Harry Green Chevrolet Inc

Our goal is always to put the customer first and repair vehicles in a professional mannerWe pride ourselves on integrity, honesty and high-quality workmanshipWe acknowledge that the vehicle was indeed in our shopThe customer brought his van in for
two complaintsThe customer brought the vehicle in on and picked it up The vehicle was repaired and finished on This was due to lengthy intervals between our attempts at contact with the customer and the customer approving the work to be completedThe customer delayed his pickup from till The customer denied the repair of complaint #Harry Green’s will not repair a customer’s vehicle without authorization, per policyIn our efforts to correct complaint #1, we replaced the customers brake lines that he had just installed due to the fact that he had the wrong lines installed that were not proper for the vehicleFurthermore, the customer had installed all the brake lines backwards and with a slew of improper fittingsThe lines were hooked up backwards to the brake pressure modulator valves/master cylinder, causing the brakes to lockFurthermore, this reversal or improper hookup of brake lines caused the master cylinder that the customer replaced to fail and the pressure modulator valve seals to breakHe basically had two “in bound” brake lines hooked up as one inbound and one outboundThis caused a large amount of his problemsIn summary, we had to start our repair process with proper brake lines for the vehicle, replacement of brake modulator valves, and replacement of the master cylinderAll of the repairs were authorized by the customer prior to repair work proceedingAgain, it is our goal and job to handle customers in the most professional manner possibleWe acknowledge that a customer is a luxury and that there are many choices for repair facilitiesThat being said, we value our customers tremendouslyUnfortunately, at the time of pickup the customer paid his bill via check, then proceeded to go and pay the fee to purposefully void his check, without any contact with Harry Green Chevrolet IncWe feel this was clearly an attempt to receive the educated, specialized and trained labor of our skilled technicians at no price to him or her, after the customer attempted his own repair work that failedA check was written, paid for and then voidedThe customer now has his van repaired and back in his possessionThe customer states in his Revdex.com complaint, “if the van does not have brakes, you start with checking the brakes!!” As an obvious mechanically inclined man or woman, we would like to note that the customer also states, “I had already put on a new master cylinder and a brake booster.” These two statements tell us somethingIt tells us that not only did we know and find that something else was wrong with the vehicle, but that the customer knew something more was wrong with their vehicleHad they not known this, with the skill involved with replacing these components, they would have gone ahead and continued to repair their brakes themselvesThree facts: 1) customer clearly has knowledge of basic mechanical repairs and knew their issue was beyond basic brake pad/rotor replacement, 2) customer authorized all repairs prior to repair per our policy (this is also recorded), and 3) the customer wrote a check for all repairs and picked up their vehicleThey then proceeded to void the check without contacting the business No action to release the customer of his responsibility to pay the owed bill will be madeAll work was authorized by the customer prior to engagement in repair and is recordedThis fact is clearly reinforced by the fact that the customer paid, then voided their check before it could be deposited and left with their vehicleAs a desired settlement, Harry Green’s would like the customer to call us back to work out the details of receiving paymentThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]nd 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.]
The dealership once again is misinterpreting and eschewing the facts to make their suggestion look appealing and correct in the eyes of those reading this complaint.  I have provided my final message to Harry Green and now will move my focus onto other outlets to get my message out.  See below for my final response.Harry Green’s opening response was “that they were glad the customer has found a solution via the channels they had initially recommended”.   If they leave out the work “initially”, then their opening response is true.  Their “initial” recommendation (after entering a service record in their system, collecting the pertinent information, taking pictures and creating an estimate) was that they would submit the claim to Nissan and then call me back to schedule an appointment to complete the repairs.  Once again, they are misrepresenting/eschewing the facts in this case.  If they truly had “initially” recommended me to have the repair work done at [redacted], then why would they have wasted the time of the shop foreman, shop clerk and estimator to enter a service record and create an estimate to submit to Nissan?  It is my hope that ensuring that they provide accurate information and do not mislead/eschew facts is an area that concentrate on when determining training needs to improve customer service.One other point they wanted to emphasis was that [redacted] had all the facts on the vehicle, but the only other facts on the vehicle would have be related to the alignment work performed by [redacted] on the front bumper, and they could have easily ascertained these facts during the conference call (they simply referred to it in their response as “via the telephone”) they had with [redacted] and the representative from Nissan.  By collecting these facts during the said conference call, one would think that they would not have to be worried about “speculating or favoring a customer” as they indicated in their response, and thus would not have to be concerned with warranty fraud.If they truly did not want to leave the customer “hanging” as they noted, then while they had already completed the tasks below ( See List 1), why did they not simply collect the other facts they felt they may need during the conference call with [redacted] and simply submit the claim to Nissan?  Did they feel that sending the customer to [redacted] to start the whole process over of entering a service record, having a third-party paint shop take pictures and write up an estimate for [redacted] would be a more expeditious manner (as they so clearly noted once they determined that I did not purchase the vehicle there) to get the warranty work completed?  List 1.Entered a service record in their systemCollected pertinent information on the vehicleTaken pictures of the damageHad the Shop Foreman look at the damageAs can be seen from the facts above and for which Harry Green will have a hard time refuting, they could have easily provided a good customer service experience for this incident by simply reaching out to [redacted] Nissan and ascertaining any facts they felt would be needed to submit a claim.  It is my hopes that Harry Green is also including in their development plans to improve customer service/focus an emphasis on working with other dealerships, and fostering a better relationship with those dealerships. Ultimately at the end of the day, the only person that is being affected by dealerships not working together to better meet the needs of the customer, is the Customer.At no time during my conversations with Harry Green did I indicate that the Nissan dealerships should have access to all service related details for each incident.  I did ask if they had access to any prior service records and I was told no.  Since Harry Green did indicate that they had queried the Nissan Database which showed that [redacted] had completed some service work once again shows that the customer was provided incorrect information and thus mislead.   It is my hope that they are including an emphasis in their training on educating their employees as to what service information is available, and for them to not be afraid to ask someone for help if they don’t know an answer to a question a customer presents them instead of them simply responding with incorrect information.  “When in doubt, ask” would be a good training slogan to wrap around providing accurate information to customers.Harry Green made note that customers may not “fully encompass the education on how certain processes work”, but speaking from a customer’s perspective, this detail I feel either falls outside the scope of what is expected of the customer, OR, it is up to the entity providing the service to clearly explain this to the customer.  Once again, this would appear to be another area to include in their training to improve customer service.In conclusion, my main goal for submitting a claim to the Revdex.com was to bring awareness to the Revdex.com and those that visit the Revdex.com site to the poor customer service experience that was provided by Harry Green.  As I mentioned in the original claim under the desired settlement section, I was not wanting Harry Green to make the repairs because I was afraid the quality would not be there due to me filing a claim with the Revdex.com.This will be my final response to this claim because I believe all facts have been clearly presented and there is sufficient information in the claim and in the attachment documents (Estimate & Pictures) provided by Harry Green for customers looking to have service work completed to make their own judgements.  At this point, I will be utilizing social media outlets in an effort to extend the audience for my message regarding the poor customer service experience I received from Harry Green.  This will allow me as well as other to share my message.   
Regards,
[redacted]

