Ourisman Chevrolet Co. Inc.

Review: I live in Massachusetts and located a 2012 Chevrolet Camaro at Ourisman Chevrolet in [redacted] MD. I contacted the dealership in October of 2012 and inquired about the condition of the car. It was used with 534 miles on it and it was represented to me in like new condition. The dealership representative told me the owner did not like the vehicle and turned it in shortly after buying it. I asked if the vehicle had any damage and they advised me that it was not damaged or wrecked. They backed up their claim with a Clean Carfax and had it advertised as Certified on the internet. We came to agreeable terms and I flew down to take delivery of the vehicle on October 11 2012.

It took a couple weeks to get the vehicle properly registered and on the 20th of October I took it to have the Radio Repaired because the dealership sold it to me with a broken [redacted] The following Saturday I took the car our for a drive and it resulted in going into reduced power mode and requiring immediate service for unknown mechanical problems. I brought it back to the dealership and while I was there I noticed that a trim piece on the Passenger side was missing. I further examined the car with the Service Adviser at my local Chevrolet Dealership and located some inconsistencies in the paint of the vehicle. I have taken it to multiple Chevrolet Body shops and an Independent Two Auto Body Repair facilities and they confirmed that the car had been repainted at least on the rear bumper. trunk lid, both quarter panels, roof and in direct sunlight you can observe a horrible blending in the drivers door. In addition to the resulting repair and tape lines in the door jambs and trunk. I contacted my Salesman and got the response of "Clean Carfax" via email on two separate occasions. Calls to the General Manager went unreturned and the Sales Manager would take my calls but never responded when he told me he would.

I contacted General Motors and they advised after several weeks that they had confirmed via the General Manager at Ourisman that the car had sustained acid rain damage and was repainted, the original owner was dissatisfied and returned the car through a trade in. General Motors advised me that since it was not factory paint that they could not handle the claim and I needed to deal with the dealership. When I questioned the Sales Manager at Ourisman he stated that he did not tell me about it because he did not think it mattered and it was minor repairs, I asked him if repainting half a car was considered minor and he did not respond. He also wanted to know how I found out about the repaint and acid rain damage. Ourisman repainted the car themselves at the dealership on 07/27/12.

I have written estimates to repair the car that range between $2100 and $4700 and the diminished value of the car that has been repaired is several thousand dollars as well. As soon as you enter paint work in either NADA or KBB you downgrade even an excellent car to fair to good condition resulting in a significant decrease in appraisal.

I purchased the car with the expectation and confirmation from the dealership that the car was like new and retained all factory warranties. Chevrolet warranties paint defects under the bumper to bumper warranty period of 3 years/36000 miles and the buyers guide that was displayed in the window explicitly states that the vehicle has a full warranty.

I feel as though the car was fraudulently misrepresented to me and that the dealer has conducted unfair and deceptive practices in selling this vehicle without disclosure of prior damage. The fact that I cannot even get a call returned by the dealership in regard to getting this rectified further compounds the issue of living 500 miles away and having a problem with the dealership.Desired Settlement: 1) I would like to have the dealership pay for the proper repairs and refund me $4000 for the diminished value of a repainted repaired car.

2) Replace the car with a vehicle that is actually the condition that it was originally supposed to be at the time of my purchase

3) Reverse the purchase and refund me the full purchase costs.

Business

Response:

I have read [redacted]'s complaint and I apologize for the poor communication with him. Our history shows some minor paint and buff work to the vehicle so I am bit confused about the estimates of upwards of $4700 to have the vehicle repainted. Why does it need to be repainted? There were some water spots on the roof that could not be buffed out and we had to repaint the roof, under the factory warranty. There was also a ding in the door (happen while sitting on the lot) that was repaired. Nothing that was considered major. I don't understand the reference to the trunk lid, both quarter panels, rear bumper, and tape lines in the door jams?

We sold this vehicle as used. It was inspected and had no issues since it has very low mileage. As far as we recall the vehicle's paint was in great condition upon delivery or I am sure [redacted] would not have purchased it. I would love to have the opportunity to see the vehicle, but the fact that [redacted] is so far away makes this difficult. If there are workmanship issues with the roof or the door we will do our best to rectify. All other issues could be addressed by a local Chevrolet dealer.

