Link-Raydan Division

Initial Business Response / [redacted] (1000, 14, 2018/02/23) */ The customer had been advised and it was well documented of all the work that was needed and completed on his vehicle The dealership went well above and beyond in additional repairs for this customer that the dealership was not responsible for This customer has dealt with the owner directly and the dealership has done all that they are going to do for this customer

Initial Business Response /* (1000, 5, 2015/11/15) */
In Response to the complaint made by *** to the Revdex.com:
*** first inquired about purchasing a Acura TSX from us on October 6th We contacted her and scheduled an appointment for her to come in
and test drive the vehicleShe arrived with her Fiancé and began working with our sales representative ***We offered them an extended test drive for a two day period, and they ended up keeping the vehicle for three days
*** and her Fiancé returned on October 9th to purchase the vehicle late in the dayShe was very cautious about making credit inquiries due to some issues she did not want to elaborate onWe respected that wishWe agreed on numbers and she allowed us to run her creditThere was no inquiry from another lender for a pre-approval on the report and that was a concern because of her previous statement of having been pre-approved for the car loanWe were trying to obtain an interest rate that was satisfactory to her and we needed to work with different banks to do soDuring the process of getting the loan approved, we submitted the application to ***The underwriter requested a personal interview or welcome call from *** to discuss personal financial mattersWe also requested *** to do this numerous times, and she assured us that it would be completed, but it was notUltimately the financing ended up going through *** ***After *** called *** *** and explained the situation with ***, he submitted an indirect loan to them, only to find out the *** had also submitted an indirect loan to them as well*** *** chose to do the loan directly and mailed a check to usDue to not contacting ***, ***'s loan resulted in a higher interest rate than she had desiredThis was not an instance of out Finance Director, Salesperson, or any of the management lying to ***This all came about because she did not follow through on necessary actions needed to complete the loan processThis was explained clearly from the beginning and we reviewed it again with *** several more timesWe believe that we went above and beyond the course of action to make sure that we could help the customerWe gave permission for the extended test drive and worked very diligently to obtain the financing rate that she desired, and this required working with several banks
*** received a phone call from *** after the transaction was completedShe explained that her credit had been ran more than once and that she had been promised some items which remain outstanding from the dealership*** immediately met with both *** and *** about what transpired with *** called *** while they were together and when *** checked back with ***, he found out that the customer had still not returned any of the calls*** asked that we continue trying to get in touch with her
In ***'s complaint, she mentions that she did not receive the second keyShe received the second key on the night of delivery, October 9thWe have left several messages for her to schedule an appointment for the alignment that she is due to have completedShe has not returned our callsWe are not trying to pass the buck, as she indicated in her complaint, we would like to solve thisFor her convenience we have offered for her to just bring the vehicle by without an appointment
When we spoke to ***, he felt that he had been trying his very best to offer great customer service, by reaching out to *** numerous timesAs indicated on our business phone records, and his personal phone records his efforts are there and trueHe is still reaching out to help her
Reno Buick GMC Cadillac
Management Team

Initial Business Response /* (1000, 5, 2017/02/17) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@***.***
*** *** on 2/16/did get a call from the general sales manager and service manager to get the issue resolved, the following day
*** brought her car in and was provided a loan car to drive until her car is completed
Initial Consumer Rebuttal /* (2000, 7, 2017/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue was resolvedMy car was serviced today and I already have my vehicle backThank you for addressing the issue

