David R. McGeorge Car

Review: On April 20, 2016, my husband brought my car to this location to have services. He advised the service advisor that my car had noise in the A/C unit and the back tire noise. The car was inspected on that day as well. My husband, [redacted] asked Travis W [redacted] to please inspect the car, check out the A/C and the noise in the back drivers side tire. Travis explained to my husband that my A/C unit had debree clogged into it and had to be removed because the cabin filter was removed by mistake and not put back in place. I had an oil change at Jiffy Lube when this incident occurred. However, Travis called me to ask if it was okay to go ahead and have that part of the car repaired. At the same time while speaking to him on the phone, I asked him why was my back tire making noise, he responded, "I checked out the care and there is no noise and the back tire is ok". I was still confused but I said it was okay to go ahead with everything else. A couple of weeks later, I had a mechanic that I know personally look under my car to see why it was still making noise. He only jacked the car up no more than 4 or 5 inches off the ground and told me it was my struts gone bad, specifically the left side that was supposed to had been repaired in 2008 at [redacted] located on Old Country Road. I went back to [redacted] to ask why I was told nothing was wrong with my car. I spoke with Don D[redacted] in person. He advised it was not notated in their system and there was nothing he could do. I called to speak with the General Manager but he never returned my call. Dan called me on 8/1/16 and still stated there is nothing he could do. I only wanted to bring my car back to have them check out my struts because Toyota had supposedly fixed it in 2008. Don asked me not to ever bring my car back to his location. I asked him why and what did I do wrong, he just hung up the phone in my ear. I called corporate again regarding this incident too.Desired Settlement: I just wanted them to look at my car and determine what the problem is. I paid for the diagnostic to be done on my car and they chose not to include the issue with my back tire. I believe Travis Melton chose not to include this concern on purpose, otherwise I wouldn't be getting this kind of response from the Customer Relations Manager! Please Help!

Business

Response:

In response to Revdex.com case #[redacted] for our customer Stephanie

Moreland, I have reviewed the records. The customer brought her [redacted] to our

dealership’s service department on 4/20/16. The customer stated that there was

a buzzing noise coming from the A/C system. The customer was quoted $109.50 for

the A/C system diagnostic. We found leaves and debris in the blower motor from

an independent shop’s removal of the customer’s cabin air filter. We removed

the blower motor, cleaned all debris, and installed a cabin air filter for

$200.28. The customer also requested a Virginia state inspection during that

visit. The vehicle passed state inspection with no needed repairs.On or around June of this year, the customer came into our

dealership stating that we failed to diagnose and recommend rear strut

replacement to address a noise concern in the rear of the vehicle. Our Service

Lane Manager explained that we had no knowledge of the noise concern in April.

The customer further stated we should have found the rear strut noise with the

$109.50 diagnostic she paid in April. The customer also stated that strut had

been replaced in 2008 while the vehicle was still in the new car warranty. The

customer stated that we should refund her $109.50 diagnostic and replace her

strut for free. Our Lane Manager explained the diagnostic applied to the A/C

repair and was not refundable. The strut was warranted 3 years or 36,000 miles.

The strut was no longer in warranty at 114,458 miles and would not be replaced

for free. After further discussion, the customer got loud and created a scene

in our service department.On or around the end of July of this year, the customer

called into the dealership and spoke to our Service Manager. The customer

restated all claims above. Our Service Manager restated our company’s position

above. Our Service Manager determined the conversation could not be agreed

upon. The customer does not service or maintain her vehicle at our dealership.

Our Service Manager asked the customer not to bring her vehicle back to our

dealership.Thank you for your

assistance in this matter.

Review: Had some work done on the sunroof of my brand new [redacted] at McGeorge (where I bought it from). They "fixed" the problem, which was a popping/cracking sound in the roof. Now, sometimes the sunroof won't shut, the shims they placed in it are falling out. When doing the work, they left clips out from the headliner and it's now rattles. Also, must not have had clean hands or any gloves on because the whole headliner in my car is covered in dirt/hand prints.Desired Settlement: I would like to have the sunroof to where it works properly, and I would like to have them fix the headliner and clean it.

