Dwain Taylor Chevrolet-Buick-GMC

I spoke with Mr [redacted] several times attempting to resolve this issue according to the guidelines He was entitled to a full refund of his $service contract, but because it was financed, the $refund should have gone to the lien holder, who loaned the money to buy the plan, which was supposed to be a credit to his loan He was not happy with that process and wanted us to make an exception for him I tried to convince him that this was not according to the rules of the contract he signed and agreed to When I could not get him to accept this process, I refunded the money directly to him, even though this puts our company at risk of getting charged back this amount from the bank I regret that he has not updated you on this matter being resolved Below is a copy of the check and the date that it was resolved Thanks, [redacted] Dwain Taylor Chevrolet Hwy South Murray KY [redacted]

She bought the vehicle on 6/6/and with miles on itShe signed a document when she bought the vehicle that she knew she was buying it as is and generally if we do give a gaurantee on a vehicle of that age and miles it is days or miles which ever comes first and is only on the powertrain, engine transmission and drive trainThere have been repair orders written and I will email them to you separatelyThe first was on 07/15/where we addressed several of her issues and spent $repairing items that basically had nothing to do with the powertrain engine transmission or drive axle-that is ro#which I will be emailing you separatelyThe next ro#occurred on 10/17/which were a couple repeat repairs but different parts repaired to remedy customers concerns from first ro, however due to the age(years old at time) and the miles as you would know and think other items can fail because of age and use and miles this ro had a total of $of which we asked the customer to contribute towards these as they were still not powertrain associated, we once again paid $and customer paid $499.51, also at the time they were short on funds so we set them up an account to help them not come up with all the money at time and pay as they couldThe last ro#is regarding the shifting of their vehicle this is months later after original purchase and not related to the first ro’s and as mentioned previously due to age and miles other things can happen to a vehicleThe customer did purchase Zurich vehicle powertrain service contract which should cover the transmission as it doesn’t expire until 6/6/or reaches miles and because she has brought it back to selling dealer her$deductible will be waivedAlso while we are working on this repair we have put her in a Chevrolet trax that is new an only had miles on it at no charge to herWe are regretful that the customer is having issues with the vehicle but feel we have been working with them to solve their issues and have went over and above to help satisfy them based on the age an miles of the vehicleBill Blackburn Service manager Dwain taylor Chevrolet 270-753-

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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Revdex.com: 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 [While I agree that the business set up a payment plan for me concerning the repair fees, I do not feel that this matter is resolvedI purchased a third row seated SUV because of the size of my familyYes they gave me a vehicle to drive at no cost to me and the vehicle only had miles on it, however my family does not fit in the vehicleI did not mention this because I did not think it was relevant considering it is a courtesy vehicleI cannot take my entire family where they need to be at one time because we do not all fitThat being said, my complaint was not with the courtesy vehicle provided or the fact that they are assisting with a payment planMy complaint is about the fact that I feel I was sold an unsafe vehicleI was told by an employee that the vehicle was not safe and I should not have been driving it the first month I purchased itI do not feel that the issues are being resolved as far as the repairs are concernedI had a mechanic look at the vehicle after the vehicle was repaired the second time and he stated that the vehicles issues that I just had for the heat and noise were not repairedThe fact that within the day warranty I mentioned there was a noise under my hood, they stated they fixed everythingI had to inquire from the mechanic himself why there was still a noise the second time I had it repaired and he stated that the catalitic converter was brokenI would not have been informed of that if I had not askedPurchasing a vehicle whether it is new or used is a big purchase and I now feel a sense of mistrust between me and the dealershipI do not feel that I should have to keep a vehicle that was not safe to drive, not inspected, and still not repairedI am not asking for anything except a buy backI do not want more than what I purchased the vehicle for and the money that it is costing me to repair it] Regards, [redacted]

Hi this is *** *** at dwain taylor Chevrolet in murray kyHave received your 2nd letter today and am reaching out to let you know that we will be reaching out to *** *** to see about trading her out of the vehicle she purchased and get her into something That she will consider better an more reliable, we are willing to work hard to get her into another vehicle And solve her problems *** *** Dwain taylor Chevrolet Murray Ky***

Response:
*** *** *** *** We sold a vehicle to *** *** on 8/20/As far as I knew, the transaction went smoothA few weeks later Mr*** phoned our dealership with questions about the transactionHe had questions about the vehicle service contract he had purchasedHe
asked for our service department and spoke with ***According to ***, she had an unpleasant experience with Mr***A few days later, he sent some flowers to our service department, stating that he felt bad about his conduct on the phoneHe has also spoken with our service manager, *** *** about the Vehicle service contract*** instructed him to come in and sign the necessary paperwork and we would happily cancel his service contractHe also purchased GAP (guaranteed auto protection)I noticed in his complaint that he also was unhappy with the GAP purchaseThe procedure is the same, if he wants to cancel, he needs to come in and sign the necessary paperworkWe cannot cancel on a verbal request for obvious reasonsIf he had a need for this policy in the future and didn’t have the coverage, all we would have on record would be a verbal memoryThat would not be good businessBoth these products were fully disclosed to Mr*** and he signed the “additional protections” section of his bank contract which fully disclosed these products at the time of purchaseMr*** has phoned our dealership on several occasions and the report from each employee has always been very similar; He has been very unpleasant at the time and then later phones us back and apologizesOur goal is 100% customer satisfaction and our record with the Revdex.com reflects this desireWe have had the same owner for years, *** ***We regret that Mr*** is unhappy about his experience with us and even now we wish to treat him with respect and courtesy which is what all our customers deserveWe will mail a copy of this response to Mr*** as a reminder that we stand willing to do whatever we can to make him a satisfied customerSincerely, *** ***
*** *** *** *** **%

