Initial Business Response / [redacted] (1000, 5, 2017/10/20) */ Mr [redacted] did purchase a vehicle from Kelley Chevrolet in December He also purchased an Ultimate Q Mechanical Repair Service ContractI am attaching a copy of the signed contract for the investigator's consideration Mr [redacted] is upset about the [redacted] deductible that applies when the Service Contract is utilizedThe contract, which Mr [redacted] signed, clearly identifies that there will be a [redacted] deductible In addition, Mr [redacted] wants Kelley Chevrolet to pay for the deductibleKelley Chevrolet, in the standard course of its business, sold Mr [redacted] a Service Contract with the deductible plainly displayedAlthough Kelley Chevrolet does not want Mr [redacted] to be upset with his decision to purchase the Service Contract, or with the terms of the Contract, Kelley Chevrolet did not write those termsBecause the Contract was presented to Mr [redacted] and he chose to purchase the Services provided under that Contract, any dispute he has with those terms should be with the Service Contract company, not Kelley ChevroletThe Administrator of the Contract is clearly identified at the top of the Contract for Mr [redacted] to pursue Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know I purchased the warranty my point is I was mislead by the finance namnger at the time I purchased the truck! I have a spare tire on my truck that if I were to have a flat doesn't do me any good neither keys to my ignition that I have does not fit the lock to get the tire off and you want to charge me [redacted] to unlock that lockYou sell the warranties, you are just as misleading as the company who actually has the contractsI will converse with my attorney, may still not get anywhere but I'm going to tryWhy can't you just unlock the lock in the spare tire? Final Business Response / [redacted] (4000, 10, 2017/10/24) */ If Mr [redacted] is solely asking for assistance with unlocking his spare tire from the vehicle, Kelley Chevrolet is more than happy to assist him with this problem, if it resolves the entire matterPlease have Mr [redacted] contact [redacted] Service Manager, at Kelley Chevrolet on Lima Road (XXX)XXX-XXXXMr [redacted] will schedule an appointment to have the spare tire unlocked, free of charge
I am rejecting this response because: This is not what happened the dealership did not inform me of any additional and or possibility of fees and they applied for my tags and then just dropped everything and then refused to do anything after they messed up and left me holding the bagEven after they messed up then send all my paperwork at the last minute UPS for me to figure it out in a few days before I’m assessed fees the dealership knows they made a mistake and they could have assessed those taxes correctly from the startThey at no time told me of any possibility of incurring any additional taxes and or feesIt’s so easy for them to now hide behind Indiana law after the fact
Initial Business Response / [redacted] (1000, 5, 2017/12/07) */ Ms [redacted] did purchase a Equinox on October 14, from Kelley Automotive(See attached Buyer's Order) The vehicle was a Certified Pre-Owned vehicleA Certified Pre-Owned vehicle is a vehicle that goes through a point inspection by a GM Certified technicianA copy of the inspection report is attachedThe inspection report states on it that, "No claim is made that this vehicle is in new condition." (see page below Service Manager signature) As to the exterior of the vehicle, the report clearly directs the service technician in bold to, "REVIEW EXTERIOR ITEMS TO ENSURE THEY ARE CLEAN AND DAMAGE-FREE." Ms [redacted] 's vehicle passed [redacted] GM Certified Pre-Owned vehicle inspection on all points and was sold under the programPrior body repair and paint would not equate to a vehicle being "damaged" and ineligible for the programMs [redacted] 's statement that the technician deceived her is unfoundedThe vehicle was properly inspected per GM's specifications and passed without issue Ms [redacted] also reviewed and signed the state-required Buyer's Guide for her vehicleA copy is attachedThe Buyer's Guide clearly indicates that [redacted] Automotive is not warrantying the vehicle and it is sold "As-Is." The only warranties on the vehicle are those offered by GM, which would be the original warranty and the GM Certified Pre-Owned limited warrantyAs previously stated, the Pre-Owned Certification warranties the vehicle as to the parts and systems inspected, and indicates that they are in good working order at the time of sale [redacted] Automotive made no additional warranties as to the condition of the vehicle Ms [redacted] asserts that Kelley Automotive has a "day return policy" for its vehiclesThis is not the caseAs a Certified Pre-Owned vehicle, it was subject to that program's 3-day/150-Mile Pre-Owned Vehicle Exchange PolicyA signed copy of the Policy is attachedMs [redacted] states in her complaint that she contacted Kelley Automotive business days after the vehicle purchase, which was outside of the day windowNevertheless, Kelley Automotive did try, as a courtesy, to find Ms [redacted] a replacement vehicleThe problem is that Ms [redacted] would only accept the exact vehicle as a replacementBecause the vehicle she purchased was a used vehicle, with specific options and mileage, it is virtually impossible to find an exact replica of her vehicleMs [redacted] 's statement that Kelley has refused to look for a replacement vehicle is untrueKelley has looked and was unable to locate the exact replica vehicle she had purchased, which is what she demandedKelley would be more than happy to continue to work with Ms [redacted] As to the issue of the CARFAX Vehicle History Report, Ms [redacted] received a copy of that report at the time of purchase, and she signed a copy as an acknowledgmentThe CARFAX report is attachedKelley Automotive has no affiliation with CARFAX and offers it to customers for its stated purpose, as defined by CARFAXThe first page of the report states, "This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of 10/14/at 5:11:PM (EDT)Other information about this vehicle, including problems, may not have been reported to CARFAXUse this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car." Ms [redacted] signed the CARFAX in acknowledgment of this statement by CARFAXIf Ms [redacted] 's vehicle was in an accident and repainted, as she claims, it was not reported to CARFAX by the insurance industryThe CARFAX shows that the vehicle was brought into the Kelley Automotive inventory on September 22, 2017, on the same date it was inspected by the GM Certified TechnicianIt was sold to her weeks later Kelley Automotive had no knowledge of a prior wreck, and Kelley certainly did not wreck and repair the vehicleFurther, Ms [redacted] 's vehicle met all the qualifications for CertificationEven if the vehicle had been wrecked and repaired, this would not have impacted whether it could have been sold as GM certifiedA repair of a used vehicle also might not necessarily impact the resale price of that vehicle, as Ms [redacted] allegesThe vehicle sold to Ms [redacted] was a quality vehicle, sold in good working order that had passed all the necessary inspections to qualify for GM certificationKelley Automotive engaged in no deception to hide prior repairs, and would not do soKelley's customer base is dependent on repeat customersDeceptive sales practices would undermine the future of the Kelley business and jeopardize the livelihoods of its 500+ employeesKelley Automotive does not conduct its business as Ms [redacted] has stated, and wholeheartedly denies her charges Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kelley Automotive downloaded a document that I am seeing for the first timeThe 172-Point vehicle inspectionKelley claims that this vehicle passed the GM Certified Pre-Owned Vehicle Inspection on all points and was sold under the programThey also stated that a Certified Pre-Owned Vehicle is a Vehicle that goes through a 172-Point Inspection by a GM Certified Technician.Please refer to that document..Under the "INVESTIGATE VEHICLE HISTORY" (at the top left of the form)it reads "THIS CERTIFIED INSPECTION PROCESS IS REQUIRED FOR ALL CERTIFIED PRE-OWNED VEHICLESALL 172-POINTS INSPECTION POINTS MUST BE COMPLETED"In this section through are NOT completedIn the "DETAILING" section nothing is completed.There are other points throughout this form that are not completedOn page at the top it shows required signatures: Certified Technician,Service Manager and Used Vehicle Manager.There is no Used Vehicle Managers signature.If you read under the signature line it reads "THE AUTHORIZED SERVICE MANAGER AND USED VEHICLE MANAGER SIGNATURES CERTIFY THAT THIS VEHICLE HAS BEEN CAREFULLY INSPECTED AND CURRENTLY MEETS THE REQUIREMENTS OF THE CBG CERTIFIED PRE-OWNED VEHICLES PROGRAM." This form does not have the required signatures to CERTIFY this vehicle Kelley Automotive states that they brought this vehicle into their inventory on "September 22, on that same date it was inspected"The Technician and Service Manager signed and dated September 25, And never did I say that Kelley Automotive wrecked this vehicle or even did the repairsWhat I did say is I found it hard to believe that their Technicians did not notice the poorly done body workEven after they had to replace all tires due to sidewall damage.