I am writing in response to Complaint# [redacted] filed by [redacted] In her complaint, Mrs [redacted] alleges that our Chevrolet sales department engaged in fraudulent activity; however, this complaint is actually just the result of a simple mathematic misunderstandingMrs [redacted] arrived at our Chevrolet dealership on November 20, She was looking to purchase a new Camaro Coupe and trade in the Camaro Coupe that she was currently drivingShe stated that she had just come from another dealership (Best Chevrolet) that was not giving her a fair priceWe proceeded to help Mrs [redacted] locate a Camaro that she liked and we put together some numbers for her that would work We ultimately agreed upon a silver Camaro Convertible that listed for $44, Our sales manager appraised Mrs [redacted] ’s Camaro and told her that we would give her $11,for the vehicleShe owed about $13,on her loan, leaving about $2,in negative equity that would need to be paid off in the transactionWe ultimately agreed to sell Mrs [redacted] the Camaro for $33,plus the cost of her trade payoff and all registration fees During the negotiation, we worked these numbers out with Mrs [redacted] on a deal worksheetSee Exhibit This price was also written on the Purchase Contract that Mrs [redacted] reviewed and signed prior to entering the finance officeSee Exhibit The reason Mrs [redacted] thought that our numbers were inaccurate is because she failed to take into account the fact the that the $11,for her trade was going toward her loan payoff and would not be subtracted from the agreed upon $33,Instead of an extra $11,off the agreed upon price, there was actually $2,in negative equity added onto the sales priceMaking the actual sales price much higher than she had calculated in her head There was never any fraudulent activity, our sales and Finance team never tried to “pull a fast one,” there was just a simple miscalculationWe hope that this explanation helps shed some light on the misunderstandingPlease let us know if you need anything further to help resolve this matter
We have just confirmed with the customer that this issue has been resolvedOur finance team followed up with [redacted] and they indicated that the refund from the extended warranty was applied to the customer’s loan on January 13thWe apologize to the customer for the delay in the refund processThere was some confusion in our office regarding this refund, and we recently had some turnover in our finance department which added to the confusionIf the customer needs anything else at all, he can always reach out to our new finance manager, [redacted] and he will promptly address any concerns
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]
Our Chevrolet sales and finance team worked tirelessly to
help this customer acquire the beautiful new Chevy *** Zthat he
is currently drivingDespite the customer’s claims to the contrary, the
transaction was always conducted at arms-length and with complete transparency
to the
customerWhen the customer came in to sign the contract he was given
every opportunity to review the terms and conditions of the agreement and he
signed willfully and with knowledge that there was a warranty in place Both the purchase contract and service
contract itemize the warranty terms and both were signed by the customer. They are attached hereto as Exhibit “1” and
Exhibit “2”. At the end of the day, our sales and finance team were able
to get this customer into a brand new truck with a low interest rate and an
affordable monthly payment, despite some difficult financial hurdlesOur sales manager, *** ***, worked closely with the
customer throughout the sales process to ensure all of his needs were metAnd,
we even agreed to pay the customer for the customer’s vehicle inspection, at
another dealership, so that he would not be inconvenienced with the drive back
to our dealershipMost importantly; however, the customer was treated with the
care and dignity that he deserved and he left our dealership happy. In fact, the customer even went so far as to
write an online review about his experience at Muzi Chevrolet in which he
stated: “I highly recommend this dealership based on my interactions with them
and based on my new purchased!” See the complete DealerRater Review attached
hereto as Exhibit “3”After the purchase was completed, our standard office
protocols were followed regarding the documentation of the transactionThe
original contract was mailed out by our office during the week of November 23rd
After the customer complained that he had not received the documentation they
were mailed out by our Finance Manager on December 1st and then a third time by
our office on December 4thOur dealership has now spent an inordinate amount of time
and energy on this one transactionOur salesmen, sales manager, finance
managers, and office managers have all reached out to the customer in an effort
to resolve this issue, to no availThe terms of the customer’s requested resolution should have
already been metThe agreement has been mailed out multiple times and the $
reimbursement check was sent last FridayBut the reality is that this customer
now wants something for nothing and he is using this platform as leverage to
