Gateway Chevrolet, Inc.

This customer came in for service a few months ago. At that time they were informed of a transmission fluid leak. The leak was covered under warranty. Days after the work was completed the customer had to jump start their vehicle. They brought the vehicle in and we
informed them that they needed a battery. Battery is no longer und4er warranty. The customer was upset and did not understand how the battery could be failing alreadyShe had her father who lives out of state call us to express his concerns abut the lifespan of the battery as well. We informed him that batteries in our state on last 2-3years. He didn't believe what we were saying and accused us of warranty fraud because his daughter did not see any leaks on her garage floor. At this point I told the customer I would replac4e the battery for free. They picked up the vehicle and a few days later the check engine light came on. So the customer took the vehicle to Sands Chevrolet to have it looked at. Sands informed the customer that there would be a $diagnostic charge to have the vehicle looked at. They also told here that her vehicle was out of alignment. The customer did not want to pay the diagnostic fee so then she contacted me. I offer to diagnose the vehicle at no charge to her, quoted her $for the alignment, offered her a loaner car at no expense to her and deliver the car back to her. I was unaware that we aligned the vehicle as part of the previous warranty repairs for the fluid leaks. I would off to do the alignment for free if given the chance to do it. I hope this helps. I feel like we are trying to do the right thing and don't feel like we have done anything wrong with exception the the alignment concern. At this poiont, customer has not returned my calls.*** ***Service ManagerGateway Chevolet

The refund was completed and picked up by customer on 9/5/14.  He was happy.
[redacted]
Office Manager
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Revdex.com Of ArizonaRe: #[redacted]11/30/16 Dear Sir/Madam, This is the first time this matter has been brought to my attention. I first wish to sincerely apologize to Ms. [redacted] for any misunderstandings regarding her purchase. I spoke with the manager regarding the deal...

and respond with the following.  While negotiating the deal there was $3000.00 left on their current lease total of payments. If the lease vehicle was used as a trade there would have been a major negative equity position created which would have increased the payments significantly. One solution to this issue was to add that amount ($3,000) to the new vehicle to allow a check to be cut back to the customer to pay the remaining payments. The customer was going to to put $5000.00 cash down to achieve the payment they desired. There were too many steps involved that way so what was finally agreed upon was to eliminate the $3000.00 additional charge from the purchase vehicle and eliminate $3000.00 of down payment from the customer which allowed the payment they desired. They then could pay off their lease themselves. While in the finance office Ms. [redacted] and Mr. [redacted] elected to puchase vehicle protection products which were fully explained to them by the finance manager. We believe in full disclosure to avoid confusion and have our customers sign a sheet with terms of purchase and products listed clearly. Please see the attached copy with both customers and our finance managers signatures. Again I apologize for any confusion that Ms. Peck has had regarding the purchase. We would like to offer the following resolution. 1) We will have a second key made for Ms. Pack. 2) There are cancellation provisions in most of the products she purchased. She certainly has the right to use them and we will gladly assist. She must understand that any funds will go directly to her lender as they advanced her the money for the products. Her payment will stay the same but she will no longer have the coverage originally purchased. Her amount owed will be reduced by the funds sent to the lender. Please have her contact my General Sales Manager, Howard T[redacted] @ ###-###-#### and he will assist her with whatever she chooses. Thank you again for bringing this matter to my attention as I use these situations to council my staff in providing a positive customer experience. Respectfully, Joe G[redacted]Executive ManagerGateway Chevrolet

Tell us why here...Att: Resolution Dept. We have received the complaint from [redacted] and respond as follows.  We did try to work things out with [redacted] here at the dealership however our attempts at resolution were all turned down by her. The vehicle was...

performing properly and when we looked at it again there was no signs of fuel intake malfunction. Her complaint stems from another shop trying to sell her a preventitive repair on an almost 10 year old car. Her paperwork from the other dealership said "suggest" replacement of the part which would mean it was functioning. We did offer her a discount here in an effort to satisfy her concern which she turned down. To continue our good rating with the Revdex.com as well as another effort to show her good customer service we will (as we have always told her) refund her the $110.00 for the other dealer's work and $25.00 extra to cover her fuel from Tempe to Avondale.  Please consider this case closed and resolved as we will mail the check out today. Respectfully, [redacted]Executive Mgr/GM

Dear Sirs,

In answer to [redacted] complaint # [redacted] we have included the original paperwork showing what was built on that particular car.  The car as you can see from the information came with a tire sealant and inflator kit (in place of spare tire).

