Lake Ford, Lincoln, Mercury

I am Writing in response to claim ID [redacted]. This is the first we have learned of any issue regarding this vehicle. It sounds as if the customer was at the [redacted] dealership and got the news the referred to in the claim. At this point we have emailed the customer to try to arrange an inspection on...

the [redacted]. We will work with the customer to resolve the issue.Sincerely,William L. L[redacted] Vice President

Review: I delivered my car to Lake Cheverloet in [redacted], PA before July 1st. My vehicle repair was partially covered under warranty. Finally they finished my car on Aug. 1 or 2. They said they were having trouble contacting my warranty company so I called the warranty company to figure out what the problem was. They told me that they were calling Lakes every day fro July 24th through the 30th and no one would answer the phone. I believe my warranty company because when I would call and ask for updates about my car Lakes would not answer their phone for me as well. My warranty company also stated that they had very minimal contact from the 9th to the 24th about what Lakes was trying to do with may car. The dealership did not even give me a rental car after I asked for one and why my car was taking so long.Desired Settlement: My bill was around $691 and I don't think I should have to pay the majority of this because I went a whole month without having a vehicle.

Business

Response:

August 13, 2013

The Revdex.com

1337 North Front Street Harrisburg, Pa 17102

[redacted];

I am writing in response to ID [redacted]. In repairing and diagnosing [redacted]’s Malibu much of what we did was dependent upon cooperation with Guardian Warranty Company. The vehicle had been purchased from an independent used vehicle dealer with what we believed to be preexisting problems. From the time the vehicle was dropped of! the customer was informed that he would be responsible for any charges the warranty company refused to pay. He was also not entitled to a rental car within the coverage of his warranty.

Both **. [redacted] and his grandfather, who loaned him a car during the time his vehicle was being repaired, were kept informed by me and Lake Chevrolet service department about the status of repairs. The issue we faced was **. [redacted]'s warranty company was unresponsive to our request with how they wanted us to proceed with repairs. When we finally received authorization we expedited the process to have the repairs completed.

In my opinion **, [redacted] was getting a false story from his warranty company. I would suggest he file a Revdex.com complaint again Guardian Warranty Company not Lake Chevrolet.

Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

August 30,2013

The Revdex.com

1337 North Front Street Harrisburg, Pa 17102

[redacted]:

I am writing in response to ID [redacted]. **. [redacted] claimed my letter had two false statements. The first being that I kept him informed throughout the whole process and I did not talk to him at all. He is correct that I did not speak to him. My letter states “Both **. [redacted] and his grandfather, who loaned him a car during the time his vehicle was being repaired, were kept informed by me and Lake Chevrolet service department about the status of repairs." My service manager spoke with **. [redacted] on multiple occasions throughout the repair to be certain he understood the process. I spoke with **. [redacted]'s Grandfather on at least two different occasions to be sure he understood the process as well.

**. [redacted]'s second concern was that "he did not receive a loaner car from any business nor through personal relations." He is correct that he did not receive a loaner car through any business; which was within his warranty guidelines, I was told by his Grandfather that **. [redacted] was given a vehicle to drive by his Grandfather (a personal relationship) so a loaner vehicle was not necessary.

The mention of phone calls being returned was not mentioned in the intimal complaint and I feel no need to address the situation at this point I feel the customer is trying to come up with anything possible to prove his point when we acted appropriately in all matters throughout this repair As I stated in my initial letter I believe **. [redacted]'s case should be with his warranty company or possibly even his dealer of purchase.

Sincerely,