Economy Buying Group, Inc.

Initial Business Response /* (1000, 5, 2015/03/23) */
Dear***
We am familiar with the issues MrMorales brings up in his complaint to your officeAlbeit to say that a while back, and due to events and issues that are known between us and MrMorales,
dealership management made the business decision to refuse future service to MrMorales and his girlfriendFor any business that opens its doors to the public, this is the type of decision that should never be made lightly or in haste and such was the case in this instance
As the owner of a Chevrolet vehicle, any warranty claims by MrMorales may be made at any of the other area Chevrolet dealerships
It is the prerogative of any business to, for good cause, refuse serviceWe have elected to exercise that rightTo that end, and to the extent that MrMorales, by the points he raises in his complaint to your office, clearly has issue with our dealership, it would seem only natural that he would elect to go elsewhere for future assistance with his vehicle

Initial Business Response /* (1000, 5, 2016/01/19) */
Mr*** purchased the vehicle from us in early December and complained that the vehicle was not cleaned to his satisfactionWe offered to have the vehicle re-detailed but he went into a lengthy explanation as to how particular he was and
informed us that he personally cleaned the vehicle from top to bottom to make sure that it was done correctlyHe jokingly made comment that he even detailed the roofWe gave Mr*** a free set of mud flaps at his suggestion as compensation for the bad detail jobFast forward several weeks and Mr*** calls to complain of hail damage on his roofThis is after he had already informed us of how he himself meticulously detailed the vehicle himselfWe contacted the dealership we had received the vehicle from and they told us they had no instance of hail at their facility nor any records of having performed any body work to the vehicle at allWe let Mr*** no this and offered to have the dings popped outHe did not want to drive back to Springfield for this repair so we offered to reimburse him reasonable paintless dent repair expenses to have it done locallyMr*** refused this offer and demanded the vehicle be repurchased from him and a different vehicle put into its placeWe explained that the vehicle is now a used vehicle and cannot therefore be resold as new obviously decreasing the valuewe also explained that it was more than probable that the damage occurred after his purchase based on the conversation where he told us the great extent he had gone to detail the vehicle personally and with great careThe very reason we had given him free mud flaps because of the effort he told us he had put inIn short, Mr*** purchased a vehicle from us that we had brought in from a different dealership in order to meet his stringent requirementsMr*** took delivery of the vehicle and spoke of the detail he had to perform in order to be compensated for his timeNow, weeks later, Mr*** is being unreasonable as to his request considering that it is our belief that the damage took place during his ownership and we were still willing to pay for the dings he found to be repairedWe ask that the Revdex.com close this complaint
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The english language has a wonderful word-obfuscationThe response from Reliable Chevrolet amplifies that definition beyond words
Reliable never in their response addresses the fact that *** Chevrolet had the car on their lot for months when there was a known hail storm in late March 2015-at which time *** had some vehicles repaired for hail damageReliable also does not state on 1/1/I brought the car to their business so they could see the hail damage-which they did and confirmed sameGranted Reliable and I did not notice the damage upon deliveis most difficult to see in direct sunlightBut nonetheless the damage was there and notwithstanding all comments in Reliable's diatribe, I did not buy a hail damaged car-that was not the arrangementThat is also why repair is not an option
By specifics: sure I cleaned the car when I got home (miles from the Reliable facility), as it was not clean (mud under the floor mats was one of my specific commentsTo bring the car back-first that was not offered, and again, Reliable is miles distant from my homeI wanted to buy the mud flaps-they were $That was my expectationOn my arrival on 1/1/they were offered frexplanation, just here they areMy "requirements" were not stringent-what I purchased was a standard product Cruze offered by GM-nothing stringent at allI did mention to Reliable about cleaning the car extensively inside-owing to the mudI later waxed the outside at which point in time, under fluorescent lights the hail dents were notedI subsequently took the car to two experts for their assessment-hail damage was the comment by allCheck NOAA-there was no hail in OK during the first half of December-fact is the car was only exposed to light rain on 1/26/15, otherwise the car is garage keptThe damage did not occur after puchase and to accuse me of same is an affront
This complaint is by no means closedReliable continues to shirk their responsibility relative to *** providing them a damaged vehicleWhich I now have*** is the responsible dealership hereBut between *** and Reliable this needs to be arbitrated and the customer, me, satisfiedAgain, repair, quite naturally is not an option, and never wasI BOUGHT A NEW CAR!!!!!
Final Business Response /* (4000, 22, 2016/02/11) */
I am at a loss on where to go from here*** has closed the caseThe Customer then had the complaint escalated to the *** *** *** *** and after speaking with them they are also closing the case while agreeing with our offering the $for the estimated repairIn a recorded conversation the customer goes into great length detailing his rubbing a clay bar over EVERY INCH of the car two weeks prior to his "discovering" the hail damageHe has also admitted that a hail storm went through his neighborhood but stated that he "has witnesses that will testify that his car was in his garage"The fact that this statement was made at all casts a significant shadow of doubt as to if his car was inside his garagePutting all of that aside and assuming the client is 100% correct in his statements, there still is the problem of him taking delivery of the car and not pointing out any issues with damageAs particular as Mr*** is we would suggest that he never take delivery of any item without a thorough inspectionHad we even been notified within a week of his claim we could look at this differently, but the mere fact that we are not notified until AFTER a significant hail storm takes place at his home makes any point made by Mr*** moot
Final Consumer Response /* (4200, 24, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am awaiting the ** *** *** response
Pending that this claim/complaint should not be closed

