Ganley Chevrolet

Hi [redacted] In response to Mr***’s complaint, we regret the delay in procuring parts for his vehicle We do everything to expedite the repair process on all vehicles we serviceIn Mr***’s case there was a delay from General Motors in acquiring of the parts we ordered I understand Mr***’s frustration and his assertion that we dragged our feet Parts delay’s from the manufacturer are beyond our control, but we certainly do everything we can to aid the situationWhile it may appear that we didn’t work hard on his behalf, I believe that is absolutely not the case Let me explain my position Mr [redacted] had a service appointment for Friday January 8th Many people find it more convenient to drop off the evening before, rather than early morning the day of their appointment Mr [redacted] dropped off his car at 4:pm the night before The vehicle had three concerns of an unusual nature, so we knew going into these repairs that they would require significant diagnosis We began work on his vehicle at 9:the following morning and worked on it until 1:pm, when the diagnosis was complete Mr [redacted] was given an estimate after 3:that afternoon and parts were ordered that day I feel very strongly that we looked at his vehicle in a timely manner We ordered parts on Friday with the expectation that they would be here on Monday Mr [redacted] was OK with that and did not express any concerns about being without a vehicle for that time If Mr [redacted] was in a predicament about not having a vehicle, we certainly could have dealt with that as well Two of the parts arrived as expected on Monday and the third part was referred to an alternate warehouse which generally takes days for parts to arrive We regret the inconvenience, but this is something we at the dealer have little control over In response to the parts delay Mr [redacted] was offered a no charge rental vehicle to use until the parts arrived and the vehicle was repaired Mr [redacted] declined that gesture The part arrived on Wednesday morning and the repair was completed on Wednesday afternoon Mr [redacted] spoke with our service consultant on Tuesday to express his dissatisfaction and wanted his repair bill reduced from $down to $dollars While I have no objections about compensating clients for their inconvenience, I’m not sure if $accurately reflects the level of inconvenience this delay has causedRemember, we did offer no charge alternate transportation earlier, and now we offered a 10% discount on the repair After discussion with Mr [redacted] we agreed on a 15% cost reduction on all repair items that the vehicle came in for In closing, I feel we tried in good faith to complete the vehicle in an expedient manner, and properly compensate Mr [redacted] for his inconvenience Feel free to call me with and questions, or if I may be of any further assistance Than You John M***216-251-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11085095, 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.] After consulting 2-other Chevy Dealers in regards to my service issue, it has been noted that this problem should have been resolved in 2-business days6-days is totally unacceptableNo parts infowas ever given to me other than "we dont have them"Ganley Service is ultimatly responsible for the sack of service minded Work EthicsI want $off of my Service bill-PeriodEnd of Discussion!!! Regards, Bryan ***

The vehicle was purchased on 10/31/ We supply a day 50/powertrain warranty on all used vehicled sold May 5, 2015, months after the sale of the vehicle, it was brought in for the air conditioning being inoperativeContrary to the statement in the complaint, the client was offered, and declined an extended service contract, which would cover this type of repair ( I have attached the documents indicating they declined all warranties except GAP coverage) At that time the system was void of refrigerant, so we recharged the system (it held pressure) and installed leak detection dye to enable us to find the leak if it existed On May 12th 2015, the dye did it's job, and we were able to determine a leak existed from the condenser area We qouted $for the repair.On May 14, the the client accepted that estimate an agreed to have us perfom that repair in conjunction with the unrelated timing chain repair Upon disassembly during the course of repairs, with the components dramitically more visable it appeared the the condenser was not leaking, but the adjacent hose gasket look compromisedI thought that would be great news since the need for the $repairs was not needed, we simply replaced the gasket and recharged the system for a fraction of what the client expected payI feel we displaced great honesty and concern for the customer by not replaing this expensive component when it was very easy for me to continue with the repair as discussed.Unfortunetly this didn't last long, even though the system held vacuum OVERNIGHT We retsted again and found the hose leaking If the hose was leaking prior, it logically would not have held the vacuum test, otherwise we would have recommended the hose replacement in the first place We qouted $for this hose, but agreed to reduce it to $to compensate for monies already spent Everything we have done was an attempt to find the best outcome for the client We originally qouted and they agreed to the $repair, where now the final repair should be significntly less than they expected to spendFeel free to contact me if you have any questions

Ganley Chevrolet’s position is that the customer authorizes all inquiries that were made.Mr. *** contacted Ganley Chevrolet attempting to upgrade his ***. He fully participated in the process and asked Ganley Chevrolet to work as the mediator between himself and the
institutions (bankruptcy court and bank lenders) that he needed help from to get a new car loan. In his first contact with us, he was under the impression that his bankruptcy was discharge but ultimately when he needed to produce the proper court documentation of the discharge, to satisfy our bank approval, he was unable to. From his first visit in May 2016, to his last in mid July we documented every correspondence. Our transactions include outbound emails, inbound emails, phone calls and text messages. In many of these exchanges, Mr*** asked and authorized us to send his information to different banks for approval based on his ongoing correspondence some of these the banks. We were able to establish a new loan for a new *** contingent on proof of the Bankruptcy discharge and unfortunately Mr*** could only prove a motion to discharge documentThis was not acceptable to the approving bank and unfortunately we could not do business at that time.Mr*** during this time period was also working with multiple other dealers trying to get financed which added inquiries to his credit report

