Laura Buick-Pontiac-GMC Truck, Inc.

Initial Business Response /* (1000, 8, 2015/11/16) */
To whom it may concern,
We have been attempting to reach Ms*** regarding her Revdex.com complaintWe will advise with an update to the customer's concerns when we are able to reach the customer and work toward a resolution
Respectfully,
*** *** III
Sales Manager
Initial Consumer Rebuttal /* (3000, 10, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have been in touch with me on several occasionsThey are trying to get me to settle my complant ouside of the Revdex.com by hoping I would take a less than satisfactory offer from the to take back my complant or cancel itThey are again not telling the truth stating they attempted to reach meI spoke several times with their Finance manager via phone and most recently phone and eamilOur last conversation was just last week via phone and followed up by me with an eamilI again stated to them my disatfaction of how they conducted business with me and their hsndling of my purchaseI am avaialbe for them to reach me as they have already done so in the past
Final Business Response /* (1000, 15, 2015/11/23) */
To whom it may concern,
To update the case regarding Ms*** *** we met with Ms*** and have alleviated her concernsWe have corrected the pricing error and the customer is completely satisfied
The first contact I had with the customer was in our meeting on Friday evening, November 20, 2015, when Ms*** came to the dealership to meet with our Finance manager, *** *** and meIt was at this time I was able to hear Ms*** concerns in depth and come to a better understanding of what happenedIt was at this time we were able to work through her concerns and correct the pricing error in Ms*** purchase
At this time Ms*** is completely satisfied with our dealership and according to here, she has no further concerns regarding our dealership
For the record, it is not our dealership's intention to ever confuse or intimidate any customer at any timeWe finished 2nd in the country for GMC sales last year out of every dealer in the country, and would not be able to sell as many vehicles as we do if we resorted to underhanded or deceitful sales tacticsWe have been in business for over years, and pride ourselves in customer satisfaction, professionalism and transactional integrity
I apologize to Ms*** if she misconstrued any communication between our dealership as intimidating, but this could not be further from the truth or our intentionAs communicated with Ms*** on the evening of 11/20/15, our only concern is making sure she is a completely satisfied customer so we may continue to serve her vehicle needs going forward and that she has a positive view of our dealership
Respectfully,
*** *** III
Sales Manager

*** *** purchased on a Yukon from us on June 24, On August 2, 2017, Reed Buick-GMC sent our salesperson, *** *** a text message asking for approval for them to repair a paint chip and several scrapes on the plastic rubber trim on back cargo area, a door trim panel and the
center consoleThis communication caught our salesperson by surprise, as Mr*** had not contacted our dealership to note any concerns up to that point*** ***, Reed Buick GMC’s GM District Service Manager forwarded a Customer Assistance Case to *** ***, Customer Service Manager for Laura Buick-GMCThe customer had started a case with GM about these items being an issueOn August 4, 2017, the dealership received an email from our District Service Manager asking if we knew anything about the case. The customer had not contacted our dealership prior to this date, nor had he made known any concernsOn June 24, 2017, Mr*** had gone over and reviewed his vehicle with ***, his salesperson before he took possessionThe vehicle had been through our clean up department prior to delivery, and was clean enough to note any potential defects, contrary to the customer’s claim. Mr*** let his sales person know that he worked at the GM plant in Kansas City and that he was going to go over the vehicle carefully because he knew how they were builtMr*** accepted delivery without any notations on a We-Owe document, and he did not mention any defects in the vehicle at time of delivery to his sales personMr*** did not mention any defects or make any defects known to our store until this email case from General Motors on August 2, The pictures appear to be a rock chip, scrapes to the edge of a molding in the cargo area, and a couple of scratches on the plastic panels on the door and the center consoleWhen and if a customer reports damage on their vehicle weeks after taking delivery and driving hundreds, if not thousands of miles, our dealership is not in a position to repair any damage sustained to the vehicle after vehicle deliveryWe will not be repairing any claimed defects on Mr***’s vehicle

