Ourisman Chevrolet of Bowie

1/11/17Dear Mr. [redacted], In Regard to Ms. [redacted]’s concern, ID # [redacted], the $200.00 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 incurred. I will be contacting her by phone to let her know.Best Regards, Lew G[redacted]General Sales ManagerOurisman Chevrolet of Bowie

September 2, 2014
Dear [redacted],
I read the concern from [redacted] this morning. I’m going to forward you a copy of the page of our mail piece which she received. It 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 anything. She did in fact win two Maryland Lottery tickets. The directions are very clear and of the 30,000 pieces of mail that we went out this is the only complaint I’ve received. Unfortunately I will not be refunding her for her cab fare to come out here. We 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 response. If 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, 2015 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 14 at 10:37 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 5 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]

Revdex.com – Response to ID # [redacted]
 
#222222; margin: 0in 0in 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;">This customer’s complaint was not able to be properly addressed as the customer did not give us that opportunity. As a responsible business, we tried to resolve any concerns the customer may have had. We had several email conversations of which we requested the vehicle be brought to us for our shop foreman to examine the alleged concerns. The customer did not give us that opportunity. With the number of concerns in question, the only way to properly evaluate these issues is to examine the vehicle. Again, we were not given that opportunity.
 
Upon further investigation with our technical staff, we did establish that the transmission fluid leak repairs were in fact performed, the transmission pan gasket, internal filter and transmission cooler lines were replaced at our facility.
 
For the record, the costs of the parts and labor for the transmission leak concern totaled $556.14, not “over a thousand dollars of work on just the transmission leak” at noted by the customer in his complaint. In addition, the customer states the transmission pan was not replaced. The customer is correct as the pan itself was not replaced, nor was he charged for a transmission pan. The pan gasket itself was replaced.
 
26 days after having the work done, and 1913 miles later the customer returned as he was concerned of how the transmission was operating, specifically delayed engagement from a stopped position. We performed diagnostic tests on the transmission system and found  2 new fault codes (as the customer himself acknowledges he found with his own tester) these codes indicate and internal transmission problem. We then recommended the transmission be replaced as it has high mileage and internal wear. The internal failure and wear is a result of over 100,000 miles of use, not correcting leak concerns. With any fluid driven assembly, leaks must be corrected first as a standard procedure. We took the correct approach to correct the leaks. Because the transmission had internal failures weeks after those repairs were done does not make the internal failure our fault or our responsibility. We can only report to the current failure at hand, which we did.
 
In closing, no refund is warranted due to the following;
 
The customer simply wrote a letter to request a refund without any additional documentation regarding the condition, test results, etc, from 2nd or 3rd party providers. Until such time that the original servicing merchant examines the vehicle and the associated concerns, they are only alleged, not factual. Can any consumer of a product or service simply write a letter and be entitled to a refund? The answer to that is obvious.  
 
The customer did not honor the merchant’s request to further examine the vehicle as requested, as the merchant must be given that opportunity to resolve any concern.
 
The customer made a consumer choice to have the vehicle examined and repaired elsewhere, that is their right; however that does not mean they are entitled to a refund of any kind. The customer concerns were never verified by the original merchant. Since the repairs were already performed because of the customers choice to do so, there will not be any way at this point in time to know if there was actually any problem or not with workmanship or materials, although alleged, it still remains so and can never be properly determined due to the choice the customer made.
 
[redacted], Service Director
Ourisman Chevrolet of Bowie
###-###-#### Ext. [redacted]
 
 
 
 
 
 
[redacted]
 
Vice President / General Manager
Ourisman Chevrolet of Bowie
16610 Governor Bridge Road
Bowie, MD  20716
###-###-####
[redacted]
www.ourismanchevroletofbowie.com

April 8th, 2014
To Whom it May Concern,
 
Please be advised that this is the first opportunity that I have had to resolve this issue. We 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 Addendum. Since you financed the vehicle through [redacted], they will be receiving a refund in the amount of $2,570.00 which they will apply to the balance of your loan. If you have since paid off your loan in full, then you will be receiving the refund in the amount of $2,570.00 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
16610 Governor Bridge Rd.
Bowie, MD. 20716
301-262-7600

The service at this Ourisman Chevrolet of Bowie was outrageous. I regret bringing my vehicle in for service at this location. I was given outrageous quote by the Service Manager for some work to be done on my vehicle. The Service Manager quoted me a total of $3400.00 to be done on my vehicle. I then ask him to print me out an invoice before getting my car service to see the actual parts and labor cost. Service Manager proceeded to print me out a Memo letter with typed in quotes that were no legit. My price then came down to $2000.00. I ask him for a invoice copy and Service Manager replied that he was unable to printout the actual invoice until the work was complete. I was very upset my car really needed service so I agreed to proceed with the service. After I left the dealership that evening I then thought about it and called the Dealership service department and said don't start working on my vehicle I will take it somewhere else. I then begin to call another dealership where I had auto service done before. I gave Jerry's Chevrolet in Baltimore the same exact repairs that I needed service on and they gave me a quote over the phone for $1190.00 for my whole entire service. I then had my car towed 60 plus miles to Baltimore, Maryland get my care service. My car was back to me within 4 to 5 hours. Ourisman of Bowie Service Manager told me it would take over 8 hours to a day before my car would be done. I advise all customers to learn from my experience this dealership service is really ripping people off badly.

