E&S Quality Dress Shop

I have reviewed this customer’s comments on our response to his initial complaintI have nothing further to add to our initial response.To recap, this customer, a commercial landscape company, initially contacted a third party repair facility to diagnose a problem with their diesel engineThe customer then directed us to replace the turbo vane sensorWe confirmed the diagnosis and also consulted General Motors technical assistanceGM advises the control solenoid be replaced when replacing the turbo vane sensorThe customer agreed to the additional repairAfter the repairs were completed, the “check engine” light remained illuminated until the engine reached operating temperatureWe advised the customer the turbo needs to be replaced, due to carbon build-up, or the engine must reach operating temperature for the light to go outThe engine runs fine at operating temperatureThe customer stated the third party repair facility also mentioned the turbo may need to be replacedOur service manager, with a witness present at all times, did not raise his voice or threaten this customer at any time

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] Unfortunately this year long dispute is the direct result of negligence of the salesman not properly extending the curticy of time to explain the initial cost before financing furthermore there was no price sticker on this vehicle for me to seeAfter my review of the charges inspite of my credit score I researched the average fair price of same vehicles to be at least $2,less than the submitted cost to finance my vehicleI agree that the amount of refund should be equated to the over-charge of $21,In my research of the Ohio Consumers Sales Acts, I believe that this Unconscionable Sale Act did occur, code I thank you for your time and attention to my request and hope for reasonable acceptable resolutionThank you [redacted]

This customer had her vehicle's coolant system flushed at our dealership October 30, 2014. Our next service records show a return visit June, 2015 with a failed coolant level sensor. She has an after-market warranty that will only cover the repair if performed by the dealer where she purchased the... car and the warranty. She has a $50 deductible with her warranty which she asked that we pay. We agreed to pay the $50 as a customer accommodation.We did not work on her car in the area where the air intake duct is located. The air intake duct is normally broken in the winter by running into a snow bank. The other dealer where she purchased the vehicle agreed.It is my understanding this customer is satisfied with our resolution of paying her deductible.

In order to comply with Federal regulations regarding safeguarding of non-public customer information, our salespeople do not have access to customer non-public information, i.e. credit reports, credit scores, payment history, etc. The salesperson discusses the basic sales price, $21890.00 in this... case. The balance of the transaction (financing, payments, interest rates, additional products, etc.) is handled by a finance manager with access to that non-public customer information.The BBB is the third consumer agency contacted by this customer with essentially the same complaint. I have attached the complaints together with our response. Neither agency found fault with the transaction.

[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.]
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.Thank you for your response In Lally's response, they referenced several times that a third party diagnosed the problem; however, this is completely false It is true that I had a third party scan (and not diagnose) the truck to get an initial idea of what was wrong However, the whole reason for bringing the truck to Tim Lally in the first place, was because this third party could not determine what was wrong As a dealer, Tim Lally is one of only a select few dealers who can properly diagnose my truckSpecifically, a software called "tech 2" is required Their scapegoat third party does not have this software, and again, this is the whole reason for bringing it to Tim Lally The mere thought of a dealer relying on the suspicion of a problem from another mechanic who they know doesn't have the proper software a is complete lapse in rational thinking Tim Lally is suggesting that they only did repairs based on what a third party, someone they never met, suspected the problem might be If this is true, then why on invoice #*** was I charged for the diagnosis from Lally? In part, Lally's diagnosis says, "scanned found p003a and psetdiagnosed and replaced turbo perfect..." Thus, Tim Lally did their own diagnosis and tried to resolve the issue based on their own analysis, not a third party's It's Lally's incompetence which has cost me time and money Moreover, it's the way I was treated which brings us to this juncture.The sad truth of this complaint is that I realize people make mistakes I can also understand that there are things that computers can't tell you through a diagnosis However, the way Mark R*** treated me will not be forgotten If not for that, I would not have filed a complaint I tried to work things out and understand the issues that Lally was having Instead, I was treated like a kid being yelled at in the principal's office If not for the way Mark R*** treated me, this entire situation would be handled differentlyOnce, again I ask for a full refund for the services provided I am in the same position as I was before I brought the truck in to be repaired, except I'm still appalled that Tim Lally would continue to employ someone like Mark R*** From what I understand, he's already been fired from two previous dealers Perhaps Tim Lally should consider doing the same.
Regards,
Dan B***

