Encyclopedia Britannica

McCluskey Chevrolet extends our sincere apologies for the oversight in continuing to contact Mr [redacted] after he had requested no further contact We have taken the necessary action(s) within our current database files of current and potential customers to ensure that any internal staff member who might view the contact information for Mr [redacted] is aware of his has request for no further contact attempts - via email, phone call, or text messaging to Mr*** Again, please accept our apologies, there should be no further communications from McCluskey Chevrolet for Mr***

[redacted] would be very pleased to sell a vehicle to the [redacted] 's, and we'd like to do this just as much as they would like to find exactly what they're looking for - on their terms and conditions.Unfortunately, [redacted] is NOT in the driver's seat when it comes to the approval itself, the lender isThe lender makes the decision about how much they will approve, for what term, and at what interest rate As we know, this is always based on a variety of factors a lender considers when making a determination as to whether or not to grant the loan, and the conditions of the loanWe have made every attempt with our large and varied lender base to get the best approval possible for the [redacted] 's We have, once again, re-visited the approval(s) we had obtained for them, and yes, the most recent Product Specialist that made contact with them did indicate that "he was in a position to offer things other salesmen cannot offer to rectify the situation." We re-visited their particular situation because every single customer, and potential customer, is important to [redacted] , and we will always do whatever is possible/necessary, in an attempt to secure a satisfactory resolution on the customer's behalfWhen this particular Product Specialist informed the [redacted] 's about was the fact that we were willing to sell to them, at our cost, a late model, low mileage (that would receive our free, exclusive Lifetime Mechanical Protection as well), [redacted] (larger vehicle), in an effort to assist the [redacted] , and to do something special for themThey were unwilling to consider a vehicle and only an SUVThe [redacted] 's have limited themselves on what they could purchase/get an approval for as wellA downpayment (which they do not want to do), or increasing their own monthly budget to absorb a higher vehicle payment, could possibly make an SUV work from a lender approval standpointWith the current situation as described, we cannot, and did not, receive an approval from any of our lenders for an SUV with the parameters that they set forthWe did receive an approval for an SUV (new), but the payments were higher than what they were willing to consider - again, the lender determined the payment, not [redacted] There is nothing more that [redacted] can do to assist these customers since we do not have an approval for them that is satisfactory to them, nor do we currently have an SUV in our inventory that would work - for all the reasons stated in this responseThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Here are some additional notes to the dealership response:the response from the dealership does not address the mileage put on my car while the dealership had the car for weeks almost milesthe seat was not broken when left at the dealership on July 21, [redacted] the dealerships service adviser admitted this when I asked her if the seat was broken when she drove the vehicle home[redacted] stating I have hung on the steering column and the way I get in and out of the vehicle has broken both the steering column and the seat are presumptuousI don't know this man, he made this assumption because I am a larger person, he would not even speak to me directly when I visited the dealership I don't believe he has spent enough time with me to make such an assumption based on my sizeHowever, this vehicle is one of four vehicles I own, this one being the newest and the one with the least amount of milesI do not nor do I need to hang on to the wheel and I am able to get in and out of the vehicle on my own powerTwo of my other vehicles are trucks, one is a 4xwith 225,miles on it years old never had seat or steering issues, if I needed to hang onto a steering column this on would be a candidateMy other truck has 108,miles years old no steering or seat issuesI also have a year old Trans Am with no steering or seat issuesThe vehicle was driven miles from the day I picked it up from McCluskey in Aug till it became undrivable in NovI have attached copies of the photos of my dashboard the day in July first issue, and in Augwhen I picked up the vehicle.my timeline again: / [redacted] Style Definitions */ One Saturday in June stopped by McCluskey Chevrolet service department, after I had seen the news reports listing the recalls and the vehicles involvedAfter some difficulty finding someone to help me I was told my car did not have any recalls July 9, - Called McCluskey Chevrolet to make appointment to have car looked at, service advisor who answered phone cannot find my VIN number, argues with me, have you ever been here? This after my several calls to GM call center regarding recalls, advised me to make appointment with the dealershipCalled GM customer service center back when dealership could not help me, they will made me an appointment and called me backAppointment made for Monday July Every call to the dealership and to the GM Service Center I indicated I did not feel safe driving the vehicle, the steering felt out of control July - driving to work on Fields Ertel RdAlmost to work, after stopping for road work, started up merged left when it was my turn to go, heard and felt a clunkOn the radio display Power Steering was now displayed and the mechanics symbol illuminated on the dashboardI no longer had power steering at this point, got on the phone to McCluskey Chevrolet explained what just happened and told them I had an appointment on Monday for this, I was placed on hold and after minutes I disconnected the call to go into work as I had now arrived in our parking lotI called the GM Service center on my break, they told me they would call the dealership, have my car towed and get me a rental carAt pm I called the dealership again after playing phone tag with [redacted] , only after once again recounting my experience with the dealership to this point did she agree to tow my vehicle she told me to get it there and they would look at it on MondayWhen the tow truck arrived the vehicle acted fine, luckily I had taken a photo of the dashboard showing the message and the mileage July - Went to McCluskey Chevrolet showed them the photos of the dashboard, gave all the details againWas given a loaner vehicle to use after spending 1/hours at the dealership July 28- McCluskey is unable to duplicate trouble with car, they do not have parts anyway [redacted] informs me they will continue to try by driving the car Aug- Arrived at dealership to picar after [redacted] called left VM car is readyWhen we arrived [redacted] told us there is a problem, they have put in non-approved GM parts, in