Sapaugh Chevrolet Buick GMC

This customer had an insurance claim through Hartford for a rear end collision The customer was dissatisfied with the paint work, for customer satisfaction we re-painted the bumper Then he returned with another problem he felt was associated with the accident, again in the interest of customer satisfaction we paid to replace a part for the front sensor which was unrelated to his accident Then he complained about the seats, to safe time suffice it to say we spent over a $1,repairing things totally unrelated to his accident On his last visit for the lane departure problem, we provided him with a new Cadillac loaner car, the necessary repairs were in no way related to the accident and we informed him he would be responsible for the cost He said he would not return our loaner until he got his vehicle back fixed This went on for quite a while, until we had reached the end of our rope We called informing him if he did not return our loaner and pick his vehicle up, we would have to report the vehicle as stolen He said it was locked in his garage and it was going to stay there It was a stand off We finally called the local police for guidance as we had never had this type of problem, they called Mr [redacted] and he reluctantly returned our vehicle He then filed a complaint with General Motors, and they sent him to [redacted] for a second opinion [redacted] came to the same conclusion as we did, that the lane departure problem is completely unrelated to his accident and repairs and is totally his responsibility.We thank you for this opportunity to clarify this situation Should you require any further information or documentation, please do not hesitate to contact us

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ This owner purchased a radio on-line from a npersonal sourceAfter repeated attempts to retrieve the code from this unit, it was impossible to do soNaturally, none of this can be discovered unless we had the car and the radio unit here to work on which is how a charge is incurredWhile it is unfortunate that a faulty unit was purchased from an unknown individual on-line and not an authorized GM source which carries a warranty, we are not in a position to offer a refund for work performedThe best recourse for this customer is to attempt to get a refund from whomever she purchased this unit from

Initial Business Response /* (1000, 5, 2015/06/05) */
For this customers purchase we ran one credit report onlyThis same report is shared by our lendersThe reason this customers credit rating dropped is due to the purchase of his vehicle which is a common occurrenceThank you for the
opportunity to clarify this situation

We have switched over to a new electronic appointment system and his appointment got lost in the transitionWe have tried contacting the customer several times and he will not return the call from our Service Manager *** ***Here is the reply we posted on Yelp ***---- I appreciate the feedback
and we are very sorry this happened to you My Apologies !We were in the process of switching over to a new vendor on electronic appointments and that is what happened to your appointment it got lost in the system*** *** Service Manager has tried contacting you several times and has left voice mails for you so we can get this resolvedWe just want the opportunity to make things right and show you that we truly care about you as our customerPlease contact me personally *** *** General Manager Office *** Ext *** Mobile *** Email J***@sapaugh.com or *** *** *** Ext *** Email d***@sapaugh.com

Complaint: ***
I am rejecting this response because:
The business is lying*** Chevrolet diagnosed and documented itOnstar also diagnosed and documented itBoth have signed affidavits stating that there was major engine failure and stated that those codes are the actual diagnosisA third party at *** Chevrolet also said that the first diagnosis is true and that Sapaugh is lyingI returned the car to Sapaugh because I don't want a hunk of crap for a carThe only reason I have them contact my attorney is because of their liesThey haven't honored their towing or car rental warrantee that I purchased when I bought the carBecause of this I was forced to purchase yet another carThe only reason I haven't filed a lawsuit is because I am working with Baldwin, Onstar, and the Attorney General before I proceed with legal actionThe Attorney General has asked me to hold off while they investigate the matter Two Chevrolet dealerships as well as Onstar are all willing to go to court.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/30) */
SINCE THE CUSTOMER PURCHASED THIS USED VEHICLE IN FEBRUARY, THEY HAVE BEEN IN TIME FOR VARIOUS ISSUES AND HAS NOT BE CHARGED ANYTHING FOR REPAIRSAS THIS IS A FORD VEHICLE, WE ARE UNABLE TO PERFORM WARRANTABLE WORK ON IT, THEY WOULD HAVE TO
TAKE DIRECTLY TO A FORD DEALERSHIPTHEY HAVE NOT BEEN IN TO THE DEALERSHIP SINCE 4/WE ARE UNAWARE OF ANY CURRENT CONCERNS ON THEIR PART BUT THE OWNER IS TOTALLY WITHIN THEIR RIGHTS TO GO DIRECTLY TO A FORD DEALERSHIP OF NO CHARGE WARRANTY REPAIRS

As we have explained verbally and via email attachment documentation, that per ** *** none of the inquiries made to pursue the best interest rate for this customers purchase can or did count against her credit score nor cause her to lose points. Additionally, we attached a paragraph from
a document which explains that home loans, car loans, etc are viewed in a different category stating that when made in the same time frame will only be counted in total as one inquiry regardless of the amount.This customer was also informed of the fact that businesses seeking loan approval are unable to request the removal of inquiries for credit purchases, this can only be done by the owner themselves as is a privacy issue for customer protection. This last communication with the customer was on June 12th. In essence, there was no abuse of inquiries which were done on the owners behalf, per ** *** our inquiries only counted at a total of one and in no way was possible or did have any connection with the change in her credit score.thank you for this opportunity to clarify this situation, should you require any further information please do not hesitate to call upon me personally

The vehicle was brought in for service work on 03-09-18 for ignition repairs and a factory recall.  All damage was noted on vehicle at time of write up, including the bumper damage.  Owner stated to one of our employees that vehicle had been stolen from him and located in an alley. ...