Thank you.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

First and foremost the problem is that your dealership fraudulently represented the car and your Salesman and Sales Manager flat out lied to me during the purchase phase of this transaction. The car was repaired poorly by your dealership and it was not disclosed to me despite having direct knowledge that the repairs were completed by OURISMAN on 7/27/12. I directly asked the question of whether the car was damaged or repaired and I was told that it was not and was like brand new. The paint is poorly blended and there are multiple fisheyes and substantial orange peel. The paint lines in the door jambs are not something that I can buff out and the paint is chipping off the door edge because of the excess thickness. It was inspected? Conveniently the inspection report did not document

any part of the exterior flaws, probably because that section of the

inspection report was not filled out. Additionally, as far as your recollection

of the condition of the car, I am not sure that can be trusted seeing

as you "forgot" to tell me that the car had been repaired when asked the

question.

The car requires a repaint because you did an awful job repainting it. The car HAS been repainted ATLEAST in the areas of the roof, trunklid, drivers door, rear bumper and drivers quarter panel which totals more than half the car. Painting half the car is hardly a minor repair, I was never told about the door ding nor the acid rain damage. This headache on all sides could have been avoided by appropriate and required disclosures by your dealership. I could understand if it was something that was overlooked by your dealership because the work had been done elsewhere but the fact that you did the work to such a sub par standard that it requires a repaint and lied to me about it in selling the car. This is bad business.

I have had the car looked at by multiple dealers in my area, they agree that the car was poorly repaired and they refuse to fix it under warranty because it is not a factory problem covered by warranty. I have been intouch with Chevrolet directly and they cannot assist because the work performed is not factory paint. Therefore the problem that I encounter are due to the workmanship of your dealership and the other dealerships do not intend to compound the problems that you have already created.

If you would like to observe the car I would be more than happy to allow you to buy the car back, I will work out a purchase on a new vehicle with your dealership, provided that you have not done any "minor repairs" on those vehicles so that I can be protected by the warranties that were implied on a vehicle in a condition I can trust is quality from the manufacturer.

Regards,

I

have read [redacted]'s complaint and I apologize for the poor

communication with him. Our history shows some minor paint and buff

work to the vehicle so I am bit confused about the estimates of upwards

of $4700 to have the vehicle repainted. Why does it need to be

repainted? There were some water spots on the roof that could not be

buffed out and we had to repaint the roof, under the factory warranty.

There was also a ding in the door (happen while sitting on the lot) that

was repaired. Nothing that was considered major. I don't understand

the reference to the trunk lid, both quarter panels, rear bumper, and

tape lines in the door jams?

We sold this vehicle as used. It was inspected and had no issues since

it has very low mileage. As far as we recall the vehicle's paint was in

great condition upon delivery or I am sure [redacted] would not have

purchased it. I would love to have the opportunity to see the vehicle,

but the fact that [redacted] is so far away makes this difficult. If

there are workmanship issues with the roof or the door we will do our

best to rectify. All other issues could be addressed by a local

Chevrolet dealer.

Thank you.

Business

Response:

The matter has been resolved and [redacted] is pleased with the out come.

Consumer

Response:

Fwd: Dealer Fraud/Unfair Trade Practices

Review: After several attempts to fix the engine light on my car, I was given an agreement that if the check engine light came on again that the Dealership will provide the "customer with alternate transportation and further inspect the vehicle at no charge to the customer." On 9/9/2013 I took the car back to the dealership because the check engine light came back on. Per Ourisman's agreement they where to provide alternative transportation at no charge to me. Instead I was told to provide my debit card or credit card to a rental car service which would charge me a deposit fee. This was not the agreement. It is said in writing that Ourisman will provide alternate transportation at no charge to me. Because of this break in the agreement I was not able to leave my car for service.Desired Settlement: I would like Ourisman to abide by the agreement that was made. To provide car service and alternative transportation at not charge to the customer as agreed upon.