Initial Business Response /* (1000, 5, 2014/12/30) */
Dear Ms***,
I am familiar with the complaint of the Bagbys and I have communicated with them in writingI submit, as our response, my communications with the Bagbys as they reflect the position of the
dealership
First Response to the Bagbys:
" Monday, December 15,
Mr& MrsGlenn Bagby
***
***
Dear Mr& MrsBagby,
Thank you for your letter regarding concerns over the work we performed on your daughter's SaturnAs with any auto repair facility, the Reliable Chevrolet Service Department has to answer to all that it charges its customers for parts and laborTo that end, we are responsible for ensuring our Service Department does not find itself perpetuating the nefarious stereotypes often associated with auto repair facilitiesIt is our policy to provide the highest quality of work backed by GM parts and labor warranties and charge a fair and reasonable sum for those parts and that laborThis policy obligates us to not gouge our customers for unnecessary repairs, or over-charge our customers for parts and labor providedTo that end, we make no assumptions about the ability of our customers to discern the work and charges they will approveYour daughter, ***, was not an exception to our policy
Our service department was presented a Saturn Vue with over 112,miles and a complaint of issues with braking and stoppingAn inspection revealed excessive rust in and around the front calipers along with below safe specifications for the front rotors and brake padsThe inspection also revealed damaged hoses connected between the brake lines and calipersThe front rotors were replaced, the front brake pads were replaced and the hoses between the front brake lines and calipers were replacedThough a sticking caliper seemed to be a possible issue based on MsBagby's descriptions regarding what she was experiencing with her braking, the technician could not duplicate the problem on initial inspection and so he cleared out the rust around the calipers, re-lubricated the caliper pistons and reassembled everything
As you mentioned in your letter, MsBagby returned noting that there was a violent shake and a burning smellInspection revealed that there was an intermittent problem with the left front caliper sticking in spite of the fact that the caliper pistons had been cleaned of rust and then lubricatedThis problem will arise if, over time and extended miles without service to the braking system, the calipers get hot enough to distort the piston such that it swells beyond specifications and begins to stick whenever it gets warm even though it may only reach the point of standard operating temperature
To the extent, during her first visit, we hoped lubricating the pistons would be enough for the braking system to function properly and therein possibly save your daughter some expense, and where we did not just immediately insist she purchase new calipers, we felt we were working with her as best we could to keep her expenses downIt became evident, however, that the left caliper was too far gone to function properly and required being replacedTo that end, at some point in the near future, your daughter will want to consider having the right caliper replaced along with the rear brake shoes
Reliable Chevrolet is located in a college town; home to major colleges and several smaller collegesWe rely heavily on the student-age population of our town for sales and service businessBeyond the fact of it being unethical, it simply does not make any business sense to take advantage of a key demographic for our livelihoodAs with all our customers, the Reliable Chevrolet Service Department dealt fairly and honestly with your daughter, ***, in its repairs to her Saturn Vue
Respectfully,
*** ***
Customer Services
Reliable Chevrolet, Inc."
I then followed up with the below e-mail
"Mr& MrsBagby,
I apologize, not only for not apologizing in my response to your original e-mail, but equally I do sincerely apologize for the delays and inconvenience your daughter experienced at our dealershipRespectfully, however, I remain committed to the facts regarding the condition of your daughter's Saturn Vue at the time it was brought to us for diagnosis, and our technicians' subsequent handling of its mechanical failures
Sincerely,
-***
*** ***
Customer Services
Reliable Chevrolet
(417) ***-*** / (800)***-***
***
***
Springfield, MO 65807"
The fact is, we did not "take advantage of" the Bagbys' daughter, ***We identified the problems with the Bagbys' Saturn Vue; we made an effort to see if a less costly effort to repair one of the brake calipers would be successful, but it was not; and, we performed all of the needed repairs with *** Bagby's consent
In light of the facts, it is evident we acted in good faith in our dealings with *** BagbyWe did not charge for anything that was not: needed to safely operate the Saturn Vue; and reasonably priced and competitive within the market for such repairsTherefore, we respectfully deny the Bagbys' request for a refund of charges justly and fairly earned by the dealership
-***
*** ***
Customer Services
Reliable Chevrolet
Initial Consumer Rebuttal /* (3000, 7, 2015/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please know that we or want any further response from themEvery communication from them has been based on complete fabrications and we would expect any further communications to be the sameWe have paperwork showing that the brakes, rotors, calipers and hoses were replaced on this vehicle in March 2014, when there were 98,miles on the vehicleThere is no possible way that the repairs they did were necessary for safetyThey took advantage of an year old woman, whose parents were miles away and we don't think anyone who expects to be treated fairly should take their vehicle to Reliable Chevrolet for repairsWe certainly will not be going there anymore
Final Business Response /* (4000, 9, 2015/01/06) */
Dear Ms***,
With all due respect to the Bagbys, their angst over our Service Department, and the necessary work we had to do, may be misdirected where the Bagbys report that another repair facility had previously performed a complete brake, and braking system, job only 14K miles earlierAt 14K miles, the Bagby's daughter should not have had the brake failure that brought her to our Service Department in the first place
And while, by their comments in their last rebuttal, they are not interested in our feedback, I nonetheless repeat my apologies for the inconvenience their daughter encountered; but, I am confident the work done by our Service Department was necessary for the safe operation of their daughter ***'s Saturn Vue and was fairly priced
Respectfully,
-***
*** ***
Customer Services
Reliable Chevrolet

Initial Business Response /* (1000, 5, 2016/05/11) */
Unfortunately for Mr*** Reliable Chevrolet records all phone calls and finance transactionsThis is unfortunate for Mr*** because his own recorded voice proves his complaint to be pure fictionCustomer called us on March at 2:
PM and gave us his credit application with his Missouri address he said he had lived at for yearsWe explained that he would have a minimum of two inquiries on his credit and he agreedWe pulled his credit and submitted to bank only (5th 3rd bank) and got him approvedCustomer came in on 3/for delivery and wanted to put $20,down on a credit cardWe explained that this is taking a loan out to secure another loan and illegalCommonly referred to as credit fraudCustomer then stormed outCustomer called back on 3/to complain that we wouldn't take his credit cardHe then agreed to put the $20,in the form of a check and we agreed to bring the vehicle to him in ST***He then told us that he wanted to title the vehicle in Illinois for tax purposesWe contacted 5th third and they refused as there was zero credit history for Illinois in his bureauWe called the customer back and told him we would have to switch banksWe then submitted to *** Financial but they approved him at a higher rateWe then submitted to Chase bank and got the customer approved at the same rate as 5th ThirdA total of inquiriesNo credit bureau in the world reduces points for inquiries, Mr***'s credit was not as high as he thought from the beginningAs we were preparing to leave to deliver the vehicle Mr*** called and demanded that all inquiries be removed from his bureau before midnightWe explained that it is impossible to do that and the inquiries are what they areHe said he didn't want to do business with us and we ended the transactionIn short, Mr*** attempted to game the system but as a reputable business we were unwilling to participate in his credit and tax fraud endeavorsRespectfully we ask that this case be closed in our favor
Initial Consumer Rebuttal /* (3000, 7, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lies lies and more lies, that credit card has a limit of $15,so why would I even dream of putting $20,on itBecause I wanted the payment kept at $1,a month and didnt want to finance taxes and pay interest on taxes, I bumped the down payment up by $5,I never expected them to get my credit fixed by midnight, that is impossible, please relinquish that recording and please give the Revdex.com the recording that was taking place in the finance office when the financier pointed out at the beginning of the signing of paperwork that all transaction were videoed and recorded, the truth will be toldI DARE YOU RELIABLE TO GIVE ALL RECORDINGS TO Revdex.com, I had a police officer there with me and there was absolutely no fraud done what so everHe is my witness and will provide a statement if need be for Revdex.com
Final Consumer Response /* (4200, 11, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Provide audio and video to Revdex.com and prove me wrong then there wont be any rambling at allThen Revdex.com can close the case and show who the liar isAnd let the chips fall where they may if your so confident that I am rambling and lieing!!!!
Final Business Response /* (4000, 9, 2016/05/13) */
Mr ***'s rambling response is not actually a response at allThe issue at hand supposedly was that we ran his credit when he didn't authorize itThat is the only issue at handWe have an audio recording of Mr*** not only giving us permission to run and submit his credit but telling us that he will be putting $20,downHe never mentions a credit card until he arrivesThe fact remains unchallenged that you cannot use credit to put money down on a loan contract as that would constitute credit fraudWasn't the complaint that we ran his credit? No response to that so now apparently it is we wouldn't take his credit card as downpayment? The fact is that we can't legally do thatI am sure Mr*** will come up with a whole new complaint nowPlease close this complaint in Reliable Chevrolet's favorThank you

