Shortly after the said mentioned customer purchased their [redacted] ***, they contacted us regarding an issue with the batteryWe 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 customerThe 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 stateWe 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 wheelsI 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 concernIt is not GM's policy to replace rims under these circumstancesIf the customer wasn't happy with the condition of the rims upon purchase, he should have expressed that sentiment at that timeAdditionally, offered a full detail ($Value) for the customer to offset their inconvenienceThe Customer refused all our offers to correct any or all of these issues.Sincerely,Joy P.Executive Manager
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 $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 seatShould the customer have brought his vehicle in for this repair we would have been able to correct the issueThe 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
September 22, Dear [redacted] ***: This letter is in regard to the customer associated with the above complaint numberSaid customer purchased a [redacted] from our dealership on December 15, On January 7, 2015, the customer reported to us that he was having an issue with his dashboard lighting and check engine lightOur standard procedure with a [redacted] is to outsource it to a [redacted] dealer for diagnosis which we did immediatelyThe [redacted] dealer replaced and programmed the transmission control module and the $1,repair was covered under warrantySimultaneously, the customer complained about a low tire light and we replaced two tire sensors during the same service visitOn 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 switchThe cost for this service was taken care of by our service department at [redacted] Penske Buick GMCSince the repairs made in January this year, we had not seen this customer's vehicle until September 1, At this time, the Customer complained about the vehicle's hesitationWe replaced the starter in his vehicle and sent it to a [redacted] dealer to have the harness replacedThe total cost for this repair was $of which the customer paid $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 inThe balance of his payoff is approximately $11,Our Pre-Owned Manager informed him that we do not payoff balances of vehicles without obtaining the actual vehicle itselfStandard procedure in this case would be to have our dealership appraise the vehicle and apply that amount to a traor if necessary, to purchase the vehicle back from the customer, if the value warrants itThe customer's expectation is to pay off his vehicle but not give us the vehicle to resellThis is not a viable optionWe 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 soGeoff P President
September 22, 2015Dear [redacted] ***:This letter is in regard to the customer associated with the above complaint numberSaid customer purchased a [redacted] from our dealership on December 15, On January 7, 2015, the customer reported to us that he was having an issue with his dashboard lighting and check engine lightOur standard procedure with a [redacted] is to outsource it to a [redacted] dealer for diagnosis which we did immediatelyThe [redacted] dealer replaced and programmed the transmission control module and the $1,repair was covered under warrantySimultaneously, the customer complained about a low tire light and we replaced two tire sensors during the same service visitOn 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 switchThe 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, At this time, the Customer complained about the vehicle's hesitationWe replaced the starter in his vehicle and sent it to a [redacted] dealer to have the harness replacedThe total cost for this repair was $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 inThe balance of his payoff is approximately $11,Our Pre-Owned Manager informed him that we do not payoff balances of vehicles without obtaining the actual vehicle itselfStandard procedure in this case would be to have our dealership appraise the vehicle and apply that amount to a traor if necessary, to purchase the vehicle back from the customer, if the value warrants itThe customer's expectation is to pay off his vehicle but not give us the vehicle to resellThis is not a viable option.We are willing to work the customer in trying to obtain another vehicle for him; however, we would need to acquire his vehicle in order to do so.Geoff PPresident
Shortly after the said mentioned customer purchased their [redacted] ***, they contacted us regarding an issue with the batteryWe offered to replace the battery, however, due to the customer's distance/location, they chose to do so on their own, to which we reimbursed them.The vehicle in question was inspected at our facility and passed all PA State Inspection standards prior to our selling the vehicle to the customerThe customer however lives in MD, where state inspection standards differ and upon the customer recognizing that after purchase, requested that we make his vehicle "inspection ready" for his stateWe refused to do so because we are not a MD State Inspection facility and it is not our obligation to accommodate the purchaser's residing state.At the same time, the customer complained about his wheelsI personally spoke to the Customer and offered to have the vehicle picked up or dropped off at our location and we would attend to the Corrosion on the rims that caused his concernIt is not GM's policy to replace rims under these circumstancesIf the customer wasn't happy with the condition of the rims upon purchase, he should have expressed that sentiment at that timeAdditionally, offered a full detail ($Value) for the customer to offset their inconvenienceThe Customer refused all our offers to correct any or all of these issues.Sincerely,Joy P.Executive Manager
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 $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 seatShould the customer have brought his vehicle in for this repair we would have been able to correct the issueThe 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
September 22, Dear [redacted] ***: This letter is in regard to the customer associated with the above complaint numberSaid customer purchased a [redacted] from our dealership on December 15, On January 7, 2015, the customer reported to us that he was having an issue with his dashboard lighting and check engine lightOur standard procedure with a [redacted] is to outsource it to a [redacted] dealer for diagnosis which we did immediatelyThe [redacted] dealer replaced and programmed the transmission control module and the $1,repair was covered under warrantySimultaneously, the customer complained about a low tire light and we replaced two tire sensors during the same service visitOn 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 switchThe cost for this service was taken care of by our service department at [redacted] Penske Buick GMCSince the repairs made in January this year, we had not seen this customer's vehicle until September 1, At this time, the Customer complained about the vehicle's hesitationWe replaced the starter in his vehicle and sent it to a [redacted] dealer to have the harness replacedThe total cost for this repair was $of which the customer paid $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 inThe balance of his payoff is approximately $11,Our Pre-Owned Manager informed him that we do not payoff balances of vehicles without obtaining the actual vehicle itselfStandard procedure in this case would be to have our dealership appraise the vehicle and apply that amount to a traor if necessary, to purchase the vehicle back from the customer, if the value warrants itThe customer's expectation is to pay off his vehicle but not give us the vehicle to resellThis is not a viable optionWe 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 soGeoff P President
September 22, 2015Dear [redacted] ***:This letter is in regard to the customer associated with the above complaint numberSaid customer purchased a [redacted] from our dealership on December 15, On January 7, 2015, the customer reported to us that he was having an issue with his dashboard lighting and check engine lightOur standard procedure with a [redacted] is to outsource it to a [redacted] dealer for diagnosis which we did immediatelyThe [redacted] dealer replaced and programmed the transmission control module and the $1,repair was covered under warrantySimultaneously, the customer complained about a low tire light and we replaced two tire sensors during the same service visitOn 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 switchThe 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, At this time, the Customer complained about the vehicle's hesitationWe replaced the starter in his vehicle and sent it to a [redacted] dealer to have the harness replacedThe total cost for this repair was $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 inThe balance of his payoff is approximately $11,Our Pre-Owned Manager informed him that we do not payoff balances of vehicles without obtaining the actual vehicle itselfStandard procedure in this case would be to have our dealership appraise the vehicle and apply that amount to a traor if necessary, to purchase the vehicle back from the customer, if the value warrants itThe customer's expectation is to pay off his vehicle but not give us the vehicle to resellThis 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