Ourisman Chevrolet of Bowie

[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]

1/11/17Dear Mr [redacted] , In Regard to Ms***’s concern, ID # [redacted] , the $gift card for Ms [redacted] is available for pick up or we can mail it to her, whichever is more convenient We apologize for any delay incurredI will be contacting her by phone to let her know.Best Regards, Lew G [redacted] General Sales ManagerOurisman Chevrolet of Bowie

From: Irene M [redacted] < [redacted] @ourismanautomotive.com>Date: Wed, Jan 21, at 11:AMSubject: Complaint ID: [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Cc: JESSICA B [redacted] < [redacted] @ourismanautomotive.com>Good morning ***, Below is our response for complaint ID # [redacted] : When vehicles are in the collision center it is our policy to update the customer daily as to the status of their vehicle [redacted] ’s car was brought in on Friday November 28, On Monday December 1, we tried to contact [redacted] to update him on the phone number he provided, his phone appeared to be disconnected as there was a message stating that number was “not accepting any calls at this time”We continued to hear that message when calling his phone for the next weekOn 12/we tried to contact [redacted] to advise him that his vehicle was complete, and again heard the same messageWe have a electronic system set up with [redacted] called ARMSIn ARMS we update the status of every vehicle dailyOn 12/it was noted in ARMS that his vehicle was complete [redacted] started to charge [redacted] on 12/as the rental had not been returned During this time we also received a call from [redacted] ’s finance company asking if the vehicle was here and what the total amount due was should they decide to come and take possession of the car.On 12/ [redacted] contacted us to determine why he was responsible for any balance with [redacted] , he then picked up his vehicle on 12/after making arrangements with his insurance company to release the car with an outstanding balance When [redacted] s car was brought into our service department on 1/13/for a check engine light and engine noise, he acknowledged that neither of these issues were present when he picked up his car from the body shop, as this was not related to the accidentDue to his outstanding balance with [redacted] , he was unable to rent a vehicleOur Collision Center Manager as a courtesy, set up a rental with [redacted] for days at our cost, so [redacted] would have transportation while his vehicle was being diagnosed in our service department Had we been able to contact [redacted] on the phone number he provided, he would’ve known his vehicle was complete and been able to return the rental before and charges were incurredWe feel that by paying for his rental while the vehicle in service, is more than fair, seeing as how this issue is not related to the claim with the collisionBest regards, Irene M [redacted] ourisman logo Vice President / General ManagerOurisman Chevrolet of BowieGovernor Bridge RoadBowie, MD 20716301-262-7600irene.m [redacted] @ourismanautomotive.comwww.ourismanchevroletofbowie.com

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I followed up with the sales representative Saturday September 12, and let him know I wanted to do the deal he told me that I could come in on Monday to do the deal I contacted the sales associate on Monday September at 10:am he did not contact me I asked him about another car at the sister dealership and he informed me he would have to check with his manager and he would let me know by 1:00pm He informed me at 2:48pm he couldn't get the car and that his manager Lew said that they would not do the deal at all I have all this information via text message I called the manager directly he told me he couldn't give me the same deal as he offered on Saturday although I called back to the salesmen on Saturday and agreed to do the deal The manager Lew said he would see what he could work out and call me back I received a call back a couple of hours later and agreed to go in I filled out all the paperwork requested and was told to fill out the first line of the form that they were not going to run my credit and the salesman told me to write in the notes section that I was not authorizing my credit to be run the salesman also personally told the manger I was not allowing my credit to be run I was told that they needed to check the OFAC list and that form is what was used Lew came to me and said he ran my credit and that it was "policy" I asked for the policy in writing he said he didn't have it in writing I never authorized my credit being run After he said it was a mistake although he was told not to do it by the sales person and it was written on the form He was not authorized to pull my credit and I feel this one done for personal gain and done fraudulently Regards, [redacted]

