Penske Buick GMC Trucks, Inc.

October 23, 2017Dear *** ***,Please find attached email correspondence reflecting a $refund given to customer upon notification of their complaint.This confirms customer is now completely satisfied.Please let me know if you need any additional information.Thank you!Joy PExecutive
Manager/Service Director

[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,
*** ***

October 13, 2015Dear *** ***:In response to the counter-complaint from customer #***, we continue to stand by our previous response of September 22, 2015.In reiterating the contents of that letter, we monetarily covered all service concerns for the customer, while also providing complimentary temporary transportation until all issues were resolved.Once again, we are willing to work with the customer in trying to obtain another vehicle for them; however, we would need to acquire their vehicle in order to do soWe are willing to buy the customer's vehicle at market wholesale value and any negative equity would be the responsibility of the customerOr the customer can trade the vehicle to another dealership and the seller can pay off the balance.In conclusion, we've offered the customer several viable options for resolving their current request that have been fair and reasonableWe've had multiple conversations with the customer and at this time we have exhausted all possible solutions.Thank you for your attention to this matter.Geoff P*** President

October 13, Dear *** ***:
In response to the counter-complaint from customer #***, we continue to stand by our previous response of September 22, In reiterating the contents of that letter, we monetarily covered all service concerns for the customer, while also providing complimentary temporary transportation until all issues were resolvedOnce again, we are willing to work with the customer in trying to obtain another vehicle for them; however, we would need to acquire their vehicle in order to do soWe are willing to buy the customer's vehicle at market wholesale value and any negative equity would be the responsibility of the customerOr the customer can trade the vehicle to another dealership and the seller can pay off the balanceIn conclusion, we've offered the customer several viable options for resolving their current request that have been fair and reasonableWe've had multiple conversations with the customer and at this time we have exhausted all possible solutionsThank you for your attention to this matterGeoff P*** President

[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:
The Dealer's claims are
Regards,
*** ***

September 22, 2015Dear [redacted]:This letter is in regard to the customer associated with the above complaint number. Said customer purchased a 2007 [redacted] from our dealership on December 15, 2014. On January 7, 2015, the customer reported to us that he was having an issue with his dashboard...

lighting and check engine light. Our standard procedure with a [redacted] is to outsource it to a [redacted] dealer for diagnosis which we did immediately. The [redacted] dealer replaced and programmed the transmission control module and the $1,056.30 repair was covered under warranty. Simultaneously, the customer complained about a low tire light and we replaced two tire sensors during the same service visit. On January 22, 2015, the customer complained about an additional issue with his blower and dash lights again and we proceeded to send the vehicle to the [redacted] dealer where they replaced the ignition switch. The cost for this service was taken care of by our service department at [redacted] Penske Buick GMC.Since the repairs made in January this year, we had not seen this customer's vehicle until September 1, 2015. At this time, the Customer complained about the vehicle's hesitation. We replaced the starter in his vehicle and sent it to a [redacted] dealer to have the harness replaced. The total cost for this repair was $690.46 of which the customer paid $77.53.On the customer's recent visit of September 1st, the customer approached our Pre-Owned Sales Manager and requested that we pay off the balance of his vehicle so that he can take it elsewhere and trade it in. The balance of his payoff is approximately $11,900.00. Our Pre-Owned Manager informed him that we do not payoff balances of vehicles without obtaining the actual vehicle itself. Standard procedure in this case would be to have our dealership appraise the vehicle and apply that amount to a trade-in or if necessary, to purchase the vehicle back from the customer, if the value warrants it. The customer's expectation is to pay off his vehicle but not give us the vehicle to resell. This is not a viable option.We are willing to work the customer in trying to obtain another vehicle for him; however, we would need to acquire his vehicle in order to do so.Geoff PPresident