Initial Business Response /* (1000, 5, 2015/01/13) */
Dear Ms***
I apologize to Mr*** for any inconvenience we may have caused associated with his interest in an advertised Chevrolet Malibu that was contracted for sale prior to his contacting
the dealership
I believe, however, that it is significant for Mr*** to appreciate the actual meaning of the term bait-and-switch before loosely tossing allegations aroundBait-and-switch is a sales tactic wherein the seller never had, nor ever intended to have, merchandise for sale at a specific advertised priceSuch was not the case regarding the vehicle Mr*** is referencingNot only did we have the vehicle, we in fact had a customer contract on the vehicle last week and the deal was finalized yesterday
I do especially acknowledge and apologize for one error that likely occurred when Mr*** called in to inquire about the vehicle he saw advertisedIt is likely that the representative he spoke with said the subject vehicle was sold, when, in fact, it had only been contracted for sale to a customer but not finalizedThis is to say that if, for whatever reason, the sale was not, or could not have been, finalized, the subject Malibu would have continued to be in our inventory and available for saleTo that end, we could have contacted Mr*** and advised him the vehicle was still available and was available at the price advertisedUntil such time as a deal is finalized, a vehicle remains in our inventory and is, therefore, still posted on the internetI understand that this can lead to some confusion from time-to-time, but because all internet websites draw data directly from our data bases, until the data base status is updated from contract pending to finalized, the internet websites will continue to list a unit as being in our active retail inventory
Again, I apologize for any inconvenience we may have caused Mr***To the extent that automobile dealerships are historically more aggressively scrutinized for their advertisements and advertising strategies by government and private watch-dog agencies, Reliable Chevrolet takes advertising very seriously and always proof reads and reviews its advertising to ensure it is as honest, accurate and lawfully presented as it can be
Respectfully,
-***
*** ***
Customer Services
Reliable Chevrolet

Initial Business Response /* (1000, 5, 2016/10/31) */
Reliable Chevrolet has NEVER advertised a Colorado let alone towing capacityI would challenge Mr*** to produce this commercial that we supposedly ran as it doesn't existWe have never found a problem with the customers door other than he
won't push it shutWe have already been through this with the Revdex.com and the customer and the case was closedI have zero knowledge of this vehicle being damaged at the factory and probably wouldn't had it been as we do not own the factory nor do we have anything to do with the design or production of the vehicleMy understanding was that the customer has been in discussions with General Motors over his issues and they were working with him on trading up to a Colorado at his request but they are not being produced yetIf I had to guess I would say his request for an additional $*** in pain and suffering probably dampened their enthusiasm to help himUp to this point I thought Mr*** was a nice reasonable gentlemen who didn't understand that the new Colorado must latch at the top and bottom of the door in order to seal and was not putting enough pressure into shutting the doorNow I realize that he is merely exaggerating his claims because he thinks he can lie his way to the golden gooseShame on you Mr*** for this blatant money grabIn short, Reliable Chevrolet didn't design, built, or warranty the vehicleReliable Chevrolet didn't advertise the vehicleWe ask that the Revdex.com close this case in our favor as soon as possible
Initial Consumer Rebuttal /* (3000, 12, 2016/11/18) */
case #*** reliable chevy is correct in saying that they never advertised the towing capacity of the Colorado the adds were done by GM I recived a letter in may from GM stating that the Colorado would only towe 3500LB not the 7000LB that was advertised as for damage at the factory I do have some proof that the truck was damaged at the factory and that is the cause of door issue that I have reliable may have not have been aware of that when they recived the truck from GM but the fact remains I have problem that cannot be fixed and reliable is there dealer GM has made it very clear that do not want my business and there is no offer been made from GM I have an arbitration set at the Revdex.com spfg on the 10-30-this only on the door issue
Final Business Response /* (4000, 14, 2016/11/18) */
There is absolutely no new information in The customers complaintHe merely agrees that it is not Reliable ChevroletWe ask that this case be closed permanently in favor of Reliable Chevrolet
Final Consumer Response /* (4200, 16, 2016/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
reliable has not offered a resolution I was sold a truck if I had been told about the towing capacity I would have got one that was capable of towing reliable management may not have been aware of the damage and the trucks history but the service people would have known as its been it for service numerous times from day one I fell like reliable sold me a used truck that's not good for much of anything reliable is trying to put all the blame on GMC and GMC is trying to put all the blame on reliable this problem could have been taken care anytime but they have refused so I am now forced to do what I have to do to protect my interest the small amount I have ask for is fair I ask that the Revdex.com rule in my favor

Initial Business Response /* (1000, 5, 2016/07/01) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@reliablechevy.com
we apologize that the Revdex.com has had to deal with this issue as it is entirely the fault of Reliable ChevroletOne of out technicians
failed to note the different lip on the lug nuts and as a result did not get them tightened down properlyWe had also told the customer that we would refund the $after the holiday but of the managers, myself included, that were tasked with handling it all thought of the other would and as a result nobody didWe have contacted the customer and told her we could mail a check today or she could come by and pick it upThe situation has been resolved with a $refund to the customer
Initial Consumer Rebuttal /* (2000, 7, 2016/07/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund has been offered

