McLoughlin Chevrolet

Complaint: [redacted] I am rejecting this response because: I talked to him and he said he would give me dollers back but I have not got a check back yet I will accept it once I get the check but still wish to keep the case open till then Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The explanation provided by McLoughlin Chevrolet is not true or accurate; Kurt was suppose to contact me on March 28th to arrange for me to bring my truck in to perform the promised repairs On March 29, I called Kurt back, he was with a customer and promised to call me right back, he did not On March 30th @ 6:I called him and left a message regarding the call he never returned He called me back a few minutes later, stating he got busy and forgot to call me back I told him I could bring my truck in on Saturday the 2nd, he stated he was off and would speak with his service tech on Friday the 1st and call me back to make arrangements, at this time he also stated he would provide me with a loaner while my truck was being repaired I never heard back from Kurt on the 1st, I called him on the 4th of April He said that he was extremely busy with the sale of a dealership It was during this call that I told him about the missing jack and spare, he told me both items should have been caught during the safety inspection He said that he would have a check mailed out for to cover the jack and spare At this time I told him I had lost confidence in he and the dealership On Tue, Apr 12, at 12:PM, [redacted] < [redacted] > wrote: No I did not get it yet, I mentioned that in my first email.Sent from my iPad On Apr 12, 2016, at 12:PM, kurt R [redacted] < [redacted] > wrote: the check was sent out did you not receive it??On Tue, Apr 12, at 11:AM, Skip [redacted] < [redacted] > wrote: Kurt, I have always been fine with fixing the scratches My situation is difficult because I travel a lot, in fact leaving for Spokane in a few hours, back Friday than my wife and I are heading to our beach house for the weekend, I am off to Seattle again next weekThe soonest I could get into your dealership is the 23rd So my understanding is that you are NOT sending the check for the spare and tool kit? Is that correct? Your email was vague and could be read that if you send the check than there is no more discussion regarding the scratches.Below is a copy of our email exchanges last week [redacted] < [redacted] > Apr (days ago) to kurt Thank you KurtI look forward to hearing back regarding your conversation with the owner and a final resolution I understand we are both busy I am in the middle of implementing system changes at two of our U.Sbranches and time is at premium right now I do received emails sent to this account via phone and other mobile devices so please feel free to communicate via email.Respectfully, [redacted] On Tue, Apr 12, at 11:AM, kurt R [redacted] < [redacted] mcloughlinautomotive.com> wrote: Hey *** At this time the owner is willing to fix the scratches but that is as far as I have gottenI am authorized to give $and if that is on with you then I will do so and be done with it Please let me know how you want to proceedAs far as being in contact with you I apologize for the slow response as I am trying to help with the close out of our jeep store saleOn Tue, Apr 12, at 11:AM, [redacted] < [redacted] > wrote: Good morning Kurt, I am following up with you regarding my Ram truck, couple of things:1- The check for has not arrived, which either means it is lost in the mail, or hasn't gone out yet.2- I did not hear back yesterday regarding your conversation with the owner and coming to a resolution.Outside of your initial two calls on March 19th I have had to initiate contact with you and have become increasingly frustrated by the lack of follow through During our initial conversation I stressed that the driving factor behind my displeasure with your dealership was the promise made by Robert and Nate (sales manager?) If you had/have no intention of following through on your promises than it is understandable why your sales team feels it is acceptable to make promises and not follow throughI do hope that your ownership does not share the same philosophy regarding customer service _-------------------------------------------------------------------------------...⇄ At this point I have lost complete confidence regarding the intention of McLaughlin to make good on their promises Why would I be told on the 5th that a check was being sent, than on the 12th be questioned that I had not received it and it would go out right away If the check was sent to the wrong address on the 5th, which was the promised check date, why was it stated they sent it out on the 12th to the wrong address I stand by my request to receive - to find another option to repair the truck and for the jack and spare I have stated numerous times that I travel for work and that was the driving force behind me not being able to come in during the weekNot once has contact been initiated by Kurt or the dealership Respectfully, [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: even with the the things stated the total payments are still thousands more than what the should have been as stated in my complaintusing there math they agree it was to be a month plus the negative equity plus the back at apr is not the deal they gave meSincerely, [redacted]

