Neil Heating & Air Conditioning

Our Sales Manager, Terry F*, spoke again to Mr [redacted] today at 12:pm MrF [redacted] confirmed that Mr [redacted] did receive a check for the battery as promisedMrF [redacted] explained that there is no extended warranty on his contract the only additional product purchased was credit life and disability coverageMrF* reiterated that the only option to add additional product such as an extended warranty would to pay cash for itMr*** said he would look in to doing that and asked if he could do that at any General Motors Dealer and MrF* responded that most General Motors Dealers' have extended warranty products and could assist with his purchase Mr [redacted] would like a copy of the Credit Life and Disability policyNote: please send a copy to him - I have attached a a copy of the policy to this email as well Sincerely, Cherie V [redacted] Sands Motor CompanyOffice 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 managersNo 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 incidentThe vehicle has been mechanically repaired and nothing further is owedDerek H***Service DirectorSands Chevrolet

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [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 approvalA 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 contractWith no money down and without a bank approval the vehicle cannot be heldA verbal "ok" is not valid as a cashable contractWe would have several vehicles unavailable for sale if that was the process and there are times that particular sale would not finalizedWhen another customer is inquiring about this vehicle (advertised or not) this vehicle would still be available for saleThe discount had not endedThe vehicle was available for sale since there was not a deposit or a cashable contract signedWe apologize that Mr [redacted] was not told the vehicle had been sold before returning to the dealershipSincerely,Jerry M***Sands Motor CompanyDealer Operator

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] Dodge Grand Caravan to make all necessary repairs to the brakes and master cylinder Sincerely, [redacted] Sands KiaGeneral sales Manager

MS [redacted] NEIL HEATING WILL STAND BEHIND OUR REPUTATION ON BEING IN BUSINESS PLUS YEARS AND NEVER A COMPLAINT !! WE ALSO HAVE AN A+ RATING WITH THE Revdex.com She is a : trouble maker She cheated the Warranty company and also our Company money that was due for installing an ew high efficiency furnace in her home the existing system was dangerousafter SYSTEM WAS NSTALLED SHE REFUSED TO PAYThe warranty company "wrote off her insurance" she was given ALL DOCUMENTATION THAT SHE DEMANDED even thou it was NOT our responsibility to provide itemized statement she demandedWe complied and still she refused to pay what she owes !!

Ms [redacted] purchased a PT cruiser on 2/11/At the time of purchase the vehicle had 118,plus miles and was sold with a day mile implied warrantyour General Manager, Glen D [redacted] , just spoke to Ms [redacted] at 5pm 11/28/2016, who confirmed that the car Now has 160, miles and is un-drivable due to multiple mechanical issuesMs [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 monthsMs [redacted] is aware she bought the car with only a day mile implied warranty but is looking for helpIn 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

THEY REPLACED THE CAM SENSOR WIRING FIRST THAT COST ME $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 RELEARNTHEY 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 $GIFT CERTIFICATE!!! I WANT MY CREDIT CARD REIMBURSED FOR THE UNNEEDED CHARGES WHICH IS $AND I AM BEING MORE THAN FAIR WITH THAT AMOUNT!!!!! I ALSO HAVE RECEIPTS

Ms [redacted] contacted our General Manager, Glen D [redacted] on the morning of 11/21/about 10amShe stated that she had called in to the store and talked to someone in the finance office who that told her that it appeared her interest rate was changed from what she was contracted atMrD [redacted] assured her that we only send signed contracts to the lender as a funding packageMrD [redacted] told her he would investigate her original deal and get back to her in a couple hoursMrD [redacted] pulled the original signed contract and verified with the bank that the customers contract was exactly the same as the one recieved and funded by the bankIt was the same as the one she had copies ofWe began leaving messages for her at 1pmMrD [redacted] called personally and left messages for Ms [redacted] at 4pm and about 5pm she called me backMrD [redacted] assured her that the contracts are the same and the dealer did exactly as we agreed and contracted to doMs [redacted] satisfied at this time Sincerely, Cherie V [redacted] Sands Motor CompanyOffice Manager

Tell us why here...Customer came in at 11am on June 25, 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?

