Courtesy Chevrolet

Revdex.com
4428 North 12th St Phoenix, AZ 85014
Re: [redacted]
Reference Complaint Id [redacted]

Dear Sir/Madam:

Once again we appreciate the Revdex.com taking the time to act as a mediator in order to handle Ms. [redacted]’s concerns.  We have reached out to Ms. [redacted] and have taken her recommendations into consideration and are in the process of correcting some of our verbiage with our advertising agents.  We hope that we have satisfied Ms. [redacted]’s concerns and see this as good constructive criticism that can only help us grow in the future. 

Sincerely,

Shawn M[redacted]
Courtesy Chevrolet Service Manager
###-###-####
Fax: ###-###-####

Revdex.com
4428 North 12th St Phoenix,...

AZ 85014Re: [redacted]
Reference Complaint ID [redacted]

Dear Sir or Madam:
Please let me start off by thanking the Revdex.com for bringing Mr. [redacted] concerns with our dealership to our attention.  In reviewing the complaint made by Mr. [redacted] we can appreciate any frustrations that may have incurred, but can assure you there was no malicious intent.  Even though we have an assigned director, upper management and vendors who help with advertising there are times where small details are missed.   In this particular case we were advertising a 2016 Chevrolet Equinox by email for our Black Friday sale.  The advertisement is meant to sell our LS models for prices as low as $15,999.00.  In the advertisement we allow the intended audience to be able to see the inventory meant for this sale by clicking on a prompt reading “click here to view our Equinox inventory”, which brings up our entire LS inventory first.  The problem that Mr. [redacted] made us very aware of is our vendor and Courtesy Chevrolet made an error by one letter.  The advertisement did read LT versus LS.  We hold ourselves to a very high level of ethics and will admit that we are human and made a mistake.
As soon as Mr. [redacted] came in that morning we did try and rectify the issue at our sales manager level, but nothing seemed to satisfy him. We presented the LS offers once again, and like discounts on any LT model Mr. [redacted] should choose.  Our sales manager felt Mr. [redacted] frustration and immediately got our GM, Scott G[redacted] involved.  At this time Mr. G[redacted] invited Mr. [redacted] to speak with him and admitted it was an error on our part an apologized.  Mr. [redacted] rejected Mr. G[redacted] apology and made it known to honor the mistake or he would retaliate with complaints to the Revdex.com and Attorney General.  We are an honorable dealership and understand that we made a mistake, but threats such as these accompanied by phrases like “the honorable thing to do” seem like ploys to take advantage of a situation.
We have been in business for over sixty years striving for excellence every day.  Our track record proves this is not common practice, but we’re willing to compromise with Mr. [redacted] for his time.  We are willing to offer Mr. [redacted] $300.00, approximately $100.00 per hour he spent with us.  We will also honor the pricing on our LS model for $15,999.00 through the month of November along with three years of free oil changes on the vehicle purchased serviced at Courtesy Chevrolet.  We would also like to mention that we had no other complaints on this matter and have taken a pro-active approach in retracting our mistake.  Our team re-mailed our data base to clear up any mis-information.  We hope the Revdex.com can help us find resolution with Mr. [redacted] and know that Mr. [redacted] is welcome at Courtesy Chevrolet to speak about this matter at his leisure.
David G[redacted]
Finance Director

Bryan L[redacted]
Internet Director

Hi,
I am sad to say that no, I do not accept the response by the company.
Their "correction" was to add an ant-size footnote at the bottom of the page.  At first, I had two problems with this change.  One is the size of the font used on the "condition," and the other is the fact they did not include any kind of asterisk on the deceptive statement to alert the reader that there is a condition to the offer.
Then - I found your own Revdex.com Code of Advertising.  http://ruby.fgcu.edu/courses/tdugas/ids3301/acrobat/Revdex.comadcode.pdf
Here is my concern, based on your document:
2. "Free" a. The word "free" may be used in advertising whenever the advertiser is offering an unconditional gift. If receipt of the "free" merchandise or service is conditional on a purchase: the advertiser must disclose this condition clearly and conspicuously together with the "free" offer (not by placing an asterisk or symbol next to "free" and referring to the condition(s) in a footnote);
The add uses the word "free" - "FREE OIL CHANGE FOR VETERANS AND ACTIVE MILITARY EVERY FRIDAY!"  You can see from the ant-size footnote they added in the correction that there are conditions, which are not at all conspicuously stated.
I don't understand why the company is being so stubborn in simply stating the truth.  Offering free oil changes, even to only veterans and military with GM cars, is still a nice offer.  They don't need to be deceptive to make themselves sound good.
Thank you,

