Suburban Welders Supply Company, Inc.

Whenever we sell a vehicle, new or used, if something additional is owed to the customer we write it on a sheet called a "due bill". A member of our management team and the sales consultant sign this form and provide it to the customer. The form can then be turned in for services or
parts owed to the customer. We have this process in place to eliminate problems like the complaint at hand
I never said to bring the vehicle back. I was contacted by the customer well after the sale date, and "bringing back" a vehicle is not an option at that point. I did tell the customer to send me a copy of the due bill, which I still have not received, and I told him we would take care of him and that we wanted him happy with the purchase and his experience
I then spoke with our used car manager about the experience. He had already spoken with the customer and offered a key. However, we need the customer's car here to program the key. Otherwise, we would have to mail the customer a key that fit the vehicle but that was not programmed to the vehicle
Despite my now questioning the customer's integrity based on a complete fabrication of my remarks during our conversation, at this point, we will honor his conversation with our used car manager, and are waiting for the customer to come by the store to have his key programmed. There is nothing further that we can do to address this complaint until that time
Regards,Robby K***

I spoke with *** *** this morning. We are going to refund her for her out of pocket expenses and have the new valve stem replaced with one that has as sensor. I'm planning to follow up with her this afternoon when I confirm when we will have the new stem with sensor so that we can
install it on her vehicle
Thanks,
Robby K*** Chevrolet

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to meI will bring the car to the dealership within two weeks*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

I’m sorry for the miscommunication with the customer, we never want someone to feel as though they are not an important priority.  According to our management team, we authorized the local dealer that is working with the customer to repair the vehicle and to put the customer in a rental unit...

while the vehicle is repaired.  I believe this should resolve the problem.  I will make sure we get back in touch with the customer and the local dealer so that they can connect about the repair.   Thank you, Robby [redacted]

Unfortunately I do not have a way to resolve this issue in a way that will make the customer happy.  We work with many customers utilizing outside financing, and it is not a part of our process to run credit, or to get signed credit applications for submission from customers without their...

expressed consent.  I do have an email from the customer asking us to remove the inquiry, and it acknowledges that she signed the credit application but that she thought we “needed to fill out forms just for records”, but filling out credit applications before going to an outside finance source is not a part of our process.  Our applications are up front, and there is no mistaking them or their intention.  The customer signed an application for credit, authorizing us to make the inquiry.  Our system also shows that she was introduced to our finance manager at the time of the application.  We want everyone that comes into the store to have a great experience, whether or not they purchase.  However, we cannot remove an authorized inquiry every time that the purchase is not finalized.     Attached is a print out from our system of the customer’s note to us a few months after the store visit that indicate she filled out the credit application but not for credit to be run.   Thanks Robby K[redacted] 713-228-4311