Complaint: [redacted]
I am rejecting this response because: After receiving the vehicle from the shop the first time before driving off I complained to the svc manager as well as called into the dealership in regards to the whole 1/4 tank being used for only 15 miles. All that was said is they would escalate it but I never heard anything back. On top of that none of the fluids were topped off and I had to buy transmission fluid. Also the radiator and overflow only had water in it after asking them to put coolant in it since they had to replace the radiator and the water hose. Without coolant the water will boil and could possibly cause the water hose to dryrot. Two weeks later when the starter went out it should've actually been replaced with the motor since what was stated the entire engine would be replaced and the starter is located in the engine on this particular vehicle. [redacted] spoke to [redacted] at Sierra Motors who agreed that the starter should've been replaced and there be no charge for the starter. When the tow company came to pick up the vehicle there was no exterior damage. Once [redacted] went to pick up the vehicle is when he first saw the exterior damage. The exterior damage caused both rear doors to not be able to shut securely which was a concern of ours seeing as we have children. The damage was only to the doors and not the bottom frame work where there doors are to be flushed against. After speaking with [redacted] I decided I do hot want the vehicle or to deal with the company anymore. I felt as if the company would do anything to get out of a situation and does not care for the safety of their drivers. I have received the vehicle from them broken twice and the third time damaged. This is not a trust worthy company. My boyfriend [redacted] would contact them severely times and they would give him the run around and would never call back. He would have to physically show up to the dealership to talk to someone where on documentation he did have authority to speak on behalf because I was out of town for work. I even gave them proof of the work related travel including my itinerary. This made the situation even more difficult to deal with. After letting the company know I want to turn in the vehicle they sent me a form to sign. I did not sign the form and called stating that the form is asking me to be responsible for the full finance of the vehicle, I stated I was not going to be responsible for that and the gentlemen only said ok, he'll pass along the message and I never heard back. A couple days later they showed up to my house, before I arrived back in town, and told my boyfriend that the car is under repossession. Although he is able to speak on my behalf he is not able to release the car without my signature and proof of identification as stated by manager [redacted]. If the situation does not get resolved I will be seeking legal action.
Regards,
[redacted]
December 7, 2015[redacted]11841 Rain Wood AveNorwalk, CA 90650Re: Revdex.com Complaint Case # [redacted]Dear [redacted],On behalf of Sierra Motors, we would like to apologize for
any inconvenience we may have caused you regarding this matter. You purchased the vehicle on 08/23/2014 and on 08/26/2014,
you...
had the vehicle in our service shop due to a nail in the left rear tire.
You also informed us that you had a blow out the day before and that check
engine light came on. We kept the unit over night to diagnose and service the
vehicle.On 08/27/2014, we replaced the tire that had a nail, did an
alignment, and replaced the Catalytic
converter. Unit was picked up and repairs were satisfied.On 01/16/2015,
[redacted] called in and spoke to our service manager informing her about the heater
and the window off track. Our service manager attempted to schedule him with a
service appointment for 01/21/2015 and customer refused. We also informed you
that we had the parts to service the issue.Your loan
agreement requires that you maintain insurance covering physical damage to
protect the interest in your collateral. Collateral Protection Insurance covers
comprehensive and collision to your collateral and is your responsibility and
state law requires that all drivers must have liability insurance. It is your option
to purchase Collateral Protection Insurance or purchase full coverage insurance
that meets our requirements with any insurance company of your choice. Again, on behalf of Sierra Motors and our representatives, we
apologize that you have had mechanical issue and a misunderstanding about the
Collateral Protection Insurance. If you have any further concerns, please feel
free to contact me directly to my email address is [email protected],[redacted]Manager
Mr. [redacted] We agree with your statement. You purchased a vehicle from us and paid it off. We have confirmed with TransUnion that they show that we are reporting your account to reflect those facts. Please feel free to contact me if you need further clarification or to...
show me what you are seeing that differs from your account being reported as paid in full. In addition, please be aware you can challenge any trade line on your credit report using the credit bureau's consumer dispute process. Sincerely, [redacted]
Ms. Thompson, We are sorry you are having some issues with your vehicle. Thank you for giving us an opportunity to resolve those issues. In regards to the customer service issues you experienced at the service location, we are sorry that you had a bad experience. We definitely...
do not want any of our customers to feel the way you have. We are in the process of changing our service location for the better and will consider your suggestions. In regards to the issues you were having with the vehicle. It is our understanding that they have been resolved as of 10/27/2016. If you disagree please contact the office and ask to speak to our new service writer ([redacted]) [redacted]. He will provide you the service you deserve. In regards to the rear suspension airbags you mentioned. It is my understanding that the vehicle has rear suspension springs that are fully functional and safe. Again if that is not the case please contact us. Thank you again for your time and business. [redacted]
July 23, 2015 [redacted]
[redacted] Re: Revdex.com Complaint Case # [redacted] Dear [redacted], On behalf of Sierra Motors, we would like to apologize forany inconvenience we may have caused you regarding this matter. On...