To whom it may concern, According to our records Mr*** brought his GMC Terrain into our dealership on June 19, to have his transmission looked atAt this time, the vehicle had 75,miles and was still under powertrain warrantyThe repair was completed on his GMC Terrain as
GM directed us to complete the repairAs for him saying the fix was “cheaper,” this was the direction GM had us pursue on the repair, as they are the one paying for the repairAs a dealer, we receive our directions from GM as to how to repair a vehicle under warranty, as well as what parts we are to use According to the information available to us on GM’s warranty website, it looks like Mr***’s GMC Terrain had its transmission replaced at Weber on 8-1-2016, and the vehicle had mileage of 95,milesAt this time, the vehicle was out of GM powertrain warranty, and the customer had not purchased an extended service contract at time of sale at our dealershipMr***’s visit to *** *** was approximately months and almost 20k more miles than after it left our dealership, far outside of the warranty provided by GM for the repaired transmission It looks like *** *** did a cost calculate with Mr***, and according to a matrix provided by GM that takes into account mileage, repair history and nature of necessary repair, the corresponding assistance provided by GM came out to 60%, leaving Mr*** with 40% of the repair bill We are not going to pay the $Mr*** is requesting from our dealershipMr*** should seek cost assistance from *** ***- the dealer that performed the transmission repair, or GMWe did not repair his transmission, nor were we given an opportunity to diagnose the vehicle when before Mr*** took it to *** ***Before Mr*** took it to *** ***, he did call us to tell us we would be paying for his transmission, something we could not verify or help him with over the phone without diagnosing the vehicle In addition, Mr*** did not purchase an extended service contract that would have covered such a repairWe offer these extended service contracts, or “extended warranty” to 100% of our customers who purchase vehicles hereIf a customer declines purchase of such a contract, we are sure to inform the customer that any future repairs their vehicle may need outside the Manufacturer’s warranty period will be 100% their responsibilityThis is one such repair Respectfully, *** *** *** Sales Manager

