The consumer stopped in without their trade-in, after giving them an unseen estimated value of $2,they attempted to make an offer to purchase our vehicleThe consumer was asked to come back with their trade so we could give them an actual appraised value, at no time did we, or would we “agree
upon a deal” without seeing and appraising their year old , 112,mile vehicleWhen a deal is consummated a buyers order (not offer sheet) is drawn up and signed by the sales manager and buyer, at no time did this take place as confirmed by the consumer
The OUT OF WARRANTY timing chain repair should have cost the consumer approx$2,500.00. After contacting General Motors and getting them to participate, we were able to reduce the total cost of the repair to $850.00, which saved the consumer over $1,600.00. We also
provided the consumer complimentary transportation for the time their vehicle was in our shop saving them over $1,200.00 The consumer was NEVER told that the engine would have to be removed, and there is absolutely no way the repair we did affected the struts. Upon inspection of the struts we found the right strut had been leaking for some time, and the left had just started. Being the consumer implied that we were less than an honest shop, we gave the consumer a written estimate for the strut and invited them to get a second opinion
I am rejecting this response because: The dealer did indeed create two offer sheetsI asked the salesman Tim for the original offer sheet, and he texted me the attached file with the changed agreement crossed out, and he even went as far as writing in the original agreementThey are stealing hard earned money from unsuspecting customers who don't read over the paperworkI am guilty of doing just thatI got small talked about my children and would have never in my life expected there to be changed numbers on the paper I signed.When I called them out on the errorIt was explained to me that the difference between the agreement and the price paid was due to "my tax savings" from my trade in. I have attached a copy of my saved text message with the salesman trying his best to cover up why they changed our agreed on price
The customer called us around 9:am asking if they could bring their vehicle in because of a power steering concern, at this time their vehicle was at another repair shop. Our service advisor informed the customer they could bring it in but that we wouldn't be able to look at it until
after 1:pm due to the amount of existing appointmentsThe customer brought the vehicle in around 11:am, we informed them that we had no rental vehicles available but that we were expecting one back later in the day. The customer stated that the other shop told them their vehicle needed tie-rod ends, we explained to the customer that we needed to diagnose the concern; the customer signed the repair order acknowledging the $diagnostic fee that would be waived if we did the repairThe customer came back around 12:and became belligerent because their vehicle wasn't in the shop yet; our service advisor again explained to them that we would get it in right after lunch once we were caught up with the morning appointments. The diagnosis from the other repair shop WAS INCORRECT, the vehicle needed the whole steering rack replaced which the customer's extended service contract would coverWhen we called the extended service contract company to get the repair authorized, we were informed that they had already authorized the repair for the first shop and that the customer would need to contact them to cancel it before they would authorize the repair for usWe explained this to the customer who did call and have the first authorization cancelled. The customer called back around 5:pm wanting a rental vehicle (which the extended service contract company would cover), we told the customer that one still hadn't come back but that we were expecting it to be returned soon. 10-minutes later the rental vehicle returned and our service advisor called the customer to let them know, at this point the customer told our advisor that they were going to pick up their vehicle and take it to another repair shopWhen the customer came back to pick up their vehicle we had the rental vehicle ready for them so we could complete the repair the next day, instead the customer paid for the diagnosis and left in their vehicle. Throughout this whole interaction the customer was very inpatient and combative, I don’t feel we should reimburse them for the diagnosis we performed after we tried to accommodate them in every way we could. Again, had we done the repair the diagnostic charge would have been waived
I am rejecting this response because: Yes, my vehicle was out of warranty However, Toth Buick neglected to tell you that GM knows there are problems with timing chains in these vehicles and that's why GM (not Toth) came up with the $total for the repair of the timing chainYes, Toth gave us a loaner vehicleHowever, WE had no control that Toth took over weeks to repair my vehicle Yes, I was told by Larry at Toth that the engine would need removed! Regarding my complaint on my struts, thatas the whole complaint with the Revdex.com AGAIN, there was not a problem with my ride when I took it in for repair of the timing chain Its very suspicious that when we picked up my vehicle and drove it home that we noticed it bouncing, and pulling to the left and not driving smooth Drives like a truck! IF the struts had been leaking for sometime, WHY did Toth not notice this when they had my vehicle in for repair with the timing chain? ALso, if Toth felt so badly that this happend to us, why did they not offer to reduce the cost of replacing the struts and even offer to say, yes there could have been an error in the shop when putting my engine back together, BUT they did not!Yes, we took my vehicle for a second opinion and low and behold the mechanic told us the struts just don't go bad that quickly We would have seen them leaking (puddle in our garae) and we of course would have notice a difference in the ride My car was/is so out of align, that now I must have it aligned and have new front struts put onThe mechanic also told us that the car should not be driven Now that I have contacted the Revdex.com, the lies are coming out with Toth!
