Dear [redacted] ,Thank you for the information you sent over to our dealership, Outten Chevrolet of Hamburg, concerning customer [redacted] and our [redacted] vehicleWe understand the Customer's concerns and tried our very best to be fair and accommodate all their needsAfter going above and beyond and able to get the customer an approval from a bank, since unfortunately she was not in the best shape having a Chapter Bankruptcy and was having some financial difficultyAfter speaking with our Special Finance team, salesman Brain D [redacted] and Finance Manager, Tonya L***, they worked their so called magic and were able to get a miracle approval for her but at the same time that unfortunately does not leave the customer with many vehicle optionsThey were able together approved on the [redacted] , which Brian showed her and worked up a great deal for herAfter putting a deposit down we were able to get her out of her rental which she was paying for and Was about to expire and in good graces on our part let her take the [redacted] home to drive until she was able to come in and take full delivery of the vehicleThe Customer claims after just driving the vehicle home she felt uncomfortable and didn't exactly feel that this was the right vehicle for her, which is absolutely fineHowever, instead of brining the vehicle back to us immediately or alerting us of the concerns she had, she kept and drove the vehicle for a WEEK and put miles on itShe then e-mailed Brain and let him know the situationAgain, that's fine that she did not want the vehicle since it did not fit her needs and that she didn't feel comfortable in itOnce the vehicle was returned we found great amount of dog hair in it and an odorBrian actually took picturesWhen we went to refund her down payment of her down deposit we did deduct a total of Sfrom the totalOur reason for that is went out of our way to even get an approval for her, in our good graces put in her our vehicle and let her take it home, she didn't like it right away but decided to keep it for a week and rack up miles on itOur dealership charged her a mile at miles and a day fee of $a day for days totaling $dollars, and we charged her a complete detail fee of $due to the condition our vehicle was returned to usA courteous detailed e-mail was sent out by our General Manager to the customer explaining to them the charges and why the charges were madeWe always work hard to accommodate all of our Customers and try our very best to ensure fairness to ourselves, dealership, and all customersUnfortunately, that was not the case with this specific customer, but we did our best to try and accommodate them the best we could, find a vehicle that would work for them and could get an approval on with all their extenuating circumstances, and did them a great favor in letting them take our vehicle home on loan rather than paying high prices from a rental company they were going throughWe did what we felt best in this situation and charged them like we would any other customer who we would loan vehicle out to and charged them the appropriate amount totaling $422.10, which is better than us keeping the entire deposit or even half of itWe feel we made a fair judgment on our part, assisted the customer to the best of our ability, and thank you for your time in this matter.Sincerely, Andrew WSales Manager
Dear [redacted] ***, [redacted] had his [redacted] towed to our dealership with the complaint of an engine no start condition he also requested that we perform the PA State Safety Inspection and Emissions inspectionWe informed [redacted] that we could not do either of the inspections until the vehicle is able to be driven to conduct a proper road testWe diagnosed the" NO START" condition as failed battery, Electronic control module and Body control moduleDue to the age of the automobile the parts needed to make the repair were difficult to get and delayed the repair of the "NO START" conditionIn the interim we proceed to check the car for the PA State Safety inspection minus the road test and compiled a list of what would be needed to have vehicle become road worthyThe repairs required are as follows: Brake System warning light is on, the brake pedal travel is "SOFT', the right side floor panel is cracked, steering column is loose, HAVC and Defroster blower inoperative, Handicap control hits the left door panel, horn is inoperative, turn signal lever must held to operate the right turn signal, both rear wheel hubs are loose, both rear spring bushings are missing and the left rear brake line is rusted and leakingThis list was compiled prior to the replacement of the Electronic Control, Body Control modules and batteryWhen performing the repair for the "NO START" condition we did not have to remove the items mention by [redacted] The Electronic Control Module and battery are located in the engine compartmentThe Body Control module is located at the front bulk head in the center of the car near the floorWe informed [redacted] of the repairs needed for the car to pass the safety inspection and be road worthy and recommended that he not drive the carHe stated that these things cannot be wrong with the car and that he drove it prior to the engine not startingHe requested an estimate to repair all of the items we noted during the inspectionIn a subsequent phone call he told us not to bother that he was going to have the car towed away from the dealershipWe have worked on the [redacted] in the past however we no longer have any records on file due to the time that has elapsed since his last visitBoth the vehicle records and personal records were purged from our data base prior to his last visitThe offer was made to have the handicap controls adjusted, with the stipulation that he would have to take the [redacted] to a certified installer and call us with an estimate so we could approve the cost of the adjustmentHe had no response to that offer.Sincerely yours,Jeff B., Service Director
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The turn signal was broken back in from taking off the hand controls and that is what happened again this time again because they are located so close to each other (receipt for the repair work by Outten can be supplied by me if needed)I am 100% certain that the hand controls were removed when it was at this repair shop because someone reversed the gas and brake linkeage when putting the hand controls back on At this point all I want is my turn signal fixed and by some place other than Outten Regards, [redacted]
Dear [redacted] ***,This letter is in response to the complaint listed above.The Customers have an appointment scheduled on December 30, to repair their vehicle's rotor issue at no charge to the customers as a one-time courtesy goodwill for them.Sincerely yours,Willie O.President
