Horrible service! My car was brought in because of two recallsWe tried to contact a service person for days to find out how the car was coming a long FINALLY when we decided to complain to management , they actually began work on my cardays later I was able to pick up my carMade me wait minutes before bringing out my carMind you, during this time, not one worker asked us if we have been helped, didn't even bother with a friendly greetingWhen the gentleman pulled up with my car, my driver side window was off track and was "fixed" by a bright blue piece of plasticWhen I demanded it be fixed, because it was NOT brought in this way, they told me it would cost me at least $I drove away in tears out of such frustration from this "business"days without my vehicle, due to THEIR recalls , and a broken windowNever again will I even suggest to go to this horrible place!
** ***
I am sorry the dealership has failed to meet your expectationsFor training purposes we record the phone calls that our call center receivesI have reviewed all of the phone calls you made to the store on the 21st
of AugustI did hear that we provided you with options of other Chevrolet Dealerships that may or may not be able to get you in sooner then our day waitI also reviewed the fact that while our service team in our call center answered your calls within seconds our customer care advisors were in the middle of the morning rush and were unable to answer the phone*** our call center lead attempted to explain how busy they were. In retrospect I believe she could have done a better job explaining to you that your call would most likely not be returned until after morning rush at about amI tried calling you personally but received your voicemailI would be more then happy to discuss this with you furtherI again apologize that we did not meet your expectations and will try to help moving forward anyway I canThanks,
*** ***
General Manager
Paddock Chevrolet
716-261-
Hello ***This is ***
***Paddock Checrolet in Kenmore,NY did contact me today about the complaint that I filed against them with your companyWe did reach an agreementThey agreed to reimburse me with half of the money owed just like they had done with my daughter *** ***I greatly appreciate your assistance in this matter! Please remove my complaint from your files. Sincerely, *** ** ***
To whom it may concern:
This is in response to *** * ***"s complaint with regard to our newspaper adI have attached a copy of the ad which clearly states "drive in any trade you OWN, any year, any make, any miles, and take advantage of these lease payments. Ms*** and her husband do not own their ***, it is a lease vehicleA leased vehicle does not qualify for the ad paymentsHowever we tried to contact the company who leased them their *** but they were closed, it was a SundayWe did contact the lending institution on Monday, the following day, and they informed us they needed the customers consent to give us any information with regard to the *** leasewe called the customer and left a message, they have not called us backTom K***
New Car General Sales Manager
The consumer and I have spokenWe apologize for the confusionWe had a consumer with an e-mail address that was one digit off his e-mail addressAn individual in service captured the individuals e-mail incorrectly and when this consumer had an appointment a reminder was sentIt is now fixed
and will not happen againThanks,*** ***
General Mgr
Paddock Chevrolet
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Yes my car was repaired on 2-4-but only after contacting the Revdex.com almost a month later prior to that I called the company several times and had people tell me that they were going to look into it an stating they had no record of me bringing my car in with no return call....an only found that they had an issue getting my tire from reading it on this website, no one from the company ever communicated that to me or even called the insurance company as they said they would but soon as I make a complaint my tire shows up at the companyI am absolutely disgusted at the service I received there!
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.
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.
How do we move forward with their offer, and when do we make our selection for the *** coverRegards,
*** ***
Good afternoon *** ,
When Ms.*** arrived on January 12th, we proceeded to retrieve all the important information to order the tire for her vehicleWe checked on availability
here in our Parts Dept and we did not have that size tire in stockWe then proceeded to order from one of our tire vendors and they explained they also were out of stock of that size tireThey ordered the tire from there warehouse and they stated it could take some time to come to there location for delivery The tire has since been delivered to our locationWe have made contact with customer to arrange installation of the tire for the customer. We regret the frustration that we caused to Ms.*** and the length of time it took to repair her vehicleSincerely,
*** ***
Service Manager
Paddock Chevrolet Inc
On January 7th 2016, I received my first call from [redacted] where she explained a similar experience that she shared with you....
Stating that she bought this vehicle from Paddock almost 3 years ago and because it doesn’t rain in Georgia, she didn’t know the roof leaked. I explained to Ms. [redacted] that having purchased the vehicle over 2 years ago there wasn’t much I could do. Rather than do nothing at all, I did do some research and found two local shops located around the area in which she resides, and provided her with both the phone numbers as well as addresses, and I told her she should take it to someone who may be able to find a simple fix to help her.
