Courtesy Chevrolet

Dear Sir/Madam: Please let me start by thanking you for taking the time to bring Mr. [redacted] concerns with our dealership to our attention.  In reviewing the complaints made by Mr. [redacted] I can appreciate any frustrations that may have incurred with the sales process at our...

dealership.  Courtesy Chevrolet does not take these issues lightly and are sincere with our apology to Mr. [redacted].  Even though we make every effort to present our consumers a no nonsense negotiating experience our process breaks down at times.  Our policy is to never over promise and always over deliver, which in this case it seems we dropped the ball.Our customer service director, [redacted] has reached out to [redacted] and we believe we have made amends to his satisfaction.  We did refund a portion of the money he asked for and proceeded to rectify and services he agreed to pay for.  The only remaining issue that we are working with Mr. [redacted] is his concern with his cargo mat.  We are working with Mr. [redacted] and [redacted] to get this shipped to us as soon as it becomes available from the factory.  We completely understand Mr. [redacted] concern as it was not our intent to upset him or make any of our customers unhappy.  It was a mistake that we hope we rectified with Mr. [redacted] as we value him as a longtime customer.                Sincerely, [redacted]Finance Director###-###-####[redacted]

Revdex.com
4428 North 12th St Phoenix, AZ 85014

0pt;">Re: [redacted]
Reference Complaint Id [redacted]

Dear Sir/Madam:
 
Please let me start by thanking you for taking the time to bring Mr. [redacted] concerns with our dealership to our attention.  In reviewing the complaints by Mr. [redacted] I can appreciate any frustrations that may have incurred with the body shop process with our dealership.  Courtesy Chevrolet does not take these issues lightly and we try to push these vehicles through our body shop in a timely manner all the while maintaining a high level of quality and safety.
 
                The vehicle was dropped off on Thursday 12/17, and was taken apart in order to assess the damage and let [redacted] investigate the vehicle.  The supplement was sent to [redacted] on Monday 12/21, but [redacted] was not able to come by Courtesy until Monday 12/28 and wrote a supplement for $1468.68 and asked for additional parts to be ordered.  Now most of these parts for this vehicle come from Canada which delays our process and there are still several parts on back order. Courtesy can have Mr. [redacted] vehicle ready for delivery on Wednesday the 13th less parts that are on back order and out of our hands.
 
 
Sincerely,
 
 
 
Management

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

[redacted]It was sales person Eric R[redacted] who showed us a 2008 Buick Enclave with 100,000+ miles. After negotiating prices this past Sunday we came to an agreement that they would sell us the SUV for 11,000 (actual loan amount after taxes, and their hidden fees was about 12,000 something) .We also came to an agreement on the monthly payment amount, down payment and was fine with the interest rate. Signed our contract and took the SUV home that day. Come to find out a bank approved us and Courtesy tried to tell us that the Used Buick went from 11,000 to 16,999 (their original price, go figure). And the monthly payment would be 200+ higher, interest rate and the down payment skyrocketed as well. Turns out it wasn't the bank lender that suggested this increase. But the Bank Rep and Sales Manager at COURTESY themselves, actually admitting to my husband that they couldn't honor our contract because THEY would LOSE out on money. About 3,900 from what the Bank Rep stated.To agree on the initial contract then tell us..Oh sorry we realize we would lose money so here is what we want instead. GREEDY [redacted] So after not budging or agreeing with the "NEW" contract and listening to their mix up stories and lies, we gave them back the USED BUICK. THEN THEY HAD THE NERVE TO ASKED MY HUSBAND IF HE WANTED TO LOOK AT ANOTHER CAR IN THEIR LOT...WOW

NEVER AGAIN WILL WE BUY or RECOMMEND ANYONE TO GO THERE[redacted]

TO THINK THIS IS HOW THEY TREAT THEIR U.S VETERANS[redacted]

SHAME ON THEM[redacted]

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,

We have reached out to Mr. [redacted] and feel that we have reached a settlement to his satisfaction. We believe the person contacting him might have been an aftermarket warranty company trying to sell him an extended warranty as we could not find the number given as part of our dealership. We also tried calling this particular number and the call cannot be completed. Nonetheless, we have made every effort to take Mr. [redacted] of any possible list that Courtesy may have. If he is contacted by Courtesy Chevrolet he is able to contact myself or [redacted] to rectify. We offered to pay for all labor and no mark up on any parts for Mr. [redacted]’s cruise control. Mr. [redacted] seemed satisfied with our offer as he would only be responsible for $290.00 for the entire install. I gave Mr. [redacted] my personal information in order to call me so I may set up the install for him. We hope that we may over deliver this time and earn Mr. [redacted] business once again. Sincerely,[redacted]Finance Director