From: Irene M[redacted] Date: Tue, Sep 15, 2015 at 2:07 PMSubject: ID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Cc: [redacted] Good afternoon [redacted], Below is our response from my General Sales Manager regarding [redacted]: Dear [redacted],          ...

      This case is an unfortunate mishap.  The customer came in on Saturday September 12 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 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 Ms. Johnson and offered 2 very sincere apologies.  There was absolutely no intent or effort to trick, deceive or mislead [redacted].  In 30 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[redacted]General Sales ManagerOurisman Chevrolet of Bowie   Irene M[redacted]ourisman logo Vice President / General Manager

From: Irene M[redacted] <[redacted]@ourismanautomotive.com>Date: Wed, Jan 21, 2015 at 11:22 AMSubject: Complaint ID: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Cc: JESSICA B[redacted] <[redacted]@ourismanautomotive.com>Good morning...

[redacted], 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 28,2014.  On Monday December 1,2014  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 week. On 12/17 we tried to contact [redacted] to advise him that his vehicle was complete, and again heard the same message. We have a electronic system set up with [redacted] called ARMS. In ARMS we update the status of every vehicle daily. On 12/17 it was noted in ARMS that his vehicle was complete.  [redacted] started to charge [redacted] on 12/23 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 12/23 [redacted] contacted us to determine why he was responsible for any balance with [redacted], he then picked up his vehicle on 12/29 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 1/13/15 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 accident. Due to his outstanding balance with [redacted], he was unable to rent a vehicle. Our Collision Center Manager as a courtesy,  set up a rental with [redacted] for 2 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 incurred. We 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 collision. Best regards, Irene M[redacted]ourisman logo Vice President / General ManagerOurisman Chevrolet of Bowie16610 Governor Bridge RoadBowie, MD  20716301-262-7600irene.m[redacted]@ourismanautomotive.comwww.ourismanchevrolet...⇄

Good Afternoon
Our 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 you
Brian B[redacted]
Service Director
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]

[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]
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 $2,500 while failing to repair my car's AC system is, in my opinion, tantamount to theft.  Shame on Ourisman/Bowie!
[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:
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 19. If on the 19 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 contacted. It was Chevrolet personnel responsibility to turn over invoices and direction of pay. They did not do this until the 29 when I had to repeatedly ask and then confirm they where having it sent to the correct number. They have no proof that they sent the INVOICES until the 29. I have sufficient proof of the delay as well as proof of what was sent. Trying to appease a $300 bill with a $70 dollar rental which I was still unable to obtain due to the previous bill is not making up for a clerical error which caused this. As 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 delays. And I feel I received the short end of the stick. 
Regards,
[redacted]

