Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Please allow me to set the stage for the circumstances surrounding the vehicle that belongs to [redacted] [redacted] is a professional automotive technician that works at a local automotive DealershipHe had come to our Dealership and counseled with me for assistance with the repairs on his vehicleAt that time he was working on the vehicle personallyAs a professional courtesy I spoke in great detail with ***, printed several wiring diagrams and gave him advice on areas he should be looking at to repair his carAfter a number of parts were replaced and time spent on his vehicle he elected to bring the vehicle to our Dealership [redacted] is a technician with a large automotive group that includes a General Motors Dealer We asked [redacted] to authorize $upfront to begin the diagnostic inspectionWhen we first looked under the hood there were several item removed from the engine, wiring harnesses out of place, aftermarket parts installed and wiring that had been spliced togetherThe vehicle was assigned to one of our most experienced techniciansThe technician spent more time than was authorized by [redacted] on the vehicle to verify items that had been cut and splicedThe technician did not expect additional time for the time that was spent We did find a theft system concern on the vehicleThere is a module on the vehicle that would not store theft system codesThe technician exchanged a module from a vehicle on our Dealership lot into ***'s vehicle to verify the issue and partially installed a second part to verify the theft system issue would be repairedAt that time I contacted [redacted] with our current findingsAn estimate for $that included the original $amount he had authorized plus the estimate for the additional parts and labor needed to repair the theft system was given to ***He was also advised at that time that we did not believe the vehicle would be repaired to start with these parts, yet we could not continue diagnosis without repairing this concern [redacted] asked for a breakdown of parts and labor on these repairsThe breakdown was approximately $in labor and $in parts [redacted] proceeded to bring the parts we discussed for this repair to the DealershipThis was an acknowledgement to proceed with the repair After these parts were installed in the vehicle, we were able to make the vehicle run one timeWe offered additional options to continue work on the vehicleThose options were declined by [redacted] He asked for a bill to be faxed to him at his Dealership and he would have the Dealership place the charges on a purchase orderI have adjusted the bill from the authorized amount of approximately $to a discounted amount of $ [redacted] then came to my office and expressed his dissatisfaction with the billStated he should not be charged for any amount since the vehicle was not repairedThen began to insult our Dealership and stated " you just took out a parts gun and shoot parts at the vehicle "I went back over the bill and the conversation we had about $ I could come to no other conclusion when the automotive technician [redacted] brought the parts we had discussed to the Dealership that he wanted us to proceed with the installation and programming of these partsWe are asking that [redacted] pay the discounted amount for the diagnosis and installation of the parts he provided us
Initial Business Response / [redacted] (1000, 12, 2016/10/07) */ To Whom it May Concern: We have scheduled two appoints to resolve the issue and [redacted] has cancelled bothWe mailed a refund the Lux Care product he purchasedI consider this resolved [redacted] :: Initial Consumer Rebuttal / [redacted] (3000, 15, 2016/10/12) */ I received a check in the mail for reimbursement of the dollars for the lux care treatment that damaged my truckThe dealership also left a note stating that once this check is cashed, everything will be settled and finalizedI did NOT ask them to mail this checkI asked to meet in person to resolve this matterThis check will not cover the cost of the damages done, and therefore this matter is still not settled, hence I will not be cashing this checkI have over 7,dollars worth of damage because of the lux care sealant eating away at the paint and it's getting worseThe dealership caused this damage and they are still neglecting to cover the damages done to my truck to have it repaired Final Business Response / [redacted] (4000, 18, 2016/10/19) */ Dear sir/madam How are you? I would like to respond to a consumer complaint involving our business that I have been made aware of I would like to address his concerns [redacted] has filled a complaint claiming that the sales consultant informed him that the Lux Care was included in the price of the vehicle and should not have been charged $This conversation was had while the numbers of the vehicle were being presented which included the Lux Care for $in the break down of the vehicleThe sales consultant did state that the Lux Care was included in the final price of the vehicle, which is a correct statement [redacted] would also have signed off on the purchase price of the vehicle, which states all charges He has also claimed that the Lux Care application has damaged his truckHe stated that the truck was in mint condition and now has $worth of damage on it from this paint protection [redacted] purchased a truck with 173K miles on it and as it was in good condition for the miles, it was not in new condition as he statedWe have put this protection package on most of our new and pre-owned vehicles and have not had any issues like this with any other applicationTo try to