As this...

information is listed on the car, we feel we have no issue here.  However, in good faith we are going to refund [redacted] a sum of $156.41 also attached, which leaves him paying dead cost for the merchandise he ordered.

We hope this will be a fair and equitable measure for this complaint. 

Best Regards,

Office Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that the calls have stopped and I am satisfied with this response and action taken.

Regards,

Even though the vehicle did not have a spare, I was not given the opportunity to purchase the spare wheel and jack kit set at the negotiation table. If I was told that the vehicle did not have a spare, then I could have kept my trade in vehicle or negotiated on a vehicle with a spare. I was not informed that this vehicle did not have a spare nor runflat tires. 

Included in this correspondence is a copy of the receipt for my out of pocket expense. If Gateway would like to resolve this matter, The could at the minimum meet me halfway on the cost.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

In regards to the complaint #[redacted], please see attached form for Certified Pre-Owned vehicles.We have called and left numerous messages for the customer to call so we can discuss this process with him, however our calls are not being returned.We will be happy to speak with the...

customer, if he calls, and see what we can do to help him out.Sincerely,[redacted]General Sales Manager

So our 2008 Chevy Tahoe's engine light and battery light has been coming on so my wife drops off the Tahoe at their service department to take a look. (I know it's not the battery I just changed it) The charge $120 dollars just to look at it. But they said they will apply it to the bill if you have the work done there. (Ok that's cool) So I get a call from them and it turns out it is the alternator - Ok how much? $980 dollars for parts and labor? Are you F'N kidding me!!!!! An alternator for the 2008 Chevy Tahoe can range from 100 to 400 dollars depending on the type etc.... To change the alternator is a 30 minute job. I've done it. Please check YouTube videos or take it to someone you can trust etc... even a friend who knows how to work on cars/trucks - hell do it yourself and buy the tools and you still save 600 hundred dollars - they are pathetic! I feel sorry for the people who take their Vehicle there who are not computer savoy on mechanically inclined or older people etc.... What is this Sears all over again!!!!

When I purchased the vehicle the exhaust system was not in a stock condition. I was mislead, and I will be taking legal action should the issue not be resolved

With respect to Mr. [redacted] situation we will stand by our first response and offer of resolution.  
Respectfully,
Howard T[redacted]

The DIC went completely dark by the time I got 3 or 4 miles from the dealership. (about camelback or Bethany Home rd. and 99th ave.)  I asked you before I left, specificly "even if it goes completely  dark with the A/C on all nice and cool that's the is the way it is suppose to work?" You told me vary clearly "Yes" so I saw no reason to bring it back as You made it clear that it is supposed to go Completely dark "with the A/C on all nice and cool"... Are you now going to amend that claim?  If so lets get it fixed. whadda you say.

I have been in contact with Mrs. [redacted]. Currently we are working on her vehicle and a resolution of her finance concerns. I did give several options which they will discuss and let me know how to proceed. I certainly apologize to the [redacted] for any inconvenience regarding their experience. I will do my best to give them a solution that makes them happy.
Sincerely,
Howard T[redacted]

Although we feel we did nothing wrong in this instance we do wish to inform Mr. [redacted] that we are sorry for any misunderstandings or confusion he had at our dealership. We contract with a 3rd party vendor to apply our window...

stickers when they photograph our vehicles for online display. His pricing data comes from our 3rd part data provider which is not filtered through the dealership. He priced this vehicle late on the 20th. On this vehicle there was a computer error which caused the sticker to print the erroneous price. Our inventory attendant walks our cars the day after this is done to inspect and correct if needed as mistakes sometimes do happen. Mr. [redacted] issue happened before we had a chance to correct the error. The vehicle in question was a Late model pick up truck in great condition and any certainly would not be worth $976.00. This was explained to Mr. [redacted] however he did not find the explanation acceptable and was very demanding with his effort to exploit a clear computer error and not an intentional means to deceive a consumer. At this time we feel nothing extra is owed to Mr. [redacted] however in a goodwill effort we would certainly extend a very generous discount to him should he find a vehicle here to his liking.  I also have reviewed our procedure with both my sticker provider and inventory attendant to put a better system in place to try to head off these issues in the future. Respectfully, Howard T[redacted] General sales Manager