Initial Business Response /* (1000, 8, 2015/09/22) */
When the consumer picked up their new truck, he told our sales manager that he was "very picky about his trucks" and that he would not take delivery until he went over it with "a fine toothed comb"After thoroughly inspecting the vehicle our
sales manager confirmed with the consumer that the truck was acceptable, THE CONSUMER FOUND NO DAMAGE OR FLAWS AND TOOK DELVERYFurthermore, this truck was delivered to us from the factory on 08/01/2015, the consumer took delivery on 8/10/2015, in those days the truck had NO BODY or PAINT work done to itA dent removal company has since repaired the dents found on the roofOur business manager knew nothing about the loan being refinanced until the consumer contacted him approximately one week after taking delivery, the bank contract the consumer read and signed clearly discloses that there may be a pre-payment penaltyThis disclosure is directly under the payment amount in the Federal Disclosure box on the front of the contract
Initial Consumer Rebuttal /* (3000, 10, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did look over the truck in the garage and did find flaws and told my sale consultant Brandon about the marks in the fender flares on both rear fenders and he told me they were only tape marks from the plastic they wrap the truck in and that it would come off after a few washes and I then said to him that because its raining that I couldn't get a better look at it and if I find anything else if he would take care of it and was told yes, there will be no problem with thatThe Sales Manager was not there when I looked at the truck and took delivery of itI only saw him on the sales floor when I did ask him if they used *** and was told that they are in the works of getting them but don't have them at this time and I said that's not a problem I will just refinance it when I get back homeI also asked him if he could wash the truck because it was very dirty and I wanted to make sure there was no scratches or chips in the paintI was not aloud to get in the bed of the truck when it was in the garage to look at the roof because of insurance reasons and it was raining outside so I never saw the roof and the dents it hadI also couldn't see the difference in the paint in the right front fender until the sun was on itIt looks like it is metallic paint and the rest of the truck is notI also had several body shops look at it and was told it was metallic paint too that it was repainted with the wrong colorI can't say if they did it at the dealer or factory I just want it to be rightWe also told the finance person that we will be refinancing the loan with *** when we get home and asked about any fees for early pay off and was never told there wasHe did say that he doesn't normally work in finance but when she is off so I am thinking he just didn't know so just said no and never looked to see if there wasThe dents have been repaired since all of this and I had to use my insurance to cover them not the dealerI have been trying to get the dealer to fix the right front fender so it matches the rest of the truck, replace the rear fender flares and pay the 1% early payback on the loan that they never told us aboutI even offered to pay half of the fee and was told that he would check with his boss and get back to me but that never happened tooI just wonder how much you need to spend at this dealer to be taken care ofAll they cared about was making a saleI was from out of state so I guess they never thought I would come back to them so why help me I'm not likely to be a return customer but I would have been if it wasn't for the way I am being treated after the saleI don't understand why they will not just take care of my truck and make it like it should have beenI also don't understand why I had to go to the Revdex.com to handle this but after many phone calls and nothing done I didn't know what else to doThe funny thing about all of this is they never told me to bring the truck out to them to see the problems with itThat makes me wonder if they already knew they were there, why else would they never ask to look at itI hope this dealer doesn't treat all there customers like this if they like return businessI have never been treated like this when buying a vehicleI just can't understand why they wouldn't want to fix thisThe paint should be Warranty just like the fender flares, the dents are done and pay the 1% fee and that makes it right
