Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ The customer wanted us to replace alot of things on the vehicle, the vehicle was being sold as an "AS IS" vehicle and we were willing do help out with some things but the customer wanted alot moreThe Sales Manager [redacted] advised the customer that we were unable to do everything she wanted and told her that we could part as friends and he would back her out of the dealThe customer agreedThe customer went and got her own financing and we gave her back her deposit in fullDoug Chevrolet and the customer never consummated the deal and the vehicle was never titled to the customer, therefore it is Doug Chevrolet's stand that the customer should not of had to pay any interest on a vehicle that she never owned
Initial Business Response /* (1000, 5, 2016/05/27) */
The customer purchased this vehicle via phone since he was an out of state customer. We informed him that we would draw up the paperwork and ups them to him for all the necessary signatures. When we drew up the paper work by LAW we are not...
allowed to date it ahead. The paperwork was drawn up on 4/12/2016 and ups to him. At that point the vehicle is sold and the "in Service" warranty date begins. I'm sorry that the customer does not understand that Doug Chevrolet cannot break the law. The customer had to have the paperwork back to us by 4/18/2016 to receive his 15% cash back rebate. I think the customer is thinking because of this his in service date should be 4/18/2016. Again, the law is the in service date begins on the date of the contract is drawn up. We have explained this to the customer along with GM customer service but he is refusing to accept this. There is nothing that we can do to change the date.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting proof from Doug Chevrolet that the "LAW" required them to put a fraudulent, incorrect "in service date" on the contract. It strikes me as rather odd that the government would force them by "LAW" to put an "in service date" on the contract that does not actual match when the vehicle was actually put into service. If this is accurate and it is really the "LAW" that they must put this date on the contract, then the terminology needs to be changed from the "in service date" to the "contract drawn up date", because, as I have insisted all along, the vehicle clearly was not "in service" on 4/12/16; unless somehow I magically had the vehicle "in service" while it was sitting on their [redacted] showroom floor.
Final Business Response /* (4000, 9, 2016/06/13) */
Apparently there has been some confusion. The government has nothing to do with this. Perhaps I should of used a better term than "law". It is GM's rule that the car is reported sold to them according to the date of the contract. Once the contract is drawn up the vehicle then becomes eligible for "in service" date. And since the contract was drawn up on 4/12/2016 when the customer purchased the vehicle that is when the "in service" date begins. Doug Chevrolet employees have been cursed out by this customer and I feel there is no need for his abusive language. Again there is NOTHING we can do to change this date!
Initial Business Response /* (1000, 5, 2015/05/27) */
The customer wanted us to replace alot of things on the vehicle, the vehicle was being sold as an "AS IS" vehicle and we were willing do help out with some things but the customer wanted alot more. The Sales Manager [redacted] advised the...
customer that we were unable to do everything she wanted and told her that we could part as friends and he would back her out of the deal. The customer agreed. The customer went and got her own financing and we gave her back her deposit in full. Doug Chevrolet and the customer never consummated the deal and the vehicle was never titled to the customer, therefore it is Doug Chevrolet's stand that the customer should not of had to pay any interest on a vehicle that she never owned.
Initial Business Response /* (1000, 5, 2015/04/22) */
Wednesday, April 22, 2015
Re: Mr. [redacted], case # [redacted]
Dear MR. [redacted]:
In reply to your letter to Ms. [redacted]
After reviewing the Case [redacted] I feel Doug Chevrolet should not be held responsible as a result...
of the repair warranty has expired by time. On 25JUN2013 The customer signed a repair order acknowledging the warranty described. LIMITED WARRANTY- LABOR AND PARTS 12 MONTHS 12,000 MILES - WHICHEVER OCCURS FIRST. The repair would be good through 25JUN2014 or 73,430 miles which ever occurred first.
Sincerely,
[redacted]
Service Director
[redacted]@dougchevrolet.com
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the warranty issue if there were parts that were repaired. I guess I was just hoping that Doug chevrolet and the [redacted] auto group had some better customer service and took care of a problem that has been present since the day the vehicle was bought. If they chose not to fix the problem then I can do nothing but let everyone I know about the faulty customer service given by this dealership and the whole group. I was not asking for anything that required parts such as exhaust or brakes or even anything mechnical. I will follow up with Chevrolet and let them know how their dealer network takes care of their faithful GM owners and that they have a very unhappy customer maybe they can help me get this settled
Final Business Response /* (4000, 12, 2015/05/14) */
Doug Chevrolet did step up to the plate and take care of the water leak concern for customer's vehicle on 6/27/13. Customer contacted Dealership 21 months later on 3/31/15 with another water leak complaint. Customer states in Revdex.com complaint that the leak was never corrected in June 2013 and has leaked ever since. Customer did not contact Doug Chevrolet till 21 months later to state that it was not corrected. Doug Chevrolet doesn't understand why the customer waited 21 months to state that it was not corrected. Doug Chevrolet still stands behind it's original response dated 4/22/2015.
