Truck World Inc.

*** (Sales Manager at Gateway Chevrolet) called me on Monday and was extremely helpful He did everything he could to get a deal done that was close to the advertised cost of the vehicle I purchased a vehicle from Gateway Chevrolet on Tuesday 6-30-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11873108, and find that this
resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Good Day,I just spoke to *** and we went through all listed records with her information on themI cleared them all so hopefully all contact will be stoppedI do fully apologize for any inconvenience.*** agreed this was a satisfactory resolution.Respectfully,Howard T***

Regarding the second response from Ms*** our position has not changedWe can only base our judgment on the actual data using our computer measurement systemWe simply will not try to sell something not needed at time of inspectionWe cannot be responsible for another retailer's way of doing businessJust to show a wearbar and not a surface measurement using a tire device does not give a consumer enough data to make a reasonable decisionSince the money charged was for agreed service items and has nothing to do with any tire issues or other items we deem it a valid chargeIf we made a mistake in quality of the services we performed we certainly would stand behind thatThat not being the case our offer is firm regarding a pure goodwill loyalty credit towards a future service

Revdex.com Of ArizonaRe: #***11/30/16 Dear Sir/Madam, This is the first time this matter has been brought to my attentionI first wish to sincerely apologize to Ms*** for any misunderstandings regarding her purchaseI spoke with the manager regarding the deal and respond with the
following While negotiating the deal there was $left on their current lease total of paymentsIf the lease vehicle was used as a trade there would have been a major negative equity position created which would have increased the payments significantlyOne solution to this issue was to add that amount ($3,000) to the new vehicle to allow a check to be cut back to the customer to pay the remaining paymentsThe customer was going to to put $cash down to achieve the payment they desiredThere were too many steps involved that way so what was finally agreed upon was to eliminate the $additional charge from the purchase vehicle and eliminate $of down payment from the customer which allowed the payment they desiredThey then could pay off their lease themselvesWhile in the finance office Ms*** and Mr*** elected to puchase vehicle protection products which were fully explained to them by the finance managerWe believe in full disclosure to avoid confusion and have our customers sign a sheet with terms of purchase and products listed clearlyPlease see the attached copy with both customers and our finance managers signaturesAgain I apologize for any confusion that MsPeck has had regarding the purchase. We would like to offer the following resolution1) We will have a second key made for MsPack2) There are cancellation provisions in most of the products she purchasedShe certainly has the right to use them and we will gladly assistShe must understand that any funds will go directly to her lender as they advanced her the money for the productsHer payment will stay the same but she will no longer have the coverage originally purchasedHer amount owed will be reduced by the funds sent to the lender. Please have her contact my General Sales Manager, Howard T*** @ ###-###-#### and he will assist her with whatever she choosesThank you again for bringing this matter to my attention as I use these situations to council my staff in providing a positive customer experience. Respectfully, Joe G***Executive ManagerGateway Chevrolet

With respect to Mr*** situation we will stand by our first response and offer of resolution Respectfully,Howard T***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

When I purchased the vehicle the exhaust system was not in a stock conditionI was mislead, and I will be taking legal action should the issue not be resolved

This letter is in regards to my rebuttal Statement Complaint
number ***This issue has been going Since December 2017.I calledI am attaching the Extended warranty form that I Purchased, and the fact the vehicle was sold on Dec 15, 2017.Please see attached formsI am hoping at this point and time this issue gets resolvedSince No one seems to be looking into theMatter, Attached is warranty I had and my account closed on vehicleIf you would please reply back so I know you have receivedmy rebuttal Sincerely *** ***

Unfortunately this case was a bit tough to rectify as our customer has moved residence twice since this claim was openedHaving said that we are happy to report we received confirmation from a local body shop where the customer is now located that repairs will be made on 4/We have been in
contact with the customer and she is happy with the resolutionThanks again for allowing us the time to satisfy our customers properly

Dear Sir/Madam,Thank you for bringing this to my attentionAfter reviewing the documents and consultation with the staff involved my reply is as followsWe have a photo electronic, drive on, tire wear sensor machine which a customer must drive ac*** to enter our facilityAs you can see by the
inspection sheet attached that on 10/21/all tires met safe specifications and also were in alignment specificationsOn the same sheet there were items reported as needing serviceThe oil and fluid service was offered and accepted by the customerThese items were completed and the vehicle was delivered back to the customerWe believe that it is not good business to try to sell items that are not due at the time of inspection as in the case of the tiresWe were never notified that there could have been an issue until after the customer made a purchase at another facilityHad we been notified we certainly would have reinspected the vehicle and review the findingsAt this point we have enough data to eliminate any error in our initial diagnosis and inspectionWe feel we were upfront and honest with the services we offeredBeing a retail shop we certainly would have offered tires if we had evidence to support our offerWe feel that there was nothing we could have done differently in this situationOut of good will we still will honor the loyalty gift card which was declined originally by the customerThank you again for allowing us to respond and keep the positive rating we worked hard to achieve.Respectfully,Joe G***Executive ManagerGateway Chevrolet

The DIC went completely dark by the time I got or miles from the dealership(about camelback or Bethany Home rdand 99th ave.) I asked you before I left, specificly "even if it goes completely dark with the A/C on all nice and cool that's the is the way it is suppose to work?" You told me vary clearly "Yes" so I saw no reason to bring it back as You made it clear that it is supposed to go Completely dark "with the A/C on all nice and cool"Are you now going to amend that claim? If so lets get it fixedwhadda you say

Due to GM having access and control over our back end website, inbound units, (which are not physically on the ground) tht populate AFTER we have set inventory pricing are forced fed incentives that GM automatically sets This overides the pricing we have set and duplicates the existing
rebates that are currently assigned to a vehicle We get no notification that this has occurred When this happpens, we have to go in (which we did and manually re-update the pricing and delete the GM takeover specials) Cobalt knows this is an issue and has built a fix for this which should eliminate the confusion in the future We did show the customer the issue while he was here and at the time he understood We are doing our best to work with this issue so we remain in good standing with both the Revdex.com and our customers.Disclaimer on our VDP's "Gateway Chevrlet assumes no responsibility for typographical error."

