[redacted] Attachments 11/30/5:PM (hours ago) [redacted] ** Please note that the bill shows $but the company sent me a check for $last week because they did not tell me that there would be a travel fee, so the amount I was charged was $[redacted] ***
[redacted]Attachments 11/30/17 5:07 PM (15 hours ago)[redacted] Please note that the bill shows $260 but the company sent me a check for $50 last week because they did not tell me that there would be a travel fee, so the amount I was charged was $210.[redacted]
We have received the Revdex.com complaint#[redacted] from [redacted] on his 2005 Chevrolet Suburban with 221,366 miles on it. We are very sorry he is having other issues. We serviced his vehicle on October 12, 2017 and received the complaint on December 15, 2017 so I spoke with the Service advisor and...
Technician involved with the repair to see what they could remember from that time frame. Based on the repair order history and their memory, the vehicle came in with the brake pedal going all the way to the floor and the brakes did not stop at all. The vehicle was unsafe to drive and was leaking fluid on the ground. The technician found the lines rusted through going from front of vehicle to the rear. As to be expected on a vehicle that old(2005 with 221,000 miles) there was a significant amount of rust under the vehicle especially in the brake lines. The technician states he gave the option of only fixing just what it needs to be functional or replacing them all due to the amount of rust(recommended repair) The customer chose the lesser repair of only fixing what it needs. The customer does state in his own complaint that we told him the others will need replacing and now another shop seems to be confirming this. When the vehicle was returned to the customer it was repaired and did have a full brake pedal again. We would be more than happy to look at the vehicle with the customer present (at no charge to the customer) FIRST for safety sake, and secondly to confirm the repairs were completed and done so properly. We guarantee our work on the parts we replaced for 12 months unlimited mileage (parts and labor). This guarantee would be for the parts and the workmanship of the repairs we made. This guarantee would NOT cover the event of more failures happening to the brakes in the future. Three important factors here are the fact we recommended more repairs , the vehicle was very rusted and worn well beyond normal mechanical limits with the age and miles (2005 with 221,366 miles). In response to the complaint, our repair order history shows we used a 51” line, 72”line, a 30” line and 4 fittings on the vehicle, but the complaint says none of them were new. The job was very time consuming as exact fit lines are not available on this vehicle so they have to be made up from bulk line. All of the lines, fittings and bleeder valves were severely rusted and took significant time to loosen and remove. The complaint mentions 30 minutes to repair however, you simply cannot do repairs of this scope in 30 minutes. The work was performed by a technician with over 20 years of Gm experience and has achieved General Motors Training and skills distinction of “World Class” Only 9 technicians in the state of Kentucky carry this distinction . The total charged was $845.93 and the original estimate was $750. It was an estimate, however, after inspection with the customer we will be happy to refund the difference of $95.33 to the customer( or if our inspection reveals something different, we will definitely make it right) In Summary: Big M Chevrolet always strives to be honest and transparent in everything we do. We are more than happy to inspect the vehicle with the customer and technician present to be sure it is safe and our repairs are proper At the very least, we are happy to refund the difference of $95.33 to the customer. We would also like to extend to the customer an offer to complete any additional repairs needed at a 25% discount if he choses to replace the rest of the lines that were rusted and originally declined repairs. Respectfully, [redacted] Service Director
In response to Mr. [redacted] complaint dated 2/27/2018. I would like to apologize for the misunderstanding. We are working to fix this issue with our pricing. As noted in all of our descriptions, including descriptions on third party sites, we offer an additional $1000 discount for using...
one of our pre-approved lenders. Most lenders are on this list and we offer this additional discount to our customers. This is an additional discount offered to the customers that choose to use this offer. On occasions some customers choose to not take advantage of this discount and that choice is theirs. But the majority of customers appreciate that we offer the additional discount that most dealers don't offer. I am sorry that you had a bad experience and it is our goal to make sure all of customers have the best possible experience ever when purchasing a vehicle. That is why we offer additional discounts and offers when customers purchase a vehicle. We are working with our website provider to show the discount more clear. I appreciate your feedback and ways to improve our business practices. We are always open to listening to our customers in ways we can improve and make the buying experience more affordable and more pleasurable. Sincerely, [redacted] General Manager
Business Response to a Complaint Complaint ID#: [redacted] Company Name: Big M Chevrolet Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: To...
