Lupient Buick GMC

Initial Business Response / [redacted] (1000, 9, 2015/08/27) */ We have put a letter together and sent it to ***I did fax all of the information into [redacted] We are unable to offer any assistance because we do not feel the dealership had anything to do with the current problem

? I am rejecting this response because:? I did speak with JohnI also spoke to several people & no one would get back to meWe were getting the run aroundRichard is the person that gave the ? offer of $50,instead of $48,We felt that was unacceptableI told him that $58,would be an offer & then we could talkLupient has there money so they do not seem to careThey should have to take some of the loss since they chose not to go through their credit unionMy aunt should not have to take the total lossIf they would have gone through their credit union they would of had credit life and we would not be dealing with this right now? It is sad that Lupient took advantage of my uncleAs of yesterday The extended warranty had not been applied to the loanUnless it has been nowUnder the circumstances we feel they could have done moreThey could offer some compensation to my aunt directly for all the Inconvenience they have caused her? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Thank you, [redacted] ?

Business response received via e-mail to Revdex.com -- scan is attached; text reads as follows:"March 24, 2016Mr *** *** *** *** ***Minneapolis, MN 55426Re: Revdex.com Case #***Dear Mr ***:I'm sorry for the long delay with our response to your open Revdex.com complaintI was just notified of
the complaint todayWe had the wrong contact information with the Revdex.comI did look into the complaint and spoke to John *** our parts manager and John *** the parts counterperson that helped youThey explained that you came to the dealership in need of a replacement key for your vehicle and gave us the VIN number so we could get the key code from General MotorsWe charge to retrieve this information from the factoryOnce we got the code we cut your key.From our understanding the key did work in the door to unlock and lock the vehicle but did not work in the ignition switchWhen you came back in and asked for a refund John *** explained that the ignition switch most likely had been replaced and that is why the key did not workUnfortunately we have no way of knowing that the ignition switch had been replacedI hope you can understand we did not do anything wrong and that is why we are unable to refund you for the keyAs a matter of goodwill I'm enclosing a gift card for one complimentary oil change.Sincerely,Rob ***General Manager"

Received e-mail response / update from GM John ***, via 6/e-mail to Revdex.com: Hello ***, We had conversation with *** this morningShe is actually not the owner but a niece of the ownerWe raised our offer on purchasing the truck from to and she also gets a
refund for the warranty cancellationShe had no interest in our offer and said that if we did not pay that we were wasting her time. We consider this closed. John ***General Manager Lupient Buick GMC*** *** *** | Golden Valley, MN 55426Tel ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you

Initial Business Response /* (1000, 5, 2015/06/03) */
Attached, please see the three repair orders for this vehicle and our comments about the vehicleWe have no history on this vehicle in our systemThe first time we ever had it in our shop was for recalls last fallWhen you are dealing with
electrical issues they can be very difficult to traceThis vehicle has an intermittent problem which is also very difficult to fixWe explained that our computer codes pointed to the cluster as part of the problemOnce we replaced the cluster we were unable to get the vehicle to act upWe were upfront that there might be other issues as well as the clusterThe dealership also has provided a no cost rental vehicle for *** to useWe would be more than happy to look at the vehicle again but cannot provide free transportation while the vehicle is in our service departmentOur service manager has left messages for *** and she has returned his calls
Initial Consumer Rebuttal /* (3000, 7, 2015/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response simply because nothing was addressed towards my original complaintI have brought my car back to you after this complaint and you have looked at and decided it will now cost me $to "possibly" fix the issueI really feel that this company has not cared about my personal situation at all and have only been trying to get more and more money out of meI am a broke college student and normally would not bring my vehicle to a dealership to get work done simply because I cannot afford their pricesThis was the first time I brought my car to a dealership and I did so only because I wanted it fixed properly and in a timely matter since when my car acts up I am stuck strandedI could barely afford a diagnostic plus the first part, now they want more money out of me to put in a part that they "think" will fix the problemTheir actual words were: "This is a start, hopefully this will either fix the problem or help us in finding the problem." So they want me to give them $on top of the $I have already spent, and pray that this time my car is fixedI have now been dealing with this dealership for almost months now and I get more upset the more I talk to anyone thereNo one here wants to help an individual and only care about pleasing the majority of their clients
The $they want to "fix" my car is for two parts, the Body Control Module, and an Ignition SwitchMy issue with my car has always been electrical and they was me to pay $for an ignition switch that "has a slight hesitation when you turn the key." I find this to be ridiculous because I have no problem with my ignition switchYes, I agree there may be a "slight hesitation" but why should I pay that kind of money for a mechanical error when we have always known that my car issues are all electrical
I have not once been pleased with this dealershipI have worked with two service advisers and the service manager, all who have not tried to help me get my car fixed but tried to get me to pay more money for something they should have figured out the first times my car was with them, especially since for one visit it took a week for a part to come in and they could have easily looked at my car here and there when free just to show that they actually want my car fixed
I personally will not bring a car back to them unless there is some sort of compensation for all of the time and money I have given them in hopes of fixing my car

