John Hiester Cheverolet

Dear Mr. Hiester:This firm represents [redacted] as to issues arising from: (1) The purchase by our client of a 2016 Chevrolet Equinox automobile from John Hiester Chevrolet in October 2015; and (2) Repairs to and recall work purportedly performed by John Hiester Chevrolet on a 2011 Buick Enclave owned by our client.2016 Chevrolet Equinox:In October 2015, [redacted] purchased a 2016 Chevrolet Equinox from John Hiester Chevrolet. At the time the automobile was picked up by our client, without inquiring of our client or being directed to do so, the salesman from John Hiester Chevrolet registered the On-Star account for the vehicle in the name of my client's employee, rather than in the name of my client, the legal owner of the automobile. As a result, my client is unable to access the On-Star on his vehicle, and is unable to consult or discuss the account with On-Star, since they repeatedly inform my client that, owner or not, they will not change the account access, and they will not converse with him or discuss the account with him. Your employee's action in this regard wrongfully has deprived and continues to deprive my client of a service he purchased with the automobile. This service is one my client has paid money for, and one he continues to pay for.2011 Buick Enclave:In October 2015, while picking up the above-described 2016 Chevrolet Equinox, Mr. [redacted], Manager of [redacted] inquired of employees of John Hiester Chevrolet whether, even though they were a Chevrolet, and not a Buick dealership, they could perform any of the following services for him regarding his 2011 Buick Enclave: (1) Repair of a detached front vehicle cowling; (2)Repair of the dual system air conditioning unit which was limited to blowing hot air on the front passenger-side of the vehicle; (3) Perform the GM mandated recall service Number XXXXX - repair of front seatbelt tensioner; and (4) Perform the GM mandated recall service Number XXXXX - repair/replacement of air bag wiring harness.My client was explicitly told by one of your employees that John Hiester Chevrolet had one or more "Certified Buick mechanics" at the dealership and that they could perform all of the services my client inquired about. Thus reassured, my client delivered the vehicle to your dealership on October 29, 2015, for the herein-described services to be performed.Subsequently, an entire week went by before my client heard anything from John Hiester Chevrolet about progress of the service on his vehicle. That first contact, with a Hiester employee named (we believe) "[redacted]", was to inform my client that: (1) The rubber cowling for the front bumper had not been delivered to the dealership and the dealership was trying to locate the cowling; and (2) That the driver side air conditioning on the vehicle was now operating properly and blowing both hot and cold air. My client, citing his paperwork (copies of which are attached hereto) informed "[redacted]", that the original malfunction, as stated on the dealership service order, had been with the passenger side of the unit, and not with the driver side.Thereafter, Mr. [redacted] made numerous additional calls during the next several days to John Hiester Chevrolet attempting to inquire why his vehicle had not been returned to him and whether the repairs had or had not been completed. These calls were either not returned, or my client was unable to reach an appropriate person with whom he could inquire about the situation and leave a message. My client finally simply demanded the immediate return of the vehicle after it had remained at the dealership for almost two weeks, regardless of whether the vehicle had been repaired or not. Finally, on November 11, 2015, someone from the dealership called to say that the vehicle finally had been repaired and when the service invoice in the amount of $699.81 was paid in full, the vehicle could be picked up. My client paid a bill in the amount of $699.81 and left with the Buick.Immediately thereafter, my client discovered that something had been done to the vehicle that caused an alarming level of excessive play in the steering, which had NOT existed when the vehicle was turned over to John Hiester Chevrolet. My client also immediately noticed that the dealership had rotated the tires on the Buick (which my client did not request, since he does not rotate his tires). The tire rotation does not appear on the work order and my client did not authorize, and would not have authorized, such rotation.Moreover, my client has continued to receive recall notices from General Motors regarding the Buick. Mr. [redacted] is unsure, at this time, whether the recall work John Hiester Chevrolet was to perform on the vehicle was actually performed, and whether these new notices are for different work, or the same work.Desired SettlementIn short, based upon the