D & S Engine Specialists

Thank you so much for letting us know about *** concerns. We did reach out and realized that the original concern was taken care of. The vehicle actually has another faulty sensor and code that was taken care of by Courtesy Chevrolet at no charge. the following is an email from
our customer who we believe is completely satisfied now. Thank you *** for your prompt response, I went in last Wednesday and my car was repaired sorry I am not really a complainer but I thought I was being taken advantage of, and I don't have extra money to be going back and forth to the dealer to get my car repairedTim was nice and courteous to me, and I just wanted to say Thanks again for all your help on this. Have a blessed day! Thank you, David G***

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
The associate was attempting to sell to me a warranty, as my chance to extend had apparently expiredI'm not surprised that there wasn't any documentation regarding the inquiry of cruise control around the time of the saleThat seems awfully convenientThe company's refusal to give me cruise control free of charge supports the action of the salesman, *** *., who told me the car had cruise control before and after the sale: the perceived cruise control functionality was a factor in my deciding to purchase the vehicle
Regards,
*** ***

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 rectifiedI was treated unfairly so Don’t make it seem like it was explained right in the first place when it wasn’tOr by offering now to fix everything to try and shut me up like they weren’t in the wrong at allYou also failed to mention any names involved but I expected thatYes, The *** procedures were explained after the car was already purchased when it should of been told in the beginningI was treated unfair because of my challenged credit when they promote to help anyone in any credit situationAt this time even *** has a complaint filed against courtesy due to the nature of the problemThey 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 carThey also stated that the procedures the dealership follows is not of their own although the dealership stated *** makes all the final decisionsI filed a complaint on *** as well in which they will be following up soonThe service team stated this is for the car to do this in extreme temperatures I explained it shouldn’t be doing it often causing the battery to drainThe 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 lowThe steering wheel shakes tremendouslyThey fixed one tire all of other ones are still lowI have an appointment to take the car somewhere else to get it checked out and will go thru my warranty company to fix the repairsif courtesy wants to pay someone else to fix my car repairs or reimburse me for paying it then that’s fineI rather not have them do anything but free oil changes

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 Mr***’s concerns with our dealership to our attention. We would also like to apologize to Mr*** for his inconvenience in the matterWe 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*** 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*** is welcomed to speak to our Used Car Director as we all have an open door policy. If Mr*** would like to keep the vehicle he purchased, Courtesy Chevrolet is willing to refund him the $he has spent to make the vehicle run to his standards. We completely understand Mr***’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*** can reach me at his convenience to determine whatever outcome he may choose We 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 *** ***

Thank you for bringing this to our attention. I had the Finance Manager that processed this transaction reach out to Mr*** to try and rectify any issues that he may have with Courtesy Chevrolet. Our Finance Manager replied that both the windshield and back tail lights have
been fixed. The only thing to keep Mr*** satisfied would be to reimburse him for the key fob that he purchased. Courtesy has agreed to reimburse Mr*** in order to keep him completely satisfied with our dealership. Thank you once again for bringing this to our attention

Reference Complaint Id [redacted] Dear Sir/Madam: Please let me start by thanking you for taking the time to bring Ms. [redacted] concerns with our dealership to our attention.  We wanted to update the Revdex.com with information regarding this complaint.  We have reached out to Ms....

[redacted] to no avail until 6.24.15 when Ms. [redacted] returned our call.  She did leave us a message that she will be available to converse again on 6.27.15.  We have done extensive research on her issues and we believe we will be able to explain to Ms. [redacted] and hopefully rectify any problems she may have with Chevrolet and Courtesy. We look forward to speaking with Ms. [redacted] when she is available so we may set an appointment with our Fixed Operations Director, [redacted] who can go over all Ms. [redacted] issues.  Thank you to the Revdex.com once again for your interest in the matter and our apologies to Ms. [redacted] for having to deal with this situation.Sincerely,[redacted]Finance Director[redacted]Fixed Operations Director

