Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ Contact Name and Title: Josh General Sales Manage Contact Phone: XXXXXXXXXX Contact Email: ***@bendavischevrolet.com In Response to our customer's complaintEvery used vehicle we sell goes through a complete mechanical & safety inspection We do our best to make sure the cars we are selling are in good mechanical conditionWe absolutely make sure every car we sell passes a safety inspectionI will say that in an organization our size with many moving parts and many employees, we miss things and make mistakesOur commitment as a management team is to rectify those mistakes when they occurIt is especially challenging when it comes to vehicles that are years old with over 100,miles to deliver on this promiseIn regard to the hose breaking, that is an issue you cannot predict or anticipateWhen it breaks, it breaksIn response to the vibration, we diagnosed it as a flex pipe in the exhaust system,($570) which we fixed at no charge to the customer (not a safety issue)The dealership assumed all financial obligation in regards to this repairThe customer contacted me after the repair work was done and expressed discontent with the situationFrom this point I had the customer bring the car to the dealership where we had a 2nd mechanic inspect the wheel bearingsTheir findings were that one of the bearings was making noise, but was safeTo meet the expectations of the customer I made a decision to have the service department remove and replace both front wheel bears and a worn CV boot($850), at no charge to the customerThe dealership assumed all financial obligation in regards to this repairOur goal and intention is to sell good vehicles at a good priceWe have maintained as an honest and straightforward company since 1982, and could not have done so if we were dishonest and not reliableI feel as if we took all of the appropriate measures needed to completely satisfy our customer Kind Regards, Josh [redacted] General Sales Manager ***@bendavischevrolet.com OFFER: We have already completed repairs and addressed the consumers concerns
Initial Business Response / [redacted] (1000, 9, 2016/08/04) */ Contact Name and Title: [redacted] GSM Contact Phone: XXXXXXXXXX Contact Email: ***@bendavischevrolet.com The vehicle purchased by our customer was fully inspected and serviced prior to the dealership offering it for saleIt is our standard of doing business to mechanically inspect every vehicleEvery vehicle inspection includes a multi-point vehicle inspection as well as a lube, oil, & filter (LOF)This is standard operating procedure as a part of our vehicle intake processOn this particular vehicle we spent [redacted] in mechanical repairs to get the vehicle ready for retail offeringWe see absolutely no value in selling vehicles that are bad, or not in proper mechanical conditionHowever it is not uncommon for a used vehicle to have mechanical failure or breakdownThis is the reason many customers choose to buy new vehiclesThere is a certain degree of risk-responsibility assumed by consumers purchasing early-model high mileage vehiclesThis same risk assessment is why manufacturers choose not to warranty vehicles in this age and mileage rangeAs a dealership we understand the position of both the consumer and the manufacturer, so we have a solution for filling that gap in riskWe offer vehicle service contracts to help protect the investment of our guestsSome choose to take advantage of this protection, some choose not toIn this case our guest made a decision to "self insure" herself against mechanical failure or breakdownShe declined the vehicle service contractWe took every precaution we could to best serve our guestWe inspected the vehicle, we offered a vehicle service contract, and we agreed there was nothing more promised or owed to the customer beyond those agreements (see reverse side of buyers order)Our service department was willing to offer a discounted labor rate on the replacement of the motor in the vehicle, and also advised that the "aftermarket" or non-OEM style catalytic converter installed after the purchase of the vehicle could cause future engine failureOur used vehicle department was also willing to offer a goodwill adjustment of [redacted] Both offerings were declined by the consumerShe stated she could get the repairs completed cheaper elsewhereWe see value in completing the repairs with OEM parts, and brand specific trained mechanicsThis sometimes comes at a premium that is not cheap, but ensures the job is performed by the right people and with the right replacement partsGeneral Motors holds us accountable to a high standard, and we out perform their requirements in every departmentThis is unfortunate, and we wish this was not happeningUnfortunately we cannot justify assuming financial responsibility for the repairs on this