Regal Auto Body & Painting

Initial Business Response / [redacted] (1000, 8, 2016/02/16) */ Contact Name and Title: Ryan [redacted] Contact Phone: XXX-XXX-XXXX We apologize for Mr [redacted] 's frustrationCity Chevrolet recently went through some personnel changes and his title was not processed in a timely fashionThis is clearly our fault and we apologize As for our lack of communication with Mr [redacted] , this is entirely unacceptable and will be addressed internally OFFER: Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 11, 2015/12/03) */ Contact Name and Title: Brandon [redacted] - GSM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @cityautomall.com We are installing the running boards on his Ford F-at no costThe original agreement was when we traded for a pre owned truck with a fiberglass cover or cap that would fit his truck we would give him the option of having it at zero cost to the customerIt is clearly stated on the we owe/due bill that he received a copy of thatAt this time we still had not traded for a cover that would fit his truckThis issue has been resolvedThank you! OFFER: Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Contact Name and Title: Jim [redacted] G.M Contact Phone: XXXXXXXXXX Contact Email: ***@cityautomall.com We have worked this out with the customer OFFER:

Initial Business Response / [redacted] (1000, 21, 2017/06/07) */ [redacted] bought the Saturn Vue with 97,miles on 10/19/Customer stated vehicle will not start so City Chevrolet paid to have the Vue towed into service department on 10/31/(97,miles) The service department diagnosed the problem and replaced the alternator and charged the battery at NO cost to the customerExactly days later (102,miles) on 01/19/she stated brake pedal goes all the way to the floor, ABS light is on and right front wiper stopped workingCity Chevrolet replaced the master cylinder, flushed system, replaced front brakes, machined rotors, replaced the right rear wheel speed sensor, replaced the wiper transmission and again NO cost to the customer even though her extended warranty that she bought didn't cover the repair'sAt some point the customer needs to take ownership of the car that they decided to buy especially when it's way outside of the factory warrantyCity Chevrolet went over and beyond to help with the issues that occurred after the sale on a 100,miles vehicle Initial Consumer Rebuttal / [redacted] (3000, 23, 2017/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is far more to the issue than city is addressingHow much effort did It take to get that work done? How many phone calls to how many people? The vehicle was not purchased "as is" it was sold under what I was told was a "bumper to bumper warranty." So the alternator city replaced was covered but the brakes were not nor was I offered an explanation or even a copy of said warrantyI was not given the choice to pay for additional brake coverageI was told I'd be covered for years & 24,milesI noted the work that city did & the deplorable way they behaved about itI also noted that the abs issue was never truly fixed & that not one person from city Chevrolet would return my calls or answer my questionsIn fact it took multiple calls over the course of a month just to get the work orderAs a customer I did take responsibility for a vehicle that was sold irresponsibly by the dealership under the impression I was getting something that had indeed been inspected & under a "bumper to bumper" warrantyNot once was selling the vehicle "as is" discussed or describedIt's not just about the vehicle malfunction, it's about the way this dealerships employees sold & responded to the or customerObviously this dealership didn't take the time to read the entire statement that was included or they would've noted I had not omitted the information concerning the vehicle repairs or the part city Chevrolet played in themIn fact I included every detail along with how the employees addressed it or rather didn't want to address it

Initial Business Response / [redacted] (1000, 8, 2016/11/15) */ Contact Name and Title: [redacted] GSM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @cityautomall.com We are trying to get a hold of [redacted] so that we can trade her out of the car Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/11/17) */ Update to the referenced complaintI received a voice mail from [redacted] of City FordI called him twice today on my day off and left voice mail he mentioned a trade but I just want out of this mess and away from them as they had several opportunities to work with the and basically refused thanks Final Business Response / [redacted] (4000, 23, 2017/06/07) */ The dealer ship tried to contact the customer many times to try to arrange a time to trade back in the 164,mile AltimaShe wouldn't bring the car back in to do so

Initial Business Response /* (1000, 5, 2017/11/22) */
this case contains some in-accuate informationthis vehicle has never returned to our shop for any maintance or for any reason since the original repairs were performed 12/21/customer states it was never righthard to belive after
spending $1,they would drive for plus mnths without ever returning or calling back inwife brought vehicle in last week and became very difficultdemanding it be fixed for free and we have witness that she was cussing we simply explained that we must diagnoise and if current problem is not related to past repairs and or workmanship, there would be a diagnostic chargeleft here without having it looked athusband called our general mgrour gm explained we must look at car to see what can be doneagain, customer went down the path of yelling and screamingdemanding we pay another shopour goal is for complete customer satisfactionbut this is somewhat of an impossible situationwe cannot establish what the problem is until we look at vehiclewe cant have the customer in here acting this wayhusband had taken the car to a tire shop
Initial Consumer Rebuttal /* (3000, 7, 2017/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They lied I do not cuss and never haveThey wanted $just to look at it and I told them I didn't have $that I only make an hourAnd that it was the exact same problem I had when I brought it to them in DecemberThey told me that I had to pay them for diagnostics and that I drove this van of mine way too much and they could not guarantee their work on it, they said I had put 20,miles on it which is not the mileage I put on it at all I had put 11,miles on it since December for workOn the Ford company website it says all Ford dealerships mechanics department for parts and labor have a year guarantee on themAfter my run in with them on November I realized the way they were treating me I didn't want them looking at anything because I realized they would do something really bad to my van so then I wouldn't have a vehicle to go to work with

