Ourisman Rockmont Chevrolet

[redacted] , We are responding to your concern with service performed on your [redacted] *** Ourisman Rockmont supports the National Certified service specials offered by ChevroletIt is a $Oil change, Tire Rotation and topping off all fluidsIt is regularly $and your invoice was discounted by $to match the National campaignWe use recommended [redacted] synthetic oil and GM stage oil filters to fulfill Chevrolet warranty requirements [redacted] charges $+ $for [redacted] + $Tire Rotation ( $84.94) before tax and any mandated fees for the same service The additional fees are Taxe, Compliance & Security fees, Hazardous Waste removal and shop suppliesThis should have been communicated to you at the time service was offered We apologize to you for any misunderstanding Ourisman Rockmont Chevrolet is sending you a $ [redacted] Gas Card for the difference Sincerely, Dug D [redacted] Ourisman Rockmont Chevrolet

I am highly disappointed and will never in my life come to this dealership again. This is not the first time a staff member has offended me but it will certainly be the last time. I came in today requesting to have a diagnostic done on my vehicle. Yesterday on my way from work my car started overheating and I could smell like something was burning. I called in and spoke to Tim and was told that I could take my car in to have it looked at. When I came in I was assisted by Mike. After he took my keys and I was getting ready to sign the papers he stated that the diagnostic would cost $160 or something close to that (I can’t remember the exact price he quoted). I then responded that was too high and that another place told me $55. His exact response was “Well, you are more than welcome to go there, your keys are still in the car”. I should have requested to speak to the manager then, but instead I walked away very embarrassed and upset. Again, this is not the first time I have been offended by a staff there but this one really struck a nerve because it finally became obvious that my money is no longer good enough for you people. When I was looking to purchase a car, and considering trading in my car everyone was nice…. my business was important then, but whenever it comes down to you all rendering service the true colors came out. I would never recommend anyone to make a purchase or have any services on their car done here. Not only are they rude but they are also incompetent. It was either earlier this year or late last year I brought my car in because my check engine light kept on coming on. (When it first happened, it was attributed to maybe it’s because you just filled up on gas, it should go away soon; which it normally did). I finally decided to have a proper diagnostic, which required me to leave my car there for a few days. When I went to pick up my car, and before I left the parking lot the light came right back on. Like seriously?!?!?! After that experience I should have known to cut ties with them…but being the loyal person that I am…I kept on coming back….well, NEVER AGAIN. After leaving there I went to another place that did the diagnostic for $35.They found that the thermostat, cooling temperature sensor, fan assembly with shroud cover needs to be replaced for a grand total of $1104.30. Why would a 2011 car have parts melting on it??? I am over Chevy and I am more than over with Ourisman Rockmont Chevrolet.

We did sell Mr*** *** a *** STS as he stated. He did have buyers remorse and we worked with him after several weeks as to his request to get a front wheel drive car or an all wheel drive carOur GSM Doug M***
worked with him and had worked out a deal on a New *** with him He did not stated this in the complaint He then selected a *** all wheel drive. We worked very hard to meet his concerns and payment as well He consulted with his sister on this transaction and we asked him would this make him satisfiedHe was very satisfied
I find myself in surprise that this is any concern after a the purchase date of Last September 2014? We have no resolveWould he like another vehicle of sorts?
Regards,
Dug D***
General Manager
Ourisman Chevrolet

We disagree with *** ***'s view over the menu pricing as a payment vs price of product purchasedIn the spirt of what each party has as a view, we would be open to to a $adjustment in favor of *** ***'s complaintRegards,
Dug D***
Ourisman Rockmont Chevrolet

Amario constructed a concrete slab floor for our new detached garage The work was very good, and so were the business dealings I would recommend them

