I am rejecting this response because:
So that needs to be replaced every other oil change as I was told by your company? Doesn’t seem right I don’t know if that’s from my vehicle or what it is from and you can get it back on with a vise grips I stand I principal too and you was lied too saying that’s replaced every other oil change that is a straight lie
We do not check security systems as part of a multi point vehicle inspection during an oil changeBrakes, tires etc are the items looked at. We have no way of knowing when the customers remote start/security system became inop. except for what he is claiming.Our techs did indeed look at the car when the customer brought it back and we tried a few cursory diagnostic procedures and we did so to try and helpNo need to check cameras as we do not dispute thisThe car will need more extensive diagnosis and we are not willing to absorb this expense as we did not interact with the security system while the oil was being changedWe only interacted with it later in an attempt to help this customer
Initial Business Response /* (1000, 10, 2015/10/28) */
In reviewing the service records for the 2002 Nissan Altima which Mr. [redacted] states was a perfect car I have found multiple repair orders for multiple issues with the cars check engine light on, misfiring, and stalling out at speeds of about...
30 MPH, this was by no means a perfect car. I have also attached the used car purchase log which shows Mr. [redacted] personally valued his car at $3000.00 back on February 28,2015 when he was an employee here not $4500-$6000 which he states in his complaint, we do not feel the value of his car has increased by more than 50% in the last eight months. I have also attached the repair order that he had produced when he was an employee of Lupient Chevrolet showing that his car was a car in the inventory of Lupient Chevrolet as to not have to pay for the services he requested. We are still awaiting payment on the $286.81 that is owed to Lupient Chevrolet. The vehicle has been left on our lot by Mr. [redacted] for 241 days and no storage fee has been paid to Lupient Chevrolet. We would ask that Mr. [redacted] please arrange with Mike [redacted] to pick up his car prior to November 15, 2015, so we do not have to proceed with the action of a mechanics lien on his vehicle for the total owed of the repair order and storage totaling $8721.81(241 days at $35 per day $8435 plus the open repair order of $286.81).
Mike [redacted]
General Manager
Lupient Chevrolet
c-[redacted]
o-952-887-9320
Initial Consumer Rebuttal /* (3000, 12, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing in Mike [redacted]'s response is anywhere near the truth. At the time of my supposed oil change my vehicle was in perfect working order. Previously (months before) one issue was the vehicle was running rough and not running properly at higher speeds..one of the sparkplugs was fouled so all four were replaced and the vehicle was back to perfect.
Fact: Oil was not put back into my vehicle.
Fact: The vehicle has not been fixed.
My vehicle has been at Lupient because my vehicle has not been fixed! Paying a lot fee for having my vehicle on their lot...seriously? Is this a scare tactic? I chalk this up to terrible and unethical practice. Why would any consumer take their vehicle if it was not fixed? When started you can hear how bad the motor sounds; why would I take my vehicle in this condition? Go and start my car, take it for a drive; tell me it's been fixed...it does not run! Knocking...loud...rattles...poor acceleration...etc... Putting a new battery in the vehicle so it starts does not fix the real issue...my motor has been destroyed. Lupient fully admitted that oil was not put back into the vehicle and made arrangements to have the motor rebuilt, but the motor was not rebuilt...it has not been fixed properly. At one point Lupient agreed to take my vehicle for $3000.00, in hindsight I probably should have taken the money (considering the unprofessionalism, waste of time, and lack of accountability I have seen thus far). That was not a fair value for my vehicle though, considering the car would sell for much more retail. In working condition (previous to the oil change) the vehicle would sell for way more than the amount offered. $3000 might be the 'trade in' value, but it is certainly not the market value.
I refuse to take delivery of my vehicle at this point because it is not in the same working condition as it was...again, my vehicle was driven without oil. That is the only fact, period. I have had lengthy conversations with Pam [redacted], Pete [redacted] and Dave [redacted] (the General Manager, General Sales Manager, and Used Car Manager) at the time of this event; all of them will testify to the facts previously documented. There are also several (current) managers/employees who can/will be called upon to discuss the events regarding my vehicle.