Business

Response:

Will you please resend the complaint so that we can respond? We have an impeccable record of response, but I do not recall seeing this complaint. Again please resend it.

Business

Response:

We took care of [redacted]'s concern on 9/17. We did supply a rental vehicle while we were addressing the issues. The problem arose from a deposit that the rental company needed. We paid for the daily rental. All is resolved!

Consumer

Response:

[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.]

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,

Review: I recently went to the DMV to renew my tags, after being sent to the collections department for an Insurance laspe, I was made aware that the bill of sale that was filed for my 2013 Chevy Cruze did not reflect my trade in of my 202 Acura, in which caused a 2000.00 plus fine. I have tried to contact the General Manager , and [redacted] in finance with no return call or notice that the matter is being rectufied thus, I am not able to get new tags.Desired Settlement: I would like Ourisman to simply correct the Bill of sale so that it reflects my trade in of my 2002 Acura and I am able to establish that I no longer own that car as of the time of purchse of my Chevy Cruze.

Business

Response:

December 9, 2013

[redacted],

ID [redacted]

Reviewing the transaction for the vehicle [redacted] purchased from us October 2012, there was no vehicle traded. We did attempt to get tags for the vehicle purchased but because of the insurance violations we were unable to do so. [redacted] is aware of this because we issued her a refund for the tags on October 30th, 2012. I can send a copy of the check to you if you would like. We did remind her of this when she recently contacted us.

Sincerely,

General Manager

Review: On 28 July 2013, I was referred to Ourisman Chevrolet in [redacted], Md for [redacted] to show me a 2007 Mitsubishi Outlander. I purchased the 2007 Outlander for $7235.75 on 28 July. The title clerk [redacted] assured me once my check cleared I would receive my car title. On 31 July 2013, [redacted], office supervisor advised me not to send a cashier check because they would not have a title for five to 10 days. My check cleared 31 July 2013. [redacted] told one of my POC's the bank had a lien on the car but the dealership had paid the lien off. So, we went to DMV to inquire about the title and was told by DMV the dealership had not applied for a title on the Outlander. Another POC stopped by the dealership to see [redacted]. When she inquired of **. [redacted] if he received my email asking for the title or to refund my money. He said he received the email and became very rude and demanded that she leave his office. My POC returned to the dealership on 19 August 2013 and spoke with **. [redacted]. He claimed he spoke with her earlier and she corrected him. He had not spoken to her or to me, so he made the story up. At the time of purchase, **. [redacted] told me I could return the car within 30 days if I am not satisfied. Now **. [redacted] is stating I can not return the vehicle. I work for the government and **. [redacted] stated if I want my money back I will have to get the government involved. I am currently serving abroad for my country. I purchased the vehicle to have transportation back and forth to work. At this point I have to catch taxis or catch a ride. I have emails I sent to the dealership. I have POC's who are keeping records of conversations and what they are being told. I need transportation and Ourisman has my funds tied up because I can not ship a car without a title.Desired Settlement: A full refund of $7235.75 in cash.

Business

Response:

We have agreed to refund [redacted] with the return of the vehicle.

I drop my car off their 17 April 15 to have some work done. While my car was there nothing was being done. My 99 Chevrolet Corvette sat outside for 4 months with nothing being done. They didn't call me or respond to my e-mails or voice messages on the status.

Review: Greetings Revdex.com,

I currently have an issue with the customer service received at Ourisman Chevy. I'd called and the individual hanged the phone up. When I called back, the individual did not apologized, and not only that, he continued to be ruled and may me felt as if my problem was not important. After asking him to slow down many times, he kept moving faster than I was able to understand the information and the process. If he did not want to help he could have at least send me to an individual who wanted to help. I just wanted to have my service loan canceled and the money at the after parts returned to me. I spend over 30,000 dollars on a car and I'm getting subpar customer service? How does Ourisman rationalize this? It’s unacceptable and should not be tolerated. Mr. Dee * S[redacted] needs to learn manners and respect and should be reprimanded for his actions. With that being said, I would like to know what kind of an organization is Mr. Kenny P[redacted] is running over there being the store's General Manager?

