Dear Revdex.com, Mr [redacted] agreed to do the paperwork on November 30th We said we would have the paperwork ready to go for him that dayHe then said " I would like the new vehicle delivered here, to my home, as I am single and will be keeping the current Suburban for awhile." We replied with " we plan on delivering the Suburban to you tomorrow but will get the paperwork ready for today" He agreed and we scheduled a time to deliver it to his houseMy driver arrived at his house the next day and brought the paperwork to Mr [redacted] to signMr [redacted] signed the paperworkThen my driver exited the house and was picked up by my fleet manager DarinDarin then looked at the signed paperwork and saw that Mr [redacted] had altered the Mandatory termination fee required by US bank in accordance with leasing a vehicleDarin then went right up to the door and knockedNo answerHe then called and emailedNo answerHe waited for over an hour and still no answerSo Mr [redacted] took it upon himself to alter a legal document which he had no right to doAt this point Darin calls me and let's me know what's going onI then call Mr [redacted] and he does not answerSo I left him a message to call me back or we will have the Suburban towed due to his altering of a legal documentStill no answer He then comes out of his house and would only initial the part that he alteredThe bank would not take this contract due to alteringSo I had my Finance Manager get back in touch with Mr***Via email, Mr [redacted] again says he will not come in to re sign the new contract which has to be dated the same as the altered contract to comply with the Bank and with ChevroletWe agree to a date and time to meet him at his houseHe then emails us to change the timeWe show up to his house and he re signs the paperworkWe then give him his copiesThe originals go to the LenderRegards, Edward [redacted] General Sales Manager###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
Initial Business Response / [redacted] (1000, 6, 2015/11/24) */ In response to Mr[redacted] concerns of additional repairs related to accident on his suburban with 193,miles, the responsible party for authorization of repairs is his insurance companydiagnostics of warning light related to service air ride warning was found to be corrosion issue at rear air ride shock clearly corrosion was not caused by accidentrear air ride shocks and compressor were recommended for replacement for same issue on dec 13th at miles repairs were declined at this timeas for rear hatch struts the structural integrity or rear hatch and hatch opening were not compromised during the accident upon inspection found that rear hatch struts and oily substance and dust build up on outer housing, this is signs that hatch struts have been leaking for awhile and not related to accidentThe final decision on all repairs are made the insurance company that authorized body repairs, Suburban Chevrolet has responsibility to the consumer and insurance company to report accurate diagnostics not to make the final decision of repairs Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Neither the "Service Auto Ride" message nor the inability to operate the rear hatch existed before the accidentBoth conditions are symptomatic of the vehicle being hit hard from behindMinor corrosion and dust (they provided no evidence of "oily substance") did not prevent the rear hatch from working prior to the accident nor did the old (but functioning)shock absorber cause the warning light prior to the accidentFrom the time Suburban Chevrolet first communicated with the adjustor with the insurance carrier, [redacted] , they seemed to be looking for ways to avoid doing all of the required repairsPat [redacted] , Body Shop Estimator for Suburban Chevrolet, revealed to me that he was told initially by the [redacted] adjustor that the cost of the repairs might warrant a "total loss" decision by [redacted] Rather than look at all of the damage that could logically be caused by a rear-end impact Suburban Chevrolet seemed determined to do only the body work that kept the cost below the threshold that [redacted] had setI asked them to replace the damaged parts with used parts if they had an objection to the cost of new partsI merely wanted my vehicle returned to be in the same condition it was in prior to the accidentSuburban is now pointing to [redacted] as the "responsible party for authorizing repairs"However, when my insurance agent questioned the [redacted] adjustor and her manager they said that they could not authorize the repairs because Suburban Chevrolet concluded that the problems were not caused by a rear-end collision! I believed when I brought my vehicle to a collision center that they would endeavor to repair everything caused by the collisionI don't feel it was their "duty" to search for and opine about other possible causesMost vehicles on Minnesota roads are less than newThe vast majority of these vehicles have some dust, grime and corrosion on the working partsThose working parts can and do operate just fine despite being exposed to the elementsIt does make sense, however, that being struck from behind by a vehicle traveling approximately miles per hour could cause those parts to failEspecially parts that are located in the rear of the vehicleI am extremely surprised (as are everyone I discuss this with) that Suburban Chevrolet would not have proposed all of the repairs that appeared to be caused by the impact to the insurance carrierThe insurance carrier could then have challenged the repairs but they never had to because Suburban Chevrolet had already stepped into the role of the insurance adjustorThat is not their job!! I very definitely do not accept their responseSuburban Chevrolet's recent radio ad by John [redacted] refers to it as "The Dealership for the People"I think they were the dealership for the large insurance company in this instance! Final Consumer Response / [redacted] (3000, 12, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is interesting that Suburban Chevrolet says that the insurance company makes the repair decision yet [redacted] says their hands were tied because of the decision/opinion of Suburban ChevroletYou guys have got to get your stories straight Suburban Chevrolet continues