Thorobred Chevrolet, Inc.

I spoke to our sales person *** *** and he recalls delivering the new Silverado To *** *** home in 2011, but neither Mr*** or any of our other managers recall any contact about a missing spare tire soon after thedelivery.We do a lot of business with *** ***
and I contacted *** ***’s Management and I told them I would supply them with a spare for this vehicle if Ally would refund any associated charges for the missing spareAs a goodwill gesture *** ***’s Management has agreed to send *** *** a refund for the spare and any associated charges.I apologize no one had responded to *** *** concerns about the spare tire in the pastIf *** *** needs a replacement vehicle I will give her pricing as a goodwill gesture below the employee price I would pay and I also encourage her to contact me and I will assist her resolve any future concerns.Sincerely,*** ***Vice President

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowDespite what the Vice President states, I have a thorough knowledge of vehicles, having worked in a mechanic shop for many years as well as working on my personal racing vehicleI can assure you that I know the damage water can do to a vehicle and this truck has never been, nor will ever be submerged in high waterIf this vehicle had been "submerged in high water" as they state, the insurance company would have found water damage in many other areas of the vehicle, including the engine and transmission, as well as the floorThey found no evidence of ANY water damageAfter I reported the insurance company's findings to the warranty company they reviewed the file and approved the claim within minutesI worked with the same gentleman that spoke with the mechanic at Thorobred and he is the one that spoke with his supervisors and took care of this issueTo find out that Thorobred has again contacted them and tried to cause problems with our extended warranty is very distressing to meIf any other claims are denied at this point, I can only see this as Thorobred's attempt to further undermine usIf our extended warranty is no longer going to be honored because of Thorobred, I would like the amount we paid for the warranty refunded as wellAdditionally my mechanic inspected the vehicle BEFORE Thorobred and saw no indications of any water damageHe removed the canister and no water came out of it or anywhere elseI have been working with the same mechanic for years and they have been extremely honest and helpful, especially during this whole processThey would have told us they saw water and they would have repaired the vehicle themselvesInstead they indicated that the PCM was something that was covered under the warranty and we wouldn't have to pay the $deductible if we took it to a dealerThey choose to give away business and money because it was the right thing to doI also took this vehicle to another dealership where they determined the same problems as my mechanicThey stated they did not see any evidence of water damage as wellI would appreciate if Thorobred would cease in contacting our extended warranty company and stop causing us further problems than they already haveThis has been a nightmare for us that should have never happen and I find Mr***'s response to be as rude and disrespectful as the rest of our experience with this dealershipI have attached our letter from the insurance company regarding the denial for water damage and I have attached the invoice from our mechanic, showing their diagnosis.Sincerely, *** ***