Being the general manager, he should be able to provide a suitable, and friendly customer service environment for his customers. To that end, I'm appalled at the apparent lack of customer service from Ourisman.Desired Settlement: I would like for Revdex.com to note this in their customer review section, and I would like for Oursiman Chevy to apologize and to give a free tank of gas for my troubles.

Business

Response:

[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

Review: My car was brought to this location as suggested by [redacted] on January 10th. After calling the body shop to ensure the correct headlights were ordered for my car, I took it upon myself to go to the body shop to double check. They were the wrong headlights for my vehicle, after telling the body shop manager and parts person this, the parts person suggested that someone could have possibly stuck a [redacted] sticker on my car and raised the price to make a profit. After explaining to this person that this was not the case and telling him why, he said he is not mechanical. I then asked if you are not mechanical why are you ordering parts for my car? He had no response. I also asked the general manager this and he said that a lot of the people in the body shop are not mechanical. The same day I came to check on the headlights I also asked the body shop manager to keep the headlights that were taken off of my car and he said okay, upon pickup of the car he could only "find" one of them. When my car was released the first time I made a left onto [redacted] Ave and when I got up to speed, my hood flew up and made a loud bang noise. I slammed on brakes and swerved to the left shoulder. In this process a school bus behind me with children on it almost ran into me and had to come to a complete [redacted]p because the traffic flow was too heavy for it to simply switch lanes. I drove back to the dealership and asked how this could have happened and the body shop manager said it was a faulty hood latch cable, he put the safety lock on my hood and asked me to return in two days so they could install my hood latch cable. When I returned for them to install the cable, the one hour repair quickly turned into a four hour repair, he then came to me and asked do I have a special way of starting my car because it wouldn't start. I followed him back to the car and it indeed would not start. The mechanic said the engine wasn't getting any fuel and during the installation of the hood latch cable they damaged something that dealt with my fuel pump line. I asked the mechanic what was wrong with the hood latch cable and he said it was damaged when they installed it so it slipped and allowed the hood to come up. I left my car there and took a rental car. Once I got my car back, that night I noticed my headlights were aimed towards the ground and my hood was misaligned. When I was inspecting the hood misalignment closer I noticed a crack on the bottom left corner of the windshield. I returned to the dealership and pointed this out to them and they also noticed damage to the left pillar next to the windshield, the damage was caused by the hood flying up and the loud bang I heard was the impact of the hood on the pillar. Two days later I was told to bring my car back, I did so. I asked the body shop manager would the hood be a [redacted] brand windshield and he said yes. Upon completion of the repairs, once I got in my car, I noticed the windshield was generic brand. I went to the body shop manager again and asked about the windshield and he told me that's the best he can do and that was all I can get. He said the repairs were done and the windshield is fine. I explained to him that prior to this occurrence I had a [redacted] windshield, the hood flew up due a improper installation of the hood latch cable, and I should get the same exact part that was damaged due to their faulty installation. He did not agree with this and said I could talk to anyone but that was the best I would be getting. I then went to speak with the general manager, he went to speak with the body shop manager, and the general manager told me he had no proof that it was a [redacted] windshield that came off of my vehicle. I asked him to go to the body shop and ask to see the windshield that came off of my car and he ignored this statement. He then said the car was 11 years old. The age of the car is in fact 11 years old but that has no correlation to the improper installation that was done to my car and the fact that a [redacted] windshield was in fact on my vehicle prior to this occurring. He then tried to say that my hood latch cable was faulty prior to me bringing them the car for repairs which is incorrect because that was one of the parts that was installed new on my car from the accident. I now have the car and today it was snowing and I turned my windshield wipers on and the drivers side wiper is bumping into the passenger side wiper when they go up. The wipers have to be adjusted when re installing a windshield and this was not occurring prior to the windshield installation. There is also condensation behind the driver side headlight, the headlight was is brand new and replaced by the body shop. Condensation behind the headlight occurs when it is not properly sealed during installation.Desired Settlement: I am requesting Ourisman Chevrolet of [redacted] Heights pays for all costs to take my vehicle to [redacted] dealership in [redacted], MD to have the [redacted] windshield installed, windshield wipers fixed or replaced, headlights fixed for condensation or replaced, [redacted] hood installed for perfect alignment to my vehicle, my $250 deductible to have my car released from them for inconvenience, as well as cover any rental costs for an equivalent car to my [redacted].

