Valley Pontiac Buick G M C Inc

Mr***, I apologize again for the miss information you were given, nobody at Valley RV Supercenter deliberately lied to you, the part was signed for by our parts department yet the part was never entered into our inventory so when you called in to inquire about your part the service writer looked into the parts spreadsheet and your part did not show that it had arrivedWe have not been able to locate your part that was signed for and had to be re ordered thru JaycoWe have tried hard to take care of you and even compensated you monetarily for ferry fees you incurred and yet you still have gone online and blasted our dealership several timesWe will address your current warranty issues with Jayco when you bring your motorhome back in for service and resolve them per Jayco guidelinesWe value you as a customer and want you to enjoy your RV, I am sorry you feel you were given the cold shoulder when you picked up you motorhome, we should have walked you through the repairs after completion Thanks, Chris N*** R.VService and Body Shop Manager Valley RV Supercenter Washington Ave N Kent, WA 253-737-http://www.valleyrvsupercenter.com/

In response to the complaint on our sales practices. Through every step of this transaction Mrs. [redacted]was informed on in a timely manner what was needed to facilitate this purchaseshe had never visited the dealership after her first visit on Saturday July 182015.On Thursday July 23 we...

agreed to terms with Mrs. [redacted] on a price of $70,000 out the door including Tax, lic, and documentfee and she texted Dustin (our salesperson) her credit card number andauthorized us to charge $2,000 for a deposit and we did. This was an all cashdeal with no contingencies. That night her kids and husband dropped off apersonal check for the balance ($68,000) and told Dustin they wanted to pick upthe motorhome on Saturday July 25th. As soon as Dustin informed meof this Friday morning we called Mrs. [redacted] and left a message thatwe could not deliver her motorhome without her actual signatures on thepaperwork not faxed copies and a cashier’s check was needed for the balance. Shewas informed a personal check takes 5 business days to clear.  When she called back she was told up to tendays because it was Friday afternoon and the check would not be deposited untilMonday so it could take until August 3 to clear.On Friday night after I had gone home Mrs. [redacted]left me a message to call her back. On Saturday morning I called her back andshe was unhappy Dustin had made her husband walk around the lot looking for themotorhome they had purchased and joked at least we got some exercise (Dustinclaims  they all laughed and did notrealize anyone was upset). She also did not like the fact we needed her to fillout the paperwork and could not do it over a fax machine. I apologized for herhusband having to walk around the lot and explained the paperwork rules we havefollow state law. She asked and I gave her a full tank of fuel to make up forthe “problems” they were having. She agreed to have the motorhome put in herhusband’s name so they could do all paperwork on Monday and she would add hername to the title at a later date. She said her family would replace thepersonal check with a cashier’s check Saturday July 25th in theevening.  She said to get the unit ready.I had Derek call her to go over the details and again she said we had a dealand to prepare the unit. I had a tech work overtime on Saturday to prepare theunit and fill the fuel tank. When they did not show up I put their check in thesafe at closing Saturday night.On Sunday morning I believe it was Mrs. [redacted]’sson? (I do not know how he is related) came in and said they had been treatedpoorly and we had made the buying process difficult. He demanded the check backand I told him I had talked to Mrs. [redacted] on Saturday and she hadtold me we had a deal and to prepare the unit. He then told me they had boughta different motorhome and they had no problem doing the paperwork without heractual signatures and insisted I hand him the check. He was getting angry standingleaning over my desk and I told him I could not hand a check to a third party.I did not know who he was and if he had the right to get the check.  I tried to call Mrs. [redacted] and lefta message for her to please call me back. Her son? grew increasingly agitated soI demanded that he leave the dealership. I apologize if I did use profanity butit was escalating to the point I was thinking of calling 911.Mrs. [redacted] called me back after they had left andtold me she was not purchasing the motorhome and that another dealer had had noproblem selling and doing paperwork without her being there. I told her thecheck was in the safe and I would have to talk to Tony the GM on Monday morningto get the check out of the safe and what could be done on her $2,000 depositbecause Valley Rv Supercenter had incurred expenses preparing the motorhome forher. Again she was upset and informed me we had nothing in writing that she wasbuying this motorhome. (again she had texted us a deposit with her credit cardnumber, exp date and security code) I told her I would call on Monday after Ihad talked to Tony. On Monday morning I called and left a message with Mrs. [redacted] that the check was ready to be picked up but Derek needed her Creditcard # to credit the account. ( I had Dustin delete here card info on Thursdayafter we ran the deposit so we no longer had it) She never called back and thenTuesday I was informed received this complaint from [redacted].Again through every step of this transaction Mrs. [redacted]not [redacted] was informed on, in a timely manner what was needed tofacilitate this purchase. This complaint was from [redacted] who wasnot in the loop on any of this communication. At this time we still have the undeposited check for $68,000and have not heard from Mrs. [redacted] with her credit card # to applythe credit.Please feel free to contact me with any questionsBest regards,Chuck J[redacted]Sales Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is ALMOST satisfactory to me.Thank you Chris for the timely reply and the basic apology for lack of communications by Valley RV Staff.What process improvement are you going to consider and involve your staff with in the implementation of a better process to eliminate this kind of error?It is all too easy to pass this situation off as a communications error. what is really behind the reason for this delay ?I feel that because I have been a difficult customer over a past repair on the slide out that took twice to get the structural stability of the slide out corrected.  What is completely missing is the acknowledgement of the of the conversation with your service staff on March 6th where we were told that the parts " have been back ordered".This clearly identifies something is not as it should be in your service department!To intentionally lie to a customer is not acceptable. You need to address this directly! The buck stops with you Chris and you are being held accountable for what is going on behind the scene. It is nice that you will 1)fix the stabilizer on the passenger side 2) fix the water pump situation where it runs but no water flows .3) fix the leaking kitchen sink faucet that leaks at the connection to the hose and head. 4) refix the wardrobe drawer bottom right side. this drawer does not close after the slideout was structurally reinforced.I would like you to address why when we picked up the RV after the slide out was finally repaired why we were given the cold shoulder by the service staff on pickup?What was missing was the quality control follow up to review what repairs were done and to walkthrough them in person. the first attempt we had this walk through and we refused the vehicle due to the 1" gap between the bowed out side and the gasket at the step in the slide out. there is a clear need for process improvement to improve customer satisfaction
Sincerely,
[redacted]

