Revdex.com Case # *** - Gillman
Chevrolet, Buick, GMC
To whom it may concern:
Regarding Mr*** and his
***; the visit by Mr*** was mishandled by our Service Advisor Ernie
J***. I apologize for the delay in
getting Mr***’s ***o diagnosed.
Ernie did not
adequately review Mr***’s service records and thus
failed to realize we were performing an oil consumption test. Because he changed the oil, the oil
consumption test had to be restarted.
Our Service Manager, Bracy W*** is now aware of this issue and will be
happy to work with Mr*** going forward
Initially, Mr*** was dealing with our
Advisor Mike which for privacy reasons I will withhold his last name. Mike is no longer employed by Gillman for
failing to meet our expectations as to customer handling. Mike and Mr*** have a case number with **
and *** is aware that an oil consumption test is being performed. With
regard to the oil consumption test, this particular test requires visits and 2,
miles of driving. Unfortunately, we will
again need Mr*** to come in at 1,miles of driving to check his oil
level. Mr*** will have to come back
after an additional 1,miles of driving to check the level and complete the
test. ** considers that up to one quart
of oil usage is per 1,miles.
If it is found that the oil consumption is over one quart per 1,
miles of driving, the dealership will have to contact ** Tech Line to get
instructions as to what direction the repairs will take. At this point, it is my understanding that
Mr*** has not completed the 2,miles of driving needed to diagnose his
concern.
With regard to the yellow check
engine light that came on, proper *** warranty procedure was followed on
both visits. On the first visit the
“code” in the control module was retrieved and a reset process was
followed. Unfortunately, the problem reappeared
and the misfire code showed an intermittent faulty situation with one of Mr
***’s spark plugs. The spark plug was replaced
and we are going forward, not having heard from Mr***, that this has indeed
solved the problem. It is highly
unlikely that the oil consumption and the intermittent misfire condition are
related to each other.
All involved personnel have been
advised of this situation and the processes that were not properly followed
were reviewed with each employee. I
again apologize for the need to restart the oil consumption test. Mr***’s business is and will remain
important to Gillman Chevrolet Buick GMC
Sincerely
Scott D***
VP/Managing Partner
Gillman Chevrolet Buick GMC
Revdex.com:
This letter is to inform you that Gillman Chevrolet, Buick, GMC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/21/2014 4:33:05 PM and assigned ID [redacted]
Regards,
Revdex.com Case # *** - Gillman
Chevrolet, Buick, GMC
To whom it may concern:
Regarding Mr*** and his
***; the visit by Mr*** was mishandled by our Service Advisor Ernie
J***. I apologize for the delay in
getting Mr***’s ***o diagnosed.
Ernie did not
adequately review Mr***’s service records and thus
failed to realize we were performing an oil consumption test. Because he changed the oil, the oil
consumption test had to be restarted.
Our Service Manager, Bracy W*** is now aware of this issue and will be
happy to work with Mr*** going forward
Initially, Mr*** was dealing with our
Advisor Mike which for privacy reasons I will withhold his last name. Mike is no longer employed by Gillman for
failing to meet our expectations as to customer handling. Mike and Mr*** have a case number with **
and *** is aware that an oil consumption test is being performed. With
regard to the oil consumption test, this particular test requires visits and 2,
miles of driving. Unfortunately, we will
again need Mr*** to come in at 1,miles of driving to check his oil
level. Mr*** will have to come back
after an additional 1,miles of driving to check the level and complete the
test. ** considers that up to one quart
of oil usage is per 1,miles.
If it is found that the oil consumption is over one quart per 1,
miles of driving, the dealership will have to contact ** Tech Line to get
instructions as to what direction the repairs will take. At this point, it is my understanding that
Mr*** has not completed the 2,miles of driving needed to diagnose his
concern.
With regard to the yellow check
engine light that came on, proper *** warranty procedure was followed on
both visits. On the first visit the
“code” in the control module was retrieved and a reset process was
followed. Unfortunately, the problem reappeared
and the misfire code showed an intermittent faulty situation with one of Mr
***’s spark plugs. The spark plug was replaced
and we are going forward, not having heard from Mr***, that this has indeed
solved the problem. It is highly
unlikely that the oil consumption and the intermittent misfire condition are
related to each other.
All involved personnel have been
advised of this situation and the processes that were not properly followed
were reviewed with each employee. I
again apologize for the need to restart the oil consumption test. Mr***’s business is and will remain
important to Gillman Chevrolet Buick GMC
Sincerely
Scott D***
VP/Managing Partner
Gillman Chevrolet Buick GMC
Revdex.com:
This letter is to inform you that Gillman Chevrolet, Buick, GMC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/21/2014 4:33:05 PM and assigned ID [redacted]
Regards,