Countryside Propane

[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 is satisfactory to me Regards, [redacted]

I recall meeting with this customer. The facts he presents are valid. Roadside assiatance for General Motors (not affiliated with the dealership) picked up the vehicle and dropped it off at the wrong location. I had the car towed down the street to where our service facility is and there was no key... with the vehicle. Our assumption was the towing company ( [redacted] , Inc.) lost the key somehwhere in the process. Our service advisor Guy M [redacted] contacted [redacted] and they agreed to pay for a key replacement. However, I hear after digging into the matter, [redacted] stated they never had a key in the first place. As a result, they reneged on their agreement and put the blame on the customer. The fact that a company that General Motors contracts for towing either didnt receive or misplaced a key is not a faul of Ourisman. As for the rental car, General Motors does not reimburse for rental vehicles until after the warranty claim is approved, which was delayed because of [redacted] 's failures. I have tried my personal best to take care of the customer and I totally understand the frustration but this needs to be settled by [redacted] or General Motors.

I was in the conversation and deal when Mr [redacted] traded the [redacted] to the ***He was happy with the outcomeSomething must be going on in his situation that even rises an issue Regards, Dug D [redacted] General Manager Ourisman Rockmont Chevrolet

[redacted] leased a Chevrolet Volt 8/30/from Ourisman Rockmont ChevroletAt the time of the lease he was presented a menu of finance products that can be purchased to support the vehicle [redacted] selected a maintenanceplan for 2yr/30,miles intervalThe plan includes Lube Oil, and Filer, Tire Rotation, Key and or Key Fob Replacements and Value added couponsThe price was $as stated on the purchase orderHis signature on the menu supports the product sold.The menu as it is presented shows the product included in a payment of $The product does not show a price of $It is reflected in the bottom of the menu choice of mo@ $[redacted] traveled to California for a period of time and did not use the mainteneance at our store If there are receipts for the oil change and tire rotaions etc, we can submit for reinbursement to [redacted] The value of the products cancellation at this point is less than $5.00We have covereded these items with [redacted] [redacted] had some damage to his vehicle and is being charged from [redacted] lease for the issuesHe feels he was sold lease care and it should take care of the returned damageRegards,Dug D***Ourisman Rockmont Chevrolet###-###-####

[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 is satisfactory to me I still consider the marketing ploy of offering a price that ends up applying to just about no vehicle in their fleet to be unethical, but if it is indeed a [redacted] or Chevy sponsored campaign, it may limit the dealer's ability to change it Thanks for your help in this matter Regards, [redacted]

*** ***,
We are responding to your concern with service performed on your *** ***. Ourisman Rockmont supports the National Certified service specials offered by ChevroletIt is a $Oil change, Tire Rotation and topping off all fluidsIt is regularly $and your
invoice was discounted by $to match the National campaignWe use recommended *** synthetic oil and GM stage oil filters to fulfill Chevrolet warranty requirements*** *** charges $+ $for *** + $Tire Rotation ( $84.94) before tax and any mandated fees for the same service
The additional fees are Taxe, Compliance & Security fees, Hazardous Waste removal and shop suppliesThis should have been communicated to you at the time service was offered
We apologize to you for any misunderstanding
Ourisman Rockmont Chevrolet is sending you a $*** Gas Card for the difference
Sincerely,
Dug D***
Ourisman Rockmont Chevrolet

We request to the detailed repair order for $237.00 Please fax to***AttentionDug D***General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint:
I am rejecting this response because: I understand MrOurisman's response and his argument that Ourisman Chevrolet and GM roadside assistance are two different entities That is his opinion that they are two different entities To me as the customer they are both part of General Motors as is the towing company that towed the car and lost the key as well as well as took it to the wrong location My opinion is that Ourisman did not do enough to help my wife and I resolve this issue If the Revdex.com wants to re-focus this complaint and make it strictly against GM Roadside Assistance and *** *** that would be an option but it is possible that GM Roadside Assistance will blame Ourisman which would then put is back where we started Again I don't agree with MrOurisman I understand his logic but he represents GM and he is passing the buck
Regards,
*** ***

We did sell Mr*** *** a *** STS as he stated. He did have buyers remorse and we worked with him after several weeks as to his request to get a front wheel drive car or an all wheel drive carOur GSM Doug M*** worked with him
and had worked out a deal on a New *** with him He did not stated this in the complaint He then selected a *** all wheel drive. We worked very hard to meet his concerns and payment as well He consulted with his sister on this transaction and we asked him would this make him satisfiedHe was very satisfied
I find myself in surprise that this is any concern after a the purchase date of Last September 2014? We have no resolveWould he like another vehicle of sorts?
Regards,
Dug D***
General Manager
Ourisman Chevrolet