Mr. and Mrs. [redacted],   First I’d like to apologize for the lack of communication you’ve received from our parts and service department. I see where we ordered on your behalf a “T.S.B.” repair part for your dinette table in January 2017 and signed for it a week later. Unfortunately our parts...

manager never made your service writer aware that the part had arrived, therefore no communication was initiated. We’ve reordered the part from Jayco this morning (March 29,2017) and we’ll get you scheduled in within a week of its arrival. We’ll also diagnose and address the other items you’ve just brought to our attention at that same appointment and do our best to return the motor home to you as quickly as possible. Again, I apologize for the lack of communication but can assure you that this will be a topic of discussion at our next managers meeting and we will be making the appropriate changes internally to help prevent things like this from happening in the future.   Best regards,   Chris N[redacted] RV Service and Body Shop Manager (800) 460-3143

I purchased a 2005 Toyota Tundra from Valley Buick on Oct. 5, 2013. The vehicle was represented as a clean, low mileage, local one owner vehicle with a clean Carfax, which greatly contributed to my interest in the truck. In advance of the sale, I completed the dealer required trade-in market tool, which gave me a trade in value of approximately $7450. All questions were answered honestly and to the best of my ability. This trade in value was presented as the minimum trade in value. After driving from Kennewick to Auburn to meet with the dealer, there was no negotiating the price of the vehicle. The trade in offered was $7000 (approximately), despite the "minimum" calculated by their trade-in tool and stated by their representative. The salesman finally offered me $7400 for my trade, which I agreed to. After completing the sale I drove the vehicle from Auburn back to Kennewick. I immediately noticed a slight "rumble" sensation at low speed (25 - 35 mph) and, after consulting with Valley, took it to my usual shop to look at. They determined the noise to be coming from the rear end and, again with Valley's blessing, had the appropriate repairs made. This did not resolve the issue, and I examined the front end of the vehicle with the shop owner, who determined the potential source of the issue as coming from the front end. After several weeks of phone calls to the Valley sales and service managers and delay on the part of Valley, I took the truck to my local Toyota dealer for their examination. The technicians there found several issues with the front end. After another two weeks of delay and unreturned phone calls, I had the Toyota dealer complete the repairs (Attachment). I attempted to contact Valley on many more occasions, only to be finally told by their service manager on Dec. 13 that they did not feel any responsibility for the needed repairs and would not be assisting me further. Additional calls made to the sales manager and Valley have gone unreturned.
Product_Or_Service: 2005 Toyota Tundra