The customer didn't have any of the warranty paperwork showing that he got the 100% reimbursement warranty and not only that he hasn't owned the car for over a year which means not insured by the customer. We technically didn't owe him anything. City Ford City Chevrolet was trying
to over compensate the customer for his misunderstanding of the service contract that he purchased. In the attachment is a copy front and back of the service contract reimbursement guarantee form that again the customer didn't have. On the back of the contract in the bold lettering in the box clearly says A copy of the current vehicle registration showing the Customer as the registered owner of the automobile. A copy of the original Vehicle Service and Sales Contract purchased by the customer. Written verification from the administrator of the Vehicle Service Contract that no claims have been paid during the stated term of the service contract. A copy of the current Proof of Insurance. Again the customer didn't have any of the items listed above and still City Ford City Chevrolet tried to assist and do what we felt was ethical by still paying $1,of it not the warranty company

Initial Business Response /* (1000, 8, 2016/02/16) */
Contact Name and Title: Ryan ***
Contact Phone: XXX-XXX-XXXX
We apologize for Mr***'s frustrationCity Chevrolet recently went through some personnel changes and his title was not processed in a timely fashionThis is clearly
our fault and we apologize
As for our lack of communication with Mr***, this is entirely unacceptable and will be addressed internally
OFFER:
Initial Consumer Rebuttal /* (2000, 10, 2016/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/06/30) */
Contact Name and Title: *** *** service manage
Contact Phone: XXXXXXXXXX
Contact Email: ***@cityautomall.com
customers vehicle was dropped off before we openedservice advisors are required to pull the car into our service drive,
perform a walk around and write up a repair orderwe have camera's and hold advisors accountable for performing walk arounds consistantlycustomer came in to pick up vehicle , review work order, signed paperwork and leftwe have declined assistance because, there is a huge dent in the drivers doormy advisors or techs did not see any while the vehicle was herecustomer surely would have seen when picking up car and getting in thru this same doorcustomer left called back in later to state that it happened herenow the customer has gone onto facebook and put negative comments out there in regards to our dealershipfor all of the above reasons, we have to say no assistance because we didnt cause the damage

Initial Business Response /* (1000, 6, 2016/02/05) */
Contact Name and Title: Jim *** G.M
Contact Phone: XXXXXXXXXX
Contact Email: ***@cityautomall.com
I have been in communication with Mr***I am not sure why he is contacting the Revdex.comI gave him conformation this morning
(11;43) by email that everything was handled and we had bought the deal back from the bankMr*** stated this is what would make him happyWe did exactly what he wanted
OFFER:

Initial Business Response /* (1000, 11, 2015/12/03) */
Contact Name and Title: Brandon [redacted] - GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cityautomall.com
We are installing the running boards on his 2014 Ford F-150 at no cost. The original agreement was when we traded for a pre...

owned truck with a fiberglass cover or cap that would fit his truck we would give him the option of having it at zero cost to the customer. It is clearly stated on the we owe/due bill that he received a copy of that. At this time we still had not traded for a cover that would fit his truck. This issue has been resolved. Thank you!
OFFER:
Initial Consumer Rebuttal /* (2000, 13, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 14, 2016/05/17) */
Thursday, May 05, 2016
STATE OF INDIANA
OFFICE OF THE INDIANA ATTORNEY GENERAL
CONSUMER PROTECTION DIVISION
[redacted] W. [redacted] ST [redacted]
INDIANAPOLIS, IN XXXXX
Re: [redacted] vs. City Ford LLC
File no. 16-cp-XXXXX
Attn: [redacted]...

