Initial Business Response /* (1000, 12, 2015/05/11) */
No prior body damage was disclosed to us upon purchasing this unit nor on the auto check report, of which is ran on every unit sold. Our understanding from the customer is of a very slight discoloration on the bumper, which all parties...
involved, did not detect. This discoloration does not constitute prior body damage. This was purchased as a pre-owned unit, and as such, there is no way to sell a pre-owned unit in new condition.
Initial Consumer Rebuttal /* (3000, 14, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had that conversation with Pinagar before. I do not agree.
My car is available for examination!
My only option is to end my 20 years of business with [redacted] and buy my cars elsewhere in the futrure.
Thank you for your assistance.
Final Business Response /* (4000, 19, 2015/05/26) */
GM has spoken with consumer and when the consumer gets back in town he is coming by our store to discuss a resolution.
Final Consumer Response /* (2000, 21, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/02/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pinegarchevrolet.com
Mr. [redacted] had his 2004 SSR towed in due to engine overheating and not being able to keep coolant in the system. Customer added...
water to get vehicle to dealership - requested a cooling system service to resolve his concern. A Mstr. Tech. diagnosed and found the bottom of the radiator wet and recommended to replace the thermostat, since not knowing how high the temp of the engine had gotten.
Customer had vehicle in previously 1 time over a year ago for electrical concern and fuel tank issue. He paid for the diagnosis on the electrical but the fuel tank repairs were paid for by GM special policy at no charge to the cst.
The Serv. consultant only recommended the obvious and warranted repairs to the SSR, which he discussed with said owner, who elected to have the repairs performed - factory GM parts were ordered. The next day, Mr. [redacted] elected to pickup the vehicle and pay a reduced price from what he was quoted at the beginning of the process. We did not give Mr. [redacted] an opinion or any advice over the phone regarding the concerns, we believe it to be better business practice to do an honest diagnosis here in our facility. We pride ourselves in not doing unneeded repairs.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told I had a hole in the radiator by [redacted] (514).He did not mention the thermostat be replaced,but did tell me the radiator needed to be replaced because it had a hole in it.At that time I told him to go ahead with that diagnosis.The next morning I did some research,and found that the quote he gave me was much higher than another shop in towns quote for a radiator replacement,and that I should check the thermostat.I decided to pick my SSR up,and do that.I replaced the thermostat and that fixed the overheating issue.I talked with a different rep at Pinegar the Sat, am I picked up my SSr,and he told me [redacted] had ordered a new radiator and a thermostat for my SSR.Mr.[redacted] did tell me I needed a new radiator and that it would cost a total of 1200.00 dollars for the parts and labor.The radiator did not have a hole in it.I do believe Mr. [redacted] was charging me for a radiator and labor I did not need.
Final Business Response /* (4000, 12, 2017/04/17) */
Mr. [redacted] had his 2004 SSR towed in due to the engine overheating and not being able to keep coolant in the system. Customer was adding water to the system to try and get the vehicle to the dealership and was requesting a cooling system service to resolve the overheating concern.
We had a Master Certified Technician diagnosis the SSR. He found the bottom of the radiator wet and recommended the thermostat due to not knowing how high the temperature of the engine had gotten.
The Service Consultant only recommended the obvious and needed repairs to his SSR. Everything was reviewed with Mr. [redacted] and elected to have the repairs completed and factory GM parts were ordered. Mr. [redacted] was provided a rental vehicle free of charge that normally goes for $45.00 a [redacted]. The next [redacted] on a Saturday Mr. [redacted] elected to pick up his vehicle and we split the diagnostic charge from what he was quoted at the beginning of process for his satisfaction due to the service consultant and technician not working on that [redacted] to review with Mr. [redacted] again.
Again we did not give an opinion or advice over the phone regarding the issues with the truck without inspecting the vehicle. We always try to do right for customers and going over and beyond. We appreciated the opportunity to try and serve Mr. [redacted].
To move on with this situation, I will have a check mailed to Mr.[redacted].
