General Motors out of warranty policies were followed prior to any of the said repairs being performedGeneral Motors out of warranty policy calculator was used to determine if any goodwill assistance would be providedGeneral Motors agreed to cover half of the repair costs as a goodwill offer to
the customerThe customer also agreed to these terms before repairs were performedThere is no evidence that the repairs made in this instance were related to any prior concernsTom Henry Chevrolet has no obligation to absorb any costs not covered by the manufacturers expressed factory warranty or costs not covered by any additional goodwill assistance.Tom H***PresidentTom Henry Chevrolet
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Throughout this entire process I felt I, the customer was the one diagnosing the problem with my vehicle and not the service department at Tom Henry Chevrolet. Considering they're the professionals, I was the one steering them to my cylinder head gasket concerns from the beginning. I'm fluent with automotive repairs and based on all the research I did and testing I performed there was no other option other than a cylinder head gasket. I continued to get pushed back on saying we have to follow GM protocol. The point of the matter is now that the gaskets have been replaced and the problem is now magically back in working order, why should the customer be responsible for 50% of the repair bill. Based on the response from Tom H*** himself, it's clear the vehicle was in for service for the same issue multiple times while the vehicle was within the warranty period. Yet, it took until the vehicle warranty expired to complete the head gasket job. The service department never asked me to replicate the issue or I would have gladly done that with a technician. The Parts department is the one that sold me the parts and didn't include the hoses needed which caused another visit to the service department. Then in the response, Gary the Service Manager pointed out where the issue was with the head gasket between cylinders & and now in the response they're saying there was no signs of gasket damage. It sounds like Tom H*** needs to get his stories straight with his management team prior to responding to this complaint. Lastly, they performed the same coolant test multiple times without any failures, it sounds like they need to revisit their testing procedures as the failed head gasket was the issue all along. In addition, they had my truck taken apart already when they informed me I had to cover 50% of the costs. At no point was this discussed when making the appointment the day after Thanksgiving, when I dropped it off or during my first discussion with Gary regarding the parts order. I spoke to Gary on many occasions prior to making this appointment for the repair as he kept giving me excuses that he was speaking to a new GM representative and he was going to get this figured out for me. It's clear based on the time line and the number of visits for the same issue Tom Henry delayed the inevitable in diagnosing the head gasket issue on my vehicle. I'm confident this was done to prevent GM from covering the bill under factory warranty. It's difficult to accept a company as large as General Motors and Tom Henry Chevrolet would do this to save the company a warranty claim
Regards,
*** ***
*** ***Revdex.com3/19/2018in Response to ID ***5/18/MilesCustomer concern was that vehicle was leaking coolant externallyThere were no external coolant leaks found at this timeFurther diagnosis found that coolant was leaking internally in one of the EGR coolersBoth coolers were replaced as a precautionary measureThere was no charge to the customer as this was a warranty claim filed through General Motors.6/29/MilesCustomer stated that the vehicle was leaking coolant from around the coolant system overflow bottleDuring inspection of concern, the condition was not able to be duplicatedA technical service bulletin issued by General Motors was discovered that described a similar conditionThe bulletin advised that if this similar concerned was experienced, that replacement of the overflow bottle and hoses may correct the issueThe customer was advised of this bulletin, but repairs were denied since the repair was not covered under the terms of the powertrain warrantyThere was no charge to the customer for this serviceThe customer returned to the dealership at a later time to purchase the parts only to perform the technical bulletinAs a goodwill to the customer, the parts needed for the repair were sold to the customer at dealer cost.12/28/MilesCustomer stated that coolant was coming out of coolant overflow bottleThe customer questioned if this could be from a failed cylinder head gasketTesting of the coolant system was performed with emphasis on the possibility of a failed cylinder head gasketThe condition was not duplicated and all test passed with no sign of cylinder head gasket failure. The only definitive way to conclude that a cylinder head gasket has failed is through disassembly of the engine to physical inspect the gasketThere was absolutely not enough evidence through testing to necessitate disassembly of the engine for physical inspectionGeneral Motors warranty guidelines for dealers explicitly states that performing unnecessary repairs and/or replacing