order to be paid they need to take those parts out and put in approved GM parts for recall to be paidShe said why don't you drive the car make sure it seems okay while you are hereWhen the pulled the car up for us to drive I noticed the passenger rear quarter of the car was damaged, the gentleman that pulled the car up went in and got [redacted] , she agreed the car did not have that damage on it when I brought it in, she said this is fresh you can see it and feel itWe left the car to have the parts changed out and for it to go to the body shop Aug- Returned to pick up car, passenger side lower front bumper is now damaged exactly the same way the rear quarter was damagedI refused to take the car, [redacted] told me they had sold the loaner car I was using, and they needed it back I could bring my car backAfter all that had happened we were not comfortable with that Aug- Picked up Malibu from the body shop, I did not receive any paperwork on what work was completed on my carI tried to adjust my seat before leaving the lot, however I had to get to a meeting at workI continue to attempt to adjust the seat while driving, realize it is broken call the body shop back within minof leaving the lot, he wanted me to come back I had to get to work, while on the phone with the gentleman from the body shop I went around a corner and I am thrown into the doorHe indicated they did not usually move people’s seats, "we usually just cram into where the seat is"I went back to the dealership as soon as I got out workWaited for service to look at the seat, yes they confirmed the seat is broken, however they could do nothing there was no one there at that time that could authorize anything Aug- Left a message for [redacted] and the manager I spoke to the day before in the body shopAfter several calls spoke to [redacted] , had to go into the dealership yet again and speak to [redacted] *** Sept- Due to my work schedule and [redacted] ***'s not being compatible, I work 8am to 5:and he works 9-this was the first day I could stop by the dealership for him to look at the car as he requestedAt this time my husband and I showed him how the seat is broken after he stated they could not have done itI informed him that they most certainly could have, they had my car for weeks, put almost miles on it, completely changed all my setting and my rear seatHe then told [redacted] to get me a new seat frame, never speaking to me directly or looking at me Sept., Oct., and in NovI made several calls, left messages for [redacted] looking for an updateDid speak to her once in that time, she indicated they were looking for a seat frameDuring this time I thought the steering slowly started feeling loose, my mother was in the hospital the majority of this time, therefore the care was not driven as much as it would have normally been, and is not a lot as the car only has just over 60,in years In Octreceived the recall letter again, dealerships now have parts, take your vehicle in and have the repair completedIf this was done in August why did I just receive a letter? The letter explained what happens to the vehicle when the part fails, it described what had happened to me exactly at the time the power steering stopped working and the mechanics light and power steering lights illuminated on the dashboard Nov 27, while my husband was driving the car the power steering would not work again, making a turn at slow speed the car would not respond and acted as if he had his foot on the brake and the accelerator at the same time, as if he was power braking, the car would not move, Then it did move, as he then pulled on to our street the car repeated the same actions or inaction as it had a few minutes earlierHe came in the house and indicated the car was not drivable, completely unsafe Nov called GM customer service again, spent another hour on the phone, someone will call me back Deccalled McCluskey Chevrolet left message, called GM customer service left messageI am left without a vehicle to driveNo one called me back Deccalled McCluskey and GM Service center again, spoke with [redacted] at GM, my advisor [redacted] is out of the officeAfter another hour and a half on the phone, GM will not agree to get me a rental car, they do agree to tow the vehicle to a dealership other than McCluskey to complete the recall, and the car is towed to [redacted] BuickAs a side note, the tow company is now trying to charge me for this tow Dec [redacted] Buick calls me and tells me the recalls are not the issue and cannot be completed until the steering column issue is fixed, this will cost over $and will be a used piece due to the fact it is no longer manufacturedI have a real issue with this, I have not driven the car very many miles since the car spent a month at McCluskey ChevroletThe car had miles on July 18th the day the car was towed to McCluskey Chevrolet, on August 22nd the morning after I picked up the car from McCluskey Chevrolet the car has The car became un-drivable with miles Dec4th [redacted] from McCluskey Chevrolet calls me listens to the entire store, tells me [redacted] is on vacation, she will do some leg work, check out what is going on, if I will give her a few days she will see what she can doI wait a week, call her back, receive a message back she has turned it over to [redacted] *** During the Month of December, played phone tag with [redacted] senior advisor at GM, phone tag with [redacted] ***Spoke with ***, [redacted] and another Gentleman at [redacted] Buick several times, I was told [redacted] would fix my seatHowever, [redacted] ***, the [redacted] representative and the local GM representative had decided they had no other liabilityAt this point my GM representative asked me for a time line of events which I faxed to her with copies of the photos I had taken since they do not have emailThe last I heard was it had been escalated internally When I did finally speak to [redacted] he did say he would fix my seat although there was no way they broke my seatAll I had done was cost him money, he never got paid for the work he did to my car, what work? The car never had the recalls completed even though they had the vehicle for over a month and damaged it while they had it, body shop twice and the seat [redacted] talks over me the entire time is very condescending, tells me I put miles on the car since I picked it up, I haven’t I have photos to prove itHow is this person head of customer service in the Service department he doesn’t know the first thing about customer service? Now I have another GM service advisor, what happened to ***? [redacted] the new advisor has no idea what the history is on my case, I have only spoke to her twice, last time I asked for a supervisorThe last message I receive from [redacted] was the case had been escalated, [redacted] didn’t know what I was talking about Feb1stI still do not have a working car An added note I have a receipt the power steering was replaced in under a recall/warranty and then again the power steering was repaired in with GM paying half we paid half due to the low miles on the vehicle [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

