[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
First of all, I would like to apologize for the oversight in how I spelled Mr. [redacted]'s name. It was certainly not meant in a disrespectful manner in any way, shape or form. Again, it was simply an error on the part of the responder. McCluskey Chevrolet will reimburse for the smart key with proper documentation forwarded to me via email, fax, mail, or hand delivery to my attention. All of these means of providing me with such is shown below: Karen S[redacted], McCluskey ChevroletFax ###-###-####email: s[redacted][email protected]: 9673 Kings Auto Mall Road, Cincinnati, OH 45249As per our Used Car Inventory Sales Manager, the cost for the pin-striping to be applied to the vehicle should cost approximately $25.00. We will send Mr. [redacted] a [redacted] gift card in the amount of $25.00 to cover this expense. I will mail this out to the customer today, August 6, 2015.Mr. [redacted] purchased a used vehicle, with mileage of approximately 40,000 miles from us. The strut situation he describes is a normal and customary type of repair for this vehicle, with that type of mileage. Although this is the case, and as a gesture of customer goodwill, McCluskey Chevrolet is willing to pay one-half of the cost of this repair - with proper documentation provided to us of the work performed by a reputable repair center - for this repair only. Once that work is performed (strut issue), and documentation is provided as requested above, a check will be issued to Mr. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I contacted McCluskey after they responded online to my complaint from the Revdex.com, I spoke with Brandt, the Business Manager, on Monday, 10-12-15, I explained to him all the issues that I have had with this vehicle since obtaining it from McCluskey, [redacted] replied that he would send out a tow truck to pick the vehicle up. (Which he did). I asked him about obtaining a loaner car, (which he promised that McCluskey would give me, in his response to my initial complaint). [redacted] stated that he would not have any loaner cars in until Wednesday morning at the latest, 10-14-15. I contacted [redacted] on 10-14-15, to inquire about the progress on my vehicle, [redacted] stated that if there is any issues not covered by my warranty, (which is still a very limited warranty, and has received various customer complaints) that basically I would be back to square one again, and that the vehicle is still being looked at. I again inquired about a loaner car, to which [redacted] stated "we still don't have any loaner cars in, and if we get some in, we do not have any plates for them."The repair shop that McCluskey sent my vehicle to, contacted me, and stated their findings on the vehicle, a knock sensor stored, valve sensors may need adjusting, a possible bad sensor and harness, etc. Still all things related to the engine. The repair shop recommended that I take it back to the original repair shop that fixed my car on 9-29-15. (Which did major engine repairs.).I contacted McCluskey today 10/16/15, [redacted] was off today, so, I was directed to [redacted] (I had to leave a message) (and he never returned my call). I would just like to have this matter resolved, and to be placed in a vehicle that doesn't stay in a repair shop, more than I can drive it. (Since McCluskey still holds the title to this vehicle).
Regards,
[redacted]
Thank you for making us aware of the problems you are presently experiencing with your vehicle. We were unaware of these problems until the receipt of this Revdex.com complaint per the Sales Manager where your vehicle was purchased several months ago. You have a great warranty on your vehicle, and as...
a result, if your vehicle had been serviced by us when your mechanical problems arose, we feel that these problems, most probably, would have already resolved (the possible repairs/identification as to the problems associated with your vehicle), on your higher mileage, used vehicle, by your 24,000 mile/24,000 month warranty. Our customers who have this warranty are very pleased with the repairs that it covers as well. Please contact the Product Specialist from whom your purchased your vehicle, [redacted], who is waiting for your phone call, and he is aware that you should be calling him. He will make arrangements with you to put you into a loaner vehicle, and you will need to leave your vehicle with us for a few days so that we can have it properly evaluated as to what may be wrong, so that those issued can be professionally addressed.We truly value all of our customers, and the customer experience/satisfaction is of utmost importance to our dealership. When we are made aware of the problems a customer may be experiencing, we will always do our best to assist the customer by addressing their specific situation.
McCluskey Chevrolet has refunded Mr. [redacted]'s $100.00 deposit, which was given to us by Mr. [redacted] with a gift card. Since a gift card as a down payment is a little out of the ordinary for our dealership, we had to wait until the next day for our administrative personnel (who had already left for the...
day), to be on site to advise us as to how to refund the $100.00 deposit to this customer.
