Ourisman Chevrolet Co. Inc.

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Complaint: ***
I am rejecting this response because their are ongoing issues with my car that is still not fixed My vehicle was returned to their repair shop yesterday (March 24) due to errors with Engine light still reoccurring after it was taken in for "Engine light, Engine reduce speed warning, and *** light" back in January, and again returned around March for the same issuesNote also that the catylitic converter, throttle body and recall parts have been replaced within the last two months Also, technician failed to secure the seat adjuster covering which now exposes wires after recall was done around March Payment was made yesterday after their billing staff member Taylor neglected to originally charge me :
Regards,
*** ***

The tags could not be transferred because an additional individual was added to the contract. We didn't know this at time of sale but were told this by DC during the process. Michelle (Tag & Title Dept) informed ** *** of this. Now the issue with the pay off difference amount
is that ** *** was to pay us $on October 3rd for the down payment. She did not make that payment until Oct 22nd, days late. We could not make the pay-off on her trade until the down payment was received. Since ** *** was late paying us, it set the entire process behind. Any questions, please contact meKenny P***###-###-####

I am going to try and detail this better than my previous responses in hope that we all understand.....Pay off difference......Vehicle was purchased on 9.29.2014Down payment of $was due on 10.3.2014Pay-off on trade was good until 10.21.2014Down payment was not received until 10.22.2014We do not make pay-off's on trade-ins until customer pays down payment. Because the down payment was days late, this caused the pay-off amount to change by $219. Now on the tag difference.....Our Finance Mgr (Oz) made a mistake. He was unaware that we could not transfer tags in DC because the traded vehicle has ** ***'s name (only) on the registration. Since we were adding her husband, Kevin, we could no longer transfer and had to apply for new tags. Cost difference for the new tags is $Our mistake by thinking we could transfer. Since this was our fault, we are willing to waive the $new tag fee.The new tags are here. Total amount owed was $270, but I will concede the tag mistake and ask for only the pay-off difference of $219. We did send a letter (as ** *** mentioned). Michelle claims she also spoke with ** *** at some point during this ordeal but she must have been mistaken. We are very sorry for this whole ordeal, but the difference is because the down payment was not paid on timeSincerely,Kenny P***GM

** ***'s *** is out of warranty. The throttle body was diagnosed. ** *** made reference to a throttle position sensor, which may be the reason for the difference in prices. There is no additional warranty or special policy on the throttle body, so we are not able to
replace at "no cost" as requested. The $was the cost to diagnose the issue and is not refundable, but we would be willing to discount the repair by that amount to help resolve the matter. ** *** should reach out to Mark F* our Service Director @ ###-###-####

*** ***'s vehicle check engine light is activated by the computers within the car.
I can not make the warning lights come on at a set driving range.
The code was already in the system at time of initial diagnosis
If I had ignored the codes and not told him of their existence, then I would be having a different discussion nowThen it would be that we didn't follow due diligence and make him aware of future issuesAt this time, we cleared all codes from the system When the dash warning light returns, it will be because the computers have detected a faultI am not willing to repair the vehicle for free for an existing issue the customer was made aware ofThank youDonna B***
Service Director
Ourisman Chevrolet

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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: I have not received my payment of $from OURISMANI spoke to Amy, the executive secretary of the owners on 9;/She said she would call me back and never didSome lady called me from the tag/title department the same day and told me that my check would be ready on 9/with my platesShe also said she would call me on 9/to tell me when to pick it upNO ONE HAS CALLED MESO NO!!!!!!!!!!!!!!!!! ONCE AGAIN OURISMAN CHEVROLET IS LYING ONCE AGAIN!!!!!!!!!!!!!!! THIS IS YET ANOTHER EXAMPLE OF THE POOR SERVICE, COMMUNICATION, PROFESSIONALISM, LACK OF LEADERSHIP, AND CONCERN THEY HAVE FOR THEIR CUSTOMERSNEXT I WILL BE NOTIFYING THE ATTORNEY GENERALI HAVE ALREADY NOTIFIED ,Y ATTORNEY
THIS ISSUE HAS NOT BEEN RESOLVED!!!!!!!!!!!!!!!!!!!!!!!!!!
Regards,
*** ***

