Kelly Buick, Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There was a HUGE lack of communication between everyone regarding my repairsI had contacted the dealership multiple times and left messages and was held in the darkI spoke with both repair managers (Robert and John) about approving the parts early in the repair process; on July 2, I spoke with both managers, giving the okay to proceed with repairsOn July 3, 2015, I left messages with the receptionist, on Robert’s and John’s voicemail (I called times that day) to confirm again that I was approving the vehicle to be repairedAccording to the shop they "never received the message," delaying repairs for days [redacted] called me asking why the repairs were not approved and I spoke to the representative making them aware of whom to contact and the managers that I spoke with to give the okay for the repairs and that I was assured by the managers that they will commence my repairsI had no reason to delay the repairs after [redacted] agreed to pay the cost of the repairThe vehicle was not finalized on the 20th of July, as that day I called and was told that they had no estimated day of final repairsI lost my rental coverage from [redacted] and had to have friends and family drive me to and from work as I was unable to cover the cost of a car rentalThe dealership refused to provide me with a loaner car and said that courtesy was only extended to their “buying” customersI feel like they really just took advantage of [redacted] and the claim process, delaying the repairs to charge my insurance more money Not to mention close to the end of repairsI received a call stating my car was done on a Tuesday at 4:52pm and was told I couldn’t pick up the car because they closed at I then received a call later that night, P.M., and was told that after they were doing a "once over" of my car that they realized the wheel was offThey said that I can come in the following day by lunch to get my carFirst off if my car was done at 4:52, how did you miss my tire being off? also if you were going to stay late why couldn’t I have picked up my car after telling him I would leave work at that time to get there before 5! The following day I waited until P.Mfor a callGot NOTHING! I then called them and was forwarded to Robert’s voicemail over times! I called every minutes until almost o'clock; Not to mention the one receptionist, who is so rude, picked up the phone, was placed on hold while Robert (Body Shop Manager) were having a conversation about other customers for about minutes I then called from another phone and told them that I heard their entire conversationI then decided I was going to show up at the dealership around 3:P.Mon July 28thWhen I pulled up my car was in front of the service center DONE and Robert was at his desk even though I had called MULTIPLE times AND left MULTIPLE voice-mails! So it was very obvious that everyone was ignoring me at this dealershipThe receptionist at the front desk refused my form of payment ( [redacted] Debit card), even they accept credit/debit card paymentsI was told that I would either have to walk to [redacted] and withdraw the cash from my account ($500) or I would have to leave my car until I can pay After walking to the bank and withdrawing the total cash payment, I scheduled an inspection service with [redacted] Upon inspection at [redacted] , they informed me that my vehicle is in dire need of a wheel alignment; Kelly Risk Free charged [redacted] a total of $for a service that was never rendered to my vehicleMy repairs went from $7,to $10,and I can’t help but think that undamaged parts were repaired so that they could pocket more money The lack of communication and professionalism by this business is beyond comprehensionRegards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There was a HUGE lack of communication between everyone regarding my repairsI had contacted the dealership multiple times and left messages and was held in the darkI spoke with both repair managers (Robert and John) about approving the parts early in the repair process; on July 2, I spoke with both managers, giving the okay to proceed with repairsOn July 3, 2015, I left messages with the receptionist, on Robert’s and John’s voicemail (I called times that day) to confirm again that I was approving the vehicle to be repairedAccording to the shop they "never received the message," delaying repairs for days [redacted] called me asking why the repairs were not approved and I spoke to the representative making them aware of whom to contact and the managers that I spoke with to give the okay for the repairs and that I was assured by the managers that they will commence my repairsI had no reason to delay the repairs after [redacted] agreed to pay the cost of the repairThe vehicle was not finalized on the 20th of July, as that day I called and was told that they had no estimated day of final repairsI lost my rental coverage from [redacted] and had to have friends and family drive me to and from work as I was unable to cover the cost of a car rentalThe dealership refused to provide me with a loaner car and said that courtesy was only extended to their “buying” customersI feel like they really just took advantage of [redacted] and the claim process, delaying the repairs to charge my insurance more moneyNot to mention close to the end of repairsI received a call stating my car was done on a Tuesday at 4:52pm and was told I couldn’t pick up the car because they closed at I then received a call later that night, P.M., and was told that after they were doing a "once over" of my car that they realized the wheel was offThey said that I can come in the following day by lunch to get my carFirst off if my car was done at 4:52, how did you miss my tire being off? also if you were going to stay late why couldn’t I have picked up my car after telling him I would leave work at that time to get there before 5! The following day I waited until P.Mfor a callGot NOTHING! I then called them and was forwarded to Robert’s voicemail over times! I called every minutes until almost o'clock; Not to mention the one receptionist, who is so rude, picked up the phone, was placed on hold while Robert (Body Shop Manager) were having a conversation about other customers for about minutesI then called from another phone and told them that I heard their entire conversationI then decided I was going to show up at the dealership around 3:P.Mon July 28thWhen I pulled up my car was in front of the service center DONE and Robert was at his desk even though I had called MULTIPLE times AND left MULTIPLE voice-mails! So it was very obvious that everyone was ignoring me at this dealershipThe receptionist at the front desk refused my form of payment ( [redacted] Debit card), even they accept credit/debit card paymentsI was told that I would either have to walk to [redacted] and withdraw the cash from my account ($500) or I would have to leave my car until I can payAfter walking to the bank and withdrawing the total cash payment, I scheduled an inspection service with [redacted] Upon inspection at [redacted] , they informed me that my vehicle is in dire need of a wheel alignment; Kelly Risk Free charged [redacted] a total of $for a service that was never rendered to my vehicleMy repairs went from $7,to $10,and I can’t help but think that undamaged parts were repaired so that they could pocket more moneyThe lack of communication and professionalism by this business is beyond comprehension Regards, [redacted]

