Meyer Motors Incorporated

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am shocked by how this company deals with unhappy customersI would like to see the writing where it says they can put an aftermarket lumbar (which does not operate like original) in replacement of the factoryI had agreed to FIX the lumbarNot replace it with a product that is less than functional than the originalI bought an LTZ vehicle with expectations of it operating like a vehicle with LTZ packageYou also say you fixed the hood chip on the front of the hood free of chargeYou did notYou put white out over it and called it goodIt is rusting now and bubblingYou guys do very "quality" repairs
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I disagree that the vendor wasn't notified, my husband having contacted the salesperson, Sara several times, and also speaking with the service manager. We were told that the auto was not drivable by the mechanic here, so we could not ask an year old senior to have to get it back to Plymouth. Although $covers only a small portion of the fixes Vi has already had to make, it does cover the two items that were untruthfully disclosed, the brake repair and the batter replacement. Once I receive the letter I will sign it and remove the comments. Once the check is received, we will be ok with the response.
Regards,
Linda ***

We appreciate Vi’s business and feedback from her family that had been with her at the dealership during her purchase. We are disappointed to hear that they were dissatisfied after the sale and are pleased that we have now reached a resolution. It is a shame that the Revdex.com had to be
involved as the dealer did not receive the opportunity to rectify the concern to begin with. From the dealer point of view, we had a service appointment scheduled for Friday, January 5th to review the customer’s concerns and have our service department review the vehicle free of charge in order to confirm any service issue. The customer had cancelled that appointment on the same day and did not reschedule, then posted two negative reviews onlineThe dealer appreciates the opportunity to fairly address any concern before such complaints are made, however, we were not granted that opportunity.Since the Revdex.com Complaint was created on January 7th, the dealer has reached Linda to review the complaint and we have come to an agreement that is satisfactory for both partiesLinda agrees to remove all negative online reviews and postings of the dealer. Meyer Motors will issue a one-time goodwill allowance of $to Violet Evraets. This agreement releases Meyer Motors of any further liability on a vehicle that had been sold as-isA letter of this resolution will be mailed to Linda ***, upon receipt of her signed copy, the dealer will issue the check to Violet

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.
After reading the message from Meyer Motors, they have not offered any sort of resolution. Upon purchase of the Tahoe I was under the assumption the factory lumbar was going to be repaired. Not replaced with aftermarket. All I'm looking for is for the factory lumbar to work properly and for the dent to be taken out.  I would be even happy if they just paid for the parts of the factory lumbar  and I'll install them myself. 
Regards,
[redacted]

We are grateful to have earned [redacted]’s business and are
disappointed to learn he is unsatisfied even though we went to great lengths to
work with him and he left us saying he was pleased.
[redacted] purchased a 2007 Chevrolet Tahoe with 177,XXX miles
on it for $18,789 which was priced $2,206...

