Smith Chevrolet Co Inc

The customer has been in contact with the sales person who originally sold the Impala to him during the last week. As noted in the originating complaint, it is true that the previous owner does indeed take impeccable care of his vehicles. However, when the Impala was being delivered
to us at the time of purchase of his new vehicle, the previous owner was involved in an incident where a lady bumped into him while he was at a stop light. There was no structural damage to the car, but the customer did take it to *** *** where a brand new bumper was put on the car after inspection. This did not make it onto the original *** *** where it could be explained due to their reporting, however it does not mitigate the fact that *** *** should have been informed about the incident and repair before his decision to purchase it as this could have altered his choices.To make this right, we have offered to completely unwind the purchase with *** ***, giving him back the original vehicle he traded in, a BMW Series. This would allow him to go to another dealer with the original car he owned and leave us with any true losses that might come from the sale of the Impala *** *** has decided, after communicating with the sales person, he would like to meet with our Sales Management team to determine if there are any other options available. We are certain that an appropriate resolution will take place regarding both *** *** purchase as well as his trade

A member of our management team contacted [redacted] the following Tuesday (the same day the complaint was received from Revdex.com) to discuss with him directly the incident from the previous week.  The manager indicated that he would do some  additional research and be in touch with [redacted] within the...

next 24 hours.  The following day, [redacted] was contacted again after the manager was able to consult with staff and management. [redacted] was asked to bring his vehicle back in to have a master technician not related to the initial work look at the damage.  While initially it did not appear that the damage was caused at our dealership, the technician noted after looking at the tool key and our equipment used for removing the lug nuts, that there was a scenario that would explain how the damage MAY have occurred.  After further discussion between the customer, the technician, and management, the customer was assured that we would “do the right thing, no matter what” as outlined in our mission statement and that he would be contacted within 24 hours with a decision on how to proceed.  The next day management contacted [redacted] to thank him for taking the time to come back out to our dealership, allowing us to do the necessary research to make the right decision.  Options were discussed and the following appropriate solution was agreed upon: that we would fix the stripped out wheel stud, that we would assist in the replacement of the wheels, and that we would be given the opportunity to earn back Adam’s trust as a customer at our dealership.  The following week, we were able to get [redacted] in contact with one of our trusted vendors to select tires for his vehicle.  He was going to go to the vendor that day to look at the inventory and options and make a selection.  We are confident that this issue is resolved, but will continue to follow-up with the customer until the new wheels have been picked out, installed, and paid for.

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and find that this resolution is satisfactory to me.  Smith Chevy went above and beyond to assure me that my business was import them. After a full explanation, I do not believe the dealership intentionally deceived me.
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