resolve the situation, we did send the customer a check back for $Unfortunately we do not feel that our Lux Care caused the damage and will not be paying the $to fix the damages he claims have been done Thank you, [redacted] Sullivan-Parkhill GM Final Consumer Response / [redacted] (4200, 26, 2016/11/01) */ To whom it may concern I had this truck for a only week before this lux treatment was doneThe truck was used, but it was in great conditionI never said the truck was newAlso, the miles on the truck has nothing to do with the condition the truck was inThe truck was NOT in the same condition it was in when I got it back from the dealershipI have pictures and witnesses to prove the truck was in better shape before this lux care treatmentThey refused to see the pictures and claimed that the truck had high miles and was used The truck was in better shape before this treatmentAlso, I went to collision repairs centers, and the technicians both stated that the sealant damaged the paint and it will get worse Different years, colors, models of vehicles take different to certain sealants/ waxesDepending on the type of paint and the manufactureHowever, the paint on the truck did not react well to the sealant, having a bad reaction and now the sealant is eating away at the underlying paint and will eventually cause it to rustI wanted the dealership to be aware of this so this will not happen to another customer's vehicle The owner's manual PROHIBITS the use of aftermarket sealants/ waxes and states it may damage the paint, to see your dealer to have it addressed and repairedAfterall, they are a dealership and they should know what to use and not to use on their vehiclesI have been trying to get this matter resolved for almost three months nowI have uploaded the page of the owners manual, and will also upload the estimate and the letter from the dealership stating that if I cash this check for reimbursement, it will be finalized, how can that be without me signing anythingHence I will not cash the check, considering it will not cover the cost of the damages done to my truck I do apologize for the many replies on here and it's evident that the dealership is not willing to take responsibility for the damages done to my truck that they caused based on the sealant having a bad reaction to the paint and also poor workmanshipOne of the salesmen even stated that this lux care treatment was supposed to make the truck look like new, not worse To the person looking into my case at the Revdex.com, thank you for taking my case and the attempts to get this matter resolvedI do not know where to go from here since it is evident the dealership is not willing to comply and cover the cost of the damages done to my truck that they causedFurther measures must be taken in order to resolve this issues Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Please allow me to set the stage for the circumstances surrounding the vehicle that belongs to [redacted] [redacted] is a professional automotive technician that works at a local automotive DealershipHe had come to our Dealership and counseled with me for assistance with the repairs on his vehicleAt that time he was working on the vehicle personallyAs a professional courtesy I spoke in great detail with ***, printed several wiring diagrams and gave him advice on areas he should be looking at to repair his carAfter a number of parts were replaced and time spent on his vehicle he elected to bring the vehicle to our Dealership [redacted] is a technician with a large automotive group that includes a General Motors Dealer We asked [redacted] to authorize $upfront to begin the diagnostic inspectionWhen we first looked under the hood there were several item removed from the engine, wiring harnesses out of place, aftermarket parts installed and wiring that had been spliced togetherThe vehicle was assigned to one of our most experienced techniciansThe technician spent more time than was authorized by [redacted] on the vehicle to verify items that had been cut and splicedThe technician did not expect additional time for the time that was spent We did find a theft system concern on the vehicleThere is a module on the vehicle that would not store theft system codesThe technician exchanged a module from a vehicle on our Dealership lot into ***'s vehicle to verify the issue and partially installed a second part to verify the theft system issue would be repairedAt that time I contacted [redacted] with our current findingsAn estimate for $that included the original $amount he had authorized plus the estimate for the additional parts and labor needed to repair the theft system was given to ***He was also advised at that time that we did not believe the vehicle would be repaired to start with these parts, yet we could not continue diagnosis without repairing this concern [redacted] asked for a breakdown of parts and labor on these repairsThe breakdown was approximately $in labor and $in parts [redacted] proceeded to bring the parts we discussed for this repair to the DealershipThis was an acknowledgement to proceed with the repair After these parts were installed in the vehicle, we were able to make the vehicle run one timeWe offered additional options to continue work on the vehicleThose options were declined by [redacted] He asked for a bill to be faxed to him at his Dealership and he would have the Dealership place the charges on a purchase orderI have adjusted the bill from the authorized amount of approximately $to a discounted amount of $ [redacted] then came to my office and expressed his dissatisfaction with the billStated he should not be charged for any amount since the vehicle was not repairedThen began to insult our Dealership and stated " you just took out a parts gun and shoot parts at the vehicle "I went back over the bill and the conversation we had about $ I could come to no other conclusion when the automotive technician [redacted] brought the parts we had discussed to the Dealership that he wanted us to proceed with the installation and programming of these partsWe are asking that [redacted] pay the discounted amount for the diagnosis and installation of the parts he provided us
Initial Business Response / [redacted] (1000, 12, 2016/10/07) */ To Whom it May Concern: We have scheduled two appoints to resolve the issue and [redacted] has cancelled bothWe mailed a refund the Lux Care product he purchasedI consider this resolved [redacted] :: Initial Consumer Rebuttal / [redacted] (3000, 15, 2016/10/12) */ I received a check in the mail for reimbursement of the dollars for the lux care treatment that damaged my truckThe dealership also left a note stating that once this check is cashed, everything will be settled and finalizedI did NOT ask them to mail this checkI asked to meet in person to resolve this matterThis check will not cover the cost of the damages done, and therefore this matter is still not settled, hence I will not be cashing this checkI have over 7,dollars worth of damage because of the lux care sealant eating away at the paint and it's getting worseThe dealership caused this damage and they are still neglecting to cover the damages done to my truck to have it repaired Final Business Response / [redacted] (4000, 18, 2016/10/19) */ Dear sir/madam How are you? I would like to respond to a consumer complaint involving our business that I have been made aware of I would like to address his concerns [redacted] has filled a complaint claiming that the sales consultant informed him that the Lux Care was included in the price of the vehicle and should not have been charged $This conversation was had while the numbers of the vehicle were being presented which included the Lux Care for $in the break down of the vehicleThe sales consultant did state that the Lux Care was included in the final price of the vehicle, which is a correct statement [redacted] would also have signed off on the purchase price of the vehicle, which states all charges He has also claimed that the Lux Care application has damaged his truckHe stated that the truck was in mint condition and now has $worth of damage on it from this paint protection [redacted] purchased a truck with 173K miles on it and as it was in good condition for the miles, it was not in new condition as he statedWe have put this protection package on most of our new and pre-owned vehicles and have not had any issues like this with any other applicationTo try to resolve the situation, we did send the customer a check back for $Unfortunately we do not feel that our Lux Care caused the damage and will not be paying the $to fix the damages he claims have been done Thank you, [redacted] Sullivan-Parkhill GM Final Consumer Response / [redacted] (4200, 26, 2016/11/01) */ To whom it may concern I had this truck for a only week before this lux treatment was doneThe truck was used, but it was in great conditionI never said the truck was newAlso, the miles on the truck has nothing to do with the condition the truck was inThe truck was NOT in the same condition it was in when I got it back from the dealershipI have pictures and witnesses to prove the truck was in better shape before this lux care treatmentThey refused to see the pictures and claimed that the truck had high miles and was used The truck was in better shape before this treatmentAlso, I went to collision repairs centers, and the technicians both stated that the sealant damaged the paint and it will get worse Different years, colors, models of vehicles take different to certain sealants/ waxesDepending on the type of paint and the manufactureHowever, the paint on the truck did not react well to the sealant, having a bad reaction and now the sealant is eating away at the underlying paint and will eventually cause it to rustI wanted the dealership to be aware of this so this will not happen to another customer's vehicle The owner's manual PROHIBITS the use of aftermarket sealants/ waxes and states it may damage the paint, to see your dealer to have it addressed and repairedAfterall, they are a dealership and they should know what to use and not to use on their vehiclesI have been trying to get this matter resolved for almost three months nowI have uploaded the page of the owners manual, and will also upload the estimate and the letter from the dealership stating that if I cash this check for reimbursement, it will be finalized, how can that be without me signing anythingHence I will not cash the check, considering it will not cover the cost of the damages done to my truck I do apologize for the many replies on here and it's evident that the dealership is not willing to take responsibility for the damages done to my truck that they caused based on the sealant having a bad reaction to the paint and also poor workmanshipOne of the salesmen even stated that this lux care treatment was supposed to make the truck look like new, not worse To the person looking into my case at the Revdex.com, thank you for taking my case and the attempts to get this matter resolvedI do not know where to go from here since it is evident the dealership is not willing to comply and cover the cost of the damages done to my truck that they causedFurther measures must be taken in order to resolve this issues Thank you, [redacted]