Complaint: ***I am rejecting this response because: To whom it may concern:The reply we received from Mr*** and Laura Buick GMC is a fantastic representation of exactly why in some instances a conversation with the owner of a business is absolutely necessary. The majority of the information in Mr***’s reply is completely inaccurate, and I’m not sure if it was because he was provided with information from his employees because he refused to have a direct conversation with us about the situation, or if it is a desperate attempt to hide the truth from potential customers. Some of his outrageous accusations are absolutely ludicrous and others seem to be a failed attempt at character assassination to make our complaint appear invalid. I believe I have the right to defend myself against these unethical business practices, and would like to do so by breaking down Mr***’s reply to the situation one paragraph at a time. I believe this will show how miscommunication, poor business practices, and desperation for being approached by the Revdex.com can lead to an incredibly illegitimate deceptive response to our initial complaint about the businessMy response to the first paragraph in Mr***’s reply: When I first read this paragraph I thought to myself “wow, he has us confused with another conflict with another customer”, but as I continued reading, I don’t think that is the case. My wife and I NEVER set foot into Laura Buick GMC until Friday, July 22nd at roughly 2pm to pick up a truck that was delivered on Wednesday, July 20th ***, our sales person had located and ordered for us online. While searching Laura Buick’s website the evening of Sunday, July 10th, I saw that they were having a 20% rebate on selected GMC Sierra’s, and the sale ended the following day, Monday, July 11th. Around 11am on Monday July 11th, I called Laura GMC and was in contact with *** ***. My wife and I were not going to be able to make the two hour round trip to the dealership that day, which I explained to ***, and he informed us that we could put a $nonrefundable deposit on the vehicle that day (from the comfort of my couch in my living room, NOT the dealership) and we would be able to purchase the truck with the sale price. Going to the dealership ended up not being an issue because the vehicle was not physically on the lot for us to see. I would be very interested to see any surveillance footage of my wife and I physically in the dealership prior to 2:00pm on July 22, My response to paragraph’s 7, 8, and in Mr***’s reply: This, in my opinion, is the best example of why it is necessary for a business owner to make contact with a potential customer. I believe this paragraph written by Mr*** is a ridiculous attempt of character assassination to deem our complaint invalid. I was an employee for Jim Butler Saturn of South County in the service department, and I am moderately familiar with dealership practices and other components of the automotive industry. My wife and I are both well-educated individuals who would absolutely understand how insane it would be to request a free vehicle from a dealership. This accusation is absolutely and implies a maneuver of desperation and deception.I would hope that this is a situation where his customer service manager, *** ***, either intentionally or unintentionally skewed comments made by my wife during a phone conversation. ***, as well as every employee we talked to, gloated and arrogantly bragged about the sheer number of vehicles Laura Buick sold during the month of July (vehicles is what we were told). My wife did simple math in her head and presented a suggestion to *** that would nullify the claim that Laura Buick could not afford to take a $loss on a vehicle. My wife informed ***, if the dealership made $profit on each of the vehicles they sold in the month of July, the dealership would bring in a $40,“profit” (and obviously that is a low ball figure, I’m sure Laura Buick is making well over $per vehicle sale). My wife then suggested that by continuously bragging about the number of vehicles sold each month, Laura Buick GMC is in turn justifying their ability to recover easily from a $loss. When one calls Laura Buick GMC there is an automated message that states something about “your call may be record to insure quality customer service”. I would like to challenge Mr*** to listen to every call we made to Laura BuickThere was NEVER a request made for a free vehicle, not once, not ever, in any of those conversations. Out of all the nonsense presented in Mr***’s reply to our complaint, the extortion claim is the most outrageous accusation!Mr*** wrote: We bend over backwards every day to delight and serve our customers with the utmost of respect and dignityIn return we ask for the same respect and courtesy.My response: We received zero respect and courtesy from Laura Buick GMCWe were very polite in all of our conversations and simple requests. All we wanted was an opportunity to discuss the matter with the ownerIt was our assumption that the owner of the business would correct the mistake that was unintentionally made by one of his employees who ordered us an incorrect vehicle. It was made obvious to us that Mr*** had no desire to resolve the issue, and after several friends and family members suggested we contact the Revdex.com (which we believed was unnecessary) after hearing about all the nonsense we have been put through with Laura Buick GMC, we unfortunately came to the conclusion that it was our only other option to be heard. It is very unfortunate that this has been our only method to communicate with the ownerMy wife and I are both adults, and professionals, we would have handled this entire situation differently had Mr*** just gave us fifteen minutes of his time in a phone conversion or e-mail to hear about our unfortunate experience with his company. My response to paragraph of Mr***’s reply: *** and *** *** were both apologetic for the mistake of telling us they ordered us a truck with a standard bed, only to find out it actually had a short bed. However, we were told multiple times that there was simply “nothing they could do because they could not take a $hit on that vehicle”. We were not satisfied with that explanation which is why we were very interested in telling our story to the owner, because we believed any ethical business would accept the fact an employee made a mistake, and with good customer service practices, honor the pricing in favor of the customer. *** informed us that another sale would become available on August 2nd, and although he did not know the specifics of the upcoming sale, *** suggested putting $on a standard bed vehicle they just inventoried in hopes we would potentially benefit from the sale starting August 2nd, which would potentially help alleviate the $punishment we were receiving for Laura Buick GMC ordering the incorrect vehicle. My wife and I are well-educated, nonaggressive people, any attempt to get in contact with the owner was a simple request…not a “demand” as Mr*** implies.Mr*** wrote: … “For the record, Mr*** wanted to purchase the shorter bed truck, but Mrs*** was against the idea.”My response: I found this comment rather comicalMy wife drives a Chevy Suburban, and has no care in the world what kind of vehicle we were purchasing for me. This would be my third generation GMC, and I was anxious to FINALLY leave my Canyon for a full size truck with a STANDARD bed. I also think it is interesting that Mr*** has NEVER spoke once to us about any of this, so where in the world did this information even come from? Mr***'s reply was filled with so many lies and inaccuracies that I found it extremely alarming This has been the absolute worse customer service ever experienced for both me and my wifeI find it very disturbing and alarming
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/04/27) */
To whom it may concern,
Mr*** purchased a vehicle from us on March 6, On March 13, 2015, Mr*** called our Finance department to cancel his warrantythis warranty is backed by CNA National, a national insurance company that
provides extended service contracts for thousands of car dealers across the country
The typical wait time for refund of a warranty cancellation is 4-weeks, and is largely dependent on the expediency with which CNA National processes the cancellation request and provides the money back to us, the dealer
On April 24, 2015, we sent out the cancellation check for the full amount of the purchase price of the warranty check to Mr***The customer should have it in the mail within the next couple of business days
It should be noted that we do not intentionally slow down the process of warranty cancellation for the purpose of inflating commissions or any other paymentsThis is the standard process and timeline, and Mr*** was unwilling to accept this as factWe have been in business for over years and are in top for GMC sales in the country, and are among the top for customer satisfaction scores, as measured by General Motors
Respectfully,
*** *** III

Initial Business Response /* (1000, 6, 2015/04/13) */
To whom it may concern,
Upon review of the merchandising pictures of the vehicle our dealership took prior to the sale of the vehicle, and has determined the dent in the rear tailgate was present in the tailgate prior to the customer taking
possession of the vehicle
Dents are not covered under the GM Certification process, and despite the fact that the dent was not noted prior to the customer taking delivery and possession of the vehicle, nor was it noted on a "we owe" that our dealership was to fix the dent as a condition of the sale, our dealership is willing to fix the dent on a one-time goodwill case for this customer
We will be in contact with Mr*** and will be taking care of the one dent on the bottom left of his tailgate at no cost to the customer
Respectfully,
*** *** III
Initial Consumer Rebuttal /* (2000, 13, 2015/05/01) */
Laura Buick GMC corrected the problem and I'm satisfied with the results