Revdex.com 222 West Market StreetAkron, Ohio 44303 RE: Complaint ID# [redacted] Customer: [redacted] 3/23/2017 Dear Mr. [redacted], We had Mr. [redacted] bring his Toyota Camry in for our independent Body Shop to look at. This shop is also a Nagy's body shop. After looking the vehicle over...
they suggested to the customer that they needed to take the vehicle to a Toyota shop for in their opinion they feel that this damage is a factory defect. So as of right now we are waiting on customer to contact us back with the results of his visit to the Toyota shop. [redacted] Customer Relations Manager [redacted] Chevrolet [redacted]
Initial Business Response /* (1000, 13, 2016/02/08) */
When customer took delivery of this vehicle on December 23, 2015 he mentioned 2 scratches and a glob of paint. He asked if we could take care of the scratches and try to make the glob look any better. We took the vehicle back to the detail...
department and took care of the scratches and buffed the glob on the vehicle. When we returned the vehicle back up front to customer he said he was happy that the scratches were gone and that the glob looked much better and he could live with it. We feel that any physical conditions that the customer had concerns with was taken care of. Nothing was ever mentioned about scratches in the windshield. A few days later the customer contacted the salesperson and stated he found more scratches on the vehicle and wanted them taken care of. There were a few issues with scheduling him in with the holiday season and people being out ill. We finally had the customer take his vehicle to our vendor who takes care of our scratches and he went over the vehicle with him and showed him all of his concerns. When our vendor finished the vehicle he stated that the customer was happy with the results. Customer purchased vehicle as preowned and therefore can't expect it to be like new condition. As for the scratches in the windshield we offered to try and buff them out and customer is not comfortable with that. He feels that the scratches are a safety issue and wants the windshield replaced. The only way this would be a safety issue is if the windshield was broken which is not the case. As for the gas card promotion, we apologize that we were out of cards and had to give him a check for $100.00 instead. Doug Chevrolet feels we have taken care of this customer's concerns of scratches on two different occasions and customer left satisfied on both occasions. If customer was not satisfied he would of never taken delivery of the vehicle.
Thank You
Tracy B[redacted]
Customer Experience Manager
Doug Chevrolet
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
What you fail to realize is that my old vehicle was left on the lot of Doug Chevrolet on the 23rd of December and I did call twice that day about items you are not responding to, stating I called back a couple of days later, because I needed someone to drive it back to my house and had to leave it on the Doug Chevrolet lot for the night.
I called the salesman, Jeff Sikora, the next morning on the 24th, not a couple of days later,and while my friend was listening to the conversation Mr. Sikora ASSURED along side me, I was ASSURED that the paind globs covered up with clearcoat, scratches and chips would be taken care of. The only way to handle chips is to PAINT THE VEHICLE. Without this ASSURANCE, I would have simply brought the car back on the 24th and returned it as I had my old vehicle on your premises.
If you would have asked Toy, from Ultra Gloss, about my being tired he would have told you I spilled my coffee cup twice over his desk blotter. They did a nice job of touch up paint versus the globs of paint, but nothing was done with the chips of paint out of the vehicles roof and scratches that are permanent, which solves nothing as it will have to continue to be touched up over and over again, and those are the words of his personnel.
I'm left dumbfounded by your reply in general. I would have thought a lot more of my salesperson if he didn't ASSURE me these items would be taken care of and actually took care of them, but he didn't.
If you actually feel like responding to all the items I mentioned in my original complaint along with this information, please do so. Otherwise you're wasting my time and yours with the outrageous implication that this is all my fault type of response you have given just to keep a good rating with the Revdex.com oF Akron, Ohio.
Final Business Response /* (4000, 18, 2016/03/07) */
Doug Chevrolet still stands firm on it's initial response. We have tried to help this customer out and we just can't make him happy. We have addressed all of his concerns and once we do he pops up with more concerns. He has also filed a complaint with AUTOCAP and now is stating that he is having problems with his windshield wipers and he now he feels that he was mislead and his vehicle did not have an oil change. I have sent over the proper paper work to show proof of the oil change. It seems that no matter what we do he is not satisfied. We feel that we have done everything to try and make this customer satisfied but have failed. We wish this customer good luck.
Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ The customer wanted us to replace alot of things on the vehicle, the vehicle was being sold as an "AS IS" vehicle and we were willing do help out with some things but the customer wanted alot moreThe Sales Manager [redacted] advised the customer that we were unable to do everything she wanted and told her that we could part as friends and he would back her out of the dealThe customer agreedThe customer went and got her own financing and we gave her back her deposit in fullDoug Chevrolet and the customer never consummated the deal and the vehicle was never titled to the customer, therefore it is Doug Chevrolet's stand that the customer should not of had to pay any interest on a vehicle that she never owned
Initial Business Response /* (1000, 5, 2016/05/27) */
The customer purchased this vehicle via phone since he was an out of state customer. We informed him that we would draw up the paperwork and ups them to him for all the necessary signatures. When we drew up the paper work by LAW we are not...
allowed to date it ahead. The paperwork was drawn up on 4/12/2016 and ups to him. At that point the vehicle is sold and the "in Service" warranty date begins. I'm sorry that the customer does not understand that Doug Chevrolet cannot break the law. The customer had to have the paperwork back to us by 4/18/2016 to receive his 15% cash back rebate. I think the customer is thinking because of this his in service date should be 4/18/2016. Again, the law is the in service date begins on the date of the contract is drawn up. We have explained this to the customer along with GM customer service but he is refusing to accept this. There is nothing that we can do to change the date.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting proof from Doug Chevrolet that the "LAW" required them to put a fraudulent, incorrect "in service date" on the contract. It strikes me as rather odd that the government would force them by "LAW" to put an "in service date" on the contract that does not actual match when the vehicle was actually put into service. If this is accurate and it is really the "LAW" that they must put this date on the contract, then the terminology needs to be changed from the "in service date" to the "contract drawn up date", because, as I have insisted all along, the vehicle clearly was not "in service" on 4/12/16; unless somehow I magically had the vehicle "in service" while it was sitting on their [redacted] showroom floor.
Final Business Response /* (4000, 9, 2016/06/13) */
Apparently there has been some confusion. The government has nothing to do with this. Perhaps I should of used a better term than "law". It is GM's rule that the car is reported sold to them according to the date of the contract. Once the contract is drawn up the vehicle then becomes eligible for "in service" date. And since the contract was drawn up on 4/12/2016 when the customer purchased the vehicle that is when the "in service" date begins. Doug Chevrolet employees have been cursed out by this customer and I feel there is no need for his abusive language. Again there is NOTHING we can do to change this date!
Initial Business Response /* (1000, 5, 2015/05/27) */
The customer wanted us to replace alot of things on the vehicle, the vehicle was being sold as an "AS IS" vehicle and we were willing do help out with some things but the customer wanted alot more. The Sales Manager [redacted] advised the...
customer that we were unable to do everything she wanted and told her that we could part as friends and he would back her out of the deal. The customer agreed. The customer went and got her own financing and we gave her back her deposit in full. Doug Chevrolet and the customer never consummated the deal and the vehicle was never titled to the customer, therefore it is Doug Chevrolet's stand that the customer should not of had to pay any interest on a vehicle that she never owned.
Initial Business Response /* (1000, 5, 2015/04/22) */
Wednesday, April 22, 2015
Re: Mr. [redacted], case # [redacted]
Dear MR. [redacted]:
In reply to your letter to Ms. [redacted]
After reviewing the Case [redacted] I feel Doug Chevrolet should not be held responsible as a result...
of the repair warranty has expired by time. On 25JUN2013 The customer signed a repair order acknowledging the warranty described. LIMITED WARRANTY- LABOR AND PARTS 12 MONTHS 12,000 MILES - WHICHEVER OCCURS FIRST. The repair would be good through 25JUN2014 or 73,430 miles which ever occurred first.
Sincerely,
[redacted]
Service Director
[redacted]@dougchevrolet.com
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the warranty issue if there were parts that were repaired. I guess I was just hoping that Doug chevrolet and the [redacted] auto group had some better customer service and took care of a problem that has been present since the day the vehicle was bought. If they chose not to fix the problem then I can do nothing but let everyone I know about the faulty customer service given by this dealership and the whole group. I was not asking for anything that required parts such as exhaust or brakes or even anything mechnical. I will follow up with Chevrolet and let them know how their dealer network takes care of their faithful GM owners and that they have a very unhappy customer maybe they can help me get this settled
Final Business Response /* (4000, 12, 2015/05/14) */
Doug Chevrolet did step up to the plate and take care of the water leak concern for customer's vehicle on 6/27/13. Customer contacted Dealership 21 months later on 3/31/15 with another water leak complaint. Customer states in Revdex.com complaint that the leak was never corrected in June 2013 and has leaked ever since. Customer did not contact Doug Chevrolet till 21 months later to state that it was not corrected. Doug Chevrolet doesn't understand why the customer waited 21 months to state that it was not corrected. Doug Chevrolet still stands behind it's original response dated 4/22/2015.
