Fremont Motor Company

Customer brought vehicle in for repair as he statedVehicle was here for two days and during the first night here the car was left in the shop as requested by the service manager at Great Western NissanOn the second day the vehicle was repaired and signed forAt that time the car was parked outsideVehicle was not picked up in timely mannerSometime during the night the vehicle was keyedThe following morning the service manager at [redacted] Nissan was contacted and informed of the damaged noticed by an employee of Fremont MotorsAt that time we waited for the owner of the vehicle to contact usOnce he made contact he spoke with the service manger at Fremont motorsDuring the conversation he requested a new carThe service manager stated he was waiting for the owner of Fremont to make contact with Fremont Rock SpringsThe owner of the vehicle requested we file a police reportAfter the service manager got off the phone he contacted the local police and filled a police reportAs a courtesy to customer the owner of Fremont Motors offered to pay for the deductible for the repairsOn the signed copy of the Repair Order it is clearly stated that Fremont Motors is not responsible for lost or damagesFremont Motors will not pay for the repairs to the vehicle but will pay for the deductible as stated previouslyIf there is anything else we can provide please let us know Very Best, William White General Manager Fremont Motors Rock Springs [email protected]

Both the salesperson (who is a relative of customer) and the sales manager are confident that the customer was aware the deposit was non-refundableThe $was made with a credit card and the dealership will reverse the charges per the customers request

By customer request we have canceled the extended service contract through [redacted] The customer will get the unused portion of the contract back according to [redacted] rules and regulationsFremont motors will pay for the labor of the warranty work, even though it was stated in the contact paper work on how to file a claim for the protection plan in placeWe here at Fremont motors strive to go above and beyond with customer serviceWe also sincerely apologize for the miscommunication and misunderstandingWe appreciate the opportunity to do business

Dealership has sent check for the full amount of repair ($635) to customer and cancelled warranty per customers requestIf customer would like to reinstate the warranty we would be happy to do so

The part in question is not an EGR Valve but an EGR CoolerThis is a common failure part and [redacted] is aware of the frequency.The customer, per his conversation with the service manager on 2/15/16, acknowledged that failure of this component is prevalent per his sources of knowledgeThese parts can fail at anytimeThe repairs that were completed and approved by the customer, were not related to, nor did they require us to remove or touch the interior or exterior of the EGR Cooler itselfThere was no smoke from the vehicle on the road testThis vehicle has over 120,miles and the probability of this component failure is very commonAll work completed as approved was done correctly and Fremont has no responsibility to replace the failed cooler

Complaint: [redacted] I am rejecting this response because: There was no stipulation or guidance from Riverton GMC, Buick, Chevy as to what type of vehicle needed to be rented I explained my situation to the reps there I needed to leave the state of Wyoming because my brother passed away In addition I was in the process of relocating to Oregon and had some interviews lined up to attend I was told I could not leave the state of Wyoming with their loaner car At no time did the employees of the establishment direct me in what type of vehicle to rent When I asked about reimbursement for the added expense I was told that they should be able to get most of that back for me when they submit claim The rental car agency ( [redacted] ) even told me that I should check with the dealer for reimbursement of the rental car expense Therefore I did and once again was told that they should be able to get most of it back for me In addition when insurance companies pay for rental they do not specify what type of rental car would be covered They simply provide the insured with a vehicle while theirs is being repaired as should [redacted] and Riverton Chevy in this case I make my car payments and pay my insurance well for over a month while going through this experience I did not have access to my vehicle that I pay for and should have had access to The warranty paid the deal for the expenses they had, why I am not reimbursed for my loss I did not have my car for over a month I contemplated not attending my brothers funeral and not making my interviews and was beyond stressed during this time I suppose an attorney may have to help me fight to be made whole for my loss in this case, which is my next step Regards, [redacted] ***

We provided an instate loaner at no chargeCustomer need to leave the state and rented her own vehicle [redacted] has rejected our clain because the loaner rented was not a [redacted] produce