The Retail Buyers Order the consumer signed states $37,trade allowance and the balance due, the consumer brought in a Cashier's Check for the correct amount due. There were not two offer sheets, we've been doing business for over year and have an A+ rating with the Revdex.com, we surely
wouldn't have stayed in business for over years or have an A+ rating with the Revdex.com if we conducted business as the consumer described
Initial Business Response /* (1000, 5, 2015/07/16) */
We performed a warranty repair on the customer's vehicle, in the process we never touched the exhaust system on the the carIt's not unusual for an exhaust donut gasket to fail at 79,miles, and that failure is in no way related to the
work we performed on the vehicleWe offered to make the repair at NO COST to the customer, but she became totally unreasonable with her demandsWe therefore withdraw our previous offer
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dropped my car off for a transmission issueWhen I picked it up, it sounded like a lawn mowerI had no understandingAs a customer, the dealership told me that they were swamped and I would have to wait until an hourly employee came in days later to fix the issueAll I know is when I dropped my car off that issue was NOT presentI think the customer service was POOR and that the sales and service manager were very unprofessionalThere was no communication that this issue was present in any of the prior visitsThis instance the ball was dropped and I want my car fixedI have had Toth service my car throughout any issue , this is the Thanks I getSo much for quality customer serviceNot to mention the headlight they replaced a month ago is not workingI am in aweI want my car fixed
Final Business Response /* (4000, 9, 2015/07/27) */
No one in our organization told the consumer that they had to wait until an "hourly employee came in days later"Because this part failure did not effect the driveability of the vehicle, and because of the backlog in our shop, we offered to make this goodwill repair business days later at NO COST to the consumerBecause of the way the consumer treated our employees in response to our offer, we respectfully withdraw our original offer and will not be servicing this vehicle in the future
The consumer stopped in without their trade-in, after giving them an unseen estimated value of $2,they attempted to make an offer to purchase our vehicleThe consumer was asked to come back with their trade so we could give them an actual appraised value, at no time did we, or would we “agree
upon a deal” without seeing and appraising their year old , 112,mile vehicleWhen a deal is consummated a buyers order (not offer sheet) is drawn up and signed by the sales manager and buyer, at no time did this take place as confirmed by the consumer
The OUT OF WARRANTY timing chain repair should have cost the consumer approx$2,500.00. After contacting General Motors and getting them to participate, we were able to reduce the total cost of the repair to $850.00, which saved the consumer over $1,600.00. We also
provided the consumer complimentary transportation for the time their vehicle was in our shop saving them over $1,200.00 The consumer was NEVER told that the engine would have to be removed, and there is absolutely no way the repair we did affected the struts. Upon inspection of the struts we found the right strut had been leaking for some time, and the left had just started. Being the consumer implied that we were less than an honest shop, we gave the consumer a written estimate for the strut and invited them to get a second opinion
I am rejecting this response because: The dealer did indeed create two offer sheetsI asked the salesman Tim for the original offer sheet, and he texted me the attached file with the changed agreement crossed out, and he even went as far as writing in the original agreementThey are stealing hard earned money from unsuspecting customers who don't read over the paperworkI am guilty of doing just thatI got small talked about my children and would have never in my life expected there to be changed numbers on the paper I signed.When I called them out on the errorIt was explained to me that the difference between the agreement and the price paid was due to "my tax savings" from my trade in. I have attached a copy of my saved text message with the salesman trying his best to cover up why they changed our agreed on price