Review: This formal complaint falls under improper or inferior repair and repairs resulted in more damage. I had two terrible services at the Ourisman Cheverolet of Bowie in Bowie, MD in the matter of three weeks time. My salesman was [redacted] I believe is the last name. I initially brought my 2008 [redacted] in for an oil change and a hub bearing issue about five weeks ago now. I have been in contact with the shop Service Director [redacted] the past couple of weeks until he ended all conversation. My car was running perfectly normal besides the hub bearing, which is the only reason I brought the car in. It was recommended I fix a transmission leak by the mechanic at Ourisman, which has never been brought to my attention by anyone in my car service history at any shop I have been too. I do regular oil changes to my vehicle and every inspection comes back fine. The service station in Bowie, MD did over a thousand dollars of work on just the transmission leak they recommended. After looking over all the parts I supposedly bought, only one part might have been replaced. I was informed this by two separate mechanics after my service at this station. The second and third opinion mechanics wrote it up for me after I got a diagnostic run by them. Also, I supposedly had a transmission flush by the oursiman service station, but it turns out that was never done. All the transmission fluid is burnt and old. I was informed by two separate places that the fluid is old and I have taken samples myself before even taking the car for a second opinion. It was never changed. The transmission pan was not replaced. It is old and still leaks from two places. There is a black piece that supposed to hold the supposedly new hose into place. That piece slides around and is moving and does not hold anything in place. The mechanics say the hose may have been replaced but not too sure about that either. He documented everything on his companies letter head for me not knowing these things were supposedly done prior to my visit. The first time I brought my car in to Ourisman station they kept my car for two days which is fine. [redacted] the service salesman even offered to have my car washed when I come to pick my car up the next day as good measure. That was not done. I drove fine for a couple days, then the car began to shake and stall out a week later. I brought the car back for a second opinion a week later, which was more time consuming to me and they informed me I need a whole new transmission. What a coincidence. When you replace a transmission hose you would think they would clean up old fluid. No they did not. Another sign nothing was done. It burned onto my base board and the pan still leaks because the naked eye can tell it was never changed. They just charged me two thousand for service that was never done, just to tell me a week later when I complained something is wrong, that I need a new transmission that will cost four thousand. I’m appalled by the lack of service and the way the technician did his job. The job was done as if the person did not know what they were doing and was not certified to work on cars. That job was done nowhere near ** or [redacted] caliber. I have taken my car to [redacted] dealerships in Virginia and in [redacted] MD and they have way better service and professionalism than I have experienced in my three weeks of dealing with this dealership. Needless to say the car transmission blew two weeks after your service station supposedly fixed my car. I have a diagnostic machine. Error codes have never appeared on my car until after they so called fixed a leak. Another coincidence. One thing for certain the car was never worked on at this shop besides my hub bearing being fixed. If it was worked on, it was not to do anything positive. I contacted the General Manager and Service Director via email and the service director wanted me to bring my car back in to be looked at by the shop foreman. I informed the Service Director that the shop foreman spoke with me on my second visit, which is the day I came back to tell them something is wrong, but he did not look at my car. He sent my car back to the same mechanic that supposedly fixed a leak, just for them to tell me I need a new transmission. The Service Director then again asked me to bring my car in but I informed him the car stopped working a few days prior to our conversation and I did not want to be serviced by his shop for a third time. My car was already being worked on by another shop because the transmission died and needed to be towed to a shop a week after my service at Ourisman of Bowie. I did not feel comfortable sending my car back to them after two visits and the end result was something being worse every time I left the Ourisman of Bowie shop. The company should feel uneasy as I was that I was not given any of the parts I purchased and that a mechanic that they stand by did not work on my car.Desired Settlement: My money was wrongfully taken from me and in the end they wanted to take even more by charging me for a new transmission. I would like a refund for my service at this location. I spent a total of 1900 on a perfectly running car at this location. In the end I ended up being 4900 in all after I went to another shop to put in a transmission. This is my means of transportation. A refund for my service at there location seems like fair compensation. Even after coming to their shop twice and keeping my car for a total of 3 business days. If this company stands by their service team and shop they would do better follow up work and admit when something is foul play and try to make things right.

Business

Response:

Revdex.com – Response to ID # [redacted]

This customer’s complaint was not able to be properly addressed as the customer did not give us that opportunity. As a responsible business, we tried to resolve any concerns the customer may have had. We had several email conversations of which we requested the vehicle be brought to us for our shop foreman to examine the alleged concerns. The customer did not give us that opportunity. With the number of concerns in question, the only way to properly evaluate these issues is to examine the vehicle. Again, we were not given that opportunity.

Upon further investigation with our technical staff, we did establish that the transmission fluid leak repairs were in fact performed, the transmission pan gasket, internal filter and transmission cooler lines were replaced at our facility.

For the record, the costs of the parts and labor for the transmission leak concern totaled $556.14, not “over a thousand dollars of work on just the transmission leak” at noted by the customer in his complaint. In addition, the customer states the transmission pan was not replaced. The customer is correct as the pan itself was not replaced, nor was he charged for a transmission pan. The pan gasket itself was replaced.

26 days after having the work done, and 1913 miles later the customer returned as he was concerned of how the transmission was operating, specifically delayed engagement from a stopped position. We performed diagnostic tests on the transmission system and found 2 new fault codes (as the customer himself acknowledges he found with his own tester) these codes indicate and internal transmission problem. We then recommended the transmission be replaced as it has high mileage and internal wear. The internal failure and wear is a result of over 100,000 miles of use, not correcting leak concerns. With any fluid driven assembly, leaks must be corrected first as a standard procedure. We took the correct approach to correct the leaks. Because the transmission had internal failures weeks after those repairs were done does not make the internal failure our fault or our responsibility. We can only report to the current failure at hand, which we did.

In closing, no refund is warranted due to the following;

The customer simply wrote a letter to request a refund without any additional documentation regarding the condition, test results, etc, from 2nd or 3rd party providers. Until such time that the original servicing merchant examines the vehicle and the associated concerns, they are only alleged, not factual. Can any consumer of a product or service simply write a letter and be entitled to a refund? The answer to that is obvious.

The customer did not honor the merchant’s request to further examine the vehicle as requested, as the merchant must be given that opportunity to resolve any concern.