Ms [redacted] purchased the Chevrolet Impala LTZ and signed final contract on 12/31/At that time, the purchase price was $14,Her trade allowance on the 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,overallowance on her trade, which was explained to her at the time of purchaseMrShoop 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 transactionAttached are the documents as agreed to and signed by Ms [redacted] and SandsWe have made every effort to satisfy Ms [redacted] Sincerely, Jerry M***Sands Motor CompanyVice President-Dealer 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.In the interim of waiting for a response from Sands I had to have the fans repaired My mechanic provided the service more inexpensively than the "employee" cost quoted by Mr [redacted] and will guarantee the fans for life, (they would replace only and would only provide another month warranty).It's odd GM would not assist as they did years ago and it was GM that originally intervened with Sands without result.I will remain with my mechanic who replaced the harness and the mickey mouse wiring that Sands provided the last time I do not forsee having any further business with Sands Mr [redacted] was polite, but it took numerous calls and the intervention of the Revdex.com to have them offer a reasonable, albeit more expensive option.Regards, [redacted]

We have addressed all of the customer's concerns and the customer has been back in to the dealershipWe were able to get the customer approved through a secondary lender on a Hyundai SonataThis transaction has been completed, funded and title work processedTo the best of our knowledge the customer is happy at this timeSincerely, Glen D [redacted] Sands Motor CompanyGeneral 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***Sands Motor CompanyService Director

Mr [redacted] came in on an advertised ColoradoIt was disclosed to him that the price was posted to a site by a third party and explained that with computers and interactions between exporting, errors do happenThis is why we have a errors and omissions statement on our website(see attached docs.) Mr [redacted] at the time understood and seemed happy to pay for this VehicleMr [redacted] was given the opportunity to drive and inspect this vehicle for all flaws and defectsMr [redacted] willingly purchased this vehicle and signed all docs to include the federal buyer’s guide, Buyers order and a We owe clearly defining any work or promises made to Mr [redacted] for future repairs (see attached)The buyers order clearly shows he is buying the vehicle "As Is" and an implied warranty for days or miles whichever comes firstHe was also offered an extended service program in finance and declined that offerMr [redacted] was shown and signed the federal buyers guide also reaffirming the fact that only an implied warranty existed with this purchase.Mr [redacted] came back a few days later with numerous concernsNone of which were diagnosed as a safety issue and none would have been cover under his implied warranty.Sands Invested $1500.OO in good will repairs which included tires and never ask Mr [redacted] to pay anything for this repairs or tiresMr [redacted] never returned to claim any part of these repairs didn’t resolve his issuesMr [redacted] never gave Sands Chevrolet the opportunity to re-address repairs that did not resolve his issues and/or concerns.In regards to his wife being on the paperwork, please refer to the paperwork completed by Mr [redacted] that clearly shows he agreed, purchased and signed in his name onlyIt was only after the deal was consummated and finalized that it was brought to our attention that he now wanted his wife addedSands again, in good faith complied with Mr***We feel we have gone above and beyond in good faith Mr [redacted] and we cannot in good conscience pay him any additional amount on a vehicle that was sold with a limited implied warranty..Sincerely,Glen D [redacted] Sands Motor Company, Inc.General Manager

MrZeller did contact me and emailed me a letter to prove the car was returned to their lot, but there was still an issue about the hits to my credit report by their companyI DID NOT ALLOW OR APPROVE REQUESTS OR HITS TO MY CREDIT REPORT FOR THIS LOANIN FACT, WHEN WAS ON THE LOT I GOT NOTIFICATION FROM CREDIT KARMA ON INQUIRIES AND TOLD MY SALESMAN WHAT THE HECK?!! iF THERE'S AN ISSUE THEY NEED TO STOP, THEN WHEN I ALREADY HAD THE CAR, THEY RAN MY CREDIT ANOTHER TIMES BETWEEN 02/09/TO 02/12/ THIS ACTION DROPPED MY SCORE FROM TO TO DATEI would like this rectified And he still never returned my call to put me in something comparable to the Toyota Corolla car I had and, which I told him he was running my purchase price over $9,over Kelly Blue Book after doing more research on their practicesI was not told what the purchase price, they just asked me what I was able to pay, and this car was just sold on 03/01/due to their messed up ways of handling business [redacted]

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 changesAt this time, this resolves MrAprim's complaint Sincerely, Cherie V [redacted] Sands Motor CompanyOffice Manager

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 ***, 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

Our Sales Manager, Zellar J***, spoke with Ms [redacted] in length on Friday, March 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 bureauIt 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 downAttached is a copy of our credit applicationMrJ*** 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

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 pressuredWe 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 vehicleThe dealer submits the loan as close to the customer's request for down payment, term, payment and financed amountThe lending institutions have the final approval on the credit application submittedUnfortunately, 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 financedThese changes require the customer to be re-contractedThe 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 vehicleSincerely, [redacted] Sands Motor CompanyGeneral Manager