to refer to a pre-existing condition with the air ride system yet their own "professional" diagnostic work could not detect such a thingI was required to pay $for their diagnostic work (computerized) and was told that in doing so they would be able to say for certainty that the error message either existed or did not exist before the accidentAfterward the service department told me that they in fact are not able to say whether or not the error light that appeared after the accident actually appeared before the accidentInteresting Regarding the rear hatch struts, Suburban provided me with pictures that they purport showed evidence of dust and an oily substance that "indicate leakage over a long period of time"Seriously? I looked carefully at the pictures and can see no oily substanceWhat I do know, however, is that the struts worked fine minutes before the accident when the vehicle was in my driveway while my son loaded some items in the rear of the vehicle It is somewhat insulting that Suburban would offer a second "professional" diagnosisThanks but no thanksFurther, I am not interested in your pricing estimate for the rear air ride(which was actually December and their estimate was $2,back then, now its $1,Interesting)Suburban's original estimate for the rear struts was $I'm not really interested in their "special pricing" on the least expensive part of all of the work that they recommendedSeriously? Furthermore, I don't intend to ever again visit Suburban Chevrolet for anythingNor will any of my family membersI will chalk this up to experienceIf any of my vehicles is involved in an accident in the future I will go a legitimate collision center, NOT Suburban ChevroletLesson (expensive) learned Final Business Response / [redacted] (4000, 10, 2015/12/02) */ In response to Mr[redacted] the sole decision of all repairs is the insurance company's decisionSuburban Chevrolet responsibility is to diagnose and report accurate findings to insurance companyBased on the diagnosis of vehicle corrosion at the connector for the air ride was not caused by the accident, No physical damage to suspension of vehicle also the prior history at dealer shows service air ride problem in that repairs were declined and to this date still not completed as per conversation with Mr [redacted] on phone conversationAs for rear hatch struts not supporting rear hatch again we have to state that the structural integrity of the hatch and hatch opening were not compromised and the evidence of dust and oil build on hatch struts indicates leakage over a period of time, again not accident relatedNo physical damage to hatch struts or mounting areaSuburban Chevrolet would suggest and recommend that if customer is willing to accept our professional diagnosis, that a second diagnosis should be in orderSuburban Chevrolet would be more than willing to help set this up at another dealer of your choice or customer can arrange himselfIn closing Suburban Chevrolet would be willing to honor pricing estimate that was givin in for repairs to rear air ride and also work out special pricing on rear hatch struts
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and will accept this resolutionI would still likr you to know that you have not apologized over and over, abd no one has reached out to me regarding any of this unril I complainedI will accept my money and not do business with Eden Prairie Chevrolet anymoreI would never want to be treated in this way again or see anyone else get this treatment eitherThank you for the apologyI would prefer to pick my money up from the dealership due to me movingMy phone number is [redacted] Please call me when the check is ready
I spoke with the customer and apologized for us missing the oil leak and explained to her that because of the severe coolant leak we simply missed itI agreed to do the dye and degrease at no charge to her and again apologized She reached out to General Motors for assistance and they declinedWe strive to have happy customers and I would gladly credit her back for the tiresThe total for that would be $Let me know how she would like to proceed
contacted customer 04/06/ apologized for confusion on pricing, offered to install tires for price match guarantee but customer has already had tires installed elsewherecustomer appreciated call and is satisfied with explanation
The work we performed was covered under warranty by General Motors for a special coverageWe have apologized over and over for our missing of the other leaks. The axle seal we repaired and is now failing according to Infinity Auto we would have repaired at no charge had this been brought to our attentionIf the customer paid for that repair to be done by them I will reimburse her for that chargeAs far as our offer we are keeping to it
we apologize for the inconvenience of having to return multiple times for recalls to be completedThe vehicle had recalls that where completed 1st campaign is front air bag and pretensioner software update, campaign is drivers seat lap belt anchor tension cable, both of these
campaigns are not related to or can affect the operation of a power drivers lock that is located internally in the drivers doorSuburban Chevrolet would offer to do a no charge diagnostics of the power lock issue and arrange special pricing on the repair at a discounted rate
Here at Suburban Chevrolet we take every concern seriously. After looking into the situation we found our salesman and used car manger followed proper steps to the sale by filling out a used car appraisal and a credit application with customer's signature on it. At that point...
we realized the customer was interested to proceed with the purchase of a vehicle and we pulled credit at the same time of appraisal. All of our records are time stamped and clearly shows we pulled credit before we appraised the vehicle while customer was currently here in the process of purchasing a vehicle. If there were any misunderstandings we truly were unaware at the time of working the purchase with the customer.
Suburban Chevrolet apologizes for the amount of time it has taken to get a clear title filed for with the DMV. All paperwork for the clearing was filed on 12-12-16 and we are checking several times a week to ensure that the title will be clear and printed.
