We have attempted to reach out to Ms. [redacted]; however have been unsuccessful. Without contact from Ms. [redacted] we would be unable to resolve this issue. Sincerely, Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
I have given proof the the glendale location at the time of returning the vehicle that the check had cleared the account day prior to us coming in.If they didn't submit that to you that's on them. I have all the proof you or anyone else needs to show the check has cleared. All I want is my money back, if I need to drive to the surprise location to hand deliver proof to someone there then I'd be more then happy to.
Attached you will find a copy of a CARFAX report signed by Ms. [redacted] that is dated 03/24/2014. The paragraph above her signature it reads "I have reviewed and received a copy of the CARFAX Vehicle History report for this 2009 CHEVROLET IMPALA vehicle (VIN: [redacted]), which is based on...
information supplied to CARFAX and available as of 03/24/2014 at8:46 PM EDT). This is verification that the CARFAX report was dsiclosed at the time of sale. Attached you will also find an Arizona e-MVR report that shows the title is not branded as a SALVAGE vehicle. Sands did not mislead or misrepresent the vehicle in any way at the time of sale. Sincerely, Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
We have tried to contact Ms. [redacted] on multiple occassions, but have not heard back from her. Sands will replace her battery at no charge. Please contact Denise Anderson to set up an appointment for this service. Sincerely, Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
Attahced is an entire copy of the mailer that Mr. and Mrs. [redacted] received. The mailer clearly state the odds of being a winner on each prize item. I apologize but I did need to scan the mailer in four pieces in order to show the entire mailer so that you could also see the included...
disclosure(s). and the odds of winning each prize, which is on the back side in the last paragraph. Mr. M[redacted] was incorrect in statng that the customer is required to go on a test drive in order to collect their prize and we have addressed that with him and our sales staff so this does not happen again. There is not a require test drive or a required purchase to win. We apologize for the incorrect information that Mr. And Mrs. [redacted] had received and for not collecting their prize and the time of their visit. According to the code shown on their mailer, Mr. and Mrs. [redacted] would have received a target gift card with a value of up to $500. We would be happy to mail Mr. and Mrs. [redacted] their entitled prize to their home address. Sincerely, Cherie V[redacted]Sands Chevrolet, LLC. Office Manager
I just made contact with Mr. [redacted]. He advised me that he had his truck repaired at Liberty GMC under warranty with no workmanship failure from the oil change and tire rotation that was performed by our facility . I explained to him that if he needed anything else in the future to contact me directly. Derek H[redacted]Sands Chevrolet, LLCService Director
Our Dealer Principal, Jerry M[redacted], has spoke with Mr. [redacted] via email as this is the only way Mr. [redacted] will communicate. Mr. M[redacted] has offered to buy Mr. [redacted]'s contract back from the bank and void out the purchase transaction. Mr. [redacted] has declined this option. The purchase...
transaction was negoiated and signed in agreement by Mr. [redacted] at the time of delivery. Sincerely, Chad H[redacted]Sands ChevroletGeneral Manager
February 28, 2017 Thank you for forwarding the response from Sands Chevrolet. The response completely misses the point. Whether or not the odds of winning any particular prize were high or remote is not the issue. Also, there is an inference that Sands wants you to draw based upon the suggestion that the ad flyer was so big and so clear that it took four scans. That is laughable. The issue is that the phrase “up to” is so small as to be non-existent. I maintain that the size of that disclaimer is so small as to easily be not seen or understood. This leaves the recipient with the belief that they are guaranteed to have won the $500 gift card. It is actual fraud if there was no disclaimer, and is my opinion that since the phrase was so small as to be not seen, it is at least constructive fraud. You couple that with the insistence that we needed to take a test drive first, just (to us) confirms the fraud. It is all good and well to take corrective action and advise the sales staff that there was no such requirement, but that is shutting the barn door after the horses have escaped. They cannot pretend it did not happen. In summary, their suggestion that it was “clear” that the prize was up to the stated amount, and that the odds confirm that, is completely missing the point. I am not interested in the actual $500. I just want the dealership to stop using such potentially misleading ads. They can send proof they donated $500 to a charity for all I care. But, they should not be allowed to run such a misleading promotion. [redacted] and [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
My apologizes, I submitted a response to this complaint yesterday however that response should be for complaint [redacted] in error.. When a customer is contracted on a vehicle they are purchasing the dealership writes the contract as what they are seeing with credit bureaus and customer...
