ELCO Chevrolet Cadillac

Thank you for bringing the concerns of Mr [redacted] to our attentionWe have reviewed this complaint and would like to resolve this dispute to everyone's satisfactionThe Cadillac Mr [redacted] purchased has both a General Motors warranty and is GM pre-owned certifiedIn order to reimburse Mr [redacted] for any out-of-pocket expenses, we would need a copy of the detailed invoice from the New Hampshire dealershipAdditionally, we will have the sales consultant that worked with Mr [redacted] send him a copy of the Car Fax report and the pre-owned certified inspection

Thank you for bringing the concerns of Mr [redacted] to our attention We have reviewed the statement submitted by the customer and we would like to extend our apology for his troubles The Sales Consultant that he worked with on the vehicle purchase is no longer with the company, but we feel we've done our best to rectify the situation [redacted] , the Preowned Sales Manager, met with Mr [redacted] last week and delivered his vehicle to him, with all the requested work completed We hope this alleviates his concerns and we also hope that Mr [redacted] will continue to do business with us Thank you

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Thank you for bringing this request to our attentionWe have spoken with [redacted] and our Service Manager is faxing her requested report to her

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Mr [redacted] ’s refund money from the warranty company was applied to his down payment This was done with his permission I have attached the form with his signature indicating the refund proceeds from the cancelled insurance would be “used as down payment.” Additionally, I have included a form from the finance office which shows a cash down amount of $ Mr [redacted] was well aware of how his refund money was to be applied, and ELCO would never arbitrarily use his refund amount without authorization Thank you

Complaint: [redacted] I am rejecting this response because: My time that I was suppose to be there I was correct, Mr [redacted] never informed me that he was unclear of my appointment time, also he never discussed the cost of the ax and also they never made me a priorityI am disgusted that a company would lie, what about mr [redacted] being rude to me again, I want to be reimbursed for Sincerely, [redacted]

I spoke with [redacted] who handles the rental program for ELCO as this customer was an ELCO renter and not an [redacted] renter [redacted] is very familiar with the situation While the car was in [redacted] ’s name, it was his daughter that was driving the rental vehicle When it returned, [redacted] saw the damage and noticed the odor in the car and asked the customer about it He even had the customer smell inside of the car so that he was aware of the odor and then pointed the damage out to the customer The ELCO contract has no damage marked on their rental contract when the vehicle left Speaking with ***, he is 100% certain that the odor and the damage was caused after the car was released to [redacted] If it was ***’s daughter that caused the damage/odor, [redacted] would still be responsible as the car was released to himWe will be closing this concern on our end

Thank you for bringing the concerns of Mr [redacted] to our attentionWe have reviewed this complaint and it has been resolved with the customer ELCO has agreed to refund Mr [redacted] the $that was charged to his credit card Our recent phone conversation with him resolved this complaint to the satisfaction of both parties

After having spoken to both the Pre-Owned Sales Manager and the Service Manager regarding Mr [redacted] 's complaint, we believe that Mr [redacted] has not been truthful in his statement to the Revdex.com Additionally, Mr [redacted] made several statements to our management team that were inconsistent with the actual condition of the car We have made every effort to work with Mr [redacted] and to be fair with our customers, but Mr [redacted] refused to understand our position We believe we are at an impasse with this customer

Complaint: [redacted] I am rejecting this response because: If they had disclosed the engine replacement I never would have purchased this vehicle Orvettes are purchased not only as performance vehicles, but as collectors carsThe fact that this vehicle had a non numbers matching engine greatly diminishes its value not only now, but its collectors value in the futureThe failure to disclose the engine swap is fraudulent, and they know itIf it did nothing to the value of the vehicle they would have disclosed it during the sale Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ Our Pre-Owned Sales Manager recently spoke with Mr***He will bring the car back to the dealership for full diagnosticMr [redacted] would be responsible for the diagnostic charge and ELCO will work with Mr [redacted] on any issues found during his visitThank you for bringing his concerns to our attention and we look forward to seeing Mr [redacted] soon