Ourisman Chevrolet, Service Dept, in Marlow Heights, MD WEBSITE stated that the nitrogen tire service cost $ Ourisman Service RepMrJasper L*** stated that the nitrogen tire service cost $ My Invoice stated Nitrogen Kit $plus Labor $49.95, total for labor and parts $ Website had the WRONG price for a nitrogen tire service AND Service Repquoted the WRONG priceThis is called Bait and Switch2nd complaint, Ourisman Service RepMrJasper L*** stated that the wipers blades were $each, so (2) wiper blades would cost $My Invoice stated (2) wiper blades $plus Labor $making the total $for the wiper bladesMrL*** DID NOT tell me that the prices he quoted for the two repairs DID NOT include LABORInvoice # CVCS639334, MO 343133, Repair Order #on 5/06/Chevy Malibu LTZ

When we broke the tire down to replace, the sensor was missing.  We went forward with the repair assuming the customer knew this.  It's not abnormal to see them missing on an older vehicle.

While [redacted]) had a pre approval from Capitol One, she also signed a credit application allowing us to send her information to other lenders, since [redacted] would not approve her without trading her current vehicle.  We communicated this to her, and then attempted to gain approval...

from other lenders.  Also when we ran her credit the FICO score was a 591, not 681 as listed in her complaint.  [redacted] referred to some conversations with [redacted].  I just want to point out that the folks she is talking with are customer service rep's, not analyst that we work to get loans approved.  This is obviously not the out come we desired.  We worked very hard to try and secure a loan.  I apologize if we mislead [redacted] in any way.

With [redacted]'s ([redacted]'s) approval, I can download and forward the signed credit application as well as the [redacted] report showing her score as 591 when we pulled it.  Again I am sorry for the miscommunication, we were just attempting to get her into the car she wanted without trading here current vehicle.  [redacted] would not approve it.

Seems to be lack of communication here.  According to our Used Vehicle Dept Manager, we never said we were not going to take care of the items that [redacted] has issue with, only that we wanted to get the car over to our Service Dept and see if any of it would be covered under the factory...

warranty.  There was not an internal "we owe" in the deal indicating that we agreed to take care of these items at time of sale.  But aside from that, we are willing to work with our new customer, [redacted], to address the items she detailed in her complaint.[redacted] can contact me directly, or her salesperson, Anthony Kelly, and we will address her concerns.Sincerely,Kenny P[redacted]General Manager

I have attached a copy of the check which shows paid to [redacted] on 9/11/2014 and endorsed and deposited by her.  Not sure why she claims she never received.

[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: Michelle in your Tag and Title Dept and I have NEVER had a conversation in person nor over the phone. The ONLY correspodence I've had with/by/from/received was a letter dated 11/28/14 in which I took out of my mailbox on 12/1/14. This was the same day I went to the dealer to find out what the hold up was on my tags being transferred. On this night it was very cold and pouring rain I had my baby out there 1) I am afraid to continue riding on dead dealer tags 2) I was told by DMV that the dealer had new tags for me. I called that same day 12/1/14 once in the am and once in the pm and was told by someone BOTH times that the tags were not there. When I arrived I found not only were tags there but a $270.00 fee was due. AGAIN something I was not aware of (this was in the letter Michelle sent, HOWEVER I left work, I had to pick my baby up from daycare so I did not get the letter until that evening after leaving the dealer). So naturally I had questions: 1) Why do I have new tags? 2) Why is there money due? EVERYONE directed me to speak with Michelle because she was the one who handled the paperwork and at that time of the day she had already left. Oz was able to confirm that he put in for a transfer of tags on 9/29/14 so the only other part was to speak with Michelle to find out why this was not done. AGAIN as I stated in my last response my husband & I signed EVERY single document there was to sign on 9/29/14 so what is this new person added mess after the fact!!!! I have copies and the dealer should have copies/originals too!!!This has become a nightmare that I would love to wake from. As of today 12/10 /14, I have called SEVERAL times (not always leaving a message but, I have left messages times before) she still has not returned my call. I even spoke with a young lady who took my name and number I have NEVER spoken with or nor have I met her.
   Look the bottom line is there has been some mistakes made and it needs to be handled with honesty and respect. I am a THREE time returning customer who would like to have valid tags (my old ones). I am NOT able to go back and forth with this. I am not someone who is bored and has a lot of time on their hands. In fact I wish the days were a little longer. I have a one year old whom I have to take to daycare EVERYDAY so that I can go to work. I am a wife, mother of three, full time emplyeee and student.
   So with ALL that said my brand new 2014 Chevy [redacted] has dealer tags which EXPIRED ON 11/28/14. So your understanding is now updated with CORRECT  information the situation has NOT been resolved and [redacted] does not have her tags!
Regards,
[redacted]

