Ourisman Chevrolet of Bowie

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I would like to pick up the Gift Card.Please let me know who I should see to receive the gift card I would like to pick it up on Saturday
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: ***
I am rejecting this response because:
It does not make a difference whether I was able to be contacted if you had sent over the proper invoices you're correct the delay would have been on my part but take in consideration you were asked to send them on the as well as direction of pay you did not You did not fulfill your portion of what was to be done and when I asked if you would allow the release of my vehicle your representative said it was not allowedSo once again the extended necessity of my rental vehicle was do to miscommunication between the collision center as well as the appraiserThat fault dies not fall with the consumerI called several times to check the status of my vehicle I have a call record showing such so to say I was unable to be contacted is inaccurateSo in conclusion the invoices were not sent in a timely manner from Ourisman Chevrolet of Bowie to United Apprasiers and Adjusters which resulted in the charges incurred from the substitute transportation from ***Not the communication from me because even if you had contacted me you had not released my car for pick up with a hanging supplement which my insurer didOt have requested information in order to send paymenI also have the records of sent communications datedNo invoices were sent until the I feel Chevy is responsible for charges from 23-in the amount of $
Regards,
*** ***

From: Irene M*** Date: Tue, Sep 15, at 2:PMSubject: ID ***To: *** *** Cc: *** *** Good afternoon ***, Below is our response from my General Sales Manager regarding *** * ***: Dear
***, This case is an unfortunate mishap The customer came in on Saturday September to buy a *** I did not back out of the deal, the customer would not accept my offer On Monday the sales representative Kegan W*** followed up with the customer and we agreed on numbers She came in with a *** 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 note. As 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 lenders. I 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 *** *** 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 agreed. Again, I offer my apology for this unfortunate incident. Best Regards,Lew G***General Sales ManagerOurisman Chevrolet of Bowie Irene M***ourisman logo Vice President / General Manager

[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: It appears Ourisman Chevrolet of Bowie is having difficulties recalling the facts. I am deeply concerned by their response given. It shows a lack of integrity and dishonesty of what actually occurred and how we arrived at this point. The facts are: Approximately hours after purchasing my vehicle, I had to bring it to Ourisman's repair shop where they kept it for days. Rotating the tires and replacing a sensor didn't fix the problems I was experiencing with my vehicle. Ourisman rotated the tires when in fact the brake and rotors needed repairing; which is covered by my buyers warranty. I do not consider this a favor. I was without my vehicle for days and Ourisman didn't even extend the courtesy of offering a rental. It is unconscionable to believe it took days to rotate tires on a vehicle and replace a sensor and the end results are- I pick up my car and the same problems were still present. The bottom line is Ourisman failed me. I'm concerned about Ourisman's dishonest attempt to place the onus on me (the customer) for a business deal gone wrong. Attached is documentation dated June 13, to support my statement that Ourisman told me to take my vehicle to ***. This was also the day I picked up my car after days in their repair shop. Per Ourisman's written instructions, I was told verbally and in writing to take my vehicle to *** and they (Ourisman Chevrolet of Bowie) would "Owe Me". I respect the fact I was told by Ourisman to take my car to a *** dealership because that showed me Ourisman was acknowledging their lack of competency in repairing this vehicle model. I'm confident Revdex.com of Metro Washington or any other third party reviewing the facts would agree I should be fully reimbursed $(for the brake/rotor repair & evaluation). With this summary, I expect Ourisman will also agree to resolve this matter quickly by reimbursing me $1013.72. I also expect Ourisman to honor their written note to repair the washer fluid issue. I can assist by sending Revdex.com and or Ourisman accounts payable department a copy of my receipts. 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: ***
I am rejecting this response because:
The flyer stated "If you match price amounts horizontally, diagonally or vertically you when that amount" I matched the amount diagonally It did not say you have a chance I would not have wasted my time if those were the odds because I knew how far I had to travel that's why I called aheadLike I mentioned previously, I called to verify over the phone if the instructions were correct I was told they were They kept the flyer so I'm unable to provide the evidence This matter will not be resolved to my satisfaction I know that because they are trying to make money not give away money So I would like this complaint to remain posted so hopefully no one else will waste their time like I did
Regards,
*** ***

