Ultimate Pontiac Buick GMC, Inc.

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the
business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

Let me just start by saying we absolutely love the Ultimate *** location in Woodbridge were we originally purchased our *** ***From Sales to Service we couldn't be happierUnfortunately, I cannot say the same for the Fredericksburg location We are limited to take our *** to the fredericksburg location for any maintenance on our vehicleOver the last years we have taken the *** to the Fredericksburg location for oil changes, warranty services, and routine checks In that time frame we have had good service up until the last three years The most recent incident was when I took my *** in for an oil change and state inspection I received a call to tell me my *** had the oil changed but it would not pass inspection because there was condensation and standing water inside the casing of the headlight***, the service man, who called me gave me two options we could purchase a brand new head light which is hundreds of dollars or he could charge me a service fee of $to pull the headlight out, drill a hole in the bottom of the headlight to drain the water, and replace the headlight This was all printed on an invoiceI opted to pay the service fee After getting the *** back, they did not do as *** had explained to me on the phone, rather, they drilled a hole in the front surface of the headlight My husband then took the *** to the dealership to show the ** of the store, *** ***, who agreed to give is a headlight at cost with the $taken off for service fee that was not performed They did order the headlight so when I called to have the headlight installed I had to leave two message with no phone call back from any department I finally got the parts department to tell me if the headlight was in the store and to make sure it was documented that I would inly pay a small amount for the headlight as discusses with the **The parts department could not tell me that but would have someone call me backStill no one called so when I called back a few days later I spoke with the operator of Ultimate who pulled my records to show that yes the headlight would be at cost but the $I still had to pay because they replaced a lightbulb elsewhere in the vehicle at that time I asked to speak with the ** of the service department for him to ARGUE with me about the $rather than being helpful and apologetic I expressed my disappointment with their customer service and lack of cAlling people back The ** of service department, *** ***, was making excuses which I then spoke up and said if no one else was available, he should have called me back since that would have been professional and good customer service Once I did get the vehicle in the shop to have the headlight changed, my husband was told by *** *** to never to come back., even though we did absolutely NOTHING wrong but demand that we not pay for services that were not performed All and all, very poor service, customer service, and lack of knowledge It appeared to be a shady performance on how they fix problems with your vehicles Needless to say, I don't recommend this place at all After speaking with the store manager, *** ***, about this situation he didn't seem to be to concerned that his employees were doing this kind kf work

We have resolved the situation and reversed the transaction with the customer

I went to the dealership multiple times due to not receiving calls back from the general managerThe general manager was in the office but stated he had nothing to say to me in reference to the vehicle or the money they took from my depositThe *** was posted on their site now for $
but with less miles notatedI feel as though this is a scam they use consistently and hopefully the next person that gets the truck pays attention to the fact that they are lying about the mileage online.A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Ultimate Pontiac Buick GMC, Inc. regarding complaint ID ***
Regards,
*** ***

Greetings Revdex.com,
 
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My name is [redacted] the BDC Director for Ultimate Buick GMC of Fredericksburg, VA. I am responding to our recent Revdex.com complaint from Mr. [redacted] automotive buying experience. On 07/24/15 Mr. [redacted] contacted our dealership through our website vehicle pricing software (Shop Click Drive), while using this online shopping process, the original - GM - manufactures rebate mistakenly doubled the amount. But our website price listing, both close out vehicles (Regal, Verano) was correctly priced. Which I personally showed Mr. [redacted]., that only in the Shop Click Drive program software the rebates mistakenly doubled.
 
After sharing this information on his first visit Friday evening (07/24/15), Mr. [redacted] then returned to our dealership the following morning (Saturday 07/25/15) after speaking to me about pricing of two other vehicles. Unfortunately we could not come to terms on the purchase of the two lesser price vehicles.
 
So, he decided to purchase the 2015 [redacted] (complaint price vehicle). After coming to terms on the selling price of the [redacted] (complaint car), I personal asked Mr. [redacted] if he was not completely satisfied with his purchase and price agreement, I personal urged Mr. [redacted] to not buy this vehicle if he was not completely satisfied. He told me personally that he was satisfied with his purchase. In closing, as a courtesy we extended Mr. [redacted]'s [redacted] vehicle service from three months to one year. In efforts to show our commitment in resolving this misunderstanding.
 
