Tru-Gas

*** ***s spoke to the customer time when the fiance was here dropping off the Tahoe for XZILON paint sealant and some minor paint imperfection corrections.He spoke to Mr *** on the fiances cell phone for approximately minutesThey discussed how we would wet sand and take care of the paint issues on the TahoeIt was decided on that phone call to not paint all the areas except the left corner of the bumper that had a scratchThat work was performed and it was finished when it was picked up from the body shopThe customer stated it looked like nothing had been done when in fact we wet sanded the areas he was concerned with and painted the left bumper corner.Attached are the repair order and check in sheet that show when we added XZILONThe finaces signature is clearly on both papers.The reason the customer was here is because they had set up an appointment to have the XZILON installed as it was. Thank you*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Im aware my signature is in the contract but [redacted] did not tell me about the additional cost. On the day I got it he told us all about him working a DJ job and he hardly got any sleep. I signed because I assumed it was like buying any other car. This is my 3rd new car and I know the process. I just didn't know that [redacted] was being dishonest and not telling me the details of the contract. I should add Ive never been involed in any situation like this. I also have a cancelation paper signed by [redacted] for a refund of the optional insurance. The bank has not received the money for that refund. Buying the truck with you guys has been the worst experince. I wish you would take responsibility for your bad staff ([redacted]) he made a mistake and I wish he would be honest. I was not alone, my friend and I could testify [redacted] did NOT tell me my different options for the payments. I signed thinking everything was part of the deal, not that I was paying extra. 
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The vehicle was brought in ONLY for the repair of surface scratches and nibs on the paint. The work order my fiancée signed DID NOT have instructions to install the XYLON onto the vehicle as I had specifically spoke with the Body Shop Manager, [redacted], and told him that I DID NOT want the XYLON installed until after I was satisfied with the repairs of the surface scratches and nibs on the paint of the vehicle. We had a lengthy conversation about the paint issues and how I wanted it repaired. He assured me that nothing else would be done except the repair of one of the nibs, which would be done with a small sanding machine that was a size of a dime and the buffing of the surface scratches. Once one of the nibs was repaired, I was supposed to have inspected it to see if I wanted them to repair the rest of the nibs I found on the paint in the same manner. When we went to pick up the vehicle, which they held for almost a week, the body shop service person (I do not recall his name, but his desk is the first desk on the left when entering the body shop office and he drives a motorcycle) was not able to explain to us what work was finished on the vehicle because when I pointed out that it looked like nothing was done he said that he could not explain because he did not know. He could not find the work order and Mr. [redacted] was not in the office to assist us.
I do not know what work order they are looking at or claim to have because there was never an appointment set-up to install the XYLON.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Look I understand all that but I never went into that body shop to ask for his personal opinion at all, of course my car is going to have miles it is a 2006 and thanks to his "personal opinion" comment the insurance company paying to get my car fixed used that as a crutch and reason to conveniently not fix that. I honestly don't care if one of your technicians inspected my car nobody asked you to and it is your job to do so, so please do not try to make it seem like you're doing me a favor and "its all about the customer" because its not for you its all about the money and [redacted] made it very clear on that on the 27th when he called and told me to pick up my car. I asked why hadn't he given me any updates at all about repairs when he had clearly given me paperwork stating it would only take about 2 days to complete, his answer was "oh we were waiting for a check from the insurance it arrived today so we processed it and you can take the car now" Yeah thanks a lot for caring about the customer. Honestly the only reason I took the car there was because at that specific time I was literally in the area, next time I would rather pick [redacted] Chevrolet or any other body shop around the corner as a matter of fact, not only do they give you more respect than this place with better ratings and reputable work too]
Regards,
[redacted]

Customer [redacted] did bring her vehicle in on 1/22/15 for
a Manufacturers Recall on her 2003 Saturn Vue. This recall included the replacement
of the ignition lock cylinder and keys. Which was the only repairs performed on
vehicle at that time.  [redacted] returned on
2/26/15 with a...

