Re: ID # [redacted] To Whom It May Concern: On September 9, the customer had her Chevrolet Cruze serviced at our dealershipThe appointment was for a recall, state and emission inspection, an oil change and tire rotationDuring the state inspection the technician noticed two tires were unsafe and below the state minimum allowed on tread and our service advisor [redacted] informed the customer of the vehicle's tire conditionThe customer was not happy and did not feel she should be responsible for replacing the tires Looking into the service history of this vehicle we found the tires had only been rotated one time prior in 16,milesDespite the customer having exceeded the mileage for tire rotations, which is recommended at every oil change, I informed the customer that I would pro-rate her tires and with 16,miles on the vehicle General Motors would cover approximately 59% of the tire replacement costThe customer refused my offer and said: "This is [redacted] and I'm not paying for nothing"I explained to her that I was trying to help her and my offer was the best I could doI also gave her the phone number for General Motors Customer Assistance A few weeks had gone by when we were notified of the customer satisfaction survey she had completed and sent to General MotorsShe filled out the entire survey "Not Satisfied At All" and in the comments section she noted the following: "Will never buy from them again and I will also spread the word of how bad the customer service department isSocial medial is a wonderful tool!" I discussed this customer's case with the owner of the dealership and he agreed that I did everything I could to help the customerThe owner informed me we do not need customers that are going to bad mouth us/the dealership on social media when all we tried to do was assist her best we could The day after we received the negative and damaging survey the customer called me and said that she received a phone call from General Motors stating they would cover 59% of the tire replacement cost and she would be responsible for the difference of 41%pointed out to her that was the same offer I presented her three weeks earlierHer response was: "I will take you up on the offer, however, its [redacted] and I shouldn't have to pay for anything"That's when I told her General Motors informed us of the negative survey she submitted and informed her we did not want to do business with her anymore and the pro-rate offer of the tires was off the tableShe replied: "Your dealership are bunch of pieces of ***"At that time I ended the phone conversation by hanging up the phone I strongly believe that our dealership did everything possible to help this customer and it is our prerogative not to welcome her back to the dealershipTires are considered a 'wearitem and are not normally covered by any kind of warranty - especially when they are not maintained and regularly rotated Sincerely, [redacted] Service Manager Tom Clark Chevrolet
Re: ID # [redacted] To Whom It May Concern: On September 9, the customer had her Chevrolet Cruze serviced at our dealershipThe appointment was for a recall, state and emission inspection, an oil change and tire rotationDuring the state inspection the technician noticed two tires were unsafe and below the state minimum allowed on tread and our service advisor [redacted] informed the customer of the vehicle's tire conditionThe customer was not happy and did not feel she should be responsible for replacing the tires Looking into the service history of this vehicle we found the tires had only been rotated one time prior in 16,milesDespite the customer having exceeded the mileage for tire rotations, which is recommended at every oil change, I informed the customer that I would pro-rate her tires and with 16,miles on the vehicle General Motors would cover approximately 59% of the tire replacement costThe customer refused my offer and said: "This is [redacted] and I'm not paying for nothing"I explained to her that I was trying to help her and my offer was the best I could doI also gave her the phone number for General Motors Customer Assistance A few weeks had gone by when we were notified of the customer satisfaction survey she had completed and sent to General MotorsShe filled out the entire survey "Not Satisfied At All" and in the comments section she noted the following: "Will never buy from them again and I will also spread the word of how bad the customer service department isSocial medial is a wonderful tool!" I discussed this customer's case with the owner of the dealership and he agreed that I did everything I could to help the customerThe owner informed me we do not need customers that are going to bad mouth us/the dealership on social media when all we tried to do was assist her best we could The day after we received the negative and damaging survey the customer called me and said that she received a phone call from General Motors stating they would cover 59% of the tire replacement cost and she would be responsible for the difference of 41%pointed out to her that was the same offer I presented her three weeks earlierHer response was: "I will take you up on the offer, however, its [redacted] and I shouldn't have to pay for anything"That's when I told her General Motors informed us of the negative survey she submitted and informed her we did not want to do business with her anymore and the pro-rate offer of the tires was off the tableShe replied: "Your dealership are bunch of pieces of ***"At that time I ended the phone conversation by hanging up the phone I strongly believe that our dealership did everything possible to help this customer and it is our prerogative not to welcome her back to the dealershipTires are considered a 'wearitem and are not normally covered by any kind of warranty - especially when they are not maintained and regularly rotated Sincerely, [redacted] Service Manager Tom Clark Chevrolet