Neil Heating & Air Conditioning, Inc.

Our Service Director, *** *** is handling a refund for *** * **-***The customer only has a hand written receipt that there was a wire looseRefund is being issued on the basis of goodwill not from any overcharge or wrong doingThe customer has been informed that refund will take 7-
business days..This should resolve the customer's concerns/issues.Sincerely,*** ***Sands Motor Company, Inc.Office Manager

I’m not sure how the correspondence was conveyed by our General Manager however he was directly involved in conversation with and through several other sales managers. No damage to the vehicle’s body was documented to our knowledge however we would consider repairing any damage caused from the Tucson incident as a gesture of goodwill.  We will not replace Mr. [redacted] vehicle based on this incident. The vehicle has been mechanically repaired and nothing further is owed. Derek H[redacted]Service DirectorSands Chevrolet

We have received your complaint and will use it in our training to make sure that, while our intent is to sell every car we can, we want to make sure the customers, like yourself, don't feel pressured. We appreciate you taking the time to forward this letter to us so we can use it as a case...

study and improve our process.In regards to the "Form 12", this document is required in order to submit to the lending institutions for loan approval and for delivery of the vehicle. The dealer submits the loan as close to the customer's request for down payment, term,  payment and financed amount. The lending institutions have the final approval on the credit application submitted. Unfortunately, based upon the findings of the lending institutions, ie. (not limited to) credit history and/or payment history,  it is necessary to change the payment, down payment, term of the loan and/or the amount financed. These changes require the customer to be re-contracted. The customer does have the right not to sign the new contract and return the vehicle.The dealership does not benefit from delivering customers in vehicles only to have them returned with more miles and sometimes damage to the vehicle. Sincerely,[redacted]Sands Motor CompanyGeneral Manager

THEY REPLACED THE CAM SENSOR WIRING FIRST THAT COST ME $330 AND IT DIDN'T WORK., I PICKED UP THE CAR BECAUSE I NEEDED IT AND  WOULD BRING IT BACK LATER, THEY TOLD ME O MIGHT NEED A COMPUTER SO I GOT ANOTHER SENT TO ME AND BROUGHT THE CAR BACK FOR THE RELEARN. THEY FOUND MORE THINGS WRONG THAT DIDN'T HELP UNTIL FIMALLY  REPLACING THE CRANKSHAFT SENSOR.  THEY HAVE RECORDINGS OF MY CONVERSATIONS WITRH THE SERVICE  WRITER, THIS WILL CONFIRM MY NOT BELIEVING  WHAT THEY WERE CHARGING ME FOR AND NOT NEEDING IT I DONT WANT A $410 GIFT CERTIFICATE!!! I WANT MY CREDIT CARD REIMBURSED FOR THE UNNEEDED CHARGES  WHICH IS $410 AND I AM BEING MORE THAN FAIR WITH THAT AMOUNT!!!!! I ALSO HAVE RECEIPTS

Tell us why here...Please see attached pictures to notate the scratch was on the right mid quarter panel. As per the estimate, we removed tail light assembly, the fuel door, loosened the rear bumper to allow a perfect paint edge. This repair is done in fashion to meet the highest standards set forth by [redacted], the industry benchmark for excellence in Auto body repair.The customer stripe was sublet out to a company specializing in one of a kind replacement stripes, and OEM . Having someone who specializes in this type of work ensures the highest replacement standard possible. ( see attached bill) Sands Chevrolet agreed to fix this scratch, the repair was completed to exceed industry standards and is backed by our lifetime warranty on our labor and paint. We have done and performed all work promised. The customer inspected the repair and voiced they were completely happy with it when he picked up his vehicle.Sincerely,[redacted]Sands Motor CompanyGeneral Manager

Hello, I did however speak with Mr. [redacted] and we spoke about the battery and spoke briefly on the warranty issue. Mr [redacted] is actually looking into the warranty to see why I was sold the extended warranty and the they never told me I didn't have it. As I told Mr. [redacted], my car payment went up because I wanted the extended warranty, so if the warranty not in effect why is the payment still the same. I am waiting for Mr. [redacted] to look into it and get back with me. He stated he'll call me by tomorrow once the accountant get my profile to him. Maddy never mentioned to me about buying an extended warranty he told me to come back in 6 months of my car payment being paid on time and he'll put me in a brand new car.

