Ourisman Chevrolet Buick GMC

[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,
Matthew M[redacted]

From: [redacted] <[redacted].com>Date: Mon, Jun 22, 2015 at 3:42 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 [redacted],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]

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

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: The issue is not the sales tax. The issue is incompetence on the part of the finance Manager that put me in a financial hardship. The paperwork involved plus the time in asking may Financial institution to re-due the paperwork to accommodate this mistake is ludicrous to me. I am employed so taking off to get this done would cost me time from work. How many times has this happen before and potentially happen again before someone is held accountable. The 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 hardship. I 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 budget. On the part of the finance manager and the general sales manager I should be able to afford an additional $1340 because of what I paid for the truck. Clearly you don't know my financial situation to speak expressively about what I can afford. Finally no effort was made with the customer best interest at heart but only the business. Just remember you reap what you sow.
Regards,
[redacted]

November 28, 2014
Dear [redacted], We are in receipt of the concerns filed by [redacted] as noted in ID [redacted]. As [redacted] indicates, she presented with a "all dash lights coming on, radio stopped working. Happened before and vehicle would not start”. During this visit...

the battery was in a failed state and required replacement at a minimum. Customer advised, upon replacement, that concerns still existed and further inspection of the electrical system was recommended. This was declined. The vehicle returned later that day for the further diagnosis — this time with an agreement from the selling dealer to pay for half of the charges – of intermittent failure of radio and intermittent no-start. The electrical system check found that the aftermarket DVD player had been wired into the vehicle incorrectly. With the customer's approval, wiring from the DVD was removed, eliminating the conflict. Within 3 days, some of the same symptoms reappeared, prompting further diagnosis. During the removal of the radio unit, it was discovered that several coins were inside the radio creating random short circuits which killed the radio. The radio unit has now been replaced, since this complaint was filed; and to my knowledge, [redacted]'s issues are resolved. The vehicle was purchased with items installed, likely by the original owner, creating random and intermittent electrical issues. While [redacted] has incurred some expenses during the repair process, the dealer from which she purchased the vehicle had agreed to assist in some of these expenses. Our dealership has tried to minimize her expenses in the form of allowing her selling dealer to charge some of her fees, waiving some of our usual and customary charges, and reducing others. In the final analysis, I do not believe that there is any basis for the above complaint, given the types of concerns and the lack of information regarding any repair history. also believe that every effort was made to accurately resolve all issues while dramatically minimizing the cost.Sincerely,
Howard W

[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]

November 30, 2017Dear [redacted],This letter is in reference to case # [redacted]. After reviewing [redacted] complaint, have spoken to him and have agreed to send him $75,00. [redacted] is satisfied.

Review: My boyfriend and I purchased from Ourisman a 2006 XC70 [redacted] with 79,400 miles in February 2012. Ourisman told us that the car had passed the dealership's "100 point inspection" and came with a 12-month, 12,000 mile warranty. The warranty required that we bring the car to Ourisman for all services, else the warranty would be voided.

Within five months of our purchase, the "low coolant" light came on in the car. We brought the car in to Ourisman's repair shop on July 18, 2012 and notified the mechanics of the low coolant light. The repair shop couldn't find a problem and merely added more coolant. Over the course of the next eight months, the car experienced the same problem, and we brought the car in to Ourisman for repairs three more times. In each instance, they added more coolant and failed to find the source of the problem.

The problem occurred again in June 2013, after Ourisman's 12-month warranty expired, we brought our car to [redacted]'s [redacted] Dealership to inspect the problem. [redacted] immediately discovered a radiator leak , as well as other several costly repairs, which they estimated would cost approximately $4,000 to fix. At that point, the car had 87,000 miles on it -- less than 8,000 miles logged since we originally purchased it. We then took the car back to Ourisman to see if they would work with us on these repairs. The manager refused to do so, and gave a non-sensical justification that "if it was a problem with the radiator, we would have found it." However, there WAS a problem with the radiator, and Ourisman failed to repair it in any of the four times we brought the car in specifically for the problem. The manager also admitted that a radiator problem would have been covered under the dealership's warranty, but it had expired.

Since then, we brought the car back to [redacted]'s for repairs and have incurred over $3,000 in costs, with more repairs pending. Based on conversation with other mechanics, it is highly unusual for the Ourisman to have missed these repairs and for the car to have sustained these many problems in such a short period of time and few miles.