Dear Revdex.com, Mr [redacted] agreed to do the paperwork on November 30th 2017. We said we would have the paperwork ready to go for him that day. He then said " I would like the new vehicle delivered here, to my home, as I am single and will be keeping the current Suburban for awhile." We replied with "...
we plan on delivering the Suburban to you tomorrow but will get the paperwork ready for today. " He agreed and we scheduled a time to deliver it to his house. My driver arrived at his house the next day and brought the paperwork to Mr. [redacted] to sign. Mr [redacted] signed the paperwork. Then my driver exited the house and was picked up by my fleet manager Darin. Darin then looked at the signed paperwork and saw that Mr [redacted] had altered the Mandatory termination fee required by US bank in accordance with leasing a vehicle. Darin then went right up to the door and knocked. No answer. He then called and emailed. No answer. He waited for over an hour and still no answer. So Mr. [redacted] took it upon himself to alter a legal document which he had no right to do. At this point Darin calls me and let's me know what's going on. I then call Mr. [redacted] and he does not answer. So I left him a message to call me back or we will have the Suburban towed due to his altering of a legal document. Still no answer. He then comes out of his house and would only initial the part that he altered. The bank would not take this contract due to altering. So I had my Finance Manager get back in touch with Mr. [redacted]. Via email, Mr. [redacted] again says he will not come in to re sign the new contract which has to be dated the same as the altered contract to comply with the Bank and with Chevrolet. We agree to a date and time to meet him at his house. He then emails us to change the time. We show up to his house and he re signs the paperwork. We then give him his copies. The originals go to the Lender. Regards, Edward [redacted]General Sales Manager###-###-####
Initial Business Response /* (1000, 6, 2015/11/24) */
In response to Mr.[redacted] concerns of additional repairs related to accident on his 2003 suburban with 193,000 miles, the responsible party for authorization of repairs is his insurance company. diagnostics of warning light related to service air...
ride warning was found to be corrosion issue at rear air ride shock clearly corrosion was not caused by accident. rear air ride shocks and compressor were recommended for replacement for same issue on dec 13th 2013 at 166000 miles repairs were declined at this time. as for rear hatch struts the structural integrity or rear hatch and hatch opening were not compromised during the accident upon inspection found that rear hatch struts and oily substance and dust build up on outer housing, this is signs that hatch struts have been leaking for awhile and not related to accident. The final decision on all repairs are made the insurance company that authorized body repairs, Suburban Chevrolet has responsibility to the consumer and insurance company to report accurate diagnostics not to make the final decision of repairs.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Neither the "Service Auto Ride" message nor the inability to operate the rear hatch existed before the accident. Both conditions are symptomatic of the vehicle being hit hard from behind. Minor corrosion and dust (they provided no evidence of "oily substance") did not prevent the rear hatch from working prior to the accident nor did the old (but functioning)shock absorber cause the warning light prior to the accident. From the time Suburban Chevrolet first communicated with the adjustor with the insurance carrier, [redacted], they seemed to be looking for ways to avoid doing all of the required repairs. Pat [redacted], Body Shop Estimator for Suburban Chevrolet, revealed to me that he was told initially by the [redacted] adjustor that the cost of the repairs might warrant a "total loss" decision by [redacted]. Rather than look at all of the damage that could logically be caused by a rear-end impact Suburban Chevrolet seemed determined to do only the body work that kept the cost below the threshold that [redacted] had set. I asked them to replace the damaged parts with used parts if they had an objection to the cost of new parts. I merely wanted my vehicle returned to be in the same condition it was in prior to the accident. Suburban is now pointing to [redacted] as the "responsible party for authorizing repairs". However, when my insurance agent questioned the [redacted] adjustor and her manager they said that they could not authorize the repairs because Suburban Chevrolet concluded that the problems were not caused by a rear-end collision! I believed when I brought my vehicle to a collision center that they would endeavor to repair everything caused by the collision. I don't feel it was their "duty" to search for and opine about other possible causes. Most vehicles on Minnesota roads are less than new. The vast majority of these vehicles have some dust, grime and corrosion on the working parts. Those working parts can and do operate just fine despite being exposed to the elements. It does make sense, however, that being struck from behind by a vehicle traveling approximately 55 miles per hour could cause those parts to fail. Especially parts that are located in the rear of the vehicle. I am extremely surprised (as are everyone I discuss this with) that Suburban Chevrolet would not have proposed all of the repairs that appeared to be caused by the impact to the insurance carrier. The insurance carrier could then have challenged the repairs but they never had to because Suburban Chevrolet had already stepped into the role of the insurance adjustor. That is not their job!! I very definitely do not accept their response. Suburban Chevrolet's recent radio ad by John [redacted] refers to it as "The Dealership for the People". I think they were the dealership for the large insurance company in this instance!
Final Consumer Response /* (3000, 12, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is interesting that Suburban Chevrolet says that the insurance company makes the repair decision yet [redacted] says their hands were tied because of the decision/opinion of Suburban Chevrolet. You guys have got to get your stories straight.
Suburban Chevrolet continues to refer to a pre-existing condition with the air ride system yet their own "professional" diagnostic work could not detect such a thing. I was required to pay $99.95 for their diagnostic work (computerized) and was told that in doing so they would be able to say for certainty that the error message either existed or did not exist before the accident. Afterward the service department told me that they in fact are not able to say whether or not the error light that appeared after the accident actually appeared before the accident. Interesting.
Regarding the rear hatch struts, Suburban provided me with pictures that they purport showed evidence of dust and an oily substance that "indicate leakage over a long period of time". Seriously? I looked carefully at the pictures and can see no oily substance. What I do know, however, is that the struts worked fine 30 minutes before the accident when the vehicle was in my driveway while my son loaded some items in the rear of the vehicle.
