Pinkerton Chevrolet, Buick, GMC, Cadillac

Review: Dealership sold us a car that had been damaged on their lot by a sign (along with other vehicles). After 3 weeks of calls and visits to the dealership and a trip to their Lynchburg dealership to find a replacement car ourselves, Pinkerton did "partial paperwork" to switch vehicles to the replacement car we found. They stated that we had to finish paperwork and this has not been done. We cannot make a payment on the vehicle as the Bank the loan is processed thru has a "HOLD" on the account until the dealership contacts them with final paperwork/transfer vehicle # information. We are coming close to the due date of the loan and DO NOT want to have our credit ruined because they have not completed their process.Desired Settlement: We would like for the dealership to complete paperwork with the Bank so that we can make our payment as per loan agreement.

Business

Response:

Pinkerton Chevrolet did sell this customer a vehicle that had corrective repainting. It was an honest mistake and Pinkerton agreed to correct it as soon as it was discovered. An offer to refind the money was made and after some negotiations, it was agreed that the customer would be traded into a $2500 more expensive car at no expense to the customer. Due to the customer requesting a substiution of collaterial, and this being out of the normal rules with the finance company, this process has taken longer than expected. The process has delayed the finalization approximately 7 days. We have been in constant contact with the finance institution and have been assured that there will be no effect on the customer's credit rating or score. It will not be considered a late payment. The customer has been contacted and should be in to complete the paperwork this evening and the financing will be corrected tomorrow. We apologized for the inconvenience but have made every effort to correct the mistake as fairly and quickly as possible.

Consumer

Response:

I have reviewed the response offer 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. After filing this complaint with Revdex.com, Pinkerton contacted us to come and sign "final" paperwork that same evening. They advised us that the bank the loan was processed thru would have all the information completed and we would be able to start making our payments after the following business day. We have contacted the bank again late yesterday and they still have the account on hold stating the information has not been received from Pinkerton so they have not released the hold on the account, therefore we still cannot make our payment on the loan. Also in regards to Pinkerton stating this was "an honest mistake", I find that hard to agree to since there were multiple cars damaged on their lot by this sign that fell - per their information almost 2 weeks after we purchased the vehicle- and Pinkerton conveniently neglected to record repairs to any of the vehicles. We tried to contact GM themselves and they would not help with the issue of the ENTIRE car being repainted (car was taken to a body shop who verified the entire car except for the bumpers had been repainted) and possible windows broken (glass was found in the trunk of the car) due to no report of repairs being done to the vehicle. We feel the $2500 difference in the vehicle pricing was the very least the dealership could do for all our stress and inconvenience of multiple trips to their dealership and traveling to Lynchburg ourselves to find the replacement car to close out this horrible experience.The ENTIRE Management staff at Pinkerton was horrible to deal with, being argumentative and having bad attitudes during our conversations with them.We would like to make our payment and would appreciate help in making sure this is accomplished.

Regards,

Business

Response:

It is unfortunate that this customer is still not satisfied with our handling of this mistake. We offered to reverse the purchase and the finance contract. The $2500 more expensive car was offered as an attempt to make him happy. As for the bank contract, it was processed as quickly as possible as the customer requested it be handled in a manner that was not a normal procedure for the finance company. The customer was assured that no late payment or charges we ever incurred. He has been assisted in getting the payment credited.Sincerely,[redacted]General ManagerPinkerton Chevrolet

Consumer

Response:

I have reviewed the response offer 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 way myself and son were treated through the whole process was just a total joke. We were laughed at and mocked by the finance person ([redacted]). The extra $2500 was not the point to start with, if Pinkerton had not tried to cover up the fact they were selling a "NEW" car which had been damaged, and then treated us like dirt after we found out what had happened. Not once was a apology offered. The whole issue of the finance papers being redone should have taken care more swiftly, after numerous calls to [redacted] we were told that Pinkerton was the ones that submitted the second application incorrectly. The only way we got this settled was to call Pinkerton's finance department at their Lynchburg dealership and get them involved. Never again will I or friends patronize such a BAD company to buy a vehicle. Worst dealings ever. [redacted]

