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 customer. In such a customer driven market, it is really surprising to me that you would risk losing a customer over $55.00. I guess your statement in prior response regarding customer satisfaction is just simply not true. Also, 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 18 year old daughter. My parents have been purchasing cars from Herrin gear for 20+ years and I purchased my car there in 2014. If this is the way you treat your customers, I definitely will not be returning for future purchases.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Ms. Clopton,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]
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]
we sincerely regret that Ms. [redacted] is not enjoying her vehicle. on the date of purchase, we gave her several vehicle options to buy. we showed newer vehicles that were under a manufacturer's warranty and that would have an expected lower cost of ownership. all other vehicles were turned down by Ms....
[redacted] and she decided to buy a 2008 BMW with over 100,000 miles. we explained that a vehicle with this many miles and an age of 10 years would be out of manufacturer's warranty. the vehicle would be sold "as-is". the paperwork was signed by Ms. [redacted] "as-is".Taking this into account whenMs. [redacted] contacted us about the issues, we still attempted to help her out. we took the vehicle to our BMW store to make repairs. We also gave her the option to trade into a newer vehicle that would have an expected lower cost of ownership, Ms. [redacted] declined a newer vehicle. today, 12/27/2017 we have again offered to trade her into a newer vehicle.
Tell us why 11-15-2017 Linda CloptonDirector of Dispute ResolutionThe Revdex.com of Mississippi, Inc.660 Katherine DriveSuite 400Flowood, MS 39232 USA Thank you for your e-mail concerning [redacted] dated November 15, 2017. 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 following. The vehicle, a 2012 Chevrolet Cruze, was in our Chevrolet mechanical shop for repairs beginning and ending on October 9, 2017. The vehicle was evaluated and repaired for a running hot/overheating condition. The need for repair was for an oil coolant line coming off, which caused the belt to come off , and damaged the tensioner. The charges were for reinstalling the oil line as well as, replacing the belt and tensioner. As per GM’s warranty, the repairs at an authorized GM dealer are covered 12 months with unlimited mileage. This 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 applicable. The repairs that are subsequent to the October 9, 2017 visit, if not covered by the GM warranty are the responsibility of the customer. Thank you again for your email. Sincerely, [redacted]General ManagerHerrin Gear Autoplex here...
Ms. [redacted] requested a refund and one will be issued for the amount paid. The check will be mailed directly to her.[redacted]General ManagerHerrin Gear Chevrolet
Tell us why here... 10-06-2016 Linda CloptonDirector of Dispute ResolutionThe Revdex.com of Mississippi, Inc.660 Katherine Drive Suite 400Flowood, MS 39232 Re: [redacted], case #[redacted] Dear Ms. Clopton, Thank you for your email concerning [redacted] dated...
October 6, 2016. As you know Herrin-Gear Chevrolet takes any and all concerns from our customers seriously. I have reviewed the email complaint. The part was incorrect on the first order but has now come in and the customer has established an appointment for installation on October, 7, 2016. Ms. Clopton we are trained by Mr. [redacted] to be advocates for the customer. We have ongoing training about phone etiquette and I will use this email as a training tool for the body shop staff. I apologize that Ms. [redacted] was not handled in a professional manner. Once again thank you for your email and should you have further questions please feel free to contact me. Sincerely, [redacted]General ManagerHerrin-Gear Chevrolet
Tell us why here... On behalf of Herrin-Gear and Mr. [redacted]. As a Dealership we always go above and beyond to satisfy any situation that occurs. We have offered to repair the vehicle if there is a problem. unfortunately we have not been able to reproduce the issues the...
customer complains of. This vehicle went through and very thorough inspection in our shop, and spent $1970.73 making sure this vehicle was safe, and mechanically sound. We have now offered the customer a full refund minus the miles the customer has driven since the time of purchase @ 0.60 cents per mile. We are now awaiting the customers decision whether to keep the vehicle and Herrin-Gear repair it, or, Herrin-Gear purchase the vehicle back from the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as Herrin-Gear Lexus's replacement date does not extend beyond the Manufacturer's Warranty Enhancement Notification's Primary Coverage date of 31.May.2017, which is the later date listed from either the Primary or Secondary Coverage in the Warranty Enhancement Notification, which I supplied as original evidence of my vehicle's warranty coverage.
