We respectfully disagree with the claimant’s contention that her vehicle did not need a new wheel rim To the contrary, the rim was bent and that is the reason that the tire was losing air when she came to our Dealership on January 17th The attached photograph shows her bent wheel rimThis photograph was shared with the claimant when she was in our Dealership and she agreed to proceed with the repairFurthermore, her tire is no longer losing air, as she reported tire pressures on February and February 6th We contend that this is because the bent rim was replaced and is no longer causing the tire to lose airWe regret that this situation is causing the claimant stress and that she no longer wishes to discuss it with us (as she hung up on our Service Manager yesterday); however, we do not feel that we owe her a refund for the rim we replaced, as the rim replacement has solved the problem of her tire losing air
Thank you to the Revdex.com for the opportunity to respond to the case filed by [redacted] (Case ID [redacted] )On 8/1/16, Ms [redacted] originally came to our Service Department with a concern of a water leak from the right front door area and dripping from the headliner We diagnosed the leak and repaired the seal around the right side of the sunroofMs [redacted] was charged a total of $for this repairOn 8/4/16, Ms [redacted] returned to our Dealership because her airbag light was illuminated We performed a diagnosis, at no additional charge to her, and determined that the water from the original leak had entered part of the harness to the air bag system To completely diagnose the extent of the water intrusion, it would be necessary for us to remove the headliner We explained to Ms [redacted] that she would need to authorize hours of labor time to remove the headliner and diagnose the extent of the water intrusion We offered to perform this diagnosis at a discounted labor rate Ms [redacted] declined to have any further diagnosis or repairs performedIt is our contention that the water intruded the headliner during the initial water leak (water was leaking from the headliner when we first diagnosed the leak), and several days later made its way to the airbag harness system, causing the illumination of the airbag warning light The initial repair paid for by Ms [redacted] repaired the leak and prevented further water from entering her system, but did not necessarily solve problems that might arise due to water that had already infiltrated her system prior to the repairAt the time her vehicle was in for the initial repair, there was no airbag light and therefore it was not possible to determine the extent (if any) that water enters a system if there is no prior sign of a concern If the airbag light had been illuminated at that time, we could have at that time advised the customer of the need to further diagnose the concern The initial repair Ms [redacted] paid for repaired the leak It did not repair anything that might arise as a result of water that entered her systems prior to the leak being repaired Therefore, we maintain that Ms [redacted] is not owed free repairs from our Dealership However, in the spirit of Revdex.com compromise and to help resolve Ms [redacted] situation, we would like to offer to perform further diagnosis of her water damage at a discounted labor rate The retail rate of the hour diagnosis we is $plus taxWe already offered to perform the diagnosis for $plus tax, which did not satisfy her In an effort to compromise and help her, we are willing further drop the price to perform the diagnosis to $plus tax Once the headliner is dropped and the diagnosis is complete, any additional parts and labor needed to complete the repair will also be offered at a discounted rate set simply to cover Dealership costs
Thank you to the Revdex.com for the opportunity to respond to the case filed by [redacted] *Case ID [redacted] )We are sorry that the claimant was frustrated and feels we are dishonest We regret that he will not be returning to our Dealership However, we respect that decisionWe also stand behind the work that we originally did, which we confirmed when we brought him back to the Dealership to examine his new concern two weeks after his cylinder repair We disassembled the area of concern and do not feel that we damaged or otherwise caused the problem with his wiper switch during the unrelated repair we performed In an effort to alleviate his concerns, we offered a discounted repair, which he declined To reiterate, we are sorry for his frustrations, but we are not willing to refund him money that he did not pay to us
Hello, Im writing you to let you know that Im still having issues with Dave GillMy air conditioner is still very loud and they claimed they've fixed itWhat else can I do about this? My customer complaint number is: [redacted] Please email me at [redacted] Thanks
Please note the attached imageThis cable directly above the lock cylinder was adjusted or otherwise disconnected during the warrantied repair workThe cable was connected loosely causing a short and malfunction This area was exposed during working on the cylinder, as Mr [redacted] stated that it had taken his tech all day to work on a hour job and when I picked up up it wasn't ready because all of the trim meet needed put back onto the vehicleI do not accept the logic behind their response Complaint: I am rejecting this response because: Regards, Nicholas Unger