vehicle Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ben Davis states "The vehicle purchased by our customer was fully inspected and serviced prior to the dealership offering it for sale." They have no documentation, to support the oil was changed as statedThere was no sticker in the window for that serviceI looked up the repairs, included in the [redacted] they replaced the "Brain module"Ben Davis welling knew the car was in poor conditionThey should except financial responsibility for the repairs on this vehicle Final Business Response / [redacted] (4000, 15, 2016/09/01) */ ***Document Attached [redacted] I have attached the multi-point vehicle inspection sheet to this responseAs stated previously, our service department executes a Lube, Oil, & Filter (LOF) with every pre owned vehicle inspectionThis is standard operating procedureIt is a part of our vehicle inspection process internallyOn page of the inspection sheet you will find the notes on the techs findings
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Contact Name and Title: Brent ***, Pres Contact Phone: XXX-XXX-XXXX Contact Email: ***@bendavischevrolet.com As of today, the products that they purchased that are eligible for cancellation have been cancelled and the checks sent to their lenderWe apologize for the delay and will review our policy so this does not happen againIf you have any further questions, please give us a call, thank you for being patient and thanks for the business OFFER:
Initial Business Response /* (1000, 6, 2017/10/23) */
Contact Name and Title: Joshua *** GSM
Contact Phone: XXXXXXXXXX
Contact Email: ***@bendavisonline.com
I spoke with Mr*** this morningWe both agreed that the tires on the car at the time of purchase met safety standardsHowever,
he wishes that the tires would have been new or had more treadHe has already purchased new tires from a 3rd partyMy suggestion was that he forward me the receipts for the new tires and I would reimburse him 50% of the cost he incurredHe agrees that was reasonable resolutionOnce I receive the receipts I will send him a check for the 50% we agreed uponMr*** was pleasant and patient in working towards resolution
Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: Brent [redacted], Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bendavischevrolet.com
As of today, the products that they purchased that are eligible for cancellation have been cancelled and the checks sent to their...
lender. We apologize for the delay and will review our policy so this does not happen again. If you have any further questions, please give us a call, thank you for being patient and thanks for the business.
OFFER:
Initial Business Response /* (1000, 5, 2015/12/29) */
Contact Name and Title: Josh General Sales Manage
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bendavischevrolet.com
In Response to our customer's complaint. Every used vehicle we sell goes through a complete mechanical & safety inspection....
We do our best to make sure the cars we are selling are in good mechanical condition. We absolutely make sure every car we sell passes a safety inspection. I will say that in an organization our size with many moving parts and many employees, we miss things and make mistakes. Our commitment as a management team is to rectify those mistakes when they occur. It is especially challenging when it comes to vehicles that are 9 years old with over 100,000 miles to deliver on this promise. In regard to the hose breaking, that is an issue you cannot predict or anticipate. When it breaks, it breaks. In response to the vibration, we diagnosed it as a flex pipe in the exhaust system,($570) which we fixed at no charge to the customer (not a safety issue). The dealership assumed all financial obligation in regards to this repair. The customer contacted me after the repair work was done and expressed discontent with the situation. From this point I had the customer bring the car to the dealership where we had a 2nd mechanic inspect the wheel bearings. Their findings were that one of the bearings was making noise, but was safe. To meet the expectations of the customer I made a decision to have the service department remove and replace both front wheel bears and a worn CV boot($850), at no charge to the customer. The dealership assumed all financial obligation in regards to this repair. Our goal and intention is to sell good vehicles at a good price. We have maintained as an honest and straightforward company since 1982, and could not have done so if we were dishonest and not reliable. I feel as if we took all of the appropriate measures needed to completely satisfy our customer.
Kind Regards,
Josh [redacted]
General Sales Manager
260.610.9977
[redacted]@bendavischevrolet.com
OFFER:
We have already completed repairs and addressed the consumers concerns.