Thank you.
Final Consumer Response /* (2000, 14, 2017/04/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2016/11/08) */
Mr. [redacted] was told that we would "buff and touch up scratches" on the [redacted] at a date after the sale. Mr. [redacted] came in a few weeks later on appointment, knowing that he would be sitting there waiting for 30 minutes to an hour...
to have this accomplished. Once he arrived, we took his vehicle and put it to the front of the line so that our Vender could begin buffing/touching up the [redacted]. After approximately 30 to 45 minutes the car was brought back around to the front of the building. Mr. [redacted] went outside, walked around and began to tell the salesman ([redacted]) that this was a poor job, shoddy workmanship and not was he was promised. (I'm leaving out the foul language.) [redacted] brought his dissastisfaction to my attention to which I went and talked to the vender about the car. He told me that the customer had confronted him on the lot earlier and was expecting a complete wetsand/ body workover. I then went back to Mr. [redacted] and explained that since my vendor was unable to satisfy him with "buffing and touching up the scratches" that I would not pay him (the vendor) but instead give Mr. [redacted] the $** this job requires. He then commenced in telling us that he couldn't but the supplies for that amount of money. He told us several times that it took him 10 hours to buff out his motorcycle. He pointed out that he made $**/hour and wanted to know if we would pay him $[redacted] to do it himself? We argued there for several minutes about him wanting the whole car done from tip to tail; where I argued we only agreed to buff and touch up the scratches. At one point I offered to have my bodyshop get involved and buff and touch up the scratches. I asked him though, if they didn't do the entire car tip to tail would he actually be happy? Which he said no. He proceeded to tell us that he would just tell everyone he knows never to buy a car here and how underhanded we were. (Holding out the vulgarity again.)
In my opinion Mr. [redacted] HAD to have known that the "buff" job he wanted could not possibly have been done in one hour if (in his words) it took 10 hours just to do a motorcycle!! In 15 years here at Pinegar I have never agreed to buff/wetsand and entire vehicle to a customer's satisfaction, (which I stated to Mr. [redacted] several times.) I understand he wasn't happy with the vendor's work which is why my offer of the bodyshop was on the table. However, Mr. [redacted] made it clear that if the ENTIRE car wasn't done his way, he wouldn't be happy. At that point, with him declining the $** offer, the bodyshop offer and our apologies for his misunderstanding of "buff and touch up scratches" there wasn't anything we could do for Mr. [redacted].
Sincerely,
[redacted]
The customer was told we would buff and touch up scratches on his car at a date after the sale. He came in a few weeks later on appointment, knowing that he would be sitting there waiting for 30 minutes to an hour to have this accomplished. Once he arrived, we took his vehicle and put it to the fron tof the line so that our vendor could begin buffing/touching up the [redacted].
After 30-45 minutes the car was brought back around to the front of the building. Mr. [redacted] went outside, walked around and began to tell the salesman this was a poor job and not what he was promised. His dissatisfaction was brought to my attention to which I talked to the vendor about the car. The vendor said the customer confronted him earlier and was expecting a complete wetsand/body workover. Not feeling we could satisfy the customer we offered to pay him $** to cover the work the vendor had performed. He stated he couldn't buy the supplies for that and it would take 10 hours for him to do the job completely. We argued for several minutes about him wanting the car done from tip to tail, to which we had agreed only to buff and touch up scratches. We offered to have out body shop buff and touch up the scratches, but he said that would not make him happy. He stated he would just tell everyone he knows never to buy a car here and how underhanded we were, all the while using very foul language. We believe the customer knew the 'buff' job he wanted could not have been done in an hour. Our company has never agreed to buff/wetsand an entire vehicle, which we indicated to the customer. We understand he isn't happy with the vendor, thus our offer of our body shop work, which he declined, stating if the whole car wasn't done this way, he wouldn't be happy. With him declining the $** and the body shop involvement and our apology for his misunderstanding of 'buff and touch up scraches', there was nothing further for us to offer.