He also later admitted that he had damaged the bumper.  As we have stated, the damaged was present at write up and in conjunction with statements made by the owner; we are not responsible for his concerns and are unable to offer any assistance at this time.  Thank you for this opportunity to clarify this matter.

This customer had an insurance claim through Hartford for a rear end collision.  The customer was dissatisfied with the paint work, for customer satisfaction we re-painted the bumper.  Then he returned with another problem he felt was associated with the accident, again in the interest of...

customer satisfaction we paid to replace a part for the front sensor which was unrelated to his accident.  Then he complained about the seats, to safe time suffice it to say we spent over a $1,000 repairing things totally unrelated to his accident.   On his last visit for the lane departure problem, we provided him with a new Cadillac loaner car, the necessary repairs were in no way related to the accident and we informed him  he would be responsible for the cost.  He said he would not return our loaner until he got his vehicle back fixed.  This went on for quite a while, until we had reached the end of our rope.  We called informing him if he did not return our loaner and pick his vehicle up, we would have to report the vehicle as stolen.  He said it was locked in his garage and it was going to stay there.  It was a stand off.  We finally called the local police for guidance as we had never had this type of problem, they called Mr. [redacted] and he reluctantly returned our vehicle.  He then filed a complaint with General Motors, and they sent him to [redacted] for a second opinion.  [redacted] came to the same conclusion as we did, that the lane departure problem is completely unrelated to his accident and repairs and is totally his responsibility.We thank you for this opportunity to clarify this situation.  Should you require any further information or documentation, please do not hesitate to contact us.

This customer took his vehicle to a dealership in Poplar Bluff with 195 miles on it for a check engine light.  It was not put in their shop, they hand wrote a guesstimate of what they thought was wrong.  Instead of having his vehicle actually put in the shop and properly diagnosed in...

Poplar Bluff, the customer chose to have it towed back to Herculaneum.  Upon proper inspection of the vehicle, it was found that an air cooler inlet hose was the cause of the check engine light coming on.  However, this customer refuses to communicate in any other form than his attorney.  Every text, email, or phone message when responded to was "contact my attorney".  Therefore, we referred the matter to our attorney as this is the customers preferred means of communication.  The vehicle has been sitting on our lot since May 27th, totally road worthy and safe.  We have advised the customer to pick up his vehicle on many occasions but to no avail.

on 6/19, customer made internet inquiry for a 2012 Jeep Liberty.  Our internet department responded informing him the vehicle had already been sold.  They did not hear back from him but attempted to communicate via internet with him ten more times and he did not respond.  On 6/24, he...

made an internet inquiry for a 2012 Jeep WRANGLER, then same day made another inquiry on a 2015 Jeep WRANGLER.  3 days later, he made two more inquiries on the 2012 Wrangler, he was given a price for the 2012 Wrangler only.  On 6/29, he makes another inquiry on a 2014 Jeep Wrangler, he was not given a price or any information concerning this latest inquiry.  He comes into the dealership on 6/30.  We believe because he made so many repeated inquiries on some many different vehicles, he was confusing the only price he was ever quoted (on the 2012 Wrangler) with his now latest interest in the 2014.  No one at any time in our department gave him pricing on the 2014 Wrangler.  It is unfortunate that he became confused with the sheer volume of requests on 5 different vehicles but the internet communication shows the proof, only one price was given and that was for the 2012 Wrangler, never the 2014.thank you for the opportunity to clarify this matter, should you require any further information please do not hesitate to contact me personally.

I have personally communicated with this customer and we discussed her concerns at length.  With consent and agreement, we are providing her two (2) $100.00 [redacted] gas cards and her next oil and filter change at no charge.This offering is acceptable with the customer for the closure of this...

case.

Initial Business Response /* (1000, 5, 2015/06/26) */
This owner purchased a radio on-line from a non-GM personal source. After repeated attempts to retrieve the code from this unit, it was impossible to do so. Naturally, none of this can be discovered unless we had the car and the radio unit...

here to work on which is how a charge is incurred. While it is unfortunate that a faulty unit was purchased from an unknown individual on-line and not an authorized GM source which carries a warranty, we are not in a position to offer a refund for work performed. The best recourse for this customer is to attempt to get a refund from whomever she purchased this unit from.

Initial Business Response /* (1000, 5, 2015/11/05) */
CUSTOMER HAS OWNED VEHICLE FOR A YEAR AND AT PURCHASE IT WAS A HIGH MILE VEHICLE. WE HAVE OFFERED OWNER A 25% DISCOUNT ON ANY NEEDED REPAIRS AT THIS TIME ONLY.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/05) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
I do not except the response that Sapaugh gives is because we first found problems with it about 2 weeks from the time we purchased the vehicle and they would not help us with it even then. For one they should not have had a vehicle on there lot that they do not stand behind and that's what this is. They say that their mechanics did a wide point inspection on the vehicle but if they did they would have caught a lot of the things with it. The vehicle had 160000 on it when we got it and it has 183000 as of right now, and frankly it's been broke down more than running. That's the whole deal if this was the first thing that went wrong with it ok that would be fine but as I have stated before its been almost from day one. I mean when you go to change the oil for the first time and find out that it has a cutter bolt installed instead of the right plug because it has been stripped out I mean come on. Or the extra ground wire that's not suppose to be there running across the engine and if it's not there the car will not run I mean come on. Next time I should just go to some hole in the wall car lot because you would get the same kind of vehicles. If Sapaugh would cover the repairs I would be happy. If they would make it right