get into a new *** for freeHe has opened a case with *** *** and another Chevy Dealership claiming that his *** now has
vibrations and that he should receive a new *** We have provided the information that we have on recordIf
the customer has any additional questions or concerns he can contact our
General Manager *** *** at ***Tell us why here
Revdex.com:I am still waiting to receive a full refund of my down paymentCurrently in the process does not let me know how long something like this is going to takeI would feel lot better if I know when I should expect a check in the mail
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***
This customer is absolutely right and we apologize for any inconvenience. We have followed up on this issue and, apparently, there was a miscommunication between the salesperson assisting Mr*** and a former sales manager who is no longer with our companyThe sales person
assisting Mr*** thought that the manager had ordered the key fob and he had notAfter the manager left our company, the issue was left unresolvedWe have ordered the key and we will have the salesperson deliver it directly to Mr***'s residence as soon as it arrives. In addition, for his troubles, we would like to provide Mr*** with a complimentary oil changeAgain, we apologize for the confusion and hope that we can bring this issue to a quick and amicable resolution
We regret that the customer finds our level of service
unsatisfactoryOur highly-trained service center staff are dedicated to
providing the highest quality service possible for each and every customerWe
are fully aware that *** *** is a repeat customer and his relationship is
one which we desire to maintain
In our initial response, we offered to repair the customer’s
brake issue at no additional costThat offer still stands, but we also still
maintain that we cannot warrant the tires that he purchased at another tire
store
The best recourse for the customer is through the ***
certified tire store where the tire was purchased or through *** directly
Again, we appreciate the customer’s business and are sorry
to hear that he will taking his business elsewhere
We apologize for any confusion regarding the transactionWe fully understand the importance of finding vehicle and monthly payment that are comfortable. The contract has been cancelled and we are currently in the process of fully refunding this customer's down payment
We are writing in response to a complaint filed by *** *** ***Mr*** recently submitted a lead on our websiteHe was inquiring into subprime financing opportunities and came across one of our $down advertisementsThis $page was a New England Regional promotion that was run
by all *** Dealers in the Greater Boston ***etHere are a few examples of local dealers running this promotion*** ***
*** ***
*** ***
*** ***
*** ***
*** ***The advertisement is meant to spread awareness about the special subprime financing options that are available through ** *** and, more specifically, local *** dealersOver the last few years, ** *** has focused on growing its subprime portfolio and, as a result, ** dealers have had the ability to provide extremely lenient rates and financing options for customers with sub-FICO scoresThere is nothing inaccurate about the advertisement on the websiteAny customer can qualify for $down financing; however, some customers would need a co-signer in order to do soAs, our website states in our disclosure: *$Dollars down is money down and does not include taxes, doc fees, and out of pocket costsMonthly payments will vary based on credit rating and total amount of money paid up frontSome customers may need co-signer to qualifySee dealer for complete details. We do apologize if there was any confusion caused by our business development representative, *** *** is a young kid who just started working at our dealership and does not fully understand the intricacies of the finance processThat being said, *** was upfront with Mr*** and did not attempt to waste his time with a drive to MassachusettsHe could have been more tactful, but he certainly was not deceptive.Regarding running Mr***’s credit bureau, our finance manager did run his credit, as he requested and authorized our dealership to do in writingRunning Mr***’s credit one time does not negatively impact his creditIt is only when there are numerous credit pulls over a short time spanAs such, Mr*** has not suffered any damage to his credit nor any financial damages as a result of his brief interaction with our dealership. We hope to quickly and cordially resolve this disputeAgain, we apologize for any confusion caused Mr***We have discussed the matter with our Business Development Center and provided additional training regarding subprime financing to help to more clearly convey the details to potential customersIf you have any additional questions or concerns regarding this transaction, please do not hesitate to contact me directlyVery truly yours, *** *** General Sales Manager Muzi *** *** ***
We are sorry to hear that the customer is not happy with the explanation provided, but those are the factsWe took our time and were completely transparent in our response