Outten Chevrolet, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The general manager was new to his position and was not aware of the situation and assured me that issues like this will not happen againAfter a long discussion, I feel they addressed the issue and would feel comfortable working with Outten again in the futureOutten has a great reputation and I look forward to future purchases with the Outten group I dealt with in the past.Regards, *** ***

***,HelloNot sure why do you not not want to e mail me to get your warranty cancellation process startedI need an official okay from you in writing to cancelOnce I receive that I can e mail you the form to signI will refund you the entire price you paid for the warranty - $with no fees for being over daysHowever, this needs to be done by February 10th, 2017. This e mail is also being copied to *** ***id# ***) at the Revdex.comRegards, Stefan B***January 30th, 2017General ManagerOutten Chevrolet of AllentownWTilghman St.Allentown, Pa

** *** came to the dealership pre-Owned lot of 11/3/to look at purchasing a *** ***He informed the salesperson, Randy, that he wanted to buy the car if we could arrange financingWe submitted his credit application and obtained approval through PSECUHe visited the dealership
separate times on the 3", spending about hours in total.** *** did not have time to pick up his car that day and scheduled to reconvene the following day on He did arrive on the 4" as scheduled, spending an additional hours or so completing the required documents for the purchase.Upon leaving the lot, ** *** hit a pole and put a dent in the vehicle (our pole was not severely damaged)He came back to the dealership asking to have the damage fixed through a warranty claim or at our expenseHe was informed that body or collision damage is not covered by a vehicle service contract and that the dealership was not liable for damage to his vehicle while he was operating it.Upon review of the required paperwork in the deal file, it appears to be completely clear and executed with ** ***'s signatureNone of the paperwork was incompleteAs a business practice, all paperwork is completed prior to signatures and nothing is signed incomplete or blank.Our reputation and more importantly, our customers satisfaction is extremely important usIn thatspirit, we would welcome the opportunity to sit down with ** *** and either buy back the vehicle at current market values, or trade it in for a more appropriate vehicle for his needs.respectfully,robert H*** General Manager

06/06/2016Dear Sir/ Madam:In response to the complaint from *** ** ***, I concur with her account of the purchase transaction on March 21, of a GM Certified *** ***, VIN: ***During the Certification process in our service department the tires on the vehicle
measured at 5/tread depth or greater for all four tires easily passing the PA State Inspection threshold of 2/32, and also the GM Certification standard as wellThe vehicle had miles at this certification.Upon learning of *** ***'s concern based on her visit to ***, she scheduled an appointment to have us inspect her tires for the alleged “dry rot'One of our GM certified technicians inspected and measured the tread depth of the tires and found that the tread depth was now 3/to 4/it was also noted that the tires had some minor cracking, or "dry rot', on the side wallsThe tires were deemed safe and passable under Pennsylvania State Safety Inspection standards, but would be needed to be replaced probably before winterThe vehicle had miles at this service.While I don't feel we have an obligation to replace safe tires with new tires at our expense, as a gesture of goodwill, I will agree to do so in our service department by appointmentThis appointment can be arranged thru Colin C*** at ***.The satisfaction of our customers is our number one concernShould there be any other concerns in the future, don't hesitate to contact me.Regards,Robert H.General Manager

Complaint: ***
I am rejecting this response because:Please see attached rebuttal
My names is *** *** your agency requested my response regarding the complaint filed on 4/15/at 5:14:PMI'm deeply appreciative of the dealership Outten Chevrolet Inc's timed reply with regard to my original complaint filed with your agency (agencies)The facts are that all the statements listed in my original complaint are whole, complete, factual, and trueThe dealerships response brought new concerns forwardTwo of which are, that the name of the salesperson that I interacted is inaccurate, and the general manager who singed this statement is not the person who I have dealt with Richard was presented to me as the general managerThe only time I met with Richard, was after I received paperwork which created concerns as outlined in my original complaintThe gravest of concerns listed in the complaint have not been addressed at all in their responseFor this, I request you continue your investigationKnow that if you need me for any other statements, I am herePlease, do not hesitate to call or contact me.Sincerely, *** ***

[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 as Answered]
Complaint: ***
I am rejecting this response because: I fill that the offer of $is not a reasonable offer, I was deceived by sales person about the car having a Navigation systemI was also lied to about the condition of the painted serfuce of the carI do not fill that $ is a fair compensation I explained to the sales person that I had lost my daughters car in the Harvey hurricane floodsAnd because I was in was in Texas unable to view the car in person, I believe that I was taken advantage of
Regards,
*** ***

