Initial Business Response / [redacted] (1000, 6, 2015/03/20) */ This vehicle was traded in to Lupient Chevrolet on 9/5/It is a high mileage vehicle that would be sold from our Bargain LotWe performed the Bargain Lot Inspection on 09/12/15.(attachedMr [redacted] purchased the vehicle on 10/8/2014,at that time Mr [redacted] opted to add a Service Contract(attached)He brought the vehicle in on 12/22/with an engine light concern (attached #627915)This repair was paid for by Lupient Chevrolet as a customer courtesyHis next visit was on 1/17/15, the vehicle needed and oil pressure switch (# [redacted] attached)The extended service contact did not cover, Lupient Chevrolet discounted his bill $100.His cost was $Mr[redacted] then decided to cancel his Service contact and a received a refundHe brought the vehicle back into Lupient Chevrolet on 1/27/It was determined the vehicle needed to have the engine replaced, this would have been covered under his service contractLupient Chevrolet attempted to get the contract reinstated for Mr***, but for obvious reasons Vehicle One does not reinstate cancelled contractsWe contacted General Motors and opened a case for Mr***, GM generously paid $and Mr [redacted] paid $(# [redacted] attached)I have also attached the GM transaction history on this vehicle (attached)There was nothing in the history or anything found during the inspection to indicate this vehicle had an engine problemI believe General Motors and Lupient Chevrolet have been very supportiveWe also offered to trade Mr [redacted] out of the vehicle, he declines once we helped him receive assistancePlease contact me for any additional informationThank you [redacted] , General Manager Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes lupient did try and buy the vehicle but at a very reduced rateThe vehicle is valued at 23,to 24,on kbb and lupient offered me 15,Please let me know how that would even make sense to let lupient buy back the truck when I could just pay to get it fixed and still be aheadWhen lupient showed me the car report there was nothing on recordOnce I asked for vehicle inquiry search from lupient I saw that valve covers were replaced beforeSo when they do an inspection report after it is traded you don't check what types of repairs have been made in the past? I will make sure that if people ask to buy used from lupient, to let them know the issues that they might run into
When I called the dealership with my VIN number they told me my key (which was stuck in the ignition) would be covered under warranty, free to me, and they could do it same day - it would take an hourI show up at my appointment time and they tell me I have to leave my car for a full day and pay $500+ for the repair before they even look at the csoon as I arrive
They lied to me to get me here and left me with no option but to pay them for the repair because my key was stuck in my ignition and I park on the street at home- plus pay for a cab home
Never use this dealershipI never will again
Initial Business Response /* (1000, 10, 2015/10/28) */
In reviewing the service records for the Nissan Altima which Mr*** states was a perfect car I have found multiple repair orders for multiple issues with the cars check engine light on, misfiring, and stalling out at speeds
of about MPH, this was by no means a perfect carI have also attached the used car purchase log which shows Mr*** personally valued his car at $back on February 28,when he was an employee here not $4500-$which he states in his complaint, we do not feel the value of his car has increased by more than 50% in the last eight monthsI have also attached the repair order that he had produced when he was an employee of Lupient Chevrolet showing that his car was a car in the inventory of Lupient Chevrolet as to not have to pay for the services he requestedWe are still awaiting payment on the $that is owed to Lupient ChevroletThe vehicle has been left on our lot by Mr*** for days and no storage fee has been paid to Lupient ChevroletWe would ask that Mr*** please arrange with Mike *** to pick up his car prior to November 15, 2015, so we do not have to proceed with the action of a mechanics lien on his vehicle for the total owed of the repair order and storage totaling $8721.81(days at $per day $plus the open repair order of $286.81)
Mike ***
General Manager
Lupient Chevrolet
c-***
o-952-887-
Initial Consumer Rebuttal /* (3000, 12, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing in Mike ***'s response is anywhere near the truthAt the time of my supposed oil change my vehicle was in perfect working orderPreviously (months before) one issue was the vehicle was running rough and not running properly at higher speeds..one of the sparkplugs was fouled so all four were replaced and the vehicle was back to perfect