The customer made a consumer choice to have the vehicle examined and repaired elsewhere, that is their right; however that does not mean they are entitled to a refund of any kind. The customer concerns were never verified by the original merchant. Since the repairs were already performed because of the customers choice to do so, there will not be any way at this point in time to know if there was actually any problem or not with workmanship or materials, although alleged, it still remains so and can never be properly determined due to the choice the customer made.

[redacted], Service Director

Ourisman Chevrolet of Bowie

###-###-#### Ext. [redacted]

Vice President / General Manager

Ourisman Chevrolet of Bowie

16610 Governor Bridge Road

Bowie, MD 20716

###-###-####

www.ourismanchevroletofbowie.com

Review: I purchased a 2011 Chevy Traverse from Ourisman Chevy on 7/18/2011 and on 6/20/13 I traded in that Traverse when I purchased a new vehicle. On 6/24/13 I contacted Ourisman in regaurds to getting reimbursed for time left on Service Contract and Road Hazard Warranties. I spoke with on gentleman who told me what documents I needed to send him so I asked for an email address so that I could scan the documents and email them to him. He stated that he was busy and couldnt give me his email address and to fax them to him which I did on 6/24/13 @ 11:49am and received confirmation that the fax was complete. I then attempted to call several times leaving messages with no retun call for 2 days. Finally I spoke with them and he confirmed that he received my fax and that he would fax over the documents I needed to sign in order to be refunded. After hours and days of them saying they faxed it and the fax never coming through (problem with Ourisman's fax) I finally asked them to mail them to me. I was told that after they recieve the signed documents back it would take 3-4 weeks for us to receive the refund. After a week of not receivng the mailed documents I left a message with [redacted] the general manager at Ourisman who returned my call the next day and stated she would have them mail it out right away. After another week of not receiveng the mailed documents I contacted Chevy Customer Assistant Center and spoke with [redacted] via chat on chevys website. ([redacted] ###-###-####) and filed a claim (claim # **-[redacted]1), [redacted] than contacted the dealer and spoke with [redacted] and [redacted] and they told him that they put it in the mail that day. Finally on 7/13/13 we received the documents needed and my husband and I signed them and mailed them back certifed mail wich Ourisman received on 7/15/13 and signed by [redacted]. Assuming everything was fine we just waited. Then on 8/1/13, 16 days after all documentation needed by me was received, I recived a call from [redacted] at 17:20pm stating that the faxed documents were not legible by the Warranty company and that he wanted me to refax fax them, inturn I again asked for an email address which [redacted] gave me. On 8/2/13 All documents again were emailed to [redacted] and [redacted]. I received and email back From [redacted] saying"thank you" Here it is 8/7/13 and still nothing, no word on the progress or anything. I contacted Chevy Customer Assistant Center on 8/2/13 and chatted with [redacted] who was going to forward our conversation that day to [redacted] the original rep who helped me. Then I contacted Chevy Customer Assistant Center again today 8/7/13 and chatted with [redacted] to make sure he received the conversation from 8/2/13 and to express my dissatisfaction with Ourisman Chevy. [redacted] was going to attempt to reach Mr [redacted] today and call me back with any updates. This process has been going on for close to 2 months and I dont understand why it is such a hard task to complete. I would think it would be as easy as sending our documents to the warranty place and cuttign us a check. But it seems we have been jumping through hoops trying to get this accomplished. I feel that this is all on Ourisman and their poor customer service and that we should be refunded in FULL for the warrenties for all the hassles and inconveniences that Ourisman has put I through. And I feel that Ourisman should make this happen sooner rather then later. I have had issues with Ourisman ever since I drove off the lot back in 2011 after I signed the contract for the Traverse I purchased. Ourisman came highly reccommended to us that is why we drove 45 minutes to an hour from our home in [redacted] to [redacted] to purchase from them. This is why my when I purchased my Chevy Sonic in 2012 I went to a different dealer and then when I was looking to Purchase a truck I didnt even think of Chevy. I would not reccomend Ourisman to anyone I know and will never buy from them or any of their associated dealers again.Desired Settlement: I would like to be refunded in full for the warrenties purchased. Total $2200.00. as soon as possible

Business

Response:

Good afternoon [redacted], Here is the dialogue below between [redacted] & myself. Have a nice weekend. [redacted] Vice President / General ManagerOurisman Chevrolet of Bowie16610 Governor Bridge RoadBowie, MD [redacted] From: [redacted] [mailto:[redacted]]

Sent: Friday, September 06, 2013 3:20 PM

To: '[redacted]'

Cc: '[redacted]'; '[redacted]'

