D & S Engine Specialists

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 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 leisureDavid G [redacted] Finance Director [redacted] dg [redacted] @courtesychev.com

We wanted to let the Revdex.com know that Mr [redacted] came into Courtesy Chevrolet on to rectify any issues that he had with his radioWe 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 areaMr [redacted] was more than helpful in allowing us the time needed to handle his issue and we thank him for the opportunityWe hope that Mr [redacted] is completely satisfied with Courtesy Chevrolet and the ultimate outcomeIf there is anything else we can do, please feel free to contact Courtesy at your convenienceSincerely, [redacted] Finance Director

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[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] *** [redacted] Regards, [redacted]

Courtesy Chevrolet's reply to my complaint against them dated 11-10-stated that this was simply a mistake in their advertisement and that I am trying to take advantage of themThis could not be farther from the truth as they, in fact, tried to take advantage of meHad I been informed when I called at 8: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 Equinox LT available and I could purchase it for the advertised price of $15,plus TT&LI went into the dealership in good faith and then both MrO [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 numberMr [redacted] continued by showing me a paper saying I could purchase an LS (cheaper trim level) for $4,moreThis now became a blatant BAIT-AND-SWITCH tactic as well as ADVERTISINGHe 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 dealershipYet he refuses to do the right thing and honor the advertised price of $15,for the Equinox LT in light of the unethecial behavior of the two employees mentioned aboveAs a point of clarity here, I never used the term "retaliate" nor did I make any "threats" in talking to anyone at Courtesy ChevroletHowever in conversation with MrG [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 situationI did say I would consider all opions available to me based on how I was treated.MrL [redacted] called me after PM on 11-to get my e-mail addressThis was long after I had left the dealershipHe 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 complaintCourtesy refuses to address the fact that two of its employees abused a potential customer who acted in good faith on its employees' misrepresentations, deception, statements and pretenses to get me into the dealership and then use bait-and-switch tacticsTherefore, this matter cannot be considered settled until Courtesy honors the ad and the representations made to meBased on the facts presented here and in the original complaint, I reject the answer to my complaint by Courtesy ChevroletMy proposed solution is for Courtesy to sell me the new Equinox LT for the advertised sale price of $15,plus TT&LI remain ready, willing and able to complete the transactionI would appreciate any assistance on the part of the Revdex.comThank you

Revdex.com: 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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Thank you for bringing this to our attention After researching the account a check was cut after attempts to reach our customer Not only did we have him approved at a lower payment, but were more than willing to return his down payment after he decided not to come in and re-sign at that lower payment Once we received your correspondence and realized the check was not cashed we re-issued and mailed We are sorry to have to get the Revdex.com involved.David G [redacted] Revdex.com Translation:Gracias por brindarnos esto a nuestra atencionDespues de a ver revisado la cuenta el cheque fue cortado despues de varias veces de tratar de contactar al consumidorNo solamente lo aprovamos a un pago bajo, pero estamos dispuestos ha regresarle su deposito despues de que el decidio no venir y volver a firmar para el pago bajoUna vez que recivimos su correspondencia se realizo el cheque que no ha sido cambiado lo volvimos hacer y fue mandado por correoSentimos que Revdex.com este envuelto

We have reached out to Mr [redacted] and feel that we have reached a settlement to his satisfactionWe 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 dealershipWe also tried calling this particular number and the call cannot be completedNonetheless, we have made every effort to take Mr [redacted] of any possible list that Courtesy may haveIf he is contacted by Courtesy Chevrolet he is able to contact myself or [redacted] to rectifyWe offered to pay for all labor and no mark up on any parts for Mr***’s cruise controlMr [redacted] seemed satisfied with our offer as he would only be responsible for $for the entire installI gave Mr [redacted] my personal information in order to call me so I may set up the install for himWe hope that we may over deliver this time and earn Mr [redacted] business once againSincerely, [redacted] Finance Director

To Whom It May Concern: Please let me start off again by thanking you for taking the time to be involved in Mr*** concerns with Courtesy Chevrolet After reviewing and pulling Mr*** deal we can say that we understand and sympathize with Mr*** issuesWe looked into
the history of the vehicle in question and the timeline in which Car Fax reported its history Mr*** 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 concernsThe 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*** vehicle and realized that the vehicle was in an accident in June of 2013, but did not report until That is almost a year after the purchase of the vehicle. Mr*** 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 pretenses worth our customer being in danger or unhappy We advise that Mr*** 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*** employee pricing on any vehicle in stock We apologize to Mr*** for having to spend his time trying to deal with this, and hope we can help be part of his solution. Sincerely,*** ***Finance Director