July 16, 2014

To whom it may concern,

In response to complaint [redacted], we have completed  the cancellation of questioned warranty on July 15,2014 when Mrs. [redacted] came into the dealership.  We apologized to Mrs. [redacted] for the delay in...

paperwork as it was never received to the proper personnel in our accounting department. One of our employees,[redacted],did receive an email questioning the status of the cancellation  refund on July 14, 2014 and responded  to Mrs. [redacted] to try to resolve the issue that day.

Once Mrs. [redacted] came in,[redacted] called the warranty company to receive a quote and cancel the warranty for the May 16,2014 date and 7984 miles when she had sold the vehicle.  Mrs. [redacted] will be receiving $861.26 directly  from [redacted] in which the proration is based on 36.45% of the time she had the contract  and the amount she paid for the extended warranty contract.  The delay in paperwork had no effect on the cancellation refund amount or proration as the cancellation date and miles used was May 16,2014 and 7984 miles as it states on the odometer.

[redacted] called [redacted] and verified  the on Thursday July 17,2014 is when the check will be issued to Mrs. [redacted] and will be mailed to her directly.

We do sincerely apologize for the delay in Mrs. [redacted] receiving her cancellation monies back.

 

Sincerely, 

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID...

11873108, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Unfortunately this case was a bit tough to rectify as our customer has moved residence twice since this claim was opened. Having said that we are happy to report we received confirmation from a local body shop where the customer is now located that repairs will be made on 4/25. We have been in...

contact with the customer and she is happy with the resolution. Thanks again for allowing us the time to satisfy our customers properly.

Due to GM having access and control over our back end website, inbound units, (which are not physically on the ground) tht populate AFTER we have set inventory pricing are forced fed incentives that GM automatically sets.  This overides the pricing we have set and duplicates the existing...

rebates that are currently assigned to a vehicle.  We get no notification that this has occurred.  When this happpens, we have to go in (which we did and manually re-update the pricing and delete the GM takeover specials)  Cobalt knows this is an issue and has built a fix for this which should eliminate the confusion in the future.  We did show  the customer the issue while he was here and  at the time he understood.  We are doing our best to work with this issue so we remain in good standing with both the Revdex.com and our customers.Disclaimer on our VDP's "Gateway Chevrlet assumes no responsibility for typographical error."

Good Morning,
In regards to Mr. [redacted] complaint we respond as follows. We did address the concern regarding the dimming of the DIC in the Silverado. We did keep the vehicle and provide Mr. [redacted] with free loaner transportation while we tried to duplicate his concern of a blank screen. Our...

Service Manager, Shop Foreman, Electrical technician took several of the same models as control vehicles and all of them acted normally as designed by GM engineering. Per the attached service bulletin GM built in a safety feature to help prevent a failure of the cluster panel under certain temperature conditions. At this time we cannot duplicate a blank screen failure in Mr. [redacted] vehicle as he described. We did explain this to Mr. [redacted] and supplied him with the assistance contact for GM should he still have concerns. We are committed to helping resolve this for Mr. [redacted] any way GM wants us to. At this time there is nothing more Gateway can do as the vehicle is operating normally and we cannot duplicate any blank screen concern at this time. Respectfully,
Howard T[redacted]

Due to GM having access and control over our back end website, inbound units, (which are not physically on the ground) tht populate AFTER we have set inventory pricing are forced fed incentives that GM automatically sets.  This overides the pricing we have set and duplicates the existing...

rebates that are currently assigned to a vehicle.  We get no notification that this has occurred.  When this happpens, we have to go in (which we did and manually re-update the pricing and delete the GM takeover specials)  Cobalt knows this is an issue and has built a fix for this which should eliminate the confusion in the future.  We did show  the customer the issue while he was here and  at the time he understood.  We are doing our best to work with this issue so we remain in good standing with both the Revdex.com and our customers.Disclaimer on our VDP's "Gateway Chevrlet assumes no responsibility for typographical error."