and provided a detailed explanation of the ad and the financing process. We also had an extensive discussion about this incident with our new business development coordinator, ***, to ensure that this confusion would not occur in the futureWe can certainly sympathize with Mr***'s credit difficulties and we would be happy to work with him in any way that we canWe help many credit-challenged customers each and every month, but certain things like multiple charge-offs and vehicle repossessions can require the additional security of a co-signerThe relief that the customer is requesting is completely arbitrary and unwarranted because Mr*** has suffered no damagesAgain, we would be happy to have our finance team assist him with a new vehicle purchase, he will just need a co-signerIf Mr*** has any additional questions or if we can help him in any way please just let me know.Sincerely, *** *** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
While a very generic and corporate response, I have been in touch with *** and they assured me they were very surprised that a dealership that sells thousands of their tires didn't simply call *** who would have authorized a return at no cost to MuziFurther, I was willing to pay any mounting/balancing costs - so the level of "service" is buyer beware, in my humble opinion.My brakes still squeak - but I will take my business elsewhere, since I believe this dealership has certainly changed over the years to one focused on short-term profitRather than service.No, this particular vehicle was not purchased at Muzi (which is probably their issue.) However I have been a long-time customer (which if they had done one ounce of research, would see that) and have spent thousands of dollars over the course of ten plus yearsIt takes years to secure return customers - and only a few minutes to make someone happy - even when it would have cost you nothingThat, to me, should say something to the "Better Business" Bureau!Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Interestingly enough, I called [redacted] (###-###-####, file # [redacted]) who informed me that Muzi's service team was given authorization by [redacted] to replace my two tires. So, it appears, that Muzi chose not to assist in the resolution of my service issue after diagnosing "two defective tires."Once again, I am highlighting that the choice of lack of service on Muzi's part is what I find concerning and is a practice buyers should be aware of. Causing a long-time service customer and one-time sales customer (2004 [redacted]) to "take my problem down the road." Also interesting is that one of the area's [redacted] dealers commented that they see this practice a lot: " ... the dealers choose, for some reason, not to resolve these warranty issues - they send them to us." Maybe something for the [redacted] investigates team to look into.Regards,
[redacted]
The customer brought his 2013 [redacted] into our service department on May 8, 2015 for brake service. The vehicle was not purchased at our dealership. After the initial service write up, our factory-trained [redacted] technicians inspected the vehicle and found that the front and rear rotors were...
beyond the recommended point of replacement. After the customer approved the job, our technicians replaced the front and rear pads and rotors. All work was performed promptly and in accordance with industry standards. Total cost for the work was $1,144.50. The customer then purchased [redacted] tires from a local tire store and returned on June 22, 2015 and asked our service department to balance these tires. He also claimed that the brakes squealed at lower speeds. Our technicians inspected the vehicle but could not replicate the brake noise. During the tire balance, the technicians discovered that, due to a defect, two of the [redacted] tires on the customer’s vehicle could not be balanced. Our technicians informed the customer of the defective tires so that he could get them replaced as soon as possible. The customer then requested that our service department handle the warranty issue with [redacted]. We informed the customer we did not sell him the tires, we cannot warrant the tires, and that his best recourse would be through the store where he purchased the tires or with the manufacturer directly. In order to amicably resolve this issue, our service department will absolutely do everything in its power to isolate and repair the customer’s brake issue at no additional charge. But, we cannot help him with his defective tires because that is an issue best resolved between him, [redacted], and the store where he purchased the tires. If you have any additional questions or concerns please do not hesitate to contact our Service Manager [redacted] at ###-###-####. We look forward to a prompt resolution of this matter.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
After a thorough review of this transaction with the salesman and sales manager involved, it is our position that this was just a simple misunderstanding and we would like to work toward a cordial resolution as quickly as possible with the Mr. and Mrs. [redacted].Mr. [redacted]’s recap of the interaction is...