Ganley
Chevrolet applied for the cancellation of the warranties that Ms***
purchase originally on her Kia Optima. A
check for $3,was sent to *** *** *** on August 08, for
the cancelled policies. $refund
for the Ding Shield, $2,for the
*** *** *** and $for
the *** *** ***. *** *** *** cashed the check on August 11, 2014. Ms*** met with me today and I gave her a
copy of the canceled check and she is going to talk to her bank. She understands now, if *** didn’t
apply that money to her account then she would need to discuss this with the
bank

We feel terrible that an accident happened and a customer’s car was damaged. Buying a new car is an exciting time and we have empathy for Ms*** emotional letdown with word of damage to her new car, no matter how minor. We would feel the same way.Ms*** car did sustained minor
damage to the front end while being prepped and cleaned for a paint treatment that she purchase at time of delivery. Our detail department informed us of the incident immediately and we in turn called Ms*** to inform her. Accidents happen and we wanted to do the right thing immediately for our customer. The proper and standard business procedure is to fix the damage to the degree that even a professional body man couldn’t tell the differenceOn that phone call we gave her the details of the occurrence and told her that the minor scratches that the car incurred would be repair by a professional body shop and we would return her vehicle to her in better shape than she dropped it off. She understood and acknowledge that it was an accident and that we would take care of it properly. We proceeded to take the car to the body shop to start the repair process. Ms*** called back later that day asking for a new carWe asked that she allow us to repair the paint on the car and upon inspection if anything was not acceptable, we would take care of itWe did completed the work and Ms*** picked up her car.There is no insurance claim, we are self-insured, nothing is reported to any third party entity so there will be no evidence that would go online of any accident or work done that might devalue the car’s future trade in or re-sale value.We stand behind our body shops work and will work with Ms*** for any paint issue that she deems unacceptable now and in the future

Mr*** and his son arrive at the dealership around 11am Friday the 19th of June looking to lease a new Chevy Cruze at our advertised price and money down. We had previously sent his son, *** an email with lease numbers, the day before on a Cruze and a Malibu LS, subject to loan
approval. Upon arrival our salesman began reviewing their wants and needs, selected the proper Cruze in stock, test drove the selected vehicle and confirmed that this vehicle will work subject to agreeing on the payment. The payment and term was presented in writing and an agreement was made, subject to the bank's approval. *** had no credit showing on his bureau and Mr*** had a credit score of which is typically good enough to get the proper tier approval for the lease, unfortunately Mr*** internal credit with our *** *** leasing company (*** *** ***) showed a past write off of $4,involved in a bankruptcy that still showed owed, so they declined the application for lease. The attached is the decline from *** of the original application.
Ganley Chevrolet is not lending the customer the money but rather the bank is, so we are subject to the banks approvals or declines of applicants. Due to Mr***'s past bankruptcy and charge off history with *** (acquired by ** and renamed *** *** *** recently) the lease was declined. As our standard practice, we inquired about the possibly of getting a loan for the ***'s as an alternative to the lease decline. This alternative was offered to them in the business office by the Finance Manager. The ***'s declined to purchase the Cruze so we had no deal and they left

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11085095, 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.]
After consulting 2-other Chevy Dealers in regards to my service issue, it has been noted that this problem should have been resolved in 2-3 business days. 6-days is totally unacceptable. No parts info. was ever given to me other than "we dont have them". Ganley Service is ultimatly responsible for the sack of service minded Work Ethics. I want $500.00 off of my Service bill-Period. End of Discussion!!!
Regards,
Bryan [redacted]

[redacted] <[redacted]@gmail.com>Jul 7 to Better The problem has been resolved thank you for anything you did but they did give me a new vehicle.  [redacted]

We have replaced Ms. [redacted] car with a brand new Cruze and she is very satified.