Good afternoon, I received your email on January 14th and have been trying to call but could not get throughIn regards to my case # [redacted] the latest email requested that I send all my documentation in for the repairs I paid out of pocketI was trying to contact you to speak to you over the phone to advise that I am in the process of moving so all my paper work is currently buried in my storage unit, there's no way I am able to access it at this time, but I wanted to advise you that the dealership does have a copy of all the repairs that I paid for the ***I filed a claim with the Attorney Generals office and they also sent them a copy of the repairs, so the dealership currently has copies of all the repairsI will not be emptying out my storage unit for a few more months and will not have access to all the proof of repairs but wanted to let you know Kelly cars has been advised and given proof on the repairsPlease advise on what I can do from here to get this issues resolved and settledThanks again for your help and your assistance in this matter

Dear Ms [redacted] Re: [redacted] / [redacted] We don't believe our staff at Kelly Buick/GMC did anything wrong, misrepresented the vehicle, or had any attention to deceive Mr [redacted] about the history of the [redacted] he bought in 2013.As indicated by Mr [redacted] the history report at that time did not show any accidents for this car This is supported by a signed statement from the customer who traded in the car where she attested to no knowledge of any accident history It appears we sold the car in good faith operating with the facts available at that time The inclusion in the [redacted] report of a page from another vehicle's report is no indication of a grand plot to deceive In most dealerships these reports are printed for several cars at the same time and it's quite possible that a page from another vehicle inadvertently mixed in with the [redacted] report.Unfortunately, the vehicle was involved in an accident and it shows on a current Auto check report However, all the evidence indicates that the vehicle history report did not display the accident at the time of trade in or sale to Mr [redacted] Accident databases are far from perfect or always current and this is not an isolated incident So, although we did nothing wrong, in the interest of customer relations, we have attempted to trade Mr [redacted] out of his car Upon further review/reflection we sympathize with Mr [redacted] 's position and decided to sweeten our offer Russ C***, our General Sales Manager, will reach out to Mr [redacted] with a revised proposal.Best Regards,Greg K***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:It doesn't matter whether or not the vehicle was purchased from or serviced at this location Whether I took it back there or not after the "service" does not change the fact that they ruined my transmission What matters is that customers are aware that their service department is less than stellar and anyone should beware of taking their vehicle to this location It would have been silly for me to return to them after the issues arose from their servicing my vehicle, as I have no doubt they would have blamed the issue on something else and in no way taken accountability for the problem That's what they did when I came to pick up my vehicle from the service and the price I was quoted had almost doubled It wasn't their fault, it was because of the transmission in the vehicle (They had known the make and model of the vehicle at the time of the quote and that transmission was standard on that vehicle) It does not matter to me whether they resolve the issue at this point, what matters is that consumers know what to expect from this business Regards, [redacted]