fairly accurate but omits a few important details. When our salesman, [redacted], spoke with him on the phone regarding the new 2016 Suburban, Mr. [redacted] indicated that he would like a basic white Suburban with an LT trim level but he never actually selected a specific vehicle or stock number. In fact, Mr. [redacted] told [redacted] that his wife would come in to get a trade appraisal, on their Tahoe, and take a look around to see what she liked. When Mrs. [redacted] arrived, she sat down with [redacted] and our management team appraised her vehicle. [redacted] showed her the available Suburban inventory and she ultimately selected a white Suburban LT that she liked. The vehicle she selected; however, had additional options that made it more expensive than the basic LT, Mr. [redacted] seemingly contemplated. These additional options included: Luxury Package: $3,110 Sun, Entertainment & Destination Package: $3,18520” Polished Aluminum Wheels: $1,4002nd Row Bucket Seats: $590And an Iridescent Pearl Tricoat Finish: $995 These options total $9,280 (see the attached invoice for reference). Before Mrs. [redacted] left, [redacted] sat down with her and showed her the trade value on their Tahoe and the price on the new Suburban and said that he would also discuss the numbers with Mr. [redacted]. After Mrs. [redacted] left, [redacted] called Mr. [redacted] and discussed the trade value as well as the new vehicle purchase price. Mr. [redacted] told [redacted] he would think about it and that was the last interaction our dealership had with the [redacted]s until this complaint was filed with the Revdex.com.We want to make clear that any changes in vehicle were only to cater to the customer’s desires. It makes no difference to our dealership which vehicle is sold. In addition, if any actions were taken as rude or dismissive it was clearly a misunderstanding. Our dealership is 100% committed to treating each and every one of our customers in a polite, respectful manner without regard to their race, sex, color or ethnicity. We would love to have an opportunity to work with the [redacted]s again to find them the right vehicle at the right price and work to put this unfortunate misunderstanding behind us both.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
We have just confirmed with the customer that this issue has been resolved. Our finance team followed up with [redacted] and they indicated that the refund from the extended warranty was applied to the customer’s loan on January 13th. We apologize to the customer for the delay in the refund...
process. There was some confusion in our office regarding this refund, and we recently had some turnover in our finance department which added to the confusion. If the customer needs anything else at all, he can always reach out to our new finance manager, [redacted] and he will promptly address any concerns.
I am writing in response to Complaint#[redacted] filed by [redacted]. In her complaint, Mrs. [redacted] alleges that our Chevrolet sales department engaged in fraudulent activity; however, this complaint is actually just the result of a simple mathematic misunderstanding. Mrs. [redacted] arrived at our...
Chevrolet dealership on November 20, 2016. She was looking to purchase a new 2017 Camaro Coupe and trade in the 2013 Camaro Coupe that she was currently driving. She stated that she had just come from another dealership (Best Chevrolet) that was not giving her a fair price. We proceeded to help Mrs. [redacted] locate a 2017 Camaro that she liked and we put together some numbers for her that would work. We ultimately agreed upon a silver 2017 Camaro Convertible that listed for $44,585. Our sales manager appraised Mrs. [redacted]’s 2013 Camaro and told her that we would give her $11,000 for the vehicle. She owed about $13,000 on her loan, leaving about $2,000 in negative equity that would need to be paid off in the transaction. We ultimately agreed to sell Mrs. [redacted] the 2017 Camaro for $33,585 plus the cost of her trade payoff and all registration fees. During the negotiation, we worked these numbers out with Mrs [redacted] on a deal worksheet. See Exhibit 1. This price was also written on the Purchase Contract that Mrs. [redacted] reviewed and signed prior to entering the finance office. See Exhibit 2. The reason Mrs. [redacted] thought that our numbers were inaccurate is because she failed to take into account the fact the that the $11,000 for her trade was going toward her loan payoff and would not be subtracted from the agreed upon $33,585. Instead of an extra $11,000 off the agreed upon price, there was actually $2,000 in negative equity added onto the sales price. Making the actual sales price much higher than she had calculated in her head. There was never any fraudulent activity, our sales and Finance team never tried to “pull a fast one,” there was just a simple miscalculation. We hope that this explanation helps shed some light on the misunderstanding. Please let us know if you need anything further to help resolve this matter.