Complaint: [redacted] I am rejecting this response because: the statement that I requested a new car is falseAlso the dealership kept the keys to the car until it was able to be picked up which was going to be the next morning so at the time of the damage it would be impossible for me to pick my car upIt is also untrue that I failed to pick it up in a timely manner, the car was finished being repaired at 6:that night and the keys were left with the service manager so it could be pulled into the shop and he was told that we would be there first thing in the morning to pick it upI requested that the car be left inside the shop because I was afraid the employes there would vandalize my carMy request was ignored and my car was left unprotected Regards, [redacted] ***

Desired Outcome:I would like a refund of the rental car costs I incurred while my car was being repaired while under warrantyI would also like the $back for repair work that was not needed to begin with only done because of miscommunication as stated by tech

Mr*** has talked to multiple managers at our dealershipHe felt that the scratches on his vehicle had been done by an employee at the dealershipWe had the police investigate the potential employees and we did a very extensive internal investigationBoth the police and our managemnet team are confident the scratches were done by someone other than an employeeMr *** has a copy of the repair order that clearly states that the dealership is not responsibe for damage while a customer vehicle is on our lotIn an attempt to help Mr*** we have offered to pay for his deductible

I found this awesome looking truck online and I had one of the sales people call me about itHe told me that the truck was a really nice with no problemsTwo months into having this truck my transmission went outTheir service guy said that my transmission fluid was two quarts lowThere is no way that I could have went through two quarts of transmission fluid in two monthsSo I told my sales person about it and he acted like he had no clueThen he proceeded to tell my mom that he tried and tried to talk me out of buying this vehicleWhich is an absolute lieThe only thing he really said to me is " you'll look really good in this truck." They only were going to help me out with the transmission ten percentI thought companies are supposed to stand behind their products and be proud of themNot ditch hundreds of problems on a nineteen year old kidTwo weeks ago, my fuel injectors went outI highly recommend going out of stateThey don't stand behind their products, and obviously won't do anything to satisfy their customersAll they're interested in is the money

Complaint: ***
I am rejecting this response because: I have since been in contact with the business, they say they can not contact me but they have contacted me via email and upon the many times I have called them. They keep giving me the run around as if they don't know how this process works. They act as if I will give up and not put up a fight for what they promised me. I will continue to state my case and will take some of my tax refund money and put down a retainer to secure and attorney to take up this fight for me if it is not resolved to my satisfaction. I called most recently on Feb 1st and spoke to Matt Reed who stated he would get status and call me backI am still waiting for the call back from him. I would like my rental car expense paid as promised. I would also like the $returned for the unnecessary repairs they made because of miscommunication per Travis their tech. I therefore reject the response of the business. My phone # has not changed it has been *** for the past two years and remains that today.
Regards,
*** ***

I dropped my truck off to get two keys programmed at 8am and was told it would be done at 9amI called at noon and they told me that it would be done by threeI called at four and got a message machine and left a message to call me back.I called back at 4:and raised hell and they told me to come straight downI got my keys and went out to the truckOne of the two keys still didn't workI went in and flipped out on some poor kid who FINALLY programmed it for me in about two minutesI asked why it took all day to do something that takes two minutes and the service writer told me that they did a recall that I didn't bring it in for and they didn't ok with me before they didI left and didn't make it to the end of the block and noticed the check engine light was onI went back and flipped the proverbial "poop" outThey had no idea what the code meant and just cleared it out and told me to come back if it turned back onI told them that I most definitely will not under any circumstances be going back thereI would suggest that no one else does eitherI missed two full days of work because it's now too late to make my drive tonightAll over what should have been a five-minute job

Dealership will deliver customer vehicle to any othr repair facility in Riverton, WYIt is unreasonable to deliver it to New Mexico

*** *** has falsely accused this dealership of the same complaint the last two time she has been in for serviceShe is vulgar, disruptive, and abusive to our entire staffShe will be refused service if she ever attempts to return