Thank you once again for your correspondence. 
Courtesy Chevrolet has decided to help out in this matter already as we expressed in our passed email.  Everything has been put in motion on our part.  Please reach out to John L[redacted] and he will be able to update you with the time frame of getting this rectified and give you details of the solution that we may have.
 
John L[redacted]

To Whom It May Concern,
Thank you for bringing this to our managements attention.  We have verified that a check for the warranty has been sent to Ms. [redacted] lien holder as of November 7th 2016.  We apologize for any inconvenience, we have had some turnover at the warranty clerk...

position and are in the process of rectifying our issue.  If there are any other concerns please feel free to reach out to myself at your leisure. David G[redacted]
Finance Director

dg[redacted]@courtesychev.com

On June 24th, I sat down for about an hour and explained how the whole [redacted] bank process worked. The customer was upset...

because she felt like she wasn’t allowed to pick the car she wanted. I explained in great detail how the [redacted] program works and that it doesn’t work like that. She had spent all day at the dealership in order to finally find a vehicle that we could actually get her approved in.  She originally came in wanting a Malibu because she liked them and though they were good reliable cars. We sold her a Chevy Malibu.  She was complaining about a fan that would keep running and making noise.  We brought the car in for service and gave her a loaner car which is not policy on [redacted] or used cars but we did this to accommodate her. The fan was functioning and doing its job, the week she bought the car the temperature was over 110 degrees every day.  She also had a complaint about the alignment which I offered her another loan and would fix it at our expense. I also offered to let her out of the car deal if she wanted to go that direction. This was on Friday June 24th, I stayed with her for almost an hour and a half after my shift to repeatedly explain the [redacted] program and that I wanted her happy and would do what I could to address any issues with her vehicle.  She said she wanted to go home and sleep on it. I gave here my personal cell phone number and gave her instructions to call and text me the next day so I could see what her decision was.  I have yet to hear back from her  
Brock R[redacted]
Pre Owned Manager

BAIT AND SWITCH!!!

I called about a car advertised on the Courtesy Chevrolet website on Wednesday afternoon. I was suspicious from the start because it was such a good deal. I got passed around a bit until, finally, the "intenet sales manager" named Shola talked to me. He confirmed that the car I was interested in was still there and made an appointment for a test drive for this morning.

I went all the way down there at the appointed time.

Shola was not available. So I waited. then some woman came out and said she would handle it., She went to fetch the car. Ten minutes passed and she came out and told me :Sorry sir, but we had to send that car to the auto auction this morning. Would you like to see another car?:

I left.

WHAT A COMPLETE WASTE OF TIME!

The bait car is still listed on their website as of right now by the way.

I used to sell cars. This was a classic bait and switch scam.

IF YOU GO TO COURTESY CHEVROLET, BEFORE YOU GO DOWN THERE, MAKE THEM PROMISE YOU IN WRITING THAT THE CAR YOU ARE INTERESTED IN IS ACTUALLY GOING TO BE THERE.

We wanted to let the Revdex.com know that Mr. [redacted] came into Courtesy Chevrolet on 5.26.2015 to rectify any issues that he had with his radio. We were able to replace his radio with one that met all of his criteria while he was handling some business he had in the Phoenix area. Mr. [redacted] was more than helpful in allowing us the time needed to handle his issue and we thank him for the opportunity. We hope that Mr. [redacted] is completely satisfied with Courtesy Chevrolet and the ultimate outcome. If there is anything else we can do, please feel free to contact Courtesy at your convenience. Sincerely,[redacted]Finance Director

Negotiated a purchase of a vehicle seen online, down to the trade in and financing, confirmed vehicle's presence at the dealer and drove 2 hours. Upon arrival vehicle had mysteriously been sold an hour prior. Manipulative staff, deceitful business practices.