Our Service Manager has conducted a thorough research of the customer's complaint, and has determined that the vehicle came in on July 21, with a steering issueAt that current time, General Motors had a preliminary recall out for this problem, but at that time, we did not have the parts to perform this repairWe were instructed by General Motors to replace a specific part to make the car safe and able to be driven, but it was not the official part that would be replaced under the recallWe replaced the part as instructed to make the vehicle safe, and able to be drivenThe vehicle was damaged while sitting on our lotIt was sent to our Body Shop to be repairedThe customer picked the vehicle up and then called back, stating that the Body Shop had damaged the seatOur Service Manager, [redacted] ***, had the customer come back into the dealership so he could examine the seatHe looked at the seat, and determined that the damage was not caused while the vehicle was in our possessionAfter multiple conversations, Mr [redacted] agreed to replace the seat frame as a measure of McCluskey Chevrolet's customer goodwillDue to the age of the vehicle, it took several weeks, if not months, to locate a seat frameIn the meantime, the vehicle was towed to [redacted] Buick for a steering concernAs a result of that visit, it was determined that the problem was a broken support that holds the steering column in placeMr [redacted] personally went to [redacted] Buick to view the vehicle, and it was determined that the broken part referenced has/had nothing to do with any repair that McCluskey Chevrolet performed on this vehicleThe customer was informed that McCluskey Chevrolet was not paying to repair the broken steering part, and General Motors/Chevrolet also informed the customer that they would not be making any type of payment for this repair as wellIt appears that both the seat damage, as well as the steering damage are a result of how the customer is entering and exiting the vehicle - that being using the steering column as a support to pull themselves in and out of the vehicle itself

