Initial Business Response / [redacted] (1000, 8, 2015/11/26) */ November 18, To Whom it May Concern, I have reviewed customers concerns regarding his recent visit to Pike Wheaton Chevrolet Ltd, and will to the best of my ability respond to his concernsThe initial visit on October 7th, a repair order was created for " when going over bumps can hear a banging noise in back end of vehicle"Factory trained GM technician of over years test drove vehicle and confirmed clunkRaised vehicle and inspected rear suspension and found that rear air shocks were not deflating as designedIt is customary to begin diagnosis and stop after hour unless the issue is resolved or a solution is found within hourAfter hour has been spent and further diagnosis is required a call is made to the customer to request extra time and approve extra costs, which Mrcustomer agreed toIn this diagnosis using GM Tech 2, and communicating with air suspension module, and compressor, found that the air suspension module was not communicating with the compressorCustomer was provided a service loaner vehicle during this entire process at no chargeAfter replacement the shocks deflated and inflated as designedCustomer test drove the vehicle with the shop foreman and both agreed the issue had not been repairedI committed to having my shop foreman re-diagnose the issue at no charge to Mr***Shop foreman confirmed that the compressor was not allowing the air shocks to deflateThe suspension control compressor has valves built into it and is not serviceableWe quoted customer to replace the compressor, and I stated that I would keep the quote the same, as we quoted the module initially and it may not have been the failure, and he would not have to pay for the module, shop foreman worked on this vehicle to this point for more than hours that was not charged to the customerShop foreman replaced the compressor, customer was very insistant on speaking with myself or the shop foreman, and called repeatedlyForeman found that the service suspension message was still present in the DIC, continued diagnosis at no chargeAfter many hours found that the air shock on the left side was leaking and required replacementQuoted both shocks, customer purchased shocks at an aftermarket parts store, shop foreman installed these parts and the issue was solvedI was unaware at the time when I told customer I would not charge him for the module that the technician had brokenHowever my shop foreman in the end had well over total billable hours that were not charged to the customerWhile at our repair facility we found that there was a leaking axle seal, customer purchased extended warranty and this repair was covered which meant there was a deductibleThe charges were for the compressor replacement, which parts and labor were discounted to wholesale, as well as a lube oil and filter, and rear brake caliper service, as well as the deductibleThe compressor had an internal failure and cannot be bench tested as it requires information from the moduleThere are exhaust valves that are internal to the compressor, the valve which controls releasing air from the system had malfunctionedTesting on a bench without the module or air pressure created within the system would prove inconclusiveThe compressor may in fact create air pressure, however it is also designed to perform other functionsAfter Mr [redacted] took the vehicle the next morning he came to my office as the suspension message was once again on, and was condemning myself and my staff, stating that he will never bring his vehicle here again, we have no idea what we are doing and on and onI said politely that I personally would take the vehicle into the shop and see what the issue wasI also suggested that because he had no faith in my technicians that perhaps in the future he could take his vehicle to the other GM dealership in Red DeerI inspected the suspension system and found a connector at the compressor was not fully seated into place causing the suspension message to come on, I re-secured the connector and pull tested it many times, the message was no longer presentI asked customer to contact myself if the message returned, I never did hear from himThe letter from Revdex.com states he would like re-imbursement for the repairs and would like to only pay for the replacement of the shocks, which he was not even charged forI feel I was far more accommodating in this situation then was perhaps requiredThere was an abundance of chargeable shop time that was not chargedWe replaced the part which was broken by our technician and the vehicle in the end was repairedShould you have any further questions feel free to contact myself by any of the means listed below Thank You, Joseph [redacted] Service Manager [redacted] Wheaton Chevrolet Ltd ***@pikewheatonchev.ca XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service manager [redacted] He gave me a loaner for days at first then for the next times I took my vehicle in they did not give me a loanerThe shuttle service they have keep a log book of the customers that use the service so joey can review how many times I rode the shuttle my name and phone number would be listed in it2ndthe oil change I had a coupon from the body shop because they messed up the paint job on my doorThe deduction on my warranty, Kathryn [redacted] the financial manager at Pike Wheaton told me the deduction will be waived the first time I use my warranty, they were going to charge me but Kathryn told them I was under that warranty, [redacted] 3rd It is not my business if you did not charge me labour, it is not my fault that they could not figure out what is wrong with the vehicle when they diagnosed it at first and charged me for the diagnosis, and changing parts on meand I have never purchased after market parts I ordered the original GM [redacted] They did not give me a discount as they are claiming on the air compressor [redacted] As I said in my original complaint I took the air compressor to another mechanic and they hooked it up to my vehicle not on the bench and they said its working fine After all the parts they made me change the problem was from the air shocks not the modular and air compressorI still have the parts as I asked for them back from Pike Wheatonfor a mechanical shop to have over year experience and after being charged for a diagnosis that did not diagnose the right problem and I ended up with a hassle of bringing in my vehicle every so often for problems they should of known from the beginning [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is