Business

Response:

I spoke to Mr. [redacted], today, about his [redacted]. We were unaware that he had any concerns after his vehicle was repaired on 7/7/16. We will address all concerns next week. I scheduled an appointment for him 9/13/16. He will drop off his car on Monday afternoon 9/12/16. We will provide a complimentary rental during his appointment. Please let me know if you need any more information.

Review: On Friday, November 15, 2013, my wife brought her Highlander in for 15,000 mile service to [redacted]. It was routine maintenance. At least, it was routine until one of your staff members somehow managed to crack the windshield with a windshield wiper. It is beyond my understanding as to how that happens, but at this point, it's the tip of the iceberg. The service staff replaced it, and I picked it up on November 18 at night. When my wife got into her car the next morning, she discovered that the replacement windshield, too, was cracked. On November 22, she brought the car back to have yet another replacement windshield installed. The car was returned to her that evening, only to find glue on the interior -- specifically on the radio -- and a thin film on the new windshield that hindered her view out. She emailed photos to [redacted] on November 23; he contacted us on Tuesday the 26th to schedule a post-Thanksgiving appointment. She took the car back on Monday, December 2, and on Tuesday the service department tried and failed to clean the glue off; ditto the film on the windshield. They ordered the third replacement windshield -- for the original one they'd broken themselves, remember -- they installed it and discovered then that there was a defect inside the laminate. Obviously that wasn't their fault, but the fact that they installed it without first checking is yet another problem I have. The fourth replacement windshield was ordered, along with a replacement radio, and was scheduled for installation this week, the delay due to my wife's travel and work schedule (not to mention holidays and weather delays).

Ironically, my wife's car was broken in to on the Sunday night prior to coming in, and her passenger side window was smashed. She was going to be out of town until Thursday night, so McGeorge had four extra days to fix it. We picked it up on Friday at lunch. I looked at the windshield to make sure it was free of cracks. I looked at the replacement window to make sure it looked okay. My wife checked out the radio to make sure it was working. Neither of us, however, thought to actually open the passenger side door. That would turn out to be a huge mistake.

Once again, the McGeorge service department has managed to return our car to us in a condition that was actually WORSE than that in which we dropped it off, as it is now physically impossible for anyone -- including members of their service department -- to open the passenger side door.Desired Settlement: I would like ten years' of extended warranty service given to us at no charge, and warranty coverage that is redeemable at any [redacted] dealership.

Business

Response:

Dear [redacted],

In response to Revdex.com case #[redacted] for our customer, I have reviewed the records. The account supplied by the customer is accurate concerning the chronology of unfortunate events with his vehicle's windshield. In each case, we have repaired the vehicle using [redacted]. During each repair, we have either provided or offered free alternate transportation.

When the vehicle was brought in the last time, we repaired the passenger front side window that was broken while the vehicle was in the customer's possession. After the repair, we tested all door components and they were working fine. After our repair, small pieces of broken glass had moved and lodged into the latch mechanism, blocking the door from opening. We have repaired the latch by removing the broken safety glass and the vehicle has been completely renewed to the previous condition prior to the accidental breakage of the initial windshield.

As of the customer's letter dated 3/31/14 we had already made the necessary repairs to his vehicle. We have apologized to our customer for this unusual situation and have given them 2 additional years of complimentary maintenance as a way of expressing our appreciation for their business.

Thank you for you assistance in this matter.

Sincerely,

Consumer

Response:

I have reviewed the offer 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.

I am requesting two additional years of [redacted] warranty service beyond what came with the new car. I am not planning to return my car to McGeorge [redacted] ever, given my history of failed repairs. As they acknowledge, the events were "unfortunate," and as such, I do not wish to tempt fate further. I would like to have my car serviced at another [redacted] dealership under the same terms as the offered McGeorge Care. To accomplish that goal, I need McGeorge to extend the existing [redacted] warranty by two additional years or arrange for service to be performed under warranty at another dealership in Richmond.