Fact: Oil was not put back into my vehicle
Fact: The vehicle has not been fixed
My vehicle has been at Lupient because my vehicle has not been fixed! Paying a lot fee for having my vehicle on their lot...seriously? Is this a scare tactic? I chalk this up to terrible and unethical practiceWhy would any consumer take their vehicle if it was not fixed? When started you can hear how bad the motor sounds; why would I take my vehicle in this condition? Go and start my car, take it for a drive; tell me it's been fixed...it does not run! Knocking...loud...rattles...poor acceleration...etcPutting a new battery in the vehicle so it starts does not fix the real issue...my motor has been destroyedLupient fully admitted that oil was not put back into the vehicle and made arrangements to have the motor rebuilt, but the motor was not rebuilt...it has not been fixed properlyAt one point Lupient agreed to take my vehicle for $3000.00, in hindsight I probably should have taken the money (considering the unprofessionalism, waste of time, and lack of accountability I have seen thus far)That was not a fair value for my vehicle though, considering the car would sell for much more retailIn working condition (previous to the oil change) the vehicle would sell for way more than the amount offered$might be the 'trade in' value, but it is certainly not the market value
I refuse to take delivery of my vehicle at this point because it is not in the same working condition as it was...again, my vehicle was driven without oilThat is the only fact, periodI have had lengthy conversations with Pam ***, Pete *** and Dave *** (the General Manager, General Sales Manager, and Used Car Manager) at the time of this event; all of them will testify to the facts previously documentedThere are also several (current) managers/employees who can/will be called upon to discuss the events regarding my vehicle
I purchased a 2011 Chevrolet Silverado on 10/14 It came certified for 1 year and 2 year 24000 mile oil change and tire rotation, In April 2015 I called to set up oil change, All went well and was pleased with there service, So on 01/18/16 9 months after last oil change I set appointment up for following day I explained I do not drive it much in the summer and it only had a little over 2000 miles on since last oil change but it has been 9 months, She explained it will be covered under the 2year/24000 oil change because of time, So I drive from Shakopee for the appointment only to be told by mike oil change mileage is not enough so they could not do it, Put in a couple calls no one calls back, Very disappointed in this Business, I also called 2 other Chevrolet dealers and both stated because it has been 9 months it would of been covered under there policy, If I would of been told when I made the appointment and not driven so far I could of went else where,
Initial Business Response /* (1000, 6, 2014/01/29) */
Although this unusual situation is still pending with several insurance companies and the police department. Lupient Chevrolet in good faith made an attempt on January 10, 2014 to refund 100% of the monies paid by the consumer. It was...
refused by the customer. Lupient did not depreciate the vehicle for miles or time used. The consumer also refused another vehicle in exchange.
Lupient Automotive Group continues to try and resolve this situation with the numerous insurance companies involved. This has been a difficult situation for all involved. This vehicle had a clean Minnesota title, that was traded into the dealership with no knowledge or standard process checks indicating it was a stolen vehicle. Lupient Chevrolet feels offering a 100% refund to the consumer after driving the vehicle for 7.5 months if fair and equitable. A check for the full purchase price of the vehicle, showing no depreciation for time or mileage added, has been available for the consumer since he declined it on 1/10/2014. It is ready to be picked up at his convenience.
Below is an outline of the steps Lupient Automotive Group has taken to resolve the situation.
12/17: Sgt. [redacted] stopped in the Lupient Chevrolet store and said they had taken a vehicle we sold to the consumer. The state of Illinois had been looking for this vehicle. There was no paperwork given to Lupient Chevrolet at that time. Three different messages were left at the three numbers Sgt. [redacted] had provided.
12/18: Three more messages were left at the three numbers for Sgt. [redacted].