(as stated on the inspection report) In response to Kelley stating I was demanding a exact replica of this vehicle is untrueI do feel that they are not putting much effort into finding me a replacement vehicleIt's been monthsAnd the salesman DID say that I had days to return it for something else if I was not happy with my purchase When I bought this Equinox, It gave me a peace of mind knowing I had purchased a Certified vehicle with a clean CARFAXThen I find out the CARFAX is wrong the Vehicle has been wreckedAnd after reviewing the document that Kelley Automotive downloaded, I don't think this Vehicle is even CERTIFIEDAll 172-Points of inspection were not completed and it lacks the signatures required Final Business Response / [redacted] (4000, 9, 2017/12/15) */ Ms [redacted] 's vehicle is properly certified under the GM Certified Pre-Owned programMs [redacted] would not have seen the The point inspection report included in the Kelley ResponseIt is not given to the customer, but is an internal document Ms [redacted] is correct that the top lines of the form, and the detailing section were not filled out, which should have beenThose steps were followed, howeverThe portions that were not filled out relate to the CarFAX, the presence of the owner's manual and the physical cleaning and detailing of the vehicleMs [redacted] did sign the CarFAX, so that part of the process was obviously undertakenShe has a copy of her owner's manualHer vehicle was clean and detailed and she had no complaint related to the cleanliness of her vehicleThe most important, and relevant portion of the certification process, is the external inspection of the vehicleThe technician indicated that the vehicle was in good working order, which it was and still isAs previously stated, the certification process does not require a technician to certify the vehicle is in "new" conditionKelley's only represents through the certification process that the vehicle is a used vehicle that is in good working order, not perfect, and certainly not without repairs in its past The Kelley technician did fail to check the boxes that confirmed the CarFax and owner's manual were with the vehicle and it was detailed, which he should have doneHowever, those steps did not impact the certification of the vehicleAgain, the steps were undertaken, as evidenced by the signed CarFAX, presence of the owner's manual and cleanliness of her car, the form was simply not properly filled in Ms [redacted] 's complaint against Kelley Automotive is misdirected [redacted] Automotive inspected and certified her vehicle and had no knowledge that the vehicle was in a previous wreckKelley also relies on the CarFAX to show vehicle historiesThe CarFAX didn't show the accident she alleges in which the car was involvedKelley's has no control over the information in the CarFAX, and cannot be held liable for that error Kelley's is very willing to assist Ms [redacted] with finding a replacement vehicle, if she so chooses
Initial Business Response /* (1000, 5, 2016/07/14) */
Mr***'s issue is with GM, not Kelley AutomotiveHis prior repairs were paid and approved by GM as a courtesyMr***'s vehicle is not under any type of warranty and the condition of which he complains is not the subject of a
recallHis current complaint has been forwarded to the GM representative for *** Automotive and can only be handled by GM, not Kelley Automotive
Initial Business Response /* (1000, 6, 2017/08/14) */
The following is Tom Kelley Volvo's response to Ms***'s complaint
Ms*** complains that her Ssuffered a catastrophic engine failure due to an oil change she received from Tom Kelley VolvoThe facts of her own
statement, and the documentation in her service history records, show that claim is unfoundedTom Kelley Volvo has provided Ms*** excellent service each and every time she brought her vehicle into the service departmentHer vehicle is a high mileage vehicle that was operated quarts low of oil, by her own admissionShe indicated that her check engine light came on, she knew that the vehicle was low on oil, so she added quarts to the engineThe engine only holds quarts when full, per her attached Service History recordsAny damage done to her vehicle's engine was not a result of any action by *** Kelley Volvo, but was related to the low oil in the vehicle's engine when she brought the vehicle into the Service Department
A complete listing of MsEbbinhouse's Service History for her Volvo Sis as follows:
April 10, 2014: 52,mile service55,milesOil, filter and gasket(quart capacity) Recall addressedTires rotated
May 30, 2014: Install front license plateNail in rear tireTire repaired
June 03, 2014: 60,mile serviceOil, filter and gasket59,miles
December 09, 2014: Oil, filter and gasket68,milesRotated tiresBreak bulb replacedReplaced Volvo emblem on front
May 04, 2016: Oil, filter and gasket97,milesRear brakes need to be replacedNot doneMissed several services
September 14, 2016: Oil, filter and gasket105,milesRear brakes need to be replaced soon to avoid rotor damageRear brakes replacedCoolant tested weak and needs to be flushedBattery tested bad and needs to be replacedBattery replacedWiper blades are getting worn and need to be replacedComplaint of hard to startEstimate given for ECM gasoline upgradeECM upgrade doneReplaced brake lightSoftware update done
July 18, XXXX: XXX, milesCustomer states that check engine light came on and she added quarts of oil*** oil changeOil change completedCheck engine light had been on due to low oil3,miles over scheduled oil changeNo leak found at the time
July 28, 2017: 122,milesKnocking noise in engineEngine requires replacement
There is no indication from the Service History or from Ms***'s own statement that *** *** Volvo did anything to cause her engine to fail*** *** Volvo is more than willing to work with Ms*** to find a replacement vehicleWe value her as a customer, but cannot accept responsibility for the engine failure in this case
Thank you for your assistance with this matter
Ms*** was in communication over the phone with Sales Manager *** *** and Sales Representative *** ***She resides in the state of Michigan. Ms*** placed a $deposit over the phone toward the purchase of the vehicle she wished to buy. She came into the Kelley
Chevrolet dealership on the 14th of March and took delivery She was securing her own financing for the remainder of the amount due through her own bank. MrThomas Zavacki was the finance manager who worked with Ms*** on finalizing the purchase paperwork. He explained to Ms***, which is the process for any out of state customer, that in the State of Indiana Kelley is required to collect taxes at the rate determined by her home state of Michigan. He did inform her that there may be additional fees due at the time of titlingMrZavacki, in accordance with Indiana law, also allowed Ms*** the full amount of her travehicle against the purchase. This is where the additional fees Ms*** is complaining about comes in to play. Michigan law only allows its residents a $4,tracredit, not the full amount. Therefore, when Ms*** went to title her vehicle, she owed an additional $in sales tax. Because all states, and even some counties, handle car purchases a little differently than in Indiana, the Finance Managers are very careful to explain to out of state customers like Ms*** that there may be additional fees at titling. Unfortunately, we cannot explain what those might be or how much. Kelley Automotive is not required by Indiana law to know the titling laws of all states. Kelley is required to apply and deduct the sales tax of the purchasers resident state, which Kelley did in this case. The remainder of the purchase is governed by Indiana law. Kelley Automotive handled Ms*** purchase in accordance with its policies and in accordance with Indiana law
Initial Business Response /* (1000, 5, 2016/04/11) */
Contact Name and Title: *** ***, Corp Counsel
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@kelleyauto.com
The *** purchased a used NissanThe vehicle they purchased came with only one set of keysAs a matter of policy, ***
Automotive does not typically offer a second set of keys on its used vehiclesHowever, *** *** the ***'s salesperson, did indicate to the *** that there originally was a second set of keys that had been misplacedHe told them that he would have a second set ordered and madeOne of the keys includes a key fob, which has been ordered from NissanHe also had a key for the Tonneau cover for the truck made as wellThe keys are currently ordered and being made, and the *** have been contacted to pick up their keys on Wednesday at the dealershipThe fob will need to be programmed with the vehicle in order for it to work*** Automotive takes full responsibility for this situation and is very sorry for any difficulty it caused the ***
As to the ***'s complaint regarding the financing of their vehicle, the ***'s received a VA grant to purchase a vehicleVA grants are very rare at the *** Automotive GroupThe grant took a year to get approved through the VA*** Automotive would not deliver the vehicle to the ***'s before the financing was approvedThe approval process was solely in the hands of the VA, not the *** Automotive Group
Even though the VA paperwork instructed *** Automotive to give the ***'s the vehicle before receiving payment, *** Automotive declined, for obvious reasons*** *** Sales Manager at *** Automotive contacted the VA before making the decision not to deliver the vehicle without payment, and the VA representative stated that he understood why *** Automotive did not give the *** the truck without paymentThe VA representative further stated that he could not give Mr*** an estimated time of arrival for the check
