Serpentini Chevrolet Buick of Orrville

Mr [redacted] called us after he was under way on his trip to our dealership to look at a new Camaro (He also did tell us he was coming to [redacted] anyways, which was minutes from our dealership)We called him back well BEFORE he arrivedIn an effort to make him aware of a change in rebates, that ultimately would change the pricingIf we had an intent to lie, cheat, or any other thing he accused us of, why on earth would we have called him BEFORE he got here and warned him?? - WE UNDERSTAND HIS FRUSTRATION, BUT THIS WAS ALL A MATTER OF TIMING - ILL ELABORATE BELOWEvery month, we get our new rebates from GM on the first business day of the month, NOT the lastThis specific Camaro had extra incentives on it in August - Which allowed us to sell it for $40,- They WERE NOT extended into September, and like I said there was NO POSSIBLE WAY to know that until the day of Sept 1stKnowing the new rebates on Sept 1st, we changed the price in our system to reflect thatNow - As you can imagine, we advertise many different places, many different websites, etcWe have a system that we change the price in ONE place, and it then feeds (Gets sent to) all of the websites where the vehicle is advertised- This is not LIVE, Once I update a price it can take 24-hours to reach all of the corresponding websites and update accordingly- This is backed by one of the most trusted 3rd party resources in the automobile business AUTO TRADERAgain, we understand how this MIGHT look - BUT think about what I said above, Why would we call and tell him BEFORE he got here if we were trying to bamboozle somebody??THE ANSWER IS: We were trying to make him aware, and be honestBecause we understand that might have influenced his decision, we didn't want him to get here and be disappointed, or feel lied toWE'RE THE ONES WHO CALLED AND TOLD HIM NOT TO COME! - IF we were trying to advertise in a manner to get people to the dealership and then raise the price, WHY WOULD WE CALL AND WARN THEM? -- I trust knowing that people will see our intent!!

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Mr M [redacted] did indeed purchase a vehicle from a long distance awayHe did travel to Ohio, and purchased a AstroAgain, a This vehicle had no warrantyHe signed off in multiple places accepting the fact that it was as-is He did call us a few days AFTER driving it home ALL THE WAY TO [redacted] (roughly hours) with NO BREAKDOWN, or other major issuesHe Said his mechanic told him it needed quite a few thingsWe asked, how did it drive home, in his words - "fine" Now hes saying he specifically asked about the interior lights working, that would be the first time in our many years a customer asked that questionNow hes accusing us of removing a fuse, Why or what would we have to gain from removing a fuse that worked the interior lights? - We did reach out to MrM***, we told him that it was and that it was a 1998, and should be expected to need some thingsBut that the fact that it Got him home ON AN HOUR DRIVEShows that the vehicle isnt unsafe or unreliableWhen talking to him, out of goodwill we offered to MAYBE help out- Now hes going to accuse us of calling and talking to him in an intimidating mannerAgain, why would we even call him if we didnt care? We sold the vehicle AS-ISWe didnt have to callWe called to try and explain to him that a year old car is going to have year old parts, and need thingsWe called because we care about our customers complete satisfaction - As proven by our track record! Again this is a 100,mile vehicle that is years old - That was sold for only $3,sale priceWe believe Mr M [redacted] is unrealistic about his expectations of such a vehicle Also this is the first time we heard about the lights, and we have email correspondance from Mr M [redacted] to show thatWe also have email correspondance from Mr M [redacted] to Zach stating that Zach told him it would have rust expected for an year old vehicle in Northern ohio We also have email correspondance where Mr m [redacted] Tells us he made it home fine with no issuesSo were not sure about any interior light issues that now hes bringing up??? We believe Mr M***s Mechanic is also unrealistic about the expectations of an year old vehicle I am attaching an excerpt of an email from Mr M [redacted] to Mr Zach b***- he does go on to say, in his opinion the rust is in excess of what he thinks is acceptable - This is simply his opinion In final I cant say this enough - Mr M [redacted] feels his vehicle is unsafe and rusted more than an year old vehicle in the snow belt should be Here are the facts - HE DROVE IT WHILE HERE, HE THEN DROVE IT HOME ALL THE WAY TO [redacted] WITH NO ISSUES, NONE- NO BREAKDOWNS, NOTHING!!!! AN YEAR OLD VEHICLE WITH 100,MILES WILL NEED THINGS, THATS WHY WE SELL IT AS-IS- THERE IS NO INSPECTION BY USZACH HAS BEEN WITH OUR ORGANIZATION OVER YEARS, THERES NEVER BEEN ONE INSTANCE IN WHICH SOMEONE HAS COME TO US TELLING US THAT ZACH MISLED THEM - NOT ONE We will be sending a check for $to Mr M***, not to admit any wrong doing but to show AGAIN, we care