Initial Business Response /* (1000, 7, 2015/08/24) */
Dear Ms***
Our records indicate that Mr*** did, in fact, come to the dealership in early July and asked that we install new knock sensorsHe rejected our suggestion for a diagnostic test prior to any mechanical
work so we blindly did the work he requested
Mr*** suggests that we damaged the EGR tube when we installed the knock sensorsRespectfully, there exists two fallacies in his conclusionFirst, if the EGR tube had been cracked while in our possession, the SEL would have illuminated while the vehicle was still at the dealershipSecond, by Mr***'s timeline of events, it is evident that the EGR system did not fail until later in the month of July at the earliest since AutoZone did not pull an EGR code on its diagnostics nor did Lowe Chevrtolet; and, to that end, we have no idea how AutoZone or Lowe Chevrolet went about replacing the Osensors and the Mass Air Flow sensor other than to say the damage to the EGR tubing may have occurred at AutoZone or Lowe Chevrolet, or it simply failed on its own as a result of wear and tear
One ancillary, and yet relevant, note, when Mr*** first brought his Chevrolet Tahoe to us the first week of July, it had 250,miles on it; when he returned a little more than a month later, his Tahoe had 257,miles on it
We are glad that Mr***'s Tahoe is running fine at this point and that he was able to save money by purchasing his own aftermarket parts; however, we do not agree with Mr*** that our installation of the two knock sensors in July led to the failure of the EGR tube in August, some nearly 7,miles laterOther than the very strong likelihood that the failure was due to wear and tear, Mr*** will need to plead his case for reimbursement to AutoZone and/or Lowe Chevrolet
Should you have any questions concerning our response to Mr***'s complaint, please do not hesitate to contact me
*** ***
Customer Services
Reliable Chevrolet, LLC
Initial Consumer Rebuttal /* (3000, 9, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the Reliable Big Lot Chevrolet explanation
Their work is warranted where I purchased a part or not (months or 12,miles; the norm for most repair)
The Reliable Franchise is flawed; I would have been in this situation if I returned the vehicle for their diagnostic in Jul/early Aug; The Reliable Big Lot Chevrolet would protect their Bottom Line money and the workmanship (wrong doing or fault) of their staff not the customer
The ERG tubing cracked will provide any computer diagnostic with a misleading code P0171, Por etcwhich could mean OSensor, Mass Airflow sensor, and emission sensor fault or ignition system misfire
This further explains how The Reliable Big Lot Chevrolet determine the ERG crack: they sprayed a solvent such as WD-40, Brake Cleaner, or Mass Air Flow Sensor cleaner on and near ERG tubing (note the white/gray spot on the braided cover from previous attachment)My vehicle possessed the smell of such solvents when returned to me after refusing service on Aug The use of solvents is a common practice to determine vehicle's vacuum leak locationsTherefore The Reliable Big Lot Chevrolet did not diagnose my SEL with a computer diagnostic for which I was charge and paid to have done
Hopefully when MrWarren Buffet assumes full ownership of the Reliable franchise (Chevrolet, Hyundai import, Lexus, Mazda, RV, Subaru and Toyota) as he has assumed ownership of BMW he will bring integrity to the organization that protects his most valuable resource the customer
When I take my Honda Accord to Don Wessel Honda of Springfield, Missouri for repairI experience no second and third order effects/faults due to their mechanical technician workmanshipThey install, repair, replace parts and I leave a satisfied customer
I cannot say this for the Reliable franchise of Springfield, MissouriI have experienced second and third order effect/fault repairs with Reliable BMW on my BMW in July
I had my BMW serviced for SEL/Check Engine Light fault identified as a sensor on the fuel tank/system according to the service manager to the cost of $(Jul)Three days (Jul)later SEL/Check Engine light employed again this time it was for a fuel injectors (which was the original problem not a sensor identified of Jul) at the cost $2,(Jul)
The pattern is very clear second and third order effect/fault repairs extended to the customer due to the fault of the franchise's (Reliable) mechanical technician workmanship
I purchased my Chevrolet Tahoe from the Big Lot Reliable Chevrolet of Springfield, Mo in Jul Where is the customer appreciation?
Final Business Response /* (4000, 12, 2015/08/27) */
Dear MsBruffett,
I appreciate Mr***'s frustration; however, his conclusions are unfoundedOur diagnostic tools would, in fact, identify an EGR tube leak as would the diagnostic tools of the other locations he took his vehicle toAdditionally, not his conclusions, nor even his rebuttal, take into consideration the glaring fact of the natural wear and tear of a vehicle with over a quarter of a million miles on it and the addition of nearly 7,miles in between the two times the Reliable Chevrolet Service Department saw it
The fact is, as stated in our previous response, if the EGR tube had been damaged when we installed Mr***'s knock sensors, the SEL would have illuminated immediatelyIt is reasonable for us to assume that it did not because he did not immediately return to the dealershipThis conclusion is supported by Mr***'s original comment that weeks passed *** he addressed an illuminated SEL by taking his vehicle to AutoZoneTo that end, we do not understand why he would go to AutoZone and Lowe Chevrolet instead of contacting us first
Finally, though it lacks any relevance to his complaint and therein comes off as "mudslinging," Mr***'s references to other Reliable stores in the Springfield assumes facts that are not at correctWhile each of the Reliable stores share a common partner, they operate autonomous of one another with each location having different partners and ownershipAdditionally, the fact is that Reliable Chevrolet services more vehicles than any other franchise location in southwest Missouri because we deal honorably and fairly with all of our customersIf we are in the wrong, we take ownership of our error and resolve it to the customer's satisfactionThat is, and has always been, the key to our success
Respectfully, Mr***'s rebuttal offers no new facts to suggest Reliable Chevrolet erred in installing the knock sensors in his Chevrolet TahoeWe stand by our original response and affirm that it fully and justly addresses Mr***'s complaint
*** ***
Customer Services
Final Consumer Response /* (4200, 14, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This (the Big Lot Reliable Chevrolet) response to my rebuttal is nothing more than a business CYA approach
As stated the organizations lacks integrity to admit their mechanic/technician was negligent, at fault, or made an honest mistake
No one is requiring the firing/reprimanding of the mechanic/technician but that the Big Lot Reliable Chevrolet assumed responsibility for the mechanic/technician's actions that has extended additional cost me
You stated, "If we are in the wrong, we take ownership of our error and resolve it to the customer's satisfactionThat is, and has always been, the key to our success."

