Complaint: [redacted] I am rejecting this response because: the fair and honest thing to do would be to repair the damage the dealership caused with no out of pocket expense to the customerIn such a customer driven market, it is really surprising to me that you would risk losing a customer over $I guess your statement in prior response regarding customer satisfaction is just simply not trueAlso, I would also suggest your service staff have a refresher course in customer service .Your service advisor and your service manager were extremely rude to myself and my year old daughterMy parents have been purchasing cars from Herrin gear for 20+ years and I purchased my car there in If this is the way you treat your customers, I definitely will not be returning for future purchases Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I would just like a FULL refund for part and services that have not been provided! I will not support a company or entrust my vehicle to a company that does not stand behind their word, which is providing quality customer service Not once has a party of management reached out to speak with me or apologize I rather pay more money for great service than to pay less for a service and receive poor service and rudeness from employees that is supported by the company's management staff Regards, [redacted] ***
Tell us why 11-15-Linda CloptonDirector of Dispute ResolutionThe Revdex.com of Mississippi, IncKatherine DriveSuite 400Flowood, MS USA Thank you for your e-mail concerning [redacted] dated November 15, As you know Herrin-Gear Autoplex takes any and all concerns from our customers seriously I have reviewed the concerns of Mr [redacted] and have found the followingThe vehicle, a Chevrolet Cruze, was in our Chevrolet mechanical shop for repairs beginning and ending on October 9, The vehicle was evaluated and repaired for a running hot/overheating conditionThe need for repair was for an oil coolant line coming off, which caused the belt to come off , and damaged the tensionerThe charges were for reinstalling the oil line as well as, replacing the belt and tensionerAs per GM’s warranty, the repairs at an authorized GM dealer are covered months with unlimited mileageThis info has been passed onto Mr [redacted] so that if he chooses he can visit a local GM dealer for inspection and warranty service if applicableThe repairs that are subsequent to the October 9, visit, if not covered by the GM warranty are the responsibility of the customerThank you again for your emailSincerely, [redacted] General ManagerHerrin Gear Autoplex here
The Customer Support Program ZLD actually launched in December of At this time the notification was to make the consumer that had paid for a replacement dash aware that a refund was availableI also stated that due to the age, volume, and breadth of the covered vehicles subject to the program and the complexity of part manufacturing that Lexus would be launching the the replacement portion of this program in several phasesOur ability to order any parts for the LS sieres vehicle did not come about until Mid September Lexus would only let each dealer order one dash pad per weekAfter reviewing the customers history we found that the customer did in fact visit the dealership in July of but it was to have a fuel pressure sensor gasket recall performedThe customer came to the dealership on June 9, to have pictures taken and the dash orderedThe dash was ordered in turn on this date along with the door panelsChecking with the parts department we still have one dash that was ordered in May that still has not arrived as of todayMr [redacted] dash is still on backorder with no ETA as well as the door panelsWhen the dash does arrive at the dealership, the customer will be called to schedule an appointment for replacement
MsClopton,I can appreciate the position that [redacted] has taken, but I believe we have offered a fair resolution.Our original position remains that we will install the interior door handle for no labor after the door handle is purchased.Thank You, [redacted]
the calculation of taxes was assessed from the state the vehicle was to be tagged inhaving said that, when we were notified that there was an overpayment Herrin Gear Toyota sent the overage to the lender which is the standard procedure for overages and cancellations of extended service contracts
This money will be applied directly to the principle of the customers loan and will shorten the term of their loan and lower their finance chargesthe customer is getting this money, it is just being applied to their loanHerrin Gear did not keep this money, therefore we do not have it to give to the customerwe apologize for any inconvenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you MsClopton for your email regarding *** ***We did inspect Ms*** vehicle on 8/15/2017, for the damage she alleged to have happened in our Chevrolet service shopThere are certain colors that our shop has and the color on Ms*** 'damaged area did not match any
