David McDermott Lexus of New Haven

From: [redacted] To: [redacted] Sent: 11/28/11:02:A.MEastern Standard Time Subj: Re: [redacted] Good Morning After reading this entire case There are SEVERAL factors that are NOT True This truck was towed in & the entire dash assembly was removed from vehicleThe air bag module was in the bed of the truck when it arrived & we took it out & held it in our office until truck was towed outWe also paid for truck to be brought back to customers home.We took pictures of this truck when it came in & when it left since we all had a BAD Feeling about working on this truck since it had been at other repair facilities prior to usCustomer was not charged anything & we paid to have truck towed back to him I will be happy to forward pictures if needed Joe C***

[redacted] I am very sorry that [redacted] is unhappy with the agreement that he has made with [redacted] and [redacted] on his recent repurchased vehicleUnfortunately this agreement was and is out of the hands of McDermott ChevroletThis agreement was carried out and signed off on by [redacted] and [redacted] Division of General MotorsIncluding all fees and taxes paid by either partyAs I see the agreement, [redacted] received a very fair settlement that is consistent with all other GM buyback agreements that we have seen Thank you,

Complaint Information: I have a check for [redacted] for on my desk, a pro rated amount per [redacted] warrantyHe called and wanted consideration for a car battery he purchased months agoI told him we could do that if we could have the old battery and test it in accordance with *** policyThe only way we are reimbursed is to submit the defective battery and test results back to ***He refused to bring the car here and asked "should I be forced to drive around in my car with a dangerous and acidic battery to make this claim?" Obviously what his regular repair shop told himI think he made the complaint against the wrong businessHe is a customerHe bought the car in and was in once for service in What else do you need from me to close this complaint

Complaint: ***
I am rejecting this response because: I was willing to have the nicks repaired if they would match the original look and feel of the carBut you could not guarantee thatIn addition, you also broke off a tab on the shifter assembly that you admitted to removingSince, you cannot replace a broken tab on a plastic trim piece, I asked for it to be replacedYou declined my requestFinally, You also scratched the driver side speaker grill and made several light scratches on the dashboard which I am also seeking to get repaired/replaced.Immediately after I received the vehicle, I noticed multiple issues with it including the issues I disussed as wellWithin the space of minutes, I took the vehicle backThe first issue was a loose driver side door sill panel that also had plastic jutting outThe technician removed the panel and explained that the plastic was part of the original packaging that should have been removed when the vehicle was originally repairedHe then reinstalled the trim pieceI considered the repair satisfactoryThe second issue, I noticed within minutes of leaving McDermott *** There was an approximately 1/4" gap between the central console and shifter trimIn addition, the shifter trim panel was no longer clipped into the central console on the right sideWhen I brought the vehicle back, a technician unbolted it and moved it forwards to close the gapHowever, he informed me, and later you in my presence, that the two panels could not be connected because the tab on the shifter panel was broken off. I am not seeking to have my car restored to an out of factory look because I understand that the vehicle is years oldWhat I am seeking is a restoration to the way that the vehicle looked before I brought it to the dealership without broken tabs, misaligned panels and new nicks
Sincerely,
Rodion Kosovsky

Complaint: ***
I am rejecting this response because: seeing the business doesn't want to do anything towards what I complained about I will take further action without the Revdex.com
Sincerely,
*** ***

Mr. [redacted] has received his complete set of owner’s manuals and seems to be happy with his purchase at this point.   Thanks,   [redacted] General Manager David McDermott Auto Group 655 Main St [redacted]
[redacted]
[redacted]

From: Kevin Syombathy [mailto:[email protected]] Sent: Monday, August 22, 2016 11:31 AMTo[redacted]Subject: [redacted]Mr. K[redacted] brought his 135,000 mile Lexus in for a complimentary dashboard replacement.   Our technician did make 2 very small...

knicks in the area where the console box meets the shifter housing.  We offered to have these 2 small knicks professionally repaired.Mr. K[redacted] agreed to this solution and an appointment was set.  Mr. K[redacted] did not return for his appointment and has instead decided to have us replace every knicked or scratched component in his car.  The car is a 2007 ES350 originally sold on June 27, 2007.The car is 9 years old and has ~136,000 miles.  It is not reasonable to think that every nick or scratch in the 9 year old interior was made by this dealership.We did not touch the door sill panel, yet we fixed it for Mr. K[redacted].  We did not make the series of scratches in the console box by the seatbelt buckle.  We have offered to make the necessary repairs in good faith and our offer was originally accepted and has now been declined.  We are not able to completely rehabilitate Mr. K[redacted]'s 9 year old Lexus.Thank you,[redacted]Service DirectorMcDermott Lexus[redacted]