Regards,

Review: I bought my truck back mid March 2014. It had cosmetic issues with the vehicle. I expressed my concerns and it kept getting put off. Then my engine started to make a noise so I was worried about a safely concern. I set up a time on April 29th to have it looked at. No service notes were made and the truck was put off again. I called [redacted] corporate to let them know about what was going on. The office contacted the dealer the next day they wanted it in there to look at it. Turns out they had to pull my engine all apart to fix the problem not once but twice. The oil pump gears were grinding against the inside case or the motor creating metal shavings. Then after my engine was back together it started to leak antifreeze out of the front of the motor I wasn't happy now I'm sure I'm going to have a motor that's going to have problems down the road. I called [redacted] to tell them what was going on I was told they would talk to the General Manager. They were told he was out of town the same day my truck went into service.

The next man in line [redacted] was suppose to contact corporate but never did. The GM [redacted] got in touch with [redacted] and said everything would get fixed. At this time my truck was being seen for the 2nd time and the first actual service as far as work goes. I tried to get in touch with the GM as with other people in the staff to possibly talk about getting a replacement vehicle that didn't have all these issues. I spoke with the sales manager he said he couldn't talk to me at first. Then called me back right away after he heard I had emailed the GM and proceeded to chew me out on the phone.

I didn't take that kind of verbal abuse acceptable to a customer that bought a 33k truck. I called the corporate office and opened a case against the dealer. From there things got worst with the employees attitudes towards me. I talked to the customer relations manger about what was going on with my truck and at the time they didn't know I was told that they have to replace my oil pump later that day. That didn't sound good it's the heart of the motor. I was asked what I wanted and all I asked was what I paid for. I bought a new truck and that's what I expected. I was instructed to talk to the service manager. I talked with the service manager about my truck and I got a lot of avoidance and unanswered questions. I have spoken with him several times about the work being preformed on my truck and told metal shavings in the oil of the engine and the antifreeze leak that had to of gotten into the oil of the motor. He explained it was fine. I asked if I could be present for when my truck was completed to hear it on start up and I was denied to being able to come to the dealership and to see my truck with no explanation except I'm not going to go there. Later that day I found out the motor needed to be pulled apart the 2nd time because of the leak on the antifreeze coming out of the front of the engine block. At this point I was very unhappy I was asked again what I wanted but this time from the service manager I said I'd like a replacement truck and he stated it would never happen with them.

I would have to lemon the truck out before anything would be fixed. Which this would have to be done through [redacted] Corporate office not them. He stated they've had problems like this before and customers have asked the same thing and they were denied like me. The service manger couldn't tell me what all had to be done with my truck. What had to be pulled apart when he could pull it up on his computer program that would tell him hrs expected and what has to be done like the All Data that the state uses along with most shops use. He said it would be best that I shouldn't know what was done and he wouldn't tell me. This was May 6 and my truck is still in the shop. The same day I had confirmed with [redacted] that the GM was in office at the dealership an he knew I was coming to meet with him. He had sent me an email he wanted to meet. He kept telling [redacted] he would fix things.

I got to McGeorge and was told the GM had left for the day when in fact he was in the office he was never out on a business trip, vacation, or had left for the day. I heard so many different stories that I know he had to tell his employees to tell me to avoid of fixing thing as he told [redacted]. I was approached by the sales manager the same one that called me up on the phone and chewed me out. He went off on me, was rude, rolled his eyes, and continued to lie to me about where the GM actually was. Then he got angry accused me of being smart then proceeded to instigate a fight saying I was to close to him when he popped his mouth off to me saying I'm being smart mouth and I'm trying to charge up on him. When all I did was turn to face him and say I'm not being smart. I was very polite as I had always been. I know this is so much to write and also to read. I have the whole conversation recorded on video and audio. When the GM found out he finally wanted to meet me. He was in fact there and was never out of town as I was told given the run around lied to numerous times. He wanted to set a meeting with his management and get everyone in the room with me. I knew what he had planned I was in a room cornered with him and another employee and he was taking all his anger out on me telling me he and his employees have taken this personally and made things hard for me and haven't been wanting to do anything to help me because I called [redacted] on they're behavior that just worst to border line abusive. So the only reason an intention was not to make things right fir the customer he just wanted to jump all over me threaten me and say I'm not allowed back to the dealership and the corporate office was fed up with me and that they never want to hear from me. So he was speaking on behalf of [redacted] which was in fact very untrue. It was a tactic to get me to stop reporting and documenting everything they were doing unethical and inappropriate to me. He justifies his management being nasty and rude because I opened a case up at [redacted] on them. They refuse to replace my truck that has all these problems I have escalated my case to the highest level now at [redacted] Corporate they're doing they're best to get things resolve. The dealership does not care about anything but to sell vehicles and cut corners on repairs that could result in serious harm or even death to the operator when the dealership did not want to deal with my truck issues only the corporate office has gotten them to budge. I'm very upset over this whole situation and no one ever should have to deal with anything like this especially spending so much money for a brand new vehicle that has some many issues.Desired Settlement: A replacement truck, written apology, or buy it back.