payments. There are times that the bank runs their own credit bureau and sees credit issues that the dealer does not. The bank would have the final decisions on what the terms are going to be. Sometimes, the bank does require additional money down, longer term, less payment, lower loan amount and/or a higher interest rate. These stipulations are from the bank that is lending the funds for the loan for our customer. The dealer does not dictate what those terms are going to be. If the customers choses not to sign a new contract meeting the banks requirements, then unfortunately the deal would have to be unwound. The customer would be required to return the vehicle and any down payment monies would be refunded (less any damage to the vehicle). If Mr. [redacted] does not wish to sign a new contract meeting the banks requirements. Sands will unwind the transaction, however the vehicle MUST be returned undamaged. Mr. [redacted] has been uncooperative in this matter. If Mr. [redacted] does not sign a contract meet the requirements of the lender and continues to refuse to return the vehicle, the dealer would be forced to take further actions to recover our vehicle. The dealer does not benefit in any way having to unwind a transaction with a customer. An unwind only puts additional miles, wear and tear and sometimes damage to the vehicle. If I can be of any further assistance to Mr. [redacted], he can contact me at ###-###-####or [redacted]@sandschevrolet.com . Just an update on Mr. [redacted] as well, he returned his vehicle yesterday (10/08/2015) and the transaction was cancelled.Sincerely,Cherie V[redacted]Sands Chevrolet, LLCOffice Manager?
I am in no way trying to create negative press. I get threatened by their employee and all I get is an apology and a manager telling me to come back to the place I was just threatened to take care of it. No thank you. I specifically stated the resolution I was looking for so Derek trying to say I am not willing to fix the problem is a complete lie. They should fix the problem they created in the first place without me having to be subjected to harassment or threats. Meaning I will not be going back personally to their dealership. If they would admit that they created the issue and are willing to fix the issue at no cost I will allow them to either come get my vehicle to be fixed or I will personally take it to another dealership.
We do appreciate the offer to buy back the vehicle, however after the vehicle check engine light was back on and the vehicle was not properly functioning we were forced to trade the vehicle in to another dealer as we needed a functioning automobile before we had heard a response from Sands. We do still feel that we deserve reimbursement for the vehicle repairs that were "completed" time and time again, as stated in the original complaint this stems from the motor mounts needing replacing 3 separate times, fuel injectors needing replacing 3 separate times and countless oil or gasket leaks. This amount totals upwards of 6050.00. It is my hope that we can come to some sort of compromise on this due to the fact that we received the trade or buy back offer too late. I am happy to attach a spreadsheet of repairs that were completed on the vehicle since 05/2013. As I expressed to Mr H[redacted] we are very dissatisfied with Chevrolet and general motors as a whole as we feel we were taken advantage of by the service department.
Tell us why here...Mr. [redacted] initially brought his 2003 Chevrolet Silverado with 154,583 miles in on 06/17/2015 with a complaint of an intermittent extended engine crank prior to starting. Upon inspection the certified diesel technician verified an external fuel leak from the water in fuel sensor...
located in the fuel filter housing. This external leak was causing the fuel line pressure to bleed down once the vehicle sat for awhile and therefore created an extended engine crank prior to starting from the loss of fuel pressure. This repair had to be made first before any further diagnosis could be made. Upon installing the new sensor along with a fuel filter the truck started normally and held normal fuel pressure. Upon Mr. [redacted] picking the vehicle up he contacted our service department the following day indicating that the vehicle’s engine quit running on the highway and would not restart. Upon towing in the vehicle the same certified technician found the high pressure fuel injection pump had failed and was not creating enough pressure. Upon further diagnosis the technician found a large amount of fuel in the engine oil and a high rate of fuel returning back to the fuel tank which indicates that one or more of the high pressure fuel injectors is partially clogged and creating an excess amount of pressure. When one side of a high pressure fuel injector nozzle is clogged it significantly increases the pressure of that injector (like putting your finger on the end of a garden hose to make it spray stronger). Upon speaking with Mr. [redacted] he was very upset about the price of the recommended repairs and felt that it should have been found during the diagnosis of the leaking sensor the previous day. We explained to Mr. [redacted] that the diesel fuel injection system requires over 1,000 pounds per square inch in order to start the truck and we only recommended what we actually found wrong at that time. Upon speaking with management the price was reduced significantly to assist Mr. [redacted] as a gesture of goodwill. Mr. [redacted] picked up his vehicle and all diesel fuel systems are and were operating normally. Mr. [redacted] brought his vehicle back in on 08/24/2015 with a concern that the battery & security light were illuminated on his instrument cluster. Mr. [redacted] was again upset that he was going to have to repair his vehicle for another failure and we offered as much empathy as possible however advised him that his was a completely different concern with his vehicle. Upon diagnosing the electrical concern the technician was unable to communicate with several of the onboard control modules. We advised Mr. [redacted] that we needed to