MsRose ***, who is not on the purchase paperwork, called *** *** at the *** Automotive accounting department, multiple times, inquiring about when the check from the VA would be received*** ***, told Ms***, that she could not discuss the deal with her, because she was not on the paperworkMs*** continued to call, despite Ms*** explaining that she couldn't discuss the matter with herMr*** called Ms*** and explained the reasoning behind Ms*** not being able to discuss the deal with herAfter speaking with Ms***, the check arrived a few days laterMr*** called Ms*** to let her know the check arrivedShe and Mr*** came and picked up the vehicle
The *** were clearly not happy with the way *** Automotive handled the VA process, which is unfortunate*** Automotive wanted nothing more than to deliver the vehicle to their customerHowever, they were told by Mr*** that *** Automotive does not let vehicles leave the dealership without receiving payment for the vehicleAside from the delay in providing the *** with the keys, which is the fault of the *** Group, the bulk of the *** complaint rests with the VA
Initial Consumer Rebuttal /* (3000, 7, 2016/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called The dealership and spoke with *** *** and asked if the participated in the VA program he said yesI took the forms with my approved grant and he looked at them and said okHe told he was sending the car to be adapted so I went homeHe titled the car in my name then held it hostage for daysMy wife called and spoke with *** once because the VA called and said they sent the check the supervisor said she placed in the mail herselfFrom Indianapolis to Fort Wayne does not take days The VA believed they were holding the checkWhen my wife asked what time the mail came *** started yelling at her I could hear herIt was awful then she lied to *** about the call I have the text msgKelly cadallic is using unfair business practicesThey lied about there participation in the program
Also the VA said they did not follow the rules of the program
Which I attachedAnd as of today I still don't have the keys
Final Business Response /* (4000, 10, 2016/04/14) */
Mr *** was scheduled to pick up the keys on WednesdayHe called and rescheduled his appointment for FridayHis appointment is now set at the Nissan dealership for this FridayThe Nissan dealership is involved because they have to program the fob for the ***
*** Automotive stands solidly behind its prior response with regard to the VA program
Initial Business Response /* (1000, 5, 2016/08/02) */
Ms*** filled out an online credit application for a vehicle at a Kelley Automotive websiteBefore she submitted her application she was presented with an authorization document which allowed Kelley Automotive and any bank for finance
company to investigate and establish her credit worthinessI am attaching a copy of the authorization to this response
Kelley Automotive has no ability to undo what has been properly done in assessing Ms*** credit
Initial Business Response /* (1000, 8, 2016/01/14) */
Contact Name and Title: [redacted], Corp Counsel
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@kelleyauto.com
See attached Response
OFFER:
See attached Response for offer
Initial Consumer Rebuttal /* (2000, 10, 2016/01/23)...
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
1.) Andrew Stephan, told me prior to buying the car that all the tires were new. The concern was not that I had to change the tires, but the fact that I was lied to.
2. Kelley should be able to look through their transaction history to see that I did in fact replace my wipper transmissions at Kelley.
3.I never stated that I had replaced the rotors on the Malibu, nor did I state that there was any mechanical or electrical problems with the Verano. I stated in my complaint how much Dan [redacted] stated that it would cost to replace each rotor.
4. It does not matter how long after I have signed the lease, a sales representative told me, the buyer that there was a 3 day period after buying the car that I could return it. If what Kelley states is true about there not being a time period after purchasing the car to return it then they should update their sales representatives on the leasing rules and protocols of Kelley. No one, whether a competent adult or not, should be given false information and subjected to "passive aggressive behavior" by any "professional business." Nor should the business or workers continue to falsify information in order to cover their tracks.
&. In conclusion I except Kelley's payment offer of $400 because I know that nothing will be done further. I will never do business with Kelley. Neither will my family or friends. The only thing that I ever really wanted from genuine apologize.
Kelley Automotive does sympathize with Ms. [redacted]' frustrations, but cannot admit to any wrongdoing in this matter. Kelley Automotive relies on repeat customers. The only way the company earns repeat business is with satisfied customers. It is not in Kelley Automotive's interest to mislead its customers or misinform them. The finance managers all operate under a set of procedures with each customer. Out of state customers are always informed that there may be additional fees due at titling. Kelley Automotive has implemented this procedure so that customers are not unhappy or surprised when they title their vehicle in their home state. Mr. Zavacki followed the protocol he always follows, when he dealt with Ms. [redacted]. Whether or not sure recalls the conversation, Kelley Automotive cannot speak to. As to Ms. [redacted]' claim that Kelley Automotive mishandled her title work, that also is incorrect. Ms. [redacted] was very unhappy when she was informed that there would be $840 due when Kelley Automotive informed her. Kelley Automotive does, as a service to customers, process title work for them. During the processing of Ms. [redacted]' title, the Michigan BMV informed Kelley Automotive of the additional sales tax due. This information was conveyed to Ms. [redacted]. She refused to pay the sales tax. Had Ms. [redacted] sent Kelley Automotive the additional amount due, they would have titled her vehicle. Because she did not agree to pay the amount due, Kelley Automotive sent her the paperwork for her vehicle title so that she could title the vehicle herself. In order for Ms. [redacted]' vehicle to be titled, the paperwork HAD to be sent to her personally. Kelley Automotive followed all of its internal procedures and the laws governing it in this matter. Unfortunately, Ms. [redacted] owes additional sales tax due to the dictates of Michigan law.
I am rejecting this response because:
This is not what happened the dealership did not inform me of any additional and or possibility of fees and they applied for my tags and then just dropped everything and then refused to do anything after they messed up and left me holding the bag. Even after they messed up then send all my paperwork at the last minute UPS for me to figure it out in a few days before I’m assessed fees the dealership knows they made a mistake and they could have assessed those taxes correctly from the start. They at no time told me of any possibility of incurring any additional taxes and or fees. It’s so easy for them to now hide behind Indiana law after the fact.
Initial Business Response /* (1000, 5, 2017/10/20) */
Mr. [redacted] did purchase a 2014 vehicle from Kelley Chevrolet in December 2013. He also purchased an Ultimate Q Mechanical Repair Service Contract. I am attaching a copy of the signed contract for the investigator's consideration.
Mr....
[redacted] is upset about the [redacted] deductible that applies when the Service Contract is utilized. The contract, which Mr. [redacted] signed, clearly identifies that there will be a [redacted] deductible.
In addition, Mr. [redacted] wants Kelley Chevrolet to pay for the deductible. Kelley Chevrolet, in the standard course of its business, sold Mr. [redacted] a Service Contract with the deductible plainly displayed. Although Kelley Chevrolet does not want Mr. [redacted] to be upset with his decision to purchase the Service Contract, or with the terms of the Contract, Kelley Chevrolet did not write those terms. Because the Contract was presented to Mr. [redacted] and he chose to purchase the Services provided under that Contract, any dispute he has with those terms should be with the Service Contract company, not Kelley Chevrolet. The Administrator of the Contract is clearly identified at the top of the Contract for Mr. [redacted] to pursue.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know I purchased the warranty my point is I was mislead by the finance namnger at the time I purchased the truck! I have a spare tire on my truck that if I were to have a flat doesn't do me any good neither keys to my ignition that I have does not fit the lock to get the tire off and you want to charge me [redacted] to unlock that lock. You sell the warranties, you are just as misleading as the company who actually has the contracts. I will converse with my attorney, may still not get anywhere but I'm going to try. Why can't you just unlock the lock in the spare tire?
Final Business Response /* (4000, 10, 2017/10/24) */
If Mr. [redacted] is solely asking for assistance with unlocking his spare tire from the vehicle, Kelley Chevrolet is more than happy to assist him with this problem, if it resolves the entire matter. Please have Mr. [redacted] contact [redacted] Service Manager, at Kelley Chevrolet on Lima Road (XXX)XXX-XXXX. Mr. [redacted] will schedule an appointment to have the spare tire unlocked, free of charge.
