Tiny Tot Studios

Since 11/15 - we have brought the customer in and swapped out his Durastop brake pads with Original Manufacturer pads, solving the brake noise problem.  GM even has a bulletin that this noise may be common in certain vehicles, we have tried everything to resolve the issue, but believe the...

problem has be fixed as of now.  If it is not please let me know.

[redacted]This letter is in regards to a complaint filed with your office by [redacted].  She brought her car into have the break light replaced.  When she picked it up she said we scratched her car.  We were not sure if it happened here, but we fixed it anyway.  After we...

fixed the first scratch she claimed we scratched it again.  My Body Shop touched up the second scratch for her.She also claimed in her complaint that the car is 2 different colors.  She failed to mention that we did not do the work to her car that caused the 2 different colors.  She wrecked the car and had an independent Body Shop do all the work.  My Body Shop Manager pointed out this to her when she picked it up.We have done everything she asked us to do and then some.  She needs to take the car back to where she had it repaired, and address these issues with them.If you have any questions or need any additional information, feel free to call me at ###-###-#### Ext [redacted]Sincerely,
[redacted]Executive MangerCentury 3 Chevrolet###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I informed the service tech that the vehicle was a certified pre owned and that the vehicle was 2 weeks from when I purchased it. I also contacted the dealer where I bought it and they said all century 3 had to do since the vehicle wasn't in the data base yet was call [redacted] and verifie with them there service lead said his manager told him. that isn't century 3 responsibility and if I wouldn't agree to a service diagnostic fee then they wouldn't look at the car.  it was under warranty and I was not charged at another dealer for a fee. they looked at it and fixed the problems all free of charge.  the service lead was rude and a no it all.  also made me feel wow they wont even make a simple phone call to **  to make sure. that is totally unacceptable I will never buy another car from century 3 ever again  and to top it off I have bought 5 cars brand new from them.

I am writing in regards to a complaint filed with your office from [redacted].  Our standard policy requires customers to agree to pay a diagnostic fee to have there vehicle looked at.  We do NOT collect the fee upfront, nor do we charge the customer if it is a coverable item.  The...

diagnostic fee protects us from diagnosing a customers concerns, only to have them take it somewhere else for repairs.  Obviously, my Team was unable to communicate this properly with Mr. [redacted].We would have done the work at No charge as well, once it was determined to be covered by GM.  If you have any questions feel free to call me at ###-###-####.Sincerely,Gary [redacted]Executive ManagerCentury 3 Chevy2430 Lebanon Church RdWest Mifflin, Pa 15122###-###-#### (o)###-###-#### (f)

** This is preauthorized by the customer at the time they drop off any vehicle – in this case to pass PA state inspection the vehicle needed driven so that its internal computer would register that changes had been made to the software and or modules that we worked on. This is common, and customers can either take a vehicle home and drive it for a little to reset the flags, then return for their stickers – or we need to find the time to road test a vehicle long enough to do so ourselves.  Total mileage driven was 90miles and the vehicle in our care a total of 19 days while she was provided a loaner vehicle at no charge.    ** It was our determination that these issues were preexisting, and no action on our parts required.  As for a warranty, I am unaware of any warranty that would cover a mudflap that was damaged – it was also not the same corner of the car, one mudflap and a different wheel were scratched, again due to our daily experience with and around customer vehicles we determined this all to be pre-existing damage not caused by us.   We will always state to a customer over the phone if they have a concern to bring it in and let a manager look at it, because if it looks like something we DID cause we will ALWAYS repair/address that concern.  Again, we did not feel responsible. ** Chevrolet has called us and asked us to address her concerns, we asked them if they promised or would pay for any of these concerns, their response to us was that no promises are ever made by them only a promise to prompt a dealer to reply or address any concerns.     ** It was our belief that we did not cause this issue, but due to the area of the damage we DID agree to do a dent repair service on the vehicle.  I am/was under the impression that was completed, as an outside company comes in to do them, and schedule them.  If it has not been done, Mrs. Round is welcome to call [redacted] at [redacted] x [redacted] to set up this arrangement between her and the 3rd party repair company at our expense.  I would anticipate this matter to be resolved at this point, or the point the dent, if still needing repair, is repaired.

I have attached a screen shot from a recent email chain I had with my marketing director Kathy and website advocate Sean with CDK.   We had a glitch in the feed we were receiving from General Motors, as many dealers were.  General Motors has many offers that can not be combined with...

one another, and a feed out from their server wasn't recognizing us as opting into a compatibility filter, in turn we were relying on that feed to upload our best price but the incentives were not being filtered correctly.   As you can see in the attachment the problem has been resolved. I certainly did not mean to deceive the client in any way, as it was a software glitch, however if they would like to contact me directly I would be more than happy to extend an additional $500 discount from Century 3, on top of all GM discounts they qualify for, and provide them with a copy of the invoice to the vehicle they wish to buy upfront, to be as transparent as possible.  In essence, my dead cost, will lose $500, and give them any GM monies due.  If that works please let me know. I apologize for the format of this reply, and my contact information is below.   Regards,  Rich W[redacted]General ManagerCentury 3 Chevrolet[redacted]
[redacted]

Upon notification of this issue I called the customer, asked them what type of gift card they would like, and rather than $50, we mailed out that day a $100 Target gift card.  I apologize for the mix up.