I just spoke with [redacted] and gave her the choice of picking up her check at our dealership, or it being mailed to her. She indicated she would like it mailed. I advised her that it would be mailed out today.
[redacted] Product Specialist, [redacted]r, who assisted him with the purchase of his vehicle, sent him communication on July 29, 2015 (as evidenced in our digital customer file of all correspondence), and states:"You can go to a Honda dealership and have the key cut, but they (the Honda...
dealership), has to send us an invoice for the key and then we'll send them a purchase order." Therefore, if [redacted] would be so kind as to do this, as noted above, we will happily take care of his key issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I picked up the vehicle today and locks are not all repaired the passenger side rear door power lock doesn't work after I was assured they were all fixed. When I purchased the van they all worked and that's all I'm asking for locks to all being in working order
Regards,
[redacted]
McCluskey Chevrolet understands Mr. [redacted]' frustration with the delay in paying off his trade in, but as is normal and customary at any reputable dealership, a trade in is not paid off by McCluskey Chevrolet until the funding for the new vehicle purchased by the customer has occurred. Mr....
[redacted]' funding was just recently finalized (6-25-15), on his new vehicle purchase, therefore, we have started our process of paying off his trade in and securing his memorandum title for registration/tag purposes. We have spoken with the Product Specialist who worked with Mr. [redacted]' on his purchase, and he has indicated that he indicated to the customer that the trade in would be paid off 2-3 days AFTER the funding had taken place on the new vehicle he purchased. McCluskey Chevrolet apologizes for any inconvenience or misunderstand that the customer may have had in this regard.
Customer picked up their vehicle on July 8, 2015 and called McCluskey Chevrolet's Body Shop on July 9 with some concerns. The shop advised the customer to stop back in and we would address/investigate her concerns. At that time, the customer was notified that there might be some check-out fees...
involved if it is determined that the issues are not related to the accident or repairs. If they are related, all check-out fees and repairs would be covered 100% by her insurance carrier, Allstate Insurance Company. The owner was advised that the first step was to diagnose the issues reported. The second step would be to submit the findings to her insurance carrier and they determine/decide whether the issues are related to the accident the customer experienced. These additional concern/issues are not authorized by McCluskey Chevrolet, but have to be authorized by her insurance carrier. All of this was explained in detail to [redacted]. Our Body Shop spoke with the customer on July 13th and advised her regarding the process that must be followed, as they had done the week prior with her as well. As of July 13, 2015, [redacted] has not scheduled an appointment to have these additional concerns/issues looked at in our shop, and no solution can be determined with regards to the issues/concerns since we do not know the source of the problem.On July 14, 2015, [redacted], the vehicle owner's father, stopped by our Body Shop to address/point out the concerns with regards to the vehicle. Those concern/issues were:1) Rear cover hanging off quarter panel - McCluskey Chevrolet had just replaced this last week, and it appears the vehicle has already been hit again. Body Shop Manager showed [redacted] that impact and told him that the vehicle needed a new bumper cover. This vehicle would have never went out of our Body Shop in this condition, nor would [redacted] have accepted the vehicle in this condition when it was picked up. This issues is not related to McCluskey Chevrolet's workmanship, or the original claim.2) Tire Pressure light is on dash - Right front wheel/tire has been hit and needs a new tire, wheel, wheel cover, and alignment. This was all documented on the original Check-In-Sheet that the owner signed - again, not related to McCluskey Chevrolet or claim related.3) Key remote not working - needs a battery and re-programmed. She would need to go to the Service Department to address and confirm our preliminary findings, and this would be at the owner's expense, again, not related to McCluskey workmanship, nor claim related.[redacted] agreed with the Body Shop Manager that none of their concerns/issues are related to the claim and that he would handle all of them himself. These issues/concerns, in our opinion, should have never been reported to the Revdex.com, and McCluskey Chevrolet's Body Shop should be cleared from this report, as none of these issues/concerns initially reported were related to the claim itself, or McCluskey Chevrolet's workmanship.
