Save Motors

See attachment.I'm responding to the Complaint filed regarding the repairs done on this customer's Buick EnclavePlease note that this was the first time this vehicle ever came into our service department and he isn't the original owner of itIt was towed in because the vehicle would die with
no warning.He was never charged $to diagnose the EnclaveThere was an issue with the timing chains and luckily there was a special policy from GM to cover the repair at no expense to himOnce those repairs Were Completed and we test drove the vehicle, we found a misfire on cylinder After further diagnosis we determined the cylinder was leaking and that no further work would be covered, as this wasn't part of the special policyThere were three other special policies from GM on his Enclave that we also performed in case they could be related to any of the issues he was havingAgain, these were all done at no expense to the CustomerOur Service Manager spent over an hour speaking with him during these repairs and tried to get him further assistance from GMWe learned of some prior things that were done to the vehicle that voided any assistance we could getAfter we found the misfire on cylinder 5, he was called by the Service advisor and advised that it would take further diagnosis (at his expense) to determine the root causeHe declined to proceed at that point and said he would come and get it when he was readyHe has since called in and asked for our Sales Department to give an appraisal on the vehicle "as is'.Our sales department isn't interested in purchasing the Enclave and our Service Department is no longer interested in doing any further work on itWe are asking that the customer pick up his Enclave at his earliest convenience so that no storage fees will be appliedAll work that was done on his vehicle was covered under special policies through GM so he has a balance due of $If you have any further questions or Concerns, please feel free to Contact me at ***Sincerely,*** ***cc: *** ***, President *** ***, General Manager

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*** *** *** *** *** Johana, I am emailing in response to a letter you sent in regards to a complaint from *** *** ***. We
received her order on 10/23/and quoted the store Warehouse an estimated delivery for the weeks of 11/or 11/9. This was only an estimate we can not guarantee delivery dates. On 11/12/15, our office made a courtesy call to the customer and left a message that there would be a delivery delay and as soon as the schedule was made out we would contact her for delivery. On 11/18/15, we called and scheduled the delivery with customer for the date of 11/24/15. Customer received the furniture delivery in full without any problems on 11/24/Thanks, April Townsend Home Delivery Service, IncProsperity Lane Hudson, NC *** ***

Revdex.com:
I have reviewed the 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
***,Finally a decent response from John Jones.So when I brought my buick to the dealership they said the original diagnostic will cost $to see why the car will start and then turn itself off minutes laterSo unless your service department lied I was the one that approved the diagnostic for $That is when we discovered the timing chain issue and throttle body problemsSecondly, the repairs took over two weeks and I was the one calling for updatesI have cell phone records pulled and will gladly share them with General Motors.*** *** did finally call me back because several people I spoke with stated that my catalytic converters would fail if a timing chain was not working properlyA timing chain is essential to a lot of working components on the Buick enclaves designIf too much heat is created which happened; the fuel injectors can fail, which can cause fuel to dump inside the motorThis happened and I replaced the injectorsNot knowing what I know now about the timing chaing being defected and under warranty I feel General motors should recognize their issueThe direct affect of fuel inside the catalytic converters is not rocket science to many mechanics I have spoken with.Also I am the direct grandson of the original owner and that should have zero baring on coverage's.With that logic you would say factory warranty is void after original owner? Absolutely not.The special coverage on my vehicle is general motors realizing they had issues.To address my next issue is lack of communicationI called two weeks ago today on a Thursday to find out the status of my car? The service representative said, " they were about to call me"So the car is done with the warranty work, but the test drive was not successful"Ok I said"What is wrong then? The service person said the technician did not leave any notes, but that it was something with the cylinder. So I asked her to find out what is wrong with the cylinder and I would think about the 3hr new charge for diagnosing the vehicle? Also I asked the service rep did the used car person get a chance to look over the vehicleI was promised by *** and my service person the used car person would look at the car once it was running. Well that turned out to be a lie! If he was never interested in the car then why could he not have taken the time to call me backAgain I have phone recordsI left two or voicemail's with the used car person*** *** admitted my car was worth about $15,running wellSo enough with the beating around the bushIn fact, yesterday my service rep said a used car person would be calling meThat never happenedI hope you realize the number of dishonest comments that I was told.You have had my car for many weeks and your staff has not properly followed upTherefore, I will need in writing what is wrong with my car a complete evaluation in writingBecause until someone takes me on a test drive the transaction is not completeTherefore storage fees are negatedI aspect a phone call today so we can set up the test drive and get the documentation of what was fixed and still wrong with the buick enclave!If the check engine light is on that can be explained in the documentation as well
Regards,
*** ***

