Suss Buick Pontiac GMC

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ I have spoken to several of our employees who have dealt with [redacted] and all have tried to help him to resolve any issues and he is not willing to have any one help himOur Service Director- [redacted] has reached out twice since this Revdex.com complaint even leaving his cell phone number and [redacted] has failed to respond After the issue arose at purchase regarding the hitch, the Salesperson had offered to take care of the reinstall but [redacted] refusedWe can't fix something if he doesn't allow us the opportunity to do so Regarding the damaged bumper: the [redacted] that [redacted] purchased is a non-paint remedy packageThis service plan is for Door dings that can be repaired using paint-less dent repairThe gouge and scratch on the bumper requires re-working and re-painting the bumperThis is not a covered item and is normally turned in as an insurance claim into the customer's insurance companyWhen we informed [redacted] that he should make a claim with his insurance company he became very heatedIt escalated to the Manager who again tried to explain the difference between a paint-less dent repair and a comprehensive or collision claimUnfortunately, we were not going to be able to satisfy him with anything we said or did [redacted] can still call The Service Director- [redacted] and we will fulfill our promise of reinstalling the hitch on the vehicle but we are not able to repair his bumper under the [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) First no one has reached out to meThere is no messages left on my phone with a name and number to contact anyoneThis is again a complete lie by the dealershipSecond, this is not what was explain to me concerning what was covered and what was notIt was just stated we will not take care of itThe policy when purchase was stated to cover this, now it is being said that this is notAgain another lie by this dealership Back to hitch, the salesperson was informed this this was a deal breaker and I should not have to repurchase anything that should have been done at the time of the deal Back to damage, the dealership should make sure the policy is explain right and not in broad terms where a customer is to assume this is covered to make a dealThis is a misleading sales practiceSo I will not accept this response because no one has reached out to me and again they are making statementsBut it is there word against minesI will not let this go by Final Business Response / [redacted] (4000, 9, 2015/06/17) */ We want to fulfill our promise to [redacted] of installing his hitchRevdex.com sent him the response that we would do so on 6-5-asking him to see [redacted] the Service Director [redacted] visited our dealership on 6-12-but only asked the service writer for an oil change and to look at the check engine lightAnd he did no ask for [redacted] so nothing was done on the hitchI would be more than happy to sit down face to face with [redacted] to discuss any open items at his conveniencePlease call [redacted] at XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/08/21) */
After careful review of the repair documents including the repair orders, the service advisor's notes, the [redacted] estimate and the technician's job analysis this was not just a simple repair job. Initially the customer and a representative...

of [redacted] brought the vehicle in for the problem stated as rodent damage under the hood. The advisor was told to write the vehicle up in the name of [redacted] with [redacted] from [redacted] present at the write up. She gave the [redacted] her business card. The technician inspected the vehicle and when a [redacted] adjustor came to look at the vehicle and write an estimate he informed The service Advisor that this would have to be written up in [redacted]'s name since he was the insured. The insurance adjustor established coverage and determined which of any work would be covered under insurance. Also the technician determined other service recommendations and problems with the vehicle including: the steering gear leaking and the rear brake pads needed replaced and the air bag warning light illuminated. On 6-25 the service advisor called [redacted] and told him all the work that was needed. [redacted] told [redacted] not to do any of the other recommendations but only to do what the insurance company would pay for. [redacted] took this as verbal authorization to do the repairs and the work was completed. At no time was [redacted] called and told to not complete any work because [redacted] was going to do the work. Please accept our apology for any misunderstanding but [redacted]'s conversations with both [redacted] and [redacted] from [redacted] led us to believe we were to complete the insurance work. It is customary to obtain verbal authorization to complete work and write down the day and who you talked to the customer. [redacted] wrote that on 6-25 he called and was given verbal instructions to only do what the insurance company would pay for. We apologize for any inconvenience that we may have caused [redacted].
I am sure he can find out further information from
his insurance company [redacted] to any other circumstances regarding the repair including those items they determined were not part of the
claim.

The response from the customer raised a new question as to whether the dealership caused the air conditioning failure.  It was not addressed because it was not brought up. If we had caused the problem we would certainly have taken responsibility and fixed it.  Nothing was offered as evidence that we caused this. Nevertheless. I fear we are going around in circles here and feel it is best to give the customer the $500 she is asking for as a goodwill adjustment as well as the $191 refund from the last repair.  That total refund is $691. This should close out this complaint.

