McLoughlin Chevrolet

Complaint: ***I am rejecting this response because: The company does not have the facts correct what they claim happened did not and I am amazed that a business like this one would fail to return the small amount of money they took from me when there mechanic was unable to find the problem despite the fact that I basically told them where it was!! UnbelievableI will never use this company again and I will be more then happy to share this experience with other Chevrolet owners . Terrible management and even worse mechanics!! RIP OFF Sincerely,*** ***

I am afraid we are at an impasse. Our service manager has reviewed all of the documentation as previously stated and sent and stands by it's original response

Due to a change in personnel this complaint was not answered in a timely manner. After the complaint was forwarded to me I did a review of the circumstances and determined that the customer was due a refund in the amount of $due to the confusion of the Secure Etch
purchase. I phoned the customer on 09-12-in the morning and discussed his concerns and the lack of follow up on the part of our personnel. The customer indicated that he would not normally file a formal complaint but was just frustrated with the lack of response. I confirmed with the customer that I would process a refund on September 12, to be mailed to his lender to reduce the amount of his loan and he seemed satisfied with the outcome

We sincerely apologize that GM no longer manufactures the part required for Mr***'s vehicleWe regret that GM originally said the part was on backorder before informing us that the part will no longer be manufacturedWe understand how frustrating it is to have a vehicle stuck in the shop
waiting for repairs, and so our parts and service department worked very hard to find a work around by locating used transmissions for Mr***'s vehicleWe strive to provide timely service and are saddened that this difficult to resolve situation took a few weeks to come to a resolutionWe pride ourselves on working with our customers to find affordable options and we are therefore equally disappointed that we weren't able to provide a repair option that Mr***'s found acceptable
A great deal of work was done by the parts and service department employees to attempt to resolve the situation for Mr***, including the diagnosis of the problemThe diagnosis fee of $is our standard rate for diagnosing the issue and the work was completedEvery customer gets a Repair Order summarizing the work their vehicle needs and/or has had done when they payThe Repair Order is the diagnosis summary and Mr***'s receiptWe have mailed a copy of the Repair Order to the address we have on file since Mr*** states that he requires one

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 complaint. using there math they agree it was to be 99 a month plus the 2200 negative equity plus the 3000 back at 2.99 apr is not the deal they gave meSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: 
 
 
The resolution that this shop has offered is not acceptable.  Bringing my truck back to a shop that clearly installed parts incorrectly and has lied about what was recommended should not even be thought of as a resolution.  First of all I used parts that were recommended by the shop except for the distributor that I had a warranty on.  The engine was shipped to the shop by a third party because the dealership could not get me one.  Other than that every part that was put on the truck was supplied by McLoughlin Chevrolet.  I was told by the man that sold the work to me that the reason things were not done correctly was because of the tech that did the work.  I know for a fact he had no certifications at the time because I know him personally.  He had a lot of experience, but had never been certified.  I can also tell you he is not the one that did all of the work.  The things that went wrong with my truck were not because of parts.  The following list was all caused by the techs at McLoughlin Chevrolet:
1. Motor mounts were not tightened after installing the engine
2. The dip stick to the transmission was not reattached to the side of the engine
3. Ball joints were installed without being greased and without fittings to grease them
4. The plug on my MAP sensor was crushed
5. The coolant hoses were reinstalled with cracks instead of being replaced and I was never told that they were needing to be replaced.
6. The wheel hubs that I asked to be replaced were not replaced and I was told that they were fine even though they are a solid hub and the ABS sensor wires are split from the hubs.
 