We are sorry that Mr*** has had a bad experience at our store, as that is certainly not our intent, especially as a repeat client.Everything that was a concern of the client was addressed with them at no charge, as the attachments will indicate. The vehicle did go through a CPO point
inspection that was signed off by the client, the technician, service manager, and the pre-owned vehicle sales manager. At the time of inspection and at the time of sale, none of these concerns were present.As for the bumper needing attention per the client, our body shop performed the service he requested and they performed it the way he requested it, meaning have the body shop take off the entire bumper and re-paint the bumper and then re-assemble. At this time Mr*** was still not happy with the appearance of the bumper and it was at that time that we offered to trade him out of the vehicle and find him something he really likes. The customer declined.The issue regarding the brakes goes back to the point inspection stating that they met all CPO standards, and to have them replaced was simply not necessary. Long of the short, the vehicle was not misrepresentedIn conclusion, we are more than willing to trade the client out of the vehicle and find something that better suits his needs

Revdex.com:
I completely disagree! You charged me dollars to make the keysI have the receipt in front of me right nowI will continue to talk to the top people of this business until I get my money back!

I did get a chance to review this with our service director, Brandon ***Brandon stated that he had already spoke to *** in regards to this issue and we are not going to ask that her insurance company cover the cracked windshield.I called and left a message for *** this morning and
told her if she has any other concerns to contact me directly at ###-###-####.This case should be closed as satisfied. Thank you, Rob ***General ManagerLupient Buick GMC

I am rejecting this response because: Nothing was addressed, if the vehicle went through a point inspection why does it have so many issues, with inconsistent acceleration problems, I have been to another Dealer to address this issue and the problem is still on going, and from your response you state that the vehicle had been painted, If it was painted how does it have a paint run in the same area as I stated before in my first letter the vehicle was never painted it was just wet sanded and buffed, *** verfied this, attached you will find an estimate from *** Brooklyn Park Auto Body & Glass, to repair the running paint on the bumper, also attached is a receipt of the brake parts for the Front brakes, again this was supposed to be addressed under the point inspectionThey never offered to take this vehicle back, all of my calls to address the problem were ignored, I have no confidence in purchasing another vehicle through Lupient Infiniti, I would rather have my full purchase price of the vehicle refundedThis vehicle was misrepresented as you can see, your point inspection should have addressed these issues before the car was put up for saleso what confidence would I have in purchasing through Lupient Infiniti again.

I did get a chance to review this with our service director, Brandon ***Brandon stated that he had already spoke to *** in regards to this issue and we are not going to ask that her insurance company cover the cracked windshield.I called and left a message for *** this morning and
told her if she has any other concerns to contact me directly at ###-###-####.This case should be closed as satisfied. Thank you, Rob ***General ManagerLupient Buick GMC

Initial Business Response /* (1000, 5, 2015/06/30) */
I spoke to *** this morning 6/30/I explained our side of the story and he explained his side of the storyI do understand his reason for being upset with the dealershipLupient Buick GMC has put a note in our computer system
giving *** two complementary oil changes that he may use on either of his vehicles*** agreed to this goodwill and is satisfied

Revdex.com contacted dealership (6/26/18) to advise of customer 'rebuttal,' get clarification on extended warranty refund, which consumer indicates not having been applied to vehicle loan as yet.Dealership provides this clarification on status of warranty refund: "To answer your question on the warranty refund Lupient issued the check to Suntrust BankWe normally send them out in batches at month end however we did mail the check to Suntrust today dated the day they came in and cancelled."As dealership remains firm in its position / offer, Revdex.com will be closing complaint as 'Answered' / 'No New Offer' at this time

? I am rejecting this response because:?
I did speak with JohnI also spoke to several people & no one would get back to meWe were getting the run aroundRichard is the person that gave the ? offer of $50,instead of $48,We felt that was unacceptableI told him that $58,would be an offer & then we could talkLupient has there money so they do not seem to careThey should have to take some of the loss since they chose not to go through their credit unionMy aunt should not have to take the total lossIf they would have gone through their credit union they would of had credit life and we would not be dealing with this right now? It is sad that Lupient took advantage of my uncleAs of yesterday The extended warranty had not been applied to the loanUnless it has been nowUnder the circumstances we feel they could have done moreThey could offer some compensation to my aunt directly for all the Inconvenience they have caused her? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Thank you, *** ***?

