Phillips Chevrolet

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Our recommendations to address Ms [redacted] concerns on the Chevrolet Impala about the proper mileage at which to have her vehicle serviced are based on General Motors recommendations for service The oil change service is based on the on board “Oil Life Monitor” which displays in the driver information center of the vehicle as a percentage General Motors advises replacement of the oil when that percentage drops below 20%, this is typically within 5,to 6,miles of driving but will vary.We inspected the door locks on 9/15/Repair Order [redacted] the complaint was:“CUSTOMER STATES KEY FOB WAS INOP AND WOULD NOT UNLOCK THEVEHICLE CHECK AND ADVISE.”We inspected the vehicle found it operating normally with no faults evident We advised Ms [redacted] of our findings We can inspect at her convenience and we show an appointment set for 10/26/to do so.We are willing to do all that is necessary to address any concerns, as prescribed in the General Motors warranty that currently is in effect for this vehicle [redacted] Fixed Operations Director Phillips Chevrolet

I have already purchased a new battery its nice to finally see a response ***You have been ignoring me to this point My car had no start issues since the tech installed a rusty washer on the starter terminal, the battery was not getting good connection with the starter thus my no startThis resulted in another tow billMy issues lie in the fact that I paid for "professional services" and upon my spending hours and hours to track down issues on my ownI do have a degree in Auto which I can prove so this clearly isn't something I am not understandingI am very technical and am finding issue after issue with the repair There is no excuse for using any type of corroded piece of metal when talking about electricity My next issue is the fact that the car's intake was not even hooked up properly so it came disconnected and I am sucking in DIRTY unfiltered air and debris into a NEW engineNot goodA actual call would be nice if you were really interested in getting this resolvedI should not have been charged ASE mechanic rates if I am getting backyard mechanic work [redacted] *** Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

We are willing to do all that we can under the terms of the warranty to address Ms [redacted] concerns on the Chevrolet Impala We will need to have the vehicle here to inspect itI will do all I can to expedite the inspection but we will need to be able to reproduce the condition to have a reasonable expectation of finding a fault and correcting it [redacted] Fixed Operations Director Phillips Chevrolet

Our General Sales Manager, *** ***, spoke to *** *** and this situation will be resolvedIf you require any further information, please feel free to contact me at *** *** or ***@phillipschevrolet.com

Complaint: ***
I am rejecting this response because: I am
working with *** to try to resolve the matterI am attempting to collect additional information that has been requestedThe matter has not fully been resolved yetI am hoping to get it resolved in the next couple of days
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/09/01) */
We have searched our facility as well as our records and do not have Mr***'s wheels here, nor do we have record of taking possession of themWe will work with Mr*** to resolve this issue by offering options for replacement
wheelsPlease contact me if you require any further informationThank you, P*** *** Fixed Operations Manager XXX-XXX-XXXX *** ***@phillipschevrolet.com

Initial Business Response /* (1000, 6, 2015/09/15) */
Contact Name and Title: Rafat [redacted] GSM
Contact Phone: [redacted]
Contact Email: [redacted]@phillipschevrolet.com
The vehicle Mr.[redacted] wanted to test drive was a pre-trade inbound unit. Our customer purchased a new vehicle that was in...

transit so they drove their vehicle until the new vehicle arrived. When a vehicle is traded in, our CRM program automatically puts it on our website. The vehicle was available for sale; but Mr.[redacted] did not want to discuss because we made the mistake of telling him it was at our dealership. The vehicle was manually removed after we spoke to Mr.[redacted]. New procedures have been implemented so this does not happen again. We apologize for the inconvenience that was caused. If you require any further information, I can be reached at [redacted] x366 or [redacted]@phillipschevrolet.com. Sincerely, Rafat [redacted] General Sales Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is false information again. I was told by two sales personell that the vehicle was in process of coming to the dealership. The vehicle I was interested in. Mr [redacted] also told me and promised me that as soon as the vehicle arrives at the dealership would than contact me so that I can than test drive the vehicle. In the meantime waiting around to see what was going on Mr. [redacted] tried to sell me a different car of possibly the same value. Thus proving to me a bait and switch. Also, the vehicle was not on the site three days later and my wife emailed asking information. Of the vehicle and the personell called back stating it was sold a day after I went to the dealership to originally test drive the vehicle. I do not and will not accept this falsifying dales technique. If the G.M. of sales plans the owner really feel sorry for the I covienence, extra money, time and costs of me arranging a babysitter for that day they will Calle personally. My family has bought three cars from this dealersjip, but after this my family and friends will no longer be going to this dealerahip. And I also plan on calling the attorney general over this matter.

I am constantly coming to your dealership and getting my car serviced and you still can not resolve the problem. September car not locking or unlocking with key fobs . Today in october car is not locking and unlocking with key fobs. In September I came for service the next day after my car experienced this issue and you were not able to find the cause of the problem this is why I asked for an earlier appointment. So the chances are very slim that you will find the  cause of the problem 7 days later. So if that occurs I would have to wait until the car have the same issue again call you and schedule an appointment and hope this time the  problem is found and resolved. I am a working woman and I do not have time to keep bringing a car to the dealership for service every month, week, or day. I need this matter resolved. I am rejecting this response because:
Sincerely,
[redacted]

We are willing to do all that we can under the terms of the warranty to address Ms. [redacted] concerns on the 2016 Chevrolet Impala.  We will need to have the vehicle here to inspect it. I will do all I can to expedite the inspection but we will need to be able to reproduce the condition to have a reasonable expectation of finding a fault and correcting it.  [redacted]Fixed Operations Director Phillips Chevrolet

Our recommendations to address Ms. [redacted] concerns on the 2016 Chevrolet Impala about the proper mileage at which to have her vehicle serviced are based on General Motors recommendations for service.  The oil change service is based on the on board “Oil Life Monitor” which displays in the...

driver information center of the vehicle as a percentage.  General Motors advises replacement of the oil when that percentage drops below 20%, this is typically within 5,000 to 6,000 miles of normal driving but will vary.We inspected the door locks on 9/15/2016 Repair Order [redacted] the complaint was:“CUSTOMER STATES KEY FOB WAS INOP AND WOULD NOT UNLOCK THEVEHICLE CHECK AND ADVISE.”We inspected the vehicle found it operating normally with no faults evident.  We advised Ms. [redacted] of our findings.  We can inspect at her convenience and we show an appointment set for 10/26/16 to do so.We are willing to do all that is necessary to address any concerns, as prescribed in the General Motors warranty that currently is in effect for this vehicle.  [redacted]Fixed Operations Director Phillips Chevrolet

I have already purchased a new battery its nice to finally see a response [redacted]. You have been ignoring me to this point.  My car had no start issues since the tech installed a rusty washer  on the starter terminal, the battery was not getting good connection with the starter thus my no...

start. This resulted in another tow bill. My issues lie in the fact that I paid for "professional services" and upon my spending hours and hours to track down issues on my own. I do have a degree in Auto which I can prove so this clearly isn't something I am not understanding. I am very technical and am finding issue after issue with the repair.  There is no excuse for using any type of corroded piece of metal when talking about electricity.  My next issue is the fact that the car's intake was not even hooked up properly so it came disconnected and I am sucking in DIRTY unfiltered air and debris into a NEW engine. Not good. A actual call would be nice if you were really interested in getting this resolved. I should not have been charged ASE mechanic rates if I am getting backyard mechanic work.  [redacted]   Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Thank you for update. We wait to hear from you.