12/18: The consumer contacted[redacted] asked if he had any paperwork showing the vehicle had been taken by the Minnesota State Patrol, he said he had none. The consumer asked how this would be handled; [redacted] did not have the answer at this point as she was still trying to contact Sgt. [redacted]. Documentation was needed to send to the insurance company. [redacted] also suggested that Mr. [redacted] contact his insurance company.
12/19: Three more messages for Sgt. [redacted] were left. Sgt. [redacted] finally called back and said he would get the report.
12/20: The consumer was contacted and told the report had still not been received and anything he could do to encourage Sgt. [redacted] to finish the report would be helpful. Lupient Chevrolet still had no documentation regarding the seizure of the vehicle.
The report was received that afternoon from Sgt. [redacted].
[redacted] (Office Manager) sent the information to Lupient Automotive Group.
12/27: Travelers initiated contact regarding the claim via e-mail. The consumer was cc'd on all appropriate emails.
1/8: [redacted] spoke with the consumer and agreed his check would be ready by 12pm on Friday.
1/10: The consumer signed all state documents and was offered a check for 100% of the monies he paid for the vehicle in April of 2013. The consumer refused the check because it did not include rental fees.
Any questions, please feel free to contact[redacted].
Final Consumer Response /* (3000, 8, 2014/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lupient Chevrolet in Bloomington continues to demonstrate poor customer service. The facts remain the same. I was sold a vehicle that was deemed to be stolen. I was denied an immediate refund so I could buy a different vehicle. I was denied a loaner car until they could refund my money. I was left with no transportation and incurred a $600 rental charge.
Lupient Chevrolet needs to take responsibility for the full cost of the vechile and the short term rental fee incurred following the state patrol confiscating the vehicle.
This case remains unresolved.
Initial Business Response /* (1000, 6, 2015/03/20) */
This vehicle was traded in to Lupient Chevrolet on 9/5/14. It is a high mileage vehicle that would be sold from our Bargain Lot. We performed the Bargain Lot Inspection on 09/12/15.(attached. Mr. [redacted] purchased the vehicle on...
10/8/2014,at that time Mr. [redacted] opted to add a Service Contract(attached)He brought the vehicle in on 12/22/14 with an engine light concern (attached #627915)This repair was paid for by Lupient Chevrolet as a customer courtesy. His next visit was on 1/17/15, the vehicle needed and oil pressure switch (#[redacted] attached). The extended service contact did not cover, Lupient Chevrolet discounted his bill $100.His cost was $425. Mr.[redacted] then decided to cancel his Service contact and a received a refund. He brought the vehicle back into Lupient Chevrolet on 1/27/15. It was determined the vehicle needed to have the engine replaced, this would have been covered under his service contract. Lupient Chevrolet attempted to get the contract reinstated for Mr. [redacted], but for obvious reasons Vehicle One does not reinstate cancelled contracts. We contacted General Motors and opened a case for Mr. [redacted], GM generously paid $3590 and Mr. [redacted] paid $2450 (#[redacted] attached). I have also attached the GM transaction history on this vehicle (attached). There was nothing in the history or anything found during the inspection to indicate this vehicle had an engine problem. I believe General Motors and Lupient Chevrolet have been very supportive. We also offered to trade Mr. [redacted] out of the vehicle, he declines once we helped him receive assistance. Please contact me for any additional information. Thank you. [redacted], General Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes lupient did try and buy the vehicle but at a very reduced rate. The vehicle is valued at 23,000 to 24,500 on kbb and lupient offered me 15,000..... Please let me know how that would even make sense to let lupient buy back the truck when I could just pay to get it fixed and still be ahead. When lupient showed me the car report there was nothing on record. Once I asked for vehicle inquiry search from lupient I saw that valve covers were replaced before. So when they do an inspection report after it is traded you don't check what types of repairs have been made in the past? I will make sure that if people ask to buy used from lupient, to let them know the issues that they might run into.