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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/ When I did not hear from him I contacted him again and he committed to having something to me by lunch on 5/ 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com North 12th St Phoenix, AZ Re: *** Reference Complaint Id *** Dear Sir/Madam: Please let me start by thanking you for taking the time to bring Ms***’s concerns with our dealership to our attention. In reviewing the complaints by Ms
***, I can appreciate any frustrations that may have incurred and would like apologize upfront for the lack of disclaimer on our military ads. This was never meant to be misleading, but simply a lack of attention to detail before they allowed going to print. I am also ex-Military and take this error very seriously. I have included the corrected attachment and have spoken with the GM and Sales Manager to prevent this misprint from happening again. That being said we will certainly provide Ms*** with free oil and a car wash. Please feel free to reach out to me when you would like to take advantage of our offer Sincerely, Shawn M*** Courtesy Chevrolet Service Manager ###-###-#### Fax: ###-###-####

To Whom It May Concern:Please let me start off again by thanking you for taking the time to be involved in Mr*** concerns with Courtesy Chevrolet After reviewing Mr*** issues with Courtesy we have made the effort to contact Mr*** and start to rectify his issues Mr***
concerns are valid and we are more than willing to try and rectify his situation Our customer service Director, *** *** has already started the process and Mr*** 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*** 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*** concerns and hope we can come out of this with Mr*** being completely satisfied.Sincerely,*** ***Finance DirectorCORRESPONDANCE FROM MR***...Hello ***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 # ***.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*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. Ms***, 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 $and has been sent out to your lien holder on 11.7.2016. The remainder of the $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***I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Please let us start with a sincere apology to Mr***. Being in business for the past years, we can assure you that our business model does not condone such behavior. We have spoken with Mr*** and asked to reach out to Mr*** to no avail. He let us know that he
did leave a message apologizing for his behavior. Our New Car Director, *** *** also made a couple calls to offer an apology and see if there was anything else that Courtesy Chevrolet could have done different. We would like to speak to Mr*** in person to offer our apology and make sure that he knows that this is not the norm here at Courtesy Chevrolet. We appreciate the candid feed back from Mr***, and we will use this as a lesson learned and training tool as what not to do. If Mr*** would like to speak with *** Tichy he can reach him at *** ** ***. Thank You, Management

Please let me start by thanking you for taking the time to bring Mr*** concerns with our dealership to our attentionWe would also like to apologize to Mr*** for his inconvenience in the matterWe do recognize Mr*** as a previous customer and would hope he would understand these were
not malicious acts on our partAfter speaking with MrLong, our Internet and Business Development Director we have made a conscious effort to stop all communication with Mr*** and have taken him off all available lists.Unfortunately, we have not been able to pin point what exactly what Mr*** was being asked to purchase over the phoneWe do find this odd considering all financial transactions pertaining to purchasing a vehicle would go through our Finance DepartmentIf there is any other concern regarding this particular matter Mr*** is welcomed to speak to any of the Directors as we all have an open door policy.We also looked into Mr***’s concern regarding cruise control on a vehicle purchased Unfortunately, we do not show any documents where cruise control was promised or disclosed as having this itemWe would be willing to offer Mr*** cruise control at employee cost, but would not be able to “give him his cruise control”.We completely understand Mr***’s concern as it was not our intent to upset him or make any of our customers unhappyOur processes are far from perfect, but are something we work on to rectify every dayFor any particular reason someone does contact Mr*** without his permission he may contact *** *** at ###-###-#### or *** to get handledWe have been in business over years I can assure you do our best to maintain our customer’s best interest in mind.Sincerely,*** ***Finance Director

Revdex.comNorth 12th St Phoenix, AZ 85014Re: *** ***Reference Complaint ID ***
*Dear Sir or Madam:Please let me start off by thanking the Revdex.com for bringing Mr*** concerns with our dealership to our attention. In reviewing the complaint
made by Mr*** 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 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*** 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*** came in that morning we did try and rectify the issue at our sales manager level, but nothing seemed to satisfy himWe presented the LS offers once again, and like discounts on any LT model Mr*** should choose. Our sales manager felt Mr*** frustration and immediately got our GM, Scott G*** involved. At this time MrG*** invited Mr*** to speak with him and admitted it was an error on our part an apologized. Mr*** rejected MrG*** 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*** for his time. We are willing to offer Mr*** $300.00, approximately $per hour he spent with us. We will also honor the pricing on our LS model for $15,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*** and know that Mr*** is welcome at Courtesy Chevrolet to speak about this matter at his leisure.David G***Finance Director***Bryan L***Internet Director***
***

Thank you for bringing this to our attention. We have tried on numerous occasions to rectify Mr***'s issue, but have had no success. We encourage Mr*** to please come in and speak with John L***. He is the Fleet Director and he has been made aware of the latest
correspondence with the Revdex.com and Mr***. We will be more than happy to try and rectify Mr***'s issue once again at the request of ownership and in good faith. MrL***'s information is below. John L***

To Whom it May Concern,Thank you for bringing this issue to our attention. We sincerely wanted to apologize to Mr*** for any inconvenience we may have caused. I have reached out to all social media, advertising, and management to please remove Mr*** from any list that we may
have. If Mr*** receives anymore solicitation I would encourage him to please call us direct so we may pin point the source and stop immediately. Again, we apologize for wasting MrTrainor's time and will do our due diligence to rectify this problem. *** ***
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