color in our shopWe are trained by Mr*** to be advocates for the customer and we bend over backwards to try and appease everyoneIn this instance we can not assume the responsibility of the repair.Thank you again for your email.*** ***Herrin Gear Autoplex
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***-***
Tell us why hereMr*** brought his 328i into Herrin-Gear BMW on 09/20/at 54,miles for an oil change. Mr*** drove his vehicle for days and miles before returning .On 11/05/at 57,Mr***, stating he smells oilAfter inspecting the vehicle, we found
the Valve cover gasket leaking causing the oil smell and smoke, also found oil filter housing gasket leaking. The valve cover and oil filter housing gaskets are common leaks on BMW 328i; an oil change does not cause the leaks.I will offer Mr*** a 20% discount on is repair
Complaint: ***
I am rejecting this response because: As a customer, my initial complaint was never concerning the fact the part was incorrect and had to be reordered. As stated in my initial complaint, my issue was never with the person who assisted me in ordering the part. My issue is with the customer service provided via phone by service manager. However, I think that it is very inappropriate to depict a picture as if Herrin Gear reached out to me to provide a solution to this matter. Herrin Gear NEVER called to inform me that the correct part was in. The fact that the body shop had a chance to take a look at my vehicle and determine an estimated length of time, lets me know that the part had been in for a substantial amount of time for me to be informed. The fact that the first incorrect part ordered was delivered in a timely manner, further lets me know that it did not take this long for the part to be delivered. In fact, I reached out to Herrin Gear to follow up on the status of the part ordered and scheduled an appointment, it was not the opposite. As stated previously, the incorrect part ordered is not an issue for me. My issue is the rude phone customer service that has been provided to me. The fact that I have already been inconvenienced and to make matters worse, an employee is rude in the process, is unacceptable. I have had services provided previously at this place of business before without any issues. However, for this company to respond to a returning customer and state that you will use my unfortunate experience as "learning experience" for the body shop is unacceptable! For this company to state that they provide their employees with training on customer service and in fact fail to even acknowledge the customer's complaint and excuse such behavior is unacceptable. If this company's manager had experienced such poor customer service themselves, this would not be acceptable to he or she as well! This just goes to show how much this company respects their customers and the type of customer service provided to their customers. This goes to show the reputation that this company stands behind. I paid for a service to be provided with friendly customer service. I did not pay for a service to be provided with rudeness. Moving forward, I will NOT bring my vehicles for any type of service being provided and I will be sure to display just how management/Herrin Gear stands behind their poor customer service.
Regards,
*** ***
Thank you for the email responseI have reviewed Ms***'s request and am unable to offer a billing adjustment.I would like to offer a refund of the previously paid charges if Ms*** would prefer, otherwise we stand ready to replace the pre-ordered part as per the details of the previously established appointment.Thank You,*** ***General ManagerHerrin Gear Chevrolet
Customers complaint has been addressed and taken care ofA check to refund the gap premiums will be overnighted tonight to the address the customer has requested
06-18-2015 ***CloptonDirectorof Dispute ResolutionTheRevdex.com of Mississippi, Inc. Re:*** ***, case #*** DearMsClopton, Thankyou for your letter concerning *** *** dated June 17, As you knowHerrin-GearChevrolet takes any and all
concerns from our customers seriously Ihave reviewed *** ***’s letter and have found the following itemsThe vehicle,a Chevrolet HHR, was brought in by *** *** for a manufacturersrecall on June 17, At the time of service the vehicle showed 53,607miles. Therecall was performed and as the customer was entering the vehicle the serviceadvisor was informed that the interior door handle was brokenThe serviceadvisor informed the driver, *** ***, and the complainant via phone,*** ***, the recall did not concern the door handle but was for theignition cylinder lock in the steering columnAny repairs would be the customer’sresponsibilityThe service manager, *** ***, also spoke with *** via phone and reiterated that the repairs would be at the owner’sexpense Inan effort to resolve the customer’s concern, the service department offered to installthe interior door handle for free, so long as the customer purchased the doorhandleThe door handle price was even reduced to $plus taxThe desirewas to minimize the customer’s out of pocket expense. Ms.Clopton we are trained by Mr*** to be advocates for the customer. I believe that we made a valid effort toresolve an unfortunate occurrencePlease inform *** *** that we willhonor this repair priceShe needs only to notify the service manager, ***, to set up an appointment. Onceagain thank you for your letter and should you have further questions pleasefeel free to contact me. Sincerely, ***GeneralManagerHerrin-GearChevrolet
