Vision Quest

We have received the customer concern from Mr [redacted] regarding the recall work performed on his wife's Chevrolet HHR [redacted] , a Braeger Chevrolet Service Adviosr of 25+ years,opend Repair Order on April 2nd, (see attached doc) The technician installed a new cylinder kit and the customer was provided brand new keys...as per the GM Recall To suggest we did not perform the recall is inaccurate The recall work our technician performed in no way corrolates with the Traction Control or ABS warning lights that came on...they are on two completely different circuits We would be willing to discount any diagnosis time as well as labor costs to make the repairs as affordable as posible for the [redacted] 's, but we did not damage their vehicle in anyway or cause the warning lights to come on Thank you [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

[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 is satisfactory to me Regards, [redacted]

We have received and reviewed the concerns from Mr [redacted] After talking with the advisor and technician, they stated that we simply drained the transmission fluid and put in a new trans filter There were no parts replaced and there was no mechanical work performed...just a fluid and filter change Our technician was not negligent in any manner We have offered to assist Mr [redacted] with the cost a remanufactured transmission.Thank you [redacted] VP, Chief Operating OfficerBraeger Chevrolet

When [redacted] arrived for her second visit, she drove her vehicle right into our Service Drive. [redacted] turned her vehicle off and walked up to [redacted] 's desk. After re-confirming the concern with John, [redacted] went to the guest lounge. The same technician that worked on [redacted] 's vehicle the day before, Aaron, started [redacted] 's vehicle on the service drive and pulled it into his stall. Over the next 15-20 minutes, Aa [redacted] started the vehicle an additional 10-12 times. Every single time, the vehicle started immediately and never once stalled. That is when John approached [redacted] and her husband *** in the guest lounge to ask her what the conditions were when she experienced the stall the previous day. [redacted] stated that she was in the store for approximately an hour, then came out, started her car and then it stalled. Our suggestion was to re-create the situation to try and duplicate the results. We parked [redacted] 's vehicle on the north side of our service department to keep it out of the way, since it was going to sit for an hour. Approximately an hour later, [redacted] escorted [redacted] and her husband, ***, from the guest lounge to their vehicle so they could attempt to start it. As I mentioned in yesterdays correspondence, [redacted] started the vehicle without issue, [redacted] thanked [redacted] and they headed home. If the vehicle is in fact stalling, we need to get it back in our shop to address the issue. The work that was performed was necessary, and to the best of our knowledge, fixed the issue. The vehicle has started, without issue, each and every time we have started it at Braeger,,,and with [redacted] present as well. Again, we would be happy to take a look and see if there is any other stalling concerns. Thank youJasoin E***

[redacted] leased a new vehicle from us on January 27th, GM Financial completed their vehicle inspection on [redacted] 's lease turn in, business days later on February 8th I have attached the following documents for you review:Page & The original customer concern from the Revdex.com to BraegerPage & The Lease Termination Inspection Report from GM FinancialPage & Showing damage to two (2) wheel coversPage Showing scratches on the decklidPage Showing a third wheel cover with an actual piece of the cover broken off and missingPage Showing body damage a dent and scratch on the fenderPage 10,11,12,13, ShowingThe customer is scratches on the bumper coversPage 15,& Showing damage, missing paint and red paint on the bumperPage The Odometer Disclosure Statement showing the miles at lease turn in of 45,829The miles on the signed Odometer Statement of 45,are the exact same miles on the GM Financial Inspection Report The lease return vehicle was not driven, moved or damaged by Braeger The customer is solely responsible for the damage that was noted by GM Financial The customer came into our dealership on Friday, May 13th and stated that Braeger should pay for these damages because she had purchased other vehicles from us Then she stated that we should pay for these damages because we have more money.The customer knew she was responsible for the damage and she paid GM Financial for the damages.Thank you [redacted] VP/General ManagerBraeger Chevrolet

Mr [redacted] contends that “because it was an older truck and had that much mileage they could say anything was wrong with it.” I can assure you that our technicians do not just arbitrarily replace parts on customer vehicles because they are “older” Our position on this matter basically has not changed Mr [redacted] vehicle was inspected by one of our highly trained factory technicians and it was determined that the vehicle had numerous suspension and brake parts that were severely worn Part of our responsibility to our customers is to alert them to potential problems on their vehiclesIt just so happened that the “noise” Mr [redacted] brought his vehicle in could very well have been caused by one of the worn parts that we replaced But if we look past the initial complaint of “noise”, our technician inspected a vehicle and found it was in need of repairs In our opinion the “noise” complaint is secondary Even if Mr [redacted] had not complained of noise and brought his vehicle in we would have told him about the worn suspension and brake parts that needed to be replaced This repair was needed whether or not the vehicle was making any noise and, again, it is our responsibility to advise our customers of needed repairs on their vehicle It is conceivable that a tech could miss a needed repair or part that needs replacement and then if the part in question breaks, the customer would come back and probably be upset that they had to bring their vehicle into our shop a second time when we could have fixed the part on the first visitLet’s assume that we did not advise Mr [redacted] about the various suspension and brake parts that were in need of replacement And he then drove off in his vehicle It is our opinion that one of these parts would have failed relatively soon and Mr [redacted] would then most likely not be happy with us and would be of the opinion that we should have advised him about these repairs on his initial visitThe bottom line is that the vehicle was in need of the repairs that we performed and we performed these repairs after getting the approval to do so from the customer We are sorry that Mr [redacted] feels that the repairs we performed were not warranted, but based on the opinions of our expert service personnel, they were

Actually your salesman was the one who told me to file the vandalized complaint in order to get it fixed, because they were not willing to do anything to help, and I was not going to pay almost $myself to fix your mistakeYou all were the only ones to have touched my carIt has NEVER been vandalizedTherefore maybe this whole braking system had a glitch before you all even sold it to meAs I said before, the business is shady, and as I can see you are tooAs far as the insurance, I still had to pay the deductible, so don't make it seem as though I did not come out of pocket for anythingThe problem should have never escalated to them anyway, because you all should have been better with customer service and assisted an upset customerHowever thanks for nothing

I have received and reviewed the concern regarding *** ***. Please see the attached pages of documents for clarification:
Page 1...Evidence of Insurance from SafeCo Insurance CompanyDated the day *** took delivery, 07/15/2014Listing *** *** as the InsuredListing the
Malibu LS as the vehicle insured, with VIN # ***
Page 2...Additional Insurance InformationListing all customer informationListing all Agent InformationListing all vehicles insured (including the Malibu LS)Listing the Vehicle CoveragesListing the Premiums
Page 3...Additional Insurance InformationListing Premium for months of coverage
Page 4...Additional Insurance InformationListing Additional Interests
Page 5...Copy of ***'s insurance card Listing Policy Number, vehicle information and insured drivers
Page 6...Braeger Document Listing ***'s Insurance Information
Page 7...Supplemental Credit Contract Provisions DocumentThis is a required document by *** *** *** to ensure there are no misunderstanding or miscommunications regarding Automobile Insurance
*** has never contacted myself or any other Braeger Chevrolet employee to discuss this situation. This is the first we have heard of any kind of concern regarding ***'s insurance since she purchased the Malibu in July of 2014. ***'s insurance company was contacted and they provided us with her insurance information
Hopefully this information clears this matter up. Please feel free to contact me with any other questions or concerns
Respectfully
Jason E*** *** ***Braeger Chevrolet

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In the company's response they claim "The technician installed a new cylinder kit and the customer was provided brand new keys". This is inaccurate. We received two copies of the same keys we already had. The fact that our original keys are the exact same as the supposed new keys we received does not make sense. The chances of these keys being the same are highly improbable. We can therefore only conclude that they failed to perform the work and knowingly copied our old keys in an attempt to defraud us. The dealership in question failed to address this in their response and instead chose to provide resume information from their service manager. We demand a response.As for the damage to the traction control system, it did not exist when the car was dropped off for service and was present when the car was picked up following the service. This was brought to the dealership's attention at the time and a service manager dismissed this claim. We insist that this damage had to be the result of the handling of or work performed on this vehicle.We appreciate the time the Revdex.com is taking to investigate this complaint. The apparent attempt to defraud us and falsify documents calls into question how many other vehicle owners may continue to be driving around with defective ignition switches with the belief that this service center performed necessary repairs. We were on a waiting list for almost a year to have them perform this work. We would appreciate the Revdex.com following up with this complaint including, but not limited to, potential litigation
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for the clarification.  The comment regarding litigation was directed towards Braeger Chevrolet and not the Revdex.com.  I appreciate your consideration and request that you please share my rebuttal with them.  Thank you.