Ms*** purchased a vehicle from our dealership on March 29, She purchased the vehicle "As-Is" with no warranty expressed nor impliedWe sold the vehicle to her without it have ever been through our shopI have attached a copy of the "We-Owe" document Ms*** signed that shows she was
aware of the nature of the sale, as well as the fact the dealership is not responsible for any future repairsWe will not be repairing Ms***'s vehicle months after she purchased it. Respectfully, *** ***

Initial Business Response /* (1000, 6, 2015/05/27) */
To whom it may concern
Ms*** purchased a used Acura TSX from our dealership on 6/21/At the time of delivery, the vehicle had 55,miles
At the time of delivery, the warranty offered by our dealership on the vehicle would have
been a day, mile warranty covering internally lubricated powertrain components, payable on a 50/basis between the customer and dealershipThis warranty does not include any damage or paint deficiencies encountered by the customer at any point of their vehicle ownership after leaving the dealership
Our dealership will not be covering any chips in the front bumperWe are unable to cover paint damage past the point of delivery, as damage of any sort can happen during the course of the customer's ownership, especially months into vehicle ownershipIf the headlight is misaligned, this would point to further damage caused in the customer's ownership of the vehicle
We respectfully direct Ms*** to her insurance company for any vehicle body and paint repairs required to her Acura TSX
Respectfully,
*** *** III

Mr. [redacted] purchased a GMC Sierra 2500 from Laura Buick GMC on November 1, 2014.  At the time of purchase he also purchased a CNA extended warranty which covers the vehicle for 84 months or 120,000 miles at a cost of $2519. CNA warranties are highly rated and can be used at any ASE...

certified mechanic shop, which would include many independent shops and any franchised dealers. Mr. [redacted]’s local dealer, who he stated was a friend of his, refused to accept the warranty. Mr. [redacted] called to address this issue with Laura Buick GMC and spoke with [redacted] who explained the coverage and made some suggestions to Mr. [redacted] about taking it to another dealership or service facility.  Mr. [redacted] was unwilling to do so and wanted to cancel his warranty. Eric explained to Mr. [redacted] that he could do so, but that it would be a prorated amount less a cancellation fee. Mr. [redacted] wanted the full amount refund after 2 years of coverage.  The warranty company makes it clear on the paperwork how refunds work. They work much like any insurance- if the policy is cancelled before the end of the term, the customer is given back a prorated amount for the unused portion of the policy. Our Service Manager, [redacted] called Mr. [redacted] to see what issues he was having with his truck, and see how we can assist him. [redacted] asked if we could arrange for another GM dealer close to him who uses the CNA warranty to work on the vehicle for him and Mr. [redacted] refused to take the vehicle anywhere else. [redacted] at one point offered to pick the vehicle up and bring it here to have repairs performed here and we would provide the customer a loaner vehicle, and that offer was refused. General Motors Customer Assistance transferred him to [redacted] through their system.  Mr. [redacted] explained to [redacted] that he was upset because he thought the CNA warranty was misrepresented as paying any ASE certified mechanic to repair his vehicle.  Mr. [redacted] also stated that he was unsure what repair was required.  The GM dealer, who is his friend that he has been doing business with for 18 years, refuses to turn in a claim and accept payment from CNA. CNA would be willing to pay them for covered repairs. Mr. [redacted] has been evasive with all of the Laura Buick GMC employees as to what repairs need to be done and which dealership was turning down the warranty.  He has also been verbally abusive to anyone he has spoken at the dealership when his request have been turned down. By his request he asked [redacted] not to say anything to him that would result in him being forced to use bad language with her. His use of foul language with our staff has been completely uncalled for. Mr. [redacted]’s reason for cancelling the warranty is not that the warranty is defective; it is that his friend refuses to accept it. With over 20,000 vehicles sold in the last five years, this is the very first instance we have ever had a CNA Extended Warranty not accepted by an ASE Certified repair facility. We are going to cancel Mr. [redacted]’s warranty in its entirety despite the fact he has in fact been covered for repairs past his bumper to bumper warranty, counter to what Mr. [redacted] claims. To be frank, it is not worth our time, nor money to fight Mr. [redacted] in court as he has threatened-alleging fraudulent sales practices, despite the fact we are on completely firm ground and have done nothing wrong. Respectfully, [redacted] Laura Buick-GMC[redacted]Collinsville, IL 62234

To Whom it may concern,Mr. [redacted] purchased a GMC Acadia from us on July 16, 2016.  At the time of purchase, Mr. [redacted] lived in Missouri and was in the process of moving to Illinois.  His loan and current address were Missouri. Mr. [redacted] asked his sales person to relay an Illinois...