Initial Business Response /* (1000, 5, 2014/11/25) */
Dear Ms***
In reviewing Mr***'s complaint, I'll first address his suggestion of a *** dollar oil changeThe *** charge was for an oil and filter change, premium fuel and oil additives done at the
customer's request, battery and terminal check, top off fluids, multi-point inspection, brake inspection done at the customer's request, suspension inspection done at the customer's request, diagnose the service suspension warning light done at the customer's request, inspection of cracking dash done at the customer's request and finally, perform a tire rotation done at the customer's request
Our inspections revealed of the brakes revealed uneven front rotors and pads that were down to between and millimeters and we recommended the front brake pads be replaced and the rotors be turnedMr*** declined the repairOur inspection of the suspension revealed an issue with one of the shocks and actuators, Mr*** declined the repair
What is significant in Mr*** complaint is a misunderstanding on a few separate pointsFirst, while repairs should be made, a service suspension light will not cause a vehicle to fail a state inspectionIf that was Mr***'s understanding, I apologize for the confusionSecond, in order to fix the service suspension light, we would have needed to do the same repair that Mr*** states he had done elsewhereMr*** declined having us do that repairThird, it was only a recommendation that we made to Mr*** that he have his ball joints replaced; and, that was due to the miles on the vehicle, over 90,Though the front end ball joints were within spec at the time of Mr***'s visit, we made the suggestion that he consider replacing the ball joints due to the mileage and because our technician would have been working in the area of the ball joints in order to make the needed shock and actuator repairs anyway which could have saved Mr*** some money down the roadAgain, I apologize if we somehow left Mr*** with the impression that having the ball joints replaced would be the only thing that would eliminate the service suspension warning light
Respectfully, I will deny Mr***'s request for a refund for the service work we performed for himThe charge, to include a percent discount we honored, was fair and reasonable for the work done and the materials installedFurthermore, I submit that our recommendations made to our clients are done so to prevent more expensive repairs down the road caused by a mechanical failure that could have been preventedFurthermore, failing to provide recommendations similar to the one we provided to Mr*** can hold us potentially liable in the event of a mechanical failure that causes property or personal injury
Respectfully,
-***
*** ***
Customer Services
Reliable Chevrolet
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In reviewing Mr***'s response, I find it unfortunate that to date no one from Reliable has bothered to call me even after I left a request for a call from my service rep as it relates to this issueAll he has to go by is some paperwork and talking to people in his organization that may be involved in covering up the fact that they are suggesting work be done that is not neededI also know that they have been contacted by GMC as I logged a complaint with them as wellI have been told by the regional specialist at Chevy (***) that Reliable Chevrolet is aware of my complaint but again they have never bothered to follow up with me
Unfortunately Mr*** is only reciting some of the information that was on my two or three pages of paperwork with no insight on the information I was given verbally or how some of it was or was not presentedSome of the information on the paperwork was never shared with me such as the shock issueWhen I picked the car up I was told that the suspension light was caused by a switch and not that the shock needed to be replacedIn fact they told me the light should go out after driving for a whileIf it did not (which it didn't) I was told to comeback and they would replace the actuatorA shock was never mentioned at all verbally
All that aside my main complaint is the *** for ball joints that I was told were badly needed for my truck when in fact there was no need for them to be replaced
In focusing on Mr***'s last two paragraphs:
I was never told verbally that the shock needed to be replacedI was told they cleaned a connection and that should clear the service suspension light after driving it for a whileI was also told if that did not fix it then an actuator would need to be replaced (not a shock but the actuator)I have later found that the shock and the actuator both have to be replaced and SOME of that information was on my paperwork but NEVER relayed to me verbally or pointed out on the paperwork as Mr*** suggestsI did not turn down having the shock replaced even though that was listed on the paperwork because I was never told that it needed to be doneThe shock was the first thing I was told at *** *** needed to be replaced in order to fix my issueThey performed the work for around *** and the service suspension light is now off
There is no misunderstanding as it relates to the ball jointsI have had two additional reputable service departments look at the ball joints and was told that there was no need whatsoever to replace themOne of the service departments was at *** *** Chevrolet under the oversight of the Chevy regional specialist and they specifically looked at the ball joints
When I told my service rep *** I was thinking about selling the truck and I did not want to spend the money just before I sold it, he went so far as to tell me that my truck could not pass a state inspection because the ball joints were so badly in need of replacementIn addition when I told him I wanted someone else to look at the ball joints he lowered the price to under *** because the work needed to be doneThe words "consider replacing" were never usedThe words *** used were "need to be replaced" and there was never the conversation of "save Mr*** some money down the road"I told them I was looking to sell the car so that makes no sense at allI was never told nor did I expect the ball joint "repair" would turn off the service suspension light
At this point I don't want any money from Reliable but what I do want is my complaint to be listed on the Revdex.com site so others can be aware of this deceptive practice and make sure and question any repaired suggested by this dealerThe fact that I have not even gotten a call from or back from them is a pretty good indication that they are not concerned with discussing or fixing the problem
In addition if Mr*** would like to call me I would be more than happy to relay my side of the story if he is interestedI would think he would want to be aware of possible "misunderstandings" going on at his dealershipI have found that I am not alone in my frustration with Reliable and their business practices which is one of the reason's I finally decided to Revdex.com which is something I have never done before
Final Business Response /* (4000, 9, 2014/12/02) */
Dear Mrs***
In response to Mr***'s rebuttal, I contacted him this morning and had a good conversation that shed valuable light on his concernsIt is relevant to note that the Service Advisor Mr*** worked with no longer holds that position at the dealershipThough well intended, it became evident that he was not a good fit for the Service Advisor position
I have extended my apologies to Mr*** for the inconvenience we caused and thanked him for his time to speak with me this morningIt is my understanding from Mr*** that I was able to address his concerns through our conversation, and that the matter has been resolved
I again extend my appreciation to Mr*** for speaking with me this morning; and I have discussed the details of our conversation with our Service Director, *** ***
Sincerely,
-***
*** ***
Customer Services
Reliable Chevrolet, Inc

Initial Business Response /* (1000, 5, 2016/11/28) */
It is unfortunate that the customer is unable to accept the facts that are plainly clearThe history of the vehicle shows that the wheel alignment was successfully completed approximately 5,miles agoThe customer's complaint references
tire wearSince the tire(s) in question was(were) replaced before the vehicle was returned to us, we had no way to use them to determine what sort of issue might existWithout this evidence, we had no choice but to utilize our wheel alignment equipment to determine if there was an issueUpon examination, we found the wheel alignment to be incorrectWe then thoroughly inspected the vehicle suspension and steering systems to see if anything was loose that may have caused the wheel alignment to changeWe found all components properly securedThe only possibility, therefore, was that some event occurred while the vehicle was being operatedSince we were obviously not with the vehicle for the 5,miles since we had last seen it, it was impossible for us to know what might have happenedWe informed the customer of our findings and recommended another alignment to prevent further abtire wearWe further offered to recheck the alignment in 2,000-3,miles at no charge to the customer as a way to see whether the alignment has changed againThe customer agreed to have us perform the alignment, and we did soThe customer took the vehicle, and we expected to see him back in 2,000-3,miles for us to check the wheel alignmentAgain, we would be doing this at no chargeWe will still do this if the customer so choosesThis complaint will not change our stance on that
Initial Consumer Rebuttal /* (3000, 7, 2016/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The tires in question were replaced and I have the documentation to prove soI wasn't asked to produce the worn tires so they could be examinedHowever, I may have been able to do so at the time had I received a call backI explained on the phone to *** and again, at the time I paid for the second alignment that I didn't understand if the alignment was done properly how I could have possibly went through a tire that quicklyI believe I would have had a better understanding had I been able to talk to someone in person as opposed to being shut down over the phoneBut there were no managers available at the time I picked my car upWhich is why I asked for a callAt that time, I would have gladly made a trip to their office to talk to someone in person and have them thoroughly talk me through the situation so I had a better understanding of how it was my faultThis complaint is directed at two things: Poor mechanical service and poor customer serviceThe poor mechanical service could have been easily resolved had there been customer serviceWeather I have a leg to stand on as far as my complaint with the mechanical service, there is absolutely no excuse for the customer service I received from Elite MercedesI was told that I would be given a call twice that never happenedIf you say you're going to do something, regardless of "how unfortunate it is, the customer is unable to accept the facts that are so plainly clear" you still call that customer backIt's apparent that Elite doesn't care about their customers since the customer service wasn't addressed in Elite's responseIf someone would have taken the time to sit down and provided a strategy other than try to pacify me with the offer to look at the problem laterIt could have easily turned into the sale of a new vehicle or at the least made me a happy customer and Elite would have my future businessSince my complaint does not change Elite's stance on this, all I can do is assume that I've been treated like a joke and not do business with Elite or its' affiliate again
Final Business Response /* (4000, 14, 2016/12/08) */
Since we found no cause for the alignment to have changed, the only possible option is to allow the customer to drive the vehicle and then to recheck to see if something has changedThat is why we offered to check at no chargeAs the service manager, I felt I thoroughly discussed this with the customer when we spoke at length on the evening of November
Final Consumer Response /* (4200, 17, 2016/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a perfect example of the lousy customer service I received from EliteIt's not about how the Service Manager "felt"It was that I asked for a call back, was told twice that I would get one, and never got oneFurthermore, not once has that been addressed by the Service Manager since this complaintI got the run around when they were servicing my car and left unhappy, I have made a complaint and a request and got the run around and am unhappyUnhappy because there was no compensation, unhappy because of the customer service, unhappy that I haven't received an apology for the poor customer serviceThis company does the least possible to service their clients

Initial Business Response /* (1000, 5, 2016/02/02) */
Contact Name and Title: [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@vtaig.com
I am not sure why this complaint has been sent to us. We did not sell this customer a vehicle nor have we ever done any work on this...

vehicle. In short, this customer has never done any kind of business with Reliable Chevrolet in Springfield Missouri.