Thank you to the Revdex.com for the opportunity to respond to the case filed by Lisa C [redacted] (Case ID [redacted] ) The claimant first accuses us of not assisting her husband when he was towing her vehicle out of our Dealership We are not aware that he ever asked for assistance It is not standard procedure for us to assist tow truck drivers in performing their duties However, if informed about vehicle location or maneuverability concerns, we are willing to assist To our knowledge, the claimant’s husband never made anyone aware that he needed assistance with towingWe feel that it is not fair to accuse us of not assisting when assistance was never requested The claimant complains of a plastic piece under her car that was repeatedly taped to secure it in place The claimant was aware that was how we were repairing that plastic piece for years It was reviewed with her by her regular Service Advisor each time she complained of the rattle We used tape to secure the piece because the claimant did not wish to pay to replace the part The claimant complains of two repairs that she claims were not performed correctly – a concern with her dash and a concern with her turn signal In the case of the dash, since the repair was completed, we have not been given the opportunity to examine where and how the problems apparently exist As the claimant was told several months ago when she was called by our Service Manager, we are happy to address workmanship concerns because we stand behind our work However, it is not our policy to refund money without the opportunity to examine and correct the concerns Regarding the turn signal, we did replace a turn signal switch in June and a bulb and socket in July These are two separate repairs that are not related to each other and repaired the claimant’s concerns at the timeIf she continues to experience problems with her turn signal, then we need to inspect the vehicle and her current concerns to determine if they are related to the repair we performed Regarding the claimant’s engine – a check engine light can come on for hundreds of different reasons Because it came on several times in the months or years leading up to her engine failure does not mean that the engine failure could have been predicted or foreseen The money that the claimant spent in was related to a number of different concerns with her steering, brakes, tires, and suspension Spending money to perform repairs on these items unfortunately does not guarantee that no problems will occur with the engine, especially on a vehicle that is years old We regret that the claimant no longer trusts our Dealership or the repairs we performed on her vehicle We also regret that she is frustrated with the number of repairs that were needed on her vehicle However, we have detailed records of the claimant’s documented concerns over the years and the actions we took along the way to address them We stand behind the repairs we performed and how we communicated our corrective actions to her Our position regarding her complaints remains the same as when she wrote her letter several months ago, after which we did follow up with her to attempt to address her concerns: we are happy to reexamine her remaining concerns with the repairs we did perform on her dash and her turn signal, but we cannot refund money to her without being able to diagnose that those concerns exist and that they are related to a repair that she paid for
Thank you to the RevDex.com for the opportunity to respond to the case filed by [redacted] (Case ID [redacted] ) The vehicle referenced in the claimant’s complaint was brought to our Service Department by Ms [redacted] in November for repairsAt that time, Ms [redacted] had many stated concerns with the vehicle In addition to a General Motors recall that needed to be performed, Ms [redacted] also indicated that the car sometimes would not start and that the check engine light was illuminated After a complete diagnosis, our technicians determined that the car needed a new battery, water pump, oil pan gasket, oil pressure sensor, and front brakes Ms [redacted] was given an estimate for $2,to complete all of the repairs, which she approved (See attached documentation, showing Ms***’s signature in two different places on the Preliminary Estimate paperwork.) When Ms [redacted] brought the vehicle to our Dealership, she told us it was her vehicle She gave us her contact information We communicated only with her regarding the necessary repairs to the vehicle The license plate of the vehicle has a vanity plate with Ms***’s name on it There is no reason for our Dealership to believe that she was not authorized to approve repairs to the vehicle Our Dealership obtained proper authorization for vehicle repairs After repairs to the vehicle were complete, our Dealership made numerous contacts and attempts to contact Ms [redacted] to come pay for the repairs and retrieve her vehicle At one point, we were asked to change the name on the paperwork to “ [redacted] ***,” so that a claim could be made with the VA to obtain payment In August of 2015, our Service Manager Glenn H [redacted] called the ***s to discuss the status of the VA case and while on the phone with Mr***, Ms [redacted] could be heard in the background yelling “Don’t talk to those people!” and then the phone was hung up We have other documented unanswered phone calls and voicemails throughout the months that the vehicle remained at our Dealership awaiting payment and pickup The vehicle sat in our Dealership’s secure lot for over months Near the end of March 2016, the vehicle’s lien holder repossessed the vehicle from our lot In his complaint, Mr [redacted] states that “General Motors and Glenn” repossessed his vehicle This is not true Our Dealership did not order the repossession and has no responsibility for the repossession of a vehicle by a lending institution The reasons for and the timing of the repossession are solely between the ***s and their lending institution In summary, it is our Dealership’s position that: 1) We obtained proper authorization to complete repairs on the vehicle in question, 2) The ***s must work through their concerns regarding the vehicle’s repossession with their lending institution, and 3) As described above, our Dealership made numerous efforts to work with the ***s to bring resolution to this matter; therefore, we respectfully disagree with any statements that indicate that we “didn’t have the character to call and tell me what happened” and “took advantage of an elderly man.”