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The only thing going on is: I I'm out $10,on your "make it right" car deal your salesman lied to me and over charged me for the ***When u bought it back for $less weeks later is Robbery! It's a used car, new cars depreciate a lot when u drive off the lotNot a *** with just under 50,milesI put about 70miles on it only because u would not take it back the next day (21hrs) & 1/milesMy tragoneHow do u explain that? If u do the numbers u chared me $26,+ tra$+ $on a credit card=$32,u charged me for a used *** sts with just under 50,milesI looked it up on your web page the next day online price was $16,500! Your response was that was a mistakeI told the salesman $20,he came back from upstairs & said $20,I said dealUr shady finance guy did not show me numbers on contract only on his computer screen, I even explained to him the price was $20,U know and I know I was cheated out of a lot of moneyI wrote a letter to the CEO (John ***)I tried waiting for a response to have know responseI would like to be reimbursed for my loss of at least the $I was over charged$26,- $20,500= $not even to mention the online price was $16,= another $& I still had to pay my credit card of $on topThe loss of my trade in on the purchase of the new deal (the used ***) which I had to catch the regular tire on the right front which was not a run-flat! U can not sell a Md inspected car that does not pass inspection! Or maybe your establishment does? I've been extremely upset since the day after I found out the car was a rear wheel drive Vwhen I was told I bought a front wheel drive v-You can try to justify it all you want in the end I was robbery!
I'm giving u the opportunity to make it right befor I decide to take my next step in legal action
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I have the form and you have the form! It is very clear that I chose a plan of theirs that would cost me $336.18, IN THEIR OWN SCRIBBLE when they adjusted the amount below Then, they charged me $for the EXACT SAME PLAN and/or coverage when it was supposed to be a "lease care" protection policy of some sort, since that option was NOT originally chosen on the form in question.In addition, they still owe me a $Refundable Security Deposit that I NEVER received and that is plainly listed on the original Lease Agreement!
Regards,
*** ***

I am sorry to hear of the less than favorable experience at our storeWhile many believe all we do is sell cars; attaining proper financing can be more than half of the battleWe have a team of credit specialist from prime all the way subprimeSubprime financing can create challenges and
confusion for both the dealer and consumerWe are an indirect lender, meaning we rely on banks as we do not generate the loans ourselves 'Bank calls' for these type of scenarios are not always straight forward, which makes it more difficult to communicate and ultimately attain financingI can assure you we would not contiunue to contact a customer and bring them into the store if we didn't feel we would be able to get them a loanWe are not perfect, and sometimes the message we communicate can be misconstrued

We disagree with *** ***'s view over the menu pricing as a payment vs price of product purchasedIn the spirt of what each party has as a view, we would be open to to a $adjustment in favor of *** ***'s complaint.Regards,Dug D***Ourisman Rockmont Chevrolet

Date: Thu, Jun 15, at 10:AMSubject: RE: *** *** Complaint (***)To: *** *** This was my email to the customer back in May.. I am sorry to hear of your distasteI understand how frustrating it can be to deal with mechanical issues, and in
particular, recurring issuesOne of the paradoxes we deal with in this industry is the customer experience when buying a vehicle versus having their car servicedWhile the buying process is typically exciting and predictable, the service experience can result in unforeseen expenditure and the great unknownWe make sure every store that operates under our name is staffed with the best people possible, in craft, and in characterI can assure you that there is never intent to deceive or perform shoddy workFrom our technicians up to our management, they work as smart as they can to diagnose and correct any mechanical issue presentedBased upon the facts presented, it reads as if the technician wasn’t able to replicate the issue and tried to address any symptoms in the most cost efficient manor, for you, the customerIt also reads that if the symptoms were to return, more work would be requiredI am told the work you had done would be a prerequisite to what ended up being needed, thus no true additional monetary costAgain, I truly am sorry if this experience has been as unpleasant for you as it seems it wasWe are happy to address your vehicle any time and answer any further questions you may have. Robert O

[redacted] first came into the dealership 8/25/14 at 13165 miles with the complaint of lack of cool air from the air conditioning system.  We recharged the system and performed a leak test at that time, under his 3 year/36,000 mile ** base warranty.  We found nothing wrong at this point in...