Complaint Information: I have a check for [redacted] for 59.50 on my desk, a pro rated amount per [redacted] warranty. He called and wanted consideration for a car battery he purchased 44 months ago. I told him we could do that if we could have the old battery and test it in accordance with [redacted]...

policy. The only way we are reimbursed is to submit the defective battery and test results back to [redacted]. He refused to bring the car here and asked "should I be forced to drive around in my car with a dangerous and acidic battery to make this claim?" Obviously what his regular repair shop told him. I think he made the complaint against the wrong business. He is a customer. He bought the car in 2002 and was in once for service in 2011. What else do you need from me to close this complaint.

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]   I am very sorry that [redacted] is unhappy with the agreement that he has made with [redacted] and [redacted]...

on his recent repurchased vehicle. Unfortunately this agreement was and is out of the hands of McDermott Chevrolet. This agreement was carried out and signed off on by [redacted] and [redacted] Division of General Motors. Including all fees and taxes paid by either party. As I see the agreement, [redacted] received a very fair settlement that is consistent with all other GM buyback agreements that we have seen.   Thank you,

Complaint: [redacted]
I am rejecting this response because:
1) This response is about what I would expect from David McDermott [redacted] (DMD). (Some background):a) I used to be a regular customer of DMD from about 2002 until about 2004. (That was for my first [redacted], the **-[redacted]). I paid every bill on time, every time. Some bills were large. (DMD, you can check the record on that).  Why did I stop being a customer? One day, I brought my car in for the "big" servicing, and DMD assigned two tech-school interns to work on my car. The interns (among other things) did not tighten the transmission pan nor properly gasket it (fumes all over the place), did not do the wipers right (fell off in a rainstorm), did not do the plugs and the belts right (more problems there) and really, just about killed us in our car. To be truthful (this is, and I am), DMD offered to make good on every repair. To be more truthful I said "forget it, for next time, you probably will kill me". (Since then, a licensed local mechanic has handled all of my repairs).b) In May of 2011, my car would not start, and I called road service. My wife was terminally ill and I had to go home quickly and relieve her caregiver. (That has no bearing on my complaint, but said all that to say this...the tow driver told me that McDermott was the only shop open in late afternoon and he took me there). I really had no choice, but all seemed well as the repair was done and there was no difficulty.c) Fast forward to the recent event. I was driving from [redacted] to [redacted] on a five degree day. The charge light went on.  (My best decision was to drive to a local competent garage rather than take a chance on driving across the bridge and having the battery discharge). Now if I were a crook or wanting to beat McDermott out of money, don't you think I would be doing it for more than $59.50?d) The gentleman replying leaves out several obvious facts 1) carrying car batteries in a car IS dangerous (to put sulfuric acid over a fuel tank?), 2) There IS a complete report on the battery. 3) Is [redacted] Corporate really THAT hard up and mistrustful? 3) and guys...we are talking about the princely sum of $59.50! (and McDermott is holding onto that like the great wall of China).In conclusion, I'm not terribly hopeful of getting back my $59.50. DMD should also not be hopeful of ever regaining my trust. What more could ever be said or done?  (Probably not much).  Let the record stand as is.
Sincerely,
[redacted]

From: [redacted] To: [redacted] Sent: 11/28/2017 11:02:05 A.M. Eastern Standard Time Subj: Re: [redacted]   Good Morning.               After reading this entire case There are SEVERAL factors that are NOT True....

This truck was towed in & the entire dash assembly was removed from vehicle. The air bag module was in the bed of the truck when it arrived & we took it out & held it in our office until truck was towed out. We also paid for truck to be brought back to customers home.We took pictures of this truck when it came in & when it left since we all had a BAD Feeling about working on this truck since it had been at other repair facilities prior to us. Customer was not charged anything & we paid to have truck towed back to him . I will be happy to forward pictures if needed .   Joe C[redacted]