Haley Chevrolet

I am investigating the details of this customer's complaint and will certainly rectify any issues promptlyI have requested documentation from our corporate office and I will provide an update as soon as it is availableAdditionally, I do not have any record of receiving an e-mail from this customer.My apologies for any inconvenience and rest assured the matter will be handled quicklyRegards, Chuck [redacted] General Manager Haley Chevrolet

[redacted] came in to our dealership on at 90,milesShe requested us to check her vehicle for it not shifting properlyShe signed the workorder with the understanding that for $we would diagnose her shifting concern We performed a diagnostic and found no immediate problemWe did notice the battery looked new and suggested that the Throttle Position Sensor might have lost it’s settings and could possibly need relearningWe did at [redacted] approval We also performed a transmission fluid exchange at [redacted] suggestionMrs [redacted] called and indicated another repair facility had noted several things wrong with her vehicle that we didn’t indicateI hoped she would have brought it in for me to verify all of that but she indicated she had since traded the vehicle in elsewhere The above comments are from our [redacted] , Chris S [redacted] Since Ms [redacted] authorized our diagnostic fee by signing the work order, I don't feel as if she is due any refundSince she has subsequently traded the vehicle to another Dealer, we have no way of verifying that any other work was needed on the vehicleIf she had brought her vehicle back to us to verify that work needed to be performed we certainly would have waived the fee if we performed the repair at our facility Sincerely, Chuck S [redacted]

This e-mail is in response the above referenced ID I have received the complaint for this customer and have responded as followsI contacted our service agreement company,
Easy Care, and instructed them to upgrade the customers coverage to the Total Care coverageWe have done this in the interest of customer satisfaction and at no charge to the customerEasy Care will send the customer a notification of this upgrade in the next couple of weeks and her coverage will continue in force
I have attempted to contact the customer personally on two occasions (Aug 5th and Aug 6th) and left a voice mail on each occasionAs of this date I have not received any response from the customerThe messages I left communicated what is written above and that I would be happy to answer any questions or concerns she may have in the future
It is my belief that this closes the case
Sincerely,
*** ***

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] When I called to set up a appointment for a diagnostic test, they told me the price per hour I said I want a full diagnostic test done and I will pay for 1 hr. lmk what you fin in the hr and then we can proceed, so then they asked me what was going on for me to want that done! I told them it was shifting funny but I wanted a full diagnostic test done! so when they called and told me they found nothing at all and that since ei just got a new battery they just reset some codes I picked up my vehicle and it still did the same problem. after I took it somewhere else and got a full diagnostic done (with a copy of the paper stating everything wrong) it was so unaffordable I traded the vehicle in! they proceeded to call the manager of the dealership and (waited a week for him to call me back) after speaking with him HE TOLD ME THEY DO A FREE 5 POINT DIAGONOSTIC ON ALL VEHICLES AT THE REQUEST OF THE PERSON! so why was I never offered this or told anything about this! this is horrible business especially for a new dealership and a big dealership!

[redacted] came in to our dealership on 3.29.16 at...

90,297 miles. She requested us to check her vehicle for it not shifting properly. She signed the workorder with the understanding that for $99.00 we would diagnose her shifting concern.  We performed a diagnostic and found no immediate problem. We did notice the battery looked new and suggested that the Throttle Position Sensor might have lost it’s settings and could possibly need relearning. We did at [redacted] approval.  We also performed a transmission fluid exchange at [redacted] suggestion. Mrs. [redacted] called and indicated another repair facility had noted several things wrong with her vehicle that we didn’t indicate. I hoped she would have brought it in for me to verify all of that but she indicated she had since traded the vehicle in elsewhere.
 
The above comments are from our [redacted], Chris S[redacted] Since Ms. [redacted] authorized our diagnostic fee by signing the work order, I don't feel as if she is due any refund. Since she has subsequently traded the vehicle to another Dealer, we have no way of verifying that any other work was needed on the vehicle. If she had brought her vehicle back to us to verify that work needed to be performed we certainly would have waived the fee if we performed the repair at our facility.
 
Sincerely,
 
Chuck S[redacted]

I am investigating the details of this customer's complaint and will certainly rectify any issues promptly. I have requested documentation from our corporate office and I will provide an update as soon as it is available. Additionally, I do not have any record of receiving an e-mail from this...

customer.My apologies for any inconvenience and rest assured the matter will be handled quickly.
Regards,
Chuck [redacted]
General Manager
Haley Chevrolet

This e-mail is in response the above referenced ID 10156028. I have received the complaint for this customer and have responded as follows. I contacted our service agreement company, Easy Care, and instructed them to upgrade the customers coverage to the Total Care coverage. We have done...

this in the interest of customer satisfaction and at no charge to the customer. Easy Care will send the customer a notification of this upgrade in the next couple of weeks and her coverage will continue in force.
 