The claimant brought her vehicle to our Dealership on Friday 5/8/15 so we could review with her the damage she claims we caused. We never worked on this vehicle; we simply parked it for her as a courtesy while she drove her other vehicle home. We do NOT believe that the damage to handle was... caused by our driver, as he had no reason to adjust that handle when he was simply driving the vehicle for a short distance to park it. Furthermore, the seat cushion has been compressed through years of use and likely caused the handle to fall off prior to being parked at our facility. However, in the spirit of compromise and because we wish to settle this matter and move forward, we will reimburse the claimant for the amount needed to repair the seat handle on her vehicle. In her claim, she states that she wishes to receive $1000 to repair her vehicle. This is an excessive amount. Two parts are needed to repair the seat - a handle and a cover cap. Our cost on these two parts is $76.07. A half-hour of technician time is needed to install them. Therefore, we will give the claimant a check for $121.18 to cover repair of her seat handle. She may use that money to repair her vehicle in any manner she wishes at any other repair facility she wishes. In exchange for this settlement, this matter must be considered closed by all parties involved. Dave Gill Chevrolet will not be held accountable for additional problems that occur with any of the claimant’s vehicles.
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI appreciate the attempts from Dave Gill to work with GM to make this right Regards, [redacted]
Since the consumer reopened this complaint days ago, we have left her three voicemail messages in an attempt to determine a two things: First, is she experiencing different noises than when she last picked up her vehicle? When she picked it up, it was explained to her by our Service Manager Glenn Hthat although she feels that the A/C noises she is hearing are loud, they are for her vehicle make, model, and year MrHdemonstrated that on one of our stock units at the time and the claimant accepted this Second, if she is experiencing different noises, we need to arrange a time for her to bring her vehicle in to meet with MrHise so we can diagnose those noises Each of our three voicemail messages to the claimant have gone unreturned MrHneeds to receive a call back from the consumer in order for us to proceed Until we hear back from the consumer, we stand by our original response to this complaint and all of the different measures we took to resolve the consumer's concerns We respectfully request that this complaint be closed once again
Since receiving claimant’s complaint, Dave Gill Chevrolet has been working directly with her to resolve any remaining concerns she may have with her vehicle We regret that the claimant has experienced various noise and driveability issues with her vehicle but we feel confident that we have resolved any remaining concerns at this time We also regret that the claimant has spoken to so many people in our Service Department and felt that she was not given clear answers regarding what we diagnosed and repaired on her vehicle In order to streamline communications and ease her concerns, our Service Manager Glenn Hise has been communicating personally and directly with the claimant since she filed her Revdex.com complaint The concern that prompted the claimant’s complaint was with the air conditioning Since the complaint was filed, we have diagnosed and repaired that noise and returned the vehicle to the claimant MrHise followed up with her to ensure that she was no longer experiencing noises or driveability issues She indicated that there was another noise she was hearing, so MrHise arranged for her to drop her vehicle off at our Dealership this morning (June 9) MrHise rode in the vehicle with the claimant so he could hear the same noise she was hearing After re-checking her vehicle as well as comparing the noise to noises made by other stock vehicles on our lot, we have determined that the current noise the claimant is hearing is a noise of vehicle operationHer vehicle is operating normally at this time MrHise has explained this information to the claimant, and she plans to come pick her vehicle up on Wednesday June We would like to note that all of the repairs performed on the claimant’s vehicle were performed at no charge to her They were all covered either by her Certified Pre-Owned factory warranty or internally by Dave Gill Chevrolet This is also true for replacement loaner vehicles the claimant drove each time we worked on her vehicle Furthermore, because of the engine work that was performed on the claimant’s vehicle in April, Dave Gill Chevrolet worked to secure a goodwill warranty from General Motors that covers her engine component for an additional years or 24,miles (until April or 103,miles) This coverage extends beyond the Powertrain Warranty that came with the purchase of her vehicle We regret the claimant’s frustrations with regards to our communication and her vehicle repairs However, we feel that we have taken the necessary steps to resolve this complaint: - A single point of contact (Service Manager Glenn H.) for voicing her remaining concerns - Driving the vehicle with MrHthis morning to ensure we could address a remaining noise concern - Confirmation that repairs have been completed properly and any remaining noises are part of vehicle operation - All diagnoses and repairs performed at no charge to claimant - Free loaner vehicle to drive at all times while we worked on her vehicle - Procurement of additional engine warranty coverage