Revdex.com: I spoke to [redacted] a week or so ago, I have included the receipt showing the 1st time the steering was replaced / repaired on recall in I have spoke to the current mechanic he is willing to make a statement regarding the vehicle, I know he has been busy, he is an independent business man and member of the Revdex.comCould you contact him directly? I still have to contact GM directly for the repair work done in on the steering they agreed to go half on due to the low milesI am only weeks post op and have not been up to doing a lot I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Regards, [redacted] [redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]In the letter sent from the business they are correct they did have a sales personnel contact us and we did speak with him regarding our experience with *** and explained to him in detail just as we have done since the first initial appointment, our income , situation etcDuring the first phone call *** stated he was told to make this right and to try to help us have a better experience with ***I told *** I appreciate the phone call and attempt to rectify the situationI proceeded to tell *** what we were looking for and the type of car we wanted, he called me back and basically said that because of our limited situation that we would have to settle for something less than we were looking forHe tried to talk us into vehicles he thought would be a good fit, but from the beginning, we told him what we were looking for he was sure he could figure something out and in the end again we were not able to come to a reasonable resolutionFrom day one we were very clear on what we wanted and were very forth coming of our situation i.e income, credit etcand were told they could get us into an SUV that would fit into the monthly price range we were looking to be inAfter speaking with *** he was told up front what we were looking for and monthly price range we wanted to stay in, he assured me he would be able to make something work that and I quote " he was in a position to offer things other sales men can not offer to rectify the situation" While we greatly appreciate the effort they have put into attempting to resolve this matter *** seemed to get frustrated when we did not just jump on his first offerHe kept telling us he was limited on what he could do and he was "absolutely sure" there was no way for us to get into an SUV and we would have to settle for a car and it would have to be a specific car to fit all the parameters of the loanWe totally understand there are guidelines and qualifications for every loan , and I also asked *** to check there inventory to see what cars SUV etc they have that would work within the parameters of the loan, he proceeded to tell us "that is not how he typically works he wants the customer to come in and pick a vechile they will be ***% satisfied with and proceed from there" I told him that there is no way we will be ***% satisfied because we will not be in a SUV, and I would like to know what types of cars we would qualify for before driving out there again with fear of being mislead againCompanies should not be able to tell customers prices and quote them until they are ***% certain that they can uphold those pricesWe totally understand that loans and qualifications will change things at times, but the sales rep should tell you up front that the quote is just and estimate, until loan approval is finalizedAt this time the only way we will feel that *** has rectified this experience is if they in fact uphold THEIR original word and sales man quote of putting us into an SUV with a monthly payment no more than *** a monthWe feel that is only reasonable, given that we spoke with the sales men SEVERAL times prior to coming out for the original appointment and were told they could DEFINITELY get us into and SUV around our price range.
Regards,
*** *** *** ***

After researching and reviewing Mr***'s complaint, McCluskey Chevrolet is reimbursing Mr*** for his out of pocket expenses pertaining to the repairs on the vehicle purchased, in the amount of $777.39 - as a measure of customer goodwill from McCluskey Chevrolet

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
We as consumers just feel like once again we were told ,their company could do something that they never could keep their word on. Guess the old saying is true, buyer beware.They did offer us a car, off their lot, but it was only one car no choices it was "this car or nothing " kind of deal.That's not customer service. [redacted]

McCluskey Chevrolet sincerely apologizes for any unwanted mail that this customer has received in the past from McCluskey, and their difficulty in reaching someone at our dealership that could assist them in this regard. Immediately upon receipt of the complaint, we have contacted any outside...

marketing companies that are utilized regarding our mailers, and have informed them to unsubscribe [redacted] and his family from receiving any future correspondence from us.
I called and left a message for [redacted] to call me back and let me know what exactly he had received so I could determine if it was mail that was sent directly from McCluskey Chevrolet, or General Motors, as he has been a past GM customer, but did not receive a return phone call.  In an effort to resolve this matter, I called again recently, and spoke with his wife. I informed her that I had addressed our personalized McCluskey mailers which they should no longer receive, and also informed her that they may in the future, receive something directly from General Motors. She informed me that if they did, they would address that individually with General Motors. She also stated that they were content with the fact that we have removed them from McCluskey's future direct mailings to them.
[redacted] was very pleasant and cordial to speak with, and I gave her my personal, direct phone number and name in the event that I could EVER assist their family in any way - whether it was vehicle related, or a complaint of any nature - and that I would be more than happy to speak with them and help them in any way that I could.

McCluskey Chevrolet extends our sincere apologies for the oversight in continuing to contact Mr. [redacted] after he had requested no further contact.  We have taken the necessary action(s) within our current database files of current and potential customers to ensure that any internal...

staff member who might view the contact information for Mr. [redacted] is aware of his has request for no further contact attempts - via email, phone call, or text messaging to Mr. [redacted].
Again, please accept our apologies, there should be no further communications from McCluskey Chevrolet for Mr. [redacted].

McCluskey Chevrolet has spoken with [redacted] and has agreed, as a gesture of customer goodwill, to install the back-up camera that he's indicating is necessary on his vehicle. We will be absorbing the cost of this back-up camera for him at our cost, not his. Additionally, on this date, and after...

a telephone conversation with [redacted], he has been sent/provided a copy of the paperwork he signed at the time of delivery, which reflects that the cash down payment he references of $646.43 was applied to his vehicle loan.McCluskey Chevrolet had indication from [redacted] that these were the only outstanding issues that he wanted resolved, and we have complied.

RESPONSE TO Revdex.com 2ND COMPLAINT (COMMENTS) FROM [redacted], COMPLAINT ID: [redacted]   In response to the second complaint, it is again McCluskey Chevrolet, and Chevrolet Motor Division’s opinion that the problem with Ms. [redacted]’ vehicle has nothing to do with any past repair or current recall. In order to perform the recalls, and fix the seat, the vehicle needs to be in drivable condition. Chevrolet Motor Division, nor McCluskey Chevrolet, is going to pay for the repairs on this vehicle. The vehicle is 11 years old, and out of warranty by 8 years. In the event the customer fixes the steering issue, McCluskey Chevrolet would be happy to perform the open recalls and repair the seat.

Our Service Manager has conducted a thorough research of the customer's complaint, and has determined that the vehicle came in on July 21, 2014 with a steering issue. At that current time, General Motors had a preliminary recall out for this problem, but at that time, we did not have the parts to...

perform this repair. We were instructed by General Motors to replace a specific part to make the car safe and able to be driven, but it was not the official part that would be replaced under the recall. We replaced the part as instructed to make the vehicle safe, and able to be driven. The vehicle was damaged while sitting on our lot. It was sent to our Body Shop to be repaired. The customer picked the vehicle up and then called back, stating that the Body Shop had damaged the seat. Our Service Manager, [redacted], had the customer come back into the dealership so he could examine the seat. He looked at the seat, and determined that the damage was not caused while the vehicle was in our possession. After multiple conversations, Mr. [redacted] agreed to replace the seat frame as a measure of McCluskey Chevrolet's customer goodwill. Due to the age of the vehicle, it took several weeks, if not months, to locate a seat frame. In the meantime, the vehicle was towed to [redacted] Buick for a steering concern. As a result of that visit, it was determined that the problem was a broken support that  holds the steering column in place. Mr. [redacted] personally went to [redacted] Buick to view the vehicle, and it was determined that the broken part referenced has/had nothing to do with any repair that McCluskey Chevrolet performed on this vehicle. The customer was informed that McCluskey Chevrolet was not paying to repair the broken steering part, and General Motors/Chevrolet also informed the customer that they would not be making any type of payment for this repair as well. It appears that both the seat damage, as well as the steering damage are a result of how the customer is entering and exiting the vehicle - that being using the steering column as a support to pull themselves in and out of the vehicle itself.

Revdex.com:
I spoke to [redacted] a week or so ago, I have included the receipt showing the 1st time the steering was replaced / repaired on recall in 2005. I have spoke to the current mechanic he is willing to make a statement regarding the vehicle, I know he has been busy, he is an independent business man and member of the Revdex.com. Could you contact him directly? I still have to contact GM directly for the repair work done in 2009 on the steering they agreed to go half on due to the low miles. I am only 2 weeks post op and have not been up to doing a lot.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

At the beginning of the customers statement of the problem, they indicate that they had/have not received the $[redacted] gas card that they were promised. I'm certain that this was an oversight on our part, and I am personally mailing them out their $[redacted] gift card immediately. I will also make sure...

