Thank you again for the opportunity to respond to Mr [redacted] After reviewing his current response, we have looked again at all supporting documentation to ensure accuracy Although we are uncertain to Mr [redacted] ’s mention of the hitch for a bike rack, we did have understanding of the vehicle usage to tow a smaller trailer Therefore, we are again offering to pay for half of the cost of the additional parts and labor to install the transmission cooler and UBEC (additional electric wiring) as a goodwill gesture and middle point for both parties The total cost would be $647.87+ taxIf acceptable, the customer can have these items installed at their earliest convenienceThank you for your assistance
[redacted] brought his Silverado into our dealership on 6/for a routine oil change and tire rotationThe customer then took his truck and went on his way home; shortly after leaving he called the dealership to inform us the truck had stopped operatingWe sent a tow truck to pick it up and bring it back to the dealershipIt was then examined by a senior technician, noting quarts of oil was in the truckThe technician inspected the truck for further damage to the engine and the turboAdditional oil was added to the vehicle it started up with no abnoises or hesitationWe ran the vehicle for five hours monitoring oil pressure and turbo boost, the tech test drove the vehicle and found no problems with the truck the mileage at the time was 7,Attached is the RO for the work that was performedWe apologized to Mr [redacted] for the lack of quality control and for not putting oil back into his truckHe was provided a courtesy vehicle throughout the first month of our communication with him after the initial incidentDustin H [redacted] our Service Director and Jeff S [redacted] our General Manager met with Mr [redacted] in the store on 6/29/17, offering him numerous remedies including: · A lifetime warranty on the engine if failure was related to the low oil level incident, he declined· Offered to replace the turbo; he declined· Discussed trading in vehicle for a new Duramax requiring additional out of pocket expenses for a year newer model; he declined· Discussed the purchase of a Duramax for less out of pocket; he declinedHe stated he would like a new truck with zero money out of pocket· GM Business Resource center offered to inspect/repair the vehicle if it is having additional concerns and month payment reimbursement; he declinedOn 7/5/Mr [redacted] filed a case with the Revdex.com Detroit in conjunction with General Motors and their BRC Mediation LiaisonDocumentation was provided to those parties and offers we made, all of which were declined On 8/10/the case with GM CAC and the Revdex.com in Detroit was closed, due to the unreasonable customer expectationsOn 7/21/Mr [redacted] returned the courtesy vehicle and transported his vehicle to another local dealershipLooking at the factory’s vehicle history no additional repairs have been made on the vehicle which has been resoldThe vehicles service history is attachedAt this time, we have offered him many adequate solutions to try and ease customers concern on continued performance of vehicle to which customer declined all effortsWe have come to an impasse every time with the customer Now the customer is not in possession of the truck so our offers are now void
Thank you for the opportunity to respond to Ms***’s concerns regarding her recentservice visit to our dealershipAlthough we do our best to try and estimate the time and extent of mostservices, much is dependent on the previous maintenance and occasionally we runinto unforeseen issues.When Ms [redacted] brought her Volkswagen Jetta in to have the rotors and brake pads replaced,unfortunately the rear brakes had been metal to metal for some time This lack of maintenance had left the leftrear caliper piston over extended and could not be screwed back into thecaliperIt was so far extended that the tool used attempting to put it back inbrokeThe caliper had to be replaced along with the brake lineUnfortunately,the brake line snapped because it was extremely brittleBoth of thesesituations were due to lack of standard brake maintenance The car had been driven long past the timethe brakes were safe and we wanted to ensure the brakes were properly repairedbefore being released back to the customer.The length of time to repair the vehicle was due in part to a misunderstanding between Ms[redacted] and her brother as to who would pick up the parts for the repairWeended up picking up the parts as a courtesy for her and to expedite the repair.We are willing to offer Ms [redacted] a refund for the brake line as a goodwill gesture.The cost of the brake line was $Thank you for your assistance
This letter is in response to case # [redacted] We are aware that Mr [redacted] returned twice to have his rear defroster repairedFollowing the 2nd repair the technician tested the electrical current through the affected area, and confirmed it tested operationalThe battery failure was diagnosed as a dead cell that caused the battery to not hold a charge, this was deemed as wear, and wasn’t related to Mr [redacted] ’s accidentWe gave Mr [redacted] the option to replace the battery, which he declinedUntil the notice from the Revdex.com we were unaware of any continuing issuesWe feel that we were more than accommodating to Mr [redacted] , providing him transportation free of charge during the entire duration of his repair, providing him a gift certificate for $ [redacted] good for any dealership services, and absorbing a $ [redacted] betterment
Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding his recent purchase at Jerry Seiner We have reviewed all documentation regarding the customer’s vehicle purchase as well as spoken to the employees involved in the transaction In discussing the vehicle usage and needs with the customer prior to the purchase being finalized, the sales manager’s understanding from the customer was that the vehicle would be towing an approximately pound tent trailer Therefore, the additional items added to the purchase contract and vehicle pricing was just for the trailer hitch, not a transmission cooler or additional wiring When the customer came into the service department on October 26th to have the optional items purchased within the financial contract (We Owe-Attached) performed he inquired about a wiring harness and the transmission coolerThe Service Advisor informed Mr [redacted] that the only items specified from the vehicle purchase were the trailer hitch and rear wiper He then had the trailer hitch and rear wiper replaced as well as concerns about the seat heaters addressed As a goodwill offer, the dealership also installed the hardware for the trailer wiring harness plug on this visit as well as provided the customer a vehicle to drive while his was being serviced( Repair Order-Attached) All contractual obligations under the vehicle purchase have been fulfilled However, the customer’s request for the installation of additional electric wiring and a transmission cooler for towing would be an additional expense The parts and labor to install the transmission cooler and UBEC (additional electric wiring) will cost $647.87+ tax The dealership is offering to split the cost of those items with the customer as a goodwill gesture If acceptable, the customer can have these items installed at their earliest convenience Thank you for your assistance
The dealership, in good faith, has tried to resolve Mr [redacted] 's concerns regarding his vehicle many timesTo clarify, Mr [redacted] wanted a lifetime warranty on the entire truck which in the initial meeting we could not offerWe did offer a lifetime warranty on the engine and transmission In the discussion, as Mr [redacted] kept bring up the Turbo, MrH [redacted] said, “what if we replace the turbo, would that work for you?” Mr [redacted] was not receptive to accepting any offer other than an entirely new truck with no money out of pocket He did accept that some depreciation could be considered for the time and mileage on the truck from the time he purchased it, but we didn’t settle on what that would be exactly In short, we offered to warranty the engine knowing we had it tested and could find no problems with the engine’s performanceMr [redacted] stayed true to his feeling that the truck was damaged and therefore wanted it replaced with a new oneMr [redacted] traded the truck to another dealer who has subsequently sold the truck According to the information, from General Motors on the VIN number, the vehicle was taken to Texas and with almost 12,miles on it and was serviced with routine maintenance, with no indication of problems in the General Motor System We maintain that vehicle had not sustained irreparable damage and could have served Mr [redacted] well for several years and offered to stand behind that with a lifetime warranty on the engine This was unacceptable to Mr [redacted] and his fear of unforeseeable damage led him to trade the truck The depreciation on the truck and his perceived loss could have been avoided had he accepted our offer and kept the truck Our claim, that the engine had not sustained irreparable damage, is supported by the vehicle history available from General Motors system, showing the vehicle being serviced and driven now by another party without issue We are not prepared to offer anything additional since our offers and the offers of General Motors were all rejected
Case#: [redacted] Sentto Business on: 04/06/This letter is in response toCase# [redacted] by [redacted] ***October 2014- Mr [redacted] took delivery of his newtruckUpon delivery he noticed that the clear bra was peelingWe remove andreplace the clear bra with a new one at no charge to himAt that time hementioned that the driver’s side seat would click when adjusting the position.We repaired this under GM WarrantyNovember 2014- In November Mr [redacted] came in noting that the driver’s side seat rattled andthe window rattledBoth of these problems we fixed under GM WarrantyDuring this visit Mr***special ordered some accessories for his truckFebruary 27, - The special ordered accessories arrived and we installed these forMr***Two days later, Mr [redacted] returned with a complaint that the moldingwas crooked and there were some scratches on the door from installationHealso noted that the truck was riding rough due to the leveling kit weinstalledWe initially tried to buffout the scratches, but determined that the doors would need to be paintedWhileMr [redacted] had his truck during the months prior, he has backed into a fencepost and broken his tail light and damaged the truck bedWe offered to pay forthe body repair for this damage as a good will gesture for any inconveniencethat had been caused to himThe cost of the repair was $Mr***accepted our good will gestureHe was also concerned about adimple in his seat that was created by the seat belt during shippingWe triedseveral times to fix this to his satisfaction, including tightening the leatheras well as replacing the leather seat coverThis was fixed to Mr [redacted] satisfactionMarch 2nd – April 7th, – Mr***’ vehicle was our body shopHe receivedseveral calls from myself and Mr [redacted] , our Body Shop Manager,updating him on the status of his vehicleDuring the month and days Mr.***’ vehicle was in the Body Shop he was given an identical GMC Truck todriveHe did not suffer from lack of transportation as he put miles onthe truck during that monthWe feel we have been morethat accommodating to Mr***We have addressed all of his concerns in acourtesy and timely mannerMr [redacted] took delivery of his truck on April 7thand stated, at that time, the repairs we to his satisfaction
Complaint: [redacted] I am rejecting this response because:First, in response to their remedies for the situation- A lifetime warranty on the truck was an offer I brought to MrS [redacted] and he declinedSecond offer that I brought up was-being that I bought this new truck from this dealership that ultimately broke it and since we are now into the new model year and you are deeply discounting the models, that we should trade the trucks straight across for and I'll pay the federal mileage for miles driven on my truck alreadyS [redacted] again declinedThere was talk of purchasing the new model year truck however, MrS [redacted] only valued my truck at $40,after we had just paid $56,six months prior and we had nothing to do with damaging this truck It was the dealership that did not put oil in it These are offers that were made by me and not by Jerry Seiner as they claim in their response The one thing that they are being honest about is that they would replace the turboDustin H [redacted] was in the office with MrS [redacted] , myself, and my witness and Dustin did indeed say, the truck could use a new turbo and he'd replace thatYes, I did decline