Vision Quest

The [redacted]'s did receive 2 brand new keys from GM that were included in the Ignition Recall Kit.  These brand new keys were cut at Braeger to intentionally match the old set of keys the [redacted]'s had...in order to match the door cylinder.  If the new keys were a different pattern, they would not open the vehicle doors.  The customer was advised to discard any and all previous sets of keys to avoid this type of confusion.  Braeger Chevrolet is 100% compliant and did accurately perform this recall.  There has been, nor ever would there be an attempt to defraud a customer.  To make that accusation of a business like Braeger is unfair and unjust.As for the warning lights that have appeared on the [redacted]'s HHR...again, Braeger fixes and repairs vehicles, we do not damage them.  Despite the [redacted]'s insistance that we caused these lights to come on, there is just no way this could happen.  Completing an ignition recall has absolutely nothing to do with the Traction Control or ABS lights coming on.  The last thing I want to do is make light of their situation, but to accuse us of not performing a recall and intentionally damaging a customer vehicle is once again, unfair.  Just last week, we had a customer pull into our service drive with their 2004 Mustang, for an oil change.  The customer turned off their vehicle in the service drive and met with one of our advisors.  When the advisor attempted to start the Mustang, it wouldn't turn over.  It was determined that the fuel pump had failed...it just so happened that it occurred while at our dealership.  The customer did not accuse us of sabotaging her vehicle, she understood that we had nothing to do with it.  She even made mention that it could have happened anywhere, at the grocery store, at her kids school...she was glad it happened at Braeger, so at least she wasn't stranded.  If Mr. [redacted] would like to call the service advisor, [redacted], he would be happy to explain everything over the phone, so that they are confident that the recall was performed correctly.  We have performed hindreds and hundreds of these recalls and every advisor is very well versed with this procedure.Again, we are wiling to discount the diagnostic fees and any parts and labor for the [redacted]'s to help them out any way we can.  Respectfully[redacted]

Revdex.com:Hello [redacted], I had talked to your employee Graig  letting him know I wanted to discuss this matter with you. He assured me you would be calling me by the end of the business day or the following morning. This was Monday March 20. It is now March 23 and I have not received a call from you. The longer this problem stays unresolved the more I see the way the company functions.  The solution to this problem is for me too spent $3,400 for a problem that my vehicle did not have driven into your facility is very observe. I simply want the vehicle. returned in the same working condition it was dropped of in. 
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]

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]

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 vehicles. It 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 visit. Let’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 visit. The 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.

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

We have received and reviewed the concerns from [redacted].  [redacted] brought her 2005 Buick Rendezvous in to our Service Department on Monday, June 1st, 2015 for a starting/stalling concern.  [redacted] stated that unless she depressed the gas pedal down approximately half way, the...

vehicle would not start.  Our technician, Aa[redacted] Link, a 15 year ASE Certified Master Technician, diagnosed the vehicle and found that the fuel presure regulator was at fault.  [redacted] also stated that she had concerns regarding a decrease in fuel economy, so the same technician performed a viisual inspection of the throttle body found excesive amounts of carbon buildup.  We reommended a throttle bottle cleaning and a fuel induction service.  The customer agreed to the fuel regulator repair and the throttle body service and the work was performed.  (atteched copy of Repair Order)
That same day, later in the afternoon, [redacted] called her service advisor, [redacted], stating the vehicle started, but then stalled.  We invited her to bring the vehicle back the very next morning so we could diagnose the issue.  [redacted] arrived the next morning and our technician spent an hour trying to reproduce the stalling concern.  Each and every time our technicain turn the ignition over, the vehicle started.  
After our technician could not duplicate the stalling concern, her advisor, [redacted], asked [redacted] under what conditions did she experience the stalling.  [redacted] stated that she went into the store for an hour and when she came out and started the vehicle, it immediately stalled.  She was able to restart the vehicle and return home, but obviously concerned.
Our suggestion to [redacted] was that we to let the vehicle sit for an hour, similiar to her experience the day before, and then attempt to start it.  After an hour went by, [redacted] escorted [redacted] and her husband [redacted], to her vehicle and had her attempt to start it.  The vehicle started immediately with no depression of the gas pedal and no stalling.  [redacted] said "don't worry about the rental car, I'll just take it home."  According to her service advisor, [redacted], both [redacted] and her husband [redacted], seemed to be satisfied and [redacted] thanked John for his time.
That was the last we heard from [redacted]. 
If [redacted] and [redacted] are still experiencing starting/stalling issues, we would be more than happy to address their concerns.  Our suggestion is that either [redacted] or [redacted] call [redacted] as soon as possible to confirm a time when they can bring their vehicle back in to our service department.  We would be more than happy to provide the [redacted]'s with a loaner vehicle if necessary.
[redacted]'s direct line is ###-###-####. 
Thank youJason E[redacted]
[redacted]
[redacted]