Complaint: ***
I am
rejecting this response because: I was offered a letter to relinquish the funds, I was not given a bill or told about any incurred fees, I was also offered another vehicle of higher quality and value to drive for another week with intents to buy, before we were tricked into signing another form that hid the fact that we would not be received a full or partial refundWhen I talked to *** the sales manager prior to bringing the car back he said he wasn't worried about the money and made no indication that it would be confiscated. I also informed *** that my plan was to go on with the financing and just let the car be repossessed, I was encouraged no to do so, and led to believe that they were attempting to help me in some way, The financing was revoked so I could not legally keep the care anyway without resubmitting
Regards,
*** ***
He is correct , looks like it was an oversight on our part and we do apologize for the error . We will get with *** and get a copy of the ticket and we will be happy to reimburse him
Complaint: ***
I am rejecting this response because: the door handle was not broken when my daughter dropped the car off at the dealershipHow is it fair that I am to purchase a part for a repair that we did not cause?
Regards,
*** ***
On April 4, the sales department brought said vehicle to the service department needing an estimate to repair the volt power pointDuring writeup the service consultant noticed that there were two open recalls on the vehicleThe estimate was given to and approved by our Used Car Manager
and the repairs were performedThe vehicle was given back to the salesperson who had the vehicle delivered back to the customerAt some point during the week of October 3, Ms*** called stating that she needed to have her vehicle picked up and a loaner dropped offI questioned her about what concerns she had and she stated that the floor boards were soaking wet and that she had a full warranty on the vehicleI explained to her that we would have to perform a diagnosis and call the warranty company to see if the needed repair was coveredShe stated that she was told that everything on the vehicle was covered and she needed it picked up and a loaner dropped off and that she should not be responsible for anything that the warranty did not coverI also stated to her that we did not have the capability to pick up and deliver out of stateAt this time she indicated that her salesman told her that anytime she needed service that it would be picked up and a loaner dropped offThis is not part of our vehicle delivery and it is not our policy to pickup and deliver out of stateThe customer called back and stated that she had taken the vehicle to the Toyota Dealership in Monroe, Laand they cleaned the A/C drainShe states that she wants this repair paid for and that she wants the cost of drying the carpet paid forI, at a service department level will agree to PAY $of the cost to clean the A/C drains and our New Car Manager will agree to pay up to $toward the cost to dry the carpet. *** ***Service ManagerHerrin-Gear lexus
Complaint: [redacted]
I am rejecting this response because: the vehicle was not damaged when it was dropped off. The dealership should be responsible for the replacement part and repairs.
Regards,
[redacted]
The Customer Support Program ZLD actually launched in December of 2014. At this time the notification was to make the consumer that had paid for a replacement dash aware that a refund was available. I also stated that due to the age, volume, and breadth of the covered vehicles subject to the...
program and the complexity of part manufacturing that Lexus would be launching the the replacement portion of this program in several phases. Our ability to order any parts for the LS sieres vehicle did not come about until Mid September 2015. Lexus would only let each dealer order one dash pad per week. After reviewing the customers history we found that the customer did in fact visit the dealership in July of 2015 but it was to have a fuel pressure sensor gasket recall performed. The customer came to the dealership on June 9, 2016 to have pictures taken and the dash ordered. The dash was ordered in turn on this date along with the door panels. Checking with the parts department we still have one dash that was ordered in May that still has not arrived as of today. Mr. [redacted] dash is still on backorder with no ETA as well as the door panels. When the dash does arrive at the dealership, the customer will be called to schedule an appointment for replacement.