While it’s hard to imagine there not being any rain in the 2 plus years of ownership, I did try to offer some assistance to her by providing a few different business located around her that may be able to offer a solution if not a fix. I would like to add that Ms. [redacted] mentioned that she has made attempts to contact me since our conversation and that I wouldn’t take her calls, I would like to state that while Ms. [redacted] may have attempted, I have not received a call nor a message from her since our initial conversation.
To Whom It May Concern, I spoke to Mr [redacted] this morning to address his concerns. We have no management records of the transaction and Mr [redacted] did...
not recall with whom he spoke with. I assured Mr [redacted] that at the time of his visit I had 12 of these trucks left in inventory That were all eventually sold to consumers and I could not understand why he would told any differently. I assured him that even though he did not recall the name of who he spoke with I would address it with our entire sales team. I also promised Mr [redacted] should he see any advertisement that interested him to call me personally and I would make sure he was taken care of. He thanked me for the call and I believe we will be helping him in the near future. Bill W[redacted]General Manager Paddock Chevrolet
This issue has been resolved. It did propose a bit of a challenge to refund the deposit, as our customer tried to send us his Credit card information in a Secure Document Message that we had to create an account to view, however, each attempt proved...
unsuccessful. After numerous daily attempts to open this secure document, we finally were able to connect with each other, and as a result we received his information verbally and we immediately processed the refund. the customer was informed of this and our business was concluded.
[redacted]
While there was no financial loss suffered by the consumer nor any negative credit score activity Paddock Chevrolet would be more then happy to send the consumer $200 as a good will gesture.
Bill W[redacted]
General Manager
To Whom it may concern,
We regret that we did not meet the level of customer service that Miss [redacted] deserved. Prior to this Revdex.com complaint e-mail we have already addressed the situation with Miss [redacted] and satisfied her...
concern. I have provided her my phone number so Miss [redacted] can contact me personally should she have any questions or concerns in the future.
Bill W[redacted]
General Mgr
Paddock Chevrolet
###-###-####
To Whom it may concern,
Paddock Chevrolet understands the importance of advertising in a way that does not contradict , confuse or call on consumers to qualify for incentives that the majority of consumers do not. As a company we are commited to following Attorney General [redacted] Guidelines to Dealer Advertising . It is our belief that we are consistent in
this philosophy in the ad in question. It is clearly noted in the heading of the advertisement that the offers are for anyone trading in a vehicle they own. We go on to mention that if you have a lease in the household you could save more. When we offered numbers to the consumer we were not able to get a payoff because there lender was closed.
We are more then happy to try to work out a transaction that works for everyone but the fact is the consumer has NEVER returne our calls to get them back into the store to get the numbers we needed. There lender will not allow us to get the info without them present. My General Sales manager has called the consumer in my presence several times and we are still waiting for the consumers response. Based on our A+ rating we hope we have proved that we are willing to work with consumers and come to resolutions whenever possible. We welcome the opportunity to do that in this case.
Bill W[redacted]
General Manager
###-###-####
Mr [redacted],
On behalf of the entire Paddock Team I am sorry that we did a poor job providing you the customer service you deserve. We are in a very difficult period with all of the pending recalls and
are working everyday to...
navigate through this as best as possible. No matter how busy there is no excuse and we are striving to firm up all of our processes. There are a couple of your concerns
that may not be as accurate as you believe. First, the shuttle van you saw was our extra van and was not in use that night . Had it been we certainly would have used it and had we had available personnel
to drive it we would have. We are also providing our consumers with a 27 point inspection of each of the vehicles . I consistently review our pricing verse our competitors and am very comfortable with our pricing.
I am confident after looking at my technicians report that our recommendations were accurate. I can not speak for what another shop did or did not do. In conclusion [redacted], our Customer Care Director offered an apology
and 3 free oil changes. This is a retail value of over one hundred dollars. The free oil changes are in our system so you can come in at anytime for your free oil changes and the offer will be acknowledged and accepted.
There is no need for any coupon . I am available at ###-###-#### should you have any further concerns.
THIS CUSTOMER HAD SERVICE DONE ON 4/29/14 (ATTACHED) AND PAID WITH A CHECK...