below book value.  With a vehicle of that age and mileage, it is
expected to see some signs of wear and usage. 
Because of the mileage on the Tahoe, there was not any remaining factory
warranty.  Vehicles that are not new or
are not under warranty are usually sold “as-is”, as was in this circumstance.
Even though the vehicle was sold as-is, in order to accommodate
[redacted] we agreed to fix the power lumbar, provide headphones for the rear DVD
entertainment system, and paint the rock chip at our cost.  Additionally, [redacted] requested some body
work be done to the rear door where rust had started to appear.  He later needed another quote for more body
work to a pillar, once he removed the vehicle’s badging and found irregularity in
the paint.
We are a small dealership and do not have a body shop.  Each of these quotes and the work was
outsourced through a reliable body shop in town whom we’ve worked with many
years.  To keep the customer happy, the vehicle
was taken to the shop twice for quotes and a third time for the services.  There was no extra charge to [redacted] to offer
this service and coordinate the repairs. 
We also provided the work to [redacted] at the dealer cost rather than the
retail price he would have incurred had we not been the liaison to this body
work.
When [redacted] took delivery of the Tahoe, the vehicle had
been detailed.  It was not as clean as a
new vehicle, as any 8 year old vehicle may have some indication of wear.  But, there were some areas that could have
used a little more attention.  Once
[redacted] mentioned that to me, I had additional buffing performed on the
exterior and had someone vacuum the interior once again---after their camping
trip collected in the vehicle.  We did
this because we wanted the [redacted]’s to have a good experience.
Every vehicle that is sold undergoes a thorough inspection
and fresh oil change, lube, and filter.  Sometimes, something can occur unpredictably,
though.  That is why we offer extended
warranty options to our customers. 
[redacted] decided against any warranty options that were presented to
him.  He said that he was a technician
for 5 years and knows how to do the work. 
Before [redacted] even decided to purchase the Tahoe, we agreed
to let him take the vehicle overnight so that he could have his mechanic take a
look at it. His mechanic was not able to predict that the U-Joint was going to
go out. His mechanic was not able to predict that the oil level sensor was
going to go out.  (Point being, no one
would have been able to predict this). We want to build our relationship with
[redacted].  We invited [redacted] back in so
that we could work with him once this happened, even though he bought the vehicle
as-is, without any extended warranty.  We
supplied him with a free loaner while his vehicle was in the shop undergoing
diagnosis.  Once our technicians started
diagnosis it was noted that [redacted] had overfilled his oil.  We drained the oil and set it to its proper
level.  We then replaced the oil level
sensor---all of this at no charge to [redacted]. 
The U-Joint was diagnosed and paid for by us.  [redacted] did not have to pay anything. 
Our technician then diagnosed the power tailgate switch as
intermittent.  One can still use the
keyfob or button in the vehicle to open the tailgate 100% of the time.  The tailgate can still be opened manually,
too.  Being that this vehicle was bought
as-is, this was not a safety concern, and that [redacted] said he could fix it, we
did not. But, we did pay our technician for his diagnosis----and did not charge
[redacted]. 
We provide a free loaner to our customers and they are responsible
for the fuel they use. 
Wanting to keep [redacted] satisfied, we once again visited the
value of extended warranties.  This was a
big investment for the [redacted]’s and it can be wise to consider a warranty for a vehicle
of that age/mileage.  It is not brand
new.  Things can happen.  A purchaser at some point has to take
ownership of that responsibility.  It cannot
always just be provided by the dealership. 
Because we did not reimburse [redacted] for his fuel, we did
offer an extremely discounted price on an extended warranty.  Ultimately, we want him to be protected! The
particular warranty available for him is normally $2,198 but it was offered to
him at $1,500 plus tax. That is nearly a $700 savings in an effort to keep our
customer happy.  I thought that was
better than putting $50 in the fuel tank and calling it a day. Our concern was
the “Big Picture” and his coverage with his Tahoe. 
This was also after we invested in 1. His paint repair, 2. His
DVD accessories, 3. His power lumbar, 4. Vehicle diagnosis,  5. His U-Joint,  6. His second detailing,  7. His overfilled oil,  8. His oil level sensor replacement,  9. His 3 trips to the body shop
It was never implied that the factory lumbar would be fixed.
On our signed agreement it stated power lumbar. 
[redacted] stated he needed a power lumbar which was provided to him at no
charge. 
[redacted] never mentioned his dissatisfaction with the body
work/rust repair.  Had he ever brought it
to our attention I would have put him in contact with the body shop that we
used.  We have a great relationship after
working many years together.  Like every
other concern [redacted] had presented to us, even after he purchased the vehicle “as-is”
without warranty, we stepped up to the plate and addressed his concerns.  We try very hard to please our customers and
I believe this is why we have been community supported as a business for the
past 3 generations.
[redacted] did message me regarding a small ding in the wheel
well.  On the extremely rare occasion
that something like a ding happens, if it were caused by one of our employees
they are honest and point it out so that it can be addressed/corrected.  The ding did not occur under our watch.  It could be repaired by a dent doctor, but at
what price?  [redacted] did not want to
drive out again to pay for this service or waste his fuel. 
There is a child safety lock button that allows for only the
driver to have control of the windows. 
Without seeing the vehicle, it is possible that this feature is enabled
and is disabling the switch functionality to the rear passengers.
We want our customers to be satisfied and think that we
demonstrated going above and beyond for [redacted].  When he left our dealership he told me he was
happy.  It is disheartening to see he
changed his mind and chose to file a complaint after he left us with the
impression of being satisfied.

