Jeff Schmitt Chevrolet East

Complaint: [redacted] I am rejecting this response because: Matson's response is inadequate and fails to reimburse me for having to ship items that are normally attached and installed in the vehicle. 1.  In my last response, I did not state the shipment was a military shipment.  I stated that the items that are normally attached to the vehicle (e.g., floor mats, antenna, spare tire kit) were placed in a box and labelled as such with complete clarity similar to the prcoedure used for a military shipment.  Matson was told this method was done in order to ensure the items were not stolen en route. 2. All other items were comprehensibly removed.  Had Matson taken the time to see what was in the box, then this could have easily avoided (including discarding the box).  Matson tries to claim that they do not ship vehicles with "boxes of items" in them.  Of course.  However, I have shipped vehicles with Matson on at least four occasions using this procedure without this issue. 3. The bottom line is that Matson failed to understand how I had placed the factory vehicle items together in the back of the vehicle (e.g., floor mats, antenna, spare tire kit) in a manner to protect Matson and me from theft.  Matson simply failed to do the right thing and ship the factory items in the vehicle and now, Matson is trying to obfuscate responsibility using their policy, which was followed to the letter by me. Sincerely, [redacted]. PE, PhD[redacted]US Navy

We sincerely apologize for the difficulties you have had with this shipment.  This shipment was not a military shipment and therefore subject to our standard terms and conditions.  Matson’s policy is to accept vehicles with normally attached items (floor mats, antenna, spare tire kit) installed in/on the vehicle.  All other items that are not installed on/in the vehicle must be removed.  We do not ship any vehicles with boxes of items in them.  I apologize that we could not be of further assistance.

At the time Mr. [redacted] delivered his [redacted] to
Matson in Seattle, a receiving survey was completed that noted all damages on
the vehicle at the time of delivery.  The
survey noted pre-existing damage to the left doors.  Mr. [redacted] reviewed the survey and...

signed
it.  Matson denied that portion of Mr.
[redacted]’s claim but honored his claim for a chip on the vehicle’s fender,
resulting in a reduction of his claim from $2,942.06 to $762.73.  Similarly, the receiving survey for the [redacted] noted pre-existing damages to the front bumper.  Again, Mr. [redacted] reviewed the survey and
signed it.  Accordingly, Matson paid 50%
of the claim for bumper damage, thereby reducing the claim from $2,910.73 to
$1,953.81. 
 
Therefore, Matson must continue to deny the portion of the claim for pre-existing
damage.

Initial Business Response /* (1000, 5, 2016/09/21) */
[redacted] our service manager spoke with [redacted] and apologized for the confusion. We are mailing out a cheque to the customer for the difference of [redacted] dollars and have offered his next oil change at a 50% price reduction. He has stated that...

he is happy with this and we hope this closes this case.

We take all of our client feedback very seriously.  [redacted] our Financial services manager completed the paper work at the time of purchase May 31, 2014 with [redacted].  [redacted] called Mr [redacted] Dec 6, 2017 and   reviewed the paper work in detail. ...

 Mr [redacted] agreed that this is the coverage that he had purchased at the time of delivery and is  now fine since he has received a clear explanation of the coverage and he has reviewed the warranty coverage in detail  with [redacted] again   The [redacted]  warranty is covering a $1100 interior repair at this time. I have attached a copy of the warranty.  We apologized for any confusion at the service desk with the coverage.  At this time we feel the case is closed.  We appreciate Mr [redacted]'s business and we look forward to helping Mr [redacted] maintain his vehicle in the future.

Thank you for your quick response. We would like a full refund.

Complaint: [redacted]
I am rejecting this response because: Awaiting payment for the shipping charges.My mailing address is:P.O. Box 31269Honolulu, HI 96820 I have also attached the shipping invoice so that Matson can verify the avoidable costs I incurred.
Sincerely,
[redacted]

Complaint: 12041654
I am rejecting this response because: Matson is sneaky when they say they "require" a signature to waiver the survey form. Their version of "require" means a tiny initial next to those words. You can tell my initial wasn't understood because I questioned the longshoreman about going over present condition and taking pictures.  They told me everything is okay, just park your car there. When I said those words he should have said,"You've already waived your survey." Then I would have said, "No I haven't." Then I would have corrected my first response and demanded a survey be completed and we wouldn't be in this predicament. They teach their employees to be sneaky, dishonest and deceptive. I did take my own pictures of my vehicle before it was shipped and have that as proof. They have you rush through the paperwork so that you "forget" about it being surveyed. I ask that they pay for all the damages, change their form to have a signature as a waiver to the survey form and vow to be honest with their customers.
Sincerely,
[redacted]

Thank you for providing your address.  We will send out your check shortly.

Complaint: 11081608
I am rejecting this response because:
Matson company modified the original quote by changing the estimated date of arrival. Original quote from the broker is Jan. 11, 2016. When I dropped it off, your company changed it to Jan. 5, 2016. Of course, all my plans have changed. I extended my rental car ( extra cost) and it was such an inconvenience. The premium service that you are talking about was never mentioned. This whole transaction would have been okay I you followed the original quote that was given by the broker. But what did Matson do, it was modified and changed to an earlier date. It would have been easier to accept and settle this complaint if other circumstances that we have no control of like weather had affected the shipment. But if you turn around and say that the shipment is now on a later date because of the holidays, you could have planned better before you write down an estimated date of arrival. Why can't you take responsibility of your mistake? It was a mistake on your part by changing the original "estimated date of arrival"! Original date given by the broker was Jan. 11, 2016. You changed it to Jan 5,2016 and you failed to meet your deadline. That's the bottom line, Matson!
Sincerely,
[redacted]

Initial Business Response /* (1000, 12, 2015/08/06) */
We were able to come to a resolution with [redacted]. We have refunded her for the full amount.

[redacted] 
[redacted]
[redacted]
[redacted]Thanks for getting back to me. Kristi at Matson...

went over claim and damage with me today and will be sending payment for damage today .I believe all in all it was a miscommunication on both parts but am quite happy that they are paying for damages to my [redacted].. Thanks again you have been on it with this complaint and we as a military family appreciate it .Thanks again ''[redacted]