RE: Better Business Complaint ID #*** *** *** vs Thorobred Chevrolet Ms*** *** indicated in her complaint to your office that her power steering was going out when she brought her Chevrolet Cobalt with 91,miles into our Thorobred Chevrolet service department on
12-12-One of our service technicians found that the steering column was failingOur service consultant notified Ms*** about the failing power steering column and quoted her a price for the repair and Ms*** agreed to the repair of the steering columnOur service department replaced the failing steering column and Ms*** paid for the repair and drove awayMs*** drove her car for another miles when she came back to our service department for an oil change on 1-10-with no mention of a continuing problem with the steering columnMs*** continued to drive her car another 1,miles when she again came to our service department with another steering complaint on 2-26-One of our service technicians found that the steering column part that we replaced in December was failing again, which was an unusual failure for this replacement part in such a short period of timeWe replaced the failing steering column part again under out parts warranty at no charge to Ms***Ms*** continued to drive another miles after the second steering column repair until 3-9-when she brought her car to our service department with another steering related complaintOur servicedepartment provided Ms*** with a no charge loaner car so one of our technicians could diagnose and recommend a repairThis time our technician found that the battery, which appeared to be the original factory battery that came with the car, did not pass a load test and had a code that indicated thebattery was starting to fail, which was causing the car’s electric power steeringmotor to fail intermittentlyThe failing battery was not related to the original steering column repairsAs a goodwill gesture we offered Ms*** our employee pricing for a new battery with no charge for the diagnosis and the battery laborShe declined that offer because she thought this new repair was the cause of the original steering concernsWe tried to explain that the original steering column had been defective and that the battery starting to fail was adifferent problemWe also explained we loaned her a car at no charge and were not charging her for any diagnostic or labor related to the battery repair and we suggested that she go to another repair facility for a second opinionWe tried to explain that if she did go to another repair facility she may be charged for their diagnostic time and that if she did not accept our goodwill employee pricing battery and no labor charge offers she would probably be paying a lot more for the battery repair at another service departmentMs*** walked away and did not want to listen when I tried to tell her that when the battery finally failed it could leave her stranded which might require an additional towing expense. The original steering column repairs were needed because Ms*** drove over 2,miles after the original steering column replacement without any steering concerns until the same part failed again, which we replaced under our no charge parts warrantyThe current battery load test failure Is a different concern and therefore Ms*** is not due the $refund she is requesting If Ms*** wants her car repaired we will still honor the employee pricing goodwill offer we made for the battery with no charge for the related laborBatteries usually fail in to years in the extreme Arizona heat and if the battery in her year old car is the original battery and is starting to fail she will continue to experience intermittent electric power steering failure because the battery is not maintaining the proper charge and may be left stranded when the battery finally fails. Sincerely, *** ***Vice PresidentThorobred Chevrolet, Inc

*** *** stated in her recent response that I had written that her vehicle had been"submerged in water" when I had written that "the vehicle was in high water"There is a vent under the vehicle by the frame and during heavy rains or high water vehicle driving thru high water and or potentially the right wave or splash of water can enter the vent and move to the evap purge valve and the charcoal canister, which is why she originally brought her truck to our service departmentWater just needs to get high enough to reach and enter the vent by the frameDuring heavy rains we have othercustomers vehicles that periodically have water intrusion that was the cause of Ms.Rodriguez's initial truck repair diagnosis.If *** *** was incorrectly telling the insurance inspector and her mechanic that I said her vehicle was submerged then I can understand why they would say it was never submergedNo water needs to enter the cab, it just needs to be as high as the frame wher the vent is.*** *** originally stated in her original complaint that our company "just lie in general to rip customer's off" and the only reason I contacted the *** Insurance Company was for verification of what really happenedAs long as *** *** does not continue to make accusations I will not need to contact the Insurance Company to verify that what I am stating is the truth.*** *** has an excellent *** Extended Service Contract that will pay for valid claims wherever she chooses to have here vehicle serviced, but if she does not want the*** Extended Service Contract she can contact *** and they will issue her a prorated refund for the unexpired portion of her contract.It is unfortunate that *** ***, her mechanic, and her insurance inspector were no tall present when our technician poured the water out of the parts but that is what caused the problem that *** ***'s mechanic ultimately repaired, and due to the insurance company's processing error *** *** did not have to pay for the repair. Thorobred Chevrolet made the correct original diagnosis that was the cause of the check engine light and did nothing wrong so I ask that your office close this complaint

