Van Chevrolet

Dear
Sir or Madam: Van Chevrolet did attempt to obtain financing for Mr. W[redacted] on a vehicle. 
The bank did require proof of income to fund Mr. W[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 me. Sincerely,Trena M[redacted]

Dear Sir or Madam:Van Buick GMC did work with Ms. [redacted] to trade her out of the vehicle she was not happy with and put her into a new vehicle. She is completely satisfied at this time.  If you have any questions please call me.Sincerely,Trena M[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

Dear Sir or Madam;Ms. [redacted] purchased her vehicle on November 19, 2015.  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 later. We 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 me. Sincerely, Trena M[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.Attached are 2 documents showing a diagnostic code P0440 same code on Van's invoice [redacted].  [redacted] report done on 1/14/15 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 2/4/15 had a second opinion done by [redacted].  Per their invoice [redacted] diagnostic code P0440 replaced gas cap and light is off. Notes that if check engine light comes back on that the next step is to do a smoke test of the evap. system.  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 $29.85 from [redacted].I want a full refund for the invoice [redacted] for the part# [redacted] and labor costs associated with its replacement.Regards,[redacted]

Ms. [redacted] purchased a used 2013 Chevrolet Camaro from Van Chevrolet on 11-18-2014 with 16,392 miles on it.  Ms. [redacted] has since then put 10,000 miles on her vehicle.  Van Chevrolet explained to her that before she purchased the vehicle it went through a safety inspection.  The sate...

inspection indicated her tires were well within the safety limits and did not need replacement.  Van Chevrolet also explain that there is a 15day/ 500 mile warranty on any safety related items and that she had surpassed that warranty.  Van Chevrolet will not reimburse her the cost of replacing the tires.  Also, if Ms. [redacted] is unhappy with her extended warranty that she purchased she can fill out a cancellation form and we can submit it to the warranty company for a reimbursement.  We apologize for any confusion.  If you have any questions please call me.Sincerely,[redacted]Executive Assistant

[redacted], the service director spoke to the customer and the daughter yesterday in his office. He explained to the daughter that this is a 12 year old vehicle and there was as internal problem with the ECM module. The customer came in with a concern for her check engine light being on. Van...

Chevrolet advised the customer what was diagnosed  and presented her an estimate to repair. She authorized the repairs and they were completed. The daughter states the check engine lamp came back on a couple weeks later but would not allow us to inspect the vehicle. Mr. [redacted] offered them a loaner car and stated we would inspect the vehicle at no charge. She refused for us to diagnose the vehicle or to even look to see if in fact the check engine lamp was back on. Mr. [redacted] explained to them that we guarantee all our work performed for 1 year or 12,000 miles. Mr. [redacted] also explained that we will correct the check engine lamp if it is back on. She would not allow us to inspect the vehicle. We 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.
van chevrolet had me sign two contracts. I have them both. Im sure that [redacted] in finance turned in the contract that best suited him. why two contracts? I am considering an attorney by the advice of family. 
Regards,
[redacted]

Thank you again for bringing Mr. [redacted]’s complaint to our attention.  Mr. [redacted] did purchase a Used 2011 Chevrolet [redacted] from Van Chevrolet on 10-15-2014.  Mr. [redacted] did bring the vehicle back the following weekend with some service concerns. Van Chevrolet did...

address Mr. [redacted]’s concerns.  (Please see attached R.O.).  We apologize for any inconvenience.  If you have any questions please call me. Sincerely,[redacted]Executive Assistant

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]

Hello, The difference between what I signed and what I was told is unbelievable. Also, nobody offered me for free oil changes. Justin called me and was very rude, condescending,  and accusatory. He 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 me. He still has not done so and it is over a week later. As 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 office. I am very interested in those tapes if they actually exist. I 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.

August 9, 2017  2nd response - Complaint # [redacted]   We have received the second response from Mrs. [redacted] concerning her issue with our service department.  Additionally, since originally filing her complaint, she has also filed a complaint with the Arizona Attorney General as well as sought independent counsel.   As we suggested in our original response to the Revdex.com complaint and the Attorney General complaint, Mrs. [redacted] needs to contact General Motors directly seeking relief and/or a buyback of her vehicle.  Van Chevrolet cannot make that decision.   Our attorneys have also responded to Mrs. [redacted]’ attorney with the same information, as well as provided them with documentation that they requested so that a buyback could be pursued through GM.   At this time, Van Chevrolet will refer all other correspondence directly to our legal counsel in regards to this matter.  If there are any further questions, I can be reached directly at ###-###-####.   Stephen F[redacted]Controller

2nd response - Complaint # [redacted] - [redacted]       It appears that nothing Van Chevrolet can do will make Mr. [redacted] happy at this point in time, nor from his original complaint would he have been happy then.  He seeks payment of $100 – yet still will not be satisfied.    We are sorry that he feels this way, but Van Chevrolet does not feel that anything is owed to Mr. [redacted].