The customer called us around 9:am asking if they could bring their vehicle in because of a power steering concern, at this time their vehicle was at another repair shop. Our service advisor informed the customer they could bring it in but that we wouldn't be able to look at it until
after 1:pm due to the amount of existing appointmentsThe customer brought the vehicle in around 11:am, we informed them that we had no rental vehicles available but that we were expecting one back later in the day. The customer stated that the other shop told them their vehicle needed tie-rod ends, we explained to the customer that we needed to diagnose the concern; the customer signed the repair order acknowledging the $diagnostic fee that would be waived if we did the repairThe customer came back around 12:and became belligerent because their vehicle wasn't in the shop yet; our service advisor again explained to them that we would get it in right after lunch once we were caught up with the morning appointments. The diagnosis from the other repair shop WAS INCORRECT, the vehicle needed the whole steering rack replaced which the customer's extended service contract would coverWhen we called the extended service contract company to get the repair authorized, we were informed that they had already authorized the repair for the first shop and that the customer would need to contact them to cancel it before they would authorize the repair for usWe explained this to the customer who did call and have the first authorization cancelled. The customer called back around 5:pm wanting a rental vehicle (which the extended service contract company would cover), we told the customer that one still hadn't come back but that we were expecting it to be returned soon. 10-minutes later the rental vehicle returned and our service advisor called the customer to let them know, at this point the customer told our advisor that they were going to pick up their vehicle and take it to another repair shopWhen the customer came back to pick up their vehicle we had the rental vehicle ready for them so we could complete the repair the next day, instead the customer paid for the diagnosis and left in their vehicle. Throughout this whole interaction the customer was very inpatient and combative, I don’t feel we should reimburse them for the diagnosis we performed after we tried to accommodate them in every way we could. Again, had we done the repair the diagnostic charge would have been waived
I am rejecting this response because: Yes, my vehicle was out of warranty However, Toth Buick neglected to tell you that GM knows there are problems with timing chains in these vehicles and that's why GM (not Toth) came up with the $total for the repair of the timing chainYes, Toth gave us a loaner vehicleHowever, WE had no control that Toth took over weeks to repair my vehicle Yes, I was told by Larry at Toth that the engine would need removed! Regarding my complaint on my struts, thatas the whole complaint with the Revdex.com AGAIN, there was not a problem with my ride when I took it in for repair of the timing chain Its very suspicious that when we picked up my vehicle and drove it home that we noticed it bouncing, and pulling to the left and not driving smooth Drives like a truck! IF the struts had been leaking for sometime, WHY did Toth not notice this when they had my vehicle in for repair with the timing chain? ALso, if Toth felt so badly that this happend to us, why did they not offer to reduce the cost of replacing the struts and even offer to say, yes there could have been an error in the shop when putting my engine back together, BUT they did not!Yes, we took my vehicle for a second opinion and low and behold the mechanic told us the struts just don't go bad that quickly We would have seen them leaking (puddle in our garae) and we of course would have notice a difference in the ride My car was/is so out of align, that now I must have it aligned and have new front struts put onThe mechanic also told us that the car should not be driven Now that I have contacted the Revdex.com, the lies are coming out with Toth!