First off, I am glad that the customer has found a solution via the channels initially recommended. It is very apparent that the customer feels we are in the wrong. There probably is some merit to his frustrations as a result of misinformation and or lack of communication about how the process works from our staff. We will not pretend to be perfect, and this situation has brought to light many questions that we plan to look at in an effort to improve. For that, we thank the customer. It is through these situations that we find ourselves making the most improvement. However, we do feel that the customer following the roadmap we laid out was the best course of action.  It was of great concern to Harry Green’s that this customer’s concerns be analyzed and resolved. Furthering education with our staff and our customers on the facts related to process and procedures will, in our opinion, assist in limiting these inconveniences. That being said, we do our best to not leave a customer behind. We took steps and reached out to [redacted] ensured our representative from Nissan (Via the telephone while we were in a meeting with the representative), that they were involved and helping the customer. With the facts related to this vehicle at their disposal, they were best suited to handle this matter. When we mention facts, it is in regard to the process and procedures that we are legally bound to. It is part of the Dealer Agreement that all dealers under Nissan’s umbrella present factual information to the warranty claims processing department at Nissan. Speculating or favoring a customer would be considered warranty fraud. The representatives at Nissan claims center require certain pertinent information. In this circumstance, there were more than just opinions readily available. The facts were in the hands of J[redacted] Those facts were not readily available to Harry Green’s via Nissan’s National Database. If we skip the information gathering step in step 1 of filing for a warranty body/paint claim and send over the information that we have at hand, we would get an inquiry back from Nissan requesting more information and facts. We do not start step 2 (the submission for warranty approval) until we have the information needed in step 1. The customer states that other dealers have access to all of their repair information regardless of where it is performed.  In a perfect world, under better circumstances and with the everchanging and evolving technological advances, we hope that the customers opinion of a dealership’s ability to access ALL of a customer’s repair information comes to fruition. However, at this time that is simply not the case. In the future, this certainly would enhance customer service. That being said, this is a public forum. Just like todays many outlets, the Revdex.com provides a great opportunity for customers to present opinions to the Revdex.com and other consumers. From our perspective, it truly is a great way for Harry Green’s and other dealers to self-assess or educate based on customers opinions. It puts us in touch with customers whom may or may not have all the details. Moreover, it connects us with customers who may be upset. Sometimes consumers, including myself, have the right logic and understanding but not the fully encompassed education on how certain processes work. In this situation, a lot of issues occurred. Some assumptions were expressed. No doubt, better communication could have alleviated this situation.  Harry Green’s has a certified Nissan warranty administrator whom processes warranty claims via the information provided to them or gathered by them. The relevance of our service department being involved with a body shop warranty claim is non-existent. The two departments share a warranty administrator. Again, the Revdex.com serves a great purpose in alerting businesses of potential problems and allowing us to provide feedback and opportunities to do what we do. We apologize for any inconvenience to the customer and are glad that their issue is being resolved. We are actively pursuing methods to improve customer service and this will serve as a great lesson in training our staff on how to properly inform a customer of the situations and facts at hand. Ultimately, regardless of the bumps along the way, a resolution has been met and in our opinion, that is our job and responsibility. Being of any more perceived inconvenience is not our goal. The road map to the repair seems to be well on its way to a successful end result for the customer. At this point in time, we feel a remedy is on its way and there is no need for further Revdex.com communications. Thank you.

