Taylor Team of Dealerships

After reviewing this matter with our General Manager, he explained that the GAP coverage was cancelled by us and [redacted] was issued a check on 2-2-17 which they cashed on 2-8-17.  It is now up to [redacted] to refund [redacted]'s monies.  As to his financing arrangement with his...

credit union --- that is not something we have any control over.  We believe we have done as we were asked to do.

We have...

looked into the concerns this customer has expressed.  It is understandable that it is disconcerting to not be able to find out what is happening with a vehicle when lights, etc. start appearing on the dashboard.  Thankfully, in this case, the code/dash light did come back on and the consumer was able to drive back in late that same day and the problem was noted and an appointment was set for the following day.We regularly provide rentals to warranty customers (GM will pay for such things).  However, as explained to this consumer, we first must have the customer's drivers license, insurance card--to verify coverage of the vehicle we will send them out in, and a credit card that can be used in the event our vehicle is somehow damaged inside, and/or the fuel tank is not full (we send our rentals out with a full tank and ask that they be returned the same way) so we have something to fall back on in the event of a problem.  We have no problem repairing vehicles that are purchased from other dealerships - GM warranty will pay us for the repair of, in this case, a Chevrolet, so we don't have any problem supplying a vehicle to the customer as GM will also pay for that.  That said, we have rules set forth by management, that require the aforementioned criteria be provided by the individual who will be using the rental vehicle.  Our rental fleet consists of brand new vehicles and it is in our best interest to protect our investment.  As a courtesy, since the customer did not wish to provide us with the needed information, we could have had a porter take him to whatever location he wished and when the vehicle was repaired, we would gladly go and pick him up so he could retrieve his vehicle -- this would be a courtesy. This individual also contacted GM and GM reached out to us.  After explaining what transpired, they indicated they completely understood and that was the end of the conversation.  They know we were happy to supply the needed rental vehicle  once we had the required information. Finally, our reception/rental desk is always on camera and recorded.  So, we can easily go back and listen to/view everything that transpired during the attempt at getting this customer into a rental.  Our rental clerk is extremely courteous and very experienced at putting out rental vehicles daily.  Unfortunately, it does take time, but that cannot be avoided, as she not only rents vehicles, she is responsible for answering our multi-line switchboard, and cashes out our service customers, etc.  She follows the dealership's specific rules for renting vehicles.  Bottom line -- the customer was unwilling to comply with our request and so he left without getting his repair or a rental vehicle of his own accord.  It is our belief we gave it our best effort to try to assist this individual.

Although the gesture of a gift card is needed, as stated in my complaint there is an abs light on that has become an issue well whithin the first 30 days of having the vehicle. There was no mention of correction the problem with the breaking system as it’s is essintial to the drive safety of the vehicle.

I have tried to call the Nissan dealer and he won't answer the phone. He refuses.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

I talked with the customer and we fixed the ABS and gave them a $100 gas card.

Re:  Complaint #11972878 - Customer [redacted] Per request we are providing a copy of the cancelled check from [redacted] for the cancellation of Gap insurance on the 2016 Chevy Colorado.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Regards, Molly Shifflet

Attached is a copy of the sales invoice (second document) with the vehicle VIN# which clearly shows that the check box for inaccurate odometer mileage is NOT checked. Thanks for all assistance with resolving this issue.

[redacted] was in our Athens store yesterday.  She left smiling and satisfied as we are taking care of her windshield.  So, unless something else has happened, we feel we have done what she wanted done.

Revdex.com note: The consumer also submitted a review, which we will not publish because of this complaint. The business responded to the review as follows: I cannot find a customer by this name in our system. I need a VIN #. I would very much like to help resolve these disappointing issues.

We have reviewed Ms. [redacted]'s concerns and regret that she felt that she was treated poorly when she was purchasing her vehicle.  She states that her desired settlement would be to receive the gas card that was promised.  We will be happy to comply with her request and plan to mail the...

card within 48 hours.