Pine Belt Chevrolet of Lakewood

I purchased a car at Pine Belt Lakewood on 08/16/They transferred the plates for my Chevy Cruze to the new Chevrolet Trax I trade vehicles - Chevrolet Silverado
who was paid off and Chevrolet Cruze that I was financing through *** *** *** *** So the deal included paying the balance of the Chevrolet Cruze Loan, Registration and all other Fees
On 08/21/*** *** charged my bank $for the monthly payment - I called them - The representative advised that they did not get the full payment yetI received a check for $for the refundI called *** *** the representative informed that the dealer sent payment and the balance including my payment was just $therefore I have to pay from my pocket $
I called Pine Belt several times without luck - I drove to the dealer Monday 09/10/my registration was not readyI called today Friday 09/14/days before expiration of temporary registration, nobod

Melissa,I left you a message the other day and would like to discuss this in further detail.  My name is [redacted], Customer Service Manager at Pine Belt.  I sincerely apologize for this...anything other that 100% complete customer satisfaction is something I take...

personally.  Please reach out to me as soon as possible at [redacted] or via email at [redacted]  I looking forward to hearing from and working with you soon.[redacted]

[redacted]My name is Joseph P[redacted] E-Commerce Director at Pine Belt.  I apologize for this situation as customer satisfaction is our absolute top priority.  I have created a quality assurance ticket that will be reviewed by upper management and ask that you give us 24 hours or so to look...

into a resolution for you.  I thank you in advance for your patience as we perform our due diligence.  If you would like to discuss this further in the interim please feel free to contact me directly at [redacted] or on my direct line at [redacted]

Complaint: [redacted]
I am rejecting this response because:
No where on your ad does it state only for a finance.  Also please see the attachments for backup on my end.  I haven't had any contact from anyone from Pine Belt since I again requested for a manager to contact me on June 11, 2014.  [redacted] told me "Sure" in response of having someone write back.  I've sent more then 15 emails since then with no phone call or email response. Also on th attachment besides the ad Pine Belt sent,  [redacted] stated to me that only on a lease would I receive this promo.  To me this is false advertisement.  Again at this point give me 4 months of payments or let me return the car.  Do I need to contact an attorney regarding this?
Regards,
[redacted]

First I must point out that as I brought up this consumer's name my managers were very familiar with his concern because they have spoken to him numerous times. For him to say we have either ignored his concerns or calls is not true. I request the consumer provide me a copy of the email offering....

The offering was from Chevrolet only on a retail purchase. The consumer leased the vehicle. He has been made aware of this numerous times. All of the documents in the file state LEASE.

[redacted]As I told you via email after I called you back without success...the check was mailed on Monday 09/26 and you should be receiving that today.

Melissa,I left you a message the other day and would like to discuss this in further detail.  My name is [redacted], Customer Service Manager at Pine Belt.  I sincerely apologize for this...anything other that 100% complete customer satisfaction is something I take personally. ...

Please reach out to me as soon as possible at [redacted] or via email at [redacted]  I looking forward to hearing from and working with you soon.[redacted]

[redacted],Again, you clearly stated that you were informed of the additional fees that you were paying.  In speaking to both Frank and David I was assured that you were informed of these fees DURING YOUR PURCHASE.  You also signed several pieces of documentation that showed the entire cost of the vehicle more than once.  Being as diligent a person as you seem to be I have to believe you would not/did not sign these documents without reviewing them first.  That is the exact reason you sign more than one document with regard to your pricing.  As I said previously, I can understand you not being happy with these fees, but I find your accusation of us trying to hide these unfounded.Thanks.

Mr. [redacted]'s motor vehicle work was finally completed yesterday and his plates have been mailed to him.

[redacted] My name is Joseph P[redacted], E-Commerce Director at Pine Belt Enterprises, Inc.  I have reviewed your issue both personally as well as with management.  Firstly, I apologize that you feel slighted in any way...I take very seriously any customer that is not 100% satisfied.  That...

being said I would like to explain how we arrived here based on our findings.  As far as the $250 you referenced in your complaint that was absolutely factored into the price of the vehicle that was purchased.  That was what is referred to as a Dealer Bonus Certificate and is time sensitive which is why you were told you had to arrive on that specific day as Dealer Bonus Certificates each have a unique expiration date.  My apologies if this was not explained better.  As far as the $200 referral bonus that was not paid...this was due to the fact that you apparently refused to pay for the motor vehicle fees associated with the purchase.  Please know that Pine Belt, as with any dealer, does not charge motor vehicle fees...we collect these on behalf of the state of New Jersey, just as we do with sales tax.  We by law can not overcharge for motor vehicle and make it clear that these are estimated at the time of sale...if this is over-estimated a refund is given.  If these fees are under-estimated we collect the difference.  Your referral fee was absorbed to pay for the motor vehicle fees you chose not to pay.  However, in lieu of the fact that you are a Pine Belt customer, and are not 100% satisfied regardless of whom is at fault, I will honor the $200 referral for you in hopes of mending our relationship moving forward.  If you have any questions/concerns with regard to this moving forward please feel free to contact me via email at [redacted] or on my direct line at [redacted].

[redacted]Firstly let me apologize for the issues you've had, anytime a customer is less than 100% satisfied we take it personally.  My name is [redacted], E-Commerce Director at Pine Belt Enterprises, Inc.  Unfortunately however, though I certainly empathize with your situation, I simply...

can not find fault in anything that we have done based upon both your complaint and my speaking with our personnel.  The reason we told you to hold off on the clutch diagnosis is twofold.  Firstly, we could not duplicate the issue when you came in.  Secondly, the diagnosis of a clutch requires several labor hours to be charged to properly diagnose.  Please understand that our service department generates revenue by fixing vehicles...not refusing to fix vehicles.  Pine Belt is not nor will it ever be the type of dealer that will suggest or perform work that is not deemed necessary simply to "make a buck."  When we were unable to duplicate the issue we felt it unethical to suggest such a costly diagnosis.  I believe that is the correct way to run our business and hope/believe that our loyal customers appreciate our honesty and business ethics.  I am certain there are dealers out there that would have suggested you perform an expensive diagnosis without being able to duplicate the issue but again Pine Belt will simply not engage in those practices.  I can absolutely see that the fact that the clutch is not covered under your warranty is frustrating but this is not a Pine Belt decision...this is the manufacturer's call based upon the clutch being a wear and tear item.  This is not unique to Chevrolet or General Motors...there is NO manufacturer or aftermarket warranty available anywhere on any vehicle that covers a clutch.  Your next issue was with regard to your trade value.  You claim KBB listed the market value of your vehicle at $5500 in fair condition and we only offered you $5000.  Please understand that "fair" condition according to KBB DOES NOT mean that your vehicle has $1900 in damage from an accident or needs a new $1500 clutch as you state in your complaint.  By that math we should have offered you $5500 less $1900 for the accident you never fixed less another $1500 for the clutch...which would have brought our offer down to $2100!  The fact that we offered MUCH more than the vehicle is worth quite [redacted]ly tells me we were doing EVERYTHING possible to assist you in trading out.  Your credit was the issue...not our sales associates nor our offer [redacted].  Again, I appreciate your frustration but when you look at the situation in it's entirety I hope you can view Pine Belt in a much different light.  You can feel free to reach out to me directly at anytime at [redacted] or by phone at [redacted].

[redacted],My name is [redacted], E-Commerce Director at Pine Belt.  I've looked into your issue extensively with both the managers as well as the VP and while I certainly understand your frustrations we feel that we've already done all that we can to appease the situation.  We have addresses every issue in the time we originally expressed to you that we would and feel that no "further compensation" is due at this point.  Sincerely, [redacted]

[redacted],Thank you for bringing this to our attention.  My name is Joseph P, E-Commerce Director at Pine Belt Enterprises, Inc.  Please know that we are fully committed to complete customer satisfaction as well as 100% price/cost transparency.  We will absolutely look into this matter...

and determine a resolution based upon these findings in as timely a matter as possible.  I thank you in advance for your patience while we perform our due diligence.  If you would like to discuss this further in the interim please feel free contact me at [redacted] Ext. [redacted] or via email at [redacted].Sincerely,Joseph P

[redacted]
My name is Joseph P[redacted], E-Commerce Director at Pine Belt Enterprises, Inc.  I have reviewed your issue both personally as well as with management.  Firstly, I apologize that you feel slighted in any way...I take very seriously any customer that is not 100%...

satisfied.  That being said I would like to explain how we arrived here based on our findings.  As far as the $250 you referenced in your complaint that was absolutely factored into the price of the vehicle that was purchased.  That was what is referred to as a Dealer Bonus Certificate and is time sensitive which is why you were told you had to arrive on that specific day as Dealer Bonus Certificates each have a unique expiration date.  My apologies if this was not explained better.  As far as the $200 referral bonus that was not paid...this was due to the fact that you apparently refused to pay for the motor vehicle fees associated with the purchase.  Please know that Pine Belt, as with any dealer, does not charge motor vehicle fees...we collect these on behalf of the state of New Jersey, just as we do with sales tax.  We by law can not overcharge for motor vehicle and make it clear that these are estimated at the time of sale...if this is over-estimated a refund is given.  If these fees are under-estimated we collect the difference.  Your referral fee was absorbed to pay for the motor vehicle fees you chose not to pay.  However, in lieu of the fact that you are a Pine Belt customer, and are not 100% satisfied regardless of whom is at fault, I will honor the $200 referral for you in hopes of mending our relationship moving forward.  If you have any questions/concerns with regard to this moving forward please feel free to contact me via email at [redacted] or on my direct line at [redacted].

Complaint: [redacted]
I am rejecting this response because: I still have not received payment and until the check has been received, I cannot close this complaint. I have sent an email to Joe and I did call him today twice. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I still do not have my title for the vehicle and do not know when of if I will ever get it. Dealer never gave a time...

frame.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted]
 
My apologies for the issues with your $200 refund.  My name is [redacted], E-Commerce Director at Pine Belt.  I will look into this issue immediately and contact you as soon as possible.  If you would like to contact me in the interim please feel free...

to call me at [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] The business  only stated the thing I did wrong and nothing leading up to that point. I was called 5 times in the pass mouth an a half about a car they no longer have  for sell. All the other  times I called to talk to the manager  at the time and I was told no is with another  customer  then when I asked for him to call me back he never did. Then this time when I got called and talked to him yes he did ask for my name but I  did give it out so I don't know why he said I didn't  when he did say that  I  did. But I have it out and he said  he does  know witch one am I do to there are over 100 [redacted]'s in his listed then I said can you find the one with the same address  and phone number  as mine and he said no we can't do that we can only pull it up by name. Then I said well I what to be taken  off the calling list and he said I don't  see how that can be  done then yes I said don't  be a smart as these taken me off the list then he said things that he didn't  note he said fk you you as hole and have yourself a  nice day. Then I called back and talked to the other man when he said he will take me off the list  and nothing bad was said to him but I did say fk in st after hanging  up the phone call maybe it was still on or not 100% close but that's  what I said and nothing to him. But back to the problem  the company never said anything  about taking  me off there calling  listed or the $30.00 I should get if I what or need to change  my phone number do to there number of  calls by then. So going forward other then noting what I or you did wrong he need to fix this problem  now going forward in message  to one another.

I am rejecting this response because:
This comment just proves my point about your business. Please don't take responsibility for anything it's definitely my fault. Not to mention how I was treated by your employees. Gross! As well, my car has not had any issues with my clutch since I went into your facility even though no one cared to look into the issue or DRIVE THE CAR. I was worried and wanted it looked into for my safety. I also took it to an actual mechanic who drove the car and told me your estimate of 1500 was [redacted]. He said the car was fine and asking someone to recreate a problem was RIDICULOUS. I am still planning on getting rid of my Spark b/c I loathe the car mostly because it gives advertisement for the Chevy establishment but don't worry I had the pine belt emblem removed from the car. You should also note I took my car to Kia in freehold just to see what they would say and they offered me $5500 for my car saying it only needed a bumper replaced and that was very easy to fix. A simple google search will tell you that a bumper costs nothing and insurance companies give ridiculous estimates to cover labor. Kia also never made me feel dehumanized for my credit score, isn't your job to provide customer service and sell cars? That's not the vibe I got. Thank you though, I will post this Revdex.com complaint up on my company billboard which has a 100 employees in Lakewood NJ. Others should be warned of your shady business practices and accusatory assumptions. Funny, that you have nothing to say about your own employees saying your service center is awful.