[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 shop now determines that I have a 2nd catalytic converter and a 2nd sensor that went bad.  These parts should have been caught during the first diagnostic test back in January.  Therefore they are not thoroughly testing vehicles during the diagnostic phase.   It should not have taken 3 months for them to realize that it was another catalytic converter and sensor that were bad.  As I stated before, my vehicle was never properly diagnosed.  I also do not believe that 2 catalytic converters and 2 sensors just happened to go out at the same time, otherwise this is a big coincidence.  I will continue to monitor my vehicle within the next few weeks and see if this issue was truly resolved.  I will like to keep this complaint open until I am certain that I will have no further issues.  Also, I do not want other customers to have to deal with the same situation that I had to encounter with this business.Regards,[redacted]

[redacted] has spoken with our Body Shop Manager and we have agreed to replace the missing tire sensor.  She seems satisfied.

It is never our intention to mislead anyone as noted in the complaint.  However, we cannot pull a credit report without a signed credit application.  To do so, we must have a customer come to our facility and do our best to try and get them qualified for a loan to purchase a vehicle. ...

Since [redacted] currently does not have employment, we were unable to make this happen.  Again, I apologize if we wasted his time.  That is never what we want, but we tried our best to get him in a new vehicle.

I am sorry that [redacted] does not agree, but I sent a copy of her signed credit application.  This gives us the right to run her credit.

Fwd: Complaint [redacted]Inboxx Revdex.com of Metro Washington DCApr 7 (3 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Apr 7, 2015 at 7:55 AMSubject: Complaint [redacted]To:...

"[email protected]" <[email protected]>Good morning,Please include this information in my complaint.  My car is not driving the same since my last visit (in a bad way).  I have picked up my car on 03/30/2015 and now hearing a clicking like sound every time I accelerate (sounding like a go-kart) .  It is sounding like it is coming from the exhaust system.  My husband, father and I all checked under the car and verified that there is nothing under it.   I know that this is something that was due to the previous work that was performed on my car.  I did not hear this sound until after I picked it up from the repair shop.  I actually notified Chevrolet corporate office about this issue last week and they have a case currently open.  [redacted] ###-###-####

[redacted] had called in to inquire about the process to cancel an extended warranty he had purchased.  Sounds like there may have been some confusion on how to do this, and what this meant for [redacted].  Once we were able to discuss this, [redacted] decided to retain his warranty.  I do...

apologize as it sounds as if there was some "run-around" given to [redacted].  We should have been able to give him the facts on the first call.  I do see that [redacted] requested a tank of gas and an apology, here is the apology and I invite him to meet me for the gas.  We do feel we run a good company.  In a customer service industry like ours we all at time will have our hiccups.  Our current Chevrolet customer service score is 92 out of 100, so we feel like we are doing something right.  We hope that through the apology and the tank of gas we will win back a customer in [redacted].Kenny P[redacted]General Manager

[redacted] called on Saturday, left message for Willie P[redacted] and Bob C[redacted] returned her call the same day.
She has an ignition key rotation recall that only requires adding inserts into the key head (vehicle not needed) to change from a slotted key to one with a little circle for...

attachment with a key ring. She was told she didn't need an appointment and could come by.  Bob C[redacted] has set her up for this coming Saturday 2/13/16.
Thank you.
Donna B[redacted]
Service Director