Rick Hendrick Chevrolet Buick GMC

Janet visited our dealership on July 25, to have her [redacted] serviced At some point she met client advisor, Dallas, and their conversation became a shopping experience After looking over several vehicles, she selected a [redacted] and we began the process of working a deal to trade her *** She was over on her miles and as a result had a negative balance to carry over to the new vehicle She completed a credit application which stated that she was currently employed with Mesa Airlines Business Manager, Matt, presented her with payment options for the new [redacted] and she did want to take a little time to think on the proposal After talking with Dallas, she agreed to continue with the purchase The approval from the bank included a stipulation to verify all of the income she had stated on her credit application She did not have all the required income information so the purchase could not be finalized at that time We put a Dealer Tag on the new [redacted] on the promise that she would return with the required information On July 27, she returned with the bank required information which included her most recent pay check stubs While she was here, Matt faxed the documents to the bank and received an approval based on the information presented and we completed the sale This was two days after the purchase process had begun, plenty of time for Ms [redacted] to decline to purchase When the bank attempted to verify her employment, they found she was not employed with her stated employer It appears that Ms [redacted] signed documents stating that she was employed and then brought pay check stubs for verification when in fact she was no longer employed As a result the bank returned the contract and being out of options to arrange financing, we required her to return the car We had already paid her lease contract with [redacted] and as a result have had to absorb her negative trade balance of $2,

When I went into the dealership, I explained to the salesman that I was only interested in working with GM FinancialI explained to him that I was leasing my current car and I wanted to see what deal they would give me for a fully loaded [redacted] I told the salesman what I would be willing to payHis quote came in higher but I said okay I could work with thatI also told him that I did not want to spend a lot of time as I had just gotten off workWe test drove and he took info from me since I liked the carI sat in that small room for two hoursI finally got up to leave, and the salesman and financial person came out and said the monthly amount would be double what we talked aboutThat ended that dealA month later, I pulled my credit report and discovered my credit was pulled over times by Rick Hendricks and I was flooredAt the same time, I noticed that my credit score had gone up because of a positiveGM was running a month, zero finance incentive with money back on the [redacted] Since I'm very interested in getting a [redacted] , I again contacted Rick ChevroletI told them that my credit was pulled numerous times a month earlier and I only wanted GM financial to pull my credit as that's the only financing I wantedThe salesman assured me that only GM Financial will request my credit scoreI test drove the [redacted] and loved itThe salesman had me sign preliminary paperwork and came back with an assessment offer for my car and had worked out a deal that I could work withHe agreed that I could sign all the paperwork and he could finish the other documents the next dayHe asked what time I could arrive, I told him 5:He and the financial person said they will have the car cleaned and a full tank of gas and that I would be quite pleased with the dealI asked the salesman to call me if he had ANY ISSUES - and I stressed the word ANYHe assured me that he would The next day I was tired but excited and as promised, I arrived to the dealership only to be offered two different cars, neither of which I'm interested inI called to complain before contacting Revdex.comThe manager has not had the decency to call me backAND, my credit was pulled THREE times even though I was assured it would only be pulled once

[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 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: [redacted] Regards, [redacted]

Good morningThank you for sharing your experience with usI apologize that the Passtime product was not thoroughly explained at the time of purchaseThis is the first time our management team was made aware of this issueAs a result, we will issue the customer a $ [redacted] credit to our Parts DepartmentThank you!

[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 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:[email protected] Regards, [redacted] ***

Mr [redacted] did purchase a vehicle on 10/30/and added GAP coverage to his bank contract GAP coverage is a contract item and must be properly disclosed on a lending contract Any refunds on a contract item must be returned to the lender and are applied to the loan, reducing the amount owed by the borrower Mr [redacted] has gotten this explanation from our lead finance manager as well as myself He has repeatedly insisted that we refund the $ [redacted] to him instead of sending it to the lender During the course of our conversation, he identified himself as a Federal Government employee; at which point I felt he was trying to coerce me into doing something illegal He asked me to send him the money and call it a dealer rebate, which I pointed out to him was illegal in Virginia We have submitted the paperwork to refund the $ [redacted] listed on the contract which is our legal obligation to Mr [redacted] and his lender

