Integro

TO: Whom It May Concern RE: Response to Mrs [redacted] 's claim against DeVoe Chevrolet (case ID [redacted] ) Mrs [redacted] was authorized to make repair decisions on behalf of her son, [redacted] , and his Chevrolet TrailblazerThe vehicle was dropped off for an oil change, tires, and an alignment plus whatever else it needs(See attached) We pulled the vehicle in to complete the necessary repairs and to perform the multi point vehicle inspection the customer had requested, While the vehicle was in the facility, our technician noticed that the axle on the left front was badWe contacted Mrs [redacted] to inform her of the repair costs associated with the axle as well as the other repairs already authorized when the appointment was madeShe authorized the repairs and Keith (Service Advisor) informed her that the part wouldn't be in until that afternoon or Tuesday morning because we had to get the part from our distribution center in IndianapolisShe authorized the repair · Monday afternoon, the part came in and our technician pulled the vehicle in to complete the axle replacement, as our policy is to complete repairs and return the customers' vehicle as quickly as possibleWhile he was setting the lift he noticed a noise from under the hoodHe inspected the noise and found that the water pump pulley was going badSince the water pump breaking could cause a mechanical breakdown, Keith made a second call to Mrs [redacted] She did not answer the phone so a message was left on her voicemail asking for a call backSince we had authorization to complete the axle replacement, we completed that repairThe vehicle repairs (less the water pwnp and associated parts) were completed as authorized and the vehicle was parked outside pending any further work until authorization was obtained by Mrs [redacted] Mrs [redacted] called back two and a half hours later and Keith discussed the additional findingsAt that point, Mrs [redacted] said to wait on further repairsAgain, she had already authorized the axle and that was completed prior to her calling backBelow is a timeline of the events: 6/11- ThevehiclewasdroppedoffafterhoursatDeVoe6/7:29am RO [redacted] writtenandgiventotechnicianforservice5/9:14am ThetechniciansubmittedROtopartsdepartmenttopricetiresandax.leWefoundaremanufactu...⇄ axlethatwas$381.22lessthanabrandnew onethroughGM6/9:27am Our advisorcontactedMrs[redacted] withquoteonthetires,aiignment,Qi!change,andaxle.Mrs[redacted] answeredandapprovedallwork.Keith informedMrs[redacted] thatwewouldhavetowaituntilMondayafternoon orTuesdaymorningtogettheaxleandcompletetherepair6/9:45am Theaxleorderedfromdistributioncenter6/1:16pm AxlewasreceivedfromwarehouseandRO [redacted] dispatchedbackto technician6/1:40pm The technician pulled vehicle back into garage to replace the axle and heard a noise from the engine compartment6/1:47pm The technician gave parts department RO for an estimate and availability of a water pump6/2:Ipm Our advisor contacted Mrs [redacted] and left a message seeking approval on the water pumpTechnician resumed work on replacing the axle6/4:05pm Technician completed the repairs and submitted RO [redacted] to Keith and parked the Trailblazer outside6/4:37pm Mrs [redacted] called Keith backKeith infom1ed Mrs [redacted] that MrTelfer's Trailblazer needed a water pumpMrs [redacted] said not to do anything else until she called back6/12:10pm Mrs [redacted] contacted Keith and told him not to do anything else to itKeith completed RO [redacted] and submitted it to the office6/12:37pm Mrs [redacted] paid for the vehicle over the phone6/12:45pm RO [redacted] closed DeVoe Chevrolet provided a transparent transaction to Mrs [redacted] After receiving authorization, we completed the repairs on the Trailblazer as requestedWe continue to strive towards customer satisfaction in every way possible including reducing the wait time on repairsWe understand that vehicle maintenance is sometimes burdensome and do our best to minimize that burden as much as possiblewhile Mrs [redacted] 's dissatisfaction is upsetting to us, we feel that we acted in a professional manner to complete the authorized repairs in a timely and transparent mannerScott R DeVoe \ President DeVoe Cevrolet Marshall A F [redacted] Service Manager DeVoe Chevrolet