satisfactory to meWill follow up once again after I recceive my cheque with themDo convey my thanks to the Management team who looked into this since it seemed I was reaching nowhere with my complaints to their official customer centre
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/11/26) */
November 18, 2015
To Whom it May Concern,
I have reviewed customers concerns regarding his recent visit to Pike Wheaton Chevrolet Ltd, and will to the best of my ability respond to his concerns. The initial visit on October 7th, a repair...
order was created for " when going over bumps can hear a banging noise in back end of vehicle". Factory trained GM technician of over 20 years test drove vehicle and confirmed clunk. Raised vehicle and inspected rear suspension and found that rear air shocks were not deflating as designed. It is customary to begin diagnosis and stop after 1 hour unless the issue is resolved or a solution is found within 1 hour. After 1 hour has been spent and further diagnosis is required a call is made to the customer to request extra time and approve extra costs, which Mr. customer agreed to. In this diagnosis using GM Tech 2, and communicating with air suspension module, and compressor, found that the air suspension module was not communicating with the compressor. Customer was provided a service loaner vehicle during this entire process at no charge. After replacement the shocks deflated and inflated as designed. Customer test drove the vehicle with the shop foreman and both agreed the issue had not been repaired. I committed to having my shop foreman re-diagnose the issue at no charge to Mr. [redacted]. Shop foreman confirmed that the compressor was not allowing the air shocks to deflate. The suspension control compressor has valves built into it and is not serviceable. We quoted customer to replace the compressor, and I stated that I would keep the quote the same, as we quoted the module initially and it may not have been the failure, and he would not have to pay for the module, shop foreman worked on this vehicle to this point for more than 4 hours that was not charged to the customer. Shop foreman replaced the compressor, customer was very insistant on speaking with myself or the shop foreman, and called repeatedly. Foreman found that the service suspension message was still present in the DIC, continued diagnosis at no charge. After many hours found that the air shock on the left side was leaking and required replacement. Quoted both shocks, customer purchased shocks at an aftermarket parts store, shop foreman installed these parts and the issue was solved. I was unaware at the time when I told customer I would not charge him for the module that the technician had broken. However my shop foreman in the end had well over 9 total billable hours that were not charged to the customer. While at our repair facility we found that there was a leaking axle seal, customer purchased extended warranty and this repair was covered which meant there was a deductible. The charges were for the compressor replacement, which parts and labor were discounted to wholesale, as well as a lube oil and filter, and rear brake caliper service, as well as the deductible. The compressor had an internal failure and cannot be bench tested as it requires information from the module. There are exhaust valves that are internal to the compressor, the valve which controls releasing air from the system had malfunctioned. Testing on a bench without the module or air pressure created within the system would prove inconclusive. The compressor may in fact create air pressure, however it is also designed to perform other functions. After Mr. [redacted] took the vehicle the next morning he came to my office as the suspension message was once again on, and was condemning myself and my staff, stating that he will never bring his vehicle here again, we have no idea what we are doing and on and on. I said politely that I personally would take the vehicle into the shop and see what the issue was. I also suggested that because he had no faith in my technicians that perhaps in the future he could take his vehicle to the other GM dealership in Red Deer. I inspected the suspension system and found a connector at the compressor was not fully seated into place causing the suspension message to come on, I re-secured the connector and pull tested it many times, the message was no longer present. I asked customer to contact myself if the message returned, I never did hear from him. The letter from Revdex.com states he would like re-imbursement for the repairs and would like to only pay for the replacement of the shocks, which he was not even charged for. I feel I was far more accommodating in this situation then was perhaps required. There was an abundance of chargeable shop time that was not charged. We replaced the part which was broken by our technician and the vehicle in the end was repaired. Should you have any further questions feel free to contact myself by any of the means listed below.
