HCS Petroleum Equipment, Inc.

The response from Star Chevrolet was only partially accurateYes, they did notify me on Friday that there was an issue with parts ordered and it would take approximately an additional week to repair the care which would cost me additional money for car rentalThe important piece that they left out was that they had requested that I HAD to have my care there the previous Monday morning, which I didThat Thursday when I went to retrieve something from my car, the car was not touchedThey had the car for days for nothingI paid for rental for those days and essentially wasted my own money due to their dishonesty and disorganizationIf it was only the error in parts, I would not have an issueMy problem is with the days that they HAD to have my car and nothing was done

***Thanks for the opportunity to talk to you and to help you resolve your concern. We are very sorry the alignment system was acting up the day you were here. By now you should have received our check reimbursing you for what you paid for the alignment. *** we appreciate your
business and we encourage you to call us if you have a concern. We would have gladly helped you resolve your concerns. Thanks again,

Mr***,We are quite sorry that you are experiencing a problem with your vehicle and with your warranty carrier. Tim C***, our Nissan Service Manager has attempted to contact you by telephone several times to discuss this but he has not received a return call from you.We would like to
help you if we can, but please understand that your issue is with the warranty company or the dealership who sold this poor warranty to you. As you know, this warranty is not a Nissan product and is not something that we have ever sold here at Star. We appreciate and value our customers and do not sell such inferior warranties. I'm not sure who sold that plan, but I think you should consider contacting them for assistance. The warranty company is not one that we normally deal with, so we are limited in what we can do to persuade them to help you. Tim C*** is quite familiar with your case and has attempted to persuade the warranty company to re-consider your claim. When you first brought the truck in for service, Tim requested that the warranty company to replace the motor. The warranty company REFUSED and authorized him to ONLY REPLACE the TIMING CHAIN. It was a "let's try this and see if it fixes it" kind of response. When that failed to solve the problem, the warranty company refused to pay for any additional repairs. We agree with you completely and feel that the warranty company is incorrect and should replace the motor. More recently, their claims adjuster re-visited the dealership and we discussed the issue with him. The adjuster tells us that he DID NOT tell the warranty company that the timing chain caused the engine issues. He specifically said that he not did believe Star caused the engine problem. He also does not seem to understand why they were not paying any additional claims.We wish that we were able to offer more help. Unfortunately your warranty company refuses to cooperate. If we can assist any more, please call Tim C*** at ###-###-####. We are more than willing to try to assist in any way we can

HelloWanted to let you know that Star Nissan did contact us and were very pleasant and responsive and gave us a refund for our gas for the trip and a sincere apology for the mix-upThe matter is closed and we are satisfied.** ***

**,I'm sorry you have not received the checkI will look into it today and determine why you have not received it. If it is lost, we can certainly re-issue it. When I spoke with Joe several days ago, he that he attempted to do a follow up call with you to confirm receipt of the check. He indicated that you had not returned his call. Either way, I will get back to you today

[redacted]Thanks for letting us know that you have a concern.  We have been trying to reach you by phone to discuss.  I know you have returned our calls, but unfortunately we keep crossing paths and leaving voicemails.  Neither the Service Manager or I are here in the evenings when...

you called.  It is important that we get in touch with you, so I am asking you to call Brett M[redacted] at ###-###-####.  He is here several evenings and is here most Saturdays.  He is aware of your concern and is ready to help you.[redacted], first and foremost, I want you to understand that no one attempted to mislead you at anytime.  We absolutely would NEVER EVER do that.  We appreciate our customers and absolutely prohibit any dishonesty by our employees.  With that said, I am sorry that we did not do a better job explaining over the phone what the computers say your car needs.  Anytime a vehicle comes into the service department here at Star, the car is run through a series of computerized diagnostic tests to determine if there are any issues that the technician should be aware of. This complicated system diagnoses such items as: Open Recalls, Emissions Checks, Battery Health, Tire Health, and Four Wheel Alignment.  The Alignment check portion of this test is a laser measuring system that is said to be "Guaranteed Accurate."  Since you were not in the store when the test was completed, you were not able to see the computerized written report.  I am attaching a copy of the report so that you can see that the computer does say that the "Front Total Toe" is out of Chevrolet factory spec.We are not saying that a mistake is not possible.  We are relying on computer technology and sometimes things do not operate as designed.  So allow me to offer you this:  Bring the Cruze back to us and we will put it up on the big alignment machine and do a complete diagnostic of your vehicle's alignment at NO-Charge.  I can absolutely guarantee this machine is 100% accurate 100% of the time. You can see the test results for yourself!  If this machine confirms we made an earlier mistake, then I will gladly reimburse you the $35 you spent elsewhere.  If this machine does in fact reveal that you need the alignment, then you can decide if you care to have the service work completed.  There is no cost or obligation to you either way.Not every local mechanic has this complex laser alignment system that modern cars require to diagnose accurately.  So please come in and let us see what we can do to help you.Steve H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]One of the credit managers "Joe" called me and promised to send us $100 for our gas for driving up there, we never got the check. That's why this is not resolved. He said he was going to cut the check that day, over two weeks ago. **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business did accept my offer but changed the terms of deal. Currently the General Manager is working with me to resolve issue.  This still is to be determined. 
Regards,
[redacted]

Good morning.Thank you for reaching out to us to let us know about your concerns.  We sincerely apologize for not being able to finalize the loan that you requested, and that we expected to be able to complete.  Unfortunately, every once in a while at the last moment, a circumstance...

arises that causes a bank to refuse offering credit.  Usually we are able to work it all out, but in your case the bank would not accept our requests.  We truly to apologize for making you drive up here.As you discussed with our loan manager, we have mailed you a special gift to reimburse you for your time and expenses driving up.  By now you should have received it and we hope that you will forgive us for not being able to place your loan.We do appreciate that you thought of us and we hope that in the future we might be able to assist you.Thank you.