Regards,
[redacted]
10-16-2015 LindaCloptonDirectorof Dispute ResolutionTheRevdex.com of Mississippi, Inc.505Avalon Way, Suite BBrandon,MS 39047 USA Thank you for your e-mail concerning [redacted] dated October 14, 2015. As youknow Herrin-Gear Autoplex takes any and all concerns from...
our customers seriously. I have reviewed Ms. [redacted]’s concerns and have found the following. Thevehicle, a 2005 Lexus LS430, was in our body shop for repairs beginning November14, 2012. The vehicle was evaluated and repaired for vandalism. I have given Ms. [redacted] a copy of the estimate showing the related repairs. Theglass in question is listed on the estimate as a sublet. This means that we didnot install the glass but sent it from our facility to [redacted] forinstallation.I have enclosed as an attachment the copy of the email we received from Alfa, thepaying insurance company, that shows their involvement and subsequent paymentfor the repair, including the glass installation.Our body shop proceeded as directed by the insurance company. Given thisinformation I will respectfully decline Ms. [redacted]’s request for payment. Anyfurther concerns related to this issue need to be directed to the insurance company. Sincerely, [redacted]GeneralManagerHerrinGear Autoplex
the $1000 was a non-refundable deposit. The vehicle was also driven and the mileage depreciated the vehicles value, therefore we were under the belief that the deposit could be kept by the dealership to write down the cost of the car.thanks[redacted]
The customer did bring the vehicle in for service. After the vehicle was picked up we were notified that the ring was missing. At that time the customer was advised that the write up sheet that he had signed released us from liability for loss or damage to the above vehicle or articles left therin...
in case of fire, therft or other cause beyond our control. This is also stated on the invoice that was signed by the customer. The service manager did speak with the technician about this concern. The only repair done was swapping tires for a wear concern and an oil and filter change and at no time was the console gone in to.. The service manager also spoke with the manager of the detail facility who questioned the person responsible for the wash and there was no one there in the console as well. The customer advised [redacted] that he would speak to an attorney and [redacted] stated that if he felt he needed to contact an attorney, then that was at his discretion. When Mrs. [redacted] called back and spoke with [redacted] and the service manager interjected she stated that the maintenance light was on. The service manager told her that we could send someone to her home or work and reset it. After this she stated that her husband had spoken with an attorney and was advised by the service manager that once an attorney becomes involved then we cannot help her any longer. At no time was anyone RUDE or NASTY. The facts were simply stated to the customer. We will be more than happy to send someone to reset the light but if an attorney is involved then we are not able to do this. Also due to privacy concerns of other customers we do not share video footage.
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 customer. In such a customer driven market, it is really surprising to me that you would risk losing a customer over $55.00. I guess your statement in prior response regarding customer satisfaction is just simply not true. Also, 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 18 year old daughter. My parents have been purchasing cars from Herrin gear for 20+ years and I purchased my car there in 2014. If this is the way you treat your customers, I definitely will not be returning for future purchases.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Ms. Clopton,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]
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]
we sincerely regret that Ms. [redacted] is not enjoying her vehicle. on the date of purchase, we gave her several vehicle options to buy. we showed newer vehicles that were under a manufacturer's warranty and that would have an expected lower cost of ownership. all other vehicles were turned down by Ms....
[redacted] and she decided to buy a 2008 BMW with over 100,000 miles. we explained that a vehicle with this many miles and an age of 10 years would be out of manufacturer's warranty. the vehicle would be sold "as-is". the paperwork was signed by Ms. [redacted] "as-is".Taking this into account whenMs. [redacted] contacted us about the issues, we still attempted to help her out. we took the vehicle to our BMW store to make repairs. We also gave her the option to trade into a newer vehicle that would have an expected lower cost of ownership, Ms. [redacted] declined a newer vehicle. today, 12/27/2017 we have again offered to trade her into a newer vehicle.
Tell us why 11-15-2017 Linda CloptonDirector of Dispute ResolutionThe Revdex.com of Mississippi, Inc.660 Katherine DriveSuite 400Flowood, MS 39232 USA Thank you for your e-mail concerning [redacted] dated November 15, 2017. 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 following. The vehicle, a 2012 Chevrolet Cruze, was in our Chevrolet mechanical shop for repairs beginning and ending on October 9, 2017. The vehicle was evaluated and repaired for a running hot/overheating condition. The need for repair was for an oil coolant line coming off, which caused the belt to come off , and damaged the tensioner. The charges were for reinstalling the oil line as well as, replacing the belt and tensioner. As per GM’s warranty, the repairs at an authorized GM dealer are covered 12 months with unlimited mileage. This 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 applicable. The repairs that are subsequent to the October 9, 2017 visit, if not covered by the GM warranty are the responsibility of the customer. Thank you again for your email. Sincerely, [redacted]General ManagerHerrin Gear Autoplex here...