above, my client demands the following relief from John Hiester Chevrolet/Hiester Automotive Group, Inc. and/or from the Chevrolet and Buick divisions of General Motors:A. My client has certain doubts that John Hiester Chevrolet had trained/certified Buick mechanics on staff when his vehicle was repaired. He wishes to have this officially confirmed by Buick/General Motors, and to be officially assured that such employees, if they in fact existed, were, in fact the ones that worked on his Buick; andB. The reasonable amount of time necessary to effect the services John Hiester Chevrolet claims to have performed on my client's Buick, we are reliably informed, should have taken no more than two business days. Your dealership unreasonably kept the vehicle for 13 days, apparently, with much of that time having been spent chasing the wrong problem. My client demands money damages for loss of the use of his vehicle for 11 days at $65.00 per day, or the sum of $715.00; andC. My client wants the agreement of John Hiester Chevrolet/Hiester Automotive Group, Inc. and either the Chevrolet or Buick divisions of General Motors to pay for my client to take the 2011 Buick Enclave to a certified GM Buick mechanic of his choice to have the steering wheel play issue resolved. My client requires a Buick rental car, the same as or equivalent to his model Buick automobile, be provided to him at no cost to him for his use while his vehicle is being evaluated/repaired; andD. My client requires official confirmation by Buick/General Motors that the recalls that were to be performed on his automobile were, in fact, properly performed; andE. My client demands that the On-Star Account for the 2016 Chevrolet Equinox be put into the name of [redacted] or into that business name and his personal name jointly with that of his employee, such that he can access the account.Business Response I am in receipt of the complaint made by [redacted] and [redacted] and want to thank him for caring enough about our business to let offer a resolution and fix any process's that are deficient in my organizationTo me the complaint registered has two parts: the purchase of a 2016 equinox and the repairs to a 2011 Buick. I will address these situation separately in my response.In October, [redacted] Purchased a 2016 Equinox from our dealership. I have interviewed everyone in At the time of delivery [redacted] was the salesperson involved with the delivery of the unit an he remembers that Mr. [redacted] was adamant about the onstar being hooked up in the name of the employee that was to drive it. We have no contact since then from [redacted] Mr [redacted] or anybody else from the company that wishes to have any item switched. It looks like this situation is coming to a solution as General Motors has been contacted by someone at [redacted] Since General Motors handles the registration of onstar and would be involved in any transfer, the information from them is that this is being handled. We would have loved to help [redacted] in this matter and apologize for any confusion of our part.The second issue involves a 2011 Buick Enclave. Here we are requesting more information from Mr. [redacted]. We are a Chevrolet store that sells and services Chevrolet cars and trucks primarily. Our technicians have certifications that allow them to become a Chevrolet master techs. The technicians that we have are anywhere in their training from Master techs,(someone who has completed all the training offered to date to any percentage in between. In interviewing everyone involved in this transaction, We do not think we have said we are Buick certified. In watching any of the video and audio that we have available we have not heard any of those statements being made, I would need more specifics from Mr. [redacted] to research this further and would welcome a call from him to discuss. As far as the repair, the situation that was being fixed has no relation to what the consumer is experiencing now. However in the interest of customer satisfaction, We are offering the solution of looking at the problem he is experiencing and helping him fix it. The Vehicle in question is out of any manufactures warranty so it does not qualify for any courtesy transportation. I believe that General Motors is also involved here as well so a resolution may change from the date of this response.We welcome someone from [redacted] to contact me directly to help resolve this issueThank you Consumer Response RESPONSE BY [redacted] AND [redacted] TO RESPONSE OF JOHN HIESTER CHEVROLET TO Revdex.com COMPLAINT # XXXXXXXXJohn Hiester Chevrolet was contacted by [redacted] and [redacted] concerning their complaints in writing sent to Hiester Chevrolet on December 22, 2015. No response of any kind was received by Hiester Chevrolet for almost a month until complaints were made with the Revdex.com, with the Chevrolet