I have attempted to contact the customer personally on two occasions (Aug 5th and Aug 6th) and left a voice mail on each occasion. As of this date I have not received any response from the customer. The messages I left communicated what is written above and that I would be happy to answer any questions or concerns she may have in the future.
 
It is my belief that this closes the case.
 
Sincerely,
 
[redacted]

Review: Bought new [redacted]. Required perfect paint, no scratches. Car transferred from other dealer b/c I was discouraged from buying factory direct. My condition was "no scratches" b/c I am "very particular". Dealer transported car by driving from "the beach". Damage to rear bumper was pointed out, at night. Hard to see. Next day saw scratches fr/rear bumpers, pass qtr, dr qtr, paint overspray on pass rear bumper. Dealer gave me car in damaged condition with promis to repair. No call for f/u, as promised. I followed up. They had detail guy put touch up pain in bumper defect instead of re-paint. Then burned buffer marks into clear coat all over car. Dealer agreed to send to their body shop. Body shop took 5 days to repair buff marks and promised to remove and re-paint rear bumper. Ugly swirl marks on every side of car, resurfaced days after body shop pick up. Body shop did not re-paint rear bump, instead did better touch up job - dirt in paint and same scratches under t/lamp. Body shop owned by Haley, as well as dealer. Body shop refused to give me a copy of estimate. Dealer said to take to body shop for problems. However, both the salesman and the body shop lied about the services they did/would provide. This 42K Black [redacted] has a ruined finish with clear coat missing in some places. The car is unacceptable as the looks of the car are about 50% of the value of owning this type of car. Body shop and employees of dealer say it is my fault b/c I have a black car and I should have bought a silver Camaro. The employees at dealer said this many times. Now their detailer ruined the finish and the body shop was not able to get the swirl marks out. I am not talking about fine scratches. These swirls can be seen far away, when the sun shines directly on that side...whichever side the sun shines on - they all show swirl marks and lines from the buffer. Body shop put compound over repairs and maybe that came off during a wash? I have never buffed this car and it has never been through a car wash!Desired Settlement: Replacement from factory or refund of purchase price. Vehicle is worth much less than a new camaro, which is what I paid for.

Business

Response:

It is my understanding that the vehicle referenced in this complaint was sent to our body shop with instructions to repair any paint issues found to the best of their ability. I was told that the customer picked up the vehicle after it was repaired and tok delvery without any further complaint at that time. According to the body shop manager the customer did not mention any other issues at that time. As for receiving a copy of the estimate, since there was no charge whatsoever to the customer so there was no need for an estimate to be completed.We are certainly willing to have our service manager and the body shop manager meet with the customer at the body shop to determine if more work needs to be done to repair any damage that may be found. If we find that the vehcile needs further paint and or body work we will be happy to take care of it.I respectfully dispute the claim of a 50% value reduction mentioned and we are willing to work with the customer to try and rectify the situation.Any determination of a vehicle re-purchase must be arbitrated by General Motors so if the customer wants to pursue that further we will have to have a represenatative from GM get involved and begin that process. If that avenue is taken the customer will deal with GM directly not with our Dealership.In closing, on behalf of the Haley Auto Group, I appologize for any inconvenience caused to the customer and we will do all we can to resolve the matter.Sincerely,[redacted]General ManagerHaley Chevrolet GMC

Review: On July 5th of 2012, I purchased a [redacted] from Capital. At the time, I also signed for and purchased an Easy Care-Total Care extended warranty. On July 7, 2014, I contacted Capital because I was having trouble with the malfunction light of my truck. I was told to take my vehicle to a [redacted] dealer, as this particular location was not one. On July 14, I took my truck back to the [redacted] in [redacted] due to continued problems. After checking my vehicle, they determined the problem was something major and would require repair. I made them aware of my extended warranty and provided them with the warranty so they could make the repairs. I was called back and told that the warranty company said my needed repairs were not covered by the warranty and that they warranty I signed for was not the warranty the company had me listed as having. I called Easy Care and they advised me this was an issue with the dealership who sold me the warranty because they filed it as a Stated Care warranty instead of the Total Care warranty that I signed for.

I called Capital, now [redacted] and spoke with the salesman who sold me my vehicle [redacted]. He told me that he would go check the files and get back to me. When he called me back, he told me that the paper work he saw had me signature for a stated care warranty. I immediately informed him that I had signed for and received information for a total care warranty. He informed me that the girl who handled the warranty information may have changed it after I left their dealership,but that she no longer worked for them. He said he would do some more checking and get back to me. He called back once to ask where my vehicle was and never called me back again.

