Sierra Motors

December 17, [redacted] ***San Antonio, Texas *** Re: Revdex.com Complaint Case # [redacted] Dear [redacted] , On behalf of Sierra Motors, we would like to apologize forany inconvenience we may have caused you regarding this matterHowever, arerecords do not indicate any payments made on the account since 09/02/ On 11/28/2014, our records show you called our Corp officeand spoke to [redacted] (your account representative)He informed you about yourdelinquency status and you told him that you mailed out a cash payment howeverhe informed you that we have not received a payment towards your account since09/02/You ended the call by stating you would call back the next day tospeak with a manager and the line disconnectedOn 12/03/2014, 12/08/2014, and 12/10/2014, [redacted] (assistantmanager) attempted to contact you and was unsuccessfulOn 12/11/2014, you came into the office and I spoke to youabout the payments you are claiming to have mailed outI informed you that wehad not received a payment since 09/02/I also informed you that accordingto our payment history, there has not been any cash payments made on youraccount everAll payments were made by check or debit cardWe also discussedwhy you would send cash in the mail and if you had a proof of mailing(certified, etc) you did notOn 12/12/2014, you signed a voluntary letter stating yourelease Sierra Motors from any claim or liabilityWe have conducted an internal audit and do not have anyunapplied payments pendingAgain, we apologize that you felt like you had issues withthe billing and customer service but there is nothing more Sierra Motors can dofor your payments you feel that have been lostSincerely, [redacted] Manager

Ms. Thompson, We are sorry you are having some issues with your vehicle.  Thank you for giving us an opportunity to resolve those issues. In regards to the customer service issues you experienced at the service location, we are sorry that you had a bad experience.  We definitely...

do not want any of our customers to feel the way you have.  We are in the process of changing our service location for the better and will consider your suggestions. In regards to the issues you were having with the vehicle.  It is our understanding that they have been resolved as of 10/27/2016.  If you disagree please contact the office and ask to speak to our new service writer ([redacted].  He will provide you the service you deserve. In regards to the rear suspension airbags you mentioned.  It is my understanding that the vehicle has rear suspension springs that are fully functional and safe.  Again if that is not the case please contact us. Thank you again for your time and business. [redacted]

July 23, 2015 [redacted]
[redacted]  Re: Revdex.com Complaint Case # [redacted]  Dear [redacted], On behalf of Sierra Motors, we would like to apologize forany inconvenience we may have caused you regarding this matter.  On...

06/03/2015, our records show you called our service officeand spoke to [redacted] (our service manager). You made an appointment a weekprior and she informed you to show up at 9:00am. You called the same day thatyou were running late so she extended your time till 9:30am. By 9:30am, you didnot show up so she serviced the Walk-In Appointments that were available. Whenyou showed up, she informed you that there are 3 walk in’s ahead of you. Youchoose not to wait and left the service shop. At that moment we knew about youroil leak but did not have the opportunity to service the vehicle On 06/04/2015, you called Corp and spoke to [redacted] (a customerrepresentative) and informed him that your tire fell off but did not state youwere in need of help. I have spoken to you today, 07/23/2015 and we will beservicing the vehicle on 07/29/2015 at 9:00am for the oil leak and brake systemyou are having issues with on your 2003 Chevrolet Suburban. I have also explained that I will be speaking to ourrepresentatives about how you perceived them to be rude and not customerservice friendly.   Again, on behalf of Sierra Motors and our representatives, weapologize that you felt like you had issues with the vehicle and customerservice. I have given you my email address to contact me directly if any otherissues occur.  Sincerely,   [redacted]Manager

December 17, 2014 [redacted]San Antonio, Texas [redacted] Re: Revdex.com Complaint Case # [redacted]   Dear [redacted], On behalf of Sierra Motors, we would like to apologize forany inconvenience we may have caused you regarding this...

matter. However, arerecords do not indicate any payments made on the account since 09/02/2014.          On 11/28/2014, our records show you called our Corp officeand spoke to [redacted] (your account representative). He informed you about yourdelinquency status and you told him that you mailed out a cash payment howeverhe informed you that we have not received a payment towards your account since09/02/2014. You ended the call by stating you would call back the next day tospeak with a manager and the line disconnected. On 12/03/2014, 12/08/2014, and 12/10/2014, [redacted] (assistantmanager) attempted to contact you and was unsuccessful. On 12/11/2014, you came into the office and I spoke to youabout the payments you are claiming to have mailed out. I informed you that wehad not received a payment since 09/02/2014. I also informed you that accordingto our payment history, there has not been any cash payments made on youraccount ever. All payments were made by check or debit card. We also discussedwhy you would send cash in the mail and if you had a proof of mailing(certified, etc) you did not. On 12/12/2014, you signed a voluntary letter stating yourelease Sierra Motors from any claim or liability. We have conducted an internal audit and do not have anyunapplied payments pending. Again, we apologize that you felt like you had issues withthe billing and customer service but there is nothing more Sierra Motors can dofor your payments you feel that have been lost. Sincerely,   [redacted]Manager

