[redacted] was called serveral times that his car was finished and we needed are free loaner car back. After 7 days of no returned phone calls from [redacted] we had no choice but to retrieve our car. [redacted] has is car back at this time. Thank you,John A[redacted]Parts & Service Director
To whom it may concern,I spoke to [redacted] and assured her the vehicle is still considered a new car and was never registered. We also informed her that the car was a service loaner and has no prior damage history to address her concerns.She asked if she would be able to trade out of the car early...
and I assured her she could as long as her financial situation allows us to.She will have special consideration when we put another deal together with her.Thank you,Steve W[redacted]
Our Gm contract has very specific language in regards to mileage. We have no reason to manipulate mileage on a contract. In the future if the customer runs over miles we would certainly provide her additional discounts and incentives to help her trade out of her vehicle sooner when she approaches her limit. Unfortunately we were not aware of the situation until weeks after the deal was finalized.If we were made aware of the mileage problem we could have halted the funder and changed the miles within the first few days of the deal.
Tell us why here...In reply to the complaint filed by [redacted]: When she brought her vehicle in for service the repair order for the work to be performed, identified 2 concerns. First concern states, ”Check engine light on and will not accelerate” and the second “check rear air suspension”....
[redacted] signed this work order when she dropped her car off for service. Since we are considered to be the best qualified to work on automobiles since all of our technicians are factory trained, the first step in diagnosing any type of drivability concern would be to first address why the systems “check engine lamp” is illuminated. This lamp indicates that there is a fault code and through proper diagnosis with the proper equipment will lead to the malfunctioning component(s) or systems. These faults could also create a multitude of related symptoms. Our technician performed this diagnosis properly, which lead to the fault code “P0171-fuel trim system lean bank 1”. Upon further diagnosis our technician found the cause, which was a leaking intake manifold gasket. Ms. [redacted] authorized us to make these repairs. Upon completion of the repair, the check engine lamp was no longer illuminated and the engine ran correctly without faults. When the vehicle was completed our technician did not rode test the car, he ran the engine to full operating temperature, retested and scanned all systems and was satisfied that the repairs were complete and performed correctly, which they indeed were. Unknowingly though the vehicle still had an internal transmission concern, which was never experienced since we did not road test it. The first step to the proper repair of these highly technically equipped vehicles with advanced computer systems that control virtually everything in a car is to monitor the main computers and run proper diagnostics. We did this correctly although as Ms. [redacted] stated, another concern was still present. Hindsight is always 20/20 and if we could have known that the initial repair wasn’t going to fix her car completely, we obviously would have forewarned her of the impending repair. Bottom line is that both repairs needed to be completed. What Ms. [redacted] did not mention in her complaint was that we had offered to refund her a portion of the repair bill since she was disappointed with our service. She declined anything less than a complete refund for the entire repair. We are still willing to refund her $345.25 (50%) of the $690.47 as an offer of goodwill.
[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.]
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,
Michael [redacted]
Complaint: [redacted]
I am rejecting this response because:FC Kerbeck sold this vehicle to me under the premise that the vehicle received a through multipoint inspection by an [redacted] certified technician and it had no mechanical issues upon delivery.FC Kerbeck is incorrect stating that this characteristic is normal for this vehicle. First I have owned other [redacted] with a [redacted] engine and that vehicle did not have this characteristic. Secondly when this " charachteristic" was investigated by a factory authorized [redacted] dealer, using factory trained technicians and diagnostic equipment, the vehicle sold to me by FC Kerbeck was found to have a faulty ignition coil. FC Kerbeck did offer to accept this car in return and refund my money for the purch[redacted] price of the vehicle only. I declined their offer since I have had the ignition coil replaced as well as other maintenance issues discovered by the authorized [redacted] dear that must not have been discovered in FC Kerbecks "multi point inspection by an [redacted] certified technician". This work had to be completed so the vehicle could be operated safely, without rough idle and stalling issues. Also this work was completed prior to FC Kerbecks offer to refund the purch[redacted] price of the car I will accept one of the following solutions:FC Kerbeck reimburse me in full for the labor and material to replace the ignition coil and spark plugs, which resolved the rough idle. $600.00orFC Kerbeck refunds the the purch[redacted] price of the vehicle including tax, motor vehicle fees, document fees plus the total amount for all repairs and maintenance performed on this vehicle in order for it to operate correctly and safely.
