Grupo Cosmic

Initial Business Response / [redacted] (1000, 13, 2016/02/08) */ When customer took delivery of this vehicle on December 23, he mentioned scratches and a glob of paintHe asked if we could take care of the scratches and try to make the glob look any betterWe took the vehicle back to the detail department and took care of the scratches and buffed the glob on the vehicleWhen we returned the vehicle back up front to customer he said he was happy that the scratches were gone and that the glob looked much better and he could live with itWe feel that any physical conditions that the customer had concerns with was taken care ofNothing was ever mentioned about scratches in the windshieldA few days later the customer contacted the salesperson and stated he found more scratches on the vehicle and wanted them taken care ofThere were a few issues with scheduling him in with the holiday season and people being out illWe finally had the customer take his vehicle to our vendor who takes care of our scratches and he went over the vehicle with him and showed him all of his concernsWhen our vendor finished the vehicle he stated that the customer was happy with the resultsCustomer purchased vehicle as preowned and therefore can't expect it to be like new conditionAs for the scratches in the windshield we offered to try and buff them out and customer is not comfortable with thatHe feels that the scratches are a safety issue and wants the windshield replacedThe only way this would be a safety issue is if the windshield was broken which is not the caseAs for the gas card promotion, we apologize that we were out of cards and had to give him a check for $insteadDoug Chevrolet feels we have taken care of this customer's concerns of scratches on two different occasions and customer left satisfied on both occasionsIf customer was not satisfied he would of never taken delivery of the vehicle Thank You Tracy B [redacted] Customer Experience Manager Doug Chevrolet [redacted] Initial Consumer Rebuttal / [redacted] (3000, 15, 2016/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear ***, What you fail to realize is that my old vehicle was left on the lot of Doug Chevrolet on the 23rd of December and I did call twice that day about items you are not responding to, stating I called back a couple of days later, because I needed someone to drive it back to my house and had to leave it on the Doug Chevrolet lot for the night I called the salesman, Jeff Sikora, the next morning on the 24th, not a couple of days later,and while my friend was listening to the conversation MrSikora ASSURED along side me, I was ASSURED that the paind globs covered up with clearcoat, scratches and chips would be taken care ofThe only way to handle chips is to PAINT THE VEHICLEWithout this ASSURANCE, I would have simply brought the car back on the 24th and returned it as I had my old vehicle on your premises If you would have asked Toy, from Ultra Gloss, about my being tired he would have told you I spilled my coffee cup twice over his desk blotterThey did a nice job of touch up paint versus the globs of paint, but nothing was done with the chips of paint out of the vehicles roof and scratches that are permanent, which solves nothing as it will have to continue to be touched up over and over again, and those are the words of his personnel I'm left dumbfounded by your reply in generalI would have thought a lot more of my salesperson if he didn't ASSURE me these items would be taken care of and actually took care of them, but he didn't If you actually feel like responding to all the items I mentioned in my original complaint along with this information, please do soOtherwise you're wasting my time and yours with the outrageous implication that this is all my fault type of response you have given just to keep a good rating with the Revdex.com oF Akron, Ohio Final Business Response / [redacted] (4000, 18, 2016/03/07) */ Doug Chevrolet still stands firm on it's initial responseWe have tried to help this customer out and we just can't make him happyWe have addressed all of his concerns and once we do he pops up with more concernsHe has also filed a complaint with AUTOCAP and now is stating that he is having problems with his windshield wipers and he now he feels that he was mislead and his vehicle did not have an oil changeI have sent over the proper paper work to show proof of the oil changeIt seems that no matter what we do he is not satisfiedWe feel that we have done everything to try and make this customer satisfied but have failedWe wish this customer good luck

