Sunway Steam Wash Inc.

Initial Business Response /* (1000, 5, 2015/06/24) */
On Friday, June 19, 2015, I personally spoke with [redacted] to try and explain this situation.
On May 29, 2012, Ms. [redacted] signed an [redacted] Financial Lease for her 2012 Chevrolet Volt at [redacted] Chevrolet. According to her...

lease, Ms. [redacted] was responsible for any excess wear and tear on the vehicle wherever it was dropped off at the end of the [redacted] lease term.
On Tuesday, May 19, 2015, Ms. [redacted] grounded her leased 2012 Chevrolet Volt at Bredemann Chevrolet, and subsequently, leased a new 2015 Chevrolet Volt from us in a separate transaction.
[redacted] Chevrolet completed all required paperwork related to grounding the 2012 Volt (date, mileage, etc.), and then parked it to await inspection and transport by [redacted].
On Friday, May 22, 2015, an [redacted] representtive came to our dealership and inspected the 2012 Volt. A copy of the inspection report outlining chargeable wear in the amount of $486.00 for a minor dent in the right front door and a minor dent in the right rear door was subsequently sent to Ms. [redacted].
The [redacted] representative also noted $460.00 worth of other scratches and scuffs on the front bumper, rear bumper, right rear door, left rear panel, left front wheel, left rear wheel, right front wheel and right rear wheel, but chose to classify them as non-chargeable wear.
Ms. [redacted] was surprised by the [redacted] charges and reached out to us for an explanation of the[redacted] charges. She referenced a previous lease return by her boyfriend at another dealership where damages had been waived. I explained that the other dealership may have purchased the vehicle from [redacted] when it was grounded, which would have given that dealership the option to waive the repair costs. Our dealership could have purchased her 2012 Volt from [redacted] when it was grounded, but chose not to exercise that option, making it necessary for [redacted] to inspect and take possession of its vehicle.
I also explained that Ms. [redacted] had the opportunity to control her repair costs by have any repair work done before the vehicle was turned in. Any damage estimates resulting from the [redacted] inspection were not negotiable under the terms of her lease. I also mentioned she could have also purchased insurance to cover any potential turn-in damages at the time she signed her original lease.
Again, our dealership simply completed all the necessary paperwork for grounding Ms. [redacted]'s 2012 Volt as a courtesy to her and [redacted] Financial. The 2012 Volt was not damaged in the very short time it was in our possession. The terms of the [redacted] lease agreement make it very clear that Ms. [redacted] is responsible for any wear and tear in this instance. We value Ms. [redacted] as a customer and hope she finds this explanation satisfactory.
Respectfully submitted,
BREDEMANN CHEVROLET
[redacted] Bredemann
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I am upset at having to pay this $486 bill due to Mr. Bredemann's response, the bigger issue pertains to how this situation was handled by the dealership. The employees at Bredemann are clearly not well-trained and this cost me big time. I'm sorry I did not remember every word of a lease I signed three years prior. When I asked Mr. [redacted] if the turn-in was completed, I would hope he would have advised me the process would be completed by [redacted] instead of telling me everything was completed and good to go.
Furthermore, when I called and spoke with the manager, [redacted] he informed me that he would look into the situation, view the parking-lot video footage, and get back to me. A full two weeks passed with no call from Mr. [redacted]. I only finally got a call back from Mr. Bredemann the morning after my complaints were submitted. Mr. Bredemann had no response as to why his employee was so delinquent.
The moral of this story is that the employees and management are unprofessional and poorly trained. It's not everyday that I buy/lease a car, and I had hoped they would have been more helpful in walking me through the process. Instead, they lied to me in order to stick me with a large bill in the end. I would think that the dealership would be able to help me with this $486 bill in turn for my continued business and future purchase of another $30,000+ carbut I guess MY math is wrong. I'll never spend another penny at this dealership and I'll tell as many people as I can about their deceitful business practices and ethics.
Final Business Response /* (4000, 10, 2015/07/03) */
Ms. [redacted] signed the[redacted] Financial lease for her 2012 Volt at [redacted] Chevrolet on May 29, 2012. The[redacted] Financial Lease Agreement clearly states that at lease end the Lessee (Ms. [redacted]) owes[redacted] Financial any excess mileage charge, any lease end extension charge and any estimated or actual cost of repairing any excess wear, plus tax.
Ms. [redacted] dropped off the 2012 Volt at [redacted] Chevrolet on May 22, 2015. A few days later an[redacted] representative physically inspected the 2012 Volt. [redacted] subsequently sent a report to Ms. [redacted] detailing $946.00 in damages, but limited the amount considered excess wear to $486.00. Ms. [redacted] was responsible for paying this amount to[redacted] under the terms of her[redacted] lease.
No one at [redacted] "stuck" Ms. [redacted] for covering the cost of damages that she was responsible for under the terms of her 2012 Volt lease. We did not sign off on a physical inspection, and had no idea what if any excess wear and tear damage or charges there might be, which was for[redacted] to determine. [redacted] simply grounded the vehicle and was not involved financially with this transaction in any way.
Ms. [redacted] signed a new unrelated[redacted] Financial lease for a 2015 Volt at [redacted] Chevrolet on May 22, 2015. There is no mention of the 2012 Volt anywhere in the 2015 Volt lease agreement. Ms. [redacted] will also be responsible for any excess wear and tear on that vehicle at the end of lease term as determined by[redacted] Financial. The process is consistent and clearly spelled out in the lease agreements.
Again, we appreciate Ms. [redacted]'s business and apologize for any misunderstanding regarding the process.
Respectfully submitted,
[redacted] CHEVROLET
[redacted]

Final Consumer Response /* (2000, 13, 2015/08/17) */
8/17/15
Southwestern Bette Business Bureau
Case reference # XXXXXX
Thank you for your assistance in a dispute resolution between Eagle Pride Automotive in Nixa, M. and my self. After a discussion with management member "[redacted]", we were...

able to resolve this complaint to compromise. Again thank you and [redacted] for being reasonable and helping to develop a sound, trustworthy business climate in Nixa.

Initial Business Response /* (1000, 5, 2015/03/23) */
[redacted] Chevrolet appreciates Mr. [redacted]'s purchase of a used 2004 Chevy Express from the dealership. The vehicle was purchased "as is". [redacted] Chevrolet does understand Mr. [redacted]'s disappointment in having to deal with a transmission...

issue shortly after delivery of the truck. Unfortunately, Mr. [redacted] did not afford the dealership the opportunity to inspect the vehicle at our service department before Mr. [redacted] authorized repairs at an outside shop. Mr. [redacted] has offered Mr. [redacted] a one time only $1000.00 good will payment to offset the cost of the transmission repair even though Mr. [redacted] purchased the truck "as is". Mr. [redacted] has asked that the only "pre-condition" for that $1000.00 good will payment would be the removal of all of Mr. [redacted]'s negative posts related to the truck's purchase and subsequent repairs on various social sites such as facebook, Yelp, etc.
We are currently in negotiations with Mr. [redacted].
Respectfully submitted,
[redacted] CHEVROLET
[redacted]
Admin. Asst.

Initial Business Response /* (1000, 5, 2016/12/09) */
Contact Name and Title: [redacted]..Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hotmail.com
When the customer brought this vehicle to us he said it would not start and that it may be the starter but he wasn't sure. Since...

there was still some uncertainty we preformed a standard electrical check where we tested the battery, checked all cable ends, checked alternator belts and alternator output as well as checked the starter current draw. It was determined that the starter was not functioning properly. A estimate of repair was created and the customer was contacted. the customer was told what the price would be to replace the starter and asked if we had permission to proceed with the repair. The customer agreed to pay the cost and gave us permission to repair his vehicle. The following day the customers son called to inquire about the price of the starter. He was told the price of the starter was current manufacture suggested list price. he then went into a profanity laced rant about how he could get the starter at a cheaper rate from the parts store himself. He also said he should get a cheaper rate because he was a car dealer.He proceeded to threaten that if we did not lower the already agreed upon price he would "blats us all over [redacted]." Before any reasonable solution could be made this customers son followed through on his threat. On 12/5/2016 the customer contacted the owner of Eagle Pride and once again tried to get us to lower the price that he, himself had approved. He faxed us a copy of an online price quote from the parts store showing the carry out price of the starter. He failed to mention that included in the quote was a cyber Monday coupon for 20% off the purchase price.
Although this may not have been intentionally deceptive it was still none the less deceptive. The facts of the matter are this, the customer brought his car to us to do a job, a price for that job was agreed upon by all parties involved and the work was completed as promised. We will not refund this customer the difference for the price of the starter. In the effort of resolving this issue and show good will to the customer, we will however agree to refund the amount of the diagnostic fee and shop supplies in the amount of [redacted] If the customer agrees to this we will need his address so we can mail him a check for the amount offered.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I brought SUV in to the shop I told [redacted] That the battery was good it was the starter solenoid, period. When I do not remember being told the amt of repairs, but nonetheless I would have oke'ed the repairs trusting the shop to charge a fair price. The retail price [redacted] is referring to is the retail price of a New Chevrolet [redacted] starter from the Chevrolet dealer. However, that is not the part he installed. He got a cheaper rebuilt starter from [redacted] charging me the Chevrolet price. Lets take mail order and discounts out of the picture. I can walk into the [redacted] store and the retail price I would be charged is [redacted]
I think [redacted] thought he could justify price by quoting the Chevrolet price, and seemed surprised when I knew what he had done.
I expect every business to make a profit, no issues there. I don't expect something for free. But if you want to build a business you should build it on being honest in dealing with your customers.
The money wont break me, and if [redacted] sleeps well knowing he is treating customers like this, then so be it. I think in most cases people just trust the shop, pay whatever they ask and go on down the road.
Every shop I have ever known make their money on their labor and a modest mark up on parts. Clearly didn't happen with this shop.
Nixa is a small town, I will make it a point so everyone knows to be aware of this shop.
Final Consumer Response /* (2000, 11, 2016/12/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First off, you didn't call me with an estimate. I was sitting in your lobby. As far as I approved the costs, If I had known it was an [redacted] starter that anyone could walk in and buy across the counter for [redacted] or [redacted] by mail, I would not have approved your [redacted] for the same part. To say you troubleshot the electrical system is simply a joke. If you have voltage and a starter that clicks, it has a bad solenoid, period.
You also mention the OEM starter, why? I didn't get an OEM starter. I feel you mention this to make you feel better about what you charged for the starter.
Your business and you can price your goods and services as you wish, just saying from a customers point of view that kind of margin will leave a bad taste in anyones mouth that knows. Its the customer that never says anything and that you never see again that can hurt a business.
I am glad to bring this to closure and I appreciate your offer to settle.
Thanks
Final Business Response /* (4000, 9, 2016/12/12) */
We are sorry to hear that you have declined our offer. As a responsible and well respected shop we pride ourselves on excellent customer service. We are very careful here to always get permission to preform any repair services requested.As it was previously stated, we checked out your vehicle, found that the starter was faulty, prepared an estimate of repair and then, before any repairs were made we called you for permission to do the repairs.You sir, whether you would like to admit it or not, did give us permission to preform the repairs for the indicated amount. You mentioned that you expect every business to make a profit but in the same breath complain when we try and maintain a 50% gross profit margin, which we might add is the national average for automotive repair shops. For the record a OEM starter from the dealership would have cost [redacted] (part only). So in the effort of customer relations and in good faith we offer a [redacted] refund. This will be our final offer to settle this matter.