whom it may concern, In response to customer Complaint ID: [redacted]; while we sympathize with the frustration and complaint filed by Ms. [redacted] on the pre-owned 2012 Jeep Wrangler that was purchased on 02/27/2016. This vehicle was sold in good faith, with absolutely no knowledge of any pre-existing issues, nor were there any attempts made by the Big M Chevrolet to hide or withhold any information about this vehicle that could have any bearing on the warranty, reliability, or lifespan of this vehicle. In fact, for any used vehicle to qualify for the "Warranty Forever" limited lifetime power-train warranty, the vehicle must have less than 100,000 miles, and pass a multi-step inspection process that meets or exceeds a comprehensive, and rather stringent condition report to make it eligible to receive this warranty. The vehicle in question was inspected by our dealership's service department prior to it being made available for resale. As per Big M's used vehicle sales protocol and process, any necessary repairs discovered and needed that would allow an eligible vehicle to qualify for Big M's "Warranty Forever" program, as well as any issues that would be considered excessive wear, or a potential safety or reliability concern would be written up, and an estimate would be generated and presented to the sales management staff. Upon review of said estimate, a decision would be made in order to decide the proper method or channel to sell or dispose of the given vehicle. The dealership's service department generates it's income and profit by servicing vehicles, regardless of whether they belong to a private owner or the dealership itself. It is in the best interest of the dealership to make necessary repairs on vehicles presented for service, for both profitability within the service department, as well as creating and insuring satisfied customers, maintaining customer satisfaction, which insures the future success of the dealership through repeat and referral customers. On the vehicle in question, Ms. [redacted]'s 2012 Jeep Wrangler, as with every other customer, Ms. [redacted] would have been welcome to have an independent used vehicle inspection performed at a facility of her choice, and to insure that our valued customers do not suffer unfortunate, or unforeseen problems that any pre-owned vehicle could cause, we offer our "Lifetime Forever" limited power-train warranty on eligible vehicles, and as an extremely reassuring option, we offer several extended service contracts, some that are very comprehensive, that can be custom tailored to most any driver's needs, depending on mileage driven, years, owned, and deductible desired, that gives the customer the peace of mind protection of a bumper to bumper warranty that will cover components that may not be covered on our "Warranty Forever" limited power-train warranty program that is included with most used vehicles we sell that have less than 100,000 miles. If the customer does not recognize the value of, or welcome the peace of mind protection that the extra-cost extended service contracts offer, they are required to sign a waiver form. We have on file a copy of this form for Ms. [redacted] showing that she elected to decline any additional coverage on her 2012 Jeep Wrangler. Also, not being able to keep up with every manufacturer's warranty, we also have a Federal Buyer's Guide that is either checked with a box showing WARRANTY or AS IS-NO WARRANTY. We represented our vehicle in good faith with the "Warranty Forever" limited power-train warranty provided by us at no extra charge, as well as multiple options of extending this coverage. Unfortunately Ms. [redacted] elected not to add any additional coverage, and also signed the Federal Buyer's Guide, showing that Big M Chevrolet was selling the vehicle AS IS-NO WARRANTY. As for the vehicle being Canadian, customers can request an Auto-Check (similar to CarFax), a service that we provide at no cost, unlike most customers who have to pay for a CarFax out-of-pocket to insure they have as much of the proper information as possible, before making a decision to purchase. In investigating this matter, I learned that Chrysler, Jeep, Dodge, and Ram are the only brands that do not honor their United States factory warranty if it is a Canadian import. We regret the fact that all of this could have all been prevented if the extended vehicle service contract had not been declined by Mr. and Mrs. [redacted]. With several of the plans, the vehicle could have been repaired with as little as a zero dollar deductible. In conclusion, we regret the situation and feel we have gone above and beyond our legal and financial responsibility to do everything possible to remedy the situation, i.e., having the vehicle towed to our dealership, paying the Dodge dealership to diagnose the problem, and then offering to cover a portion of the cost to repair the vehicle at our internal price, unlike adopting the policies of a lot of dealers that may only take the time to apologize for their unfortunate circumstances. Update on the situation our Life time warranty company has agreed to cover the difference in cost as a favor to us and the customer. Thanks, [redacted] Sales Manager Big M Chevrolet Sent on: 3/21/2016 5:41:58 PM
11/7/17 3:33 pm Telephone response obtained from the company as follows:The company stated they did repair a faucet and the consumer paid and was happy.The company stated they verbally told the consumer the work was not guaranteed.The company stated they did not write out a receipt and the consumer...
did not want one.The company stated they did speak with the consumer in October and they told the consumer they should replace the faucet because it can only be fixed so many times.
