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Reviews Holidae House

Holidae House Reviews (8)

According to the business this car came with no warranty sold as is, however they have informed customer the will do the work to repair as soon as his mechanic returns to workOut sick

Initial Business Response /* (1000, 5, 2016/07/14) */
Mr. [redacted]'s issue is with GM, not Kelley Automotive. His prior repairs were paid and approved by GM as a courtesy. Mr. [redacted]'s vehicle is not under any type of warranty and the condition of which he complains is not the subject of a...

recall. His current complaint has been forwarded to the GM representative for [redacted] Automotive and can only be handled by GM, not Kelley Automotive.

Kelley Automotive does sympathize with Ms. [redacted]' frustrations, but cannot admit to any wrongdoing in this matter. Kelley Automotive relies on repeat customers.  The only way the company earns repeat business is with satisfied customers.  It is not in Kelley Automotive's interest to mislead its customers or misinform them.  The finance managers all operate under a set of procedures with each customer.  Out of state customers are always informed that there may be additional fees due at titling.  Kelley Automotive has implemented this procedure so that customers are not unhappy or surprised when they title their vehicle in their home state.  Mr. Zavacki followed the protocol he always follows, when he dealt with Ms. [redacted].  Whether or not sure recalls the conversation, Kelley Automotive cannot speak to.  As to Ms. [redacted]' claim that Kelley Automotive mishandled her title work, that also is incorrect.  Ms. [redacted] was very unhappy when she was informed that there would be $840 due when Kelley Automotive informed her.  Kelley Automotive does, as a service to customers, process title work for them.  During the processing of Ms. [redacted]' title, the Michigan BMV informed Kelley Automotive of the additional sales tax due.  This information was conveyed to Ms. [redacted].  She refused to pay the sales tax.  Had Ms. [redacted] sent Kelley Automotive the additional amount due, they would have titled her vehicle.  Because she did not agree to pay the amount due, Kelley Automotive sent her the paperwork for her vehicle title so that she could title the vehicle herself.  In order for Ms. [redacted]' vehicle to be titled, the paperwork HAD to be sent to her personally.  Kelley Automotive followed all of its internal procedures and the laws governing it in this matter.  Unfortunately, Ms. [redacted] owes additional sales tax due to the dictates of Michigan law.

Initial Business Response /* (1000, 6, 2015/06/10) */
Contact Name and Title: Monica [redacted], corp counsel
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@senkhrc.com
Dear Revdex.com-
This vehicle was received by the Kelley Group as a trade on a new car. Kevin Turner was the salesperson and Brook...

Allen was the manager involved. The customer paid $8500 for the vehicle and financed it thru CAC. It was sold as-is. Under the as-is inspection process, the Kelley group changed the oil, repaired the rear brakes, replaced the wiper blades, replaced the license plate lights and inspected for check engine light. The check engine light was on due to a loose fuel cap.
On April 16th the vehicle was towed to Image Cars for a no start condition. Image put a battery in it and the [redacted] Group paid the bill as a courtesy to the customer. The vehicle was again towed to Alford Automotive on May 22nd for a no start condition. Alford found a draw from the rear electronic module. Brook Allen ok'd the repair for $1023.17. This repair was paid for as a customer courtesy, as the vehicle has no warranty. The customer is responsible for the car going forward.
OFFER:
The Kelley Group has dealt with Mr. [redacted] in a very fair manner. Kelley paid for two repairs in excess of $1,200 because they valued Mr. [redacted] as a customer, not because the car was covered under any warranty. This is a used vehicle and as such, [redacted] have maintenance requirements. The Kelley Group can offer Mr. [redacted] no further assistance, beyond what they have already done.

Initial Business Response /* (1000, 5, 2017/10/20) */
Mr. [redacted] did purchase a 2014 vehicle from Kelley Chevrolet in December 2013. He also purchased an Ultimate Q Mechanical Repair Service Contract. I am attaching a copy of the signed contract for the investigator's consideration.
Mr....