We believe we have offered [redacted] multiple resolutions.We paid in good faith for work to the Tahoe that was purchased “As-Is” without any warranty. We paid for:1.      Diagnosis2.      A new U-Joint3.      A New oil level sensor4.      Restoring the correct oil level after the customer overfilled it5.      Power Lumber (like we agreed to in writing on the contract)6.      We also coordinated body work and sent drivers to the body shop on multiple occasions at no charge to [redacted].There is not proof that a dent could have appeared from him parking at a store, a fueling station, or while camping.  It is unfortunate but he keeps pointing the responsibility back at the dealer.Most dealers wouldn’t pay for all of these items when a purchaser buys an “As-Is” vehicle. We think we worked with [redacted] to go above expectations and confirmed he was pleased the last visit he was here.  If a consumer says he is happy, and then changes his mind and returns looking for a handout how is the business protected?  We have stood behind him and financially supported work that we did not have to do.  We financially supported work that was his responsibility.  While we regret he is now unhappy, we do not want our efforts to be taken advantage of.  We tried to be fair, go above and beyond, but at some point we can no longer financially support a responsibility that is not our own.We wish him well. Thank you for your assistance in this matter. Please reach out if I can assist in any way.   [redacted]Marketing Director & Internet Management[redacted]@GoMeyerMotors.com###-###-####  *  ###-###-####

Review: In July of 2014, I was driving a GMC Envoy 4 wheel drive, which my husband and I had bought new in 2002. It had 330,000 miles and we were experiencing our first real problem with it. The transmission was going out and we decided we would look for another vehicle. I wanted something I could depend on and that would be as good as what I had in my Envoy. We decided on a GMC Acadia. I started researching where I could find a used one as we did not want to buy new at this point in our lives. We also wanted one low in miles. As I searched the nearby dealers and the internet I found a dealer who advertised one on their lot.

Meyer Motors, Inc., in Plymouth, WI. I called them and talked to a salesperson, [redacted]. She invited me down to look at what they had. She said they had two. I told her then I was only interested in one with four wheel drive. I made the trip down to see her. (Over an hour and a half away from our residence). She showed me two vehicles. I distinctly told [redacted] several times I needed to have four wheel drives, since I do a lot of driving and a lot of driving in winter in bad weather for my work. That was a huge factor. When she showed me silver Acadia Denali, I was very interested, and she led me to believe this was four wheel drives. When I asked why it didn’t have the button as my Envoy had for 4 wheel drive she told me it was “all-wheel drive” on the new models—they don’t have that button anymore because your car is in all wheel drive all the time. I also asked why the window sticker was not on the window, her answer was they had just gotten the vehicle in and just didn’t get it up yet. I wanted to see the price marked on the sticker. I asked about it a couple of times but she brushed it off and gave me a verbal price. She said she could give me a good price on the vehicle because Meyer Motors was a small dealership and they did not have that huge overhead that big dealers had. I felt at ease with [redacted] and felt her to be trustworthy and sincere. So, I trusted her to sell me this 2012 Acadia Denali.

When my husband and I went down to do the paperwork, I had asked about the car fax 2-3 times and she always said she would get it for me , she just needed to print it, then changed the subject and moved on so were never given the car fax. I did notice when we were signing papers, that things seemed unorganized because she and another guy ([redacted]) kept coming in and out of the cubicle and putting papers in front of us and just saying things like we got another one that just needs your signature. They would quick have us sign and then taking the paperwork with them to make copies for us and never really giving us a good chance to look over any of the paperwork over. My husband did question when [redacted] told us the vehicle was a Manufacture buy back as it stated on the vehicle information sheet. When [redacted] explained it, she told us it was driven by a company executive and when the vehicle gets so many miles on, they get rid of it and call it a Manufacture Buy Back. We did not know different, so we believed her.