Regards,
[redacted]
The car was purchased 2/15/16, 3 months ago. Prior to delivery there was 172 point inscpection done on the car. A copy of which was given to Mr. [redacted] at delivery.There was initial concern with the stereo system which was addressed. We do not have any record of Mr. [redacted] calling about the...
attched issue. We will gladly take a look at the car. Please call [redacted] to schedule the service appointment. [redacted]Thank you,[redacted]
The issue Mr.
[redacted] is concerned with is a characteristic of the car and the way it runs.
This was explained to him when he was at the dealership.In
reference to Mr. [redacted] issue we called and offered to give him a full
refund and take the car back. He stated he likes the car and wants to...
keep it.Thank you
for your assistance in helping us resolve this matter.Sincerely,[redacted]FC Kerbeck[redacted]Palmyra, NJ
08065[redacted]
Tell us why here... Again, we apologize for any and all inconveniences that Ms. [redacted] has experienced with her vehicles recent concerns and would like to refund her $345.25 as a gesture of goodwill.
Tell us why here...To whom it may concern,We received a complaint from Mr. [redacted] of the above mentioned case number. I have informed Mr. [redacted] that we need his receipt to refund his deposit.This is a standard procedure in most dealerships. He has not provided us with his receipt as of today....
We are however refunding his deposit as it seems he has misplaced his receipt from us.Thank you,[redacted]General Sales Manager Fc Kerbeck Buick-Gmc###-###-####
[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.]
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]
[redacted] was called serveral times that his car was finished and we needed are free loaner car back. After 7 days of no returned phone calls from [redacted] we had no choice but to retrieve our car. [redacted] has is car back at this time. Thank you,John A[redacted]Parts & Service Director
To whom it may concern,I spoke to [redacted] and assured her the vehicle is still considered a new car and was never registered. We also informed her that the car was a service loaner and has no prior damage history to address her concerns.She asked if she would be able to trade out of the car early...
and I assured her she could as long as her financial situation allows us to.She will have special consideration when we put another deal together with her.Thank you,Steve W[redacted]
Our Gm contract has very specific language in regards to mileage. We have no reason to manipulate mileage on a contract. In the future if the customer runs over miles we would certainly provide her additional discounts and incentives to help her trade out of her vehicle sooner when she approaches her limit. Unfortunately we were not aware of the situation until weeks after the deal was finalized.If we were made aware of the mileage problem we could have halted the funder and changed the miles within the first few days of the deal.
Tell us why here...In reply to the complaint filed by [redacted]: When she brought her vehicle in for service the repair order for the work to be performed, identified 2 concerns. First concern states, ”Check engine light on and will not accelerate” and the second “check rear air suspension”....