The customer(s) have visited our dealership today and re-signed paperwork for their vehicle loan, allowing them to stay in the vehicle that they originally purchased from us recently. McCluskey Chevrolet is the entity that provides the vehicle, and has no control whatsoever over the...
stipulations to the loan that any lender requires in order to fund/finalize a vehicle loan. Our role is to provide the product (the vehicle), collect information from the customer(s) via a credit application, and then submit that information over to our large lender base for the best rate/term/approval - on behalf of the customer. When any customer is searching for a vehicle loan, credit has to be collected, submitted and presented to lenders in an effort to get the best rate, term, and ultimate approval for the customer. Shopping for a vehicle in this regard does not greatly impact a person's credit score, as lenders understand that during this shopping process, there will oftentimes be multiple submissions, again, in an effort to obtain the best rate/term/approval for a customer. All of McCluskey Chevrolet's sales professionals are extensively trained on the process of working towards a sale, including what type(s) of income can/cannot be used/credited to a person/party's credit application that will be submitted to lenders. They realize that a person/party's income, that is not actually on the loan itself, regardless of whether or not they are in the same household or not, cannot be used/factored in. In order for someone else's income (regardless of their relationship to the buyer, or co-buyer), to be considered by a lender, they would need to complete a credit application as well, and agree to be a part of the purchase contract. The fact that Ms. [redacted] was using and including her spouse's income, who was not on the original loan, was an unknown factor to the Product Specialist she worked with. Ms. [redacted] assumed that she could include her spouse's income because it was "household" income, when in fact, without him on the loan, it could not be utilized. When the lender asked for the "proof" of the income "claimed" (which is usual and customary at any dealership, with not every potential customer, but most), that is when it was determined that Ms. [redacted] had indeed used her household income on the credit application, and of course, was when the original lender determined there was a potential problem because the original approval was based upon this total income, which erroneously included. It appears that this situation has been remedied - by McCluskey Chevrolet working with our large lender base to secure the loan, (with the correct income reflected), and the vehicle for the parties involved. We appreciate the opportunity to be of service to Ms. [redacted] and her family members, and apologize for the inconvenience they have experienced as a result of this particular situation.
We have reviewed Mr. [redacted]'s complaint and would first like to address the comment that he/they are uncomfortable with coming back to our dealership for any further work to be performed on the 2014 Ford Escape purchased from us that qualifies/qualified, for our free and exclusive LIFETIME...
MECHANICAL PROTECTION - for the lifetime of his vehicle ownership. As per our insurance carrier's policy, the oil changes/tire rotations would have to be performed at McCluskey Chevrolet (@ 5,000 mile intervals for used vehicles), in order for this coverage to remain in full force and effect. We hope that Mr. [redacted] realizes the value in this alone and will choose to get his vehicle serviced by us in exchange for this lifetime of coverage, by realizing that our ultimate goal is to make our customers comfortable, valued and happy with their overall experience - whether sales, service or body shop related.McCluskey Chevrolet addressed the customers concern with regard to the tail-gate that was out of alignment, and it has been repaired by our Body Shop, and according to this complaint, the customer was pleased with this work, and it has been satisfactorily resolved. In addition, McCluskey Chevrolet will, as agreed, pay for the Ford Smart Key to be/that was programmed. All we need is a copy of the billing/receipt for this service, and we will happily reimburse Mr. [redacted] for this cost.All of our used vehicles go through a 27-point inspection, which includes an examination of the struts. In review of the 27 point inspection findings by our Service team who conducts such, the struts were not an area of concern, nor mentioned or recommended that they be addressed. I would be willing to consider some assistance to the customer in this regard, once we are provided with documentation from a reputable dealer indicating that this replacement is/was mandatory, thereby making the vehicle unsafe to drive.Mr. [redacted] purchased a used, 2014 Ford Escape with almost 40,000 miles. My point here is that it was not a "new" vehicle, therefore, there are going to be some items on a used vehicle that aren't perfect, such as the pin-striping Mr. [redacted] references. The Product Specialist indicates that the customer was told that we would "look" at the pin-striping and see what our specialist who performs this type of work thought about any work that might need to be performed in this regard. Our specialist couldn't even find the area of concern on his own (it was so small it was not obvious to anyone at a glance), and it had to be pointed out to him by the Product Specialist who assisted Mr. [redacted] with his purchase. The area of concern was extremely small, and the pin-striping specialist indicated that nothing could be done with such a small area short of entirely replacing the pin-striping and the adhesive matter on the vehicle itself. Replacement of the pin-stripping was never promised to Mr. [redacted], and we fulfilled our promise by having our specialist review the pin-striping - and again, something of this nature is to be expected on a used vehicle. During the buying process, the customer indicated to his Product Specialist that although he knew it was a used vehicle, he wanted it to look like new. The Product Specialist, at that time, informed the customer that it wasn't possible to make a used vehicle new again. McCluskey Chevrolet prides itself on complete customer satisfaction, and day in and day out, we strive to address all concerns from our customers (or potential customers), with a satisfactory resolution.