[redacted] is upset about the [redacted] deductible that applies when the Service Contract is utilized. The contract, which Mr. [redacted] signed, clearly identifies that there will be a [redacted] deductible.
In addition, Mr. [redacted] wants Kelley Chevrolet to pay for the deductible. Kelley Chevrolet, in the standard course of its business, sold Mr. [redacted] a Service Contract with the deductible plainly displayed. Although Kelley Chevrolet does not want Mr. [redacted] to be upset with his decision to purchase the Service Contract, or with the terms of the Contract, Kelley Chevrolet did not write those terms. Because the Contract was presented to Mr. [redacted] and he chose to purchase the Services provided under that Contract, any dispute he has with those terms should be with the Service Contract company, not Kelley Chevrolet. The Administrator of the Contract is clearly identified at the top of the Contract for Mr. [redacted] to pursue.
Initial Consumer Rebuttal /* (3000, 7, 2017/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know I purchased the warranty my point is I was mislead by the finance namnger at the time I purchased the truck! I have a spare tire on my truck that if I were to have a flat doesn't do me any good neither keys to my ignition that I have does not fit the lock to get the tire off and you want to charge me [redacted] to unlock that lock. You sell the warranties, you are just as misleading as the company who actually has the contracts. I will converse with my attorney, may still not get anywhere but I'm going to try. Why can't you just unlock the lock in the spare tire?
Final Business Response /* (4000, 10, 2017/10/24) */
If Mr. [redacted] is solely asking for assistance with unlocking his spare tire from the vehicle, Kelley Chevrolet is more than happy to assist him with this problem, if it resolves the entire matter. Please have Mr. [redacted] contact [redacted] Service Manager, at Kelley Chevrolet on Lima Road (XXX)XXX-XXXX. Mr. [redacted] will schedule an appointment to have the spare tire unlocked, free of charge.

I am rejecting this response because:
This is not what happened the dealership did not inform me of any additional and or possibility of fees and they applied for my tags and then just dropped everything and then refused to do anything after they messed up and left me holding the bag. Even after they messed up then send all my paperwork at the last minute UPS for me to figure it out in a few days before I’m assessed fees the dealership knows they made a mistake and they could have assessed those taxes correctly from the start. They at no time told me of any possibility of incurring any additional taxes and or fees. It’s so easy for them to now hide behind Indiana law after the fact.

Initial Business Response /* (1000, 5, 2017/12/07) */
Ms. [redacted] did purchase a 2015 Equinox on October 14, 2017 from Kelley Automotive. (See attached Buyer's Order) The vehicle was a Certified Pre-Owned vehicle. A Certified Pre-Owned vehicle is a vehicle that goes through a 172 point...

inspection by a GM Certified technician. A copy of the inspection report is attached. The inspection report states on it that, "No claim is made that this vehicle is in new condition." (see page 2 below Service Manager signature) As to the exterior of the vehicle, the report clearly directs the service technician in bold to, "REVIEW EXTERIOR ITEMS TO ENSURE THEY ARE CLEAN AND DAMAGE-FREE." Ms. [redacted]'s vehicle passed [redacted] GM Certified Pre-Owned vehicle inspection on all points and was sold under the program. Prior body repair and paint would not equate to a vehicle being "damaged" and ineligible for the program. Ms. [redacted]'s statement that the technician deceived her is unfounded. The vehicle was properly inspected per GM's specifications and passed without issue.