address to the office for the purpose of mailing his paperwork because he was in the process of moving and would no longer have access to that address by the time the paperwork was mailed. At the time the paperwork was sent to the customer, the office missed the note in the deal and sent the paperwork to the Missouri address.  The paperwork was never returned to us and we had to apply for a duplicate Certificate of Origin from General Motors.  It took two attempts at requesting the Certificate of Origin for us to obtain it. When we realized that we had sent the paperwork to the wrong address and that it would take some time to rectify, we graciously offered to pay any tickets, fines or fees that could potentially be incurred as a result of our mistake.  We let Mr. [redacted] know we would rectify the situation and take responsibility for any cost incurred as a result of our error. Mr. [redacted] did ask for us to pay his sales tax and license and titling fees.  We explained that we would pay any penalties, fines or tickets; however, the taxes, licensing and titling are part of the cost of purchasing a new vehicle and that would be Mr. [redacted]’s responsibility. From reading Mr. [redacted]’s complaint, it seems as though he is upset at us for paying for the late fees and any penalty arising from the late registration, and we are sorry to upset him in this manner. When we realized that he could potentially be pulled over and receive a ticket because of time it was taking, we issued him a signed letter to carry with him in the vehicle explaining that the customer had fulfilled their obligation to the dealership in paying for the vehicle, and the reason for the delay was our dealership waiting for a duplicate Certificate of Origin from General Motors. On several occasions Mr. [redacted] requested that he felt the dealership should pay his taxes, registration and titling fees.  We reassured him that we would pay late penalties and any tickets he received as a result of not having the vehicle properly registered. The dealership did err in mailing the original paperwork to the wrong mailing address.  We did everything in our power to rectify that situation as quickly as we could.  We had not run into a customer moving to a different state while the paperwork was in process before, thus the confusion about the change of address form. We have apologized to Mr. [redacted] for this inconvenience. On October 18, 2016, he had his vehicle in for service and we talked.  He asked for reimbursement on his taxes and title and registration.  I explained that I could not, but again offered mats and he said he did not want mats, but would accept oil changes.  I agreed to that and had service add oil changes to his service record.  He asked me at that point if those would be good at another dealership if he moved again.  I told him that they were internal to our dealership, but that if he moved out of the area he should call me and we would take that fact into consideration if or when that event occurred. The delay in General Motors providing us a duplicate Certificate of Origin for Mr. [redacted] did not affect their ability to drive the vehicle, therefore we will not be participating in his license and title fees. License and title fees are a standard part of purchasing a vehicle.Respectfully, [redacted], Customer Service ManagerLaura Buick-GMC

Complaint: [redacted]
I am rejecting this response because:
The statements made are untrue I did contact [redacted] prior to taking the vehicle to Randy Reed and the vehicle was not cleaned yet when I looked it over. I had to wait until it was cleaned to leave. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/10/29) */
To whom it may concern,
Mr. [redacted] brought in to our dealership his 2014 GMC Sierra 1500 after the truck overheated due to a radiator that failed and needed to be replaced. At the time the truck was brought in to our dealership, it had...

37,544 miles.
The standard GMC bumper to bumper warranty is for 3 years, 36,000 miles, whichever comes first. Despite the fact Mr. [redacted] owned the vehicle for 19 months, his bumper to bumper warranty expired on miles. As the vehicle was out of factory warranty and Mr. [redacted] did not purchase an extended vehicle service contract, Mr. [redacted] was going to be responsible for the cost of the repairs on the vehicle.
As Mr. [redacted] states in his case, HE instructed us to keep the radiator to have a GM inspector come out. First, there is no such thing as a GM inspector. GM, and GM alone, instructs us on what parts to throw away, scrap and/or recycle, and which parts to send back up to GM corporate for their review or inspection. This part was not on a GM return list, so GM had us throw away the part. We in NO way told Mr. [redacted] that he would be reimbursed for the part or installation, but we did tell him to keep his bill in case GM comes out with a special policy for owners in the future on the radiator of the GMC Sierra model line as a whole. This was not, and is not a certainty, but we want Mr. [redacted] to be covered in the event that a special policy comes out.
Also, Mr. [redacted] was offered a price discount on the parts and labor, which we discounted to our wholesale price on the parts and our internal labor rate for the labor portion of his repair, for which Mr. [redacted] was grateful at the time of ticket write-up in July. We also told him not to expect any additional help from General Motors, but we were willing to help him on the cost of the repair as it was so close to out of vehicle warranty.
Mr. [redacted] has also been told by GM there would be no additional help directly by General Motors after Mr. [redacted] called General Motors' Customer Assistance Center. For Mr. [redacted] to make a statement that GM would have reimbursed him for a faulty radiator is incorrect, PRESUMTIVE and FALSE. We in no way indicated to Mr. [redacted] that an inspection process exists, much less that an inspector would deem his radiator faulty and reimburse him for repair costs.
Laura Buick GMC denies any wrongdoing in the repair of Mr. [redacted]'s 2014 GMC Sierra 1500. There is no process for "flagging a part for an inspector," and we deny with prejudice any "negligence" on our part throughout the repair process for Mr. [redacted]. Again, with GM bumper to bumper warranty expired on mileage and Mr. [redacted] not purchasing an extended warranty, this is a simple customer pay repair.
GM, nor Laura Buick-GMC, will be providing any additional assistance or cost consideration in this particular repair.
Respectfully,
Laura Buick- GMC, Inc.
[redacted] III
Sales Manager
Initial Consumer Rebuttal /* (1500, 9, 2015/10/29) */