Ms. [redacted] requested a refund and one will be issued for the amount paid. The check will be mailed directly to her.[redacted]General ManagerHerrin Gear Chevrolet
Tell us why here... 10-06-2016 Linda CloptonDirector of Dispute ResolutionThe Revdex.com of Mississippi, Inc.660 Katherine Drive Suite 400Flowood, MS 39232 Re: [redacted], case #[redacted] Dear Ms. Clopton, Thank you for your email concerning [redacted] dated...
October 6, 2016. As you know Herrin-Gear Chevrolet takes any and all concerns from our customers seriously. I have reviewed the email complaint. The part was incorrect on the first order but has now come in and the customer has established an appointment for installation on October, 7, 2016. Ms. Clopton we are trained by Mr. [redacted] to be advocates for the customer. We have ongoing training about phone etiquette and I will use this email as a training tool for the body shop staff. I apologize that Ms. [redacted] was not handled in a professional manner. Once again thank you for your email and should you have further questions please feel free to contact me. Sincerely, [redacted]General ManagerHerrin-Gear Chevrolet
Tell us why here... On behalf of Herrin-Gear and Mr. [redacted]. As a Dealership we always go above and beyond to satisfy any situation that occurs. We have offered to repair the vehicle if there is a problem. unfortunately we have not been able to reproduce the issues the...
customer complains of. This vehicle went through and very thorough inspection in our shop, and spent $1970.73 making sure this vehicle was safe, and mechanically sound. We have now offered the customer a full refund minus the miles the customer has driven since the time of purchase @ 0.60 cents per mile. We are now awaiting the customers decision whether to keep the vehicle and Herrin-Gear repair it, or, Herrin-Gear purchase the vehicle back from the customer.
Ms. Clopton,As stated before I believe this to be a fair resolution. Thank You,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as Herrin-Gear Lexus's replacement date does not extend beyond the Manufacturer's Warranty Enhancement Notification's Primary Coverage date of 31.May.2017, which is the later date listed from either the Primary or Secondary Coverage in the Warranty Enhancement Notification, which I supplied as original evidence of my vehicle's warranty coverage.
Regards,
[redacted]
10-16-2015 LindaCloptonDirectorof Dispute ResolutionTheRevdex.com of Mississippi, Inc.505Avalon Way, Suite BBrandon,MS 39047 USA Thank you for your e-mail concerning [redacted] dated October 14, 2015. As youknow Herrin-Gear Autoplex takes any and all concerns from...
our customers seriously. I have reviewed Ms. [redacted]’s concerns and have found the following. Thevehicle, a 2005 Lexus LS430, was in our body shop for repairs beginning November14, 2012. The vehicle was evaluated and repaired for vandalism. I have given Ms. [redacted] a copy of the estimate showing the related repairs. Theglass in question is listed on the estimate as a sublet. This means that we didnot install the glass but sent it from our facility to [redacted] forinstallation.I have enclosed as an attachment the copy of the email we received from Alfa, thepaying insurance company, that shows their involvement and subsequent paymentfor the repair, including the glass installation.Our body shop proceeded as directed by the insurance company. Given thisinformation I will respectfully decline Ms. [redacted]’s request for payment. Anyfurther concerns related to this issue need to be directed to the insurance company. Sincerely, [redacted]GeneralManagerHerrinGear Autoplex
the $1000 was a non-refundable deposit. The vehicle was also driven and the mileage depreciated the vehicles value, therefore we were under the belief that the deposit could be kept by the dealership to write down the cost of the car.thanks[redacted]
The customer did bring the vehicle in for service. After the vehicle was picked up we were notified that the ring was missing. At that time the customer was advised that the write up sheet that he had signed released us from liability for loss or damage to the above vehicle or articles left therin...
in case of fire, therft or other cause beyond our control. This is also stated on the invoice that was signed by the customer. The service manager did speak with the technician about this concern. The only repair done was swapping tires for a wear concern and an oil and filter change and at no time was the console gone in to.. The service manager also spoke with the manager of the detail facility who questioned the person responsible for the wash and there was no one there in the console as well. The customer advised [redacted] that he would speak to an attorney and [redacted] stated that if he felt he needed to contact an attorney, then that was at his discretion. When Mrs. [redacted] called back and spoke with [redacted] and the service manager interjected she stated that the maintenance light was on. The service manager told her that we could send someone to her home or work and reset it. After this she stated that her husband had spoken with an attorney and was advised by the service manager that once an attorney becomes involved then we cannot help her any longer. At no time was anyone RUDE or NASTY. The facts were simply stated to the customer. We will be more than happy to send someone to reset the light but if an attorney is involved then we are not able to do this. Also due to privacy concerns of other customers we do not share video footage.