Early December, I was in Green Bay (about 30 miles from home) and it was snowing. Being one of the first snowfalls and not being totally use to driving my new vehicle in the snow, I was driving slower down a major highway. A car in front of me hit their brakes and I wanted to slow down even more, when I applied my brakes, my vehicle started going sideways and I immediately backed off. I thought this was quite strange so further up the road I tried again and the same thing happened. I was really scared! After I arrived home, I called my husband to tell him I thought something was wrong because this should not have happened and that my Envoy drove so much better in the snow. He was not in the state at the time and said he did not know why that happened but it shouldn’t be acting that way being 4 wheel drives. Life went on.

Then on the morning of December 7th, I was leaving for work and had to take some materials out of my garage and load them into my Acadia. I backed my Acadia out of the garage and turned it around. . However, our driveway has a very, very slight incline from the road to the garage. As I went to back up, I couldn’t! I fought with this for quite a while as I kept sliding down my driveway on ice nearly sliding the vehicle into a tree. My daughter came and we eventually got it backed up. I was now late for work and had to load the items I needed for the day. As soon as I finished I left. That evening when I returned home, I went to back up my vehicle again to the garage. Again, I started sliding down my driveway but with weight in the back of the vehicle, it was like I had no brakes. I couldn’t figure this out because my Envoy never did this. As I slid down our driveway towards the road and had no control of the Acadia I kept applying the brakes but I couldn’t stop it. As I am approaching the road I see a semi-tractor and trailer coming towards me and I am panicking, thinking I was going to slide right in front of him. I was applying the brakes to the point I was standing on them and nothing!! I thought about jumping from the vehicle! I was so scared and to make things worse my daughter had a similar accident in August and was nearly killed. I panicked and couldn’t open the door meanwhile standing on the brakes, the truck was flashing his lights and blowing the horn swerved into the other lane of traffic and finally my tires caught and I stopped just before going in front of him. I was horrified! I called to the house crying and badly shaken up and told my husband to come outside, that there was something very wrong with this vehicle. He came out and thought he could drive it, but he could not back it up. He went down the road, turned the Acadia around, drove it forward back to the house. When he got it up by the house he immediately crawled underneath it and saw that it definitely was not 4 wheel or all-wheel drive. We were furious to say the least! We were led to believe this was 4 wheel drive or all-wheel drive when we purchased it! We immediately made the decision we would not keep the vehicle. We were very upset with the sales person for misleading us.

The next morning, Monday, December 8th, we called a friend 3 miles away, who had a dealership and told him what had happened. My husband decided to drive down by him. The dealer took the VIN number and ran a car fax on the Acadia only to find out that this vehicle was labeled a “LEMON” and that is why it was a manufacture buy back! It also had a “Lemon title.” We were in disbelief! We had no idea!

We were very upset and went to visit other dealers. Every dealer we talked to told us they would not touch that vehicle at all with that kind of title. They did not want it on their lot. They were stunned to learn what we had paid for the vehicle with that kind of title. They all felt we were taken advantage of.

When we came home we called Meyer Motors. We spoke with [redacted] our salesperson. She said we had been given a copy of a statement and signed it saying this vehicle was a LEMON. My husband and I went through all the paperwork immediately. We did not have this document! We called her back and told her. She argued with us a bit and then said she would fax us a copy immediately. An hour later or so we received the copy, which did not look like an original. I did remember signing a sheet that looked similar to that, that I was told was for licensing. I did read this document, and when I signed it, nowhere on there did it say LEMON for the title. Believe me, that would have ended the sale right there and we would have walked away. That word “LEMON” was definitely added after we signed the paper! No one in their right mind would pay $38000.00 for a car labeled a LEMON! I feel my husband and I were definitely victims of a senior citizen scam.

