Granite Run Pontiac Buick GMC Incorporated

September 03, On Tuesday September 01, received your correspondence in regards to our Customer [redacted] , your ID # [redacted] Granite Run Buick GMC serviced customer's truck on 07-25-with milesSeveral days and miles later our customer is in a GMC dealer in Connecticut, They advise him his lug nuts on front wheels are hand tight (loose)Although this would be physically impossibility for a vehicle to drive miles (at a high rate of speed on the NJ Turnpike) with lug nuts loose, we immediately agree to credit [redacted] up to $50.00, no questions askedDiagnosing and tightening "wheels that were never tightened" does not involve a significant amount of time, however we agree to pay the projected charge of $62.00.Our customer's father presents the invoice in our place of business on the following Saturday and is loud, rude, demeaning, and extremely disruptive to our customers and employeespersonally contact our customer via his cell phone on two occasions to discuss the invoiceMessages were left, no response from our customer.I call the dealer in CT to determine what was done for an additional $of unauthorized charges, No response from their employeeIn the interest of brevity, I will not document all the elements concerning this customer that documented in my first draft of this response which was not forwarded to youThe sticking point in this transaction goes beyond the physical impossibility of wheel lug nuts being hand tight after miles of high speed driving after our serviceIt goes beyond the rudeness of the family to our peopleWe did not question the situation between our customer and another dealerWhat drove the impasse was simply a $125,repair for a clunk noise the customer told me he noted in his truck prior to our serviceThe dealer charged the customer to look at the concern, but provided no cause, correction, advice, but told the customer nothingHowever the customer aggressively and rudely demanded payment from us weeks after contacted him for clarification and resolution, No offer of answers or understanding of the charges was providedIn the end, we should have just rolled over and gave away the money without questionIt would have been less aggravation for meBut I wonder if our customer would pay any business $without question, without clarification or prior approval? I think notNever the less, to end the madness and the abuse, authorized and internal check request on August for the full amount including the phantom chargesprovide, to your office, a copy of our check dated August it's a shame our customer does not return the calls we makeHe would have known this minutes after he disconnected our call.By refunding these charges, Granite Run assumes no liability for the work performed by the dealer in CT[redacted] , we will mail this check to our customer immediately following a conversation with your office pertaining to this caseThank you in advance for your return callBest Regards,Robert VService & Parts Director

Dear *** ***,
padding: 0px">We were contacted by your office regarding a complaint about a client's reimbursement*** *** purchased a *** *** from Granite Run Buick GMC on February 1, The client's concern is that he was not refunded the money he put out to fix the problem that Granite Run Buick GMC had created
Prior to any sale of our pre-owned vehicles they go through a cheand we perform needed maintenance and replace items as they are neededIn the case of ***'s ***, one of the items that was replaced by the dealer was the serpentine beltIn this email please find the listed of the replacements and services performedWe agree with *** *** that the aftermarket belt created a loud squealing sound and the fix for that was a *** OEM belt
In our correspondence to *** *** about this matter we offered to replace the belt at our shop*** *** expressed to us that it would be more convenient to replace it at a *** dealer close to himWe did agree to this for his convenience and all we asked was please to provide us with the receipt
We have left several messages for *** *** to reimburse him for the money he spent and we still in need of billWe can not process his check with out a bill showing the amount that is needed
Our top goal as always at Granite Run Buick GMC is customer service and we thank your office in helping us with a copy of the bill so we can get this matter closed
Anthony ** M***Used Car ManagerGranite Run GMC BuickMedia PA E Baltimore Pike

September 03, 2015
On Tuesday September 01, 2015 received your correspondence in regards to our Customer [redacted], your ID # [redacted].
Granite Run Buick GMC serviced customer's truck on 07-25-15 with 46608 miles.
Several days and 351 miles later our customer is in a...

