Jones Chevrolet, Incorporated

August 02, 2016To Whom It May Concern,In response to case # [redacted] , we have the following informationTo begin, we are very disappointed in even having a case to reply toAny dissatisfaction with the vehicle should not be directed toward Jones Chevrolet, as we service vehicles, we do not build themThe initial complaint was in September and was regarding spotting of the paint in the hood area and stone chips by the rear doors on both sides of the carThese issues were taken care of by us with no charge to the customer and she was provided with a new vehicle to driveShe then complained that the whole vehicle was not repainted, and we explained we were authorized to paint only the affected areas [redacted] then contacted [redacted] customer assistance who in turn contacted us and we worked together trying to resolve her issuesIt was decided Chevrolet would offer her a $accessory credit she could use to purchase any [redacted] accessories she might wantOur thinking was she could purchase a ground effects package that is standard on the next level up from her vehicle which probably would protect the car from stone chips recurringWe also in late November had the vehicle brought back in and had it detailed at no charge to the customerAt that time a walk around was done with the customer and no problems were found.We don't have the details of conversations between customer assistance and [redacted] , but we were contacted and told the case regarding the $offer had to be closed as it had gone on too long with no contact from the customer, and that occurred December 7, After that time, we have not had any contact with the customer until July 23, when she came for maintenanceAt that time, she again complained about stone chips, and pictures were taken by usWe contacted [redacted] and advised her if she wanted the $accessory credit she would need to open a new case with customer assistance, which she didAfter speaking with customer assistance they agreed to again repaint the stone chips at no charge to the customer, which we are in the process of doing, and we again have provided [redacted] a new vehicle to driveWe are still waiting for a decision from customer assistance about the accessory credit.Scott D***Service Manager

August 02, 2016To Whom It May Concern,In response to case #[redacted], we have the following information. To begin, we are very disappointed in even having a case to reply to. Any dissatisfaction with the vehicle should not be directed toward Jones Chevrolet, as we service vehicles, we do not build...

them. The initial complaint was in September 2015 and was regarding spotting of the paint in the hood area and stone chips by the rear doors on both sides of the car. These issues were taken care of by us with no charge to the customer and she was provided with a new vehicle to drive. She then complained that the whole vehicle was not repainted, and we explained we were authorized to paint only the affected areas. [redacted] then contacted [redacted] customer assistance who in turn contacted us and we worked together trying to resolve her issues. It was decided Chevrolet would offer her a $500 accessory credit she could use to purchase any ** accessories she might want. Our thinking was she could purchase a ground effects package that is standard on the next level up from her vehicle which probably would protect the car from stone chips recurring. We also in late November 2015 had the vehicle brought back in and had it detailed at no charge to the customer. At that time a walk around was done with the customer and no problems were found.We don't have the details of conversations between customer assistance and [redacted], but we were contacted and told the case regarding the $500 offer had to be closed as it had gone on too long with no contact from the customer, and that occurred December 7, 2015. After that time, we have not had any contact with the customer until July 23, 2016 when she came for normal maintenance. At that time, she again complained about stone chips, and pictures were taken by us. We contacted [redacted] and advised her if she wanted the $500 accessory credit she would need to open a new case with customer assistance, which she did. After speaking with customer assistance they agreed to again repaint the stone chips at no charge to the customer, which we are in the process of doing, and we again have provided [redacted] a new vehicle to drive. We are still waiting for a decision from customer assistance about the accessory credit.Scott D[redacted]Service Manager