Ms. [redacted] also reviewed and signed the state-required Buyer's Guide for her vehicle. A copy is attached. The Buyer's Guide clearly indicates that [redacted] Automotive is not warrantying the vehicle and it is sold "As-Is." The only warranties on the vehicle are those offered by GM, which would be the original warranty and the GM Certified Pre-Owned limited warranty. As previously stated, the Pre-Owned Certification warranties the vehicle as to the parts and systems inspected, and indicates that they are in good working order at the time of sale. [redacted] Automotive made no additional warranties as to the condition of the vehicle.
Ms. [redacted] asserts that Kelley Automotive has a "30 day return policy" for its vehicles. This is not the case. As a Certified Pre-Owned vehicle, it was subject to that program's 3-day/150-Mile Pre-Owned Vehicle Exchange Policy. A signed copy of the Policy is attached. Ms. [redacted] states in her complaint that she contacted Kelley Automotive 8 business days after the vehicle purchase, which was outside of the 3 day window. Nevertheless, Kelley Automotive did try, as a courtesy, to find Ms. [redacted] a replacement vehicle. The problem is that Ms. [redacted] would only accept the exact vehicle as a replacement. Because the vehicle she purchased was a used vehicle, with specific options and mileage, it is virtually impossible to find an exact replica of her vehicle. Ms. [redacted]'s statement that Kelley has refused to look for a replacement vehicle is untrue. Kelley has looked and was unable to locate the exact replica vehicle she had purchased, which is what she demanded. Kelley would be more than happy to continue to work with Ms. [redacted].
As to the issue of the CARFAX Vehicle History Report, Ms. [redacted] received a copy of that report at the time of purchase, and she signed a copy as an acknowledgment. The CARFAX report is attached. Kelley Automotive has no affiliation with CARFAX and offers it to customers for its stated purpose, as defined by CARFAX. The first page of the report states,
"This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of 10/14/17 at 5:11:15 PM (EDT). Other information about this vehicle, including problems, may not have been reported to CARFAX. Use this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car."
Ms. [redacted] signed the CARFAX in acknowledgment of this statement by CARFAX. If Ms. [redacted]'s vehicle was in an accident and repainted, as she claims, it was not reported to CARFAX by the insurance industry. The CARFAX shows that the vehicle was brought into the Kelley Automotive inventory on September 22, 2017, on the same date it was inspected by the GM Certified Technician. It was sold to her 3 weeks later.
Kelley Automotive had no knowledge of a prior wreck, and Kelley certainly did not wreck and repair the vehicle. Further, Ms. [redacted]'s vehicle met all the qualifications for Certification. Even if the vehicle had been wrecked and repaired, this would not have impacted whether it could have been sold as GM certified. A repair of a used vehicle also might not necessarily impact the resale price of that vehicle, as Ms. [redacted] alleges. The vehicle sold to Ms. [redacted] was a quality vehicle, sold in good working order that had passed all the necessary inspections to qualify for GM certification. Kelley Automotive engaged in no deception to hide prior repairs, and would not do so. Kelley's customer base is dependent on repeat customers. Deceptive sales practices would undermine the future of the Kelley business and jeopardize the livelihoods of its 500+ employees. Kelley Automotive does not conduct its business as Ms. [redacted] has stated, and wholeheartedly denies her charges.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kelley Automotive downloaded a document that I am seeing for the first time. The 172-Point vehicle inspection. Kelley claims that this vehicle passed the GM Certified Pre-Owned Vehicle Inspection on all points and was sold under the program. They also stated that a Certified Pre-Owned Vehicle is a Vehicle that goes through a 172-Point Inspection by a GM Certified Technician.Please refer to that document..Under the "INVESTIGATE VEHICLE HISTORY" (at the top left of the form)it reads "THIS CERTIFIED INSPECTION PROCESS IS REQUIRED FOR ALL CERTIFIED PRE-OWNED VEHICLES. ALL 172-POINTS INSPECTION POINTS MUST BE COMPLETED". In this section 1 through 4 are NOT completed. In the "DETAILING" section nothing is completed.There are other points throughout this form that are not completed. On page 2 at the top it shows required signatures: Certified Technician,Service Manager and Used Vehicle Manager.There is no Used Vehicle Managers signature.If you read under the signature line it reads "THE AUTHORIZED SERVICE MANAGER AND USED VEHICLE MANAGER SIGNATURES CERTIFY THAT THIS VEHICLE HAS BEEN CAREFULLY INSPECTED AND CURRENTLY MEETS THE REQUIREMENTS OF THE CBG CERTIFIED PRE-OWNED VEHICLES PROGRAM." This form does not have the required signatures to CERTIFY this vehicle.
Kelley Automotive states that they brought this vehicle into their inventory on "September 22, 2017 on that same date it was inspected". The Technician and Service Manager signed and dated September 25, 2017.
And never did I say that Kelley Automotive wrecked this vehicle or even did the repairs. What I did say is I found it hard to believe that their Technicians did not notice the poorly done body work. Even after they had to replace all 4 tires due to sidewall damage.(as stated on the inspection report)