Complaint: [redacted] I am rejecting this response because: the fair and honest thing to do would be to repair the damage the dealership caused with no out of pocket expense to the customerIn such a customer driven market, it is really surprising to me that you would risk losing a customer over $I guess your statement in prior response regarding customer satisfaction is just simply not trueAlso, I would also suggest your service staff have a refresher course in customer service .Your service advisor and your service manager were extremely rude to myself and my year old daughterMy parents have been purchasing cars from Herrin gear for 20+ years and I purchased my car there in If this is the way you treat your customers, I definitely will not be returning for future purchases Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I would just like a FULL refund for part and services that have not been provided! I will not support a company or entrust my vehicle to a company that does not stand behind their word, which is providing quality customer service Not once has a party of management reached out to speak with me or apologize I rather pay more money for great service than to pay less for a service and receive poor service and rudeness from employees that is supported by the company's management staff Regards, [redacted] ***
Tell us why 11-15-Linda CloptonDirector of Dispute ResolutionThe Revdex.com of Mississippi, IncKatherine DriveSuite 400Flowood, MS USA Thank you for your e-mail concerning [redacted] dated November 15, As you know Herrin-Gear Autoplex takes any and all concerns from our customers seriously I have reviewed the concerns of Mr [redacted] and have found the followingThe vehicle, a Chevrolet Cruze, was in our Chevrolet mechanical shop for repairs beginning and ending on October 9, The vehicle was evaluated and repaired for a running hot/overheating conditionThe need for repair was for an oil coolant line coming off, which caused the belt to come off , and damaged the tensionerThe charges were for reinstalling the oil line as well as, replacing the belt and tensionerAs per GM’s warranty, the repairs at an authorized GM dealer are covered months with unlimited mileageThis info has been passed onto Mr [redacted] so that if he chooses he can visit a local GM dealer for inspection and warranty service if applicableThe repairs that are subsequent to the October 9, visit, if not covered by the GM warranty are the responsibility of the customerThank you again for your emailSincerely, [redacted] General ManagerHerrin Gear Autoplex here
The Customer Support Program ZLD actually launched in December of At this time the notification was to make the consumer that had paid for a replacement dash aware that a refund was availableI also stated that due to the age, volume, and breadth of the covered vehicles subject to the program and the complexity of part manufacturing that Lexus would be launching the the replacement portion of this program in several phasesOur ability to order any parts for the LS sieres vehicle did not come about until Mid September Lexus would only let each dealer order one dash pad per weekAfter reviewing the customers history we found that the customer did in fact visit the dealership in July of but it was to have a fuel pressure sensor gasket recall performedThe customer came to the dealership on June 9, to have pictures taken and the dash orderedThe dash was ordered in turn on this date along with the door panelsChecking with the parts department we still have one dash that was ordered in May that still has not arrived as of todayMr [redacted] dash is still on backorder with no ETA as well as the door panelsWhen the dash does arrive at the dealership, the customer will be called to schedule an appointment for replacement
MsClopton,I can appreciate the position that [redacted] has taken, but I believe we have offered a fair resolution.Our original position remains that we will install the interior door handle for no labor after the door handle is purchased.Thank You, [redacted]
the calculation of taxes was assessed from the state the vehicle was to be tagged inhaving said that, when we were notified that there was an overpayment Herrin Gear Toyota sent the overage to the lender which is the standard procedure for overages and cancellations of extended service contracts
This money will be applied directly to the principle of the customers loan and will shorten the term of their loan and lower their finance chargesthe customer is getting this money, it is just being applied to their loanHerrin Gear did not keep this money, therefore we do not have it to give to the customerwe apologize for any inconvenience
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thank you MsClopton for your email regarding *** ***We did inspect Ms*** vehicle on 8/15/2017, for the damage she alleged to have happened in our Chevrolet service shopThere are certain colors that our shop has and the color on Ms*** 'damaged area did not match any