The car was still acting the same way it did when I originally brought it in there were no changes it didn't get worse . They told me the jerk was the coil pack , spark plugs , and wires and after they fixed it (supposedly) it is still jerking as the car takes off. So they didn't fix the original problem it's still doing the same thing that it did when we brought it in so they took our $450 and didn't fix the original problem.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I brought issue of my brakes to there attention when I was in for my first oil change (5000) miles not the (11000) miles Mccluskey is telling you all . When I went in it was on March 03,2016 (5000 miles) I had them check the brakes and the service manager that was on duty said that the rotors had a lot of rust on them and that the only way is to replace the brakes and rotors. So to only have the car for 5000 miles even the service manager said it shouldn't have had that much rust on it for only 5000 miles. So why should I be responsible for the cost to replace both the brakes and rotors? I also found out that they had the car and hadn't done the inspection since October of 2015. That's about 4 months the car set there they should've checked it right before they sold it to me.
Regards,
[redacted]
McCluskey Chevrolet sincerely apologizes to Ms. [redacted] with regards to her attempts to find out the status of her Kings Island passes. Ms. [redacted] did/does qualify for the 4 free season passes for the 2016 season. She did comply with the conditions of receiving the season passes award from us, since...
she purchased a vehicle after she submitted the necessary criteria to McCluskey Chevrolet. At this time, we do not have the 2016 season passes for Kings Island in our possession, as they have not yet been issued to us. I am going to email Ms. [redacted] a letter from McCluskey Chevrolet attesting to the fact that she is entitled to these passes for her peace of mind, until they are received by us from Kings Island. I am also going to personally follow up with Ms. [redacted] as soon as these passes are received, so we can make arrangements for her to pick them up, and to start enjoying the upcoming summer at Kings Island - compliments of McCluskey Chevrolet!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not comfortable with McCluskey performing any additional work on my vehicle because I believe that they will miss the issue again. I would like a $99 refund so I can go to another dealership to perform the diagnostic and get work done.
Regards,
[redacted]
Prior to the customer's arrival, the vehicle that they were interested in was sold prior to them pulling on the lot. McCluskey Chevrolet apologizes that your Product Specialist was unable to contact you prior to your arrival to let you know this information, although we make every effort to do so as...
a convenience for our customers. The customer's Product Specialist did work with our management team prior to Ms. [redacted]'s visit to obtain her pre-approval status, and made her aware of the documentation that they would need to bring with them. Ms. [redacted] was shown several other alternative vehicles, at her time of arrival, that would/could work for her based upon the approval(s) we had in this regard, but a decision was made by Ms. [redacted], at that time, that they were not vehicles that she wished to pursue. At this time, I have been informed by our management team that we are still looking for a vehicle that will suit the customer's needs that would be similar to the one that was sold prior to their arrival. The great news is that as a large volume dealer, we have hundreds of choices in our inventory. A dealership generally doesn't "hold" a vehicle for a customer until they arrive, unless there is a deposit (of at least $500), that is given in advance to the dealership, to hold the vehicle. We always happily refund a customer's deposit if they find that the vehicle wasn't what they were seeking at the time of their visit/test drive. Mr. [redacted] didn't lie to Ms. [redacted]. At the time the appointment was set up, the vehicle was still available for purchase - by any customer. As we already know, the vehicle was sold prior to their arrival as indicated here.McCluskey is going to mail Ms. [redacted] a Visa card to help offset the trip that was made to our dealership, and the gas she references was spent for the trip. We are still hopeful that we can locate a vehicle that will suit Ms. [redacted]'s needs, which is what we are currently seeking for her.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I called today, July 17, 2015 and left a message for her. Thank you for helping me resolve this serious matter Revdex.com
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