*** *** first came into the dealership 8/25/at miles with the complaint of lack of cool air from the air conditioning system.
We recharged the system and performed a leak test at that time, under his year/36,mile ** base warranty. We found nothing wrong at this point in time and informed the customer to come back when the system started blowing warm air so that we could look for the leak with the dye that we put in the system
*** *** did not come back with the A/C not blowing cold again until 7/22/almost year later and miles. By this time with weather and conditions would have washed all the traces of dye away from the previous repair making it impossible to find any small leak. At this point in time *** *** was out of warranty and his extended service contract would not cover the cost of diagnosing the concern unless we found a component failed under his warranty. He did authorize us to diagnosis and recharge the system for $parts and labor with the understanding that if something was not found failed that was covered he would be responsible for this fee
*** *** returned on 9/14/at with the A/C working intermittently. After looking at the system and finding the leak in the system using the dye trace procedure we found a covered component leaking and it was replaced under *** ***’s extended service contract.
As we explained to *** *** the original diagnosis was not covered by his extended service contract therefore we, the dealership, as a good gesture waived his $deductable and paid for that
We were explaining to *** *** the process for diagnosing the vehicle at which point he described us as (expletive) incompetent and worthless in a very loud and rude voice. That is when Ender and MrL*** excused themselves from the conversation and informed *** *** we had done all we could and have a nice day

Difinte integrity issue I would say mine came into questionI know all dealers have to make money .I have a problem when the side taken is only one thiers !Does bring new meaning to the customer is always right ! And I dont always have to be .But dont tell me something didnt happen when it did .Side with your associate understand .But don't question mine ! Train your staff better !

[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 have the form and you have the form!  It is very clear that I chose a plan of theirs that would cost me $336.18, IN THEIR OWN SCRIBBLE when they adjusted the amount below.  
Then, they charged me $599 for the EXACT SAME PLAN and/or coverage when it was supposed to be a "lease care" protection policy of some sort, since that option was NOT originally chosen on the form in question.
In addition, they still owe me a $350 Refundable Security Deposit that I NEVER received and that is plainly listed on the original Lease Agreement!
Regards,
[redacted]

We request to the detailed repair order for $237.00 
Please fax to
[redacted]
Attention
Dug D[redacted]
General Manager

[redacted] leased a Chevrolet Volt 8/30/12 from Ourisman Rockmont Chevrolet. At the time of the lease he was presented a menu of finance products that can be purchased to support the vehicle. [redacted] selected a maintenance. plan  for 2yr/30,000 miles interval. The plan includes...

Lube. Oil, and Filer, Tire Rotation, Key and or Key Fob Replacements and Value added coupons. The price was $599 as stated on the purchase order. His signature on the menu supports the product sold.The menu as it is presented shows the product included in a payment of $336.18. The product does not show a price of $336.18. It is reflected in the bottom of the menu choice of  24 mo. @ $336.18.
[redacted] traveled to California for a period of time and did not use the mainteneance at our store.  If there are receipts for the oil change and tire rotaions etc,  we can submit for reinbursement to [redacted].  The value of the products cancellation at this point is less than $5.00
We have covereded these items with [redacted] had some damage to his vehicle and is being charged from [redacted] lease for the issues. He feels he was sold lease care and it should take care of the returned damage.
Regards,
Dug D[redacted]
Ourisman Rockmont Chevrolet
###-###-####

I am highly disappointed and will never in my life come to this dealership again. This is not the first time a staff member has offended me but it will certainly be the last time. I came in today requesting to have a diagnostic done on my vehicle. Yesterday on my way from work my car started overheating and I could smell like something was burning. I called in and spoke to Tim and was told that I could take my car in to have it looked at. When I came in I was assisted by Mike. After he took my keys and I was getting ready to sign the papers he stated that the diagnostic would cost $160 or something close to that (I can’t remember the exact price he quoted). I then responded that was too high and that another place told me $55. His exact response was “Well, you are more than welcome to go there, your keys are still in the car”. I should have requested to speak to the manager then, but instead I walked away very embarrassed and upset. Again, this is not the first time I have been offended by a staff there but this one really struck a nerve because it finally became obvious that my money is no longer good enough for you people. When I was looking to purchase a car, and considering trading in my car everyone was nice…. my business was important then, but whenever it comes down to you all rendering service the true colors came out. I would never recommend anyone to make a purchase or have any services on their car done here. Not only are they rude but they are also incompetent. It was either earlier this year or late last year I brought my car in because my check engine light kept on coming on. (When it first happened, it was attributed to maybe it’s because you just filled up on gas, it should go away soon; which it normally did). I finally decided to have a proper diagnostic, which required me to leave my car there for a few days. When I went to pick up my car, and before I left the parking lot the light came right back on. Like seriously?!?!?! After that experience I should have known to cut ties with them…but being the loyal person that I am…I kept on coming back….well, NEVER AGAIN.
After leaving there I went to another place that did the diagnostic for $35.They found that the thermostat, cooling temperature sensor, fan assembly with shroud cover needs to be replaced for a grand total of $1104.30. Why would a 2011 car have parts melting on it??? I am over Chevy and I am more than over with Ourisman Rockmont Chevrolet.