Business

Response:

[redacted], Revdex.com case# [redacted]

This customer was understandably disappointed that we had to make repairs to his [redacted]. He requested a new replacement vehicle in lieu of repairing the vehicle. The [redacted] factory warranty does not provide a replacement vehicle. We made the repairs in accordance with the [redacted] warranty and returned the vehicle to the customer.

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

This is [redacted], the was no offer made by McGeorge [redacted] to make the situation better. They point the finger at the manufacture when they're the ones that represent [redacted] and sell they're vehicles. I have been subject to verbal abuse, threats, and noncompliance from this dealerships employees. I tired to have my brand new truck looked at for all the issues it had when I received it. McGeorge refused, lied to me, tried to cover themselves, and it could have resulted in injury if the problem was not fixed. I had to contact [redacted] Corporate office to get them to do anything. In doing so it angered the management at McGeorge [redacted] and they told me that they intetionally made things hard on me to get my truck serviced and were rude on purpose. I had my truck serviced there after the oil pump started to fail on my engine. My motor was torn apart twice, electrical tampered with, and a lot of other things. I had stains on my seats and scratches on the exterior and interior of my brand new truck. They had to do some repainting of this vehicle and they were suppose to replace interior door panel but failed to do so. I feel as I was sold a pieced together truck and that they could care less about what happens to your vehicle after they sell it or the condition you receive it in. When I got my truck back from the dealer after the motor got pulled apart twice there were fluids everywhere motor was left very nasty and they did such a rich job it leaked and thats why they had to pull it apart again. Im really concerend about the new vehicle I had bought and question the dependablity of it but also how much its been devalued by all these things. I am very displeased with the little to no effort in the response that was given to me from McGeorge or anything to remidy the problem especially giving the fact that this went to the Revdex.com. It just shows that they don't care about much of anything. I have still not gotten my truck fixed all the way yet. All the management asked me what I wanted all I asked for was for a new vehicle as I paid for and expected without issues. They don't believe this is fair at all. I don't see how its unfair everyone should get what they pay for especially as much as I paid for this truck and its pieced together and has been repainted in places, stained, fluids all over the motor and its been devalued greatly it is just awful and no one buying a brand new vehicle should ever have to be subjected to this kind of abuse or retaliation from a company that only cares about itself.

Regards,

Review: I have taken my car to the dealership twice for service on the same issue, it was not addressed. I was told on the phone on May 22nd, that the speaker that has intermittent problems would be checked and replaced. After one day of having my car, the door was not popped nor was the speaker replaced. This is in violation of warranty.

Business

Response:

We apologize that our customer feels that we have denied or are "in violation" of her warranty. We have not been able to duplicate the customer's concerns with her stereo speaker. On her last visit to our Service Department, our Technician, Shop Foreman, Customer Relations Manager, and Service Manager listened to her stereo in an attempt to hear her concern. None of our staff heard a defect in any of the vehicle's speakers.We are happy to repair any defect that is a result of the manufacturer's parts or workmanship. We have invited the customer to demonstrate the concern for us. The customer's ability to demonstrate the concern is greatly appreciated. If the customer can come to the dealership Monday through Friday, we will have a Shop Foreman or Service Manager verify the concern with the customer present.[redacted]