We have spoken to the [redacted] family, today Saturday, March 10, and have agreed to work through the issue with the DVD playerWe agreed to have a service appointment set for them at their earliest convenience so we can diagnose what is causing the DVD player to not workWe will then determine the next course of action with that information
Mr***,I hope your visit to the dealership since this complaint was filed has allayed some of your concerns We can't reiterate enough how sorry we are about the delay in the processing of your paperwork As Lisa shared with you, we encountered an unexpected and rare complication with the title of your Cadillac, which was not disclosed to us by the previous owner and was not visible to us through the online title checks we perform as part of our due diligence on out-of-state tratitles That said, we take seriously the fact that you are our customer and are counting on us to complete your deal quickly and without incident We are so sorry that we have not been able to fulfill those expectations in this case, despite our best efforts As for the Cadillac, we will of course extend the terms of our 30-day warranty to ensure that your concerns about the check engine light are addressed at no cost to you I believe Lisa shared that with you during your visit, as well It is my understanding that since we have just received clear title to your Cadillac, we will be able to complete processing in short order I believe you picked up your plates this morning and that final processing of your trade is now p***ible as well Thank you again for your business, Mr*** We will continue to approach your deal with an appropriately strong sense of urgency until it's brought to completion Thank you for your patience.Best regards, David V [redacted] General Manager
We respectfully disagree with the claimant’s contention that her vehicle did not need a new wheel rim To the contrary, the rim was bent and that is the reason that the tire was losing air when she came to our Dealership on January 17th The attached photograph shows her bent wheel rimThis photograph was shared with the claimant when she was in our Dealership and she agreed to proceed with the repairFurthermore, her tire is no longer losing air, as she reported tire pressures on February and February 6th We contend that this is because the bent rim was replaced and is no longer causing the tire to lose airWe regret that this situation is causing the claimant stress and that she no longer wishes to discuss it with us (as she hung up on our Service Manager yesterday); however, we do not feel that we owe her a refund for the rim we replaced, as the rim replacement has solved the problem of her tire losing air
Thank you to the Revdex.com for the opportunity to respond to the case filed by [redacted] (Case ID [redacted] )On 8/1/16, Ms [redacted] originally came to our Service Department with a concern of a water leak from the right front door area and dripping from the headliner We diagnosed the leak and repaired the seal around the right side of the sunroofMs [redacted] was charged a total of $for this repairOn 8/4/16, Ms [redacted] returned to our Dealership because her airbag light was illuminated We performed a diagnosis, at no additional charge to her, and determined that the water from the original leak had entered part of the harness to the air bag system To completely diagnose the extent of the water intrusion, it would be necessary for us to remove the headliner We explained to Ms [redacted] that she would need to authorize hours of labor time to remove the headliner and diagnose the extent of the water intrusion We offered to perform this diagnosis at a discounted labor rate Ms [redacted] declined to have any further diagnosis or repairs performedIt is our contention that the water intruded the headliner during the initial water leak (water was leaking from the headliner when we first diagnosed the leak), and several days later made its way to the airbag harness system, causing the illumination of the airbag warning light The initial repair paid for by Ms [redacted] repaired the leak and prevented further water from entering her system, but did not necessarily solve problems that might arise due to water that had already infiltrated her system prior to the repairAt the time her vehicle was in for the initial repair, there was no airbag light and therefore it was not possible to determine the extent (if any) that water enters a system if there is no prior sign of a concern If the airbag light had been illuminated at that time, we could have at that time advised the customer of the need to further diagnose the concern The initial repair Ms [redacted] paid for repaired the leak It did not repair anything that might arise as a result of water that entered her systems prior to the leak being repaired Therefore, we maintain that Ms [redacted] is not owed free repairs from our Dealership However, in the spirit of Revdex.com compromise and to help resolve Ms [redacted] situation, we would like to offer to perform further diagnosis of her water damage at a discounted labor rate The retail rate of the hour diagnosis we is $plus taxWe already offered to perform the diagnosis for $plus tax, which did not satisfy her In an effort to compromise and help her, we are willing further drop the price to perform the diagnosis to $plus tax Once the headliner is dropped and the diagnosis is complete, any additional parts and labor needed to complete the repair will also be offered at a discounted rate set simply to cover Dealership costs