Thank you for forwarding this customer's complaint.I have reviewed this customer's statement with our director of operationsHe is familiar with the incident of October 11, where this customer was left in our waiting room long after we completed work on her vehicle.Our service manager, Mark
R***, offered this customer a free oil change and tire rotation for her inconvenienceThe customer wanted oil changes and tire rotations for life, but MrR*** agreed to one free oil change and one free tire rotationWe confirmed this through MrR***'s notes in our CRM program

This customer brought his *** *** *** with 178,miles to our dealership October 2, for an ignition key recallThis was the first and only time this vehicle has been in our dealershipWe noted many codes stored in the system at write upWe performed the ignition key
recall repair in our service drive as there was no need to bring this vehicle into the repair area as we were only to install key covers and key rings.After the customer picked up his vehicle, he called and said his vehicle failed the e-check and accused us of being responsibleOur service advisor explained that we didn’t do any work on his vehicle other than to install key covers while the vehicle was in the service wriareaHe also told the customer if he would come to the dealership, we would show him the codes stored in his vehicles system

Initial Business Response /* (1000, 6, 2015/06/18) */
Case # [redacted]
Regarding the shipping of the [redacted] to [redacted].
On Saturday March 14th our driver delivered the vehicle to [redacted] in [redacted].
In all fairness to the customer we did verbally tell him...

