Ourisman Chevrolet Buick GMC

From: [redacted] < [redacted] @***.com>Date: Mon, Jun 22, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] @myRevdex.com.orgHi ***,Regarding complain ID [redacted] , I have spoken to the General Manager of the dealership and am satisfied with the response The complaint has been resolved.Thank you, [redacted]

To Whom it May it May Concern,This in response to a complaint submitted to the Revdex.com or 1/17/Of # [redacted] .In October [redacted] Ordered a [redacted] for Ourisman Chevrolet Buick GMCBoth parties agreed to a price of the vehicle, plus taxes, tags, processing fee and freight chargesWhen [redacted] picked up the truck on 12/12/2016, our business manager mistakenly charged [redacted] 4.15% (Virginia) sales tax, instead of the correct 6% (Maryland) sales taxThis resulted in a shortage due to the Maryland Vehicle Administration to register [redacted] ' truck, of $1340.57.This was a clearly a mistake on the part of Ourisman, but as you can clearly see by the attached Buyers Order, the original agreement required [redacted] to pay sales tax, regardless of where the car was registered.When we realized the mistake, we gave [redacted] the option of cancelling his Credit Union check and getting another, cancelling his check and financing with us, or We would refund him the amount collected and he could register the vehicle himself.While we sympathize with the situation [redacted] was put in by our mistake, we feel no obligation to go back on our original deal of having [redacted] pay his sales tax in the state where the vehicle will be registered.Regards,Bob B***General Manager Ourisman Chevrolet Buick GMC

[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 as Answered] Complaint: [redacted] I am rejecting this response because: The issue is not the sales taxThe issue is incompetence on the part of the finance Manager that put me in a financial hardshipThe paperwork involved plus the time in asking may Financial institution to re-due the paperwork to accommodate this mistake is ludicrous to meI am employed so taking off to get this done would cost me time from workHow many times has this happen before and potentially happen again before someone is held accountableThe tone set by this organization is if we make a mistake, take no responsibility,but make the customer feel like it's their fault and instead of rectifying the problem by taking the necessary steps to not put the customer in a Financial hardshipI had a set amount I wanted to Finance when I first spoke with a salesman that's why I didn't accept additional items so I would stay within my budgetOn the part of the finance manager and the general sales manager I should be able to afford an additional $because of what I paid for the truckClearly you don't know my financial situation to speak expressively about what I can affordFinally no effort was made with the customer best interest at heart but only the businessJust remember you reap what you sow Regards, [redacted]

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

April 4, [redacted] The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404Re: [redacted] Dear [redacted] ,We are in receipt of the above complaint and have carefully reviewed the matter with all parties involved in this transactionThe result of this review is that, while the repairs performed may have been needed, the entire process was not thorough enough, nor was it adequateHaving reached this conclusion, we have reached out to MrM [redacted] and offered a refund in the amount of $MrM [redacted] has agreed that this is an acceptable proposal, and considers the issue totallyresolved.Sincerely,Howard W

*** *** *** *** *** *** * * *** *** *** *** *** ** *** *** *** *** ***
*** *** *** *** *** ** *** ** *** *** *** ***Dear Sir,The complaint filed by *** *** against the policies of Ourisman Chevrolet Buick GMC are with the charges incurred for her repairs to her vehicleThe vehicle was brought to Ourisman with a customer concern of “noise when accelerating and driving*** *** was presented a write up sheet with her information, contact info, concerns with vehicle, and vehicle information*** *** then signed the Write up sheet authorizing Ourisman to diagnose the vehicleIn the section listed as Notice To Customer, Ourisman clearly explains the Shop Material charges** *** signed this authorization sheet and the vehicle was diagnosed.After the vehicle was diagnosed*** *** was contacted and given an estimate for the repairsThe estimate given was for $plus tax and feesHer final bill was for $610.25, which included the feesThe law requires that the estimate be within 10% of the final billAs *** *** expressed, the final bill was within the allowed amount, and, she signed the document disclosing the fees and storage charges.It is our position that Ourisman acted in good faith and provided the services requested at the agreed upon price.***

[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,
*** ***

To whom it may concern:*** ** ***'s phone numbers, and email addresses, have been removed from our customer and marketing database's as of June 7th, The customer will no longer receive communication from our dealership in any fashion.Sincerely,Michael ** K***Service ManagerOurisman
Jeep, Chrysler, Dodge, Ram

Upon receipt of the original notification, we contacted Mr***, obtained the information relevant to his father's customer file, and had said the customer file from the data base of our 3rd party advertisersMr*** was advised that his task had been completed and we requested notification of
any further incidence of unwanted mailings in our nameMr *** was amenable to this and, so far, we have received no indication that his concerns are not totally alleviated.We believe the case can be closed as resolved to the satisfaction of all parties.Sincerely,