It is somewhat insulting that Suburban would offer a second "professional" diagnosis. Thanks but no thanks. Further, I am not interested in your 2014 pricing estimate for the rear air ride(which was actually December 2013 and their estimate was $2,000 back then, now its $1,400. Interesting). Suburban's original estimate for the rear struts was $208. I'm not really interested in their "special pricing" on the least expensive part of all of the work that they recommended. Seriously? Furthermore, I don't intend to ever again visit Suburban Chevrolet for anything. Nor will any of my family members. I will chalk this up to experience. If any of my vehicles is involved in an accident in the future I will go a legitimate collision center, NOT Suburban Chevrolet. Lesson (expensive) learned.
Final Business Response /* (4000, 10, 2015/12/02) */
In response to Mr.[redacted] the sole decision of all repairs is the insurance company's decision. Suburban Chevrolet responsibility is to diagnose and report accurate findings to insurance company. Based on the diagnosis of vehicle corrosion at the connector for the air ride was not caused by the accident, No physical damage to suspension of vehicle also the prior history at dealer shows service air ride problem in 2014 that repairs were declined and to this date still not completed as per conversation with Mr. [redacted] on phone conversation. As for rear hatch struts not supporting rear hatch again we have to state that the structural integrity of the hatch and hatch opening were not compromised and the evidence of dust and oil build on hatch struts indicates leakage over a period of time, again not accident related. No physical damage to hatch struts or mounting area. Suburban Chevrolet would suggest and recommend that if customer is willing to accept our professional diagnosis, that a second diagnosis should be in order. Suburban Chevrolet would be more than willing to help set this up at another dealer of your choice or customer can arrange himself. In closing Suburban Chevrolet would be willing to honor pricing estimate that was givin in 2014 for repairs to rear air ride and also work out special pricing on rear hatch struts.
I am rejecting this response because:They have repeatedly told me the paperwork is taken care of. It has been almost 8 months and I have received no title.
Initial Business Response /* (1000, 6, 2016/02/26) */
We have been in contact with Ms. [redacted]. She is submitting her bill for us to review for a gratuitous payment.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/06) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
I have waiting until tonight to respond to this complaint; waiting for Suburban Chevrolet to acknowledge the poor customer service..... even a sorry would have been appreciated. I do appreciate that they paid my repair bill but even my email correspondence with Craig brought up my major issue of the lack of CUSTOMER SERVICE!! The company has no desire to apologize. I'm sorry but even the way my bill was paid does not show customer service, they just want my complaint to go away. I never asked for money. I wanted to bring to light the lack of customer service. This is all Craig had to say in his email to me "I had a check cut today for the full amount. I hope this will satisfy our situation." I wrote back and thanked him for the check, and asked him what was being done about the lack of customer service. I do not feel it is right to call customers liars or imply they are stupid, and it is definitly not okay to IGNORE customers! Craig has not responded. So no, I do not accept the response because there honestly was nothing done about the customer service. No apology, no change in how they will operate, nothing. As they stated to the Revdex.com- they have been in contact with me to review my bill for a gratuitous payment. They still feel they can treat customers like crap and that isn't right. That is the reason I filed my complaint in the first place. I had to contact 5 people over 2 weeks before anyone would talk to me. Nothing has changed. I do not recommend this company to anyone.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept this resolution. I would still likr you to know that you have not apologized over and over, abd no one has reached out to me regarding any of this unril I complained. I will accept my money and not do business with Eden Prairie Chevrolet anymore. I would never want to be treated in this way again or see anyone else get this treatment either. Thank you for the apology. I would prefer to pick my money up from the dealership due to me moving. My phone number is [redacted]. Please call me when the check is ready.
I am rejecting this response because: For the record:That is not how the process went. I spoke with company and there was a miscommunication in regards to requesting credit and interest in purchasing vehicle. I told them I wanted to have a understanding of what the value of my trade was before my credit was pulled. I would only be interested if trade was equitable. I already new my credit was fine(middle to higher 700 depending on agency). The other issue that is important to the over all compliant is I was told my trade value 3 days earlier which was reasonable, therefore I returned under that information to purchase vehicle. Additionally, I indicated to sales rep I may purchase vehicle via check with no financing. Typical, bait and switch. I get there, I wait for appraisal of my vehicle and in meantime I fill out app but don't remember signing it. Appraisal comes back 5k less, they don't honor trade value from 3 days before, trying to strong arm me. I decide to walk out and leave dealership at this point. Then I receive a letter saying I am denied credit with a 743 score. Moving forward nothing has too be done and you can close compliant. Dealership did contact me and we discussed the above information.Thank you for your timely response.
