Supreme Automotive Group

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10225504, and repairs to the truck have been started, finallyThanks to the Revdex.com for your help in facilitating this As a point of clarification, we would politely disagree with the volume of calls that has been assertedInasmuch, every call that we did receive was returned - we actually called [redacted] several times and each time was advised he 'was in a sales meeting' and each time left messages; Call records are available if necessaryMore to the point, the couple of calls we did receive related only to molding and a door switch and only those itemsNot the entire list as extensively discussed and agreed with all the managers present back in JulyWhen the dealer employee was questioned, the response was along the lines that only those two items have been addressed Disregarding the above, we have since brought the truck in for repairsWe have no clue what will be done, or has been done, or when the vehicle will be finishedThe vehicle was brought in on September 19, Like we mentioned when we first met with the managers, we really just want the truck fixed right and everything that was broken repairedIn the last months, it's been at the dealership at least weeks and we really would like to have the truck back without any more issues Regards, [redacted]

ON JULY 17, [redacted] , [redacted] AND MYSELF( [redacted] ) MET WITH MR AND MRS [redacted] ; REGUARDING, THE WORK PERFORMED ON THEIR CHEVROLET AVALANCHE[redacted] AND [redacted] EACH TOOK A LIST OF THEIR ISSUES.ONCE WE RECEIVED THE PARTS.THE BODY SHOP BEGAN TRYING TO CONTACT THE [redacted] S.WE LEFT MESSAGES ON 8/AND 8/TO LET THEM KNOW WE WERE READY FOR THEM TO BRING THE AVALANCHE IN [redacted] THE BODY SHOP ASSISTANT FINALLY REACHED MR [redacted] ,HE RUDLY SCRUTINIZED HER AND DEMANDED SHE CALL HIS WIFE AND NOT HIMI’VE PERSONALLY TRIED CALLING THE [redacted] S SEVERAL TIMES ON SEPTEMBER 17, WITH ZERO RESPONSE AT THIS TIME WE JUST NEED THEM TO CONTACT US

Ms [redacted] came in on May 3, to purchase a Nissan Maxima that she had viewed on the internetUnfortunately, the vehicle she had shown interest in was at one of our other stores so she decided to pursue another vehicleThe vehicle she had chosen was currently being driven by our fixed operation manager and also wasn't at the store at the timeWe went over figures via text and phone calls for two days before finalizing the purchaseOnce everything was completed I had the paper work printed and I delivered the vehicle to the [redacted] At the time of the delivery, which took place on May 5, Mr [redacted] noticed there was a section in the bumper that had some paint missing and they asked can that be fixed and I agreed to have the spot touched up by color worksThere were a few attempts to have the work done on the vehicle but, due to weather we weren't able to do anythingOnce we finally were able to perform the work on June 28, she was not satisfied with the work and demanded that something else be done to make up for the work that had been done alreadyWe agreed to order a leather bra for her vehicle which the order was placed on June 28,There were some delays in getting the bra due to it being out of stock through Nissan and we had to go through a third party vendor to get the leather bra which was received on July 12, Ms [redacted] was here at the dealership getting some work done to her vehicle on July 18, and that is when I informed her that the leather bra was here and she could go to parts to pick it up [redacted] was never rude The oil change light came on because of a driver programmable Setting that was not resetThe oil change was performed [redacted] believes he did give her fuel but says he can't remember 100% [redacted] assumed she had picked up her leather bra when she was here for service and he informed her that it was here Customer has her leather bra and all issues are resolved as of now

