because I have cancelled an extended warranty before from [redacted], and they never asked me for such payoff information.  I believe is an arbitrary request that makes no sense of whatsoever.
I will submit the letter as soon as I have it.
Sincerely,
[redacted]

Revdex.com:  
I have reviewed the 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 documents have been submitted already. Obviously, [redacted] did not read the documents I have submitted and faxed to Country Chevrolet.  I have involved the [redacted] as well to assist with this case.  Next stop will be [redacted] On your side.  The dealer is playing dumb and ignoring the paperwork already submitted. 
Regards,
[redacted]

Revdex.com:
I have reviewed the 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.
As provided in previous communication, namely the [redacted] STATE OF [redacted] VEHICLE PURCHASE CONTRACT (pink form), the Trade in description section specifies a mileage of[redacted].  It is frustrating that you did not read the document in its entirety before. Please, no more excuses!
Sincerely,
Rhode Fernandez

We have already responded to this complaint. We will be happy to process the refund, but the customer must provide proof that the loan is paid off and proof of the mileage on the vehicle at the time of cancellation. Please have the customer forward this information to
Joette James, Controller
[redacted]

In my earlier response, I was unaware that we had received the buyers order that showed the mileage. The refund was issued on Friday and went in the mail Saturday. The amount was slightly more than requested.

We will be happy to process the refund. Customer must provide the following in order to receive the pro-rated refund.
Proof that the vehicle was traded
Proof that the loan was paid off
A copy of the odometer mileage statement at the time of the trade.
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Send the above documentation to:
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the 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.
Country Chevrolet gave no fax number for the delivery.  I have [redacted] a scanned .pdf which provides ALL the information requested in the vendor's communication to Revdex.com.  Once they accept this attached copy from the [redacted], I will accept their offer for the pro-rated amount which may exceed my previous estimation. 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.They are dishonest business,  they lie to me with my gap insurance just because they don't want to pay. I want this matter resolve or else I am willing to go the news media to exposed this business. They are not fair they should  be publicly exposed. I already file a complaint with Virginia State attorney general office.
Regards,
[redacted]

We are sorry that there is a misunderstanding concerning the coverage of the Extended Service Plan. The presentation of the program explicitly states what is covered and not covered. The program also states that covered items that can be repaired will be repaired or rebuilt and not necessarily...

replaced. Navigation systems are always sent out for repair even under most manufacturer's warranties. We are sorry for the inconvenience the customer is experiencing but we do not have any control over the Service Contract Companies policies or procedures. As far as substitute transportation goes, a rental car is provided when the repair requires that the vehicle cannot be operated safely. Since the repair of the navigation system does not require that the vehicle be grounded, courtesy transportation beyond a day or two is not provided.All of our Financial Services Managers have been properly trained and we will review with them the company's policies about the presentation of Extended Service Agreements. We are confident that the customer was told that the plan they purchased was the most comprehensive plan available for their particular year, make, model and mileage. Sometimes referred to as "as close to bumper- to- bumper as you can get".

Review: They sold me a 2011 used car in October of 2013. They claimed it had a clean accident history. During a fender bender repair, it was discovered the vehicle had in fact been in a prior accident. They would have HAD to know about it; it was reported with the proper VIN number and even had a police report. Once the prior "repairs" were discovered (support rails held together with drywall screws and headlights held in place with wood shims - not an exaggeration as I have pictures) were made known to me, I called this dealer. They said they would trade me out into a new car w/same payments to "make it right". Lie. They said they would send the inferior 2011 with safety concern repairs to auction. Instead, they gave me $18K on trade in (I had bought it 5 months earlier for $24K), which they said was on the "high end" of the value and then they put it back on their lot for $22K so some schlep could buy it and its problems. Luckily, I found out about it and outted them and only then did they pull it off the lot. To top this off, I had to pay them $500 in "administrative fees" at the October AND recent "deal". These guys are capital S shady. They only called me after they saw I posted an unfavorable review. Then they called me and offered to refund me the $500 "administrative cost" on the original purchase. They have not however, made any effort to make good on their claim to trade me out of the dangerous car they sold me, into another vehicle -- they SOLD me a new car. I did not want a new car. I understand the depreciation as soon as its driven off the lot. Now my car payment is 20% higher and my loan was extended to 86 months to keep the monthly as low as possible -- which is a fraud all by itself.Desired Settlement: They say they cannot reverse the deal. Fine. They need to stand by what they told me they would do which is explained above. I am appalled there are licensing regulations on every service and store out there except for automobile sales. No wonder everybody knows what comparing someone to a "used car salesman" means.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Country Chevrolet Inc regarding complaint ID[redacted]. Can you please tell me what else, if anything Revdex.com can/will do or will Country's lack of response just go toward their Revdex.com rating? Thank you for your efforts.

Regards,

Review: I cancelled an warranty purchased through Country Chevrolet Selling Dealer [redacted] and the agreement # [redacted] I contacted [redacted] on 4/12/14 for a refund, and they asked that I contact Country Chevrolet for the refund. I contacted County Chevrolet, but no one is answering my messages or emails requesting cancellation as of 4/12/14 and a prorated refund.Desired Settlement: A check for the prorated amount.

Business

Response:

We will be happy to process the refund. Customer must provide the following in order to receive the pro-rated refund.

Proof that the vehicle was traded

Proof that the loan was paid off

A copy of the odometer mileage statement at the time of the trade.

Send the above documentation to:

Consumer

Response:

I have reviewed the 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.

Country Chevrolet gave no fax number for the delivery. I have [redacted] a scanned .pdf which provides ALL the information requested in the vendor's communication to Revdex.com. Once they accept this attached copy from the [redacted], I will accept their offer for the pro-rated amount which may exceed my previous estimation.

Regards,

Business

Response:

We have already responded to this complaint. We will be happy to process the refund, but the customer must provide proof that the loan is paid off and proof of the mileage on the vehicle at the time of cancellation. Please have the customer forward this information to

Joette James, Controller

Consumer

Response:

I have reviewed the 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 documents have been submitted already. Obviously, [redacted] did not read the documents I have submitted and faxed to Country Chevrolet. I have involved the [redacted] as well to assist with this case. Next stop will be [redacted] On your side. The dealer is playing dumb and ignoring the paperwork already submitted.

Regards,

Consumer

Response:

Hi! I have just requested a letter from the [redacted] about the Payoff of the Loan for the[redacted]. I am worried about this request because I have cancelled an extended warranty before from [redacted], and they never asked me for such payoff information. I believe is an arbitrary request that makes no sense of whatsoever.

I will submit the letter as soon as I have it.

Sincerely,

Consumer

Response:

I have reviewed the 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.

As provided in previous communication, namely the [redacted] STATE OF [redacted] VEHICLE PURCHASE CONTRACT (pink form), the Trade in description section specifies a mileage of[redacted]. It is frustrating that you did not read the document in its entirety before. Please, no more excuses!

Sincerely,

Rhode Fernandez

Business

Response:

In my earlier response, I was unaware that we had received the buyers order that showed the mileage. The refund was issued on Friday and went in the mail Saturday. The amount was slightly more than requested.

Consumer

Response:

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]. I will also notify the attorney general involved.

Regards,