I spoke with the customer and apologized for us missing the oil leak and explained to her that because of the severe coolant leak we simply missed it. I agreed to do the dye and degrease at no charge to her and again apologized. She reached out to General Motors for assistance and they...
declined. We strive to have happy customers and I would gladly credit her back for the tires. The total for that would be $505.24. Let me know how she would like to proceed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Dear Revdex.com, Mr [redacted] agreed to do the paperwork on November 30th We said we would have the paperwork ready to go for him that dayHe then said " I would like the new vehicle delivered here, to my home, as I am single and will be keeping the current Suburban for awhile." We replied with " we plan on delivering the Suburban to you tomorrow but will get the paperwork ready for today" He agreed and we scheduled a time to deliver it to his houseMy driver arrived at his house the next day and brought the paperwork to Mr [redacted] to signMr [redacted] signed the paperworkThen my driver exited the house and was picked up by my fleet manager DarinDarin then looked at the signed paperwork and saw that Mr [redacted] had altered the Mandatory termination fee required by US bank in accordance with leasing a vehicleDarin then went right up to the door and knockedNo answerHe then called and emailedNo answerHe waited for over an hour and still no answerSo Mr [redacted] took it upon himself to alter a legal document which he had no right to doAt this point Darin calls me and let's me know what's going onI then call Mr [redacted] and he does not answerSo I left him a message to call me back or we will have the Suburban towed due to his altering of a legal documentStill no answer He then comes out of his house and would only initial the part that he alteredThe bank would not take this contract due to alteringSo I had my Finance Manager get back in touch with Mr***Via email, Mr [redacted] again says he will not come in to re sign the new contract which has to be dated the same as the altered contract to comply with the Bank and with ChevroletWe agree to a date and time to meet him at his houseHe then emails us to change the timeWe show up to his house and he re signs the paperworkWe then give him his copiesThe originals go to the LenderRegards, Edward [redacted] General Sales Manager###-###-####
I am rejecting this response because:They have repeatedly told me the paperwork is taken care ofIt has been almost months and I have received no title
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
Initial Business Response / [redacted] (1000, 6, 2015/11/24) */ In response to Mr[redacted] concerns of additional repairs related to accident on his suburban with 193,miles, the responsible party for authorization of repairs is his insurance companydiagnostics of warning light related to service air ride warning was found to be corrosion issue at rear air ride shock clearly corrosion was not caused by accidentrear air ride shocks and compressor were recommended for replacement for same issue on dec 13th at miles repairs were declined at this timeas for rear hatch struts the structural integrity or rear hatch and hatch opening were not compromised during the accident upon inspection found that rear hatch struts and oily substance and dust build up on outer housing, this is signs that hatch struts have been leaking for awhile and not related to accidentThe final decision on all repairs are made the insurance company that authorized body repairs, Suburban Chevrolet has responsibility to the consumer and insurance company to report accurate diagnostics not to make the final decision of repairs Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Neither the "Service Auto Ride" message nor the inability to operate the rear hatch existed before the accidentBoth conditions are symptomatic of the vehicle being hit hard from behindMinor corrosion and dust (they provided no evidence of "oily substance") did not prevent the rear hatch from working prior to the accident nor did the old (but functioning)shock absorber cause the warning light prior to the accidentFrom the time Suburban Chevrolet first communicated with the adjustor with the insurance carrier, [redacted] , they seemed to be looking for ways to avoid doing all of the required repairsPat [redacted] , Body Shop Estimator for Suburban Chevrolet, revealed to me that he was told initially by the [redacted] adjustor that the cost of the repairs might warrant a "total loss" decision by [redacted] Rather than look at all of the damage that could logically be caused by a rear-end impact Suburban Chevrolet seemed determined to do only the body work that kept the cost below the threshold that [redacted] had setI asked them to replace the damaged parts with used parts if they had an objection to the cost of new partsI merely wanted my vehicle returned to be in the same condition it was in prior to the accidentSuburban is now pointing to [redacted] as the "responsible party for authorizing repairs"However, when my insurance agent questioned the [redacted] adjustor and her manager they said that they could not authorize the repairs because Suburban Chevrolet concluded that the problems were not caused by a rear-end collision! I believed when I brought my vehicle to a collision center that they would endeavor to repair everything caused by the collisionI don't feel it was their "duty" to search for and opine about other possible causesMost vehicles on Minnesota roads are less than newThe vast majority of these vehicles have some dust, grime and corrosion on the working partsThose working parts can and do operate just fine despite being exposed to the elementsIt does make sense, however, that being struck from behind by a vehicle traveling approximately miles per hour could cause those parts to failEspecially parts that are located in the rear of the vehicleI am extremely surprised (as are everyone I discuss this with) that Suburban Chevrolet would not have proposed all of the repairs that appeared to be caused by the impact to the insurance carrierThe insurance carrier could then have challenged the repairs but they never had to because Suburban Chevrolet had already stepped into the role of the insurance adjustorThat is not their job!! I very definitely do not accept their responseSuburban Chevrolet's recent radio ad by John [redacted] refers to it as "The Dealership for the People"I think they were the dealership for the large insurance company in this instance! Final Consumer Response / [redacted] (3000, 12, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is interesting that Suburban Chevrolet says that the insurance company makes the repair decision yet [redacted] says their hands were tied because of the decision/opinion of Suburban ChevroletYou guys have got to get your stories straight Suburban Chevrolet continues to refer to a pre-existing condition with the air ride system yet their own "professional" diagnostic work could not detect such a thingI was required to pay $for their diagnostic work (computerized) and was told that in doing so they would be able to say for certainty that the error message either existed or did not exist before the accidentAfterward the service department told me that they in fact are not able to say whether or not the error light that appeared after the accident actually appeared before the accidentInteresting Regarding the rear hatch struts, Suburban provided me with pictures that they purport showed evidence of dust and an oily substance that "indicate leakage over a long period of time"Seriously? I looked carefully at the pictures and can see no oily substanceWhat I do know, however, is that the struts worked fine minutes before the accident when the vehicle was in my driveway while my son loaded some items in the rear of the vehicle It is somewhat insulting that Suburban would offer a second "professional" diagnosisThanks but no thanksFurther, I am not interested in your pricing estimate for the rear air ride(which was actually December and their estimate was $2,back then, now its $1,Interesting)Suburban's original estimate for the rear struts was $I'm not really interested in their "special pricing" on the least expensive part of all of the work that they recommendedSeriously? Furthermore, I don't intend to ever again visit Suburban Chevrolet for anythingNor will any of my family membersI will chalk this up to experienceIf any of my vehicles is involved in an accident in the future I will go a legitimate collision center, NOT Suburban ChevroletLesson (expensive) learned Final Business Response / [redacted] (4000, 10, 2015/12/02) */ In response to Mr[redacted] the sole decision of all repairs is the insurance company's decisionSuburban Chevrolet responsibility is to diagnose and report accurate findings to insurance companyBased on the diagnosis of vehicle corrosion at the connector for the air ride was not caused by the accident, No physical damage to suspension of vehicle also the prior history at dealer shows service air ride problem in that repairs were declined and to this date still not completed as per conversation with Mr [redacted] on phone conversationAs for rear hatch struts not supporting rear hatch again we have to state that the structural integrity of the hatch and hatch opening were not compromised and the evidence of dust and oil build on hatch struts indicates leakage over a period of time, again not accident relatedNo physical damage to hatch struts or mounting areaSuburban Chevrolet would suggest and recommend that if customer is willing to accept our professional diagnosis, that a second diagnosis should be in orderSuburban Chevrolet would be more than willing to help set this up at another dealer of your choice or customer can arrange himselfIn closing Suburban Chevrolet would be willing to honor pricing estimate that was givin in for repairs to rear air ride and also work out special pricing on rear hatch struts
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and will accept this resolutionI would still likr you to know that you have not apologized over and over, abd no one has reached out to me regarding any of this unril I complainedI will accept my money and not do business with Eden Prairie Chevrolet anymoreI would never want to be treated in this way again or see anyone else get this treatment eitherThank you for the apologyI would prefer to pick my money up from the dealership due to me movingMy phone number is [redacted] Please call me when the check is ready
I spoke with the customer and apologized for us missing the oil leak and explained to her that because of the severe coolant leak we simply missed itI agreed to do the dye and degrease at no charge to her and again apologized She reached out to General Motors for assistance and they declinedWe strive to have happy customers and I would gladly credit her back for the tiresThe total for that would be $Let me know how she would like to proceed
contacted customer 04/06/ apologized for confusion on pricing, offered to install tires for price match guarantee but customer has already had tires installed elsewherecustomer appreciated call and is satisfied with explanation
The work we performed was covered under warranty by General Motors for a special coverageWe have apologized over and over for our missing of the other leaks. The axle seal we repaired and is now failing according to Infinity Auto we would have repaired at no charge had this been brought to our attentionIf the customer paid for that repair to be done by them I will reimburse her for that chargeAs far as our offer we are keeping to it
we apologize for the inconvenience of having to return multiple times for recalls to be completedThe vehicle had recalls that where completed 1st campaign is front air bag and pretensioner software update, campaign is drivers seat lap belt anchor tension cable, both of these
campaigns are not related to or can affect the operation of a power drivers lock that is located internally in the drivers doorSuburban Chevrolet would offer to do a no charge diagnostics of the power lock issue and arrange special pricing on the repair at a discounted rate
Here at Suburban Chevrolet we take every concern seriously. After looking into the situation we found our salesman and used car manger followed proper steps to the sale by filling out a used car appraisal and a credit application with customer's signature on it. At that point...
we realized the customer was interested to proceed with the purchase of a vehicle and we pulled credit at the same time of appraisal. All of our records are time stamped and clearly shows we pulled credit before we appraised the vehicle while customer was currently here in the process of purchasing a vehicle. If there were any misunderstandings we truly were unaware at the time of working the purchase with the customer.
Suburban Chevrolet apologizes for the amount of time it has taken to get a clear title filed for with the DMV. All paperwork for the clearing was filed on 12-12-16 and we are checking several times a week to ensure that the title will be clear and printed.