March 5,
Kindly allow this letter to serve as affirmation of our receipt of Revdex.com Complaint ID *** as well as our response to that complaintPrior to beginning our response, I should state that the ***'s have retained legal counsel, we have opted to defend their complaint,
and we have referred this matter to our counsel who advises us to avoid going into very much detail in our response to your officeTowards that end I will be brief and may elect not to respond to any further letters from your office regarding this matter should our counsel so advise us
Allow me to begin by stating that our position is that we did nothing wrongNo pressures were brought to bear on the ***s, who willingly signed and accepted delivery of a *** for a monthly payment of $per month on February 5, They make claim that it was their intent to exercise a 3-day money back guarantee and that they were denied this optionThat is simply untrueThe ***s did in fact contact us one day after taking delivery of the *** and did in fact ask about that optionAt that time we made an appointment to meet with them on February 8,to discuss that possibilityPrior to that scheduled appointment but subsequent to their initial call, on February 7, 2014, the ***s brought us their trade vehicle, which was unavailable at the time paperwork was signedThey failed to keep their appointment the next day to discuss the 3-day money back guaranteeFurther, they paid us the final $that was owed by them as part of this agreement on February 18,
The actions of **and *** subsequent to their phone call to us on February 6, serve to ratify that their decision was to keep the *** and not return it and that their proposed resolution -which is completely ridiculous by the way, may be motivated by something very different than buyer's remorse
I proposed two solutions to the ***'s attorney which have been rejected:
1. That the ***'s may return the *** to our store and we would be willing to reverse their deal provided that we are presented certified funds in the amount that we paid to satisfy the loan on their ***, plus the amount that we paid to recondition their *** both mechanically and cosmeticallyThese items are enumerated below and copies of our internal repair order and vehicle cost detail were included for their attorney's reviewWe would be wilting to do title work for them gratis and would refund their $down payment
Payoff of *** to *** Bank Mechanical reconditioning Cosmetic reconditioning Total
This offer was rejected
2. Alternatively, should the ***'s have desired to keep the ***, we would have been willing to buy down the interest rate on their loan so that their monthly payments would be reduced to $per monthAs stated by me in our telephone conversation, the term of the loan would remain months through *** *** Bank
This offer was rejected
What was proposed by the ***'s was that we buy down their Interest rate even furtherWhat we had offered already required us to pay the bank more than $to lower the interest rate below what their credit qualifies them forAdditionally, the ***'s also want us to pay them the amount of the payoff on the traded *** plus their deposit back-even though we've already paid the amount that they owed to the bank that held the loan or> the ***That means, to do what they propose, we would have essentially paid $for the *** or $for the *** and an assessed penalty of $plus the $interest buy down to the ***'sWe welcome our day in court so that we can hear the ***'s attorney explain to a judge how that makes sense
In closingI've tried to make reasonable accommodations regarding this transactionI've invited the ***'s and their attorney to meet with me and our counselI've proposed significant - overly fair, incredibly reasonable solutions even though we aren't required to do soWhile I maintain an optimistic outlook and hope for an amicable solution, I suspect this impasse will need to be settled by an arbitrator - not your office
Very truly yours,

Kindly allow this document to serve as confirmation that we have received the above referenced Complaint from your office, on behalf of *** ***Because it is Ms***' contention, outlined in her complaint, that she has retained legal counsel in this matter, I'm not certain just how much
effort we are allowed to put forth towards reaching out to Ms***That will make this process cumbersome and likely fruitless.We do not contest Ms***' recollection regarding the purchase of the ***, nor her purported initial conversations with her sales person, Travis N***, or the sales manager, Bill E***If Ms*** has only one key, will happily provide a second key at no charge to herLikewise, we do not take exception with regards to repairing or replacing the weather stripping on the rear passenger door although that item would not be covered under any warranty Ms*** purchased, could have purchased or was given with the *** ***.The vehicle Ms*** purchased was furnished with a month, 3,limited powertrain warrantyThat Warranty would not have covered the disc cod changer and we take exception to repairing that for herI would assume that the issue where the car "wouldn't come out of gear" likely would have been covered as would what she references as "The $computer." We had in fact ordered the component she referenced which is a WIN ModuleThat part is on national backorder and has not yet been shipped to us.Regarding Ms***' claim that she has spent nearly $repairing the *** ***, we would ask that she provide us with copies of receipts for the work done to the car but will reserve comment until they are provided.Lastly, Ms*** claims that she visited a car dealership and was shown a *** report that stated that the *** *** was "claimed as a total loss in and was an R title." This statement is just plain incorrectI have attached an Auto Check Vehicle history report that does not show that and even more conclusively, information from the Pennsylvania Department of Motor Vehicle's Online Registration System that shows as of 12/18/2015, this *** *** has a clean titleGiven that piece of data, We must take exception to Ms***' levying of accusations and comments regarding the title status and history of the *** *** and can only speculate why the other dealer would te her Such blatant falsehoods.We look forward to working with your office and Ms*** to reach an agreement where both the Kelly Automotive Group and Ms*** feel treated fairly, but we do not think that it is fair for Ms*** to expect us to warranty a $12,000, year old SUV with nearly 85,miles on it like it was a brand new, $40,SUVWe await your reply.Very truly yours,General Manager Kelly Chrysler Dodge *** Mitsubishi