Initial Business Response / [redacted] (1000, 5, 2016/05/27) */ The customer purchased this vehicle via phone since he was an out of state customerWe informed him that we would draw up the paperwork and ups them to him for all the necessary signaturesWhen we drew up the paper work by LAW we are not allowed to date it aheadThe paperwork was drawn up on 4/12/and ups to himAt that point the vehicle is sold and the "in Service" warranty date beginsI'm sorry that the customer does not understand that Doug Chevrolet cannot break the lawThe customer had to have the paperwork back to us by 4/18/to receive his 15% cash back rebateI think the customer is thinking because of this his in service date should be 4/18/Again, the law is the in service date begins on the date of the contract is drawn upWe have explained this to the customer along with GM customer service but he is refusing to accept thisThere is nothing that we can do to change the date Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am requesting proof from Doug Chevrolet that the "LAW" required them to put a fraudulent, incorrect "in service date" on the contractIt strikes me as rather odd that the government would force them by "LAW" to put an "in service date" on the contract that does not actual match when the vehicle was actually put into serviceIf this is accurate and it is really the "LAW" that they must put this date on the contract, then the terminology needs to be changed from the "in service date" to the "contract drawn up date", because, as I have insisted all along, the vehicle clearly was not "in service" on 4/12/16; unless somehow I magically had the vehicle "in service" while it was sitting on their [redacted] showroom floor Final Business Response / [redacted] (4000, 9, 2016/06/13) */ Apparently there has been some confusionThe government has nothing to do with thisPerhaps I should of used a better term than "law"It is GM's rule that the car is reported sold to them according to the date of the contractOnce the contract is drawn up the vehicle then becomes eligible for "in service" dateAnd since the contract was drawn up on 4/12/when the customer purchased the vehicle that is when the "in service" date beginsDoug Chevrolet employees have been cursed out by this customer and I feel there is no need for his abusive languageAgain there is NOTHING we can do to change this date!

Business called to confirm that they have met with the consumer and agreed to do the requested work at their Nagy Collision Center

Initial Business Response /* (1000, 5, 2016/01/11) */
Doug Chevrolet purchased this Chevy Impala onlineCarfax is our sole source to vehicle history in making purchasing decisionsWhen we purchased the vehicle on 9/27/there was not data on the carfax regarding an accident with an airbag
deployIf the Carfax had shown this, Doug Chevrolet would of NEVER purchased this vehicleCustomer purchased vehicle on 11/27/and there was still no data reporting an accidentThe only data on carfax was a couple of warranty repairs that we took care of once we received the vehicleThe vehicle went through a thorough inspection and it was found to be structurally soundThere were no codes stored that the airbag had deployedAfter the customer contacted us about his concern we contacted Carfax and found out that the vehicle was in an accident in June of and it took till December 20, to show up on the reportPlease see attached letter from CarfaxEvery vehicle we advertise the customer can see the Carfax report for freeWhen we had the vehicle the accident was not on the Carfax yet so Doug Chevrolet had no knowledge that this vehicle was in an accidentWe offered the customer today, 01/11/to purchase his vehicle for $over trade in value and give him a check for $11,We extended this offer for days after todayWe feel this is a fair offer for like the customer, Doug Chevrolet had no knowledge that the vehicle was ever in an accident
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't want to trade the car inI wanted to sell the car, I no longer need itThe car should be worth 14,(Please see attachments)
As far as the late car fax notificationthey need to take that up with car faxThey should've hade all the information when they sold me the carI paid them market value and expect the car to be worth market value
Final Business Response /* (4000, 9, 2016/01/22) */
Doug Chevrolet has offered this customer a fair market wholesale value for his vehicleIf the customer wishes to receive retail value then he needs to do that on his ownDoug Chevrolet does not purchase retailAs far as the car fax notification, again it is not Doug Chevrolet's fault that it was not on the report

The customer was notified of the less than ideal conditions of the back-fill material beneath the remaining garage floor and the potential for those conditions to adversely affect the replaced flat-work, as the work area was immediately adjacent to it. The customer was given the opportunity,
at that time, to remedy but declined. Mural & Son, Incvisited the site approximately two months after completion to address complaint of 'cracking'. Shrinkage cracks were observed in one area near the man door. The customer was notified that cracking due to shrinkage is not covered under the waterproof warranty. Shrinkage cracks may occur as concrete cures for various reasons. Contractor left the site upon completion of the pour and the customer was notified to maintain proper ventilation and keep all items and especially vehicles off the concrete as it cured. Contractor has no way of knowing if the advice was followed, or like previously, just disregarded