Initial Business Response /* (1000, 5, 2017/12/07) */
Ms. [redacted] did purchase a 2015 Equinox on October 14, 2017 from Kelley Automotive. (See attached Buyer's Order) The vehicle was a Certified Pre-Owned vehicle. A Certified Pre-Owned vehicle is a vehicle that goes through a 172 point...
inspection by a GM Certified technician. A copy of the inspection report is attached. The inspection report states on it that, "No claim is made that this vehicle is in new condition." (see page 2 below Service Manager signature) As to the exterior of the vehicle, the report clearly directs the service technician in bold to, "REVIEW EXTERIOR ITEMS TO ENSURE THEY ARE CLEAN AND DAMAGE-FREE." Ms. [redacted]'s vehicle passed [redacted] GM Certified Pre-Owned vehicle inspection on all points and was sold under the program. Prior body repair and paint would not equate to a vehicle being "damaged" and ineligible for the program. Ms. [redacted]'s statement that the technician deceived her is unfounded. The vehicle was properly inspected per GM's specifications and passed without issue.
Ms. [redacted] also reviewed and signed the state-required Buyer's Guide for her vehicle. A copy is attached. The Buyer's Guide clearly indicates that [redacted] Automotive is not warrantying the vehicle and it is sold "As-Is." The only warranties on the vehicle are those offered by GM, which would be the original warranty and the GM Certified Pre-Owned limited warranty. As previously stated, the Pre-Owned Certification warranties the vehicle as to the parts and systems inspected, and indicates that they are in good working order at the time of sale. [redacted] Automotive made no additional warranties as to the condition of the vehicle.
Ms. [redacted] asserts that Kelley Automotive has a "30 day return policy" for its vehicles. This is not the case. As a Certified Pre-Owned vehicle, it was subject to that program's 3-day/150-Mile Pre-Owned Vehicle Exchange Policy. A signed copy of the Policy is attached. Ms. [redacted] states in her complaint that she contacted Kelley Automotive 8 business days after the vehicle purchase, which was outside of the 3 day window. Nevertheless, Kelley Automotive did try, as a courtesy, to find Ms. [redacted] a replacement vehicle. The problem is that Ms. [redacted] would only accept the exact vehicle as a replacement. Because the vehicle she purchased was a used vehicle, with specific options and mileage, it is virtually impossible to find an exact replica of her vehicle. Ms. [redacted]'s statement that Kelley has refused to look for a replacement vehicle is untrue. Kelley has looked and was unable to locate the exact replica vehicle she had purchased, which is what she demanded. Kelley would be more than happy to continue to work with Ms. [redacted].
As to the issue of the CARFAX Vehicle History Report, Ms. [redacted] received a copy of that report at the time of purchase, and she signed a copy as an acknowledgment. The CARFAX report is attached. Kelley Automotive has no affiliation with CARFAX and offers it to customers for its stated purpose, as defined by CARFAX. The first page of the report states,
"This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of 10/14/17 at 5:11:15 PM (EDT). Other information about this vehicle, including problems, may not have been reported to CARFAX. Use this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car."
Ms. [redacted] signed the CARFAX in acknowledgment of this statement by CARFAX. If Ms. [redacted]'s vehicle was in an accident and repainted, as she claims, it was not reported to CARFAX by the insurance industry. The CARFAX shows that the vehicle was brought into the Kelley Automotive inventory on September 22, 2017, on the same date it was inspected by the GM Certified Technician. It was sold to her 3 weeks later.
Kelley Automotive had no knowledge of a prior wreck, and Kelley certainly did not wreck and repair the vehicle. Further, Ms. [redacted]'s vehicle met all the qualifications for Certification. Even if the vehicle had been wrecked and repaired, this would not have impacted whether it could have been sold as GM certified. A repair of a used vehicle also might not necessarily impact the resale price of that vehicle, as Ms. [redacted] alleges. The vehicle sold to Ms. [redacted] was a quality vehicle, sold in good working order that had passed all the necessary inspections to qualify for GM certification. Kelley Automotive engaged in no deception to hide prior repairs, and would not do so. Kelley's customer base is dependent on repeat customers. Deceptive sales practices would undermine the future of the Kelley business and jeopardize the livelihoods of its 500+ employees. Kelley Automotive does not conduct its business as Ms. [redacted] has stated, and wholeheartedly denies her charges.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kelley Automotive downloaded a document that I am seeing for the first time. The 172-Point vehicle inspection. Kelley claims that this vehicle passed the GM Certified Pre-Owned Vehicle Inspection on all points and was sold under the program. They also stated that a Certified Pre-Owned Vehicle is a Vehicle that goes through a 172-Point Inspection by a GM Certified Technician.Please refer to that document..Under the "INVESTIGATE VEHICLE HISTORY" (at the top left of the form)it reads "THIS CERTIFIED INSPECTION PROCESS IS REQUIRED FOR ALL CERTIFIED PRE-OWNED VEHICLES. ALL 172-POINTS INSPECTION POINTS MUST BE COMPLETED". In this section 1 through 4 are NOT completed. In the "DETAILING" section nothing is completed.There are other points throughout this form that are not completed. On page 2 at the top it shows required signatures: Certified Technician,Service Manager and Used Vehicle Manager.There is no Used Vehicle Managers signature.If you read under the signature line it reads "THE AUTHORIZED SERVICE MANAGER AND USED VEHICLE MANAGER SIGNATURES CERTIFY THAT THIS VEHICLE HAS BEEN CAREFULLY INSPECTED AND CURRENTLY MEETS THE REQUIREMENTS OF THE CBG CERTIFIED PRE-OWNED VEHICLES PROGRAM." This form does not have the required signatures to CERTIFY this vehicle.
Kelley Automotive states that they brought this vehicle into their inventory on "September 22, 2017 on that same date it was inspected". The Technician and Service Manager signed and dated September 25, 2017.
And never did I say that Kelley Automotive wrecked this vehicle or even did the repairs. What I did say is I found it hard to believe that their Technicians did not notice the poorly done body work. Even after they had to replace all 4 tires due to sidewall damage.(as stated on the inspection report)
In response to Kelley stating I was demanding a exact replica of this vehicle is untrue. I do feel that they are not putting much effort into finding me a replacement vehicle. It's been 2 months. And the salesman DID say that I had 30 days to return it for something else if I was not happy with my purchase.
When I bought this Equinox, It gave me a peace of mind knowing I had purchased a Certified vehicle with a clean CARFAX. Then I find out the CARFAX is wrong the Vehicle has been wrecked. And after reviewing the document that Kelley Automotive downloaded, I don't think this Vehicle is even CERTIFIED. All 172-Points of inspection were not completed and it lacks the signatures required.
Final Business Response /* (4000, 9, 2017/12/15) */
Ms. [redacted]'s vehicle is properly certified under the GM Certified Pre-Owned program. Ms. [redacted] would not have seen the The 172 point inspection report included in the Kelley Response. It is not given to the customer, but is an internal document.
Ms. [redacted] is correct that the top 4 lines of the form, and the detailing section were not filled out, which should have been. Those steps were followed, however. The portions that were not filled out relate to the CarFAX, the presence of the owner's manual and the physical cleaning and detailing of the vehicle. Ms. [redacted] did sign the CarFAX, so that part of the process was obviously undertaken. She has a copy of her owner's manual. Her vehicle was clean and detailed and she had no complaint related to the cleanliness of her vehicle. The most important, and relevant portion of the certification process, is the external inspection of the vehicle. The technician indicated that the vehicle was in good working order, which it was and still is. As previously stated, the certification process does not require a technician to certify the vehicle is in "new" condition. Kelley's only represents through the certification process that the vehicle is a used vehicle that is in good working order, not perfect, and certainly not without repairs in its past.
The Kelley technician did fail to check the boxes that confirmed the CarFax and owner's manual were with the vehicle and it was detailed, which he should have done. However, those steps did not impact the certification of the vehicle. Again, the steps were undertaken, as evidenced by the signed CarFAX, presence of the owner's manual and cleanliness of her car, the form was simply not properly filled in.
Ms. [redacted]'s complaint against Kelley Automotive is misdirected. [redacted] Automotive inspected and certified her vehicle and had no knowledge that the vehicle was in a previous wreck. Kelley also relies on the CarFAX to show vehicle histories. The CarFAX didn't show the accident she alleges in which the car was involved. Kelley's has no control over the information in the CarFAX, and cannot be held liable for that error.
Kelley's is very willing to assist Ms. [redacted] with finding a replacement vehicle, if she so chooses.
