[redacted] is correct concerning the problem with paying off her previous lease payments under the factory lease pullahead program. The error stemmed from our Finance Manager never applying for the Pullahead Rebate which would have "triggered" our accounting office to make...
the final payments. Additionally, the salesman, after speaking to the customer, did not convey the sense of urgency to management nor did he confirm that the payment had been sent. Our company, at [redacted] request sent a letter to her addressed to the credit agencies stating that the late payment was not her fault. Additionally, the remaining payments due plus the associated late charges for those payments were paid by our company directly to GM Financial.We apologized to [redacted] for the error. At this point, there should be no further issues regarding unpaid payments or late charges.
[redacted] dealt with our Sales Representative, Courtney W[redacted] and our Sales Manager, Sandra D[redacted]. Both individuals have impeccable customer service credentials. Additionally, Mr. W[redacted] is a Senior Sales Representative with excellent product knowledge. The customer...
originally sought lease pricing on a 2016 GMC Terrain with SLT-1 Luxury Package. This vehicle was equipped with Sunroof, Leather, Navigation and programmable power rear hatch. The customer stated that the payment was too high - he said he was also shopping a Honda CRV EX and would shop other GMC dealers. Ms. D[redacted] suggested that he consider the GMC Terrain SLE-2 model. The vehicle quoted included Navigation, Sunroof and Convenience Package. This model is not offered with a leather interior nor is the power rear hatch an available option. At no time did either tell the customer that the vehicle was equipped with a power rear hatch, because, again, this is not an available option on this model. Ms. D[redacted] spoke to the customer a day or two later and offered the vehicle for a 24 month lease at an extremely aggressive lease number. [redacted], having presumably shopped our number, accepted the proposal. I am speculating that the customer might have confused the options available on the SLT-1 vs. the SLE-2 which he leased. Mr. W[redacted] spoke to the customer after this problem came to light. He stated the customer either wanted the dealership to install the power hatch or offer a reduction in the lease price. He was advised by Mr. W[redacted] that neither request was available; the vehicle is not factory wired for a power rear hatch and the lease pricing given to [redacted] was beyond competitive!!! As goodwill, Mr. W[redacted] offered the customer a number of accessories which he rejected. Regarding the differential of $100, be advised that the original due at signing given to [redacted] included the "transfer" of existing license plates. [redacted] informed Mr. W[redacted] that new plates would be required. This affected the due at signing price. We are sorry that [redacted] was not satisfied. At no time was he mislead or offered information that was not consistent with the equipment available and offered on the model he took.
There is no response that will please the complaintant. They purchased a part that was put in the vehicle by an indepdendent repair shop and it did not fix the vehicle. Thinking the part was defective, they purchased the identical part from another GM dealer and, again, the part did not fix the vehicle. Once the part was opened and programmed, it is not possible to return the part. Kristal did not diagnose the problem with the vehicle-we simply sold a part at the request of the customer and their repair shop. Is the complainant annoyed with the other GM dealer who sold the same part, which, again, did not correct the problem with the vehicle? The responsibility with the repair rests with the independent repair shop not with the company selling the part.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseAm I upset with the other dealer absolutely not, first of all Kristal auto mall did not know the diagnoses till after they treated me the way they did, [redacted] has an outstanding customer service with their customers as it should be. I went by what I was told and if it wasn't that im ok with it but what im not ok with is the treatment I received BEFORE KRISTAL AUTO MALL EVEN KNEW THAT THE PART WAS NOT THE PROBLEM. Had they attempted to help me from the start this would not be happening. but they didn't, if the part wasn't the problem and they would have even tried to help me instead of giving me the treatment they did, then instead of a complaint I would be posting a compliment. but that wasn't the case. so I was instructed by sal to do what I had to do and so I did. I don't want to go back and forth with this I stand with my complaint and I wont do business with them and that's my final choice.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
[redacted] indeed contacted me and informed that the two remedy options that I was seeking are not possible and had indeed offered me an alternative. however it is an outright lie that numerous options were provided to me. the single alternative provided was a set of all-weather placemats. in addition, [redacted] even informed me that he may not be authorized to provide even that option. I had requested information on what can be provided and he stated that he does not have the authority to provide any, but [redacted] does. our conversation ended with him letting me know that he will request [redacted] to speak with me directly. She had yet to speak to me on the matter.Regarding the confusion of the options available on the vehicle, that too is an outright lie. the SLT option was discussed at the dealership with [redacted] and the SLE2 option (sunroof, convenience package, and power lift gate) was discussed and offered by [redacted] over the phone. if there was any confusion it was with [redacted] on both the options of her vehicles and my continues remarks that this vehicle is an addition and not a substitution so therefore there should not have been any errors with the registration discrepancy of $100.The only excellent service I received was from [redacted] during the initial sale and he has been in touch with me afterwards. however his authority is limited as a salesman and much of the decision making lies with the Sales Manager, Mrs. S[redacted], whose customer service is extremely lacking. From my experience in dealing with this dealership, I can understand why they have received a rating of D- from Revdex.com.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] is correct concerning the problem with paying off her previous lease payments under the factory lease pullahead program. The error stemmed from our Finance Manager never applying for the Pullahead Rebate which would have "triggered" our accounting office to make...
the final payments. Additionally, the salesman, after speaking to the customer, did not convey the sense of urgency to management nor did he confirm that the payment had been sent. Our company, at [redacted] request sent a letter to her addressed to the credit agencies stating that the late payment was not her fault. Additionally, the remaining payments due plus the associated late charges for those payments were paid by our company directly to GM Financial.We apologized to [redacted] for the error. At this point, there should be no further issues regarding unpaid payments or late charges.