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me
Thank you to the Revdex.com for the opportunity to respond to the case filed by [redacted] *Case ID [redacted] )We are sorry that the claimant was frustrated and feels we are dishonest We regret that he will not be returning to our Dealership However, we respect that decisionWe also stand behind the work that we originally did, which we confirmed when we brought him back to the Dealership to examine his new concern two weeks after his cylinder repair We disassembled the area of concern and do not feel that we damaged or otherwise caused the problem with his wiper switch during the unrelated repair we performed In an effort to alleviate his concerns, we offered a discounted repair, which he declined To reiterate, we are sorry for his frustrations, but we are not willing to refund him money that he did not pay to us
Hello, Im writing you to let you know that Im still having issues with Dave GillMy air conditioner is still very loud and they claimed they've fixed itWhat else can I do about this? My customer complaint number is: [redacted] Please email me at [redacted] Thanks
Please note the attached imageThis cable directly above the lock cylinder was adjusted or otherwise disconnected during the warrantied repair workThe cable was connected loosely causing a short and malfunction This area was exposed during working on the cylinder, as Mr [redacted] stated that it had taken his tech all day to work on a hour job and when I picked up up it wasn't ready because all of the trim meet needed put back onto the vehicleI do not accept the logic behind their response Complaint: I am rejecting this response because: Regards, Nicholas Unger
Thank you to the Revdex.com for the opportunity to respond to the case filed by Lisa C [redacted] (Case ID [redacted] ) The claimant first accuses us of not assisting her husband when he was towing her vehicle out of our Dealership We are not aware that he ever asked for assistance It is not standard procedure for us to assist tow truck drivers in performing their duties However, if informed about vehicle location or maneuverability concerns, we are willing to assist To our knowledge, the claimant’s husband never made anyone aware that he needed assistance with towingWe feel that it is not fair to accuse us of not assisting when assistance was never requested The claimant complains of a plastic piece under her car that was repeatedly taped to secure it in place The claimant was aware that was how we were repairing that plastic piece for years It was reviewed with her by her regular Service Advisor each time she complained of the rattle We used tape to secure the piece because the claimant did not wish to pay to replace the part The claimant complains of two repairs that she claims were not performed correctly – a concern with her dash and a concern with her turn signal In the case of the dash, since the repair was completed, we have not been given the opportunity to examine where and how the problems apparently exist As the claimant was told several months ago when she was called by our Service Manager, we are happy to address workmanship concerns because we stand behind our work However, it is not our policy to refund money without the opportunity to examine and correct the concerns Regarding the turn signal, we did replace a turn signal switch in June and a bulb and socket in July These are two separate repairs that are not related to each other and repaired the claimant’s concerns at the timeIf she continues to experience problems with her turn signal, then we need to inspect the vehicle and her current concerns to determine if they are related to the repair we performed Regarding the claimant’s engine – a check engine light can come on for hundreds of different reasons Because it came on several times in the months or years leading up to her engine failure does not mean that the engine failure could have been predicted or foreseen The money that the claimant spent in was related to a number of different concerns with her steering, brakes, tires, and suspension Spending money to perform repairs on these items unfortunately does not guarantee that no problems will occur with the engine, especially on a vehicle that is years old We regret that the claimant no longer trusts our Dealership or the repairs we performed on her vehicle We also regret that she is frustrated with the number of repairs that were needed on her vehicle However, we have detailed records of the claimant’s documented concerns over the years and the actions we took along the way to address them We stand behind the repairs we performed and how we communicated our corrective actions to her Our position regarding her complaints remains the same as when she wrote her letter several months ago, after which we did follow up with her to attempt to address her concerns: we are happy to reexamine her remaining concerns with the repairs we did perform on her dash and her turn signal, but we cannot refund money to her without being able to diagnose that those concerns exist and that they are related to a repair that she paid for