To Whom It May Concern.This letter is in response to complaint ID After reading the complaint filed by *** ***, I realized that if I were in his shoes, I would be just as upset as he wasI reviewed the events, as stated by *** ***, and realized that the whole episode was a
series of blunders and miscommunications on the part of OurismanI had a long conversation with *** ***, and explained where we were wrong, and what could have been done to avoid the situationAfter speaking and counseling with all employees involved, *** *** is satisfied with what Ourisman has put in place to ensure that this will not happen again.Regards,Bob B.
General Manager

*** ** ***
*** *** *** *** *** *** * * *** ** *** *** *** ** *** *** *** ***
*** *** *** *** *** ** *** ** *** *** *** ***Dear Sir,The complaint filed by *** *** regarding the policies of Ourisman Chevrolet Buick GMC and
the charges incurred for her epairs to her vehicleThe vehicle was brought to Ourisman with a customer concern of "noise when accelerating and driving*** *** Was presented a Write up sheet with her information, contact information, vehicle concerns, and Vehicle information*** *** then signed the write up sheet authorizing Ourisman to diagnose the vehicleIn the section listed as “Notice To CustomerOurisman clearly explains the Shop Material charges** *** signed this authorization sheet and the Vehicle was diagnosed.After the vehicle was diagnosed*** *** was contacted and given an estimate for the repairsThe estimate given was in the amount $plus tax and feesHer final bill was $610.25, which included the tax and fees.Ourisman presented *** *** with a write up sheet, which she signed, authorizing the vehicle to be diagnosed, as well as the disclosure of fees for Shop Materials and other fees such as storage chargesOurisman gave *** *** an estimate for repairs, which was very accurate, and the repairs were completed as describedI have attached copies of the signed sheet and repair invoice for your review.It is our position that Ourisman acted in good faith and provided the services requested at the agreed upon price

To Whom It May Concern.This letter is in response to complaint ID After reading the complaint filed by *** ***, I realized that if I were in his shoes, I would be just as upset as he wasI reviewed the events, as stated by *** ***, and realized that the whole episode was a series
of blunders and miscommunications on the part of OurismanI had a long conversation with *** ***, and explained where we were wrong, and what could have been done to avoid the situationAfter speaking and counseling with all employees involved, *** *** is satisfied with what Ourisman has put in place to ensure that this will not happen again.Regards,Bob B. General Manager

I am writing in response to *** ***'s complaint against Ourisman Chevrolet Buick GMC*** *** purchased his *** in from *** ChevroletOurisman purchased the assets of the now defunct company in January of 2010, We have contacted *** *** and explained to him that
Ourisman Chevrolet Buick GMC was not in existence in 2008, and his complaint is with a company that is no longer in businessWe do know that The *** Law Group was representing the previous owner at one time and we have passed him that information.Ourisman Chevrolet Buick GMC requests that the complaint be removed from our records, as we were not in business when the transaction took placeThank you for your prompt attention on this matterSincerely,Bob BGeneral Manager

October 2, 2015 Dear *** ***,We are in receipt of the complaint from *** *** *** (ID ***) regarding her service visit of 09/14/for her *** *** *** presented in our dealership on 09/14/2015 with a request that we evaluate several
items, as follows: ABS - service traction sensor; Transmission - hard shifts; Oil change - synthetic; 4. Rotate Tires; Steering wheels shakes when braking - pads and rotors on front are new.Our diagnostic procedures revealed the following ABS - code *** for excess variation in rf wheel speed sensor signalRepair recommendation was to replace rf wheel bearing assembly to correct; also, If bearing recommended for replacement for excess playBoth repairs declinedChecked transmission function both on the road and electronically, found all functions normalCompleted serviceCompleted serviceFound excessive variation in rotor thickness causing pulsation; also, found caliper pins on right front to be incorrect for this vehicleAs these pins fix the brake caliper into position relative to the disk, utilizing the incorrect pins allows the caliper to chatter when brakes are appliedWe recommended refinishing/replacement of the rotors and replacing the pinsCustomer declined refinishing the rotors, but agreed to replace the pins.All work was authorized and performedObviously, upon completion of the work customer revisited the mechanic who performed her brake workRegardless of his certification, this vehicle's RF caliper was mounted with the incorrect pins (see accompanying photo of pins that were removed from cust's vehicle); and the replacement with the correct diameter pins was the correct thing to do.We do not believe that any financial compromise is warranted, and will offer noneWe would certainly invite this customer to retrieve the pins that came from her vehicle so she may take up the issue with whoever installed them in the first place.Sincerely,Howard W

October 2, 2015 
Dear [redacted],We are in receipt of the complaint from [redacted] (ID [redacted]) regarding her service visit  of 09/14/2015 for her 2005 [redacted].
[redacted] [redacted] presented in our dealership on 09/14/2015 with a request...