From: *** ***
Date: Fri, Aug 1, at 5:PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: "[email protected]"
I would like to inform you
that after refusing to change the contract to increase any money amount, Outten finally corrected their mistake by issuing us a new contract for $56.68/month for yrs, plus they issued us a check in the amount of $
I would like to point out, though, we were not treated very nice and I would never recommend them to anyone
*** *** & *** ***

November 16,2017I have read the customer's rejection of my prior responses. As I've stated-1 called and spoke with Mike on November 3rd. In good faith and fairness on my part I offered him a $300.00 concession. I stand by my offer, no matter how many responses Mike wants to reject Mike found our car through the Internet.  I was the most reasonably price [redacted] that he found. That is why he came all the way from Texas. Our vehicle was priced $2500.00 below normal selling price for that that year and mileage vehicle. I stand by all my prior responses including that his transport company called him prior to loading the vehicle for transport to Texas.Regards,Stefan B. General Manager

January 6th, 2017 I have read [redacted] letter and reviewed her file. The vehicle was on sale. The original selling price of the car was $21,195.00. The sale price was $ 20,100.00 less an additional $4,239.00 which equals $15,861.00. A total savings of $5,334.00. As far the payments are...

concerned, many times customers extend the length of the loan to lower their monthly payments. The quoted amount of 283 may have been for a 60 to 66-month term. [redacted] elected for an 84-month term which significantly reduces the monthly payment. Attached are the buyers order which clearly states all the pricing from the discounts to the price of the extended service contract that she requested to cover her electronics concerns. Also attached are all of the signed documents pertaining to the full disclosure of the pricing for the vehicle and the optional items purchased by [redacted]. I would be happy to sit down with [redacted] and review all of the documents in person.Regards,Stefan B.

October 21, 2017 [redacted],I have read the customer's complaint. He has also contacted [redacted] assistance and I replied to that as well. The vehicle was advertised with navigation turn by turn system. This navigation system is through the [redacted] program that comes with the vehicle. The...

customer purchased the vehicle through our web site. The vehicle comes with 3 months of free [redacted], which includes the turn by turn navigation. [redacted] had a transport company pick up the vehicle. The transport company looked ever and reviewed the vehicle from top to bottom and spoke with [redacted] prior to leaving our dealership, The transport company also listed the scratches on the transport paperwork. The average retail selling price of this vehicle should be $13,650.00 (NADA publication guide Oct. 2017). [redacted] final agreed upon price was $11,500.00. This price is well below the average retail selling price. [redacted] found our vehicle on our website because of the lower than normal pricing. He lives in Beaumont Texas. He is disputing a purchase price of 14069.40. Not sure where that value is coming from- Attached is the selling price of $11,500.00 with a total taxes and fees price of $12624.30.1 will offer [redacted] a one-year total subscription to [redacted] from original date of service. We've offered that to [redacted], he so far has declined that offer.Regards,Stefan B. General Manager

First off, I was did not yell, nor was I nasty to Stefan. I hung because he sounded like a broken record. He will not admit any responsibility for the way I was treated. He will not admit that Al did what he did. I have said several times that Outten did not call me back so how could I request a refund if they did not call me back. If they had called me back right after I called them I could have had my refund within the 30 days. He doesn't seem to understand this. Due to the obnoxious nature of this individual I no longer want him as my contact point at Outten. I wish to deal with someone else. If he does not provide me with another point of contact I will deem this as the companies unwillingness to resolve this issue. Lynn

October 20, 2016Dear [redacted],This letter is in reference to the complaint you received from [redacted] as per the above reference number.We have immediately removed [redacted]'s information from our internal data base. We normally go through third party advertising providers that are...

able to obtain public records that may generate a lead which would result in a contact from our dealership. On these cases [redacted] would have to contact those third party providers and request to opt out.Please feel free to contact me with any further questions.Sincerely yours,Jeff M. General Sales Manager

[redacted] came to the dealership pre-owned lot on 11/3/14 to look at purchasing a 2013 [redacted]. He informed the salesperson, Randy, that he wanted to buy the car if we could arrange financing. We submitted his credit application and obtained approval through PSECU. He visited the dealership 2 separate times on the 3', spending about 1.5 hours in total,[redacted] did not have time to pick up his car that day and scheduled to reconvene the following day on 11/414. He did arrive on the 4" as scheduled, spending an additional 1.5 hours or so completing the required documents for the purchase.Upon leaving the lot, [redacted] hit apole and put a dent in the vehicle (our pole was not severely damaged). He came back to the dealership asking to have the damage fixed through a warranty claim or at our expense. He was informed that body or collision damage is not covered by a vehicle service contract and that the dealership was not liable for damage to his vehicle while he was operating it.Upon review of the required paperwork in the deal file, it appears to be completely clear and executed with [redacted]'s signature, None of the paperwork was incomplete. As a business practice, all paperwork is completed prior to signatures and nothing is signed incomplete or blank,Our reputation and, more importantly, our customers satisfaction is extremely important us. In that Spirit, we would Welcome the opportunity to sit down with [redacted] and either buy back the vehicle at current market values, or trade it in for a more appropriate vehicle for his needs,Respectfully,Robert H[redacted] General Manager Outten Chevrolet, Inc