Business

Response:

We replaced the windshield with a quality replacement shield. The same as if the insurance company were paying as part of the claim. We can address the issues with the wipers and headlight. As far as anything further, request is denied.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: a [redacted] windshield was on my car prior to the improper repair damaging my windshield, therefore I should get exactly what was damaged on my car. A [redacted] mechanic solved the headlight issue for no cost. As for the windshield wipers I am requesting I take the car to a [redacted] dealership and have Ourisman Chevrolet cover the cost, I will not return my car to Ourisman Chevrolet's repair center due to the events that occurred.

Regards,

Business

Response:

We intend to do nothing further on the windshield, it's been replaced, and there are no issues. We will not cover the cost to have the wipers repaired elsewhere. We will look at it, and fix, if it was something we caused.

Review: After being in the dealership for hours because they were trying to sell me vehicles I did not want, I purchased a truck. I was told to fill out a survey and bring it back for a free tank of gas. And because THEY GAVE ME THE WRONG TRUCK and I had to return to the dealership after driving around with paperwork for another truck. I was told they'd give me another tank of gas on top of that. I completed the survey and because I didn't give them completely satisfied on everything they wouldn't fill me up. AFTER they had already inconvenienced me with having to come back and empty my truck out to get a new truck because the it who sold me the car gave me the one with the wrong VIN! I was told they wouldn't fill up my tank not even once because they won't receive their bonus. So they care nothing about the fact that I took my time to complete the survey, just their bonus. And I was never told I had to rate them completely satisfied on everything to receive my tank of gas. I was told "I hope you rate us 100%"Desired Settlement: I would like them to honor their word and give me to tanks of gas like they offered. The very least they could do is give me one tank as they had me driving around illegally in a vehicle!

Business

Response:

We will reach out to [redacted] today and schedule a time to fuel the vehicle.

Review: Below are e-mails I have sent this week along with aeveral phone calls and a trip to the dealer.

The first e-mail below is to someone who sent me a survey about the service.

The second one is to the finance office and to a custome service rep.

The third is the email offer I received and decided to except the offer

EMAIL#1

Good Morning Mrs. B[redacted], (or anyone who can help rectify this situation)

I am not able to complete the survey at this time because it would soley be based on my not so great experience this time. This is the third vehicle I've purchased from this dealer. Below is an e-mail I sent on December 1st to the associetes listed below (in blue) at the Ourisman Dealer on [redacted] in the state of Maryland. I have also called several times to someone named Michelle (Tags/Title/Registration) since Monday of this week, which is also the day I went to the dealer to see Michelle. I was told she was gone for the day. During this trip to the dealer I found that I have to pay more money for tags. I'm not sure who/where the misunderstading came from, but the tags from my 2012 [redacted] were to be transfered to the 2014(see e-mail below). I am very concern especially since my paper tags expired 11/28/14 (almost a week ago).If this was not possible my husband and I were not told this and I would not have kept the old tags. I am aware that I would have to turn the old ones in to DMV. If I can just speak with Michelle, manager or someone in charge I would be able to get some understanding of what went wrong. I have a job in which I need to be present in order to get paid. I also have a family which includes a one year old. I am not able to take off work to run back and forth to the dealer to see someone who clearly does not understand the true meaning of customer service.I have yet to receive a return call and no one else in that department seems to want to help me. The night I purchased my car everyone was so helpful and pleasant. Now that I have my car, I'm on my own. There was one lady inparticular who was very helpful. I'm sorry I don't remember her name, however I never forget a friendly face. If someone could help me, get this out to the appropiate person, I would be so grateful!

