O'Reilly Buick GMC

Please see attached.

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) months. The Customer Care Team fulfills...

information requests and schedules test drive and service appointments.On Monday, October 23, 2017 at approximately 3:57 PM a member of my Customer Care Team received an inbound phone call from a prospect regarding the availability of a 2015 Buick Encore Compact SUV. The vehicle's availability was confirmed to the inquirer.We were asking a couple thousand more for said vehicle than the inquirer wanted to spend. At which point, I was given permission to lower the asking price. We agreed on a price and Itook a $500 deposit. The inquirer submitted his credit application and our Business Office was able to get a loan approval for him. Unfortunately, the inquirer was in a negotiation with another car company for a settlement of some kind. This money was to be used to place a down payment on said vehicle. The issue was that he offered no assurances as to how long it would be before he had the money. In fact, management asked me several times to get a firm date when the inquirer would be here to take delivery. The 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 sold. Deposits are taken to hold a firm price in place. The inquirer had no expectation of ownership. The inquirer had a legitimate expectation that we would sell him our vehicle for an agreed upon price. That 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 sold. He expressed his frustration with several long sighs. I told him I was going to get his money refunded and call him back to work something out and to that we said goodbye. Instead the inquirer takes to Social Media repeatedly to put us down in over four different sites. I 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 response. If 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 it... The 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 broken... My regular mechanic will also verify that the handle was not broken. I was yelled at and spoken to like a child. The service manager was very nasty and not helpful at all. This is not how a manager of a major company should conduct business with a customer. Yes a discount was offered but my handle was on and in a working manner when I brought it in. The 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]

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 shop. Hood release handles should be able to withstand pulling on it to release the hood as designed. The fact that a weak part breaks while the vehicle is in our custody does not make us responsible for the condition of the vehicle.
This 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 4 bald tires. All of these issues were declined by [redacted] for evaluation and she was asked to acknowledge on our work order that her car may be unsafe to drive.
Our offer of 10% off parts and labor expires on 2/28/15.
Karl S
Service Manager

1/14/15On 12/6/14, [redacted] presented a 2005 GMC [redacted] for an oil change. This truck came into us in poor condition. One of the issues was that the cable for the hood release was frayed and the “pull handle" was crooked. When 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. [redacted] called me to say that we had broken the handle and gladly agreed to look at it. I apologized for the oversight.
[redacted] is correct that the handle cable broke when we pulled it to release the hood so that we could perform service. I looked at her car on 12/12/14 and brought [redacted] into the shop to show her why the handle broke off, ie, because the cable was severely frayed before the car was brought to us.
I apologized for us not informing the customer before she left, and offered her a 10% discount to repair the handle. She declined the repair and feels that the handle/cable should be replaced at no charge.
We respectfully disagree, however our discount offer still stands.
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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
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 completed... And again the lever was on and in perfect working condition.  Everything that you are referring too does not make the car in horrible conditon. If I bring you my vehicle I expect you to return it in the same condition that I brought it to you in. My 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 dept. again. Your customer service is horrible nor do you even own up to and correct what you did wrong. Again 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 home. You dropped the ball in many ways with communication, customer service and resolution. Please just fix the lever and be dont with it!!
Regards,
[redacted]