06/03/2015, our records show you called our service officeand spoke to [redacted] (our service manager). You made an appointment a weekprior and she informed you to show up at 9:00am. You called the same day thatyou were running late so she extended your time till 9:30am. By 9:30am, you didnot show up so she serviced the Walk-In Appointments that were available. Whenyou showed up, she informed you that there are 3 walk in’s ahead of you. Youchoose not to wait and left the service shop. At that moment we knew about youroil leak but did not have the opportunity to service the vehicle On 06/04/2015, you called Corp and spoke to [redacted] (a customerrepresentative) and informed him that your tire fell off but did not state youwere in need of help. I have spoken to you today, 07/23/2015 and we will beservicing the vehicle on 07/29/2015 at 9:00am for the oil leak and brake systemyou are having issues with on your 2003 Chevrolet Suburban. I have also explained that I will be speaking to ourrepresentatives about how you perceived them to be rude and not customerservice friendly. Again, on behalf of Sierra Motors and our representatives, weapologize that you felt like you had issues with the vehicle and customerservice. I have given you my email address to contact me directly if any otherissues occur. Sincerely, [redacted]Manager
Ms. [redacted],We are sorry you are having some issues with your vehicle. We have identified that your vehicle's electronic power steering assist has an intermittent issue. Although this issue is not included on your limited warranty, we have agreed to fix it.It is my understanding that...
you needed your vehicle and that we are waiting for you to contact us with a day that you can bring us the vehicle to repair it.Please contact us at your convenience. Thank you for your time and business. [redacted]
September 28, 2016 [redacted] Daytime Phone: [redacted] Re: Revdex.com Complaint Case # [redacted] Dear [redacted], On behalf of Sierra Motors, we would like to apologize for any inconvenience we may have caused you, in...
regards to the 2007 BLUE BUICK LUCERNE. On 08/11/2016, we diagnosed your vehicle and established that the engine had a blown head gasket. Since your vehicle was still under the limited warranty you received from us at the time of purchase we replaced the engine, at no cost to you. In addition, we waived the $100 deductible and the cost for the replacement of all lubricating fluids, coolant fluids, and oil; that was due per the limited warranty you received. When you picked up the vehicle, you wanted us to reimburse you for the gas that was used. Upon review of our work order dated 8/11/2016 we received the vehicle from [redacted] with a ¼ tank of gas. Mr. [redacted] signed this fact. On 8/19/2016 you received the vehicle and acknowledged the completion of the work and was satisfied. On 09/12/2016, you called and informed us that your vehicle did not want to start. We had the vehicle towed in to our service shop the same day by a third party tow company. [redacted] was present when the vehicle was picked up by the tow company. On 09/13/2016, we diagnosed your vehicle and it was established that the starter needed to be replaced. Our service manager informed you that the starter was not covered under warranty and you would be responsible to pay for the cost. After some discussion, we offered to help you by deferring your car payment for one month ($348) to help you absorb the cost of the starter ($403). On 09/14/2016, the unit was repaired and ready for pick up. When you picked up the vehicle, you informed our service manager about damage to the rear doors. We investigated your claim by talking to the tow company, our mechanics, and all staff. It was determined that no one noticed the damage and as far as we knew the vehicle was received with the damage either being caused by the tow company or prior to our possession. On 09/15/2016, Mr. [redacted] came in and spoke with our owner. He informed them that we are not responsible for the damage, however understood their situation and agreed to help them by waiving the repair cost for the starter ($403) and tow ($50). Mr. [redacted] accepted this offer. On 09/19/2016, you called in and wanted to voluntarily surrender the vehicle. I spoke to you and went over all the options from before and you still wanted to return the vehicle. Then I offered to accept your vehicle as a trade for the full balance and sell you another vehicle. You decided you wanted to return the vehicle. As per your request, on 09/22/2016, we have recovered the vehicle at your home address. Again, on behalf of Sierra Motors and our representatives, we apologize that you had a bad experience. Sincerely, [redacted] (Manager) Tell us why here...