color in our shopWe are trained by Mr*** to be advocates for the customer and we bend over backwards to try and appease everyoneIn this instance we can not assume the responsibility of the repair.Thank you again for your email.*** ***Herrin Gear Autoplex
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***-***
Tell us why hereMr*** brought his 328i into Herrin-Gear BMW on 09/20/at 54,miles for an oil change. Mr*** drove his vehicle for days and miles before returning .On 11/05/at 57,Mr***, stating he smells oilAfter inspecting the vehicle, we found
the Valve cover gasket leaking causing the oil smell and smoke, also found oil filter housing gasket leaking. The valve cover and oil filter housing gaskets are common leaks on BMW 328i; an oil change does not cause the leaks.I will offer Mr*** a 20% discount on is repair
Complaint: ***
I am rejecting this response because: As a customer, my initial complaint was never concerning the fact the part was incorrect and had to be reordered. As stated in my initial complaint, my issue was never with the person who assisted me in ordering the part. My issue is with the customer service provided via phone by service manager. However, I think that it is very inappropriate to depict a picture as if Herrin Gear reached out to me to provide a solution to this matter. Herrin Gear NEVER called to inform me that the correct part was in. The fact that the body shop had a chance to take a look at my vehicle and determine an estimated length of time, lets me know that the part had been in for a substantial amount of time for me to be informed. The fact that the first incorrect part ordered was delivered in a timely manner, further lets me know that it did not take this long for the part to be delivered. In fact, I reached out to Herrin Gear to follow up on the status of the part ordered and scheduled an appointment, it was not the opposite. As stated previously, the incorrect part ordered is not an issue for me. My issue is the rude phone customer service that has been provided to me. The fact that I have already been inconvenienced and to make matters worse, an employee is rude in the process, is unacceptable. I have had services provided previously at this place of business before without any issues. However, for this company to respond to a returning customer and state that you will use my unfortunate experience as "learning experience" for the body shop is unacceptable! For this company to state that they provide their employees with training on customer service and in fact fail to even acknowledge the customer's complaint and excuse such behavior is unacceptable. If this company's manager had experienced such poor customer service themselves, this would not be acceptable to he or she as well! This just goes to show how much this company respects their customers and the type of customer service provided to their customers. This goes to show the reputation that this company stands behind. I paid for a service to be provided with friendly customer service. I did not pay for a service to be provided with rudeness. Moving forward, I will NOT bring my vehicles for any type of service being provided and I will be sure to display just how management/Herrin Gear stands behind their poor customer service.
Regards,
*** ***
Thank you for the email responseI have reviewed Ms***'s request and am unable to offer a billing adjustment.I would like to offer a refund of the previously paid charges if Ms*** would prefer, otherwise we stand ready to replace the pre-ordered part as per the details of the previously established appointment.Thank You,*** ***General ManagerHerrin Gear Chevrolet
Customers complaint has been addressed and taken care ofA check to refund the gap premiums will be overnighted tonight to the address the customer has requested
06-18-2015 ***CloptonDirectorof Dispute ResolutionTheRevdex.com of Mississippi, Inc. Re:*** ***, case #*** DearMsClopton, Thankyou for your letter concerning *** *** dated June 17, As you knowHerrin-GearChevrolet takes any and all
concerns from our customers seriously Ihave reviewed *** ***’s letter and have found the following itemsThe vehicle,a Chevrolet HHR, was brought in by *** *** for a manufacturersrecall on June 17, At the time of service the vehicle showed 53,607miles. Therecall was performed and as the customer was entering the vehicle the serviceadvisor was informed that the interior door handle was brokenThe serviceadvisor informed the driver, *** ***, and the complainant via phone,*** ***, the recall did not concern the door handle but was for theignition cylinder lock in the steering columnAny repairs would be the customer’sresponsibilityThe service manager, *** ***, also spoke with *** via phone and reiterated that the repairs would be at the owner’sexpense Inan effort to resolve the customer’s concern, the service department offered to installthe interior door handle for free, so long as the customer purchased the doorhandleThe door handle price was even reduced to $plus taxThe desirewas to minimize the customer’s out of pocket expense. Ms.Clopton we are trained by Mr*** to be advocates for the customer. I believe that we made a valid effort toresolve an unfortunate occurrencePlease inform *** *** that we willhonor this repair priceShe needs only to notify the service manager, ***, to set up an appointment. Onceagain thank you for your letter and should you have further questions pleasefeel free to contact me. Sincerely, ***GeneralManagerHerrin-GearChevrolet