time and informed the customer to come back when the system started blowing warm air so that we could look for the leak with the dye that we put in the system.
[redacted] did not come back with the A/C not blowing cold again until 7/22/15 almost 1 year later and 4000 miles.  By this time with weather and conditions would have washed all the traces of dye away from the previous repair making it impossible to find any small leak.  At this point in time [redacted] was out of warranty and his extended service contract would not cover the cost of diagnosing the concern unless we found a component failed under his warranty.  He did authorize us to diagnosis and recharge the system for $267.05 parts and labor with the understanding that if something was not found failed that was covered he would be responsible for this fee.
[redacted] returned on 9/14/15 at 18604 with the A/C working intermittently.  After looking at the system and finding the leak in the system using the dye trace procedure we found a covered component leaking and it was replaced under [redacted]’s extended service contract. 
As we explained to [redacted] the original diagnosis was not covered by his extended service contract therefore we, the dealership, as a good gesture waived his $100.00 deductable and paid for that.
We were explaining to [redacted] the process for diagnosing the vehicle at which point he described us as (expletive) incompetent and worthless in a very loud and rude voice.  That is when Ender and Mr. L[redacted] excused themselves from the conversation and informed [redacted] we had done all we could and have a nice day.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It needs to be much more "clear and concise", as the documentation I am attaching indicates very clearly.  The $336.18 monthly payment was calculated by their own form on the "white paper", where they offered me and had me choose which of the maintenance plans and/or warranty product I was interested in.  You can very clearly see that I accepted the right hand column, listed as Economy that states it is the "Plus Plan", with a term of 2/30000 miles and is a MAINTENANCE plan and again, they have listed that price for that maintenance/warranty plan at $336.18.This $336.18 cost per month is also included on the overall LEASE AGREEMENT I have also attached (green form) in which it states that same amount on a separate line item.  IN ADDITION to this amount, they have also charged me a $599 cost for the exact same MAINTENANCE plan, which was supposed to be an additional LEASE CARE plan that would have paid for any scratches or damage above normal "wear and tear".  What they sold me AGAIN was the same plan, as you can see it indicates "PLUS" marked off in the box, as well as a 2/30000 mile plan for ANOTHER $599 and this amount is a separate line item on the LEASE AGREEMENT. In short, they charged me $336.18 for one plan and they were supposed to charge me another $599 for a totally different type of plan that would have covered the additional $400 approximate charges that the company is charging me for "over normal wear and tear".  Instead, all they did was charge me an additional $599 for the same exact  plan that was already included in the $336.18.  They refuse to recognize their mistake, if that is truly what it was or worse, mis-represented what they told me I was buying.  They profited an extra $599 from double charging me for the same plan "twice" so they should honor their mistake and/or misrepresentation and pay for the almost $400 worth of "above wear and tear" charges that I am being billed for.
Regards,
[redacted]

We respectfully disagree with [redacted]’s assertion that our promotion is false advertising. In an attempt to build our pre-owned inventory we sent out letters to several of our sold customers in hopes of re-attaining that inventory. Other than [redacted]’s, the response to the letter has...

been great. We have been able to help many customers trade in their vehicles at, around or below 125% of Kelly Blue Book, as offered. We apologized to [redacted] regarding our error in sending the letter to our customers who had purchased from us within the last year, as some were in less of a position to trade into a newer model year. We did an evaluation of [redacted]’s trade and offered her 113% of Kelly Blue Book, based on the condition and miles. She is correct in stating that our letter was offering up to 125%. Regarding the referenced incentives, they are offered from the manufacturer, not from Ourisman, and some have qualifiers. Chevrolet currently has great incentives available on most of their vehicles, the greater incentives being offered on remaining 2014 models. [redacted] just happened to choose a 2015 model that currently has very limited incentives available. So far, every customer that has come in with the letter has been offered a free oil change certificate, if they did not trade their vehicle. If [redacted] did not get her certificate while she was here, we will be glad to mail it to her.

I was in the conversation and deal when Mr. [redacted]  traded the [redacted] to the [redacted]. He was happy with the outcome. Something must be going on in his situation that even rises an issue.
Regards,
Dug D[redacted]
General Manager
Ourisman Rockmont Chevrolet

[redacted] leased a Chevrolet Volt 8/30/12 from Ourisman Rockmont Chevrolet. At the time of the lease he was presented a menu of finance products that can be purchased to support the vehicle. [redacted] selected a maintenance. plan  for 2yr/30,000 miles interval. The plan includes Lube....

Oil, and Filer, Tire Rotation, Key and or Key Fob Replacements and Value added coupons. The price was $599 as stated on the purchase order. His signature on the menu supports the product sold.The menu as it is presented shows the product included in a payment of $336.18. The product does not show a price of $336.18. It is reflected in the bottom of the menu choice of  24 mo. @ $336.18.[redacted] traveled to California for a period of time and did not use the mainteneance at our store.  If there are receipts for the oil change and tire rotaions etc,  we can submit for reinbursement to [redacted].  The value of the products cancellation at this point is less than $5.00We have covereded these items with [redacted].[redacted] had some damage to his vehicle and is being charged from [redacted] lease for the issues. He feels he was sold lease care and it should take care of the returned damage. Regards,Dug D[redacted]Ourisman Rockmont Chevrolet###-###-####

I recall meeting with this customer. The facts he presents are valid. Roadside assiatance for General Motors (not affiliated with the dealership) picked up the vehicle and dropped it off at the wrong location. I had the car towed down the street to where our service facility is and there was no key...

with the vehicle. Our assumption was the towing company ([redacted], Inc.) lost the key somehwhere in the process. Our service advisor Guy M[redacted] contacted [redacted] and they agreed to pay for a key replacement. However, I hear after digging into the matter, [redacted] stated they never had a key in the first place. As a result, they reneged on their agreement and put the blame on the customer. The fact that a company that General Motors contracts for towing either didnt receive or misplaced a key is not a faul of Ourisman. As for the rental car, General Motors does not reimburse for rental vehicles until after the warranty claim is approved, which was delayed because of [redacted]'s failures. I have tried my personal best to take care of the customer and I totally understand the frustration but this needs to be settled by [redacted] or General Motors.