Economy Buying Group

Initial Business Response / [redacted] (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 themHe lives in Alabama and told us on the 9th that he had a better deal in Pennsylvania and would not be purchasing our vehicleWe wished him luckHe called back in on the and made an offer of $on a specific truck in our inventoryWe decided to go ahead and accept the offer and he told us what day he would arriveWhen he arrived he said that the truck we had held was not the truck he was buyingIt seemed that the third party company that places pictures of our vehicles on line had put the wrong set of photos onto the truckThe price, description, options, etc were all exactly what the truck was but the pictures were incorrectWe apologized and asked us what we could do to make it rightAt that time the customer made an offer on the more expensive truck and we accepted it without question because of the error that was madeThat offer was less than our sales price and caused the dealership to sell the vehicle for a loss of $but we felt do to the error in the pictures it was the right thing to doDuring 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 $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 happyHe threatened to file complaints with the Revdex.com if we did not pay him an additional $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 concessionsWe 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 understandApparently we were incorrectIn 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 dealershipAt a later date he decided that he wanted to renegotiate using the manufacturers survey as leverage as we declinedWe ask that you close the case in the favor of Reliable ChevroletObviously 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 / [redacted] (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 picturedClassic bait and switchI don't like be lied to! My reason for the complaint is to prevent this from happening to another customerThey 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 switchOtherwise I would have gone home empty handed! They are doing this intentionally and it has to stop! Final Business Response / [redacted] (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 ChevroletThe customer does not address any of the points brought up in our initial responseWe 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 outTo 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 ariseIn 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 anywayWe ask that you close this case so that this customer can continue his cross country trek of looking for good deals Final Consumer Response / [redacted] (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 adThe 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 picturesI'm sure you've heard the old saying, a picture is worth a words! Yes I've been looking for a good deal for months then once I'm told I have one I get the bait and switchThe 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 myselfIf they had been truthful in their advertising, I would never have made the 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 DMVThey don't seem to be able to do that either

I would like to apologize to the customer for the behavior exhibited by our staff We have addressed this with them and made sure that they understand that this type of bad customer service will not be tolerated We have removed the customers information from our system so that they will not be contacted in the future I would also like to extend a personal apology for what transpired as at the end of the day I am personally responsible for the actions of my staff[redacted] General ManagerReliable Chevrolet

Initial Business Response / [redacted] (1000, 5, 2016/07/22) */ The customer came to our shop for the first time on June 16, for a recallthe recall called for two wires to be changed out on the Resistor, both wires are simple plug and play attachmentsThe customer came back because she said her car wasn't running correctlyThis 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 openWe 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 allMuch like the hood we have no recollection or notes involving anything to do with oilOur technician checked the codes stored in the ECM that lead to ignition problemsThrough checking he found that the #cylinder was missingHe removed THAT plug and coilHe found the coil was bad and that the spark plug had considerable carbon trackingHe recommended replacing bothThe 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 herShe 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 badAccording to the customer she did however replace the plugs so it is curious that she would do so if her mechanic didn't recommend themAs 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 diagnosticSo she is 100% correct, we DO NOT accept Route 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 problemWe 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 herShe is driving a year old discontinued vehicle with over 100,miles on it and should honestly expect that items will begin to go badI am sure that is why she purchased the warranty in the first place not knowing that it isn't a good oneThe entire complaint is groundless and should be closed in the favor of Reliable Chevrolet as soon as possible

Initial Business Response / [redacted] (1000, 5, 2016/06/13) */ Mr [redacted] ordered the luggage carrier and crossrails on line from a GM websiteWe ordered exactly what he ordered as we had no other information as he obviously didn't purchase his brand new GMC from a Chevrolet DealershipWhen he arrived for installation we found that the crossbars that he had ordered were for a Buick and would not fit his vehicleWe contacted General**otors and they gave us the appropriate part number and we were able to locate one in townThe price for this part was considerably higher but we opted to pay the difference for the customer and "over deliver" on our serviceWhat**r [redacted] is unable to comprehend is that GM does not make the crossbars or carrierThere is no true OEM partThe crossbars that they utilize as OEM are the Thule brandWe 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 longWe ask that the Revdex.com please close this case in our favor Initial Consumer Rebuttal / [redacted] (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 orderedI did some more research of my own and found out the carrier we ordered and received was in fact the right oneThe 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 usI upgraded you to a better quality cross rail system at no extra charge to youI understand the rails are not the ones GM calls for and the other sets failed to connect to the Thule carrierI apologize for any inconveniences this has caused you and I will be happy to do as you please to make this rightI will wait for your response to proceed from here Responded to replace crossbars with GM part, have not gotten response Final Business Response / [redacted] (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 orderAs explained earlier, the part number was incorrect on the GM website and the actual GM recommended part was more expensiveWE paid the extra money for the customer out of generosityNice to see that going above and beyond has had such a wonderful consequenceIn short, everything in the previous response is correctIf**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 installedNo one will be able to because THEY DON'T FIT!!!! I am at a frustrated loss to understand how that is somehow confusingPrior 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 websiteWe ask that you please close this case in Reliable Chevrolet's favor Final Consumer Response / [redacted] (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 / [redacted] (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 Mercury Mariner from Reliable Chevrolet in late January of this yearAt the time of the purchase, the vehicle was years old and had 107,milesHer car, as of the last date of her visit to the dealership's service department, Ms [redacted] has added an additional 4,miles on itI 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 wear-and-tearAnd, 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 applyIn 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 contractIt is important to note that if the failure is covered, then the cost of diagnosis would also be coveredAs it stands right now, Ms [redacted] is conducting an oil consumption test wherein she will check, top off and record the oil used in mile increments for a total test drive of 3,miles Ms [redacted] mentions in her complaint that she recently came to the dealership and asked if we could trade her out of the MarinerUnfortunately, 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 / [redacted] (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 from the dealershipIn February of they traded the Torrent in for the Equinox they currently ownSince 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 causedTo 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 mileAt the time of the purchase, Ms [redacted] and Mr [redacted] Equinox was already years old and had over 80,miles on itAs 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 reviewThat 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 apologizeAs 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 thatIf 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