Initial Business Response /* (1000, 10, 2016/10/11) */
Customer brought vehicle for check engine lightVehicle has aftermarket components installed but technician advised that replacing the mass airflow sensor MAY be enough to get vehicle to pass smog
Technician notes as follows:
SCAN ECM
HAS CODES P& PLEAN B& BALSO CODES P& PCATALYTIC CONVERTERS B& BCLEARED CODES AND TEST DROVELEAN CODES RESETCHECK SYSTEMNEEDS MAF SENSOR TO START WITH
Customer authorized initial repair to see if it would be enough to correct concernsTechnician concluded after replacing MAF sensor that vehicle would still not pass smog; aftermarket emissions components need to be replaced
Technician notes as follows:
RENEW MAF SENSORVEHICLE HAS AFTER-MARKET AIR INTAKE SYSTEM ON ITCLEARED CODESTEST DROVERAN GOOD AND NO CODES SETONLY ONE MONITOR PASSEDNEED TO TEST DRIVE TOMORROWTEST DROVE AGAIN AND NOW LEAN CODES RESETCAT MONITORS WILL NOT
PASSCHECK AIR INTAKE SYSTEM AND FOUND THAT REMOVING AIR FILTER FUEL TRIM WILL GO BACK TO FACTORY SPECSCLEARED CODES AND TEST DROVE AGAIN WITH AIR FILTER OFFFUEL TRIM PASSED BUT CATALYTIC CONVERTERS FAILEDNEEDS NEW AIR FILTER SYSTEM AND CATALYTIC CONVERTERS TO PASS SMOG
After authorizing initial repair (MAF sensor) that MAY have corrected complaint, customer declined balance of work necessary to fully correct complaints
We have strict policies on driving customer vehicles and we do not allow our technicians to eat in or otherwise dirty our customers' vehiclesFor this reason, we rarely, if ever, have any customer complaints regarding cleanliness and proper maintenance issues (i.etire inflation, etc.)
If the customer had allowed us to rectify this issue, we would have been happy to do so; we would welcome the opportunity to address a vehicle that was returned in less-than-acceptable condition and hold our technician(s) accountable for a dirty vehicle and/or for over-inflating the tires
Initial Consumer Rebuttal /* (3000, 12, 2016/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is not with the technical repairI had my vehicle properly repaired at another local mechanic
My complaint starts with my vehicle returned to me in worse condition; tires over-inflated after requesting no service to the wheels or brakes; something spilled on front driver's side seat (not sure if it was food, but something was definitely spilled); fuel tank at E (empty) when it had at least half tank when dropped off; and miles added to the odometer
When I immediately addressed these issues to the service manager, Greg, he agreed to resolve the issue with a full detail and a full tank of gasThe following week, my wife and I had a death in the immediate family out of state and I was away from Nevada for almost a monthSince I had saved all correspondence and voicemails, upon my return to the Reno area, I attempted to follow up with negative resultsI left multiple voicemails with service department personnel, only to have multiple phone calls returned to me asking if I was interested in upgrading my CadillacI received no phone calls or voicemails addressing my complaintI sent multiple emails with no responseThe only voicemail I received was from Ian, who only addressed my exhaust issues with the catalytic converters, which was NOT my complaint
Again, I acknowledge my Cadillac CTS-V has aftermarket exhaust components that required a more sophisticated repair, and that is why I declined further work
My ONLY complaint remains that after I had spent over $1,for service, my Cadillac was returned to me in a filthy condition both inside and outsideSomething was spilled on the driver's seat with no attempt to clean it upThe tires were needlessly and dangerously over-inflatedUpon return, the fuel tank was completely emptyThere was no explanation for miles added to the car
Further, when I made multiple attempts to follow up with the service department, no one responded back to me
Final Business Response /* (4000, 14, 2016/10/19) */
We certainly apologize for the condition in which the vehicle was returnedWe are absolutely still willing to honor our offer to have the vehicle detailed and fill the vehicle with fuelWe can schedule an appointment Whenever it is convenient for the customer to bring the vehicle in

Initial Business Response /* (1000, 14, 2018/02/23) */
The customer had been advised and it was well documented of all the work that was needed and completed on his vehicle The dealership went well above and beyond in additional repairs for this customer that the dealership was not responsible
for This customer has dealt with the owner directly and the dealership has done all that they are going to do for this customer