[redacted] Attachments 11/30/5:PM (hours ago) [redacted] ** Please note that the bill shows $but the company sent me a check for $last week because they did not tell me that there would be a travel fee, so the amount I was charged was $[redacted] ***
[redacted]Attachments 11/30/17 5:07 PM (15 hours ago)[redacted] Please note that the bill shows $260 but the company sent me a check for $50 last week because they did not tell me that there would be a travel fee, so the amount I was charged was $210.[redacted]
We have received the Revdex.com complaint#[redacted] from [redacted] on his 2005 Chevrolet Suburban with 221,366 miles on it. We are very sorry he is having other issues. We serviced his vehicle on October 12, 2017 and received the complaint on December 15, 2017 so I spoke with the Service advisor and...
Technician involved with the repair to see what they could remember from that time frame. Based on the repair order history and their memory, the vehicle came in with the brake pedal going all the way to the floor and the brakes did not stop at all. The vehicle was unsafe to drive and was leaking fluid on the ground. The technician found the lines rusted through going from front of vehicle to the rear. As to be expected on a vehicle that old(2005 with 221,000 miles) there was a significant amount of rust under the vehicle especially in the brake lines. The technician states he gave the option of only fixing just what it needs to be functional or replacing them all due to the amount of rust(recommended repair) The customer chose the lesser repair of only fixing what it needs. The customer does state in his own complaint that we told him the others will need replacing and now another shop seems to be confirming this. When the vehicle was returned to the customer it was repaired and did have a full brake pedal again. We would be more than happy to look at the vehicle with the customer present (at no charge to the customer) FIRST for safety sake, and secondly to confirm the repairs were completed and done so properly. We guarantee our work on the parts we replaced for 12 months unlimited mileage (parts and labor). This guarantee would be for the parts and the workmanship of the repairs we made. This guarantee would NOT cover the event of more failures happening to the brakes in the future. Three important factors here are the fact we recommended more repairs , the vehicle was very rusted and worn well beyond normal mechanical limits with the age and miles (2005 with 221,366 miles). In response to the complaint, our repair order history shows we used a 51” line, 72”line, a 30” line and 4 fittings on the vehicle, but the complaint says none of them were new. The job was very time consuming as exact fit lines are not available on this vehicle so they have to be made up from bulk line. All of the lines, fittings and bleeder valves were severely rusted and took significant time to loosen and remove. The complaint mentions 30 minutes to repair however, you simply cannot do repairs of this scope in 30 minutes. The work was performed by a technician with over 20 years of Gm experience and has achieved General Motors Training and skills distinction of “World Class” Only 9 technicians in the state of Kentucky carry this distinction . The total charged was $845.93 and the original estimate was $750. It was an estimate, however, after inspection with the customer we will be happy to refund the difference of $95.33 to the customer( or if our inspection reveals something different, we will definitely make it right) In Summary: Big M Chevrolet always strives to be honest and transparent in everything we do. We are more than happy to inspect the vehicle with the customer and technician present to be sure it is safe and our repairs are proper At the very least, we are happy to refund the difference of $95.33 to the customer. We would also like to extend to the customer an offer to complete any additional repairs needed at a 25% discount if he choses to replace the rest of the lines that were rusted and originally declined repairs. Respectfully, [redacted] Service Director
In response to Mr. [redacted] complaint dated 2/27/2018. I would like to apologize for the misunderstanding. We are working to fix this issue with our pricing. As noted in all of our descriptions, including descriptions on third party sites, we offer an additional $1000 discount for using...
one of our pre-approved lenders. Most lenders are on this list and we offer this additional discount to our customers. This is an additional discount offered to the customers that choose to use this offer. On occasions some customers choose to not take advantage of this discount and that choice is theirs. But the majority of customers appreciate that we offer the additional discount that most dealers don't offer. I am sorry that you had a bad experience and it is our goal to make sure all of customers have the best possible experience ever when purchasing a vehicle. That is why we offer additional discounts and offers when customers purchase a vehicle. We are working with our website provider to show the discount more clear. I appreciate your feedback and ways to improve our business practices. We are always open to listening to our customers in ways we can improve and make the buying experience more affordable and more pleasurable. Sincerely, [redacted] General Manager
Business Response to a Complaint Complaint ID#: [redacted] Company Name: Big M Chevrolet Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: Response: To...
