The Home Styler

Complaint: [redacted] I am rejecting this response because:1-The Sales Manager originally ADMITTED that there was a problem and that they had found a similar documented caseSo that is a direct contradiction to their latter claim that this is operation.2-The loaner vehicle (Terrain) did NOT have the same flickering issue with the lights.3-The more recent issue with the interior panel lighting going out is obviously connected to the original problem, which indicates that something is not functioning properly in the electrical system.4-The Sales Manager spoke directly to the MS State Trooper who confirmed that there was something wrong with the headlights and that it needed to be corrected.5-The dealer's own driver who delivered the vehicle admitted that something was wrong with the lights.NONE of these previously stated items were addressed in the dealer's response Furthermore, I have consulted with a local GM dealer who also said that this is NOT proper operation and that it presents a safety issue Lastly, we have video of the extreme changes in the lights These are the facts Regards, [redacted]

We agree that our website should have reflected the part was was low of stock and not immediately availableWe have notified our website provider and this issue should be resolved going forwardWe have already reimbursed the shipping cost back to the consumer and would be willing to do a complete
refund of the part and still ship him this part free of charge for his inconvenience if he is willing to dismiss the caseWe have apologized for the inconvenience it has caused and have taken action to prevent it from happening again in the futureWe hope this can be resolved in a timely fashion and will await further instructions

We are sadden to hear of the rejected response, we wholeheartedly are attempting to right your current situationAs for the reasons for you rejection, we do not have any Buick Terrain loaner vehicles, of the state trooper, the driver, and the general sales manager, none of them have any technical training through the General Motors technical service school nor do they have any obligation to the statutes set forth in the General Motors warranty guidelinesThe trained personnel whose responsibilities are verifying a warranty concern as well as the General Motors representatives that enforce the rules have all been involved with your vehicle and deemed the headlamps as "operating as normal"Again, we have not looked into any issue with the interior lights blinking and if you are willing to show our technicians the issue we will be more than happy to try to resolve any manufacture defectsWe at Rogers Dabbs can only act within the requirements set by the General Motors corporation when it comes to the warranty processWe also are tolerable of any other General Motors motors dealership completing any warranty repairs that are necessary on your vehicleYour issue with the headlamps is not something that Rogers Dabbs has to ability to repair due to General Motors telling us that it is a conditionWe could replace every component in the system and it would act they same wayIf you have an issue with the GM product please call the customer assistance center at 1-*** Thank you, *** ***

I am writing in response to case# [redacted] about “product issues” with Mr. [redacted]’s vehicle. I have been involved with this complaint from its origination all the way through the case with General Motors in which any aforementioned product issues were deemed normal operation by GM through...

its District Manager Aftersales and its Regional Manager Aftersales for the South Central region. General Motors case SR# [redacted] originated through GM customer Assistance center (see attachments) as a complaint in which in GM’s words, Mr. [redacted] stated “there is a headlamp concern which is considered to be normal” and he would like assistance out of the vehicle. Due to the fact he does not fall under the specifications set for assistance out of the vehicle and that the condition is considered normal I have included all supporting repair orders where no repair attempts have been made nor any abnormal conditions verified. Rogers Dabbs Chevrolet has addressed each concern with Mr. [redacted] and have at his request put nearly 70 miles on his vehicle during times of the day in which are not normal to our operation in order to facilitate his particular complaints. We have had not only the GM certified technician (shop foreman) but also the Service Manager, General Sales Manager, The General Manager which is also the Dealer Principal, and myself drive and or inspect this vehicle to our fullest capabilities to ensure proper safety and operation of this vehicle. The 2015 GMC Terrain is equipped with halogen projection lighting; this lighting has a definitive light/dark line at the top of lighted viewing area. When traveling over a dip or bump in the road it causes this definitive line to move up and down rapidly mimicking a flicker effect to the driver and or oncoming traffic if unaware of this particular vehicles lighting structure. This vehicle went through a rigorous used car inspection process prior to purchase and no abnormal lighting issues were notated at that time. We have made multiple attempts to ensure that if there were any issues with Mr. [redacted]’s vehicle that we get to the bottom of them and resolve it. General Motors states under their Warranty Guidelines article 1.2.1.1 – “Adjustments and Wear Items 1) GM Passenger Cars and Light Duty Trucks Adjustments needed on passenger cars and light duty trucks to correct defects in material or workmanship are covered under the bumper-to-bumper coverage except for wheel alignment/ b[redacted]ce which is covered after 500 miles and before 7500 miles only.” Without there being a defect present or a defective component able to be identified there represents no actions that can be taken by the dealer. We at Rogers Dabbs Chevrolet have gone above and beyond trying to ease any burden on Mr. [redacted] by willingly coming to get his vehicle, returning his vehicle directly to him, working before and after normal business hours, and involving “Aftersales Management” with GM to verify whether there was a defect present or not. I am apologetic to the fact that Mr. [redacted] is unhappy with the functions of the product he purchased but his allegations of Rogers Dabbs Chevrolet to avoid any type of repair process for a defect are untrue in nature. With all the amenities we have extended to Mr. [redacted] I am saddened to hear of his dissatisfaction with the product as well as way he was treated. The staff and Management at Rogers Dabbs Chevrolet treats every individual that enters our door with the highest level of courtesy and respect. We are willing to accommodate in any reasonable way we can, but when what is asked of our staff is unreasonable and the complaint is taken above our authority directly to General Motors then it is in our interest to follow the precedent of the same resolution set by General Motors. Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. If the business will provide the part at no cost to me I will withdraw my complaint.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1-The Sales Manager originally ADMITTED that there was a problem and that they had found a similar documented case. So that is a direct contradiction to their latter claim that this is normal operation.2-The loaner vehicle (Terrain) did NOT have the same flickering issue with the lights.3-The more recent issue with the interior panel lighting going out is obviously connected to the original problem, which indicates that something is not functioning properly in the electrical system.4-The Sales Manager spoke directly to the MS State Trooper who confirmed that there was something wrong with the headlights and that it needed to be corrected.5-The dealer's own driver who delivered the vehicle admitted that something was wrong with the lights.NONE of these previously stated items were addressed in the dealer's response.  Furthermore, I have consulted with a local GM dealer who also said that this is NOT proper operation and that it presents a safety issue.  Lastly, we have video of the extreme changes in the lights.   These are the facts.
Regards,
[redacted]