that and here is why: if the service manager is wanting to replace the turbo then obviously that shows he feels there is sufficient damage to the truck that needs to be fixed including engine damageJerry Seiner claims they provided us with a courtesy vehicle for one month when in reality I had the rental from June 6th - July 8th at which time I was forced to turn that vehicle into them leaving me without any wheelsHere's what happenedOn July 7th at 8:p.mKeith Archibald from Jerry Seiner called me on his way home from work to inform me that he had heard that Jeff S [redacted] was going ot report the courtesy vehicle stolen in an attempt to force my handKeith said, as your friend, I would hate to have to see you deal with that absurd situation while you're currently dealing with a broken truckSo acting on Keith's advice, the next morning I returned the rental car to Jerry SeinerEveryone one of my actions have been documented with either receipts or video recordings that can plainly show how dishonest this dealership has been in this situationThis situation is still far from resolved and the dealership that caused this situation (Jerry Seiner) needs to take responsibility and make it right Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Thank you for the opportunity to respond to [redacted] ***We do take our reputation seriously and are making efforts to remedy the situations after some initial communication and work delay challengesAs noted, the vehicle was delivered to Ms [redacted] a day after original expected completion dateOur apologies the communication was not more timelyWe have also refunded the detail charge and mailed floor mats to herWe have been in communications with her on rectifying the overspray issues and are planning on facilitating through a local body shop in her areaThank you, Jeremy P [redacted]
The customer brought in his Escalade for an intermittent idling issue as well as a replacement of the right rear door latchWe tested the fuel pressure and spark several times and could not duplicate the idling problemThe replacement of the door latch was the majority of the cost for
his last visit totaling $We made a goodwill adjustment for customer satisfaction for a total of $before he picked up the vehicleThe customer has been contacted to bring the vehicle back in for further inspectionWe are offering to waive the diagnosis fee for the next visit or reimburse the diagnosis fee that has already been charged during his last vehicleThe cost is $that we are willing to goodwill back to him, in addition to the $he has already been good willed Please see copy of RO attached
The information they gave was inaccurateI was told from the salesman that GM wouldn't let them put a hitch on without putting on a transmission coolerThat was the only reason I wanted to spend the extra money and have the dealer install a OEM hitch, otherwise I would have saved or more dollars and went and had an aftermarket hitch put on my selfThe salesman told me if I wasn't going to tow anything heavy he would just go to U Haul because it wouldn't cost as muchIn their response they said that I was only going to use it for a bike rack and a pound pop up trailerI don't even own a bikeand I certainly didn't say my trailer only weighs poundsOn my receipt it lists a trailer hitch and accessoriesIf they weren't planning on putting on the accessories they shouldn't have told me that or put that on my sales slip
To whom this may concern, *** ***'s Cadillac XTS was towed in on 7-1-late in the dayWe received approval from *** on 7-5-to tear down the vehicle and start repairs per the insurance
company initial estimateInitial estimated completion date was 8-11-for a day repairOnce the XTS was torn down and approved by the insurance company on 7-14-16, it then turned into a business day repair with an initial completion date of 9-6-We also had different sublets that had to be arranged, one for the glass pull and install and the alignment, which must be done once the car is built back outOn any job this size, with the amount of damage, often has parts delays based on volumeWith parts and the sublets, it added a few more days to the repair, which is normalWe had multiple contacts with the customer and rental desk to keep them updated thru the processAs far as any additional damage done to the XTS, there was no done at our shopWe gave the customer the option on 7-18-to fix any non accident related damage while the car was at our shopThere was prior damage on the door edges which was overlapping with the insurance jobThe insurance would pay to paint the panel for the damage done during the loss but not the additional damage that the customer had priorCustomer eventually declined any additional work and approved the insurance workIt was communicated on multiple calls that the insurance company was not going to paint the whole car but just the damage due to the loss which was the back end of the carThere was a mistake on the deductible, the insurance assignment originally said a $deductible but with further clarification with the insurance we did not proceed on collecting the deductible*** *** did take her car to Harmon’s Cadillac, which we have been in communication with as well as USAA on the final billing and completion of workWe did have a conversation with *** before she took it to the other dealership and asked her to please send pictures of anything she was unhappy with which she declinedWe stand behind our work 100% and will do anything to correct a valid complaint but as far as painting the whole car, unless the insurance company or customer is willing to pay then we will not be able to complete that request
The dealership team has been working with Mr*** on the noted appearance concerns and other adjustments on his CadillacNathan Shaw has had ongoing communication with the customer and deferred the return of his vehicle early this month for some additional quality control measures that have now been addressed. Mr*** is scheduled to pick up his vehicle tomorrow at 1PM. We have also discussed an extension of the warranty based on Mr***’s satisfaction with the delivery of his vehicle
[redacted] brought his 2016 Silverado into our dealership on 6/26 for a routine oil change and tire rotation. The customer then took his truck and went on his way home; shortly after leaving he called the dealership to inform us the truck had stopped operating. We sent a tow truck to pick it...
