Gateway Buick GMC

Gateway took a check to GCS on Thursday the 30th and paid off tradeAlso reimbursement being made to customer for one of her new car payments for inconvenience

Initial Business Response /* (1000, 10, 2015/07/24) */
We are going to Refund the Down Payment, The Customer Had Other issues that I can not go into
We are in the Business To deliver, Not take Back Vehicles
The Refund Is going Back to Customer, As Of 07/23/
Thanks
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Just spoke to Mr *** on Friday the 2nd of February, we are sending a check out for a refund of $80.00.Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We are waiting to discuss with our service Mgrabout this caseOne day last week the customer was sent a survey and the customer mentioned He no longer wanted any more contact with our company.Will follow up after discussing with Service Mgr

The above complaint was addressedIt is a industry standard on electronic parts ( radio's, keyless remote transmitters ect.) supplied by the customer and requiring programming carries a charge whether it is successful or notThe amount of time spent trying to successfully program this radio
was the hours mentioned by attempting many different part numbers and programsAfter our failed attempt to get the customers supplied radio to work we were informed that the inoperative c/d player was the reason for replacementWe informed the customer that swapping the c/d components would allow the original radio to workOur company deserves to be paid for services performed, we made compensation to our technician for the time he spent on the clients vehicle while staying true to the original quoted priceThe other matter mentioned in this complaint follows suit in that the customer brought his vehicle in with a transmission concern on shifting when cold. During the process of strategy based diagnosis a service bulletin on the matter was found and explained to the customer as a function of the vehicle during low ambient temperatures. The customer at that time complained about the charges and the hour minimum charge at $was reduced to $

Good morning I just spoke with Mr***, I told him we made a payment for him of $and would have the balance of the trade paid off by the end of the week.He was satisfied with this.Thanks***

Initial Business Response /* (1000, 6, 2015/09/25) */
This has been all taken care ofHer and her co buyer, I believe *** they have their plates and paperwork

Initial Business Response /* (1000, 5, 2015/06/15) */
Contact Name and Title: *** *** Business M
Contact Phone: XXX-XXX-XXXXx
Contact Email: ***@gbgstl.com
To whom it may concern,
Ms*** took delivery of a Buick Verano in late November She also filled out a
credit application stating she was a full time employee and her income was over $a monthShe also submitted her residence time was more than five years at the same addressShe also agreed to complete a customer interview performed by the lender in which financed the vehicleUpon the verifications from ** *** sub-prime funding department, (which Ms***'s financing was tiered) ** *** contacted Gateway GMC advising that none of the information was true or verifiable, along with the customer not answering the phone for the interview or calling a representative at ** *** in returnIn the bank's findings, they verified at the time of delivery her income was under $a month and had only resided at her address less than monthsWith the real information Ms*** would not longer budget for the car paymentHer stability grade also dropped with the correct residence time of under six monthsWe made multiple attempts to contact Ms*** to give her an opportunity to re-contract with a co-signer that would possibly raise her stability grade with the bank along with adding the additional incomeShe would not oblige nor call backShe has had the vehicle for months because that is how long it took our recovery department to find the vehicleWe have accrued more than a $in recovery fees along with the vehicle returning with excessive mileage, ware and abuseAt this point we are considering sending the contract, credit application and the investigative report from ** *** funding specialists to our legal departmentIf you have any future concerns or questions please contact me*** ***

I spoke with *** on Tuesday the of August, He is bringing His vehicle in for a Re-state and emissions test this week.Gateway is also giving *** a check for $for his inconvenience.Thanks

Initial Business Response /* (1000, 9, 2015/09/01) */
We took care of him on 8-7-He has his paperwork and his title

01/24/2018: Mediator sent business an email.01/26/2018: Mediator sent business an email.01/31/2018: Mediator called [redacted] and left message on his voice mail.02/05/2018: Mediator called [redacted] and left message on his voice mail.02/05/2018: ([redacted]) She was here March 2017 and we removed the throttle body and cleaned it. There was a small vacuum leak and needed intake manifolds to properly repair the vehicle which she declined and we only charged .5 hour of labor which normally diagnosis is an hour. In March she did not pay anything out of pocket because we absorbed the cost. She did come back with check engine light on. We found timing correlation codes and no oil on dip stick. We performed an oil change and she declined the other repairs. Once an engine light comes on the engine stops doing self checking because the light is already on. She came back on April 3rd and had us repair the ball joints. She then came back six months later in September, for a vacuum leak from previous diagnosis in March 2017, which she approved the repair. She again returned in November (185,600 miles) and we were unable to duplicate concerns. We did find a bad module which we ordered a new part for. We absorbed the labor cost but she bought the part for a reduced cost. Since the additional diagnosis 8,000 additional miles have been added. We have a lot of lost billable hours on this vehicle trying to help her get the vehicle working properly. She is not owed a refund.

We called Mr. [redacted] on June 23,, 2016 to let him know we called the bank that is holding his title to the trade in.  It it a bank and title in Florida.  They will be sending it digitally to us.  We have already paid off the trade in and gave him a check for $1350 overpayment.He was...

very happy and considered the issue resolved.

Initial Business Response /* (1000, 7, 2015/08/21) */
Sorry
[redacted] Received Her Paper Work on the 7th Of August.
Sincerely
[redacted]

Initial Business Response /* (1000, 7, 2015/11/17) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX
We Talked To [redacted] With [redacted] On Monday
11/16/15 About pay Off, We Have No Title From Customer. [redacted] Said She Would Call [redacted] About Title So We Can Pay...

Off.
[redacted]

Initial Business Response /* (1000, 7, 2015/08/28) */
This Customer Picked Up Paperwork Last Week.
They Have All the Paperwork Needed To Register Vehicle.
Thank You
[redacted]

Mr. [redacted] visited our Dealership today 06/27/2017,  Our operation Manager and myself  met with Mr.  [redacted] to discuss his concern with his 1997 Sierra.I told him our Service Manager was on vacation and would be back to work on the 5th of July, at that time we will...

discuss his request.Thanks [redacted]

Initial Business Response /* (1000, 13, 2015/09/25) */
We will be taking care of her on Monday and she should have her paperwork by Wednesday. I will be looking into this, she is on my chart.

Complaint: [redacted]
I am rejecting this response because:They now state it is an industry standard "after the fact".  Since they are in the industry and the only ones that would know the industry standard, it would have been posted, or a sign, and at the very least mentioned to the customer "prior to the attempted repair".  It was never mentioned that there would be a charge.I also question where they are getting the information that it is an industry standard.  I just spend 2 hours researching the internet, and I could not find anywhere that has auto repair industry standards listed.  So you can't just make something up and call it an "industry standard" to avoid standing behind their work.  It is not posted, I was not informed of the charge until "after" the failed attempt.  The dealership simply did not make it clear that there would be a charge if they could not fix the problem.  The estimate was not "we'll try" for $70.  When I called I was told "yes we unlock radio's for $70".  Sorry, but their excuse of Industry Standard charges does not release them from refunding the charge.  Had they told me in advance and let me make the decision, then I would agree.  But I was quoted the amount for "unlocking the radio".  NOT for "attempting to unlock the radio".I still deserve a refund.
Sincerely,
[redacted]