To whom it may concern, After reviewing the customer complaint and our mutually agreed upon contract I came to following conclusionWe were not able to get Mr [redacted] payments to $month for a number of reasonsFirst, he wanted a check back in the amount of $when we received funds, so we had to roll that into the loanSecondly, he carried over $in negative equity that had to be accounted forLastly, our advertisement was on approved credit and written as a tier Our lender gave Mr [redacted] a tier 3, and that raised the money factor to translating to still not bad but completely out of our controlWe strive to make our clients happy and hate hearing about an upset customer, but in this situation we did everything we could and are not agreeing to the customers request Sincerely, Brian M [redacted] Mcloughlin Chevrolet

It is important to us that when we have the opportunity to order a vehicle for a customer that they have a great experience getting their new car or truckWe sincerely apologize that a mistake was made when ordering Mr***'s truck, and we regret that GM was not able to adjust the information at the factory in time to correct the mistakeWhen the truck was delivered with the mistaken package, we offered to give Mr [redacted] a vehicle to drive until a new order could be placed and a new truck meeting Mr [redacted] specifications could be madeMr [redacted] declined our offer The original vehicle with the package Mr [redacted] did not want went up for sale when Mr [redacted] said he did not want the vehicle with the package included by the factoryThe truck was purchased by a different customer on 3/15/who liked the truck the way it was manufacturedIt is always our hope that mistakes don't occur, but when they do we try to come up with a resolution that gets the customer in to the vehicle that they wantWe are disappointed we couldn't do this for Mr***, and we now believe that the relationship between Mr [redacted] and McLoughlin Chevrolet is too damaged to repairWe are saddened that we will not be able to do business with Mr***

McLoughlin Chevrolet strives to ensure each customer is completely satisfied with the condition of their vehicle at time of deliveryWe are disappointed we have not been able to assist Mr [redacted] with repairing the scratches as we promised we would at time of deliveryWe have made every attempt to assist Mr [redacted] by setting up appointments with him to visit our service centerSales Manager Kurt arranged two separate dates and times for Mr [redacted] to come to the dealership, unfortunately Mr [redacted] did not show up for his appointments and so we are not able to repair the scratches on the vehicleMr [redacted] states that coming to the dealership to have the scratches taken care of is inconvenient for himWe are happy to take care of the scratches on Mr [redacted] 's vehicle as promised, but we are only able to do so at our service department during our business hoursHe can call 503-652-to schedule at his convenience McLoughlin Chevrolet issued a check to [redacted] dated 4/12/for $to reimburse him for the jack and spareThe check was mailed to [redacted] ***The check does not show in our account as cashedOnce hearing Mr [redacted] say he has not received a check, we double checked our contact informationIt appears that Mr [redacted] lives on [redacted] **., not [redacted] **A replacement check has been sent out to the correct address and we deeply regret the error

We regret and sincerely apologize that Auto Trader did not have the correct information on their websiteAs they are a third party and we are not able to correct information that they post on their website, but we are happy to put in a request to them that they updateIt is important to us that all of our vehicles for sale are advertised with the correct informationIn addition, we formally apologize if our sales manager who you stated had a flippant attitudeThe employee will be followed up with regarding company expecations for providing excellent customer serviceWe are saddened that you chose not to purchase the vehicle from us, but we are not liable for the value of your trade inIf you had chosen to purchase the vehicle with us we'd have been happy to negotiate the amount you got for your trade, but we do not have control over what you choose to do with your personal vehicle after you leave our dealershipYou have been removed from our mailing list for future advertising campaigns