From: Irene M [redacted] Date: Tue, Sep 15, at 2:PMSubject: ID [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Cc: [redacted] Good afternoon ***, Below is our response from my General Sales Manager regarding [redacted] : Dear ***, This case is an unfortunate mishap The customer came in on Saturday September to buy a [redacted] I did not back out of the deal, the customer would not accept my offer On Monday the sales representative Kegan W [redacted] followed up with the customer and we agreed on numbers She came in with a [redacted] check that I was willing to accept As a matter of process we fill out a credit app with name, address, date of birth, phone no., and SS number We pull a credit bureau and check them against the OFAC list The bureau is pulled to insure that there are no fraud alerts or identity issues This is done for the customer’s protection as well as ours In this case the customer was paying by check The sales rep had her fill out the credit app and obtained her signature along with a signed privacy notice As per our process, I entered her information and requested her bureau After I ran the bureau, I noticed that she wrote a note in the center of the app (an area reserved for dealer notes that is rarely used) she requested not to run her credit When I realized that, I immediately informed her of what happened She was very angry and began to shout at me I apologized and told her that I would not have run her credit had I seen the noteAs for the Sales Reps comments that I do this all the time and that I have done this before and it’s not an error, I always run credit when the appropriate docs are present because it is our policy I did not run her credit in an effort to capture her finance business It is true that the dealership can profit from financing the customer’s purchase but we only make that effort if the customer asks us to submit to the lenders I did not submit this deal to ANY lendersI deeply regret this mishap and I shared that with MsJohnson and offered very sincere apologies There was absolutely no intent or effort to trick, deceive or mislead [redacted] In years, I’ve never had a customer write a note on the app stating “do not run credit” and it was written on an area of the app that I don’t normally focus on Had I seen the note, I would have addressed the issue first I would have explained the need to run the credit to the customer and she would have had an opportunity to not proceed further with the deal or to allow me to run it and continue with the deal I did ask the customer after the incident if she still wanted to continue and she agreedAgain, I offer my apology for this unfortunate incidentBest Regards,Lew G [redacted] General Sales ManagerOurisman Chevrolet of Bowie Irene M [redacted] ourisman logo Vice President / General Manager

Good afternoon [redacted] ***,We have removed you from our consumer relation portals from receiving any emails and phone calls We have also marked you as "opt out of sharing" No further contact will be initiated I want to apologize for any unwanted communication Please let me know if there is anything else I can do Have a wonderful weekend Best regards,Irene M [redacted]

From: Irene M [redacted] Date: Tue, Jul 28, at 4:PMSubject: Revdex.com Complaint [redacted] To: [redacted] < [redacted] @myRevdex.com.org> [redacted] The Revdex.comID # [redacted] [redacted] The customer brought her Chevrolet [redacted] for three visits starting in June Before then we have no service history on the carThe cars condition is not very good and there were items advised to the customer on visit 6/4/Job Ticket number [redacted] where two of the items mentioned related to the run ability of the car were declined, both fuel systems relatedThe car also needed an ignition switch which was declined as wellHer primary concern mentioned on the first visit was the Heater and A/C unit was not working at full strength to which our technician who yes is very experienced and GM World Class found an excessive amount of leaves and debris in the blower fan casing.We removed all that was clogging the fans operation the best we couldOn the same repair we did repair the washer nozzle hose which the customer mentioned in her letterOn visit 6/16/the customer returned with concerns of the blower fan air production still very poorWe proceeded further into the air flow system to find the Evaporator and heater core severely clogged with debrisWe recommended replacing these items but also advised the customer that the dash and carrier were cracked severely and would come apart if removedWe advised the customer of this and their suggestion was to duct tape the dash and carrier back together which was impossible and we would not complyIn turn, we found a used dash that would work to proceed with the repairsWe priced the labor and parts for the dash along with the evaporator and blower motor at a very low reduced price to which the customer agreed to proceedThe next visit on 7/job ticket [redacted] we replaced the blower cooling fan at no charge at a value of $176.16.In all with the amount of reduced pricing made to appease the customer’s demands we cut alone close to $1200.00.The Tech involved did in fact reinstall the hand controls and keep in mind we are not a center of expertise with automotive hand controls which we advised from the beginning.For the customers demand for full reimbursement we are in total decline and we feel the discounts in pricing for the repairs is the desired settlementThank you Brian B [redacted] Director of ServiceOurisman Chevrolet of Bowie###-###-#### Ext*** [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] ***

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: They didn't take responsibility for not turning over via fax the proper forms requested to bring the car to ready for pick up condition which they stated it was ready on the If on the I came to claim my car I would have found it to have a hanging balance and would not be released to me whether or not I was able to be contactedIt was Chevrolet personnel responsibility to turn over invoices and direction of payThey did not do this until the when I had to repeatedly ask and then confirm they where having it sent to the correct numberThey have no proof that they sent the INVOICES until the I have sufficient proof of the delay as well as proof of what was sentTrying to appease a $bill with a $dollar rental which I was still unable to obtain due to the previous bill is not making up for a clerical error which caused thisAs well my car is currently in the shop I am a loyal customer of Ourisman and have always boasted about there incredible cars service and support team unfortunately I feel lack of appropriate communication causes unnecessary delaysAnd I feel I received the short end of the stick Regards, [redacted]

