Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The estimate that was given to us, was for $plus for the tie rods and $plus for the wheel bearings, this estimate was not with taxes included, I wrote these down after leaving the dealership This estimate was given verbally and nothing written down My exact words to Mr [redacted] was that we would get back with them I have a mechanic who does all of our work, which after this incident, we went to and he said we still got hosed on the prices that they charged I did not ask for their point inspection I did not trust this dealership when we dropped the truck off over there, they never were able to fix my parent's Impala SS My son, [redacted] was called over there to help pay for the bogus bill, after they threatened to put a mechanics lean on the vehicle We were stuck with no alternative but to pay their bill All of the mechanics that I have talked to over this situation, said most of these parts after taken off, could not be used again They also would have had to align the vehicle again after putting the old parts back on, and probably would have charged us for that, because they said in their response the will do nothing for free I do not feel this is closed, they can, and feel free to be crooked to any others that they can Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The estimate that was given to us, was for $700.00 plus for the tie rods and $400.00 plus for the wheel bearings, this estimate was not with taxes included, I wrote these down after leaving the dealership. This estimate was given verbally and nothing written down. My exact words to Mr [redacted] was that we would get back with them. I have a mechanic who does all of our work, which after this incident, we went to and he said we still got hosed on the prices that they charged. I did not ask for their 27 point inspection. I did not trust this dealership when we dropped the truck off over there, they never were able to fix my parent's Impala SS. My son, [redacted] was called over there to help pay for the bogus bill, after they threatened to put a mechanics lean on the vehicle. We were stuck with no alternative but to pay their bill. All of the mechanics that I have talked to over this situation, said most of these parts after taken off, could not be used again. They also would have had to align the vehicle again after putting the old parts back on, and probably would have charged us for that, because they said in their response the will do nothing for free. I do not feel this is closed, they can, and feel free to be crooked to any others that they can.
Regards,
[redacted]
My name is [redacted] and I am the Service Director for Sam Pierce Chevrolet. I will be responding to your letter regarding the [redacted] complaint. At Sam...
Pierce Chevrolet we have a continuous improvement process that allows us to learn and grow from our owners' positive and negative comments. We maintain one of the nation's highest Customer Service Index Score from General Motors and have for many years. In the rare event that we have a customer with a negative experience, we investigate promptly and communicate to our staff concerning the issue. We are always open to adapting our policies when necessary to improve our customers' experience. Ms. [redacted] and Mr. Chris [redacted] presented their 2007 Chevrolet Trailblazer VIN# [redacted] for a special policy recall repair on January 22, 2015. Sam Pierce Chevrolet performed special policy recall 10054 Fuel Level Sensor Contact Wear. I have enclosed a copy of the campaign for your review. We performed a 27 point visual inspection as required by General Motors at the time the recall was performed. The inspection gives the owner and the repair facility a quick overview of the vehicle's mechanical health. It'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 health. As a result of that inspection we found excessively worn steering components and outer tie rod ends. We have an obligation to inform the vehicle owner of our findings. Mr. [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 concerns. Also Ms. [redacted] asked if we would program their key less entry transmitter while we were in possession of their vehicle. Our Service Advisor, Dan [redacted], 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 on. We programed the key less entry transmitter and cleared the engine code as a goodwill gesture to the customer.
Mr. [redacted] and Ms. [redacted] came to Sam Pierce Chevrolet on January 24, 2015 to pick up their rental car. They were being given a rental vehicle as a courtesy while a hose was on order to complete the special policy recall. Dan [redacted] conducted the consultation process with Mr. [redacted] and Ms. [redacted] at this time. Dan [redacted] showed Mr. [redacted] and Ms. [redacted] the defective hose and tie rod ends. He explained to them about the General Motors warranty and the advantages of having the work performed at Sam Pierce Chevrolet. Mr. [redacted] also asked about wheel bearings for the Trailblazer. Dan [redacted] gave a complete estimate for tie rod ends, wheel bearings and alignment for $1032.00. Mr. [redacted] granted Dan [redacted] permission to continue with these repairs. This verbal permission was witnessed by additional Sam Pierce Chevrolet staff member as well as Dan [redacted].
