Vic Koenig Chevrolet

When Ms [redacted] brought her car in on 12/06/for the check engine light we used a diagnostic computer to scan for codesIt came up with codes Pand Pwhich told us to check the intake actuator valveIt was then replaced under factory warrantyDuring the repair we also noticed an oil leak on the front of the timing cover which was also fixed under warranty When she called on Christmas Eve our service department was closed for the holidays Dec24-and then closed again from Dec 30-to Jan 3rdI am sorry we were not able to get her in as quickly as we would have likedWhen she stopped in early January the check engine light was on and the scanning computer came up with code P(fuel system running lean) Which had nothing do do with any previous repairShe made an appointment for Jan 19thWhen she brought it in on the 19th we scanned it again and it still came up with (fuel system lean) we reprogrammed the control module hoping it would fix it but it did notWhile test driving it again it had a new code pop up P(fuel pump flow) these codes are all connectedWe installed a fuel pump module which fixed the problem with the check engine light Ms [redacted] 's complaint was about the whining noise along with the check engine lightWhen our technician worked on it he was concentrating on the check engine light issue since he knew it happened beforeUnfortunately he failed to see the other line on his ticket that referred to the whining noiseSo the whining noise was never checked out nor did she pay anything for thatShe brought it back in on January 25th for the whining noise and after driving the vehicle we diagnosed the problem as left front wheel bearing was bad as well as some noise from the right rear which could also have been badWe certainly regret that Ms [redacted] had to come back a few time so we offered her a $discount if she wanted us to repair itShe declined the repair and wanted us to pay for it ourselvesUnfortunately we are unable to do that since we really didn't think we had done anything wrong except forgetting to see the other line on the repair ticket I am sorry she has had these problems with her car [redacted]

Dear Revdex.com, Concerning the complaint from Ms***Attached is a copy of the Lifetime Powertrain Loyalty CertificateThis is a "no charge" service loyalty program that customers can participate in if they wishMs *** and Mr*** both signed the agreement which states in section :
Maintenance Requirements for pre-owned vehiclorder to maintain your reward eligibility under this Loyalty Certificate, You are required to have your oil and filter changed and your tires rotated at the Service intervals shown to the right (box marked is every 5,miles) at "Our Service department"According to our records Ms *** had the oil changed at our service department April at 81,miles and then again Oct at 90,instead of the 5,miles to keep eligibleShe has not been to our service department since Oct The Lifetime Loyalty Certificate is through a third party and they have ruled this customer as ineligible because service intervals have been surpassed here at our dealershipI'm very sorry they are having issues with their truck but we must abide by their decision and are unable to repair their truck

Concerning the letter from *** *** and her Impala. I wish we
could help Ms*** but her car now has over 247,miles on itThe service contract she bought with the car was a mo/ 100,mile policy which ran out almost 150,miles agoThe car just has a huge amount of miles on it and things are wearing outShe must be getting phone calls from other service contract companies that are trying to sell her another policy since we have not called her. The “lifetime alignment” she refers to came with the new tires she bought at the same timeShe bought those tires when the car had 41,miles on it. When those tires wore out the lifetime alignment endedSince she is a good customer we elected to align it for her anywayNow again the car has so many miles on it the suspension parts are wearing outI believe she has had 3-other sets of tires since thenAs much as we would like to keep her as a happy customer we are unable to continue doing work at no charge Sincerely, *** ***

Dear Revdex.com I sent a letter yesterday responding to this You will see the matter was resolved and we were able to keep the husbands name on the loanThe customers have signed new paperwork and we believe this is closed*** ***

This complaint was sent before we solved their problem. By the
time the letter got to us the problem was solved. After discussions with the bank we were able to add him to the paperwork. We certainly didn't do anything underhanded or sneaky. We assumed the bank the customers were already with would alos finance the newer vehicle. We found out this was not the case. After many discussions with different banks we were able to find one that was willing to allow both of them to be on the loan. The customers have signed the paperwork and we believe the case is closed

