O'Reilly Buick GMC

Dear Revdex.com.This is an official response to Complaint ID # [redacted] , submitted to your office October 31, 2017.My name is Keith O [redacted] and I have managed the Customer Care Team here at O'Reilly Buick GMC for the last fourteen (14) monthsThe Customer Care Team fulfills information requests and schedules test drive and service appointments.On Monday, October 23, at approximately 3:PM a member of my Customer Care Team received an inbound phone call from a prospect regarding the availability of a Buick Encore Compact SUVThe vehicle's availability was confirmed to the inquirer.We were asking a couple thousand more for said vehicle than the inquirer wanted to spendAt which point, I was given permission to lower the asking priceWe agreed on a price and Itook a $depositThe inquirer submitted his credit application and our Business Office was able to get a loan approval for himUnfortunately, the inquirer was in a negotiation with another car company for a settlement of some kindThis money was to be used to place a down payment on said vehicleThe issue was that he offered no assurances as to how long it would be before he had the moneyIn fact, management asked me several times to get a firm date when the inquirer would be here to take deliveryThe inquirer only said that he was in negotiations for the money and the two parties were still thousands of dollars apart.Dealerships don't take deposits to hold a vehicle from being soldDeposits are taken to hold a firm price in placeThe inquirer had no expectation of ownershipThe inquirer had a legitimate expectation that we would sell him our vehicle for an agreed upon priceThat is it Additionally, the vehicle was not marked SOLD because we had zero idea of when these funds would be available.I did contact the inquirer and let him know the vehicle had been soldHe expressed his frustration with several long sighsI told him I was going to get his money refunded and call him back to work something out and to that we said goodbyeInstead the inquirer takes to Social Media repeatedly to put us down in over four different sitesI don't understand why he thought giving us bad/half true reviews on social media would make us want to help him now.Keith O.Business Development Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The handle was not frayed nor did it have damage to itThe vehicle is not in poor condition could use a wash and even if it is that is not how I brou the vehicle to the company not was I informed the handle was brokenMy regular mechanic will also verify that the handle was not brokenI was yelled at and spoken to like a childThe service manager was very nasty and not helpful at allThis is not how a manager of a major company should conduct business with a customerYes a discount was offered but my handle was on and in a working manner when I brought it inThe lever was in the floor and I explai it to the manager over the phone before I took off from work to get this resolved Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Again, The hood lever was in good and working condition and ALL of the issues that you are speaking of has been worked on and completedAnd again the lever was on and in perfect working condition. Everything that you are referring too does not make the car in horrible conditonIf I bring you my vehicle I expect you to return it in the same condition that I brought it to you inMy mechanic did not agree with my vehicle not being in and in your words "In horrible condition" I was a repeat paying customer and I will never ever come here or reccomend anyone to come to your service deptagainYour customer service is horrible nor do you even own up to and correct what you did wrongAgain my hood lever was on my vehicle and in working condition you or your service tech did not inform me that he broke it nor did anyone tell me that it was broken I had to find it under my foot when I got homeYou dropped the ball in many ways with communication, customer service and resolutionPlease just fix the lever and be dont with it!!
Regards,
*** ***

Please see attached

This dispute should not be against us we did not impose the recall General Motors did We did not offer any settlement GM did This case is totally out of our hands.Ken K***GM

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Good morning!
While I can understand the customer's disappointment in not being notified about the broken hood release handle; based on my inspection of the car and the handle/cable assembly; it was clearly evident that the handle's cable was frayed prior to the car being brought to our shopHood release handles should be able to withstand pulling on it to release the hood as designedThe fact that a weak part breaks while the vehicle is in our custody does not make us responsible for the condition of the vehicleThis vehicle came into us with a check engine light on, traction control light on, service ride control message on, service air bag message on, low tire light on, L/F hub bearing and left inner tie rod very loose, and bald tiresAll of these issues were declined by *** *** for evaluation and she was asked to acknowledge on our work order that her car may be unsafe to driveOur offer of 10% off parts and labor expires on 2/28/Karl S
Service Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The handle was not frayed nor did it have damage to itThe vehicle is not in poor condition could use a wash and even if it is that is not how I brou the vehicle to the company not was I informed the handle was brokenMy regular mechanic will also verify that the handle was not brokenI was yelled at and spoken to like a childThe service manager was very nasty and not helpful at allThis is not how a manager of a major company should conduct business with a customerYes a discount was offered but my handle was on and in a working manner when I brought it inThe lever was in the floor and I explai it to the manager over the phone before I took off from work to get this resolved.
Regards,
*** ***

1/14/15On 12/6/14, *** *** presented a GMC *** for an oil changeThis truck came into us in poor conditionOne of the issues was that the cable for the hood release was frayed and the “pull handle" was crookedWhen our technician pulled on the handle to open the hood, the
cable broke completely.This issues should have been brought to the customer's attention right away, but the technician failed to mention it to our service writer*** *** called me to say that we had broken the handle and gladly agreed to look at itI apologized for the oversight*** *** is correct that the handle cable broke when we pulled it to release the hood so that we could perform serviceI looked at her car on 12/12/and brought *** *** into the shop to show her why the handle broke off, ie, because the cable was severely frayed before the car was brought to usI apologized for us not informing the customer before she left, and offered her a 10% discount to repair the handleShe declined the repair and feels that the handle/cable should be replaced at no chargeWe respectfully disagree, however our discount offer still standsKarl S
Service Manager

Dear Revdex.com.This is an official response to Complaint ID # *** , submitted to your office October 31, 2017.My name is Keith O*** and I have managed the Customer Care Team here at O'Reilly Buick GMC for the last fourteen (14) monthsThe Customer Care Team fulfills
information requests and schedules test drive and service appointments.On Monday, October 23, at approximately 3:PM a member of my Customer Care Team received an inbound phone call from a prospect regarding the availability of a Buick Encore Compact SUVThe vehicle's availability was confirmed to the inquirer.We were asking a couple thousand more for said vehicle than the inquirer wanted to spendAt which point, I was given permission to lower the asking priceWe agreed on a price and Itook a $depositThe inquirer submitted his credit application and our Business Office was able to get a loan approval for himUnfortunately, the inquirer was in a negotiation with another car company for a settlement of some kindThis money was to be used to place a down payment on said vehicleThe issue was that he offered no assurances as to how long it would be before he had the moneyIn fact, management asked me several times to get a firm date when the inquirer would be here to take deliveryThe inquirer only said that he was in negotiations for the money and the two parties were still thousands of dollars apart.Dealerships don't take deposits to hold a vehicle from being soldDeposits are taken to hold a firm price in placeThe inquirer had no expectation of ownershipThe inquirer had a legitimate expectation that we would sell him our vehicle for an agreed upon priceThat is it. Additionally, the vehicle was not marked SOLD because we had zero idea of when these funds would be available.I did contact the inquirer and let him know the vehicle had been soldHe expressed his frustration with several long sighsI told him I was going to get his money refunded and call him back to work something out and to that we said goodbyeInstead the inquirer takes to Social Media repeatedly to put us down in over four different sitesI don't understand why he thought giving us bad/half true reviews on social media would make us want to help him now.Keith O.Business Development Manager