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

Revdex.com4428 North 12th St Phoenix, AZ 85014Re: P[redacted]Reference Complaint Id [redacted] Dear Sir/Madam: Please let me start by thanking you for taking the time to bring Mr. P[redacted] concerns with our dealership to our attention.  In reviewing the complaints by Mr. P[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 immediately reached out to all parties involved in Mr. P[redacted]’s deal to review all documents and correspondence.  When our management got together to review Mr. P[redacted]’s we have come to the determination that all pricing, adds, and vehicle had been disclosed on multiple occasions.  We have signed forms during the negotiation process, documents signed once agreed to the price and final documents signed in the finance office with a business manager. Our business manager recalls Mr. P[redacted] having buyer’s remorse a couple of days later stating the same concerns which we went over with him at that time.We are an open book here at Courtesy, and feel that we have done our due diligence in the negotiation process with Mr. P[redacted] and have gone above and beyond to satisfy his concerns.  If Mr. P[redacted] still doesn’t agree, we welcome him to our dealership to sit and speak with one of our sales managers to go over his numbers and/or concerns with his vehicle.   We have been in business over 60 years and I can assure the Revdex.com that we want to make sure Mr. P[redacted] is 100% satisfied.  If Mr. P[redacted] would like to make an appointment with our sales manager he may use me as the point of contact.  Thank you again to the Revdex.com and Mr. P[redacted].                 Sincerely,   David G[redacted]Finance Director 602-573-0639dg[redacted]@houseofcourtesy.com  Revdex.com TranslationEstimado Senor/Senora, Para empezar, muchas gracias por tomarse el tiempo en traer las preocupaciones del Sr. P[redacted] con nuestro concesionario a nuestra atención. Al examinar las quejas del Sr. P[redacted], puedo apreciar cualquier frustración que pueda haber incurrido en el proceso de negociación con nuestro concesionario. Cortesía Chevrolet no toma estas cuestiones ligeramente y inmediatamente nos pudimos contactar con todas las partes implicadas en el acuerdo del Sr. P[redacted] para revisar todos los documentos y correspondencias que había. Cuando nuestra gestión se reunieron para revisar el Sr. P[redacted], llegamos a la determinación de que todos los precisos, agregas, y el vehículo había sido dado a conocer en mutiples ocasiones. Hemos firmado formas durante el proceso de negociación, documentos firmados cuando llegaron a un acuerdo, y los documentos finales firmados en la oficina de finanzas con un gerente de negocios. Un par de días después, nuestro gerente de negocio recuerda que el Sr. P[redacted] tenia remordimiento del comprador, declarando las mismas preocupaciones que nos indica ahora.Nosotros somos un libro abierto en cortesía y sentimos que hemos hecho nuestra debida diligencia en el proceso de negociación con el Sr. P[redacted] y hemos ido mas aya para satisfacer sus preocupaciones. Si el Sr. P[redacted] aun no esta de acuerdo, lo invitamos a nuestro concesionario para sentarse y hablar con uno de nuestros representantes de ventas para revisar sus números y/o sus preocupaciones con su vehículo. Hemos estado en negocio por mas de 60 anos y le puedo asegurar al Revdex.com que queremos asegurar de que el Sr. P[redacted] este 100% satisfecho. Si el Sr. P[redacted] gustaría ser una cita con uno de nuestros representantes de ventas, me puede utilizar como punto de contacto. Otra vez, gracias Revdex.com y Sr. P[redacted]. Sinceramente, David G[redacted]Director de Financias Por favor, permítanme comenzar dándole las gracias por tomarse el tiempo para traer preocupaciones Sr. P[redacted] con nuestro concesionario a nuestra atención .

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

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 atencion. Despues de a ver revisado la cuenta el cheque fue cortado despues de varias veces de tratar de contactar al consumidor. No 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 bajo. Una vez que recivimos su correspondencia se realizo el cheque que no ha sido cambiado lo volvimos hacer y fue mandado por correo. Sentimos que Revdex.com este envuelto.

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

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]
Regards,
[redacted]

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

Revdex.com: 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]

On June 24th, I sat down for about an hour and explained how the whole [redacted] bank process worked. The customer was upset because she felt like she wasn’t allowed to pick the car she wanted. I explained in great detail how the [redacted] program works and that it doesn’t work like that. She had spent all day...

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

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 approval process with our dealership. Courtesy Chevrolet does not...

take these issues lightly and immediately reached out to all parties involved with Mr. [redacted] deal to review all correspondence, approvals, denials and documents provided by Mr. [redacted]. When our management got together to review Mr. [redacted] we had noted that Mr. [redacted] did come in multiple times seeking an approval that a bank would fund. Due to Mr. [redacted] credit file seeking an approval was challenging, but we felt that we could be of some assistance. After working diligently with multiple lenders, Flagship credit actually came into our dealership to review the approval, terms and the stipulations that Mr. [redacted] provided. They made the decision to approve the deal pending the verification process that most banks have once the deal is sent in for funding. This is where the deal started to unravel due to Mr. [redacted] employer not verifying what was stated on the job letters. The bank was very adamant that they would help Courtesy and Mr. [redacted] if his employer would verify that he would bemoving to a permanent  status versus a temporary status. Courtesy made a conscious decision to let Mr. [redacted] take our vehicle since the letter he provided proved this to be fact. Again, once the bank could not verify this Flagship made the decision to return the contract.We are an open book here at Courtesy, and feel that we have done our due diligence in the approval process with Mr. [redacted]. Once we received the Revdex.com's letter we had already reached out to Mr. [redacted] to review any other options with our in house bank Credit Acceptance Corporation.  Mr. [redacted] spoke with his original Finance Manager, Martha Keith and our representative from CAC. We finally found an approval that would work but the vehicle it would require was to Mr. [redacted] liking. We completely understand his decision and decided to get our vehicle back and refunded all of his down payment. Again, we thank the Revdex.com and Mr. [redacted] for the opportunity to make this right in Mr. [redacted] eyes.

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

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

I have only talked to John L[redacted] a couple of times and the last time I talked to him he could not give me a straight answer, I feel like myself the customer is getting thrown into the gutter, my mother has called but was hung up on and since has not called back, she agrees I should have gotten my rims and tires that had come with my new truck but they are not coming too terms on why there was 3 trucks at the place to where I got my old tires taken off and put on the new truck and NO NEW TIRES AND RIMS supposedly since there were 3 trucks there management at Courtesy Chevrolet can not get there story straight.All I want is my tires and rims that came with the new truck,Thank you,Lewis

Revdex.com4428 North 12th St Phoenix, AZ 85014Re: [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[redacted]