Dear Mr. [redacted], I have read your request thoroughly and compared it to the dealership records.  The vehicle was purchased “AS IS” with no warranty implied or intended of any kind. On March 17, 2017.  You have signed to documents to that effect.  You also stated that you had used your...

air conditioning several times. At the time of purchase you had noticed a misfire and both the Sales Manager and your Sales person were more than gracious in offering to find out what had caused the misfire and the resulting P306 code. We offered to repair that issue as a one-time goodwill gesture, not to imply warranty of any kind. The misfire issue was caused by the spark plugs, which we replaced at no charge to you.  The mechanic who replaced the spark plugs was aware that the air conditioning lines were in the way of the spark plugs and rather than go over the top to change the spark plugs went around the side of the air conditioning hoses that were in the way. We know he did this because he went in from the fender by removing the tire and inner fender liner to replace the spark plugs, rather than over the top of the motor to maximize accessibility to the spark plugs. The mechanic had also noted on the repair order that there was a/c dye around the expansion valve near the hoses indicative of a pre-existing condition. On Friday April 7 you spoke with our Service Manager who discussed the fact that you blamed the repair for the air conditioning issue and he offered to let you bring the vehicle in for him to inspect.  He also told you that if it was something that we had done we would take care of the repair.  He explained that it was the weekend and he would not have mechanics that could work on the vehicle until the following week as we do not have evening or Saturday service hours. You did not bring the vehicle back to us for that inspection even after we offered to look at it the next week. You decided to take it to another repair facility, you gave them permission to repair your vehicle, and you paid them for the work performed, even after we had offered to take a look at it. You were offered an opportunity to have the vehicle inspected by a third party prior to purchase, you were offered an extended warranty at time of delivery (which you declined), and you purchased the vehicle AS-IS, with no warranty expressed nor implied. The $1714.55 that you have request will not be reimbursed to you.

Initial Business Response /* (1000, 9, 2016/02/01) */

Initial Business Response /* (1000, 6, 2015/05/06) */
To whom it may concern,
[redacted] and [redacted] purchased a 2007 Chevrolet Avalanche from our dealership on March 27, 2015. In the time leading up to the vehicle delivery, Mr. and Mrs. [redacted] had asked us to also provide them financing options for...