Mr. [redacted],Thanks for taking our call today.  Unfortunately, we could not agree.  But we thank you for bringing the matter to our attention.  If in the future we can be of any assistance, we encourage you to give us a call.Thanks again,

[redacted],Thanks for bringing this to my attention.  I am happy that you and I have spoken so that we were able to resolve this.  By now you should have received the $92 refund check in the mail.  Please accept out apologies for the confusion.   We value you as a customer and...

hope that you will continue to use us for all your vehicle needs.Thanks again,Bob S[redacted]

Mr. [redacted],We are very sorry to hear that you had trouble with your Certified Volvo.  Thanks for reaching out to us to let us know of your concerns.  We value the relationships we have with our customers and we are very proud that we have one of the top-rated Volvo Service Departments in...

Pennsylvania.  We take great pains to make certain that every Certified Volvo we sell meets strict certification standards prior to sale.  This Volvo was no exception, and passed the certification with flying colors, including very good brakes at the time.  It was a very experienced Volvo Master Certified Technician who completed the Volvo Certification Inspection on your car.Minimum standards require 2/32” brake thickness on every wheel.  This Volvo had 5/32” thickness (50%) on the front pads, and 10/32” thickness on the rear.  In the case of the rear, that is nearly brand new.  The rotors did not have any warping or distortion at the time of certification or we would have replaced them as well.Please see the attached copy of the original repair order for certification.We were troubled to hear that the brakes and rotors were not serviceable after approximately 5,000 miles.  The primary cause of rotor distortion and warpage is heavy braking that causes overheating.   Since we did not service the Volvo after you had the problem with the brakes, it is impossible for us to determine the cause of the issues. But as far as brake pads go, there are several possible causes for premature failure.Of course, excessive braking and stop-go traffic are sometimes a contributing factor.  If this is not the case, then there might be an underlying cause of the premature brake wear.  Did the other dealership investigate to determine the cause of the premature failure?  Did you ask that the old brake parts be returned to you after the repairs were completed?  This would not be the first time that an unscrupulous technician/dealer called for brake replacement that was not yet required.  We would gladly look at the old pads if you have them.Otherwise, there might be likely an underlying cause that should be investigated.  I would recommend that the Volvo be serviced again to determine which of these scenarios is the likely culprit.I truly wish that we could be of more assistance with your concern.  Unfortunately, at this time, I am not able to offer any financial assistance.  We are certainly available anytime you have any further questions or concerns.

We are very sorry that the repairs of Mr. [redacted]'s vehicle did not progress as smoothly as we would have liked.  We do value our customers and we try very hard to do everything correctly.  In this particular case, the delay is entirely because a part from Jaquar arrived damaged at the...

Jaquar dealer (we are not a Jaquar dealer).  It is normal policy for a collision shop to only begin to dismantle a vehicle after every part has arrived.  Once a vehicle has been disassembled, many times it is difficult to move and cannot be stored outdoors.  Therefore, we carefully order the parts and coordinate the arrival of the vehicle so that they are at approximately the same time.  99% of the time this process works perfectly. Unfortunately, sometimes there are unavoidable delays.  In this instance, the door panel arrived from Jaquar damaged.  We immediately contacted Jaquar and were advised that a new door would be arriving at approximately the scheduled completion date for the work.  The original written estimate provided to Mr. [redacted] indicated that we would have his car for 10 days.  This parts problem from Jaquar meant a slight delay or 2 days for completion.  But as a courtesy to the customer, prior to commencing any work, we contacted Mr. [redacted] and advised of the slight delay.  Mr. [redacted] was upset and declined further repairs.  Again we regret the delay, but such things are sometimes unavoidable.  Jaquar has a fairly slow parts delivery system that is not readily responsive to unplanned delays.

On Fri, Aug 12, 2016 at 2:27 PM, [redacted] [redacted]> wrote:Hi [redacted] As mentioned on the phone Star Volvo satisfied the claim and sold me a car very close to the original one at the same price as negotiated originally. It is also a certified vehicle. Please let me know if you have any questions. Thanks for all of your help and the Revdex.com's help too.Sent from my iPhone[redacted]

Thank you for allowing our staff to have the opportunity to speak with you about this miscommunication.  One of the most difficult parts of being a salesperson, is attempting to act as the intermediary between a customer on the telephone, and the sales manager in the store.  As hard as we...

might try, we sometimes miscommunicate and don’t get it right.  For that we sincerely apologize.  In this case we did not discover the discrepancy between the website vehicle descriptions until after you and your salesperson had already been discussing the pricing.  Fortunately we discovered the internet error prior to you coming into the store to take delivery of the vehicle. When we make a vehicle available for sale, the information and details about that vehicle are automatically uploaded to many different websites across the internet.  Normally that process occurs with great accuracy and without issue.  Unfortunately, once in a great while the process does not go as intended.  In this case, the listing on that one website for that Volvo erroneously showed the certified logo.   We apologize that we did not realize the error sooner. The price listed on the website for the vehicle was correct.  Even though we had not intended that the vehicle should have the Volvo certification, as a customer service to you, we would definitely have honored that price AND certified the vehicle as well.  Unfortunately, we are sorry that we could not accept your much lower offer and also still certify the vehicle.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]