Pete's Water & Sewer Inc

Hello, When the customer purchased the Cruze from Jack Maxton Chevrolet, she had an eta on when she was going back to work. The Pre-Owned Manager and Finance Manager started the finance process with that estimate.  Soon after, the return to work date changed. We asked for a new letter with...

the new return date. Unfortunately, that letter was not provided by the customer.  The customer brought the Cruze back this week to return it. Thank you, Heather T[redacted] Web Marketing Director  Jack Maxton Chevrolet700 E. Dublin-Granville RoadColumbus, OH 43229###-###-####, Ext. [redacted] ###-###-#### Fax [redacted]

Programming the remote cannot affect the actuators.  The actuator is inside of her drivers door.  We simply programmed the transmitter to talk to the actuators.  As she states the rear doors work fine.  The passenger door does not work at all and the drivers door actuator is very...

sluggish.  These issues were not caused by us.  I am sure if she takes her car to a Chevrolet dealer in her area and explains what we did and the issues she is having now they will confirm the reprogramming isn't the cause.

Attached is a copy of the service contract purchased by [redacted].  This vehicle has not been into our dealership since 6/8/2015.  The extended warranty purchased is in effect until 8/28/2017 as long as the miles are below 75,000.  The customer can take this vehicle to any...

[redacted] dealer and present the contract.  The customer will be responsible for any check out fees until it is deemed to be a covered repair under the service contract.  If the customer is in [redacted] I would be happy to assist in getting the repair done.  The service contract company needs to be contacted by the repair facility prior to any repairs being made.

Thank you for reaching back out to us. At Jack Maxton we strive for excellent customer service. With that in mind, we met with you and discussed your desire to purchase the Tahoe. We were given the impression that the most important factor in the purchase was getting the lowest monthly payment...

possible. We certainly respect that. And to that end we felt you had two options: [redacted] and [redacted]. Being self-employed, [redacted] required 3 months of bank statements.  Because enough funds hadn't been deposited into the bank account, unfortunately, the bank statements did not meet the requirements.  [redacted] did not require any income verification. However, we stayed in touch with [redacted] trying to work out a solution. Some miscommunication happened when you were talking to different [redacted] Representative than we were. Regrettably, the agents were not sharing the same information. In any case, after submitting additional qualifying information to [redacted], we received the final terms.  They were at a lower rate but you were only approved for a 48 month term. [redacted] approved you for 72 months with a lower payment. Therefore, the financing was submitted through [redacted].  We apologize for any missteps which may have caused you any dissatisfaction. We hope the enclosed Complete Vehicle Detail and 2 Oil Changes makes up in part for this.   It was a pleasure working with you. If we can ever be of service to you again, please don't hesitate to contact us.

Please review this recording of the phone call when we set the appointment.Although we did sound optimistic that her issue would be covered, at the endof the conversation we did advise her of the $96.00 charge.  I will alsosend you in a separate email a copy of the repair order where she...

initialedfor the $96.00 check out fee.  If her issue would have been covered by thespecial coverage the $96.00 would not have applied.Sincerely,Tim H[redacted]

I am sorry to hear that Mrs. [redacted] has had an issue with our billing.  I have contacted her and refunded the $110.00 plus tax.

Our customer is welcome to call and make an appointment with Eric Davis to bring his vehicle back to look at the transmission issues as parts of the transmission may be covered under a warranty. Depending on the pieces that need serviced, the repair may result in a charge to the customer if needed. The diagnostic is free.