Dear [redacted] ,Thank you for the information you sent over to our dealership, Outten Chevrolet of Hamburg, concerning customer [redacted] and our [redacted] vehicleWe understand the Customer's concerns and tried our very best to be fair and accommodate all their needsAfter going above and beyond and able to get the customer an approval from a bank, since unfortunately she was not in the best shape having a Chapter Bankruptcy and was having some financial difficultyAfter speaking with our Special Finance team, salesman Brain D [redacted] and Finance Manager, Tonya L***, they worked their so called magic and were able to get a miracle approval for her but at the same time that unfortunately does not leave the customer with many vehicle optionsThey were able together approved on the [redacted] , which Brian showed her and worked up a great deal for herAfter putting a deposit down we were able to get her out of her rental which she was paying for and Was about to expire and in good graces on our part let her take the [redacted] home to drive until she was able to come in and take full delivery of the vehicleThe Customer claims after just driving the vehicle home she felt uncomfortable and didn't exactly feel that this was the right vehicle for her, which is absolutely fineHowever, instead of brining the vehicle back to us immediately or alerting us of the concerns she had, she kept and drove the vehicle for a WEEK and put miles on itShe then e-mailed Brain and let him know the situationAgain, that's fine that she did not want the vehicle since it did not fit her needs and that she didn't feel comfortable in itOnce the vehicle was returned we found great amount of dog hair in it and an odorBrian actually took picturesWhen we went to refund her down payment of her down deposit we did deduct a total of Sfrom the totalOur reason for that is went out of our way to even get an approval for her, in our good graces put in her our vehicle and let her take it home, she didn't like it right away but decided to keep it for a week and rack up miles on itOur dealership charged her a mile at miles and a day fee of $a day for days totaling $dollars, and we charged her a complete detail fee of $due to the condition our vehicle was returned to usA courteous detailed e-mail was sent out by our General Manager to the customer explaining to them the charges and why the charges were madeWe always work hard to accommodate all of our Customers and try our very best to ensure fairness to ourselves, dealership, and all customersUnfortunately, that was not the case with this specific customer, but we did our best to try and accommodate them the best we could, find a vehicle that would work for them and could get an approval on with all their extenuating circumstances, and did them a great favor in letting them take our vehicle home on loan rather than paying high prices from a rental company they were going throughWe did what we felt best in this situation and charged them like we would any other customer who we would loan vehicle out to and charged them the appropriate amount totaling $422.10, which is better than us keeping the entire deposit or even half of itWe feel we made a fair judgment on our part, assisted the customer to the best of our ability, and thank you for your time in this matter.Sincerely, Andrew WSales Manager
Dear [redacted] ***, [redacted] had his [redacted] towed to our dealership with the complaint of an engine no start condition he also requested that we perform the PA State Safety Inspection and Emissions inspectionWe informed [redacted] that we could not do either of the inspections until the vehicle is able to be driven to conduct a proper road testWe diagnosed the" NO START" condition as failed battery, Electronic control module and Body control moduleDue to the age of the automobile the parts needed to make the repair were difficult to get and delayed the repair of the "NO START" conditionIn the interim we proceed to check the car for the PA State Safety inspection minus the road test and compiled a list of what would be needed to have vehicle become road worthyThe repairs required are as follows: Brake System warning light is on, the brake pedal travel is "SOFT', the right side floor panel is cracked, steering column is loose, HAVC and Defroster blower inoperative, Handicap control hits the left door panel, horn is inoperative, turn signal lever must held to operate the right turn signal, both rear wheel hubs are loose, both rear spring bushings are missing and the left rear brake line is rusted and leakingThis list was compiled prior to the replacement of the Electronic Control, Body Control modules and batteryWhen performing the repair for the "NO START" condition we did not have to remove the items mention by [redacted] The Electronic Control Module and battery are located in the engine compartmentThe Body Control module is located at the front bulk head in the center of the car near the floorWe informed [redacted] of the repairs needed for the car to pass the safety inspection and be road worthy and recommended that he not drive the carHe stated that these things cannot be wrong with the car and that he drove it prior to the engine not startingHe requested an estimate to repair all of the items we noted during the inspectionIn a subsequent phone call he told us not to bother that he was going to have the car towed away from the dealershipWe have worked on the [redacted] in the past however we no longer have any records on file due to the time that has elapsed since his last visitBoth the vehicle records and personal records were purged from our data base prior to his last visitThe offer was made to have the handicap controls adjusted, with the stipulation that he would have to take the [redacted] to a certified installer and call us with an estimate so we could approve the cost of the adjustmentHe had no response to that offer.Sincerely yours,Jeff B., Service Director
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The turn signal was broken back in from taking off the hand controls and that is what happened again this time again because they are located so close to each other (receipt for the repair work by Outten can be supplied by me if needed)I am 100% certain that the hand controls were removed when it was at this repair shop because someone reversed the gas and brake linkeage when putting the hand controls back on At this point all I want is my turn signal fixed and by some place other than Outten Regards, [redacted]
Dear [redacted] ***,This letter is in response to the complaint listed above.The Customers have an appointment scheduled on December 30, to repair their vehicle's rotor issue at no charge to the customers as a one-time courtesy goodwill for them.Sincerely yours,Willie O.President