We are unable to contact customerPlease have her contact us and we will process a *** *** warranty claim to cover her rental chargesThanks

Complaint: ***
I am rejecting this response because: As I stated in my original complaint I was told by the finance person Greg that I could take my vehicle to any certified mechanic for repairsI made this purchase months after purchasing the vehicle and did not receive a copy of the warranty until after it had been in effect for 2-monthsGreg had explained everything to me and had sent me just the signature page to start this warrantyI feel I was tricked into purchasing this warranty because it benefitted the dealerAt the time I felt Greg was trustworthy and I took his word that I could take my vehicle to any certified mechanicIf he had informed me that I would only be able to go to a dealer I would have never purchased the warrantyAlso, I never requested the warranty be cancelled unless I would receive a full refundI specifically told Allen that I wanted to know the exact refund amount before cancelingIn addition if Fremont is as dedicated to customer service as they claim they should cover the entire repair cost as labor was a very small portion of the repair that I paid forI am re-requesting a full refund of my warranty in the amount of $and a full reimbursement of $for the covered repair
Regards,
*** ***

There must have been some communication error at the storeThe general manager said teh refund would be processed today

We will do everything we possibly can to remove customer from all mailing lists that we canThere may be some manufacturer data base lists we can not control and there is a chance customer will get limited contacts from outside sources

I have been taking my truck to Fremont for all of the oil changes and work needing to be done I have been there times since September of at which time the vehicle was purchased On our first visit I called and made an appointment making it clear that I was from out of town and would be waiting for the vehicle I was assured that would not be a problem I also notified them that since I drove the truck off of the lot that the TPM were not working properly, but on arrival myself and my two kids waited for about hours for an oil change and many excuses were made on behalf of the Fremont service department, they were behind, we could skip the complementary wash to make the process move quicker, my tires would be filled there was no problem with the TPM and so on We don't have many options where we live as far as dodge dealerships so I took the vehicle back a second, third and fourth time against my better judgment The 2nd visit was much the same as the first again it took much longer than expected about hours and again my tires were filled with more air as though that would make the TPM work despite the problem persisting the first time except this time conventional oil was used despite my being clear on wanting synthetic They redid the oil change at no cost and told me that they would make note of that During the third visit we again sat and waited despite having an appointment for our fuel filter to be replaced and was again told that they were running behind, but was also told that the TPM were actually recalled and they were seeing problems with them in more and more of the same vehicle so they would be replaced at no charge, but they were unavailable at this time so I would be notified when they were again available My next interaction was a phone call letting me know that the TPM were in and I needed to schedule an appointment as soon as possible During the phone call I expressed that I had quite a few personal obligations and would not be able to bring the vehicle in for about a month and at that time would schedule an oil change also The person that I spoke to was very rude in telling me that they would probably not have the parts and I would have to wait yet again I got off of the phone feeling bad that I had my own personal life that didn't fit the time of the parts and service department and called back This time the gentleman from parts that I spoke to was nice and helpful letting me know that if I gave weeks notice before the appointment the parts should be available I called made the appointment weeks in advance at which time I stated I needed an oil change as well as the TPM changed and was assured that my appointment was set at in the morning and it would all be taken care of When my husband arrived on time for the appointment he was told that he would have to wait all day for the oil change because it was not made in the appointment, and that the TPM were not recalled, but they would so generously do it under warranty work So after waiting for hours the oil change and TPM were fixed, but when my husband arrived home it was noted that we were undercharged for the oil change When I called to find out what oil was used I was told I would receive a call back shortly, I had to call back this morning Again conventional oil was used and not synthetic so I was told that it would not hurt anything to go the recommended mileage and that if I was back in the area soon the oil change could be redone without a charge for service, but I would be charged for the oil I was also told that if I did not clarify every time I made an appointment that I wanted synthetic oil conventional would be used I will go ahead and go the miles and have my oil changed, but I believe I will be taking my business elsewhere