In response to Kelley stating I was demanding a exact replica of this vehicle is untrue. I do feel that they are not putting much effort into finding me a replacement vehicle. It's been 2 months. And the salesman DID say that I had 30 days to return it for something else if I was not happy with my purchase.
When I bought this Equinox, It gave me a peace of mind knowing I had purchased a Certified vehicle with a clean CARFAX. Then I find out the CARFAX is wrong the Vehicle has been wrecked. And after reviewing the document that Kelley Automotive downloaded, I don't think this Vehicle is even CERTIFIED. All 172-Points of inspection were not completed and it lacks the signatures required.

Final Business Response /* (4000, 9, 2017/12/15) */
Ms. [redacted]'s vehicle is properly certified under the GM Certified Pre-Owned program. Ms. [redacted] would not have seen the The 172 point inspection report included in the Kelley Response. It is not given to the customer, but is an internal document.
Ms. [redacted] is correct that the top 4 lines of the form, and the detailing section were not filled out, which should have been. Those steps were followed, however. The portions that were not filled out relate to the CarFAX, the presence of the owner's manual and the physical cleaning and detailing of the vehicle. Ms. [redacted] did sign the CarFAX, so that part of the process was obviously undertaken. She has a copy of her owner's manual. Her vehicle was clean and detailed and she had no complaint related to the cleanliness of her vehicle. The most important, and relevant portion of the certification process, is the external inspection of the vehicle. The technician indicated that the vehicle was in good working order, which it was and still is. As previously stated, the certification process does not require a technician to certify the vehicle is in "new" condition. Kelley's only represents through the certification process that the vehicle is a used vehicle that is in good working order, not perfect, and certainly not without repairs in its past.
The Kelley technician did fail to check the boxes that confirmed the CarFax and owner's manual were with the vehicle and it was detailed, which he should have done. However, those steps did not impact the certification of the vehicle. Again, the steps were undertaken, as evidenced by the signed CarFAX, presence of the owner's manual and cleanliness of her car, the form was simply not properly filled in.
Ms. [redacted]'s complaint against Kelley Automotive is misdirected. [redacted] Automotive inspected and certified her vehicle and had no knowledge that the vehicle was in a previous wreck. Kelley also relies on the CarFAX to show vehicle histories. The CarFAX didn't show the accident she alleges in which the car was involved. Kelley's has no control over the information in the CarFAX, and cannot be held liable for that error.

Kelley's is very willing to assist Ms. [redacted] with finding a replacement vehicle, if she so chooses.

Initial Business Response /* (1000, 8, 2016/01/14) */
Contact Name and Title: [redacted], Corp Counsel
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@kelleyauto.com
See attached Response

OFFER:
See attached Response for offer
Initial Consumer Rebuttal /* (2000, 10, 2016/01/23)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
1.) Andrew Stephan, told me prior to buying the car that all the tires were new. The concern was not that I had to change the tires, but the fact that I was lied to.
2. Kelley should be able to look through their transaction history to see that I did in fact replace my wipper transmissions at Kelley.
3.I never stated that I had replaced the rotors on the Malibu, nor did I state that there was any mechanical or electrical problems with the Verano. I stated in my complaint how much Dan [redacted] stated that it would cost to replace each rotor.
4. It does not matter how long after I have signed the lease, a sales representative told me, the buyer that there was a 3 day period after buying the car that I could return it. If what Kelley states is true about there not being a time period after purchasing the car to return it then they should update their sales representatives on the leasing rules and protocols of Kelley. No one, whether a competent adult or not, should be given false information and subjected to "passive aggressive behavior" by any "professional business." Nor should the business or workers continue to falsify information in order to cover their tracks.
&. In conclusion I except Kelley's payment offer of $400 because I know that nothing will be done further. I will never do business with Kelley. Neither will my family or friends. The only thing that I ever really wanted from genuine apologize.

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