Revdex.com 222 West Market StreetAkron, Ohio 44303 RE: Complaint ID# [redacted] Customer: [redacted] 3/23/2017 Dear Mr. [redacted], We had Mr. [redacted] bring his Toyota Camry in for our independent Body Shop to look at. This shop is also a Nagy's body shop. After looking the vehicle over...
they suggested to the customer that they needed to take the vehicle to a Toyota shop for in their opinion they feel that this damage is a factory defect. So as of right now we are waiting on customer to contact us back with the results of his visit to the Toyota shop. [redacted] Customer Relations Manager [redacted] Chevrolet [redacted]
Business called to confirm that they have met with the consumer and agreed to do the requested work at their Nagy Collision Center.
Initial Business Response /* (1000, 13, 2016/02/08) */
When customer took delivery of this vehicle on December 23, 2015 he mentioned 2 scratches and a glob of paint. He asked if we could take care of the scratches and try to make the glob look any better. We took the vehicle back to the detail...
department and took care of the scratches and buffed the glob on the vehicle. When we returned the vehicle back up front to customer he said he was happy that the scratches were gone and that the glob looked much better and he could live with it. We feel that any physical conditions that the customer had concerns with was taken care of. Nothing was ever mentioned about scratches in the windshield. A few days later the customer contacted the salesperson and stated he found more scratches on the vehicle and wanted them taken care of. There were a few issues with scheduling him in with the holiday season and people being out ill. We finally had the customer take his vehicle to our vendor who takes care of our scratches and he went over the vehicle with him and showed him all of his concerns. When our vendor finished the vehicle he stated that the customer was happy with the results. Customer purchased vehicle as preowned and therefore can't expect it to be like new condition. As for the scratches in the windshield we offered to try and buff them out and customer is not comfortable with that. He feels that the scratches are a safety issue and wants the windshield replaced. The only way this would be a safety issue is if the windshield was broken which is not the case. As for the gas card promotion, we apologize that we were out of cards and had to give him a check for $100.00 instead. Doug Chevrolet feels we have taken care of this customer's concerns of scratches on two different occasions and customer left satisfied on both occasions. If customer was not satisfied he would of never taken delivery of the vehicle.
Thank You
Tracy B[redacted]
Customer Experience Manager
Doug Chevrolet
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
What you fail to realize is that my old vehicle was left on the lot of Doug Chevrolet on the 23rd of December and I did call twice that day about items you are not responding to, stating I called back a couple of days later, because I needed someone to drive it back to my house and had to leave it on the Doug Chevrolet lot for the night.
I called the salesman, Jeff Sikora, the next morning on the 24th, not a couple of days later,and while my friend was listening to the conversation Mr. Sikora ASSURED along side me, I was ASSURED that the paind globs covered up with clearcoat, scratches and chips would be taken care of. The only way to handle chips is to PAINT THE VEHICLE. Without this ASSURANCE, I would have simply brought the car back on the 24th and returned it as I had my old vehicle on your premises.
If you would have asked Toy, from Ultra Gloss, about my being tired he would have told you I spilled my coffee cup twice over his desk blotter. They did a nice job of touch up paint versus the globs of paint, but nothing was done with the chips of paint out of the vehicles roof and scratches that are permanent, which solves nothing as it will have to continue to be touched up over and over again, and those are the words of his personnel.
I'm left dumbfounded by your reply in general. I would have thought a lot more of my salesperson if he didn't ASSURE me these items would be taken care of and actually took care of them, but he didn't.
If you actually feel like responding to all the items I mentioned in my original complaint along with this information, please do so. Otherwise you're wasting my time and yours with the outrageous implication that this is all my fault type of response you have given just to keep a good rating with the Revdex.com oF Akron, Ohio.
Final Business Response /* (4000, 18, 2016/03/07) */
Doug Chevrolet still stands firm on it's initial response. We have tried to help this customer out and we just can't make him happy. We have addressed all of his concerns and once we do he pops up with more concerns. He has also filed a complaint with AUTOCAP and now is stating that he is having problems with his windshield wipers and he now he feels that he was mislead and his vehicle did not have an oil change. I have sent over the proper paper work to show proof of the oil change. It seems that no matter what we do he is not satisfied. We feel that we have done everything to try and make this customer satisfied but have failed. We wish this customer good luck.