Review: My name is [redacted] I purchased a used vehicle from pinkerton in October 2014 with the promise from both the sales person [redacted] and the account manager that whatever was wrong with my vehicle would be repaired since I noticed the problem with the wheel while test driving it. I was also told that my car had factory warrentys left on it which I thought at the time would provide security in the purchase of this vehicle. To this day I still have not been provided details about an existing factory warrenty and neither has my car been fixed it still has problems with the wheel. It had been in the shop for 3 weeks during the first month of purchase with the service guy still unable to figure out what was wrong with the car they replaced the right axle it still has apparent axle problems.I talked with the service manager and sales person to see if they would give me anther vehicle they would not do it unless I had more down payment money.I traded in my2006 equinox which was paid for this car.I would like for you to help get another vehicle without having to pay more down payment money because the problem still exist and they have not lived up to their agreement of fixing a problem I found while test driving the car and after the sales person [redacted] said he would fix itDesired Settlement: either fix car as promised or replace my car with another of comparable value with no additional money down

Business

Response:

Thank you for bringing this to our attention. The vehicle in question does still have some powertrain warranty left up to 5 years from original sale date or 100,000 miles. Our service department has done some repairs and replacement of several parts on this vehicle. We can take another look to see if there is still a need to do some additional work. The technicians had previously approved the work done and did not feel a need for additional service. Regarding trading to another vehicle, the banks had previously limited the customer to a certain amount they would approve which required additional money down. If the customer would like to contact [redacted] in our service department and [redacted] in our sales dept. we will take another look at the vehicle at no charge to the customer.

Consumer

Response:

I have reviewed the response offer 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.

They have tried to fix the problem before and seem to come to the resolution that they don't know whats wrong with the wheel problem that makes it feel unsafe to drive they feel that I must accept this problem despite them promising to fix the problem that I discovered upon test driving this vehicle they have not lived up to their promises in the past my car was in the service dept. for the first 3 weeks that I purchased the car they have had plenty of time tofix the problem you don't sell customers a car with axle problems because they have already replaced the right axle on the vehicle and the whell problem still exists

Review: My son purchased a car from a dealership locally. When he lost his job and could not make payments he went to the dealership to find out if there was anything he could do, what they convinced him to do was trade a 2012 nissan in for a 2010 nissan and lower his payments. He did that even though he did not have a job and the dealership knew that. They called me in and said that if I cosigned for him "he would keep a car until he found work" and that cosigning really means nothing, that he is responsible for the car. When he did not find work and they took the car the first time his grandmother bailed him out with the bank and he got the car back (first mistake), he continued to look for work but did not so they took the car a second time. Now they came after me for the amount of the car. I questioned the dealership about what they had told me and then they denied the entire thing. I ended up having to file bankruptcy after consulting my lawyer. Now the bank is going after my son and he still does not have a job. How can a dealership sell a car to someone without proof of income? The paperwork had to be altered for the bank to even consider a loan when he had no employmentDesired Settlement: Want the dealership to settle with the bank.

Business

Response:

Every customer that offers to co-sign a loan is disclosed the responsiblity they are undertaking. It is made very clear that each individual signing the loan documents is responsible for the full amount of the loan should the other not fulfill their agreement. Each customer signs multiple documents to confirm that they are aware of their responsiblilties. Most times the vehicle is registered and titled in both names as well. As for the loan approval, Pinkerton takes the written infromation provided by each customer and forwards that to the lending institutions for approval of the loan request. Each lender makes a decision whether or not to approve the loan, and whether they require any further documentation, such as proof of employment, proof of income, or proof of residency. As much documentation as all lenders require, the customer signed multiple copies of paperwork disclosing the responsibilities they were undertaking. That is the whole point in banks, or finance companies requiring co-buyers or co-signers. Both signed the credit applications as well.