start with the body control module as it was the most likely cause of the data line being down. We also advised Mr. [redacted] that upon performing a thorough inspection of his entire vehicle he had a hydraulic brake booster and two power steering lines leaking. Mr. [redacted] authorized the repairs and upon installing the body control module the technician was still unable to communicate with the onboard modules. Upon further diagnosis the technician found an aftermarket control box located behind the aftermarket radio that was failing and taking down the module data communication line. This box is designed to allow the factory steering wheel controls to operate the aftermarket radio. Mr. [redacted] was very unhappy that the body control module did not repair the vehicle and felt that we did not properly diagnose the vehicle. At that point we explained to Mr. [redacted] that upon our initial diagnosis we had advised him that we must first start with the body control module and that may not completely repair his concern. We also decided not to charge Mr. [redacted] for that module as we couldn’t justify it as a failed part. Mr. [redacted] ended up only paying the same labor quoted to replace the body control module although the technician had several more hours clocked in order to repair his truck. Mr. [redacted] spent several days in the meantime discussing the purchase of a new truck from our [redacted]dale location with the general manager [redacted]. Mr. [redacted] did not commit to purchasing a truck when he visited that Glendale location and therefore the trucked was offered to another client for sale. Upon Mr. [redacted] returning the following day to purchase the truck he was very upset to find out the truck was sold. The management team explained to Mr. [redacted] that he did not leave a deposit on the truck and did not even verbally commit to purchase the truck. Mr. [redacted] arrived unannounced to our service department in Surprise to pick up his truck. Upon inspecting his truck he again became very upset because his aftermarket radio was still disassembled from the truck. We explained to Mr. [redacted] that we did not hear back from him on whether he wanted to have the aftermarket control module replaced and therefore left the radio out. We quickly installed the radio and only charged Mr. [redacted] the initial labor quoted to replace the body control module although it was less than half of what it took to diagnose his concern. We have made very attempt to meet Mr. [redacted]’s expectations however we believe that he is frustrated with the fact that he had several expensive repairs that had to be incurred within a short period of time. Nothing further is owed to Mr. [redacted] at this time. Sincerely,[redacted]Sands Chevrolet, LLCService Director
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There was no complaint of "intermittent" engine crank. The complaint was "The truck does not start and the fuel gauge does not work properly". Once the mechanic "fixed" the external fuel leak, I was called and advised to pick up the truck. When I arrived the truck did not start and would not start. There was no extendended cranking time. The truck simply did not start. I returned a few days later and once again the truck did not start when I tried to leave. They kept my vehicle longer. This took about two weeks total. I finally got my truck to run and I drove it home where it again died on me and would not start. The truck was towed back to the dealership. At this point I was told the "certified diesel mechanic" had given up and they were going to try to have another one look at it. It was a couple days and I received a phone call stating to me that I needed new injectors, a new pump and something else replaced. I asked how this wasn't determined sooner and the answer I received was "We don't know". I was quoted a repair price of over $8000. I stated to the dealership I would need to look around and price that quote elsewhere as that was a lot of money. I found several shops who would do the work for $4500 and I told the dealer that. They immediately dropped the price to $5000. Trying to stay loyal to the dealership I agreed to that price with the condition that this was going to fix the engine and the fuel gauge that was not working. I was told "This is going to fix it". I also asked what else needed to be done, and questioned if it was worth spending the money on an older truck or if I should just cut my losses. I was told "The truck is in great shape otherwise and this will fix everything except for a leaking power steering line which could be fixed down the road. Indeed I was upset as the dealership had my truck for nearly three weeks and could not figure out what was wrong with the truck. Mr. [redacted] (whom by they way I was told no longer worked at the dealership) makes this out to sound like this process took just a couple of days when I reality it took several days and the entire time they kept saying they had fixed the problem and then when I showed up it was not fixed. I explained to them that I had to have a working fuel gauge as I haul a horse trailer with my small child and I could not risk running out of gas, and fuel burn with a trailer is much different than without.On 8/24 when I returned it was because my original complaint that the fuel gauge was not working was still valid and additional things on the console were also not working. Clearly there was still a problem that had not been fixed as requested by the dealership when I originally stated that the fuel gauge was not working.The dealership did replace a module because they said that was the problem. Then after they replaced it, that didn't fix the problem either so they threw more parts at the problem and stated it would be more money. I again questioned this as I had originally asked for them to fix the fuel gauge which was NEVER done. I was also told I had a leaking hydryobooster which was going to cost a a couple thousand more dollars to fix.At no time was I advised that they first needed to replace the body control module to move forward with