Pierce, Sam Chevy

My name is [redacted] and I am the Service Director for Sam Pierce ChevroletI will be responding to your letter regarding the [redacted] complaintAt Sam Pierce Chevrolet we have a continuous improvement process that allows us to learn and grow from our owners' positive and negative commentsWe maintain one of the nation's highest Customer Service Index Score from General Motors and have for many yearsIn the rare event that we have a customer with a negative experience, we investigate promptly and communicate to our staff concerning the issueWe are always open to adapting our policies when necessary to improve our customers' experienceMs [redacted] and MrChris [redacted] presented their Chevrolet Trailblazer VIN# [redacted] for a special policy recall repair on January 22, Sam Pierce Chevrolet performed special policy recall Fuel Level Sensor Contact WearI have enclosed a copy of the campaign for your reviewWe performed a point visual inspection as required by General Motors at the time the recall was performedThe inspection gives the owner and the repair facility a quick overview of the vehicle's mechanical healthIt's similar to going to your family doctor; he or she will check your weight, height, pulse, and blood pressure to get a quick overview of your healthAs a result of that inspection we found excessively worn steering components and outer tie rod endsWe have an obligation to inform the vehicle owner of our findingsMr [redacted] and Ms [redacted] were not aware that the tie rod ends were defective and that this could lead to excessive tire wear or steering control concernsAlso Ms [redacted] asked if we would program their key less entry transmitter while we were in possession of their vehicleOur Service Advisor, Dan ***, had the technician use the scan tool to program the key less entry transmitter and at that time it was noticed that the service engine soon lamp was onWe programed the key less entry transmitter and cleared the engine code as a goodwill gesture to the customerMr [redacted] and Ms [redacted] came to Sam Pierce Chevrolet on January 24, to pick up their rental carThey were being given a rental vehicle as a courtesy while a hose was on order to complete the special policy recallDan [redacted] conducted the consultation process with Mr [redacted] and Ms [redacted] at this timeDan [redacted] showed Mr [redacted] and Ms [redacted] the defective hose and tie rod endsHe explained to them about the General Motors warranty and the advantages of having the work performed at Sam Pierce ChevroletMr [redacted] also asked about wheel bearings for the TrailblazerDan [redacted] gave a complete estimate for tie rod ends, wheel bearings and alignment for $Mr [redacted] granted Dan [redacted] permission to continue with these repairsThis verbal permission was witnessed by additional Sam Pierce Chevrolet staff member as well as Dan ***Rick C***, General Manager, asked me to come up to his office to meet with Ms [redacted] and her son Mr [redacted] on January 26, I walked into his office and saw Mr [redacted] standing with a very aggressive postureHis legs were spread apart, arms crossed and cracking his neck from left to rightMs [redacted] stated she did not authorize the repairs and they did not have the funds for the repairsI informed Ms [redacted] that Dan [redacted] stated that MrChris [redacted] approved the repairsMs [redacted] was very upset and she wanted to take the vehicle and leave with the new partsI explained to her that Sam Pierce Chevrolet cannot and will not do repairs for freeMy solution to the problem was to take the parts off and install the old parts back and not charge the owner, allowing them to take their vehicle without any monetary obligationI wanted to make them whole and diffuse the situationMrs [redacted] stated they did not have transportationI agreed to let Ms***s keep the rental for free while the new parts were removed and the original parts were put back on the vehicleMs [redacted] expressed that she wanted her vehicle fixed and the tone of the conversation changedI inquired if they would like to leave the new parts on if I marked them down to our lowest possible rate and if that would be acceptable to themI gave Ms [redacted] both options three times during our conversation; we could take the parts off for no charge or leave the new parts on the vehicle at a reduced rateMrs [redacted] agreed to leave the parts on and fully agreed to this solutionThree times I gave her the opportunity to let me take the new parts offWe had a full and complete understanding (meeting of the minds) of what was going to take place to rectify the situationI gave the discounted figure to Mr [redacted] first; he was paying the billI asked Mr [redacted] directly, "Are you ok with this and is it acceptable?" Mr [redacted] 's response was yesI then spoke to Ms [redacted] and apologized for the misunderstanding and asked her directly, "Are you ok with this and is this acceptable?' Mrs [redacted] stated yes confirming the solution was acceptableMrs [redacted] also stated that she was concerned the parts were damaged when our technician removed them from the vehicleI have enclosed General Motors Document # [redacted] Tie rod end replacement and General Motors Document # [redacted] Front Wheel Bearing Replacement for your reviewSam Pierce Chevrolet has invested countless dollars in technician training and tools to remove the above listed parts without damage to the vehicle or partsWe follow General Motors procedures and we could have put the parts back on the vehicle with no damageI interviewed Dan [redacted] on January 27, as part of our continuous improvement processI asked him who approved the repairs and Dan [redacted] informed me that MrChris [redacted] hadDan stated he gave Mr [redacted] the estimate for $and Mr [redacted] 's reply was "Sounds great, let's do it." Dan [redacted] also stated that when Ms [redacted] came to pick up their Trailblazer and the concern was made about the service invoice; Ms [redacted] would not allow Dan [redacted] to speak with MrChris [redacted] , the person that granted permission for the additional repairsI also interviewed Linda, Service Cashier, which worked on the Saturday in question and asked her about the situationShe stated as Ms [redacted] had walked out of our Dealership to get into the rental car; Dan [redacted] and Mr [redacted] where still discussing the repairsLinda witnessed Dan [redacted] giving Mr [redacted] the estimate for the repairs in the cashier area and Mr [redacted] stating, "Sounds good, let's do it," with a thumbs upI am empowered to satisfy our service guestsI always try to do what's right for our dealership guestsI gave them three chances to back out and let me put their old parts back onWe had a complete and total agreement with Ms***We received authorization from MrChris [redacted] to repair the vehicle and we performed the work in good faithSam Pierce Chevrolet worked with Ms [redacted] in good faith to solve her repair issueSam Pierce Chevrolet exhausted all our resources to satisfy Mr [redacted] and Ms***We feel this matter is closed at this time [redacted] ***