Handwritten Attachment

Revdex.com
This letter is in
response to complaint ID # ***, *** *** and her *** ***
On August *** brought in her ***
*** with 85,miles to our service department. At that time she requested we Perform a
Transmission
Service and a Lube Oil and Filter.
All work was performed and completed as authorized. *** paid for the repairs and left with
her vehicle. This vehicle was not
purchased from us nor was it ever in our service department before this dateThis
is the first we are hearing of any issues she might be having months
later. If she is having an issue and
would like us to take a look at it we will do so. My number is ###-###-####.
Thank You
Dan M***

My name is Rodney M*** and I am the service Director here at Kelly Buick GMC. I spoke to the customer exsplained the concern he had was corrected at no charge and if he has any further concerns to let me knowAs of today I have not been contacted that there is any new concernsThe day warranty has since exspired by far and I am now left to address the question of why the customer did not opt to purchase an exstended warranty at the time of purchaseI have worked with our finance manager as well as the sales manager in an attempt to find a warranty company who will provide a warranty on his vehicle after time of purchaseThe good news is we were able to find a company who will cover his vehicle the terms and fees are as follows 1) year thousand miles with a $dollar deductible is $1709.002) year thousand miles with $dollar deductable is $1932.003) year thousand miles with a $dollar deductable is $2362.004) year thousand mile with a $dollar deductable is $2774.00 Please let me know if there is anything I can do in the future Rodney M*** Service and parts director Kelly Buick GMC

To whom it may concern:
yes;">
8/5/
This letter is in response to id # ***, ***
***
***S VEHICLE WAS TOWED INTO THE BODYSHOP 6/22/WE
RECEIVED INSURANCE ESTIMATE 6/CALLED CUSTOMER TO GET OK OVER PHONE TO START
JOB AND ORDER PARTS, *** GAVE ME THE OK TO ORDER ALL THE *** PARTS BUT NOT
THE USED PARTS, *** WANTS THE INSURANCE TO ONLY PUT NEW PARTS (***) ON! SO
I WENT TO PARTS AND ODERED ALL THE *** PARTS , AND HAD THEM SEE IF THEY COULD
PRICE MATCH THE USED PARTS ,THE AMOUNT WAS TO MUCH TO MATCH , SO I CALLED
*** *** WHO IS THE ESTIMATER THAT WROTE THE ESTIMATE FROM ***(***
HAD INFORMED THE OWNER THAT I SHOULD BE ABLE TO HELP THE CUSTOMER OUT
WITH THE USED PARTS AND GET NEW)I TOLD *** I COULDN’T MATCH AND WHAT DID HE
WANT US TO DO HE WASN’T GOING TO CHANGE
HIS ESTIMATE SO I CALLED THE CUSTOMER AND TOLD HIM WHAT I TRIED TO DO
AND GOT NOW WHERE, THAT’S WHEN THE CUSTOMER TOLD ME AGAIN THAT HE AND HIS
PARTNER WILL NOT TAKE USED PARTS AND THEY WHERE GOING TO GO AFTER *** LEGALLYABOUT A
WEEK OR SO LATER A RECEIVED A CALL FROM ADJUSTER FROM *** ASKING ABOUT
THE REPAIR STATUS , I TOLD HIM THE CUSTOMER DOESN’T WANT USED PARTS AND HE IS
PLANNING LEGAL ACTION AGAINST THE INSURANCE COMPANY HE TOLD ME OK AND THAT HE
WAS GOING TO CALL THE OWNER AND TELL HIM TO GET OUT OF RENT AND TO PICK UP
THERE CAR FROM THE SHOP… WE RECEIVE A CALL 7/FROM THE CUSTOMER AND GAVE US OK
TO START REPAIRS
7/TORE DOWN FOR SUPPLEMENT 7/CALLED SUPPLEMENT
@9:7/RECEIVED SUPPLEMENT ESTIMATE 7/ODERED SUPPLEMENT PARTS
BETWEEN 7/AND 7/RECEIVED ALL SUPPLEMENT PARTS WE FIINSH VEHICLE AND
CALLED CUSTOMER TO PICK UP,CUSTOMER CAME IN 7/TO PAY BILL AND PI
DODGE DART
This information was provided to me by our Body Shop manager
John C***
Thank You
Dan M***
***@kellycar.com