August 31, 2016To whom it concerns,Regarding case ID [redacted], for [redacted], we feel we have satisfactorily addressed the case and it should be closed at this time.I had a discussion at length with [redacted] at which time he expressed his concerns, and I in turn assured him it was an...

honest mistake that we are correcting by sending him the $339.91 he felt was owed to him. We feel that [redacted] recognized it was a mistake, and states that he still plans to remain an Outten customer. I urged him to deal directly with me the next time he has an issue or looks to make a purchase.SincerelyChad BGeneral Manager

Review: On December 12th 2013, I purchased a 2014 Chevrolet [redacted]. During the final process of buying the vehicle, the dealer had me fill out a change of address form as the address on my actual drivers license was incorrect. All of my paperwork, including POA etc. has my current address established on them. My loan request for the vehicle was accepted by [redacted]. The dealer of my vehicle told me my initial payment date would be January 13th 2014. However, if I did not receive my account information with [redacted] in the mail before the payment date, to not worry about it that sometimes it takes [redacted] longer to process loan requests. On January 22nd, I received a text message from the dealer of my car thanking me for my business and asking if my vehicle was treating me well. I responded and mentioned that I still haven't received letters of my account information from [redacted]. The dealer reassured me that this was okay. On February 2nd, my boyfriend received a message from the dealer saying he is leaving Outten Chevrolet to work at another dealership. My boyfriend mentioned, again, to the dealer, that I have yet to receive any information from [redacted]. Once again, the dealer said this was fine. My second payment for the car was due February 13th. On February 18th, I contacted [redacted] to see when I would be receiving my account information in the mail and if my loan request was processed. I spoke to the manager who told me that I've defaulted on my first two payments and that they sent my account information in the mail. I had to update my demographic information and was transferred to their collections department. I now owe [redacted] $978 by February 23rd. They said if I default again that my car will be repossessed and in the state of PA, I do not need to be notified of this. We figured out the issue was that my dealer from Outten sent my previous history to [redacted]. [redacted] had on file an address that I haven't lived at in 4 years and had listed an old work history on a company I am no longer under. I called Outten Chevrolet to ask why this happened and the man I spoke to said he would try to call [redacted] and try to fix it for me that he would call me back. He acted like I was another irresponsible customer. I waited 3 hours and finally called him to see what was going on. The receptionist put me on hold and came back to tell me he was busy and sent me to his voicemail. I left a voicemail and 2 hours later received a call from another employee of Outten. He was more concerned than the previous worker and said he would try to call [redacted] and fix the situation. I waited another 2 hours and decided to drive to the dealership and handle this in person. While driving there, Outten called me and said they contacted [redacted]. Both Outten Chevrolet and [redacted] are blaming each other. Outten is trying to say that [redacted] mailed me my information to my current address which is not true because I had to give [redacted] my current address; that's how the whole situation happened, they had no current address on file. Both Outten and [redacted] apologized but my first payment was put in collections and I owed a total of $978.72 within 2 days. Outten offered to do a forbearance on my March payment but it will be of no help to this situation as I have to pay three different car payments in a span of two weeks. I don't appreciate the fact Outten tried to cover up their mistake by lying about the situation and saying [redacted] didn't do certain things to contact me like they should have. [redacted] had no way of contacting me, as stated, they had an old address, old work history and an old phone number.Desired Settlement: I feel that Outten should refund me a check of at least the first car payment. This is a total of $489. It was unprofessional of their employee to not only go in my file, take my cell phone number and text me, but it was also unprofessional that they tried to cover their mistake and blame [redacted] who has never even heard of me before. I was a new member to them. The wrong information was supplied to them by someone who had it, and that being Outten Chevrolet. The fake apology I received for this unprofessional act is not satisfying. This refund check will help me pay back the people who I needed to borrow money from to help make the two car payments within a span of 3 days.