Thank you to the RevDex.com for the opportunity to respond to the case filed by [redacted] (Case ID [redacted] ) The vehicle referenced in the claimant’s complaint was brought to our Service Department by Ms [redacted] in November for repairsAt that time, Ms [redacted] had many stated concerns with the vehicle In addition to a General Motors recall that needed to be performed, Ms [redacted] also indicated that the car sometimes would not start and that the check engine light was illuminated After a complete diagnosis, our technicians determined that the car needed a new battery, water pump, oil pan gasket, oil pressure sensor, and front brakes Ms [redacted] was given an estimate for $2,to complete all of the repairs, which she approved (See attached documentation, showing Ms***’s signature in two different places on the Preliminary Estimate paperwork.) When Ms [redacted] brought the vehicle to our Dealership, she told us it was her vehicle She gave us her contact information We communicated only with her regarding the necessary repairs to the vehicle The license plate of the vehicle has a vanity plate with Ms***’s name on it There is no reason for our Dealership to believe that she was not authorized to approve repairs to the vehicle Our Dealership obtained proper authorization for vehicle repairs After repairs to the vehicle were complete, our Dealership made numerous contacts and attempts to contact Ms [redacted] to come pay for the repairs and retrieve her vehicle At one point, we were asked to change the name on the paperwork to “ [redacted] ***,” so that a claim could be made with the VA to obtain payment In August of 2015, our Service Manager Glenn H [redacted] called the ***s to discuss the status of the VA case and while on the phone with Mr***, Ms [redacted] could be heard in the background yelling “Don’t talk to those people!” and then the phone was hung up We have other documented unanswered phone calls and voicemails throughout the months that the vehicle remained at our Dealership awaiting payment and pickup The vehicle sat in our Dealership’s secure lot for over months Near the end of March 2016, the vehicle’s lien holder repossessed the vehicle from our lot In his complaint, Mr [redacted] states that “General Motors and Glenn” repossessed his vehicle This is not true Our Dealership did not order the repossession and has no responsibility for the repossession of a vehicle by a lending institution The reasons for and the timing of the repossession are solely between the ***s and their lending institution In summary, it is our Dealership’s position that: 1) We obtained proper authorization to complete repairs on the vehicle in question, 2) The ***s must work through their concerns regarding the vehicle’s repossession with their lending institution, and 3) As described above, our Dealership made numerous efforts to work with the ***s to bring resolution to this matter; therefore, we respectfully disagree with any statements that indicate that we “didn’t have the character to call and tell me what happened” and “took advantage of an elderly man.”
The claimant brought her vehicle to our Dealership on Friday 5/8/15 so we could review with her the damage she claims we caused. We never worked on this vehicle; we simply parked it for her as a courtesy while she drove her other vehicle home. We do NOT believe that the damage to handle was... caused by our driver, as he had no reason to adjust that handle when he was simply driving the vehicle for a short distance to park it. Furthermore, the seat cushion has been compressed through years of use and likely caused the handle to fall off prior to being parked at our facility. However, in the spirit of compromise and because we wish to settle this matter and move forward, we will reimburse the claimant for the amount needed to repair the seat handle on her vehicle. In her claim, she states that she wishes to receive $1000 to repair her vehicle. This is an excessive amount. Two parts are needed to repair the seat - a handle and a cover cap. Our cost on these two parts is $76.07. A half-hour of technician time is needed to install them. Therefore, we will give the claimant a check for $121.18 to cover repair of her seat handle. She may use that money to repair her vehicle in any manner she wishes at any other repair facility she wishes. In exchange for this settlement, this matter must be considered closed by all parties involved. Dave Gill Chevrolet will not be held accountable for additional problems that occur with any of the claimant’s vehicles.