 
Best regards,
 
 
[redacted]
BDC Director

Greetings Revdex.com,  My name is [redacted] the BDC Director for Ultimate Buick GMC of Fredericksburg, VA. I am responding to our recent Revdex.com complaint from Mr. [redacted] automotive buying experience. On 07/24/15 Mr. [redacted] contacted our dealership through our website vehicle pricing software...

(Shop Click Drive), while using this online shopping process, the original - GM - manufactures rebate mistakenly doubled the amount. But our website price listing, both close out vehicles (Regal, Verano) was correctly priced. Which I personally showed Mr. [redacted]., that only in the Shop Click Drive program software the rebates mistakenly doubled. After sharing this information on his first visit Friday evening (07/24/15), Mr. [redacted] then returned to our dealership the following morning (Saturday 07/25/15) after speaking to me about pricing of two other vehicles. Unfortunately we could not come to terms on the purchase of the two lesser price vehicles. So, he decided to purchase the 2015 [redacted] (complaint price vehicle). After coming to terms on the selling price of the [redacted] (complaint car), I personal asked Mr. [redacted] if he was not completely satisfied with his purchase and price agreement, I personal urged Mr. [redacted] to not buy this vehicle if he was not completely satisfied. He told me personally that he was satisfied with his purchase. In closing, as a courtesy we extended Mr. [redacted]'s [redacted] vehicle service from three months to one year. In efforts to show our commitment in resolving this misunderstanding.  Best regards,  [redacted]BDC Director

I went to the dealership multiple times due to not receiving calls back from the general manager. The general manager was in the office but stated he had nothing to say to me in reference to the vehicle or the money they took from my deposit. The [redacted] was posted on their site now for $[redacted] but...

with 1400 less miles notated. I feel as though this is a scam they use consistently and hopefully the next person that gets the truck pays attention to the fact that they are lying about the mileage online.A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Ultimate Pontiac Buick GMC, Inc. regarding complaint ID [redacted].
Regards,
[redacted]

Let me just start by saying we absolutely love the Ultimate [redacted] location in Woodbridge were we originally purchased our [redacted]. From Sales to Service we couldn't be happier. Unfortunately, I cannot say the same for the Fredericksburg location. We are limited to take our [redacted] to the fredericksburg location for any maintenance on our vehicle. Over the last 8 years we have taken the [redacted] to the Fredericksburg location for oil changes, warranty services, and routine checks. In that time frame we have had good service up until the last three years. The most recent incident was when I took my [redacted] in for an oil change and state inspection. I received a call to tell me my [redacted] had the oil changed but it would not pass inspection because there was condensation and standing water inside the casing of the headlight. [redacted], the service man, who called me gave me two options we could purchase a brand new head light which is hundreds of dollars or he could charge me a service fee of $90.09 to pull the headlight out, drill a hole in the bottom of the headlight to drain the water, and replace the headlight. This was all printed on an invoice. I opted to pay the service fee. After getting the [redacted] back, they did not do as [redacted] had explained to me on the phone, rather, they drilled a hole in the front surface of the headlight. My husband then took the [redacted] to the dealership to show the ** of the store, [redacted], who agreed to give is a headlight at cost with the $90.00 taken off for service fee that was not performed. They did order the headlight so when I called to have the headlight installed I had to leave two message with no phone call back from any department. I finally got the parts department to tell me if the headlight was in the store and to make sure it was documented that I would inly pay a small amount for the headlight as discusses with the **. The parts department could not tell me that but would have someone call me back. Still no one called so when I called back a few days later I spoke with the operator of Ultimate who pulled my records to show that yes the headlight would be at cost but the $90.00 I still had to pay because they replaced a lightbulb elsewhere in the vehicle at that time. I asked to speak with the ** of the service department for him to ARGUE with me about the $90.00 rather than being helpful and apologetic. I expressed my disappointment with their customer service and lack of cAlling people back. The ** of service department, [redacted], was making excuses which I then spoke up and said if no one else was available, he should have called me back since that would have been professional and good customer service. Once I did get the vehicle in the shop to have the headlight changed, my husband was told by [redacted] to never to come back., even though we did absolutely NOTHING wrong but demand that we not pay for services that were not performed. All and all, very poor service, customer service, and lack of knowledge. It appeared to be a shady performance on how they fix problems with your vehicles. Needless to say, I don't recommend this place at all. After speaking with the store manager, [redacted], about this situation he didn't seem to be to concerned that his employees were doing this kind kf work.