[redacted]
Dear Mr. [redacted]:
Mr. [redacted] purchased a 2012 Ford Escape with [redacted] miles on January 23, 2016. This vehicle was thoroughly inspected in our Ford service department on December 15, 2015 by one of our certified master technicians. The only documentation noted at the time of inspection was in regards to the air cleaner element needing replaced (which was performed) and the tires needing attention in the near future. In addition, at the time of inspection the check engine light was not on. In the event of the vehicle not running properly the computer on the vehicle is programmed to turn on the check engine light to indicate an engine issue. Finally, the mileage of the vehicle at the time of sale was [redacted] the mileage at the time of repair was [redacted] indicating the vehicle was driven over [redacted] miles prior to the vehicle having an issue indicating there was no ability for our dealership to have any knowledge of any type of mechanical issue.
Unfortunately, when it comes to the sale of used vehicles there is always a risk of unknown mechanical issues. It is for this reason that we make it a point to explain and offer to the customer the purchase of a mechanical protection warranty. Mr. [redacted] was offered the purchase of the warranty and chose to decline.
Attached you will find documentation verifying the above information. Please feel free to contact me with any additional questions or issues.
Sincerely,
[redacted]
General Manager
City AutoMall
[redacted]
Columbia City, In XXXXX

Initial Business Response /* (1000, 8, 2016/11/15) */
Contact Name and Title: [redacted] GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cityautomall.com
We are trying to get a hold of [redacted] so that we can trade her out of the car.
Initial Consumer Rebuttal /* (3000, 10, 2016/11/17)...

*/
Update to the referenced complaint. I received a voice mail from [redacted] of City Ford. I called him twice today on my day off and left voice mail he mentioned a trade but I just want out of this mess and away from them as they had several opportunities to work with the and basically refused thanks
Final Business Response /* (4000, 23, 2017/06/07) */
The dealer ship tried to contact the customer many times to try to arrange a time to trade back in the 164,000 mile Altima. She wouldn't bring the car back in to do so.

I am rejecting this response because: I had called about getting my warranty refunded in September of 2016 when I was informed it wasn’t valid anymore. I called Ciry Chevrolet and talked the the guy in the warranty department. I stated I was over my miles and wanted to get a refund. He then told me that I had to wait for the duration of the contract to be up to get my refund. I told him at the time that I wasn’t going to keep the car for another 1 and he said that was fine as long as I keep all my paperwork and I do have all the original paperwork from the day I bought the car. The five years is up in may so I decided I wanted to call and get the process started. I was then told that I should have received my refund when I called in September of 2016. I tried multiple times to settle this over the phone and that didn’t work. I even faxed over the auto receipt from August 2016 showing my car was over the 85000. Thats why I called to get a refund to help pay for the 1500 dollar bill I had just paid for. I did everything I was told to do in order to receive my FULL refund just like it was stated when I purchased the vehicle. After having to take a half day off work unpaid I went in to talk to the warranty guy and he said the best they could do was a 2000 mechanical credit for my current car or 1000 dollars cash and they are sorry. Well the offer was nice but I am owed the 2000 dollars I paid for this warranty that wasn’t used

Initial Business Response /* (1000, 21, 2017/06/07) */
[redacted] bought the 2008 Saturn Vue with 97,120 miles on 10/19/16. Customer stated vehicle will not start so City Chevrolet paid to have the Vue towed into service department on 10/31/17 (97,580 miles) The service department diagnosed the problem...

and replaced the alternator and charged the battery at NO cost to the customer. Exactly 90 days later (102,726 miles) on 01/19/17 she stated brake pedal goes all the way to the floor, ABS light is on and right front wiper stopped working. City Chevrolet replaced the master cylinder, flushed system, replaced front brakes, machined rotors, replaced the right rear wheel speed sensor, replaced the wiper transmission and again NO cost to the customer even though her extended warranty that she bought didn't cover the repair's. At some point the customer needs to take ownership of the car that they decided to buy especially when it's way outside of the factory warranty. City Chevrolet went over and beyond to help with the issues that occurred after the sale on a 100,000 miles vehicle.
Initial Consumer Rebuttal /* (3000, 23, 2017/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is far more to the issue than city is addressing. How much effort did It take to get that work done? How many phone calls to how many people? The vehicle was not purchased "as is" it was sold under what I was told was a "bumper to bumper warranty." So the alternator city replaced was covered but the brakes were not nor was I offered an explanation or even a copy of said warranty. I was not given the choice to pay for additional brake coverage. I was told I'd be covered for 2 years & 24,000 miles. I noted the work that city did & the deplorable way they behaved about it. I also noted that the abs issue was never truly fixed & that not one person from city Chevrolet would return my calls or answer my questions. In fact it took multiple calls over the course of a month just to get the work order. As a customer I did take responsibility for a vehicle that was sold irresponsibly by the dealership under the impression I was getting something that had indeed been inspected & under a "bumper to bumper" warranty. Not once was selling the vehicle "as is" discussed or described. It's not just about the vehicle malfunction, it's about the way this dealerships employees sold & responded to the or customer. Obviously this dealership didn't take the time to read the entire statement that was included or they would've noted I had not omitted the information concerning the vehicle repairs or the part city Chevrolet played in them. In fact I included every detail along with how the employees addressed it or rather didn't want to address it.

Initial Business Response /* (1000, 5, 2016/01/27) */
Contact Name and Title: Jim [redacted] G.M.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@cityautomall.com
We have worked this out with the customer.
OFFER: