Granger Chevrolet

After reviewing all the facts surrounding this complaint we want to apologize to the customer for any frustration they experienced throughout this process. With that being said, I have pulled all the records showing exact details of the transaction. He received 90% credit back from his cancellations...

with the odometer reading 13,000 miles. This means he lost 10% of his cancellation not the 20% he claimed.  We have agreed to reimburse the customer the $554.40 they feel they are entitled to if this will satisfy the customer. Our goal here is to always provide the top customer service and when that fails to happen we will do what needs to be done to make it right. So, if the customer agrees to resolve this then we will prepare a check for him in the amount of $554.40 and can have it ready for him/her as early as next week. Because of this incident we now created a checklist for all customers dealing with cancellations and customer service to assure this doesn’t happen again to someone else. We have also reprimanded  the finance officer and made it very clear that this will not happen again or he will be terminated. We apologize again for any inconvenience this caused the customer and will continue to learn from situations like this moving forward.thank you,[redacted]Finance Director

In response to [redacted] statement-1) We have a VERY agressive pricing strategy on our vehicles for sale. One part of that strategy is to adjust pricing on our vehicles every 7 days. We look at similar vehicles for sale in our market and adjust the pricing to be competitive. Obviously as a...

vehicle ages, most priced are "marked down" but depending on the competitive vehicles similar to ours, some could be "marked up". The particular vehicle that Ms. [redacted] was considering has been "price adusted" 13 times since we listed the vehicle for sale. Saying all of this, we are not going to lose someones business by $100 on a car. (So this is a "none issue" to us. We will honor the $100 price change) Concerning the $699 charge on the car. When on our showroom floor, Ms. [redacted] was shown a "paint and interior protection package" for her car. (This is a standard practice for ALL of our Sales Staff) This package is sold for $699.00. Over 87% of our customers purchase this package. 13% do not. If she does not want the package, the cost of it can be remove when she sits down to complete paperwork with our Business Manager. (Again, not a problem).2) The $4000 adjustment in the final "drive out" price was AFTER Ms. [redacted] informed us that she would NOT be trading her vehicle in. She had equity in her vehicle she was trading. Obviously if she is removing a trade-in vehicle that she has equity in, the "drive out" price that was previously negotiated will INCREASE. (Very similar if a person decides to remove a "down payment", the "drive out" price will INCREASE.) We have a complete transcript of all 26 e-mail communications between Ms. [redacted] and our Sales Agent. I have personally reviewed ALL of these emails, and there was ABSOLUTELY NOT any price changes done UNTIL the email was sent to us from Ms. [redacted] removing her trade-in vehicle from the transaction. After we recieved that email, we recalculated her car deal. All of the figures were recalculated. By the trade-in being removed from the car deal, all of the taxes changed, the cost of the "trade difference" was increased and obviously, the total "drive out" price increased. If Ms. [redacted] would enter her trade-in back in the transaction, the "drive out" price would revert back to $20375, which is the EXACT "drive out" price that we originally started with in the beginning. (Again, we have 26 email transactions supporting the accuracy of the "drive out" price NOT changing until Ms. [redacted] chose to change the car deal) If the Revdex.com would like for us to scan all 26 pages of emails and forward, we would be happy to do that.3) The only signed document that we have from Ms. [redacted] is a "pay-off verification" on her trade-in vehicle. Now that Ms. [redacted] would not be trading her vehicle in it is irrelavant, but again if the Revdex.com requests we could scan this document and forward it. Ms. [redacted] DID NOT sign any type of a "buyers contract" or an agreement on a "deal worksheet". I have personally looked at both and these documents have NO signature.4) We apoligize if our Sales Managers or Sales Agents have not returned any calls. Perhaps our Sales agent felt that she was communicating thoroughly to Ms. [redacted] through the 26 emails. We normally let the customer choose their preffered method to communicate ie: email, text, home phone, business phone, mobile phone. After Ms. [redacted] informed us (by email) that she would "contact her attorney", our employees were informed to cease communication to her. 5) Overall, we deeply apoligize to Ms. [redacted] for any misunderstanding or mis-treatment by [redacted] Chevrolet. We have been in the car business in Orange since 1980 with Automart and since 2008 with [redacted] Chevrolet. We are VERY proud of our A+ rating with the Revdex.com. After selling over 40,000 people vehicles since 1980, we understand how important a great reputaion is. In no way what so ever, do we want someone upset with us or feel that they have ben treated unfairly.Thank you,[redacted]

Please review the enclosed documents-The [redacted] have not received the leather seats yet because they have not completely paid for their vehicle transaction. They still owe Granger Chevrolet $1591.36. This amount is from a payoff difference in their trade in vehicle. Mr. [redacted] gave us an ESTIMATED...

payoff of $17500. The ACTUAL payoff was $19091.36. Granger Chevrolet had to pay the difference ($1591.36) to receive the title to their trade. The documents attached CLEARLY reflect that the CUSTOMER is responsible for the difference (if any difference). Mr. [redacted] signed this document and CLEARLY knew that he would owe the difference. This complete issue has been clearly communicated to the [redacted]. If you need any other assistance please let us know.