Good afternoon David,
">Attached is the check that was sent out to *** ***. Please let me know when this case is closed. Thank you
Best regards,
Irene M***
Vice President / General Manager
Ourisman Chevrolet of Bowie
Governor Bridge Road
Bowie, MD
###-###-####
***
www.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: ***
I am rejecting the response of Ourisman/Bowie because, to put it plainly, they were supposed to repair my AC and they have not done so, even after three visits to their repair facility I paid $2,and got absolutely nothing in return except for a new windshield fluid hose, which cost under $ My car's AC blows the same as it did before Ourisman/Bowie worked on it (ie, sometimes warm air; sometimes slightly cool air), and, in addition, the hand controls are now faulty So, instead of my car being in the same shape as when I took it to Ourisman/Bowie, it is now in worse shape! They say they gave me discounts on the parts/service That was their decision and is not relevant to my complaint (I had additional expenses too -- $in Metro and taxi fares, and a loss of $for three days off from work, because I was told by Ourisman/Bowie that the mechanic who worked on my car didn't work on Saturdays In addition, I will have to pay an unknown amount to have the hand controls re-set.) This is a very, very simple situation I paid Ourisman/Bowie $2,to have the AC and washer fluid hose repaired and, after visits to their repair facility, the AC has not been repaired No matter what parts they ordered (at a supposed discount) or what pieces of my car had to be replaced, the bottom line is that I paid for a service that they did not provide I don't know of any company or business that would charge a person money for NOT performing the service.Therefore, I am requesting again that Ourisman/Bowie reimburse me for the full amount of $2,because they they did not fix the AC, which is what I paid them to do
Sincerely,
*** ** ***

From: Irene M*** Date: Fri, Mar 13, at 4:PMSubject: ID of ***To: *** *** Cc: Brian B*** , JESSICA B***
Good afternoon ***, This customers complaint was a wheel that she had purchased elsewhere was damaged locally and she came her to purchase a new wheelEverything was fine until she requested to have the damaged wheel returned because she had a warranty on it and was seeking reimbursementWhen she was advised there is a core charge on the wheel is when things went bad>From what I was told Edgar did his best to explain the exchange core process but the customer would not except it and was very upset leaving the store without the rim she requested. Brian B***Director of ServiceOurisman Chevrolet of Bowie###-###-#### Ext117*** Best regards, Irene M***ourisman logo Vice President / General ManagerOurisman Chevrolet of Bowie*** *** *** ***Bowie, MD 20716###-###-####***www.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: ***
I am rejecting the response of Ourisman/Bowie because, to put it plainly, they were supposed to repair my AC and they have not done so, even after three visits to their repair facility I paid $2,and got absolutely nothing in return except for a new windshield fluid hose, which cost under $ My car's AC blows the same as it did before Ourisman/Bowie worked on it (ie, sometimes warm air; sometimes slightly cool air), and, in addition, the hand controls are now faulty So, instead of my car being in the same shape as when I took it to Ourisman/Bowie, it is now in worse shape! They say they gave me discounts on the parts/service That was their decision and is not relevant to my complaint (I had additional expenses too -- $in Metro and taxi fares, and a loss of $for three days off from work, because I was told by Ourisman/Bowie that the mechanic who worked on my car didn't work on Saturdays In addition, I will have to pay an unknown amount to have the hand controls re-set.)
This is a very, very simple situation I paid Ourisman/Bowie $2,to have the AC and washer fluid hose repaired and, after visits to their repair facility, the AC has not been repaired No matter what parts they ordered (at a supposed discount) or what pieces of my car had to be replaced, the bottom line is that I paid for a service that they did not provide I don't know of any company or business that would charge a person money for NOT performing the serviceTherefore, I am requesting again that Ourisman/Bowie reimburse me for the full amount of $2,because they they did not fix the AC, which is what I paid them to do
Sincerely,
*** ** ***