When we were going through the papers looking as to where it said this was 4 wheel drive all we could find is when they finally showed us the copy of the sticker that was supposed to be on the car and quickly asked us to just sign it, on the top it said fwd. Well since our Envoy was 4 wheel drive, I assumed that the fwd was four wheel drive and that sheet is one of those that they quickly stuck in front of us and had us sign then ran off to make copies and put them in an envelope for us, never giving us a chance to really look it all over.

We told [redacted] how upset we were with this whole transaction. She said she would try to find us another vehicle but that they don’t buy vehicles from other dealers so it would take a while. Then we found out she was going to try to buy another vehicle at an auction for us. We don’t want that. We don’t want to work with this dealer as we don’t feel they are trustworthy any longer.

We had also purchased an extended warranty on this Acadia. In talking to other dealers we were told that if a vehicle has a Lemon title all warranty is void. Meyer Motor sold us a vehicle and we bought an extended warranty on it. They knew this warranty was not any good but they took our money even though no one will honor the warranty because of the title. One dealer told me of other people who bought cars from this dealer and found out long after that the vehicle they bought was labeled a LEMON either when they got the title or tried to have warranty work done. I was also told it is against the law not to have a sticker with the vehicle information and price posted on the car if it is on the lot. This vehicle never had a sticker on it during the time we were looking at it.

We also learned that since we borrowed the money, we don’t get to see the title. That is how one dealer figured out how Meyer Motors was getting away with doing this to people, because until the vehicle is paid for, they don’t see the title saying it was a LEMON. We want all of our money back that we paid for the vehicle and we should be double compensated for everything we have been through, all the stress and turmoil this situation has caused in our lives. We cannot work with a dealer who we cannot trust or that scams senior citizens!

This car now sits in our garage because I am too afraid to drive it and yet it is costing us not only grief but car payments and insurance. I hope you will protect and alert other consumers out there about this dealer. We were clearly taken advantage of which is unfair as senior citizens.Desired Settlement: I feel that all of the money paid to Meyer Motor should be refunded and I should be compensated for as much money I orginally paid them for the deceit, inconvience and stress that this situtation has put on me and my family.

Business

Response:

Dear [redacted]

I

am compelled to write in response to the complaint filed by [redacted] with ID

[redacted].

In

sharing my side of the story, I hope you will be able to agree that in no way

did I mislead [redacted], was not deceptive in my sales practice, nor was there

any discrepancy in honoring a warranty.

It is important to Meyer Motors and me that we maintain our good

reliability report and also a good relationship with our customers.

contacted our dealership initially in regards to a specific GMC Acadia that we

had on our lot. I invited her to visit

because we had several to choose from and it is easier to review options in

person together. She made the trip down

to meet with me. I thought [redacted] and I hit it off well and was grateful she

wanted to work with Meyer Motors for her next vehicle.

On

her first visit, we walked the lot together discussing different Acadias. We

narrowed it down to two possibilities. Both of the vehicles she preferred of

the handful I showed her were locally traded in vehicles. Both options came

from two of our very valued customers.