Initial Business Response /* (1000, 9, 2016/08/04) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bendavischevrolet.com
The vehicle purchased by our customer was fully inspected and serviced prior to the dealership offering it for sale. It is our...
standard of doing business to mechanically inspect every vehicle. Every vehicle inspection includes a multi-point vehicle inspection as well as a lube, oil, & filter (LOF). This is standard operating procedure as a part of our vehicle intake process. On this particular vehicle we spent [redacted] in mechanical repairs to get the vehicle ready for retail offering. We see absolutely no value in selling vehicles that are bad, or not in proper mechanical condition. However it is not uncommon for a used vehicle to have mechanical failure or breakdown. This is the reason many customers choose to buy new vehicles. There is a certain degree of risk-responsibility assumed by consumers purchasing early-model high mileage vehicles. This same risk assessment is why manufacturers choose not to warranty vehicles in this age and mileage range. As a dealership we understand the position of both the consumer and the manufacturer, so we have a solution for filling that gap in risk. We offer vehicle service contracts to help protect the investment of our guests. Some choose to take advantage of this protection, some choose not to. In this case our guest made a decision to "self insure" herself against mechanical failure or breakdown. She declined the vehicle service contract. We took every precaution we could to best serve our guest. We inspected the vehicle, we offered a vehicle service contract, and we agreed there was nothing more promised or owed to the customer beyond those agreements (see reverse side of buyers order). Our service department was willing to offer a discounted labor rate on the replacement of the motor in the vehicle, and also advised that the "aftermarket" or non-OEM style catalytic converter installed after the purchase of the vehicle could cause future engine failure. Our used vehicle department was also willing to offer a goodwill adjustment of [redacted] Both offerings were declined by the consumer. She stated she could get the repairs completed cheaper elsewhere. We see value in completing the repairs with OEM parts, and brand specific trained mechanics. This sometimes comes at a premium that is not cheap, but ensures the job is performed by the right people and with the right replacement parts. General Motors holds us accountable to a high standard, and we out perform their requirements in every department. This is unfortunate, and we wish this was not happening. Unfortunately we cannot justify assuming financial responsibility for the repairs on this vehicle.
Initial Consumer Rebuttal /* (3000, 11, 2016/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ben Davis states "The vehicle purchased by our customer was fully inspected and serviced prior to the dealership offering it for sale." They have no documentation, to support the oil was changed as stated. There was no sticker in the window for that service. I looked up the repairs, included in the [redacted] they replaced the "Brain module". Ben Davis welling knew the car was in poor condition. They should except financial responsibility for the repairs on this vehicle.
Final Business Response /* (4000, 15, 2016/09/01) */
[redacted]Document Attached[redacted]
I have attached the multi-point vehicle inspection sheet to this response. As stated previously, our service department executes a Lube, Oil, & Filter (LOF) with every pre owned vehicle inspection. This is standard operating procedure. It is a part of our vehicle inspection process internally. On page 2 of the inspection sheet you will find the notes on the techs findings.
Initial Business Response /* (1000, 5, 2016/03/29) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bendavischevrolet.com
I apologize for any delay in communication or delivery of promise on behalf of our dealership. We do not intend to allow things...
to fall through the cracks. However we do service thousands of customers annually and rely heavily on computer systems and humans to process requests. From time to time we fall short. Our commitment is not to promise perfection, but to promise resolution when mistakes or miscues happen. In checking phone records, [redacted] your sales consultant has contacted you 5 times since the day you took delivery of the vehicle, the average duration of each call was 1 minute 23 seconds, typically the length of time it takes to leave a voice message. Our parts department claimed to have shipped the extra key to your home address directly. I tried to call, text, and email you today to confirm that you received the package from our parts department. From the information available to us, you should have the key in your possession. If this is not accurate, please contact me directly to rectify this issue. Again, we apologize, we are not perfect, but we are honest and deliver on all promises to our guests.