[redacted] leased a new vehicle from us on January 27th, 2016.  GM Financial completed their vehicle inspection on [redacted]'s lease turn in, 8 business days later on February 8th.  I have attached the following documents for you review:Page 1 & 2     The original...

customer concern from the Revdex.com to BraegerPage 3 & 4     The Lease Termination Inspection Report from GM FinancialPage 5 & 6     Showing damage to two (2) wheel coversPage 7           Showing scratches on the decklidPage 8           Showing a third wheel cover with an actual piece of the cover broken off and missingPage 9           Showing body damage a dent and scratch on the fenderPage 10,11,12,13,14     ShowingThe customer is  scratches on the bumper coversPage 15,16 & 17     Showing damage, missing paint and red paint on the bumperPage 18         The Odometer Disclosure Statement showing the miles at lease turn in of 45,829The miles on the signed Odometer Statement of 45,829 are the exact same miles on the GM Financial Inspection Report.  The lease return vehicle was not driven, moved or damaged by Braeger.  The customer is solely responsible for the damage that was noted by GM Financial.  The customer came into our dealership on Friday, May 13th and stated that Braeger should pay for these damages because she had purchased other vehicles from us.  Then she stated that we should pay for these damages because we have more money.The customer knew she was responsible for the damage and she paid GM Financial for the damages.Thank you[redacted]VP/General ManagerBraeger Chevrolet

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I am not ok with bringing my vehicle back to Braeger, today June 15th my check oil light came on. They charged me for a oil change, and my vehicle is still stalling!!! I would like a refund . I do not desire for Braeger to service my vehicle. I don't feel they actually fixed my vehicle, I feel they just took my husbands money!!!!!

Regarding Revdex.com complaint #[redacted].
Customer name: [redacted]
I will address the customer concerns as they appear in the complaint.
The customer opens her complaint by mentioning that her vehicle has had “3-4 recalls” that she was unaware of when she purchased the vehicle....

I am not sure why this is mentioned in the complaint as the customer does not make a connection between the recalls and the work done in her complaint. Therefore, we will disregard this part of her complaint as it appears to have no bearing on it.
The customer stated she got “bad gas” from a station and, as a result, she brought her vehicle in to our dealership on about September 16, 2015. We did flush her tank, fuel lines and injectors and corrected the problem. We also performed an oil change on the customer’s vehicle. The customer was charged $343.14 as a result of this work. We believe it is also worth noting that this repair was done by our technician [redacted]. Mr. [redacted] is arguably our top technician with nearly 20 years of experience with our company.
There was no other work done on the car at this time.
The customer returned on September 25, 2015 with a new complaint. Upon this visit she stated that the brakes were not functioning properly, making noises and there was “smoke seen from the right front tire”. We diagnosed the problem and found that virtually all of the rubber components on the brake system were failing. This was very unusual in that it would be virtually impossible for components throughout an entire brake system to fail at the same time. Especially in light of the fact that this vehicle was relatively new. We theorized that a foreign substance may have been added to the brake system that caused this to occur. We replaced the various failed and failing components at a cost of $2,721.48. Before this visit, our dealership had done no work on the brakes. The fact that the vehicle had only 12,697 miles on it would indicate that the vehicle typically would not be in need of any brake work yet. Thus, our service personnel would have no reason to access or even look at the brakes. It is unknown to us how a foreign liquid or other substance could have gotten into the system.
We have been told that the customer then filed a claim with their insurance company stating that the vehicle had been vandalized and someone had added a foreign substance to her brake system. It is our understanding that the customer did receive insurance proceeds that covered virtually all of the costs of the repairs we made to her vehicle. It is also our understanding that her insurance company paid her not only for the brake work, but for the previous work done to her fuel system.
After the repairs were done and before we received this complaint, it appeared to us that the customer had come to the conclusion that her vehicle had been vandalized, we had fixed the damages and she received insurance proceeds that covered the vast majority of her expense. At that point there were no further issues for us to address.
The customer now alleges in her complaint that our dealership was responsible for the foreign substance in her brake system.
We refute this in that any work done on any vehicle brought into our shop is documented. We do not have any record of any brake work being done on this vehicle prior to the failure of her brakes and no reason for anyone in our shop to access the brake system. Also, based on the low mileage of the vehicle, there should not be, and typically would not be a need for, any brake work to be done. In addition, the initial work was performed by a highly trained and experienced technician, one of the top technicians in our organization.
If the customer thought the vehicle damage was a result of negligence by our shop, why did they file an insurance claim stating the vehicle was vandalized?
Finally, since it is our understanding that the customer has been substantially reimbursed by the insurance company for her out of pocket expenses, any refund by our dealership would amount to “unjust enrichment” of the customer.

