Major Car Wash

[redacted],I have spoken to [redacted] our finance manager at bob Johnson Nissan and he called MR. [redacted] to see if he was still interested in purchasing a vehicle. Mr. [redacted] stated that he was still interested as long as the terms and the rate were acceptable.[redacted] contacted Mr. [redacted] with the terms from the lender and Mr. [redacted] declined the terms that he qualified for.Sincerely,George [redacted]Finance director[redacted]   [redacted]
[redacted]   [redacted]

Revdex.com spoke to Jerry at business and the following was relayed: I have attempted to contact the consumer at least 12-14 times. We have contacted ** and are able to provide the following to resolve the situation. The repair cost is approximately $900 which the consumer would be responsible for $340 and...

we will pay the rest. Additionally, we will provide the consumer a free rental car while the car is fixed and is passed for inspection.

On behalf of Bob Johnson Chevrolet please review my rebuttal in response to the aforementioned complaint number. I will outline the events of the time sequence of repairs as mentioned in the complaint, and then state our position in this matter. • The first visit: Service customer [redacted]...

brought her vehicle a 2011 [redacted] in for repairs on 09/14/2015 with 69991 miles. A repair order was written for this concern ([redacted] enclosed); the concern to be recorded on the repair order was that the vehicle had no forward gears. A fault was found within the electrical control module for the transmission. The car was test driven eight miles and returned to the customer. The customer hod no out of pocket expense for this repair as it was covered under the powertrain warranty. • The second visit: Service customer [redacted] brought her vehicle a 2011 [redacted] in for repairs on 11/12/2015 with 72796 miles. A repair order was written for this concern ([redacted] enclosed); the concern to be recorded on the repair order was that the vehicle died and will not move. A fault was found within the one way clutch, and the 3-4-5R gear housing. The transmission was completely overhauled to repair this concern. The car was test driven twelve miles and returned to the customer. Again, the customer had no out of pocket expense for this repair as it was covered under the powertrain warranty. The third visit: Service customer [redacted] brought her vehicle a 2011 [redacted] in for repairs on 11/25/2015 with 73069 miles. A repair order was written for this concern ([redacted] enclosed); the concerns to be recorded on the repair order was that there is a high pitch noise when the vehicle is running and when accelerating. A second concern recorded on the repair order was that vehicle will stop moving and the customer will not be able to move and the customer will step on the gas and it will go. The service tech observed a noise coming from the roof rack for the first complaint, and was unable to find anything with the second customer complaint. The car was test driven eighty three miles and returned to the customer. The dealership replenished the fuel used during the road testing. Again, the customer had no out of pocket expense for this repair as we didn't do anything and diagnostic fees weren't charged. The fourth visit: Service customer [redacted] brought her vehicle a 2011 [redacted] in for repairs on 12/15/2015 with 73538 miles. A repair order was written for this concern ([redacted] enclosed); the concerns to be recorded on the repair order were that there is a high pitch whistle noise when the vehicle is in gear. A second concern recorded on the repair order was that intermittently when hitting the lock button, the trunk will open sometimes on its own. The service tech isolated the cause of the first concern to be the air conditioning compressor clutch. The second customer complaint was caused by trunk pad switch short. The car was test driven four miles and returned to the customer. The repairs were covered by the customers extended warranty and the policy carries a $100. Dollar deductible per visit. {Copy of contract enclosed) The facts of this case are as follows; The transmission was fixed properly both visits. There is a passage of time and mileage from the first and second repair visit. I feel my tech could have identified the A/C compressor on the third visit, if we worked with the customer better to resolve the issue. This is the only thing the dealership has done wrong in the case. The A/C compressor and the switch to open the trunk share no relationship with the transmission repairs and aren't covered by the powertrain warranty. They were covered by the customers extended warranty with a $100.00 deductible. The repairs were authorized by the customer, along with the deductible. The customer received a no charge rental whenever the vehicle was in the shop, eliminating a transportation hardship on the customer's behalf. The dealership absorbed the expense of this, as it wasn't all covered by the warranty and extended warranty. We tried to resolve this with the customer while her car was in the shop; her voicemail was full and wasn't taking any new messages. I tried to email the customer but my email was blocked (blocked email receipt attached). We have processed a warranty extension on the transmission and the A/C system as a gesture of good faith and customer enthusiasm, with a zero dollar deductible. (The customer is aware of this- email attached In closing, the customer seeks relief of a billing adjustment, and a waiving of a $100. Dollar deductible. At this juncture we will not be offering a reimbursement of the deductible, or waiving the deductible for the customer, or any other goodwill, as we have already provided a no charge extension of the warranty, and financial absorption of rental charges not covered by warranty and service contract coverage on the customer's behalf. Presently the customer's vehicle is repaired. Thank you for your help. Sincerely, Robert  S. Director of Fixed Operations