Initial Business Response / [redacted] (1000, 7, 2015/09/14) */ We contacted the customer todayWe immediately replied to his original email but our response was sent to his spam folderHe already received the check but did not inform Revdex.com

They called me and had me bring my car inThey've resolved the issue to my satisfaction

Complaint: [redacted] I am rejecting this response because: I do not plan to pay any out of pocket expenses for this matter Sincerely, [redacted]

Complaint: ***
I am rejecting this response because: I was originally willing to accept a full refund of the purchase price of the warranty plus interest on the financed amount and was lied to multiple times and misled about the "check being in the mail" for over a year.Why the deception? Why the fraud or utter incompetence? I simply don't understand the finance manager *** repeatedly lying to me.I was very patient, more than patientI told the dealership I was going to sue in small claims court for 5k around Nov and was still ignoredIt wasn't until after I filed the complaint with the Revdex.com that finally they sent a check but didn't even have the common courtesy to tell myself or my mother about itMy mother is years old and this has caused enormous undue stress and aggravation on herNo personal apology from the GM or finance to her or to me? They got caught with their hand in the cookie jar and now after months they decide to pay but only because I wrote to the Revdex.com and what about the countless hours I have spent dealing with this? We spend months calling them, writing them, calling the bank over and over and over again only to be told by the bank each time that no check has been receivedWhy should I settle now for what should have been done months ago? Why should we not be compensated for the deceit and for the months of having to deal with this?
Sincerely,
*** ***

Thank you for bringing the concerns of Mr*** to our attention. The new engine that was installed in his Corvette was not done by ELCO, and this does not appear on the Carfax report. A new engine also does not diminish the performance or value of the vehicle. If Mr
*** is still dissatisfied with a new engine in his car, he is welcome to see our sales department so we can evaluate a fair traprice for his vehicle

We are sorry that Ms*** was not completely satisfied with her experience at ELCO. Our goal each day is to make sure the customer experience is the best at our dealership and we work hard to ensure our Service Advisors make that experience happen. Ms*** received an oil
change and a tire rotation, and it is common that the tire monitor light comes on after that type of service. We offered to go to her home or workplace and reset the tire monitor, but received no response. We also called Ms*** several times but were unable to contact her. This offer still stands; Ms*** only needs to contact us and we will reset this for her. Thank you for bringing her concerns to our attention

Thank you for bringing the concerns of Mr*** to our attention. As mentioned by the customer, he purchased the vehicle "as-is" and it was a 1995 model vehicle. ELCO believes it is very fair to offer him 1,to fix the transmission, as we are under no obligation to extend any
compensation. We would like to continue doing business with Mr***, and we feel that giving him $1,towards the repair is a generous extension

Initial Business Response /* (1000, 6, 2015/09/16) */
We are very sorry that Mr*** has encountered so many problems with his Chevy vehicleWe strive to provide excellent customer service to all our customers, and we make every effort fix vehicles right the first timeWe also make
sure that all our Service Technicians are GM and ASE certified, so every vehicle is given the professional level of care and attention that is expected of our customersFor Mr***, the Service Manager looked into his repair order historyThe check engine lights have been different codes, which means it has not been the same problem each timeHis vehicle has over 100,miles on it, so problems may continue to arise that are out of our controlAs for a resolution, we cannot make all of his needed repairs free of charge, but we would like to conduct a complete diagnostic of Mr***'s vehicle, at no cost to himWe welcome the opportunity to make things right for Mr***, and we hope that he takes our offer to see him againThank you for bringing this matter to our attention

Initial Business Response /* (1000, 5, 2015/12/02) */
We agreed to have the key fobs fixed and took them to a third-party vendor which repairs these for usThis vendor said the key fob could not be reset due to the original owner having tampering with the factory settingsThe salesperson
explained this to Ms*** and we agreed to fix some dings and scratches on the vehicle at no cost in exchange for not being able to complete the key fob repairWe believe this is a reasonable arrangement and we hope we can continue to do business with Ms*** in the future