Please let me start by thanking you for taking the time to bring Mr. [redacted] concerns with our dealership to our attention. We would also like to apologize to Mr. [redacted] for his inconvenience in the matter. We do recognize Mr. [redacted] as a previous customer and would hope he would understand these were...

not malicious acts on our part. After speaking with Mr. Long, our Internet and Business Development Director we have made a conscious effort to stop all communication with Mr. [redacted] and have taken him off all available lists.Unfortunately, we have not been able to pin point what exactly what Mr. [redacted] was being asked to purchase over the phone. We do find this odd considering all financial transactions pertaining to purchasing a vehicle would go through our Finance Department. If there is any other concern regarding this particular matter Mr. [redacted] is welcomed to speak to any of the Directors as we all have an open door policy.We also looked into Mr. [redacted]’s concern regarding cruise control on a vehicle purchased 10.6.2011. Unfortunately, we do not show any documents where cruise control was promised or disclosed as having this item. We would be willing to offer Mr. [redacted] cruise control at employee cost, but would not be able to “give him his cruise control”.We completely understand Mr. [redacted]’s concern as it was not our intent to upset him or make any of our customers unhappy. Our processes are far from perfect, but are something we work on to rectify every day. For any particular reason someone does contact Mr. [redacted] without his permission he may contact [redacted] at ###-###-#### or [redacted] to get handled. We have been in business over 60 years I can assure you do our best to maintain our customer’s best interest in mind.Sincerely,[redacted]Finance Director

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.  For your reference, details of the offer I reviewed appear below.

I'm writing to inform the Revdex.com that my complaint with Courtesy Chevrolet remains unresolved.  I received communication from Allen Parker at Courtesy who apologized for everything and said he would work with me to find a solution.  He made commitments to have possible solutions to me by Tuesday 5/5.  When I did not hear from him I contacted him again and he committed to having something to me by lunch on 5/6.  I still received nothing.  It is now May 12th and my last communication from Courtesy was on May 7th.  I was frustrated before, I am beyond frustrated now.

Regards,

Revdex.com                                   ...⇄ 12.3.2015
4428 North 12th St Phoenix, AZ 85014
Re: [redacted]
Reference Complaint ID [redacted]

Dear Sir or Madam:

Once again we thank the Revdex.com and the Attorney General to take time to act as mediators in such a frivolous matter.  In this case Courtesy Chevrolet does not deny having made a mistake.  We have taken responsibility and corrected it in a timely manner.  Our intent was not to waste anyone’s time, but if we did we were willing to compensate Mr. [redacted] at a very generous rate even though we are not obligated to do so.   
We thank Mr. [redacted] for the opportunity to “correct the situation”, but at this time we will not be backed up into a corner at the amount Mr. [redacted] will settle for.  We feel strongly that an honest mistake shouldn’t come at a price in the thousands to one person out of hundreds we reached out to.  We do hold ourselves at a high level of ethics, and know that this isn’t common practice; this is why we will stand our ground and not let anyone exploit us for something we are not.  We will honor our original offer and hope the Revdex.com and the Attorney General understand our situation and our decision.  We apologize for the time wasted with all parties involved, but like a dealership is held to certain morals so should customers trying to exploit a mistake for personal financial gain.
We are willing to sit with Mr. [redacted] and work out a price that works for both parties on any vehicle.  We can assure the Revdex.com and the Attorney General that we are not going to ignore this issue at hand, and hope resolution can take place soon.  We could not weather 60 years in business if we didn’t care about the well-being of our customers, including Mr. [redacted] Courtesy Chevrolet looks forward to Mr. [redacted] response and any correspondence form the Revdex.com and/or Attorney General.

Sincerely,

Management

To whom it may concern,
We have invited Mr. [redacted] in to our dealership and gave him a couple different options.  Unfortunately, we were not able to find a different vehicle so instead refunded his money.  We hope we have satisfied Mr. [redacted] and hope to see him in our dealership again very soon.