McLoughlin Chevrolet did not do the best work that they could.  They ruined existing parts and improperly installed parts that they supplied.  They advised me that some parts were not needing attention when they actually did need replaced.  This shop has demonstrated their incompetence over and over again.  They should be required to pay for a different shop to fix what they have clearly done incorrectly.  Sincerely,[redacted]

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. [redacted] payments to $99 month for a number of reasons. First, he wanted a check back in the amount of $3000 when we received funds, so we had to roll that into the loan. Secondly, he carried over $2200 in negative equity that had to be accounted for. Lastly, our advertisement was on approved credit and written as a tier 1. Our lender gave Mr [redacted] a tier 3, and that raised the money factor to .00123 translating to 2.952 still not bad but completely out of our control. We 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

Analysis of [redacted]1. 1'1 time customer to our store. 5/17/2016.2. 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).3. Diagnosis and inspection were performed. (See written technician notes on back ofwork order, and typed notes on Job #1 of customer's copy of invoice).4. Information was provided during diagnosis to customer via email. (See email attached).5. Tech time was noted on back of work order was 1.2 hours.6. Customer was advised of, and received requested diagnosis.7. Customer declined to have any of the recommendations performed.8. The value of 1.2 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 left.9. Next contact from customer was his visit on 11/22/16. (6 months later). Customerinformed his advisor he had a friend inspect his vehicle. He said his friend recommendedthat the rear U-Joint should be replaced. Customer did not present any form ofdocumentation, just verbally informed us.10. Although 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 it. The 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.
 
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[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. Sincerely, [redacted]

All of us here at McLoughlin Chevrolet are disappointed that Mr. [redacted] was not approved for a loan by available lenders for the vehicle he chose. We offer our most sincere sympathies. We do everything in our power to get our customers in to the vehicle of their choice, but we are not always able to...

do so if the customer does not qualify for an auto loan, like in Mr. [redacted] case.
We do not have the ability to remove the inquiry on his credit report as we are not the credit reporting agency. Mr. [redacted] will need to work directly with the credit reporting agency to have an inquiry removed from his credit. A loan will not reflect on Mr. [redacted] credit report for this vehicle as he was not approved by any lending institutions for the loan.

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, 2016 I called Kurt back, he was with a customer and promised to call me right back, he did not.  On March 30th @ 6:10 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 201.00 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, 2016 at 12:25 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 12:15 PM, kurt R[redacted] <[redacted]> wrote:
the 201.00 check was sent out did you not receive it??On Tue, Apr 12, 2016 at 11:28 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 week. The soonest I could get into your dealership is the 23rd. 
So my understanding is that you are NOT sending the 201.00 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 5 (7 days ago)
to kurt
Thank you Kurt. I 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.S. branches 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, 2016 at 11:13 AM, kurt R[redacted] <[redacted]mcloughlinautomotive.com> wrote:
Hey [redacted] 
At this time the owner is willing to fix the scratches but that is as far as I have gotten. I am authorized to give $200.00 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 proceed. As 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 sale. On Tue, Apr 12, 2016 at 11:07 AM, [redacted] <[redacted]> wrote:
Good morning Kurt, I am following up with you regarding my Ram truck, couple of things:1- The check for 201.00 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 through. I 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 701.00 - 500.00 to find another option to repair the truck and 201.00 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 week. Not once has contact been initiated by Kurt or the dealership.....
Respectfully,
 
[redacted]
 
 
Sincerely,[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. Sincerely, [redacted]

McLoughlin Chevrolet strives to ensure each customer is completely satisfied with the condition of their vehicle at time of delivery. We are disappointed we have not been able to assist Mr. [redacted] with repairing the scratches as we promised we would at time of delivery. We have made every attempt...

to assist Mr. [redacted] by setting up appointments with him to visit our service center. Sales 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 vehicle. Mr. [redacted] states that coming to the dealership to have the scratches taken care of is inconvenient for him. We 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 normal business hours. He can call 503-652-0000 to schedule at his convenience.
McLoughlin Chevrolet issued a check to [redacted] dated 4/12/16 for $201.80 to reimburse him for the jack and spare. The check was mailed to [redacted]. The check does not show in our account as cashed. Once hearing Mr. [redacted] say he has not received a check, we double checked our contact information. It 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.

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 truck. We sincerely apologize that a mistake was made when ordering Mr. [redacted]'s truck, and we regret that GM was not able to adjust the information at...

the factory in time to correct the mistake. When 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 made. Mr. [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 factory. The truck was purchased by a different customer on 3/15/16 who liked the truck the way it was manufactured. It 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 want. We are disappointed we couldn't do this for Mr. [redacted], and we now believe that the relationship between Mr. [redacted] and McLoughlin Chevrolet is too damaged to repair. We are saddened that we will not be able to do business with Mr. [redacted].