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: Brian B[redacted]<[redacted]@ourismanautomotive.com>Date: Thu, Dec 11, 2014 at 12:06 PMSubject: RE: [redacted] Rebuttal ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Cc: Irene M[redacted] <[redacted]@ourismanautomotive.com>
[redacted]
Thank you for contacting me today in regards to this matter. We would be acceptable to reimburse the customer ½ of the amount in question to help resolve the customers concerns. Please advise if the customer accepts.
Thank you
Brian B[redacted]
Service Director
Ourisman Chevrolet of Bowie

[redacted] had his 2004 Chevrolet [redacted] towed to our center 7/28/2016 for the key not able to be turned in the ignition to start the car. The Service Advisor handling the call to [redacted] was Martha Y[redacted]. Martha was advised by the customer of the car being towed to Ourisman Chevrolet...

of Bowie. [redacted] advised Martha that he was already aware of an open recall to which we confirmed recall number 14350C which involves installing inserts in the keys to decrease the weight size hoping this would correct the problem with his car. After we completed the recall and advised the customer we needed to go further into it we advised [redacted] there would be an initial diagnostic fee of $145.00 which he was not anticipating paying but wanted to discuss with his wife first. We received a call back by the customer telling us to proceed to which we in turn advised him that the problem was in the ignition switch and provided an estimate of $365.12 parts and labor to repair. [redacted] was very unhappy learning this and asked if we could make a new key first to see if that would correct the problem. After our inspection of the key we advised the key was still in good and the switch was the main failure. [redacted] still was not happy with our findings but advised he wants the work done but is sending us his own parts with he picked up used. We advised the customer we will install his parts but there is no guarantee for the work being the parts are used. During the installation of the ignition switch the Technician found that the locking pin from the old switch could not be removed and needed extra labor time removing the steering housing to fully remove the failed part. The Service Advisor notified the customer on the housing issue and that is when [redacted] started calling and verbally harassing the Service Advisor using very harsh language. After learning of this I called up [redacted] and politely asked her that I would be willing to work with them on getting their car fixed but she has to converse in a more polite and professional manner. I advised the customer I would waive the extra labor fee for the locking pin removal and advised them the total estimate when finished would be $360.00 which they approved to me over the phone. An hour after my discussion with them [redacted] called my advisor again with the harsh language which in turn I called back and [redacted] answered and I politely asked him to please ask if wife to stop the calls and bad language with my Service Advisor.Later that evening at 7pm [redacted] came to pick up his car after he was advised of completion and started arguing with the cashier staff. At that point the Customer Relations Manager Michelle V[redacted] met with [redacted] and advised him he is to pay the amount authorized and could not take his car until the bill is paid. [redacted] left and met with me the following morning to which I had our Brand Expert Ken S[redacted] meet with myself and the customer and we went out to his car to check the work. [redacted] still pushed to us that he only needed the key even after we showed him everything that was done. [redacted] still was in disagreement with us and left stating he was contacting his lawyer. After discussing with you the concerns addressed with Thompsons you agreed to only have them pay half. When the Thompsons finally came after their car [redacted] gave me some final remarks she wanted to say and they ended up taking their car. The Repair Ticket in question is [redacted] Brian B*

Sent: Monday, December 19, 2016 5:02 PMSubject: RE: [redacted] Complaint ([redacted]) Customer Information:[redacted]Cr 60039Repair Center – Ourisman Chevrolet of Bowie From:Service Director – Brian B [redacted] is accurate on her visits with...