Scott B[redacted]@ourisman.co

[email protected]

[redacted]@ourismanchevrolet.cmdlr.com

Thanks in advance,

EMAIL#2

I am writing with the hope of getting some understanding of what happened with the process after trading one vehicle for another. I traded in a 2012 [redacted] for a 2014 [redacted] on 9/29/14. The email below (in purple) is what I received prior to making this transaction.I have purchased now three cars from Ourisman since 2000 and this by far has been the worse. My husband and I asked for the tags to be transferred. The 2012 was in both names and so is the 2014. At no point were we told this could not happen. We went on and today I find that I now have not one but two vehicles registered in DC in my name with not one but two different tags numbers. How could this happen? I called DMV this morning to find out what the hold up was on my registration for the new car (my paper tags expired on 11/28/14) and was told this disturbing information. I was also told that the new tags should be at my dealer, so I called this morning to the tag department and was told by a young lady there were no tags for me. She then transferred me someones voicemail. There is also the questions of have I incurred fees from not turning in the old tags? I would really apprceiate someone helping me with this matter.

Thanks in advance,

EMAIL#3

Dear [redacted],

From: [redacted]@servicedept.net

Date:09/26/2014 6:08 PM (GMT-05:00)

To: [redacted]

Subject: Vehicle Exchange

You've been selected to take part in our vehicle exchange program. Based on your estimated equity position, you may be able to trade out of your 2012 CHEVROLET [redacted] that you purchased on 12/12/2011 and into a new model with no money out of pocket, potentially keep your current $480.66 payment the same or possibly even reduce it. To participate in this unique program, please reply to this email to schedule a VIP Appointment with your Vehicle Exchange Coordinator or simply call Ourisman Chevrolet of Marlow Heights at ###-###-#### and ask to speak to a Sales Manager.

Sincerely,

Ourisman Chevrolet of Marlow Heights

###-###-####Desired Settlement: I would like my old tags to be transfered to my new vehicle. I also would like to receive a phone call with apology from someone.

Business

Response:

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 [redacted] of this. Now the issue with the pay off difference amount is that [redacted] was to pay us $250 on October 3rd for the down payment. She did not make that payment until Oct 22nd, 19 days late. We could not make the pay-off on her trade until the down payment was received. Since [redacted] was late paying us, it set the entire process behind. Any questions, please contact meKenny P[redacted]###-###-####

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

My husband and I were

told on the evening of purchase 9/29/14 that the tags COULD be transferred ONLY

because BOTH of our names were on the 2012 [redacted] and will REMAIN on the 2014

[redacted]. As a matter of fact Oz (Finance) on the evening of 12/1 took me to his

office and showed me on his computer how he entered in the system our request

to transfer the old tags to the new car. I do have the contracts of both vehicles

the 2012 and 2014 in which we BOTH signed on the evening of purchase. Now if

there was a third party added after the fact my husband and I were NOT made

aware of this. So, I don't understand why it's being said that they were

unaware of me having a co-signer at the time of purchase. Ron our sales person

tried to get the 2014 without my husband however was NOT able to. As for

Michelle (Tag & Title) the ONLY correspondence I have received from her was

this letter (I hoped it attached) dated 11/28/14 (which happens to be the date

my dealer tags EXPIRED). I pulled the letter from my mailbox on the evening of

12/1/14. This was the same evening I went to the dealer to enquire about my

tags transfer/registration to find this was not the case. Michelle had already

left for the day. The portion is reference to the payoff amount is accurate.

Review: I submitted a cancellation of insurance form on June 19, 2014. As of July 3, the refund process had not begun because the form had not been forwarded (from Mike) to the person (Carla) who should have received it. This information was discovered when I made a call to the dealership on July 3 to check on the process. I spoke to Carla who informed me she had nothing at all concerning my cancellation. I went to the dealership on the same day to take my copy of the cancellation.

This refund process is supposed to take 3 - 4 weeks, according to the cancellation form I signed. Today, Carla has informed me that it will be August before I receive my refund.Desired Settlement: Had Mike promptly forward to form in a timely manner (or at all) I would be receiving my refund in July. I would like for Ourisman to accelerate the process so that I receive my refund within the 4 weeks as indicated.