that we evaluate several items, as follows: 1. ABS - service traction sensor; 2. Transmission - hard shifts; 3. Oil change - synthetic; 4. Rotate Tires; 5. Steering wheels shakes when braking - pads and rotors on front are new.Our diagnostic procedures revealed the following 1. ABS - code [redacted] for excess variation in rf wheel speed sensor signal. Repair recommendation was to replace rf wheel bearing assembly to correct; also, If bearing recommended for replacement for excess play. Both repairs declined. 2. Checked transmission function both on the road and electronically, found all functions normal. 3. Completed service. 4. Completed service. 5. Found excessive variation in rotor thickness causing pulsation; also, found caliper pins on right front to be incorrect for this vehicle. As these pins fix the brake caliper into position relative to the disk, utilizing the incorrect pins allows the caliper to chatter when brakes are applied. We recommended refinishing/replacement of the rotors and replacing the pins. Customer declined refinishing the rotors, but agreed to replace the pins.
All work was authorized and performed. Obviously, upon completion of the work customer revisited the mechanic who performed her brake work. Regardless of his certification, this vehicle's RF caliper was mounted with the incorrect pins (see accompanying photo of pins that were removed from cust's vehicle); and the replacement with the correct diameter pins was the correct thing to do.
We do not believe that any financial compromise is warranted, and will offer none. We would certainly invite this customer to retrieve the pins that came from her vehicle so she may take up the issue with whoever installed them in the first place.
Sincerely,Howard W

To Whom it May it May Concern,This in response to a complaint submitted to the Revdex.com or 1/17/2017 Of #[redacted].In October 2016 [redacted] Ordered a 2016 [redacted] for Ourisman Chevrolet Buick GMC. Both parties agreed to a price of the vehicle, plus taxes, tags, processing fee...

and freight charges. When [redacted] picked up the truck on 12/12/2016, our business manager mistakenly charged [redacted] 4.15% (Virginia) sales tax, instead of the correct 6% (Maryland) sales tax. This resulted in a shortage due to the Maryland Vehicle Administration to register [redacted]' truck, of $1340.57.This was a clearly a mistake on the part of Ourisman, but as you can clearly see by the . attached Buyers Order, the original agreement required [redacted] to pay sales tax, regardless of where the car was registered.When we realized the mistake, we gave [redacted] the option of cancelling his Credit Union check and getting another, cancelling his check and financing with us, or We would refund him the amount collected and he could register the vehicle himself.While we sympathize with the situation [redacted] was put in by our mistake, we feel no obligation to go back on our original deal of having [redacted] pay his sales tax in the state where the vehicle will be registered.Regards,Bob B[redacted]General Manager Ourisman Chevrolet Buick GMC

This letter is in reference to case number [redacted]. Mr. [redacted] is correct in...

stating the Ourisman Chevrolet Buick GMC gives a free loaner car to all of our customers for every major service. I believe the confusion was that the vehicle was bought in for routine maintenance. However, we also give our customers 1 free loaner per year to use at their discretion. Mr. [redacted] was entitled to a free loaner the day he brought his vehicle in for service. We have apologized to Mr. [redacted] for the mix up, which was totally our fault, and have mailed him a check in the amount of $70.73. Additionally, we have met with all of our Service Managers and reviewed our policy.
Thank you,
|
Bob B[redacted]
General Manager
Ourisman Chevrolet Buick GMC

[redacted]
 [redacted]
I am rejecting this response because:- I was originally quoted a different amount, noting only labor and parts. Only after going forward was these additional charges and pressing for more information did I obtain the amount regarding the fees and materials. They should be disclosed all at once, before any work is performed or anything is agreed to - not doing so is not acting in good faith and is not honest.- I did not receive a written quote with the full amount of the $592 for my records. The total that I was provided or shown did not agree to the amount I actually paid. Even in the end, the amount I was quoted was greater than the amount quoted by an additional $20 that has left to be explained for.
[redacted]

Purchased a 2015 vehicle from Ourisman Chevrolet, Alexandria VA. I went to this dealer because I received an email stating they offered 0% financing on ALL new vehicles. Turns out there was a disclaimer at the bottom of the email that excluded certain vehicles from 0% financing. The advertising was very misleading. Recommend Ourisman publish more accurate advertising, such as "0% financing on MOST vehicles". The customer service was also terrible. They forgot to transfer my license plates to the new vehicle. It wasn't until I got home that I realized I did not have any license plates--had to drive back to the dealership. They also did not present the vehicle in the condition I would expect. The adhersive residue was left on the window from where the window sticker was. In all, I would not buy another vehicle from them nor would I recommend then to anyone.

April 4, 2017[redacted]The Revdex.com 1411 K St. NW, 10" Floor Washington, DC 20005-3404Re: [redacted]Dear [redacted],We are in receipt of the above complaint and have carefully reviewed the matter with all parties involved in this transaction. The result of this review is that,...

while the repairs performed may have been needed, the entire process was not thorough enough, nor was it adequate. Having reached this conclusion, we have reached out to Mr. M[redacted] and offered a refund in the amount of $494.81. Mr. M[redacted] has agreed that this is an acceptable proposal, and considers the issue totallyresolved.Sincerely,Howard W