that it should take 2 to 3 weeks to reach [redacted]. We also told him that we would need to deliver it to a [redacted] dealership. The [redacted] dealership would not cooperate but the trucking company had a yard there so they just brought it there.
As far as delivery time goes it became a problem that was beyond our control and also beyond the trucking company's control. The trucking company could not move vehicles due to weather conditions and it caused a huge backlog. In an email dated march 19th (which we can provide upon request)
our financial services manager provided the customer with the carrier's phone number and informed him of the weather problems. In an email also dated March 19th (which can be provided ) the customer let us know that he had spoken to the carrier. In an email dated March 25th our financial services manager informed the customer that the vehicle had arrived in [redacted]. The vehicle was then turned over to the company that took it to [redacted].
The customer wanted to be reimbursed $2200 for shipping cost. It is our position that we paid the shipping company in good faith and if there is any money coming back to him it should come from the shipping company.
The vehicle did arrive at its destination with a broken windshield and it is our understanding that the shipping company paid for that.
Regarding the warranty.
In an email dated Feb 12 (which we can provide) the customer expressed concern about warranty since the vehicle was out of [redacted] factory warranty and we wouldn't be close enough to help him if he had problems. We agreed with him and decided to provide a 6 month 10000km premium care warranty with a retail price of $895. for $400. He agreed to that. Again in all fairness to him we did tell him that he could have it repaired at any [redacted] dealership. Again the dealership in [redacted] did not cooperate.
Therefore we have made alternate arrangements with [redacted] and he can have the repairs done at any shop of his choice as long as they check with us first to see what is and is not covered under warranty. We will pay them for the covered repairs and claim them from here.
Regarding the out of province inspection
The customer needed an out of province inspection when the vehicle arrived in [redacted]. Our understanding is that
the cost is $194.25 which he paid out of pocked. Although the vehicle passed [redacted] inspection it did not pass [redacted] inspection so we offered to pay the repair cost. The repair cost was $990.32 which we paid by credit card (receipt can be provided). Our service department did claim approximately $300 back for items which are covered under warranty.
After looking at all of the items in the customer's complaints we have determined that we do not owe him any money in regards to this transaction.
We feel that all of our dealings with the customer have been in good faith [redacted]. We wish the customer all the best as we feel we have fulfilled our obligations in this matter.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to go through word by word, proof by proof.
Shipping Matter: I was verbally told I should take 2- 3 weeks to reach to [redacted]. This is not true at all. I would like to know who told me and please provide the name of person who called me. I only had the email from finance service indicating that it takes 14 days to ship it over to me (please refer to my attachment for appendix 1) . Other than this, no body from your dealership told me anything about the estimate shipping time. if you did, please provide details and specifics, I would like to find out.
Ship to the wrong destination,
No one told me that the [redacted] dealership did not cooperate. Till the day before it arrived at [redacted], I found out from the shipping company that the vehicle will be shipped over to a shipping yard in [redacted]. I called the used car manager right away to find out what's going on, and I left voice mail. I can pull the phone records, he did not reply at all. Again, if there was a contract signed by the dealership, we would be able to tell what shipping destination the dealership told to the shipping company. As of today, they still cannot provide me with anything about what they agreed to shipping company. They charge me $2200 for shipping, who knows how much they pay to the shipping company. There is no transparency on this shipping. [redacted] At least, I should be able to see what I paid for shipping, terms and conditions of contracted signed. In whole shipping waiting period, I did not get a phone call or email saying it will be shipped into a shipping yard instead of [redacted] dealership. (Please prove this). Yes, I did call shipping companies to follow up status, however,[redacted] there would be an email or phone cal from the dealership l to update the status of shipping to me. I did not receive any of this, every time, I have to keep calling and emailing the dealership to find out. There is no proactive action from the dealership at all.
Shipping refunds: like dealership said, the refund should come shipping companies. Okay, There is no contract signed between the dealership and shipping company. How do I go for refund without even a contract, how do these shipping companies know I am and what kind of legal obligation between me and them. The dealership told me that there was no contract signed with shipping companies. Plus, how much should I ask for from the shipping companies, as the dealership took $2200 from me and I dont know how much they paid to the shipping companies.