[redacted]
General Sales Manager
[redacted]
[redacted]@bendavischevrolet.com
Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ Contact Name and Title: Josh General Sales Manage Contact Phone: XXXXXXXXXX Contact Email: ***@bendavischevrolet.com In Response to our customer's complaintEvery used vehicle we sell goes through a complete mechanical & safety inspection We do our best to make sure the cars we are selling are in good mechanical conditionWe absolutely make sure every car we sell passes a safety inspectionI will say that in an organization our size with many moving parts and many employees, we miss things and make mistakesOur commitment as a management team is to rectify those mistakes when they occurIt is especially challenging when it comes to vehicles that are years old with over 100,miles to deliver on this promiseIn regard to the hose breaking, that is an issue you cannot predict or anticipateWhen it breaks, it breaksIn response to the vibration, we diagnosed it as a flex pipe in the exhaust system,($570) which we fixed at no charge to the customer (not a safety issue)The dealership assumed all financial obligation in regards to this repairThe customer contacted me after the repair work was done and expressed discontent with the situationFrom this point I had the customer bring the car to the dealership where we had a 2nd mechanic inspect the wheel bearingsTheir findings were that one of the bearings was making noise, but was safeTo meet the expectations of the customer I made a decision to have the service department remove and replace both front wheel bears and a worn CV boot($850), at no charge to the customerThe dealership assumed all financial obligation in regards to this repairOur goal and intention is to sell good vehicles at a good priceWe have maintained as an honest and straightforward company since 1982, and could not have done so if we were dishonest and not reliableI feel as if we took all of the appropriate measures needed to completely satisfy our customer Kind Regards, Josh [redacted] General Sales Manager ***@bendavischevrolet.com OFFER: We have already completed repairs and addressed the consumers concerns
Initial Business Response / [redacted] (1000, 9, 2016/08/04) */ Contact Name and Title: [redacted] GSM Contact Phone: XXXXXXXXXX Contact Email: ***@bendavischevrolet.com The vehicle purchased by our customer was fully inspected and serviced prior to the dealership offering it for saleIt is our standard of doing business to mechanically inspect every vehicleEvery vehicle inspection includes a multi-point vehicle inspection as well as a lube, oil, & filter (LOF)This is standard operating procedure as a part of our vehicle intake processOn this particular vehicle we spent [redacted] in mechanical repairs to get the vehicle ready for retail offeringWe see absolutely no value in selling vehicles that are bad, or not in proper mechanical conditionHowever it is not uncommon for a used vehicle to have mechanical failure or breakdownThis is the reason many customers choose to buy new vehiclesThere is a certain degree of risk-responsibility assumed by consumers purchasing early-model high mileage vehiclesThis same risk assessment is why manufacturers choose not to warranty vehicles in this age and mileage rangeAs a dealership we understand the position of both the consumer and the manufacturer, so we have a solution for filling that gap in riskWe offer vehicle service contracts to help protect the investment of our guestsSome choose to take advantage of this protection, some choose not toIn this case our guest made a decision to "self insure" herself against mechanical failure or breakdownShe declined the vehicle service contractWe took every precaution we could to best serve our guestWe inspected the vehicle, we offered a vehicle service contract, and we agreed there was nothing more promised or owed to the customer beyond those agreements (see reverse side of buyers order)Our service department was willing to offer a discounted labor rate on the replacement of the motor in the vehicle, and also advised that the "aftermarket" or non-OEM style catalytic converter installed after the purchase of the vehicle could cause future engine failureOur used vehicle department was also willing to offer a goodwill adjustment of [redacted] Both offerings were declined by the consumerShe stated she could get the repairs completed cheaper elsewhereWe see value in completing the repairs with OEM parts, and brand specific trained mechanicsThis sometimes comes at a premium that is not cheap, but ensures the job is performed by the right people and with the right replacement partsGeneral Motors holds us accountable to a high standard, and we out perform their requirements in every departmentThis is unfortunate, and we wish this was not happeningUnfortunately we cannot justify assuming financial