parts that are later found to be non-defective is cause for dealer chargeback for the entire repairThere was no charge to the customer for this service.6/20/MilesThe customer stated that pressure was building in the engines cooling systemCustomer also stated that of the coolant system heater hoses that were installed by the customer for the prior technical service bulletin did not seem to be the correct fitCoolant system testing was performed again with no failing resultsThe coolant system pressure did not surpass the standardBoth heater hoses were replaced as wellThere was no charge to the customer for this service.12/04/MilesCustomer stated that coolant was coming out of the cooling system overflow bottle and was most noticeable when towing a heavy trailerThe condition was not duplicated and cooling system tests performed again showed no failuresThe customer insisted that a failed cylinder head gasket was the causeWe again informed the customer that there was not enough evidence to further disassemble the engine to check for a failed gasket, but the customer did not agreeAt this point, we contacted General Motors to see if any consideration and assistance would be given to disassemble the engine to look for a failed cylinder head gasketGeneral Motors agreed to cover 50% of the cost to replace the cylinder head gasketsWe informed the customer of this assistance offered by GM and the customer agreed to the termsWe disassembled the engine to inspect the gaskets and positively no failure was found with either one of the gasketsBoth gaskets were replaced and the engine reassembledThe customer at this point felt that his portion of the repair should be covered by the dealershipConsidering all of circumstances involved, the dealership does not agree that it was liable for any of the costs incurred since this was an agreement between the customer and General Motors.Thomas * H*** Pres. Tom Henry Chevrolet
Revdex.com:
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.
Tom Henry responded by saying "There is no evidence that the repairs made in this instance were related to any prior concerns". Unfortunately that's a false statement as all the repairs and visits to the dealership evolved around the same issue. The vehicle was loosing antifreeze and it was evident thru the supplied videos and pictures it was being released thru the overflow reservoir of the vehicle and spraying down the side. Excessive coolant system pressure was the only focused upon area through the communication with Tom Henry and nothing further. EGR Coolers, overflow bottles and hoses were replaced throughout this process without any success.
Regards,
[redacted]
General Motors out of warranty policies were followed prior to any of the said repairs being performedGeneral Motors out of warranty policy calculator was used to determine if any goodwill assistance would be providedGeneral Motors agreed to cover half of the repair costs as a goodwill offer to
the customerThe customer also agreed to these terms before repairs were performedThere is no evidence that the repairs made in this instance were related to any prior concernsTom Henry Chevrolet has no obligation to absorb any costs not covered by the manufacturers expressed factory warranty or costs not covered by any additional goodwill assistance.Tom H***PresidentTom Henry Chevrolet
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Throughout this entire process I felt I, the customer was the one diagnosing the problem with my vehicle and not the service department at Tom Henry Chevrolet. Considering they're the professionals, I was the one steering them to my cylinder head gasket concerns from the beginning. I'm fluent with automotive repairs and based on all the research I did and testing I performed there was no other option other than a cylinder head gasket. I continued to get pushed back on saying we have to follow GM protocol. The point of the matter is now that the gaskets have been replaced and the problem is now magically back in working order, why should the customer be responsible for 50% of the repair bill. Based on the response from Tom H*** himself, it's clear the vehicle was in for service for the same issue multiple times while the vehicle was within the warranty period. Yet, it took until the vehicle warranty expired to complete the head gasket job. The service department never asked me to replicate the issue or I would have gladly done that with a technician. The Parts department is the one that sold me the parts and didn't include the hoses needed which caused another visit to the service department. Then in the response, Gary the Service Manager pointed out where the issue was with the head gasket between cylinders & and now in the response they're saying there was no signs of gasket damage. It sounds like Tom H*** needs to get his stories straight with his management team prior to responding to this complaint. Lastly, they performed the same coolant test multiple times without any failures, it sounds like they need to revisit their testing procedures as the failed head gasket was the issue all along. In addition, they had my truck taken apart already when they informed me I had to cover 50% of the costs. At no point was this discussed when making the appointment the day after Thanksgiving, when I dropped it off or during my first discussion with Gary regarding the parts order. I spoke to Gary on many occasions prior to making this appointment for the repair as he kept giving me excuses that he was speaking to a new GM representative and he was going to get this figured out for me. It's clear based on the time line and the number of visits for the same issue Tom Henry delayed the inevitable in diagnosing the head gasket issue on my vehicle. I'm confident this was done to prevent GM from covering the bill under factory warranty. It's difficult to accept a company as large as General Motors and Tom Henry Chevrolet would do this to save the company a warranty claim