Dear Revdex.com, Mr [redacted] agreed to do the paperwork on November 30th 2017. We said we would have the paperwork ready to go for him that day. He then said " I would like the new vehicle delivered here, to my home, as I am single and will be keeping the current Suburban for awhile." We replied with "...
we plan on delivering the Suburban to you tomorrow but will get the paperwork ready for today. " He agreed and we scheduled a time to deliver it to his house. My driver arrived at his house the next day and brought the paperwork to Mr. [redacted] to sign. Mr [redacted] signed the paperwork. Then my driver exited the house and was picked up by my fleet manager Darin. Darin then looked at the signed paperwork and saw that Mr [redacted] had altered the Mandatory termination fee required by US bank in accordance with leasing a vehicle. Darin then went right up to the door and knocked. No answer. He then called and emailed. No answer. He waited for over an hour and still no answer. So Mr. [redacted] took it upon himself to alter a legal document which he had no right to do. At this point Darin calls me and let's me know what's going on. I then call Mr. [redacted] and he does not answer. So I left him a message to call me back or we will have the Suburban towed due to his altering of a legal document. Still no answer. He then comes out of his house and would only initial the part that he altered. The bank would not take this contract due to altering. So I had my Finance Manager get back in touch with Mr. [redacted]. Via email, Mr. [redacted] again says he will not come in to re sign the new contract which has to be dated the same as the altered contract to comply with the Bank and with Chevrolet. We agree to a date and time to meet him at his house. He then emails us to change the time. We show up to his house and he re signs the paperwork. We then give him his copies. The originals go to the Lender. Regards, Edward [redacted]General Sales Manager###-###-####
I am rejecting this response because:
The sender is not telling the complete story nor truth. I have his employees emails to substantiate.
Initial Business Response /* (1000, 6, 2015/11/24) */
In response to Mr.[redacted] concerns of additional repairs related to accident on his 2003 suburban with 193,000 miles, the responsible party for authorization of repairs is his insurance company. diagnostics of warning light related to service air...
ride warning was found to be corrosion issue at rear air ride shock clearly corrosion was not caused by accident. rear air ride shocks and compressor were recommended for replacement for same issue on dec 13th 2013 at 166000 miles repairs were declined at this time. as for rear hatch struts the structural integrity or rear hatch and hatch opening were not compromised during the accident upon inspection found that rear hatch struts and oily substance and dust build up on outer housing, this is signs that hatch struts have been leaking for awhile and not related to accident. The final decision on all repairs are made the insurance company that authorized body repairs, Suburban Chevrolet has responsibility to the consumer and insurance company to report accurate diagnostics not to make the final decision of repairs.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Neither the "Service Auto Ride" message nor the inability to operate the rear hatch existed before the accident. Both conditions are symptomatic of the vehicle being hit hard from behind. Minor corrosion and dust (they provided no evidence of "oily substance") did not prevent the rear hatch from working prior to the accident nor did the old (but functioning)shock absorber cause the warning light prior to the accident. From the time Suburban Chevrolet first communicated with the adjustor with the insurance carrier, [redacted], they seemed to be looking for ways to avoid doing all of the required repairs. Pat [redacted], Body Shop Estimator for Suburban Chevrolet, revealed to me that he was told initially by the [redacted] adjustor that the cost of the repairs might warrant a "total loss" decision by [redacted]. Rather than look at all of the damage that could logically be caused by a rear-end impact Suburban Chevrolet seemed determined to do only the body work that kept the cost below the threshold that [redacted] had set. I asked them to replace the damaged parts with used parts if they had an objection to the cost of new parts. I merely wanted my vehicle returned to be in the same condition it was in prior to the accident. Suburban is now pointing to [redacted] as the "responsible party for authorizing repairs". However, when my insurance agent questioned the [redacted] adjustor and her manager they said that they could not authorize the repairs because Suburban Chevrolet concluded that the problems were not caused by a rear-end collision! I believed when I brought my vehicle to a collision center that they would endeavor to repair everything caused by the collision. I don't feel it was their "duty" to search for and opine about other possible causes. Most vehicles on Minnesota roads are less than new. The vast majority of these vehicles have some dust, grime and corrosion on the working parts. Those working parts can and do operate just fine despite being exposed to the elements. It does make sense, however, that being struck from behind by a vehicle traveling approximately 55 miles per hour could cause those parts to fail. Especially parts that are located in the rear of the vehicle. I am extremely surprised (as are everyone I discuss this with) that Suburban Chevrolet would not have proposed all of the repairs that appeared to be caused by the impact to the insurance carrier. The insurance carrier could then have challenged the repairs but they never had to because Suburban Chevrolet had already stepped into the role of the insurance adjustor. That is not their job!! I very definitely do not accept their response. Suburban Chevrolet's recent radio ad by John [redacted] refers to it as "The Dealership for the People". I think they were the dealership for the large insurance company in this instance!
Final Consumer Response /* (3000, 12, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is interesting that Suburban Chevrolet says that the insurance company makes the repair decision yet [redacted] says their hands were tied because of the decision/opinion of Suburban Chevrolet. You guys have got to get your stories straight.
Suburban Chevrolet continues to refer to a pre-existing condition with the air ride system yet their own "professional" diagnostic work could not detect such a thing. I was required to pay $99.95 for their diagnostic work (computerized) and was told that in doing so they would be able to say for certainty that the error message either existed or did not exist before the accident. Afterward the service department told me that they in fact are not able to say whether or not the error light that appeared after the accident actually appeared before the accident. Interesting.