Hi [redacted], We apologize for the delay. Our accounting department has cut the check and you should receive it by early next week.If you have any additional questions or concerns please do not hesitate to reach out to me directly. Sincerely, [redacted] General Sales Manager Direct: [redacted]
I am writing in response to Complaint# [redacted] filed by [redacted] In her complaint, Mrs [redacted] alleges that our Chevrolet sales department engaged in fraudulent activity; however, this complaint is actually just the result of a simple mathematic misunderstandingMrs [redacted] arrived at our Chevrolet dealership on November 20, She was looking to purchase a new Camaro Coupe and trade in the Camaro Coupe that she was currently drivingShe stated that she had just come from another dealership (Best Chevrolet) that was not giving her a fair priceWe proceeded to help Mrs [redacted] locate a Camaro that she liked and we put together some numbers for her that would work We ultimately agreed upon a silver Camaro Convertible that listed for $44, Our sales manager appraised Mrs [redacted] ’s Camaro and told her that we would give her $11,for the vehicleShe owed about $13,on her loan, leaving about $2,in negative equity that would need to be paid off in the transactionWe ultimately agreed to sell Mrs [redacted] the Camaro for $33,plus the cost of her trade payoff and all registration fees During the negotiation, we worked these numbers out with Mrs [redacted] on a deal worksheetSee Exhibit This price was also written on the Purchase Contract that Mrs [redacted] reviewed and signed prior to entering the finance officeSee Exhibit The reason Mrs [redacted] thought that our numbers were inaccurate is because she failed to take into account the fact the that the $11,for her trade was going toward her loan payoff and would not be subtracted from the agreed upon $33,Instead of an extra $11,off the agreed upon price, there was actually $2,in negative equity added onto the sales priceMaking the actual sales price much higher than she had calculated in her head There was never any fraudulent activity, our sales and Finance team never tried to “pull a fast one,” there was just a simple miscalculationWe hope that this explanation helps shed some light on the misunderstandingPlease let us know if you need anything further to help resolve this matter
We have just confirmed with the customer that this issue has been resolvedOur finance team followed up with [redacted] and they indicated that the refund from the extended warranty was applied to the customer’s loan on January 13thWe apologize to the customer for the delay in the refund processThere was some confusion in our office regarding this refund, and we recently had some turnover in our finance department which added to the confusionIf the customer needs anything else at all, he can always reach out to our new finance manager, [redacted] and he will promptly address any concerns
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]
Our Chevrolet sales and finance team worked tirelessly to
help this customer acquire the beautiful new Chevy *** Zthat he
is currently drivingDespite the customer’s claims to the contrary, the
transaction was always conducted at arms-length and with complete transparency
to the
customerWhen the customer came in to sign the contract he was given
every opportunity to review the terms and conditions of the agreement and he
signed willfully and with knowledge that there was a warranty in place Both the purchase contract and service
contract itemize the warranty terms and both were signed by the customer. They are attached hereto as Exhibit “1” and
Exhibit “2”. At the end of the day, our sales and finance team were able
to get this customer into a brand new truck with a low interest rate and an
affordable monthly payment, despite some difficult financial hurdlesOur sales manager, *** ***, worked closely with the
customer throughout the sales process to ensure all of his needs were metAnd,
we even agreed to pay the customer for the customer’s vehicle inspection, at
another dealership, so that he would not be inconvenienced with the drive back
to our dealershipMost importantly; however, the customer was treated with the
care and dignity that he deserved and he left our dealership happy. In fact, the customer even went so far as to
write an online review about his experience at Muzi Chevrolet in which he
stated: “I highly recommend this dealership based on my interactions with them
and based on my new purchased!” See the complete DealerRater Review attached
hereto as Exhibit “3”After the purchase was completed, our standard office
protocols were followed regarding the documentation of the transactionThe
original contract was mailed out by our office during the week of November 23rd
After the customer complained that he had not received the documentation they
were mailed out by our Finance Manager on December 1st and then a third time by
our office on December 4thOur dealership has now spent an inordinate amount of time
and energy on this one transactionOur salesmen, sales manager, finance
managers, and office managers have all reached out to the customer in an effort
to resolve this issue, to no availThe terms of the customer’s requested resolution should have