Review: I bought a 2007 Chevrolet Tahoe LTZ with 117,XXX Miles from Meyer Motors for $18,789. There was no warranty on the vehicle but in the purchase agreement Meyer Motors agreed to fix the FACTORY lumbar on the front drivers seat, provide headphones for the Rear DVD Entertainment, and paint the front of the hood where there was a rock chip. I took delivery of the vehicle on a Friday afternoon at 4pm and immediately drove an hour on a camping trip. The vehicle was supposed to have been detailed, it was absolutely filthy. Food was still in between the seats. Within that our of ownership the U-Joint went out and the vehicle shook very badly. I continued the weekend and found the rear power liftgate did not work via exterior handle. On sunday when I got home, I started the Tahoe and the Low OIL Light came on. I took the vehicle back to Meyer Motors immediately on Monday Morning. At this point I was very upset and didnt want the vehicle anymore. They said they would have the vehicle checked out and gave me a loaner. I got a call later that day and they said it needed an oil level sensor, a rear u-joint and rear liftgate switch. They said they would not fix the liftgate switch of $150 ($22 part). I was frustrated they wouldn't cover the liftgate switch but took my loss and accepted the repairs. I asked if they would reimburse me for gas (60 mile round trip, 13mpg) and they absolutely refused and said they have done enough for me. At this time they reoffered the aftermarket warranty to me and I thought it over and did purchase that at $1588. After having the vehicle delivered to me filthy and all the things that have went wrong, I was very upset with this as I thought they could atleast do this in good favor. They fixed the oil level sensor and u-joint for free. I picked the vehicle up that Thursday and detailed it Thursday night and found it was filthy. There were no dents in the vehicle. I was happy with the vehicle and took it camping. I had to drop the vehicle off on Monday to get the rust on the right rear door fixed as I wanted that repaired right away. They were also going to finally fix the factory lumbar. I heard back from them on that Friday and went to pick the vehicle up. I was in a hurry and inspected the car and it looked ok from the outside. They then told me they didnt want to spend the money to fix the factory lumbar and instead installed an aftermarket lumbar. The factory lumbar is a 6-way lumbar control, the aftermarket is only 2-way. I am fairly upset that they went ahead and did this without asking. They drilled and installed a new switch into the seat aswell. Once I looked at the rust repair closer I found they did a terrible job. The clear coat is very rough and needs wetsanding and the bottom edge of the door is not straight. It is very jagged from paint runs. I then found they put a small ding in the Drivers Rear wheel well. I told them about this and they said there was nothing they could do because no body confessed to it. But that I could bring it on a tuesday and they could beg the Dent Guy to fix it for free but there was no guarantee. At this point I was very upset and stop communication and took my loss, as I didnt want to deal with them anymore. Nor did I want to drive out there again and waste my gas. I just took the vehicle on a 300 mile trip and found the rear window switches do not work, they only work from the front. It's just one thing after another. In total of the 4 weeks I owned the vehicle, ive only had it in possession for 17 days.Desired Settlement: I would like for the dent be repaired that they put into the left rear wheel well and for the paint be wetsanded and look like the factory paint. And for the factory lumbar to work.

Business

Response:

We are grateful to have earned [redacted]’s business and are

disappointed to learn he is unsatisfied even though we went to great lengths to

work with him and he left us saying he was pleased.

[redacted] purchased a 2007 Chevrolet Tahoe with 177,XXX miles

on it for $18,789 which was priced $2,206 below book value. With a vehicle of that age and mileage, it is

expected to see some signs of wear and usage.

Because of the mileage on the Tahoe, there was not any remaining factory

warranty. Vehicles that are not new or

are not under warranty are usually sold “as-is”, as was in this circumstance.

Even though the vehicle was sold as-is, in order to accommodate

[redacted] we agreed to fix the power lumbar, provide headphones for the rear DVD

entertainment system, and paint the rock chip at our cost. Additionally, [redacted] requested some body

work be done to the rear door where rust had started to appear. He later needed another quote for more body

work to a pillar, once he removed the vehicle’s badging and found irregularity in

the paint.

We are a small dealership and do not have a body shop. Each of these quotes and the work was

outsourced through a reliable body shop in town whom we’ve worked with many

years. To keep the customer happy, the vehicle

was taken to the shop twice for quotes and a third time for the services. There was no extra charge to [redacted] to offer

this service and coordinate the repairs.

We also provided the work to [redacted] at the dealer cost rather than the

retail price he would have incurred had we not been the liaison to this body

work.

When [redacted] took delivery of the Tahoe, the vehicle had

been detailed. It was not as clean as a

new vehicle, as any 8 year old vehicle may have some indication of wear. But, there were some areas that could have

used a little more attention. Once

[redacted] mentioned that to me, I had additional buffing performed on the

exterior and had someone vacuum the interior once again---after their camping

trip collected in the vehicle. We did

this because we wanted the [redacted]’s to have a good experience.