Subject: RE: FW: Response to your warranty refund concern Good afternoon [redacted], I would be more than happy to refund you what is due to you but I first would need a loan satisfaction letter or lien release. If I cannot get this the refund will have to go back to the bank. These are not the dealership rules but it would be a requirement by your bank that financed your vehicle. You can fax me the lien release to expedite and send original in mail to me. Our fax number here is ###-###-####. Please let me know if you are able to fax. Thank you for your business. Best regards, [redacted] Vice President / General ManagerOurisman Chevrolet of Bowie16610 Governor Bridge RoadBowie, MD [redacted] From: [redacted] [[redacted]]

Sent: Friday, September 06, 2013 2:24 PM

To: [redacted]; [redacted]

Subject: Re: FW: Response to your warranty refund concern I never received that email, not sure why. And no appointment was to meet in person was even attempted. The first gentleman I spoke with on June 24th was not [redacted] and he asked if I could come in to bring the paperwork I then asked if I could email it to them being I live over an hour away and was told to just fax it. Why was I never offered earlier to send in the lien release when I had contacted by phone and email with all the issues we were having?? Ourisman has done nothing to help with this issue or expedite it in any way. All I get is excuses. If fidelity won't refund the full amount then ourisman should cut me a check for the difference. From the sounds of the email from [redacted] it sounds like I will not receive the refund in mid Sept like I was told previously. Since you will receive the money from fidelity in mid Sept how long will it take to receive a check?? Can you please give me the name and email address to the owner and or president of ourisman so I may contact him/ her directly. This has been going on 3 months, it is absurd, don't you think??Sent from Yahoo! Mail on Android From: [redacted] <[redacted]>;

To: '[redacted]' <[redacted]>;

Subject: FW: Response to your warranty refund concern

Sent: Fri, Sep 6, 2013 5:52:37 PM Here is the email below sent on August 28th from our sales administrator… [redacted] Vice President / General ManagerOurisman Chevrolet of Bowie16610 Governor Bridge RoadBowie, MD [redacted]www.ourismanchevroletofbowie.com From: [redacted] [mailto:[redacted]]

Sent: Friday, September 06, 2013 1:49 PM

To: '[redacted]'

Subject: FW: Response to your warranty refund concern From: [redacted] [mailto:[redacted]]

Sent: Wednesday, August 28, 2013 11:52 AM

To: '[redacted]'

Subject: Response to your warranty refund concern [redacted]. [redacted], I apologize this experience has not been a pleasant one. [redacted] tried to set up a time for you to come in to sign the cancellation papers at the dealership as it is normally done. Doing so makes the process move more smoothly.We mailed you the paperwork, then followed the proper channels to cancel your contracts. [redacted] has their own process for cancelling contracts. Cancellation refunds are done on their schedule, depending not only on when they received the cancellation paperwork but when they process it. These payments are done monthly, I checked with our accounting office and we have not yet received payment which means it will come to us mid September . You had your warranties for almost 3 years. This is not something we can fully refund. Your reimbursement amount will be decided by [redacted]. In order to cut you a check any sooner we will need documentation that the loan on the 2011 Traverse (vin [redacted]) was satisfied. Appropriate proof would be a letter from the bank stating the loan was satisfied. [redacted]Sales AdministratorOurisman Chevrolet of Bowie###-###-####

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:

What [redacted] didn't tell you is that on 8/27/13 after speaking with the general motors executive offices I was directed to call the insurance company that my warranties were through and after doing so I was told that my cancelation was received on 8/20/13 after I was told by [redacted] and GM customer service that it was processed on 8/5/13. The insurance company also stated that the refund would come from ourisman. I then called [redacted] on 8/27/13 and was told that it was processed on the 8/20/13 and that the refund would not be received til mid September, 3 months after this whole process had started. Then I was told on 9/6/13 that they now need another piece of documentation to receive my refund. Why was I not told of this months ago when starting this process??? Then I was informed by someone (who will remain anonymous) that the reason Ourisman is dragging their feet on this is because they have to pay a fee for canceled warranties and are most likely hoping that I will forget about the issue. Well I am not forgetting about it. I feel that Ourisman should reimburse for the difference of the warranty not refunded by the cancellation. [redacted] is the GM and VP of Ourisman and has not taken the time to even call me or try to rectify the situation. She has just passed my emails on to other people and I just keep getting the runaround.

Regards,

Review: A flyer was sent to my home advertising that if I matched three amounts in a row I would when the prize. I matched the three amounts. When I called the number that was provided to call to give activation code, I was told that I won the prize. All I had to do was to come and claim it. I was not told that the activation code I had needed to be matched with another code when I got to dealer to see if I won. Otherwise I would have not wasted by time. I questioned the person about whether this was a marketing gimmick or something to try to sell a car she said no. So I went in I caught a cab from [redacted] MD to Bowie MD it cost be $36.00 each way. All I got when I was there was a lottery scratch off ticket. A complete waste of my time and money.Desired Settlement: I would like a refund of $100 for my cab fees and time wasted for false advertisement.