April 8th, To Whom it May Concern, Please be advised that this is the first opportunity that I have had to resolve this issueWe apologize for any inconvenience that this may have caused you and in no way want our customers to feel that we are not here to help them with any concern or opportunity that may arise I have personally taken care of canceling your Carefree Car Protection and your ***/ [redacted] Total loss AddendumSince you financed the vehicle through [redacted] ***, they will be receiving a refund in the amount of $2,which they will apply to the balance of your loanIf you have since paid off your loan in full, then you will be receiving the refund in the amount of $2,from the bank Again, I would like to apologize and let you know that your business is important to us and we greatly appreciate your patronage Best Regards, [redacted] Vice President/General Manager Ourisman Chevrolet of Bowie Governor Bridge Rd Bowie, MD 301-262-

September 2, Dear ***, I read the concern from [redacted] this morningI’m going to forward you a copy of the page of our mail piece which she receivedIt outlines the program rules and states in very large font that “YOU HAVE A CHANCE TO WIN ONE OF THE LISTED PRIZES!” It doesn’t promise that you will win anythingShe did in fact win two Maryland Lottery ticketsThe directions are very clear and of the 30,pieces of mail that we went out this is the only complaint I’ve receivedUnfortunately I will not be refunding her for her cab fare to come out hereWe regret that there was any misunderstanding Best Regards, Irene M [redacted] Vice President Ourisman Chevrolet of Bowie

[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 Administratively Resolved] Complaint: [redacted] As far as I'm concerned, Ourisman/Bowie has proven itself, through its mechanic and managers, to be incompetent and unprincipled Therefore, I would never consider taking my car back to them for a FOURTH time, only to have them fail yet again (while I am forced to take off another day -- or week, or month -- from work, thereby incurring even more Metro and taxi fares).Keeping my $2,while failing to repair my car's AC system is, in my opinion, tantamount to theft Shame on Ourisman/Bowie! [redacted]

On 9/19/Customer *** *** brought her Chevrolet *** in for the *** and Go oil service plus to have
Factory Recall Ignition switch and lock cylinder performedAs part of the Oil Service a complete vehicle inspection report is performed at no charge to the customer which is standard procedure on all oil servicesUpon the technicians inspection of ** ***’s car the report card listed the Air Filter is in need of replacement, the right front tire has a nail in the tread and a noise heard from the left front wheel area which upon further inspection it was confirmed the left front wheel bearing is causing the noise and is in need of replacement
The Technician provided a written estimate to the Service Advisor who in turn advised the customerThe customer approved the Air Filter replacement and tire repair onlyThe customer then asked the advisor what are the consequences of not replacing the hub bearing to which she proceeded to provide the detailsThe Advisor who handled the repairs is an experienced and Certified ** TechnicianIn closing, the customer declined the Hub Bearing replacement and was provided a detailed estimate along with the Technicians notes as well
We will not refund for the diagnostics performed, the tire , and the oil cap.
Brian B***
Service Director
Ourisman Chevrolet of Bowie

I have a check request in to pay entire bill
Irene M***
Vice President / General Manager
Ourisman Chevrolet of Bowie
Governor Bridge Road
Bowie, MD
###-###-####
***
www.ourismanchevroletofbowie.com

