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Nature's Emporium Reviews (6)

I just received your e-mail in reference to case # [redacted] and appreciate the opportunity to respond Our last communication with Mrs [redacted] was on 4/29/and advised her that we understand her dissatisfaction but have done nothing but perform the recall as instructed by GM We are very empathetic to her comment about the vehicle being worse after the recall(s) were completed and contacted GM Technical Assistance to review the recall procedure to make sure it was performed correctly (which they have confirmed we did) We encouraged Mrs [redacted] on Friday to contact GM Customer Assistance with the case number Technical Assistance gave us so she could voice her concern directly to the manufacturer Based off receiving this e-mail I am not sure whether that has happened or not but I strongly encourage Mrs [redacted] to make that phone call as a consumer to the manufacturer Unfortunately, all we can do at the dealer level is make sure the recall has been done per the instructions GM provides and support Mrs [redacted] if GM allows us to do anything else Michael P [redacted]

Thanks for talking with me a few days agoPer our discussion the following is the company's written response to ** and *** *** complaint ID # ***
After reviewing the history of the repair and talking with my personnel we feel that we did everything we could to satisfy the
customerWe have absolutely no reason not to believe ** and *** *** when they state the vehicle now vibrates at speeds in excess of MPH since the repairs; however, there is no way for us to confirm that because the repairs we performed on the vehicle did not prompt us to drive the vehicle at 65+ MPHWe addressed the noise under the hood by replacing the power steering pump and when performing the state inspection found that the hub bearing needed attention as well
My Service Manager, *** ***, did not initially feel the vibration when the vehicle was dropped back off because he did not drive it at the necessary speedWhen riding with ** *** he did feel the vibration at speeds between and MPHIn interest of customer satisfaction we attempted to balance the tires at no cost and unfortunately that did not fix the problemFrom that point we moved the front tires to the rear of the vehicle and moved the rear tires to the front and that changed the vibrationIt did not go away but it did move the vibration which, in our opinion, validates the problem is in the tiresI was not present when the last conversation between ** *** and *** *** transpired when the request was made to put four new tires on the vehicle (referencing the "I am not going to do that for you entertainment" comment) but I will say that in *** years of employment here at Patrick Buick GMC he has nothing but professional, courteous and truly dedicated to providing the highest level of service to our customers
I, and everyone here involved with the repair, do understand and appreciate the *** frustrationThey state in their complaint the tires are only months old and one would hope that the business that sold them the tires would provide some level of satisfactionWe would be more than happy to provide any documentation of our findings that could be presented to the place where they purchased tires to hopefully resolve their concerns
Respectfully,
*** ***
Patrick Buick GMC

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was absolutely not given a case number, nor the number to GM Customer servicei was told the problem lies with corrosion on a module I took notes during that call on 4/and further requested that Jerry the Service Repcall my husband, Brent *** at *** and explain to him why this was not an issue with the recall work they performedNo information was given to you either regarding a case number or GM contact informationFurther I sent my husband the notes I took during my telephone conversation, it's hard to believe I missed the actionable information( See attached)
Some one isn't telling the truth- perhaps it's some one giving erroneous information to MrP*** and he is quoting what his policy is in these cases, but in this case it was not followedIs there a chance that the equipment they used as provided by GM is the culprit? If that is not possible I'd like to see the information and used parts that were removed from the vehicle.
Attached please find the notes sent via electronic mail 4/29/as evidence that no such information was imparted or provided by Patrick GMC & Buick employees on April 29th, or at any other timeI don't think I should have to contact GM, I believe this issue should be resolved by the parties of Patrick Auto and GMIf I must, if provided with the information and contact numbers allegedly given last week I will contact GM
Regards,
*** ***

Sorry for the delay on this but with the correct e-mail on file we should not have such delays in the future. My response is for #***Having talked with my service manager, Rob H***, I do believe the majority of the confusion and ultimate frustration for Mrs***
came from not being able to locate the history of the repairs that date back almost years ago. In her letter she references a warranty on the battery and from our perspective there are multiple entities that can administer that warranty....from GMC the corporation (as she mentions in the letter from 2008) to repairs we do at the dealership level that are also backed by the manufacturer. While I did not talk with her myself and by no means am I attempting to shift blame from my company I believe the frustration came from us trying to determine where to go with the warranty issue she was referring to. If she has any paperwork from the repair in that would be great. We do keep very extensive, detailed files but I am not sure we can find a single repair order dating back to 2010. From a resolution standpoint I would like to extend an offer for Mrs*** to visit one of our dealerships, either in Ashland or our Richmond location which may be easier for her to visit. We will diagnose the vehicle at no charge and if it needs a battery we will replace at no charge. I would like to be up-front that there may be something more going on with the vehicle than a battery. I believe that was brought up when she was talking with Rob Harman and I do see where that could have been frustrating to her but it is a very real reality. There are a number of items beyond a battery that can cause a no starting issue. In her complaint her desired settlement is "to have her truck work without worrying about it starting" and we want that to. If all that is involved is the replacement of a battery I would be very pleased with that outcome. *** *** Patrick Buick GMC Kia

I just received your e-mail in reference to case #*** and appreciate the opportunity to respond. Our last communication with Mrs*** was on 4/29/and advised her that we understand her dissatisfaction but have done nothing but perform the recall as instructed by GM. We are
very empathetic to her comment about the vehicle being worse after the recall(s) were completed and contacted GM Technical Assistance to review the recall procedure to make sure it was performed correctly (which they have confirmed we did). We encouraged Mrs*** on Friday to contact GM Customer Assistance with the case number Technical Assistance gave us so she could voice her concern directly to the manufacturer. Based off receiving this e-mail I am not sure whether that has happened or not but I strongly encourage Mrs*** to make that phone call as a consumer to the manufacturer. Unfortunately, all we can do at the dealer level is make sure the recall has been done per the instructions GM provides and support Mrs*** if GM allows us to do anything else. Michael P***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This dealership is taking zero responsibility for the vibration that still exists in my vehicle. To blame the vibration on the tires alone is absolutely ridiculous. The vehicle didn’t vibrate before it went in for service, so the fact that it does now leads me to believe that something was not properly fixed. I can only hope the work that was done doesn’t cause an accident somewhere down the road. My family will not be returning to this dealership for any purchases or repairs even though we get free state inspections and still have a free oil change yet to be used. The poor customer service and lack of quality are not worth the headache. My husband and I are established members of the small town of Ashland and will be sure to share our experience with our friends and family. It's a shame that this dealership is not what it once was.
Regards,
*** ***

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Address: 27 - 16655 Yonge St, Newmarket, Ontario, Canada, L3X 1V6

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