[redacted] dealt with our Sales Representative, Courtney W[redacted] and our Sales Manager, Sandra D[redacted]. Both individuals have impeccable customer service credentials. Additionally, Mr. W[redacted] is a Senior Sales Representative with excellent product knowledge. The customer...
originally sought lease pricing on a 2016 GMC Terrain with SLT-1 Luxury Package. This vehicle was equipped with Sunroof, Leather, Navigation and programmable power rear hatch. The customer stated that the payment was too high - he said he was also shopping a Honda CRV EX and would shop other GMC dealers. Ms. D[redacted] suggested that he consider the GMC Terrain SLE-2 model. The vehicle quoted included Navigation, Sunroof and Convenience Package. This model is not offered with a leather interior nor is the power rear hatch an available option. At no time did either tell the customer that the vehicle was equipped with a power rear hatch, because, again, this is not an available option on this model. Ms. D[redacted] spoke to the customer a day or two later and offered the vehicle for a 24 month lease at an extremely aggressive lease number. [redacted], having presumably shopped our number, accepted the proposal. I am speculating that the customer might have confused the options available on the SLT-1 vs. the SLE-2 which he leased. Mr. W[redacted] spoke to the customer after this problem came to light. He stated the customer either wanted the dealership to install the power hatch or offer a reduction in the lease price. He was advised by Mr. W[redacted] that neither request was available; the vehicle is not factory wired for a power rear hatch and the lease pricing given to [redacted] was beyond competitive!!! As goodwill, Mr. W[redacted] offered the customer a number of accessories which he rejected. Regarding the differential of $100, be advised that the original due at signing given to [redacted] included the "transfer" of existing license plates. [redacted] informed Mr. W[redacted] that new plates would be required. This affected the due at signing price. We are sorry that [redacted] was not satisfied. At no time was he mislead or offered information that was not consistent with the equipment available and offered on the model he took.
There is no response that will please the complaintant. They purchased a part that was put in the vehicle by an indepdendent repair shop and it did not fix the vehicle. Thinking the part was defective, they purchased the identical part from another GM dealer and, again, the part did not fix the vehicle. Once the part was opened and programmed, it is not possible to return the part. Kristal did not diagnose the problem with the vehicle-we simply sold a part at the request of the customer and their repair shop. Is the complainant annoyed with the other GM dealer who sold the same part, which, again, did not correct the problem with the vehicle? The responsibility with the repair rests with the independent repair shop not with the company selling the part.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseAm I upset with the other dealer absolutely not, first of all Kristal auto mall did not know the diagnoses till after they treated me the way they did, [redacted] has an outstanding customer service with their customers as it should be. I went by what I was told and if it wasn't that im ok with it but what im not ok with is the treatment I received BEFORE KRISTAL AUTO MALL EVEN KNEW THAT THE PART WAS NOT THE PROBLEM. Had they attempted to help me from the start this would not be happening. but they didn't, if the part wasn't the problem and they would have even tried to help me instead of giving me the treatment they did, then instead of a complaint I would be posting a compliment. but that wasn't the case. so I was instructed by sal to do what I had to do and so I did. I don't want to go back and forth with this I stand with my complaint and I wont do business with them and that's my final choice.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
[redacted] indeed contacted me and informed that the two remedy options that I was seeking are not possible and had indeed offered me an alternative. however it is an outright lie that numerous options were provided to me. the single alternative provided was a set of all-weather placemats. in addition, [redacted] even informed me that he may not be authorized to provide even that option. I had requested information on what can be provided and he stated that he does not have the authority to provide any, but [redacted] does. our conversation ended with him letting me know that he will request [redacted] to speak with me directly. She had yet to speak to me on the matter.Regarding the confusion of the options available on the vehicle, that too is an outright lie. the SLT option was discussed at the dealership with [redacted] and the SLE2 option (sunroof, convenience package, and power lift gate) was discussed and offered by [redacted] over the phone. if there was any confusion it was with [redacted] on both the options of her vehicles and my continues remarks that this vehicle is an addition and not a substitution so therefore there should not have been any errors with the registration discrepancy of $100.The only excellent service I received was from [redacted] during the initial sale and he has been in touch with me afterwards. however his authority is limited as a salesman and much of the decision making lies with the Sales Manager, Mrs. S[redacted], whose customer service is extremely lacking. From my experience in dealing with this dealership, I can understand why they have received a rating of D- from Revdex.com.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]