up and bring it back to the dealership. It was then examined by a senior technician, noting 3 quarts of oil was in the truck. The technician inspected the truck for further damage to the engine and the turbo. Additional oil was added to the vehicle it started up with no abnormal noises or hesitation. We ran the vehicle for five hours monitoring oil pressure and turbo boost, the tech test drove the vehicle and found no problems with the truck the mileage at the time was 7,734. Attached is the RO for the work that was performed. We apologized to Mr. [redacted] for the lack of quality control and for not putting oil back into his truck. He was provided a courtesy vehicle throughout the first month of our communication with him after the initial incident. Dustin H[redacted] our Service Director and Jeff S[redacted] our General Manager met with Mr. [redacted] in the store on 6/29/17, offering him numerous remedies including: · A lifetime warranty on the engine if failure was related to the low oil level incident, he declined. · Offered to replace the turbo; he declined. · Discussed trading in vehicle for a new 2017 Duramax requiring additional out of pocket expenses for a year newer model; he declined. · Discussed the purchase of a 2016 Duramax for less out of pocket; he declined. He stated he would like a new truck with zero money out of pocket. · GM Business Resource center offered to inspect/repair the vehicle if it is having additional concerns and 1 month payment reimbursement; he declined. On 7/5/17 Mr. [redacted] filed a case with the Revdex.com Detroit in conjunction with General Motors and their BRC Mediation Liaison. Documentation was provided to those parties and offers we made, all of which were declined. On 8/10/17 the case with GM CAC and the Revdex.com in Detroit was closed, due to the unreasonable customer expectations. On 7/21/17 Mr. [redacted] returned the courtesy vehicle and transported his vehicle to another local dealership. Looking at the factory’s vehicle history no additional repairs have been made on the vehicle which has been resold. The vehicles service history is attached. At this time, we have offered him many adequate solutions to try and ease customers concern on continued performance of vehicle to which customer declined all efforts. We have come to an impasse every time with the customer. Now the customer is not in possession of the truck so our offers are now void.
Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding her recentservice visit to our dealership. Although we do our best to try and estimate the time and extent of mostservices, much is dependent on the previous maintenance and occasionally we runinto unforeseen issues.When...
Ms. [redacted] brought her 2000 Volkswagen Jetta in to have the rotors and brake pads replaced,unfortunately the rear brakes had been metal to metal for some time. This lack of maintenance had left the leftrear caliper piston over extended and could not be screwed back into thecaliper. It was so far extended that the tool used attempting to put it back inbroke. The caliper had to be replaced along with the brake line. Unfortunately,the brake line snapped because it was extremely brittle. Both of thesesituations were due to lack of standard brake maintenance. The car had been driven long past the timethe brakes were safe and we wanted to ensure the brakes were properly repairedbefore being released back to the customer.The length of time to repair the vehicle was due in part to a misunderstanding between Ms.[redacted] and her brother as to who would pick up the parts for the repair. Weended up picking up the parts as a courtesy for her and to expedite the repair.We are willing to offer Ms. [redacted] a refund for the brake line as a goodwill gesture.The cost of the brake line was $41.36. Thank you for your assistance.
This letter is in response to case #[redacted]
We are aware that Mr. [redacted] returned twice to have his rear
defroster repaired. Following the 2nd repair the technician tested
the electrical current through the affected area, and confirmed it tested
operational. The battery failure...
was diagnosed
as a dead cell that caused the battery to not hold a charge, this was deemed as
normal wear, and wasn’t related to Mr. [redacted]’s accident. We gave Mr. [redacted]
the option to replace the battery, which he declined. Until the notice from the
Revdex.com we were unaware of any continuing issues. We feel that
we were more than accommodating to Mr. [redacted], providing him transportation
free of charge during the entire duration of his repair, providing him a gift
certificate for $[redacted] good for any dealership services, and absorbing a
$[redacted] betterment.
Thank you for giving us the opportunity to respond to Mr. [redacted]. We understand that there is some confusion regarding the purchase of vehicle's that is part of Cadillac's CTA program, thank you for bringing that to our attention and we have put in place new processes to prevent further confusion...
from the customer, part of which is documentation in writing not just verbally. We have inquired with Cadillac after sales on the potential to extend Mr. [redacted]'s warranty. We have not received an answer back as of 2/24/17 but will communicate the outcome to Mr. [redacted] as soon as that information becomes available to us.
Thank you again for the opportunity to respond to Mr.
[redacted]. After reviewing his current response, we have looked again at all
supporting documentation to ensure accuracy.
Although we are uncertain to Mr. [redacted]’s mention of the
hitch for a bike rack, we did have understanding of the vehicle usage to tow a
smaller trailer. Therefore, we are again
offering to pay for half of the cost of the additional parts and labor to
install the transmission cooler and UBEC (additional electric wiring) as a goodwill gesture and middle point for both parties. The total cost would be $647.87+ tax. If
acceptable, the customer can have these items installed at their earliest
convenience. Thank you for your assistance.
Thank you again for the opportunity to respond to Mr [redacted] After reviewing his current response, we have looked again at all supporting documentation to ensure accuracy Although we are uncertain to Mr [redacted] ’s mention of the hitch for a bike rack, we did have understanding of the vehicle usage to tow a smaller trailer Therefore, we are again offering to pay for half of the cost of the additional parts and labor to install the transmission cooler and UBEC (additional electric wiring) as a goodwill gesture and middle point for both parties The total cost would be $647.87+ taxIf acceptable, the customer can have these items installed at their earliest convenienceThank you for your assistance
[redacted] brought his Silverado into our dealership on 6/for a routine oil change and tire rotationThe customer then took his truck and went on his way home; shortly after leaving he called the dealership to inform us the truck had stopped operatingWe sent a tow truck to pick it up and bring it back to the dealershipIt was then examined by a senior technician, noting quarts of oil was in the truckThe technician inspected the truck for further damage to the engine and the turboAdditional oil was added to the vehicle it started up with no abnoises or hesitationWe ran the vehicle for five hours monitoring oil pressure and turbo boost, the tech test drove the vehicle and found no problems with the truck the mileage at the time was 7,Attached is the RO for the work that was performedWe apologized to Mr [redacted] for the lack of quality control and for not putting oil back into his truckHe was provided a courtesy vehicle throughout the first month of our communication with him after the initial incidentDustin H [redacted] our Service Director and Jeff S [redacted] our General Manager met with Mr [redacted] in the store on 6/29/17, offering him numerous remedies including: · A lifetime warranty on the engine if failure was related to the low oil level incident, he declined· Offered to replace the turbo; he declined· Discussed trading in vehicle for a new Duramax requiring additional out of pocket expenses for a year newer model; he declined· Discussed the purchase of a Duramax for less out of pocket; he declinedHe stated he would like a new truck with zero money out of pocket· GM Business Resource center offered to inspect/repair the vehicle if it is having additional concerns and month payment reimbursement; he declinedOn 7/5/Mr [redacted] filed a case with the Revdex.com Detroit in conjunction with General Motors and their BRC Mediation LiaisonDocumentation was provided to those parties and offers we made, all of which were declined On 8/10/the case with GM CAC and the Revdex.com in Detroit was closed, due to the unreasonable customer expectationsOn 7/21/Mr [redacted] returned the courtesy vehicle and transported his vehicle to another local dealershipLooking at the factory’s vehicle history no additional repairs have been made on the vehicle which has been resoldThe vehicles service history is attachedAt this time, we have offered him many adequate solutions to try and ease customers concern on continued performance of vehicle to which customer declined all effortsWe have come to an impasse every time with the customer Now the customer is not in possession of the truck so our offers are now void
Thank you for the opportunity to respond to Ms***’s concerns regarding her recentservice visit to our dealershipAlthough we do our best to try and estimate the time and extent of mostservices, much is dependent on the previous maintenance and occasionally we runinto unforeseen issues.When Ms [redacted] brought her Volkswagen Jetta in to have the rotors and brake pads replaced,unfortunately the rear brakes had been metal to metal for some time This lack of maintenance had left the leftrear caliper piston over extended and could not be screwed back into thecaliperIt was so far extended that the tool used attempting to put it back inbrokeThe caliper had to be replaced along with the brake lineUnfortunately,the brake line snapped because it was extremely brittleBoth of thesesituations were due to lack of standard brake maintenance The car had been driven long past the timethe brakes were safe and we wanted to ensure the brakes were properly repairedbefore being released back to the customer.The length of time to repair the vehicle was due in part to a misunderstanding between Ms[redacted] and her brother as to who would pick up the parts for the repairWeended up picking up the parts as a courtesy for her and to expedite the repair.We are willing to offer Ms [redacted] a refund for the brake line as a goodwill gesture.The cost of the brake line was $Thank you for your assistance
This letter is in response to case # [redacted] We are aware that Mr [redacted] returned twice to have his rear defroster repairedFollowing the 2nd repair the technician tested the electrical current through the affected area, and confirmed it tested operationalThe battery failure was diagnosed as a dead cell that caused the battery to not hold a charge, this was deemed as wear, and wasn’t related to Mr [redacted] ’s accidentWe gave Mr [redacted] the option to replace the battery, which he declinedUntil the notice from the Revdex.com we were unaware of any continuing issuesWe feel that we were more than accommodating to Mr [redacted] , providing him transportation free of charge during the entire duration of his repair, providing him a gift certificate for $ [redacted] good for any dealership services, and absorbing a $ [redacted] betterment
Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding his recent purchase at Jerry Seiner We have reviewed all documentation regarding the customer’s vehicle purchase as well as spoken to the employees involved in the transaction In discussing the vehicle usage and needs with the customer prior to the purchase being finalized, the sales manager’s understanding from the customer was that the vehicle would be towing an approximately pound tent trailer Therefore, the additional items added to the purchase contract and vehicle pricing was just for the trailer hitch, not a transmission cooler or additional wiring When the customer came into the service department on October 26th to have the optional items purchased within the financial contract (We Owe-Attached) performed he inquired about a wiring harness and the transmission coolerThe Service Advisor informed Mr [redacted] that the only items specified from the vehicle purchase were the trailer hitch and rear wiper He then had the trailer hitch and rear wiper replaced as well as concerns about the seat heaters addressed As a goodwill offer, the dealership also installed the hardware for the trailer wiring harness plug on this visit as well as provided the customer a vehicle to drive while his was being serviced( Repair Order-Attached) All contractual obligations under the vehicle purchase have been fulfilled However, the customer’s request for the installation of additional electric wiring and a transmission cooler for towing would be an additional expense The parts and labor to install the transmission cooler and UBEC (additional electric wiring) will cost $647.87+ tax The dealership is offering to split the cost of those items with the customer as a goodwill gesture If acceptable, the customer can have these items installed at their earliest convenience Thank you for your assistance
The dealership, in good faith, has tried to resolve Mr [redacted] 's concerns regarding his vehicle many timesTo clarify, Mr [redacted] wanted a lifetime warranty on the entire truck which in the initial meeting we could not offerWe did offer a lifetime warranty on the engine and transmission In the discussion, as Mr [redacted] kept bring up the Turbo, MrH [redacted] said, “what if we replace the turbo, would that work for you?” Mr [redacted] was not receptive to accepting any offer other than an entirely new truck with no money out of pocket He did accept that some depreciation could be considered for the time and mileage on the truck from the time he purchased it, but we didn’t settle on what that would be exactly In short, we offered to warranty the engine knowing we had it tested and could find no problems with the engine’s performanceMr [redacted] stayed true to his feeling that the truck was damaged and therefore wanted it replaced with a new oneMr [redacted] traded the truck to another dealer who has subsequently sold the truck According to the information, from General Motors on the VIN number, the vehicle was taken to Texas and with almost 12,miles on it and was serviced with routine maintenance, with no indication of problems in the General Motor System We maintain that vehicle had not sustained irreparable damage and could have served Mr [redacted] well for several years and offered to stand behind that with a lifetime warranty on the engine This was unacceptable to Mr [redacted] and his fear of unforeseeable damage led him to trade the truck The depreciation on the truck and his perceived loss could have been avoided had he accepted our offer and kept the truck Our claim, that the engine had not sustained irreparable damage, is supported by the vehicle history available from General Motors system, showing the vehicle being serviced and driven now by another party without issue We are not prepared to offer anything additional since our offers and the offers of General Motors were all rejected
Case#: [redacted] Sentto Business on: 04/06/This letter is in response toCase# [redacted] by [redacted] ***October 2014- Mr [redacted] took delivery of his newtruckUpon delivery he noticed that the clear bra was peelingWe remove andreplace the clear bra with a new one at no charge to himAt that time hementioned that the driver’s side seat would click when adjusting the position.We repaired this under GM WarrantyNovember 2014- In November Mr [redacted] came in noting that the driver’s side seat rattled andthe window rattledBoth of these problems we fixed under GM WarrantyDuring this visit Mr***special ordered some accessories for his truckFebruary 27, - The special ordered accessories arrived and we installed these forMr***Two days later, Mr [redacted] returned with a complaint that the moldingwas crooked and there were some scratches on the door from installationHealso noted that the truck was riding rough due to the leveling kit weinstalledWe initially tried to buffout the scratches, but determined that the doors would need to be paintedWhileMr [redacted] had his truck during the months prior, he has backed into a fencepost and broken his tail light and damaged the truck bedWe offered to pay forthe body repair for this damage as a good will gesture for any inconveniencethat had been caused to himThe cost of the repair was $Mr***accepted our good will gestureHe was also concerned about adimple in his seat that was created by the seat belt during shippingWe triedseveral times to fix this to his satisfaction, including tightening the leatheras well as replacing the leather seat coverThis was fixed to Mr [redacted] satisfactionMarch 2nd – April 7th, – Mr***’ vehicle was our body shopHe receivedseveral calls from myself and Mr [redacted] , our Body Shop Manager,updating him on the status of his vehicleDuring the month and days Mr.***’ vehicle was in the Body Shop he was given an identical GMC Truck todriveHe did not suffer from lack of transportation as he put miles onthe truck during that monthWe feel we have been morethat accommodating to Mr***We have addressed all of his concerns in acourtesy and timely mannerMr [redacted] took delivery of his truck on April 7thand stated, at that time, the repairs we to his satisfaction
Complaint: [redacted] I am rejecting this response because:First, in response to their remedies for the situation- A lifetime warranty on the truck was an offer I brought to MrS [redacted] and he declinedSecond offer that I brought up was-being that I bought this new truck from this dealership that ultimately broke it and since we are now into the new model year and you are deeply discounting the models, that we should trade the trucks straight across for and I'll pay the federal mileage for miles driven on my truck alreadyS [redacted] again declinedThere was talk of purchasing the new model year truck however, MrS [redacted] only valued my truck at $40,after we had just paid $56,six months prior and we had nothing to do with damaging this truck It was the dealership that did not put oil in it These are offers that were made by me and not by Jerry Seiner as they claim in their response The one thing that they are being honest about is that they would replace the turboDustin H [redacted] was in the office with MrS [redacted] , myself, and my witness and Dustin did indeed say, the truck could use a new turbo and he'd replace thatYes, I did decline that and here is why: if the service manager is wanting to replace the turbo then obviously that shows he feels there is sufficient damage to the truck that needs to be fixed including engine damageJerry Seiner claims they provided us with a courtesy vehicle for one month when in reality I had the rental from June 6th - July 8th at which time I was forced to turn that vehicle into them leaving me without any wheelsHere's what happenedOn July 7th at 8:p.mKeith Archibald from Jerry Seiner called me on his way home from work to inform me that he had heard that Jeff S [redacted] was going ot report the courtesy vehicle stolen in an attempt to force my handKeith said, as your friend, I would hate to have to see you deal with that absurd situation while you're currently dealing with a broken truckSo acting on Keith's advice, the next morning I returned the rental car to Jerry SeinerEveryone one of my actions have been documented with either receipts or video recordings that can plainly show how dishonest this dealership has been in this situationThis situation is still far from resolved and the dealership that caused this situation (Jerry Seiner) needs to take responsibility and make it right Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Thank you for the opportunity to respond to [redacted] ***We do take our reputation seriously and are making efforts to remedy the situations after some initial communication and work delay challengesAs noted, the vehicle was delivered to Ms [redacted] a day after original expected completion dateOur apologies the communication was not more timelyWe have also refunded the detail charge and mailed floor mats to herWe have been in communications with her on rectifying the overspray issues and are planning on facilitating through a local body shop in her areaThank you, Jeremy P [redacted]
The customer brought in his Escalade for an intermittent idling issue as well as a replacement of the right rear door latchWe tested the fuel pressure and spark several times and could not duplicate the idling problemThe replacement of the door latch was the majority of the cost for
his last visit totaling $We made a goodwill adjustment for customer satisfaction for a total of $before he picked up the vehicleThe customer has been contacted to bring the vehicle back in for further inspectionWe are offering to waive the diagnosis fee for the next visit or reimburse the diagnosis fee that has already been charged during his last vehicleThe cost is $that we are willing to goodwill back to him, in addition to the $he has already been good willed Please see copy of RO attached
The information they gave was inaccurateI was told from the salesman that GM wouldn't let them put a hitch on without putting on a transmission coolerThat was the only reason I wanted to spend the extra money and have the dealer install a OEM hitch, otherwise I would have saved or more dollars and went and had an aftermarket hitch put on my selfThe salesman told me if I wasn't going to tow anything heavy he would just go to U Haul because it wouldn't cost as muchIn their response they said that I was only going to use it for a bike rack and a pound pop up trailerI don't even own a bikeand I certainly didn't say my trailer only weighs poundsOn my receipt it lists a trailer hitch and accessoriesIf they weren't planning on putting on the accessories they shouldn't have told me that or put that on my sales slip
To whom this may concern, *** ***'s Cadillac XTS was towed in on 7-1-late in the dayWe received approval from *** on 7-5-to tear down the vehicle and start repairs per the insurance
company initial estimateInitial estimated completion date was 8-11-for a day repairOnce the XTS was torn down and approved by the insurance company on 7-14-16, it then turned into a business day repair with an initial completion date of 9-6-We also had different sublets that had to be arranged, one for the glass pull and install and the alignment, which must be done once the car is built back outOn any job this size, with the amount of damage, often has parts delays based on volumeWith parts and the sublets, it added a few more days to the repair, which is normalWe had multiple contacts with the customer and rental desk to keep them updated thru the processAs far as any additional damage done to the XTS, there was no done at our shopWe gave the customer the option on 7-18-to fix any non accident related damage while the car was at our shopThere was prior damage on the door edges which was overlapping with the insurance jobThe insurance would pay to paint the panel for the damage done during the loss but not the additional damage that the customer had priorCustomer eventually declined any additional work and approved the insurance workIt was communicated on multiple calls that the insurance company was not going to paint the whole car but just the damage due to the loss which was the back end of the carThere was a mistake on the deductible, the insurance assignment originally said a $deductible but with further clarification with the insurance we did not proceed on collecting the deductible*** *** did take her car to Harmon’s Cadillac, which we have been in communication with as well as USAA on the final billing and completion of workWe did have a conversation with *** before she took it to the other dealership and asked her to please send pictures of anything she was unhappy with which she declinedWe stand behind our work 100% and will do anything to correct a valid complaint but as far as painting the whole car, unless the insurance company or customer is willing to pay then we will not be able to complete that request
The dealership team has been working with Mr*** on the noted appearance concerns and other adjustments on his CadillacNathan Shaw has had ongoing communication with the customer and deferred the return of his vehicle early this month for some additional quality control measures that have now been addressed. Mr*** is scheduled to pick up his vehicle tomorrow at 1PM. We have also discussed an extension of the warranty based on Mr***’s satisfaction with the delivery of his vehicle
[redacted] brought his 2016 Silverado into our dealership on 6/26 for a routine oil change and tire rotation. The customer then took his truck and went on his way home; shortly after leaving he called the dealership to inform us the truck had stopped operating. We sent a tow truck to pick it...
up and bring it back to the dealership. It was then examined by a senior technician, noting 3 quarts of oil was in the truck. The technician inspected the truck for further damage to the engine and the turbo. Additional oil was added to the vehicle it started up with no abnormal noises or hesitation. We ran the vehicle for five hours monitoring oil pressure and turbo boost, the tech test drove the vehicle and found no problems with the truck the mileage at the time was 7,734. Attached is the RO for the work that was performed. We apologized to Mr. [redacted] for the lack of quality control and for not putting oil back into his truck. He was provided a courtesy vehicle throughout the first month of our communication with him after the initial incident. Dustin H[redacted] our Service Director and Jeff S[redacted] our General Manager met with Mr. [redacted] in the store on 6/29/17, offering him numerous remedies including: · A lifetime warranty on the engine if failure was related to the low oil level incident, he declined. · Offered to replace the turbo; he declined. · Discussed trading in vehicle for a new 2017 Duramax requiring additional out of pocket expenses for a year newer model; he declined. · Discussed the purchase of a 2016 Duramax for less out of pocket; he declined. He stated he would like a new truck with zero money out of pocket. · GM Business Resource center offered to inspect/repair the vehicle if it is having additional concerns and 1 month payment reimbursement; he declined. On 7/5/17 Mr. [redacted] filed a case with the Revdex.com Detroit in conjunction with General Motors and their BRC Mediation Liaison. Documentation was provided to those parties and offers we made, all of which were declined. On 8/10/17 the case with GM CAC and the Revdex.com in Detroit was closed, due to the unreasonable customer expectations. On 7/21/17 Mr. [redacted] returned the courtesy vehicle and transported his vehicle to another local dealership. Looking at the factory’s vehicle history no additional repairs have been made on the vehicle which has been resold. The vehicles service history is attached. At this time, we have offered him many adequate solutions to try and ease customers concern on continued performance of vehicle to which customer declined all efforts. We have come to an impasse every time with the customer. Now the customer is not in possession of the truck so our offers are now void.
Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding her recentservice visit to our dealership. Although we do our best to try and estimate the time and extent of mostservices, much is dependent on the previous maintenance and occasionally we runinto unforeseen issues.When...
Ms. [redacted] brought her 2000 Volkswagen Jetta in to have the rotors and brake pads replaced,unfortunately the rear brakes had been metal to metal for some time. This lack of maintenance had left the leftrear caliper piston over extended and could not be screwed back into thecaliper. It was so far extended that the tool used attempting to put it back inbroke. The caliper had to be replaced along with the brake line. Unfortunately,the brake line snapped because it was extremely brittle. Both of thesesituations were due to lack of standard brake maintenance. The car had been driven long past the timethe brakes were safe and we wanted to ensure the brakes were properly repairedbefore being released back to the customer.The length of time to repair the vehicle was due in part to a misunderstanding between Ms.[redacted] and her brother as to who would pick up the parts for the repair. Weended up picking up the parts as a courtesy for her and to expedite the repair.We are willing to offer Ms. [redacted] a refund for the brake line as a goodwill gesture.The cost of the brake line was $41.36. Thank you for your assistance.
This letter is in response to case #[redacted]
We are aware that Mr. [redacted] returned twice to have his rear
defroster repaired. Following the 2nd repair the technician tested
the electrical current through the affected area, and confirmed it tested
operational. The battery failure...
was diagnosed
as a dead cell that caused the battery to not hold a charge, this was deemed as
normal wear, and wasn’t related to Mr. [redacted]’s accident. We gave Mr. [redacted]
the option to replace the battery, which he declined. Until the notice from the
Revdex.com we were unaware of any continuing issues. We feel that
we were more than accommodating to Mr. [redacted], providing him transportation
free of charge during the entire duration of his repair, providing him a gift
certificate for $[redacted] good for any dealership services, and absorbing a
$[redacted] betterment.
Thank you for giving us the opportunity to respond to Mr. [redacted]. We understand that there is some confusion regarding the purchase of vehicle's that is part of Cadillac's CTA program, thank you for bringing that to our attention and we have put in place new processes to prevent further confusion...
from the customer, part of which is documentation in writing not just verbally. We have inquired with Cadillac after sales on the potential to extend Mr. [redacted]'s warranty. We have not received an answer back as of 2/24/17 but will communicate the outcome to Mr. [redacted] as soon as that information becomes available to us.
Thank you again for the opportunity to respond to Mr.
[redacted]. After reviewing his current response, we have looked again at all
supporting documentation to ensure accuracy.
Although we are uncertain to Mr. [redacted]’s mention of the
hitch for a bike rack, we did have understanding of the vehicle usage to tow a
smaller trailer. Therefore, we are again
offering to pay for half of the cost of the additional parts and labor to
install the transmission cooler and UBEC (additional electric wiring) as a goodwill gesture and middle point for both parties. The total cost would be $647.87+ tax. If
acceptable, the customer can have these items installed at their earliest
convenience. Thank you for your assistance.