already been metThe agreement has been mailed out multiple times and the $
reimbursement check was sent last FridayBut the reality is that this customer
now wants something for nothing and he is using this platform as leverage to
get into a new *** for freeHe has opened a case with *** *** and another Chevy Dealership claiming that his *** now has
vibrations and that he should receive a new *** We have provided the information that we have on recordIf
the customer has any additional questions or concerns he can contact our
General Manager *** *** at ***Tell us why here
Revdex.com:I am still waiting to receive a full refund of my down paymentCurrently in the process does not let me know how long something like this is going to takeI would feel lot better if I know when I should expect a check in the mail
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***
This customer is absolutely right and we apologize for any inconvenience. We have followed up on this issue and, apparently, there was a miscommunication between the salesperson assisting Mr*** and a former sales manager who is no longer with our companyThe sales person
assisting Mr*** thought that the manager had ordered the key fob and he had notAfter the manager left our company, the issue was left unresolvedWe have ordered the key and we will have the salesperson deliver it directly to Mr***'s residence as soon as it arrives. In addition, for his troubles, we would like to provide Mr*** with a complimentary oil changeAgain, we apologize for the confusion and hope that we can bring this issue to a quick and amicable resolution
We regret that the customer finds our level of service
unsatisfactoryOur highly-trained service center staff are dedicated to
providing the highest quality service possible for each and every customerWe
are fully aware that *** *** is a repeat customer and his relationship is
one which we desire to maintain
In our initial response, we offered to repair the customer’s
brake issue at no additional costThat offer still stands, but we also still
maintain that we cannot warrant the tires that he purchased at another tire
store
The best recourse for the customer is through the ***
certified tire store where the tire was purchased or through *** directly
Again, we appreciate the customer’s business and are sorry
to hear that he will taking his business elsewhere
We apologize for any confusion regarding the transactionWe fully understand the importance of finding vehicle and monthly payment that are comfortable. The contract has been cancelled and we are currently in the process of fully refunding this customer's down payment
We are writing in response to a complaint filed by *** *** ***Mr*** recently submitted a lead on our websiteHe was inquiring into subprime financing opportunities and came across one of our $down advertisementsThis $page was a New England Regional promotion that was run
by all *** Dealers in the Greater Boston ***etHere are a few examples of local dealers running this promotion*** ***
*** ***
*** ***
*** ***
*** ***
*** ***The advertisement is meant to spread awareness about the special subprime financing options that are available through ** *** and, more specifically, local *** dealersOver the last few years, ** *** has focused on growing its subprime portfolio and, as a result, ** dealers have had the ability to provide extremely lenient rates and financing options for customers with sub-FICO scoresThere is nothing inaccurate about the advertisement on the websiteAny customer can qualify for $down financing; however, some customers would need a co-signer in order to do soAs, our website states in our disclosure: *$Dollars down is money down and does not include taxes, doc fees, and out of pocket costsMonthly payments will vary based on credit rating and total amount of money paid up frontSome customers may need co-signer to qualifySee dealer for complete details. We do apologize if there was any confusion caused by our business development representative, *** *** is a young kid who just started working at our dealership and does not fully understand the intricacies of the finance processThat being said, *** was upfront with Mr*** and did not attempt to waste his time with a drive to MassachusettsHe could have been more tactful, but he certainly was not deceptive.Regarding running Mr***’s credit bureau, our finance manager did run his credit, as he requested and authorized our dealership to do in writingRunning Mr***’s credit one time does not negatively impact his creditIt is only when there are numerous credit pulls over a short time spanAs such, Mr*** has not suffered any damage to his credit nor any financial damages as a result of his brief interaction with our dealership. We hope to quickly and cordially resolve this disputeAgain, we apologize for any confusion caused Mr***We have discussed the matter with our Business Development Center and provided additional training regarding subprime financing to help to more clearly convey the details to potential customersIf you have any additional questions or concerns regarding this transaction, please do not hesitate to contact me directlyVery truly yours, *** *** General Sales Manager Muzi *** *** ***
We are sorry to hear that the customer is not happy with the explanation