Initial Business Response /* (1000, 8, 2015/09/22) */
When the consumer picked up their new truck, he told our sales manager that he was "very picky about his trucks" and that he would not take delivery until he went over it with "a fine toothed comb"After thoroughly inspecting the vehicle our
sales manager confirmed with the consumer that the truck was acceptable, THE CONSUMER FOUND NO DAMAGE OR FLAWS AND TOOK DELVERYFurthermore, this truck was delivered to us from the factory on 08/01/2015, the consumer took delivery on 8/10/2015, in those days the truck had NO BODY or PAINT work done to itA dent removal company has since repaired the dents found on the roofOur business manager knew nothing about the loan being refinanced until the consumer contacted him approximately one week after taking delivery, the bank contract the consumer read and signed clearly discloses that there may be a pre-payment penaltyThis disclosure is directly under the payment amount in the Federal Disclosure box on the front of the contract
Initial Consumer Rebuttal /* (3000, 10, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did look over the truck in the garage and did find flaws and told my sale consultant Brandon about the marks in the fender flares on both rear fenders and he told me they were only tape marks from the plastic they wrap the truck in and that it would come off after a few washes and I then said to him that because its raining that I couldn't get a better look at it and if I find anything else if he would take care of it and was told yes, there will be no problem with thatThe Sales Manager was not there when I looked at the truck and took delivery of itI only saw him on the sales floor when I did ask him if they used *** and was told that they are in the works of getting them but don't have them at this time and I said that's not a problem I will just refinance it when I get back homeI also asked him if he could wash the truck because it was very dirty and I wanted to make sure there was no scratches or chips in the paintI was not aloud to get in the bed of the truck when it was in the garage to look at the roof because of insurance reasons and it was raining outside so I never saw the roof and the dents it hadI also couldn't see the difference in the paint in the right front fender until the sun was on itIt looks like it is metallic paint and the rest of the truck is notI also had several body shops look at it and was told it was metallic paint too that it was repainted with the wrong colorI can't say if they did it at the dealer or factory I just want it to be rightWe also told the finance person that we will be refinancing the loan with *** when we get home and asked about any fees for early pay off and was never told there wasHe did say that he doesn't normally work in finance but when she is off so I am thinking he just didn't know so just said no and never looked to see if there wasThe dents have been repaired since all of this and I had to use my insurance to cover them not the dealerI have been trying to get the dealer to fix the right front fender so it matches the rest of the truck, replace the rear fender flares and pay the 1% early payback on the loan that they never told us aboutI even offered to pay half of the fee and was told that he would check with his boss and get back to me but that never happened tooI just wonder how much you need to spend at this dealer to be taken care ofAll they cared about was making a saleI was from out of state so I guess they never thought I would come back to them so why help me I'm not likely to be a return customer but I would have been if it wasn't for the way I am being treated after the saleI don't understand why they will not just take care of my truck and make it like it should have beenI also don't understand why I had to go to the Revdex.com to handle this but after many phone calls and nothing done I didn't know what else to doThe funny thing about all of this is they never told me to bring the truck out to them to see the problems with itThat makes me wonder if they already knew they were there, why else would they never ask to look at itI hope this dealer doesn't treat all there customers like this if they like return businessI have never been treated like this when buying a vehicleI just can't understand why they wouldn't want to fix thisThe paint should be Warranty just like the fender flares, the dents are done and pay the 1% fee and that makes it right
The Retail Buyers Order the consumer signed states $37,trade allowance and the balance due, the consumer brought in a Cashier's Check for the correct amount due. There were not two offer sheets, we've been doing business for over year and have an A+ rating with the Revdex.com, we surely
wouldn't have stayed in business for over years or have an A+ rating with the Revdex.com if we conducted business as the consumer described
Initial Business Response /* (1000, 5, 2015/07/16) */
We performed a warranty repair on the customer's vehicle, in the process we never touched the exhaust system on the the carIt's not unusual for an exhaust donut gasket to fail at 79,miles, and that failure is in no way related to the
work we performed on the vehicleWe offered to make the repair at NO COST to the customer, but she became totally unreasonable with her demandsWe therefore withdraw our previous offer
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dropped my car off for a transmission issueWhen I picked it up, it sounded like a lawn mowerI had no understandingAs a customer, the dealership told me that they were swamped and I would have to wait until an hourly employee came in days later to fix the issueAll I know is when I dropped my car off that issue was NOT presentI think the customer service was POOR and that the sales and service manager were very unprofessionalThere was no communication that this issue was present in any of the prior visitsThis instance the ball was dropped and I want my car fixedI have had Toth service my car throughout any issue , this is the Thanks I getSo much for quality customer serviceNot to mention the headlight they replaced a month ago is not workingI am in aweI want my car fixed
Final Business Response /* (4000, 9, 2015/07/27) */
No one in our organization told the consumer that they had to wait until an "hourly employee came in days later"Because this part failure did not effect the driveability of the vehicle, and because of the backlog in our shop, we offered to make this goodwill repair business days later at NO COST to the consumerBecause of the way the consumer treated our employees in response to our offer, we respectfully withdraw our original offer and will not be servicing this vehicle in the future