The Dealership would open by apologizing to Ms. [redacted] for any misunderstanding or miscommunication that may have occurred.  The Dealership strives to make certain that each and every customer, whether or sales or service, is fully aware of what is being done for them.  Clearly, somewhere...

along the way that line of communication broke down because it is the Dealership's remembrance that Ms. [redacted] clearly understood that the 50,000 mile service that was recommended for the vehicle may or may not remedy all issues that the vehicle was having.  However, because Chevrolet recommends that it be done regardless, Ms. [redacted] chose to have the service performed.When Ms. [redacted] came in she was having issues with her check engine light coming on and her blinker flashing very quickly.  After looking closely at the vehicle, it was noticed that Ms. [redacted] had a leaking water pump, needed a timing belt, and had a valve cover gasket that needed replacing.  All of this was explained to Ms. [redacted], and she elected to have the service performed.  The Complaint is accurate that the Dealership had to keep the vehicle longer than they anticipated due to being unable to get the required parts in a timely fashion.  However, ultimately the repairs were performed and Ms. [redacted] was informed that if the check engine light came back on then she needed to bring the vehicle back for subsequent diagnosis.The Dealership sincerely values Ms. [redacted]'s business, and it is for this reason  that they: 1) did not charge her for the diagnosis charge, and 2) gave a substantial discount due to the extra inconvenience caused by the parts delay.  The Dealership did exactly what they said they would do, and exactly what Ms. [redacted] requested that they do.  Unfortunately, the service provided did not fix all of the vehicle's issues.  However, it should be noted that this was a possibility and yet the performance of the services was still requested.Again, the Dealership values all customers, and strives to make them 100% happy.  Unfortunately, the nature of working on automobiles is that sometimes the first attempt to fix one doesn't work.  Should Ms. [redacted] like, the Dealership would be more than happy to use their diagnosis machine again (at no charge if she presents this Response), and will also gladly work with her and communicate the costs of further needed repairs.Given the above, it is the Dealership's hope that this matter should be resolved with a finding of no fault on either Party's behalf.

Dear [redacted],
I  want to take a moment and acknowledge your frustration with the back and forth of who is right and who is at fault. We at McLoughlin Chevrolet understand
that with bringing in customer owned parts to our Certified Mechanics and Technicians, there will be...

times when parts and engines brought in by clients will not
always work or perform the way we were under the impression they would. Due to lack of certified standards through nationally recognized establishments, these
issues happen more often than not. We at McLoughlin did the best work we could with the parts that you provided instead of using the parts that we
recommended for the repair. We’re sorry that the parts you provided did not provide the results you were looking for. As stated in prior emails we are more than
willing to inspect your vehicle and diagnose the real issue at hand. If offering to diagnose the problem does not sound reasonable to you, then we are not able to
continue to support your request.

Complaint: [redacted]I am rejecting this response because: The statements made from the dealership are not accurate. They offered no refund, I did not ask them to inspect my truck for other problems and charge me for this . I simply wanted them to inspect the driveline and U joints that I said 2 times were making noise and vibrating. instead they looked for other things to fix and charge me for.  in the end I paid for the nothing. Sincerely,[redacted]

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 repairs... Again, I was guaranteed that with this upgraded warranty that the mechanical issues would be taken care of. And now, the warranty company says they are not authorizing the repairs. Regardless if they are considered normal 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 repairs. Fidelity district manager also agreed that these issues should have been covered. This 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]

We regret and sincerely apologize that Auto Trader did not have the correct information on their website. As 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 update. It is important to us that...

all of our vehicles for sale are advertised with the correct information. In addition, we formally apologize if our sales manager who you stated had a flippant attitude. The employee will be followed up with regarding company expecations for providing excellent customer service. We are saddened that you chose not to purchase the vehicle from us, but we are not liable for the value of your trade in. If 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 dealership. You have been removed from our mailing list for future advertising campaigns.