Hatfield Buick-GMC

To whom it may concern Customer came in with a AC problem, it was diagnosed as a faulty front evaporatorWe replaced the front evaporator and part of the procedure is to unplug and remove the navigation unit to gain access to evaporatorThe Navigation unit was reinstalled when repair was completed, The Navigation unit is a closed unit which just has a plug on the back sideCustomer returned and said unit was not operating correctly after repairWe checked operation verified customer complaint, checked wiring and antenna connections all were operating to factory spec'sTechnician check Navigation unit and determined that the unit had an internal failure most likely cause by a software failureThis is a closed unit and cannot be repairedWe explained to customer that this was not caused by the AC repairThat unplugging and re-plugging In this unit would not cause such a failureSince this Is a common repair we have done many and have never had a Navigation unit fail from disconnecting and reconnecting the unitThe vehicle also came in with the passenger side of the dash crackingDuring the repair the dash continued to crack on the other sideAs good will, even though the dash was already damaged, we replaced the dash at no cost to customerWe have reached out to customer to bring vehicle back in for further diagnose, we will attempt to reprogram unit to see if this corrects customer concern at no costIf this repair does not correct concern, we will offer cost assistance for a replacement unit [redacted] ***Director of Service

Initial Business Response /* (1000, 5, 2015/05/12) */
Case # XXXXXXXX
Customer came in seeking reimbursement for repairs done by an independent auto shop after receiving a letter of an upcoming recall for the repair they had done.
On Customers behalf we submitted for the reimbursement 3 times...

and it was denied 3 times by GM.
We contacted customer and explained that GM had not released the code for reimbursement for this upcoming recall. That is why it was rejected 3 times by GM in February.
On Friday May 1st GM released the new reimbursement code for the recall. Customer came in on May 7th and resubmitted the request for reimbursement from GM.
Customer was advised that this process could take a few weeks and that they would be notified as soon as GM Okays the reimbursement.
[redacted]
Director of Service
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At this time I accept the "overall" response. I do not agree with the statement, "We contacted customer and explained that GM had not released the code for reimbursement for this upcoming recall." We were never contacted by the dealership and had to contact them directly to inquire about the refund. To this date, the refund has not been recieved but we were told it would be in 3-4 weeks. The outcome remains undetermined.

To whom it may concern Customer came in with a AC problem, it was diagnosed as a faulty front evaporator. We replaced the front evaporator and part of the procedure is to unplug and remove the navigation unit to gain access to evaporator. The Navigation unit was reinstalled when repair was...

completed, The Navigation unit is a closed unit which just has a plug on the back side. Customer returned and said unit was not operating correctly after repair. We checked operation verified customer complaint, checked wiring and antenna connections all were operating to factory spec's. Technician check Navigation unit and determined that the unit had an internal failure most likely cause by a software failure. This is a closed unit and cannot be repaired. We explained to customer that this was not caused by the AC repair. That unplugging and re-plugging In this unit would not cause such a failure. Since this Is a common repair we have done many and have never had a Navigation unit fail from disconnecting and reconnecting the unit. The vehicle also came in with the passenger side of the dash cracking. During the repair the dash continued to crack on the other side. As good will, even though the dash was already damaged, we replaced the dash at no cost to customer. We have reached out to customer to bring vehicle back in for further diagnose, we will attempt to reprogram unit to see if this corrects customer concern at no cost. If this repair does not correct concern, we will offer cost assistance for a replacement unit [redacted]Director of Service