Complaint: [redacted] I am rejecting this response because: The upgraded warranty that I was assured by the business manager would take care of the necessary repairs on the truck did not cover those repairsAgain, I was guaranteed that with this upgraded warranty that the mechanical issues would be taken care ofAnd now, the warranty company says they are not authorizing the repairsRegardless if they are considered wear and tear or not, the fact is that both the sales manager and the business manager at Mcloughlin Chevrolet agreed that this warranty would take care of the repairsFidelity district manager also agreed that these issues should have been coveredThis by far has been been the worst car buying experience ever Now apparently the general manager Joe was suggesting maybe we consider another vehicle Sincerely, [redacted]

Analysis of [redacted] 1'time customer to our store5/17/No authorization given from to customer to perform any repairs, only agreed todiagnosis of customers concern and complimentary Multi-Point Vehicle Inspection, andto provide the diagnosis via email as the customer was out of the country(See signedcopy of original work order)Diagnosis and inspection were performed(See written technician notes on back ofwork order, and typed notes on Job #of customer's copy of invoice)Information was provided during diagnosis to customer via email(See email attached)Tech time was noted on back of work order was hoursCustomer was advised of, and received requested diagnosisCustomer declined to have any of the recommendations performedThe value of hours of diagnosis is $148.80, the customer negotiated the amount to$134.95, we accepted the customers offer and the repair order was finalized, thecustomer paid that amount and leftNext contact from customer was his visit on 11/22/(months later)Customerinformed his advisor he had a friend inspect his vehicleHe said his friend recommendedthat the rear U-Joint should be replacedCustomer did not present any form ofdocumentation, just verbally informed usAlthough we were not given the opportunity to verify the friends recommendationwithout another diagnosis and associated charge, we offered as a gesture of goodwill, toinstall a new U-Joint anyway, where the customer would be responsible for the price ofthe part, but not the labor to install itThe value of the goodwill labor is $182.00ll.The customer our offer declined and left.12.Attached are copies of Customers Work Order (signed), Customers Paid Invoice (signed),Vehicle Inspection Report, Labor Estimate Quote for U-Joint replacement and GM PartsCatalog listing- specific to the customer's vehicle, showing part number and price of thereplacement OEM U-Joint ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***I am rejecting this response because: I have already paid somebody else $to do the same diagnosis prior to receiving theirs in the mailThe other company also fixed the vehicle with GM parts that are readily available in less than a weekPlus it is under a 12k mile year warranty.Sincerely,*** ***

Our finance manager met with Mr*** and flat cancelled the warranty that he had originally purchased and replaced it with an upgrade in coverage in order to address his repair concerns. Mr*** indicated that he was satisfied with the results as long as his concerns were able to get
addressed at the service level

We are in the process of getting the window repaired through the upgraded service agreement for Mr*** and as per agreement with the customer we are splitting the $deductible with the customer. Our sales manager as also agreed to repair the seat belt concern for Mr***. As far as I know all is agreeable to the customers

McLoughlin Chevrolet strives to ensure each customer is completely satisfied with the condition of their vehicle at time of deliveryWe are disappointed we have not been able to assist Mr*** with repairing the scratches as we promised we would at time of deliveryMr*** and Sales Manager Kurt arranged for this coming up Saturday May 7th,for Mr*** to come to the dealership to repair scratches.Mr*** has confirmed with Kurt Sales Manager that he has received check for
$201.80 to reimburse him for the jack and spare
McLoughlin Chevrolet deeply apologize for the difficulties and inconvenience of repairs