On behalf of Bob Johnson Chevrolet please review my rebuttle in response to the aforementioned complaint number.The customer came in on 06/27/2016 with a request to perform two recalls to his vehicle. One recall we have ordered parts for, and the other we completed.As per the complaint, the customer...

states he was promised a new key and a folding fob. That isn't possible, as per the recall procedure. The recall was performed as per the procedure outlined in it.There isn't anything more that can be done for the customer at this time.I will not be able to honor the desired settlement request of providing a credit to purchase two folding keys fobs. Additionally the key fobs that the customer is looking for aren't sold any more as they were superseded by a recall part, just like the one the customer was given after we performed the recall on his car.Regretfully,Robert [redacted].Director of Fixed Operations[redacted]

I want those credit inquires removed from my credit bureau I did not authorize for any inquires the dealership to shop my deal to any of their dealerships  those inquires stay on my credit bureau for 2 yrs   and has dropped my credit score

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted] As I stated in the complaint I was promised the return of my folding key/switch blade fob after recall service was performed and I returned to pickup my vehicle after one of the two services were performed to find the folding key to be stated as discarded and the only option   presented was a solid no folding key fob. & nbsp;yes it came for 2 recall services one being the unintended key rotation recall which required to my knowledge and was explained to me by the service representative that the ignition would be changed out and I was get a new cut key blade for my fob not a whole different key fob setup, which I inquired about and was promised to me wouldn't happen and that I would receive a folding key fob after service .

Revdex.com spoke to Mike at business and the following was relayed: We agreed to replace two tires and do the alignment at no cost to the consumer. This agreement was made prior to the filing and receiving of the Revdex.com complaint. This was done 100% out of good faith. The consumers complaints about the other...

two tires that were brought somewhere else regards a blow out, which we cannot determine the cause of. Additionally, the two tires we did replace were still within the legal limit.

In reading the complaint it would appear that we as the selling dealer did everything possible not to sell a repeat customer 2 vehicles. Quitethe contrary, we were so interested that our staff went above and beyond to attempt to meet the customers low payment demands. Thecustomer has left out a few...

details including the detailed explanation of the deal and the explanation of the additional DMV charges related toa renewal of a registration that was transferred. At this point it will not change anything but suffice it to say that every attempt was made inwriting to explain the offers. _As a dealer we strive to meet or exceed even the most demanding customers expectations. We do not take it lightly when we are forced totake the extremely rare action of asking a customer not to return. In this situation the "tenor" of the conversations and overallinteractions have brought us to our decision to request that the customer not return to our establishment. We value each customers businessbut regardless of profit potential we simply can not and will not interact with the [redacted] again. That posit!on in it self should stand astestament to the severity of the experience .We are unable to meet the customers request of settlement as being contacted by us. There will be no further contact

Mr. [redacted] called our business center from Maryland  inquiring about our used Cadillac. James, one of our call reps gave me the lead andI assigned him to one of our sales reps, Benny C[redacted]. Benny and Mr. [redacted] came to an agreement on price and he was to make arrangementsto come to...

Rochester for delivery. He was to take care of tax and license in Maryland as he lives there.Mr. [redacted] came in on Friday May 21st to take delivery and  gave us a check for the car including tax and we went to the Dept of Motor Vehicles to get himan in transit permit to go home and he would then get it registered in Maryland. We told him we would send him a check in the mail the following week forthe sales tax that he included in the cod check for some reason and we did mail it out to him the following week.I was off the day he came in for delivery and the manager on duty called me to ask about a spare tire that Mr. [redacted] inquired about.  We had absolutely noconversation about a spare and actually the car has run flat tires so nothing was promised. As far as the Navigation, also nothing was promised and the car does not have it.As a good will gesture our service manager offered him free onstar navigation connection and directions for a year but he declined. As far as the keys, we did tell himthat we would send them to him as soon as the person that traded it in gave them to us. As of today the previous owner has not given us the extra keys and if he doesn’t getthem to us by next week then we will get a set made and send them to him as promised.Feel free to call me or email if you have any further question. Sincerely,Bill K[redacted]Sales ManagerBob Johnson Chevy###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,[redacted]
I have never talked to anyone at Bob Johnson about buying a new car from them

Re: Complaint Id# [redacted]Dear [redacted]On behalf of Bob Johnson Chevrolet please review my rebuttle in response to theaforementioned complaint number.I have reached out to the customer and addressed her concerns in a manner that ismutually acceptable for all parties.Thanks for your help in this...

matter.Robert [redacted]Director of Fixed Operations[redacted]

On behalf of Bob Johnson Chevrolet please review the following in relationship with the complaint.I’m sorry you left our store with the level of disappointment that you have described from the events that transpired. If there is anything I...

can do please let me know. Bob Johnson Chevrolet has been in business since 1981, we assist thousands of customers a weekly and we strive to create the best possible experience for every customer.Sincerely,Robert [redacted].Director of Fixed Operations[redacted]

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]