Quality Pontiac

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Contact Name and Title: [redacted] MANAGER Contact Phone: XXXXXXXXXX Contact Email: [redacted] @QUALITYGMCARS.COM CUSTOMER HAD VEHICLE TOWED IN,COMPLAINT WAS FOR HARD STARTING FOR A WHILE AND STALLED OUT,WILL NOT RESTARTWE CHECKED OUT CUSTOMER VEHILCE ,TECHNICIAN WENT OUTSIDE, VEHILCE STARTED RIGHT UP,RATTLING/KNOCKING/CHERPING NOISE COMING FROM LOWER PART OF ENGINE,TO FURTHER DIAGNOSE,TECHNICIAN REMOVE SERPENTINE BELT,NO CHANGE IN ENGINE NOISE,CHECK TIMING CHAINS,THEY ARE TIGHT AND VEHILCE DID NOT JUMP TIME.NOISE COMING FROM LOWER END OF ENGINE IS A SPUN BEARINGSPOKE TO HUSBAND BY PHONE,ADVISE CUSTOMER OF FINDINGS.ADVISE CUSTOMER IT A MAJOR REPAIR,NEED TO TEAR DOWN ENGINE,ADVISE HIM IT MAY NEED A NEW MOTOR,DEPENDING IF MAIN BEARING ON CRANKSHAFT ,WILL NEED ENGINEESTIMATE $FOR REPLACEMENT WHICH INCLUDES PART& LABOR AND TAX,COMES WITH 3YEAR/100,WARRANTY VERSES IF A REPAIR IS DONE,IT COMES WITH MONTH/12,MILE WARRANTYCUSTOMER STATES(MR), HE WAS GOING TO LET ME KNOWNEXT DAY, HUSBAND AND WIFE CAME IN ,WIFE STATES THAT,THEY OWNED VEHILCE FOR A YEAR AND WE DAMAGED HER ENGINE WHEN PERFORM TIMING CHAINS BECAUSE WE CHANGE HER OIL AT TIME OF REPAIRAT THAT TIME OF REPAIR,VEHILCE WAS OUT OF WARRANTY,WE OFFER THE CUSTOMER ASSISTANCE ON THAT REPAIR AND PROVIDED CUSTOMER WITH A NEW LOANER CAR AT NO CHARGE BACK ON 06/04/AT MILES,I ADVISE CUSTOMER, PER GM PROCEDURE,#XX-XX-XX-XXXF WE ARE REQUIRED TO CHANGE OIL AND FILTER WHEN PERFORM TIMING CHAIN REPAIRI ALSO ADVISE HER AT TIME OF REPAIR,TECHNICIAN NOTE PROIR TO CHANGING TIMING CHAINS,ENGINE WAS LOW ON OIL AND HAD A SLIGHT RATTLE FROM LOWER END OF ENGINE.CUSTOMER WAS NOT AT ALL HAPPY WITH OUR CONVERSATION AND HAD VEHILCE TOWED AWAYSHE SPOKE TO OWNER,AND LEFT,OWNER CALLED HER BACK AND OFFER ASSISTANCE ON REPAIRIF IT NEEDS A NEW ENGINE,CUSTOMER PAY $FOR NEW MOTOR, OR HER PORTION COULD BE LESS IF ENGINE CAN BE REPAIRED,WE WOULD NEED TO TEAR DOWN MOTOR TO MAKE THAT DETERMINATION

Initial Business Response /* (1000, 5, 2015/12/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@QUALITYGMCARS.COM
CALLED CUSTOMER ON 12/28/2015 LEFT TWO MESSAGES AT 10:30AM & 2:30PM,GOT IN TOUCH WITH CUSTOMER 12/31/2015 9:30AM. SHE STATED...

PROBLEM WAS THERE BEFORE RECALL WAS DONE 09/03/2014, WE PERFORM RECALL WENT AWAY FOR A TIME ,CUSTOMER CAME ON 11/23/2015, WE CHECK VEHILCE,NO CODES STORED,AND CUSTOMER CONCERN WAS NOT ACTING UP WHEN SHE BROUGHT IT IN FOR REPAIR. I SPOKE TO [redacted] 0N 12/31/2015 OFFER TO RECHECK THE RECALL THAT WAS PERFORMED BACK ON 09/03/2014 AND IF IT PART OF RECALL, I GET GM TO TAKE CARE OF REPAIR, IF IT IS DO TO SOMETHING ELSE, I WILL LET HER KNOW.ALSO SHE STATED RECALL 14VXXXXXX IS NTSB NUMBER,SAME RECALL THAT WAS DONE ON 09/03/2014 [redacted] GM NUMBER). CUSTOMER IS COMING IN ON 01/05/2015 TO HAVE US RECHECK HER CONCERN, AND WE GO FROM THERE.

When a customer comes in and get a key cut, either we cut the key off and existing key(making a copy) or proof of ownership, which be title of vehicle,which has VIN  number on it , the key is specific to that vehicle.  customer need to bring in receipt, key,and vehicle -which will have lock cylinder in it. Note key is not reuseable. Customer need to produce these three things in order to get reimbursed. If customer purchased a new lock cylinder and it came with new keys, those lock cylinder are coded differently all together and that key will not work.. Then that key is useless and there nothing I can do for customer.

Initial Business Response /* (1000, 5, 2015/07/06) */
Contact Name and Title: [redacted] MANAGER
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@QUALITYGMCARS.COM
CUSTOMER HAD VEHICLE TOWED IN,COMPLAINT WAS FOR HARD STARTING FOR A WHILE AND STALLED OUT,WILL NOT RESTART. WE CHECKED OUT...

CUSTOMER VEHILCE ,TECHNICIAN WENT OUTSIDE, VEHILCE STARTED RIGHT UP,RATTLING/KNOCKING/CHERPING NOISE COMING FROM LOWER PART OF ENGINE,TO FURTHER DIAGNOSE,TECHNICIAN REMOVE SERPENTINE BELT,NO CHANGE IN ENGINE NOISE,CHECK TIMING CHAINS,THEY ARE TIGHT AND VEHILCE DID NOT JUMP TIME.NOISE COMING FROM LOWER END OF ENGINE IS A SPUN BEARING. SPOKE TO HUSBAND BY PHONE,ADVISE CUSTOMER OF FINDINGS.ADVISE CUSTOMER IT A MAJOR REPAIR,NEED TO TEAR DOWN ENGINE,ADVISE HIM IT MAY NEED A NEW MOTOR,DEPENDING IF MAIN BEARING ON CRANKSHAFT ,WILL NEED ENGINE. ESTIMATE $6500.00 FOR REPLACEMENT WHICH INCLUDES PART& LABOR AND TAX,COMES WITH 3YEAR/100,000 WARRANTY VERSES IF A REPAIR IS DONE,IT COMES WITH 12 MONTH/12,000 MILE WARRANTY. CUSTOMER STATES(MR), HE WAS GOING TO LET ME KNOW. NEXT DAY, HUSBAND AND WIFE CAME IN ,WIFE STATES THAT,THEY OWNED VEHILCE FOR A YEAR AND WE DAMAGED HER ENGINE WHEN PERFORM TIMING CHAINS BECAUSE WE CHANGE HER OIL AT TIME OF REPAIR. AT THAT TIME OF REPAIR,VEHILCE WAS OUT OF WARRANTY,WE OFFER THE CUSTOMER ASSISTANCE ON THAT REPAIR AND PROVIDED CUSTOMER WITH A NEW LOANER CAR AT NO CHARGE BACK ON 06/04/2015 AT 103344 MILES,I ADVISE CUSTOMER, PER GM PROCEDURE,#XX-XX-XX-XXXF WE ARE REQUIRED TO CHANGE OIL AND FILTER WHEN PERFORM TIMING CHAIN REPAIR. I ALSO ADVISE HER AT TIME OF REPAIR,TECHNICIAN NOTE PROIR TO CHANGING TIMING CHAINS,ENGINE WAS LOW ON OIL AND HAD A SLIGHT RATTLE FROM LOWER END OF ENGINE.CUSTOMER WAS NOT AT ALL HAPPY WITH OUR CONVERSATION AND HAD VEHILCE TOWED AWAY. SHE SPOKE TO OWNER,AND LEFT,OWNER CALLED HER BACK AND OFFER ASSISTANCE ON REPAIR. IF IT NEEDS A NEW ENGINE,CUSTOMER PAY $3250.00 FOR NEW MOTOR, OR HER PORTION COULD BE LESS IF ENGINE CAN BE REPAIRED,WE WOULD NEED TO TEAR DOWN MOTOR TO MAKE THAT DETERMINATION.

Complaint: [redacted]
I am rejecting this response because: I have the key and receipt but not the lock cylinder. I was never asked for the VIN. I would like a refund for a key that never worked.
Sincerely,
Richard Summers

CUSTOMER HAD A KEY CUT FOR HIS CAR, CUT SPECFIC TO HIS TO VEHICLE  IDENTIFICATION NUMBER. WE ASK CUSTOMER TO BRING IN LOCK CYLINDER, KEY THAT HE PURCHASED, AND HIS RECIEPT FOR KEY AT SAME TIME. NOTE KEY WAS CUT SPECFIC FOR HIS  VEHILCE AND CAN NOT BE REUSED. IT VIN SPECIFIC. CUSTOMER...

HAS NOT BROUGHT IN ALL THREE THING AT ONE TIME TO HELP RESOLVE HIS ISSUE.