The customer purchased a vehicle from [redacted] At the time of arrival at Harry Green Nissan for the stated complaints, the vehicle only had approximately 2600 miles. That is virtually a brand-new vehicle.We pride ourselves on integrity and doing right by the customers. Our estimator...

and shop foreman reviewed the customer’s vehicle when it came in and they determined that the damages to the rocker panel, lower corner of the passenger door and the rubber seal at the base of the door were not an issue of “paint warranty” by Nissan standards. However, they felt that the passenger front door was out of alignment causing the stated complaints. The customer informed us that the dealer in which they purchased it from had done some minor adjustments at or near the purchase time.In our process researching this vehicle for potential warranty coverages we found that at the time of purchase, or slightly there after the customer had some body work done for misaligned parts. According to the Nissan National Database, the work was performed with 358 miles on the truck via [redacted]d (or a sublet repair facility). The information provided to us via Nissan’s National database does not grant the viewer an in-depth review of the repairs made or the root cause for the initial problems. That being said, it was the opinion of our shop foreman and estimator that the vehicle either had A) Lot damage, transportation damages, faulty repair work or B) some other unknown occurrence resulting in the misalignment of the door. These variables present obstacles for Harry Green’s when submitting for claims through Nissan. It is our responsibility to represent Nissan and Harry Green’s in a professional manner, within all of Nissan’s policies and procedures for repair.In light of these circumstances, and with the advice of our Nissan Fixed Operation’s representative (whom was involved with the original repair of the vehicle at [redacted]), we strongly encouraged the customer to seek remedies from [redacted] not only has knowledge of the previous repair but also may know what caused the original misalignment. In these circumstances, it usually benefits the customer to return to that dealer when possible. Being that [redacted] is within our local proximity, it was and is beneficial for the customer to return to that dealership.It is our philosophy that if we take care of people, they will take care of us. In this circumstance, we merely are advising the customer to take a route which best represents them. The congruency of issues possibly related to an initial incident presents possible obstacles to the customer. By continuing adjustments at [redacted] the customer would have a streamlined and efficient Nissan representative for not only this repair, but any future obstacles that may result from this plausible single incident.We at Harry Green’s hope that the customer is now in touch with the Nissan representative (whom informed us that he would be reaching out) and that this issue gets resolved. We respect and understand that issues on consumers vehicles are timely and can be frustrating. Nissan and Harry Green’s strive to take care of customers and feel that we have provided a strong solution to assist the customer with their issues.

Scanned and uploaded invoices from Harry Green