(ATTACHED) THIS CHECK WAS PUT THROUGH OUR EZ CHECK PROCESS WHICH GUARANTEES THE CHECK TO US ( ATTACHED). I AM NOT SURE WHY HE THINKS HE GAVE US A DEBIT CARD? THIS CHECK WAS RETURNED NSF TO OUR EZ CHECK SERVICE WHO INTURN WILL REDEPOSIT, IF STILL NSF THEN SEND TO A COLLECTION AGENCY. IT IS OUT OF OUR HANDS AFTER WE PUT THE CHECK THOUGH THE EZ CHECK SYSTEM. WE FEEL THAT ALL WAS IN THE NORMAL COURSE OF BUSINESS TRANSACTIONS. IF YOU HAVE ANY OTHER QUESTIONS PLEASE CALL ME AT ###-###-####.
Consumer called into the Revdex.com with clarification. He stated that he would like an apology and for the company to revise their policies. He received no call from Paddock to let him know the card did not go through.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.They have not called or left a message with my husband [redacted]. And the ad which I also sent to Revdex.com, states have a lease save even more. This is obviously false advertising. And my matter will not be resolved until that claim is met by Revdex.com or legal representation.
Regards,
[redacted]
To Whom It may Concern.
I'd like to apologize on behalf of myself and the Paddock Chevrolet team for failing to meet the [redacted] expectations. It is never our intent to have an unsatisfied consumer. There are however some factual items that need to be addressed. First, [redacted] as well as Paddock Chevrolet offer incentives at time of delivery, not time of sale. When an individual chooses to order a vehicle rather then take it out of stock they are explained this and must understand that any rebates or promotions are subject to time of delivery . Paddock Chevrolet cannot predict or assume issues that will slow down production of a vehicle. Conditions such as weather or labor issues or even parts delays can and do happen and can and do effect delivery times. The [redacted] purchased a vehicle under the ** Employee pricing parameters . They were given the absolute best price available for there new [redacted]. With this pricing they would not have qualified for our November promotion as it was not compatible with Employee pricing per the UAW negotiated guidelines. In addition we had an offer in the market place that offered special discounts on certain vehicles and they did not include the [redacted]. . I am not ignoring the fact that there was lack of communication on our part and although it would not have gotten the vehicle here any sooner I understand it would have explained the situation better and that would have been what I expected our team to accomplish. I would be more then happy to split the cost of a new [redacted] Cover with the [redacted] as a good faith gesture.
Bill W[redacted]
General Manager
Paddock Chevrolet
Horrible service! My car was brought in because of two recallsWe tried to contact a service person for days to find out how the car was coming a long FINALLY when we decided to complain to management , they actually began work on my cardays later I was able to pick up my carMade me wait minutes before bringing out my carMind you, during this time, not one worker asked us if we have been helped, didn't even bother with a friendly greetingWhen the gentleman pulled up with my car, my driver side window was off track and was "fixed" by a bright blue piece of plasticWhen I demanded it be fixed, because it was NOT brought in this way, they told me it would cost me at least $I drove away in tears out of such frustration from this "business"days without my vehicle, due to THEIR recalls , and a broken windowNever again will I even suggest to go to this horrible place!
** ***
I am sorry the dealership has failed to meet your expectationsFor training purposes we record the phone calls that our call center receivesI have reviewed all of the phone calls you made to the store on the 21st
of AugustI did hear that we provided you with options of other Chevrolet Dealerships that may or may not be able to get you in sooner then our day waitI also reviewed the fact that while our service team in our call center answered your calls within seconds our customer care advisors were in the middle of the morning rush and were unable to answer the phone*** our call center lead attempted to explain how busy they were. In retrospect I believe she could have done a better job explaining to you that your call would most likely not be returned until after morning rush at about amI tried calling you personally but received your voicemailI would be more then happy to discuss this with you furtherI again apologize that we did not meet your expectations and will try to help moving forward anyway I canThanks,
*** ***
General Manager
Paddock Chevrolet
716-261-
Hello ***This is ***
***Paddock Checrolet in Kenmore,NY did contact me today about the complaint that I filed against them with your companyWe did reach an agreementThey agreed to reimburse me with half of the money owed just like they had done with my daughter *** ***I greatly appreciate your assistance in this matter! Please remove my complaint from your files. Sincerely, *** ** ***
To whom it may concern:
This is in response to *** * ***"s complaint with regard to our newspaper adI have attached a copy of the ad which clearly states "drive in any trade you OWN, any year, any make, any miles, and take advantage of these lease payments. Ms*** and her husband do not own their ***, it is a lease vehicleA leased vehicle does not qualify for the ad paymentsHowever we tried to contact the company who leased them their *** but they were closed, it was a SundayWe did contact the lending institution on Monday, the following day, and they informed us they needed the customers consent to give us any information with regard to the *** leasewe called the customer and left a message, they have not called us backTom K***
New Car General Sales Manager
The consumer and I have spokenWe apologize for the confusionWe had a consumer with an e-mail address that was one digit off his e-mail addressAn individual in service captured the individuals e-mail incorrectly and when this consumer had an appointment a reminder was sentIt is now fixed
and will not happen againThanks,*** ***
General Mgr
Paddock Chevrolet
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Yes my car was repaired on 2-4-but only after contacting the Revdex.com almost a month later prior to that I called the company several times and had people tell me that they were going to look into it an stating they had no record of me bringing my car in with no return call....an only found that they had an issue getting my tire from reading it on this website, no one from the company ever communicated that to me or even called the insurance company as they said they would but soon as I make a complaint my tire shows up at the companyI am absolutely disgusted at the service I received there!