This matter has been resolved to my satisfaction

Complaint: ***I am rejecting this response because:This is a response that does not address the issue
The issue is that the dealership added an expensive package that I did not order
I called the dealership starting days after the order was placed to fix it
For two months the general manager of the dealership said he fixed it
When I talked with Chevy they said it had not been removed
The dealership promised to honor the price agreed to without including the cost of the package
When the truck arrived, I was told I had to pay for the package
I could not pay the difference so the dealer sold the truck
At any point the order could have been cancelled and re-ordered
The dealership benefited by using a customer allocated vehicle when they could not get a dealer allocated vehicle
The vehicle was sold at a premium
The dealership wasted over months of my time as I was in constant communication trying to get this fixed
The general manager Kurt R*** said "that is was correct in feeling this was intentional"
This situation caused me a great deal of stress and time
The dealership broke a contract with me to order the correct vehicle then to not charge extra when the wrong vehicle was ordered
The GM factory or the GM workbench system was not at fault
The dealership will need to respond to each of these itemsI will upload correspondence I had with the dealer including promisesI will also upload phone records proving I was contacting the dealership to fix the issue
Sincerely,*** ***

As explained to Mr*** by service manager Lloyd, the GM factory warranty does not cover after market lifts on trucks and we are unable to align a vehicle that has a lift kit on itThe truck did not come from the factory with a lift and the lift is not a GM part. Nor do we install
lift kitsFor customers like Mr*** who would like a lift on their truck, we partner with Northwest Running Boards for the installation of the lift and Rob's Automotive Repair Incfor alignmentsWe trust these companies to do the work as we have a good standing professional relationship with the companies and respect the quality work they provide for our customers
Northwest Running Boards originally installed Mr*** aligned it, so when the vehicle was returned to Rob's for this repair instance, the same technician who aligned the lift also did the repairThe technician found a few adjustments had been made to the lift since it was originally installed and alignedFor example, the torsion bars have been cranked all the way in what can only be assumed as an attempt to increase suspension, but actually decreases the suspension on the truckIt is possible that an ASE Master Tech like Mr*** could have made adjustments to his truck and lift that caused damage after the installation was performedAs evidenced in the attached Repair Order from Rob's Automotive, the damage Mr*** notes was also noted by the technicians prior to working on the vehicleNoting prior damage to vehicles that a repair shop is working on is common industry practice, and McLoughlin Chevrolet service employees can confirm that the damage Rob's Automotive noted on the repair order is accurate
When Mr*** truck returned to McLoughlin Chevrolet, both Chevrolet service staff and Rob's Automotive confirmed that the truck was not pulling and the steering wheel was straightMcLoughlin Chevrolet believes that it is in Mr*** best interest to work directly with Rob's Automotive regarding his alignment concerns and Northwest Running Boards for concerns regarding his lift

Our *** *** Manager has reviewed Mr*** file and has composed the attached response. MrM*** would like to invite Mr *** to call him at 503-652-or email him in order to set up a time to discuss the specifics
To Whom is may concern,
I have received Mr*** response regarding this unresolved complaintThe reason the payments went over the advertised lease payment was due to his trade, the cash back, and the higher interest rate, all of these are out of our controlI would like to Invite Mr*** in to have a conversation with me so we can try to get this resolvedI am new to the dealership and customer satisfaction is more important to me than anything else. Please have him contact me on our land line or email me at ***@mcloughlinautomotive.com

To whom it may concern,
After reviewing the customer complaint and our mutually agreed upon contract I came to following conclusion. We were not able to get Mr*** payments to $month for a number of reasons. First, he wanted a check back in the amount of
$when we received funds, so we had to roll that into the loanSecondly, he carried over $in negative equity that had to be accounted forLastly, our advertisement was on approved credit and written as a tier 1. Our lender gave Mr *** a tier 3, and that raised the money factor to translating to still not bad but completely out of our controlWe strive to make our clients happy and hate hearing about an upset customer, but in this situation we did everything we could and are not agreeing to the customers request
Sincerely,
Brian M***
*** *** Manager
Mcloughlin Chevrolet

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I talked to him and he said he would give me dollers back but I have not got a check back yet I will accept it once I get the check but still wish to keep the case open till then
Sincerely,
*** ***