Initial Business Response / [redacted] (1000, 6, 2015/03/20) */ This vehicle was traded in to Lupient Chevrolet on 9/5/It is a high mileage vehicle that would be sold from our Bargain LotWe performed the Bargain Lot Inspection on 09/12/15.(attachedMr [redacted] purchased the vehicle on 10/8/2014,at that time Mr [redacted] opted to add a Service Contract(attached)He brought the vehicle in on 12/22/with an engine light concern (attached #627915)This repair was paid for by Lupient Chevrolet as a customer courtesyHis next visit was on 1/17/15, the vehicle needed and oil pressure switch (# [redacted] attached)The extended service contact did not cover, Lupient Chevrolet discounted his bill $100.His cost was $Mr[redacted] then decided to cancel his Service contact and a received a refundHe brought the vehicle back into Lupient Chevrolet on 1/27/It was determined the vehicle needed to have the engine replaced, this would have been covered under his service contractLupient Chevrolet attempted to get the contract reinstated for Mr***, but for obvious reasons Vehicle One does not reinstate cancelled contractsWe contacted General Motors and opened a case for Mr***, GM generously paid $and Mr [redacted] paid $(# [redacted] attached)I have also attached the GM transaction history on this vehicle (attached)There was nothing in the history or anything found during the inspection to indicate this vehicle had an engine problemI believe General Motors and Lupient Chevrolet have been very supportiveWe also offered to trade Mr [redacted] out of the vehicle, he declines once we helped him receive assistancePlease contact me for any additional informationThank you [redacted] , General Manager Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes lupient did try and buy the vehicle but at a very reduced rateThe vehicle is valued at 23,to 24,on kbb and lupient offered me 15,Please let me know how that would even make sense to let lupient buy back the truck when I could just pay to get it fixed and still be aheadWhen lupient showed me the car report there was nothing on recordOnce I asked for vehicle inquiry search from lupient I saw that valve covers were replaced beforeSo when they do an inspection report after it is traded you don't check what types of repairs have been made in the past? I will make sure that if people ask to buy used from lupient, to let them know the issues that they might run into
When I called the dealership with my VIN number they told me my key (which was stuck in the ignition) would be covered under warranty, free to me, and they could do it same day - it would take an hourI show up at my appointment time and they tell me I have to leave my car for a full day and pay $500+ for the repair before they even look at the csoon as I arrive
They lied to me to get me here and left me with no option but to pay them for the repair because my key was stuck in my ignition and I park on the street at home- plus pay for a cab home
Never use this dealershipI never will again
Initial Business Response /* (1000, 10, 2015/10/28) */
In reviewing the service records for the Nissan Altima which Mr*** states was a perfect car I have found multiple repair orders for multiple issues with the cars check engine light on, misfiring, and stalling out at speeds
of about MPH, this was by no means a perfect carI have also attached the used car purchase log which shows Mr*** personally valued his car at $back on February 28,when he was an employee here not $4500-$which he states in his complaint, we do not feel the value of his car has increased by more than 50% in the last eight monthsI have also attached the repair order that he had produced when he was an employee of Lupient Chevrolet showing that his car was a car in the inventory of Lupient Chevrolet as to not have to pay for the services he requestedWe are still awaiting payment on the $that is owed to Lupient ChevroletThe vehicle has been left on our lot by Mr*** for days and no storage fee has been paid to Lupient ChevroletWe would ask that Mr*** please arrange with Mike *** to pick up his car prior to November 15, 2015, so we do not have to proceed with the action of a mechanics lien on his vehicle for the total owed of the repair order and storage totaling $8721.81(days at $per day $plus the open repair order of $286.81)
Mike ***
General Manager
Lupient Chevrolet
c-***
o-952-887-
Initial Consumer Rebuttal /* (3000, 12, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing in Mike ***'s response is anywhere near the truthAt the time of my supposed oil change my vehicle was in perfect working orderPreviously (months before) one issue was the vehicle was running rough and not running properly at higher speeds..one of the sparkplugs was fouled so all four were replaced and the vehicle was back to perfect