When I went into the dealership, I explained to the salesman that I was only interested in working with GM FinancialI explained to him that I was leasing my current car and I wanted to see what deal they would give me for a fully loaded [redacted] I told the salesman what I would be willing to payHis quote came in higher but I said okay I could work with thatI also told him that I did not want to spend a lot of time as I had just gotten off workWe test drove and he took info from me since I liked the carI sat in that small room for two hoursI finally got up to leave, and the salesman and financial person came out and said the monthly amount would be double what we talked aboutThat ended that deal.A month later, I pulled my credit report and discovered my credit was pulled over times by Rick Hendricks and I was flooredAt the same time, I noticed that my credit score had gone up because of a positiveGM was running a month, zero finance incentive with money back on the [redacted] Since I'm very interested in getting a [redacted] , I again contacted Rick ChevroletI told them that my credit was pulled numerous times a month earlier and I only wanted GM financial to pull my credit as that's the only financing I wantedThe salesman assured me that only GM Financial will request my credit scoreI test drove the [redacted] and loved itThe salesman had me sign preliminary paperwork and came back with an assessment offer for my car and had worked out a deal that I could work withHe agreed that I could sign all the paperwork and he could finish the other documents the next dayHe asked what time I could arrive, I told him 5:He and the financial person said they will have the car cleaned and a full tank of gas and that I would be quite pleased with the dealI asked the salesman to call me if he had ANY ISSUES - and I stressed the word ANYHe assured me that he wouldThe next day I was tired but excited and as promised, I arrived to the dealership only to be offered two different cars, neither of which I'm interested inI called to complain before contacting Revdex.comThe manager has not had the decency to call me backAND, my credit was pulled THREE times even though I was assured it would only be pulled once

This complaint is directed towards General Motors, however it was submitted to our dealership The vehicle was purchased July 6, and came with a year or 36,mile, whichever came first, manufacturers warranty Options to purchase additional warranty coverage were declined While the vehicle is not quite years old, it had over [redacted] miles at the time of the repair With over [redacted] miles outside of warranty, General Motors declined any warranty coverage and the customer was aware that he would be responsible for the repair

We have contacted the customer in regards to the
battery in her *** *** ***Every pre-owned vehicle at our dealership
must pass a rigorous 164-point inspectionThis particular pre-owned vehicle
passed every aspect of our inspectionAn extended warranty was offered to the
customer when
she purchased the vehicle in MayThis extended warranty covers wearable
items including the batteryHowever, the customer declined the extended
warranty purchaseSince the battery is a wearable item, the current low
reading may be attributed to the customer leaving on a light or a door open in
the vehicle over the past months that she has owned the vehicleHowever, we
are willing the replace the battery for this customer as a sign of good will
We contacted the Express Care in South Boston, VA that the customer stated she has recently
visitedThey quoted us $for parts and labor to replace the batteryWe
immediately contacted the customer and offered to send her a check for $
after she sends us a receipt from Express Care that the service was performed
The customer has not sent us a receipt yet, however, as soon as she does so we
are more than willing to mail her the check for $

Thank you for your emailI'm sorry that this happenedWe have contacted the customer since receiving this alertAll appropriate paperwork was sent to *** on 06/18/and the Adjustor was also notified of what we found when we were correcting the rear alignment - which is the rear axle
housing is bentThe axle housing should be coming in by 06/23/or 06/24/We have not recieved correspondence back from *** advising that they have received our paperworkOur Collision Center Manager has spoken to the customer after a few exchanges between the customer, our management team, and our receptionistsPlease let us know if there is anything else we can do to help! Thanks

Janet visited our dealership on July 25, to have her *** *** serviced. At some point
she met client advisor, Dallas, and their conversation became a shopping experience. After looking over several vehicles, she selected a *** *** *** and we began the process of working a deal to trade her ***. She was over on her miles and as a result had a negative balance to carry over to the new vehicle. She completed a credit application which stated that she was currently employed with Mesa Airlines. Business Manager, Matt, presented her with payment options for the new *** and she did want to take a little time to think on the proposal. After talking with Dallas, she agreed to continue with the purchase. The approval from the bank included a stipulation to verify all of the income she had stated on her credit application. She did not have all the required income information so the purchase could not be finalized at that time. We put a Dealer Tag on the new *** on the promise that she would return with the required information. On July 27, she returned with the bank required information which included her most recent pay check stubs. While she was here, Matt faxed the documents to the bank and received an approval based on the information presented and we completed the sale. This was two days after the purchase process had begun, plenty of time for Ms*** to decline to purchase When the bank attempted to verify her employment, they found she was not employed with her stated employer. It appears that Ms*** signed documents stating that she was employed and then brought pay check stubs for verification when in fact she was no longer employed. As a result the bank returned the contract and being out of options to arrange financing, we required her to return the car. We had already paid her lease contract with *** *** and as a result have had to absorb her negative trade balance of $2,

[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: [email protected]
Regards,
*** ***

General Motors has announced a solution for this recallThe customer visited the dealership on Friday, February 5th and the recall work was completedThere was no charge to the customerAttached is the completed ROThank you!