Ourisman Chevrolet of Bowie but she has left many details out of her letter. The last visit she had on 10/15/16 Repair Order number [redacted] the repairs recommended for the stability control light and air conditioning concern were properly diagnosed by a certified ** Technician but all were declined and the car was removed from our center with only the battery replacement completed as authorized by [redacted]. The stability control light concern along with the door power lock operation were a result of low battery voltage caused by the battery and we had the battery test results to prove out diagnosis was correct. If the customer chose not to have the repairs completed then they are taking that responsibility upon themselves until proper repairs are completed on the car.The visit on 4/26/16, repair order 547927 all the concerns present were addressed and completed under ** Factory warranty which [redacted] advised but she mentioned that the water pump was in fact leaking but not broken as mentioned plus the air bag control module cable was replaced as a result of a special policy #[redacted] presented by ** which in turn corrected the concern presented for the stability light present for this visit and there were no charged to the customer. We have all documents present if needed.The visit on 4/11/2016, repair order number [redacted] advised to us that she was experiencing a drivability concern of when accelerating the car tends to bog down plus the door locks started to lock and unlock. Upon our inspection we noticed many issues the car had but all that were addressed was the fuel injection cleaning and a Turbo oil feed line which all came to a total of $640.92. What was recommended was the car needed tires and alignment, a front turn signal bulb, front struts and mounts which were showing wear plus the air conditioning compressor clutches were noisy and needed attention. All recommendations were declined by [redacted].In closing, Our Technicians are all trained up to date and are ** Certified. We provided a though inspection for all of the customers concerns and presented an accurate and detailed estimate for all recommendations which in fact she declined on many visits.  We feel our inspections and work was completed with accuracy and we provide a full guarantee for all of our repairs which the customer could have completed but chose to go to another repair center.

[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]

From: Irene M[redacted] <[redacted]@ourismanautomotive.com>Date: Tue, Jan 27, 2015 at 3:37 PMSubject: RE: Complaint ID: [redacted]To: [redacted] Dennis <[redacted]@myRevdex.com.org>Cc: JESSICA B[redacted] <[redacted]@ourismanautomotive.com>, [redacted]Good afternoon [redacted], As I responded in the email from January 21st the answer is Ourisman Chevrolet of Bowie is not responsible and is not refunding any money. Irene M[redacted]ourisman logo Vice President / General ManagerOurisman Chevrolet of Bowie[redacted]Bowie, MD  [redacted]###-###-####[redacted]@ourismanautomotive.comwww.ourismanchevroletof...⇄

Good AfternoonOur offer to have the car brought back to Ourisman Chevrolet of Bowie is still available. We do stand by our work. If there is a problem with the air distribution then you should let us take a look at it. There is no reimbursement considered.Thank youBrian B[redacted]Service DirectorOurisman Chevrolet of Bowie

[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 information stated in the message I have received is unacceptable as it does not fully address the reasoning as to why Ourisman Chevrolet of Bowie failed to diagnose that the battery junction fuse block in my vehicle was broken and NOT the AC Compressor. Furthermore, my car battery was only two years old and was being drained due to the broken fuse block, which was not properly communicating to the electrical computer systems in my car. The diagnosis cost me $134.95, and the technicians did not note that the battery junction fuse block needed to be repaired, causing my vehicle to shut down while I was driving days later. Instead, the technicians and service advisor Buddy Reio stated that the battery failure and electrical system malfunctions were due to my AC Compressor needing to be replaced at an estimated cost of $990. I already paid $139.07 for a new battery to be installed into my vehicle on September 26, 2016 while my vehicle was at Chevrolet of Bowie. After declining to replace my AC Compressor, I decided to seek assistance from [redacted] because I did not believe that my compressor was comprising the integrity of the car's electrical systems. ** stated that assistance could not be provided unless I chose to have the AC Compressor replaced.  When my vehicle shut down, I immediately had it towed to Ourisman Chevrolet of Marlow Heights, where the service technician and service advisor told me that had Chevrolet of Bowie technicians indeed performed a diagnostic check, they would have detected the issue with the battery junction fuse block, as it had 41 error codes regarding communication among the electrical systems within my car and its computer. This fix cost me $312.90, and my car has not had any electrical system errors/malfunctioning nor has it shut down since. The Chevrolet of Marlow Heights technicians advised me that the AC Compressor was in optimal condition and did not have any connection to the failure my car experienced. It is important to note that these technicians are certified ** mechanics, and there is no explanation that has been provided as to why Bowie's ** mechanics did not assess my car properly.I am requesting a full refund of the stated repair orders on dates that were processed by service advisor Buddy R[redacted] at Ourisman Chevrolet of Bowie, as he knowingly sought compensation for repairs that were unwarranted and did not fix issues I continued to experience in my car. My safety was comprised when my vehicle shut down on a busy thoroughfare, and I do not accept the response I have been provided.
Regards,
[redacted]