The vehicle was purchased on 10/31/2014.  We supply a 30 day 50/50 powertrain warranty on all used vehicled sold.  May 5, 2015, 6 months after the sale of the vehicle, it was brought in for the air conditioning being inoperative. Contrary to the statement in the complaint, the client was...

offered, and declined an extended service contract, which would cover this type of repair ( I have attached the documents indicating they declined all warranties except GAP coverage).  At that time the system was void of refrigerant, so we recharged the system (it held pressure) and installed leak detection dye to enable us to find the leak if it existed..  On May 12th 2015, the dye did it's job, and we were able to determine a leak existed from the condenser area.  We qouted $747.00 for the repair.On May 14, 2016 the the client accepted that estimate an agreed to have us perfom that repair in conjunction with the unrelated timing chain repair.  Upon disassembly during the course of repairs, with the components dramitically more visable it appeared the the condenser was not leaking, but the adjacent hose gasket look compromised. I thought that would be great news since the need for the $747 repairs was not needed, we simply replaced the gasket and recharged the system for a fraction of what the client expected pay. I feel we displaced great honesty and concern for the customer by not replaing this expensive component when it was very easy for me to continue with the repair as discussed.Unfortunetly this didn't last long, even though the system held vacuum OVERNIGHT.  We retsted again and found the hose leaking.  If the hose was leaking prior, it logically would not have held the vacuum test, otherwise we would have recommended the hose replacement in the first place.  We qouted $361 for this hose, but agreed to reduce it to $232 to compensate for monies already spent.  Everything we have done was an attempt to find the best outcome for the client.  We originally qouted and they agreed to the $747 repair, where now the final repair should be significntly less than they expected to spend. Feel free to contact me if you have any questions

Hi [redacted]     In response to Mr. [redacted]’s complaint, we regret the delay in procuring parts for his vehicle.  We do everything to expedite the repair process on all vehicles we service. In Mr. [redacted]’s case there was a delay from General Motors in acquiring 1 of the 3 parts we...

ordered.  I understand Mr. [redacted]’s frustration and his assertion that we dragged our feet.  Parts delay’s from the manufacturer are beyond our control, but we certainly do everything we can to aid the situation. While it may appear that we didn’t work hard on his behalf, I believe that is absolutely not the case.  Let me explain my position.     Mr. [redacted] had a service appointment for Friday January 8th 2016.  Many people find it more convenient to drop off the evening before, rather than early morning the day of their appointment.  Mr. [redacted] dropped off his car at 4:00 pm the night before.  The vehicle had three concerns of an unusual nature, so we knew going into these repairs that they would require significant diagnosis.  We began work on his vehicle at 9:00 the following morning and worked on it until 1:30 pm, when the diagnosis was complete.  Mr. [redacted] was given an estimate after 3:00 that afternoon and parts were ordered that day.  I feel very strongly that we looked at his vehicle in a timely manner.   We ordered parts on Friday with the expectation that they would be here on Monday.  Mr. [redacted] was OK with that and did not express any concerns about being without a vehicle for that time.  If Mr. [redacted] was in a predicament about not having a vehicle, we certainly could have dealt with that as well.    Two of the parts arrived as expected on Monday and the third part was referred to an alternate warehouse which generally takes 3 days for parts to arrive.  We regret the inconvenience, but this is something we at the dealer have little control over.  In response to the parts delay Mr. [redacted] was offered a no charge rental vehicle to use until the parts arrived and the vehicle was repaired.  Mr. [redacted] declined that gesture.  The part arrived on Wednesday morning and the repair was completed on Wednesday afternoon.   Mr. [redacted] spoke with our service consultant on Tuesday to express his dissatisfaction and wanted his repair bill reduced from $1546 down to $1000 dollars.  While I have no objections about compensating clients for their inconvenience, I’m not sure if $546 accurately reflects the level of inconvenience this delay has caused. Remember, we did offer no charge alternate transportation earlier, and now we offered a 10% discount on the repair.  After discussion with Mr. [redacted] we agreed on a 15% cost reduction on all 3 repair items that the vehicle came in for.    In closing, I feel we tried in good faith to complete the vehicle in an expedient manner, and properly compensate Mr. [redacted] for his inconvenience.   Feel free to call me with and questions, or if I may be of any further assistance.  Than You John M[redacted]216-251-4900

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.
Regards,
[redacted]
I didn't think they would take the high road, I don't want a new car or a loan out of respect for the myself they messed up. My signature means nothing. I also signed a contract on a car loan that I don't own. That's neither here nor there. They didn't no the difference between dismiss and discharge, had they know the difference non of this would have happened. I new the difference I told them clearly the situation. Instead of trying to maintain a professional relationship for further car purchases they took the cowardly way I out. It doesn't hurt them in the least to admit they didn't know the difference. It cost them nothing to clear the hard inquires. That's all I wanted. I have a friend that's high up in the ganley corp. he new the difference. After all this happened. It's a shame I have to switch who I do business with in the future. I wasn't asking for a car. Warm regards, [redacted]

Mr. [redacted]’s original complaint and desired resolution is for Ganley Chevy to remove hard inquiries from his credit bureau.  Ganley Chevrolet’s position is still the same, the customer authorizes all inquiries that were made.As I stated in my first response, Mr. [redacted] approached Ganley Chevy with a desire to purchase a new Chevy and authorize all attempts to get financed.  We have all of the proper documents sign authorizing the necessary inquiries to attempt to get him approved.  We also have all of our correspondences with Mr. [redacted] with our staff.  He was approved for a loan with 1 remaining stipulation and he could not produce the proper documentation to satisfy the banks approval.