M&R Motors

Complaint: [redacted] I am rejecting this response because: The driver’s door master switch was not broken when the vehicle came in; just one of the four latches was brokenThe other three latches were working just fineThe offer of repairing it for $is more than what your company initially offered (for me to purchase the part and you will install it for free) because the part is not as expensive as $I think $is a more reasonable priceCan you do it for $125? Regards, [redacted]

TO: Revdex.com [redacted] Dispute Resolution Specialist FROM: Patriot Buick GMC RE: ID [redacted] , [redacted] 3-30-customer brought her Hhummer with 154,miles into our shop to have a recall performed During the inspection for the repair, the technician noticed the master power window switch on the front drivers door was broken, the reason he noticed the broken switch is because he would normally put the driver’s window down to prevent the keys from being accidently locked in the vehicle, there are buttons in the master switchOne for the left front (which is broken), one for the left rear (which is broken), one for the right front (not broken) and one for the right rear (not broken) window operation The buttons cannot be replaced individually, you have to replace the entire window master switch even if just one button is broken He brought this to the attention of the service advisorThe technician also submitted an estimate to have the switch replaced if the customer would choose to do so When the customer picked up the vehicle she acknowledged and said that she knew the left front button in the switch was broken, but only one of the buttons was broken, and none of the other buttons were broken The customer’s position is that the second button was not broken when she dropped off her vehicle I investigated, spoke with the technician, he said that both of the buttons were in fact broken, he noticed it when he pulled the vehicle into his work area Because the technician used the term “ALL” buttons were loose and only two of them were loose/broken, the customer said the technician is not telling the truth and he must have broken the button for the left rear power windowIn an effort to resolve the customer’s complaint I offered that if the customer would purchase the part I would perform the installation at no charge to her She said no, we were trying to rip her off I assured her that was not the case, again she acknowledged that the switch was broken when she brought her vehicle in for service, but it was not broken that bad, but because the second button was allegedly broken by our technician, she now wants the entire repair, parts and labor done at no charge to her

Complaint: [redacted] I am rejecting this response because:Good Afternoon Mrs***I would like to continue with this claim I would like to get some of my money back I took my vehicle in to be diagnosed it is not my fault if they did not check the engine, I am not a mechanic I am currently in contact with Mrs [redacted] at the GMC center in Detroit Michigan I am going to do all I can to make sure that no other Retiree or Soldier get messed over by this dealership.Thank you for your help[redacted] Regards, [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] ***

The customer is correct in stating that there was a mistake madeThe Sales Manager [redacted] was told by the salesperson that a competitive dealer was offering $6,of GMC Yukon XL'sSales person said if we match this discount and give him fair money for his trade he would do business with us*** matched the discount from the other dealerThe problem occurred when [redacted] transmitted the price of the vehicle to the customer [redacted] didn't read the invoice correctly and quoted the discount from the cost and not the sales price thus causing a $5,difference from the actual priceThis mistake was not noticed until we were presenting final numbers to the customerThis dealership has never lied to a customer to get them in the doorIt was an honest mistakeWhile the customer was here I tried my best to repair the damage done by this mistake but the customer was understandably upset was willing to listenI did offer the reimburse them for fuel and a meal for all the inconvenience we have causedThey agreed to this and we have sent them a $check that was mailed yesterdayI do want them to understand that this is not the way we do business and it was an honest mistake that we wish had never happened

Complaint: [redacted] I am rejecting this response because:Good Afternoon Mrs***Could you please send this information to Patriot I spoke with the General Manager of Patriot a couple of days ago, it does not appear he is going to do anything to resolve the issue I have spent over $5,dollars at Patriot I trusted them to repair my vehicle and nothing was done Could you please contact them to let them know what my intention are I don’t appreciate the statement that his sales manager made He was given some type of discipline supposedly, which I doubt if anything was done I am not going to allow this business to just overlook me, I am going to do everything within my power to have something done As I stated above if nothing is done by Wednesday I am going to take action to contact the Commanding General of Fort Hood[redacted] Regards, [redacted] ***

I am sorry for this inconvenience to the customerWe strive to always maintain high quality repairsI know that we replaced his thermostat housing to repair the vehicleThe technician did take the lower hose loose during his diagnosesThe technician also failed to tighten the hose when he was doneThat is a huge over site and has caused the concerns that the customer is statingIn talking to the service manager [redacted] he did say he would reimburse the customerI believe with all that is going on he forgot to finish the check requestI assure you that it will be taken care of today and sent to the customer by close of business

We have tried to help this customer outThe vehicle came to us for repairWe found out that it had power train warranty from the dodge dealer so we sent the vehicle thereThey said it has warranty but the item that was defective was not covered under their warrantyWe then had it towed back to PatriotWe diagnosed the problem but the customer declined having the repairs doneWe did not charge her a diagnostic fee or for the tow billsPatriot has not charged her for any repairs at this timeI dont mind repairing the vehicle at a discounted price

I understand the concerns that Mr [redacted] has on his CadillacTwo of the concerns are common issues we have seen on this model of Cadillac and I can understand his frustrationI think that the only thing we could of done better is gone deeper into the motor when the timing chains were done to see if there were any wear issues that might show problems in the futureI want to assist him anyway possibleMy sales manager told me he was trying to trade out of the vehicle but we didn't give you enough for the vehicle in tradeWe can revisit this and see if we can make it right for himIf he would like the vehicle repaired than we can also visit thisWe can discount the repairs heavily, making it easier for such an expenseI would much rather try to get him out of the vehicle because of the mileage of Mr***'s vehicleI would really hate to see the vehicle even cost him more in the futureMr [redacted] can contact me anytime Tuesday thru FridayBelow is my mobile number to make it easier for him to reach me [redacted] General Manager [redacted]