diagnosis. I was told that was going to fix the problem. I continued to tell them that I did not want to dump thousands of more dollars into this truck. I had spent enough already. I'm not sure what steering wheel controls Mr. [redacted] is speaking of as my truck had NO steering wheel controls for the radio. And the radio, according to the manufactuer is not able to be controlled by stearing wheel controls thus it has a separate remote. Again Mr. [redacted] is blowing smoke.I'm not sure why I had to pay the labor for the BCM because that did not fix the problem. I was quoted a flat rate charge of $135 to diagnose the problem. I actually did not spend several days speaking with the Glendale Location about purchasing a new truck. I called the Glendale location in an effort to speak to an owner because the GM of Sands Surprise had cussed me out and I felt like I was getting a run around. In fact I had spoken with the Surprise location about purchasing a vehicle from them and I only went to Glendale when the truck advertised on their site was actually at the Glendale location. I looked at one truck in Surprise and then before making a purchase I went to the Glendale location to test drive that vehicle with the plans of having it transferred to Surprise.While at Glendale I drive the truck, and told the sales manager I would be back in the morning with my daughter to look at it. I had to measure the size of a hay bail to see if it would fit under the bed cover that was on that truck. I called ahead of time that follwoing morning, said I was on my way up to look at it with her and the sales man said great. When I arrived they informed me the truck had been sold. Interstingly it was parked on the lot and not where they park cars that are being driven or sold.I had previously agreed to make a decision on my truck by the Saturday that I was at the Glendale location. When that deal was dead I called Surprise, spoke to [redacted] in service and asked if my truck was ready and told him I was on my way to pick it up. I did not show up unannounced. In fact, [redacted] went out to my truck with me on the phone and started it up and said was ready to go. Again Mr. [redacted] things he can blow smoke and lie about these things but the facts are just that and my phone records can prove that I did call first.Upon arrival I was given the keys to my truck and I paid my fees agreed upon. When I went to the truck the radio was tore out of the dash and laying in the back seat.My frustration is that Sands Surprise failed to Adequately fix my truck, to adequately advise me that thousands of dollars of more work were needed to fix the fuel gauge problem, all the while knowing I was weighing purchasing a new vehicle or keeping this one. I was very clear to confirm that the original $5000 was going to fix everything minus the leaking hoses. I was told it would.I have since sold the truck to someone. He has found that that the break hydrobooster is working fine, but the truck had several things in the front end that needed fixed, which again were never told to me by the dealer as I kept asking them what else needs to be done... I said go through with a fine tooth comb and tell me everything. They failed miserably in diagnosing the problem (remember it took them almost three weeks to determine I needed injectors and a fuel pump) and they still didn't fix the fuel gauge. I was very clear about needing the gauge fixed as a determining factor on going through with any other repairs.Sands did not meet the obligations of this deal. Certainly they put some work and equipment on the truck, but they did not ever satisfactorily fix this truck.
Regards,
[redacted]
Our Sales Manager, [redacted], has been in contact with [redacted]. Sands has agreed to have Sands Chevrolet will be towing in [redacted]'s 2012 Dodge Grand Caravan to make all necessary repairs to the brakes and master cylinder. Sincerely,[redacted]Sands KiaGeneral...
We have tried to reach out to Mr. [redacted] in regards to his spare key and key fob. Denise A[redacted], our customer relations director, has left emails and a voicemail for Mr. [redacted] that his spare key and fob are ready to picked up. The spare key and fob would have to be picked up with the vehicle...
present so that the key and/or fob can be programed. This should resolve Mr. [redacted]'s concerns. We apologize for the delay in obtaining these items. Sincerely, Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
the response made by the business in reference to complaint ID 11961065, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Mr. and Mrs. [redacted] came back in on March 16, 2016 and we were able to find them a truck that better fit their needs and wants. The [redacted]'s left happy and concerns have been resolved.If you should have further questions and/or need additional information, please feel free to contact me at...
###-###-#### or [redacted]@sandschevrolet.com .Sincerely,Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
Mr. [redacted] is coming in Friday May 19, 2017 to drop off his vehicle and pick up a like vehicle to drive in order to compare the noise. We will request a GM field service engineer to be dispatched to inspect Mr. [redacted] vehicle. This may take up to 30 days to occur depending on the engineer’s schedule. Derek H[redacted]Sands Chevrolet LLCService Director
Revdex.com:
I have reviewed the response made by the...
business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We have attempted to reach out to Ms. [redacted]; however have been unsuccessful. Without contact from Ms. [redacted] we would be unable to resolve this issue. Sincerely, Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
I have given proof the the glendale location at the time of returning the vehicle that the check had cleared the account day prior to us coming in.If they didn't submit that to you that's on them. I have all the proof you or anyone else needs to show the check has cleared. All I want is my money back, if I need to drive to the surprise location to hand deliver proof to someone there then I'd be more then happy to.