First of all, I would like to apologize for the oversight in how I spelled Mr. [redacted]'s name. It was certainly not meant in a disrespectful manner in any way, shape or form. Again, it was simply an error on the part of the responder. McCluskey Chevrolet will reimburse for the smart key with proper documentation forwarded to me via email, fax, mail, or hand delivery to my attention. All of these means of providing me with such is shown below: Karen S[redacted], McCluskey ChevroletFax ###-###-####email: s[redacted][email protected]: 9673 Kings Auto Mall Road, Cincinnati, OH 45249As per our Used Car Inventory Sales Manager, the cost for the pin-striping to be applied to the vehicle should cost approximately $25.00. We will send Mr. [redacted] a [redacted] gift card in the amount of $25.00 to cover this expense. I will mail this out to the customer today, August 6, 2015.Mr. [redacted] purchased a used vehicle, with mileage of approximately 40,000 miles from us. The strut situation he describes is a normal and customary type of repair for this vehicle, with that type of mileage. Although this is the case, and as a gesture of customer goodwill, McCluskey Chevrolet is willing to pay one-half of the cost of this repair - with proper documentation provided to us of the work performed by a reputable repair center - for this repair only. Once that work is performed (strut issue), and documentation is provided as requested above, a check will be issued to Mr. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I contacted McCluskey after they responded online to my complaint from the Revdex.com, I spoke with Brandt, the Business Manager, on Monday, 10-12-15, I explained to him all the issues that I have had with this vehicle since obtaining it from McCluskey, [redacted] replied that he would send out a tow truck to pick the vehicle up. (Which he did). I asked him about obtaining a loaner car, (which he promised that McCluskey would give me, in his response to my initial complaint). [redacted] stated that he would not have any loaner cars in until Wednesday morning at the latest, 10-14-15. I contacted [redacted] on 10-14-15, to inquire about the progress on my vehicle, [redacted] stated that if there is any issues not covered by my warranty, (which is still a very limited warranty, and has received various customer complaints) that basically I would be back to square one again, and that the vehicle is still being looked at. I again inquired about a loaner car, to which [redacted] stated "we still don't have any loaner cars in, and if we get some in, we do not have any plates for them."The repair shop that McCluskey sent my vehicle to, contacted me, and stated their findings on the vehicle, a knock sensor stored, valve sensors may need adjusting, a possible bad sensor and harness, etc. Still all things related to the engine. The repair shop recommended that I take it back to the original repair shop that fixed my car on 9-29-15. (Which did major engine repairs.).I contacted McCluskey today 10/16/15, [redacted] was off today, so, I was directed to [redacted] (I had to leave a message) (and he never returned my call). I would just like to have this matter resolved, and to be placed in a vehicle that doesn't stay in a repair shop, more than I can drive it. (Since McCluskey still holds the title to this vehicle).
Regards,
[redacted]
Thank you for making us aware of the problems you are presently experiencing with your vehicle. We were unaware of these problems until the receipt of this Revdex.com complaint per the Sales Manager where your vehicle was purchased several months ago. You have a great warranty on your vehicle, and as...
a result, if your vehicle had been serviced by us when your mechanical problems arose, we feel that these problems, most probably, would have already resolved (the possible repairs/identification as to the problems associated with your vehicle), on your higher mileage, used vehicle, by your 24,000 mile/24,000 month warranty. Our customers who have this warranty are very pleased with the repairs that it covers as well. Please contact the Product Specialist from whom your purchased your vehicle, [redacted], who is waiting for your phone call, and he is aware that you should be calling him. He will make arrangements with you to put you into a loaner vehicle, and you will need to leave your vehicle with us for a few days so that we can have it properly evaluated as to what may be wrong, so that those issued can be professionally addressed.We truly value all of our customers, and the customer experience/satisfaction is of utmost importance to our dealership. When we are made aware of the problems a customer may be experiencing, we will always do our best to assist the customer by addressing their specific situation.
McCluskey Chevrolet has refunded Mr. [redacted]'s $100.00 deposit, which was given to us by Mr. [redacted] with a gift card. Since a gift card as a down payment is a little out of the ordinary for our dealership, we had to wait until the next day for our administrative personnel (who had already left for the...
day), to be on site to advise us as to how to refund the $100.00 deposit to this customer.
