Gandrud Auto Group Chrevrolet Nissan

[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 meI spoke with Doug, the service manage today and he has takin responsibility for the mishaps that have taken place with the window/door sense the fix on the recallDoug has agreed to stand by any future issue, if any arise with said window and will fix whatever may be the concern although he is very confident in the fix being complete the final time 8/Customer service has never been the issue or concern with Gandrud. Thank you you for taking the time and helping with this matter
Regards,
Heather ***

Gentlemen,In response to the complaint letter you received from Tom ***, the paint issue was submitted to General Motors for Warranty consideration and was rejected by them. A stone chip is not a warranty item. With respect to radio, we were not made aware of any problems from the
customer. Sincerely, Bill ***Ivan Gandrud Chevrolet, Inc

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 reviewedI brought the truck to broadway Chevrolet were they warranted it and also fix my other truck I bought from Gandrud Chevrolet were they apparently only sell them not fix them
Regards,
Tom ***

Heather came in for service work on April 12, 2017 with 29190 miles. We performed various items, one of which was a recall for repair of the rear door vapor barrier (PC540). She was not experiencing any issues prior to the repair. After the initial repair, she returned on June 22, 2017 with 38355...

miles. The vehicle's rear door (on the drivers side) would not open. We found that the latch cable had released from it's retainer and snagged on the window when it would roll down. This prevented the door from functioning properly. We provided a rental car for her to use at our expense, repaired the door latch cable, and she retrieved her vehicle the next day. Then, Heather called again on 08/14/17 to inform us that the window was starting the hang up again, but the door still opened properly. She came in on the 17th with 43240 miles. We found the cable once again catching on the window glass when rolling down. We replaced the latch asm with all new hardware and vehicle was functioning properly when it left. She waited during the last repair.Clearly Ms. [redacted] was understandably frustrated with the entire process of having to return. It is always our goal to provide excellent service and repair the vehicles the first time, every time. However, in this instance, we did let her down. I don't believe that at any point we attempted to shift blame or suggest that it was anyone's responsibility but our own. We have extremely high confidence that the vehicle is repaired like new now. As far as I know, the vehicle is still functioning properly since the third repair.I did attempt to reach out to her this morning (09/05/17) and was only able to leave a voicemail.  I am sure we could offer some compensation for her inconvenience. But we have yet to negotiate anything in that regard. It is our goal to work together toward a mutual understanding and hope to resolve this matter with her directly.

Went in for a test drive and had my vehicle appraised. I was told to call the next day and they would have the numbers. Worked a deal with [redacted] and made arrangements to pick up the new vehicle on the following Tuesday after they install some accessories. When I went to pick up the truck they kept me waiting and then some "pokey" haircut manager came over and said that they wouldn't be able to give me what they originally said they would. He said after calling around to other dealers he would have to offer me 1500.00 less. Needless to say I walked. They will not honor their deals, are bait and switch experts and play behind their one price scam. So if you are looking for a greasy 1960s dealership that makes aluminum siding salesmen look honest they are the place for you.

Review: I brought my car in to Gandrud Chevy Service Center in Green Bay, WI to have work done on my transmission. I got a call from [redacted] the Service Manager telling me they thought the issue was with my transmission cooling lines and those would need to be replaced. I got a second call from him later that day stating that his General Manager thought the problem may not be the cooling lines and something more extensive to which he told me they were going look further into the issue and call me back with an update. I got the update call from [redacted] who told me that there was deeper issue with my transmission and luckily for me, it was all covered under the Power Train Warranty. I asked him to be sure "do I owe anything then?" and [redacted] joked saying not unless you want to pay me, but no it is all covered under the warranty. So the car was fixed and I came to pick it up shortly after our discussion. I signed the paper work to pick up my car, was never asked for any payment information or payment for the services by any of the service center clerks. I received my car and keys and left. Weeks later I received a call from Gandrud that I owed them $300.20 for the service to my transmission cooling lines. I told them the above situation and conversation I had had with [redacted] and that I was told I did not owe for the work done. The woman transferred me to [redacted] who then told me that he had received a call from my father who authorized the work to be done on the cooling lines. I explained that he did not speak to my father, he spoke to my step father who only called to ask the progress of the car and the price in which things would cost for the work prior to any work being done. I also explained to [redacted] that I am 25 years old and my step father does not make decisions for me or in regard to my vehicle being serviced being that I am solely the owner so therefore the authorization he thought he received from him, was not applicable due to my age and the the fact that I am the owner of this vehicle, not my step father.

Since then I have been receiving bills and phone calls that are rude in nature. I do not feel I owe this money when I never personally authorized the work to be done and the last call I received before the work was started was [redacted] telling me everything was covered under warranty and I did not owe anything for the service. The transmission issue with my car was not even resolved so I definitely do not feel they are owed any compensation for the work they did.Desired Settlement: I expect Gandrud to admit their fault in not only NOT fixing my car, but also for assuming authorization from my step father was authorization by me, the car owner, to have the work done when I was told it was covered under the Power Train Warranty and would be of no charge. I expect them to dismiss the bill completely and discontinue contacting myself and my step father, [redacted].

Business

Response:

Ms. [redacted] brought her 2011 Chevrolet Cruze into the service department of

Ivan Gandrud Chevrolet on Monday June 2, 2014 for diagnosis of a transmission

concern. Her concern was: Transmission doesn't always up..shift, sometimes RPMs

I8ce. Other times, on deceleration It jerks in downshiff.

The repair was written up as a Warranty Repair, and the customer was not asked to

authorize any additional work at the time of write up.

The transmission repair was completed and the total cost of $1 ,873.27 was covered by

Chevrolet Warranty.

The service consultant, [redacted], contacted Ms. [redacted] on 61612014 and informed her of the

completion of the repair to the transmission itself; and discussed the transmission cooler

lines. He received authorization to make the repair to the transmiSSion cooler lines from

Ms. [redacted] as documented on the repair order, authorization for $301.00 was given by

[redacted] at 2:12pm on 6/612014. See "estimate #1" on Repair Order 115975.

Ms. [redacted]'s stepfather is a long term valued customer of Gandrud Chevrolet. He

contacted the service consultant to discuss the repair and payment of the repaire. Due

to the previous relationship with him, Ms. [redacted] was allowed to leave with her vehicle,

with the understanding that Mr. [redacted] (stepfather) would be coming in to pay for the

repair charges. .

Our records indicate a copy of the invoice was mailed to Ms. [redacted] on 7123/2014. A

call was made to Mr. [redacted] in which he stated he would send payment after his vacation.

One telephone call was made by our Service Manager, [redacted], to Ms.

[redacted] requesting that payment arrangements be made. At no time during that phone

conversation did Ms. [redacted] express any concems regarding new or ongoing Issues

with the transmission. As an established company, with customer satisfaction as the

key element to our success, our policy is to re-examine a vehicle Issue if the customer

indicates an ongoing concern. No such concem was Indicated, or opportunity to

address a transmission concern was given.

We diagnosed and repaired the transmission under warranty, and repaired the leaking

transmission cooler lines per the agreement of 6/612014 @ 2:12 pm.

Gandrud Chevrolet Service Department repaired Ms. [redacted]'s vehicle in good faith, and

we only ask that the repair bill be paid as agreed.