Initial Business Response /* (1000, 5, 2015/01/26) */
Dear Ms. [redacted]
Mrs. [redacted] presented a 2002 Dodge Grand Caravan to our dealership because she wanted to participate in our donation campaign for the Grand Oaks Mission Food Pantry. The dealership was...

exchanging a lube, oil and filter maintenance service for 10 cans of non-perishable food items. At the time of the visit, her vehicle had 121,299 miles on it.
With the utmost respect to Mrs. [redacted], it was evident early on that she was not fully understanding the information we were providing her. First, so there is no misunderstanding moving forward, we have always, and will always, install a new oil filter with every oil change. That is an industry wide standard whenever changing oil. To that end, we installed the correct oil filter on Mrs. [redacted]'s Grand Caravan at the same time that we changed her oil except that we did not use a MOPAR oil filter since we are not a Chrysler franchise; but, instead used a specifications correct oil filter. The only difference between the two filters is that filter we used, an AC Delco oil filter, does not bear the part number of the MOPAR oil filter since it was not manufactured on behalf of Chrysler.
What we believe Mrs. [redacted] was confused about stems from one of our standard processes at check in. We perform a multi-point inspection to include looking at belts, hoses, fluid levels and air filters. We are certain that Mrs. [redacted] was confused about our saying that, at this time, her vehicle's AIR FILTER, (emphasis intended), looked clean and didn't need replacing. On multiple occasions we attempted to clarify that with Mrs. [redacted].
On November 22nd, we changed Mrs. [redacted]'s oil and oil filter. As Mrs. [redacted] states in her letter to your office, she later contacted us to advise that she had oil leaking. This was on January 6, 2015, with 121,887 miles on her vehicle or, an additional 588 miles. Now, in her letter she states that her vehicle lost 10 quarts of oil. We find this challenging to understand because the loss of only 5 quarts of oil at any given time could only be caused by a very severe and conspicuously noticeable oil leak and would have caused catastrophic engine failure. Our technician observed oil possibly leaking from the oil pan, not to be confused with the oil filter which Mrs. [redacted] may have done. Our technician further suggested that a more intensive diagnosis would be needed to confirm the source of the leak.
It is interesting to note that two days later Mrs. [redacted] drove back to Springfield so that Corwin Dodge could examine the vehicle at which time a technician from Corwin Dodge suggested replacing the power steering pressure line which he states was leaking, along with the lower intake gaskets, the oil pan gasket, the crank shaft seal and the valve cover gaskets. All of which might also cause fluid leaks if not properly maintained and replaced as needed. Then, eleven days later, Mrs. [redacted] once again returned to Springfield and had an oil filter she purchased along with oil put into her vehicle along with an unknown oil additive. She also requested the oil pan gasket be replaced. From the date of her first visit to our dealership, up to the date the vehicle went to Corwin Dodge, Mrs. [redacted] put a total of 1,245 miles on her Dodge Grand Caravan.
Finally, to be responsive to Mrs. [redacted]'s suggestion of a fair resolution, I again affirm the oil filter used was the correct size and thread. The list of items Corwin Dodge is suggesting be repaired, as I mentioned above, have no direct, or indirect, correlation to the work we performed on November 22nd. The fact is, the list of items Corwin Dodge has suggested be done are not at all untypical maintenance steps needed for a vehicle of this age and mileage. Furthermore, the fact that she elected to travel to Springfield for further investigation of issues associated with her vehicle and to drop off, in person, her written complaint to your office, was all done of her own volition when she could have gone to Tri-Lakes motors for investigation into the leaking fluids and she could have mailed or e-mailed her complaint to your offices.
Reliable Chevrolet dealt fairly and honestly with Mrs. [redacted]. Our flaw, if any, was that we were unable to communicate with her in a manner that she clearly understood. I am sorry for any inconvenience she encountered; and yet, I hold complete reservation to affirming any such inconvenience was the fault of Reliable Chevrolet.
Sincerely,
-[redacted]
[redacted]
Customer Services
Reliable Chevrolet

Initial Business Response /* (1000, 5, 2016/07/22) */
The customer came to our shop for the first time on June 16, 2016 for a recall. the recall called for two wires to be changed out on the Resistor, both wires are simple plug and play attachments. The customer came back because she said her car...

wasn't running correctly. This is the first time we have heard about a hood suddenly flying up and to be quite frank doubt this occurred as no hood on any vehicle would not fly up while in traffic even if they were propped open. We explained to the customer that we would get to it as soon as possible but would need a technician to look at it as her issue would not be tied to the repair we made at all. Much like the hood we have no recollection or notes involving anything to do with oil. Our technician checked the codes stored in the ECM that lead to ignition problems. Through checking he found that the #3 cylinder was missing. He removed THAT plug and coil. He found the coil was bad and that the spark plug had considerable carbon tracking. He recommended replacing both. The customer declined and then showed up demanding her vehicle back "right now". IF the breather was unattached it is probably because we were in such a hurry to get her vehicle to her. She then took it to her mechanic that by the way would NOT have the factory tools required to adequately track the ECM codes, but he still found the EXACT same thing we did other than he apparently didn't seem to think the plug was bad. According to the customer she did however replace the plugs so it is curious that she would do so if her mechanic didn't recommend them. As to her after market warranty company Route 66, we had informed them years ago that we would not do business with them because of their refusal to pay on time, the amount billed, and what we consider their lack of concern for their customers with their refusal to cover all items found during a diagnostic. So she is 100% correct, we DO NOT accept Route 66 warranties despite their repeated requests that we reconsider.
In short, the recall we performed has absolutely nothing to do with spark plugs or coils and both her mechanic and ours found the EXACT same problem. We offered to diagnosis the vehicle for free after her shop was unable to accurately do so and she told us she wanted to think about it and until now this is the last time we have heard from her. She is driving a 10 year old discontinued vehicle with over 100,000 miles on it and should honestly expect that items will begin to go bad. I am sure that is why she purchased the warranty in the first place not knowing that it isn't a good one. The entire complaint is groundless and should be closed in the favor of Reliable Chevrolet as soon as possible.

