Victory Chevrolet

Initial Business Response / [redacted] (1000, 5, 2016/07/29) */ [redacted] is correct that the part has been on national back order from FoMoCo.We ordered the part 6/29/and received it on 7/28/we have called our customer 7/29/to schedule an appointment for installation of the electric vacuum pump at no charge to the customerThe owner notification letter sent to our customers by FoMoCo is dated February and states if you have paid for this service before the date of this letter (February 2016) you may be eligible for a refundIf our customer has a receipt prior to February we will apply to FoMoCo for a refund on his behalf and send him a check within to working days when the claim is paid by FoMoCoThis gives our customer the benefit of another new electric vacuum pump and a refund or just another new pump

Initial Business Response / [redacted] (1000, 5, 2016/04/18) */ According to the JWF Finance Department, the customer has been refunded

we have been informed the customer took his vehicle to [redacted] in [redacted] on 04/23/and they were able to replicate the proper codes to perform the customer satisfaction program 16nSince that has transpired we would request this case be closedThank You

Initial Business Response /* (1000, 5, 2018/04/02) */
our customer did return and speak to our service managerThe situation was rectified and the customer left with his vehiclethank you for sending this information from the customerIf the customer has anymore questions or concerns he was
informed he could contact our service manager direct @775-829-

Initial Business Response /* (1000, 5, 2017/06/08) */
OUR CUSTOMER IS CORRECT REGARDING THE LACK OF COMMUNICATION THAT WAS NOT PROVIDED BY ANGEL AND HE DID APOLOGIZE TO THE CUSTOMER WHEN SHE PICKED UP THE VEHICLETHE CUSTOMER CALLED THE NEXT MORNING AND SPOKE TO OUR SERVICE MANAGER AND IT WAS VERY
CLEAR THAT THE CUSTOMER WAS VERY ADAMANT THE VEHICLE WOULD NOT BE RETURNING BECAUSE OF LACK OF TRUST THAT THE WORK WOULD BE FINISHED IN A AGREED UPON TIMECONSEQUENTLY WE WILL HAVE NO RESOLUTION UNLESS THE CUSTOMER CHANGES THEIR MIND IN THE FUTURE AND RETURNS TO OUR SERVICE DEPARTMENT
Initial Consumer Rebuttal /* (3000, 7, 2017/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The proposed resolution was to be able to purchase the key at the quoted price of $and only be charged the quoted installation fee of $I'm still requesting to purchase the key at the quoted price $Agreed, I now don't believe that Jones West Ford can't complete work in an agreed upon time frameI will take my complaint to FordI was sold a warranty when I purchased the vehicleIt is unreasonable to travel to another city because Jones West Ford is unable to keep and fulfill the commitments madeMaybe Jones West Ford does it intentionally so they don't have to provide warranty work?
Final Consumer Response /* (2000, 10, 2017/06/20) */
Please disregard comments, Ford has been contacted and the Ford dealership in Carson City has provided a new Fob that was programed last weekAdditionally the rest of the warranty work will be completed this Saturday

Initial Business Response /* (1000, 5, 2015/09/29) */
Customer is well aware of the additional agreed upon charges.Customer signed repair order and agreement for daignosis ang partsParts were pre paid by the customer as they were orderedCustomer was informed of this again when he picked up his
vehicleCustomer was called when parts arrived at the dealer and was verbally informed when he came in that there would be an additional labor install fee of $Gustomer agreed and came in to get parts installedWhen customer came in to pick up his vehicle he tried to deny charges however he admitted that he agreed to the additional charges in front of two employeescustomer.Customer was never told his keys would be returned as the keys were already in his vehicle pulled up on the isleThis may be customer extortion since the customer was well aware of work and chages including parts, diognostic charges and return labor charges before he had any additional work performedMy stall was very professional and performed their job dutied wellDealership will not return any Portion of the agreed $Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The estimating policies of Jones West Ford are misleading and deceptiveThey should disclose the entire cost of the repair before doing the repair
Final Business Response /* (4000, 9, 2015/10/15) */
The customer was given an estimate for the part, and authorized dealership to order the partAt that time it was explained to the there will be an additional charge to have the special ordered part installed when he returnsWhen the customer returned to get the part installed, once again it was explained to him that there will be a $labor charge to install the partAt the time that the customer came in to have the part installed (he could have) refused to have the part installed and not pay the additional fee, however the customer was informed of the charge and agreed to the workOur policies and the way we handle customer diagnosis and repair estimates are open, and up front before any work is performedWe are not misleading or deceptive, and full disclosure of the cost was made to the customerOur position is the same dealership will not refund the customer request of $Thank you

