Nova Computer Training, Inc.

On July 31st Mr*** did have his vehicle in our shop for what appeared to be a transmission repairAs stated the transmission in fact had failedThe issues previously stated in Mr*** complaint are well documented as you can see from the attachmentsEveryone at Bill ***
Chevrolet works very hard for every customer to ensure their happiness and that their vehicles are in good working conditionMr*** assertion that service records were not available is not factual, at any time if requested they could have been duplicated and supplied to himThe transmission issues Mr*** refers to are all at different times throughout the ownership history and are of different types such as slow or hard shiftingThese types of conditions are not of a mechanical in nature such as gearing, they are fluid flow relatedMany of the specific concerns the technicians along with Randy *** the Service manager were unable to duplicate. The repair Mr*** refers to that was completed 10/9/was for an accumulator valve which is in fact related to fluid flow, that type of repair is for a hard or long shift conditionWhen Randy *** drove Mr*** vehicle with him on 4/29/once again the specific concern could not be duplicatedMr*** expressed his concern that his extended warranty was coming to an end at some point in the futureunfortunately not Randy or any other technician can see into the future by way of time or miles and predict what will happenAside from the fact that if a problem cannot be duplicated there is no chance for warranty coverageA claim cannot be made for coverage if a problem can not be found leaving us in a position unable to perform any repairsRandy made every effort to protect Mr*** but simply put when a warranty runs out there is nothing we can doAt no point did Randy give Mr*** a indication he did not have to worry about any future repairs because it had been documentedMr*** contention is that he only put miles on since his last transmission concern and therefore Bill *** Chevrolet should have participated in the expense of the repair, It was almost one and a half years since that took placeTime is the enemy as well as miles in the lifespan of any vehicle or part, Mr*** is no exceptionThe failure was a gear set which caused a catastrophic breakdown not anything related to fluid flow as in the previous repairGeneral Motors made a goodwill adjustment to help Mr*** with this repair, it was in no way a warranty adjustment, it was strictly a gesture of good willThere are many repair orders that I have attached to show the amount of time spent in an effort to make Mr*** happy and were done at no charge. Bill *** Chevrolet did not manufacture this vehicle and for the almost eleven years of ownership Mr*** has had we have been there to help as much as possibleMr*** request was answered in August of this year when he and Bob *** spoke about the possibility of a trade which he did not care to doHe was told Bill *** Chevrolet would not participate in the cost of the transmission repairIt is unreasonable to expect Bill *** Chevrolet to pay for repairs incurred because of a mechanical failurethe attachments would not load I will fax them if needed Thank You

Complaint:
I am rejecting this response because:First of all I requested my service records and part of the
record history shows repair orders from to have been "purged"
from the systemIf they were available then they should have been provided to
me when I made the request for my repair historyRegardless, my issue is not
about the missing records it's about the transmission repair to my vehicle.The dealership states that my complaints throughout
ownership are of different types- miles - vibration, delayed shift and clunk
into gear- miles - delayed shift- miles - vibration and delayed shift- miles - delayed shift, slams into second
gear and shutters additional transmission concerns were recorded from time of
purchase to 10.31.07, but as stated I do not have the recordsI do know that I
brought the truck in prior to for a loud clunk noise when in reverse
and was told the issue was normal.The dealership states they could not verify the concern and
Randy *** was unable to duplicate the issue on a road test with meThat is
not correct, RO on states, "Can not find out what is wrong
with vehicleTest drove, DUPLICATEDNeed to get the concern to act up more so
we can find out what's wrong"At this point I was advised by the service department that
the issue was documented and if any problems occur at a later date they would
be coveredIt was miles later and the transmission failedThe
first, second and reverse gears had an internal failureEvery complaint I have
had about the transmission included reverse, first and second gear.The transmission has clearly had an issue from early on
These complaints were never addressed correctly and eventually led to a
complete transmission failureSo since they were unable to figure out what was
wrong, I was left with a vehicle with a transmission issue that ultimately
failed after my warranty was up.The response also states that I was advised by the
dealership that they would not participate in the cost of the repair, that is a
statementBob *** stated to me that once the repair was completed he
would look at the invoice and see if he could help out with any of the repair
costNothing was done by Bob *** to assist with any of the charges.Although the dealership did not build the vehicle, they did
service itDue to their failure to diagnose the transmission issues that were
complained about numerous times, I was left with a major out of pocket expense
GM stepped up with some assistance, but the dealership failed to offer any help.I attempted to contact Bob *** via the phone and in
writing to further discuss this issue and never received a responseI then
proceeded to contact Bill *** in writing and did not receive a response from
him eitherAfter all the years of being a loyal customer of this dealership, I
never expected to be blown off and treated in this manner
Sincerely,
Bob ***

Complaint: 10947701
I am rejecting this response because:My complaint is not and has never been about service records. The complaint is in regards to charges I incurred for a transmission repair that should have been diagnosed properly and repaired while my vehicle was under warranty. I do not understand why this keeps reverting back to an issue about service records.While I appreciate the offer to print the service records that had shown to be purged on the paperwork I received, that does not resolve the issue that I had to pay $1756.36 for a transmission repair that I had reported numerous times as explained in my complaint and responses.I feel that the dealership is trying to dodge the complaint with this type of response.Additionally I would like to request who is handling and responding to this from Bill [redacted] Chevrolet.
Sincerely,
Bob [redacted]

Everyone here at Bill [redacted] Chevrolet feels badly that Mr [redacted] had a problem with his transmission. As stated in my original response numerous attempts to not only find but repair issues were made. We believe Bill [redacted] Chevrolet acted in good faith to do whatever repairs were needed every time the vehicle was in for work. Many of the repair orders written were in fact done at no charge to Mr. [redacted] in an effort to find and resolve his transmission complaints. To state the obvious, there is no reason we would not have done the repair under warranty if there was in fact something wrong at the time. We feel the charges Mr. [redacted] incurred are fair and just.  As stated previously we at Bill [redacted] Chevrolet do not feel there is any reason we should reimburse Mr. [redacted] for any portion of the repair on the transmission. We feel this issue has been answered previously, Bill [redacted] Chevrolet considers this case closed.

That request was never made to me therefore I had no prior knowledge. Those records are available at any time. Mr. [redacted] is welcome to come in and I will be happy to make copies of any and all records available.

Complaint: 10947701
I am rejecting this response because:As stated numerous times I feel that my vehicle was not diagnosed correctly while under warranty. It was noted prior to my extended warranty expiring the problem was verified and noted that it was due to an unknown cause. Now how is that my fault. You verify a problem, but don't know what's causing it.Maybe I put to much trust in Bill [redacted] Chevrolet by taking them at their word that since they documented the issue it would be covered if any problems occur down the road. Unfortunately for me the trans did not fail right away after my last (under warranty) visit.  The transmission failed 5243 miles later, which for someone who drives average miles would be a few months later - but for me it took some time as I do not drive a lot of miles.It's sad to see that the only assistance I received was from General Motors themselves. GM covered half the repair costs and Bill [redacted] Chevrolet did not offer any assistance or cover anything. Leaving me out of pocket for the balance of the repair. The dealership did not build the vehicle, but they were the ones that serviced it and failed to repair a problem that I had complained about for many years.As a long time customer I had hoped to be treated as a valued customer. Now I am an ex-customer that is out over $1700 for a repair that should have been fixed prior to the warranty expiring... Thanks for all your assistance Bill [redacted] Chevrolet.
Sincerely,
Bob [redacted]