From: Irene M[redacted] Date: Tue, Jul 28, 2015 at 4:51 PMSubject: Revdex.com Complaint [redacted]To: [redacted] <[redacted]@myRevdex.com.org>[redacted]The Revdex.comID #[redacted] The customer brought her 2001 Chevrolet [redacted]...

for three visits starting in June 2014. Before then we have no service history on the car. The cars condition is not very good and there were 3 items advised to the customer on visit 6/4/15 Job Ticket number [redacted] where two of the items mentioned related to the run ability of the car were declined, both fuel systems related. The car also needed an ignition switch which was declined as well. Her 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 could. On the same repair we did repair the washer nozzle hose which the customer mentioned in her letter. On visit 6/16/16 the customer returned with concerns of the blower fan air production still very poor. We proceeded further into the air flow system to find the Evaporator and heater core severely clogged with debris. We recommended replacing these items but also advised the customer that the dash and carrier were cracked severely and would come apart if removed. We 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 comply. In turn, we found a used dash that would work to proceed with the repairs. We 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 proceed. The next visit on 7/14 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 settlement. Thank you   Brian B[redacted]Director of ServiceOurisman Chevrolet of Bowie###-###-#### Ext. [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 manager is completely wrong in his assessment of what happened. I did not authorize the air filter replacement and the tire replacement only, as he erroneously purports. I authorized them to fix the tire, the oil cap, and "diagnose" the noise from the front left side of the car. He is also omitting several other items and services they attempted to sell me.  I did NOT approve the air filter to be changed because my dad changes it for me.  Additionally, I ONLY approved them to "diagnose" the noise coming from the front left side of  my car because the "Service Advisor" told me that they thought it was the hub bearing and that if I did not fix it, my CAR WOULD CATCH FIRE. As this is NOT the case, I was sold a service under false pretenses. I guess they are fine, however, with their business making money in this dishonest manner. Not only does Mr. B[redacted] not actually know what happened that day, he also believes that there is nothing wrong with pressuring a customer to make a purchase by lying to them, telling them that their car will catch fire. If he had taken the time to read my original complaint (or actually look at the paper work/receipt) he would have seen what I actually authorized. I like how in his response he writes, "The customer then asked the advisor what are the consequences of not replacing the hub bearing to which she proceeded to provide the details," totally skirting around what the person told me and whether or not it was FACTUAL information. Which, it isn't. He obviously  knows what they did was wrong and is avoiding it. Not only were they dishonest while I was there as a customer, they are continuing to be so during this process. 
I don't see what is so difficult for them to understand that I want refunded for services I only authorized because I was explicitly lied to several times while I was there about the consequences of not having them performed. It is quite simple and straightforward. 
This is completely unacceptable and the matter is not resolved.
Regards,
[redacted]

Date: Wed, Feb 1, 2017 at 12:01 PMSubject: RE: [redacted] Rebuttal ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>Dear [redacted], Contrary to [redacted] complaint of improper diagnosis and her request for a full refund, our standard procedure for all vehicle diagnostics out of the factory warranty period has a minimum fee of $135.98 per hour. [redacted] presented two concerns to us for a no start condition where she was charged $66.97 and a electrical concern of the cooling fan stays running after shut off which she was charged $135.98. We provided this information from the beginning to [redacted] which she approved and provided a full diagnostic and estimate to her who to which she declined and decided to take her car elsewhere which is out of our control so her comment of having an unsafe vehicle was her decision and not from this center. We also provided a discount of $68.00 to appease [redacted] at time of pick up as well. These charges again were diagnostic fees only again which she approved and even if it is unacceptable to her we are not obligated to provide full compensation returned to her as requested. Brian B