Business

Response:

September 2, 2014

Dear [redacted],

I read the concern from [redacted] this morning. I’m going to forward you a copy of the page of our mail piece which she received. It 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 anything. She did in fact win two Maryland Lottery tickets. The directions are very clear and of the 30,000 pieces of mail that we went out this is the only complaint I’ve received. Unfortunately I will not be refunding her for her cab fare to come out here. We regret that there was any misunderstanding.

Best Regards,

Irene M[redacted]

Vice President

Ourisman Chevrolet of Bowie

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:

Review: I went in for a scheduled oil change. They also said they could do the recall services on my car at that appointment as well. I then sat in the waiting room for over two hours and they then came to me with a laundry list of services and parts they said my car needed.

1. They said there was a nail in my front passenger tire and they wanted to plug it for $21. I said yes, please fix the tire.

2. They said the oil cap was dry rotted and I was leaking oil and wanted to replace it for $26. I said yes, of course, please replace it.

3. They said the technician heard a noise coming from the front driver's side of my car and asked if I had heard anything. I replied no, that I had not heard anything. They wanted to charge me $136 to diagnose the noise. I asked them what they thought it was and they said the hub bearing. I asked her what the ramifications of that would be and she told me my car can overheat and catch fire if I don't get it fixed. When I asked how much it was to replace the hub bearing, I was told $600. Because I don't want to drive my vehicle if it is a hazard, I asked them to diagnose the noise for $136.

4. They said I needed windshield wipers at $20/piece. I said no, my father replaces them for me.

5. They said my air filter was dirty and needed replaced at $60. I told them again, my father replaces my air filter for me so I refused that service.

6. They said because my air filter was dirty they wanted to do a fuel service at $170. This sounded completely unnecessary to me, so I refused.

At that point she said they would do the oil change, fix the tire, and replace the oil cap, and “diagnose” the noise. Finally, after 4.5 hours, I was told that the noise the technician heard was indeed the wheel bearing and that if I did not get it fixed my car could catch fire. I told her that I did not have the money--and by that point--the time to have it fixed that day. She insisted that I have it fixed and that she could take me across the street, get me some lunch, and it would be fixed by the time we got back—again, insisting that my car could catch fire if I did not authorize the service. Again, I refused. I paid the $228 for the oil change, tire repair, oil cap, and “diagnostics” and left.

My dad and I took it to a family garage and they determined that it was the very beginning of my hub bearing but said that it would never cause my car to catch fire. They said I had many miles left on it and I would hear an incredibly loud grinding sound before I needed to address the problem. They told me what happens with hub bearings if they need replaced is the tire becomes unstable and can eventually come off of the car when it is in motion, but again, that it would not catch fire. The mechanics there also told me it is illegal to plug a tire from the outside in addition to it being unsafe. They said the right way is to dismount the tire and patch and plug it from the inside. If you plug a tire from the outside, it can fly apart when you’re driving. I had to pay again to have my tire fixed in a safe manner. The same price, I might add, that I was charged by Ourisman to fix it unsafely. He also said it was ridiculous they charged for the oil cap/gasket as they are typically replaced when the oil is changed as part of the service. When I showed the mechanic the paperwork I received from Ourisman they laughed and told me flat out they are crooks and had taken complete advantage of me. My dad had two hub bearings changed on his [redacted] pickup for under $400 and Ourisman wanted $600 for only one on a small car. Additionally, they didn't charge me for their time to "diagnose" the noise because they know I will come to them when I replace the hub bearing in a few months--they don't nickel and dime their customers and try to pull one over on them.

My dad called the dealership to address the situation and they blatantly lied to him, saying that I came in complaining of a noise, which is patently untrue. Even the paperwork from them says “tech heard noise.” He then told my dad that they do not use scare or intimidation tactics to make sales and alluded to the fact that they work on commission. No wonder that woman told me on three separate occasions that my car could catch fire and the remedy was a $600 service—she stood to make a nice commission on the sale. Even when told his employees lied about it, he made excuses for them and said again that everything was on the “up and up.” According to my dad, he was actually very rude.

They clearly do not care about their customers and try to rip them off if the customer does not have mechanic-level knowledge of their vehicle.

I called the ** hotline and filed a complaint with them as well, and the “senior” level person to whom my case was given did not care at all either. He was completely wishy washy and had absolutely no empathy for the situation. He told me the complaint had been logged and once enough of complaints get leveled against Ourisman, then they will “investigate.” He half-heartedly offered me a discount coupon on my next service visit at a dealership.

The customer service I have received from both Ourisman Chevrolet of Bowie and additionally from ** is appalling. I come from a ** family and this whole situation makes me want to sell my car and never purchase a ** product again. I feel bad for all of the other customers who are getting ripped off by them.Desired Settlement: I want a refund for the "diagnostics" performed, the tire (since I had to pay for it TWICE), and the oil cap. My total bill was $228.99 and the oil change was $39.99. I want to be refunded for everything but the oil change, a total of $189.

I also think they should change their business practices because I am not the only person who has encountered similar AWFUL service. Nearly every review I have read of their service department has been appalling so I know other people have dealt with similar issues. I don't want others to be ripped off either.

Business

Response:

On 9/19/2014 Customer [redacted] brought her 2010 Chevrolet [redacted] in for the [redacted] and Go oil service plus to have Factory Recall 14113 Ignition switch and lock cylinder performed. As 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 services. Upon the technicians inspection of [redacted]’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 customer. The customer approved the Air Filter replacement and tire repair only. The customer then asked the advisor what are the consequences of not replacing the hub bearing to which she proceeded to provide the details. The Advisor who handled the repairs is an experienced and Certified ** Technician. In 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[redacted]

Service Director

Ourisman Chevrolet of Bowie

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:

Review: I went to the Ourisman Chevrolet of Bowie to cancel two contracts. One was the Carefree Car Protection Plan and the other one is [redacted]. The date I went back to the dealership was February 27, 2014. The cancellation form says allow three or four weeks for processing. I called the company [redacted], [redacted] and they stated they have not received any information from Ourisman Chevrolet of Bowie. They told me I should contact the dealer back to see what is going on. I did but know one from the finance department or any department has gave me a status about this situation. I have called back a few times, most of the time you can't get in touch with someone. Have left messages for someone to call me back. No return calls. I believe this company, Ourisman Chevrolet has bad customer service and business practices.

Product_Or_Service: Carefree Car Protection, [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to have the following amounts refunded to my account with [redacted], who is financing my vehicle:Carefree Car Protection $1,820.00[redacted] Total Loss Addendum $750.00And if possible some compensation for the trouble I am going thru with this situation, which should have not come to this.

Business

Response:

April 8th, 2014

To Whom it May Concern,

Please be advised that this is the first opportunity that I have had to resolve this issue. We 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 Addendum. Since you financed the vehicle through [redacted], they will be receiving a refund in the amount of $2,570.00 which they will apply to the balance of your loan. If you have since paid off your loan in full, then you will be receiving the refund in the amount of $2,570.00 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,

Vice President/General Manager

Ourisman Chevrolet of Bowie

16610 Governor Bridge Rd.

Bowie, MD. 20716

301-262-7600

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 fill I should receive some sort of compensation for all the trouble I went thru with this situation and your service in all. For someone who purchased a new car for the first time, Ourisman has failed me terribly. I will check with [redacted] to see if they get the funds in due time.

Regards,

The service at this Ourisman Chevrolet of Bowie was outrageous. I regret bringing my vehicle in for service at this location. I was given outrageous quote by the Service Manager for some work to be done on my vehicle. The Service Manager quoted me a total of $3400.00 to be done on my vehicle. I then ask him to print me out an invoice before getting my car service to see the actual parts and labor cost. Service Manager proceeded to print me out a Memo letter with typed in quotes that were no legit. My price then came down to $2000.00. I ask him for a invoice copy and Service Manager replied that he was unable to printout the actual invoice until the work was complete. I was very upset my car really needed service so I agreed to proceed with the service. After I left the dealership that evening I then thought about it and called the Dealership service department and said don't start working on my vehicle I will take it somewhere else. I then begin to call another dealership where I had auto service done before. I gave Jerry's Chevrolet in Baltimore the same exact repairs that I needed service on and they gave me a quote over the phone for $1190.00 for my whole entire service. I then had my car towed 60 plus miles to Baltimore, Maryland get my care service. My car was back to me within 4 to 5 hours. Ourisman of Bowie Service Manager told me it would take over 8 hours to a day before my car would be done. I advise all customers to learn from my experience this dealership service is really ripping people off badly.

Review: I purchased a 2008 [redacted] from Ourisman Chevrolet,Bowie on 6/7/14. I completed an overnight drop service request slip on 6/8/14 after experiencing the following issues. 1) Popping noise when I brake /slow down, 2) at highway speed, loud road noises, vibration felt in passenger and driver seats,3) fill washer fluid message was lit on the dashboard although the reservoir was full. I placed several calls into the service dept. unable to speak with anyone until finally I was able to speak with service advisor Ann who informed me the technician confirmed first hand the concerns I reported and she assured me the repairs would be made. On Friday June 13, 2014, I was notified my vehicle was ready for pick up. After keeping my vehicle for 5 days, the service invoice slip indicated they found nothing wrong with concerns 1 & 2 above other than the tires needed to be flipped on the rims. Item #3, the invoice indicated they replaced a bad sensor. Shortly after picking up my car, I returned immediately, after the message "fill washer fluid " re-appeared on the dash. The popping and highway noise was still present. On June 13, Used car Manager David Emani wrote out for me a "We Owe You" slip to take my vehicle to [redacted] to repair washer fluid issue. On June 20, I took my vehicle in to [redacted]. The evaluation/diagnostics cost me $275.50. In addition, [redacted] confirmed the noises I was experiencing. The tech diagnosed it as a scratching/shoeing noise was coming from the rear wheel parking brake and rotors. The estimate: $787.00. The windshield washer fluid repair estimate $1545.00 to replace CEM (Central Electrical Module) On June 20, I mailed a letter to Ourisman informing them of my visit to [redacted] and that I will be scheduling a time soon to have the repairs completed by [redacted]. According to my Buyer's Guide warranty, Ourisman agreed to pay 100% of the labor and 100% of the parts for the covered systems that fail during the warranty period. In addition, they also agreed in writing to repair the washer fluid issue. On July 2, 2014, I notified Ourisman Manager, Lou Galinski after having the original problems reported to Ourisman diagnosed & traced by a [redacted] dealership, (after Ourisman had my car for 5 days) I did not feel Ourisman was able to provide me quality service nor was capable of making the noted repairs properly and for those reasons an authorized [redacted] dealership will complete the repairs on my car. On July 3, [redacted] completed the repairs for the brake and rotors. The cost was $738.22. I am requesting reimbursement $1013.72 (evaluation/brake and rotor repair) and for Ourisman to honor the written We owe you note to have [redacted] repair the washer fluid issue.Desired Settlement: I am requesting reimbursement $1013.72 (evaluation/brake and rotor repair) and for Ourisman to honor the written We owe you note to have [redacted] repair the washer fluid issue.

Business

Response:

[redacted] stated there were issues with the vehicle after she purchased the 2008 [redacted]. Our shop determined that there was a tire noise and the washer reservoir level sensor was faulty, none of there were covered under our 2 month/2000 mile warranty but as a gesture of good faith we looked into them. Our 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. [redacted] was not happy and said she was going to take the vehicle to [redacted]. Roughly a week later she speaks with our GSM Lew G[redacted] who explained that none of the items were covered under warranty and that we were doing her a favor. Lew 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 [redacted]. 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.

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: 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 24 hours after purchasing my vehicle, I had to bring it to Ourisman's repair shop where they kept it for 5 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 5 days and Ourisman didn't even extend the courtesy of offering a rental. It is unconscionable to believe it took 5 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, 2014 to support my statement that Ourisman told me to take my vehicle to [redacted]. This was also the day I picked up my car after 5 days in their repair shop. Per Ourisman's written instructions, I was told verbally and in writing to take my vehicle to [redacted] and they (Ourisman Chevrolet of Bowie) would "Owe Me". I respect the fact I was told by Ourisman to take my car to a [redacted] 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 $1013.72 (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,[redacted]

Business

Response:

I have a check request in to pay entire bill.

Irene M[redacted]

Vice President / General Manager

Ourisman Chevrolet of Bowie

16610 Governor Bridge Road

Bowie, MD 20716

###-###-####

www.ourismanchevroletofbowie.com

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 to pay the entire bill($2558.72) is satisfactory to me.

Regards,

Review: This is in regards to complaint #[redacted]. I have not received reimbursement for the washer fluid repair. On September 18, 2014, I requested Revdex.com consultant [redacted]'s assistance with forwarding the repair bill to Ourisman. I spoke with [redacted] regarding my request for payment. During my phone conversation with [redacted], today, I expressed concern it has been approximately three weeks since I forwarded him the receipt. I've not received reimbursement for the washer fluid repair. I contacted [redacted] on September 18, September 30, & October 2.

I'm also concerned with Revdex.com's process of complaint resolutions. My complaint is technically "marked" as resolved, however by Revdex.com closing the complaint online as resolved, this enables the tracking process for the consumer to get lost in the process. This is unacceptable. There is no follow up after the complaint is closed/resolved online to ensure the consumer is properly compensated or made whole. I feel because I'm left without any means of communication or follow up from Revdex.com, it's in my best interest to open a complaint against the business for failure to honor the repair agreement. By doing so, this will ensure assignment of a complaint number and proper business follow up.Desired Settlement: $1376.72 the repair amount for the washer fluid issue (to replace the CEM/Central Electrical Module)

Business

Response:

Good afternoon David,

Attached is the check that was sent out to [redacted]. Please let me know when this case is closed. Thank you.

Best regards,

Irene M[redacted]

Vice President / General Manager

Ourisman Chevrolet of Bowie

16610 Governor Bridge Road

Bowie, MD 20716

###-###-####

www.ourismanchevroletofbowie.com

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,