Initial Business Response / [redacted] (1000, 5, 2017/10/20) */ Mr [redacted] did purchase a vehicle from Kelley Chevrolet in December He also purchased an Ultimate Q Mechanical Repair Service ContractI am attaching a copy of the signed contract for the investigator's consideration Mr [redacted] is upset about the [redacted] deductible that applies when the Service Contract is utilizedThe contract, which Mr [redacted] signed, clearly identifies that there will be a [redacted] deductible In addition, Mr [redacted] wants Kelley Chevrolet to pay for the deductibleKelley Chevrolet, in the standard course of its business, sold Mr [redacted] a Service Contract with the deductible plainly displayedAlthough Kelley Chevrolet does not want Mr [redacted] to be upset with his decision to purchase the Service Contract, or with the terms of the Contract, Kelley Chevrolet did not write those termsBecause the Contract was presented to Mr [redacted] and he chose to purchase the Services provided under that Contract, any dispute he has with those terms should be with the Service Contract company, not Kelley ChevroletThe Administrator of the Contract is clearly identified at the top of the Contract for Mr [redacted] to pursue Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know I purchased the warranty my point is I was mislead by the finance namnger at the time I purchased the truck! I have a spare tire on my truck that if I were to have a flat doesn't do me any good neither keys to my ignition that I have does not fit the lock to get the tire off and you want to charge me [redacted] to unlock that lockYou sell the warranties, you are just as misleading as the company who actually has the contractsI will converse with my attorney, may still not get anywhere but I'm going to tryWhy can't you just unlock the lock in the spare tire? Final Business Response / [redacted] (4000, 10, 2017/10/24) */ If Mr [redacted] is solely asking for assistance with unlocking his spare tire from the vehicle, Kelley Chevrolet is more than happy to assist him with this problem, if it resolves the entire matterPlease have Mr [redacted] contact [redacted] Service Manager, at Kelley Chevrolet on Lima Road (XXX)XXX-XXXXMr [redacted] will schedule an appointment to have the spare tire unlocked, free of charge
I am rejecting this response because: This is not what happened the dealership did not inform me of any additional and or possibility of fees and they applied for my tags and then just dropped everything and then refused to do anything after they messed up and left me holding the bagEven after they messed up then send all my paperwork at the last minute UPS for me to figure it out in a few days before I’m assessed fees the dealership knows they made a mistake and they could have assessed those taxes correctly from the startThey at no time told me of any possibility of incurring any additional taxes and or feesIt’s so easy for them to now hide behind Indiana law after the fact
Initial Business Response / [redacted] (1000, 5, 2017/12/07) */ Ms [redacted] did purchase a Equinox on October 14, from Kelley Automotive(See attached Buyer's Order) The vehicle was a Certified Pre-Owned vehicleA Certified Pre-Owned vehicle is a vehicle that goes through a point inspection by a GM Certified technicianA copy of the inspection report is attachedThe inspection report states on it that, "No claim is made that this vehicle is in new condition." (see page below Service Manager signature) As to the exterior of the vehicle, the report clearly directs the service technician in bold to, "REVIEW EXTERIOR ITEMS TO ENSURE THEY ARE CLEAN AND DAMAGE-FREE." Ms [redacted] 's vehicle passed [redacted] GM Certified Pre-Owned vehicle inspection on all points and was sold under the programPrior body repair and paint would not equate to a vehicle being "damaged" and ineligible for the programMs [redacted] 's statement that the technician deceived her is unfoundedThe vehicle was properly inspected per GM's specifications and passed without issue Ms [redacted] also reviewed and signed the state-required Buyer's Guide for her vehicleA copy is attachedThe Buyer's Guide clearly indicates that [redacted] Automotive is not warrantying the vehicle and it is sold "As-Is." The only warranties on the vehicle are those offered by GM, which would be the original warranty and the GM Certified Pre-Owned limited warrantyAs previously stated, the Pre-Owned Certification warranties the vehicle as to the parts and systems inspected, and indicates that they are in good working order at the time of sale [redacted] Automotive made no additional warranties as to the condition of the vehicle Ms [redacted] asserts that Kelley Automotive has a "day return policy" for its vehiclesThis is not the caseAs a Certified Pre-Owned vehicle, it was subject to that program's 3-day/150-Mile Pre-Owned Vehicle Exchange PolicyA signed copy of the Policy is attachedMs [redacted] states in her complaint that she contacted Kelley Automotive business days after the vehicle purchase, which was outside of the day windowNevertheless, Kelley Automotive did try, as a courtesy, to find Ms [redacted] a replacement vehicleThe problem is that Ms [redacted] would only accept the exact vehicle as a replacementBecause the vehicle she purchased was a used vehicle, with specific options and mileage, it is virtually impossible to find an exact replica of her vehicleMs [redacted] 's statement that Kelley has refused to look for a replacement vehicle is untrueKelley has looked and was unable to locate the exact replica vehicle she had purchased, which is what she demandedKelley would be more than happy to continue to work with Ms [redacted] As to the issue of the CARFAX Vehicle History Report, Ms [redacted] received a copy of that report at the time of purchase, and she signed a copy as an acknowledgmentThe CARFAX report is attachedKelley Automotive has no affiliation with CARFAX and offers it to customers for its stated purpose, as defined by CARFAXThe first page of the report states, "This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of 10/14/at 5:11:PM (EDT)Other information about this vehicle, including problems, may not have been reported to CARFAXUse this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car." Ms [redacted] signed the CARFAX in acknowledgment of this statement by CARFAXIf Ms [redacted] 's vehicle was in an accident and repainted, as she claims, it was not reported to CARFAX by the insurance industryThe CARFAX shows that the vehicle was brought into the Kelley Automotive inventory on September 22, 2017, on the same date it was inspected by the GM Certified TechnicianIt was sold to her weeks later Kelley Automotive had no knowledge of a prior wreck, and Kelley certainly did not wreck and repair the vehicleFurther, Ms [redacted] 's vehicle met all the qualifications for CertificationEven if the vehicle had been wrecked and repaired, this would not have impacted whether it could have been sold as GM certifiedA repair of a used vehicle also might not necessarily impact the resale price of that vehicle, as Ms [redacted] allegesThe vehicle sold to Ms [redacted] was a quality vehicle, sold in good working order that had passed all the necessary inspections to qualify for GM certificationKelley Automotive engaged in no deception to hide prior repairs, and would not do soKelley's customer base is dependent on repeat customersDeceptive sales practices would undermine the future of the Kelley business and jeopardize the livelihoods of its 500+ employeesKelley Automotive does not conduct its business as Ms [redacted] has stated, and wholeheartedly denies her charges Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kelley Automotive downloaded a document that I am seeing for the first timeThe 172-Point vehicle inspectionKelley claims that this vehicle passed the GM Certified Pre-Owned Vehicle Inspection on all points and was sold under the programThey also stated that a Certified Pre-Owned Vehicle is a Vehicle that goes through a 172-Point Inspection by a GM Certified Technician.Please refer to that document..Under the "INVESTIGATE VEHICLE HISTORY" (at the top left of the form)it reads "THIS CERTIFIED INSPECTION PROCESS IS REQUIRED FOR ALL CERTIFIED PRE-OWNED VEHICLESALL 172-POINTS INSPECTION POINTS MUST BE COMPLETED"In this section through are NOT completedIn the "DETAILING" section nothing is completed.There are other points throughout this form that are not completedOn page at the top it shows required signatures: Certified Technician,Service Manager and Used Vehicle Manager.There is no Used Vehicle Managers signature.If you read under the signature line it reads "THE AUTHORIZED SERVICE MANAGER AND USED VEHICLE MANAGER SIGNATURES CERTIFY THAT THIS VEHICLE HAS BEEN CAREFULLY INSPECTED AND CURRENTLY MEETS THE REQUIREMENTS OF THE CBG CERTIFIED PRE-OWNED VEHICLES PROGRAM." This form does not have the required signatures to CERTIFY this vehicle Kelley Automotive states that they brought this vehicle into their inventory on "September 22, on that same date it was inspected"The Technician and Service Manager signed and dated September 25, And never did I say that Kelley Automotive wrecked this vehicle or even did the repairsWhat I did say is I found it hard to believe that their Technicians did not notice the poorly done body workEven after they had to replace all tires due to sidewall damage.