Van Chevrolet

Dear Sir or Madam:I spoke with Mr [redacted] and apologized for his inconveience His repairs have been completed and we have offered to pay for his first car payments as a gesture of goodwill He was happy with this resolution If you have any further questions or concerns please call me.Sincerely, [redacted] Executive Assistant

Dear Sir or Madam:Van Chevrolet did cancel Mr [redacted] 's warranty and he will be receiving a full refund We apologize for any inconvenience If you have any questions or concerns please call me.Sincerely,Trena M [redacted] Executive Assistant Van Chevrolet Buick GMC

Te Response to: [redacted] – Revdex.com complaint [redacted] We have reviewed the complaint filed by Mrs [redacted] and do truly understand her frustration with the A/C issues she has been having with her Chevrolet TraverseHaving talked to all of the dealership personnel involved, we did want to clear up a few of the statements that were made in Mrs***’ complaint First, in no way, was Mrs [redacted] ever lied to When asked about the department head/manager not being available – this was correct as the manager had left for the day The supervisor, Clint Z [redacted] – was there and did get involved in the matter Second, Mrs [redacted] was told that there were no rental vehicles Van Chevrolet participates in GM’s “DRAC” rental program – which is provided to customers on a “first come first serve” basis We were out of vehicles at the time of the incident The service people involved, did finally offer an Enterprise rental vehicle (and an upgraded one) at no charge to Mrs [redacted] – something that didn’t need to be done, but Van absorbed the expense of Additionally, Mrs [redacted] has stated that our employees were rude and unsympathetic Conversely, our employees all stated that they kept getting cut-off and weren’t allowed to talk or explain the dealership’s position Again, we understand the frustration on both sides in trying to resolve the A/C issues with this vehicle, even though all repairs have been done at no cost to the customerIt is apparent that Mrs [redacted] is unhappy with her service and treatment by our dealership It might be best at this point in time, for any and all service work to be done by a different dealer Mrs [redacted] has also raised the point of a buyback of the vehicle If that is truly what Mrs [redacted] is looking for, that process has to be started with (and approved) by the manufacturer (General Motors) as the dealership has no power whatsoever to authorize that ll us why here

Dear Sir or Madam, Van Chevrolet apologizes that [redacted] has not received his paperwork from his purchase yet We will have his paperwork sent Fed Ex overnight Sincerely, [redacted]

Response to Revdex.com Complaint # [redacted] - [redacted] We are in receipt of the complaint filed by Mr [redacted] concerning services provided to him by our service department Upon investigating this matter, our service advisor clearly states to Mr [redacted] that his vehicle was not getting a complete detail as part of his appointment, and the car needed to be clean upon dropping it off at the dealership in order for the Zaktek application to be applied correctlyAs you can see from the attached invoice copy, Mr [redacted] was not charged for the Zaktek protection in anywayFor him to ask for a full refund of services that were performed (oil change, tire rotation, alignment check, and multi-point inspection) seems hardly fair Mr [redacted] himself in discussing the matter with our service advisor, complained about the exact same scenario/issue at another dealershipIt seems that although fully explained to him, Mr [redacted] is looking for services to be provided well beyond what he is paying for or is possibly just looking for "free" services to be performed by the dealershipsWe, again, apologize for any inconvenience that Mr [redacted] has encountered , but we don't believe he should be given a full refund as he was not charged for the services he is complaining about Regards, Stephen FController

Dear Sir or Madam: Van Chevrolet does not take any fault for Ms [redacted] concerns with her vehicle therefore our first response remains We apologize that Ms [redacted] is not satisfied with our response If you have any questions please call usSincerely,Trena M [redacted] Executive Assistant

Dear Sir or Madam;Van Chevrolet did contact Mr [redacted] and sent him a check for the repairs he requested He says he is satisfied at this time We apologize for any inconvenience.Sincerely, [redacted]

Van Chevrolet did contact Mr [redacted] and apologized for his inconvenience We did give him the contact information for the person that is in charge of the lease returns so he can make an appointment that would be convenient for him If you have any questions please call me.Sincerely, [redacted] Executive Assistant

Hello, The difference between what I signed and what I was told is unbelievableAlso, nobody offered me for free oil changesJustin called me and was very rude, condescending, and accusatoryHe said he could send me some oil change coupons that would only be good at his location and I requested a return call from the general manager, Smiley I spoke with Kelly, the customer relations manager two different times following my conversation with Justin and she assured me that she would have the general manager call meHe still has not done so and it is over a week laterAs you can see just from this experience the communication chain is clearly broken within this company, or they ignore customers that they don't want to deal with This entire problem goes back to the fact that Travis, the finance manager, lied to my husband and I not only about what we were going to be receiving as far as maintenance and protection of our vehicle, but also about required coverages that were never actually required by anyone The general manager told me that they would go back and check surveillance tapes because they record all conversations that are had in the finance officeI am very interested in those tapes if they actually existI don't understand how a company can treat their customers this way, especially a customer that purchased not only one but two vehicles from them and is only asking for what was promised to them from the dealership