Complaint: [redacted]
I am rejecting this response because: After receiving the vehicle from the shop the first time before driving off I complained to the svc manager as well as called into the dealership in regards to the whole 1/4 tank being used for only 15 miles. All that was said is they would escalate it but I never heard anything back. On top of that none of the fluids were topped off and I had to buy transmission fluid. Also the radiator and overflow only had water in it after asking them to put coolant in it since they had to replace the radiator and the water hose. Without coolant the water will boil and could possibly cause the water hose to dryrot. Two weeks later when the starter went out it should've actually been replaced with the motor since what was stated the entire engine would be replaced and the starter is located in the engine on this particular vehicle. [redacted] spoke to [redacted] at Sierra Motors who agreed that the starter should've been replaced and there be no charge for the starter. When the tow company came to pick up the vehicle there was no exterior damage. Once [redacted] went to pick up the vehicle is when he first saw the exterior damage. The exterior damage caused both rear doors to not be able to shut securely which was a concern of ours seeing as we have children. The damage was only to the doors and not the bottom frame work where there doors are to be flushed against. After speaking with [redacted] I decided I do hot want the vehicle or to deal with the company anymore. I felt as if the company would do anything to get out of a situation and does not care for the safety of their drivers. I have received the vehicle from them broken twice and the third time damaged. This is not a trust worthy company. My boyfriend [redacted] would contact them severely times and they would give him the run around and would never call back. He would have to physically show up to the dealership to talk to someone where on documentation he did have authority to speak on behalf because I was out of town for work. I even gave them proof of the work related travel including my itinerary. This made the situation even more difficult to deal with. After letting the company know I want to turn in the vehicle they sent me a form to sign. I did not sign the form and called stating that the form is asking me to be responsible for the full finance of the vehicle, I stated I was not going to be responsible for that and the gentlemen only said ok, he'll pass along the message and I never heard back. A couple days later they showed up to my house, before I arrived back in town, and told my boyfriend that the car is under repossession. Although he is able to speak on my behalf he is not able to release the car without my signature and proof of identification as stated by manager [redacted]. If the situation does not get resolved I will be seeking legal action.
Regards,
[redacted]

December 7, 2015[redacted]11841 Rain Wood AveNorwalk, CA 90650Re: Revdex.com Complaint Case # [redacted]Dear [redacted],On behalf of Sierra Motors, we would like to apologize for
any inconvenience we may have caused you regarding this matter. You purchased the vehicle on 08/23/2014 and on 08/26/2014,
you...

had the vehicle in our service shop due to a nail in the left rear tire.
You also informed us that you had a blow out the day before and that check
engine light came on. We kept the unit over night to diagnose and service the
vehicle.On 08/27/2014, we replaced the tire that had a nail, did an
alignment, and replaced the Catalytic
converter. Unit was picked up and repairs were satisfied.On 01/16/2015,
[redacted] called in and spoke to our service manager informing her about the heater
and the window off track. Our service manager attempted to schedule him with a
service appointment for 01/21/2015 and customer refused. We also informed you
that we had the parts to service the issue.Your loan
agreement requires that you maintain insurance covering physical damage to
protect the interest in your collateral. Collateral Protection Insurance covers
comprehensive and collision to your collateral and is your responsibility and
state law requires that all drivers must have liability insurance. It is your option
to purchase Collateral Protection Insurance or purchase full coverage insurance
that meets our requirements with any insurance company of your choice. Again, on behalf of Sierra Motors and our representatives, we
apologize that you have had mechanical issue and a misunderstanding about the
Collateral Protection Insurance. If you have any further concerns, please feel
free to contact me directly to my email address is
[email protected],[redacted]Manager

February 12, 2015           [redacted]St. Louis, MO [redacted] Re: Revdex.com Complaint Case # [redacted]   Dear [redacted], On behalf of Sierra Motors, we would like to apologize...

forany inconvenience we may have caused you regarding this matter.    The Total Sales Price on your Motor Vehicle RetailInstallment Sales Contract including down payment and interest was $12540.00. Yourdown payment was for the amount of $700.00 bringing your total of payments$11840.00. You have paid a total of $8196.22. The Passtime Elite device that is on your vehicle isdesigned to ensure that the payments are on time as required by the contract.The agreement for installation was agreed on January 31, 2013 when you signedthe Sale Contract. When you purchased the vehicle with Sierra Motors, you didnot provide the required insurance so you authorized Sierra Acceptance to applysingle interest insurance to protect the vehicle. The insurance is $88.00 amonthly however you signed on a bi-weekly contract so the payments become$40.62 every time your payment is due.  I understand that you are concerned about being over chargedon your contract however there are no hidden fees added to the contract. Theinterest and late fees are defined in the contract you signed, Again, we apologize that you feel like you are being overcharged for your vehicle but after researching your account, the total balanceof $3667.70 including late fees of $23.92 is accurate.                  Sincerely,   [redacted]Manager            Tell us why here...