concern that horn goes on and off on its own with horn relay in
place. We did agree to look at vehicle at no charge.
                After inspection
of vehicle we determined that the cause of failure was the horn contact in the
Air Bag assembly. This failure was unrelated and not caused by the replacement
of ignition lock cylinder. Electrically and physically these two components are
not related (Air bag assembly not removed during repairs.) There was also no
damage externally to Air Bag assembly that would have caused failure.
                Determination
was that failure of Air Bag assembly was not in any way caused by Ron Baker
Chevrolet.  [redacted]Service ManagerRon Baker Chevrolet[redacted]Email: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Why would I refuse to sign an agreement that offered a refund but that's beyond the point. The car buying experience at the dealership has been excellent. The car itself has been excellent with no problems. So without this small glitch in the contract, I recommend this dealership to potential buyers.  My address changed. Please send the check to:[redacted] 
[redacted]
[redacted]
 Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Can you please provide me your email?  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[ To Whom May Concern,As noted in previous emails, I was at the time employed until the 14th of May and with that my situation financially did not change. With all the "facts" and "lies" I feel that this should be removed from my credit report due to the failure of qualifying me for the loan that fits for the customer. The several individuals who "sold" me the vehicle knew from both my boyfriend and I that I would be honorably discharged. Then to target only military should be a crime in itself, it is wrong. If I had a "5 day" option then I should have NEVER left the dealership with the vehicle in the first place if I didn't qualify for that option. From day one, I was mislead on the monthly rate "$515" when in the contract it said "$550" and they wanted to justify why. I was never denied by Navy Federal although they obviously lied on the email stating that I was. Finally, my family was disrespected prior to my boyfriend asking BILL about the situation in which BILL became defensive. No employees or families surrounded us and it was no yelling. It was just them two and since he knew the dealership was wrong, he wanted to make something of this. For me not to be informed prior to me coming to the dealership with my infant son who was sick that the vehicle was going to be in their possession because of this loan situation they created was also wrong. I'm an honest and loyal person, if this "BUSINESS" would have done the job from day one we would have a better situation for all parties. I will go to a JAG officer and any other legal matters to handle this complaint. Thank you all for your time. ]
Regards,
[redacted]

The seats for the 2007 Chevrolet Suburban currently and have been obsolete for quite some time.  Only certain pieces are available thru the manufacturer.  The Insurance Co. responsible for assessing the claim and paying the claim is Auto Club of Southern CA.  AAA.  The third row...

seats that are needed have been assessed using LKQ (used) frames and some OE equipment from GM and some outside vendor participation (upholstery work).  All the OE parts used in the repair are special order because of color and model.  Unfortunately these pieces are not readily available from GM.  This created quite a delay in the repair process.  The customer has taken delivery of the vehicle on 4/8/16 at 5:30 p.m. Prior to delivery he was not satisfied with the fabric used on the seats.  The material did not match.  We assured the customer that he could leave the seats and that we would redo the fabric and replace the cracked plastic base covers. The customer requested to take his vehicle and bring it back to us when we received the pieces.  Ron Baker Body Shop called the customer on 4/25/16 to inform him of his ordered parts arrival.  The customer dropped of his seats the evening of the 25th.  As of today 4/27/16  his seats are still being upholstered and should be returning to the Body Shop Friday morning. At which time we will call the customer to retrieve his seats.  Ron Baker Body Shop has conversed with the AAA claims handler about the delays and the process of this repair and AAA replied that they have explain to the customer the issue and reason for delays.

We did exactly as we told the prospective customer. Their license and registration was mailed to their address. We unfortunately have no control over the [redacted] and their system. We have had a few items take much longer than it should have due to problems at the post office. We mailed...

their items to them as we said we would. Hopefully they will show up in their mailbox.I do not feel that we are responsible for the replacement items they ordered.

Revdex.com:
Still awaiting registration, insurance, and driver's license in the postal mail. Expected that the dealership would follow through with postal inspector on the delivery of the following items to my address. [redacted] to [redacted] should not take over two weeks to receive. I've already received temporary registration [redacted], which only took 5 days to receive first class mail. I am concerned with identity theft with not receiving my driver's license.Respectfully,[redacted]

At this point I dont think there is anything else that we can do. We have spoken with the insurance company and they decline to do any repairs to the front end of the vehicle when it was not a front end crash. The consumer has her car and we have been paid. Unless I am missing something in these emails, I think we are done.

Ron Baker Chevrolet understands the customers frustration and concern in the length of time the repair took.  Under no circumstances do we ever intend to have a repair go this way.  For reasons beyond our control the length of repairs was due to the availability of parts for the customers year make and model of vehicle.  The Insurance Company wrote the estimate and instructed the repair facility on how they wanted to repair and pay for the repairs.  Ron Baker Chevrolet performed the repairs per the customers Insurance Company.  The vehicle did not have to stay in the shop for the entire duration but the customer chose to leave it.  The final seat trim cover is in the shops possession and we have left messages for the customer to retrieve the piece.