I'm writing in response to Complaint ID ***, regarding the Service repairs we've done on the Cadillac CTSI spoke with our customer on Wednesday, April 6" and advised her that we thought it best that she go elsewhere for any further service needsWe've done our best to try to help her
but have continually been put in situations where our work and prices are questioned after every repairWe've ended up not charging her or discounting the price on almost every visitThe biggest concern that we have is repairs that have been done to this vehicle that were out of our controlOn one of her recent visits, she brought it in for a fuel smell and we found the fuel lines leakingWhen we questioned her about it, she admitted to working on the vehicle herselfWith 287,miles on it, the vehicle isn't in the best mechanical condition and we don't know who all and what all has been done to itShe has only recently brought it back in to us after not seeing it for about a year and a halfBefore that it had been almost three yearsShe has stopped in numerous times in between those visits with key fobs that she brought in wanting us to try to program to her vehicleOur service advisors tried to help her program them at no charge, but the key fobs were all unable to be programmed to her vehicle.We didn't break her key fobs and will not be fixing themThe body shop installed a new backglass and replaced her exterior antenna almost two years agoThe antenna that is built into the back glass and plugs into the RCDLR module is the one in questionBoth the Service Manager and technician said it was broke and hanging down when it came inThis RCDLR module is what we diagnosed to be defective and she declined to h????? replacedWe will not be replacing the back glass, the antenna or the module as we are not responsible for any issues or failures with themThe recall that was performed on her vehicle was simply to install some inserts on the key itself and add two small key ringsIt doesn't require getting a second key cut, so therefore we will not be providing her with a new key.We are disappointed she doesn't recognize what all we've done to try to help herWe have invested many hours trying to help her figure out what is wrong with her vehicle, that we never charged her forWe are declining all her requests and at this point we feel it best that she take her vehicle elsewhere for future repairs, as we will no longer be working on this vehicle in question.*** ***Customer Relations Mgr

The customer has contacted us directly regarding the issues with his EnclaveHe and our Service Manager spoke yesterday and went over everything we did regarding the special coverage’s on his vehicleOur Service Manger expressed his concern over the vehicle being driven with clogged converters and the unknown damage that it has causedThe only way to find out what all damage has been done is to tear down the engineGiven the information the customer provided, we suggested either replacing the engine or him selling the vehicle as isHe is going to speak to his wife about it and will get back with us on his decision

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me However, I would like to see a mechanism put in place by the business for complaints and comments from customers to be addressedThere is no such process now which makes it frustrating for customers to express their thoughtsAlso a hold on delivery charge until day of delivery would be a more ethical practiceCharging for delivery and then not delivering for weeks is not acceptable.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

In response to your letter of complaint by Carol Striker in NY Our records show we received her order on August 3rd, from Hickory Outlet As we quoted MsStriker on August 18th, our delivery time frame is 3-weeks from the date we receive the order At that time she gave us
dates she would not be available for delivery and we explained to her we would be glad to work around those dates On August 26th, we contacted MsStriker by phone to inform her we would be making her delivery on September 1st and she confirmed she will be available With the delivery scheduled in our 3-week time frame and prior to Labor day we will fulfill our quote and have meet the customers request.Sincerely, AprilHome Delivery Service, IncProsperity LaneHudson, NC

I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me however running a delivery business should not only revolve around the priorities of what works best for the business and not it's customers.  I was told numerous times that they would not be delivering to my city for several weeks without any options.  It's disappointing to know that you have to formally file complaints for the business I was working with to take positive action.  Our furniture was delivered by two very nice gentleman however only after formally filing this complaint.  If I had not, I believe I would still be waiting.
Regards,
[redacted]

On October 31st we received a replacement mirror from [redacted] asking us to exchange with the piece in the customers home.  We quote all orders for delivery 2-4 weeks from date received but during the holidays with large volumes of orders we find that most can take up to 4-6 weeks...

for delivery and all stores are aware of this delay.  We have several notes on Ms Asbill's orders where she has contacted us and we have advised we would call when her order is on schedule.  In reference to the 12 dealers in her area, we do not deliver furniture to stores we only deliver to customers homes. Our schedules were completed earlier today, we called Ms [redacted] and left a message, she replied by email and confirmed her delivery.

I apologize it took more than one attempt to arrange Mr. [redacted]'s delivery.  It is our goal to always work around everyone's busy schedule. We were able to deliver his furniture this morning.  Our drivers said the delivery went well and customer seemed happy.