I am very sorry that Ms. [redacted] has had a problem with our dealership.  I did check and all of the coverages she purchased are registered with the Service company. (copy attached).The offer of oil changes for 2 years was a goodwill gesture and was not something she paid...

for.  That goodwill adjustment will not be extended past the two years. If our service department had made a mistake on thetire depth I would be more than happy to inspect those tires and make an appropriate adjustment.  It does not seem logical that [redacted] replaced tires they said did not need replaced. Nevertheless if Ms. [redacted] can bring in the tires and the documentation from [redacted] we can certainly make an adjustment.

The customer has spent a great deal of money fixing their car and warranted a careful review of their file.After review of the repair order files, the customer is being refunded a portion of the repairs done.  The ABS Repair consisted more than simply unplugging and plugging the sensor back...

in.  Per the Repair order copy given to the customer this is what the  technician's repair consisted of:123055 FOUND CODE C0040 R/F WHEEL SPEED SENSOR NOT READING CHECKED WHEEL SPEED SENSOR AND FOUND WHEEL SPEED SENSOR HARNESS CONNECTOR DAMAGED AND CAME OUT OF HARNESS RETAINER  REPAIRED HARNESS RETAINER AND REPLACED WEATHER PACK GASKET TO HARNESS CONNECTOR CLEARED CODE ROAD TEST AND RECHECKED TRACTION CONTROL AND ABS OPERATION ALL OK NOTE IF HARNESS COMES OUT OF HARNESS RETAINER HARNESS MAY HAVE TO BE REPLACED.  This work is fully guaranteed per our guarantee on the repair order.The customer was given a discount on the engine repair per their letter and then asked for an additional [redacted] discount.  We apologize that we are not able to double the discount that was already given them.The repair of the air conditioning system did show that the dealership should refund the customer for this repair.  Although proper procedure to diagnose an air conditioning system is to charge the system then determine why the system is failing. We charged the a/c system but in the end they didn't get anything for that money spent and the entire repair order of $190.45 is being refunded including the oil change.We are sorry we were not able to satisfy their wishes but stand ready to help in the future if needed.

Initial Business Response /* (1000, 5, 2015/06/04) */
I have spoken to several of our employees who have dealt with [redacted] and all have tried to help him to resolve any issues and he is not willing to have any one help him. Our Service Director-[redacted] has reached out twice since this Revdex.com...

complaint even leaving his cell phone number and [redacted] has failed to respond.
After the issue arose at purchase regarding the hitch, the Salesperson had offered to take care of the reinstall but [redacted] refused. We can't fix something if he doesn't allow us the opportunity to do so.
Regarding the damaged bumper: the [redacted] that [redacted] purchased is a non-paint remedy package. This service plan is for Door dings that can be repaired using paint-less dent repair. The gouge and scratch on the bumper requires re-working and re-painting the bumper. This is not a covered item and is normally turned in as an insurance claim into the customer's insurance company. When we informed [redacted] that he should make a claim with his insurance company he became very heated. It escalated to the Manager who again tried to explain the difference between a paint-less dent repair and a comprehensive or collision claim. Unfortunately, we were not going to be able to satisfy him with anything we said or did.
[redacted] can still call The Service Director-[redacted] and we will fulfill our promise of reinstalling the hitch on the vehicle but we are not able to repair his bumper under the [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First no one has reached out to me. There is no messages left on my phone with a name and number to contact anyone. This is again a complete lie by the dealership. Second, this is not what was explain to me concerning what was covered and what was not. It was just stated we will not take care of it. The policy when purchase was stated to cover this, now it is being said that this is not. Again another lie by this dealership.
Back to hitch, the salesperson was informed this this was a deal breaker and I should not have to repurchase anything that should have been done at the time of the deal.
Back to damage, the dealership should make sure the policy is explain right and not in broad terms where a customer is to assume this is covered to make a deal. This is a misleading sales practice. So I will not accept this response because no one has reached out to me and again they are making false statements. But it is there word against mines. I will not let this go by.
Final Business Response /* (4000, 9, 2015/06/17) */
We want to fulfill our promise to [redacted] of installing his hitch. Revdex.com sent him the response that we would do so on 6-5-15 asking him to see [redacted] the Service Director. [redacted] visited our dealership on 6-12-15 but only asked the service writer for an oil change and to look at the check engine light. And he did no ask for [redacted] so nothing was done on the hitch. I would be more than happy to sit down face to face with [redacted] to discuss any open items at his convenience. Please call [redacted] at XXX-XXX-XXXX.