Consumer

Response:

I have reviewed the response offer 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 here.The salesman knew my son and I outside of the business. I never expected admission that there was improper and immoral business dealings within Pinkerton. My lawyer stated this was the first step in the process.

Regards,

Review: In December of 2008, I purchased an 08 Chevy Trailblazer from Pinkerton Chevrolet. The vehicle had 8k miles, a full GM warranty, a clear Car Fax (I was assured it had not been wrecked), and was listed as a Fleet vehicle. I have used Pinkerton for all of my oil change/ tire rotation service appointments and most all other services as well. Within 2 years of purchase, what I now know as the clear coat, began fading. I mentioned the "paint fading" to service representatives when making my appointments. I was assured this would be checked. While under the service bay, the fade was not noticeable and I was treated to a car wash on many occasions. At this time a car wash/ wax would make it look better. As of recent, car washes and waxes no longer 'fixed' the issue. Two separate people (mechanic and auto store clerk) made similar comments when I asked for suggestions regarding the paint, 'has this car been wrecked'- my reply-"no". "Have you owned the car the entire life of the car", "well, no". Both people replied with, "this car has been repainted." This prompted me to call Pinkerton. When mentioning the fact I had pointed this out on several service visits I was told, "I'm not a body man, this isn't a body shop, we don't know what we're looking at." I was also told, "it's out of warranty". I explained I mentioned the issue while still under warranty. I was referred to [redacted], a sub contracting company, "to see if it has actually been repainted". The following day I visited [redacted]. The inspector quickly determined the car had in fact been repainted on the entire passenger side and the right fender had been removed. This is something I feel any car person (including the Pinkerton sales and inspection department) would recognize. I feel Pinkerton was aware of this when they sold the car as a "clean car fax" vehicle, but bought it cheap at auction knowing why. I later found out my sister had a similar experience buying a used car from Pinkerton and finding it had also been repainted. I took the car and estimate to Pinkerton after leaving [redacted]. I was told the Gen.Manager would have to determine what to do and he was out of town; I was assured he would call me the following week. On Thursday I called him. Once again I explained the situation. Explained I felt Pinkerton is running a fraud by purchasing knowingly wrecked vehicles with 'clean car fax reports'. I also explained the car fax should not matter in terms of my warranty. I mentioned the paint fading many times while the car was under warranty, but was ignored. I have also been ignored about a noise when the a/c was on- later determined to be a bad blower motor fixed by my husband and also when I asked to have the emergency brake tightened was told, "that would take an act of congress" by the service manager. The Gen. Manager said he didn't know anything about emergency brakes on my car, but would investigate the entire matter and would get back to me in a couple days (this was 11/19). On 11/23 after not hearing from the GM, I sent a certified letter detailing all conversations with specific service consultants and requesting my car be clear coated on the right side. I finally heard back from the GM on the date the letter was received 11/25. I was told this was not his responsibility to fix based on the clear car fax and the expired warranty. I stated all my reasoning again. He said the best he could do was to try and buff it at the Lynchburg office or offer me a trade in. I informed him I was a loyal Chevy owner and Pinkerton service customer for both my car and my husband's car, but we would not return and would have to follow through with the Revdex.com. He stated again this was not his responsibility to fix. I now have a 7 year old vehicle with a paint job that looks to be 25 years old. I did my part by asking multiple times while under warranty. I was unaware Salem Pinkerton was "not a body shop" until recently. I should have been referred at the time of my first call. I also feel Pinkerton was well aware of what to look for in a used car as far as signs of wrecked damage goes. I trusted them and was fooled.Desired Settlement: I am requesting my car be repainted (clear coat only) by [redacted] (subcontractor for Pinkerton) on the right side.