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

Customer purchased the vehicle on 12/- It was purchased 100% due to the mileage (127,000)He signed separate acknowledgements of thatWe have attached themHe did bring it in on the 8th for a vibration which he felt was a driveline vibrationOur technicians looked over the truck and
could not verify the exact concern he was referring toWe did find a very slight vibration which they thought was from the turbo pipe vibrating on the cross member and possibly causing the vibration he was feeling. We did explain to him that the truck was purchased AS-IS, but that in a ONE TIME effort to be sure that he was satisfied, we would correct that problem with the customer only being responsible for $and the dealership handling all other costsAgain this was offered as a one time thingOnly in an effort to satisfy our customerThe customer DECLINED our help and said he would fix it himselfThat's the last we have heard from the customerThere has been no other correspondence about any issues with the vehicleBeing that he knowingly bought this vehicle and that we already diagnosed for free, and offered assistance in repair costs as a one time goodwill gesture, we feel we have gone ABOVE and beyond for this customerBUT - In the spirit of great customer service, I would offer one last solutionWe would pay half of the $1,($635.00)So long as the customer would be satisfied with this resolutionIF this doesn't satisfy the customer, we will just accept the fact that we can not satisfy this customer. Our goal ALWAYS is 100% complete satisfaction, but vehicles with 127,miles have 127,mile parts on themThat's why they are sold and why we have customers acknowledge that multiple times before leaving with them- We hope our offer satisfies the customer, its truly what we strive for!

Initial Business Response /* (1000, 5, 2015/11/25) */
Mr M[redacted] did indeed purchase a vehicle from a long distance away. He did travel to Ohio, and purchased a 1998 Astro. Again, a 1998. This vehicle had no warranty. He signed off in multiple places accepting the fact that it was as-is.
He did...

call us a few days AFTER driving it home ALL THE WAY TO [redacted] (roughly 8 hours) with NO BREAKDOWN, or other major issues. He Said his mechanic told him it needed quite a few things. We asked, how did it drive home, in his words - "fine"
Now hes saying he specifically asked about the interior lights working, that would be the first time in our many years a customer asked that question. Now hes accusing us of removing a fuse, Why or what would we have to gain from removing a fuse that worked the interior lights? - We did reach out to Mr. M[redacted], we told him that it was AS-IS and that it was a 1998, and should be expected to need some things. But that the fact that it Got him home ON AN 8 HOUR DRIVE. Shows that the vehicle isnt unsafe or unreliable. When talking to him, out of goodwill we offered to MAYBE help out. - Now hes going to accuse us of calling and talking to him in an intimidating manner. Again, why would we even call him if we didnt care? We sold the vehicle AS-IS. We didnt have to call. We called to try and explain to him that a 18 year old car is going to have 18 year old parts, and need things. We called because we care about our customers complete satisfaction - As proven by our track record!
Again this is a 100,000 mile vehicle that is 18 years old - That was sold for only $3,800 sale price. We believe Mr M[redacted] is unrealistic about his expectations of such a vehicle.
Also this is the first time we heard about the lights, and we have email correspondance from Mr M[redacted] to show that. We also have email correspondance from Mr M[redacted] to Zach stating that Zach told him it would have rust expected for an 18 year old vehicle in Northern ohio.
We also have email correspondance where Mr m[redacted] Tells us he made it home fine with no issues. So were not sure about any interior light issues that now hes bringing up??? We believe Mr M[redacted]s Mechanic is also unrealistic about the expectations of an 18 year old vehicle.
I am attaching an excerpt of an email from Mr M[redacted] to Mr Zach b[redacted]. - he does go on to say, in his opinion the rust is in excess of what he thinks is acceptable - This is simply his opinion.
In final I cant say this enough - Mr M[redacted] feels his vehicle is unsafe and rusted more than an 18 year old vehicle in the snow belt should be.
Here are the facts - HE DROVE IT WHILE HERE, HE THEN DROVE IT HOME ALL THE WAY TO [redacted] WITH NO ISSUES, NONE. - NO BREAKDOWNS, NOTHING!!!!
AN 18 YEAR OLD VEHICLE WITH 100,000 MILES WILL NEED THINGS, THATS WHY WE SELL IT AS-IS. - THERE IS NO INSPECTION BY US. ZACH HAS BEEN WITH OUR ORGANIZATION OVER 15 YEARS, THERES NEVER BEEN ONE INSTANCE IN WHICH SOMEONE HAS COME TO US TELLING US THAT ZACH MISLED THEM - NOT ONE.
We will be sending a check for $250 to Mr M[redacted], not to admit any wrong doing but to show AGAIN, we care.