I am rejecting this response because: Even if it's an error you should honor the price you are advertising the vehicle for. We looked at the 2017 and a blue equinox well before we came in the sales floor. The blue equinox was not there and I test drove the vehicle I was going purchase which was the black 2017. This is a matter of honoring the price your advertising.
Hello, Please reference photo in the attachment. When viewing the photo it should be noted that this oil drain plug, were it stripped while we were working on the vehicle would not be able to be reinstalled. The hex head is very small and if we had stripped it would cause an oil leak...
because it would not be able to be tightened.The only way it can be stripped is in the removal process so it stands to reason that the dealer in Iowa stripped it upon removal and tried to blame us. Our position is the drain plug was fine when it left our shop otherwise it could not have been tightened. In addition [redacted] has waged a nasty online campaign against us making untrue statements in an effort to coerce us into paying for his repair. We never want an unhappy customer but feel no liability for this and although it is a small amount we need to stand on principle in this matter. Kind regards, Paul [redacted]General Manager###-###-####
From my perspective “we only change the oil” is a fault statement. My car (key fob) was working normal before I dropped off my car for service. Is it a coincidence that my key fob “security system’” started to ack funny after the service? When I bought the car back the same day a half hour later. Your technician with the tattoo sleeves was messing with the programming on the key fob. He told me he had to change the programming, in the beginning when you click the unlock button the car would beep twice, before unlocking. The “tattoo technician fix that issue by changing the programming, the auto started still doesn’t work! (If you don’t believe me Please check your cameras). Jordan the other technician told me by “messing with my tires” that could cause the key fob programming to get mess up. I never had any issues with my “security system”. During each oil change Chevy does a courtesy check, how come no one told me I had security problems? Suddenly when I come back I have “security problems” BS. Is Chevy implying cause my car is 12 years old I should have security issues? Again, I never had any issues with anything before I drop my car off. I don’t care if my car is 12 years old or have 139,000 miles. I take car of my car and always get service fix. There are a lot of cars that are older than mine and has a lot more miles than my Malibu that doesn’t have “switch and wiring problems” That a BS excuse that my car is 12 years old. Your technician NEVER mention any of these “security issues” before, and I have gotten service done here before. I Never nor do I have any issues with my “deck lid (trunk) latch being mis-aligned. How come Chevy never mention this mis-alignment with me before? I feel this is some BS that there are claiming, again my key fob was working normal before I dropped off my car. Is it a coincidence that this issue happens after I pick my car up, no Chevy mess my key fob up and I need them to fix it free of charge.
We are sorry for your experience. It was relayed to us through our salesperson that you initially came in for a used vehicle and that you all came across this vehicle together while browsing online at the dealership. Upon discovering we immediately relayed to you that it was a clerical error and...
that it was a duplication of rebates in our software that caused the error. We also told you right away that we could not honor that price and corrected it as soon as our system would allow. We regret that we cannot honor that price. Please again accept our apologies.
Hello,We regret that Mr.[redacted] is having an issue with his car. From our perspective we only changed the oil. We did not rotate the tires or perform any other service. Although Mr. [redacted] claims that his issue is related to the oil change, our position is that it is not related and any action we...