I purchased this a 2013 Chevy Silverado brand-new. From courtesy Chevrolet I have been in the service department five consecutive times. For repairs on this vehicle the first time I went they could not diagnose the issue. The second time I had to go back because of vehicle would not start I was told the battery was no good. The third time I went back with the car wouldn't start again. And they told me that the starter was bad in a 2013 Chevy Silverado in all of this is within a year or two. The next time you went back I had an issue with the vehicle computer stated that the speed was reduced the car can only travel 10 miles an hour. So I spent an extra $365 on this vehicle which was a replacement of the gas pedal inside the vehicle. I am afraid of what could go wrong next with this vehicle. I think the service department has a poorly manned service technician program.

Revdex.com                                   ...⇄ 12.3.2015
4428 North 12th St Phoenix, AZ 85014
Re: [redacted]
Reference Complaint ID [redacted]

Dear Sir or Madam:

Once again we thank the Revdex.com and the Attorney General to take time to act as mediators in such a frivolous matter.  In this case Courtesy Chevrolet does not deny having made a mistake.  We have taken responsibility and corrected it in a timely manner.  Our intent was not to waste anyone’s time, but if we did we were willing to compensate Mr. [redacted] at a very generous rate even though we are not obligated to do so.   
We thank Mr. [redacted] for the opportunity to “correct the situation”, but at this time we will not be backed up into a corner at the amount Mr. [redacted] will settle for.  We feel strongly that an honest mistake shouldn’t come at a price in the thousands to one person out of hundreds we reached out to.  We do hold ourselves at a high level of ethics, and know that this isn’t common practice; this is why we will stand our ground and not let anyone exploit us for something we are not.  We will honor our original offer and hope the Revdex.com and the Attorney General understand our situation and our decision.  We apologize for the time wasted with all parties involved, but like a dealership is held to certain morals so should customers trying to exploit a mistake for personal financial gain.
We are willing to sit with Mr. [redacted] and work out a price that works for both parties on any vehicle.  We can assure the Revdex.com and the Attorney General that we are not going to ignore this issue at hand, and hope resolution can take place soon.  We could not weather 60 years in business if we didn’t care about the well-being of our customers, including Mr. [redacted] Courtesy Chevrolet looks forward to Mr. [redacted] response and any correspondence form the Revdex.com and/or Attorney General.

Sincerely,

Management

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.  For your reference, details of the offer I reviewed appear below.The tire issue in Courtesy Chevrolet's response was a totally different issue.  They would not sell the [redacted] for the

price that was quoted to me via telephone.  I could have lived with the mismatched tires.  I will not do business with them at any price and intend to steer anyone looking for a

vehicle at any price!  I will contact the [redacted]

Regards,

To Whom It May Concern:Please let me start off again by thanking you for taking the time to be involved in Mr. [redacted] concerns with Courtesy Chevrolet.  After reviewing Mr. [redacted] issues with Courtesy we have made the effort to contact Mr. [redacted] and start to rectify his issues.   Mr....

[redacted] concerns are valid and we are more than willing to try and rectify his situation.  Our customer service Director, [redacted] has already started the process and Mr. [redacted] let us know by email that he was going to contact the Revdex.com to let you know we are in effort to make this right.We apologize to Mr. [redacted] for having to spend his time trying to deal with this, and hope we can come through to meet his expectations.  We strive every day to keep our guest happy, and understand that things sometimes don’t work out as expected.  We feel that we have dropped the ball concerning Mr. [redacted] concerns and hope we can come out of this with Mr. [redacted] being completely satisfied.Sincerely,[redacted]Finance DirectorCORRESPONDANCE FROM MR. [redacted]...Hello [redacted]Thank you for your response, too bad I had to file with the Revdex.com to get it.To be perfectly honest, at this point I feel like the unit that has been replaced twice already is defective and don't want the same thing again.  I am willing to discuss options to that end.As for the debit card, I did attempt to contact you on several occasions last year to tell you that nothing had been added but I received no response.  I'm not sure if the card is still active at this point but here is the number at the bottom that you requested.  # [redacted].I would appreciate it if we kept our conversations over email.  I will alert the Revdex.com that you did contact me.  I hope you understand I'm not trying to be a difficult customer, just want what I paid for which was a truck with a working stereo/nav system.  I don't think I have received that.Regards[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.]