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.
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.
How do we move forward with their offer, and when do we make our selection for the *** coverRegards,
*** ***
Good afternoon *** ,
When Ms.*** arrived on January 12th, we proceeded to retrieve all the important information to order the tire for her vehicleWe checked on availability
here in our Parts Dept and we did not have that size tire in stockWe then proceeded to order from one of our tire vendors and they explained they also were out of stock of that size tireThey ordered the tire from there warehouse and they stated it could take some time to come to there location for delivery The tire has since been delivered to our locationWe have made contact with customer to arrange installation of the tire for the customer. We regret the frustration that we caused to Ms.*** and the length of time it took to repair her vehicleSincerely,
*** ***
Service Manager
Paddock Chevrolet Inc
On January 7th 2016, I received my first call from [redacted] where she explained a similar experience that she shared with you....
Stating that she bought this vehicle from Paddock almost 3 years ago and because it doesn’t rain in Georgia, she didn’t know the roof leaked. I explained to Ms. [redacted] that having purchased the vehicle over 2 years ago there wasn’t much I could do. Rather than do nothing at all, I did do some research and found two local shops located around the area in which she resides, and provided her with both the phone numbers as well as addresses, and I told her she should take it to someone who may be able to find a simple fix to help her.
While it’s hard to imagine there not being any rain in the 2 plus years of ownership, I did try to offer some assistance to her by providing a few different business located around her that may be able to offer a solution if not a fix. I would like to add that Ms. [redacted] mentioned that she has made attempts to contact me since our conversation and that I wouldn’t take her calls, I would like to state that while Ms. [redacted] may have attempted, I have not received a call nor a message from her since our initial conversation.
To Whom It May Concern, I spoke to Mr [redacted] this morning to address his concerns. We have no management records of the transaction and Mr [redacted] did...
not recall with whom he spoke with. I assured Mr [redacted] that at the time of his visit I had 12 of these trucks left in inventory That were all eventually sold to consumers and I could not understand why he would told any differently. I assured him that even though he did not recall the name of who he spoke with I would address it with our entire sales team. I also promised Mr [redacted] should he see any advertisement that interested him to call me personally and I would make sure he was taken care of. He thanked me for the call and I believe we will be helping him in the near future. Bill W[redacted]General Manager Paddock Chevrolet
This issue has been resolved. It did propose a bit of a challenge to refund the deposit, as our customer tried to send us his Credit card information in a Secure Document Message that we had to create an account to view, however, each attempt proved...
unsuccessful. After numerous daily attempts to open this secure document, we finally were able to connect with each other, and as a result we received his information verbally and we immediately processed the refund. the customer was informed of this and our business was concluded.
[redacted]
While there was no financial loss suffered by the consumer nor any negative credit score activity Paddock Chevrolet would be more then happy to send the consumer $200 as a good will gesture.
Bill W[redacted]
General Manager
To Whom it may concern,
We regret that we did not meet the level of customer service that Miss [redacted] deserved. Prior to this Revdex.com complaint e-mail we have already addressed the situation with Miss [redacted] and satisfied her...
concern. I have provided her my phone number so Miss [redacted] can contact me personally should she have any questions or concerns in the future.
Bill W[redacted]
General Mgr
Paddock Chevrolet
###-###-####
To Whom it may concern,
Paddock Chevrolet understands the importance of advertising in a way that does not contradict , confuse or call on consumers to qualify for incentives that the majority of consumers do not. As a company we are commited to following Attorney General [redacted] Guidelines to Dealer Advertising . It is our belief that we are consistent in
this philosophy in the ad in question. It is clearly noted in the heading of the advertisement that the offers are for anyone trading in a vehicle they own. We go on to mention that if you have a lease in the household you could save more. When we offered numbers to the consumer we were not able to get a payoff because there lender was closed.
We are more then happy to try to work out a transaction that works for everyone but the fact is the consumer has NEVER returne our calls to get them back into the store to get the numbers we needed. There lender will not allow us to get the info without them present. My General Sales manager has called the consumer in my presence several times and we are still waiting for the consumers response. Based on our A+ rating we hope we have proved that we are willing to work with consumers and come to resolutions whenever possible. We welcome the opportunity to do that in this case.
Bill W[redacted]
General Manager
###-###-####
Mr [redacted],
On behalf of the entire Paddock Team I am sorry that we did a poor job providing you the customer service you deserve. We are in a very difficult period with all of the pending recalls and
are working everyday to...
navigate through this as best as possible. No matter how busy there is no excuse and we are striving to firm up all of our processes. There are a couple of your concerns
that may not be as accurate as you believe. First, the shuttle van you saw was our extra van and was not in use that night . Had it been we certainly would have used it and had we had available personnel
to drive it we would have. We are also providing our consumers with a 27 point inspection of each of the vehicles . I consistently review our pricing verse our competitors and am very comfortable with our pricing.
I am confident after looking at my technicians report that our recommendations were accurate. I can not speak for what another shop did or did not do. In conclusion [redacted], our Customer Care Director offered an apology
and 3 free oil changes. This is a retail value of over one hundred dollars. The free oil changes are in our system so you can come in at anytime for your free oil changes and the offer will be acknowledged and accepted.
There is no need for any coupon . I am available at ###-###-#### should you have any further concerns.
[redacted]
General Manager
THIS CUSTOMER HAD SERVICE DONE ON 4/29/14 (ATTACHED) AND PAID WITH A CHECK...
(ATTACHED) THIS CHECK WAS PUT THROUGH OUR EZ CHECK PROCESS WHICH GUARANTEES THE CHECK TO US ( ATTACHED). I AM NOT SURE WHY HE THINKS HE GAVE US A DEBIT CARD? THIS CHECK WAS RETURNED NSF TO OUR EZ CHECK SERVICE WHO INTURN WILL REDEPOSIT, IF STILL NSF THEN SEND TO A COLLECTION AGENCY. IT IS OUT OF OUR HANDS AFTER WE PUT THE CHECK THOUGH THE EZ CHECK SYSTEM. WE FEEL THAT ALL WAS IN THE NORMAL COURSE OF BUSINESS TRANSACTIONS. IF YOU HAVE ANY OTHER QUESTIONS PLEASE CALL ME AT ###-###-####.
[redacted]
CONTROLLER-PADDOCK CHEVROLET
Consumer called into the Revdex.com with clarification. He stated that he would like an apology and for the company to revise their policies. He received no call from Paddock to let him know the card did not go through.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.They have not called or left a message with my husband [redacted]. And the ad which I also sent to Revdex.com, states have a lease save even more. This is obviously false advertising. And my matter will not be resolved until that claim is met by Revdex.com or legal representation.
Regards,
[redacted]
To Whom It may Concern.
I'd like to apologize on behalf of myself and the Paddock Chevrolet team for failing to meet the [redacted] expectations. It is never our intent to have an unsatisfied consumer. There are however some factual items that need to be addressed. First, [redacted] as well as Paddock Chevrolet offer incentives at time of delivery, not time of sale. When an individual chooses to order a vehicle rather then take it out of stock they are explained this and must understand that any rebates or promotions are subject to time of delivery . Paddock Chevrolet cannot predict or assume issues that will slow down production of a vehicle. Conditions such as weather or labor issues or even parts delays can and do happen and can and do effect delivery times. The [redacted] purchased a vehicle under the ** Employee pricing parameters . They were given the absolute best price available for there new [redacted]. With this pricing they would not have qualified for our November promotion as it was not compatible with Employee pricing per the UAW negotiated guidelines. In addition we had an offer in the market place that offered special discounts on certain vehicles and they did not include the [redacted]. . I am not ignoring the fact that there was lack of communication on our part and although it would not have gotten the vehicle here any sooner I understand it would have explained the situation better and that would have been what I expected our team to accomplish. I would be more then happy to split the cost of a new [redacted] Cover with the [redacted] as a good faith gesture.
Bill W[redacted]
General Manager
Paddock Chevrolet