*** *** had her Chevrolet Equinox with 98,miles towed into Thorobred Chevrolet on or about 4-7-after our Service Department closedIt appears this is the first time Ms*** has brought her Equinox to Thorobred Chevrolet's Service DepartmentThe reason the Equinox was towed in was
because it would not start and Patty one of our Service Consultants tried to contact Ms*** multiple times and left messages for Ms*** to call Patty backMs*** and Patty kept trying to call each other multiple times and did not reach each other so Patty gave Ms*** Patty's personal cell phone number so it would be easier for Ms*** to reach Patty.They finally connected and Ms*** approved the repair of her vehicle's faulty ignition relay switchThe repair was completed and Patty gave Ms*** a goodwill discount which brought the repair bill to only $Ms*** paid for the repair and picked her vehicle up on or about 4-15-15, and evidently the repair was satisfactory because we have not heard from either Ms*** or you office.The ignition switch failure on Ms***'s Equinox was due to use and the age of the vehicle and was not caused by Thorobred ChevroletBoth Ms*** and Patty just kept missing each other every time they tried to contact each other and Patty made multiple attempts to contact Ms*** to try to talk to Ms*** about the repair of her EquinoxI tried to respond to the Revdex.com complaint but the system would not accept a response so I am sending my response in this email.Please contact me if you need any additional information, or close this case with a satisfactory resolution if there are no additional concerns related to this matter.Sincerely,John ***Vice PresidentThorobred Chevrolet***

*** *** did purchase the *** *** that was involved in this repair at Thorobred Chevrolet and brought the vehicle to our service department for a check engine light repair as documented on the attachment repair order copy number *** dated 9-16-One of
our senior certified technicians checked the evap purge valve and the charcoal canister and as he removed them water poured out of the lines and the components were full of waterThe water in the parts would only occur if the vehicle was in high waterThe service consultant then called the *** *** *** to get an approval for the repair and *** declined the repair because of the circumstances that were the cause of the repairWe get paid about the same amount for customer or insurance to do repair work and very little when we only diagnose and don't make a repair. There is no reason we would say the parts were full of water if they weren't. We would much rather see an insurance company pay for a qualifying repair than have the customer pay for the repair, but we are not going to misrepresent the diagnosis for the repair to an insurance company to gain a repair job.Our Service Director contacted the *** *** *** again today to find out why they authorized and paid for this repair when the *** claims office originally declined this repair for our service department*** indicated that when the *** claims office originally declined this repair for our service department their representative made a mistake on the new claim and failed to look at the entire file and the original diagnosis and authorized and paid the claim in error.I am sure *** *** has no knowledge of what causes a vehicle to malfunction, as is the case with most customers when the vehicles are as complicated as they are today. There was no intent on the part of Thorobred Chevrolet to "rip this customer off" as *** *** claimsThe third party insurance inspector did not see the vehicle in the original conditionOur original diagnosis was correct*** ***'s mechanic was able to repair the vehicle and the mechanic processed and got paid for a claim that was due to insurance company error that also resulted in her not having to pay for the repair herselfThorobred Chevrolet made the correct original diagnosis that was the cause of the check engine light and did nothing wrong so I ask that your office close this complaint. Sincerely,*** ***Vice PresidentThorobred Chevrolet, Inc

Mr. [redacted] came in to purchase a 2014 used Chevrolet Camaro we recently reduced the price to $16,598 and that was the initial price we told him the vehicle would be and that it would Not Be Certified at that price because of a recent price drop. We disclosed this at the time of the original...

negotiation and our web site stated - The GM Certified used warranty extension is optional, and may be an additional cost depending on the sale price. Mr. [redacted] signed the initial worksheet number 1 in the attachment for the $16,598 amount and initialed under Not Certified before he went to the finance department to do the final paperwork. Mr. [redacted] wanted the GM Certification and the price was increased by $462 to $17,060 to cover part of the additional cost of the GM Certification warranty and he signed the second worksheet number 2 and finalized the paperwork to purchase the car. Prior to receiving this complaint we had already issued our check number 91444 on 6-30-16 for $295.46 which included the $151.44 refund for the plate credit due on his 2009 Ford Truck trade-in and an over estimate for the plates Camaro on the retail purchase order. The salesperson indicated he was frustrated that even though the salesperson thought he had disclosed everything on the original worksheet number 1 the customer signed indicating the car was initially sold as Not Certified, and the salesperson should not have acted the way he did and we have counseled the salesperson about his behavior. I apologize to Mr. [redacted] and his wife for the salesperson's behavior which was wrong and for anything we did not make clear during the process to create the misunderstanding with the certification and the pricing. Sincerely, John S[redacted] General Manager Thorobred Chevrolet, Inc   Attachments cc:file

