Patrick O'Brien Jr. Chevrolet II, Inc.

Based on the comments Mr. [redacted] replied with, I don't feel that any more explanation is needed to clarify the facts.  We advised Mr. [redacted] that a $2000 deposit was required and he asked if we could work a "payment plan" with him to collect the deposit.  Again, it's unfortunate that it took 30 days to secure the bank approval, however, as a retail business we can not "hold" a vehicle for that extended period of time to secure documents necessary for bank financing.  I'm glad Mr. [redacted] found another vehicle that he chose to purchase and wish him the best.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Upon arrival of [redacted] service visit on 6/5/17, she stated the vehicle was making a noise that she wanted checked out and also needed an oil change while here.  Our service advisor Brian had the technician diagnose the noise which was a combination of the timing chains and wheel...

bearing.  Brian advised [redacted] that the timing chain repair would be covered under the powertrain warranty and also quoted her itemized costs for all the recommended services from the technician.  [redacted] stated to Brian, "just do whatever is needed, my mom's paying for it".  Brian explained that she would still need to approve the additional services and sign the itemized repair order with the total cost of $981.  I believe [redacted] misunderstanding of the total was due to the breakdown of the original request to "fix the noise and perform an oil change" and then the additional services that [redacted] approved also.   M[redacted] authorized and signed an itemized repair order prior to any repairs being performed and before she left the dealership to go to her mother's house while the repairs were being peformed.  Our service manager, Rich L[redacted], spoke to [redacted] on 6/6/17 to address her issue.  Rich explained the itemization of the repair order and tried to understand [redacted] misunderstanding of the amount but [redacted] said she had a bad connection and eventually the call disconnected.  After multiple attempts and messages attempting to complete the conversation with [redacted] over the next 3 days, Rich requested a return call to confirm her understanding.  As of 4 p.m. 6/12/17, there has been no return call from [redacted] to put closure to her concern. 
 
Respectfully,
Jason M[redacted]
Pat O'Brien Chevrolet Westlake

The vibration concern was corrected by replacing 2 of the 4 wheels and tires from a different brand new 2017 Silverado with the same size wheels and tires.  Mr. [redacted] was provided all this information from our sales manager, service manager and finance manager all PRIOR to signing any...

documents for the new vehicle.  The tire monitor light came on after leaving the dealership because the service technician didn't "relearn" or tell the truck's computer where the new wheels were located on the vehicle.  All tires have TPMS sensors that tell the computer when the tire pressure in a vehicle has changed; in order for the computer to communicate the information correctly, the sensors have to be "learned" to the correct placement on the vehicle ie. Right rear tire, Front left tire, etc.  When Mr. [redacted] called upon leaving the dealership on his drive back to Columbus, we acknowledged this error from the technician and advised him that he could return and have it corrected which is a 15 minute fix, or he could take his truck to any ** dealership and have the tire sensors "relearned" at no charge.  Mr. [redacted]'s claim of our dealership changing the tire pressure in order to conceal the defect is absolutely false and a complete fabrication of his thinking.  Mr. [redacted] was given 1 week following the delivery of the vehicle to come back in to the dealership to have the sensors fixed and we even offered to re-write his contract to remove his trade-in from the transaction, as requested by him 3 days after delivery.  Mr. [redacted] was called on Thursday, 5 days after purchase and advised that he would have till Friday to re-write a new contract removing the trade-in and he never showed or called to confirm.  We proceeded the following Friday to have our contract funded with the lender 6 days after delivery in order to receive payment for the transaction.  Mr. [redacted] has completely fabricated the idea of changing the tire pressure instead of our actual repair of replacing 2 of the wheels to eliminate the vibration concern that he confirmed was good prior to executing the transaction.  The offer of resetting the tire sensors to the correct positions on the vehicle still stands if Mr. [redacted] chooses to return to Pat O'Brien Chevrolet for service.

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.
I am very disappointed to receive a response back from Pat O'Brien Chevrolet to my complaint that is full of false statements and absurd accusation.Pat O'Brien Chevrolet states in its response that they corrected the vibration problem that I experienced when I test drove and rejected this truck on 5/31/2017. That is a false statement because the vibration that I experienced on 5/31/2017 still exists in the truck until now.Pat O'Brien Chevrolet claims in its response that I accepted the truck before purchasing it. That is a false statement. The Truck that I accepted was misrepresented. Pat O'Brien Chevrolet let me "the consumer" test drive the truck with a tire pressure much lower than the manufacturer's recommended tire pressure. When I test drove the truck on 6/3/2017, the low tire pressure concealed the vibration defect from being detected and caused me to purchase the truck based on inaccurate and false condition. I discovered that the tire pressure was too low accidently after completing the sale and before leaving the dealership. The sales person adjusted the tire pressure. He stated that the service department forgot to adjust the tire pressure and assured me that it is nothing to worry about. It is peculiar that the service department worked only on the tires of this truck for three days trying to get rid of the vibration defect yet forgot to adjust the tire pressure to manufacturer's recommendations when they were done.Pat O'Brien Chevrolet states in its response that lowering the tire pressure theory is my fabrication. that is a false and absurd statement. All it takes is a neutral expert mechanic to drive the truck at manufacturer's recommended tire pressure and at low tire pressure to learn that lowering the tire pressure will in fact conceal the vibration defect.
Regards,
[redacted]

Hello Ms, [redacted],My name is [redacted] Sales Manager at Pat O'Brien Chevrolet in Westlake. We haven't spoken however I have worked with your boyfriend regarding his complaints. His initial complaint was that your vehicle did not have bluetooth as stated in the presentation of the vehicle. We then...

made him aware that the vehicle did in fact have bluetooth. He was upset that his music on his phone would not stream to the radio. We then showed him that with a 1/8th inch cord he could stream music to the radio from his phone. In regards to your vehicle being in an accident, based on CarFax, it is true that your vehicle was never in an accident. When your boyfriend visited the first time to voice his concerns of the vehicle being in an accident he stated that the trunk was out of line. We then both compared your trunk to that of 5 similar vehicles. We then both agreed that the trunk was not out of alignment and was in fact the way it should be. A few weeks later, your boyfriend came to show me issues in the paint with over-spray in the trunk. We opened the trunk and wiped off the wax, not over-spray, that was left over from when the vehicle was buffed prior to being sold. Your boyfriend then showed me the patch on the inside back fender inside the trunk. He said that his buddy who owns a body-shop said this patch proves the vehicle was in an accident. The patch on the inside back fender is actually part number [redacted], which is called a Deadener, RR W/H. It is there to deaden the sound over the wheel well. I have attached the schematic from General Motors depicting the location of call number 13 (the piece of metal you're referring to). As you can see, this is how the vehicle was produced from the manufacture.  If you have any more questions pertaining to your car, I would be happy to respond to you in the future.Thank you,[redacted] [redacted]Sales ManagerPat O'Brien Chevrolet Westlake440-899-8888 ext 2027[redacted][email protected]

It's extremely unfortunate that [redacted] states in her complaint "If I would have been a man, this never would have happened."  Every customer of Pat O'Brien Chevrolet is highly valued regardless of race, gender, religion etc.  I can assure everyone that being man or woman has NO relevance in how much we charge or what services we perform.   All our vehicles, parts and services are guaranteed with an up-front price.  [redacted] feels that all the services and repairs that she approved and paid for were not "itemized", however, she did agree with the service manager that she was advised of the repairs and given a dollar amount that it would cost to complete all the services.  The amount that she was quoted is what is being disputed by [redacted] because the additional services that she approved was an ADDITIONAL $300 amount over and above the original estimate when she first arrived.  The $300 something difference was for the Throttle body and Transmission services that were approved based on the Multi-Point Inspection that was performed while the vehicle was being serviced.  I sincerely apologize for any misunderstanding or communication on part of Pat O'Brien Chevrolet and would like to extend a $100 service credit for any future service performed at Pat O'Brien Chevrolet Westlake.

On October 10th, 2017, we received a credit application on-line from Mr. [redacted] applying for credit to purchase a [redacted] Silverado 2500.  We advised him that his credit score and amount of vehicle that he was applying for would most likely require an additional co-signer to have a chance at loan...

approval.  On Oct. 11th, 2017, we received another application for his co-signer, [redacted], and proceeded to submit the application to our lenders.  We received 3 negative decisions and 3 conditional decisions.  Based on Mr. [redacted]'s employment being self-employed, not receiving a W-2 for income proof, the lenders that conditioned the loan applications all requested proof of his income before any approvals would be granted.  Donnie [redacted], finance manager, spoke to Mr. [redacted] and advised him that the lender that returned the best structure for the loan (lowest interest rate and terms) required a specific form "SELF EMP-REQ SIGNED IRS 4506-T ON NICHOLAS [redacted]" to be completed before proceeding with any loan approval.  Unfortunately, we were at the mercy of the lender and customer to research and perform this investigation into the required IRS form.  We had no deposit or loan approval to "hold" a vehicle for an undetermined period of time until loan approval could be secured.  We did sell the [redacted] Silverado on Nov. 6th, 2017, 4 weeks after initial application.  On Nov. 6th, 2017, when Mr. [redacted] called Mr. [redacted] to update him on the status of the loan, he advised Mr. [redacted] that the vehicle had been sold the prior day, Mr. [redacted] took it upon himself to drive from Ashtabula to Westlake to bring the documents necessary to provide to lender for loan approval.  Mr. [redacted] advised Mr. [redacted] that once we send the requested documents to the lender we would look for another vehicle for him, and Mr. [redacted] obliged.  As of today, Nov. 9th, 2017, we have secured a loan approval based on the documentation that was provided the lender, and we are in the process of searching for an adequate replacement to the original vehicle requested.

In response to Mr. [redacted]
We have never received a complaint from Mr. [redacted] until this Revdex.com complaint.  We have tried to reach out to Mr. [redacted] to try to find out where the confusion is.  Here is what we can see happened.  On July 6th 2015 Mr. [redacted] came in for routine...

maintenance.  After performing a break inspection, we found that the rear breaks needed to be replaced.  We gave him an estimate for 396 which included all parts and labor.  This was documented on the repair order that he has a copy of.  On September 28th Mr. [redacted] came back again for maintenance and we again recommended that he replace his breaks.  This time he was quoted 375 for all parts and labor.  We have a computer program that quotes the jobs out so that we are consistent on all of our pricing.  Parts pricing can fluctuate from time to time from [redacted].  I do believe that is the case here.  I am a little confused though, we quoted him a less expensive price on his second trip.  Does he want us to charge him the higher price?
Thanks
[redacted]