GMC dealer in Connecticut, They advise him his lug nuts on front wheels are hand tight (loose). Although this would be physically impossibility for a vehicle to drive 351 miles (at a high rate of speed on the NJ Turnpike) with lug nuts loose, we immediately agree to credit [redacted] up to $50.00, no questions asked. Diagnosing and tightening "wheels that were never tightened" does not involve a significant amount of time, however we agree to pay the projected charge of $62.00.Our customer's father presents the invoice in our place of business on the following Saturday and is loud, rude, demeaning, and extremely disruptive to our customers and employees. personally contact our customer via his cell phone on two occasions to discuss the invoice. Messages were left, no response from our customer.I call the dealer in CT to determine what was done for an additional $125.00 of unauthorized charges, No response from their employee.
In the interest of brevity, I will not document all the elements concerning this customer that documented in my first draft of this response which was not forwarded to you. The sticking point in this transaction goes beyond the physical impossibility of wheel lug nuts being hand tight after 351 miles of high speed driving after our service. It goes beyond the rudeness of the family to our people. We did not question the situation between our customer and another dealer. What drove the impasse was simply a $125,00 repair for a clunk noise the customer told me he noted in his truck prior to our service. The dealer charged the customer to look at the concern, but provided no cause, correction, advice, but told the customer nothing. However the customer aggressively and rudely demanded payment from us 3 weeks after contacted him for clarification and resolution, No offer of answers or understanding of the charges was provided. In the end, we should have just rolled over and gave away the money without question. It would have been less aggravation for me. But I wonder if our customer would pay any business $125.00 without question, without clarification or prior approval? I think not. Never the less, to end the madness and the abuse, authorized and internal check request on August 25 for the full amount including the phantom charges. provide, to your office, a copy of our check dated August 28. it's a shame our customer does not return the calls we make. He would have known this 10 minutes after he disconnected our call.By refunding these charges, Granite Run assumes no liability for the work performed by the dealer in CT.[redacted], we will mail this check to our customer immediately following a conversation with your office pertaining to this case. Thank you in advance for your return call.
Best Regards,Robert V.
Service & Parts Director

From: [redacted]@graniterun.com <[redacted]@graniterun.com>Date: Wed, Dec 23, 2015 at 10:18 AMSubject: ID [redacted]To:...

[redacted]@myRevdex.com.orgCc: [redacted]@graniterun.com, [redacted]@graniterun.com[redacted],
 
I am writing to update you on the status of this complaint against Granite Run Buick GMC. I was the particular sales associate who handled [redacted]'s Lease return and new vehicle purchase.
 
[redacted] contacted me after her lease was returned to [redacted] bank. She stated she received a bill for $190.80, and that she had purchased a [redacted] Protection Plan when she leased the vehicle. When I looked at the lease she did in fact purchase the policy so I spoke with my Business Manager Peter C[redacted] who explained that the Policy was a product provided by the Leasing Company, in this case [redacted], and they would be the point of contact to resolve the bill. 
 
I conveyed the information to [redacted] and said that she just needed to contact [redacted] as it was something they provided and they would have a record of the policy associated with her lease. She said she had already spoke to [redacted] and they said she needed to speak with the selling dealer (Granite Run) because we sold her the policy. I again explained that it was a product provided by [redacted] and that there should be no reason they wouldn't have information on the policy and be able to rectify the bill so long as it was related to Excess Wear on the vehicle which is what the policy covered. I said to let me know if she was unable to obtain a resolution and I would help in anyway I could. 
 
I never heard anything more from [redacted] until we (the dealership) received the first complaint letter from you. At which time I attempted to contact [redacted] unsuccessfully so I contacted [redacted] myself and the first contact I spoke with informed me that [redacted] did in fact have a [redacted] Protection Plan and that her balance on the account was $0.00. [redacted] also stated that they had already sent [redacted] a notice informing her that the balance on her account was $0.00
 
Our General Manager Ryan reached out to [redacted] via email to let her know that the bill was resolved and that I had followed up with [redacted] as promised. She never responded. 
 
I hope that this information will resolve complaint ID [redacted]. If you have any questions, or need any additional information please contact me.
 
Best Regards,
 
Kristopher W[redacted]Sales & Leasing ConsultantGranite Run Buick GMC1056 E Baltimore PikeMedia, PA 19063###-###-#### Ext **www.graniterun.com