I just spoke with [redacted] and gave her the choice of picking up her check at our dealership, or it being mailed to her. She indicated she would like it mailed. I advised her that it would be mailed out today.
[redacted] Product Specialist, [redacted]r, who assisted him with the purchase of his vehicle, sent him communication on July 29, 2015 (as evidenced in our digital customer file of all correspondence), and states:"You can go to a Honda dealership and have the key cut, but they (the Honda...
dealership), has to send us an invoice for the key and then we'll send them a purchase order." Therefore, if [redacted] would be so kind as to do this, as noted above, we will happily take care of his key issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I picked up the vehicle today and locks are not all repaired the passenger side rear door power lock doesn't work after I was assured they were all fixed. When I purchased the van they all worked and that's all I'm asking for locks to all being in working order
Regards,
[redacted]
McCluskey Chevrolet understands Mr. [redacted]' frustration with the delay in paying off his trade in, but as is normal and customary at any reputable dealership, a trade in is not paid off by McCluskey Chevrolet until the funding for the new vehicle purchased by the customer has occurred. Mr....
[redacted]' funding was just recently finalized (6-25-15), on his new vehicle purchase, therefore, we have started our process of paying off his trade in and securing his memorandum title for registration/tag purposes. We have spoken with the Product Specialist who worked with Mr. [redacted]' on his purchase, and he has indicated that he indicated to the customer that the trade in would be paid off 2-3 days AFTER the funding had taken place on the new vehicle he purchased. McCluskey Chevrolet apologizes for any inconvenience or misunderstand that the customer may have had in this regard.
Customer picked up their vehicle on July 8, 2015 and called McCluskey Chevrolet's Body Shop on July 9 with some concerns. The shop advised the customer to stop back in and we would address/investigate her concerns. At that time, the customer was notified that there might be some check-out fees...
involved if it is determined that the issues are not related to the accident or repairs. If they are related, all check-out fees and repairs would be covered 100% by her insurance carrier, Allstate Insurance Company. The owner was advised that the first step was to diagnose the issues reported. The second step would be to submit the findings to her insurance carrier and they determine/decide whether the issues are related to the accident the customer experienced. These additional concern/issues are not authorized by McCluskey Chevrolet, but have to be authorized by her insurance carrier. All of this was explained in detail to [redacted]. Our Body Shop spoke with the customer on July 13th and advised her regarding the process that must be followed, as they had done the week prior with her as well. As of July 13, 2015, [redacted] has not scheduled an appointment to have these additional concerns/issues looked at in our shop, and no solution can be determined with regards to the issues/concerns since we do not know the source of the problem.On July 14, 2015, [redacted], the vehicle owner's father, stopped by our Body Shop to address/point out the concerns with regards to the vehicle. Those concern/issues were:1) Rear cover hanging off quarter panel - McCluskey Chevrolet had just replaced this last week, and it appears the vehicle has already been hit again. Body Shop Manager showed [redacted] that impact and told him that the vehicle needed a new bumper cover. This vehicle would have never went out of our Body Shop in this condition, nor would [redacted] have accepted the vehicle in this condition when it was picked up. This issues is not related to McCluskey Chevrolet's workmanship, or the original claim.2) Tire Pressure light is on dash - Right front wheel/tire has been hit and needs a new tire, wheel, wheel cover, and alignment. This was all documented on the original Check-In-Sheet that the owner signed - again, not related to McCluskey Chevrolet or claim related.3) Key remote not working - needs a battery and re-programmed. She would need to go to the Service Department to address and confirm our preliminary findings, and this would be at the owner's expense, again, not related to McCluskey workmanship, nor claim related.[redacted] agreed with the Body Shop Manager that none of their concerns/issues are related to the claim and that he would handle all of them himself. These issues/concerns, in our opinion, should have never been reported to the Revdex.com, and McCluskey Chevrolet's Body Shop should be cleared from this report, as none of these issues/concerns initially reported were related to the claim itself, or McCluskey Chevrolet's workmanship.