took when he brought it back was to help him in the interest of customer satisfaction. In the course of an oil change it is not likely, nor possible that his remote could 'be messed with.' We checked few basic things in the service drive when he brought it back later in the day and have determined that in all likelihood the problem lies in his security system. This would require additional diagnosis that we do not feel responsible for as the only service we performed was an oil change.It should be noted that Mr.[redacted]'s vehicle is a 2006 Malibu with a 139,000 miles on it. A 12 year old vehicle can certainly develop security system issues especially in light of the fact that switches and wiring perform less reliably with age.His deck lid (trunk) latch is mis-aligned which we pointed out as a POTENTIAL cause for the security system failure, but again the issue would require diagnosis by a skilled technician.We have offered to diagnose the issue, but cannot perform this function for free as we do not feel responsible for the failure. Thank you
I am rejecting this response because:
So that needs to be replaced every other oil change as I was told by your company? Doesn’t seem right I don’t know if that’s from my vehicle or what it is from and you can get it back on with a vise grips I stand I principal too and you was lied too saying that’s replaced every other oil change that is a straight lie
We do not check security systems as part of a multi point vehicle inspection during an oil changeBrakes, tires etc are the items looked at. We have no way of knowing when the customers remote start/security system became inop. except for what he is claiming.Our techs did indeed look at the car when the customer brought it back and we tried a few cursory diagnostic procedures and we did so to try and helpNo need to check cameras as we do not dispute thisThe car will need more extensive diagnosis and we are not willing to absorb this expense as we did not interact with the security system while the oil was being changedWe only interacted with it later in an attempt to help this customer
Initial Business Response /* (1000, 10, 2015/10/28) */
In reviewing the service records for the 2002 Nissan Altima which Mr. [redacted] states was a perfect car I have found multiple repair orders for multiple issues with the cars check engine light on, misfiring, and stalling out at speeds of about...
30 MPH, this was by no means a perfect car. I have also attached the used car purchase log which shows Mr. [redacted] personally valued his car at $3000.00 back on February 28,2015 when he was an employee here not $4500-$6000 which he states in his complaint, we do not feel the value of his car has increased by more than 50% in the last eight months. I have also attached the repair order that he had produced when he was an employee of Lupient Chevrolet showing that his car was a car in the inventory of Lupient Chevrolet as to not have to pay for the services he requested. We are still awaiting payment on the $286.81 that is owed to Lupient Chevrolet. The vehicle has been left on our lot by Mr. [redacted] for 241 days and no storage fee has been paid to Lupient Chevrolet. We would ask that Mr. [redacted] please arrange with Mike [redacted] to pick up his car prior to November 15, 2015, so we do not have to proceed with the action of a mechanics lien on his vehicle for the total owed of the repair order and storage totaling $8721.81(241 days at $35 per day $8435 plus the open repair order of $286.81).
Mike [redacted]
General Manager
Lupient Chevrolet
c-[redacted]
o-952-887-9320
Initial Consumer Rebuttal /* (3000, 12, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing in Mike [redacted]'s response is anywhere near the truth. At the time of my supposed oil change my vehicle was in perfect working order. Previously (months before) one issue was the vehicle was running rough and not running properly at higher speeds..one of the sparkplugs was fouled so all four were replaced and the vehicle was back to perfect.
Fact: Oil was not put back into my vehicle.
Fact: The vehicle has not been fixed.
My vehicle has been at Lupient because my vehicle has not been fixed! Paying a lot fee for having my vehicle on their lot...seriously? Is this a scare tactic? I chalk this up to terrible and unethical practice. Why would any consumer take their vehicle if it was not fixed? When started you can hear how bad the motor sounds; why would I take my vehicle in this condition? Go and start my car, take it for a drive; tell me it's been fixed...it does not run! Knocking...loud...rattles...poor acceleration...etc... Putting a new battery in the vehicle so it starts does not fix the real issue...my motor has been destroyed. Lupient fully admitted that oil was not put back into the vehicle and made arrangements to have the motor rebuilt, but the motor was not rebuilt...it has not been fixed properly. At one point Lupient agreed to take my vehicle for $3000.00, in hindsight I probably should have taken the money (considering the unprofessionalism, waste of time, and lack of accountability I have seen thus far). That was not a fair value for my vehicle though, considering the car would sell for much more retail. In working condition (previous to the oil change) the vehicle would sell for way more than the amount offered. $3000 might be the 'trade in' value, but it is certainly not the market value.
I refuse to take delivery of my vehicle at this point because it is not in the same working condition as it was...again, my vehicle was driven without oil. That is the only fact, period. I have had lengthy conversations with Pam [redacted], Pete [redacted] and Dave [redacted] (the General Manager, General Sales Manager, and Used Car Manager) at the time of this event; all of them will testify to the facts previously documented. There are also several (current) managers/employees who can/will be called upon to discuss the events regarding my vehicle.