Business

Response:

This has been taken care of. Refund was submitted.Thanks,Kenny P[redacted]General Manager

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

This was the first time I have made a complaint to the Revdex.com. The response from Revdex.com and the business was a pleasant surprise. Thank you so much.

Regards,

Review: ourisman falase advertised there buisness to me . The promised me that I would leave with a car I payed some one to drive me there and back it was such a inconvience instead of telling me I was enelgible over the phone or email they suggested I come in just to deny meDesired Settlement: I want them to ne honest instead of misleading people

Business

Response:

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.

Review: I purchased a 2009 Chevrolet Impala (blue) on 4/8/13. I gave a deposit of $1800. On 5/21/13 Ourisman repossessed the car without warning and when I called, I could not reach anyone, I lefte several messages for the General Manager [redacted] who has not returned any of my phone calls. The salesman was [redacted], he gave me a hard time in trying to have the car repaired, his manager [redacted] who also ignored my calls and messages said that no matter what happened he would not let me lose my deposit, the supervisor over used cars [redacted] said he would make sure I got a car or my money back. I received a message at work from a manager named [redacted] who was nasty to my co worker who took the message for me to call him. After contacting **. [redacted], he made sure the car was repaired and shortly after it was repossessed. I received a letter from Ourisman Chevrolet dated 5/26/13 stating that they could not find anyone to finance my vehicle, so I contacted **. [redacted] by phone and left several voicemail messages that all went unreturned. I have a signed contract, they have the car and my deposit and will not respond to my messages. I feel as if they could not finance me, they should give me my deposit back.Desired Settlement: I would like my refund back since they cannot find anyone to finance the vehicle.

Business

Response:

After several attempts, we were unable to secure financing for [redacted]. We contacted her to explain this, and ask for her to return our vehicle, but she refused. We then proceeded to reposes our vehicle, which cost us $400. I agree that we need to return [redacted]'s deposit, less expenses we incurred. We will send her a check for $1400. Her deposit was $1800, less the $400 repo fee. Assuming this is agreeable, I will cut and mail the check immediately. I will wait for a response that [redacted] has agreed to this.

Consumer

Response:

Respond to Complaint

Review: Since I've purchased my car at Ourisman Chevrolet I've been meet with the poorest level of customer service I have ever experienced. Aside from being lied to and totally disrespected by the sales staff. Now Ourisman refuses to pay me the $300 they owe me from the overage of the payoff from my car. When purchasing my car Mr. L[redacted] and I agreed the pay-off of my [redacted] was $2300. That is what was put on the paperwork. The title was held a [redacted]. I was told by Mr. L[redacted] I would receive a check from Ourisman for any overages if subsequent payments were taken out before [redacted] received the payoff. Two weeks later a payment was taken out for the [redacted]. I contacted Ourisman and Mr. B[redacted], Finance Director, stated I MISUNDERSTOOD the info. and I would receive the overage of $300 from [redacted]. on 9/11/14 [redacted] told me the check from Ourisman for the payoff was exactly $2016. I explained to Mr. B[redacted] and Mr. P[redacted] how important this $300 was so I could make my first car payment. And Mr. B[redacted] stated I had to get the $300 from [redacted]. This experience with OURISMAN Chevrolet has been absolutely horrible. This lies, disrespect , and misinformation has exhibited a level of incompetence that is unimaginable.Desired Settlement: I want my money NOW!!!!!!!!!!!!!!!! and a formal apology from the owners of the car dealership.

Business

Response:

We did a poor job communicating with [redacted]. We have since made the pay-off of her trade-in and paid her the $300 difference. We extend our apology for the confusion, and hope that [redacted] is now satisfied.Kenny P[redacted]General Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I have not received my payment of $300 from OURISMAN. I spoke to Amy, the executive secretary of the owners on 9;/11. She said she would call me back and never did. Some lady called me from the tag/title department the same day and told me that my check would be ready on 9/12 with my plates. She also said she would call me on 9/12 to tell me when to pick it up. NO ONE HAS CALLED ME. SO 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 CUSTOMERS. NEXT I WILL BE NOTIFYING THE ATTORNEY GENERAL. I HAVE ALREADY NOTIFIED ,Y ATTORNEY.