RE: [redacted] 2007 Chevrolet Cobalt vin# [redacted]It appears Ms. [redacted] is not satisfied with my original response to her initial complaint and I want to emphasize we did our best to repair her car and we did nothing wrong. It is unfortunate and beyond our control that the initial part we installed in early December 2014 failed again and we had to do a no charge warranty repair in February 2015 to correct the initial part failure. Her battery was starting to fail the last time she was here which was causing her current concern with her car.Ms. [redacted] has a 2007 eight year old car with 94,000 plus miles on it and as with any older high mileage car various parts of the car will eventually fail and the owner should expect additional maintenance expense as a car ages. Therefore since we have done nothing wrong we will not be issuing any repair refunds for prior work we did correctly to repair mechanical failures on Ms. [redacted]'s aging high mileage car.Sincerely,[redacted]Vice President Thorobred Chevrolet, Inc.

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.  Seeing as how places like auto zone will replace a battery for free any day, the good will offer is a joke and in no way replaces the $830 I paid for not having my issue fixed.  I have escalated the issue to GM's corporate customer complaint center, and have also reviewed info on several power steering recalls GM has done on Chevy Cobalts.  I will also be filing a complaint with the attorney general's office and pursing legal action if the situation is not rectified.
Regards,
[redacted]

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. Although I have to disagree with the "phone tag" comment, I was never given Patty's personal phone number, I was always transferred to her voicemail. It was later discovered that Patty was calling the wrong number which I didn't understand because she called me twice and left 2 messages on the number I left with the dealership. I can easily provide a call long from my phone company and show how many times and what numbers I called to reach Patty. Besides that comment I am very satisfied with the service and I have written several good reviews about my experience with the dealership on multiple review sites such as Yelp. I was very pleased with the service department manager, he was polite and met me half way with repairs. I wasn't expecting anything, I just wanted my car back and the department went above and beyond assisting me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Mrs. [redacted] and her husband [redacted] purchased the new 2015 Chevrolet Tahoe from Thorobred Chevrolet on 3-1-14. The [redacted] have been to our service department several times for concerns related to the entertainment systems and some other components in the Tahoe and our service department...

repaired the components that were causing the concerns. Some of the electronic concerns the [redacted] described to our service department were intermitent and and our service department was unable to duplicate the concern while the Tahoe was here so we were not able to complete a repair. The [redacted] contacted Chevrolet to have Chevrolet repurchase the Tahoe and Chevrolet declined to repurchase the Tahoe.The Tahoe has been a very good product that is covered by an excellent 3 year or 36,000 mile bumper to bumper warranty and a 5 year or 100,000 mile powertrain warranty and our service department will continue to do our best to resolve any future concerns with the Tahoe as long as we can duplicate or diagnose the concern. If the [redacted] are interested in trading out of the Tahoe for a different vehicle I would give them the best goodwill deal I could on the trade-in and purchase of another vehicle. The [redacted] had 28,825 miles on the Tahoe  when it was in for service on 6-15-15 and the current bumper to bumper warranty expires at 36,000 miles. If the [redacted] decided to keep the Tahoe I would be willing to sell them an extended service contract at our employee cost to minimize any future repair expense.Sincerely,[redacted]Vice PresidentThorobred Chevroletcc: file

Mr. [redacted] came in to purchase a 2014 used Chevrolet Camaro we recently reduced the price to $16,598 and that was the initial price we told him the vehicle would be and that it would Not Be Certified at that price because of a recent price drop. We disclosed this at the...