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowBoth Matt and Dallas were aware that I was no longer employed. I had stated to them several times during the buying process that I was in-between jobs and that I was actively interviewing for a new job. I told them several times that I wanted to hold off on making a purchase decision until I knew what my new employment information was going to be. They advised me that they could use my Mesa pay stub information (last paycheck on July 16), on the bank application and "not to worry" When I came in to finalize the paperwork on July 27, they told me that the bank loan was approved and final and that I was worried for no reason If the loan was not final, then Rick Hendricks did not have my permission to buyoff my leased vehicle. The agreement that I made with them was to trade in my leased vehicle for a new vehicle. As it turns out, they took my vehicle from me, they did not get my loan approved, and offered no resolution for me. I am a single mom with three kids, looking for work and I am now renting a vehicle at more than double the expense that I was paying on my lease payment. They did not do me a favor; instead they significantly increased my financial burden. They took advantage of me as a single mom. I told them several times that I thought I should wait until I had new employment and Dallas told me to trust him because he was getting me a great deal and everything was going to work out fine if I just trusted him. It's not fine.
Regards,
***t ***

Revdex.com:I had reached out to GM
corporate to resolve the issue also The GM help center worked with the myself and the dealer to resolve the issue This should never have needed to happen With almost 500,vehicles affected by this recall alone the dealer should know how to handle the issue and should not be trying to profit off of a known and accepted VHDA safety defect This defect left my vehicle unsafe to drive for a week while I waited for a resolution I hope that my issue remains public so that consumers are not taken advantage of
Regards,
*** ***

The maintenance schedule for the *** *** *** lists the air filter to be replaced at 45,miles and the brake fluid at 150,milesThe
figures shown in the original complaint were kilometers, instead of milesValvoline recommends to have the brake fluid changed between 36,and 50,miles to be covered at Level 2, which is $2,of brake component coverage if the fluid is changed in between those mileages per their warrantyOur Service Manager spoke to the technician and was assured that he did, in fact, check the air filter and that it was dirtyThe original complaint also states that the customer did not reach out to our dealership for an explanationOur Service Manager would be more than happy to explain any maintenance schedule that we recommend to the customerHis direct line is ***Thank you

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Both Matt and Dallas were aware that I was no longer employed. I had stated to them several times during the buying process that I was in-between jobs and that I was actively interviewing for a new job. I told them several times that I wanted to hold off on making a purchase decision until I knew what my new employment information was going to be. They advised me that they could use my Mesa pay stub information (last paycheck on July 16), on the bank application and "not to worry" When I came in to finalize the paperwork on July 27, they told me that the bank loan was approved and final and that I was worried for no reason If the loan was not final, then Rick Hendricks did not have my permission to buyoff my leased vehicle. The agreement that I made with them was to trade in my leased vehicle for a new vehicle. As it turns out, they took my vehicle from me, they did not get my loan approved, and offered no resolution for me. I am a single mom with three kids, looking for work and I am now renting a vehicle at more than double the expense that I was paying on my lease payment. They did not do me a favor; instead they significantly increased my financial burden. They took advantage of me as a single mom. I told them several times that I thought I should wait until I had new employment and Dallas told me to trust him because he was getting me a great deal and everything was going to work out fine if I just trusted him. It's not fine.
Regards,
***t ***

I have offered my apologies to the customer for our poor explanation of our diagnostic fee.  It should have been properly explained that the diagnostic fee is waved when the problem is covered under the Certified Pre-owned warranty that came with his vehicle purchase.  The problem with his...

vehicle sounds to me as if would have been covered had it been brought in to us.  I certainly feel that he should be refunded the amount he is requesting.  I have requested payment and a check will be mailed to him within the next week.  I apologized to the customer for the fact that this issue escalated to the point that required my attention.  It is certainly not the customer experience that we intend to provide.  Thank you for allowing us to address this concern.Rick T[redacted]Retail Operations ManagerRick Hendrick Chevrolet Buick GMC

This complaint is directed towards General Motors, however it was submitted to our dealership.  The vehicle was purchased July 6, 2015 and came with a 3 year or 36,000 mile, whichever came first, manufacturers warranty.  Options to purchase additional warranty coverage were declined. ...

While the vehicle is not quite 3 years old, it had over [redacted] miles at the time of the repair.  With over [redacted] miles outside of warranty, General Motors declined any warranty coverage and the customer was aware that he would be responsible for the repair.

Mr. [redacted] did purchase a vehicle on 10/30/2017 and added GAP coverage to his bank contract.  GAP coverage is a contract item and must be properly disclosed on a lending contract.  Any refunds on a contract item must be returned to the lender and are applied to the loan, reducing the...

amount owed by the borrower.  Mr. [redacted] has gotten this explanation from our lead finance manager as well as myself.  He has repeatedly insisted that we refund the $[redacted] to him instead of sending it to the lender.  During the course of our conversation, he identified himself as a Federal Government employee; at which point I felt he was trying to coerce me into doing something illegal.  He asked me to send him the money and call it a dealer rebate, which I pointed out to him was illegal in Virginia.  We have submitted the paperwork to refund the $[redacted] listed on the contract which is our legal obligation to Mr. [redacted] and his lender.