Greg Lilly Auto Sales Inc

Our head mechanic was scheduled to be out of town between April 3rd until April 8th.  That trip has been cancelled, so he will have free time with no appointments scheduled.  I spoke with him about the Acadia and his thought is it is a shame for it not to be finished when all it needs is a valve repaired.  He believes he can repair it (Parts Only) for 200 to 400.  Our offer is to go ahead and finish the job.  If it fixes the miss, you can pay us for the parts.  If it doesn't, you won't need to pay for the parts.  Sound fair?  Nobody can look into that motor and 100% say what will happen, but the mechanic is pretty confident that will take care of the problem.

[redacted] purchased an Acadia from our dealership about  six months ago.  He put over 10,000 miles on the vehicle in that six month period.  I realize he is frustrated that his vehicle had a problem, but I'm not sure how we could predict the vehicle would have a break down 10,000...

miles later.  These are used vehicles with 100,000 miles.  We realize problems can occur and we stepped up and provided free service.  The job we agreed to perform involved timing failing in the vehicle.  Our free service would have cost the customer about 2,600 at another garage.  All we asked for was the actual wholesale parts costs, which were around 700.00. The customer agreed to pay, but has yet to pay.  The customer was warned that sometimes when vehicles "jump time," they bend valves.  There was just no way to know whether a valve was bent, or is bent now, without removing the head.  The vehicle came to us not running, after the timing job the vehicle runs and drives, but has a slight miss.  This was explained to the customer numerous times before the service was performed.  The miss might naturally come out, or it could require the replacement of the valve.  We offered to replace the valve at actual cost, which is around two to four hundred dollars.  So, the customers statement that we refused to help is not truthful.  Also, in 10,000 miles, our mechanic did not believe the vehicle had been serviced.  Had a outside warranty company examined the oil, they would have required receipts for oil changes and quite possibly would have denied the claim without them.  Dirty oil has been tied to these types of timing problems.  Adequate maintenance by the customer could possibly have prevented the timing failure.  At this point, the vehicle should have been on its 4th oil change.   Quick rundown on what happened.  (1) Customer purchased a vehicle with a three month, 3,000 warranty.  They had the vehicle for 6 months and put 10,000 miles on it.  Thus, they were out of warranty by time and mileage.  Not only that, but there was evidence that the vehicle had not been properly maintained (dirty oil).  (2) Even though the vehicle was out of warranty, we agreed to provide free labor and perform a repair, which would have cost 2,600.00 at another garage, at a cost of 700.00 to our customer.  (3) Finding the potential of a bent valve we agreed to perform an additional free labor repair of two hundred to four hundred, that would easily cost 2,000 at another garage.  To prove ourselves as a better dealer, we often times ignore warranties, mileage and abuse to aid our customers.  We stand ready to help our customer, but truthfulness should be a prerequisite for future dealings.  Greg Lilly Auto Sales Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Greg Lilly states we are not being truthful. In response to servicing, we had ours changed and have receipts. The first time, being 2 days after we purchased it bc it was low. We talked to the sales rep many times, warranty in tact, and took it to the garage. They told us it had to completely break down before they could fix it. Our warranty was 6,000 miles and 6 months. It broke down 3 days after the warranty went out time wise. We talked to them and they agreed to fix it labor free. So we towed the acadia in, out of pocket, and they had it close to 6 weeks. We called every 4 days or so to see if it was fixed and running. He said he had never fixed this problem before and wasn't sure quite how to go about it. He said nothing else was wrong with it and would be up and running when he got he motor back together. He called when he finished and said we could come pick it up but it had a PRETTY BAD MISS to it. There was no, missing slightly, or it would resolve on its own. He said it was MISSING PRETTY BAD! I told them I didn't not want to accept it this way and I wanted it fixed. They said they would fix it and that's the way I would accept it. The miss was explained that it could possibly not make it home and that's why I didn't want to accept it that way. I spoke again with the sales rep after the mechanic pretty much  told us he was done working on it and it basically needed a new motor, and she said she would speak with the mechanic and see if there is another part to fix it. She contacted us again and told us it needed a cylinder and it would cost $500 to fix. They also mentioned he would t start on it for 5-6 weeks and then have it another 5-6 weeks working on it because he didn't have time to work on ours. I most certainly don't want to go ANOTHER 10+ weeks without my vehicle and am sckeptical to even try because of what the mechanic said about the motor. I put everything I had down on this "nice" vehicle and expected the lot to be honest about the deal I was making. I just want it fixed or replaced. That is all we are asking. We tried to get this resolved before the warranty ran out but they refused until it completely broke. I'm just asking for my vehicle in running condition. 
Regards,
[redacted]