I am writing you back in reference to complaint ***Ms*** brought her vehicle in for the wheel drive system to be diagnosed nothing elseWe were able to complete the diagnoses on her wheel drive system in hours verses hours which is a good thing because the bill was much lessOriginally we thought it would take a lot longer to diagnose her wheel drive system because the vehicle had so many other wiring issuesAs far as the repairs to the headlights we did not just slap the repairs together we repaired a ground:wire for the headlights onlyThe headlights system on this vehicle has been modified for high intensity lightingAs stated before her vehicle needs a transfer case module to fix the wheel drive systemMs*** declined those repairsOur offer still stands as before if the customer would like us to replace the transfer case module at the estimate of $dollars plus tax we would gladly give her a 10% discount.SincerelyKelly Buick GMC Service DirectorGregory H***

Dear Ms***
Re: *** ***/***
We don't believe our staff at Kelly Buick/GMC did anything wrong, misrepresented the vehicle, or had any attention to deceive Mr*** about the history of the *** he bought in As indicated by
Mr. *** the history report at that time did not show any accidents for this car. This is supported by a signed statement from the customer who traded in the car where she attested to no knowledge of any accident history. It appears we sold the car in good faith operating with the facts available at that time. The inclusion in the *** report of a page from another vehicle's report is no indication of a grand plot to deceive. In most dealerships these reports are printed for several cars at the same time and it's quite possible that a page from another vehicle inadvertently mixed in with the *** report.Unfortunately, the vehicle was involved in an accident and it shows on a current Auto check report. However, all the evidence indicates that the vehicle history report did not display the accident at the time of trade in or sale to Mr***. Accident databases are far from perfect or always current and this is not an isolated incident So, although we did nothing wrong, in the interest of customer relations, we have attempted to trade Mr*** out of his car. Upon further review/reflection we sympathize with Mr***'s position and decided to sweeten our offer. Russ C***, our General Sales Manager, will reach out to Mr*** with a revised proposalBest Regards,
Greg K***

We have offered to resolve his issue by repairing the door

Good afternoon, I received your email on January 14th and have been trying to call but could not get through. In regards to my case #[redacted] the latest email requested that I send all my documentation in for the repairs I paid out of pocket. I was trying to contact you to speak to you over the phone to advise that I am in the process of moving so all my paper work is currently buried in my storage unit, there's no way I am able to access it at this time, but I wanted to advise you that the dealership does have a copy of all the repairs that I paid for the [redacted]. I filed a claim with the Attorney Generals office and they also sent them a copy of the repairs, so the dealership currently has 2 copies of all the repairs. I will not be emptying out my storage unit for a few more months and will not have access to all the proof of repairs but wanted to let you know Kelly cars has been advised and given proof on the repairs. Please advise on what I can do from here to get this issues resolved and settled. Thanks again for your help and your assistance in this matter.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  I am satisfied with the offer that was made to me by the company I complained about. No further action required. Thank you.Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I will be more than happy to send you photos of the way your "tech" "fixed" my truck and also left a wire hanging. If my truck catches fire because of your stupity, your going to have a huge law suit on your hands!! There was a better way to fixing those headlights and again your lazy techs did not want to fix it right. You keep jumping back to the 4 wheel drive, it wasn't all about the 4 wheel drive. He did not find the proper wires still causing all the corruption's that I asked your tech to look at, the second day I came in.  I will not take your offer as you STILL do not fix it properly & I WILL DO IT MYSELF OR HAVE MY BOYFRIEND DO IT FROM NOW ON, I DO NOT NEED LAZY UNTRAINED TECHS WHO DO NOT KNOW WHAT THEY ARE DOING WORKING ON MY TRUCK!!!
With that being said, it will not return to your shop ever again and when it catches fire from your tech leaving open wires, we will be In contact (: 
Good Day Sir! 
Regards,
[redacted]