Fact: Oil was not put back into my vehicle
Fact: The vehicle has not been fixed
My vehicle has been at Lupient because my vehicle has not been fixed! Paying a lot fee for having my vehicle on their lot...seriously? Is this a scare tactic? I chalk this up to terrible and unethical practiceWhy would any consumer take their vehicle if it was not fixed? When started you can hear how bad the motor sounds; why would I take my vehicle in this condition? Go and start my car, take it for a drive; tell me it's been fixed...it does not run! Knocking...loud...rattles...poor acceleration...etcPutting a new battery in the vehicle so it starts does not fix the real issue...my motor has been destroyedLupient fully admitted that oil was not put back into the vehicle and made arrangements to have the motor rebuilt, but the motor was not rebuilt...it has not been fixed properlyAt one point Lupient agreed to take my vehicle for $3000.00, in hindsight I probably should have taken the money (considering the unprofessionalism, waste of time, and lack of accountability I have seen thus far)That was not a fair value for my vehicle though, considering the car would sell for much more retailIn working condition (previous to the oil change) the vehicle would sell for way more than the amount offered$might be the 'trade in' value, but it is certainly not the market value
I refuse to take delivery of my vehicle at this point because it is not in the same working condition as it was...again, my vehicle was driven without oilThat is the only fact, periodI have had lengthy conversations with Pam ***, Pete *** and Dave *** (the General Manager, General Sales Manager, and Used Car Manager) at the time of this event; all of them will testify to the facts previously documentedThere are also several (current) managers/employees who can/will be called upon to discuss the events regarding my vehicle
I purchased a 2011 Chevrolet Silverado on 10/14 It came certified for 1 year and 2 year 24000 mile oil change and tire rotation, In April 2015 I called to set up oil change, All went well and was pleased with there service, So on 01/18/16 9 months after last oil change I set appointment up for following day I explained I do not drive it much in the summer and it only had a little over 2000 miles on since last oil change but it has been 9 months, She explained it will be covered under the 2year/24000 oil change because of time, So I drive from Shakopee for the appointment only to be told by mike oil change mileage is not enough so they could not do it, Put in a couple calls no one calls back, Very disappointed in this Business, I also called 2 other Chevrolet dealers and both stated because it has been 9 months it would of been covered under there policy, If I would of been told when I made the appointment and not driven so far I could of went else where,
Initial Business Response /* (1000, 6, 2014/01/29) */
Although this unusual situation is still pending with several insurance companies and the police department. Lupient Chevrolet in good faith made an attempt on January 10, 2014 to refund 100% of the monies paid by the consumer. It was...
refused by the customer. Lupient did not depreciate the vehicle for miles or time used. The consumer also refused another vehicle in exchange.
Lupient Automotive Group continues to try and resolve this situation with the numerous insurance companies involved. This has been a difficult situation for all involved. This vehicle had a clean Minnesota title, that was traded into the dealership with no knowledge or standard process checks indicating it was a stolen vehicle. Lupient Chevrolet feels offering a 100% refund to the consumer after driving the vehicle for 7.5 months if fair and equitable. A check for the full purchase price of the vehicle, showing no depreciation for time or mileage added, has been available for the consumer since he declined it on 1/10/2014. It is ready to be picked up at his convenience.
Below is an outline of the steps Lupient Automotive Group has taken to resolve the situation.
12/17: Sgt. [redacted] stopped in the Lupient Chevrolet store and said they had taken a vehicle we sold to the consumer. The state of Illinois had been looking for this vehicle. There was no paperwork given to Lupient Chevrolet at that time. Three different messages were left at the three numbers Sgt. [redacted] had provided.
12/18: Three more messages were left at the three numbers for Sgt. [redacted].
