Kipp Scott Pontiac Buick GMC Ltd

Initial Business Response / [redacted] (1000, 8, 2015/11/25) */ Contact Name and Title: Jason G [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @ [redacted] Customer was directed to our service facility by a 3rd party in reference to their broken manifold and replacement as it is covered under [redacted] special Policy outside of general warranty coverage up to a pre determined date or mileageSpecial Policy is not a safety Recall or regular warranty claim as it is designed to replace a specific failed component inside or outside of warrantySpecial Policy related to the vehicle only covers specific components and times to repair, all other repairs outside of warranty are to be looked at as the customers cost of ownershipIn this case it was their first visit to our Service facilityWe inspected the vehicle and found that the exhaust manifold was definitely cracked and confirmed what we would be covered for in reference to the special policy claimUpon removing the required bolts, the broken bolt in question broke off as it was rusted and seizedOur technician then spent several hours to attempt removal of the seized and broken bolt including different methods of extraction which included welding and drillingAt that point the customer was contacted and estimate was given to complete the repairsThe customer was unhappy with the notion that any cost should be incurred by them and said they were quoted $by another facility for the repair and our request was out of lineI asked the customer to provide me with maintenance records or receipts if possible, and they did supply what they could for oil and filter purchases and one half of the Out of Province inspectionI made a phone call to discuss this issue with the appropriate party, it was discussed that [redacted] would cover the special policy as they do not supply coverage for this and the customer should accept some cost as well to repair the issue as the vehicle is no longer covered under factory warrantyThe quote given to the customer and the proper repair was discounted on both parts and laborIn reference to the heli-coil we cannot properly drill out the hole in car, we need to remove the engine components to do this properlyAt that time the parts needing machined would be sent out to the machine shop and they would properly machine the surfaces and possibly insert the heli-coil if neededAs stated above we did weld nuts and also attempted drilling the bolt outAs a non-selling dealer, we have no warranty or guarantee's promised outside of the manufacturer's warranty period Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) New resolution proposed by [redacted] Canada's executive team on Dec Waiting for the repairs to be completed and contact from the dealer upon completion Final Consumer Response / [redacted] (2000, 13, 2015/12/11) */ I have my vehicle backThe vehicle was repaired free of charge with a year warrantyThe assistant service manager also gave me free car washes

Initial Business Response /* (1000, 8, 2015/11/25) */
Contact Name and Title: Jason G[redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
Customer was directed to our service facility by a 3rd party in reference to their broken manifold and replacement as it is covered...

under ** special Policy outside of general warranty coverage up to a pre determined date or mileage. Special Policy is not a safety Recall or regular warranty claim as it is designed to replace a specific failed component inside or outside of warranty. Special Policy related to the vehicle only covers specific components and times to repair, all other repairs outside of warranty are to be looked at as the customers cost of ownership. In this case it was their first visit to our Service facility. We inspected the vehicle and found that the exhaust manifold was definitely cracked and confirmed what we would be covered for in reference to the special policy claim. Upon removing the required bolts, the broken bolt in question broke off as it was rusted and seized. Our technician then spent several hours to attempt removal of the seized and broken bolt including 3 different methods of extraction which included welding and drilling. At that point the customer was contacted and estimate was given to complete the repairs. The customer was unhappy with the notion that any cost should be incurred by them and said they were quoted $400 by another facility for the repair and our request was out of line. I asked the customer to provide me with maintenance records or receipts if possible, and they did supply what they could for oil and filter purchases and one half of the Out of Province inspection. I made a phone call to discuss this issue with the appropriate party, it was discussed that ** would cover the special policy as they do not supply coverage for this and the customer should accept some cost as well to repair the issue as the vehicle is no longer covered under factory warranty. The quote given to the customer and the proper repair was discounted on both parts and labor. In reference to the heli-coil we cannot properly drill out the hole in car, we need to remove the engine components to do this properly. At that time the parts needing machined would be sent out to the machine shop and they would properly machine the surfaces and possibly insert the heli-coil if needed. As stated above we did weld nuts and also attempted drilling the bolt out. As a non-selling dealer, we have no warranty or guarantee's promised outside of the manufacturer's warranty period.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
New resolution proposed by ** Canada's executive team on Dec 2. Waiting for the repairs to be completed and contact from the dealer upon completion.
Final Consumer Response /* (2000, 13, 2015/12/11) */
I have my vehicle back. The vehicle was repaired free of charge with a 1 year warranty. The assistant service manager also gave me 3 free car washes.