Courtesy Chevrolet's reply to my complaint against them dated 11-10-15 stated that this was simply a mistake in their advertisement and that I am trying to take advantage of  them. This could not be farther from the truth as they, in fact, tried to take advantage of me. Had I been informed when I called at 8:20 AM on 11-5-15, that the ad had errors in it, there would have been no problem and I would not have wasted the trip to the dealership and would have moved on in my search for a new vehicle.  Instead, internet sales manager Shola O[redacted] actually BROKE THE LAW and committed CONSUMER FRAUD by insisting THREE TIMES that I needed to come to the dealership because there was a new 2016 Equinox LT available and I could purchase it for the advertised price of $15,999 plus TT&L. I went into the dealership in good faith and then both Mr. O[redacted] and Internet director Steve Rimer continued the fraud by telling me that the vehicle had been sold but wouldn't give me the stock number. Mr [redacted] continued by showing me a paper saying I could purchase an LS (cheaper trim level) for $4,000 more. This now became a blatant BAIT-AND-SWITCH tactic as well as FALSE ADVERTISING. He finally admitted that no LT had been sold that day as of that time.Courtesy Chevrolet assurres the Revdex.com that this type of behavior is "not common practice" yet that does not excuse the fact that it did indeed HAPPEN IN THIS CASE! Owner/GM Mr Scott G[redacted] rolled his eyes and said someone would get fired over this when I discussed it with him that day, before I left the dealership. Yet he refuses to do the right thing and honor the advertised price of $15,999 for the Equinox LT in light of the unethecial behavior of the two employees mentioned above. As a point of clarity here, I never used the term "retaliate" nor did I make any "threats" in talking to anyone at Courtesy Chevrolet. However in conversation with Mr. G[redacted] he said, "So, you intend to leverage your position by going to the Revdex.com and Attorney General's office?" I told him that my only intention was to inform him what had happened at his dealership and to give him an opportunity to correct the situation. I did say I would consider all opions available to me based on how I was treated.Mr. L[redacted] called me after 5 PM on 11-5 to get my e-mail address. This was  long after I had left the dealership. He then sent me a personal retraction for the ad-LONG AFTER THE DAMAGE HAD BEEN DONE.  As I told him in my reply, a retraction after-the-fact is of no value.Courtesy's reply is simply a smokescreen designed to cloud the issues as I accurately presented here and in the original complaint. Courtesy refuses to address the fact that two of its employees abused a potential customer who acted in good faith on its employees' misrepresentations, deception, false statements and false pretenses to get me into the dealership and then use bait-and-switch tactics. Therefore, this matter cannot be considered settled until Courtesy honors the ad and the representations made to me. Based on the facts presented here and in the original complaint, I reject the answer to my complaint by Courtesy Chevrolet. My proposed solution is for Courtesy to sell me the new 2016 Equinox LT for the advertised sale price of $15,999 plus TT&L. I remain ready, willing and able to complete the transaction. I would appreciate any assistance on the part of the Revdex.com. Thank you

March 24, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. She informed...

our office [redacted] secured her truck rental at her desired pick up location this morning.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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: ###-###-####

 Please do not close this issue yet.  I have been out of town and have not contacted the business yet.  I would like to ensure that the offer is valid that has been presented as I have not been able to get return calls from management previously.   I would appreciate the opportunity to talk with the respondent before closing the issue. 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. [redacted] Regards, [redacted]

Dear Sir/Madam:

face="Calibri"> 
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 an outstanding former employee and would hope he would understand these were not malicious acts on our part.  After speaking with Mr. [redacted] it seems we did have a breakdown in communication to make sure we seized any further communication with Mr. [redacted] and his family.  Mr. [redacted] did in fact go to every department involved in  the matter and asked for Mr. [redacted] information to be removed from our system on 5.9.2014.  After receiving the complaint from the Revdex.com today I also went to every department involved to follow up with Mr. [redacted]’s request.  Even though we saw Mr. [redacted] as a loyal customer and former employee we can appreciate his frustration in the matter and would like the Revdex.com to know that we will comply with his request to stop any further contact. 
 
We completely understand Mr. [redacted] concern as it was not our intent to upset him or make any of our customers unhappy.  It was a mistake that we have rectified and hope we can earn Mr. [redacted] respect and business in the future.  If Mr. [redacted] needs anything else, he may contact me at his convenience.        
 