[redacted]
 [redacted]
I am rejecting this response because:  The statement by the Kelly Group Service Manager stating the repair was made at no charge is a misrepresentation of their service.  The "service" the repair technician completed on the day the Service Manager described involved the vehicle in question being placed on a lift and an oil leak was wiped away from the engine.  The mechanic then took the vehicle for a test drive and returned the vehicle on the lift to check for an oil leak.  There was no repair completed and I would define his answer as a misrepresentation of fact, therefore a lie.  Regarding working with Finance Manager Joe W[redacted] about a warranty, this employee refused to provide an extended service agreement due to his statement that the vehicle has a pre-existing problem and therefore, he would not offer any warranty.   Finance Manager Joe W[redacted] statement conflicts with Sales Manager Russ C[redacted] statement which described the vehicle having no problems.  Both employees were standing in close proximity within the same room conflicting each others opinion during the the conversation.    I would like to thank the Revdex.com for their invaluable service and tool as an attempt to satisfy disputes.  The matter involving the Kelly Group is not settled and will be pursued through the Attorney General's Office as another possible venue.  I will offer my experience with the Kelly Group to anyone I may encounter and speak frankly about their type of people and business conduct which ultimately harms the community.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: There was a HUGE lack of communication between everyone regarding my repairs. I had contacted the dealership multiple times and left messages and was held in the dark. I spoke with both repair managers (Robert and John) about approving the parts early in the repair process; on July 2, 2015 I spoke with both managers, giving the okay to proceed with repairs. On July 3, 2015, I left messages with the receptionist, on Robert’s and John’s voicemail (I called 4 times that day) to confirm again that I was approving the vehicle to be repaired. According to the shop they "never received the message,"  delaying repairs for 5 days.
 
[redacted] called me asking why the repairs were not approved and I spoke to the representative making them aware of whom to contact and the managers that I spoke with to give the okay for the repairs and that I was assured by the managers that they will commence my repairs. I had no reason to delay the repairs after [redacted] agreed to pay the cost of the repair. The vehicle was not finalized on the 20th of July, as that day I called and was told that they had no estimated day of final repairs. I lost my rental coverage from [redacted] and had to have friends and family drive me to and from work as I was unable to cover the cost of a car rental. The dealership refused to provide me with a loaner car and said that courtesy was only extended to their “buying” customers. I feel like they really just took advantage of [redacted] and the claim process, delaying the repairs to charge my insurance more money.
 
Not to mention close to the end of repairs. I received a call stating my car was done on a Tuesday at 4:52pm and was told I couldn’t pick up the car because they closed at 5. I then received a call later that night, 6 P.M., and was told that after they were doing a "once over" of my car that they realized the wheel was off. They said that I can come in the following day by lunch to get my car. First off if my car was done at 4:52, how did you miss my tire being off? also if you were going to stay late why couldn’t I have picked up my car after telling him I would leave work at that time to get there before 5! The following day I waited until 12 P.M. for a call. Got NOTHING! I then called them and was forwarded to Robert’s voicemail over 6 times! I called every 15 minutes until almost 3 o'clock; Not to mention the one receptionist, who is so rude, picked up the phone, was placed on hold while Robert (Body Shop Manager) were having a conversation about other customers for about 15 minutes.
 
I then called from another phone and told them that I heard their entire conversation. I then decided I was going to show up at the dealership around 3:15 P.M. on July 28th. When I pulled up my car was in front of the service center DONE and Robert was at his desk even though I had called MULTIPLE times AND left MULTIPLE voice-mails! So it was very obvious that everyone was ignoring me at this dealership. The receptionist at the front desk refused my form of payment ([redacted] Debit card), even they accept credit/debit card payments. I was told that I would either have to walk to [redacted] and withdraw the cash from my account ($500) or I would have to leave my car until I can pay.
 
After walking to the bank and withdrawing the total cash payment, I scheduled an inspection service with [redacted]. Upon inspection at [redacted], they informed me that my vehicle is in dire need of a wheel alignment; Kelly Risk Free charged [redacted] a total of $99.99 for a service that was never rendered to my vehicle. My repairs went from $7,000 to $10,000 and I can’t help but think that undamaged parts were repaired so that they could pocket more money.
 
The lack of communication and professionalism by this business is beyond comprehension.
Regards,
[redacted]

Customer returned to the dealership and had vehicle checked.  No concern was found at that time.  Customer spoke with our service and parts director in depth and will return with the vehicle if concern returns. As of 9/29/2016 customer has not called and or returned with any concerns. We...

here at Kelly Buick GMC take all customers concerns seriously and will always make an attempt to make sure our customers are taken care of and satisfied with all purchaes.