that our service department has the name(s) of these customers to credit them with an oil change which can be performed at either our [redacted] location, or our service department on Reading Road. Mr. & Mrs. [redacted] looked at several vehicles that they were interested in possibly purchasing. and as attested to in their statement, they increased the monthly payment amount that they would be willing to pay (for a vehicle that they really liked), from $[redacted] per month to $[redacted] per month. Their initial Product Specialist was verbally indicating a payment range to them when he spoke to them about their specific vehicle of interest, (based upon their credit bureau information that is pulled up at the time of their visit to our dealership by our Desk Manager's), and of course, that Product Specialist wouldn't know the exact payment amount until the collateral (the vehicle), was actually submitted over to our lender(s) base for a final approval. The lender(s) approval and the condition(s) of the potential loan, is not in the control of [redacted], nor any of Product Specialist, and that aspecet is determined solely by the lender(s) as to what amount they will loan, as well as the terms/conditions of the loan, including the payment amount. Lenders base their decision on a variety of factors such as, (but not limited to); the credit score & history, current & type of current income, length of time on job, any past repossession's, etc. It is normal and customary for a dealership to submit a customers credit application over to multiple lenders (unless they have stellar credit, and then it usually isn't necessary), to get an actual approval, as well as the best rate and terms for the customer. Credit isn't "hit hard" when a customer is shopping for a car loan. Lenders realize that when a potential customer is shopping for a vehicle that they will have a situation such as described by the [redacted]'s (letters from multiple dealers about their application for a vehicle loan). It's when a customer doesn't go ahead with a vehicle loan within a reasonable time frame, and then starts the process all over again at a later date shopping for vehicle loan once again, that from a credit standpoint, could contribute to a lower credit score for a customer.[redacted] values this customer, and would love to continue to do business with them, and provide them with their vehicle of choice. At this time, and as of this writing, I am going to have a Product Specialist within our VIP department, attempt to contact the [redacted]'s in an effort to schedule a convenient day/time for them to come back into our dealership to determine if there are any other vehicles in our inventory at that time, that they would be willing to consider, and to finalize the vehicle purchase process for them.

[A default letter...

is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. 
Regards,
[redacted] [redacted]