Revdex.com:
I completely disagree! You charged me dollars to make the keysI have the receipt in front of me right nowI will continue to talk to the top people of this business until I get my money back!

Business response received via e-mail to Revdex.com -- scan is attached; text reads as follows:"March 24, 2016Mr *** *** *** *** ***Minneapolis, MN 55426Re: Revdex.com Case #***Dear Mr ***:I'm sorry for the long delay with our response to your open Revdex.com complaintI was just notified of
the complaint todayWe had the wrong contact information with the Revdex.comI did look into the complaint and spoke to John *** our parts manager and John *** the parts counterperson that helped youThey explained that you came to the dealership in need of a replacement key for your vehicle and gave us the VIN number so we could get the key code from General MotorsWe charge to retrieve this information from the factoryOnce we got the code we cut your key.From our understanding the key did work in the door to unlock and lock the vehicle but did not work in the ignition switchWhen you came back in and asked for a refund John *** explained that the ignition switch most likely had been replaced and that is why the key did not workUnfortunately we have no way of knowing that the ignition switch had been replacedI hope you can understand we did not do anything wrong and that is why we are unable to refund you for the keyAs a matter of goodwill I'm enclosing a gift card for one complimentary oil change.Sincerely,Rob ***General Manager"

Initial Business Response /* (1000, 9, 2015/08/27) */
We have put a letter together and sent it to ***I did fax all of the information into ***We are unable to offer any assistance because we do not feel the dealership had anything to do with the current problem

Initial Business Response /* (1000, 6, 2015/04/21) */
Hello and thank you for your inquiry. It is hard to anticipate a cars needs in the future especially when driving habits and mileage can affect these things. I can tell you that we did indeed replace tie rod ends and did an alignment at the time...

of our pre sale inspection and that the tires and brakes measured at safe levels in Dec of 2014. Again driving habits, potholes and road condition can all affect the wear of some items. It is impossible to predict a failure of a window switch. These things happen. Because we sold this vehicle 'AS-IS' with no warranty we are limited in our ability to assist with repairs. We will however offer to trade you out of the vehicle in to another and give you a trade in value allowing for time owned and mileage driven. Please contact us if you would like to investigate this option. Thank you
Initial Consumer Rebuttal /* (3000, 8, 2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As anticipated the perspectives of facts differ. It is refreshing and appreciated that there is a willingness to resolve this matter, however the resolution offered does not define clearly that the business will provide a safe vehicle at no additional cost. The Nissan Murano fit the specific needs of my particular disability which is why I chose to purchse it. The unfortunate facts are that the items listed as being reparied are the ones Firestone indicated are the ones requiring repair now. I have attached the supporting documents to better explain my concerns. I put down $5000.00 cash and financed $3000.00. I then have had to spend an additional $700.00 and have an additional estimate of $1600.00 to drive this vehicle. Total cost would be over $10,000.00 for a vehicle that is only valued at $5,500.00 according to Kelly Blue Book. I have spent more than enough for a car purchased "as is" by spending the money for the brakes. I do not believe it fair to expecvt me to pay any additional money for a resolution to this matter. I would accept another Nissan Murano that can be defined as "Very Good condition" as outlined by "Kelly Blue Book". Thank you for your immediate response to this matter and I look forward to an expidited resolution.
[redacted]
Final Business Response /* (4000, 11, 2015/04/28) */
Unfortunately there is no vehicle produced that will not need maintenance/repair items on a regular basis. There are a variety of factors that will affect this. A higher mileage AS IS car will likely need more things more often versus newer, lower mileage vehicles. We cannot take responsibility for repairs on this vehicle.
Our only recourse would be to offer to trade you out of the vehicle into something else. The trade in value would be adjusted for time owned and miles driven. Please contact us if you would like to explore this option in greater detail.
Respectfully,

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. Thank you

Initial Business Response /* (1000, 7, 2015/03/12) */
I spoke to [redacted] today 3/12/2015. She has been a customer of the dealership for many years. I offered her a goodwill adjustment of 442.00 which she agreed was a fair settlement.
I have enclosed a copy of the refund check that was sent...

to [redacted] today 3/12/2015.