Regards,
*** ***
*** ***Revdex.com3/19/2018in Response to ID ***5/18/MilesCustomer concern was that vehicle was leaking coolant externallyThere were no external coolant leaks found at this timeFurther diagnosis found that coolant was leaking internally in one of the EGR coolersBoth coolers were replaced as a precautionary measureThere was no charge to the customer as this was a warranty claim filed through General Motors.6/29/MilesCustomer stated that the vehicle was leaking coolant from around the coolant system overflow bottleDuring inspection of concern, the condition was not able to be duplicatedA technical service bulletin issued by General Motors was discovered that described a similar conditionThe bulletin advised that if this similar concerned was experienced, that replacement of the overflow bottle and hoses may correct the issueThe customer was advised of this bulletin, but repairs were denied since the repair was not covered under the terms of the powertrain warrantyThere was no charge to the customer for this serviceThe customer returned to the dealership at a later time to purchase the parts only to perform the technical bulletinAs a goodwill to the customer, the parts needed for the repair were sold to the customer at dealer cost.12/28/MilesCustomer stated that coolant was coming out of coolant overflow bottleThe customer questioned if this could be from a failed cylinder head gasketTesting of the coolant system was performed with emphasis on the possibility of a failed cylinder head gasketThe condition was not duplicated and all test passed with no sign of cylinder head gasket failure. The only definitive way to conclude that a cylinder head gasket has failed is through disassembly of the engine to physical inspect the gasketThere was absolutely not enough evidence through testing to necessitate disassembly of the engine for physical inspectionGeneral Motors warranty guidelines for dealers explicitly states that performing unnecessary repairs and/or replacing parts that are later found to be non-defective is cause for dealer chargeback for the entire repairThere was no charge to the customer for this service.6/20/MilesThe customer stated that pressure was building in the engines cooling systemCustomer also stated that of the coolant system heater hoses that were installed by the customer for the prior technical service bulletin did not seem to be the correct fitCoolant system testing was performed again with no failing resultsThe coolant system pressure did not surpass the standardBoth heater hoses were replaced as wellThere was no charge to the customer for this service.12/04/MilesCustomer stated that coolant was coming out of the cooling system overflow bottle and was most noticeable when towing a heavy trailerThe condition was not duplicated and cooling system tests performed again showed no failuresThe customer insisted that a failed cylinder head gasket was the causeWe again informed the customer that there was not enough evidence to further disassemble the engine to check for a failed gasket, but the customer did not agreeAt this point, we contacted General Motors to see if any consideration and assistance would be given to disassemble the engine to look for a failed cylinder head gasketGeneral Motors agreed to cover 50% of the cost to replace the cylinder head gasketsWe informed the customer of this assistance offered by GM and the customer agreed to the termsWe disassembled the engine to inspect the gaskets and positively no failure was found with either one of the gasketsBoth gaskets were replaced and the engine reassembledThe customer at this point felt that his portion of the repair should be covered by the dealershipConsidering all of circumstances involved, the dealership does not agree that it was liable for any of the costs incurred since this was an agreement between the customer and General Motors.Thomas * H*** Pres. Tom Henry Chevrolet
Revdex.com:
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.
Tom Henry responded by saying "There is no evidence that the repairs made in this instance were related to any prior concerns". Unfortunately that's a false statement as all the repairs and visits to the dealership evolved around the same issue. The vehicle was loosing antifreeze and it was evident thru the supplied videos and pictures it was being released thru the overflow reservoir of the vehicle and spraying down the side. Excessive coolant system pressure was the only focused upon area through the communication with Tom Henry and nothing further. EGR Coolers, overflow bottles and hoses were replaced throughout this process without any success.
Regards,
[redacted]