Initial Business Response /* (1000, 10, 2016/01/19) */
Dear Revdex.com, Sorry for any delayWe turned this over to GM/ChevroletChevrolet's decision is this is a condition of the truckChevrolet has a bulletin out regarding this conditionBulletin #PI056H talks about the "Wax coating peeling
on the frame" and instructs us to reapply a coatingThere is another Chevrolet bulletin #PI0281D that talks about under body component corrosionIt explains that there is always a chance that after driving a vehicle it may show some surface rust on some componentsThis is considered and it goes into greater detail regarding this conditionWe are happy to reapply the coating after cleaning off the surface of the frameAs of now Chevrolet is not offering any other adviceIf Mr*** would like we can certainly help him trade out of his truck into a new ChevroletWe can also "go to bat" for him and ask for "trade assistance funds" from Chevrolet to help make the trade easierIt may not be available but we would be willing to try for himThank you, *** *** , Dealer

Initial Business Response /* (1000, 15, 2015/10/28) */
Dear Ms. [redacted]
In response to the complaint by [redacted]
We are very sorry for any misunderstanding during your purchase from our dealership. You came to our dealership on Feb 11,2015 and purchased a 2015 Chevy...

Captiva. It took extra time to get the bank to agree to financing you and your husband due to some credit issues. It doesn't usually take that long. The next day Feb 12, 2015 you came back and told us you changed your mind and didn't like the Captiva. Unfortunately the vehicle you traded in had already been sold to someone else and your paperwork completed. We certainly didn't want you to be unhappy so we agreed to trade you into the 2011 Chevy Colorado which you and your husband agreed to do and the paperwork was signed again. We also agreed to give you a check for $1,600 to be used for whatever you wanted once the bank sent us the money for the loan contract. We gave you that check on Mar 5, 2015.
The finance contract for the 2015 Captiva you signed was a payment for $682 a mo. When you brought the Captiva back you signed a finance contract for the 2011 Colorado for $738 a mo. I don't know where you are getting the $238 a mo. you talk about in your complaint. The bank which the 2011 Colorado is financed with checked your credit and your income and approved you to purchase the Colorado for $738 a mo. The payments would have been quite a bit less if you had qualified for a better interest rate. You talk about the payment taking your whole income for the month, but that is just one of your incomes the other party on the loan makes a substantial income on top of that which is not mentioned.
We are sorry but at this time we really don't think there is anything we can do to help you.
[redacted] Chevrolet
[redacted]
Carbondale, IL. XXXXX
w. XXX-XXX-XXXX

When Ms [redacted] brought her car in on 12/06/16 for the check engine light we used a diagnostic computer to scan for codes. It came up with codes P0011 and P0010 which told us to check the intake actuator valve. It was then replaced under factory warranty. During the repair we also noticed an oil...

leak on the front of the timing cover which was also fixed under warranty.  When she called on Christmas Eve our service department was closed for the holidays Dec24-26 and then closed again from Dec 30-31 to Jan 3rd. I am sorry we were not able to get her in as quickly as we would have liked. When she stopped in  early January the check engine light was on and the scanning computer came up with code P0171 (fuel system running lean) Which had nothing do do with any previous repair. She made an appointment for Jan 19th. When she brought it in on the 19th we scanned it again and it still came up with (fuel system lean) we reprogrammed the control module hoping it would fix it but it did not. While test driving it again it had a new code pop up P2635 (fuel pump flow) these 2 codes are all connected. We installed a fuel pump module which fixed the problem with the check engine light.  Ms [redacted]'s complaint was  about the whining noise along with the check engine light. When our technician worked on it he was concentrating on the check engine light issue since he knew it happened before. Unfortunately he failed to see the other line on his ticket that referred to the whining noise. So the whining noise was never checked out nor did she pay anything for that. She brought it back in on January 25th for the whining noise and after driving the vehicle we  diagnosed the problem as  left front wheel bearing was bad as well as some noise from the right rear which could also have been bad. We certainly regret that Ms [redacted] had to come back a few time so we offered her a $200 discount if she wanted us to repair it. She declined the repair and wanted us to pay for it ourselves. Unfortunately we are unable to do that since we really didn't think we had done anything wrong except forgetting to see the other line on the repair ticket.  I am sorry she has had these problems with her car. [redacted]

Initial Business Response /* (1000, 11, 2015/07/25) */
I'm very sorry for your problems. As you know we have tried to help you and paid for a lot of the repairs. We just can't take another mechanics diagnosis for a repair until we check it out ourselves. That's what the $95 diagnostic fee is for....

Our service manager told you that if we did the repair for you the $95 would be waived. We would still honor that agreement. We just can't pay for your repairs forever. We are very sorry. [redacted]