Ms. [redacted] Please forgive the tardiness of this response. It is my understanding that the issue was resolved on 11/8/17 where we came to a mutual agreement for you to pick up the vehicle on 11/11/17. Thank you for your business. [redacted]
Complaint: [redacted]
I am rejecting this response because: After receiving the vehicle from the shop the first time before driving off I complained to the svc manager as well as called into the dealership in regards to the whole 1/4 tank being used for only 15 miles. All that was said is they would escalate it but I never heard anything back. On top of that none of the fluids were topped off and I had to buy transmission fluid. Also the radiator and overflow only had water in it after asking them to put coolant in it since they had to replace the radiator and the water hose. Without coolant the water will boil and could possibly cause the water hose to dryrot. Two weeks later when the starter went out it should've actually been replaced with the motor since what was stated the entire engine would be replaced and the starter is located in the engine on this particular vehicle. [redacted] spoke to [redacted] at Sierra Motors who agreed that the starter should've been replaced and there be no charge for the starter. When the tow company came to pick up the vehicle there was no exterior damage. Once [redacted] went to pick up the vehicle is when he first saw the exterior damage. The exterior damage caused both rear doors to not be able to shut securely which was a concern of ours seeing as we have children. The damage was only to the doors and not the bottom frame work where there doors are to be flushed against. After speaking with [redacted] I decided I do hot want the vehicle or to deal with the company anymore. I felt as if the company would do anything to get out of a situation and does not care for the safety of their drivers. I have received the vehicle from them broken twice and the third time damaged. This is not a trust worthy company. My boyfriend [redacted] would contact them severely times and they would give him the run around and would never call back. He would have to physically show up to the dealership to talk to someone where on documentation he did have authority to speak on behalf because I was out of town for work. I even gave them proof of the work related travel including my itinerary. This made the situation even more difficult to deal with. After letting the company know I want to turn in the vehicle they sent me a form to sign. I did not sign the form and called stating that the form is asking me to be responsible for the full finance of the vehicle, I stated I was not going to be responsible for that and the gentlemen only said ok, he'll pass along the message and I never heard back. A couple days later they showed up to my house, before I arrived back in town, and told my boyfriend that the car is under repossession. Although he is able to speak on my behalf he is not able to release the car without my signature and proof of identification as stated by manager [redacted]. If the situation does not get resolved I will be seeking legal action.
Regards,
[redacted]
December 7, 2015[redacted]11841 Rain Wood AveNorwalk, CA 90650Re: Revdex.com Complaint Case # [redacted]Dear [redacted],On behalf of Sierra Motors, we would like to apologize for
any inconvenience we may have caused you regarding this matter. You purchased the vehicle on 08/23/2014 and on 08/26/2014,
you...
had the vehicle in our service shop due to a nail in the left rear tire.
You also informed us that you had a blow out the day before and that check
engine light came on. We kept the unit over night to diagnose and service the
vehicle.On 08/27/2014, we replaced the tire that had a nail, did an
alignment, and replaced the Catalytic
converter. Unit was picked up and repairs were satisfied.On 01/16/2015,
[redacted] called in and spoke to our service manager informing her about the heater
and the window off track. Our service manager attempted to schedule him with a
service appointment for 01/21/2015 and customer refused. We also informed you
that we had the parts to service the issue.Your loan
agreement requires that you maintain insurance covering physical damage to
protect the interest in your collateral. Collateral Protection Insurance covers
comprehensive and collision to your collateral and is your responsibility and
state law requires that all drivers must have liability insurance. It is your option
to purchase Collateral Protection Insurance or purchase full coverage insurance
that meets our requirements with any insurance company of your choice. Again, on behalf of Sierra Motors and our representatives, we
apologize that you have had mechanical issue and a misunderstanding about the
Collateral Protection Insurance. If you have any further concerns, please feel
free to contact me directly to my email address is
[email protected],[redacted]Manager
Mr. [redacted] We agree with your statement. You purchased a vehicle from us and paid it off. We have confirmed with TransUnion that they show that we are reporting your account to reflect those facts. Please feel free to contact me if you need further clarification or to...
show me what you are seeing that differs from your account being reported as paid in full. In addition, please be aware you can challenge any trade line on your credit report using the credit bureau's consumer dispute process. Sincerely, [redacted]
Ms. Thompson, We are sorry you are having some issues with your vehicle. Thank you for giving us an opportunity to resolve those issues. In regards to the customer service issues you experienced at the service location, we are sorry that you had a bad experience. We definitely...
do not want any of our customers to feel the way you have. We are in the process of changing our service location for the better and will consider your suggestions. In regards to the issues you were having with the vehicle. It is our understanding that they have been resolved as of 10/27/2016. If you disagree please contact the office and ask to speak to our new service writer ([redacted]) [redacted]. He will provide you the service you deserve. In regards to the rear suspension airbags you mentioned. It is my understanding that the vehicle has rear suspension springs that are fully functional and safe. Again if that is not the case please contact us. Thank you again for your time and business. [redacted]
July 23, 2015 [redacted]
[redacted] Re: Revdex.com Complaint Case # [redacted] Dear [redacted], On behalf of Sierra Motors, we would like to apologize forany inconvenience we may have caused you regarding this matter. On...