On 1/30/15, I called [redacted] concerning her experience here at Supreme Toyota The primary purpose of my call was to apologize and to allow [redacted] a chance to fully explain her concerns so that I would know how to address them As of the 30th, her two major concerns were that she still had an awful smell, and that we charged her to replace a cabin air filter on 1/and we never actually replaced it She met me in person at approximately 3:on Friday the 30th From the beginning of the conversation, she was disruptive and impolite, which I accepted, based on her perceived bad experience I was confused about the air filter allegation because my service employee told me that she actually brought the customer the air filter and a rodent had chewed a hole clear through the filter The customer even jokingly put her hand through the hole When I brought up this with my customer, it was then that she told me that she didn't even bring her car here She had a friend bring it in Now things were making more sense to me I have attached a copy of the RO Her friend brought the 4Runner in for a loud noise in A/C, when A/C in use She did not even mention a smell To get to the A/C motor, we removed the cabin filter, found it had a hole, and expected to see rodent damage We found a nest of sorts in the air box, and when we took the blower motor apart, we found a dead rodent The noise she heard was the rodent being slung around inside the A/C fan We removed, cleaned and disinfected the blower fan/motor At that point, we addressed the fan noise (her only original concern) and went a step further and cleaned and disinfected the area where we found the rat We replaced the cabin air filter with a brand new one, that was not chewed through The smell did not go away immediately as [redacted] has indicated in her complaint My staff told her that it can take a few days for that to go away (She was not paying us to disinfect all of her air system, but instead to address a noise) My svc manager, [redacted] told her that we would be happy to do so though, as we have seen this before, but it would require additional labor hours/money She was appalled that we would ask such So she went and bought the chemicals that we told her tend to work well and attempt to do the work herself She took the glove box apart and removed the cabin air filter She has pictures of it in fact, and noticed rodent debris on it and immediately assumed it was the original air filter and that we must've taken her money and never really replaced it However, her friend that brought the vehicle to us in the first place put her hand clear though the original one, making it impossible for her accusation to be true What we believe to be true is that there was another rodent in her vehicle somewhere and it moved into the newly vacated nest from the previous rodent She accused me and my staff of being liars and refused to believe that this was a possibility I tried to communicate that we wanted her business and we wanted to help, but that we had already completed what she paid us to complete, and I was willing to go a step further and inspect the area again to see if my hunch was correct and if so, remove the rat and re-clean the area at my expense At this time that I explained to her that if the rat was anywhere that required me to remove the dash or any carpeting and insulation, that there was going to be a cost associated with the additional time spent She threw her hands in the air, called me a few names and got back in her car to leave I truly take situations like this to heart and wanted to make it right I tried, and as you can see, I failed I truly believe there wasn't anything I could've done aside from taking her interior completely apart and cleaning and disinfecting everything to make it to where the next time she got in her vehicle she had to odor what so ever All for the $she originally spent [redacted] ***

We requested that the customer allow us to verify the paperwork Now that the paperwork has been verified we will be cutting the check and sending it to the customer We never said we were not paying her but we have to follow the process We appreciate her patience while we did our research We will let her know as soon as the check is cut and signed

The complaint was not written by the customer but by a family member who was not aware of the entire situation. Below is the note of appreciation from the customer for our service during and after the sale
From: *** ***
Sent: Saturday,
October 25, 10:AM
To: *** ***
Subject: Note of Appreciation
Dear ***,
I want to thank you for your assistance with the difficult circumstances surrounding my vehicle. You were a calm voice in the midst of chaos. I appreciate all that you and others did for me as events continued to unfold.
Thank you for the usage of vehicles throughout the week. Thank you for trying to find me another vehicle (used and new). It was with regret that in the end I had to opt for the refund. I was sincerely trying to give my business to Premier Nissan of Slidell. After attempts, it was only fair to all of us to move on.
Please express my thanks to your supervisors, as well as *** ***, and, of course, my wonderful salesman, ***. He was great throughout the whole process. Please tell *** that I do not have any hard feelings towards him. There was a reason - I felt it best not to include him in the resolution with the hopes of maintaining peace until the situation was resolved
For the record, this was my first car-buying experience. I was dreading it from the beginning. I learned a lot the hard way
Once again, thank you for allowing the refund. It is very much appreciated!
Sincerely,
*** ***

We already sent a response so I am not sure what you are waiting on to close this. I don't see a response after ours so either I am missing something or this was supposed to be a close response. Please advise

Ms*** *** returned to Supreme Chevrolet Cadillac and allowed us to repair her vehicleMost of the repairs were covered under her extended warrantyHowever, the car needed a new battery which was not covered but which Supreme supplied at no
cost Ms*** When she left Supreme, Ms*** indicated that her complaint had been resolved and she was satisfiedIf that is not the case, please let us know and we will attempt to resolve any additional problems Ms*** may have
*** ** ***
General Counsel
Supreme Automotive Group
EHowze Beach Road
Slidell, Louisiana
*** *** direct
###-###-#### fax
***@supremeauto.net
***

The customer was called back to the store and returned the vehicle and purchased another vehicle.  She is now happy and says she will rescind the complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10177249, and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

We requested that the customer allow us to verify the paperwork.  Now that the paperwork has been verified we will be cutting the check and sending it to the customer.  We never said we were not paying her but we have to follow the process.  We appreciate her patience while we did our...

research.  We will let her know as soon as the check is cut and signed.