[redacted],
We are responding to your concern with service performed on your 2012 [redacted].   Ourisman Rockmont supports the National Certified service specials offered by Chevrolet. It is a $39.95 Oil change, Tire Rotation and topping...

off all fluids. It is regularly $63.95 and your invoice was discounted by $24.00 to match the National campaign. We use recommended [redacted] synthetic oil and GM 2 stage oil filters to fulfill Chevrolet warranty requirements. [redacted] charges $39.99 + $17.00 for [redacted] + $28.95 Tire Rotation ( $84.94) before tax and any mandated fees for the same service.
The additional fees are Taxe, Compliance & Security fees, Hazardous Waste removal and shop supplies. This should have been communicated to you at the time service was offered.
We apologize to you for any misunderstanding.
Ourisman Rockmont Chevrolet is sending you a $25.00 [redacted] Gas Card for the difference.
Sincerely,
Dug D[redacted]
Ourisman Rockmont Chevrolet

Review: We received a letter in the mail stating this dealership wanted our vehicle because it had a buyer who wanted it. It stated they would offer us up to 125% of the blue book value for our 2014 Chevy. They wanted this deal to move quickly as the buyer was going on vacation. It also stated it offered additional incentives to make this deal happen. We went down to the dealer to see what it was about. We decided if the numbers worked we would trade up to a 2015 with more options. We were treated great by the salesman, however the other staff was rude and kept making comments we should not have received the letter because we had just purchased the vehicle 6 month ago. The dealership refused to offer more than the blue book value for the vehicle, when I asked why my vehicle disqualified Bart Fox stated the letter says up to 125% he did not have to offer more. He admitted the letter was mass produced just to get us in the dealership and should have only go out to individuals who purchased vehicles 2-4 years ago. I also asked why he did not offer me the incentives talked about in the letter. The only incentive we received was the [redacted] discount we had to call [redacted] to get. He mentioned he took 1,000 off the price of the vehicle. There were no GM incentives on the 2015 [redacted] we wanted to purchase. Bart F** and everyone else at the dealership told us several times we should not have received the letter and would not stand by the offers listed. This is false advertisement and poor business practices. The letter also stated we would get a certificate for a free oil change for coming in which we also did not receive. This is the second time we have been to this dealership and the second time I have made a complaint. The first time we made a complaint to GM directly.Desired Settlement: This dealership needs to stop treating customers in this manner and follow through on offers even if it was a mistake on the part of the outside company who complete the mass produced mailers.

Business

Response:

We respectfully disagree with [redacted]’s assertion that our promotion is false advertising. In an attempt to build our pre-owned inventory we sent out letters to several of our sold customers in hopes of re-attaining that inventory. Other than [redacted]’s, the response to the letter has been great. We have been able to help many customers trade in their vehicles at, around or below 125% of Kelly Blue Book, as offered. We apologized to [redacted] regarding our error in sending the letter to our customers who had purchased from us within the last year, as some were in less of a position to trade into a newer model year. We did an evaluation of [redacted]’s trade and offered her 113% of Kelly Blue Book, based on the condition and miles. She is correct in stating that our letter was offering up to 125%. Regarding the referenced incentives, they are offered from the manufacturer, not from Ourisman, and some have qualifiers. Chevrolet currently has great incentives available on most of their vehicles, the greater incentives being offered on remaining 2014 models. [redacted] just happened to choose a 2015 model that currently has very limited incentives available. So far, every customer that has come in with the letter has been offered a free oil change certificate, if they did not trade their vehicle. If [redacted] did not get her certificate while she was here, we will be glad to mail it to her.