Complaint: ***
I am
rejecting this response because: I was offered a letter to relinquish the funds, I was not given a bill or told about any incurred fees, I was also offered another vehicle of higher quality and value to drive for another week with intents to buy, before we were tricked into signing another form that hid the fact that we would not be received a full or partial refundWhen I talked to *** the sales manager prior to bringing the car back he said he wasn't worried about the money and made no indication that it would be confiscated. I also informed *** that my plan was to go on with the financing and just let the car be repossessed, I was encouraged no to do so, and led to believe that they were attempting to help me in some way, The financing was revoked so I could not legally keep the care anyway without resubmitting
Regards,
*** ***
He is correct , looks like it was an oversight on our part and we do apologize for the error . We will get with *** and get a copy of the ticket and we will be happy to reimburse him
Complaint: ***
I am rejecting this response because: the door handle was not broken when my daughter dropped the car off at the dealershipHow is it fair that I am to purchase a part for a repair that we did not cause?
Regards,
*** ***
On April 4, the sales department brought said vehicle to the service department needing an estimate to repair the volt power pointDuring writeup the service consultant noticed that there were two open recalls on the vehicleThe estimate was given to and approved by our Used Car Manager
and the repairs were performedThe vehicle was given back to the salesperson who had the vehicle delivered back to the customerAt some point during the week of October 3, Ms*** called stating that she needed to have her vehicle picked up and a loaner dropped offI questioned her about what concerns she had and she stated that the floor boards were soaking wet and that she had a full warranty on the vehicleI explained to her that we would have to perform a diagnosis and call the warranty company to see if the needed repair was coveredShe stated that she was told that everything on the vehicle was covered and she needed it picked up and a loaner dropped off and that she should not be responsible for anything that the warranty did not coverI also stated to her that we did not have the capability to pick up and deliver out of stateAt this time she indicated that her salesman told her that anytime she needed service that it would be picked up and a loaner dropped offThis is not part of our vehicle delivery and it is not our policy to pickup and deliver out of stateThe customer called back and stated that she had taken the vehicle to the Toyota Dealership in Monroe, Laand they cleaned the A/C drainShe states that she wants this repair paid for and that she wants the cost of drying the carpet paid forI, at a service department level will agree to PAY $of the cost to clean the A/C drains and our New Car Manager will agree to pay up to $toward the cost to dry the carpet. *** ***Service ManagerHerrin-Gear lexus
Complaint: [redacted]
I am rejecting this response because: the vehicle was not damaged when it was dropped off. The dealership should be responsible for the replacement part and repairs.
Regards,
[redacted]
The Customer Support Program ZLD actually launched in December of 2014. At this time the notification was to make the consumer that had paid for a replacement dash aware that a refund was available. I also stated that due to the age, volume, and breadth of the covered vehicles subject to the...
program and the complexity of part manufacturing that Lexus would be launching the the replacement portion of this program in several phases. Our ability to order any parts for the LS sieres vehicle did not come about until Mid September 2015. Lexus would only let each dealer order one dash pad per week. After reviewing the customers history we found that the customer did in fact visit the dealership in July of 2015 but it was to have a fuel pressure sensor gasket recall performed. The customer came to the dealership on June 9, 2016 to have pictures taken and the dash ordered. The dash was ordered in turn on this date along with the door panels. Checking with the parts department we still have one dash that was ordered in May that still has not arrived as of today. Mr. [redacted] dash is still on backorder with no ETA as well as the door panels. When the dash does arrive at the dealership, the customer will be called to schedule an appointment for replacement.