We have service records from Ourisman documenting this sequence of events, as well as the repair bills from [redacted]'s, which we can provide to you.Desired Settlement: Given the magnitude of the repairs, particularly in light of the low mileage we have added to the car and the short period of time we have owned the vehicle, we respectfully ask that Ourisman pay us $4,000, which is an amount sufficient to cover the repairs.

Review: Couple months ago my girlfriend ,[redacted], went in to receive some work done on her 2007 Pontiac Grand Prix. When she arrived,they told her the problems were a timing belt and a water pump. The water pump was covered under warranty and the onlygthing she would have to pay for is the timing belt. She approved of the repairs and took a seat in the waiting room. An extended period of time past ( over an hour) and she asked the receptionist how much longer it would be. The receptionist called back but never gave her an awnser. She continued to wait until she was able to ask one of the mechanics she knew. He looked into it and told her issue was that they had to get belt from supply house ( find hard to believe unless they really can't control there inventory). She was told it would be maybe 30 mins. She waited until the receptionist told her the car was really. She was then told that the total would be double what she was told before. As my girl friend questioned the high bill the receptionist told her that the bill includes the belt, the labor for the belt, and the deductible for the water pump. My girl friend then told her that she was never told about deductible and that she would have said no to it due to budget restraints. The receptionsist then continued to rudely tell her that she did tell her about the deductible and that my girl friend is wrong ( I work in customer service and customer is always right ). After my girl friend tried to prove her point she very angrily paid the bill with a credit card she did not desire to use. After this incident I received a call with my girl friend in tears explaining the situation. I reassured her I would talk directly with the service manager and possibly the dealership manager. I then called him and left him a message. He would call me the next day and I explained the situation and how my girl friend was treated. He told me he would talk to his employee and look into resolutions. He told me he would get back to me in a few days. I waited a week for his call then decided to call him back. I left a message and never got a response. I then called him again and this time his recording stated he was on vacation. I left another message which resulted in no response. My girlfriend and I decided to then send an angry letter which they receipt attached by confirmed mail. We received no response. We have decided to due this process as a last resort. We are most likely never going back there and have said nothing but bad things about them. They are a poor excuse for a dealership.Desired Settlement: We would like to receive a call from them explaining their actions and to resolve the initial issue. In most cases of wrongful billing,the customer received ether a refund and/or complementary service. In this case,due to the way we were treated we should get at least complimentary service. Our views have been extremely altered by there actions and we have not been to any dealership since.

Review: I purchased a new Chevy Camaro from this dealer in December 2011. I recently moved to [redacted], PA, and have needed to have this car inspected by the state of PA. Upon working with a dealer in PA to have the vehicle inspected I discovered the car had wheel locked on the vehicle. I have never had the wheels removed since I owned the car and have had all service (minus oil changes) performed at Ourisman Cevy. A wheel lock key did not come with my car.

Ourisman claims that GM/Chevy does not install wheel locks on cars and told me it was my financial responsibility to have the locks removed from my wheels and offered no assistance.Desired Settlement: I've asked Ourisman to hire a Chevy dealer in PA to remove the locks from my wheels but they refuse since I didn't have all of my service done at their location.

Business

Response:

wheel locksInboxx[redacted]

Aug 26to tomschneck2, m

**. [redacted],

I have tried to reach you several times on the ###-###-#### number that you had provided, but have been unable to connect.

I do apologize for the treatment you received from the folks here at Ourisman. While it is true that we do not add wheel locks to our vehicles, if someone had taken the time to look at your vehicle, they would have seen that the Camaro was dealer exchanged from [redacted] Chevrolet. Apparently [redacted] does put wheel locks on their Camaros. I will send you a $200 check to cover your expenses that you incurred to have the wheel locks removed. If you could please tell me whether you talked to the Sales or Service department, I will be able to use this as a learning experience, so that it does not occur in the future. Again, I apologize for the inconvenience.

Regards,

General Manager

Ourisman Chevrolet Buick GMC

###-###-####[redacted] <[redacted]>Aug 26to [redacted], me[redacted],

I had takes to the service department several times and wasn't getting anywhere. I've moved to [redacted] which is why my phone number isn't working. My new mailing address is [redacted], [redacted] PA [redacted]. I'm assuming the check you mailed will just be forwarded with my mail.

Sent from my iPhone[redacted]Aug 26to [redacted], meI do have the [redacted] address, and we will send it there. I'm actually leaving now for a Chevy meeting at the downtown [redacted] tomorrow. PLease don't hesitate to call me if you need anything in the future.