[redacted] signed this work order when she dropped her car off for service. Since we are considered to be the best qualified to work on automobiles since all of our technicians are factory trained, the first step in diagnosing any type of drivability concern would be to first address why the systems “check engine lamp” is illuminated. This lamp indicates that there is a fault code and through proper diagnosis with the proper equipment will lead to the malfunctioning component(s) or systems. These faults could also create a multitude of related symptoms. Our technician performed this diagnosis properly, which lead to the fault code “P0171-fuel trim system lean bank 1”. Upon further diagnosis our technician found the cause, which was a leaking intake manifold gasket. Ms. [redacted] authorized us to make these repairs. Upon completion of the repair, the check engine lamp was no longer illuminated and the engine ran correctly without faults. When the vehicle was completed our technician did not rode test the car, he ran the engine to full operating temperature, retested and scanned all systems and was satisfied that the repairs were complete and performed correctly, which they indeed were. Unknowingly though the vehicle still had an internal transmission concern, which was never experienced since we did not road test it. The first step to the proper repair of these highly technically equipped vehicles with advanced computer systems that control virtually everything in a car is to monitor the main computers and run proper diagnostics. We did this correctly although as Ms. [redacted] stated, another concern was still present. Hindsight is always 20/20 and if we could have known that the initial repair wasn’t going to fix her car completely, we obviously would have forewarned her of the impending repair. Bottom line is that both repairs needed to be completed. What Ms. [redacted] did not mention in her complaint was that we had offered to refund her a portion of the repair bill since she was disappointed with our service. She declined anything less than a complete refund for the entire repair. We are still willing to refund her $345.25 (50%) of the $690.47 as an offer of goodwill.
[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.]
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,
Michael [redacted]
Complaint: [redacted]
I am rejecting this response because:FC Kerbeck sold this vehicle to me under the premise that the vehicle received a through multipoint inspection by an [redacted] certified technician and it had no mechanical issues upon delivery.FC Kerbeck is incorrect stating that this characteristic is normal for this vehicle. First I have owned other [redacted] with a [redacted] engine and that vehicle did not have this characteristic. Secondly when this " charachteristic" was investigated by a factory authorized [redacted] dealer, using factory trained technicians and diagnostic equipment, the vehicle sold to me by FC Kerbeck was found to have a faulty ignition coil. FC Kerbeck did offer to accept this car in return and refund my money for the purch[redacted] price of the vehicle only. I declined their offer since I have had the ignition coil replaced as well as other maintenance issues discovered by the authorized [redacted] dear that must not have been discovered in FC Kerbecks "multi point inspection by an [redacted] certified technician". This work had to be completed so the vehicle could be operated safely, without rough idle and stalling issues. Also this work was completed prior to FC Kerbecks offer to refund the purch[redacted] price of the car I will accept one of the following solutions:FC Kerbeck reimburse me in full for the labor and material to replace the ignition coil and spark plugs, which resolved the rough idle. $600.00orFC Kerbeck refunds the the purch[redacted] price of the vehicle including tax, motor vehicle fees, document fees plus the total amount for all repairs and maintenance performed on this vehicle in order for it to operate correctly and safely.
Regards,
[redacted]
The car was purchased 2/15/16, 3 months ago. Prior to delivery there was 172 point inscpection done on the car. A copy of which was given to Mr. [redacted] at delivery.There was initial concern with the stereo system which was addressed. We do not have any record of Mr. [redacted] calling about the...
attched issue. We will gladly take a look at the car. Please call [redacted] to schedule the service appointment. [redacted]Thank you,[redacted]
The issue Mr.
[redacted] is concerned with is a characteristic of the car and the way it runs.
This was explained to him when he was at the dealership.In
reference to Mr. [redacted] issue we called and offered to give him a full
refund and take the car back. He stated he likes the car and wants to...
keep it.Thank you
for your assistance in helping us resolve this matter.Sincerely,[redacted]FC Kerbeck[redacted]Palmyra, NJ
08065[redacted]
Tell us why here... Again, we apologize for any and all inconveniences that Ms. [redacted] has experienced with her vehicles recent concerns and would like to refund her $345.25 as a gesture of goodwill.
Tell us why here...To whom it may concern,We received a complaint from Mr. [redacted] of the above mentioned case number. I have informed Mr. [redacted] that we need his receipt to refund his deposit.This is a standard procedure in most dealerships. He has not provided us with his receipt as of today....
We are however refunding his deposit as it seems he has misplaced his receipt from us.Thank you,[redacted]General Sales Manager Fc Kerbeck Buick-Gmc###-###-####
[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.]
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]