The customer(s) have visited our dealership today and re-signed paperwork for their vehicle loan, allowing them to stay in the vehicle that they originally purchased from us recently. McCluskey Chevrolet is the entity that provides the vehicle, and has no control whatsoever over the...
stipulations to the loan that any lender requires in order to fund/finalize a vehicle loan. Our role is to provide the product (the vehicle), collect information from the customer(s) via a credit application, and then submit that information over to our large lender base for the best rate/term/approval - on behalf of the customer. When any customer is searching for a vehicle loan, credit has to be collected, submitted and presented to lenders in an effort to get the best rate, term, and ultimate approval for the customer. Shopping for a vehicle in this regard does not greatly impact a person's credit score, as lenders understand that during this shopping process, there will oftentimes be multiple submissions, again, in an effort to obtain the best rate/term/approval for a customer. All of McCluskey Chevrolet's sales professionals are extensively trained on the process of working towards a sale, including what type(s) of income can/cannot be used/credited to a person/party's credit application that will be submitted to lenders. They realize that a person/party's income, that is not actually on the loan itself, regardless of whether or not they are in the same household or not, cannot be used/factored in. In order for someone else's income (regardless of their relationship to the buyer, or co-buyer), to be considered by a lender, they would need to complete a credit application as well, and agree to be a part of the purchase contract. The fact that Ms. [redacted] was using and including her spouse's income, who was not on the original loan, was an unknown factor to the Product Specialist she worked with. Ms. [redacted] assumed that she could include her spouse's income because it was "household" income, when in fact, without him on the loan, it could not be utilized. When the lender asked for the "proof" of the income "claimed" (which is usual and customary at any dealership, with not every potential customer, but most), that is when it was determined that Ms. [redacted] had indeed used her household income on the credit application, and of course, was when the original lender determined there was a potential problem because the original approval was based upon this total income, which erroneously included. It appears that this situation has been remedied - by McCluskey Chevrolet working with our large lender base to secure the loan, (with the correct income reflected), and the vehicle for the parties involved. We appreciate the opportunity to be of service to Ms. [redacted] and her family members, and apologize for the inconvenience they have experienced as a result of this particular situation.
We have reviewed Mr. [redacted]'s complaint and would first like to address the comment that he/they are uncomfortable with coming back to our dealership for any further work to be performed on the 2014 Ford Escape purchased from us that qualifies/qualified, for our free and exclusive LIFETIME...
MECHANICAL PROTECTION - for the lifetime of his vehicle ownership. As per our insurance carrier's policy, the oil changes/tire rotations would have to be performed at McCluskey Chevrolet (@ 5,000 mile intervals for used vehicles), in order for this coverage to remain in full force and effect. We hope that Mr. [redacted] realizes the value in this alone and will choose to get his vehicle serviced by us in exchange for this lifetime of coverage, by realizing that our ultimate goal is to make our customers comfortable, valued and happy with their overall experience - whether sales, service or body shop related.McCluskey Chevrolet addressed the customers concern with regard to the tail-gate that was out of alignment, and it has been repaired by our Body Shop, and according to this complaint, the customer was pleased with this work, and it has been satisfactorily resolved. In addition, McCluskey Chevrolet will, as agreed, pay for the Ford Smart Key to be/that was programmed. All we need is a copy of the billing/receipt for this service, and we will happily reimburse Mr. [redacted] for this cost.All of our used vehicles go through a 27-point inspection, which includes an examination of the struts. In review of the 27 point inspection findings by our Service team who conducts such, the struts were not an area of concern, nor mentioned or recommended that they be addressed. I would be willing to consider some assistance to the customer in this regard, once we are provided with documentation from a reputable dealer indicating that this replacement is/was mandatory, thereby making the vehicle unsafe to drive.Mr. [redacted] purchased a used, 2014 Ford Escape with almost 40,000 miles. My point here is that it was not a "new" vehicle, therefore, there are going to be some items on a used vehicle that aren't perfect, such as the pin-striping Mr. [redacted] references. The Product Specialist indicates that the customer was told that we would "look" at the pin-striping and see what our specialist who performs this type of work thought about any work that might need to be performed in this regard. Our specialist couldn't even find the area of concern on his own (it was so small it was not obvious to anyone at a glance), and it had to be pointed out to him by the Product Specialist who assisted Mr. [redacted] with his purchase. The area of concern was extremely small, and the pin-striping specialist indicated that nothing could be done with such a small area short of entirely replacing the pin-striping and the adhesive matter on the vehicle itself. Replacement of the pin-stripping was never promised to Mr. [redacted], and we fulfilled our promise by having our specialist review the pin-striping - and again, something of this nature is to be expected on a used vehicle. During the buying process, the customer indicated to his Product Specialist that although he knew it was a used vehicle, he wanted it to look like new. The Product Specialist, at that time, informed the customer that it wasn't possible to make a used vehicle new again. McCluskey Chevrolet prides itself on complete customer satisfaction, and day in and day out, we strive to address all concerns from our customers (or potential customers), with a satisfactory resolution.
