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Rowemance Video

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Rowemance Video Reviews (2)

Ms. [redacted],We appreciate you shopping with us at Dwayne Blackmon Chevrolet. I apologize that your experience was not up to your expectations.  We strive to give all of our customers a top rated experience.  As you stated, your visit was on Saturday 9/3/16.  Due to the Labor Day...

Holiday weekend,  we decided to close early on that Saturday to give our employees time with their families for holiday activities.  Apparently the salesperson had forgotten about the holiday closing time when he told you that we were open until our normal time of 6:00pm.  We sincerely apologize for this inconvenience.When you returned on Tuesday 9/6/16 is when you actually wrote up the credit information and did the initial paperwork(buyers order) to try to purchase a vehicle. We submitted the vehicle and credit information to our lending sources to secure a loan for your purchase.  The lending institutions sent us back their credit decisions on that particular vehicle and any conditions that may apply in you securing a loan for a vehicle. These decisions were then discussed with you.  We do not make any of those decisions.  This is the same process for everyone.  I assure you that you were not discriminated against in any way or for any reason. We would be more than happy to try to help you further in trading vehicles. We would have to meet the guidelines set by the lending institutions or, if you prefer, you can use any bank or financial institution of your choosing to secure your loan. Again, thank you for shopping with us and we do value your business. [redacted]

Tell us why This is in reference to case ID# [redacted]. I'm the service manager at Dwayne Blackmon Chevrolet and was assisting the customer with his Colorado through the majority of his visits. The first visit was written up with concern of XM radio going out at times, was unable to duplicate but,...

found bulletin issued by GM regarding this concern and could be corrected with update, we performed update as directed. The other concerns of noise from engine and feeling like Ebrake was applied, we were unable to confirm at that time. The second visit regarding the transmission judder is when I test drove the vehicle and was able to confirm judder, possibly from torque convertor, we contacted GM Technical Assistance Center and found a bulletin regarding this issue. We followed bulletin and test drove and issue was resolved, the other concerns on this visit we were still unable to duplicate. But I instructed technician to look over and check torque specs on any related items that could possibly cause these issues. Found nothing out of spec and just made sure that any lines weren't rubbing or out of place, everything was correct. The next time we received a call and customer stated there were still issues, I contacted customer and agreed to meet him where he was, which was approximately 100 miles from dealership to minimize his inconvenience. We met as planned and I rode with customer and let him drive, he stated that radio issue seemed to be resolved as well as the judder issue, but still felt it was shifting or maybe not pulling correctly. While test driving customer was unable to duplicate concern and stated that it occurred randomly and A/C noise was there but sounded like clutch engaging. I told him I would be glad to look at it again and made arrangements to put him in a courtesy vehicle while we had it. That's when he ask me about a buyback and I told him that he would have to contact GM, I had no control over that.    I was able to contact GM and have a Field Engineer Specialist come to our dealership to address these concerns, so I contacted customer and made arrangements to exchange vehicles so specialist could look at it. At exchange, customer gave me a list with primary concerns we discussed on test drive and 4 other concerns for us to look at. Field engineer tested vehicle and compared to other  vehicles we had in our inventory and stated the transmission and A/C issues could not be duplicated and performed as like vehicles compared to. We did address a dash rattle, but other concerns could not duplicate.     After Field Engineer's analysis, he deemed vehicle was performing as designed, so I informed customer of results and he said he wasn't satisfied and again ask me about a buy back and the process, I told him to contact GM at that point. Our sales manager contacted customer to try to see if we could offer a trade to another vehicle but were unable to come to an agreement. Returned vehicle to customer and apologized about the situation and that our dealership had done everything we could to handle it for him, but was unable to come up with solution at our level and that going any further would have to be with GM. Upon last conversation with customer, again apologized and customer thanked me and stated that he knew we had done all we could and would proceed with contacting GM to resolve.here...

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Address: 4091 Walter Road, North Olmsted, Georgia, United States, 44070

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3374335 0 0
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