September 26, 2016in response to your [redacted]'s rejection of our response:Please note that the offer made by [redacted] to the customer to bring said vehicle into our dealership to diagnose (free of charge...please see enclosed GM Letter) and correct hiscomplaint was made in the presence of the General Manager, Victor P[redacted] and Pre-Owned Sales Manager, Glenn J[redacted].All above-mentioned parties recall the attempt to plea to the customer (via telephone) to either bring the vehicle to our location, at which time we would give him a complimentary detail (a $150.00 value) for his inconvenience OR to take the vehicle to his local dealership inhis area) and we would reimburse him for the cleanup of the rim corrosion causing his tire leakage.Per the enclosed GM Documentation, we were and are complying with General Motors' Repair Specifications to clean and resurface the wheel bead seat. Should the customer have brought his vehicle in for this repair we would have been able to correct the issue. The customer refused to allow us to address his concern and instead chose (of his own accord) to replace the rims.Once again, the vehicle passed CPO and PA State Inspection standards prior to resale.Sincerely,Executive Manager

Shortly after the said mentioned customer purchased their 2013 [redacted], they contacted us regarding an issue with the battery. We offered to replace the battery, however, due to the customer's distance/location, they chose to do so on their own, to which we reimbursed them.The vehicle in question...

was inspected at our facility and passed all PA State Inspection standards prior to our selling the vehicle to the customer. The customer however lives in MD, where state inspection standards differ and upon the customer recognizing that after purchase, requested that we make his vehicle "inspection ready" for his state. We refused to do so because we are not a MD State Inspection facility and it is not our obligation to accommodate the purchaser's residing state.At the same time, the customer complained about his wheels. I personally spoke to the Customer and offered to have the vehicle picked up or dropped off at our location and we would attend to the Corrosion on the rims that caused his concern. It is not GM's policy to replace rims under these circumstances. If the customer wasn't happy with the condition of the rims upon purchase, he should have expressed that sentiment at that time. Additionally, offered a full detail ($150.00 Value) for the customer to offset their inconvenience. The Customer refused all our offers to correct any or all of these issues.Sincerely,Joy P.Executive Manager

September 22, 2015
Dear [redacted]:
This letter is in regard to the customer associated with the above complaint number. Said customer purchased a 2007 [redacted] from our dealership on December 15, 2014. On January 7, 2015, the customer reported to us that he was having an issue...

with his dashboard lighting and check engine light. Our standard procedure with a [redacted] is to outsource it to a [redacted] dealer for diagnosis which we did immediately. The [redacted] dealer replaced and programmed the transmission control module and the $1,056.30 repair was covered under warranty. Simultaneously, the customer complained about a low tire light and we replaced two tire sensors during the same service visit. On January 22, 2015, the customer complained about an additional issue with his blower and dash lights again and we proceeded to send the vehicle to the [redacted] dealer where they replaced the ignition switch. The cost for this service was taken care of by our service department at [redacted] Penske Buick GMC.
Since the repairs made in January this year, we had not seen this customer's vehicle until September 1, 2015. At this time, the Customer complained about the vehicle's hesitation. We replaced the starter in his vehicle and sent it to a [redacted] dealer to have the harness replaced. The total cost for this repair was $690.46 of which the customer paid $77.53.
On the customer's recent visit of September 1st, the customer approached our Pre-Owned Sales Manager and requested that we pay off the balance of his vehicle so that he can take it elsewhere and trade it in. The balance of his payoff is approximately $11,900.00. Our Pre-Owned Manager informed him that we do not payoff balances of vehicles without obtaining the actual vehicle itself. Standard procedure in this case would be to have our dealership appraise the vehicle and apply that amount to a trade-in or if necessary, to purchase the vehicle back from the customer, if the value warrants it. The customer's expectation is to pay off his vehicle but not give us the vehicle to resell. This is not a viable option.
We are willing to work the customer in trying to obtain another vehicle for him; however, we would need to acquire his vehicle in order to do so.
Geoff P
President

[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: they have not been in contact with me.I feel its just s matter of time before its getting worked on again.I was the only one to contact them. The only time I contacted them was when there was a problem with vehicle.I have not heard from them at all. Whether they have found a new vehicle or they're still looking. As of right now I'm at a loss of what to do next.
Regards,
[redacted]