[redacted] would be very pleased to sell a vehicle to the [redacted]'s, and we'd like to do this just as much as they would like to find exactly what they're looking for - on their terms and conditions.Unfortunately, [redacted] is NOT in the driver's seat when it comes to the approval itself, the lender is. The lender makes the decision about how much they will approve, for what term, and at what interest rate.  As we know, this is always based on a variety of factors a lender considers when making a determination as to whether or not to grant the loan, and the conditions of the loan. We have made every attempt with our large and varied lender base to get the best approval possible for the [redacted]'s.  We have, once again, re-visited the approval(s) we had obtained for them, and yes, the most recent Product Specialist that made contact with them did indicate that "he was in a position to offer things other salesmen cannot offer to rectify the situation." We re-visited their particular situation because every single customer, and potential customer, is important to [redacted], and we will always do whatever is possible/necessary, in an attempt to secure a satisfactory resolution on the customer's behalf. When this particular Product Specialist informed the [redacted]'s about was the fact that we were willing to sell to them, at our cost, a late model, low mileage (that would receive our free, exclusive Lifetime Mechanical Protection as well), [redacted] (larger vehicle), in an effort to assist the [redacted], and to do something special for them. They were unwilling to consider a vehicle and only an SUV. The [redacted]'s have limited themselves on what they could purchase/get an approval for as well. A downpayment (which they do not want to do), or increasing their own monthly budget to absorb a higher vehicle payment, could possibly make an SUV work from a lender approval standpoint. With the current situation as described, we cannot, and did not, receive an approval from any of our lenders for an SUV with the parameters that they set forth. We did receive an approval for an SUV (new), but the payments were higher than what they were willing to consider - again, the lender determined the payment, not [redacted]. There is nothing more that [redacted] can do to assist these customers since we do not have an approval for them that is satisfactory to them, nor do we currently have an SUV in our inventory that would work - for all the reasons stated in this response. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Here are some additional notes to the dealership response:the response from the dealership does not address the mileage put on my car while the dealership had the car for weeks almost milesthe seat was not broken when left at the dealership on July 21, [redacted] the dealerships service adviser admitted this when I asked her if the seat was broken when she drove the vehicle home.[redacted] stating I have hung on the steering column and the way I get in and out of the vehicle has broken both the steering column and the seat are presumptuousI don't know this man, he made this assumption because I am a larger person, he would not even speak to me directly when I visited the dealership I don't believe he has spent enough time with me to make such an assumption based on my sizeHowever, this vehicle is one of four vehicles I own, this one being the newest and the one with the least amount of milesI do not nor do I need to hang on to the wheel and I am able to get in and out of the vehicle on my own powerTwo of my other vehicles are trucks, one is a 4xwith 225,miles on it years old never had seat or steering issues, if I needed to hang onto a steering column this on would be a candidateMy other truck has 108,miles years old no steering or seat issuesI also have a year old Trans Am with no steering or seat issues. The vehicle was driven miles from the day I picked it up from McCluskey in Aug till it became undrivable in NovI have attached copies of the photos of my dashboard the day in July first issue, and in Augwhen I picked up the vehicle.my timeline again:
One Saturday in June stopped by McCluskey Chevrolet service
department, after I had seen the news reports listing the recalls and the
vehicles involvedAfter some difficulty finding someone to help me I was told
my car did not have any recalls
July 9, - Called McCluskey Chevrolet to make appointment to
have car looked at, service advisor who answered phone cannot find my VIN
number, argues with me, have you ever been here? This after my several calls to
GM call center regarding recalls, advised me to make appointment with the
dealershipCalled GM customer service center back when dealership could not
help me, they will made me an appointment and called me backAppointment made
for Monday July Every call to the dealership and to the GM Service Center I
indicated I did not feel safe driving the vehicle, the steering felt out of
control
July - driving to work on Fields Ertel RdAlmost to work,
after stopping for road work, started up merged left when it was my turn to go,
heard and felt a clunkOn the radio display Power Steering was now displayed
and the mechanics symbol illuminated on the dashboardI no longer had power
steering at this point, got on the phone to McCluskey Chevrolet explained what
just happened and told them I had an appointment on Monday for this, I was
placed on hold and after minutes I disconnected the call to go into work as
I had now arrived in our parking lotI called the GM Service center on my
break, they told me they would call the dealership, have my car towed and get
me a rental carAt pm I called the dealership again after playing phone tag
with [redacted], only after once again recounting my experience with the
dealership to this point did she agree to tow my vehicle she told me to get it
there and they would look at it on MondayWhen the tow truck arrived the
vehicle acted fine, luckily I had taken a photo of the dashboard showing the
message and the mileage
July - Went to McCluskey Chevrolet showed them the photos of
the dashboard, gave all the details againWas given a loaner vehicle to use
after spending 1/hours at the dealership
July 28- McCluskey is unable to duplicate trouble with car, they
do not have parts anyway[redacted] informs me they will continue to try by
driving the car
Aug- Arrived at dealership to picar after [redacted] called
left VM car is readyWhen we arrived [redacted] told us there is a problem, they
have put in non-approved GM parts, in order to be paid they need to take those
parts out and put in approved GM parts for recall to be paidShe said why
don't you drive the car make sure it seems okay while you are hereWhen the
pulled the car up for us to drive I noticed the passenger rear quarter of the