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. 
Ms. [redacted],
 
There are no excuses on my part.  I truly apologize for the lack of customer service provided on all aspects of your transaction.  At this point I hope I can only rectify this for you within my means.  I would ask if you could please provide the name of the Finance Manager who you spoke with so I may reprimand this manager.  Finance Managers do work directly under myself and I can assure you that I do not condone such actions.  The amount cancelled was $1829.89 and has been sent out to your lien holder on 11.7.2016.  The remainder of the $2375.00 was deemed used by the warranty company.  Courtesy Chevrolet has decided to refund this money to you and your lien holder asap.  Again, we do apologize and we hope one day you will be able to consider Courtesy for any needs you may have.
 
David G[redacted]
I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Revdex.com

0pt;">[redacted]

Re: [redacted]

Reference Complaint Id [redacted]

7.18.2014

 

 

To Whom It May Concern:

 

                Please let me start off again by thanking you for taking the time to look into Mr. [redacted] concerns with Courtesy Chevrolet.  After reviewing the purchase documents and speaking with our Pre-owned staff it seems that Mr. [redacted] concerns are valid and we are more than willing to try and rectify his situation. Our Pre-owned Director has reached out to Mr. [redacted] and set up an appointment for Friday the 18th of July to try and fix the problem Mr. [redacted] may have.

 

We apologize to Mr. [redacted] for having to spend his time trying to deal with this, and hope we can come through to meet his expectations.  I’m sure Mr. [redacted] will reply to the Revdex.com and Courtesy once we have achieved his satisfaction with his vehicle and Courtesy Chevrolet.  We strive every day to keep our guest happy, and understand that things sometimes don’t work out as expected.  Our Pre-owned Director, [redacted] will be more than happy to be the point of contact for Mr. [redacted] throughout this process when he decides to come in and discuss his concerns.

                .

 

 

Sincerely,

 

 

 

Finance Director

 

Pre-Owned Director

To Whom It May Concern: Please let me start off again by thanking you for taking the time to be involved in Mr. [redacted] concerns with Courtesy Chevrolet.  After reviewing and pulling Mr. [redacted] deal we can say that we understand and sympathize with Mr. [redacted] issues. We...

looked into the history of the vehicle in question and the timeline in which Car Fax reported its history.  Mr. [redacted] purchased this vehicle in July of 2013, and at that time the vehicle went through a complete safety and reconditioning process that we do on every one of our vehicles.   At no time did the vehicle give any indication of not passing any safety concerns. The vehicle was also purchased at auction, which means that the vehicle was ran through their checks and balances which would include a car check report that would have indicated any prior history such as any structural damage.  If the vehicle had such issues it would have to be disclosed to Courtesy Chevrolet at that time with corresponding paperwork and reports.  It would also be a vehicle that Courtesy Chevrolet would have simply declined to purchase.  We understand what has taken place in the past cannot be reversed, but want to be as pro-active as possible to help the situation.  We pulled a new Car Fax on Mr. [redacted] vehicle and realized that the vehicle was in an accident in June of 2013, but did not report until 7.17.2014.  That is almost a year after the purchase of the vehicle.                  Mr. [redacted] concerns are valid and we are more than willing to try and rectify his situation, but I can assure you that Courtesy Chevrolet has done nothing wrong in this matter.  We practice morals and ethics, and by no means is selling one car under false pretenses worth our customer being in danger or unhappy.  We advise that Mr. [redacted] sell the vehicle with a private owner disclosing any issues on the vehicle, and we will be more than happy providing any paperwork that may help his cause.  We would also be willing to trade him out of the vehicle and give Mr. [redacted] employee pricing on any vehicle in stock.  We apologize to Mr. [redacted] for having to spend his time trying to deal with this, and hope we can help be part of his solution.  Sincerely,[redacted]Finance Director