[redacted]
Braeger Company of Wisconsin, Inc.
[redacted]

Good afternoon Mr. [redacted]Our service advisor, [redacted], discussed your concerns with me late in the afternoon on Tuesday, March 21st.  I told [redacted] I would call you the very next morning.  As soon as I arrived to the office the next morning, I had an email from the Revdex.com regarding the issue with your vehicle.  I have no issue with speaking to you about this matter.  I will contact you tomorrow by phone.[redacted]

We have received the customer concern from Mr. [redacted] regarding the recall work performed on his wife's 2010 Chevrolet HHR.  [redacted], a Braeger Chevrolet Service Adviosr of 25+ years,opend Repair Order 16083834 on April 2nd, 2015 (see attached doc).  The technician...

installed a new cylinder kit and the customer was provided 2 brand new keys...as per the GM Recall.  To suggest we did not perform the recall is inaccurate.
The recall work our technician performed in no way corrolates with the Traction Control or ABS warning lights that came on...they are on two completely different circuits.  We would be willing to discount any diagnosis time as well as labor costs to make the repairs as affordable as posible for the [redacted]'s, but we did not damage their vehicle in anyway or cause the warning lights to come on.
Thank you[redacted]

We have not had any complaints in regards to calls not being answered recently however, we have our IT department looking into the phones to make sure all calls are coming through.  In response to the GAP claim.  As indicated on her contract that was signed when she purchased the vehicle,...

all claims must be initiated by the customer.  We are not the GAP provider or the lien holder and can not make claims on the behalf of a customer.  However, we do occasionally provide a courtesy and help customers by faxing documents or making a phone call.  It is solely the customers responsibility to file and follow up with the GAP provider and their lien holder.  As of today, January 19th, 2017 we have helped Ms. [redacted] and re-faxed her documents to the GAP claim company and made a phone call on her behalf.  It is her responsibility to see the process through as we will not receive updates or correspondence in reference to her claim.

Our office submitted a cancellation for a Linda [redacted], not the [redacted].  We have since corrected that error, submitted a cancellation and check to the GAP company for [redacted], contacted [redacted], explained our mistake and she is satisfied.  In fact, she already has the...

check.Thank you[redacted]VP/General ManagerBraeger Chevrolet

When [redacted] arrived for her second visit, she drove her vehicle right into our Service Drive.  [redacted] turned her vehicle off and walked up to [redacted]'s desk.  After re-confirming the concern with John, [redacted] went to the guest lounge.  The same technician that worked on [redacted]'s vehicle the day before, Aaron, started [redacted]'s vehicle on the service drive and pulled it into his stall.  Over the next 15-20 minutes, Aa[redacted] started the vehicle an additional 10-12 times.  Every single time, the vehicle started immediately and never once stalled.
That is when John approached [redacted] and her husband [redacted] in the guest lounge to ask her what the conditions were when she experienced the stall the previous day.  [redacted] stated that she was in the store for approximately an hour, then came out, started her car and then it stalled.  Our suggestion was to re-create the situation to try and duplicate the results.  We parked [redacted]'s vehicle on the north side of our service department to keep it out of the way, since it was going to sit for an hour.  Approximately an hour later, [redacted] escorted [redacted] and her husband, [redacted], from the guest lounge to their vehicle so they could attempt to start it.  As I mentioned in yesterdays correspondence, [redacted] started the vehicle without issue, [redacted] thanked [redacted] and they headed home.
If the vehicle is in fact stalling, we need to get it back in our shop to address the issue.  The work that was performed was necessary, and to the best of our knowledge, fixed the issue.  The vehicle has started, without issue, each and every time we have started it at Braeger,,,and with [redacted] present as well.  Again, we would be happy to take a look and see if there is any other stalling concerns.
Thank youJasoin E[redacted]