Business

Response:

This customer purchased a used vehicle -2008 model with 8000 miles- from Pinkerton in 2008. At the time of her purchase we provided a copy of the CARFAX report which did not show any accident history. We have offered to bring the car to our Lynchburg body shop to examine and see if we can do anything for her. She declined that offer. We also offered to try give her extra allowance toward trading her into another vehicle which she also declined. Her car currently has 88,000 miles so is clearly out of any factory warranty. Pinkerton did what was requested at the time of purchase by providing all the information that was available.

Consumer

Response:

I have reviewed the response offer 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.

Over the phone I was offered to bring my car to the Lynchburg office for it to be "buffed". I have already been told buffing will not fix the issue. I also find it unreasonable to offer me to trade the car in simply because the paint is damaged. A new car payment will cost far more than repainting. Once again, Pinkerton was informed while I was still under warranty. They are using that as their way of deflecting responsibility. I have attached the letter I sent to Mr [redacted]. If the attachment does not work please inform me. Thank you.

Regards,

Review: There were several issue's. I had the injectors replaced in my truck. Job was supposed to take 2 days but took 10 days to complete. After the completion of the injector work I had discovered a fuel leak that was causing fumes and smoke to enter the cab of the truck. Took it back to the dealer to fix, which they did. Roughly a week later I had to have my truck towed back to the dealer for what turned out to be an electrical short in the steering column. They fixed the short in the steering column but upon getting my truck back I noticed that the ignition was not working properly. It will only turn the truck over if the key is in a "sweet" spot and is temperamental to get to start. This problem only started after the electrical work was done in the steering column. At this same time I noticed a second fuel leak so I took it back to the dealer to be looked at again. They refused to fix the fuel leak saying that part had gone bad but would fix it at the tune of over $800, even though it was a part they took off the truck to do the injector work and did not leak before the injector work. As for the ignition problem, they refused to even acknowledge it was a problem and blew it off. So I decided to take a look at it myself. I went to unscrew the lower cover on the steering column and noticed all the screws were missing. They never properly secured the cover back on. I then proceeded to look at the ignition switch to make sure it was set properly and noticed that the electrical connection was just being held in by friction. They had broken the tabs that secure the electrical connection into the ignition switchDesired Settlement: I would like the problems that have stemmed from the repairs I originally had done to be fixed.

Business

Response:

I

apologize for the multiple incidences you have incurred and apologize for not

exceeding your expectations as our customer. Our goal with every customer

is to repair the vehicle correctly the first time and on time, to limit any

mechanical disruptions for our customers. In those regards, we have

failed to exceed your expectations and we sincerely apologize to you.

When

your vehicle came in on Tuesday September the 9th with a

mileage of 157485 for all injectors to be replaced at your request, our diesel

technician started his diagnosis to determine that an expensive repair was

actually needed. After spending the morning and part of the 9th

confirming that the vehicle did need injector replacement and initial parts order

was replaced. The diesel technician began disassemble of the engine that

afternoon and began installation of parts on Wednesday afternoon. The

technician had Federal jury duty on Thursday and Friday, was off Saturday and

Sunday and completed installation and final test drive on Tuesday night and

completed his paperwork on Wednesday the 17th at 8:07 am. I

understand your expectation of 2 days were not met and I apologize again, however, jury duty is not optional.

(total bill $3702.40)

On

Tuesday the 30th, you brought your vehicle back with a mileage of

158011 due to a fuel smell. The technician found a small feed hose was

leaking at injector #3 and was repaired within 2 hours with a retro fit hose.

(total bill $0.00)

On

Wednesday the 8th of October, the vehicle was brought in with a mileage

of 158168 for a check engine light. The technician diagnosed and

found a wiring short in the steering column and repaired wiring with no parts

cost and limited labor time charged. (total bill $336.06 for labor)

On

Wednesday the 19th of November, the vehicle was brought in with a

mileage of 159962 for cutting off when the engine was cold. The

technician diagnosed the fuel filter housing assembly leaking. The fuel

filter housing did not appear to have been changed recently due to outside

appearance. The technician also found an added aftermarket fuel lift pump

that could be resulting in higher than factory fuel pressure specs. We

were advised on Thursday the 20th of November that repairs were to

be completed elsewhere. (total bill $0.00)

Pinkerton

service has been and will continue to be here to assist you when needed.

As always, the first step is to inform us that there is a problem and allow us

the opportunity to repair it. Pinkerton service hours are Monday through

Friday 7:30am till 5:30pm and Saturday 8:00 am till 12:00pm. Pinkerton

service can be reached at ###-###-#### or please contact [redacted] directly at

###-###-####.

Thank

you.

Consumer

Response:

I have reviewed the response offer 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.

No resolution was proposed, only thing stated in the dealership's response was work that had already been completed, nothing in regards to the problems that have raised due to said work. The ignition problem wasn't even addressed. I had tried working directly with the dealership and [redacted] directly on several occasions before filing my Revdex.com complaint. The leaking fuel filter housing that they said would be repaired at different facility was not the case. I told them that I would not pay the $800 plus they wanted to charge me to repair it as it did not leak before they worked on the truck and that exact part was taken off of the truck during the injector work.

Regards,

Business

Response:

The original repair was to replace the fuel injectors per the customer request. The vehicle has an aftermarket fuel lift pump that has increased the fuel rail pressure to a higher that GM specifications. Further, the vehicle is 11 years old and has around 160,000 miles. We did remove the housting assembly, but did not take it apart in any fashion. Thus, we truly have not caused the seal to fail. However, in the interest of customer satisfaction, we would like to assist the customer in half the cost of the repair. Please call to schedule an appointment so we can insure the part is in stock and waiting. If you need any further assistance, please call the dealership at ###-###-####.

Consumer

Response:

I have reviewed the response offer 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.

As stated in my original Revdex.com complaint and several in person complaints to the dealership, the fuel filter housing did not leak before the injector work was done but does after. As part of this work the housing has to be removed from the truck. The housing could have been damaged while being removed or while being moved around where ever it was placed for the week it was off the truck. As for the aftermarket lift pump, it is the only thing that has kept the truck driving as the leak in the filter housing allows air into the fuel line causing the void in the line. If the lift pump was not in place the engine would not be getting the required fuel. As for the fuel rail pressure, its the same as factory (verified with gauges) as the lift pump has a return line directly from it to the tank that pass all unneeded fuel back to the tank. The dealership has still not even addressed the issues stemmed from their work on the electrical short in the steering column. The screws missing that hold the cover in place, the broken connector, and the issue with the ignition being flacky. All stemming from the electrical work that the dealership completed. I will not pay even the half price to have the leak fixed as it did not leak before the work was done by the dealership and should be covered under their 12 month 12,000 mile parts and labor warranty that I even verified and asked about before any work was ever done to my truck. If this is not resolved by the end of the week (3/30/15) I will persueing this further than a Revdex.com claim.

Regards,

Business

Response:

We have agreed to repair his vehicle at no charge to him. However, we are currently working with him to assist in the purchase of a newer vehicle.[redacted]

Review: On May 24, 2013, I had a car brought into server (Black 2007 Chevy Corvette) in order to be checked by Pinkerton as part of a pre-purchase inspection. The purpose of the inspection was to make sure the car did not require any major repairs. The service advisor, [redacted], called me and reported that the car only needed a $1.00 light bulb and had "no issues at all". [redacted] was asked at least twice and he confirmed that the car had no issues. [redacted] confirmed that this would be a good purchase. Based on [redacted]s recommendations, I purchased the car on Saturday, May 25, 2013 and began driving home, several hours away. As soon as I drove away from the dealer, the engine light came on and the dealership was closed, so I drove the car to a gas station, checked the gas tank and fueled up with good gas, figuring perhaps this was the issue. I drove the car for a couple of days and the engine light would not go out. Therefore, I took the car to [redacted] and [redacted] to get the engine code. Both said the car had bad catalytic converters. Next, I took the car to a mechanic ([redacted] in Raleigh) who has an advanced diagnostic machine and they too said the car had bad catalytic converters; a very expensive repair of $1100. If [redacted] and the Pinkerton service department had accurately assessed this car, it should have been obvious that the car had bad catalytic converters. I contacted [redacted] and he basically said "too bad". Next, I made several attempts to speak to the service manager; I was told his name is [redacted]. The service manager has not returned my call from last week.Desired Settlement: Since a true pre-purchase inspection was obviously not performed, I am asking for a full refund. If the car was properly inspected, I would have had the car repaired before purchasing it or I would not have purchased it at all.

Business

Response:

A gentleman had contacted our service department on May 23, 2013, inquiring if we could check over a 2007 Chevrolet Corvette he was interested in purchasing from Hi-End Auto. We told him the we could do a 72 Point General Inspection, visually looking over items such as lights, gauges, wipers, belts, hoses, coolant, radiator cap, battery, battery cables, air condition components, engine oil level, air filter, spark plug cables, master cylinder, power steering, water pump, oil pan & gasket, transmission pan & gasket for any sign of leaking, front & rear brakes for excessive wear, drive shaft & u-joints, tires, shocks/struts, steering gear, exhaust system, fuel tank & lines also for wear, damage, or leaks. While the vehicle was here, the technician drove it for about 5 miles to make sure there were no obvious drivability concerns. The owner of Hi-End Auto dropped the vehicle off to us as well as picked the vehicle up from us to drive it back to Hi-End, which is about 25 miles from our location. In their driving and our driving, which is about 55 miles, the check engine light had never come on until the new owner took delivery of his Corvette and was returning to his home state.

Consumer

Response:

I have reviewed the response offer 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 check engine light came on as soon as I drove the car, while I was still in Appomattox, so how could the Catalytic converter go from being sound to failing in "55 miles" as you said?Additionally, I was told that the car was placed on a computer and checked. If the car was actually checked, it seems the computer would have discovered that the Catalytic converter was faulty.Therefore, it does not seem the car was "thoroughly" checked, therefore, I am asking for a refund.Regards,[redacted]

Business

Response:

In response to the gentleman who had purchased the 2007 Chevrolet Corvette from Hi-EndAuto, which was the selling dealer. The vehicle was brought to us by the owner of Hi-End Auto for a 72 Point Used Vehicle Check, which is mostly visual and common to the Industry. We did scan for any codes in the vehicles computer system upon which none were found at that point in time. The owner of Hi-End Auto was advised of our findings and was satisfied with our report. The owner of Hi-End Auto then came to our location and took possession of the vehicle and returned to his location to complete the sale of the vehicle. Thank you, [redacted]Service Manager

Consumer

Response:

I have reviewed the response offer 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.I am the customer, not High End. The owner of High End simply brought the car in for me, since I was coming from out of State. I had several conversations with [redacted], my sales advisor, and he agreed to look through the car for any major issues, evidence of paint work, accidents, or the need for any major repairs.Regards,[redacted]

Business

Response:

A gentleman contacted our service department on May 23, 2013, inquiring If we would check over a 2007 Chevrolet Corvette that he was interested in purchasing from Hí-End Auto. We advised him that we could do a 72 Point General inspection, just as we do for our used vehicles prior to placing them on the car lot. This contains a visual inspection of items such as: lights, gauges, wipers, belts, hoses, coolant, radiator cap, battery, battery cables, air conditioning components, engine oil level, air filter, spark plug cables, master cylinder, power steering, water pump, fuel pump, oil pan, transmission pan, all brakes, drive shaft, u-joints, tires, shocks/struts, steering gear, exhaust system, fuel tank. fuel lines. There is no intrusive check included that would involve taking apart any components. While the vehicle was here, the technician drove it for about 5 miles to make sure there were noobvious drivability concerns. The owner of Hi-End Auto dropped off and picked up the vehicle, driving back and forth from his car lot, around 25 miles away. In their driving and our driving, which is about 55 miles, the check engine light had never come on until the new owner took delivery of his Corvette and was returning to his home state. It is unfortunate that his vehicle has a problem. These things happen to vehicles that have 85,000 miles and are over 6.5 years old. There are no visual or mechanical inspections that could have predicted his current problem. Had he purchased the vehicle from our dealership, we would have repaired the vehicle for him. Perhaps the used car lot he got the car from will step up and handle it. Thank You, [redacted]Service Manager

Review: My car was taken to Pinkerton the beginning of May because it wasn't starting at times. They kept the car for almost 3 weeks saying they couldn't find anything wrong with it. They finally came up with the ignition was the problem. There was a charge of $550 that was paid. 1-2 weeks later, the car started doing the same thing it was doing before and it was taken back, that time they kept the car for about 4 days & they said there was nothing wrong. 2days later, the car did the same exact thing, they had the car towed to their company. This time they only had my car a few hours & said it was the starter, and that was replaced with no charge. When the car was picked up, we felt the jerking it was doing but figured it was just because the starter was new. My daughter lives a half of mile down from Pinkerton so the car was never moved after we picked it up. The very next day the check engine light came on, the car still jerking while driving, my daughter was on the highway and the car shut completely down while she was driving. They came & had the car towed to their company again. This time keeping the car for another 2 1/2 weeks they said it was the alternator. That was repaired and another $550 was paid. 6 days later, the car started the jerking again. I took it back to Pinkerton and the service woman was so rude we decided not to even continue to deal with them anymore. The car was taken to another company where we found out the problem was the transmission. I'm trying to figure out what exactly Pinkerton did because it seems like absolutely nothing.Desired Settlement: I would really appreciate a full refund.

Business

Response:

[redacted] brought her 2001 Saturn into our dealership with a complaint of the vehicle not starting at times and sometimes the key will come out on its own. It took our tech several attempts to duplicate the issue and it was obvious that the key cylinder and housing was worn enough to let the key physically fall out. That condition would also prohibit the vehicle from starting. To repair the issue of a worn out key cylinder, we replaced the cylinder, housing and cut a new key for the vehicle (ref repair order [redacted] - car was in the shop from 5/8/2014 ro 5/19/2014).

The vehicle was towed back to the shop on 6/13/2014 with a complaint that the vehicle did fine for a week and now is doint the same thing. After attempting to duplicare the issue all day, it was deemed that the keys she was using was the old key (as they are gold in color, the new are silver) and we cust her another key. The towing, tech time and key were all at no charge to her.

We were contacted that the vehicle was acting up again. We immediately dispatched a tech to go to the vehicle and see why it would not start. He verified the issue and we had it towed to the dealership. We found the starter had a dead spot that, if stopped at that spot, would not allow the vehicle to start. We replace the starter, covered the labor as well as the tow bill as a courtesy, eventhough it was truly a seperate issue.

Finally, the vehicle was brought back with a burning smell and the check engine light was on. We found the alternator had stopped working and burnt up therefore ruining the battery. As there was no correlation between the repairs, there was a charge for this repair.

Lastly, the vehicle was brought back for an issue of a transmission jerking once put in reverse. Neither the ignition issues or charging issuses could have caused any transmission related failure.

In short, I think Pinkerton has gone above and beyone with absorbing tow bills, labor and parts through out the entire experience. The fact of the matter is, when you own a 2001 vehicle with over 100.000 miles, things are going to fail, sometimes in succession as they were all put on at the same time and then they wear out at the same time.

If you need anything further, please contact our Service Director, [redacted].

Thanks

Review: Let me first start by saying that I purchased a low flood vehicle from a reputable used car dealer (this is the 3rd such vehicle we have purchased and all have been excellent vehicles). We began to have a problem with the shifter and so I called Pinkerton and explained to them what the vehicle was doing, and set up a time to bring my vehicle in (well aware that I would be paying for this out of my own pocket). My appointment was at 11:00 a.m. I work 3rd shift and therefore just stayed up, with no sleep, in order to take the vehicle to Pinkerton. I dropped the car off at 11:00 a.m. and my husband and I ran errands. At a little after 2:00 p.m. we received a call from Pinkerton stating that they would not work on the vehicle due to it having a "branded title", but said that my vehicle had 3 recalls on it and asked if we would like for them to fix those. My first thought was, "you will fix recalls, but will not fix what I brought my vehicle in for that I was going to pay for." Anyway, we told them yes to fix the recalls. At 4:55 p.m. Pinkerton calls to tell us that my vehicle is ready. We picked my vehicle up and asked why they would not fix the other problem that I had brought my vehicle in for and the employee said that he was given no explanation, just that it was a "branded title". Then, on the way home, I happened to glance down at my odometer and there is a message that says "Service Air Bag" which is one of the "recall" problems that were supposed to have fixed!!! Now, I have called another dealer who said it did not matter that the vehicle has a "branded title", that they will fix my shifter problem. Also, now I have to see if they will fix the "recall" problem with the air bag that Pinkerton says they fixed and actually made it to where the air bag no longer works. My complaint is that it is a GM product, regardless of what the title says. If I am going to pay to have it fixed out of my own pocket then they, being a GM dealer, should fix my car! And, if you are going to fix a "recall" problem then it needs to be fixed, but instead when the passenger sits in the passenger seat, the air bag light no longer says "on" and now I have that message as mentioned above. Not only did I waste an extensive amount of time and money in gas, now I have to go to another dealer so they can fix my original problem and fix the problem that Pinkerton created with the air bag. My husband called Pinkerton regarding this entire situation and the employee said he would give the message directly to the General Manager and have him call my husband back. My husband told the employee to tell the General Manager to call him back at 4:00 p.m. However, we never received a phone call either.Desired Settlement: They need to service GM vehicles regardless of what any title says (just like the other dealer does). If it is a GM product, then they need to service it, and especially since I am going to pay them out of my own pocket. Also if they fix a recall problem then they need to do it right and not make a customer have to take it to another dealer to fix the problem that they created!

Business

Response:

Vehicles that have been deemed a total loss by an insurance

company are done so for a legitimate reason.

Flood and fire vehicles are the most prone to having wiring issues that

will constantly be a nightmare. As in

this case, we do not work on vehicles that we cannot guarantee a quality

repair. Many times when wires and

retainers are disturbed on salvaged vehicles, other issues are created, and

then we are responsible for those repairs at our expense.

As for the recalls, they are federally mandated and as a

dealer, we have an obligation to complete them in the interest of the safety for

both the customer and other vehicles on the road.

The “Service Air Bag” light can come on for a multitude of

reasons. We completed the recalls per

the recall instructions. This does not

guarantee, nor cover, any other air bag related complaints.

If you need anything further, please feel free to contact

[redacted] at ###-###-#### ext. [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, I do not agree that they were to "take responsibility" if something else were to go wrong with the car. We took it to another dealer who ended up having to fix another issue with the car while they were fixing the "air bag" issue and I told them that "I" was willing to pay them for whatever needed to be fixed and that is exactly what I did. He called me (from the other dealership) and informed me what it would cost to fix the problem and I told him to go ahead and fix it. It now works great! I understand that Pinkerton does not want to work on these vehicles because they feel like it is their responsibility if something else goes wrong while they are fixing what the car was initially brought in for. However, if a customer tells you that they are willing to pay for whatever else goes wrong, and that Pinkerton is not responsible, then they should have fixed the car. From now on, I will take my vehicle (no matter what kind of vehicle it is) to the dealer that fixed it.

Regards,[redacted]