Sims Buick Pontiac GMC, LLC

We have reviewed the customer's response dated April 21, We have nothing further to add to our letter dated April 7, 2016.Sincerely, Douglas AD***Partner / ManagerSims Buick GMC

We have reviewed Mr***'s complaint and respond as follows.Mr [redacted] brought his vehicle to our Dealership on Monday September at 4:10PM This is an especially hectic time at our Dealership, as scheduledwork is being completed for end of day return to our customers Mr [redacted] requested an immediate diagnosis of a driveability concern on his Regal.We simply did not have the available technician manpower to address his concern If we were to pull a technician off of a vehicle that was scheduled and thuspromised a completion time....we would be doing a gross injustice to that customer A driveability concern such as Mr***'s requires diagnosis and time.We would be delighted to inspect Mr***'s vehicle Should the vehicle require warranty repairs, we will gladly provide him with a no-charge loaner vehiclewhile his vehicle is in our shop We certainly do not wish to cause Mr [redacted] any inconvenience[redacted] is our Director of Parts & Service and is expecting Mr***'s call to schedule an appointment.Sincerely, [redacted] ***Partner / ManagerSims Buick GMC [redacted] ***

Can I fax documents to [redacted] ***?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] In response to Sims Buick GMC Your thirty plus years of experienced technician should have showed me the leaking transmission linesThe reason he didn't is because there was no leaking transmission linesAs far as where I purchase my vehicleI purchased it from Enterprise Car Sales a much larger selection and better trade in value than SimsBeing a dealership representing General Motors since doesn't mean anything if you have to tell someone something other than the truth

SIMS BUICK GMC BABBITT ROAD EUCLID OHIO www.simsgm.com March 23, Our second response to MrW We regret that MrW has a feeling of “being taken” Our diagnosis of the vehicle’s problem was performed by a General Motors master technician with thirty plus years of experience working exclusively on GM products This technician is employed by a Dealership that has represented General Motors since and currently has in excess of 11,satisfied customers When it comes to customer satisfaction and representing General Motors for over sixty years, it would be tough to build such a solid record if our business model was one that abused our customers and practiced the art of “being taken” Based on his complaint, it appears that MrWis seeking information regarding a history of transmission fluid lines needing replacement at approximately 50,miles We put forth no such guideline or history Unfortunately, manufactured products and their components fail at any given time, for any number of reasons Factors that can contribute to this type of fuel line wear include but are not limited to, harsh weather conditions (exsalt/brine), location of the fluid lines, proper maintenance of the vehicle, age of the vehicle Lastly, it should be noted that MrWpurchased this vehicle “pre-owned” with approximately 24,miles on the odometer at the time of purchase The subject vehicle was a rental car in the Hertz Rental car agency This also could be a contributing factor to the wear of the lines Sincerely, Sims Buick GMC Revdex.com Mr W

Consumer responded by phone 10/2/15-***The company was able to resolve my complaint the next day

We have reviewed the customer's response dated April 21, 2016.  We have nothing further to add to our letter dated April 7, 2016.Sincerely, Douglas A. D[redacted]Partner / ManagerSims Buick GMC

Can I fax documents to [redacted]?

SIMS BUICK GMC 940 BABBITT ROAD EUCLID OHIO 44123 www.simsgm.com   March 23, 2017   Our second response to Mr. W.   We regret that Mr. W. has a feeling of “being taken”.    Our diagnosis of the vehicle’s problem was performed by a General Motors master technician with thirty plus years of experience working exclusively on GM products.  This technician is employed by a Dealership that has represented General Motors since 1953 and currently has in excess of 11,000 satisfied customers.  When it comes to customer satisfaction and representing General Motors for over sixty years, it would be tough to build such a solid record if our business model was one that abused our customers and practiced the art of “being taken”.   Based on his complaint, it appears that Mr. W. is seeking information regarding a history of transmission fluid lines needing replacement at approximately 50,000 miles.  We put forth no such guideline or history.  Unfortunately, manufactured products and their components fail at any given time, for any number of reasons.    Factors that can contribute to this type of fuel line wear include but are not limited to, harsh weather conditions (ex. salt/brine), location of the fluid lines, proper maintenance of the vehicle, age of the vehicle.   Lastly, it should be noted that Mr. W. purchased this vehicle “pre-owned” with approximately 24,000 miles on the odometer at the time of purchase.  The subject vehicle was a rental car in the Hertz Rental car agency.  This also could be a contributing factor to the wear of the lines.   Sincerely,   Sims Buick GMC     2017 Revdex.com Mr W.2

We have reviewed Mr. [redacted]'s complaint and respond as follows.Mr. [redacted] brought his vehicle to our Dealership on Monday September 21 2015 at 4:10PM.  This is an especially hectic time at our Dealership, as scheduledwork is being completed for end of day return to our customers.  ...

Mr. [redacted] requested an immediate diagnosis of a driveability concern on his 2011 Regal.We simply did not have the available technician manpower to address his concern.  If we were to pull a technician off of a vehicle that was scheduled and thuspromised a completion time....we would be doing a gross injustice to that customer.  A driveability concern such as Mr. [redacted]'s requires diagnosis and time.We would be delighted to inspect Mr. [redacted]'s vehicle.  Should the vehicle require warranty repairs, we will gladly provide him with a no-charge loaner vehiclewhile his vehicle is in our shop.  We certainly do not wish to cause Mr. [redacted] any inconvenience.[redacted] is our Director of Parts & Service and is expecting Mr. [redacted]'s call to schedule an appointment.Sincerely,[redacted]Partner / ManagerSims Buick GMC[redacted]

SIMS BUICK GMC 940 BABBITT ROAD EUCLID OHIO 44123 www.simsgm.com   April 7, 2016 Revdex.com 2800 Euclid Avenue, Fourth Floor Cleveland, Ohio 44115-2408 Reference: [redacted] Complaint Sims Buick GMC Response to Subject Complaint: February 12,2016 Repair...