On July 18, after hearing nothing back, I again called Capital to find out what was being done about my forged signature and my warranty. [redacted] informed me that "they had fixed the problem for me and that his managers told him not to speak with me anymore and that they would be taking care of it." He whispered said he understood my concern and that he's not sure how my signature got on another paper or how it was filled wrong. After hanging up with [redacted], I called Easy Care to see if the change had been made to my warranty. I was told that it was still filed as a Stated Care warranty and that there was nothing showing on their records that [redacted] had contacted them concerning the issue.

As of today, July 30, I have yet to be contacted by the management at [redacted] concerning this issue. Meanwhile they received payment for a warranty that I am not able to use.Desired Settlement: I would like the issue of this warranty corrected to reflect the warranty that I signed and paid for. I would also like an explanation for how my signature ended up on a legal document that I did not sign. Also, I think I am due an explanation as to why they have not contacted me and told their salesman not to speak with me anymore. This is really bad business practice.

Business

Response:

Review: As per my rights under the contract under which I purchased my vehicle on 7/23/15, I requested a cancellation of the "New Vehicle Extended Service Agreement" as well as the "GAP Addendum" on 7/28/15. I received a call from Mr. Matt [redacted] shortly afterwards confirming the cancellations along with the information that the refunds for the two cancelled services would be promptly issued to the lien holder of my auto loan.

I next spoke to Mr. [redacted] nearly 3 months later and was again assured that the cancellations were processed in a timely manner and that the refunds would take up to 90 days to be issued to the lien holder of my auto loan as per corporate regulations. I was satisfied with this answer and took no further action at the time.

It has now been nearly 7 months since Mr. [redacted] informed me that he processed my cancellation requests, which I have retained copies of, and I am now in a position to pay my auto loan in full but cannot do so with the refunds that this business owes my lien holder remaining outstanding at this time. Prior to this complaint, I had sent Mr. [redacted] an email asking for a status update on 1/27/16 so as to have his answer in writing and upon receiving no response from him, I then sent an email on the matter to the general manager, Mr. Chuck [redacted], on 2/11/16. I have also received no response from him and am deeply troubled by this business's lack of customer service and general business practices.Desired Settlement: I wish for this business to comply with the cancellation requests I had sent in writing pursuant to the contract under which I purchased my vehicle from them and I wish for them to do so immediately as several months have passed since I was assured by Mr. [redacted] that this matter would be taken care of and refunds issued to my lien holder. These refunds should be issued to my lien holder as soon as possible as this business is now costing me undue interest charges that I will seek legal reparations for if need be should this complaint not be settled in a timely fashion.

Business

Response:

I am investigating the details of this customer's complaint and will certainly rectify any issues promptly. I have requested documentation from our corporate office and I will provide an update as soon as it is available. Additionally, I do not have any record of receiving an e-mail from this customer.My apologies for any inconvenience and rest assured the matter will be handled quickly.Regards,Chuck [redacted]General ManagerHaley Chevrolet

Review: I ordered a fuel pipe from this business on the telephone Thursday, November 14, 2013. I asked the employee if my father could pick up the part the next day, when the part was shipped to the store. My father then picked up the fuel pipe on Friday, November 15, 2013. My father stated there were two clear bags around both ends of the fuel pipe. The fuel pipe is approximately four feet. My father brought the pipe to his residence and placed it in his barn until we could work on my vehicle. That Saturday it rained, so we did not start on the car until Sunday. On Sunday morning, my father went to take the bags off the ends, when he noticed a kink in the fuel line. My father then called [redacted], but they were closed. On Monday, November 18th, my father brought the fuel line back to the business, where he spoke with [redacted], the [redacted] of the parts department. My father showed [redacted] the kink in the fuel pipe, where [redacted] stated that was not good. My father then stated that he purchased the item this way. My father then stated that [redacted] said that part did not leave the business like this, because it was inspected. [redacted] then told my father he should have inspected the part before leaving the business on Friday, November 15th. My father then said [redacted] had offered to sell us the same part for dealer's cost at ninety six dollars. My father then told [redacted] that the kink was under the bag that was keeping moisture out. [redacted] then stated, “what bags?” My father then left the business irritated. I then called the business a couple hours after my father left, and spoke with [redacted]. I then asked [redacted] about how we could resolve this situation, where [redacted] again offered the same product for dealer's cost. I then advised [redacted] that the product we purchased was defective, where he stated the product was inspected by him in the early morning of Friday, November 15th. I then asked [redacted] if they could have made a mistake, where [redacted] stated they do make mistakes and will continue to make mistakes as a business. I then asked [redacted] if there was any proof that the part was inspected, but I did not get an answer. [redacted] then explained to me that immediately getting products from outside sources, they send a confirmation to the outside sources, making the product theirs. [redacted] continued to explain that once the confirmation is sent, they cannot send products back to the separate company. Meaning, the product he sold me cannot be returned to the GMC company that sold the part to him because he has already sent a confirmation. On Wednesday, November 20th, I called the GMC dealership where [redacted] ordered this part from. I spoke with the parts [redacted], where he contacted [redacted] to attempt a resolution. The [redacted] stated he was unable to help in this situation, because the part was owned by [redacted] once they bought it. I then contacted the [redacted], [redacted]. I was advised by his assistant that he was on vacation until November 21st. I left a voicemail for [redacted], explaining the situation. I asked [redacted] to call my cell phone. I was not contacted by [redacted].Desired Settlement: The business has a responsibility to either refund my money or replace the part. This part was $135.12. The main reason they would not give me a refund is because my father did not inspect the part. Yet, If I had my fiancé, who knows nothing about cars, picks the part up, how would she know how to inspect it.