time of the original negotiation and our web site stated - The GM Certified used warranty extension is optional, and may be an additional cost depending on the sale price. Mr. [redacted] signed the initial worksheet number 1 in the attachment for the $16,598 amount and initialed under Not Certified before he went to the finance department to do the final paperwork. Mr. [redacted] wanted the GM Certification and the price was increased by $462 to $17,060 to cover part of the additional cost of the GM Certification warranty and he signed the second worksheet number 2 and finalized the paperwork to purchase the car. Prior to receiving this complaint we had already issued our check number 91444 on 6-30-16 for $295.46 which included the $151.44 refund for the plate credit due on his 2009 Ford Truck trade-in and an over estimate for the plates Camaro on the retail purchase order. The salesperson indicated he was frustrated that even though the salesperson thought he had disclosed everything on the original worksheet number 1 the customer signed indicating the car was initially sold as Not Certified, and the salesperson should not have acted the way he did and we have counseled the salesperson about his behavior. I apologize to Mr. [redacted] and his wife for the salesperson's behavior which was wrong and for anything we did not make clear during the process to create the misunderstanding with the certification and the pricing. Sincerely, John S[redacted] General Manager Thorobred Chevrolet, Inc   Attachments cc:file

RE: Better Business Complaint ID #[redacted] vs Thorobred Chevrolet Ms. [redacted] indicated in her complaint to your office that her power steering was going out when she brought her 2008 Chevrolet Cobalt with 91,647 miles into our Thorobred Chevrolet service...

department on 12-12-14. One of our service technicians found that the steering column was failing. Our service consultant  notified Ms. [redacted] about the failing power steering column and quoted her a price for the repair and Ms. [redacted] agreed to the repair of the steering column. Our service department replaced the failing steering column and Ms. [redacted] paid for the repair and drove away. Ms. [redacted] drove her car for another 946 miles when she came back to our service department for an oil change on 1-10-15 with no mention of a continuing problem with the steering column. Ms. [redacted] continued to drive her car another 1,449 miles when she again came to our service department with another steering complaint on 2-26-15. One of our service technicians found that the steering column part that we replaced in December was failing again, which was an unusual failure for this replacement part in such a short period of time. We replaced the failing steering column part again under out parts warranty at no charge to Ms. [redacted]. Ms. [redacted] continued to drive another 456 miles after the second steering column repair until 3-9-15 when she brought her car to our service department with another steering related complaint. Our servicedepartment provided Ms. [redacted] with a no charge loaner car so one of our technicians could diagnose and recommend a repair. This time our technician found that the battery, which appeared to be the original factory battery that came with the car, did not pass a load test and had a code that indicated thebattery was starting to fail, which was causing the car’s electric power steeringmotor to fail intermittently. The failing battery was not related to the original steering column repairs. As a goodwill gesture we offered Ms. [redacted] our employee pricing for a new battery with no charge for the diagnosis and the battery labor. She declined that offer because she thought this new repair was the cause of the original steering concerns. We tried to explain that the original steering column had been defective and that the battery starting to fail was adifferent problem. We also explained we loaned her a car at no charge and were not charging her for any diagnostic or labor related to the battery repair and we suggested that she go to another repair facility for a second opinion. We tried to explain that if she did go to another repair facility she may be charged for their diagnostic time and that if she did not accept our goodwill employee pricing battery and no labor charge offers she would probably be paying a lot more for the battery repair at another service department. Ms. [redacted] walked away and did not want to listen when I tried to tell her that when the battery finally failed it could leave her stranded which might require an additional towing expense. The original steering column repairs were needed because Ms. [redacted] drove over 2,000 miles after the original steering column replacement without any steering concerns until the same part failed again, which we replaced under our no charge parts warranty. The current battery load test failure Is a different concern and therefore Ms. [redacted] is not due the $828.93 refund she is requesting.  If Ms. [redacted] wants her car repaired we will still honor the employee pricing goodwill offer we made for the battery with no charge for the related labor. Batteries usually fail in 3 to 4 years in the extreme Arizona heat and if the battery in her 7 year old car is the original battery and is starting to fail she will continue to experience intermittent electric power steering failure because the battery is not maintaining the proper charge and may be left stranded when the battery finally fails. Sincerely,  [redacted]Vice PresidentThorobred Chevrolet, Inc.