I placed a call to [redacted] personally. Her down payment was on a VISA card and had to be refunded on the same card. I apologize that this was not handled before. I transferred the call with Ms. [redacted] over to our receptionist, Robin so that we could get the full card number, expiration date...

and CVC code to process the refund onto the VISA. This credit to Ms. [redacted]'s account will take approximately 3-5 business days before the credit will appear on her account. Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager

Our management staff has met with Mr. [redacted] and came to agreement to install a bedliner and running boards in lieu of the miscommunication of the free oil changes. At this time, this resolves Mr. Aprim's complaint.  Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager

Ms. [redacted] purchased a 2008 PT cruiser on 2/11/2016. At the time of purchase the vehicle had 118,000 plus miles and was sold with a 15 day 500 mile implied warranty. our General Manager, Glen D[redacted], just spoke to Ms [redacted] at 5pm 11/28/2016, who confirmed that the car Now has 160,000...

miles and is un-drivable due to multiple mechanical issues. Ms [redacted] agrees that most of the miles were put on during the first couple months of ownership.THe car has been parked for some time . She stated that she had no problems for the first couple months. Ms [redacted] is aware she bought the car with only a 15 day 500 mile implied warranty but is looking for help. In a act of good faith, We have offered to overlook some of her cars mechanical issues and excessive miles, to help trade her into something with less miles and hopefully newer that can handle all the extreme miles she puts on a vehicle.  Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager

We have contacted this customer before on previous
letters for the same cause. We have attempted to contact the customer on this
complaint without a response. Customer is allowed to upgrade to another
vehicle, however it has to fall with in guidelines of the bank approval This
customer is...

seeking a vehicle that would require a large down payment in order
to fit the parameters of the approval on a truck. We can offer approval on
another vehicle, it is just not what the customer wants . As such, he must
continue to stay in the vehicle he has until he either more cash down or
reduces his amount owed . It will be the lending institutions that have the final approval requirements for a new loan, not a dealership.
As he continues to pay on time his options with opther
banks may become a viable option to allow him to up grade as well. Sincerely, Glen D[redacted]Sands Motor CompanyGeneral Manager

Our Sales Manager, Zellar J[redacted] has been in contact with Ms. [redacted]. B[redacted] is an email responded to their conversation. Thank you, Cherie V[redacted]Sands Motor CompanyOffice Manager -----Original Message----- From: "[redacted]Mgmt" <[redacted]@gmail.com> Sent:...

Wednesday, March 7, 2018 11:18am To: [redacted]@sandschevrolet.com" <[redacted]@sandschevrolet.com>, "[redacted]Mgmt" <[redacted]@gmail.com> Subject: Re: [redacted] DL# [redacted] Unwind Sheet Thank you for the call today Zeller.  I have done further research on this car, as I was not told the purchase price, I just wanted the car. I currently pay $440.00 a month and have an excellent pay record on my last and current vehicle with B&G auto. I just dont like the car im in now, and was going to return it.  I found the same car in Cali listed b[redacted] and for a lower price  than the KBB listed b[redacted]. I did find a couple more from Camelback Toyota for the same model and low mileage for $14K and $209.00 montly payments. Please see if you can make the prices commensurate to those other locations and I would be happy to still do business with you.  [redacted]

My apolgizes, yes it was a Sonic that Mr. [redacted] was negotiating on for three days .Mr. [redacted] did not want to give information for us to submit for bank approval. A signed contract without a bank approval is not a cashable contract.  As previously stated, due to large rebates and short inventory, Sands policy is that a vehicle cannot be held without a cashable contract. With no money down and without a bank approval the vehicle cannot be held. A verbal "ok" is not valid as a cashable contract. We would have several vehicles unavailable for sale if that was the process and there are times that particular sale would not finalized. When another customer is inquiring about this vehicle (advertised or not) this vehicle would still be available for sale. The discount had not ended. The vehicle was available for sale since there was not a deposit or a cashable contract signed. We apologize that Mr. [redacted] was not told the vehicle had been sold before returning to the dealership. Sincerely,Jerry M[redacted]Sands Motor CompanyDealer Operator