(The consumer indicated he/she DID NOT accept the response from the business.)
So because this keeps happening on the weekend and your service hours do not include the weekendsI would need to keep the truck running all weekend until you open? The lights go off after the truck has been turned off
I have pictures for it this time and I think that should be enough for you guys to help me out

Initial Business Response /* (1000, 8, 2016/02/23) */
To whom it may concern,
We have evaluated ***s repair invoice (***)and do not find any discrepancies in the labor time or labor rate charges
We use the Mitchell II mechanical labor estimating guide for the flat rate technicians time
and our labor rate for gasoline and diesel vehicles is $per hour
*** was charged two hours to diagnose line A @for a total of $220.00, line B hour for $line C hour for $110.00, line D hour for $
Diagnosis time is necessary to determine the exact discrepancy and requires time, experience and use of expensive testing equipment
As *** has stated because of time constraints he only authorized the repairs on line F and GThe original estimate was undated from $to $by phoneThe total invoice including diagnosis,parts,labor to replace the EGR valve and turbocharger, shop supplies and tax is #3,
We apologize to *** for not receiving the in depth clarity he deserved regarding his invoice detail for work and charges during his exit review

Initial Business Response /* (1000, 5, 2016/03/29) */
We have spoke to *** and his son *** several times
We understand all of the key elements to great customer service and good communication skills is one of the most importantWe failed to communicate properly with *** on
his prior visit with his fusion and did not inform him the door latches for the recall were on back order and when he brought his explorer in for a oil change and shift indicator inspection we did not follow up with him for the entire dayWe did the next day and apologized for making such a critical error*** agreed to pick up his explorer and drop off the fusion for the door latches to be installedWe delivered the fusion back to his home to save him anymore inconvenienceWe also delivered the next oil change sticker that was not installed on his windshield and another next oil change free couponUnfortunately we must have activated his valet parking aid on his explorer and he was livid about that of courseI have returned his call and left a message with no response at this timeWe do apologize that we failed to make amends with *** and hope he will reconsider using our services in the future

Initial Business Response /* (1000, 5, 2016/05/25) */
The transaction negotiated by the customer was not conditioned with ability to refinance the purchase she made at a later dateDepreciation, loan values and market condition changes were explained in great detailThe reason Jones West Ford as
approximately lenders is so lender changes don't limit our ability to provide excellent service to our customersThe recommended loan values for used vehicles change weeklyThe request for a refund is not founded

Initial Business Response /* (1000, 5, 2016/02/16) */
The customer was formally apologized to by the service manager at Jones-West fordin addition his concerns have been corrected and the vehicle washed and fueledThe customer in addition was given a no charge loaner while his vehicle was being
fixedThere will be no additional calls to the customer as his concerns have been addressedWe are sorry that the customer has lost his trust in this dealership
Initial Consumer Rebuttal /* (3000, 7, 2016/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your dealership has no genuine concern for their customers issues whatsoeverHonestly, its a little embarrassing to drive around in a vehicle that has had lousy work done to itThe only reason why I've gone back to get maintenance done on my truck so many times is because by being a ford owner and buying my truck there, that is where they recommend me to goI've gone against my better judgement and tried many times to give them a chance otherwise I would go out to Carson like most other people doIf it wasn't for the extended warranty on my truck I would give it back and go to GMCIt's not a good sign if I try to contact the owner and I have never once gotten a phone call backI called to make an appointment with the owners son and they said they would get back to meI made a follow up call to inquire once more about that appointment and they couldn't give me a direct answerI don't understand why he won't just see me personallyEver since he took over the dealership he doesn't follow up with anythingSince it was so difficult to get ahold of someone in a manager position, I looked at their *** to see if I could possibly contact someone and of course I see nothing but bad reviewsIt's really a shame that the only way I could get a response from anyone was by writing on hereThe reason my trust is lost is because the dealership does not care at allI guarantee you if you did a survey in this area about their service, you would understand why I'm so dissatisfied with you guysThey do the bare minimum of whats required just to cover their backsI am not seeking any apologies in the form of words or car washesand yes a loaner is something you should provide for your customers especially since the reason it needed work overnight, causing me to be out of a vehicle in the meantime is due fully to your mistakesYou completely missed the point I was trying to get across to youIt would be nice to speak with someone who's got some sense and decencyNot to mention your dealership really needs to get their act together and take care of business the right wayAnd no additional calls will be made to me? I have yet to received one at all
Final Business Response /* (4000, 9, 2016/03/01) */
The customer concerns have respectfully been handled at the dealership in the appropriate departmentsIn addition all management groups have been kept informed and aware of the handling of this customers concernsIn conclusion there is no further action needed to be taken as the concern has been addressed and completedThank you