Although we feel we did nothing wrong in this instance we do wish to inform Mr*** that we are sorry for any misunderstandings or confusion he had at our dealershipWe contract with a 3rd party vendor to apply our window stickers when they photograph our vehicles for online displayHis pricing
data comes from our 3rd part data provider which is not filtered through the dealershipHe priced this vehicle late on the 20thOn this vehicle there was a computer error which caused the sticker to print the erroneous priceOur inventory attendant walks our cars the day after this is done to inspect and correct if needed as mistakes sometimes do happenMr*** issue happened before we had a chance to correct the errorThe vehicle in question was a Late model pick up truck in great condition and any certainly would not be worth $This was explained to Mr*** however he did not find the explanation acceptable and was very demanding with his effort to exploit a clear computer error and not an intentional means to deceive a consumerAt this time we feel nothing extra is owed to Mr*** however in a goodwill effort we would certainly extend a very generous discount to him should he find a vehicle here to his liking. I also have reviewed our procedure with both my sticker provider and inventory attendant to put a better system in place to try to head off these issues in the futureRespectfully, Howard T*** General sales Manager

First and foremost I apologize for any confusion and inconvenience Mr*** has had regarding this situationAfter reviewing the documents in question it simply appears there was a breakdown in the explanation of these contracts# *** is a road hazard coverage for damage to tires and wheels
This product is covered nation wide and not just for ArizonaSo it can be used in any stateIt is 100% true that there is a cancellation provision on the contract which details the specific terms to cancelThe second contract # *** is a vehicle maintenance program that is only valid at our dealership and clearly states that in clear and specific language on the front of the contractIt also does state that it is a "non-cancelable" agreementHaving said that we do realize that unforeseen issues do arise which would require a customer to relocate their residenceBeing we always opt to help a customer rather then totally deny their request we respectfully offer this resolutionMr*** can elect to keep his wheel coverage as it will be valid at his new location (which was his original request)He can also elect to cancel and I will personally help him with the specific procedure to do soAs far as the maintenance product which technically is not cancelable we will offer to refund 75% of his purchase priceAny and all refunds will go directly to his lender on his behalf as is policy for finance products where the lender has advanced the funds to the dealership as part of the dealPlease have Mr*** reach me directly for assistance at ###-###-####. Respectfully submitted,Howard T***General Sales Manager

Wells Fargo received the check on 2/27/17. It was signed for by G. Davis. We are going to see if we can reach someone there however being it is linked to a customer account they may not give us all of the information quickly. At this point I would like Mr. [redacted] to communicate with me directly since we did show we processed his claim properly and the issue now lies with Wells Fargo not processing the check. Once we can find out what happened to the check there we will either let them deposit the one they have or replace it after waiting the stop check amount of time. I respectfully request we close this case as resolved as we are 100% willing to handle this with our customer directly. Mr. [redacted] can reach me at ###-###-#### or email me at [redacted]@gatewaychevy.com.Thanks in advance,Howard T[redacted]

Wells Fargo does not reflect  receiving that check, they received check 343576 that did not include the GAP refund, they endorsed the check and returned to me

First and foremost we officially wish to apologize to Ms. [redacted] for any inconvenience she may have incurred. Our desire is certainly not to aggravate our good customer base but only to follow up in both sales and service. Ms. [redacted] has been on our books since early 2011. She has records in both our...

sales and service base as well as General Motors customer follow up center. We have recently added both new representatives as well as a new computer follow up system. Since Ms. [redacted] was entered several times she did receive calls from several reps. We have since deleted her number from our side of the data base and put several notes in our new system so the contacts should stop. We do wish to reach out to Ms. [redacted] in hopes she understands that we were not trying to annoy her and to try to repair any damage done to our previously quality relationship. I invite her to contact me directly to discuss this matter if she chooses.Respectfully,[redacted]

I disagree with Gateway Chevrolet. There is no way that from 10/21/17 until 12/2/17 that the wear bars just appeared. I am not sure what tires they checked but certainly not the ones on this truck. I am still asking for a full refund of the 113.03 that was paid to them so I can have the truck taken to a dealership in Flagstaff (where the truck is located) TO BE SURE that it is in proper running condition.  How do you miss bad tires?? Their mistake put my son's life in danger. Both [redacted] and [redacted] SHOWED me the wear bars. I find Gateway's response sad to the least. I did decline their offer of a wheel alignment and oil change-both services he does not need. I find it mind blowing that for 113.03 they have lost a customer. I have made it known to many people to stay away from Gateway. I have been in Customer Service for over 30 years-the proper way to handle this to retain business and keep a long time customer happy would have been to own up to the problem-refunded the money and asked for a second chance. This whole issue has been handled extremely poor. I am still asking for a full refund to go to a different dealer to have the truck checked-if they missed the tires-what else did they miss??