Sincerely,
 
[redacted]
Finance Director

He still failed to mention that his employees were wrong in the beginning when it shouldn't have taken me to go to a general manager to get the matter rectified. I was treated unfairly so Don’t make it seem like it was explained right in the first place when it wasn’t. Or by offering now to fix everything to try and shut me up like they weren’t in the wrong at all. You also failed to mention any names involved but I expected that. Yes, The [redacted] procedures were explained after the car was already purchased when it should of been told in the beginning. I was treated unfair because of my challenged credit when they promote to help anyone in any credit situation. At this time even [redacted] has a complaint filed against courtesy due to the nature of the problem. They also advise me not to take the car back to courtesy Chevrolet, pay anything else additional and to go through my warranty company for the repairs and to also see if there is anything additional wrong with the car. They also stated that the procedures the dealership follows is not of their own although the dealership stated [redacted] makes all the final decisions. I filed a complaint on [redacted] as well in which they will be following up soon. The service team stated this is normal for the car to do this in extreme temperatures I explained it shouldn’t be doing it often causing the battery to drain. The main issue was the fan running after the car is turned off way too much and my car is parked in my garage often I can hear it all day and night! On top of that all of the tires on the car were low. The steering wheel shakes tremendously. They fixed one tire all of other ones are still low. I have an appointment to take the car somewhere else to get it checked out and will go thru my warranty company to fix the repairs. if courtesy wants to pay someone else to fix my car repairs or reimburse me for paying it then that’s fine. I rather not have them do anything but free oil changes.

Better Business...

Bureau                                     ...⇄ 9.16.2015
4428 North 12th St Phoenix, AZ 85014
Re: [redacted]
Reference Complaint Id [redacted]

Dear Sir/Madam:

Please let me start by thanking you for taking the time to bring Mr. [redacted]’s concerns with our dealership to our attention.  We would also like to apologize to Mr. [redacted] for his inconvenience in the matter. We would hope he would understand these were not malicious acts on our part.  After speaking with our reconditioning manager we did classify the vehicle “AS-IS”, and made sure it passed the safety standards.   We apologize if Mr. [redacted] feels if this vehicle is un-safe and would give him the option of returning the vehicle for a full refund.  If there is any other concern regarding this particular matter Mr. [redacted] is welcomed to speak to our Used Car Director as we all have an open door policy.  If Mr. [redacted] would like to keep the vehicle he purchased, Courtesy Chevrolet is willing to refund him the $250.00 he has spent to make the vehicle run to his standards.  We completely understand Mr. [redacted]’s concerns 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.  Mr. [redacted] can reach me at his convenience to determine whatever outcome he may choose.   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
[redacted]

Revdex.com

0pt;">[redacted]

Re: [redacted]

Reference Complaint Id [redacted]

 

Dear Sir/Madam:

 

Please let me start by thanking you for taking the time to bring Mr. [redacted] concerns with our dealership to our attention.  In reviewing the complaints by Mr. [redacted] I can appreciate any frustrations that may have incurred with the negotiation process with our dealership.  Courtesy Chevrolet does not take these issues lightly and are sincere with our apology to Mr. [redacted].  Even though we make every effort to present our consumers a no nonsense negotiating experience our process breaks down at times.  Our written policy allows our sales representatives to give a quote to all our clients that include all fees that would be due at the time of delivery.  Our sales representatives are trained to figure out this number by taking into account all cost.  The mistake that occurred was because our accounting office failed to post the open repair orders (reconditioning) to the cost of this particular vehicle therefore the salesman’s reference point was inaccurate from the start.

 Once Mr. [redacted] came to Courtesy Chevrolet to finalize his deal and our sales representative took the deal to our sales manager for final approval.  At this time our manager saw the error that was made and spoke with Mr. [redacted] to explain the reason for the difference in price.  From what I understand Mr. [redacted] would not have anything to do with the explanation, which we completely understand his point of view in the matter and we do not blame him for his frustration.  According to our sales team involved the only way Mr. [redacted] would consider the sale now would be if we would include four brand new tires, even though the tires on the vehicle passed our inspection process.  We explained that we would honor our original quote even though that price would mean a significant loss to the dealership.  By this time Mr. and Mrs. [redacted] would not have anything to do with our dealership.  Throughout this process we feel we identified our mistake and tried rectify it before this would happen again.  We completely understand Mr. [redacted] concern as it was not our intent to upset him or make any of our customers unhappy.  It was a mistake that we would like to rectify by honoring the original sales price if Mr. [redacted] is still in the market.  If so, Mr. [redacted] can contact myself so I may ensure a smooth process and be able to honor any special offers.