I did receive Mr. [redacted] voicemail and returned his call today.  He did not answer so I left him a voicemail.  I explained that when we talked on Friday I offered to remiburse him his first car payment.  I asked if it was around $400. He said he thought so and he would get back with me after he spoke with his wife.  Mr. [redacted] called me back and said he and his wife thought 2 car payments would be better.  I agreed to 2 car payments.  Mr. [redacted] car payment is 364.93 so we sent him a check for $729.86.  Van Chevrolet did not have an oppurtunity to do the repairs on Mr. [redacted] vehicle because he did not want to drive to Scottsdale from Tucson.  I verified with Mr. [redacted] that the repirs were done and that there were no out of pocket expenses to him.  I apologize for any confusion.  If you have any questions please call me.Sincerely,[redacted]Executive Assistant

[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 [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.
Regards,
[redacted]

Dear Sir or Madam; Ms. [redacted] did purchase a 2009 Buick Enclave from Van Chevrolet on 10-05-2015.  Our records do show that Ms. [redacted] did return with the vehicle on 10-07-2015 with a complaint that the vehicle kicked or shuddered while driving.  Our service department did find that a...

coil and spark plug needed to be replaced.   Van Chevrolet did replace them both and found that the problem had been resolved.  On 10-27-15, Ms. [redacted] had the vehicle towed into Van Chevrolet because the check Engine light was on.  According to the vehicle scan the #5 injector was sticking.  Van Chevrolet did replace the #5 fuel injector and fuel pressure sensor.  This was covered by her extended warranty.  Van Chevrolet has not heard from Ms. [redacted] since last October regarding any other concerns regarding her vehicle.  We would be happy to look at Ms. [redacted]'s vehicle if she would like to bring it in.  We apologize for any inconvenience.  If you have any questions please call me. Sincerely, Trena M[redacted] Executive Assistant

Dear Sir or Madam, Van Chevrolet did put Mr. M[redacted] on our do not call list.  We apologize he has received so many calls.  If for any reason Mr. M[redacted] receives another call please have him call me directly.  Again we apologize for any inconveience. Sincerely, Trena...

M[redacted]Executive Assistant

March 8, 2017RE: Revdex.com complaint# [redacted] - [redacted]To Whom It May Concern:We are in receipt of Ms. [redacted] complaint dated March 3, 2017 regarding damage done to her vehicle while at Van Chevrolet for service.Ms. [redacted] returned to raise these complaints after previously picking up her vehicle....

 The vehicle was originally brought in for work done to the suspension, and her subsequent "laundry  list" of damage would have had nothing to do with the repairs made.   As well as physical "damage", she also claimed that the car "smelled",  had scuff marks on the door, was muddy and the seats were dirty.  In discussing these issues with Ms. [redacted], our advisor agreed to get the car cleaned up for her, but in no way agreed to the litany of damage to her rear bumper, multiple scratches related to removing her hard top, leather seat replacement, repainting, etc. Enclosed is a copy of a letter sent to Ms. [redacted] upon receiving an estimate from an auto body company for the alleged damage.  We also  have  correspondence  from  her on  two  different  occasions  since  picking  up the  vehicle completely contradicting not only her own trust/mis-trust ofthe dealership but several other facts as well.Subsequent to this reply, Ms. [redacted] has now disputed payment for the repairs that were made to the vehicle in question as well as another, non-related, vehicle, a total of $1119.10  and filed a complaint  through  General  Motors. Included  with  this  complaint  was  a  link  to  a  "secret video/audio  recording" of her discussions  with our service advisor.   The information  from the video/audio file does not contain any admittance of fault for damages to her vehicle.  As stated in her complaint and in our letter to her, we did tell the advisor that we did not want future contact with Ms. [redacted], based on her claims against the dealership, so he was told not to have discussions with her. Van Chevrolet will actively be seeking payment for the repairs done to her vehicle as there has been no dispute of those repairs, only the issue of damage.  Enclosed are copies of both repairs orders and authorizations  by Ms. [redacted]. We, again, deny that any of the damage claimed by Ms. [redacted] was done by our service department. At the time of pick-up, it would seem that the exterior ofthe car was dirty and may not have been washed-something that by Ms. [redacted] own request, we never do. Her car goes from the service drive to the repair bay and back to the service drive.  As the repairs done were to the suspension, our technician would have taken a short test drive with the vehicle. If roads were wet, or puddles existed, etc., he may have had to drive through them.  The severe and costly damage types and claims would not have happened due to our repairs. As an example, damage around her hard top area "because we removed it", simply makes no sense as we would have had no reason to remove it.As Ms. [redacted] Corvette is a 2006 model, it is our belief that she is simply trying to get Van Chevrolet to "refurbish" her vehicle.   We do not dispute that the vehicle is in nice condition, however now ten plus model years later, the car will naturally have some scratches, scuffs, not smell "new", etc.   We would be happy to reimburse Ms. [redacted] for a full detail and clean-up of her vehicle, but certainly do not authorize nor admit to fault for any of the damage she is claiming.If you have any further questions concerning this matter, please do not hesitate to contact me directly at ###-###-####. Regards,Stephen F[redacted]Controller

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 2013 Chevrolet Traverse. Having talked to all of the dealership personnel involved, we did want to clear up a few of the statements that were made in Mrs. [redacted]’ 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 customer. It 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...

I attached a copy of Ms. [redacted]’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 11,000 miles on her vehicle since she purchased it.  We apologize for any confusion.  If you have any questions please call me. Sincerely,[redacted]