06/03/2015, our records show you called our service officeand spoke to [redacted] (our service manager). You made an appointment a weekprior and she informed you to show up at 9:00am. You called the same day thatyou were running late so she extended your time till 9:30am. By 9:30am, you didnot show up so she serviced the Walk-In Appointments that were available. Whenyou showed up, she informed you that there are 3 walk in’s ahead of you. Youchoose not to wait and left the service shop. At that moment we knew about youroil leak but did not have the opportunity to service the vehicle On 06/04/2015, you called Corp and spoke to [redacted] (a customerrepresentative) and informed him that your tire fell off but did not state youwere in need of help. I have spoken to you today, 07/23/2015 and we will beservicing the vehicle on 07/29/2015 at 9:00am for the oil leak and brake systemyou are having issues with on your 2003 Chevrolet Suburban. I have also explained that I will be speaking to ourrepresentatives about how you perceived them to be rude and not customerservice friendly. Again, on behalf of Sierra Motors and our representatives, weapologize that you felt like you had issues with the vehicle and customerservice. I have given you my email address to contact me directly if any otherissues occur. Sincerely, [redacted]Manager
Ms. [redacted],We are sorry you are having some issues with your vehicle. We have identified that your vehicle's electronic power steering assist has an intermittent issue. Although this issue is not included on your limited warranty, we have agreed to fix it.It is my understanding that...
you needed your vehicle and that we are waiting for you to contact us with a day that you can bring us the vehicle to repair it.Please contact us at your convenience. Thank you for your time and business. [redacted]
September 28, 2016 [redacted] Daytime Phone: [redacted] Re: Revdex.com Complaint Case # [redacted] Dear [redacted], On behalf of Sierra Motors, we would like to apologize for any inconvenience we may have caused you, in...
regards to the 2007 BLUE BUICK LUCERNE. On 08/11/2016, we diagnosed your vehicle and established that the engine had a blown head gasket. Since your vehicle was still under the limited warranty you received from us at the time of purchase we replaced the engine, at no cost to you. In addition, we waived the $100 deductible and the cost for the replacement of all lubricating fluids, coolant fluids, and oil; that was due per the limited warranty you received. When you picked up the vehicle, you wanted us to reimburse you for the gas that was used. Upon review of our work order dated 8/11/2016 we received the vehicle from [redacted] with a ¼ tank of gas. Mr. [redacted] signed this fact. On 8/19/2016 you received the vehicle and acknowledged the completion of the work and was satisfied. On 09/12/2016, you called and informed us that your vehicle did not want to start. We had the vehicle towed in to our service shop the same day by a third party tow company. [redacted] was present when the vehicle was picked up by the tow company. On 09/13/2016, we diagnosed your vehicle and it was established that the starter needed to be replaced. Our service manager informed you that the starter was not covered under warranty and you would be responsible to pay for the cost. After some discussion, we offered to help you by deferring your car payment for one month ($348) to help you absorb the cost of the starter ($403). On 09/14/2016, the unit was repaired and ready for pick up. When you picked up the vehicle, you informed our service manager about damage to the rear doors. We investigated your claim by talking to the tow company, our mechanics, and all staff. It was determined that no one noticed the damage and as far as we knew the vehicle was received with the damage either being caused by the tow company or prior to our possession. On 09/15/2016, Mr. [redacted] came in and spoke with our owner. He informed them that we are not responsible for the damage, however understood their situation and agreed to help them by waiving the repair cost for the starter ($403) and tow ($50). Mr. [redacted] accepted this offer. On 09/19/2016, you called in and wanted to voluntarily surrender the vehicle. I spoke to you and went over all the options from before and you still wanted to return the vehicle. Then I offered to accept your vehicle as a trade for the full balance and sell you another vehicle. You decided you wanted to return the vehicle. As per your request, on 09/22/2016, we have recovered the vehicle at your home address. Again, on behalf of Sierra Motors and our representatives, we apologize that you had a bad experience. Sincerely, [redacted] (Manager) Tell us why here...
Ms. [redacted] Please forgive the tardiness of this response. It is my understanding that the issue was resolved on 11/8/17 where we came to a mutual agreement for you to pick up the vehicle on 11/11/17. Thank you for your business. [redacted]