responsibility for the repairs on this vehicle Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ben Davis states "The vehicle purchased by our customer was fully inspected and serviced prior to the dealership offering it for sale." They have no documentation, to support the oil was changed as statedThere was no sticker in the window for that serviceI looked up the repairs, included in the [redacted] they replaced the "Brain module"Ben Davis welling knew the car was in poor conditionThey should except financial responsibility for the repairs on this vehicle Final Business Response / [redacted] (4000, 15, 2016/09/01) */ ***Document Attached [redacted] I have attached the multi-point vehicle inspection sheet to this responseAs stated previously, our service department executes a Lube, Oil, & Filter (LOF) with every pre owned vehicle inspectionThis is standard operating procedureIt is a part of our vehicle inspection process internallyOn page of the inspection sheet you will find the notes on the techs findings
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Contact Name and Title: Brent ***, Pres Contact Phone: XXX-XXX-XXXX Contact Email: ***@bendavischevrolet.com As of today, the products that they purchased that are eligible for cancellation have been cancelled and the checks sent to their lenderWe apologize for the delay and will review our policy so this does not happen againIf you have any further questions, please give us a call, thank you for being patient and thanks for the business OFFER:
Initial Business Response /* (1000, 6, 2017/10/23) */
Contact Name and Title: Joshua *** GSM
Contact Phone: XXXXXXXXXX
Contact Email: ***@bendavisonline.com
I spoke with Mr*** this morningWe both agreed that the tires on the car at the time of purchase met safety standardsHowever,
he wishes that the tires would have been new or had more treadHe has already purchased new tires from a 3rd partyMy suggestion was that he forward me the receipts for the new tires and I would reimburse him 50% of the cost he incurredHe agrees that was reasonable resolutionOnce I receive the receipts I will send him a check for the 50% we agreed uponMr*** was pleasant and patient in working towards resolution
Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: Brent [redacted], Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@bendavischevrolet.com
As of today, the products that they purchased that are eligible for cancellation have been cancelled and the checks sent to their...
lender. We apologize for the delay and will review our policy so this does not happen again. If you have any further questions, please give us a call, thank you for being patient and thanks for the business.
OFFER:
Initial Business Response /* (1000, 5, 2015/12/29) */
Contact Name and Title: Josh General Sales Manage
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bendavischevrolet.com
In Response to our customer's complaint. Every used vehicle we sell goes through a complete mechanical & safety inspection....
We do our best to make sure the cars we are selling are in good mechanical condition. We absolutely make sure every car we sell passes a safety inspection. I will say that in an organization our size with many moving parts and many employees, we miss things and make mistakes. Our commitment as a management team is to rectify those mistakes when they occur. It is especially challenging when it comes to vehicles that are 9 years old with over 100,000 miles to deliver on this promise. In regard to the hose breaking, that is an issue you cannot predict or anticipate. When it breaks, it breaks. In response to the vibration, we diagnosed it as a flex pipe in the exhaust system,($570) which we fixed at no charge to the customer (not a safety issue). The dealership assumed all financial obligation in regards to this repair. The customer contacted me after the repair work was done and expressed discontent with the situation. From this point I had the customer bring the car to the dealership where we had a 2nd mechanic inspect the wheel bearings. Their findings were that one of the bearings was making noise, but was safe. To meet the expectations of the customer I made a decision to have the service department remove and replace both front wheel bears and a worn CV boot($850), at no charge to the customer. The dealership assumed all financial obligation in regards to this repair. Our goal and intention is to sell good vehicles at a good price. We have maintained as an honest and straightforward company since 1982, and could not have done so if we were dishonest and not reliable. I feel as if we took all of the appropriate measures needed to completely satisfy our customer.
Kind Regards,
Josh [redacted]
General Sales Manager
260.610.9977
[redacted]@bendavischevrolet.com
OFFER:
We have already completed repairs and addressed the consumers concerns.