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.

The last time we took my vehicle in we spoke to a salesman about trading it in and he offered us $7,000 less for a trade than the other dealerships we have spoken with. And when my husband asked him about that he stated "well , the vehicle has issues". We were both stunned! We love the vehicle that's why we have kept trying to stay with Chevy. My car has been in the shop 12 times in a little over a year. It's  a $66,000 vehicle, I have had to miss time from work and my kids activities because of this vehicle. We believe an extended warranty should be given to us. I have owned several vehicles and this dealership has the worst customer service I have ever seen. 

Regards,

Mr. [redacted] is correct that the total price of the Highlander including sales tax and other fees was $11,485.64. The price of the Highlander itself was $9,898.55, which was part of the $11,485.64 total price. The $9,898.55 price we quoted Mr. [redacted] was less that the correct $9,995.00 price of this vehicle and was intended to be a goodwill price, which was less than our employee price. Mr. [redacted] mentioned in his letter to you that he saw the CRV and the Highlander on the internet and came to our dealership based on what he saw on the internet. The price of the Highlander was correct on the internet at $9,995.00 and thru an error was painted incorrectly at $6,995.00. When our Sales Manager was discussing this matter with Mr. [redacted] Mr. [redacted] then offered to pay $6,000.00 for the Highlander. The Sales Manager declined Mr. [redacted]'s offer, apologized for the painting error and removed the incorrect painted price from the vehicle soon after Mr. [redacted] left.There was no fraud involved as Mr. [redacted] indicates. The vehicle would have been painted either that day or the day before and it was not discovered until Mr. [redacted] looked at the Highlander. This was a simple painting error on one of about 175 used vehicles in our inventory and nothing more. This error was corrected soon after Mr. [redacted] left. I apologize again for our error and I am still willing to extend our goodwill employee pricing offer on other non-limited production vehicles in our vehicle inventory if Mr. [redacted] is still in the market for a good new or used vehicle. Sincerely,[redacted]Vice PresidentThorobred Chevrolet

8-16-15 Revdex.com Attn: Dispute Resolution Consultant RE: Complaint ID# [redacted] Ms. [redacted] brought her 2010 Impala into our service department for the first time on 6-26-15 for an oil change service and part of our service is a no charge multi point visual...

inspection of  every vehicle that takes just a couple of minutes to make sure the components are either functioning properly as well as safe to drive. For example tires are checked for excess ware and correct pressure and air filters are checked to make sure they are clean and will function properly. I have told the service department I always want the no charge multi point inspection done on every vehicle for our customer's safety as well as the potential liability for our dealership if we neglected to notify our customers of any potentially unsafe conditions. I am sure that is why they did the inspection even when Ms. [redacted] did not want it done. During the inspection we do not loosen battery hold downs so I am not sure what happened with that but we could have correctly reinstalled the air cleaner, which we want to correct. Any time a vehicle comes in for service we also check for any open recalls and we discovered there was an open recall in which GM requires the two ignition key openings be modified to complete and close the recall. Ms. [redacted] only had one of her two keys and we told her we could complete the recall when she brought in the second key so we could repair both of her keys at the same time to complete and close the recall. Since the [redacted] would have to come back with both keys to complete the recall we told them we would check and correct the air cleaner at that time. The [redacted] did not want to come back and one of our Managers set up a time to go to their location to check and correct and correct any installation concerns with the air cleaner. Just before leaving our Manager called the [redacted] to confirm he was on his way and the [redacted] indicated it was not a good time and would need to reschedule and we have not heard from them since. I apologize if we incorrectly installed the air filter. Since the [redacted] are close by we will still send someone out to check and correct the air filter installation and possibly complete the recall on both keys if they will contact any of our Service Managers or me  at ###-###-#### to set up a mutually agreed time during our Monday thru Friday business hours. Sincerely,  [redacted] General Manager Thorobred Chevrolet Business phone ###-###-#### cc: File

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.  Seeing as how places like auto zone will replace a battery for free any day, the good will offer is a joke and in no way replaces the $830 I paid for not having my issue fixed.  I have escalated the issue to GM's corporate customer complaint center, and have also reviewed info on several power steering recalls GM has done on Chevy Cobalts.  I will also be filing a complaint with the attorney general's office and pursing legal action if the situation is not rectified.