Attached you will find a copy of a CARFAX report signed by Ms. [redacted] that is dated 03/24/2014. The paragraph above her signature it reads "I have reviewed and received a copy of the CARFAX Vehicle History report for this 2009 CHEVROLET IMPALA vehicle (VIN: [redacted]), which is based on...
information supplied to CARFAX and available as of 03/24/2014 at8:46 PM EDT). This is verification that the CARFAX report was dsiclosed at the time of sale. Attached you will also find an Arizona e-MVR report that shows the title is not branded as a SALVAGE vehicle. Sands did not mislead or misrepresent the vehicle in any way at the time of sale. Sincerely, Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
We have tried to contact Ms. [redacted] on multiple occassions, but have not heard back from her. Sands will replace her battery at no charge. Please contact Denise Anderson to set up an appointment for this service. Sincerely, Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
Attahced is an entire copy of the mailer that Mr. and Mrs. [redacted] received. The mailer clearly state the odds of being a winner on each prize item. I apologize but I did need to scan the mailer in four pieces in order to show the entire mailer so that you could also see the included...
disclosure(s). and the odds of winning each prize, which is on the back side in the last paragraph. Mr. M[redacted] was incorrect in statng that the customer is required to go on a test drive in order to collect their prize and we have addressed that with him and our sales staff so this does not happen again. There is not a require test drive or a required purchase to win. We apologize for the incorrect information that Mr. And Mrs. [redacted] had received and for not collecting their prize and the time of their visit. According to the code shown on their mailer, Mr. and Mrs. [redacted] would have received a target gift card with a value of up to $500. We would be happy to mail Mr. and Mrs. [redacted] their entitled prize to their home address. Sincerely, Cherie V[redacted]Sands Chevrolet, LLC. Office Manager
I just made contact with Mr. [redacted]. He advised me that he had his truck repaired at Liberty GMC under warranty with no workmanship failure from the oil change and tire rotation that was performed by our facility . I explained to him that if he needed anything else in the future to contact me directly. Derek H[redacted]Sands Chevrolet, LLCService Director
Our Dealer Principal, Jerry M[redacted], has spoke with Mr. [redacted] via email as this is the only way Mr. [redacted] will communicate. Mr. M[redacted] has offered to buy Mr. [redacted]'s contract back from the bank and void out the purchase transaction. Mr. [redacted] has declined this option. The purchase...
transaction was negoiated and signed in agreement by Mr. [redacted] at the time of delivery. Sincerely, Chad H[redacted]Sands ChevroletGeneral Manager
February 28, 2017 Thank you for forwarding the response from Sands Chevrolet. The response completely misses the point. Whether or not the odds of winning any particular prize were high or remote is not the issue. Also, there is an inference that Sands wants you to draw based upon the suggestion that the ad flyer was so big and so clear that it took four scans. That is laughable. The issue is that the phrase “up to” is so small as to be non-existent. I maintain that the size of that disclaimer is so small as to easily be not seen or understood. This leaves the recipient with the belief that they are guaranteed to have won the $500 gift card. It is actual fraud if there was no disclaimer, and is my opinion that since the phrase was so small as to be not seen, it is at least constructive fraud. You couple that with the insistence that we needed to take a test drive first, just (to us) confirms the fraud. It is all good and well to take corrective action and advise the sales staff that there was no such requirement, but that is shutting the barn door after the horses have escaped. They cannot pretend it did not happen. In summary, their suggestion that it was “clear” that the prize was up to the stated amount, and that the odds confirm that, is completely missing the point. I am not interested in the actual $500. I just want the dealership to stop using such potentially misleading ads. They can send proof they donated $500 to a charity for all I care. But, they should not be allowed to run such a misleading promotion. [redacted] and [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
My apologizes, I submitted a response to this complaint yesterday however that response should be for complaint [redacted] in error.. When a customer is contracted on a vehicle they are purchasing the dealership writes the contract as what they are seeing with credit bureaus and customer...