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI appreciate the attempts from Dave Gill to work with GM to make this right Regards, [redacted]
Since the consumer reopened this complaint days ago, we have left her three voicemail messages in an attempt to determine a two things: First, is she experiencing different noises than when she last picked up her vehicle? When she picked it up, it was explained to her by our Service Manager Glenn Hthat although she feels that the A/C noises she is hearing are loud, they are for her vehicle make, model, and year MrHdemonstrated that on one of our stock units at the time and the claimant accepted this Second, if she is experiencing different noises, we need to arrange a time for her to bring her vehicle in to meet with MrHise so we can diagnose those noises Each of our three voicemail messages to the claimant have gone unreturned MrHneeds to receive a call back from the consumer in order for us to proceed Until we hear back from the consumer, we stand by our original response to this complaint and all of the different measures we took to resolve the consumer's concerns We respectfully request that this complaint be closed once again
Since receiving claimant’s complaint, Dave Gill Chevrolet has been working directly with her to resolve any remaining concerns she may have with her vehicle We regret that the claimant has experienced various noise and driveability issues with her vehicle but we feel confident that we have resolved any remaining concerns at this time We also regret that the claimant has spoken to so many people in our Service Department and felt that she was not given clear answers regarding what we diagnosed and repaired on her vehicle In order to streamline communications and ease her concerns, our Service Manager Glenn Hise has been communicating personally and directly with the claimant since she filed her Revdex.com complaint The concern that prompted the claimant’s complaint was with the air conditioning Since the complaint was filed, we have diagnosed and repaired that noise and returned the vehicle to the claimant MrHise followed up with her to ensure that she was no longer experiencing noises or driveability issues She indicated that there was another noise she was hearing, so MrHise arranged for her to drop her vehicle off at our Dealership this morning (June 9) MrHise rode in the vehicle with the claimant so he could hear the same noise she was hearing After re-checking her vehicle as well as comparing the noise to noises made by other stock vehicles on our lot, we have determined that the current noise the claimant is hearing is a noise of vehicle operationHer vehicle is operating normally at this time MrHise has explained this information to the claimant, and she plans to come pick her vehicle up on Wednesday June We would like to note that all of the repairs performed on the claimant’s vehicle were performed at no charge to her They were all covered either by her Certified Pre-Owned factory warranty or internally by Dave Gill Chevrolet This is also true for replacement loaner vehicles the claimant drove each time we worked on her vehicle Furthermore, because of the engine work that was performed on the claimant’s vehicle in April, Dave Gill Chevrolet worked to secure a goodwill warranty from General Motors that covers her engine component for an additional years or 24,miles (until April or 103,miles) This coverage extends beyond the Powertrain Warranty that came with the purchase of her vehicle We regret the claimant’s frustrations with regards to our communication and her vehicle repairs However, we feel that we have taken the necessary steps to resolve this complaint: - A single point of contact (Service Manager Glenn H.) for voicing her remaining concerns - Driving the vehicle with MrHthis morning to ensure we could address a remaining noise concern - Confirmation that repairs have been completed properly and any remaining noises are part of vehicle operation - All diagnoses and repairs performed at no charge to claimant - Free loaner vehicle to drive at all times while we worked on her vehicle - Procurement of additional engine warranty coverage
A settlement check has been mailed to MsBenjaminCopy is attached
We have spoken to the [redacted] family, today Saturday, March 10, and have agreed to work through the issue with the DVD playerWe agreed to have a service appointment set for them at their earliest convenience so we can diagnose what is causing the DVD player to not workWe will then determine the next course of action with that information
Mr***,I hope your visit to the dealership since this complaint was filed has allayed some of your concerns We can't reiterate enough how sorry we are about the delay in the processing of your paperwork As Lisa shared with you, we encountered an unexpected and rare complication with the title of your Cadillac, which was not disclosed to us by the previous owner and was not visible to us through the online title checks we perform as part of our due diligence on out-of-state tratitles That said, we take seriously the fact that you are our customer and are counting on us to complete your deal quickly and without incident We are so sorry that we have not been able to fulfill those expectations in this case, despite our best efforts As for the Cadillac, we will of course extend the terms of our 30-day warranty to ensure that your concerns about the check engine light are addressed at no cost to you I believe Lisa shared that with you during your visit, as well It is my understanding that since we have just received clear title to your Cadillac, we will be able to complete processing in short order I believe you picked up your plates this morning and that final processing of your trade is now p***ible as well Thank you again for your business, Mr*** We will continue to approach your deal with an appropriately strong sense of urgency until it's brought to completion Thank you for your patience.Best regards, David V [redacted] General Manager