Transwest Trucks, Inc.

Complaint: ***
I am rejecting this response because: I was told by *** I could clear all the rest of my personal property from my old truck anytime the truck would be in the lot for 3-weeksI returned to the dealership approximately weeks after the sale to finally receive my truck back from service the third time and tried to get my spare key and key fob I was promised and I was informed my truck had already been sold to wholesale and my personal property had been cleared out and I am out of luckI was told by *** I was given plenty of time to get my belongings from truck and there's nothing he could doI am completely appalled at the lack of customer service this deers hip has shownI will never bring my business to transwest again
Sincerely,
*** ***

*** *** concern was caused by a Software malfunction incurred by the outside new vehicle online pricing service, ***" that we use***" automatically deducts the current manufacturer's incentives from our online pricesUnfortunately, upon *** *** visit to our dealership to
purchase the new Buick Envision referenced, we discovered that the ***" new vehicle pricing software had malfunctioned and added an additional rebate not offered by the manufacturerBecause of this malfunction, the vehicle was inaccurately pricedWe communicated this to *** *** and apologized for the mistake and inconvenience that it causedWe reviewed all similar vehicles on our website and determined that it Was the only vehicle mispricedWe have notified our vehicle pricing Software Company, ***" of the discrepancy, fixed this malfunction, and will continue to monitor its accuracy." There was clearly no intent to be deceptive or misleading with our online advertising

Initial Business Response /* (1000, 6, 2015/10/20) */
Mr. [redacted] brought vehicle to our dealership on July 20,2015 at 8:30 a.m. He requested an Oil and Filter Change. He told us that he had just purchased the vehicle (from another dealership), and asked us to top off all fluids. He also asked...

us to check his fuel filter for restrictions, to see if it needed to be replaced. He also asked us to quote him on removing the brush guard from the front of the vehicle. We performed a Multi-Point vehicle inspection as a courtesy included with his Oil Change Service. This inspection is a static visual inspection. The visual inspection did not show the need for any additional maintenance. The Repair Order number from that date is XXXXXXX, and the mileage was 99431.
Customer returned with the vehicle on August 3rd, with a check engine light on, and the customer reported that the vehicle was dying. Our diesel technician found the vehicle was setting 5 diagnostic codes at that time. The diagnostic codes led the technician to find that a high pressure fuel pump was failing. This fuel pump was replaced under GM Factory warranty at no cost to the customer. We also replaced EGR cooler gaskets to satisfy one of the other diagnostic codes. That repair was also covered by warranty. The Repair Order number on that date was XXXXXXX, and the mileage was 99720. During the course of this repair, while road testing the vehicle after replacing the fuel pump, one diagnostic code continued to appear. This code led the technician to find that the turbo fan blades were damaged due to dirt ingestion. The turbo needed to be replaced, and that repair was not covered under the GM factory warranty. The cost of the turbo replacement was partially covered by the dealership that sold the customer the truck [redacted] of Longmont). The selling dealer agreed to pay for the labor charges, and the customer agreed to pay for the parts associated with the repair. The Repair Order number for this repair is XXXXXXX, and the mileage was 99743.
In conclusion, the vehicle serviced is a 2012 Chevrolet Silverado with over 99000 miles on it. The vehicle was purchased used from [redacted] in Longmont, and was originally brought to us for an Oil Change and complimentary multi-point visual inspection. During this original visit, the customer did not mention any driveability concerns, or check engine light warnings. The customer never mentioned us performing a "pre-purchase" vehicle inspection, when he initially brought the vehicle in for an Oil Change, nor did he pay for any type of inspection.
Our Service Manager, [redacted] spoke on the phone with Mr. [redacted] on October 19th, and offered to diagnose any additional service needs without charge. The customer profanely declined that offer.

It is my understanding that the issues with the truck have been solved. We have had the truck in to repair any known problems.  I know that the customer has spoken with our Service Manager, [redacted], and I don't believe that the customer is having any more problems with the vehicle....

 Thank You,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

We are sorry that we are not able to satisfy this customer.

Complaint: [redacted]
I am rejecting this response because: I was told by the salesman [redacted] that the truck would be there for 2-3 weeks and I could come back and get my belongings anytime because it was snowing as I stated in my original complaint. I have gotten nothing but lies and empty promises from all the staff I have dealt with. I was told different stories by everyone I dealt with from service to sales and even management. I will never bring any of my business to transwest again.
Sincerely,
[redacted]

[redacted] concern was caused by a Software malfunction incurred by the outside new vehicle online pricing service, [redacted]" that we use. [redacted]" automatically deducts the current manufacturer's incentives from our online prices. Unfortunately, upon [redacted] visit to our dealership to purchase the new Buick Envision referenced, we discovered that the [redacted]" new vehicle pricing software had malfunctioned and added an additional rebate not offered by the manufacturer. Because of this malfunction, the vehicle was inaccurately priced. We communicated this to [redacted] and apologized for the mistake and inconvenience that it caused. We reviewed all similar vehicles on our website and determined that it was the only vehicle mispriced. We have notified our vehicle pricing Software Company, [redacted]" of the discrepancy, fixed this malfunction, and will continue to monitor its accuracy." There was clearly no intent to be deceptive or misleading with our online advertising.

Complaint: [redacted]
I am rejecting this response because: nothing has ever been suggested to make this bad deal right. There was no resolution offered to make me a satisfied customer as advertised with their "satisfaction guarantee".
Sincerely,
[redacted]

We held the customer's trade in vehicle for a week, to allow him to come back for any items left in the trade in.  The vehicle was then sold. We don't know why he didn't remove his belongings at the time he traded the vehicle in.  We are happy to provide a missing key, or key fob, or both, if the customer desires.  We have done our best to ensure that the customer's vehicle is as represented, and willl continue to try to satisfy any future service needs.