Initial Business Response /* (1000, 5, 2016/02/22) */
I personally contacted the customer via facebook to arrange a time for him to bring in the vehicle for the repair of the lower transmission cooler line that was causing the leak. I also told the customer that this repair would be at no cost to...

him. The vehicle has in excess of 100,000 miles on it and any vehicle with this many miles will experience some seepage around the gaskets. Our technician attempted to explain this to the salesman but between the two of them they got confused and misquoted the customer. I believed that I had that cleared up with him and offered to repair the leaking hose for him as a gesture of good faith.
[redacted]
General Manager
Reliable Chevrolet

Initial Business Response /* (1000, 5, 2015/08/25) */
Dear Ms. [redacted]
Though the complaint of [redacted] and [redacted] lacked specificity, I was able to review their purchases and draw conclusions as to what they were attempting to say.
For purposes...

of context, Ms. [redacted] and Mr. [redacted] purchased a Pontiac Torrent in 2012 from the dealership. In February of 2015 they traded the Torrent in for the Equinox they currently own. Since the date of their purchase, they have brought the vehicle in for repairs to a door, the front suspension, a recall, the rear windshield washer, trim pieces and the front windshield wipers.
We appreciate that the need for repairs can cause an imposition and we apologize for the inconvenience this has caused. To the benefit of Ms. [redacted] and Mr. [redacted] all the repairs have been covered either by the dealership or by warranty and they have been provided with the use of a loaner vehicle whenever their vehicle has been in the shop.
With all due respect, when purchasing a pre-owned vehicle, there is an implied assumption of risk in that a used vehicle is going to continue to reveal wear and tear issues with each passing mile. At the time of the purchase, Ms. [redacted] and Mr. [redacted] Equinox was already 5 years old and had over 80,000 miles on it. As the selling dealer, we are making efforts to resolve the mechanical issues that have occurred.
One closing note, Ms. [redacted] and Mr. [redacted] in fact, were provided with a CarFax report for their review. That report was signed by Ms. [redacted] the signed copy of which we have on file.
Again, we appreciate the inconveniences Ms. [redacted] and Mr. [redacted] have encountered and we sincerely apologize. As to their request for us to pay off their Equinox purchase, pay them for the Torrent they used as a trade in for their Equinox purchase and to pay their sales tax, we will not be doing that. If they want to trade in their Equinox for another vehicle, we will work with them on a trade, but we will not "...put them in a new car and have paid sales tax."
[redacted]
Customer Services
Reliable Chevrolet, LLC

Initial Business Response /* (1000, 5, 2016/06/13) */
Mr. [redacted] ordered the luggage carrier and crossrails on line from a GM website. We ordered exactly what he ordered as we had no other information as he obviously didn't purchase his brand new GMC from a Chevrolet Dealership. When he arrived...

for installation we found that the crossbars that he had ordered were for a 2010 Buick and would not fit his vehicle. We contacted General**otors and they gave us the appropriate part number and we were able to locate one in town. The price for this part was considerably higher but we opted to pay the difference for the customer and "over deliver" on our service. What**r. [redacted] is unable to comprehend is that GM does not make the crossbars or carrier. There is no true OEM part. The crossbars that they utilize as OEM are the Thule brand. We had no expectation of needing to contact the customer as the only change that was made was that the correct size was installed instead of the ones that were too long. We ask that the Revdex.com please close this case in our favor.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Email accessory manager[redacted] Reliable Chevrolet:
Mr. [redacted] I'm not trying to dispute the parts you have are not the ones you ordered. I did some more research of my own and found out the carrier we ordered and received was in fact the right one. The cross rails we installed are a better quality and was designed for the carrier.**y main goal is to make sure your pleased with your visit with us. I upgraded you to a better quality cross rail system at no extra charge to you. I understand the rails are not the ones GM calls for and the other 3 sets failed to connect to the Thule carrier. I apologize for any inconveniences this has caused you and I will be happy to do as you please to make this right. I will wait for your response to proceed from here.
Responded to replace crossbars with GM part, have not gotten response.

Final Business Response /* (4000, 9, 2016/06/15) */
the above email is badly worded in that our Aftermarket manager says "not the parts GM Calls for" in reference to**r. [redacted]'s original online order. As explained earlier, the part number was incorrect on the GM website and the actual GM recommended part was more expensive. WE paid the extra money for the customer out of generosity. Nice to see that going above and beyond has had such a wonderful consequence. In short, everything in the previous response is correct. If**r. [redacted] wants, he can bring his vehicle in, we will remove the cross rails and carrier and put the carrier in his backseat along with the crossbars that don't fit and then he will have gotten exactly what he paid for and he is more than welcome to go elsewhere and attempt to have them installed. No one will be able to because THEY DON'T FIT!!!! I am at a frustrated loss to understand how that is somehow confusing. Prior to installing them, prior to responding to his initial complaint, prior to responding to the case he opened up with GM, prior to responding to the Revdex.com complaint we met with the aftermarket staff for General**otors (ADI) and CONFIRMED that the parts we installed are the ones that not only GM recommends but are also the part that should have been listed on the website. We ask that you please close this case in Reliable Chevrolet's favor.
Final Consumer Response /* (4200, 11, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Reliable has not proposed a resolution.

Initial Business Response /* (1000, 5, 2016/11/18) */
During her service visit one of our employees did scrape the front and rear doors against a light pole. We notified the customer and explained that we would not be repairing the vehicle but instead would replace both doors. There is no...

diminished value, no [redacted] reporting,no insurance claim, etc. Therenwill be no repaired damage as we are instead replacing the doors with brand new factory doors. We are sorry that this very reasonable offer is not satisfactory to the customer but are not surprised as it seems that today nobody wants anything fair and reasonable but would rather treat every opportunity as a get rich quick scheme. What a truly sad world we are starting to live in. Please close this case in our favor now that the facts are apparent

Initial Business Response /* (1000, 5, 2015/04/08) */
Dear Ms. [redacted]
I have looked into the concerns raised by Ms. [redacted]. As Ms. [redacted] states in her complaint to your office, she purchased a 2005 Mercury Mariner from Reliable Chevrolet in late January of this...

year. At the time of the purchase, the vehicle was 10 years old and had 107,426 miles. Her car, as of the last date of her visit to the dealership's service department, Ms. [redacted] has added an additional 4,175 miles on it. I am sorry that Miss [redacted] is having troubles with her vehicle.
As with any older, high mileage vehicle purchase, there exists a known assumption of risk that the vehicle will experience mechanical failure simply due to normal wear-and-tear. And, while a service contract can help to offset some of the expenses associated with upkeep and repairs, for high mileage vehicles, there are certain restrictions that apply. In the instance of Ms. [redacted]'s vehicle, one of the restrictions is that if a breakdown of the engine to diagnose the oil consumption issue is required, under the terms of the service contract, doing so assumes a financial risk she must be prepared for in the event the failure is not covered under the terms of the service contract. It is important to note that if the failure is covered, then the cost of diagnosis would also be covered. As it stands right now, Ms. [redacted] is conducting an oil consumption test wherein she will check, top off and record the oil used in 500 mile increments for a total test drive of 3,000 miles.
Ms. [redacted] mentions in her complaint that she recently came to the dealership and asked if we could trade her out of the Mariner. Unfortunately, for reasons that she has been made aware of, and for reasons she knew prior to visiting the dealership with the thought of trading out, her circumstances have made it impossible for her to trade excepting a full cash purchase.
Again, I am sorry that Ms. [redacted] is in a very complicated situation; however, there is nothing more that the dealership can do other than to continue at this time with the oil consumption test.
-[redacted]
Customer Services / Compliance
Reliable Chevrolet, LLC

Initial Business Response /* (1000, 5, 2014/12/30) */
Dear Ms. Bruffett,
The last time the [redacted] had their vehicle in our shop was August of 2014. At that time we addressed the issues occurring with their vehicle and the repairs were covered under warranty. The vehicle...