Initial Business Response /* (1000, 5, 2015/07/02) */
This is the first complaint we have had of this natureThe trade in value and the sales tax credit allowance are clearly disclosed in seperate ares numerous timesWe would have exlplained all aspects of the transaction as many times as needed
had we known there was any misunderstanding
Initial Consumer Rebuttal /* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They still used a deceptive tactic saying they got a better price for the trade in when in fact they are giving a lower trade in allowance and then adding the state rebate tax to make it seem as if Jones West is giving me more for the trade inThe $the salesman told me he got for my trade in is what should be on the trade in allowance line and not a lower number with the rebate added in

Mr*** has been informed that unless the proper diagnostic trouble codes are present we are unable to assist in performing the 16ncustomer satisfaction programFoMoCo will not pay for parts or laborWe are hopeful that when MrHeltons vehicle arrives today the necessary codes of Por Pare still stored in the pcm so we can perform the 16nfor his peace of mindThis is not a safety recall from FoMoCo that we can arbitrarily perform without proper codes

Initial Business Response /* (1000, 5, 2016/04/18) */
According to the JWF Finance Department, the customer has been refunded.

Initial Business Response /* (1000, 5, 2016/01/15) */
Contact Name and Title: [redacted]
Contact Phone: 775 329 8800
Contact Email: [redacted]
[redacted],
The truck purchased by your family is the best selling truck in the nation. The vehicle chosen by your family was in...

excellent condition and of very low miles for a 2014. The terms of your purchase request were not standard with no down payment or equity put towards the purchase which affected the rates and terms that could be provided. We are certain that if down payment was offered when seeking alternative financing options, better rates could have been offered by our banks. Every document involving your credit was provided to you at time of purchase. We also provided documentation on the vehicle history and value, and not much more could have been done to provide you about your choice of vehicle. At this point, renegotiation is not an option, nor is it warranted.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The documentation provided for the vehicle was for a Platinum addition vehicle. I still have the sticker that came off the window. The credit score reported to me by Jones-West was also lower than the score my bank provided me by over 50 points. I do not want to deal with them anymore; I never will again, and anyone who asks me about them will get the truth from me.
The vehicle is a great truck; the people who work at Jones-West, not so much.

Initial Business Response /* (1000, 5, 2016/07/29) */
[redacted] is correct that the part has been on national back order from FoMoCo.We ordered the part 6/29/16 and received it on 7/28/16 we have called our customer 7/29/16 to schedule an appointment for installation of the electric vacuum pump...

at no charge to the customer. The owner notification letter sent to our customers by FoMoCo is dated February 2016 and states if you have paid for this service before the date of this letter (February 2016) you may be eligible for a refund. If our customer has a receipt prior to February 2016 we will apply to FoMoCo for a refund on his behalf and send him a check within 8 to 10 working days when the claim is paid by FoMoCo. This gives our customer the benefit of another new electric vacuum pump and a refund or just another new pump.

we have been informed the customer took his vehicle to [redacted] in [redacted] on 04/23/18 and they were able to replicate the proper codes to perform the customer satisfaction program 16n02. Since that has transpired we would request this case be closed. Thank You