Initial Business Response /* (1000, 12, 2015/05/11) */
No prior body damage was disclosed to us upon purchasing this unit nor on the auto check report, of which is ran on every unit sold. Our understanding from the customer is of a very slight discoloration on the bumper, which all parties...
involved, did not detect. This discoloration does not constitute prior body damage. This was purchased as a pre-owned unit, and as such, there is no way to sell a pre-owned unit in new condition.
Initial Consumer Rebuttal /* (3000, 14, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had that conversation with Pinagar before. I do not agree.
My car is available for examination!
My only option is to end my 20 years of business with [redacted] and buy my cars elsewhere in the futrure.
Thank you for your assistance.
Final Business Response /* (4000, 19, 2015/05/26) */
GM has spoken with consumer and when the consumer gets back in town he is coming by our store to discuss a resolution.
Final Consumer Response /* (2000, 21, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/02/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pinegarchevrolet.com
Mr. [redacted] had his 2004 SSR towed in due to engine overheating and not being able to keep coolant in the system. Customer added...
water to get vehicle to dealership - requested a cooling system service to resolve his concern. A Mstr. Tech. diagnosed and found the bottom of the radiator wet and recommended to replace the thermostat, since not knowing how high the temp of the engine had gotten.
Customer had vehicle in previously 1 time over a year ago for electrical concern and fuel tank issue. He paid for the diagnosis on the electrical but the fuel tank repairs were paid for by GM special policy at no charge to the cst.
The Serv. consultant only recommended the obvious and warranted repairs to the SSR, which he discussed with said owner, who elected to have the repairs performed - factory GM parts were ordered. The next day, Mr. [redacted] elected to pickup the vehicle and pay a reduced price from what he was quoted at the beginning of the process. We did not give Mr. [redacted] an opinion or any advice over the phone regarding the concerns, we believe it to be better business practice to do an honest diagnosis here in our facility. We pride ourselves in not doing unneeded repairs.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told I had a hole in the radiator by [redacted] (514).He did not mention the thermostat be replaced,but did tell me the radiator needed to be replaced because it had a hole in it.At that time I told him to go ahead with that diagnosis.The next morning I did some research,and found that the quote he gave me was much higher than another shop in towns quote for a radiator replacement,and that I should check the thermostat.I decided to pick my SSR up,and do that.I replaced the thermostat and that fixed the overheating issue.I talked with a different rep at Pinegar the Sat, am I picked up my SSr,and he told me [redacted] had ordered a new radiator and a thermostat for my SSR.Mr.[redacted] did tell me I needed a new radiator and that it would cost a total of 1200.00 dollars for the parts and labor.The radiator did not have a hole in it.I do believe Mr. [redacted] was charging me for a radiator and labor I did not need.
Final Business Response /* (4000, 12, 2017/04/17) */
Mr. [redacted] had his 2004 SSR towed in due to the engine overheating and not being able to keep coolant in the system. Customer was adding water to the system to try and get the vehicle to the dealership and was requesting a cooling system service to resolve the overheating concern.
We had a Master Certified Technician diagnosis the SSR. He found the bottom of the radiator wet and recommended the thermostat due to not knowing how high the temperature of the engine had gotten.
The Service Consultant only recommended the obvious and needed repairs to his SSR. Everything was reviewed with Mr. [redacted] and elected to have the repairs completed and factory GM parts were ordered. Mr. [redacted] was provided a rental vehicle free of charge that normally goes for $45.00 a [redacted]. The next [redacted] on a Saturday Mr. [redacted] elected to pick up his vehicle and we split the diagnostic charge from what he was quoted at the beginning of process for his satisfaction due to the service consultant and technician not working on that [redacted] to review with Mr. [redacted] again.
Again we did not give an opinion or advice over the phone regarding the issues with the truck without inspecting the vehicle. We always try to do right for customers and going over and beyond. We appreciated the opportunity to try and serve Mr. [redacted].
To move on with this situation, I will have a check mailed to Mr.[redacted].