Rick C[redacted], General Manager, asked me to come up to his office to meet with Ms. [redacted] and her son Mr. [redacted] on January 26, 2015. I walked into his office and saw Mr. [redacted] standing with a very aggressive posture. His legs were spread apart, arms crossed and cracking his neck from left to right. Ms. [redacted] stated she did not authorize the repairs and they did not have the funds for the repairs. I informed Ms. [redacted] that Dan [redacted] stated that Mr. Chris [redacted] approved the repairs. Ms. [redacted] was very upset and she wanted to take the vehicle and leave with the new parts. I explained to her that Sam Pierce Chevrolet cannot and will not do repairs for free. My 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 obligation. I wanted to make them whole and diffuse the situation. Mrs. [redacted] stated they did not have transportation. I agreed to let Ms. [redacted]s keep the rental for free while the new parts were removed and the original parts were put back on the vehicle. Ms. [redacted] expressed that she wanted her vehicle fixed and the tone of the conversation changed. I 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 them. I 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 rate. Mrs. [redacted] agreed to leave the parts on and fully agreed to this solution. Three times I gave her the opportunity to let me take the new parts off. We had a full and complete understanding (meeting of the minds) of what was going to take place to rectify the situation.
I gave the discounted figure to Mr. [redacted] first; he was paying the bill. I asked Mr. [redacted] directly, "Are you ok with this and is it acceptable?" Mr. [redacted]'s response was yes. I 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 acceptable.
Mrs. [redacted] also stated that she was concerned the parts were damaged when our technician removed them from the vehicle. I have enclosed General Motors Document #[redacted] Tie rod end replacement and General Motors Document # [redacted] Front Wheel Bearing Replacement for your review. Sam Pierce Chevrolet has invested countless dollars in technician training and tools to remove the above listed parts without damage to the vehicle or parts. We follow General Motors procedures and we could have put the parts back on the vehicle with no damage.
I interviewed Dan [redacted] on January 27, 2015 as part of our continuous improvement process. I asked him who approved the repairs and Dan [redacted] informed me that Mr. Chris [redacted] had. Dan stated he gave Mr. [redacted] the estimate for $1032.00 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 Mr. Chris [redacted], the person that granted permission for the additional repairs. I also interviewed Linda, Service Cashier, which worked on the Saturday in question and asked her about the situation. She 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 repairs. Linda 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 up.
I am empowered to satisfy our service guests. I always try to do what's right for our dealership guests. I gave them three chances to back out and let me put their old parts back on. We had a complete and total agreement with Ms. [redacted]. We received authorization from Mr. Chris [redacted] to repair the vehicle and we performed the work in good faith. Sam Pierce Chevrolet worked with Ms. [redacted] in good faith to solve her repair issue. Sam Pierce Chevrolet exhausted all our resources to satisfy Mr. [redacted] and Ms. [redacted]. We feel this matter is closed at this time.
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The estimate that was given to us, was for $plus for the tie rods and $plus for the wheel bearings, this estimate was not with taxes included, I wrote these down after leaving the dealership This estimate was given verbally and nothing written down My exact words to Mr [redacted] was that we would get back with them I have a mechanic who does all of our work, which after this incident, we went to and he said we still got hosed on the prices that they charged I did not ask for their point inspection I did not trust this dealership when we dropped the truck off over there, they never were able to fix my parent's Impala SS My son, [redacted] was called over there to help pay for the bogus bill, after they threatened to put a mechanics lean on the vehicle We were stuck with no alternative but to pay their bill All of the mechanics that I have talked to over this situation, said most of these parts after taken off, could not be used again They also would have had to align the vehicle again after putting the old parts back on, and probably would have charged us for that, because they said in their response the will do nothing for free I do not feel this is closed, they can, and feel free to be crooked to any others that they can Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The estimate that was given to us, was for $700.00 plus for the tie rods and $400.00 plus for the wheel bearings, this estimate was not with taxes included, I wrote these down after leaving the dealership. This estimate was given verbally and nothing written down. My exact words to Mr [redacted] was that we would get back with them. I have a mechanic who does all of our work, which after this incident, we went to and he said we still got hosed on the prices that they charged. I did not ask for their 27 point inspection. I did not trust this dealership when we dropped the truck off over there, they never were able to fix my parent's Impala SS. My son, [redacted] was called over there to help pay for the bogus bill, after they threatened to put a mechanics lean on the vehicle. We were stuck with no alternative but to pay their bill. All of the mechanics that I have talked to over this situation, said most of these parts after taken off, could not be used again. They also would have had to align the vehicle again after putting the old parts back on, and probably would have charged us for that, because they said in their response the will do nothing for free. I do not feel this is closed, they can, and feel free to be crooked to any others that they can.
Regards,
[redacted]
My name is [redacted] and I am the Service Director for Sam Pierce Chevrolet. I will be responding to your letter regarding the [redacted] complaint. At Sam...
