Reynolds Pontiac-Cadillac-Gmc

1/28/We are in receipt of Case # [redacted] that was filed with your office We have reviewed the customer’s service history over the past yearIn order to resolve any issues that she feels are areas of dissatisfaction, we are requesting that the customer call Rick [redacted] and set up a time at her convenience to meet with himThis will give him an opportunity to drive the vehicle with her so that any outstanding issues may be addressedRick’s number is 540-672-ext **Steve [redacted]

[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:The business has repaired my truck to my satisfaction but some of the references in their response were incorrect Regards, [redacted] ***

1/28/2015We are in receipt of Case # [redacted] that was filed with your office We have reviewed the customer’s service history over the past yearIn order to resolve any issues that she feels are areas of dissatisfaction, we are requesting that the customer call Rick [redacted] and set up a time at her convenience to meet with himThis will give him an opportunity to drive the vehicle with her so that any outstanding issues may be addressedRick’s number is 540-672-ext **.Steve [redacted]

1/28/2015We are in receipt of Case # [redacted] that was filed with your office.  We have reviewed the customer’s service history over the past year. In order to resolve any issues that she feels are areas of dissatisfaction, we are requesting that the customer call Rick [redacted] and set up a...

time at her convenience to meet with him. This will give him an opportunity to drive the vehicle with her so that any outstanding issues may be addressed. Rick’s number is 540-672-3700 ext **.Steve [redacted]

[redacted]
font-size: 12.8000001907349px; font-family: arial, sans-serif;">My name is [redacted] for [redacted] in Orange Va.  I have received your fax with a complaint from [redacted]  
Case Number [redacted]
Mr [redacted]  agreed to the purchase of the 2012 [redacted] from our salesman Mr.[redacted].  Mr [redacted] told Mr [redacted] that Reynolds would either get him a used console top or we would repair the existing console top to get it back to a normal status.  After making this plan,  we consulted with our parts department and found out GM does not sell a console top by itself.  Upon discovering this,  we immediately made Mr [redacted] aware, and we assured him we would get a used top in acceptable condition or we would repair his.  Our parts manager found several used tops, but  none were acceptable, the right color, or up to our standards.  We continued to look for a suitable fix, while staying in touch with Mr Soucy.  Our position was that finding a used top in acceptable condition would be worth the wait because repairing the existing top was sort of a last case scenario.  
I was made aware of this situation in mid march when we ultimately determined that a used console top was not going to be available in a timely enough manner.  We made the decision to go for the repair, and we researched and found a very professional solution for his console.  We ordered the repair kit, and Mr [redacted] informed Mr [redacted] we had it in route.  The item was shipped on March 25, and when the kit  arrived we called Mr [redacted] and left him a message, that the part was in-stock.  We have had the part in stock for about a month.  We have since followed up, and let him know the repair kit was here.  We currently have an appointment to repair the top on Wed, 4-29-15, and have set aside a loaner car for him to drive while we repair his console.    As of today 5/1/15, Mr. [redacted] has picked up his repaired truck, and he is very happy.         
Sincerely,
[redacted]

[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:The business has repaired my truck to my satisfaction but some of the references in their response were incorrect. 
Regards,
[redacted]

1/28/2015
We are in receipt of Case # [redacted] that was filed with your office. ...

We have reviewed the customer’s service history over the past year. In order to resolve any issues that she feels are areas of dissatisfaction, we are requesting that the customer call Rick [redacted] and set up a time at her convenience to meet with him. This will give him an opportunity to drive the vehicle with her so that any outstanding issues may be addressed. Rick’s number is 540-672-3700 ext **.
Steve [redacted]

Review: I am a disabled 54 y/o woman who has trouble getting around. I purchased my [redacted] from [redacted] in Amissville, VA in Jan 2009 and had work done both at [redacted] when I was up in Marshall with my husband or down at Reynold's GMC, Subaru in Orange as I live with my 82 year old mom. I have enjoyed Reynolds and drive almost an hour from my home in Boston, VA. I'd rather pay more to get the dealer's service and know it is going to be done correctly. I feel like this new guy G* acts like I'm wasting his time . Since I'm not ponying up for a new car, I feel like they are just trying to get me out of the door. I've had my wheel spindles break off completely missing the nut at least two times WHILE I'VE BEEN DRIVING AT 60 MPG. ! This is an absolute death trap. I've sent my car 3 times due to a rubbing I've heard underneath the car as well as a burning rubber smell in the driver's front wheel well. I've had several lug nuts spin off when I'm driving so the wheel will roll off when I'm driving. This has happened twice, including the most recent, over the Thanksgiving holiday, I was driving to Stanardsville to pick up my Son, who was visiting a friend. The car was making noise, Reynolds had sent it back, AGAIN, saying they could not find or hear any noises. I had checked the lug nuts at Sheets on 29 myself while stopping for a break, They all seemed ok, or all present, anyway. We got in and took off on 29N towards Reva when I heard a loud thumping, Luckily, I was able to pull over safely, since I had been traveling 60 MPH. I got out and 3 of the lugs were missing... I have a LOT more to say.... I liked Dan the old shop boss. the new guy, G* seems like he is overloaded. I'm on a limited budget, and can't afford a new car and I need this car to LAST. I'm happy to spend on work done, IF THE WORK IS DONE and me and my 82 year old Mom are safe. I just want them to CARE., and not like they can't wait to see me gone.Desired Settlement: I am not seeking Reynold's make my car into a new one, I know that older cars make noises, but losing your entire wheel when you are on the interstate is not acceptable. I feel like they just want to get me in and out the door. Last time I asked G* to drive it to and from work for a couple days. He went through 3/4 tank of gas and said he couldn't hear any noise or problems. All I saw was an empty gauge and felt a transmission that was laboring, like he beat on it up a bit, trying to get it to make noise. That's not when it happens, it is on slow turns or when driving near to a building, but the windows need to be down and you need the radio off so you can listen. I would like a refund on the time they took doing ANOTHER wasted time of a check up. I did not feel safe driving it back... and asked them to drop it off. G* charged me for 2 after hours tow, even tho I only get 75 min insured. I just want them to CARE and do the work promised. I need more room here please?