(as stated on the inspection report) In response to Kelley stating I was demanding a exact replica of this vehicle is untrueI do feel that they are not putting much effort into finding me a replacement vehicleIt's been monthsAnd the salesman DID say that I had days to return it for something else if I was not happy with my purchase When I bought this Equinox, It gave me a peace of mind knowing I had purchased a Certified vehicle with a clean CARFAXThen I find out the CARFAX is wrong the Vehicle has been wreckedAnd after reviewing the document that Kelley Automotive downloaded, I don't think this Vehicle is even CERTIFIEDAll 172-Points of inspection were not completed and it lacks the signatures required Final Business Response / [redacted] (4000, 9, 2017/12/15) */ Ms [redacted] 's vehicle is properly certified under the GM Certified Pre-Owned programMs [redacted] would not have seen the The point inspection report included in the Kelley ResponseIt is not given to the customer, but is an internal document Ms [redacted] is correct that the top lines of the form, and the detailing section were not filled out, which should have beenThose steps were followed, howeverThe portions that were not filled out relate to the CarFAX, the presence of the owner's manual and the physical cleaning and detailing of the vehicleMs [redacted] did sign the CarFAX, so that part of the process was obviously undertakenShe has a copy of her owner's manualHer vehicle was clean and detailed and she had no complaint related to the cleanliness of her vehicleThe most important, and relevant portion of the certification process, is the external inspection of the vehicleThe technician indicated that the vehicle was in good working order, which it was and still isAs previously stated, the certification process does not require a technician to certify the vehicle is in "new" conditionKelley's only represents through the certification process that the vehicle is a used vehicle that is in good working order, not perfect, and certainly not without repairs in its past The Kelley technician did fail to check the boxes that confirmed the CarFax and owner's manual were with the vehicle and it was detailed, which he should have doneHowever, those steps did not impact the certification of the vehicleAgain, the steps were undertaken, as evidenced by the signed CarFAX, presence of the owner's manual and cleanliness of her car, the form was simply not properly filled in Ms [redacted] 's complaint against Kelley Automotive is misdirected [redacted] Automotive inspected and certified her vehicle and had no knowledge that the vehicle was in a previous wreckKelley also relies on the CarFAX to show vehicle historiesThe CarFAX didn't show the accident she alleges in which the car was involvedKelley's has no control over the information in the CarFAX, and cannot be held liable for that error Kelley's is very willing to assist Ms [redacted] with finding a replacement vehicle, if she so chooses
Initial Business Response /* (1000, 5, 2016/07/14) */
Mr***'s issue is with GM, not Kelley AutomotiveHis prior repairs were paid and approved by GM as a courtesyMr***'s vehicle is not under any type of warranty and the condition of which he complains is not the subject of a
recallHis current complaint has been forwarded to the GM representative for *** Automotive and can only be handled by GM, not Kelley Automotive
Initial Business Response /* (1000, 6, 2017/08/14) */
The following is Tom Kelley Volvo's response to Ms***'s complaint
Ms*** complains that her Ssuffered a catastrophic engine failure due to an oil change she received from Tom Kelley VolvoThe facts of her own
statement, and the documentation in her service history records, show that claim is unfoundedTom Kelley Volvo has provided Ms*** excellent service each and every time she brought her vehicle into the service departmentHer vehicle is a high mileage vehicle that was operated quarts low of oil, by her own admissionShe indicated that her check engine light came on, she knew that the vehicle was low on oil, so she added quarts to the engineThe engine only holds quarts when full, per her attached Service History recordsAny damage done to her vehicle's engine was not a result of any action by *** Kelley Volvo, but was related to the low oil in the vehicle's engine when she brought the vehicle into the Service Department
A complete listing of MsEbbinhouse's Service History for her Volvo Sis as follows:
April 10, 2014: 52,mile service55,milesOil, filter and gasket(quart capacity) Recall addressedTires rotated
May 30, 2014: Install front license plateNail in rear tireTire repaired
June 03, 2014: 60,mile serviceOil, filter and gasket59,miles
December 09, 2014: Oil, filter and gasket68,milesRotated tiresBreak bulb replacedReplaced Volvo emblem on front
May 04, 2016: Oil, filter and gasket97,milesRear brakes need to be replacedNot doneMissed several services
September 14, 2016: Oil, filter and gasket105,milesRear brakes need to be replaced soon to avoid rotor damageRear brakes replacedCoolant tested weak and needs to be flushedBattery tested bad and needs to be replacedBattery replacedWiper blades are getting worn and need to be replacedComplaint of hard to startEstimate given for ECM gasoline upgradeECM upgrade doneReplaced brake lightSoftware update done
July 18, XXXX: XXX, milesCustomer states that check engine light came on and she added quarts of oil*** oil changeOil change completedCheck engine light had been on due to low oil3,miles over scheduled oil changeNo leak found at the time
July 28, 2017: 122,milesKnocking noise in engineEngine requires replacement
There is no indication from the Service History or from Ms***'s own statement that *** *** Volvo did anything to cause her engine to fail*** *** Volvo is more than willing to work with Ms*** to find a replacement vehicleWe value her as a customer, but cannot accept responsibility for the engine failure in this case
Thank you for your assistance with this matter
Ms*** was in communication over the phone with Sales Manager *** *** and Sales Representative *** ***She resides in the state of Michigan. Ms*** placed a $deposit over the phone toward the purchase of the vehicle she wished to buy. She came into the Kelley
Chevrolet dealership on the 14th of March and took delivery She was securing her own financing for the remainder of the amount due through her own bank. MrThomas Zavacki was the finance manager who worked with Ms*** on finalizing the purchase paperwork. He explained to Ms***, which is the process for any out of state customer, that in the State of Indiana Kelley is required to collect taxes at the rate determined by her home state of Michigan. He did inform her that there may be additional fees due at the time of titlingMrZavacki, in accordance with Indiana law, also allowed Ms*** the full amount of her travehicle against the purchase. This is where the additional fees Ms*** is complaining about comes in to play. Michigan law only allows its residents a $4,tracredit, not the full amount. Therefore, when Ms*** went to title her vehicle, she owed an additional $in sales tax. Because all states, and even some counties, handle car purchases a little differently than in Indiana, the Finance Managers are very careful to explain to out of state customers like Ms*** that there may be additional fees at titling. Unfortunately, we cannot explain what those might be or how much. Kelley Automotive is not required by Indiana law to know the titling laws of all states. Kelley is required to apply and deduct the sales tax of the purchasers resident state, which Kelley did in this case. The remainder of the purchase is governed by Indiana law. Kelley Automotive handled Ms*** purchase in accordance with its policies and in accordance with Indiana law
Initial Business Response /* (1000, 5, 2016/04/11) */
Contact Name and Title: *** ***, Corp Counsel
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@kelleyauto.com
The *** purchased a used NissanThe vehicle they purchased came with only one set of keysAs a matter of policy, ***
Automotive does not typically offer a second set of keys on its used vehiclesHowever, *** *** the ***'s salesperson, did indicate to the *** that there originally was a second set of keys that had been misplacedHe told them that he would have a second set ordered and madeOne of the keys includes a key fob, which has been ordered from NissanHe also had a key for the Tonneau cover for the truck made as wellThe keys are currently ordered and being made, and the *** have been contacted to pick up their keys on Wednesday at the dealershipThe fob will need to be programmed with the vehicle in order for it to work*** Automotive takes full responsibility for this situation and is very sorry for any difficulty it caused the ***
As to the ***'s complaint regarding the financing of their vehicle, the ***'s received a VA grant to purchase a vehicleVA grants are very rare at the *** Automotive GroupThe grant took a year to get approved through the VA*** Automotive would not deliver the vehicle to the ***'s before the financing was approvedThe approval process was solely in the hands of the VA, not the *** Automotive Group
Even though the VA paperwork instructed *** Automotive to give the ***'s the vehicle before receiving payment, *** Automotive declined, for obvious reasons*** *** Sales Manager at *** Automotive contacted the VA before making the decision not to deliver the vehicle without payment, and the VA representative stated that he understood why *** Automotive did not give the *** the truck without paymentThe VA representative further stated that he could not give Mr*** an estimated time of arrival for the check