September 28, 2016   [redacted] Daytime Phone: [redacted]   Re: Revdex.com Complaint Case # [redacted]   Dear [redacted],   On behalf of Sierra Motors, we would like to apologize for any inconvenience we may have caused you, in...

regards to the 2007 BLUE BUICK LUCERNE.   On 08/11/2016, we diagnosed your vehicle and established that the engine had a blown head gasket. Since your vehicle was still under the limited warranty you received from us at the time of purchase we replaced the engine, at no cost to you.  In addition, we waived the $100 deductible and the cost for the replacement of all lubricating fluids, coolant fluids, and oil; that was due per the limited warranty you received.   When you picked up the vehicle, you wanted us to reimburse you for the gas that was used. Upon review of our work order dated 8/11/2016 we received the vehicle from [redacted] with a ¼ tank of gas.  Mr. [redacted] signed this fact.    On 8/19/2016 you received the vehicle and acknowledged the completion of the work and was satisfied.    On 09/12/2016, you called and informed us that your vehicle did not want to start. We had the vehicle towed in to our service shop the same day by a third party tow company.  [redacted] was present when the vehicle was picked up by the tow company.   On 09/13/2016, we diagnosed your vehicle and it was established that the starter needed to be replaced. Our service manager informed you that the starter was not covered under warranty and you would be responsible to pay for the cost. After some discussion, we offered to help you by deferring your car payment for one month ($348) to help you absorb the cost of the starter ($403).   On 09/14/2016, the unit was repaired and ready for pick up. When you picked up the vehicle, you informed our service manager about damage to the rear doors. We investigated your claim by talking to the tow company, our mechanics, and all staff.  It was determined that no one noticed the damage and as far as we knew the vehicle was received with the damage either being caused by the tow company or prior to our possession.    On 09/15/2016, Mr. [redacted] came in and spoke with our owner. He informed them that we are not responsible for the damage, however understood their situation and agreed to help them by waiving the repair cost for the starter ($403) and tow ($50).  Mr. [redacted] accepted this offer.   On 09/19/2016, you called in and wanted to voluntarily surrender the vehicle. I spoke to you and went over all the options from before and you still wanted to return the vehicle. Then I offered to accept your vehicle as a trade for the full balance and sell you another vehicle. You decided you wanted to return the vehicle.   As per your request, on 09/22/2016, we have recovered the vehicle at your home address.   Again, on behalf of Sierra Motors and our representatives, we apologize that you had a bad experience.   Sincerely, [redacted] (Manager) Tell us why here...

Mr. [redacted] We agree with your statement.  You purchased a vehicle from us and paid it off.  We have confirmed with TransUnion that they show that we are reporting your account to reflect those facts.   Please feel free to contact me if you need further clarification or to...

show me what you are seeing that differs from your account being reported as paid in full. In addition, please be aware you can challenge any trade line on your credit report using the credit bureau's consumer dispute process. Sincerely, [redacted]

Ms. [redacted],We are sorry you are having some issues with your vehicle. We have identified that your vehicle's electronic power steering assist has an intermittent issue.  Although this issue is not included on your limited warranty, we have agreed to fix it.It is my understanding that...

you needed your vehicle and that we are waiting for you to contact us with a day that you can bring us the vehicle to repair it.Please contact us at your convenience.   Thank you for your time and business. [redacted]

Review: Misdiagnosed first visit, second visit no invoice & repair didn't work.