provided, but those are the factsWe took our time and were completely transparent in our response and provided a detailed explanation of the ad and the financing process. We also had an extensive discussion about this incident with our new business development coordinator, ***, to ensure that this confusion would not occur in the futureWe can certainly sympathize with Mr***'s credit difficulties and we would be happy to work with him in any way that we canWe help many credit-challenged customers each and every month, but certain things like multiple charge-offs and vehicle repossessions can require the additional security of a co-signerThe relief that the customer is requesting is completely arbitrary and unwarranted because Mr*** has suffered no damagesAgain, we would be happy to have our finance team assist him with a new vehicle purchase, he will just need a co-signerIf Mr*** has any additional questions or if we can help him in any way please just let me know.Sincerely, *** *** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
While a very generic and corporate response, I have been in touch with *** and they assured me they were very surprised that a dealership that sells thousands of their tires didn't simply call *** who would have authorized a return at no cost to MuziFurther, I was willing to pay any mounting/balancing costs - so the level of "service" is buyer beware, in my humble opinion.My brakes still squeak - but I will take my business elsewhere, since I believe this dealership has certainly changed over the years to one focused on short-term profitRather than service.No, this particular vehicle was not purchased at Muzi (which is probably their issue.) However I have been a long-time customer (which if they had done one ounce of research, would see that) and have spent thousands of dollars over the course of ten plus yearsIt takes years to secure return customers - and only a few minutes to make someone happy - even when it would have cost you nothingThat, to me, should say something to the "Better Business" Bureau!Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Interestingly enough, I called [redacted] (###-###-####, file # [redacted]) who informed me that Muzi's service team was given authorization by [redacted] to replace my two tires. So, it appears, that Muzi chose not to assist in the resolution of my service issue after diagnosing "two defective tires."Once again, I am highlighting that the choice of lack of service on Muzi's part is what I find concerning and is a practice buyers should be aware of. Causing a long-time service customer and one-time sales customer (2004 [redacted]) to "take my problem down the road." Also interesting is that one of the area's [redacted] dealers commented that they see this practice a lot: " ... the dealers choose, for some reason, not to resolve these warranty issues - they send them to us." Maybe something for the [redacted] investigates team to look into.Regards,
[redacted]
The customer brought his 2013 [redacted] into our service department on May 8, 2015 for brake service. The vehicle was not purchased at our dealership. After the initial service write up, our factory-trained [redacted] technicians inspected the vehicle and found that the front and rear rotors were...
beyond the recommended point of replacement. After the customer approved the job, our technicians replaced the front and rear pads and rotors. All work was performed promptly and in accordance with industry standards. Total cost for the work was $1,144.50. The customer then purchased [redacted] tires from a local tire store and returned on June 22, 2015 and asked our service department to balance these tires. He also claimed that the brakes squealed at lower speeds. Our technicians inspected the vehicle but could not replicate the brake noise. During the tire balance, the technicians discovered that, due to a defect, two of the [redacted] tires on the customer’s vehicle could not be balanced. Our technicians informed the customer of the defective tires so that he could get them replaced as soon as possible. The customer then requested that our service department handle the warranty issue with [redacted]. We informed the customer we did not sell him the tires, we cannot warrant the tires, and that his best recourse would be through the store where he purchased the tires or with the manufacturer directly. In order to amicably resolve this issue, our service department will absolutely do everything in its power to isolate and repair the customer’s brake issue at no additional charge. But, we cannot help him with his defective tires because that is an issue best resolved between him, [redacted], and the store where he purchased the tires. If you have any additional questions or concerns please do not hesitate to contact our Service Manager [redacted] at ###-###-####. We look forward to a prompt resolution of this matter.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]
After a thorough review of this transaction with the salesman and sales manager involved, it is our position that this was just a simple misunderstanding and we would like to work toward a cordial resolution as quickly as possible with the Mr. and Mrs. [redacted].Mr. [redacted]’s recap of the interaction is...