Regards,

RE: [redacted] 2007 Chevrolet Cobalt vin# [redacted]It appears Ms. [redacted] is not satisfied with my original response to her initial complaint and I want to emphasize we did our best to repair her car and we did nothing wrong. It is unfortunate and beyond our control that the initial part we installed in early December 2014 failed again and we had to do a no charge warranty repair in February 2015 to correct the initial part failure. Her battery was starting to fail the last time she was here which was causing her current concern with her car.Ms. [redacted] has a 2007 eight year old car with 94,000 plus miles on it and as with any older high mileage car various parts of the car will eventually fail and the owner should expect additional maintenance expense as a car ages. Therefore since we have done nothing wrong we will not be issuing any repair refunds for prior work we did correctly to repair mechanical failures on Ms. [redacted]'s aging high mileage car.Sincerely,[redacted]Vice President Thorobred Chevrolet, Inc.

[redacted] stated in her recent response that I had written that her vehicle had been"submerged in water" when I had written that "the vehicle was in high water". There is a vent under the vehicle by the frame and during heavy rains or high water vehicle driving thru high water and or potentially the right wave or splash of water can enter the vent and move to the evap purge valve and the charcoal canister, which is why she originally brought her truck to our service department. Water just needs to get high enough to reach and enter the vent by the frame. During heavy rains we have othercustomers vehicles that periodically have water intrusion that was the cause of Ms.Rodriguez's initial truck repair diagnosis.If [redacted] was incorrectly telling the insurance inspector and her mechanic that I said her vehicle was submerged then I can understand why they would say it was never submerged. No water needs to enter the cab, it just needs to be as high as the frame wher the vent is.[redacted] originally stated in her original complaint that our company "just lie in general to rip customer's off" and the only reason I contacted the [redacted] Insurance Company was for verification of what really happened. As long as [redacted] does not continue to make false accusations I will not need to contact the Insurance Company to verify that what I am stating is the truth.[redacted] has an excellent [redacted] Extended Service Contract that will pay for valid claims wherever she chooses to have here vehicle serviced, but if she does not want the[redacted] Extended Service Contract she can contact [redacted] and they will issue her a prorated refund for the unexpired portion of her contract.It is unfortunate that [redacted], her mechanic, and her insurance inspector were no tall present when our technician poured the water out of the parts but that is what caused the problem that [redacted]'s mechanic ultimately repaired, and due to the insurance company's processing error [redacted] did not have to pay for the repair. Thorobred Chevrolet made the correct original diagnosis that was the cause of the check engine light and did nothing wrong so I ask that your office close this complaint.

I spoke to our sales person [redacted] and he recalls delivering the new Silverado To [redacted] home in 2011, but neither Mr. [redacted] or any of our other managers recall any contact about a missing spare tire soon after thedelivery.We do a lot of business with [redacted]...

[redacted] and I contacted [redacted]’s Management and I told them I would supply them with a spare for this vehicle if Ally would refund any associated charges for the missing spare. As a goodwill gesture [redacted]’s Management has agreed to send [redacted] a refund for the spare and any associated charges.I apologize no one had responded to [redacted] concerns about the spare tire in the past. If [redacted] needs a replacement vehicle I will give her pricing as a goodwill gesture below the employee price I would pay and I also encourage her to contact me and I will assist her resolve any future concerns.Sincerely,[redacted]Vice President