To Whom This May Concern,Unfortunately there seems to be many factual items left out of Ms. *'s complaint. Never has Ron Baker Chevrolet disputed Ms. *'s change in employment status, especially if it was due to a honorable discharge from the military service. The employment change was never notified to the finance department at Ron Baker Chevrolet prior to the bank's interview and never that it was due to a honorable discharge, but rather because Ms. * "quit." The fact of the matter and bottom line of the current issue is Ms. * was not currently employeed at time the vehicle purchase financing was going to be finalized by the financial institution. This information of her employment status was given directly by Ms. * during the financial institutions final interview process. At no time did anyone from Ron Baker Chevrolet instruct Ms. * to give false information to any financial institution about her employment status. It is very important to any financial institution to ensure that all current customers and potiential customers they will be lending to, maintain and have means to repay any sort of loan. In regards to Ms. *'s boyfriend, he was invited to the dealership by Ms. *. He was dressed in military uniform presenting himself in a inappropriate, abusive manner using an irrate voice, using profantiy towards our staff members in front of customers including children, even her own. There are several witnesses including staff memebrs and customers who can confirm the behavior he was displaying in our showroom.In regards to Ms. *'s orginal request for a possible solution, to remove all credit inquirys, we unfortunately cannot accomodate this request due to the Fair Credit Reporting Act. Ms. * filled out and signed credit application form allowing Ron Baker Chevrolet to inquire through each credit agency available to us in order to finance the possible vehicle purchase. If necessary we can forward any documents needed with signatures showing the authorization.Besides the behavior of Ms. *'s boyfriend, and obvious misunderstanding of having to maintain current and ongoing employment status from Ms. * inorder to continue the financing process for her new vehicle purchase, at this point the only solution we can offer is to approve her for a another vehicle loan, if and when she becomes gainfully employed. Ron Baker Chevrolet wishes her nothing but the best and hopes to regain Ms. *'s business in the furture under different circumstances.Sincerely,*** ***President

I will not engage in a back and forth regarding what was or was not said. The main issue is the consumer wants the items cancelled and the refund sent to the lein holder bank. I need a letter or email from the consumer telling us to cancel the items and the check will be sent to the bank.I am not sure why the offer was rejected when I was giving them what they asked for.

As stated in the first response the delay in repairs were due to parts not being offered by the manufacturer. The majority and certain parts are obsolete by General Motors.  The repair facility and the customers Ins. Co. gave the customer a choice on driving his vehicle while the seats were be prepared.  He chose to leave the vehicle in the shop. We, the repair facility feel that there was no negligence in the time frame of repairs.  We feel that honoring the customer three free oil changes and tire rotations, would put the repair facility at fault.  Due to circumstances beyond anyone's control the repairs took this long.   Thank You,Ron Baker Chevrolet

WE contacted the customer and they came into our dealership on Saturday April 1st. We unwound the deal on the truck that they purchased and sold them a crew cab truck on the same day. As far as I know they are happy now. It was a pleasure handling the complaint and making sure they were satisfied...

customers of Ron Baker Chevrolet.Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Today it is 5/4/16, however the work is still not complete.  My initial visit was on 2/22/16!!! This is unacceptable.  Due to this horrible customer service experience,  I would like the dealer to provide 3 oil and filter changes with tire rotations for my vehicle.
Regards,
[redacted]

I have
attached to this response several documents that prove the customer was 100%
aware of what they were purchasing in our finance department when they
purchased their new vehicle.
The
original contract is attached that the customer signed 11 times that shows all
of the items they...

purchased. I have put arrows next to the items they claim they
have no knowledge of.
Also
attached is a form required by the State of California titled "Pre-Contract
Disclosure". This form breaks out all the optional items that the consumer
has purchased, lists their individual prices, and also has a break down at the
bottom showing how much their payment changes with the added items. It also is
signed by the consumer.
Also
attached is the "Due Bill" from the dealership showing the items that
need to be installed on the vehicle. Also signed by the consumer.
Also
attached are the "Mechanical Failure Service Contract", the
"Xzilon" paint protection contract, and the "Sky Link"
contract. All of which state their individual costs as well have the consumers
signature on them.
So
needless to say, the allegation by the consumer that they had no knowledge of
these items is a 100% untrue.
That being
said, we will cancel the items that the consumer whishes to be cancelled and
the refund for the those items will be sent to the lien holder of the purchased
vehicle.
I need a
letter in writing from the consumer stating they wish to cancel the items they
feel they no longer want and the refund will be processed accordingly.Any questions, feel free to contact me.

I have reviewed the a copy of the letter that was sent to the customer. What the letter doesnt state is that the customer refused to sign a new lease agreement so we had the bank honor the agreemnet he signed.We will refund the money requested by Mr [redacted]. A check will be sent to him as soon as he accepts this decision through the Revdex.com. Thank you,[redacted]