I am rejecting this response because: Even if it's an error you should honor the price you are advertising the vehicle for. We looked at the 2017 and a blue equinox well before we came in the sales floor. The blue equinox was not there and I test drove the vehicle I was going purchase which was the black 2017. This is a matter of honoring the price your advertising.
Hello, Please reference photo in the attachment. When viewing the photo it should be noted that this oil drain plug, were it stripped while we were working on the vehicle would not be able to be reinstalled. The hex head is very small and if we had stripped it would cause an oil leak...
because it would not be able to be tightened.The only way it can be stripped is in the removal process so it stands to reason that the dealer in Iowa stripped it upon removal and tried to blame us. Our position is the drain plug was fine when it left our shop otherwise it could not have been tightened. In addition [redacted] has waged a nasty online campaign against us making untrue statements in an effort to coerce us into paying for his repair. We never want an unhappy customer but feel no liability for this and although it is a small amount we need to stand on principle in this matter. Kind regards, Paul [redacted]General Manager###-###-####
From my perspective “we only change the oil” is a fault statement. My car (key fob) was working normal before I dropped off my car for service. Is it a coincidence that my key fob “security system’” started to ack funny after the service? When I bought the car back the same day a half hour later. Your technician with the tattoo sleeves was messing with the programming on the key fob. He told me he had to change the programming, in the beginning when you click the unlock button the car would beep twice, before unlocking. The “tattoo technician fix that issue by changing the programming, the auto started still doesn’t work! (If you don’t believe me Please check your cameras). Jordan the other technician told me by “messing with my tires” that could cause the key fob programming to get mess up. I never had any issues with my “security system”. During each oil change Chevy does a courtesy check, how come no one told me I had security problems? Suddenly when I come back I have “security problems” BS. Is Chevy implying cause my car is 12 years old I should have security issues? Again, I never had any issues with anything before I drop my car off. I don’t care if my car is 12 years old or have 139,000 miles. I take car of my car and always get service fix. There are a lot of cars that are older than mine and has a lot more miles than my Malibu that doesn’t have “switch and wiring problems” That a BS excuse that my car is 12 years old. Your technician NEVER mention any of these “security issues” before, and I have gotten service done here before. I Never nor do I have any issues with my “deck lid (trunk) latch being mis-aligned. How come Chevy never mention this mis-alignment with me before? I feel this is some BS that there are claiming, again my key fob was working normal before I dropped off my car. Is it a coincidence that this issue happens after I pick my car up, no Chevy mess my key fob up and I need them to fix it free of charge.
We are sorry for your experience. It was relayed to us through our salesperson that you initially came in for a used vehicle and that you all came across this vehicle together while browsing online at the dealership. Upon discovering we immediately relayed to you that it was a clerical error and...
that it was a duplication of rebates in our software that caused the error. We also told you right away that we could not honor that price and corrected it as soon as our system would allow. We regret that we cannot honor that price. Please again accept our apologies.
Hello,We regret that Mr.[redacted] is having an issue with his car. From our perspective we only changed the oil. We did not rotate the tires or perform any other service. Although Mr. [redacted] claims that his issue is related to the oil change, our position is that it is not related and any action we...
took when he brought it back was to help him in the interest of customer satisfaction. In the course of an oil change it is not likely, nor possible that his remote could 'be messed with.' We checked few basic things in the service drive when he brought it back later in the day and have determined that in all likelihood the problem lies in his security system. This would require additional diagnosis that we do not feel responsible for as the only service we performed was an oil change.It should be noted that Mr.[redacted]'s vehicle is a 2006 Malibu with a 139,000 miles on it. A 12 year old vehicle can certainly develop security system issues especially in light of the fact that switches and wiring perform less reliably with age.His deck lid (trunk) latch is mis-aligned which we pointed out as a POTENTIAL cause for the security system failure, but again the issue would require diagnosis by a skilled technician.We have offered to diagnose the issue, but cannot perform this function for free as we do not feel responsible for the failure. Thank you