Thank You,
Joseph [redacted]
Service Manager
[redacted] Wheaton Chevrolet Ltd.
[redacted]@pikewheatonchev.ca
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service manager [redacted] He gave me a loaner for 2 days at first then for the next 4 times I took my vehicle in they did not give me a loaner. The shuttle service they have keep a log book of the customers that use the service so joey can review how many times I rode the shuttle my name and phone number would be listed in it. 2nd. the oil change I had a coupon from the body shop because they messed up the paint job on my door. The deduction on my warranty, Kathryn [redacted] the financial manager at Pike Wheaton told me the deduction will be waived the first time I use my warranty, they were going to charge me but Kathryn told them I was under that warranty, [redacted] 3rd It is not my business if you did not charge me labour, it is not my fault that they could not figure out what is wrong with the vehicle when they diagnosed it at first and charged me for the diagnosis, and changing parts on me. and I have never purchased after market parts I ordered the original GM [redacted]
They did not give me a discount as they are claiming on the air compressor [redacted]
As I said in my original complaint I took the air compressor to another mechanic and they hooked it up to my vehicle not on the bench and they said its working fine.
After all the parts they made me change the problem was from the air shocks not the modular and air compressor. I still have the parts as I asked for them back from Pike Wheaton. for a mechanical shop to have over 20 year experience and after being charged for a diagnosis that did not diagnose the right problem and I ended up with a hassle of bringing in my vehicle every so often for problems they should of known from the beginning. [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/11/26) */ November 18, To Whom it May Concern, I have reviewed customers concerns regarding his recent visit to Pike Wheaton Chevrolet Ltd, and will to the best of my ability respond to his concernsThe initial visit on October 7th, a repair order was created for " when going over bumps can hear a banging noise in back end of vehicle"Factory trained GM technician of over years test drove vehicle and confirmed clunkRaised vehicle and inspected rear suspension and found that rear air shocks were not deflating as designedIt is customary to begin diagnosis and stop after hour unless the issue is resolved or a solution is found within hourAfter hour has been spent and further diagnosis is required a call is made to the customer to request extra time and approve extra costs, which Mrcustomer agreed toIn this diagnosis using GM Tech 2, and communicating with air suspension module, and compressor, found that the air suspension module was not communicating with the compressorCustomer was provided a service loaner vehicle during this entire process at no chargeAfter replacement the shocks deflated and inflated as designedCustomer test drove the vehicle with the shop foreman and both agreed the issue had not been repairedI committed to having my shop foreman re-diagnose the issue at no charge to Mr***Shop foreman confirmed that the compressor was not allowing the air shocks to deflateThe suspension control compressor has valves built into it and is not serviceableWe quoted customer to replace the compressor, and I stated that I would keep the quote the same, as we quoted the module initially and it may not have been the failure, and he would not have to pay for the module, shop foreman worked on this vehicle to this point for more than hours that was not charged to the customerShop foreman replaced the compressor, customer was very insistant on speaking with myself or the shop foreman, and called repeatedlyForeman found that the service suspension message was still present in the DIC, continued diagnosis at no chargeAfter many hours found that the air shock on the left side was leaking and required replacementQuoted both shocks, customer purchased shocks at an aftermarket parts store, shop foreman installed these parts and the issue was solvedI was unaware at the time when I told customer I would not charge him for the module that the technician had brokenHowever my shop foreman in the end had well over total billable hours that were not charged to the customerWhile at our repair facility we found that there was a leaking axle seal, customer purchased extended warranty and this repair was covered which meant there was a deductibleThe charges were for the compressor replacement, which parts and labor were discounted to wholesale, as well as a lube oil and filter, and rear brake caliper service, as well as the deductibleThe compressor had an internal failure and cannot be bench tested as it requires information from the moduleThere are exhaust valves that are internal to the compressor, the valve which controls releasing air from the system had malfunctionedTesting on a bench without the module or air pressure created within the system would prove inconclusiveThe compressor may in fact create air pressure, however it is also designed to perform other functionsAfter Mr [redacted] took the vehicle the next morning he came to my office as the suspension message was once again on, and was condemning myself and my staff, stating that he will never bring his vehicle here again, we have no idea what we are doing and on and onI said politely that I personally would take the vehicle into the shop and see what the issue wasI also suggested that because he had no faith in my technicians that perhaps in the future he could take his vehicle to the other GM dealership in Red DeerI inspected the suspension system and found a connector at the compressor was not fully seated into place causing the suspension message to come on, I re-secured the connector and pull tested it many times, the message was no longer presentI asked customer to contact myself if the message returned, I never did hear from himThe letter from Revdex.com states he would like re-imbursement for the repairs and would like to only pay for the replacement of the shocks, which he was not even charged forI feel I was far more accommodating in this situation then was perhaps requiredThere was an abundance of chargeable shop time that was not chargedWe replaced the part which was broken by our technician and the vehicle in the end was repairedShould you have any further questions feel free to contact myself by any of the means listed below Thank You, Joseph [redacted] Service Manager [redacted] Wheaton Chevrolet Ltd ***@pikewheatonchev.ca XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service manager [redacted] He gave me a loaner for days at first then for the next times I took my vehicle in they did not give me a loanerThe shuttle service they have keep a log book of the customers that use the service so joey can review how many times I rode the shuttle my name and phone number would be listed in it2ndthe oil change I had a coupon from the body shop because they messed up the paint job on my doorThe deduction on my warranty, Kathryn [redacted] the financial manager at Pike Wheaton told me the deduction will be waived the first time I use my warranty, they were going to charge me but Kathryn told them I was under that warranty, [redacted] 3rd It is not my business if you did not charge me labour, it is not my fault that they could not figure out what is wrong with the vehicle when they diagnosed it at first and charged me for the diagnosis, and changing parts on meand I have never purchased after market parts I ordered the original GM [redacted] They did not give me a discount as they are claiming on the air compressor [redacted] As I said in my original complaint I took the air compressor to another mechanic and they hooked it up to my vehicle not on the bench and they said its working fine After all the parts they made me change the problem was from the air shocks not the modular and air compressorI still have the parts as I asked for them back from Pike Wheatonfor a mechanical shop to have over year experience and after being charged for a diagnosis that did not diagnose the right problem and I ended up with a hassle of bringing in my vehicle every so often for problems they should of known from the beginning [redacted]
Managment has reviewied the complaint and we will be sending the customer a cheque for the requested amount of $ [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is
satisfactory to meWill follow up once again after I recceive my cheque with themDo convey my thanks to the Management team who looked into this since it seemed I was reaching nowhere with my complaints to their official customer centre
Sincerely,
*** ***
Initial Business Response /* (1000, 8, 2015/11/26) */
November 18, 2015
To Whom it May Concern,
I have reviewed customers concerns regarding his recent visit to Pike Wheaton Chevrolet Ltd, and will to the best of my ability respond to his concerns. The initial visit on October 7th, a repair...
order was created for " when going over bumps can hear a banging noise in back end of vehicle". Factory trained GM technician of over 20 years test drove vehicle and confirmed clunk. Raised vehicle and inspected rear suspension and found that rear air shocks were not deflating as designed. It is customary to begin diagnosis and stop after 1 hour unless the issue is resolved or a solution is found within 1 hour. After 1 hour has been spent and further diagnosis is required a call is made to the customer to request extra time and approve extra costs, which Mr. customer agreed to. In this diagnosis using GM Tech 2, and communicating with air suspension module, and compressor, found that the air suspension module was not communicating with the compressor. Customer was provided a service loaner vehicle during this entire process at no charge. After replacement the shocks deflated and inflated as designed. Customer test drove the vehicle with the shop foreman and both agreed the issue had not been repaired. I committed to having my shop foreman re-diagnose the issue at no charge to Mr. [redacted]. Shop foreman confirmed that the compressor was not allowing the air shocks to deflate. The suspension control compressor has valves built into it and is not serviceable. We quoted customer to replace the compressor, and I stated that I would keep the quote the same, as we quoted the module initially and it may not have been the failure, and he would not have to pay for the module, shop foreman worked on this vehicle to this point for more than 4 hours that was not charged to the customer. Shop foreman replaced the compressor, customer was very insistant on speaking with myself or the shop foreman, and called repeatedly. Foreman found that the service suspension message was still present in the DIC, continued diagnosis at no charge. After many hours found that the air shock on the left side was leaking and required replacement. Quoted both shocks, customer purchased shocks at an aftermarket parts store, shop foreman installed these parts and the issue was solved. I was unaware at the time when I told customer I would not charge him for the module that the technician had broken. However my shop foreman in the end had well over 9 total billable hours that were not charged to the customer. While at our repair facility we found that there was a leaking axle seal, customer purchased extended warranty and this repair was covered which meant there was a deductible. The charges were for the compressor replacement, which parts and labor were discounted to wholesale, as well as a lube oil and filter, and rear brake caliper service, as well as the deductible. The compressor had an internal failure and cannot be bench tested as it requires information from the module. There are exhaust valves that are internal to the compressor, the valve which controls releasing air from the system had malfunctioned. Testing on a bench without the module or air pressure created within the system would prove inconclusive. The compressor may in fact create air pressure, however it is also designed to perform other functions. After Mr. [redacted] took the vehicle the next morning he came to my office as the suspension message was once again on, and was condemning myself and my staff, stating that he will never bring his vehicle here again, we have no idea what we are doing and on and on. I said politely that I personally would take the vehicle into the shop and see what the issue was. I also suggested that because he had no faith in my technicians that perhaps in the future he could take his vehicle to the other GM dealership in Red Deer. I inspected the suspension system and found a connector at the compressor was not fully seated into place causing the suspension message to come on, I re-secured the connector and pull tested it many times, the message was no longer present. I asked customer to contact myself if the message returned, I never did hear from him. The letter from Revdex.com states he would like re-imbursement for the repairs and would like to only pay for the replacement of the shocks, which he was not even charged for. I feel I was far more accommodating in this situation then was perhaps required. There was an abundance of chargeable shop time that was not charged. We replaced the part which was broken by our technician and the vehicle in the end was repaired. Should you have any further questions feel free to contact myself by any of the means listed below.
Thank You,
Joseph [redacted]
Service Manager
[redacted] Wheaton Chevrolet Ltd.
[redacted]@pikewheatonchev.ca
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service manager [redacted] He gave me a loaner for 2 days at first then for the next 4 times I took my vehicle in they did not give me a loaner. The shuttle service they have keep a log book of the customers that use the service so joey can review how many times I rode the shuttle my name and phone number would be listed in it. 2nd. the oil change I had a coupon from the body shop because they messed up the paint job on my door. The deduction on my warranty, Kathryn [redacted] the financial manager at Pike Wheaton told me the deduction will be waived the first time I use my warranty, they were going to charge me but Kathryn told them I was under that warranty, [redacted] 3rd It is not my business if you did not charge me labour, it is not my fault that they could not figure out what is wrong with the vehicle when they diagnosed it at first and charged me for the diagnosis, and changing parts on me. and I have never purchased after market parts I ordered the original GM [redacted]
They did not give me a discount as they are claiming on the air compressor [redacted]
As I said in my original complaint I took the air compressor to another mechanic and they hooked it up to my vehicle not on the bench and they said its working fine.
After all the parts they made me change the problem was from the air shocks not the modular and air compressor. I still have the parts as I asked for them back from Pike Wheaton. for a mechanical shop to have over 20 year experience and after being charged for a diagnosis that did not diagnose the right problem and I ended up with a hassle of bringing in my vehicle every so often for problems they should of known from the beginning. [redacted]
Managment has reviewied the complaint and we will be sending the customer a cheque for the requested amount of $165.31. [redacted]