               

 

Sincerely,

 

 

 

Finance Director

[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]  [redacted]

Regards,

To Whom It May Concern:

face="Calibri"> 
                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 it seems that Mr. [redacted] concerns may lie with more than just Courtesy Chevrolet.  His purchase documents show that he purchased a warranty for three years and/or 100,000 miles.  I assume his driving habits may include a lot of miles in a short period of time to pick this particular warranty option.  Mr. [redacted] did come in and sign a cancellation form to cancel his warranty and gap coverage on 3.21.2014 due to a refinance to a different lender.  At this time we proceed to send the cancellation request to [redacted] and [redacted], the two companies who carried Mr. [redacted] policies.  Once they process the cancellation they send us the amount due back to Mr. [redacted] and we forward this to him.  I looked into the amounts that both companies gave us, and it matches what we sent to Mr. [redacted].
 
Now, if Mr. [redacted] feels the pro-rated amount due back to him is incorrect, he is more than welcome to contact [redacted] at ###-###-#### and [redacted] at ###-###-####.  If Mr. [redacted] feels that Courtesy Chevrolet is somehow at fault he is more than welcome to come in and see me to review any and all documents pertaining to this matter.  We strive every day to keep our guest happy, meet their expectations and understand that things sometimes don’t work out as expected.  I will be more than happy to be the point of contact for Mr. [redacted] when he decides to come in and discuss his concerns.
                .
 Sincerely,
 
 [redacted]
Finance Director

Please let me start by thanking you for taking the time to bring Ms. [redacted] concerns with our dealership to our attention.  In reviewing the complaints by Ms. [redacted] I can appreciate any frustrations that may have incurred with the negotiation process with our dealership.  Courtesy...

Chevrolet does not take these issues lightly and are sincere with our apology to Ms. [redacted] knowing that even our process may break down now and then. When our management got together to review Ms. [redacted] complaint the first thing that was in the file was a copy of the check that was sent to [redacted] Financial on behalf of Ms. [redacted] account.  The check was indeed made out for $5,295.00 on 8.14.2014 which was the cancellation of Skylink, service contract and gap portions of Ms. [redacted] contract. Now our records show that Ms. [redacted] vehicle had the Finishing Touch product on the vehicle, but we are willing to refund to Ms. [redacted] as well a gesture of good faith.  The total of the cancelable items would be $6090.00, all of which has been sent to [redacted] or in process to do so.  The differences in the amount Ms. [redacted]  had mentioned in her complaint seems to be in the agreed amount to pay for this vehicle notated in the purchase order and disclosures that are in the file.  We welcome Ms. [redacted] to our dealership to sit and speak with one of our sales managers to go over these numbers if she is still not satisfied with the outcome of the cancellation amounts.  We completely understand Ms. [redacted] concern as it was not our intent to upset her or make any of our customers unhappy. We have been in business over 60 years and I can assure the Revdex.com and Ms. [redacted] that we do not condone concealing charges or deceptive practices at our dealership.  If Ms. [redacted] would like to make an appointment with our sales manager she may use me as the point of contact.  Thank you again to the Revdex.com and Ms. [redacted].Sincerely,David Gonzalez

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 look into Ms. [redacted] concerns with Courtesy Chevrolet.  After reviewing the purchase documents and speaking with our Pre-owned...

staff it seems that Ms. [redacted] concerns are valid and we are more than willing to try and rectify her situation. Our Pre-owned Director and Service Director has reached out to Ms. [redacted] and set up an appointment to rectify her A/C issue. We apologize to Ms. [redacted] for having to spend her time trying to deal with this, and hope we can come through to meet her expectations.  I’m sure Ms. [redacted] will reply to the Revdex.com and Courtesy once we have achieved her satisfaction with her 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 and Service Directors, [redacted] and [redacted] will be more than happy to be the point of contact for Ms. [redacted] throughout this process when she decides to come in and discuss her concerns.                . Sincerely, [redacted]Finance Director###-###-####[redacted]Pre-Owned Director###-###-####[redacted]Service Director###-###-####[redacted]

A very simple agreed upon service issue was not resolved. I had a "we owe you" document for small dent repair.they kept my car for eight days lied to me repeatedly. used car maneger said the we owe was for something else. It was not.then would not be man enough to return my phone calls.