I am rejecting this response because: they should not advertise for a price that is not actually the price.  This is not my problem that there websites take 24-48 hours to update.  There own website listed the car for the same price as auto trader.  Yes,  I was coming to [redacted] later that evening. I left early so I would have time to buy this car and take it home with me that night.  Instead I was 3 hours early to Norton.  I also called and talked to a salesperson and asked if they still had this call. I had just left my house when I called. Figuring if they did not have this car that I would not have to leave for a while. I told the salesperson that I found the car on the Internet and was planning on purchasing to get it ready. So the sales person knew I found the car on the Internet and should have known the price of the car. Instead they call me back close to an hour and half later to tell me of the difference in price.  FALSE ADVERTISING.  Heck right on there website they have a banner saying the price you see is the price you pay.  Attached is a screen shot from there website. Guess this does not apply to there website pricing.

Mr [redacted] is correct, its better if we don't do business. We also prefer it that way. We had MANY issues from the customer acting WAAAAAY over the top, berating us, yelling at us, not letting us explain anything. Every time we would make a repair to make him happy, he would find something...

else. Even if we never touched that area. Eventually after making SEVERAL repairs. Mr [redacted] agreed it was acceptable. Now more than a year later there is more coming up? Seems to me like Laria Chevrolet is experiencing the exact same thing as we did. NOTHING IS EVER GOOD ENOUGH! I'm sure they have tried over and over again to make this marker lamp repair and Mr. [redacted] is just not happy with it. So in comes the blame shifting. If they have tried repairing this over and over, why haven't they noticed it before? Its been 2 years since he bought the vehicle. I have no idea if these complaints are true, but it doesn't matter much to us. WE DO WANT HIM HAPPY, so we will do what we feel is fair!Here's our only offerWe 1000% want to NEVER do business with Mr. [redacted] again. Our entire dealership was terrified to go near his car for fear of accusations. In another effort to maintain our distance from Mr. [redacted] , we will not even argue this. I will get a check cut to Mr. [redacted] for $1,000 and MAILED to him.  Furthermore we wish Mr [redacted] and other businesses dealing with Mr [redacted] the best of luck in the future! The check will be mailed out today. We hope this is the end of our dealings. I think Mr [redacted] would agree its best for both parties.

Mr. [redacted] called us after he was under way on his trip to our dealership to look at a new Camaro (He also did tell us he was coming to [redacted] anyways, which was 15 minutes from our dealership). We called him back well BEFORE he arrived. In an effort to make him aware of a...

change in rebates, that ultimately would change the pricing. If we had an intent to lie, cheat, or any other thing he accused us of, why on earth would we have called him BEFORE he got here and warned him??  -  WE UNDERSTAND HIS FRUSTRATION, BUT THIS WAS ALL A MATTER OF TIMING - ILL ELABORATE BELOW. Every month, we get our new rebates from GM on the first business day of the month, NOT the last. This specific Camaro had extra incentives on it in August - Which allowed us to sell it for $40,995 - They WERE NOT extended into September, and like I said there was NO POSSIBLE WAY to know that until the day of Sept 1st. Knowing the new rebates on Sept 1st, we changed the price in our system to reflect that. Now - As you can imagine, we advertise many different places, many different websites, etc. We have a system that we change the price in ONE place, and it then feeds (Gets sent to) all of the websites where the vehicle is advertised. - This is not LIVE, Once I update a price it can take 24-48 hours to reach all of the corresponding websites and update accordingly. - This is backed by one of the most trusted 3rd party resources in the automobile business AUTO TRADER. Again, we understand how this MIGHT look - BUT think about what I said above, Why would we call and tell him BEFORE he got here if we were trying to bamboozle somebody??THE ANSWER IS: We were trying to make him aware, and be honest. Because we understand that might have influenced his decision, we didn't want him to get here and be disappointed, or feel lied to. WE'RE THE ONES WHO CALLED AND TOLD HIM NOT TO COME! - IF we were trying to advertise in a manner to get people to the dealership and then raise the price, WHY WOULD WE CALL AND WARN THEM?  -- I trust knowing that people will see our intent!!