Business

Response:

1/28/2015We are in receipt of Case # [redacted] that was filed with your office. We have reviewed the customer’s service history over the past year. In order to resolve any issues that she feels are areas of dissatisfaction, we are requesting that the customer call Rick [redacted] and set up a time at her convenience to meet with him. This will give him an opportunity to drive the vehicle with her so that any outstanding issues may be addressed. Rick’s number is 540-672-3700 ext **.Steve [redacted]

Review: I purchased a used [redacted] pickup from Reynolds which has a broken center console. Part of the sale agreement Mr. [redacted], the salesman, agreed to "repair" it. I purchased the truck on November 21, 2014 and since then no repair has taken place. I have phoned Mr. [redacted] many times and received promises that he is working on getting a repair. He has acknowledged that he can purchase a replacement part from the factory but refuses to do so.I believe that Mr. [redacted] is just putting me off until I forget about his agreement and never perform the repair.Desired Settlement: Repair or replace the console matching the interior color of my truck.

Business

Response:

[redacted]

My name is [redacted] for [redacted] in Orange Va. I have received your fax with a complaint from [redacted] Case Number [redacted]Mr [redacted] agreed to the purchase of the 2012 [redacted] from our salesman Mr.[redacted]. Mr [redacted] told Mr [redacted] that Reynolds would either get him a used console top or we would repair the existing console top to get it back to a normal status. After making this plan, we consulted with our parts department and found out GM does not sell a console top by itself. Upon discovering this, we immediately made Mr [redacted] aware, and we assured him we would get a used top in acceptable condition or we would repair his. Our parts manager found several used tops, but none were acceptable, the right color, or up to our standards. We continued to look for a suitable fix, while staying in touch with Mr Soucy. Our position was that finding a used top in acceptable condition would be worth the wait because repairing the existing top was sort of a last case scenario. I was made aware of this situation in mid march when we ultimately determined that a used console top was not going to be available in a timely enough manner. We made the decision to go for the repair, and we researched and found a very professional solution for his console. We ordered the repair kit, and Mr [redacted] informed Mr [redacted] we had it in route. The item was shipped on March 25, and when the kit arrived we called Mr [redacted] and left him a message, that the part was in-stock. We have had the part in stock for about a month. We have since followed up, and let him know the repair kit was here. We currently have an appointment to repair the top on Wed, 4-29-15, and have set aside a loaner car for him to drive while we repair his console. As of today 5/1/15, Mr. [redacted] has picked up his repaired truck, and he is very happy. Sincerely,

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.]

The business has repaired my truck to my satisfaction but some of the references in their response were incorrect.

Regards,

Review: Took my truck to their body shop received it back dirty and full of body dustThey also damaged my truck in process off repair and the color they painted was way Off now my vehicle is two different colors even after the had tried twice in when I called there very unhelpfulService depart all I get is that's the best we can doDesired Settlement: Would like for them to refund my money so I can take else were in recive my vehicle back right

Business

Response:

Dear Sir,

In this complaint the customer is requesting a refund of his repair costs and states that his vehicle was dirty when it was returned to him.

Mr. [redacted] brought his 2006 [redacted] into our body shop for repair under his [redacted] policy. An estimate was given and approved by him and his insurance company. The paint work was a poor match and that something had to be done. He brought the vehicle back in and [redacted], the body shop manager, had Mr. [redacted] match the factory paint chip to Reynolds paint work and acknowledge that they were the same. The unmatching portion of the truck was what had been painted in a prior repair at another facility.

In an effort to please our customer, [redacted], one of the owners, and Mr. [redacted], decided to offer having the mismatched paint work redone at Reynolds cost. For the sake of full disclosure, Mr. [redacted] contacted the insurance company, telling them about the proposal. [redacted] said that they would be willing to pay the $375.00 cost to repaint and blend the unmatching paint work that was done at another shop. Mr. [redacted] picked up his vehicle Saturday, May 18th, signed the attached document which acknowledges completion of authorized repairs. He then spoke to Mr. [redacted] on Monday, the 20th, again expressing his dissatisfaction but stating that he did not want anything more from Reynolds.

Responding to the statement that the vehicle was dirty at Saturday pickup, his vehicle was cleaned appropriately before delivery. As is our standard policy, the vehicle readiness was confirmed by the body shop manager at close of business on Friday afternoon.

The dealership has maintained their commitment to excellence in this situation both in the areas of vehicle repair and customer satisfaction. Also, the insurance company has exceeded their claim responsibility to try to satisfy their client and has expressed to Mr. [redacted] their confidence that the dealership has done so also. The problem lies with Mr. [redacted]'s vehicle repairs prior to his bringing his truck to Reynolds.

At this point we have fulfilled and exceeded our responsibility to Mr. [redacted] and feel that the dealership has no further responsibility in this situation.

Sincerely,

[redacted], Dealer-Operator