payments. There are times that the bank runs their own credit bureau and sees credit issues that the dealer does not. The bank would have the final decisions on what the terms are going to be. Sometimes, the bank does require additional money down, longer term, less payment, lower loan amount and/or a higher interest rate. These stipulations are from the bank that is lending the funds for the loan for our customer. The dealer does not dictate what those terms are going to be. If the customers choses not to sign a new contract meeting the banks requirements, then unfortunately the deal would have to be unwound. The customer would be required to return the vehicle and any down payment monies would be refunded (less any damage to the vehicle). If Mr. [redacted] does not wish to sign a new contract meeting the banks requirements. Sands will unwind the transaction, however the vehicle MUST be returned undamaged. Mr. [redacted] has been uncooperative in this matter. If Mr. [redacted] does not sign a contract meet the requirements of the lender and continues to refuse to return the vehicle, the dealer would be forced to take further actions to recover our vehicle. The dealer does not benefit in any way having to unwind a transaction with a customer. An unwind only puts additional miles, wear and tear and sometimes damage to the vehicle. If I can be of any further assistance to Mr. [redacted], he can contact me at ###-###-####or [redacted]@sandschevrolet.com . Just an update on Mr. [redacted] as well, he returned his vehicle yesterday (10/08/2015) and the transaction was cancelled.Sincerely,Cherie V[redacted]Sands Chevrolet, LLCOffice Manager?
I am in no way trying to create negative press. I get threatened by their employee and all I get is an apology and a manager telling me to come back to the place I was just threatened to take care of it. No thank you. I specifically stated the resolution I was looking for so Derek trying to say I am not willing to fix the problem is a complete lie. They should fix the problem they created in the first place without me having to be subjected to harassment or threats. Meaning I will not be going back personally to their dealership. If they would admit that they created the issue and are willing to fix the issue at no cost I will allow them to either come get my vehicle to be fixed or I will personally take it to another dealership.
We do appreciate the offer to buy back the vehicle, however after the vehicle check engine light was back on and the vehicle was not properly functioning we were forced to trade the vehicle in to another dealer as we needed a functioning automobile before we had heard a response from Sands. We do still feel that we deserve reimbursement for the vehicle repairs that were "completed" time and time again, as stated in the original complaint this stems from the motor mounts needing replacing 3 separate times, fuel injectors needing replacing 3 separate times and countless oil or gasket leaks. This amount totals upwards of 6050.00. It is my hope that we can come to some sort of compromise on this due to the fact that we received the trade or buy back offer too late. I am happy to attach a spreadsheet of repairs that were completed on the vehicle since 05/2013. As I expressed to Mr H[redacted] we are very dissatisfied with Chevrolet and general motors as a whole as we feel we were taken advantage of by the service department.
Tell us why here...Mr. [redacted] initially brought his 2003 Chevrolet Silverado with 154,583 miles in on 06/17/2015 with a complaint of an intermittent extended engine crank prior to starting. Upon inspection the certified diesel technician verified an external fuel leak from the water in fuel sensor...
located in the fuel filter housing. This external leak was causing the fuel line pressure to bleed down once the vehicle sat for awhile and therefore created an extended engine crank prior to starting from the loss of fuel pressure. This repair had to be made first before any further diagnosis could be made. Upon installing the new sensor along with a fuel filter the truck started normally and held normal fuel pressure. Upon Mr. [redacted] picking the vehicle up he contacted our service department the following day indicating that the vehicle’s engine quit running on the highway and would not restart. Upon towing in the vehicle the same certified technician found the high pressure fuel injection pump had failed and was not creating enough pressure. Upon further diagnosis the technician found a large amount of fuel in the engine oil and a high rate of fuel returning back to the fuel tank which indicates that one or more of the high pressure fuel injectors is partially clogged and creating an excess amount of pressure. When one side of a high pressure fuel injector nozzle is clogged it significantly increases the pressure of that injector (like putting your finger on the end of a garden hose to make it spray stronger). Upon speaking with Mr. [redacted] he was very upset about the price of the recommended repairs and felt that it should have been found during the diagnosis of the leaking sensor the previous day. We explained to Mr. [redacted] that the diesel fuel injection system requires over 1,000 pounds per square inch in order to start the truck and we only recommended what we actually found wrong at that time. Upon speaking with management the price was reduced significantly to assist Mr. [redacted] as a gesture of goodwill. Mr. [redacted] picked up his vehicle and all diesel fuel systems are and were operating normally. Mr. [redacted] brought his vehicle back in on 08/24/2015 with a concern that the battery & security light were illuminated on his instrument cluster. Mr. [redacted] was again upset that he was going to have to repair his vehicle for another failure and we offered as much empathy as possible however advised him that his was a completely different