Initial Business Response /* (1000, 5, 2016/05/19) */
On the evening of May 2, Mrs *** dropped off her GMC Acadia with nearly XXXXX miles to have recalls completed and a synthetic oil change done and tire rotationWe began the work her vehicle on May 3rdWe completed the two
recalls and the oil change and rotation and as always we perform a complimentary visual inspection of the vehicle and its systemsMrs *** also requested we look into her power steering fluid as the wheel made noise when turnedWe completed this inspection free of charge as well
We advised Mrs *** of our findings of her power steering system: our GM World CLass Master technician discovered that her steering rack was leaking and was in need of replacingThis component operates the power steering but also stabilizes the steering components to the vehicle, hence a safety concern when it is compromised
Our complimentary inspections do not require us to disassemble any parts to vehicles, as they are merely visualPerfoming a tire rotation does not require us to touch any part of her braking systemAnd our technician performing the job has been in our employ for years and he knows if he were to accidentally damage someones vehicle that he needs to inform our service managerThese things happen from time to time and our techs own up to it , because they know if they own up to it they will keep their jobIf they don't and it is proven that they covered something up then they likely will lose their jobMrs *** claims we damaged her ABS Sensor, which would cost *** to repairThat's right *** yeah we would have owned up to that and fixed it if we had broken it
Mrs *** declined the repairs to her steering rack and took her vehicle home*** our sevice advisor spoke with Mrs ***'s husband shortly after they complained and offered for them to return the vehicle so we could look it over and evaluate their claimThey did not take us up on our offerWe called back the next day to see if they had changed their mindno answer and we left a messageThen all of a sudden we get slammed on social media for this nonsenseThey decided to bring it elsewhere..their prerogativeHowever I do not and will not reimburse any customer who makes these claims or complaints and does not allow us to make good on themWe have seen no video footage and have never looked at the vehicle again to determine the complaintUnfortunately we cannot offer them any relief in this matter
Initial Consumer Rebuttal /* (3000, 7, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** did ask me to bring the vehicle back, however, why would I bring my vehicle back to someplace that did this to my car (accident or not) I did not (and do not) have trust in this service departmentI not only took video of the noise as I was only a mile down the road from this dealershipBut I also took it to two different shops so that I could get two different estimates as to what was wrong...so that the dealership couldn't say one was making something upThere was absolutely nothing wrong with my brakes when I took my car herewhen I left everything was wrongSo something was done, whether it was intentional or unintentional I don't know....but I shouldn't have to pay for something like that out of my pocketI won't be back and I will continue this Revdex.com complain t and have already contacted GMC headquartersI spent 3/of my husbands disability check (he was combat wounded in Iraq) to fix my car after it left your shopI personally think I was taken advantage of because I am a woman and my husband is disabled so you thought I"d bring my car right back to you to fixwell it won't happen, ever again
Initial Business Response /* (1000, 5, 2015/05/19) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@paulsurbuick.com
Quite frankly the most absurd complaint I have heard in 25 years. Perhaps Mr [redacted] ought to start with the individual who sold him this jalopy....
If the blown head gasket was this noticeable or pronounced I'm quite certain this previous owner would known that...Not to mention the vehicle is 20 years old and has over 100k miles on it. I am certain if the head gasket was leaking upon our inspection it would have been seen...the fact of the matter is that on a 20 year old vehicle a head gasket can blow at any moment due to the age of the vehicle....we call these vehicles jalopies for a reason...buyer beware....we did not sell him this vehicle nor did we vouch for its log term mechanical durability...My next question is why didn't the other shops that Mr [redacted] employed to fix his vehicle that he paid them to fix his vehicle catch this????? They actually tore the vehicle apart and worked on it...why didn't they catch it? We obviously will do nothing In regards to assisting in this matter....he needs to take this up with the seller or the shop in which he had the repairs made...
OFFER:
nothing
Initial Business Response /* (1000, 5, 2016/05/19) */
On the evening of May 2, Mrs *** dropped off her GMC Acadia with nearly XXXXX miles to have recalls completed and a synthetic oil change done and tire rotationWe began the work her vehicle on May 3rdWe completed the two
recalls and the oil change and rotation and as always we perform a complimentary visual inspection of the vehicle and its systemsMrs *** also requested we look into her power steering fluid as the wheel made noise when turnedWe completed this inspection free of charge as well
We advised Mrs *** of our findings of her power steering system: our GM World CLass Master technician discovered that her steering rack was leaking and was in need of replacingThis component operates the power steering but also stabilizes the steering components to the vehicle, hence a safety concern when it is compromised
Our complimentary inspections do not require us to disassemble any parts to vehicles, as they are merely visualPerfoming a tire rotation does not require us to touch any part of her braking systemAnd our technician performing the job has been in our employ for years and he knows if he were to accidentally damage someones vehicle that he needs to inform our service managerThese things happen from time to time and our techs own up to it , because they know if they own up to it they will keep their jobIf they don't and it is proven that they covered something up then they likely will lose their jobMrs *** claims we damaged her ABS Sensor, which would cost *** to repairThat's right *** yeah we would have owned up to that and fixed it if we had broken it
Mrs *** declined the repairs to her steering rack and took her vehicle home*** our sevice advisor spoke with Mrs ***'s husband shortly after they complained and offered for them to return the vehicle so we could look it over and evaluate their claimThey did not take us up on our offerWe called back the next day to see if they had changed their mindno answer and we left a messageThen all of a sudden we get slammed on social media for this nonsenseThey decided to bring it elsewhere..their prerogativeHowever I do not and will not reimburse any customer who makes these claims or complaints and does not allow us to make good on themWe have seen no video footage and have never looked at the vehicle again to determine the complaintUnfortunately we cannot offer them any relief in this matter
Initial Consumer Rebuttal /* (3000, 7, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** did ask me to bring the vehicle back, however, why would I bring my vehicle back to someplace that did this to my car (accident or not) I did not (and do not) have trust in this service departmentI not only took video of the noise as I was only a mile down the road from this dealershipBut I also took it to two different shops so that I could get two different estimates as to what was wrong...so that the dealership couldn't say one was making something upThere was absolutely nothing wrong with my brakes when I took my car herewhen I left everything was wrongSo something was done, whether it was intentional or unintentional I don't know....but I shouldn't have to pay for something like that out of my pocketI won't be back and I will continue this Revdex.com complain t and have already contacted GMC headquartersI spent 3/of my husbands disability check (he was combat wounded in Iraq) to fix my car after it left your shopI personally think I was taken advantage of because I am a woman and my husband is disabled so you thought I"d bring my car right back to you to fixwell it won't happen, ever again
Initial Business Response /* (1000, 5, 2015/05/19) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@paulsurbuick.com
Quite frankly the most absurd complaint I have heard in 25 years. Perhaps Mr [redacted] ought to start with the individual who sold him this jalopy....
If the blown head gasket was this noticeable or pronounced I'm quite certain this previous owner would known that...Not to mention the vehicle is 20 years old and has over 100k miles on it. I am certain if the head gasket was leaking upon our inspection it would have been seen...the fact of the matter is that on a 20 year old vehicle a head gasket can blow at any moment due to the age of the vehicle....we call these vehicles jalopies for a reason...buyer beware....we did not sell him this vehicle nor did we vouch for its log term mechanical durability...My next question is why didn't the other shops that Mr [redacted] employed to fix his vehicle that he paid them to fix his vehicle catch this????? They actually tore the vehicle apart and worked on it...why didn't they catch it? We obviously will do nothing In regards to assisting in this matter....he needs to take this up with the seller or the shop in which he had the repairs made...
OFFER:
nothing