Initial Business Response /* (1000, 5, 2015/09/04) */
Mr*** acknowledged and signed off that he was purchasing the vehicle "as is"Doug Chevrolet is more than willing to help out and offered a one time good will gesture of splitting the bill with Mr***We believe that this is more than
fair on an "as is" year old vehicle

Initial Business Response /* (1000, 5, 2015/07/16) */
Doug Chevrolet offered assistance to Ms*** on the issues she was having because she was a past customer of oursWe had the engine replaced for her on a "as is" vehicle to try and help her outThe company that did it wound up replacing
it a second time because the first replacement wasn't a good oneWhen she got the second engine everything ran fineNo one from Doug Chevrolet stated that she should be able to get over 100,miles on this replacement engineDoug Chevrolet feels it went above and beyond to help this customer out
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received poor customer service through the entire purchasing process with this vehicle, even when I asked for proof of maintenance on the engine, I recieved push backThis car hardly lasted 10,miles on the engineI had engine rattling from day one of this replaced engine and I was told I "have to deal with it" because the dealership had "done way more than they needed to" and I technically should have "never been offered a new engine in the first place"I feel like I have been cheated out on my money and was treated poorly in the process, all the while I was going through hardships which they were aware of
Final Business Response /* (4000, 10, 2015/07/27) */
Doug Chevrolet still feels that we went above and beyond to help out this customerShe purchased an "as is" vehicleWe still stand firm in our original response

I am rejecting this response because:Consumer called with Rebuttal He took his car to Toyota of Wooster on 3/as they had agreed He has tried to discuss the findings with *** Chevrolet since thenLeft message for *** ***, but they have not connected yet

Initial Business Response /* (1000, 5, 2016/05/27) */
The customer purchased this vehicle via phone since he was an out of state customer. We informed him that we would draw up the paperwork and ups them to him for all the necessary signatures. When we drew up the paper work by LAW we are not...

allowed to date it ahead. The paperwork was drawn up on 4/12/2016 and ups to him. At that point the vehicle is sold and the "in Service" warranty date begins. I'm sorry that the customer does not understand that Doug Chevrolet cannot break the law. The customer had to have the paperwork back to us by 4/18/2016 to receive his 15% cash back rebate. I think the customer is thinking because of this his in service date should be 4/18/2016. Again, the law is the in service date begins on the date of the contract is drawn up. We have explained this to the customer along with GM customer service but he is refusing to accept this. There is nothing that we can do to change the date.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting proof from Doug Chevrolet that the "LAW" required them to put a fraudulent, incorrect "in service date" on the contract. It strikes me as rather odd that the government would force them by "LAW" to put an "in service date" on the contract that does not actual match when the vehicle was actually put into service. If this is accurate and it is really the "LAW" that they must put this date on the contract, then the terminology needs to be changed from the "in service date" to the "contract drawn up date", because, as I have insisted all along, the vehicle clearly was not "in service" on 4/12/16; unless somehow I magically had the vehicle "in service" while it was sitting on their [redacted] showroom floor.
Final Business Response /* (4000, 9, 2016/06/13) */
Apparently there has been some confusion. The government has nothing to do with this. Perhaps I should of used a better term than "law". It is GM's rule that the car is reported sold to them according to the date of the contract. Once the contract is drawn up the vehicle then becomes eligible for "in service" date. And since the contract was drawn up on 4/12/2016 when the customer purchased the vehicle that is when the "in service" date begins. Doug Chevrolet employees have been cursed out by this customer and I feel there is no need for his abusive language. Again there is NOTHING we can do to change this date!

Revdex.com 222 West Market StreetAkron, Ohio 44303   RE: Complaint ID# [redacted] Customer: [redacted] 3/23/2017 Dear Mr. [redacted], We had Mr. [redacted] bring his Toyota Camry in for our independent Body Shop to look at. This shop is also a Nagy's body shop. After looking the vehicle over...

they suggested to the customer that they needed to take the vehicle to a Toyota shop for in their opinion they feel that this damage is a factory defect. So as of right now we are waiting on customer to contact us back with the results of his visit to the Toyota shop. [redacted] Customer Relations Manager [redacted] Chevrolet [redacted]

Initial Business Response /* (1000, 13, 2016/02/08) */
When customer took delivery of this vehicle on December 23, 2015 he mentioned 2 scratches and a glob of paint. He asked if we could take care of the scratches and try to make the glob look any better. We took the vehicle back to the detail...

department and took care of the scratches and buffed the glob on the vehicle. When we returned the vehicle back up front to customer he said he was happy that the scratches were gone and that the glob looked much better and he could live with it. We feel that any physical conditions that the customer had concerns with was taken care of. Nothing was ever mentioned about scratches in the windshield. A few days later the customer contacted the salesperson and stated he found more scratches on the vehicle and wanted them taken care of. There were a few issues with scheduling him in with the holiday season and people being out ill. We finally had the customer take his vehicle to our vendor who takes care of our scratches and he went over the vehicle with him and showed him all of his concerns. When our vendor finished the vehicle he stated that the customer was happy with the results. Customer purchased vehicle as preowned and therefore can't expect it to be like new condition. As for the scratches in the windshield we offered to try and buff them out and customer is not comfortable with that. He feels that the scratches are a safety issue and wants the windshield replaced. The only way this would be a safety issue is if the windshield was broken which is not the case. As for the gas card promotion, we apologize that we were out of cards and had to give him a check for $100.00 instead. Doug Chevrolet feels we have taken care of this customer's concerns of scratches on two different occasions and customer left satisfied on both occasions. If customer was not satisfied he would of never taken delivery of the vehicle.
Thank You
Tracy B[redacted]
Customer Experience Manager
Doug Chevrolet
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
What you fail to realize is that my old vehicle was left on the lot of Doug Chevrolet on the 23rd of December and I did call twice that day about items you are not responding to, stating I called back a couple of days later, because I needed someone to drive it back to my house and had to leave it on the Doug Chevrolet lot for the night.
I called the salesman, Jeff Sikora, the next morning on the 24th, not a couple of days later,and while my friend was listening to the conversation Mr. Sikora ASSURED along side me, I was ASSURED that the paind globs covered up with clearcoat, scratches and chips would be taken care of. The only way to handle chips is to PAINT THE VEHICLE. Without this ASSURANCE, I would have simply brought the car back on the 24th and returned it as I had my old vehicle on your premises.
If you would have asked Toy, from Ultra Gloss, about my being tired he would have told you I spilled my coffee cup twice over his desk blotter. They did a nice job of touch up paint versus the globs of paint, but nothing was done with the chips of paint out of the vehicles roof and scratches that are permanent, which solves nothing as it will have to continue to be touched up over and over again, and those are the words of his personnel.
I'm left dumbfounded by your reply in general. I would have thought a lot more of my salesperson if he didn't ASSURE me these items would be taken care of and actually took care of them, but he didn't.
If you actually feel like responding to all the items I mentioned in my original complaint along with this information, please do so. Otherwise you're wasting my time and yours with the outrageous implication that this is all my fault type of response you have given just to keep a good rating with the Revdex.com oF Akron, Ohio.
Final Business Response /* (4000, 18, 2016/03/07) */
Doug Chevrolet still stands firm on it's initial response. We have tried to help this customer out and we just can't make him happy. We have addressed all of his concerns and once we do he pops up with more concerns. He has also filed a complaint with AUTOCAP and now is stating that he is having problems with his windshield wipers and he now he feels that he was mislead and his vehicle did not have an oil change. I have sent over the proper paper work to show proof of the oil change. It seems that no matter what we do he is not satisfied. We feel that we have done everything to try and make this customer satisfied but have failed. We wish this customer good luck.

Business called to confirm that they have met with the consumer and agreed to do the requested work at their Nagy Collision Center.