Ms. [redacted] came in on May 3, 2014 to purchase a Nissan Maxima that she had viewed on the internet. Unfortunately, the vehicle she had shown interest in was at one of our other stores so she decided to pursue another vehicle. The vehicle she had chosen was currently being driven by our...

fixed operation manager and also wasn't at the store at the time. We went over figures via text and phone calls for two days before finalizing the purchase. Once everything was completed I had the paper work printed and I delivered the vehicle to the [redacted]. At the time of the delivery, which took place on May 5, 2014 Mr. [redacted] noticed there was a section in the bumper that had some paint missing and they asked can that be fixed and I agreed to have the spot touched up by color works. There were a few attempts to have the work done on the vehicle but, due to weather we weren't able to do anything. Once we finally were able to perform the work on June 28, 2014 she was not satisfied with the work and demanded that something else be done to make up for the work that had been done already. We agreed to order a leather bra for her vehicle which the order was placed on June 28,2014. There were some delays in getting the bra due to it being out of stock through Nissan and we had to go through a third party vendor to get the leather bra which was received on July 12, 2014. Ms. [redacted] was here at the dealership getting some work done to her vehicle on July 18, 2014 and that is when I informed her that the leather bra was here and she could go to parts to pick it up. 
 
[redacted] was never rude.  The oil change light came on because of a driver programmable Setting that was not reset. The oil change was performed.  [redacted] believes he did give her fuel but says he can't remember 100%.  
[redacted] assumed she had picked up her leather bra when she was here for service and he informed her that it was here.
Customer has her leather bra and all issues are resolved as of now.

On 1/30/15, I called [redacted] concerning her experience here at Supreme Toyota.  The primary purpose of my call was to apologize and to allow [redacted] a chance to fully explain her concerns so that I would know how to address them.  As of the 30th, her two major concerns were that she still had...

an awful smell, and that we charged her to replace a cabin air filter on 1/15 and we never actually replaced it.
 
She met me in person at approximately 3:30 on Friday the 30th.
 
From the beginning of the conversation, she was disruptive and impolite, which I accepted, based on her perceived bad experience.
 
I was confused about the air filter allegation because my service employee told me that she actually brought the customer the air filter and a rodent had chewed a hole clear through the filter.  The customer even jokingly put her hand through the hole. 
When I brought up this with my customer, it was then that she told me that she didn't even bring her car here.  She had a friend bring it in.
 
Now things were making more sense to me.  I have attached a copy of the RO.  Her friend brought the 4Runner in for a loud noise in A/C, when A/C in use.  She did not even mention a smell.
 
To get to the A/C motor, we removed the cabin filter, found it had a hole, and expected to see rodent damage.  We found a nest of sorts in the air box, and when we took the blower motor apart, we found a dead rodent.  The noise she heard was the rodent being slung around inside the A/C fan.  We removed, cleaned and disinfected the blower fan/motor. 
At that point, we addressed the fan noise (her only original concern) and went a step further and cleaned and disinfected the area where we found the rat.
 
We replaced the cabin air filter with a brand new one,  that was not chewed through.  The smell did not go away immediately as [redacted] has indicated in her complaint.  My staff told her that it can take a few days for that to go away.  (She was not paying us to disinfect all of her air system, but instead to address a noise)  My svc manager, [redacted] told her that we would be happy to do so though, as we have seen this before, but it would require additional labor hours/money.  She was appalled that we would ask such.  So she went and bought the chemicals that we told her tend to work well and attempt to do the work herself.  She took the glove box apart and removed the cabin air filter.  She has pictures of it in fact, and noticed rodent debris on it and immediately assumed it was the original air filter and that we must've taken her money and never really replaced it.  However, her friend that brought the vehicle to us in the first place put her hand clear though the original one, making it impossible for her accusation to be true.  What we believe to be true is that there was another rodent in her vehicle somewhere and it moved into the newly vacated nest from the previous rodent.  She accused me and my staff of being liars and refused to believe that this was a possibility.  I tried to communicate that we wanted her business and we wanted to help, but that we had already completed what she paid us to complete, and I was willing to go a step further and inspect the area again to see if my hunch was correct and if so, remove the rat and re-clean the area at my expense.  At this time that I explained to her that if the rat was anywhere that required me to remove the dash or any carpeting and insulation, that there was going to be a cost associated with the additional time spent.
She threw her hands in the air, called me a few names and got back in her car to leave. 
 
I truly take situations like this to heart and wanted to make it right.  I tried, and as you can see, I failed.  I truly believe there wasn't anything I could've done aside from taking her interior completely apart and cleaning and disinfecting everything to make it to where the next time she got in her vehicle she had to odor what so ever.   All for the $208 she originally spent.
 
 
 
[redacted]

Our General Manager[redacted] reached out to this customer and met with him on Wednesday 3/18.  Customer received his key and left satisfied.  Thank you for your patience with us during this confusion.

ON JULY 17,2014 [redacted],[redacted] AND MYSELF([redacted]) MET WITH MR AND MRS [redacted]; REGUARDING, THE WORK PERFORMED ON THEIR 2013 CHEVROLET AVALANCHE.[redacted] AND [redacted] EACH TOOK A LIST OF THEIR ISSUES.ONCE WE RECEIVED THE PARTS.THE BODY SHOP BEGAN TRYING TO CONTACT THE...

[redacted]S.WE LEFT MESSAGES ON 8/4 AND 8/13 TO LET THEM KNOW WE WERE READY FOR THEM TO BRING THE AVALANCHE IN.. [redacted] THE BODY SHOP ASSISTANT FINALLY REACHED MR .[redacted],HE RUDLY SCRUTINIZED HER AND DEMANDED SHE CALL HIS WIFE AND NOT HIM. I’VE PERSONALLY TRIED CALLING THE [redacted]S SEVERAL TIMES ON SEPTEMBER 17, 2014 WITH ZERO RESPONSE.  AT THIS TIME WE JUST NEED THEM TO CONTACT US.

We have found the customer another vehicle that has what they wanted already installed.  This customer is happy with the new vehicle and is considered by us to be a satisfied customer.

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID 10980259, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
Nick P[redacted]
Nothing has been actually fixed yet. I have been in touch with the them and they seem to be working on the problem but I will it be satisfied until the situation is resolved for good. I understand intentions but words are cheap at this point.

We are actively working to resolve this issue.   We used a 3rd party marketing agency for this sale.  This company created and issued the flyers that were mailed. For the customer to receive the gas card they must fill out the required information and send it to that 3rd...

party company. Once it was known that Ms. [redacted] was unhappy our new General Manager called her and asked her to come speak with him in person. She agreed to do so. When she came to the dealership and met with [redacted], he at that time, learned that she hadn't sent the required information to the company. He explained that she needed to send in the information to the company to receive her gas card.  He also at that time offered to fill up her gas tank to help her out until she receives the gas card from the 3rd party company.  She agreed to that so he had her car taken to the gas station and had her tank filled. (approximately $30).  She said she was happy with that and left the dealership.  Shortly after that is when we received the notification of the Revdex.com complaint.  It has been brought to our attention that the 3rd party is taking a long time to send the gas cards to the customers.  We have made many attempts to reach the 3rd party and are still at this time trying to reach them to resolve this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10225504, and repairs to the truck have been started, finally. Thanks to the Revdex.com for your help in facilitating this.
As a point of clarification, we would politely disagree with the volume of calls that has been asserted. Inasmuch, every call that we did receive was returned - we actually called [redacted] several times and each time was advised he 'was in a sales meeting' and each time left messages; Call records are available if necessary. More to the point, the couple of calls we did receive related only to molding and a door switch and only those items. Not the entire list as extensively discussed and agreed with all the managers present back in July. When the dealer employee was questioned, the response was along the lines that only those two items have been addressed.
Disregarding the above, we have since brought the truck in for repairs. We have no clue what will be done, or has been done, or when the vehicle will be finished. The vehicle was brought in on September 19, 2014.
Like we mentioned when we first met with the managers, we really just want the truck fixed right and everything that was broken repaired. In the last 5 months, it's been at the dealership at least 4 weeks and we really would like to have the truck back without any more issues.
Regards,
[redacted]

The general manager has tried to contact [redacted] to let him know that a check is being sent to the address listed on the complaint.  I believe this should resolve the issue.
Thank you,
Michelle Z[redacted]
HR Manager
Supreme Automotive Group
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