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  I was contacted by [redacted] the customer service rep who asked me to bring the car in to the body shop to have the scratch repaired. The shop manager [redacted] assured me they would remove the rear bumper and the body stipe and re-paint the quarter panel because the color would be hard to match.  I went in three days later to check on the repair and was told by [redacted] that the car was in the paint booth and I couldn't see it.  When I picked up the car 3 days after that I looked closely at the repair and could tell the body stripe had not been removed and I looked under the car at the rear bumper and due to some personal modifications I could tell the bumper had been removed as I was promised. [redacted] told me the car had to be sent out and they didn't do the repair. When I asked her about the license plate issue she [redacted]

Ms. [redacted] purchased the Chevrolet Impala LTZ and signed final contract on 12/31/2016. At that time, the purchase price was $14,875.00. Her trade allowance on the 03 Kia Sedona was $3,363.00, even though the vehicle was not in running condition and had to be towed in (it was definitely going to...

salvage). There was over a $3,000.00 overallowance on her trade, which was explained to her at the time of purchase. Mr. Shoop has been in contact twice with Ms. [redacted], once in regards to detailing the car for her and a second time to go over the details of the transaction. Attached are the documents as agreed to and signed by Ms. [redacted] and Sands. We have made every effort to satisfy Ms. [redacted]. Sincerely, Jerry M[redacted]Sands Motor CompanyVice President-Dealer Operator

Our Sales Manager, Zellar J[redacted], spoke with Ms. [redacted] in length on Friday, March 23. It does state on our credit application that we can submit to multiple creditors.  Some of these creditors may choose to run an different type of credit bureau. It is the lending institution that makes the final decision on how much can be borrowed, the interest rate, the monthly payment as well as the amount required down. Attached is a copy of our credit application. Mr. J[redacted] did apologize for any inconvenience and told Ms. [redacted] if there is anything he  could do to help please do not hesitate to call, text or email him at anytime.  Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager

Our Sales Manager(s) have spoken with [redacted] and came to an agreement to install a bedliner and running boards at no charge to [redacted] in lieu of the 5 years free oil change. This will resolve the miscommunication regarding the oil changes. Should you need any further information or have...

additional questions, please feel free to contact me at 623-455-7768. Sincerely, Cherie V[redacted]Sands Motor CompanyOffice Manager

Our Sales Manager, David J[redacted],  spoke with [redacted] late last week. Mr. [redacted] will be sending another letter to the Revdex.com stating that the issue has been resolved.  We are mailing his books and keys out and he is no long interested in any financial compensation.    Sincerely,  David J[redacted]Sands ManagerSands Motor Company

Tell us why here...To whom it may concern:Our Sales Manager, [redacted], has been in contact with [redacted]. Sands has agreed to have Sands Chevrolet will be towing in [redacted] 2012 Dodge Grand Caravan to make all necessary repairs to the brakes and master cylinder. ...

Sincerely,[redacted]Sands KiaGeneral sales Manager

Customer will be in on Monday 1/22/18 to have oil pan replaced for parts price plus tax only. We will repair tire at no charge as well. Customer is satisfied with the resolution. The vehicle has over 200,000 miles on it and the oil pan threads were simply worn out from mileage not from damage. One...

time goodwill gesture of free labor on oil pan, cost on oil pan parts, and free tire repair.   Derek H[redacted]Sands Motor CompanyService Director

Tell us why here...Customer came in at 11am on June 25, 2015. They were given a loaner car while we address his issues/concerns.This should resolve the complaint.Sincerely,[redacted]Sands Motor Company, Inc.Office Manager?