Difinte integrity issue . I would say mine came into question. I know all dealers have to make money .I have a problem when the side taken is only one thiers !Does bring new meaning to the customer is always right ! And I dont always have to be .But dont tell me something didnt happen when it did .Side with your associate understand .But don't question mine ! Train your staff better !

Review: I was led to this dealership under false pretenses: to test drive a 2009 Chevrolet Aveo, which was a manual transmission car listed as an automatic. Upon finding out that my boyfriend (who will serve as a witness to what took place) and I had wasted a trip, I was shown and subsequently became interested in the 2013 Chevrolet Spark; it is a car that was at the extreme top of my budget. After test-driving the car (mostly for fun, regrettably), I asked how much it cost, I was led inside and given a credit application, which I (most regrettably) filled out. It was not the first time I had completed one during my general car search, but at that other dealership, I made sure that it was only faxed to my credit union and to no one else.

After my credit application is complete, another man approaches to talk to me about my credit options, I presume. I do not recall the name of this particular salesperson, but I would be able to visually identify him. I found his high-pressure sales tactics to be extremely insulting. In general, I feel as though I have been blatantly taken advantage of as a young car buyer, because of the following situation. He attempts to make the following clear to me: that I will not find a good car for $8600 (my ideal car price); my credit union will not give me a good rate because my credit is not good enough; and that it's dumb to buy a car that I only want to have for several years, so I should buy a brand new one. This man infuriated me, and I had to end the conversation by stating, point blank, that I would never want to have a new car because it is not practical for my lifestyle, and that I was absolutely not interested in the Spark any longer. I said good bye and apologized for wasting their time.

What follows is the reason I am filling this complaint. About a week later I received a letter from a bank stating that I was denied credit for an auto loan. I thought nothing of it, until I realized that my credit score had dropped several points. To be clear, I know exactly what my score was before these inquires. Over the past few weeks, I have received credit denials from [redacted], [redacted], [redacted], [redacted], [redacted], and a few others; my score has dropped over 15 points. I would never personally go to these banks to open a savings account, let alone ask to borrow over $14,000 (which is about how much 2013 Chevrolet Sparks cost). However, that is what that salesperson did. There is no way that I could have been clearer about the fact that I would never ever want to own that car, besides snatching my credit application from him, and ripping it to pieces.

I called the dealership last Tuesday to express my fury. I was connected to the financial department and spoke to a man named [redacted]. I was supposed to receive a follow-up on Thursday, and have yet to receive any correspondence. I feel that they have cheated me, and blatantly disobeyed my wishes to not seek financing. As a newly independent young adult, my credit is very important to me, and this would have been completely avoided if he listened to what I was saying during the entire appointment.Desired Settlement: I want all credit inquiries submitted by this business to be completely removed from my credit report.

Business

Response:

Revdex.com,

**, [redacted] came to our store Sunday August 4th, 2104. She had worked with our staff over the internet . When she arrived and looked at our inventory she did select a vehicle of interest, a Chevrolet Spark that would suit her needs. She did fill out a credit application and we submitted it to our lenders for an approval as required. We were not able to get an approval due to the following: Unable to verify credit experiences, insufficient down payment, no usable revolving credit accounts, length of employment is too short,, would consider with qualified co-buyer.