Division of General Motors and with the Buick Division of General Motors on January 19, 2016. It was only after these additional complaints were filed that Hiester Chevrolet suddenly became thankful that [redacted] and [redacted] had complained, and Hiester deigned to respond.Hiester's initial response now, apparently, is to state that [redacted] and [redacted] are not telling the truth. [redacted], and the witness that was with Mr. [redacted] at Hiester Chevrolet, have no reason to be untruthful about the facts in making complaints about their situation. Hiester employees questioned about the matter, on the other hand, have numerous reasons to tell their employer things that are either mistaken or untruthful, beginning with their desire to remain employed at Hiester Chevrolet. Mr. [redacted] and his witness reiterate that everything stated in the complaint made with the Revdex.com is absolutely true, and the response by Hiester Chevrolet is untrue with respect to denying the representations made by Hiester employee that they had Buick Certified mechanics on staff and with respect to the statement by [redacted] that [redacted] requested that the Chevrolet Equinox OnStar be put only into the name of an employee.Moreover, we appreciate that Hiester Chevrolet agrees with our complaint that the situation currently being experienced with the handling of the Buick Enclave has nothing to do with the reason the vehicle was originally sent in for service. The vehicle was not sent to Hiester Chevrolet for tire rotation either, although a rotation was gratuitously performed, with the result that the vehicle's handling characteristics have substantially degraded such that it is at best unpleasant, and at worst unsafe, to operate.Additionally, Hiester Chevrolet has made no response at all with respect to the complainants' desire for confirmation from General Motors that the recall work actually was completed, nor any response to a demand for redress for the extraordinary length of time the complainant was denied the vehicle for what was a very rudimentary two repairs and simple recall work. [redacted] and [redacted] are delighted to sit down and discuss this matter in person with someone who has actual authority from John Hiester Chevrolet to offer recompense and appropriately respond to the complainants' issues. The complainants are not interested, however, in having any further repairs performed by Hiester Chevrolet, since Hiesters' latest response now states that Hiester has no Buick certified mechanics and, thus, Hiester apparently shouldn't be working on the Buick Enclave at all.Final Business Response We are sending by certified mail to the consumer the documentation of the recall that was performed. The Consumer has not made reference in the complaint that the recall that was performed is not working properly. We are more than willing to looking at the unrelated problem that the consumer is having with his buick and helping him fix for a reduced price. That would require the consumer to make an appointment with us and come in so we can diagnose the problem and offer a solution. [redacted] our Service Director can be reached at XXXXXXXXXX and can make all the decisions needed to offer a resolution.

Vehicle in for no cost special coverage by Saturn - leaking fuel pump on 10/17/2013. Dealer still has vehicle and won't tell me what has been done.1) Made appointment with Hiester Chevrolet on Thursday Oct 17th for Friday Oct 18th.2) Dropped key in drop box Thursday evening around 6:45pm.3) Called Hiester Friday afternoon around 3pm to check on status - Fuel pump ordered from [redacted]-to be repaired on Sat Oct 19th.4) Called Hiester Sat afternoon 1:04pm and was told they were pricing gas lines and car wouldn't be ready till Monday.5) Monday Oct 21st [redacted] at Hiester called at 9:46am and left voicemail saying I should replace rusted steel gas lines at cost of $658.At 10:39am I said no, just do warranted repair. He said they would talk to his mechanic to be sure he could do that but they might breakthe brittle lines.6) Tuesday Oct 22nd received call at 2:41pm from [redacted] saying they were waiting for me to approve gas line charges. I said absolutelynot. Do the repair and I would not pay for a design problem with steel gas lines - that's GMs problem. He said he would contact GM andwas it OK give them my phone number. I said yes - I would love to talk with them.7) Wed Oct 23rd - no word from Hiester. Have car for almost a week and have not started the warranted repair.8) Thurs Oct 24th - no word from Hiester. Called at 3:30pm left voicemail with [redacted] saying fix the car (not gas lines). Said I am considering Attorneyaction. Let me know where this stands. You've had the car for nearly a week. My guess is they already broke a gas line.9) Multiple calls following until I ask to speak with Service Manager [redacted]10) [redacted] says they won't do anything if I am going to an attorney. I ask what he proposes and he says he will talk with GM to see if they will pay part of gas line replacement.10) 2 days later I call back as I got no call from [redacted] He says GM will pay 1/2 of gas lines and he will try to discount some more. I say if he can get me out of there with replaced fuel pump and new gas lines I would pay up to $200.00.11) I never heard back from [redacted] and I went to ** for 8 days for the death and burial of my mother.12) More phone calls to [redacted] and [redacted] in Service Dept because [redacted] voicemail was full for over 2 weeks.13) Visited the dealership Sat 11/17/2013 to (hopefully) pick up car. The people in the Service Dept can't/won't tell me what has been done to the vehicle and say [redacted] (Service Manager is handling this). They offer me the key. I go to the car and there is no gas in the tank for me to be able to drive off the lot. I ask for a gallon of gas and they tell me they can't help me.14) Monday 11/18/2013 I call Hiester and transfer to [redacted] voicemail (still full mailbox). I call back and ask the receptionist to leave Mr. [redacted] my phone number - No call. Monday afternoon I call and ask to be transferred to [redacted] in Service Dept who was handling the ticket initially - no answer - I leave [redacted] a voicemail asking him to have [redacted] Allen call me.15) Tuesday 11/19/2013 still no call from anyone at Hiester and I still don't know if the repair has been done and if so what has been done.Desired SettlementI want the General Manager of Hiester Chevrolet to find out what has been going on, what has been done with my vehicle and if fully repaired, give me a half tank of gas to leave (and to make sure they didn't break the gas gauge) if that is why the tank was on empty when I went there this past Saturday. I brought the car in with nearly a full tank of gas and have not has use of it for over 1 month. I want all repairs including anything additional (like gas lines) plus the covered fuel pump taken care of by GM.Business Response We have been in contact with the customer and have resolved the problem.Final Consumer Response came to an agreement with the Service Manager and paid a reduced amount for the repair. I now have the vehicle and this complaint can be considered resolved.

I purchased my car a little over a year ago from this dealership. I was given carfax, the car had all documentations on any fixes, oil changes etc...what was conveniently left out was the recall. After purchasing the car I was never sent anything from NIssian letting me know of the issue. I had a ford escape previously that ford had sent me letters letting me know of recalls and defect after I purchased. This week my car completely broke down. The catalytic converted needed to be changed so my check engine light was one. In the 3 weeks from getting the codes ran several others popped up that I didnt know about since I thought my check engine light was on because of the cat. I was SO wrong. Coming home from work my car started screaming at me and completely stopped. I had it towed to a mechanic thinking it had to do with the cat and would be about $500-800.... $3800 (before tax) later I need me transmission rebuilt and a new radiator. Since I am at 134k miles I am outside the extended warranty and Nissan basically said "So sad, we can fix for $6k"...if I could afford EITHER repair I wouldn't owe $7500 on the car :( This is a royal pain in the butt and now I am completely upside down on the vehicle. The car is currently being worked on while I figure out how to pay for it.Product_Or_Service: 2006 Nissan XterraDesired SettlementI would like for the dealership or Nissan to reimburse me for part if not all of the repairs. I have had the car for only a year this should not have happen or I at least should have been notified that it COULD happen. Business Response I am in receipt of the Revdex.com Concern involving the customers complaint and would like to offer the following information. In all of our pre-owned tractions, we provide and have the customer sign a car fax showing any damage if any done to the car and any open recalls that have not been performed. In this case, the vehicle in question did not have any reported accidents on carfax nor did it have any open recalls showing at time of sale. Normally, a manufacturer, in this case Nissan, would access the DMV records to determine the consumer at the time a recall is issued. We are sorry this customer is having these trouble with the Car but feel her concerns are product related and would have to be discussed with the manufacturer to determine if there is an avenue there. I would like the customer to look at there records as we show a sale date more than a year ago and close to 40,000 miles. If this is wrong we would like to know.Thank you