the vehicle they were purchasing, and we provided our finance office with a buyer's order signed by Mr. and Mrs. [redacted] with all the facts and figures of the 2007 Avalanche they were purchasing.
This buyer's order has listed a purchase price of $14995, Illinois Tax of $985.00 and Documentations Fee, Title and License total of $360, bringing the 'unpaid balance' to $16340. Mr. and Mrs. [redacted] indicated at time of initial buyer's order signing that they were also going to put down $500 towards the purchase of the vehicle, an amount to be collected later, at time of vehicle delivery.
Mr. and Mrs. [redacted] did not come in to finalize the purchase of the vehicle and take delivery for a couple of days. In that time, they obtained a copy of the purchase agreement from our dealership and obtained their own financing from their local lending institution. The copy of the purchase agreement they took to their local lending institution contained the same facts and figures of the original they signed with us, with an unpaid balance of $16,340 and still showed the $500 down payment. One can only reasonably assume their lending institution lent them the $15840 with the understanding the customers were going to put down an additional $500 to fulfill all terms of the buyer's order.
When [redacted] our customer relations manager, called Mr. and Mrs. [redacted] to inquire about the $500 the deal was short, [redacted] asked the customer for a copy of their receipt for the missing $500, or a copy of the check they wrote for the $500.00. [redacted] did not set out demanding payment of the $500.00; rather, she was finding out factual information as to determine whether the monies owed to the dealership had been paid or not. In the initial phone call, Mr. [redacted] told [redacted] he did not know. Mr. [redacted] then handed the phone to Mrs. [redacted], who spoke with [redacted], at which point Mrs. [redacted] told [redacted] that they (the [redacted]) were only going to pay us the $500 if we (our dealership) were going to provide their financing. Mrs. [redacted] then told [redacted] that no one went over the buyer's order with them, so [redacted] went over the buyer's order again, line by line, and which point, Mrs. [redacted] AGREED she owed the money but no one told her that at time of purchase.
Then, Mrs. [redacted] then told [redacted] that she felt like they did not owe the money. At this point, [redacted] asked them, if in good conscience, they knew they owed the money but were not going to pay it. At that point, Mrs. [redacted] told [redacted] that if they had somehow overpaid, that we would not have returned any excess funds, to which [redacted] replied that we have had a customer overpay, and we return any funds not owed or due to us 100% of the time.
At that point, Mrs. [redacted] said she wanted to talk to [redacted] again, because he had done the paperwork. [redacted] had told her again that yes, the monies were owed to us. At this point, Mrs. [redacted] began to get belligerent and basically told us that because we didn't ask for the check at the time of delivery, we were out of the $500, despite having signed a contract stating they agreed to pay that amount.
It was at this point I was made aware of this situation. The facts of the transaction were very clear to me, and I asked both [redacted] and [redacted] how the prior conversations had gone, and when the customer was going to be paying the monies due our store. They both indicated the conversations had not gone well, and the customer was not going to pay the money WE AGREED TO and had a signed contractual agreement with the customer. At that point, I told them to firmly tell the customers they can pay the $500 due our store by Wednesday, April 22, 2015 or we will contact the authorities. I did not tell either [redacted] or [redacted] that we would have them arrested. If that is what was construed to the customer, that was not the original intent.
In Mr. and Mrs. [redacted]' complaint letter they say "...or asking us directly for the $500.00, which we told them that morning we were not doing. We came prepared to pay the TOTAL." To this, I admit we made a mistake. [redacted] missed this payment because we thought we had already been paid. It DOES NOT imply a change to the written order (read: contract), nor a reduction in the 'Unpaid Balance' stated on line 9 of the written buyer's order.
Also in the initial complaint letter, Mr. and Mrs. [redacted] say, "We would have had no problem paying the $16340.34 that it was apparently supposed to be, had they just politely & calmly called to explain their mistake". This was the first phone call from [redacted]. After Mrs. [redacted] indicated she would have to "think about whether she was going to pay or not", despite having agreed with all the facts and figures on the buyers order, having been again explained to her line by line by [redacted], that our tone became more firm.
Fortunately, we are not a professional collection agency, nor are we frequently tasked with having to call a customer and ask for funds the customer neglected to pay. It is uncommon for us to do so, but we will not back down from collecting all funds due to our dealership per a signed buyer's agreement. We have never had a customer respond to a call to collect in over 34 years of business in the same manner in which the [redacted] did.
Was our end of the situation handled perfectly? Perhaps not. I can say that in the first phone call to the [redacted] that [redacted] apologized ad nauseam for any misunderstanding there was. [redacted]'s tone was not rude, nor firm in this conversation. Again, our tone did not become more firm until after Mrs. [redacted] agreed they owed the $500, but would have to "think about whether she was going to pay."
I am not in a position to offer the [redacted] a discount of the $500 they owe us, especially given the fact given the fact they have admitted they owe it. We are not seeking any other money, interest, or penalties in addition to the $500 we are owed to make the car deal whole. We simply would like to be paid so we can file the car deal away, and so each party can go in their respective directions.
We will accept a personal check, credit card or debit card to accept payment of the $500.
The [redacted] are in the wrong here- they owe the $500 per our contract.
Respectfully,
[redacted] III

To Whom it may concern,After speaking with the customer, we had the vehicle back to our service department and repaired the vehicle at no cost to the customer. We replaced the catalytic converter and their vehicle should not have any trouble passing Missouri Emissions test at this point....

 Respectfully, [redacted]Laura Buick-GMC

To whom it may concern,   Mr. and Mrs. [redacted] were interested in taking advantage of the 20% rebate GM offered during the first part of July 2016. In this sale, certain 2016 Sierra 1500 trucks were given a 20% Incentive by GM. What they omitted in their complaint is that they had already...