Thank you.
Final Consumer Response /* (2000, 14, 2017/04/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2016/11/08) */
Mr. [redacted] was told that we would "buff and touch up scratches" on the [redacted] at a date after the sale. Mr. [redacted] came in a few weeks later on appointment, knowing that he would be sitting there waiting for 30 minutes to an hour...
to have this accomplished. Once he arrived, we took his vehicle and put it to the front of the line so that our Vender could begin buffing/touching up the [redacted]. After approximately 30 to 45 minutes the car was brought back around to the front of the building. Mr. [redacted] went outside, walked around and began to tell the salesman ([redacted]) that this was a poor job, shoddy workmanship and not was he was promised. (I'm leaving out the foul language.) [redacted] brought his dissastisfaction to my attention to which I went and talked to the vender about the car. He told me that the customer had confronted him on the lot earlier and was expecting a complete wetsand/ body workover. I then went back to Mr. [redacted] and explained that since my vendor was unable to satisfy him with "buffing and touching up the scratches" that I would not pay him (the vendor) but instead give Mr. [redacted] the $** this job requires. He then commenced in telling us that he couldn't but the supplies for that amount of money. He told us several times that it took him 10 hours to buff out his motorcycle. He pointed out that he made $**/hour and wanted to know if we would pay him $[redacted] to do it himself? We argued there for several minutes about him wanting the whole car done from tip to tail; where I argued we only agreed to buff and touch up the scratches. At one point I offered to have my bodyshop get involved and buff and touch up the scratches. I asked him though, if they didn't do the entire car tip to tail would he actually be happy? Which he said no. He proceeded to tell us that he would just tell everyone he knows never to buy a car here and how underhanded we were. (Holding out the vulgarity again.)
In my opinion Mr. [redacted] HAD to have known that the "buff" job he wanted could not possibly have been done in one hour if (in his words) it took 10 hours just to do a motorcycle!! In 15 years here at Pinegar I have never agreed to buff/wetsand and entire vehicle to a customer's satisfaction, (which I stated to Mr. [redacted] several times.) I understand he wasn't happy with the vendor's work which is why my offer of the bodyshop was on the table. However, Mr. [redacted] made it clear that if the ENTIRE car wasn't done his way, he wouldn't be happy. At that point, with him declining the $** offer, the bodyshop offer and our apologies for his misunderstanding of "buff and touch up scratches" there wasn't anything we could do for Mr. [redacted].
Sincerely,
[redacted]
The customer was told we would buff and touch up scratches on his car at a date after the sale. He came in a few weeks later on appointment, knowing that he would be sitting there waiting for 30 minutes to an hour to have this accomplished. Once he arrived, we took his vehicle and put it to the fron tof the line so that our vendor could begin buffing/touching up the [redacted].
After 30-45 minutes the car was brought back around to the front of the building. Mr. [redacted] went outside, walked around and began to tell the salesman this was a poor job and not what he was promised. His dissatisfaction was brought to my attention to which I talked to the vendor about the car. The vendor said the customer confronted him earlier and was expecting a complete wetsand/body workover. Not feeling we could satisfy the customer we offered to pay him $** to cover the work the vendor had performed. He stated he couldn't buy the supplies for that and it would take 10 hours for him to do the job completely. We argued for several minutes about him wanting the car done from tip to tail, to which we had agreed only to buff and touch up scratches. We offered to have out body shop buff and touch up the scratches, but he said that would not make him happy. He stated he would just tell everyone he knows never to buy a car here and how underhanded we were, all the while using very foul language. We believe the customer knew the 'buff' job he wanted could not have been done in an hour. Our company has never agreed to buff/wetsand an entire vehicle, which we indicated to the customer. We understand he isn't happy with the vendor, thus our offer of our body shop work, which he declined, stating if the whole car wasn't done this way, he wouldn't be happy. With him declining the $** and the body shop involvement and our apology for his misunderstanding of 'buff and touch up scraches', there was nothing further for us to offer.