Business

Response:

March 4, 2014

Dear [redacted],

I have read and reviewed the complaint **. [redacted] has filed. I most certainly apologize for any confusion from Outten Chevrolet processing her loan application has caused her. The attached forms all indicate the address provided is on all of our paperwork: This Includes the state motor vehicle form (MV-l), Loan Agreement form, buyer order and the membership application form from [redacted]. Also Included Is the Pennsylvania Department of Transportation updated License address change form. The loan paperwork was signed on December 14, 2013 and her first payment was due on January 13th, 2014, The processing from [redacted] was completed on December 23, 2014(also attached). [redacted] has indicated that on some occasions it takes slightly longer to get customers their first payment coupons, however, they do not charge the customer any late fees or penalties. I am not sure why it took [redacted] so long to send her the payment coupon. As you can see by my documentation, the paperwork submitted to the bank and the state all Indicate the correct address. **, [redacted] should have received her new registration card to the correct address as well. There has been no indication that the state has sent documentation to a wrong address.

As for **. [redacted]' request for Outten Chevrolet to "refund" the first payment is unwarranted. **. [redacted] was aware of the payment schedule and should have made arrangements to put the payment aside as [redacted] would eventually provide the first payment and subsequent coupons for payment. Again I apologize for any hardships this may have caused. As you can clearly see the documentation attached has the correct address and phone numbers on them. [redacted] had Indicated that they would offer forbearance on her loan. If **. [redacted] would like some assistance with that process, I would be happy to assist.

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 the business response because although apologetic, Outten has clearly neglected a few simple facts regarding the transaction, and their interactions with customers. What [redacted] has conveniently chose to omit is the credit check form, which requested previous address and place of employment. This is the form [redacted] decided to use for my account. This fact is evident when I contacted [redacted] Tuesday, February 18th 2014, where they stated all payment coupons and account information were sent to a previous address, as well as clearly stated they had no record of my current address on file. The young woman I spoke to at [redacted] even verified the previous address on file. [redacted] is mistaken when he states that I would have eventually received a payment coupon or account information. As you can see, I would never have received payment coupon, or account information if I had never called [redacted] inquiring about my account. [redacted] is also mistaken when he claims they would never charge a late fee, which in one attachment, you can clearly see they have to the sum of $9.79.

As for [redacted]’s implication that I wasn’t ready to pay my monthly statement, I was clearly ready and had funds available. This is now the second time Outten has inferred that I am one who can not pay for my purchased automobile. If I could not pay for it, and my credit history was faulty, I would not purchase it. And as for making arrangements with [redacted], attached is a copy of the inappropriate text message sent by one of Outten Chevrolet’s employees stating to “not worry” about not receiving any account information or payment coupon from [redacted]. Take notice of the time stamp on the text message; January 22nd 5:19pm. This is an unacceptable means of communication, as I am not friends with the dealer. Also, this is evidence of Outten’s fault in this situation, as their employee told me not to worry about receiving any account information way after my first payment was due.

Outten has also attached the change of address acknowledgment form upon purchasing the vehicle they scanned my ID and changed my address for me on the DMV website. Once again, having access to my old demographic history. I did receive my registration for my car however I switched insurance companies the following day. Therefore, my new insurance company would not have my previous address and would therefore not mail my registration to the wrong address.

I resent Outten’s tone and behavior through this mess. It is through the actions of it’s employees that I was under the impression my credit was ruined, they were going to repossess my car, and ridiculed by employees that I should have paid my bill which caused severe stress and anxiety. Although their apologies are warranted, and incredibly necessary, they are unacceptable.

Regards,

Review: Saw an ad from Outten advertising leas a 2014 Chevy [redacted] for $47/month for 3 yrs with $3500 down & tags & transfers & fees.On 7/19/14 we leased a 2014 Chevy [redacted] from Outten. Traded in a 1996 [redacted], plus put $5000 down. We reached an agreement in writing for $57.01/month for 3 yrs.On 7/26 Outten called us and said that the deal we made with them on 7/19 was incorrect and is prohibited by the state. They said they would issue us a check for $450 and then we would have to pay an additional $12/month on the lease for a total of $69/month for 3yrs. I said we refuse to due that. We made a deal, signed all of the paperwork and hung up. They called us back and left a message on our answering machine stating once again, a mistake was made and we have to make this new deal.On 7/30 Outten called & threatened to take the Chevy [redacted] away from us, if we did not take the new deal.On 7/31 Outten called our home & called me at work, saying if we did not take this new deal, they would come & take the car. They later called back at work and said that they would now give us a check for $900, if we make this new deal. (They also said that their financial dept made the mistake. I still do not agree. They made the deal and should have to honor it.Desired Settlement: All we would like is for the original deal be met at $57/month for 3 years.We have the advertisement, sales receipt with their signed signature.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Fri, Aug 1, 2014 at 5:53 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

I would like to inform you that after refusing to change the contract to increase any money amount, Outten finally corrected their mistake by issuing us a new contract for $56.68/month for 3 yrs, plus they issued us a check in the amount of $557.

I would like to point out, though, we were not treated very nice and I would never recommend them to anyone.

[redacted] & [redacted]