Review: On August 30th, 2012 I leased a vehicle with this dealership for a two year time period and at the time of contract initiation, many discussions were made with Jennifer, the employee who writes up the contract and sells any specific warranty and/or extra service contracts. I was sold a "service or car care protection" optional warranty and according to all my current paperwork "IN WRITING", was charged the $336.18 for the warranty contract that is listed on my paperwork and all documents that the dealership also possesses. I was also told it would include "excess wear and care charges" at a slightly higher cost. According to my contract and paperwork in my possession as well as the dealership's, I did in fact pay and was charged that $336.18 BUT WAS ALSO charged another $599 for an additional service contract that was identical and/or fraudulently charged for further coverage, that was supposed to be covering additional "excess wear and care" charges. I have all the documentation that indicates they charged me BOTH the $336.18 AND another $599 for the same exact warranty or service contract, when in fact I was told by Jennifer that I was paying ONLY the $599 for all the additional coverage for the "excess wear and care" coverage. After returning the vehicle, I was charged an additional cost of approximately $500 for "excess wear" to my vehicle, but the dealership is not honoring the fact that they double charged me for the same coverage, when in fact, at least one of the charges should have been for the "excess wear" coverage.Desired Settlement: Either the dealership refunds me one of the "double charges" for overlapping or double coverage for the same warranty or the dealership pays for the "excess wear" charge of approximately $500. Either way, the dealership committed fraud and/or misrepresentation, by double charging me for overlapping service and/or warranty contract coverage that was either identical or "overlapping", when ONLY ONE contract was necessary or needed. It is also borderline theft and I will pursue all legal options if they do not honor the double or overlapping charges.

Business

Response:

[redacted] leased a Chevrolet Volt 8/30/12 from Ourisman Rockmont Chevrolet. At the time of the lease he was presented a menu of finance products that can be purchased to support the vehicle. [redacted] selected a maintenance. plan for 2yr/30,000 miles interval. The plan includes Lube. Oil, and Filer, Tire Rotation, Key and or Key Fob Replacements and Value added coupons. The price was $599 as stated on the purchase order. His signature on the menu supports the product sold.The menu as it is presented shows the product included in a payment of $336.18. The product does not show a price of $336.18. It is reflected in the bottom of the menu choice of 24 mo. @ $336.18.[redacted] traveled to California for a period of time and did not use the mainteneance at our store. If there are receipts for the oil change and tire rotaions etc, we can submit for reinbursement to [redacted]. The value of the products cancellation at this point is less than $5.00We have covereded these items with [redacted].[redacted] had some damage to his vehicle and is being charged from [redacted] lease for the issues. He feels he was sold lease care and it should take care of the returned damage. Regards,Dug D[redacted]Ourisman Rockmont Chevrolet###-###-####

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 needs to be much more "clear and concise", as the documentation I am attaching indicates very clearly. The $336.18 monthly payment was calculated by their own form on the "white paper", where they offered me and had me choose which of the maintenance plans and/or warranty product I was interested in. You can very clearly see that I accepted the right hand column, listed as Economy that states it is the "Plus Plan", with a term of 2/30000 miles and is a MAINTENANCE plan and again, they have listed that price for that maintenance/warranty plan at $336.18.This $336.18 cost per month is also included on the overall LEASE AGREEMENT I have also attached (green form) in which it states that same amount on a separate line item. IN ADDITION to this amount, they have also charged me a $599 cost for the exact same MAINTENANCE plan, which was supposed to be an additional LEASE CARE plan that would have paid for any scratches or damage above normal "wear and tear". What they sold me AGAIN was the same plan, as you can see it indicates "PLUS" marked off in the box, as well as a 2/30000 mile plan for ANOTHER $599 and this amount is a separate line item on the LEASE AGREEMENT. In short, they charged me $336.18 for one plan and they were supposed to charge me another $599 for a totally different type of plan that would have covered the additional $400 approximate charges that the company is charging me for "over normal wear and tear". Instead, all they did was charge me an additional $599 for the same exact plan that was already included in the $336.18. They refuse to recognize their mistake, if that is truly what it was or worse, mis-represented what they told me I was buying. They profited an extra $599 from double charging me for the same plan "twice" so they should honor their mistake and/or misrepresentation and pay for the almost $400 worth of "above wear and tear" charges that I am being billed for.

Regards,

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: