Jim Butler Chevrolet

Complaint: [redacted]
I am rejecting this response because:
The reservoir was not top off that why the car over heated, I asked to review the tape with the manager so he could proved to me that it was top off.  The water pump was fine and the fluid on the engine was from me putting water into the reserve on the side of the road.  The water pump was fine if they would have done their job right the first time by topping off the fluids I wouldn't had to pay for a new water pump. Water pump fail because there was no coolant in the reserve, period. The manager only took off 10% and not 20%. I am not trying to get anyone fired just want proof that the mechanic actually did his jobs which they states they top off fluids. As stated before I showed [redacted] a video on my phone what the problem was but they just ignored it.  The manager also never asked me to bring the vechile back to him. I went to another dealer and amazingly the video I show [redacted] was the problem all along. I was never ride or irritated just and upset customer with a bad experience with Jim Butler. They have all the video evidence there at their shop and would request a copy of it.  Again I not trying to get anyone fired just want proof of the work they said they did.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/03/09) */
Contact Name and Title: [redacted] m [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@jimbutlerautogroup.com
Ms. [redacted], we are unable to accommodate your desired resolution. First and foremost, I listened to your communication and spoke to...

both [redacted] and [redacted] and feel comfortable that you have MIS-heard or misunderstood [redacted]'s communication. Currently you have been working with Elco Chevrolet and Chevrolet directly. Since that has occurred we are unable to even have influence over your situation. If you work with Chevrolet and request our service department to help, they will call me personally to set it up. Happy to try and help if Chevrolet directs us. We are a great company and feel that this report is not correct or appropriate.
Again, I am sorry for your issue, but I show in the system that have not been in our service since 2015? Need to double check.

Complaint: [redacted]
I am rejecting this response because: This not all true I called them on the Monday after car was returned to me and told them that there was oil dripping under car on  Saturday after I had picked up the car the night before, I think they didn't keep car long enough to see if it was leaking they were rude and just made excuses and I also told them when I brought in the car  I  thought it was rear main seal I don't believe front seal was leaking just oil pan.so I think they were wrong in there diagnosis. so they should have fixed the repair it needed at no cost  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have no been contacted by "[redacted]"
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@jimbutlerautogroup.com
This customers daughter called today and spoke to me. She was at valvoline at the time she called and I advised her to come right in and...

we would change her oil and install a new drain plug at no cost. I advised the customer with being over her oil change so long 15kmiles that with drain plug not being removed in such a period of time and the temperatures probably caused it to cease up.

The customer was happy and told me she would be right over. The customer then called me back and explained that again she didn't have time to come in AGAIN and that she wanted to come in the AM @ 7:30 and be out by 8am-815 because she had to take her mother to work. I kindly told her that 30-45 mins would not be enough time but she was welcome to come in right after she dropped her mother off at 9am. She agreed and thanked me for understanding she got busy.

I assumed by the tone of the daughters voice that this situation was resolved and she was happy with coming in after dropping mother off. The customer did tell me the reason why she couldn't get in sooner than August was because her schedule didn't coordinate with our booking. Please let us know if there is anything else we can do.

Here is the response to this complaint. It is clear to me that we have communicated and performed properly. We can not offer a fix at no charge nor a free rental car. It is outside the warranty and customer does not have history with our company.  Here is response from from my service...

team:  This customer came in first with a service traction light complaint but the when he arrived the light was not on. We scanned the system and could not duplicate his concern. We did a multipoint inspection on the vehicle at that time and gave it to him . He came back short time later yelling and screaming because he had a overheat issue and we found the water pump leaking. He believed that we did not top off his fluids because his coolant reservoir was empty. The reason it was empty was because his fluid all leaked out and when he came in I showed him in the service drive that the coolant was all over the engine compartment and that’s why it was not full. I explained to him in full multiple times that we topped it off but a leaking water pump will leak out and make it empty. The battery cap that goes on the battery was laying on the battery but I couldnt tell if we broke it or not, So I just offered to pay for a new cap and installed it ($13.00), he said ok.  He ask me to review the cameras to show him the MPVI was performed and I explained to him I don’t use the cameras for this purpose with the customer and that Again the reason the fluid was empty was because the fluid leaked out.   He said the dealers he has been too  seemed to not know what they were doing either, this is his third visit here and did not buy here.  He left me a message Sunday and I called him today and he said he was going to another dealer, I kindly ask him to bring it back to me and let me look at the car again because he claims its doing it again.  He was very rude and angry the first time he ever came into us right off the back and we killed him with kindness and he seemed ok.  I don’t believe in my heart we did anything wrong to support this customers complaint to the Revdex.com, considering all the things we have done.  Also I gave him a 20% discount at the counter because he was very rude to her when he came in and she came and got me and wanted me to know after he agreed to everything.

Me. [redacted], clearly you feel we are terrible people. I reject that. I outlined what we could do for you. Stuff happens in this world and it stinks. A series of bad things happened and we have tried everything in our power to make it right. It would be a miracle to get GM to send us a new MSO doc so you can file in your six day window. We have offered you a rental car for free until the new paper work arrives so you will not drive 'illegally'. Not much else I can do. I guess our next step is to have you return the vehicle. We will take it back with no cost to you and return any cash you have put down. You can wash your hands of us and go your own way. Again, I'm sorry you feel this way. I've never experienced this before and I'm glad it is a unique experience. Good luck to you, I hope this provides you piece. Please return to us as soon as possible. We will cancel the loan, etc. while I am personally not there, don or Robin can check the car in for you. Thanks [redacted]

We do not know how what to say.  All of our paperwork shows that she purchased a 2016 Cruze from us.  The VIN is[redacted] It appears when she bought auto insurance which is required in the State, her auto insurance marked it as a 2015 on the insurance card.  Not sure why, but...

not an issue that we are responsible for at this time.  Thanks

Hello. I had problem with my voicemail today and cannot get to the message someone left with my case number. I had an issue with Jim Butler Chevrolet in Fenton. I wanted to let you know, although albeit late, I finally received my title for my car. No further action was taken on my part after receiving the title.

Initial Business Response /* (1000, 5, 2015/12/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@jimbutlerautogroup.com
My team is aware of your concern and we have certainly tried to resolve your issues through our gm warranty process. I have asked my...

team to double check everything possible on your next visit. If your next visit does not gone as planned, you can reach out to me directly.

Initial Business Response /* (1000, 7, 2015/12/02) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@jimbutlerautogroup.com
This has been handled. Paperwork for one cancelation was sent directly to mr. [redacted]. Unfortunately, we dropped the ball for a small amount...

of time, but because these are third party product in which we facilitate the refund, we are held hostage by the slowness of the third party company. We are working hard to make sure all is correct.

Ms [redacted],   We take exception to your note based on the facts we have documented.  We dealer traded for your vehicle to provide the payment and vehicle you approved at the time of your purchase.  This would mean that we had a to file with the state a new MSO for your vehicle...

purchased.  We have documented our calls and efforts  to reach you over and over again.  You, not Jim Butler has  the responsibility  to pay your taxes or make payments on your loan. It is clear you understand this because you did make payments on your loan.    We did however complete the transaction with you, provided documentation of your purchase to you, you actually did a phone interview with GM Financial that confirmed your delivery and all the details of your deal. GM Financial has a copy of that phone call that you can request.   GM Financial also funded your deal and you have made several payments.  We have all the documents signed and acknowledge by you including the agreement to finance, privacy act, credit request, copy of your insurance, Finance Menu and your Bailment Form which states that you are now responsible from the car.  We sell hundreds of vehicles to people all over the country and while we are not perfect, we know our legal responsibilities and rights.  We are not responsible for your loan, your job or the repo man showing up on your doorstep.   Feel free to reach out to my directly.  Sincerely,  [redacted]