Every vehicle that is sold undergoes a thorough inspection

and fresh oil change, lube, and filter. Sometimes, something can occur unpredictably,

though. That is why we offer extended

warranty options to our customers.

[redacted] decided against any warranty options that were presented to

him. He said that he was a technician

for 5 years and knows how to do the work.

Before [redacted] even decided to purchase the Tahoe, we agreed

to let him take the vehicle overnight so that he could have his mechanic take a

look at it. His mechanic was not able to predict that the U-Joint was going to

go out. His mechanic was not able to predict that the oil level sensor was

going to go out. (Point being, no one

would have been able to predict this). We want to build our relationship with

[redacted]. We invited [redacted] back in so

that we could work with him once this happened, even though he bought the vehicle

as-is, without any extended warranty. We

supplied him with a free loaner while his vehicle was in the shop undergoing

diagnosis. Once our technicians started

diagnosis it was noted that [redacted] had overfilled his oil. We drained the oil and set it to its proper

level. We then replaced the oil level

sensor---all of this at no charge to [redacted].

The U-Joint was diagnosed and paid for by us. [redacted] did not have to pay anything.

Our technician then diagnosed the power tailgate switch as

intermittent. One can still use the

keyfob or button in the vehicle to open the tailgate 100% of the time. The tailgate can still be opened manually,

too. Being that this vehicle was bought

as-is, this was not a safety concern, and that [redacted] said he could fix it, we

did not. But, we did pay our technician for his diagnosis----and did not charge

[redacted].

We provide a free loaner to our customers and they are responsible

for the fuel they use.

Wanting to keep [redacted] satisfied, we once again visited the

value of extended warranties. This was a

big investment for the [redacted]’s and it can be wise to consider a warranty for a vehicle

of that age/mileage. It is not brand

new. Things can happen. A purchaser at some point has to take

ownership of that responsibility. It cannot

always just be provided by the dealership.

Because we did not reimburse [redacted] for his fuel, we did

offer an extremely discounted price on an extended warranty. Ultimately, we want him to be protected! The

particular warranty available for him is normally $2,198 but it was offered to

him at $1,500 plus tax. That is nearly a $700 savings in an effort to keep our

customer happy. I thought that was

better than putting $50 in the fuel tank and calling it a day. Our concern was

the “Big Picture” and his coverage with his Tahoe.

This was also after we invested in 1. His paint repair, 2. His

DVD accessories, 3. His power lumbar, 4. Vehicle diagnosis, 5. His U-Joint, 6. His second detailing, 7. His overfilled oil, 8. His oil level sensor replacement, 9. His 3 trips to the body shop

It was never implied that the factory lumbar would be fixed.

On our signed agreement it stated power lumbar.

[redacted] stated he needed a power lumbar which was provided to him at no

charge.

[redacted] never mentioned his dissatisfaction with the body

work/rust repair. Had he ever brought it

to our attention I would have put him in contact with the body shop that we

used. We have a great relationship after

working many years together. Like every

other concern [redacted] had presented to us, even after he purchased the vehicle “as-is”

without warranty, we stepped up to the plate and addressed his concerns. We try very hard to please our customers and

I believe this is why we have been community supported as a business for the

past 3 generations.

[redacted] did message me regarding a small ding in the wheel

well. On the extremely rare occasion

that something like a ding happens, if it were caused by one of our employees

they are honest and point it out so that it can be addressed/corrected. The ding did not occur under our watch. It could be repaired by a dent doctor, but at

what price? [redacted] did not want to

drive out again to pay for this service or waste his fuel.

There is a child safety lock button that allows for only the

driver to have control of the windows.

Without seeing the vehicle, it is possible that this feature is enabled

and is disabling the switch functionality to the rear passengers.

We want our customers to be satisfied and think that we

demonstrated going above and beyond for [redacted]. When he left our dealership he told me he was

happy. It is disheartening to see he

changed his mind and chose to file a complaint after he left us with the

impression of being satisfied.

Consumer

Response: