Radley Collision Center

Dear Ms*** As stated in my letter to you of February 1, I have looked into the concerns which ">Mr*** outlined in a complaint he filed with your office dated January 28, 2016. I am happy to report that Mr*** concerns have been addressed to his satisfaction as reflected on the repair order dated February 4, 6. If I can be of any further assistance in this matter, please do not hesitate to contact me. Jonathan ***, Dealer Principal Radley Cadillac Collision Center

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

In regard to my complaint submitted on 1/27/against Radley Cadillac Collision Center ID *** please do not list that I am a dissatisfied customerThe General Manager and the Service manager were outstanding in their efforts to correct the problemThanks to the Richmond Revdex.com team for a job well done!

Dear Ms***, I have met with our team and reviewed our documents regarding the complaint filed by our service customer *** ***On March 4, Mr*** *** *** *** with 162,miles on it was brought to ourfacility for an engine oil burning
issue. The items repaired for the smoke burning issue were valve cover, throttle body and air intake tube. A power steering and brake lamp recall werealso performed on the vehicle during this visit. A *** of this repair order is ***. Mr*** returned to Radley Chevrolet on May 12, with concern of smoke coming out of the exhaust pipe. Radley Chevrolet ran a compression test on the engine and determined vehicle was in need of engine replacement. This repair order is also attached with details of engine replacement and expense. Mr*** returned to Radley on July 15, for an illuminated check engine light. The technician discovered that the gas cap was loose and check engine light was reset at no charge to customer. Mr*** contacted Radley Chevrolet on August 5, stating that the vehicle was at Firestone Tire Center and that the vehicle had seized movement. Upon contacting Firestone Tire Center, Firestone had determined the Malibu brake system had seized due to containment in brake fluid system. It is difficult to determine when the brake fluid containment occurred.Radley’s service records do not show that we repaired nor inspected brake fluid or brake lines. If a brake repair and/or fluid input was performed the operation would show on the repair order. The vehicle identification number of the *** *** *** was run through *** and there is no record of any other service centers performing any basic services on the vehicle. The vehicle is years old with 168K miles and three previous owners with very little service history. I appreciate the opportunity to address Mr*** concerns and am available to answer any further questions.***
*** *** *** ***
*** ***
*** Tell us why here

Dear [redacted],
We are in receipt of the complaint filed by our customer [redacted] regarding reimbursement for fuel used during the time she was in a loaner vehicle we provided while working with her [redacted] dealer to correct a problem resulting from work we had previously...

performed. 
Our check had been dispatched to [redacted] yesterday for the amount on her complaint. 
I hope that [redacted] will accept my sincere apology for the inconvenience caused by our mistake. 
Sincerely,
[redacted]
Radley Chevrolet

Dear [redacted]
I have reviewed the complaint by our customer [redacted] and spoken to our team members and find the following.  [redacted] last brought her vehicle to us on June 7, 2014 for regularly scheduled maintenance.  At that time there was no mention of a...

concern with the rally stripes on the vehicle.  In the intervening period Mr. Farley must have become concerned about the “cracking and fading” of the rally stripe on her vehicle.  At the time [redacted] purchased her vehicle she also purchased a mechanical repair agreement and an environmental protection package.  Her environmental protection package provides coverage in the event that painted surfaces on her vehicle are damaged by environmental conditions with certain exclusions which are enumerated on the contract.  Mr. Farley called the company which provides the environmental damage coverage and according to her complaint received poor customer service and information which conflicts with the term of her coverage and the exclusions stated on her contract.  We were made aware of this situation through [redacted]’s Revdex.com complaint.  We have made the environmental protection company with whom we work aware of our dissatisfaction with their level of customer service and have scheduled a meeting with them in which we will clarify our expectations regarding customer interaction going
forward.  We have made an appointment with [redacted]’s husband for this coming Monday so that we can evaluate the condition of the stripe and create an estimate for the environmental protection company.  [redacted] also requested in her complaint that her mechanical repair agreement be canceled.  We have informed her mechanical repair agreement company of her desire to cancel her agreement and have printed documents for [redacted]’s signature in order to complete the cancellation.  We will provide those document’s to [redacted]’s husband during the Monday appointment so that he can present them to [redacted] for her signature.
Please feel free to contact me with any questions.
Yours sincerely,
[redacted]

[redacted]
Revdex.com
720 Moorefield Park Drive, Suite 300
Richmond, VA 23236
Re: [redacted] -Radley Chevrolet
Dear [redacted],
We...

have reviewed the complaint filed by our customer [redacted] and consulted the team members involved and our records and find the following.  
On May 20th [redacted] brought her [redacted] to us concerned about a fuel smell while she was driving and her "check engine" light was illuminated. Our technician attached diagnostic equipment to [redacted]'s vehicle and the equipment delivered code P0442 indicating a large evaporative system leak. Our technician then attached an evaporative emissions system tester which verified the existence of a system leak. We then performed a smoke test to pinpoint the location of the leak and found it on the fuel tank where the fuel tank and the fuel filler neck meet. We suggested that [redacted] have her fuel tank
replaced in order to correct the problem, [redacted] was charged $165.32 for the operations performed to diagnose the evaporative system leak. [redacted] complaint outlines her concern that we misdiagnosed her vehicle and that an independent technician corrected the concern by installing a new fuel filler cap.
In view of [redacted] lost confidence in us we will, of course, be happy to refund the amount she paid us for diagnosis. Since our sequential diagnosis pinpointed
on actual leak we are certain that the check engine light on [redacted]vehicle will again illuminate. We hope [redacted] will feel comfortable returning to Radley Cadillac for the needed repair. We will, as a gesture of good will and in an effort to restore [redacted]'s faith in us, be happy to discount the fuel tank replacement.
Please feel free to contact me with any questions.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]. I would like to thank Radley for their prompt attention to this situation. 
Regards,
[redacted]

Review: I took my vehicle to the dealership on several occasions and each time I left with a bigger more costly problem than I originally started with that over time costed me over $2000 and now they made a mistake while having my vehicle and now my whole brake system is damaged due to them putting an unknown fluid into the brake reservoir and they will not assume responsibility for damaging my car nor are they willing to correct the problem.Desired Settlement: I would prefer to get my car fixed or reimburse me for all of the money that I have paid into this car since I have taken it to this place and the cost to repair my vehicle

Business

Response:

Dear Ms. [redacted], I have met with our team and reviewed our documents regarding the complaint filed by our service customer [redacted]On March 4, 2015 Mr. [redacted] with 162,736 miles on it was brought to ourfacility for an engine oil burning issue. The items repaired for the smoke burning issue were valve cover, throttle body and air intake tube. A power steering and brake lamp recall werealso performed on the vehicle during this visit. A [redacted] of this repair order is [redacted]. Mr. [redacted] returned to Radley Chevrolet on May 12, 2015 with concern of smoke coming out of the exhaust pipe. Radley Chevrolet ran a compression test on the engine and determined vehicle was in need of engine replacement. This repair order is also attached with details of engine replacement and expense. Mr. [redacted] returned to Radley on July 15, 2015 for an illuminated check engine light. The technician discovered that the gas cap was loose and check engine light was reset at no charge to customer. Mr. [redacted] contacted Radley Chevrolet on August 5, 2015 stating that the vehicle was at Firestone Tire Center and that the vehicle had seized movement. Upon contacting Firestone Tire Center, Firestone had determined the Malibu brake system had seized due to containment in brake fluid system. It is difficult to determine when the brake fluid containment occurred.Radley’s service records do not show that we repaired nor inspected brake fluid or brake lines. If a brake repair and/or fluid input was performed the operation would show on the repair order. The vehicle identification number of the [redacted] was run through [redacted] and there is no record of any other service centers performing any basic services on the vehicle. The vehicle is 10 years old with 168K miles and three previous owners with very little service history. I appreciate the opportunity to address Mr. [redacted] concerns and am available to answer any further questions.[redacted]

[redacted] Tell us why here...

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I have had a problem with Radley Chevy ever since I special ordered my [redacted] - and the current issue is the final straw. Every since I purchased the vehicle any time any service has been done I have been overcharge based on other dealership prices, my vehicle has been damaged when it was ran into a wall when dropped it off for warranty service - then I was told that I brought the vehicle in damaged and Radley refused to fix it...after 3 days of debate they finally agreed to fix it - fix it wrong and had to re-do the repair and the kept harassing me about the rental when I told them before hand that I would be out of town when they were repairing the vehicle and despite telling them to remove me from all phone and mailing lists I still receive calls about vehicle trade ins that I'm not interested in. Now I have a problem with the rally stripes on the vehicle cracking and fading and I purchased an extended "bumper to bumper, everything is covered at no cost to you" warranty that supposedly included paint and stripe protection and undercarriage coating that I'm now being told does not protect the rally stripes...after I specifically asked several differnet people in the radley organization that they would be covered - because I have a feeling they would start cracking. When I originally called about this issue at first I was told I never purchased the warranty, then that the warranty was expired - and finally that they weren't covered. It was a 5 year warranty on a 2010 model year car. I've had it with Radley - I just want my warranty money back since I can't use it and I don't trust them to fix my car probably so I can get the stripes repaired before permanent damage to the car occurs.Desired Settlement: I paid $2375.00 for the extended warranty that I've never made a claim on and now when I'm trying to I'm being told its not covered...I want the warranty money refunded back to me since the vehicle has since been paid off and it can not go back to the loan so I can go to a body shop and get the repair done properly. Credit to Radley is not acceptable - I no longer want to deal with this company.

Business

Response:

Dear [redacted]

I have reviewed the complaint by our customer [redacted] and spoken to our team members and find the following. [redacted] last brought her vehicle to us on June 7, 2014 for regularly scheduled maintenance. At that time there was no mention of a concern with the rally stripes on the vehicle. In the intervening period Mr. Farley must have become concerned about the “cracking and fading” of the rally stripe on her vehicle. At the time [redacted] purchased her vehicle she also purchased a mechanical repair agreement and an environmental protection package. Her environmental protection package provides coverage in the event that painted surfaces on her vehicle are damaged by environmental conditions with certain exclusions which are enumerated on the contract. Mr. Farley called the company which provides the environmental damage coverage and according to her complaint received poor customer service and information which conflicts with the term of her coverage and the exclusions stated on her contract. We were made aware of this situation through [redacted]’s Revdex.com complaint. We have made the environmental protection company with whom we work aware of our dissatisfaction with their level of customer service and have scheduled a meeting with them in which we will clarify our expectations regarding customer interaction going

forward. We have made an appointment with [redacted]’s husband for this coming Monday so that we can evaluate the condition of the stripe and create an estimate for the environmental protection company. [redacted] also requested in her complaint that her mechanical repair agreement be canceled. We have informed her mechanical repair agreement company of her desire to cancel her agreement and have printed documents for [redacted]’s signature in order to complete the cancellation. We will provide those document’s to [redacted]’s husband during the Monday appointment so that he can present them to [redacted] for her signature.

Please feel free to contact me with any questions.

Yours sincerely,

Review: My car was serviced on 05/20/14. I requested tech to check why my engine light is on. He checked it, stated fault code po442, large evap system leak. Verify at fuel /filler neck.He charged me $165.32 to verify.recommend fuel tank to correct concern cost $1076.02 plus tax/ $$ Part much be ordered.I took my car to auto zone had a diagnosis check done.Then took it to another mechanic and had the po442 repaired by adjustment and new gas cap. With total cost of $15.00Desired Settlement: I would like a refund from tech of $165.32 as I have had checks done there before with no charge.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Re: [redacted] #[redacted] -Radley Chevrolet

Dear [redacted],

We have reviewed the complaint filed by our customer [redacted] and consulted the team members involved and our records and find the following.

On May 20th [redacted] brought her [redacted] to us concerned about a fuel smell while she was driving and her "check engine" light was illuminated. Our technician attached diagnostic equipment to [redacted]'s vehicle and the equipment delivered code P0442 indicating a large evaporative system leak. Our technician then attached an evaporative emissions system tester which verified the existence of a system leak. We then performed a smoke test to pinpoint the location of the leak and found it on the fuel tank where the fuel tank and the fuel filler neck meet. We suggested that [redacted] have her fuel tank

replaced in order to correct the problem, [redacted] was charged $165.32 for the operations performed to diagnose the evaporative system leak. [redacted] complaint outlines her concern that we misdiagnosed her vehicle and that an independent technician corrected the concern by installing a new fuel filler cap.

In view of [redacted] lost confidence in us we will, of course, be happy to refund the amount she paid us for diagnosis. Since our sequential diagnosis pinpointed

on actual leak we are certain that the check engine light on [redacted]vehicle will again illuminate. We hope [redacted] will feel comfortable returning to Radley Cadillac for the needed repair. We will, as a gesture of good will and in an effort to restore [redacted]'s faith in us, be happy to discount the fuel tank replacement.

Please feel free to contact me with any questions.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Our 2010 [redacted] was purchased at Radley in November 2013. The vehicle was taken in for diagnosis in May 2014 after hearing a noise from the vehicle. We were contacted and advised that an axle needed to be replaced. The part was repaired in early May and returned to us. 2 weeks later, around 5/24/2014, we contacted Radley again regarding a knocking noise we were hearing coming from the front of the vehicle. We spoke to someone who did not take the time to assist us but immediately rushed us off the phone and advised us that they "did not handle warranty issues" and referred us back to [redacted]. We contacted [redacted] in Woodbridge, Virginia and were advised on 5/24/14 that Radley had failed to put a piece back on the [redacted] when they did the repair in early May 2014 which was causing the loud knocking sound. [redacted] and Radley worked together to resolve the issues that were caused by Radley's technicians. In the meantime, we requested a rental vehicle to accommodate at least 6 passengers (just as our [redacted]). Radley provided the vehicle, and had initially agreed to refund our expenses for gas due to their negligence and the fact that our [redacted] had a full tank of gas prior to the incident. We have made several attempts to contact the company and the representative that assisted us ([redacted]). He provided his email address on 5/29/14 so that I could send him copies of the receipts (which I sent on 5/30/14). We allowed sufficient time for [redacted] to resolve the refund and mail the check to us but have received nothing nor any responses to requests for updates. Communication took place on 6/4/14 when [redacted] advised that he would be in the shop and communicate with the manager to discuss the refund for fuel. I sent another email to follow up on 6/10/14. [redacted] has not responded to my requests nor has he called me or my husband, Vaughn.Desired Settlement: We would like a refund for the gas we had to use to put in the vehicle provided as [redacted] provided the vehicle with less than 1/4 tank of fuel. The total of the fuel expenses were $112.06 and receipts were provided as requested.

Business

Response:

Dear [redacted],

We are in receipt of the complaint filed by our customer [redacted] regarding reimbursement for fuel used during the time she was in a loaner vehicle we provided while working with her [redacted] dealer to correct a problem resulting from work we had previously performed.

Our check had been dispatched to [redacted] yesterday for the amount on her complaint.

I hope that [redacted] will accept my sincere apology for the inconvenience caused by our mistake.

Sincerely,

Radley Chevrolet

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]. I would like to thank Radley for their prompt attention to this situation.

Regards,

Review: On August 21, while traveling from [redacted] we had trouble with our [redacted] (86,000 miles on it) (clanking noise in engine). We were towed to Radley Chevrolet in [redacted]. They inspected the vehicle and said the computer showed knocking and we needed a new engine for $7,000. We were stunned, but had the option of fixing it or buying a new vehicle. As we were moving into a new home, we needed to get to ** in two days, we agreed. I left to go to ** and my husband stayed. In thinking it over, my husband asked them to look further and they discovered "removed lower intake and rear cylinder head, found on cylinder 5 exhaust rocker arm threads had pulled out of the head and an intake pushrod was bent. Found lifter damage as well". We requested they fix the problem rather than installing an entirely new engine. The job was finished on August 30 - they supposedly could not get parts. The final bill was $4617.06. For some unknown reason they removed and replaced the front cylinder head as well. My husband had to go back to pick up the van. As he has some aphasia, he had no ability to argue with them, so he paid and took the van. We have spoken to two other [redacted] at Chevrolet dealers. One gave me a 'worst case scenario' on fixing the issue and said at most it would be $3,000 if heads had to be replaced. The other reviewed the actual bill and said they could have fixed it in 4-5 hours, and would have charged approximately $550. (This dealer was appalled at the bill as they saw no need for new heads and could have fixed the bolt problem). Neither would have recommended a new engine. I have written directly to [redacted] at Radley and he offered to refund the restocking fee for an engine they ordered ($250). I spoke to Chevrolet corporate customer service who spoke to [redacted]. The customer service representative knew nothing about engine repair, so believed [redacted] response. He states they tried to fix the loose bolts with helicoil, but there is no charge for it on the invoice. They state we authorized repairs that we did not (new spark plugs and wire, coolant and oil change. for example). Unfortunately this is an 'our word against theirs' as they have nothing signed and neither of us can prove authorization. If you try to work with them about this complaint, you would need to have someone familiar with engine repair dealing with them.Desired Settlement: At best they should charge the 'worst case scenario' price I was quoted, which included a new head and was $3,000. Also, they should review their repair department practices (I noticed other complaints about their service department).

Business

Response:

[redacted]

[redacted] October 14, 2013

Ms. [redacted]

Revdex.com

Re: [redacted] #[redacted] -Radley Chevrolet

Dear [redacted],

I have reviewed the above referenced complaint filed by the wife of our customer [redacted]. I have interviewed our team members and reviewed our records and find the following.

On August 21,2013 Mr. [redacted]'s 2003 Chevrolet Ventu[redacted] with 86,628 miles on the odometer was towed to our service facility having lost power and manifesting a loud engine knocking noise. Our technician diagnosed the failure as resulting from a misfire on cylinder #5. After testing fuel, spark, injector fire and compression our technician recommended engine replacement. The [redacted]'s then recontacted our service facility asking that we perform an engine tear down to provide eye witness diagnosis as to the cause of the failure. Our technician removed the lower intake and rear cylinder head and found cylinder #5 exhaust rocker arm threads had pUlled themselves out of the cylinder

head and also that the intake push rod was bent. Our technician also found damage to the engine lifter. We recontacted the [redacted]'s and again recommended an engine replacement. The [redacted]'s requested that we repair the damage rather than replace the engine. Our technician replaced the rear cylinder head and all associated components and fluids. In order to replace the pushrods it is necessary to remove the front cylinder head rocker arm bolts. Our technician did not remove the front cylinder head at that time. When our technician installed the pushrod bolts for the front cylinder head rocker arm the threads pulled out. We have encountered this situation in the past in circumstances when the lower intake manifold has been replaced and the rocker arm bolts have been torque. This may have been the cause of the bolt threads pulling out but this is only conjecture. After having tried to repair the threads with a heli coil, (this is a thread insert approved by General Motors as a repair procedure for such circumstances]. The heli coil would not hold. Since this repair was not effective the [redacted]'s were not charged for the heli coil process. [redacted] states that the replacement spark plugs and wires and oil, etc. were not specifically authorized. These parts andl:luids were authorized by Mr. [redacted] on the estimate given to him on August 21,2013 at 2:18 p.m.

The total charge for operations successfully performed and leading to the repair of the [redacted]'s vehicle was $4,617.06.

Between the time Mr. [redacted] authorized the engine replacement and the [redacted]'s notifying our service facility that they preferred that we repair their engine we had ordered a replacement engine. We were charged a restocking fee of $250.00 which was passed along to the [redacted]'s. When we were contacted by [redacted] via e-mail that she had concerns about the cost of the repair to the engine we agreed to refund the engine restocking fee to the [redacted]'s. We have reviewed the operations we performed and the price we charged with General Motors Customer Assistance who have spoken to [redacted] as she points out in her complaint. General Motors reviews such customer concerns carefully and are not, as [redacted] states in her complaint, people who "knew nothing about engine repair".

I empathize with [redacted] regarding her distress at having a vehicle break down far from home which required such a large expenditure for major engine repair.

I assure you the[redacted] were not overcharged.

Sincerely,

Review: Originally towed my car in for repair after I hit a deer. Asked them if they could fix my rear bumper where it was damaged. They said yes they could fix it and it would be 250. I am on a strict budget so I asked if they could do 200 and they said yes. They ordered the parts. On 1=20=2016 I bought the car in for it to be repaired and waited for it. The Manager Manie [redacted] took my car back. In like three hours they said it was ready so I paid for it and went out to the car. Although I thought it was odd that they did not go over the repairs with me I looked at the car and it was not repaired. I felt like Manie was trying to slide one by me so I got Manie and showed it to him and he said oh well I can try to tighten it up but if that does not fix it I will need to order more parts and there would be additional labor. Briefly, we debated the issue and I reminded him he guaranteed to fix the car for 200. He took the car back and the bumper was still not fixed. I told him to order the parts but then I thought about it and he agreed to FIX my car for 200 so why should I pay more. I attempted to contact the Cadillac Service Manager without a response. So the second time I asked Mr. Paul B[redacted] who was the General Manager of Radley Cadillac in an email and his response was looks good to me??? So I notified the Revdex.com.Desired Settlement: Since they will be mad that I contacted the Revdex.com I am hesitant to let them work on my car again. My car looks the same as when I took it in so I either want a full refund or I want my car fixed correctly at the agreed upon price at no additional cost to me and with assurances that my car will be fixed properly and no games!

Business

Response:

Dear Ms. [redacted] As stated in my letter to you of February 1, I have looked into the concerns which Mr. [redacted] outlined in a complaint he filed with your office dated January 28, 2016. I am happy to report that Mr. [redacted] concerns have been addressed to his satisfaction as reflected on the repair order dated February 4, 201 6. If I can be of any further assistance in this matter, please do not hesitate to contact me. Jonathan [redacted], Dealer Principal Radley Cadillac Collision Center

Consumer

Response:

In regard to my complaint submitted on 1/27/2016 against Radley Cadillac Collision Center ID [redacted] please do not list that I am a dissatisfied customer. The General Manager and the Service manager were outstanding in their efforts to correct the problem.Thanks to the Richmond Revdex.com team for a job well done!