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Review: I took my car to get an oil change, tire rotation, and a Virginia state safety inspection. Halfway through the oil change, a dealer representative approached me to try to sell me on some various maintenance items totaling over $400. I declined. When I received my car and turned it on, the Anti lock Braking System (ABS) light and the StabilityTrak light came on and stayed on. This had never happened before in my car. It stayed on throughout the rest of the day, and according to my vehicle user manual, this indicates a serious service problem. Again, it appeared as soon as I turned on my car after receiving the oil change and tire rotation, and had never appeared before. The dealer did not mention these lights, though it must have gone on when they had moved the car from the service bay to the customer service point.

I brought it into a different dealer, which identified a damaged left rear wheel sensor and damaged hub bearing. The dealer diagnosed these issues in a short amount of time and believed that these issues would have been identified by any serious safety inspection. It is clear that these items were damaged during the course of my oil change and tire rotation, and furthermore that the Virginia State safety inspection was not carried out properly. I cannot know for sure, but I believe that this dealership intentionally damaged my car in order to have me return for an extensive maintenance process which they attempted to charge me for during the course of my oil change. Therefore, I suspect this dealership of committing fraud both on me and on the state of Virginia as well as vandalism on my vehicle.Desired Settlement: I want the dealership to acknowledge its damage and its practices and make a commitment to refrain from it in the future. I want a full repair of my vehicle parts that they damaged. Furthermore, I would like a refund of the cost they charged for my oil change, tire rotation, and Virginia state safety inspection, since it was clearly not conducted to an appropriate standard.

Review: I confirmed OTD price at $36,256.42 on:

2015 [redacted] Premium Package II

Driver's Conf I

When we got to the dealer they did not honor this price.Desired Settlement: I want to buy the car for the OTD price that they quoted me. I confirmed that tax, tags, were all included.

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.

Review: I have a 2011 Chevy [redacted]. I took it in to get serviced due to the car dsiplaying a variety of warning signals and shutting off. After It shut off I tried to restart the car but it wouldnt. I had it towed to the service center to get repaired. After they looked at the car they determined that the car had low voltage and my battery needed to be replaced. I paid $350 for them to replace my battery. The very next day the car started to do the same thing it did the day before. I called the service dept back explaining that the issue has returned. I had the car towed again and now they're telling me that the vehicle DVD system wiring caused the security to lock everything down. I asked the service manager how sure was he that this was would fix the problem because he seemd unsure. I didnt want to take a risk by paying more money if he wasnt sure. The work is costing me $450. Thats $800 I put out in 3 days for a "possibility". A report was submitted through the Revdex.com Auto Line (case #[redacted]) in reference to this.Desired Settlement: I just want a dependable car. I was out of work for 2 days trying to handle the logistics of this car. I think the car has electrical issues beyond repair. Also, the care carfax stated that it was NEVER in a accident buy I have documentation of otherwise.

Business

Response:

November 28, 2014Dear [redacted], We are in receipt of the concerns filed by [redacted] as noted in ID [redacted]. As [redacted] indicates, she presented with a "all dash lights coming on, radio stopped working. Happened before and vehicle would not start”. During this visit the battery was in a failed state and required replacement at a minimum. Customer advised, upon replacement, that concerns still existed and further inspection of the electrical system was recommended. This was declined. The vehicle returned later that day for the further diagnosis — this time with an agreement from the selling dealer to pay for half of the charges – of intermittent failure of radio and intermittent no-start. The electrical system check found that the aftermarket DVD player had been wired into the vehicle incorrectly. With the customer's approval, wiring from the DVD was removed, eliminating the conflict. Within 3 days, some of the same symptoms reappeared, prompting further diagnosis. During the removal of the radio unit, it was discovered that several coins were inside the radio creating random short circuits which killed the radio. The radio unit has now been replaced, since this complaint was filed; and to my knowledge, [redacted]'s issues are resolved. The vehicle was purchased with items installed, likely by the original owner, creating random and intermittent electrical issues. While [redacted] has incurred some expenses during the repair process, the dealer from which she purchased the vehicle had agreed to assist in some of these expenses. Our dealership has tried to minimize her expenses in the form of allowing her selling dealer to charge some of her fees, waiving some of our usual and customary charges, and reducing others. In the final analysis, I do not believe that there is any basis for the above complaint, given the types of concerns and the lack of information regarding any repair history. also believe that every effort was made to accurately resolve all issues while dramatically minimizing the cost.Sincerely,Howard W