MsRose ***, who is not on the purchase paperwork, called *** *** at the *** Automotive accounting department, multiple times, inquiring about when the check from the VA would be received*** ***, told Ms***, that she could not discuss the deal with her, because she was not on the paperworkMs*** continued to call, despite Ms*** explaining that she couldn't discuss the matter with herMr*** called Ms*** and explained the reasoning behind Ms*** not being able to discuss the deal with herAfter speaking with Ms***, the check arrived a few days laterMr*** called Ms*** to let her know the check arrivedShe and Mr*** came and picked up the vehicle
The *** were clearly not happy with the way *** Automotive handled the VA process, which is unfortunate*** Automotive wanted nothing more than to deliver the vehicle to their customerHowever, they were told by Mr*** that *** Automotive does not let vehicles leave the dealership without receiving payment for the vehicleAside from the delay in providing the *** with the keys, which is the fault of the *** Group, the bulk of the *** complaint rests with the VA
Initial Consumer Rebuttal /* (3000, 7, 2016/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called The dealership and spoke with *** *** and asked if the participated in the VA program he said yesI took the forms with my approved grant and he looked at them and said okHe told he was sending the car to be adapted so I went homeHe titled the car in my name then held it hostage for daysMy wife called and spoke with *** once because the VA called and said they sent the check the supervisor said she placed in the mail herselfFrom Indianapolis to Fort Wayne does not take days The VA believed they were holding the checkWhen my wife asked what time the mail came *** started yelling at her I could hear herIt was awful then she lied to *** about the call I have the text msgKelly cadallic is using unfair business practicesThey lied about there participation in the program
Also the VA said they did not follow the rules of the program
Which I attachedAnd as of today I still don't have the keys
Final Business Response /* (4000, 10, 2016/04/14) */
Mr *** was scheduled to pick up the keys on WednesdayHe called and rescheduled his appointment for FridayHis appointment is now set at the Nissan dealership for this FridayThe Nissan dealership is involved because they have to program the fob for the ***
*** Automotive stands solidly behind its prior response with regard to the VA program
Initial Business Response /* (1000, 5, 2016/08/02) */
Ms*** filled out an online credit application for a vehicle at a Kelley Automotive websiteBefore she submitted her application she was presented with an authorization document which allowed Kelley Automotive and any bank for finance
company to investigate and establish her credit worthinessI am attaching a copy of the authorization to this response
Kelley Automotive has no ability to undo what has been properly done in assessing Ms*** credit
Initial Business Response /* (1000, 8, 2016/01/14) */
Contact Name and Title: [redacted], Corp Counsel
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@kelleyauto.com
See attached Response
OFFER:
See attached Response for offer
Initial Consumer Rebuttal /* (2000, 10, 2016/01/23)...
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
1.) Andrew Stephan, told me prior to buying the car that all the tires were new. The concern was not that I had to change the tires, but the fact that I was lied to.
2. Kelley should be able to look through their transaction history to see that I did in fact replace my wipper transmissions at Kelley.
3.I never stated that I had replaced the rotors on the Malibu, nor did I state that there was any mechanical or electrical problems with the Verano. I stated in my complaint how much Dan [redacted] stated that it would cost to replace each rotor.
4. It does not matter how long after I have signed the lease, a sales representative told me, the buyer that there was a 3 day period after buying the car that I could return it. If what Kelley states is true about there not being a time period after purchasing the car to return it then they should update their sales representatives on the leasing rules and protocols of Kelley. No one, whether a competent adult or not, should be given false information and subjected to "passive aggressive behavior" by any "professional business." Nor should the business or workers continue to falsify information in order to cover their tracks.
&. In conclusion I except Kelley's payment offer of $400 because I know that nothing will be done further. I will never do business with Kelley. Neither will my family or friends. The only thing that I ever really wanted from genuine apologize.
Kelley Automotive does sympathize with Ms. [redacted]' frustrations, but cannot admit to any wrongdoing in this matter. Kelley Automotive relies on repeat customers. The only way the company earns repeat business is with satisfied customers. It is not in Kelley Automotive's interest to mislead its customers or misinform them. The finance managers all operate under a set of procedures with each customer. Out of state customers are always informed that there may be additional fees due at titling. Kelley Automotive has implemented this procedure so that customers are not unhappy or surprised when they title their vehicle in their home state. Mr. Zavacki followed the protocol he always follows, when he dealt with Ms. [redacted]. Whether or not sure recalls the conversation, Kelley Automotive cannot speak to. As to Ms. [redacted]' claim that Kelley Automotive mishandled her title work, that also is incorrect. Ms. [redacted] was very unhappy when she was informed that there would be $840 due when Kelley Automotive informed her. Kelley Automotive does, as a service to customers, process title work for them. During the processing of Ms. [redacted]' title, the Michigan BMV informed Kelley Automotive of the additional sales tax due. This information was conveyed to Ms. [redacted]. She refused to pay the sales tax. Had Ms. [redacted] sent Kelley Automotive the additional amount due, they would have titled her vehicle. Because she did not agree to pay the amount due, Kelley Automotive sent her the paperwork for her vehicle title so that she could title the vehicle herself. In order for Ms. [redacted]' vehicle to be titled, the paperwork HAD to be sent to her personally. Kelley Automotive followed all of its internal procedures and the laws governing it in this matter. Unfortunately, Ms. [redacted] owes additional sales tax due to the dictates of Michigan law.
I am rejecting this response because:
This is not what happened the dealership did not inform me of any additional and or possibility of fees and they applied for my tags and then just dropped everything and then refused to do anything after they messed up and left me holding the bag. Even after they messed up then send all my paperwork at the last minute UPS for me to figure it out in a few days before I’m assessed fees the dealership knows they made a mistake and they could have assessed those taxes correctly from the start. They at no time told me of any possibility of incurring any additional taxes and or fees. It’s so easy for them to now hide behind Indiana law after the fact.
Initial Business Response /* (1000, 5, 2017/10/20) */
Mr. [redacted] did purchase a 2014 vehicle from Kelley Chevrolet in December 2013. He also purchased an Ultimate Q Mechanical Repair Service Contract. I am attaching a copy of the signed contract for the investigator's consideration.
Mr....
[redacted] is upset about the [redacted] deductible that applies when the Service Contract is utilized. The contract, which Mr. [redacted] signed, clearly identifies that there will be a [redacted] deductible.
In addition, Mr. [redacted] wants Kelley Chevrolet to pay for the deductible. Kelley Chevrolet, in the standard course of its business, sold Mr. [redacted] a Service Contract with the deductible plainly displayed. Although Kelley Chevrolet does not want Mr. [redacted] to be upset with his decision to purchase the Service Contract, or with the terms of the Contract, Kelley Chevrolet did not write those terms. Because the Contract was presented to Mr. [redacted] and he chose to purchase the Services provided under that Contract, any dispute he has with those terms should be with the Service Contract company, not Kelley Chevrolet. The Administrator of the Contract is clearly identified at the top of the Contract for Mr. [redacted] to pursue.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know I purchased the warranty my point is I was mislead by the finance namnger at the time I purchased the truck! I have a spare tire on my truck that if I were to have a flat doesn't do me any good neither keys to my ignition that I have does not fit the lock to get the tire off and you want to charge me [redacted] to unlock that lock. You sell the warranties, you are just as misleading as the company who actually has the contracts. I will converse with my attorney, may still not get anywhere but I'm going to try. Why can't you just unlock the lock in the spare tire?
Final Business Response /* (4000, 10, 2017/10/24) */
If Mr. [redacted] is solely asking for assistance with unlocking his spare tire from the vehicle, Kelley Chevrolet is more than happy to assist him with this problem, if it resolves the entire matter. Please have Mr. [redacted] contact [redacted] Service Manager, at Kelley Chevrolet on Lima Road (XXX)XXX-XXXX. Mr. [redacted] will schedule an appointment to have the spare tire unlocked, free of charge.