Customer called & said company resolved the complaint with her

I spoke with Mr. [redacted] several times attempting to resolve this issue according to the normal guidelines.  He was entitled to a full refund of his $2900 service contract, but because it was financed, the $2900 refund should have gone to the lien holder, who loaned the money to buy the plan,...

which was supposed to be a credit to his loan.
He was not happy with that process and wanted us to make an exception for him.  I tried to convince him that this was not according to the rules of the contract he signed and agreed to. 
When I could not get him to accept this process, I refunded the money directly to him, even though this puts our company at risk of getting charged back this amount from the bank. 
I regret that he has not updated you on this matter being resolved.
Below is a copy of the check and the date that it was resolved.
Thanks,
[redacted]
Dwain Taylor Chevrolet
Hwy 641 South
Murray KY  42071
[redacted]

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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted] We received complaint via USPS mail on 10/05/2015. We reached out to the customer to confirm we received the complaint and to schedule an appointment to get her car back in for service.  The customer has an appointment at 8:30 AM on 10/13/2015.  We offered...

to provide her with one of our service loaner cars to drive until her appointment next week, but she declined due to the type of car we could provide her with.  We agreed that if we got a loaner car more suitable to her needs back before her appointment, we would call her and make arrangements then.  If her vehicle happens to  down before her appointment, we will provide her with a vehicle. Our service manager is on vacation this week, but will be back next for the customer’s appointment on 10/13/15.  We will re-assess the situation after the customer’s next appointment.  [redacted]Dwain Taylor ChevroletController1307 S 12th St. PO Box 148Murray, KY 42071

Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and their action was satisfactory to me. The business has performed as promised and this complaint is resolved. The manager expedited the process and I am very pleased with the manner he conducted the resolution and returned all correspondence in a timely manner. 
In closing, I WOULD DEFINITELY PURCHASE FROM TOYOTA OF MURRAY AGAIN BASED UPON THE MANAGER'S PERFORMANCE! 
Sincerely,
[redacted]

She bought the vehicle on 6/6/16 and with 108357 miles on it. She signed a document when she bought the vehicle that she knew she was buying it as is and generally if we do give a gaurantee on a vehicle of that age and miles it is 30 days or 1000 miles which ever comes first and is only on the...

powertrain, engine transmission and drive train. There have been 3 repair orders written and I will email them to you separately. The first was on 07/15/16 where we addressed several of her issues and spent $2307.04 repairing items that basically had nothing to do with the powertrain engine transmission or drive axle-that is ro#60481 which I will be emailing you separately. The next ro#61994 occurred on 10/17/16 which were a couple repeat repairs but different parts repaired to remedy customers concerns from first ro, however due to the age(10 years old at time) and the miles as you would know and think other items can fail because of age and use and miles this ro had a total of $846.43 of which we asked the customer to contribute towards these as they were still not powertrain associated, we once again paid $346.92 and customer paid $499.51, also at the time they were short on funds so we set them up an account to help them not come up with all the money at 1 time and pay as they could. The last ro#63286 is regarding the shifting of their vehicle this is 6 months later after original purchase and not related to the first 2 ro’s and as mentioned previously due to age and miles other things can happen to a vehicle. The customer did purchase Zurich vehicle powertrain service contract which should cover the transmission as it doesn’t expire until 6/6/2018 or reaches 132357 miles and because she has brought it back to selling dealer her$100.00 deductible will be waived. Also while we are working on this repair we have put her in a 2016 Chevrolet trax that is new an only had 10 miles on it at no charge to her. We are regretful that the customer is having issues with the vehicle but feel we have been working with them to solve their issues and have went over and above to help satisfy them based on the age an miles of the vehicle. Bill Blackburn Service manager Dwain taylor Chevrolet 270-753-2617

Revdex.com:
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.
[While I agree that the business set up a payment plan for me concerning the repair fees, I do not feel that this matter is resolved. I purchased a third row seated SUV because of the size of my family. Yes they gave me a vehicle to drive at no cost to me and the vehicle only had 10 miles on it, however my family does not fit in the vehicle. I did not mention this because I did not think it was relevant considering it is a courtesy vehicle. I cannot take my entire family where they need to be at one time because we do not all fit. That being said, my complaint was not with the courtesy vehicle provided or the fact that they are assisting with a payment plan. My complaint is about the fact that I feel I was sold an unsafe vehicle. I was told by an employee that the vehicle was not safe and I should not have been driving it the first month I purchased it. I do not feel that the issues are being resolved as far as the repairs are concerned. I had a mechanic look at the vehicle after the vehicle was repaired the second time and he stated that the vehicles issues that I just had for the heat and noise were not repaired. The fact that within the 30 day warranty I mentioned there was a noise under my hood, they stated they fixed everything. I had to inquire from the mechanic himself why there was still a noise the second time I had it repaired and he stated that the catalitic converter was broken. I would not have been informed of that if I had not asked. Purchasing a vehicle whether it is new or used is a big purchase and I now feel a sense of mistrust between me and the dealership. I do not feel that I should have to keep a vehicle that was not safe to drive, not inspected, and still not repaired. I am not asking for anything except a buy back. I do not want more than what I purchased the vehicle for and the money that it is costing me to repair it. ]
Regards,
[redacted]