Review: Ultimate Buick used "Shop, Click, Drive" GMC car price negotiation tool to provide electronic transaction capability and offer an immediate "Amount Due at Delivery" Price Offer upon arrival at the scheduled interview time. I used the tool on Fri., 24Jul for a [redacted]. On tool: MSRP: $25,377, $5,000 OVERAGE CASH Discount placed the vehicle at approximately $20,377 (pending additional trade-in/sales tax process). GMC Tool Transaction Code: TULTI-5150JD-AE22JP ("Amount Due at Delivery: $22,235.77"). However, upon arrival at the Dealership Friday evening to discuss immediately purchasing the vehicle, no less than four dealer management personnel (in particular Andrew Dorn-Salesman, and [redacted]-Internet Sales Manager) were discussing the price in private for more than 30 minutes. Mr. [redacted] returned to discuss the online transaction offer and emphasized that the original MSRP was ~$32,000 and that the online tool began the MSRP at the already discounted Sales Price (after previously using the $5,000 OVERAGE CASH discount). I expressed my dissatisfaction with the tactic, and emphasized that in my perspective this is a "Bait and Switch" move to lure customers in the door, only to deny the obvious customer offer upon arrival; expecting the higher price (now being offered at ~$28,000) to be accepted. In addition to the [redacted], I provided evidence of a similar "Double Discounted" [redacted] (MSRP: $25,000, being offered at ~$21,000). Mr. Martin expressed this tool was only recent implemented with GMC and these two sales vehicles were the first experience in the discount glitch. I'm very concerned for other customers that this may be a pattern of poor, if not illegal, business practices. GMC and Ultimate Buick by providing me a legal Offer should've accepted the mistake and accepted the fact I was prepared to purchase the vehicle at the offer presented by the Dealer and GMC.Desired Settlement: I have retained a copy of the Transaction Offer ([redacted]), with the $5,000 OVERAGE CASH transaction summary listed and final amount due at delivery of $22,235.77. As an ethical and honorable business who should recognize their mistakes on behalf of their customers , Ultimate Buick and GMC should provide me a $5,000 Refund and fix the "Click, Shop, Drive" Tool for all future potential customers. This is unacceptable behavior that is worthy of documentation, remediation (refund), and correction for all future transaction offers. Thank you.

Business

Response:

Greetings Revdex.com, My name is [redacted] the BDC Director for Ultimate Buick GMC of Fredericksburg, VA. I am responding to our recent Revdex.com complaint from Mr. [redacted] automotive buying experience. On 07/24/15 Mr. [redacted] contacted our dealership through our website vehicle pricing software (Shop Click Drive), while using this online shopping process, the original - GM - manufactures rebate mistakenly doubled the amount. But our website price listing, both close out vehicles (Regal, Verano) was correctly priced. Which I personally showed Mr. [redacted]., that only in the Shop Click Drive program software the rebates mistakenly doubled. After sharing this information on his first visit Friday evening (07/24/15), Mr. [redacted] then returned to our dealership the following morning (Saturday 07/25/15) after speaking to me about pricing of two other vehicles. Unfortunately we could not come to terms on the purchase of the two lesser price vehicles. So, he decided to purchase the 2015 [redacted] (complaint price vehicle). After coming to terms on the selling price of the [redacted] (complaint car), I personal asked Mr. [redacted] if he was not completely satisfied with his purchase and price agreement, I personal urged Mr. [redacted] to not buy this vehicle if he was not completely satisfied. He told me personally that he was satisfied with his purchase. In closing, as a courtesy we extended Mr. [redacted]'s [redacted] vehicle service from three months to one year. In efforts to show our commitment in resolving this misunderstanding. Best regards, [redacted]BDC Director