Initial Business Response /* (1000, 5, 2017/12/07) */
Ms. [redacted] did purchase a 2015 Equinox on October 14, 2017 from Kelley Automotive. (See attached Buyer's Order) The vehicle was a Certified Pre-Owned vehicle. A Certified Pre-Owned vehicle is a vehicle that goes through a 172 point...
inspection by a GM Certified technician. A copy of the inspection report is attached. The inspection report states on it that, "No claim is made that this vehicle is in new condition." (see page 2 below Service Manager signature) As to the exterior of the vehicle, the report clearly directs the service technician in bold to, "REVIEW EXTERIOR ITEMS TO ENSURE THEY ARE CLEAN AND DAMAGE-FREE." Ms. [redacted]'s vehicle passed [redacted] GM Certified Pre-Owned vehicle inspection on all points and was sold under the program. Prior body repair and paint would not equate to a vehicle being "damaged" and ineligible for the program. Ms. [redacted]'s statement that the technician deceived her is unfounded. The vehicle was properly inspected per GM's specifications and passed without issue.
Ms. [redacted] also reviewed and signed the state-required Buyer's Guide for her vehicle. A copy is attached. The Buyer's Guide clearly indicates that [redacted] Automotive is not warrantying the vehicle and it is sold "As-Is." The only warranties on the vehicle are those offered by GM, which would be the original warranty and the GM Certified Pre-Owned limited warranty. As previously stated, the Pre-Owned Certification warranties the vehicle as to the parts and systems inspected, and indicates that they are in good working order at the time of sale. [redacted] Automotive made no additional warranties as to the condition of the vehicle.
Ms. [redacted] asserts that Kelley Automotive has a "30 day return policy" for its vehicles. This is not the case. As a Certified Pre-Owned vehicle, it was subject to that program's 3-day/150-Mile Pre-Owned Vehicle Exchange Policy. A signed copy of the Policy is attached. Ms. [redacted] states in her complaint that she contacted Kelley Automotive 8 business days after the vehicle purchase, which was outside of the 3 day window. Nevertheless, Kelley Automotive did try, as a courtesy, to find Ms. [redacted] a replacement vehicle. The problem is that Ms. [redacted] would only accept the exact vehicle as a replacement. Because the vehicle she purchased was a used vehicle, with specific options and mileage, it is virtually impossible to find an exact replica of her vehicle. Ms. [redacted]'s statement that Kelley has refused to look for a replacement vehicle is untrue. Kelley has looked and was unable to locate the exact replica vehicle she had purchased, which is what she demanded. Kelley would be more than happy to continue to work with Ms. [redacted].
As to the issue of the CARFAX Vehicle History Report, Ms. [redacted] received a copy of that report at the time of purchase, and she signed a copy as an acknowledgment. The CARFAX report is attached. Kelley Automotive has no affiliation with CARFAX and offers it to customers for its stated purpose, as defined by CARFAX. The first page of the report states,
"This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of 10/14/17 at 5:11:15 PM (EDT). Other information about this vehicle, including problems, may not have been reported to CARFAX. Use this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car."
Ms. [redacted] signed the CARFAX in acknowledgment of this statement by CARFAX. If Ms. [redacted]'s vehicle was in an accident and repainted, as she claims, it was not reported to CARFAX by the insurance industry. The CARFAX shows that the vehicle was brought into the Kelley Automotive inventory on September 22, 2017, on the same date it was inspected by the GM Certified Technician. It was sold to her 3 weeks later.
Kelley Automotive had no knowledge of a prior wreck, and Kelley certainly did not wreck and repair the vehicle. Further, Ms. [redacted]'s vehicle met all the qualifications for Certification. Even if the vehicle had been wrecked and repaired, this would not have impacted whether it could have been sold as GM certified. A repair of a used vehicle also might not necessarily impact the resale price of that vehicle, as Ms. [redacted] alleges. The vehicle sold to Ms. [redacted] was a quality vehicle, sold in good working order that had passed all the necessary inspections to qualify for GM certification. Kelley Automotive engaged in no deception to hide prior repairs, and would not do so. Kelley's customer base is dependent on repeat customers. Deceptive sales practices would undermine the future of the Kelley business and jeopardize the livelihoods of its 500+ employees. Kelley Automotive does not conduct its business as Ms. [redacted] has stated, and wholeheartedly denies her charges.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kelley Automotive downloaded a document that I am seeing for the first time. The 172-Point vehicle inspection. Kelley claims that this vehicle passed the GM Certified Pre-Owned Vehicle Inspection on all points and was sold under the program. They also stated that a Certified Pre-Owned Vehicle is a Vehicle that goes through a 172-Point Inspection by a GM Certified Technician.Please refer to that document..Under the "INVESTIGATE VEHICLE HISTORY" (at the top left of the form)it reads "THIS CERTIFIED INSPECTION PROCESS IS REQUIRED FOR ALL CERTIFIED PRE-OWNED VEHICLES. ALL 172-POINTS INSPECTION POINTS MUST BE COMPLETED". In this section 1 through 4 are NOT completed. In the "DETAILING" section nothing is completed.There are other points throughout this form that are not completed. On page 2 at the top it shows required signatures: Certified Technician,Service Manager and Used Vehicle Manager.There is no Used Vehicle Managers signature.If you read under the signature line it reads "THE AUTHORIZED SERVICE MANAGER AND USED VEHICLE MANAGER SIGNATURES CERTIFY THAT THIS VEHICLE HAS BEEN CAREFULLY INSPECTED AND CURRENTLY MEETS THE REQUIREMENTS OF THE CBG CERTIFIED PRE-OWNED VEHICLES PROGRAM." This form does not have the required signatures to CERTIFY this vehicle.
Kelley Automotive states that they brought this vehicle into their inventory on "September 22, 2017 on that same date it was inspected". The Technician and Service Manager signed and dated September 25, 2017.
And never did I say that Kelley Automotive wrecked this vehicle or even did the repairs. What I did say is I found it hard to believe that their Technicians did not notice the poorly done body work. Even after they had to replace all 4 tires due to sidewall damage.(as stated on the inspection report)
In response to Kelley stating I was demanding a exact replica of this vehicle is untrue. I do feel that they are not putting much effort into finding me a replacement vehicle. It's been 2 months. And the salesman DID say that I had 30 days to return it for something else if I was not happy with my purchase.
When I bought this Equinox, It gave me a peace of mind knowing I had purchased a Certified vehicle with a clean CARFAX. Then I find out the CARFAX is wrong the Vehicle has been wrecked. And after reviewing the document that Kelley Automotive downloaded, I don't think this Vehicle is even CERTIFIED. All 172-Points of inspection were not completed and it lacks the signatures required.
Final Business Response /* (4000, 9, 2017/12/15) */
Ms. [redacted]'s vehicle is properly certified under the GM Certified Pre-Owned program. Ms. [redacted] would not have seen the The 172 point inspection report included in the Kelley Response. It is not given to the customer, but is an internal document.
Ms. [redacted] is correct that the top 4 lines of the form, and the detailing section were not filled out, which should have been. Those steps were followed, however. The portions that were not filled out relate to the CarFAX, the presence of the owner's manual and the physical cleaning and detailing of the vehicle. Ms. [redacted] did sign the CarFAX, so that part of the process was obviously undertaken. She has a copy of her owner's manual. Her vehicle was clean and detailed and she had no complaint related to the cleanliness of her vehicle. The most important, and relevant portion of the certification process, is the external inspection of the vehicle. The technician indicated that the vehicle was in good working order, which it was and still is. As previously stated, the certification process does not require a technician to certify the vehicle is in "new" condition. Kelley's only represents through the certification process that the vehicle is a used vehicle that is in good working order, not perfect, and certainly not without repairs in its past.
The Kelley technician did fail to check the boxes that confirmed the CarFax and owner's manual were with the vehicle and it was detailed, which he should have done. However, those steps did not impact the certification of the vehicle. Again, the steps were undertaken, as evidenced by the signed CarFAX, presence of the owner's manual and cleanliness of her car, the form was simply not properly filled in.
Ms. [redacted]'s complaint against Kelley Automotive is misdirected. [redacted] Automotive inspected and certified her vehicle and had no knowledge that the vehicle was in a previous wreck. Kelley also relies on the CarFAX to show vehicle histories. The CarFAX didn't show the accident she alleges in which the car was involved. Kelley's has no control over the information in the CarFAX, and cannot be held liable for that error.
Kelley's is very willing to assist Ms. [redacted] with finding a replacement vehicle, if she so chooses.