The car was still acting the same way it did when I originally brought it in there were no changes it didn't get worse . They told me the jerk was the coil pack , spark plugs , and wires and after they fixed it (supposedly) it is still jerking as the car takes off. So they didn't fix the original problem it's still doing the same thing that it did when we brought it in so they took our $450 and didn't fix the original problem.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I brought issue of my brakes to there attention when I was in for my first oil change (5000) miles not the (11000) miles Mccluskey is telling you all . When I went in it was on March 03,2016 (5000 miles) I had them check the brakes and the service manager that was on duty said that the rotors had a lot of rust on them and that the only way is to replace the brakes and rotors. So to only have the car for 5000 miles even the service manager said it shouldn't have had that much rust on it for only 5000 miles. So why should I be responsible for the cost to replace both the brakes and rotors? I also found out that they had the car and hadn't done the inspection since October of 2015. That's about 4 months the car set there they should've checked it right before they sold it to me.
Regards,
[redacted]
McCluskey Chevrolet sincerely apologizes to Ms. [redacted] with regards to her attempts to find out the status of her Kings Island passes. Ms. [redacted] did/does qualify for the 4 free season passes for the 2016 season. She did comply with the conditions of receiving the season passes award from us, since...
she purchased a vehicle after she submitted the necessary criteria to McCluskey Chevrolet. At this time, we do not have the 2016 season passes for Kings Island in our possession, as they have not yet been issued to us. I am going to email Ms. [redacted] a letter from McCluskey Chevrolet attesting to the fact that she is entitled to these passes for her peace of mind, until they are received by us from Kings Island. I am also going to personally follow up with Ms. [redacted] as soon as these passes are received, so we can make arrangements for her to pick them up, and to start enjoying the upcoming summer at Kings Island - compliments of McCluskey Chevrolet!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not comfortable with McCluskey performing any additional work on my vehicle because I believe that they will miss the issue again. I would like a $99 refund so I can go to another dealership to perform the diagnostic and get work done.
Regards,
[redacted]
Prior to the customer's arrival, the vehicle that they were interested in was sold prior to them pulling on the lot. McCluskey Chevrolet apologizes that your Product Specialist was unable to contact you prior to your arrival to let you know this information, although we make every effort to do so as...
a convenience for our customers. The customer's Product Specialist did work with our management team prior to Ms. [redacted]'s visit to obtain her pre-approval status, and made her aware of the documentation that they would need to bring with them. Ms. [redacted] was shown several other alternative vehicles, at her time of arrival, that would/could work for her based upon the approval(s) we had in this regard, but a decision was made by Ms. [redacted], at that time, that they were not vehicles that she wished to pursue. At this time, I have been informed by our management team that we are still looking for a vehicle that will suit the customer's needs that would be similar to the one that was sold prior to their arrival. The great news is that as a large volume dealer, we have hundreds of choices in our inventory. A dealership generally doesn't "hold" a vehicle for a customer until they arrive, unless there is a deposit (of at least $500), that is given in advance to the dealership, to hold the vehicle. We always happily refund a customer's deposit if they find that the vehicle wasn't what they were seeking at the time of their visit/test drive. Mr. [redacted] didn't lie to Ms. [redacted]. At the time the appointment was set up, the vehicle was still available for purchase - by any customer. As we already know, the vehicle was sold prior to their arrival as indicated here.McCluskey is going to mail Ms. [redacted] a Visa card to help offset the trip that was made to our dealership, and the gas she references was spent for the trip. We are still hopeful that we can locate a vehicle that will suit Ms. [redacted]'s needs, which is what we are currently seeking for her.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I called today, July 17, 2015 and left a message for her. Thank you for helping me resolve this serious matter Revdex.com
Regards,
[redacted]