After researching this complaint we have learned that there was definitely an error on our part and we apologize profusely to Ms. [redacted]. We are absolutely willing to refund the cost of the warranty plus tax, which looks to be $936.25. Let me know where I need to send the check to.Thank you for...

your timeAmanda M[redacted]

At Jack Maxton Chevrolet, we try very hard to make sure every customer is happy with their entire experience. Although a warranty is recommended by our finance director, at the time of purchase, Jerome decided against any kind of warranty for his 2006 Impala. Unfortunately, shortly after purchasing...

the vehicle, the check engine light came on. He called his Sales Specialist and explained what the car was doing. His Sales Specialist told him to bring the vehicle in to be serviced. His Sales Specialist was in constant communication with him through texts providing details about the services being performed. (Text Messages are documented and can be provided.) His Sales Specialist explained that we performed the work per our diagnostic trouble codes in the computer. Our customer is welcome to call his Sales Specialist to set an appointment to bring his vehicle back. Jack Maxton Chevrolet is willing to look at the vehicle again to address the service issues first communicated by the customer. The service department will again be looking at the diagnostics and will be servicing the vehicle per trouble codes only.Thank you.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Unfortunately, the transmission is giving me trouble again. I hoped the repair they performed in August would have lasted longer. I would like them to look at it again, and if it can't be repaired economically, then would they please work with me on a trade.

I reviewed the response made by the business in reference to complaint ID 11027087, and find the resolution is satisfactory to me.

The consumer spoke to the used car director, Jason, and agreed to reimburse him $300 for the air condenser replacement. We also offered him a free oil change.

I am rejecting this response because: While the response from the business seems to say a lot, it actually says nothing. If, the needed work done is covered by the warranty, if the dealership accepts it, if the service company accepts that. This is a lot of "ifs", but not much more.Taking the truck in to have work done, only to find that nothing is covered would be a shock. At the time we purchased the warranty, we were told it was a GM warranty, covered by GM, good at any dealership, and covered anything bumper to bumper. That seems pretty simple.I think a fair solution and resolution requires something different than what's proposed. Regards,
[redacted]

Jack Maxton Chevrolet had no...

knowledge of there being issues with the 1967 Camaro before the customer purchased the vehicle. When the vehicle was purchased, the customer signed an “As-Is” and “Nothing-Owed” document. (Please see attached.) As a goodwill gesture, the customer can bring us the motor and we’ll fix it; if the customer is willing to split the bill 50/50. When the motor is fixed, the customer can pick it up at Jack Maxton Chevrolet.

Dan G[redacted], Service Manager, was able to take a look at this case. He mentioned when servicing the vehicle, all rotors and brakes were replaced with new parts. At the customer’s convenience, he would like to setup a time for the customer to come for an inspection on brakes and rotors to see where the...

noise is deriving from. The customer can reach Dan at ###-###-#### Ext: [redacted]. If needed, the Repair Order Details from the last visit are attached.

Thank you for the opportunity to address our customer's concerns. At Jack Maxton, where we are home of the best doggone deals, we want all of our customers to be happy with their purchase. Ms. [redacted] visited our dealership and chose to purchase one of our certified pre-owned vehicles. All of our...

certified pre-owned vehicles come with: 2-YEAR/24,000-MILE1 CPO SCHEDULED MAINTENANCE PLAN 12-MONTH/12,000-MILE2 BUMPER-TO-BUMPER WARRANTY POWERTRAIN LIMITED WARRANTY 172-POINT VEHICLE INSPECTION AND RECONDITIONING PROCESS 3-DAY/150-MILE SATISFACTION GUARANTEE VEHICLE HISTORY REPORT  After her purchase she returned to our dealership where our Service Department was happy to go on multiple test drives with her to try to determine what, if any, difficulties the car might be having. The results of the test drive are as follows: A.      Brakes Grinding – Customer concern could not be duplicated B.      Burning Smell – Checked for leaks – No abnormal smells at this time C.      Car Hesitates – No problem found D.      Belt Noises – Not duplicated at this time E.       Wind Noise at freeway speeds on driver’s side – no wind noise heard on test drive F.       Engine noise at Idle – replaced Water Pump G.     Squeak sound from steering wheel on turns – no problem found  Please let her know that at this time, we are offering to replace the brakes as a goodwill gesture and a means of resolving the dispute once and for all. Please let us know if she accepts our offer. Thank you.