Regarding the rear hatch struts, Suburban provided me with pictures that they purport showed evidence of dust and an oily substance that "indicate leakage over a long period of time". Seriously? I looked carefully at the pictures and can see no oily substance. What I do know, however, is that the struts worked fine 30 minutes before the accident when the vehicle was in my driveway while my son loaded some items in the rear of the vehicle.
It is somewhat insulting that Suburban would offer a second "professional" diagnosis. Thanks but no thanks. Further, I am not interested in your 2014 pricing estimate for the rear air ride(which was actually December 2013 and their estimate was $2,000 back then, now its $1,400. Interesting). Suburban's original estimate for the rear struts was $208. I'm not really interested in their "special pricing" on the least expensive part of all of the work that they recommended. Seriously? Furthermore, I don't intend to ever again visit Suburban Chevrolet for anything. Nor will any of my family members. I will chalk this up to experience. If any of my vehicles is involved in an accident in the future I will go a legitimate collision center, NOT Suburban Chevrolet. Lesson (expensive) learned.
Final Business Response /* (4000, 10, 2015/12/02) */
In response to Mr.[redacted] the sole decision of all repairs is the insurance company's decision. Suburban Chevrolet responsibility is to diagnose and report accurate findings to insurance company. Based on the diagnosis of vehicle corrosion at the connector for the air ride was not caused by the accident, No physical damage to suspension of vehicle also the prior history at dealer shows service air ride problem in 2014 that repairs were declined and to this date still not completed as per conversation with Mr. [redacted] on phone conversation. As for rear hatch struts not supporting rear hatch again we have to state that the structural integrity of the hatch and hatch opening were not compromised and the evidence of dust and oil build on hatch struts indicates leakage over a period of time, again not accident related. No physical damage to hatch struts or mounting area. Suburban Chevrolet would suggest and recommend that if customer is willing to accept our professional diagnosis, that a second diagnosis should be in order. Suburban Chevrolet would be more than willing to help set this up at another dealer of your choice or customer can arrange himself. In closing Suburban Chevrolet would be willing to honor pricing estimate that was givin in 2014 for repairs to rear air ride and also work out special pricing on rear hatch struts.
I am rejecting this response because:They have repeatedly told me the paperwork is taken care of. It has been almost 8 months and I have received no title.
Initial Business Response /* (1000, 6, 2016/02/26) */
We have been in contact with Ms. [redacted]. She is submitting her bill for us to review for a gratuitous payment.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/06) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
I have waiting until tonight to respond to this complaint; waiting for Suburban Chevrolet to acknowledge the poor customer service..... even a sorry would have been appreciated. I do appreciate that they paid my repair bill but even my email correspondence with Craig brought up my major issue of the lack of CUSTOMER SERVICE!! The company has no desire to apologize. I'm sorry but even the way my bill was paid does not show customer service, they just want my complaint to go away. I never asked for money. I wanted to bring to light the lack of customer service. This is all Craig had to say in his email to me "I had a check cut today for the full amount. I hope this will satisfy our situation." I wrote back and thanked him for the check, and asked him what was being done about the lack of customer service. I do not feel it is right to call customers liars or imply they are stupid, and it is definitly not okay to IGNORE customers! Craig has not responded. So no, I do not accept the response because there honestly was nothing done about the customer service. No apology, no change in how they will operate, nothing. As they stated to the Revdex.com- they have been in contact with me to review my bill for a gratuitous payment. They still feel they can treat customers like crap and that isn't right. That is the reason I filed my complaint in the first place. I had to contact 5 people over 2 weeks before anyone would talk to me. Nothing has changed. I do not recommend this company to anyone.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept this resolution. I would still likr you to know that you have not apologized over and over, abd no one has reached out to me regarding any of this unril I complained. I will accept my money and not do business with Eden Prairie Chevrolet anymore. I would never want to be treated in this way again or see anyone else get this treatment either. Thank you for the apology. I would prefer to pick my money up from the dealership due to me moving. My phone number is [redacted]. Please call me when the check is ready.
I am rejecting this response because: For the record:That is not how the process went. I spoke with company and there was a miscommunication in regards to requesting credit and interest in purchasing vehicle. I told them I wanted to have a understanding of what the value of my trade was before my credit was pulled. I would only be interested if trade was equitable. I already new my credit was fine(middle to higher 700 depending on agency). The other issue that is important to the over all compliant is I was told my trade value 3 days earlier which was reasonable, therefore I returned under that information to purchase vehicle. Additionally, I indicated to sales rep I may purchase vehicle via check with no financing. Typical, bait and switch. I get there, I wait for appraisal of my vehicle and in meantime I fill out app but don't remember signing it. Appraisal comes back 5k less, they don't honor trade value from 3 days before, trying to strong arm me. I decide to walk out and leave dealership at this point. Then I receive a letter saying I am denied credit with a 743 score. Moving forward nothing has too be done and you can close compliant. Dealership did contact me and we discussed the above information.Thank you for your timely response.
I spoke with the customer and apologized for us missing the oil leak and explained to her that because of the severe coolant leak we simply missed it. I agreed to do the dye and degrease at no charge to her and again apologized. She reached out to General Motors for assistance and they...
declined. We strive to have happy customers and I would gladly credit her back for the tires. The total for that would be $505.24. Let me know how she would like to proceed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.