whom it may concern, In response to customer Complaint ID: [redacted]; while we sympathize with the frustration and complaint filed by Ms. [redacted] on the pre-owned 2012 Jeep Wrangler that was purchased on 02/27/2016. This vehicle was sold in good faith, with absolutely no knowledge of any pre-existing issues, nor were there any attempts made by the Big M Chevrolet to hide or withhold any information about this vehicle that could have any bearing on the warranty, reliability, or lifespan of this vehicle. In fact, for any used vehicle to qualify for the "Warranty Forever" limited lifetime power-train warranty, the vehicle must have less than 100,000 miles, and pass a multi-step inspection process that meets or exceeds a comprehensive, and rather stringent condition report to make it eligible to receive this warranty. The vehicle in question was inspected by our dealership's service department prior to it being made available for resale. As per Big M's used vehicle sales protocol and process, any necessary repairs discovered and needed that would allow an eligible vehicle to qualify for Big M's "Warranty Forever" program, as well as any issues that would be considered excessive wear, or a potential safety or reliability concern would be written up, and an estimate would be generated and presented to the sales management staff. Upon review of said estimate, a decision would be made in order to decide the proper method or channel to sell or dispose of the given vehicle. The dealership's service department generates it's income and profit by servicing vehicles, regardless of whether they belong to a private owner or the dealership itself. It is in the best interest of the dealership to make necessary repairs on vehicles presented for service, for both profitability within the service department, as well as creating and insuring satisfied customers, maintaining customer satisfaction, which insures the future success of the dealership through repeat and referral customers. On the vehicle in question, Ms. [redacted]'s 2012 Jeep Wrangler, as with every other customer, Ms. [redacted] would have been welcome to have an independent used vehicle inspection performed at a facility of her choice, and to insure that our valued customers do not suffer unfortunate, or unforeseen problems that any pre-owned vehicle could cause, we offer our "Lifetime Forever" limited power-train warranty on eligible vehicles, and as an extremely reassuring option, we offer several extended service contracts, some that are very comprehensive, that can be custom tailored to most any driver's needs, depending on mileage driven, years, owned, and deductible desired, that gives the customer the peace of mind protection of a bumper to bumper warranty that will cover components that may not be covered on our "Warranty Forever" limited power-train warranty program that is included with most used vehicles we sell that have less than 100,000 miles. If the customer does not recognize the value of, or welcome the peace of mind protection that the extra-cost extended service contracts offer, they are required to sign a waiver form. We have on file a copy of this form for Ms. [redacted] showing that she elected to decline any additional coverage on her 2012 Jeep Wrangler. Also, not being able to keep up with every manufacturer's warranty, we also have a Federal Buyer's Guide that is either checked with a box showing WARRANTY or AS IS-NO WARRANTY. We represented our vehicle in good faith with the "Warranty Forever" limited power-train warranty provided by us at no extra charge, as well as multiple options of extending this coverage. Unfortunately Ms. [redacted] elected not to add any additional coverage, and also signed the Federal Buyer's Guide, showing that Big M Chevrolet was selling the vehicle AS IS-NO WARRANTY. As for the vehicle being Canadian, customers can request an Auto-Check (similar to CarFax), a service that we provide at no cost, unlike most customers who have to pay for a CarFax out-of-pocket to insure they have as much of the proper information as possible, before making a decision to purchase. In investigating this matter, I learned that Chrysler, Jeep, Dodge, and Ram are the only brands that do not honor their United States factory warranty if it is a Canadian import. We regret the fact that all of this could have all been prevented if the extended vehicle service contract had not been declined by Mr. and Mrs. [redacted]. With several of the plans, the vehicle could have been repaired with as little as a zero dollar deductible. In conclusion, we regret the situation and feel we have gone above and beyond our legal and financial responsibility to do everything possible to remedy the situation, i.e., having the vehicle towed to our dealership, paying the Dodge dealership to diagnose the problem, and then offering to cover a portion of the cost to repair the vehicle at our internal price, unlike adopting the policies of a lot of dealers that may only take the time to apologize for their unfortunate circumstances. Update on the situation our Life time warranty company has agreed to cover the difference in cost as a favor to us and the customer. Thanks, [redacted] Sales Manager Big M Chevrolet Sent on: 3/21/2016 5:41:58 PM
11/7/17 3:33 pm Telephone response obtained from the company as follows:The company stated they did repair a faucet and the consumer paid and was happy.The company stated they verbally told the consumer the work was not guaranteed.The company stated they did not write out a receipt and the consumer...
did not want one.The company stated they did speak with the consumer in October and they told the consumer they should replace the faucet because it can only be fixed so many times.