Suss Buick GMC has since resolved this issue as of 1-22-16.  Mr. & Mrs. [redacted] were needed to resign the appropriate paperwork that allowed the lease to go through and funding was remitted to the Dealership.  Their $5800 check was cashed and went through our bank on 1-25-16. The...

delay was due to the lease contract being rejected by the lease company as written and needed another signature. Suss Buick GMC apologizes for the delay but everything that was due the customer has been delivered.

Initial Business Response /* (1000, 5, 2015/07/17) */
This customer engaged in two transactions-the first transaction was the purchase of a [redacted] After driving it for about a month and 1900 miles she decided to trade that vehicle for a larger vehicle. The loan proceeds were funded and the...

title had been subsequently issued in the customer's name. That transaction's sales taxes were paid to the city and the state and accordingly are not available to return to the customer. The second transaction was for a larger vehicle, the [redacted] The contract was signed and trade value of the [redacted] was clearly indicated on the contract. This second transaction did absorb some of the original down payment. The problem arose when the lending institution reversed their approval due to information on the application found not to be true. Also the trade vehicle was subsequently sold after the second transaction occurred. The customer believed that since the first vehicle went through alright that they could just get that vehicle back. But the lending institution now knew the customer information not to be true therefore reinstating the [redacted] contract was clearly not an option. The dealership continued to find an equitable solution and attempts to get the car back were met with stalls and delays by the customer. After two months and driving 4900 miles in the second car the customer was charged per the bailment agreement she signed, for the use of the vehicle. Five days worth of bailment with 4919 miles were charged to the customer. That did not leave any money left from her equity she put into the deal. She is asking for money back even though it was her misrepresentation to the lending institution, that lead to the contract nullification. And her failure to mitigate the problem and continue to drive the vehicle double the normal usage per month added extra charges. As said previously the first transaction had sales taxes and down payment consideration but that transaction is complete. The only leeway would be to give her back bailment money charged her. But that would mean that she would, through misrepresentation be able to drive a vehicle for 2 months and 4900 miles for free. We did get her family approved on other vehicles but she did not want them.
After discussions with the General Manager the customer set an appointment for Tuesday July 7th at 3:00pm to find alternatives and any possible refunds. The customer was a no call-no show for that appointment. After review of the circumstances, the dealership is sending her a refund of the bailment charges to include only 10 days of usage and mileage. This results in a $749.19 refund to the customer.
This is about as fair and equitable as the circumstances call for and therefore it will be the only refund that will be offered to the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all the second transaction was delayed due to the company taking their time after given the information asked for. The financial rep. called me and said that they would have to give me the Honda [redacted] back if we couldn't get a co-signer, which did not happen instead they sold it. I was also going through the [redacted] fighting to get my job back. Obviously they completed the first transaction without clarifying employment and the situation I was in. Clearly if they had done so in the beginning we would not be in this situation to begin with. Many people loose their jobs due to economic changes, but their car loans, mortgages, or any other loans do not just disappear as if it was never done, weather they had the loan for a month or more then 2 years; generaly speaking.The only way the car gets taken away is if they miss 3 or more payments in a roll. I feel as if the financial rep was doing her job she would have said, "bring back the [redacted] and get the [redacted] back while we work on another solution, instead they let us seat for a couple of months on the [redacted] using up milege and making us believe that they were making it work with my boyfriend and my mom as a co-signer. I feel that I was mislead and lied to. They were quick to process the first transaction...why because I had 6,000 grand as a down payment, but for the second transaction it was delayed....why because there wasn't a bug sum of money for a down payment. As for missing my appointment I had no ride to get to the business with no car and I felt after more then 3 months of going back and forth with the company and nothing being accomolish, the owner now wants to try and help me.....why because I'm taking matters into my own hands and trying to do what's best for me and my children. No Thank you!!! I feel that I should get my 6,000 grand down payment back.
Thank you, [redacted]
Final Consumer Response /* (4200, 12, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that this case needs to be addressed in the legal system with my attorney. I do not agree that everything the dealership did was fair and legal. Two transactions did not happen! I only have a bill of sales and a VIN number for the first vehicle; the [redacted] I feel that their practice were deceptive, unethical, and unfair. It appears that they rushed my paper work on the [redacted] because I had a an exceptional amount for a down payment.
Final Business Response /* (4000, 14, 2015/08/21) */
The Dealership agrees that this case should be addressed in the legal system. The customer's representation to the bank is the crux of the issue and is not something that can be resolved through the Revdex.com process. The customer has cashed the Dealership's settlement check and we believe this Revdex.com case to be closed. Again, we believe the
Dealership did everything it could to help the customer get the vehicle she was wanting.

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.
Sincerely,
[redacted]