concern with his vehicle. Upon diagnosing the electrical concern the technician was unable to communicate with several of the onboard control modules. We advised Mr. [redacted] that we needed to start with the body control module as it was the most likely cause of the data line being down. We also advised Mr. [redacted] that upon performing a thorough inspection of his entire vehicle he had a hydraulic brake booster and two power steering lines leaking. Mr. [redacted] authorized the repairs and upon installing the body control module the technician was still unable to communicate with the onboard modules. Upon further diagnosis the technician found an aftermarket control box located behind the aftermarket radio that was failing and taking down the module data communication line. This box is designed to allow the factory steering wheel controls to operate the aftermarket radio. Mr. [redacted] was very unhappy that the body control module did not repair the vehicle and felt that we did not properly diagnose the vehicle. At that point we explained to Mr. [redacted] that upon our initial diagnosis we had advised him that we must first start with the body control module and that may not completely repair his concern. We also decided not to charge Mr. [redacted] for that module as we couldn’t justify it as a failed part. Mr. [redacted] ended up only paying the same labor quoted to replace the body control module although the technician had several more hours clocked in order to repair his truck. Mr. [redacted] spent several days in the meantime discussing the purchase of a new truck from our [redacted]dale location with the general manager [redacted]. Mr. [redacted] did not commit to purchasing a truck when he visited that Glendale location and therefore the trucked was offered to another client for sale. Upon Mr. [redacted] returning the following day to purchase the truck he was very upset to find out the truck was sold. The management team explained to Mr. [redacted] that he did not leave a deposit on the truck and did not even verbally commit to purchase the truck. Mr. [redacted] arrived unannounced to our service department in Surprise to pick up his truck. Upon inspecting his truck he again became very upset because his aftermarket radio was still disassembled from the truck. We explained to Mr. [redacted] that we did not hear back from him on whether he wanted to have the aftermarket control module replaced and therefore left the radio out. We quickly installed the radio and only charged Mr. [redacted] the initial labor quoted to replace the body control module although it was less than half of what it took to diagnose his concern. We have made very attempt to meet Mr. [redacted]’s expectations however we believe that he is frustrated with the fact that he had several expensive repairs that had to be incurred within a short period of time. Nothing further is owed to Mr. [redacted] at this time. Sincerely,[redacted]Sands Chevrolet, LLCService Director
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There was no complaint of "intermittent" engine crank. The complaint was "The truck does not start and the fuel gauge does not work properly". Once the mechanic "fixed" the external fuel leak, I was called and advised to pick up the truck. When I arrived the truck did not start and would not start. There was no extendended cranking time. The truck simply did not start. I returned a few days later and once again the truck did not start when I tried to leave. They kept my vehicle longer. This took about two weeks total. I finally got my truck to run and I drove it home where it again died on me and would not start. The truck was towed back to the dealership. At this point I was told the "certified diesel mechanic" had given up and they were going to try to have another one look at it. It was a couple days and I received a phone call stating to me that I needed new injectors, a new pump and something else replaced. I asked how this wasn't determined sooner and the answer I received was "We don't know". I was quoted a repair price of over $8000. I stated to the dealership I would need to look around and price that quote elsewhere as that was a lot of money. I found several shops who would do the work for $4500 and I told the dealer that. They immediately dropped the price to $5000. Trying to stay loyal to the dealership I agreed to that price with the condition that this was going to fix the engine and the fuel gauge that was not working. I was told "This is going to fix it". I also asked what else needed to be done, and questioned if it was worth spending the money on an older truck or if I should just cut my losses. I was told "The truck is in great shape otherwise and this will fix everything except for a leaking power steering line which could be fixed down the road. Indeed I was upset as the dealership had my truck for nearly three weeks and could not figure out what was wrong with the truck. Mr. [redacted] (whom by they way I was told no longer worked at the dealership) makes this out to sound like this process took just a couple of days when I reality it took several days and the entire time they kept saying they had fixed the problem and then when I showed up it was not fixed. I explained to them that I had to have a working fuel gauge as I haul a horse trailer with my small child and I could not risk running out of gas, and fuel burn with a trailer is much different than without.On 8/24 when I returned it was because my original complaint that the fuel gauge was not working was still valid and additional things on the console were also not working. Clearly there was still a problem that had not been fixed as requested by the dealership when I originally stated that the fuel gauge was not working.The dealership did replace a module because they said that was the problem. Then after they replaced it, that didn't fix the problem either