Again, I signed contract with the dealership about shipping. and I have no grounds to ask for refund from shipping companies. Even though there was delay because of weather for few days, it wouldn't take one and half month to reach the destination. Without knowledge of what the dealership told shipping companies, I don't know even how to communicate with shipping companies.
again, during the whole shipping process, no one from the dealership inform me proactively about the status, even when the vehicle arrived at [redacted], there is no communication from the dealership to inform me that the vehicle has arrived.
Warranty:
1. as of today, I kept asking the used car sales manager, what does my warranty include? I called him and sent emails about it (can provide written proof on this), [redacted]. so, I still dont have a clue about my warranty.
2. when I decided to purchase this vehicle, I was informed that I can have the vehicle fixed at any [redacted] dealership across Canada. then it turns out not. Would it still be fairness that the dealership tell the customer who is making purchase decisions that something is not true without even doing a research or making phone calls to make sure what the customer is receiving true? Is this fair transaction? When I decide to spend $26,000 to purchase this vehicle based on this perk which turns out not true.
3. The dealership mentioned that they did make alternative with [redacted], I can go any shop as my choice. Please provide me more details about as I don't have knowledge on this one. I have an email from the used car sale manager saying that they have arranged with a small auto shop in [redacted] for me to get services done. This auto shop is a small and unreliable business. I am not comfortable dealing with them to fix my vehicle. So, I refused, as I was promised that I can go to [redacted] dealership here, which is professional place for me to get car fixed. And also, in email from the used car manager, he said if they could not make it with [redacted], they will refund me $400 (provide upon request), then they arranged with this small auto shop without even my consent.
What does my warranty include? How do I get it fixed?
4. Effective date
I have communicated with the used sales manager for so many times, because of this delay, (i actually can legally drive on May 21, 2015), whether the 6 month can start on this date, but still within 10,000km range. (I can provide corresponding emails). [redacted]
Out of province inspection fee,
The inspection they provide from ** is valid till April 05, when the vehicle arrived in [redacted]
On April 12th. I had to re-do the inspections. Yes, the dealership paid the expense to fix the vehicle in order to pass [redacted]'s inspection. But, I think it is the dealership's responsibilities to ensure that the customer should not have problems to register the vehicle that they are selling. Without this inspection, I cant register the vehicle.
After all these troubles, I finally can register my vehicle on 21 of May.
Overall, I think I have been cheated on this transaction by not getting true facts and irresponsible customer services. [redacted]. I am willing to provide anything you ask for your investigation as well.
Final Business Response /* (4000, 10, 2015/06/30) */
Case #[redacted]
Regarding the shipping of the [redacted] from [redacted] to [redacted]:
We have receipts from 2 shipping companies that total $2549.25. That does not include the $100 that it costs us the get a vehicle to [redacted]. The customer can also easily confirm that there was no overcharge on the cost of the shipping by contacting the shipping company directly and confirming the cost of shipping a vehicle from [redacted] to [redacted]. As a convenience to the customer, we contracted and paid the shipping companies and, due to weather circumstances beyond the control of either us or the shipping companies, the vehicle did not make it to [redacted] within the time originally estimated by the shipping companies. Vehicle transport companies may delay shipping in circumstances and conditions which may prove hazardous and the customer was informed of the delays. We cannot reimburse the customer for the shipping costs.
Regarding the premium care warranty:
We felt we were assisting the customer in a way most convenient for him by directing him to a repair company which he had already consulted for a quote on the repairs for the [redacted] inspection - and that is why we chose that repair company. The customer responded to us in an email that this repair shop was unsatisfactory and that we were not to waste his time any more with further communication in this matter. We have confirmed with [redacted] of [redacted] that he can take the vehicle for warrantable repairs to any recognized shop, including the local [redacted] dealership, to effectuate the repairs, providing that the repair shop contacts us prior to the performing the repair so we can obtain [redacted] prior approval. As such, we feel we have met our obligation to the customer with regards to providing him warranty coverage for his vehicle. We will not be refunding any money for the warranty.
Regarding the [redacted] inspection of the vehicle.
Although we do not feel obligated to assist further in this matter, especially having after having paid for most of the repairs ourselves, we will offer to pay the $194.25 as goodwill towards the customer for his assurance that this matter is settled.
We feel that we have done our best to satisfy this customer. Due to circumstances beyond anyone's control there were some problems but we did our very best to resolve the issues and we feel we have more than met our obligations in this matter.