been in our dealership, and the exact vehicle they wanted existed with the 20% rebate. Mr. and Mrs. [redacted] were unable to make up their mind exactly which vehicle they wanted, and in the time they were thinking about the vehicle in the showroom that day, another customer proceeded to purchase the vehicle. In every description of every truck included in the 20% sale, they were all clearly listed as, “being sold on a first-come, first-served basis. No deposits or holds, no exceptions.”   So, with plan ‘A’ sold, we went to work seeing what other vehicles may be available for their purchase. By this point, we had sold close to 220 crew cab trucks in a 12 day period, and our inventory of grounded-stock new trucks was close to completely depleted. At this point, we were trying to sell off a list of incoming units, not yet delivered to our store. There was one incoming truck that met the description of color, options and drive configuration that we were able to locate for the customer. Again, GM dictated which vehicles were eligible for the incentive, and they allocated the incentives to us accordingly. The salesperson, [redacted] and sales manager, [redacted] offered Mr. and Mrs. [redacted] the opportunity to place a $2000 deposit on the vehicle so they would have the first opportunity to purchase the inbound unit,-an opportunity we did not extend to every customer but we did for them in order to help them buy a truck during the 20% sale. A deposit is earnest money toward the sale. If they back out of the sale for whatever reason, we have no ability to keep it- simply put, we don’t make a living on keeping customers’ deposits.   When the truck arrived, we showed Mr. and Mrs. [redacted] the vehicle, they test drove, but at this time the truck was unacceptable to them because it had an 8” shorter bed than a standard bed. Nothing ever changed in regard to the offer of incentive money, our discount or their ability to buy the vehicle. If they wanted, it was theirs.   This same day, [redacted] and [redacted] showed them the pricing difference between the short bed 20% unit, and the same truck with a standard bed that did not have the 20% incentive. Yes, the pricing difference was close to $6000 for 8 inches of additional bed length. The disparity in price was due to one truck having a 20% incentive- equaling roughly $10500 in rebate versus $4500 for the standard incentives. For the record, Mr. [redacted] wanted to purchase the shorter bed truck, but Mrs. [redacted] was against the idea.   We did not have another vehicle identical to the one they wanted to buy available for the 20% sale. We did our best to provide them a vehicle with every option and in the color they wanted, but the bed length ended up not being available for purchase with the incentive they desired. Mr. and Mrs. [redacted] lost the opportunity to buy the truck they truly wanted by not arriving at a purchase decision on time the very first day they were here.   We did tell Mr. and Mrs. [redacted] they had until August 1 to make up their mind if they wanted the standard bed truck with the standard incentives for July, as incentives would change on August 2, 2016. Later in the week of August 1, 2016, Mrs. [redacted] called in and demanded to speak to the owner to discuss her situation. She spoke with our customer service manager, [redacted], who informed Mrs. [redacted] that it is [redacted]’s job to handle any and all customer complaints.   Ownership did not return calls to Mrs. [redacted]. Our management structure empowers our managers to ensure our customers’ satisfaction. Mrs. [redacted] called in on August 8, 2016, and again talked with [redacted]. It was at this time Mrs. [redacted] told [redacted], “I heard you guys sold something like 800 cars last month. I figure $50 per car sold would be sufficient for my aggravation and trouble.”   [redacted] brought this to my attention the morning of August 9. At first glance, quick mental math and common sense had me thinking the customer was asking for $4,000- a portion of the $6000 more the standard bed truck was. Then I grabbed my calculator and realized THE CUSTOMER WAS ASKING US FOR $40,000. NO, THAT IS NOT A TYPO- THAT IS FORTY-THOUSAND DOLLARS!!! She wanted a free truck.   At that point, this situation went from unfortunate to extortion. I informed [redacted] we were no longer interested in selling Mr. and Mrs. [redacted] a vehicle, we would refund their $2000 deposit that held the standard bed truck with standard incentives, and we would be parting ways. At this point, Mr. and Mrs. [redacted] are free to purchase their new truck anywhere but this dealership. We do not appreciate the customer asking us for $40,000 because they missed out on the truck of their dreams. When [redacted] called Mrs. [redacted] back to tell her the deposit had been refunded, that her request for $50 per vehicle we sold in July was denied and we had no further interest in selling them a truck, Mrs. [redacted] responded with, “What do you mean? Your dealership had the best prices and we wanted to buy from you.”   Yes, we do have the best prices- it is no accident we are the second largest volume GMC dealer in the country. We bend over backwards every day to delight and serve our customers with the utmost of respect and dignity. In return we ask for the same respect and courtesy.   When a customer crosses a line and their demands become extortion, we cut ties and part ways. That is what we are doing here. Mr. and Mrs. [redacted] are free to purchase their vehicle anywhere but here. We will not be extorted for simply attempting to help them purchase a car. As for a call from ownership, consider this letter their correspondence with ownership.   We are parting ways with Mr. and Mrs. [redacted] at this point, we have already refunded their deposit and have told them to purchase elsewhere.   Respectfully,   [redacted]   General Manager Laura Buick-GMC [redacted] Collinsville, IL 62234 [redacted]