12/18: The consumer contacted[redacted] asked if he had any paperwork showing the vehicle had been taken by the Minnesota State Patrol, he said he had none. The consumer asked how this would be handled; [redacted] did not have the answer at this point as she was still trying to contact Sgt. [redacted]. Documentation was needed to send to the insurance company. [redacted] also suggested that Mr. [redacted] contact his insurance company.
12/19: Three more messages for Sgt. [redacted] were left. Sgt. [redacted] finally called back and said he would get the report.
12/20: The consumer was contacted and told the report had still not been received and anything he could do to encourage Sgt. [redacted] to finish the report would be helpful. Lupient Chevrolet still had no documentation regarding the seizure of the vehicle.
The report was received that afternoon from Sgt. [redacted].
[redacted] (Office Manager) sent the information to Lupient Automotive Group.
12/27: Travelers initiated contact regarding the claim via e-mail. The consumer was cc'd on all appropriate emails.
1/8: [redacted] spoke with the consumer and agreed his check would be ready by 12pm on Friday.
1/10: The consumer signed all state documents and was offered a check for 100% of the monies he paid for the vehicle in April of 2013. The consumer refused the check because it did not include rental fees.
Any questions, please feel free to contact[redacted].
Final Consumer Response /* (3000, 8, 2014/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lupient Chevrolet in Bloomington continues to demonstrate poor customer service. The facts remain the same. I was sold a vehicle that was deemed to be stolen. I was denied an immediate refund so I could buy a different vehicle. I was denied a loaner car until they could refund my money. I was left with no transportation and incurred a $600 rental charge.
Lupient Chevrolet needs to take responsibility for the full cost of the vechile and the short term rental fee incurred following the state patrol confiscating the vehicle.
This case remains unresolved.
Initial Business Response /* (1000, 6, 2015/03/20) */
This vehicle was traded in to Lupient Chevrolet on 9/5/14. It is a high mileage vehicle that would be sold from our Bargain Lot. We performed the Bargain Lot Inspection on 09/12/15.(attached. Mr. [redacted] purchased the vehicle on...
10/8/2014,at that time Mr. [redacted] opted to add a Service Contract(attached)He brought the vehicle in on 12/22/14 with an engine light concern (attached #627915)This repair was paid for by Lupient Chevrolet as a customer courtesy. His next visit was on 1/17/15, the vehicle needed and oil pressure switch (#[redacted] attached). The extended service contact did not cover, Lupient Chevrolet discounted his bill $100.His cost was $425. Mr.[redacted] then decided to cancel his Service contact and a received a refund. He brought the vehicle back into Lupient Chevrolet on 1/27/15. It was determined the vehicle needed to have the engine replaced, this would have been covered under his service contract. Lupient Chevrolet attempted to get the contract reinstated for Mr. [redacted], but for obvious reasons Vehicle One does not reinstate cancelled contracts. We contacted General Motors and opened a case for Mr. [redacted], GM generously paid $3590 and Mr. [redacted] paid $2450 (#[redacted] attached). I have also attached the GM transaction history on this vehicle (attached). There was nothing in the history or anything found during the inspection to indicate this vehicle had an engine problem. I believe General Motors and Lupient Chevrolet have been very supportive. We also offered to trade Mr. [redacted] out of the vehicle, he declines once we helped him receive assistance. Please contact me for any additional information. Thank you. [redacted], General Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes lupient did try and buy the vehicle but at a very reduced rate. The vehicle is valued at 23,000 to 24,500 on kbb and lupient offered me 15,000..... Please let me know how that would even make sense to let lupient buy back the truck when I could just pay to get it fixed and still be ahead. When lupient showed me the car report there was nothing on record. Once I asked for vehicle inquiry search from lupient I saw that valve covers were replaced before. So when they do an inspection report after it is traded you don't check what types of repairs have been made in the past? I will make sure that if people ask to buy used from lupient, to let them know the issues that they might run into.