car was damaged, the gentleman that pulled the car up went in and got [redacted],
she agreed the car did not have that damage on it when I brought it in, she
said this is fresh you can see it and feel itWe left the car to have the
parts changed out and for it to go to the body shop
Aug- Returned to pick up car, passenger side lower front
bumper is now damaged exactly the same way the rear quarter was damagedI
refused to take the car, [redacted] told me they had sold the loaner car I was
using, and they needed it back I could bring my car backAfter all that had
happened we were not comfortable with that
Aug- Picked up Malibu from the body shop, I did not receive
any paperwork on what work was completed on my carI tried to adjust my seat
before leaving the lot, however I had to get to a meeting at workI continue
to attempt to adjust the seat while driving, realize it is broken call the body
shop back within minof leaving the lot, he wanted me to come back I had to
get to work, while on the phone with the gentleman from the body shop I went
around a corner and I am thrown into the doorHe indicated they did not
usually move people's seats, "we usually just cram into where the seat
is"I went back to the dealership as soon as I got out workWaited for
service to look at the seat, yes they confirmed the seat is broken, however
they could do nothing there was no one there at that time that could authorize
anything
Aug- Left a message for [redacted] and the manager I spoke to
the day before in the body shopAfter several calls spoke to [redacted], had to
go into the dealership yet again and speak to [redacted]
Sept- Due to my work schedule and [redacted]'s not being
compatible, I work 8am to 5:and he works 9-this was the first day I could
stop by the dealership for him to look at the car as he requestedAt this time
my husband and I showed him how the seat is broken after he stated they could
not have done itI informed him that they most certainly could have, they had
my car for weeks, put almost miles on it, completely changed all my
setting and my rear seatHe then told [redacted] to get me a new seat frame,
never speaking to me directly or looking at me
Sept.,
Oct., and in NovI made several calls, left messages for [redacted]
looking for an updateDid speak to her once in that time, she indicated they
were looking for a seat frameDuring this time I thought the steering slowly
started feeling loose, my mother was in the hospital the majority of this time,
therefore the care was not driven as much as it would have normally been, and
is not a lot as the car only has just over 60,in years
In
Octreceived the recall letter again, dealerships now have parts, take your
vehicle in and have the repair completedIf this was done in August why did I
just receive a letter? The letter explained what happens to the vehicle when
the part fails, it described what had happened to me exactly at the time
the power steering stopped working and the mechanics light and power steering
lights illuminated on the dashboard
Nov
27, while my husband was driving the car the power steering would not work
again, making a turn at slow speed the car would not respond and acted as if he
had his foot on the brake and the accelerator at the same time, as if he was
power braking, the car would not move, Then it did move, as he then pulled on
to our street the car repeated the same actions or inaction as it had a few
minutes earlierHe came in the house and indicated the car was not drivable,
completely unsafe
Nov
called GM customer service again, spent another hour on the phone, someone
will call me back
Deccalled McCluskey Chevrolet left message, called GM
customer service left messageI am left without a vehicle to driveNo one
called me back
Deccalled McCluskey and GM Service center again, spoke
with [redacted] at GM, my advisor [redacted] is out of the officeAfter another hour and a
half on the phone, GM will not agree to get me a rental car, they do agree to
tow the vehicle to a dealership other than McCluskey to complete the recall,
and the car is towed to [redacted] BuickAs a side note, the tow company is
now trying to charge me for this tow
Dec[redacted] Buick calls me and tells me the recalls
are not the issue and cannot be completed until the steering column issue is
fixed, this will cost over $and will be a used piece due to the fact it is
no longer manufacturedI have a real issue with this, I have not driven the
car very many miles since the car spent a month at McCluskey ChevroletThe car
had miles on July 18th the day the car was towed to McCluskey
Chevrolet, on August 22nd the morning after I picked up the car from McCluskey
Chevrolet the car has The car became un-drivable with miles
Dec4th [redacted] from McCluskey Chevrolet
calls me listens to the entire store, tells me [redacted] is on vacation, she
will do some leg work, check out what is going on, if I will give her a few
days she will see what she can doI wait a week, call her back, receive a
message back she has turned it over to [redacted]
During the Month of December, played phone tag with [redacted]
senior advisor at GM, phone tag with [redacted]Spoke with [redacted] and
another Gentleman at [redacted] Buick several times, I was told [redacted] would
fix my seatHowever, [redacted], the [redacted] representative and the local GM
representative had decided they had no other liabilityAt this point my GM
representative asked me for a time line of events which I faxed to her with
copies of the photos I had taken since they do not have emailThe last I heard
was it had been escalated internally
When I did finally speak to [redacted] he did say he would fix
my seat although there was no way they broke my seatAll I had done was cost
him money, he never got paid for the work he did to my car, what work? The car
never had the recalls completed even though they had the vehicle for over a
month and damaged it while they had it, body shop twice and the seat[redacted]
talks over me the entire time is very condescending, tells me I put miles
on the car since I picked it up, I haven't I have photos to prove itHow is
this person head of customer service in the Service department he doesn't know
the first thing about customer service?
Now I have another GM service advisor, what happened to [redacted] the new advisor has no idea what the history is on my case, I have
only spoke to her twice, last time I asked for a supervisorThe last message I
receive from [redacted] was the case had been escalated, [redacted] didn't know what I
was talking about
Feb1stI still do not have a working car
An added note I have a receipt the power steering was
replaced in under a recall/warranty and then again the power steering was
repaired in with GM paying half we paid half due to the low miles on the
vehicle
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]