Ocean Crest Chevrolet Cadillac Buick Oldsmobile Inc

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Complaint
Mr*** brought his Chevrolet pickup truck in for repairs to his lock cylinder on the driver’s side door. He stated that the key just rotates free and will not unlock the door. In addition there were some broken clips on the door trim panel that he wanted repaired. He also wanted us to look at a short. We repaired the door as per his request and also repaired the short which was in the right front park lamp
Mr*** picked up his truck after the repairs were completed and soon after he left he discovered his power door locks did not work. He phoned the dealership and discussed the matter with my service manager, Kirk G***. He returned with the vehicle and we had the technician who performed the repairs to ascertain if anything we had done during the repair process had caused the failure of the door locks. The technician spent hours examining the connections on the door where he had done the repairs. All electrical connections were good and there was power to the switch. He determined that the next step would be to check a relay that was located under the dash in an area of the vehicle that was unrelated to where he performed the repair. We explained to Mr*** that we had determined that the failure of his power door locks was unrelated to anything we had done. He was not happy with that answer and felt that since the failure occurred while at our dealership that we should fix the power door locks at our expense. MrG*** declined to do the repair free of charge because it was not caused by anything we had done
Mr*** requested to meet with me to discuss his dissatisfaction with our service and I agreed. Prior to our meeting I examined the repair orders for the work we did and I interviewed MrG*** as well as the technician who performed the repairs. The technician told me what he had done and what he had done to check his work when Mr*** brought the car back. He told me he believed that power door locks did not work when the truck was brought in originally. He thought that was why the customer wanted the mechanical lock cylinder fixed
When I met with Mr*** we went over the sequence of events as they occurred. He was unhappy with the timeliness of our repairs and also felt we should assume responsibility for the power door locks being inoperableI apologized for the timeliness of the repairsI explained to him that I had spoken with the technician and was satisfied that the technician had not done anything to cause his problem to occur. He explained that it didn’t matter to him whether we had done anything to cause the problem or not, he felt that since the door locks failed while the vehicle was at our dealership that as a good will gesture we should repair the power locks. I told him that we strive to provide good service and if we make a mistake we own up to it and take care of it. However in this instance he has a year old vehicle with high mileage and that it is for components to fail as they are past their designed lifespan. I explained that we could not be responsible for repairs simply because a component failed on a vehicle while it was in our shop for an unrelated repair. I asked Mr*** if he felt the technician was responsible for his power door locks being inoperable and he said he did not. He felt the dealership should pay for the repair “to take care of the customer” as a matter of reputation. I explained to him that we are concerned for our customers, which is why I paid for hours of technician time to make sure we had not caused the failure. If we had caused the failure we would have taken care of it. However, what he was requesting, I felt, was beyond what is fair and reasonable

I am responding to complaint number [redacted].  On May 30, 2017 we received an email from this person inquiring about some vehicles in our inventory.  The salesperson worked with her to find a vehicle that fit her needs and budget.  We had a new 2017 Chevrolet Sonic on sale for 20%...

off MSRP after factory incentives.  She liked the car and it fit her budget and she agreed to buy the car if we could obtain financing for her.  We were able to obtain financing but the lender required a $1000.00 cash down payment.  The customer agreed to pay the $1000.00 cash down payment. When the customer arrived she did not have her down payment with her, but due to the manufacturers’ incentive expiring the next day we went ahead with the delivery.  She said she would bring the down payment in the next day.Shortly after delivery the customers’ car developed a water leak.  She called her salesperson and complained of the water leak.  The salesperson went to our service department to check the schedule and found that we were 10 days before we could look at her vehicle.  He told her to bring the car in at her earliest convenience and we can try to get it in earlier.  When she brought the car in we loaned her one of our rental vehicles at our expense as warranty will not reimburse us for the rental.  We repaired her car and returned it to her on June 20th well ahead of schedule.The customer did not return with her down payment the next day so the salesperson attempted to contact her.  He made several attempts to contact her and finally sent her an email.  She finally responded to his email and said she had never agreed to bring the down payment in.  She said she told the sales manager that she could bring it in on payday.  She said she was treated poorly by our service department and given incorrect information.  The salesperson reached out to her to find out what had happened but she never responded.In conclusion, she owes us $1000.00 as this was part of the purchase agreement.  As far as the sales tax goes, we always explain to the customer that we are estimating the tax and the exact amount can vary.  The Washington department of licensing determined that the factory incentive was taxable.  Sales taxes are the customers’ responsibility.Regarding not allowing dogs in our rental vehicles, that is simply not true.  We have many customers with dogs and we are a pet friendly dealership.  We allow dogs in are rental vehicles with the caveat that the dog owners are responsible for any damages the dog may cause to the vehicle.Regarding the dent to the hood, again that is not true.  This is the first the customer has ever mentioned the dent.