Order # [redacted]  Vehicle towed into Sims Buick GMC, customer stated vehicle won't start. Technician diagnosed concern as damaged wiring to Power Train Control Module (PCM) that required repair to start the vehicle. After the repair of the damaged wiring, it was determined that the P.C.M. had been shorted and was inoperable. Sims Buick GMC replaced the inoperable P.C.M. with a used unit due to a new unit not being available. After replacing the damaged P.C.M. the vehicle did start. Vehicle engine ran very rough, check engine light was on, but engine did run. Customer was advised of this concern and stated that they would take vehicle back to the previous repair facility that replaced various items due to a rough running concern. Customer was advised Repair Order # 107440 that engine ran rough and that engine light was on but Sims Buick GMC could not retrieve diagnostic codes from the engine due to no communication issue. March 29, 2016 Repair Order # [redacted] Customer brought vehicle back to Sims Buick GMC, requested Sims Buick GMC to diagnose check engine light and a fuel odor. The rough running condition was no longer evident, apparently repaired by another repair facility. At this time, Sims Buick GMC was able to get communication with the P.C.M. and retrieved code PO421 indicating defective catalytic converter, further advised that the oxygen sensor on Bank 1 would not respond and would likely need to be replaced. Further advised customer that vehicle exhaust system had been altered from original equipment manufacturer specifications by someone or some repair facility. Exhaust system would have to be replaced. March 29, 2016 (Cont.) Repair Order # [redacted] Also inspected for raw fuel smell per customer request. Technician performed inspection and found many issues; fuel filter neck rusted, gas tank rusted which would result in raw fuel smell and a yellow check engine light to illuminate. Customer was given an estimate to repair all vehicle issues detailed on Repair Order # 108378 and declined repairs due to cost. By virtue of the fact that the vehicle was not running and therefore had no communication with the vehicle's on-board computer system, Sims Buick GMC could not accurately diagnose any malfunction the vehicle may or may not have at that time. Nor could we predict what may or may not happen in the future. This is a twelve year old vehicle in excess of 115,000 miles on it that had never been serviced by Sims Buick GMC. The vehicle's on-board diagnostic was shot and its exhaust system had been compromised. The customer was advised of this and elected to approve the process of getting the vehicle running, which we did, with the proper disclaimers made clear to the customer. The vehicle had an odometer reading of 115,174 miles when it left our shop on February 16, 2016. When the customer returned to our shop on March 29, 2016 the vehicle had an odometer reading of 117,183 miles. This represents an additional 2,009 miles of driving on this vehicle in a roughly six week time frame. If no repairs (as recommended by Sims Buick GMC) had been performed on the vehicle during this 2,009 mile driving period, it is a safe bet that further damage has been done to the vehicle. Regarding this specific case, it is our position that Sims Buick GMC has presented the customer with reasonable options based on our professional expertise. This expertise comes from selling and servicing GM products since 1954. We process over 10,000 repair orders per year — so we have repaired hundreds of thousands of vehicles. We do not appreciate being labeled "blatantly deceptive". Sincerely, Douglas A. D[redacted] Partner / Manager Sims Buick GMC (216) 289-5700; ext 103 [email protected]

SIMS BUICK GMC 940 BABBITT ROAD EUCLID OHIO 44123 www.simsgm.com   March 23, 2017   Our second response to Mr. W.   We regret that Mr. W....

has a feeling of “being taken”.    Our diagnosis of the vehicle’s problem was performed by a General Motors master technician with thirty plus years of experience working exclusively on GM products.  This technician is employed by a Dealership that has represented General Motors since 1953 and currently has in excess of 11,000 satisfied customers.  When it comes to customer satisfaction and representing General Motors for over sixty years, it would be tough to build such a solid record if our business model was one that abused our customers and practiced the art of “being taken”.   Based on his complaint, it appears that Mr. W. is seeking information regarding a history of transmission fluid lines needing replacement at approximately 50,000 miles.  We put forth no such guideline or history.  Unfortunately, manufactured products and their components fail at any given time, for any number of reasons.    Factors that can contribute to this type of fuel line wear include but are not limited to, harsh weather conditions (ex. salt/brine), location of the fluid lines, proper maintenance of the vehicle, age of the vehicle.   Lastly, it should be noted that Mr. W. purchased this vehicle “pre-owned” with approximately 24,000 miles on the odometer at the time of purchase.  The subject vehicle was a rental car in the Hertz Rental car agency.  This also could be a contributing factor to the wear of the lines.   Sincerely,   Sims Buick GMC     2017 Revdex.com Mr W.2

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
In response to Sims Buick GMC
  Your thirty plus years of experienced technician should have showed me the leaking transmission lines. The reason he didn't is because there was no leaking transmission lines. As far as where I purchase my vehicle. I purchased it from Enterprise Car Sales a much larger selection and better trade in value than Sims. Being a dealership representing General Motors since 1953 doesn't mean anything if you have to tell someone something other than the truth.

Please see attached file regarding Complaint ID [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] 
In response to Sims Buick GMC
  Your thirty plus years of experienced technician should have showed me the leaking transmission lines. The reason he didn't is because there was no leaking transmission lines. As far as where I purchase my vehicle. I purchased it from Enterprise Car Sales a much larger selection and better trade in value than Sims. Being a dealership representing General Motors since 1953 doesn't mean anything if you have to tell someone something other than the truth.