To whom it may concern:In regards to the customers letter their *** *** was towed to our Center on 1/23/for a concern presented for engine oil leakage and the low oil warning light displayedUpon our inspection our initial diagnosis found the oil pressure switch stopped working
plus oil leakage from the power steering hosesThe customer advised Service Advisor Buddy R*** that he has an Extended Service Contract thru *** to which they were contacted and approved the recommended repairsAfter the repairs were complete upon the Technicians quality test the oil warning light was now off but there was a noticeable rough ride plus as driving continued the oil light display came back on and the engine was starting to overheatThe Service Advisor called back the extended warranty company to report the current issues from the road test and advised they will send one of their inspectors to examine the vehicleThe inspector drove the vehicle with our technician and confirmed that the rough ride was from both front struts are worn out and the oil light coming on the inspector advised we will need to contact the customer for approval of engine tear down for possible internal component failureThe engine tear down was approved by MrS*** and we continued our inspectionAfter further inspection it was confirmed the oil pump failed by oil sludge build upAn estimate was provided to the warranty company to replace the front struts and oil pumpThe warranty company authorized the front struts only but declined the oil pump due to the sludge build upThe customers were advised of the warranty companied decision and have been in denial with the company to dateTo date we are currently waiting for a decision by the customer to have the engine work completed and have advised them the vehicle has been in our shop tying up a work station for days and if no decision is made they will be charged a fee of $As from today we are still waiting for a decision from the customer. Be advised the customer did verbally approve the engine tear down and is responsible for labor time and materials involved which they are fully awareOur current repair order is dated 1/23/2017; ticket number *** with miles current. Thank you Brian B***Director of ServiceOurisman Chevrolet of Bowie###-###-#### Ext***@ourismanautomotive.com

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I fill I should receive some sort of compensation for all the trouble I went thru with this situation and your service in allFor someone who purchased a new car for the first time, Ourisman has failed me terriblyI will check with *** *** to see if they get the funds in due time.
Regards,
*** ** ***

[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 Administratively Resolved]
Complaint: ***As far as I'm concerned, Ourisman/Bowie has proven itself, through its mechanic and managers, to be incompetent and unprincipled Therefore, I would never consider taking my car back to them for a FOURTH time, only to have them fail yet again (while I am forced to take off another day -- or week, or month -- from work, thereby incurring even more Metro and taxi fares)Keeping my $2,while failing to repair my car's AC system is, in my opinion, tantamount to theft Shame on Ourisman/Bowie!
*** ***

*** *** *** stated there were issues with the vehicle after she purchased the *** ***Our shop determined that there was a tire noise and the washer reservoir level sensor was faulty, none of there were covered under our month/mile warranty but as a gesture of good faith
we looked into themOur shop recommended rotating the tires off the wheels and remounting them as well as replacing the sensor in the bottom of the washer fluid reservoir*** *** was not happy and said she was going to take the vehicle to ***Roughly a week later she speaks with our GSM Lew G*** who explained that none of the items were covered under warranty and that we were doing her a favorLew also told he to bring the vehicle back so we could look into it further and she said no and that she would take it to ***We were very clear that we wouldn’t cover the cost of another dealership and that we would look into it as a gesture of good faith

[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 to pay the entire bill($2558.72) is satisfactory to me.
Regards,
*** ***

From: Irene M*** Date: Tue, Jul 28, at 4:PMSubject: Revdex.com Complaint ***To: *** *** *** ***The Revdex.comID #*** *** *** The customer brought her Chevrolet *** for three visits starting in June Before
then we have no service history on the carThe cars condition is not very good and there were items advised to the customer on visit 6/4/Job Ticket number *** where two of the items mentioned related to the run ability of the car were declined, both fuel systems relatedThe car also needed an ignition switch which was declined as wellHer primary concern mentioned on the first visit was the Heater and A/C unit was not working at full strength to which our technician who yes is very experienced and GM World Class found an excessive amount of leaves and debris in the blower fan casing.We removed all that was clogging the fans operation the best we couldOn the same repair we did repair the washer nozzle hose which the customer mentioned in her letter. On visit 6/16/the customer returned with concerns of the blower fan air production still very poorWe proceeded further into the air flow system to find the Evaporator and heater core severely clogged with debrisWe recommended replacing these items but also advised the customer that the dash and carrier were cracked severely and would come apart if removedWe advised the customer of this and their suggestion was to duct tape the dash and carrier back together which was impossible and we would not complyIn turn, we found a used dash that would work to proceed with the repairsWe priced the labor and parts for the dash along with the evaporator and blower motor at a very low reduced price to which the customer agreed to proceedThe next visit on 7/job ticket *** we replaced the blower cooling fan at no charge at a value of $176.16.In all with the amount of reduced pricing made to appease the customer’s demands we cut alone close to $1200.00.The Tech involved did in fact reinstall the hand controls and keep in mind we are not a center of expertise with automotive hand controls which we advised from the beginning.For the customers demand for full reimbursement we are in total decline and we feel the discounts in pricing for the repairs is the desired settlement. Thank you Brian B***Director of ServiceOurisman Chevrolet of Bowie###-###-#### Ext*** ***