Final Consumer Response /* (4200, 12, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the reason I said do not waste my time from the email is because I never got a straight answer from the dealership, my questions has always been avoided or vaguely answers. Hence, [redacted]
[redacted]
In short, I have signed the shipping contract with dealership and the vehicle was not delivered on time and delivered into a wrong destination.
Warranty matter,
I still have not got the straight answers from the dealership, even the questions from my last response to the dealership have not been answered. Hence, I will ask again.
[redacted]
From the dealership's response, it says: "we feel we have met our obligation to the customer with regards to providing him warranty coverage for his vehicle. We will not be refunding any money for the warranty"
I (the customer) don't even have a clue what coverages are or include.
[redacted]
Inspection matter
I believe I purchased an [redacted] legally drivable vehicle from the dealership, and the dealership was fully aware that I am in [redacted]. I think it is the dealership's responsibility to make sure the vehicle will meet [redacted]'s vehicle inspection requirements if the dealership thought they have the ability to do business with other province customers. It is not a goodwill to ensure the vehicle can be registered in [redacted]'s regulation but an obligation.
[redacted]

We would be happy to listen to whatever voice mail message this customer has from our previous service manager. Our record indicate this customer was offered one free oil change and tire rotation and has since used both services.

I have reviewed this customer’s comments on our response to his initial complaint. I have nothing further to add to our initial response.To recap, this customer, a commercial landscape company, initially contacted a third party repair facility to diagnose a problem with their diesel engine. The customer then directed us to replace the turbo vane sensor. We confirmed the diagnosis and also consulted General Motors technical assistance. GM advises the control solenoid be replaced when replacing the turbo vane sensor. The customer agreed to the additional repair. After the repairs were completed, the “check engine” light remained illuminated until the engine reached operating temperature. We advised the customer the turbo needs to be replaced, due to carbon build-up, or the engine must reach operating temperature for the light to go out. The engine runs fine at operating temperature. The customer stated the third party repair facility also mentioned the turbo may need to be replaced. Our service manager, with a witness present at all times, did not raise his voice or threaten this customer at any time.

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]
Unfortunately this year long dispute is the direct result of negligence of the salesman not properly extending the curticy of time to explain the initial cost before financing furthermore there was no price sticker on this vehicle for me to see. After my review of the charges inspite of my credit score I researched the average fair price of same vehicles to be at least $2,500 less than the submitted cost to finance my vehicle. I agree that the amount of refund should be equated to the over-charge of $21,890. In my research of the Ohio Consumers Sales Acts, I believe that this Unconscionable Sale Act did occur, code 1345.03. I thank you for your time and attention to my request and hope for reasonable acceptable resolution. Thank you. [redacted]

This customer had her vehicle's coolant system flushed at our dealership October 30, 2014. Our next service records show a return visit June, 2015 with a failed coolant level sensor. She has an after-market warranty that will only cover the repair if performed by the dealer where she purchased the...

car and the warranty. She has a $50 deductible with her warranty which she asked that we pay. We agreed to pay the $50 as a customer accommodation.We did not work on her car in the area where the air intake duct is located. The air intake duct is normally broken in the winter by running into a snow bank. The other dealer where she purchased the vehicle agreed.It is my understanding this customer is satisfied with our resolution of paying her deductible.

This customer vehicle was in our service dept for a lube, oil change, & filter @ 39.95 + tax and windshield wipers @ 19.95 plus tax. Our technician found the additional repairs needed and the customer was quoted $670.00 plus tax for the additional work. The customer authorized the additional...

work. The $670.00 quoted was for the additional work in addition to the cost of the windshield wipers and the lube, oil & filter.

I would like to setup a time to meet up with a service manager to get this matter resolved quickly and that way they can hear the voice-mail I received from the previous manager.
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]

Revdex.com — Cleveland April 17, 2016 Attention: [redacted] Thank you for forwarding this customer's dissatisfaction with our service department. This customer, a commercial landscape company, brought their 2007 medium duty truck with 99,181 miles to our service...

department recently directing that we replace the turbo vane sensor. The check engine light was illuminated. The customer had received the diagnosis from a third party repair facility. General Motors technical assistance recommends the control solenoid also be replaced when replacing the turbo vane sensor. The customer was advised and agreed to the additional repair. The diagnosis provided by this customer from the third party vendor did not correct the problem with the check engine light when the engine was cold, due to carbon build-up in the turbo. The check engine light remains illuminated until the engine is warmed up. The engine runs fine at operating temperature. The turbo needs to be replaced or the customer must wait until the engine reaches operating temperature for the check engine light to go out. The customer stated the third party repair facility also mentioned the turbo may need to be replaced. This customer refused to pay for the repairs authorized, repairs diagnosed by their third party repair facility. Our service manager had this customer come to his office together with a service advisor to discuss the repair as the customer was loud and creating a disturbance. At no time did either our service manager or service advisor raise their voice or threaten this customer. This customer has now paid his bill and picked up his vehicle. Thank you. Tim Lally Chevrolet, Inc. Roy E[redacted] General Manager

In order to comply with Federal regulations regarding safeguarding of non-public customer information, our salespeople do not have access to customer non-public information, i.e. credit reports, credit scores, payment history, etc. The salesperson discusses the basic sales price, $21890.00 in this...

case. The balance of the transaction (financing, payments, interest rates, additional products, etc.) is handled by a finance manager with access to that non-public customer information.The Revdex.com is the third consumer agency contacted by this customer with essentially the same complaint. I have attached the complaints together with our response. Neither agency found fault with the transaction.