fairly accurate but omits a few important details. When our salesman, [redacted], spoke with him on the phone regarding the new 2016 Suburban, Mr. [redacted] indicated that he would like a basic white Suburban with an LT trim level but he never actually selected a specific vehicle or stock number. In fact, Mr. [redacted] told [redacted] that his wife would come in to get a trade appraisal, on their Tahoe, and take a look around to see what she liked. When Mrs. [redacted] arrived, she sat down with [redacted] and our management team appraised her vehicle. [redacted] showed her the available Suburban inventory and she ultimately selected a white Suburban LT that she liked. The vehicle she selected; however, had additional options that made it more expensive than the basic LT, Mr. [redacted] seemingly contemplated. These additional options included: Luxury Package: $3,110 Sun, Entertainment & Destination Package: $3,18520” Polished Aluminum Wheels: $1,4002nd Row Bucket Seats: $590And an Iridescent Pearl Tricoat Finish: $995 These options total $9,280 (see the attached invoice for reference). Before Mrs. [redacted] left, [redacted] sat down with her and showed her the trade value on their Tahoe and the price on the new Suburban and said that he would also discuss the numbers with Mr. [redacted]. After Mrs. [redacted] left, [redacted] called Mr. [redacted] and discussed the trade value as well as the new vehicle purchase price. Mr. [redacted] told [redacted] he would think about it and that was the last interaction our dealership had with the [redacted]s until this complaint was filed with the Revdex.com.We want to make clear that any changes in vehicle were only to cater to the customer’s desires. It makes no difference to our dealership which vehicle is sold. In addition, if any actions were taken as rude or dismissive it was clearly a misunderstanding. Our dealership is 100% committed to treating each and every one of our customers in a polite, respectful manner without regard to their race, sex, color or ethnicity. We would love to have an opportunity to work with the [redacted]s again to find them the right vehicle at the right price and work to put this unfortunate misunderstanding behind us both.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]
We have just confirmed with the customer that this issue has been resolved. Our finance team followed up with [redacted] and they indicated that the refund from the extended warranty was applied to the customer’s loan on January 13th. We apologize to the customer for the delay in the refund...
process. There was some confusion in our office regarding this refund, and we recently had some turnover in our finance department which added to the confusion. If the customer needs anything else at all, he can always reach out to our new finance manager, [redacted] and he will promptly address any concerns.
I am writing in response to Complaint#[redacted] filed by [redacted]. In her complaint, Mrs. [redacted] alleges that our Chevrolet sales department engaged in fraudulent activity; however, this complaint is actually just the result of a simple mathematic misunderstanding. Mrs. [redacted] arrived at our...
Chevrolet dealership on November 20, 2016. She was looking to purchase a new 2017 Camaro Coupe and trade in the 2013 Camaro Coupe that she was currently driving. She stated that she had just come from another dealership (Best Chevrolet) that was not giving her a fair price. We proceeded to help Mrs. [redacted] locate a 2017 Camaro that she liked and we put together some numbers for her that would work. We ultimately agreed upon a silver 2017 Camaro Convertible that listed for $44,585. Our sales manager appraised Mrs. [redacted]’s 2013 Camaro and told her that we would give her $11,000 for the vehicle. She owed about $13,000 on her loan, leaving about $2,000 in negative equity that would need to be paid off in the transaction. We ultimately agreed to sell Mrs. [redacted] the 2017 Camaro for $33,585 plus the cost of her trade payoff and all registration fees. During the negotiation, we worked these numbers out with Mrs [redacted] on a deal worksheet. See Exhibit 1. This price was also written on the Purchase Contract that Mrs. [redacted] reviewed and signed prior to entering the finance office. See Exhibit 2. The reason Mrs. [redacted] thought that our numbers were inaccurate is because she failed to take into account the fact the that the $11,000 for her trade was going toward her loan payoff and would not be subtracted from the agreed upon $33,585. Instead of an extra $11,000 off the agreed upon price, there was actually $2,000 in negative equity added onto the sales price. Making the actual sales price much higher than she had calculated in her head. There was never any fraudulent activity, our sales and Finance team never tried to “pull a fast one,” there was just a simple miscalculation. We hope that this explanation helps shed some light on the misunderstanding. Please let us know if you need anything further to help resolve this matter.
Hi [redacted], We apologize for the delay. Our accounting department has cut the check and you should receive it by early next week.If you have any additional questions or concerns please do not hesitate to reach out to me directly. Sincerely, [redacted] General Sales Manager Direct: [redacted]