Business

Response:

The part that was ordered for this customer was received and inspected on 11/15/13. There were no issues found with the condition of the part at that time. Therefore the customer was contacted and advised that he could pick up his part at anytime during our operating hours.

Review: this review is for the new chevrolet dealer on hull st at 12400 tennesse plaza midlothian va,

I went there for a diagnostic test for 99 a hr.I was having transmission issues on my [redacted] they told me nothing was wrong but since I had got a new battery they reset a few things I also decided to get a transmission fluid change while it was there because it had 90,000 miles, so my total was over 300$ nothing was fixed , took my vehicle somewhere else not GMC OR CHEVY and they did a diagnostic and found 3500$ worth of very important things wrong and all the answers to why my truck was doing what it was doing! talked to the service manager at HALEY CHEVROLET he told me (they do a full point inspection for free) on vehicles brought there but thats not what I had done and I would get no money back! when I originally made my appointment and was talking to them about what was wrong they never told me about this or offered it to me they said the nay thing that could be done is a diagnostic test that starts at 99 a hr.! WHY WAS I NOT TOLD ABOUT THE FREE ALL OVER INSPECTION! he was not helpful and did not offer to help me in any way even after I stated I have a print out from the other company of everything needed done! very disappointed especially with this being a BRAND new dealership in the area! will never go there again they steal your money and do not put customers first! Im highly upset that they would have such poor service managers that could not do anything or offer to help me with anything! also they obviously do not know what they are doing maybe you shouldn't take a GMC TO A CHEVY DEALER EVEN THO THEY ARE THE SAME! This is a horrible place after picking up my truck it still was doing the same thing!Desired Settlement: I just would like my 99$ diagnostic fee refunded, and I would also like the service manager to talk to his employees about things that are offered to customers when they call in and to double check after there employees because they said nothing was wrong with my truck and three were a lot of things wrong I also have this paper to prove it from the other company I'm willing to go to the channel 6 news with this! this is a brand new company and a very big named dealership consumers do not expect service to be bad!

Business

Response:

[redacted] came in to our dealership on 3.29.16 at 90,297 miles. She requested us to check her vehicle for it not shifting properly. She signed the workorder with the understanding that for $99.00 we would diagnose her shifting concern. We performed a diagnostic and found no immediate problem. We did notice the battery looked new and suggested that the Throttle Position Sensor might have lost it’s settings and could possibly need relearning. We did at [redacted] approval. We also performed a transmission fluid exchange at [redacted] suggestion. Mrs. [redacted] called and indicated another repair facility had noted several things wrong with her vehicle that we didn’t indicate. I hoped she would have brought it in for me to verify all of that but she indicated she had since traded the vehicle in elsewhere. The above comments are from our [redacted], Chris S[redacted] Since Ms. [redacted] authorized our diagnostic fee by signing the work order, I don't feel as if she is due any refund. Since she has subsequently traded the vehicle to another Dealer, we have no way of verifying that any other work was needed on the vehicle. If she had brought her vehicle back to us to verify that work needed to be performed we certainly would have waived the fee if we performed the repair at our facility. Sincerely, Chuck S[redacted]

Consumer

Response:

I have reviewed the offer and/or 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

When I called to set up a appointment for a diagnostic test, they told me the price per hour I said I want a full diagnostic test done and I will pay for 1 hr. lmk what you fin in the hr and then we can proceed, so then they asked me what was going on for me to want that done! I told them it was shifting funny but I wanted a full diagnostic test done! so when they called and told me they found nothing at all and that since ei just got a new battery they just reset some codes I picked up my vehicle and it still did the same problem. after I took it somewhere else and got a full diagnostic done (with a copy of the paper stating everything wrong) it was so unaffordable I traded the vehicle in! they proceeded to call the manager of the dealership and (waited a week for him to call me back) after speaking with him HE TOLD ME THEY DO A FREE 5 POINT DIAGONOSTIC ON ALL VEHICLES AT THE REQUEST OF THE PERSON! so why was I never offered this or told anything about this! this is horrible business especially for a new dealership and a big dealership!