Initial Business Response /* (1000, 9, 2016/08/04) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bendavischevrolet.com
The vehicle purchased by our customer was fully inspected and serviced prior to the dealership offering it for sale. It is our...
standard of doing business to mechanically inspect every vehicle. Every vehicle inspection includes a multi-point vehicle inspection as well as a lube, oil, & filter (LOF). This is standard operating procedure as a part of our vehicle intake process. On this particular vehicle we spent [redacted] in mechanical repairs to get the vehicle ready for retail offering. We see absolutely no value in selling vehicles that are bad, or not in proper mechanical condition. However it is not uncommon for a used vehicle to have mechanical failure or breakdown. This is the reason many customers choose to buy new vehicles. There is a certain degree of risk-responsibility assumed by consumers purchasing early-model high mileage vehicles. This same risk assessment is why manufacturers choose not to warranty vehicles in this age and mileage range. As a dealership we understand the position of both the consumer and the manufacturer, so we have a solution for filling that gap in risk. We offer vehicle service contracts to help protect the investment of our guests. Some choose to take advantage of this protection, some choose not to. In this case our guest made a decision to "self insure" herself against mechanical failure or breakdown. She declined the vehicle service contract. We took every precaution we could to best serve our guest. We inspected the vehicle, we offered a vehicle service contract, and we agreed there was nothing more promised or owed to the customer beyond those agreements (see reverse side of buyers order). Our service department was willing to offer a discounted labor rate on the replacement of the motor in the vehicle, and also advised that the "aftermarket" or non-OEM style catalytic converter installed after the purchase of the vehicle could cause future engine failure. Our used vehicle department was also willing to offer a goodwill adjustment of [redacted] Both offerings were declined by the consumer. She stated she could get the repairs completed cheaper elsewhere. We see value in completing the repairs with OEM parts, and brand specific trained mechanics. This sometimes comes at a premium that is not cheap, but ensures the job is performed by the right people and with the right replacement parts. General Motors holds us accountable to a high standard, and we out perform their requirements in every department. This is unfortunate, and we wish this was not happening. Unfortunately we cannot justify assuming financial responsibility for the repairs on this vehicle.
Initial Consumer Rebuttal /* (3000, 11, 2016/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ben Davis states "The vehicle purchased by our customer was fully inspected and serviced prior to the dealership offering it for sale." They have no documentation, to support the oil was changed as stated. There was no sticker in the window for that service. I looked up the repairs, included in the [redacted] they replaced the "Brain module". Ben Davis welling knew the car was in poor condition. They should except financial responsibility for the repairs on this vehicle.
Final Business Response /* (4000, 15, 2016/09/01) */
[redacted]Document Attached[redacted]
I have attached the multi-point vehicle inspection sheet to this response. As stated previously, our service department executes a Lube, Oil, & Filter (LOF) with every pre owned vehicle inspection. This is standard operating procedure. It is a part of our vehicle inspection process internally. On page 2 of the inspection sheet you will find the notes on the techs findings.
Initial Business Response /* (1000, 5, 2016/03/29) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@bendavischevrolet.com
I apologize for any delay in communication or delivery of promise on behalf of our dealership. We do not intend to allow things...
to fall through the cracks. However we do service thousands of customers annually and rely heavily on computer systems and humans to process requests. From time to time we fall short. Our commitment is not to promise perfection, but to promise resolution when mistakes or miscues happen. In checking phone records, [redacted] your sales consultant has contacted you 5 times since the day you took delivery of the vehicle, the average duration of each call was 1 minute 23 seconds, typically the length of time it takes to leave a voice message. Our parts department claimed to have shipped the extra key to your home address directly. I tried to call, text, and email you today to confirm that you received the package from our parts department. From the information available to us, you should have the key in your possession. If this is not accurate, please contact me directly to rectify this issue. Again, we apologize, we are not perfect, but we are honest and deliver on all promises to our guests.
[redacted]
General Sales Manager
[redacted]
[redacted]@bendavischevrolet.com