so they threw more parts at the problem and stated it would be more money. I again questioned this as I had originally asked for them to fix the fuel gauge which was NEVER done. I was also told I had a leaking hydryobooster which was going to cost a a couple thousand more dollars to fix.At no time was I advised that they first needed to replace the body control module to move forward with diagnosis. I was told that was going to fix the problem. I continued to tell them that I did not want to dump thousands of more dollars into this truck. I had spent enough already. I'm not sure what steering wheel controls Mr. [redacted] is speaking of as my truck had NO steering wheel controls for the radio. And the radio, according to the manufactuer is not able to be controlled by stearing wheel controls thus it has a separate remote. Again Mr. [redacted] is blowing smoke.I'm not sure why I had to pay the labor for the BCM because that did not fix the problem. I was quoted a flat rate charge of $135 to diagnose the problem. I actually did not spend several days speaking with the Glendale Location about purchasing a new truck. I called the Glendale location in an effort to speak to an owner because the GM of Sands Surprise had cussed me out and I felt like I was getting a run around. In fact I had spoken with the Surprise location about purchasing a vehicle from them and I only went to Glendale when the truck advertised on their site was actually at the Glendale location. I looked at one truck in Surprise and then before making a purchase I went to the Glendale location to test drive that vehicle with the plans of having it transferred to Surprise.While at Glendale I drive the truck, and told the sales manager I would be back in the morning with my daughter to look at it. I had to measure the size of a hay bail to see if it would fit under the bed cover that was on that truck. I called ahead of time that follwoing morning, said I was on my way up to look at it with her and the sales man said great. When I arrived they informed me the truck had been sold. Interstingly it was parked on the lot and not where they park cars that are being driven or sold.I had previously agreed to make a decision on my truck by the Saturday that I was at the Glendale location. When that deal was dead I called Surprise, spoke to [redacted] in service and asked if my truck was ready and told him I was on my way to pick it up. I did not show up unannounced. In fact, [redacted] went out to my truck with me on the phone and started it up and said was ready to go. Again Mr. [redacted] things he can blow smoke and lie about these things but the facts are just that and my phone records can prove that I did call first.Upon arrival I was given the keys to my truck and I paid my fees agreed upon. When I went to the truck the radio was tore out of the dash and laying in the back seat.My frustration is that Sands Surprise failed to Adequately fix my truck, to adequately advise me that thousands of dollars of more work were needed to fix the fuel gauge problem, all the while knowing I was weighing purchasing a new vehicle or keeping this one. I was very clear to confirm that the original $5000 was going to fix everything minus the leaking hoses. I was told it would.I have since sold the truck to someone. He has found that that the break hydrobooster is working fine, but the truck had several things in the front end that needed fixed, which again were never told to me by the dealer as I kept asking them what else needs to be done... I said go through with a fine tooth comb and tell me everything. They failed miserably in diagnosing the problem (remember it took them almost three weeks to determine I needed injectors and a fuel pump) and they still didn't fix the fuel gauge. I was very clear about needing the gauge fixed as a determining factor on going through with any other repairs.Sands did not meet the obligations of this deal. Certainly they put some work and equipment on the truck, but they did not ever satisfactorily fix this truck.
Regards,
[redacted]
Our Sales Manager, [redacted], has been in contact with [redacted]. Sands has agreed to have Sands Chevrolet will be towing in [redacted]'s 2012 Dodge Grand Caravan to make all necessary repairs to the brakes and master cylinder. Sincerely,[redacted]Sands KiaGeneral...
sales Manager
We have tried to reach out to Mr. [redacted] in regards to his spare key and key fob. Denise A[redacted], our customer relations director, has left emails and a voicemail for Mr. [redacted] that his spare key and fob are ready to picked up. The spare key and fob would have to be picked up with the vehicle...
present so that the key and/or fob can be programed. This should resolve Mr. [redacted]'s concerns. We apologize for the delay in obtaining these items. Sincerely, Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
Revdex.com:
I have reviewed...
the response made by the business in reference to complaint ID 11961065, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Mr. and Mrs. [redacted] came back in on March 16, 2016 and we were able to find them a truck that better fit their needs and wants. The [redacted]'s left happy and concerns have been resolved.If you should have further questions and/or need additional information, please feel free to contact me at...
###-###-#### or [redacted]@sandschevrolet.com .Sincerely,Cherie V[redacted]Sands Chevrolet, LLCOffice Manager
Mr. [redacted] is coming in Friday May 19, 2017 to drop off his vehicle and pick up a like vehicle to drive in order to compare the noise. We will request a GM field service engineer to be dispatched to inspect Mr. [redacted] vehicle. This may take up to 30 days to occur depending on the engineer’s schedule. Derek H[redacted]Sands Chevrolet LLCService Director
Revdex.com:
I have reviewed the response made by the...
business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]