My wife took her Envoy into the dealership on May 31, 2013 for a oil change & filter. Service writer made commit about back of car's rear suspension being down. Service writer said it looks like your air bag suspension has a leak. Dealership did oil change & when my wife went in to pick up her car, service writer advised her that she needed front brakes & the rear air bag suspension needs to be replaced. Made an appointment for June 6, 2013 to have rear suspension fixed & front brakes. After dropping my wife's car off on 6-6-13, by end of day dealership called to let us know the car was fixed & ready to pick up. On 6-7-13 when my wife was getting ready to go to work, we noticed the rear suspension was down on the ground again. My wife had her car for 2 weeks before I could get it back to the dealership. I called the dealership to let them know that the problem wasn't fixed. They told me to bring it back when I could. I was able to get it in to the dealership on 6-25-13. They inspected the rear suspension & did a driver's door recall. I was told that the car now needs the pump for the air bags. I wasn't happy, since I just spent $450 for the air bags. Made yet another appointment to take the car back for the pump. I contacted General Motors to see if there was anything they could do. General Motors contacted Sierra Motors to see if they could do anything for us. Sierra Motors told General Motors the best they could do is put the part in at no labor & with a discounted price on the part. My appointment was for July 3, 2013. Wife dropped off car to have the pumped replaced. When my wife went into the service center to see the service writer, she gave the keys to the service writer. He didn't write her up, nor have her sign anything, or even give her an invoice for the repair. Around 2:30pm got a call from the service writer telling us the car was ready to be picked up. Got to the dealership around 5:00pm on 7-3-13 picked up car & spent $469.37. This morning when my wife was getting ready to go to work we noticed the rear suspension was down on the ground again. My wife called me after she got to work & said the rear suspension never came up at all. When she got off of work & drove home, again the rear suspension never came up at all. I now have gone in twice for the same problem & have spent $919.37 & it still hasn't fixed the problem. Desired Settlement: To have the car fixed the right way & have one of the rears refunded.

Business

Response:

Business' Initial Response

Contact Name and Title: Steve Lane-Service Mangr

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@sierramotors.net

In response to case# [redacted],

Mr. [redacted] brought his 2006 GMC Envoy in for the repair of his rear air bags on June 6, 2013 at 10:10 A.M. The rear air bags were replaced. The vehicle was picked up later that same evening with no signs of a low rear suspension. The parts for the repair were new and in normal operating condition when installed. We cannot foresee every issue that may arise with any given repair. We try to repair the current failed part to mitigate costs of major repairs for the customer. Although in this case, the air compressor failed shortly after the repair because it was continuing to run to try and inflate the deflated air bags. Sierra Motors, in good faith, offered Mr. [redacted] goodwill on several occasions.

Of his air compressor replacement, Sierra Motors discounted the cost of the compressor and saved Mr. [redacted] $145.54, as well as the cost of labor which totaled $198.00. A goodwill total amount of $343.54. Sierra Motors also goodwill repaired Mr. [redacted]'s air supply lines, a total of $311.94, parts and labor. A total of $655.48 for customer goodwill to Mr. [redacted]. Sierra Motors went above and beyond our responsibility to help Mr. [redacted]. We returned his vehicle to him in the best possible operating condition after the repairs. The vehicle is not currently having rear suspension issues and appears to be completely repaired at this time. Mr. [redacted] has a 12 month, unlimited mileage warranty on this repair.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

We did receive a full refund but no thanks to Sierra Motors or Revdex.com. Revdex.com took the word of a business without checking the problem first. We originally were told by Sierra Motors that we could not get a refund of the money that was owed to us because Sierra Motors had to put the parts on our car. Even though our car was misdiagnosed 4 times before they finally got it right. After contacting Revdex.com & telling Revdex.com what had happened to us, Revdex.com contacted they business & Sierra Motors told Revdex.com that they put the parts on so why do they need to do a refund? Revdex.com didn't follow through with finding out why our car took 4 tries to fix the problem & automatically sided with Sierra Motors. I had to contact B.A.R. to have our problem looked at. After going to the business & actually doing the job that should have been done from the beginning, B.A.R. found that the dealership was in the wrong & that they should have never charged us for 4 misdiagnosing. Thanks to B.A.R. we received our money back. Just because a company has been in business for a long time doesn't mean they are a good company. After Sierra Motors was told by B.A.R. to do a full refund, they told the person from B.A.R. that we aren't aloud to bring our cars back to the dealership. That's sad way to handle customer service. We would never take our cars there again after the way we were treated.

Business' Final Response

In closing response to case #XXXXXXXX, Sierra Motors fully refunded Mr. [redacted] for the repairs regarding this matter on August 14, 2013, in the amount of $944.87. Sierra Motors considers this case closed.

Review: My wife took the car to the company. They did an inspection for $800.00. At the time the transmission was repaired and all work was guaranteed. We use the car to drive around town and then we left town for a while. When we came back we drove it some more and the transmission started acting up again like before. There has been less than 1000 miles put on the car since work in May. I called the shop and they stated that they will not look into the problem until I pay another $800. for an inspection.Desired Settlement: Take care of the transmission with the guarantee free of charge.

Business

Response:

Initial Business Response

Sierra Motors has contacted Mr. [redacted] in regards to this matter. Sierra Motors and Mr. [redacted] have reached a mutual agreement in the repair of his vehicle.

Final Consumer Response

Consumer called and stated that all repairs have been made and case has been resolved.

Final Business Response

Sierra Motors is repairing Mr. [redacted]'s vehicle under warranty. Sierra Motors had been keeping Mr. [redacted] updated with the repair process. As of 10/14/13, Mr. [redacted]'s vehicle has been repaired under warranty.