Pierce Chevrolet we have a continuous improvement process that allows us to learn and grow from our owners' positive and negative comments. We maintain one of the nation's highest Customer Service Index Score from General Motors and have for many years. In the rare event that we have a customer with a negative experience, we investigate promptly and communicate to our staff concerning the issue. We are always open to adapting our policies when necessary to improve our customers' experience. Ms. [redacted] and Mr. Chris [redacted] presented their 2007 Chevrolet Trailblazer VIN# [redacted] for a special policy recall repair on January 22, 2015. Sam Pierce Chevrolet performed special policy recall 10054 Fuel Level Sensor Contact Wear. I have enclosed a copy of the campaign for your review. We performed a 27 point visual inspection as required by General Motors at the time the recall was performed. The inspection gives the owner and the repair facility a quick overview of the vehicle's mechanical health. It'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 health. As a result of that inspection we found excessively worn steering components and outer tie rod ends. We have an obligation to inform the vehicle owner of our findings. Mr. [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 concerns. Also Ms. [redacted] asked if we would program their key less entry transmitter while we were in possession of their vehicle. Our Service Advisor, Dan [redacted], 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 on. We programed the key less entry transmitter and cleared the engine code as a goodwill gesture to the customer.
Mr. [redacted] and Ms. [redacted] came to Sam Pierce Chevrolet on January 24, 2015 to pick up their rental car. They were being given a rental vehicle as a courtesy while a hose was on order to complete the special policy recall. Dan [redacted] conducted the consultation process with Mr. [redacted] and Ms. [redacted] at this time. Dan [redacted] showed Mr. [redacted] and Ms. [redacted] the defective hose and tie rod ends. He explained to them about the General Motors warranty and the advantages of having the work performed at Sam Pierce Chevrolet. Mr. [redacted] also asked about wheel bearings for the Trailblazer. Dan [redacted] gave a complete estimate for tie rod ends, wheel bearings and alignment for $1032.00. Mr. [redacted] granted Dan [redacted] permission to continue with these repairs. This verbal permission was witnessed by additional Sam Pierce Chevrolet staff member as well as Dan [redacted].
Rick C[redacted], General Manager, asked me to come up to his office to meet with Ms. [redacted] and her son Mr. [redacted] on January 26, 2015. I walked into his office and saw Mr. [redacted] standing with a very aggressive posture. His legs were spread apart, arms crossed and cracking his neck from left to right. Ms. [redacted] stated she did not authorize the repairs and they did not have the funds for the repairs. I informed Ms. [redacted] that Dan [redacted] stated that Mr. Chris [redacted] approved the repairs. Ms. [redacted] was very upset and she wanted to take the vehicle and leave with the new parts. I explained to her that Sam Pierce Chevrolet cannot and will not do repairs for free. My 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 obligation. I wanted to make them whole and diffuse the situation. Mrs. [redacted] stated they did not have transportation. I agreed to let Ms. [redacted]s keep the rental for free while the new parts were removed and the original parts were put back on the vehicle. Ms. [redacted] expressed that she wanted her vehicle fixed and the tone of the conversation changed. I 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 them. I 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 rate. Mrs. [redacted] agreed to leave the parts on and fully agreed to this solution. Three times I gave her the opportunity to let me take the new parts off. We had a full and complete understanding (meeting of the minds) of what was going to take place to rectify the situation.
I gave the discounted figure to Mr. [redacted] first; he was paying the bill. I asked Mr. [redacted] directly, "Are you ok with this and is it acceptable?" Mr. [redacted]'s response was yes. I 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 acceptable.
Mrs. [redacted] also stated that she was concerned the parts were damaged when our technician removed them from the vehicle. I have enclosed General Motors Document #[redacted] Tie rod end replacement and General Motors Document # [redacted] Front Wheel Bearing Replacement for your review. Sam Pierce Chevrolet has invested countless dollars in technician training and tools to remove the above listed parts without damage to the vehicle or parts. We follow General Motors procedures and we could have put the parts back on the vehicle with no damage.
I interviewed Dan [redacted] on January 27, 2015 as part of our continuous improvement process. I asked him who approved the repairs and Dan [redacted] informed me that Mr. Chris [redacted] had. Dan stated he gave Mr. [redacted] the estimate for $1032.00 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 Mr. Chris [redacted], the person that granted permission for the additional repairs. I also interviewed Linda, Service Cashier, which worked on the Saturday in question and asked her about the situation. She 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 repairs. Linda 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 up.
I am empowered to satisfy our service guests. I always try to do what's right for our dealership guests. I gave them three chances to back out and let me put their old parts back on. We had a complete and total agreement with Ms. [redacted]. We received authorization from Mr. Chris [redacted] to repair the vehicle and we performed the work in good faith. Sam Pierce Chevrolet worked with Ms. [redacted] in good faith to solve her repair issue. Sam Pierce Chevrolet exhausted all our resources to satisfy Mr. [redacted] and Ms. [redacted]. We feel this matter is closed at this time.
[redacted]