was operating within specifications at the time it left our shop over four months ago.
We have no way of knowing, or assessing, the accuracy or validity of diagnostic results reported to the Staffords by an employee of a parts store. Furthermore, as explained by our Service Advisor, we simply cannot fix what is not broken. Neither Reliable Chevrolet, nor General Motors, has a policy in place to preemptively address future mechanical failures that do not presently show themselves.
I regret and apologize for the fact that the Staffords have experienced mechanical troubles in the past with their HHR. Equally, I assure the Staffords we will be available in the future to assist should mechanical issues arise; and, we will make all efforts to have any repairs covered under warranty if they are eligible. At this time, however, we are not in a position to repair or replace what is not broken, nor can we pay off the vehicle loan. If the [redacted] wish to check with our sales department to see if we can find a vehicle they are more comfortable with, we would be glad to visit with them.
Sincerely,
-[redacted]
Customer Services
Reliable Chevrolet
Initial Consumer Rebuttal /* (3000, 7, 2014/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and formost this car has been in the service department more than once for this same problem. That problem is that the transmission will shift roughly then the check engine light come on. After what the response from [redacted] says I will not be keeping this car and will never again give my business or my families business to these peope. If it's not broken then why is this problem still occuring when it should have been fixed the.first time. This is the response of [redacted] husband to [redacted]. Furthermore when I called about this problem this time I talked to [redacted] the service manager after I left a very irritated message with them. I then explained to him that the transmission had shifted hard and then the check engine light came on and I gave him the two codes that I had gotten from O'Reillys auto parts. He then asked if I was bringing the car in that day and I said no that I couldn't make the trip til Monday but if I waited til then the engine light would go off by then. He told me that was fine and that the codes would stay in the computer for a long while. When my wife took the car in he told her that the engine light was off and there was nothing he could do for her and rejected the car entirely. I wish to appologize to the person who has to deal with this problem on your end and hopefully this is the last time you will have to here from us.
Final Business Response /* (4000, 9, 2015/01/02) */
Dear Ms. Bruffett,
Neither I, nor any member of the Reliable Chevrolet Service Team, question the [redacted] when they say they are experiencing rough shifting followed by the illumination of a check engine light. To that end, there may have been some confusion regarding the necessity for the Check Engine light to be on in order to determine the problem. With the light on, all codes that cause the light to illuminate are active and can be recovered. Unfortunately, the light going off can mean that the onboard computer corrected itself and cleared the codes.
I have discussed this with our Service Director, [redacted] Though the light is not on, if the Staffords would like, they are invited to return to the dealership to have a diagnostic run. They will need to ask to speak with Mr. Goodman when they arrive; and, he will arrange to have the diagnostic run at no charge.
Sincerely,
-[redacted]
Customer Services
Reliable Chevrolet

Initial Business Response /* (1000, 5, 2016/06/22) */
Over the last year this customer has looked at quite a few trucks on our website and called to inquire about them. He lives in Alabama and told us on the 9th that he had a better deal in Pennsylvania and would not be purchasing our vehicle. We...

wished him luck. He called back in on the 15 and made an offer of $35100 on a specific truck in our inventory. We decided to go ahead and accept the offer and he told us what day he would arrive. When he arrived he said that the truck we had held was not the truck he was buying. It seemed that the third party company that places pictures of our vehicles on line had put the wrong set of photos onto the truck. The price, description, options, etc were all exactly what the truck was but the pictures were incorrect. We apologized and asked us what we could do to make it right. At that time the customer made an offer on the more expensive truck and we accepted it without question because of the error that was made. That offer was less than our sales price and caused the dealership to sell the vehicle for a loss of $1297.66 but we felt do to the error in the pictures it was the right thing to do. During a follow up call to make sure the customer was still satisfied he told us that if we wanted a good survey from him when he received it from the manufacturer it would cost us $800. We declined at that time as we do NOT buy customer satisfaction survey scores but rather attempt to do what we can within reason to keep the customer happy. He threatened to file complaints with the Revdex.com if we did not pay him an additional $800. We explained that we had immediately accepted his offer, even though it caused a loss and we apologize if later he changed his mind but we would not be making any further concessions. We pointed out that our website description and option list were 100% accurate and that a simple error had been made and trusted that the customer would understand. Apparently we were incorrect. In short, an error was made on our part and we asked the customer what he wanted and gave him exactly that to make it up to him at a financial loss to the dealership. At a later date he decided that he wanted to renegotiate using the manufacturers survey as leverage as we declined. We ask that you close the case in the favor of Reliable Chevrolet. Obviously we have the lowest prices in the country if Mr. [redacted] drove from Alabama to Pennsylvania to Missouri to take advantage of them.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The price advertised was a good price based on the truck pictured not the truck they switched to once I arrived at the dealership.
I would never have made the trip if the correct truck had been pictured. Classic bait and switch. I don't like be lied to!
My reason for the complaint is to prevent this from happening to another customer. They are taking no financial or moral responsibility
Reliable is lying about loosing money because the salesperson told me the switch truck was actually more expensive for the dealership while he was trying to get me to take instead of the one pictured! Then they changed the story again while I was trying to get a resolution at the dealership.
I had driven a rental car one way to the dealership and already returned it when I found out about the bait and switch. Otherwise I would have gone home empty handed! They are doing this intentionally and it has to stop!
Final Business Response /* (4000, 9, 2016/06/27) */
Based on the latest response from the customer we ask that the Revdex.com close the complaint in the favor of Reliable Chevrolet. The customer does not address any of the points brought up in our initial response. We freely admit that the third party that we pay to handle our pictures made a mistake and placed the wrong picture of the truck on the website but add further that the price, color, options etc were clearly spelled out. To make it up to the customer we asked him what he wanted and he made an offer and we accepted it without hesitation even though it was done at a loss to Reliable Chevrolet. ( this seems to be the only point the customer rebuts and we would be happy to show the Revdex.com the internal paperwork to prove this but do not share internal documents with customers). Only after we refused to be blackmailed on the manufacturers survey by this customer did this issue arise. In short, NOTHING was disputed in customers response with the exception of if Reliable Chevrolet lost money or not and that is not relevant to his complaint anyway. We ask that you close this case so that this customer can continue his cross country trek of looking for good deals.
Final Consumer Response /* (4200, 11, 2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Obviously Reliable Chevrolet is going to lay all blame on myself and the third party who they say attached the wrong pictures to the ad.
The ad had no reference to the window sticker so it was not possible to discern the difference in the two vehicles by reading the vague wording in the ad. The pictures are much more obvious and what the majority of people utilize when they are viewing and advertisement when the cheaper product is described by the words but the more expensive product is portrayed in many pictures. I'm sure you've heard the old saying, a picture is worth a 1000 words!
Yes I've been looking for a good deal for 2 months then once I'm told I have one I get the bait and switch. The issue is not whether I was looking for a deal or not, it is that Reliable advertised one vehicle in there ad and substituted a cheaper vehicle after I had committed to the purchase and was unable to back out without significant cost and lost time to myself. If they had been truthful in their advertising, I would never have made the 8 hour trip to MO!
If Reliable does not finish processing and send me the remainder of my paperwork I'm going to contact the MO DMV. They don't seem to be able to do that either.