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.Attached are documents showing a diagnostic code Psame code on Van's invoice [redacted] [redacted] report done on 1/14/same day visited Van complaining the "check engine light" had not been fixed [redacted] was not interested in reviewing this document First system check for this code is a defective or loose gas cap On 2/4/had a second opinion done by [redacted] Per their invoice [redacted] diagnostic code Preplaced gas cap and light is offNotes that if check engine light comes back on that the next step is to do a smoke test of the evapsystem Same steps outlined per [redacted] report Both merchants quoted that a "faulty" PCM would not be the cause of a check engine light on Van Chevrolet replaced a part that was not a function of the problem my mom came in for The car had no other problems other than a check engine light on that is now fixed with a new Chevrolet factory gas cap for $from [redacted] .I want a full refund for the invoice [redacted] for the part# [redacted] and labor costs associated with its replacement.Regards, [redacted] ***

The extended warranty that Mr [redacted] purchased does start from the factory in service date and not the date of purchase Mr [redacted] can cancel the warranty and Van Chevrolet will refund the full amount that he paid for it If this something he would like to do he can contact me directly at ###-###-#### We apologize for any confusion.Sincerely, [redacted] Executive Assistant

Dear Sir or Madam:Van Chevrolet did speak with [redacted] on 11-04-and apologized for any inconvenience that may have been caused and offered a reimbursement of $as a gesture of goodwill [redacted] was happy with Van Chevrolet's resolve If you have any questions please call me.Sincerely, [redacted] Executive Assistant

I attached a copy of Ms***’s purchase information such as the date of the sale and the mileage I also attached a copy of the notes from technician on the safety inspection done on this vehicle which states the tires had 7/32nds and a copy of a General motors pre-owned certification checklist that states the tires have to have a minimum tire tread depth of 5/32nds Van Chevrolet did not sell Ms [redacted] her vehicle with unsafe tires They were within a safe tread depth at the time of sale Again, Ms [redacted] did put over 11,miles on her vehicle since she purchased it We apologize for any confusion If you have any questions please call meSincerely, [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 van chevrolet had me sign two contractsi have them bothIm sure that [redacted] in finance turned in the contract that best suited himwhy two contracts? I am considering an attorney by the advice of family Regards, [redacted] ***

Dear Sir or Madam:Van Chevrolet did process [redacted] registration with the state of [redacted] It does show that the resitration and plates were sent to [redacted] on October 28th [redacted] should have her plates before her temporary plate expires We apologize for any delay If you have any questions please call me.Sincerely, [redacted] Executive Assistant

Dear Sir or Madam;Ms [redacted] purchased her vehicle on November 19, We regret that Ms [redacted] has concerns over her experience purchasing a vehicle from Van Chevrolet All transactions undertaken by the dealership include a standard provision in the retail order agreement wherein the dealership and the customer acknowledge that the purchase is conditioned upon the dealership obtaining funding for the customer's loan Ms [redacted] did sign a Retail Order for a Motor Vehicle agreement that address this condition to the transaction, and thus either the return of the vehicle or the restructure of her transaction was contemplated and agreed to by the parties We are perplexed that she now elected to raise this complaint almost a year laterWe do not perceive that anything improper occurred in this transaction, and thus we cannot take any further steps to resolve Ms [redacted] ’s newly-raised concern If you have any questions please call meSincerely, Trena M [redacted] Executive Assistant

Dear Sir or Madam: Van Chevrolet did attempt to obtain financing for MrW [redacted] on a vehicle The bank did require proof of income to fund MrW [redacted] 's car deal The proof of income provided was not sufficent enough for the bank to fund Mr W [redacted] 's loan We apologize for any inconvenience If you have any questions please call meSincerely,Trena M [redacted]

[redacted] , the service director spoke to the customer and the daughter yesterday in his officeHe explained to the daughter that this is a year old vehicle and there was as internal problem with the ECM moduleThe customer came in with a concern for her check engine light being onVan Chevrolet advised the customer what was diagnosed and presented her an estimate to repairShe authorized the repairs and they were completedThe daughter states the check engine lamp came back on a couple weeks later but would not allow us to inspect the vehicleMr [redacted] offered them a loaner car and stated we would inspect the vehicle at no chargeShe refused for us to diagnose the vehicle or to even look to see if in fact the check engine lamp was back onMr [redacted] explained to them that we guarantee all our work performed for year or 12,milesMr [redacted] also explained that we will correct the check engine lamp if it is back onShe would not allow us to inspect the vehicleWe apologize for any confusion If you have any questions please call me.Sincerely, [redacted] Executive Assistant

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 When I signed my documents for van cherolet all documents had a customer copy All copies looked like the original; I receiced a copy machine copy not the customer copy I have no idea why this is so hard for the dealership to send me my orginal copies I signed The contract was yellow, the CPO agreement was blue The dealership is refusing to send those copies, that was the reason for the complaint to the Revdex.com Where are those copies??? Regards, [redacted]

June 29, Response to Complaint # [redacted] – [redacted] E [redacted] We have reviewed the complaint filed by Mr [redacted] with our service department We greatly apologize for the inconvenience these issues caused him and the lack of follow through on the part of our employees The technician and service writer involved have both been formally reprimanded because of this incident We have mailed a check directly to Mr [redacted] in the amount of $to the address listed on his complaint If there are any further questions regarding this matter, please contact me directly at ###-###-#### Thank You, Stephen F [redacted] Controller