Complaint: [redacted]
I am rejecting this response because: the left hand back window switch on the driver's side was not broken when I brought the vehicle in and I should have the vehicle returned in the same condition that I dropped it off. If that one switch can't be repaired, then whatever has to be done to fix it (even if that means replacing all the switches) should be done so that I can have the vehicle returned in the same condition I dropped it off. The price I was quoted for fixing it was over $200, which is much too much. I shouldn't have to pay to have the window switche returned in the same condition I dropped it off, but if I was going to pay anything, it would not be over $50.
Regards,
[redacted]
TO: Revdex.com [redacted] Dispute Resolution Specialist FROM: Patriot Buick GMC RE: ID [redacted] 3-30-16 customer brought her 2006 H3 hummer with 154,977 miles into our shop to have a recall performed. During the inspection for the repair, the technician noticed the...
master power window switch on the front drivers door was broken, the reason he noticed the broken switch is because he would normally put the driver’s window down to prevent the keys from being accidently locked in the vehicle, there are 4 buttons in the master switch. One for the left front (which is broken), one for the left rear (which is broken), one for the right front (not broken) and one for the right rear (not broken) window operation. The buttons cannot be replaced individually, you have to replace the entire window master switch even if just one button is broken. He brought this to the attention of the service advisor. The technician also submitted an estimate to have the switch replaced if the customer would choose to do so. When the customer picked up the vehicle she acknowledged and said that she knew the left front button in the switch was broken, but only one of the buttons was broken, and none of the other buttons were broken. The customer’s position is that the second button was not broken when she dropped off her vehicle. I investigated, spoke with the technician, he said that both of the buttons were in fact broken, he noticed it when he pulled the vehicle into his work area. Because the technician used the term “ALL” buttons were loose and only two of them were loose/broken, the customer said the technician is not telling the truth and he must have broken the button for the left rear power window. In an effort to resolve the customer’s complaint I offered that if the customer would purchase the part I would perform the installation at no charge to her. She said no, we were trying to rip her off. I assured her that was not the case, again she acknowledged that the switch was broken when she brought her vehicle in for service, but it was not broken that bad, but because the second button was allegedly broken by our technician, she now wants the entire repair, parts and labor done at no charge to her.
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 tried to help this customer out. The vehicle came to us for repair. We found out that it had power train warranty from the dodge dealer so we sent the vehicle there. They said it has warranty but the item that was defective was not covered under their warranty. We then had it towed back to...
Patriot. We diagnosed the problem but the customer declined having the repairs done. We did not charge her a diagnostic fee or for the tow bills. Patriot has not charged her for any repairs at this time. I dont mind repairing the vehicle at a discounted price.
I believe that we were more than fair to Mr. [redacted]. I offered to help with the repairs or give him more money for the vehicle so he could get into a new vehicle. He informed me that he traded the vehicle to another dealer so the offers were not valid anymore to him. I would love to review all the repairs we performed with him to help assure we did everything proper to repair his vehicle. The engine noise was repaired 7000 miles prior to this last issue and his vehicle was in three times within that 7000 miles and he never had a concern about this engine ever making noise. We have a different problem on a vehicle with well over 100,000 miles on it. Patriot is a well respected dealership that not only employs former soldiers but serves all soldiers with honor.
Complaint: [redacted]
I am rejecting this response because:Good Afternoon Mrs. [redacted]Could you please send this information to Patriot. I spoke with the General Manager of Patriot a couple of days ago, it does not appear he is going to do anything to resolve the issue. I have spent over $5,000 dollars at Patriot I trusted them to repair my vehicle and nothing was done. Could you please contact them to let them know what my intention are. I don’t appreciate the statement that his sales manager made. He was given some type of discipline supposedly, which I doubt if anything was done. I am not going to allow this business to just overlook me, I am going to do everything within my power to have something done. As I stated above if nothing is done by Wednesday I am going to take action to contact the Commanding General of Fort Hood.[redacted]
Regards,
[redacted]
The customer is correct in stating that there was a mistake made. The Sales Manager [redacted] was told by the salesperson that a competitive dealer was offering $6,000 of GMC Yukon XL's. Sales person said if we match this discount and give him fair money for his trade he would do business with us. [redacted]...
matched the discount from the other dealer. The problem occurred when [redacted] transmitted the price of the vehicle to the customer. [redacted] didn't read the invoice correctly and quoted the discount from the cost and not the sales price thus causing a $5,000 difference from the actual price. This mistake was not noticed until we were presenting final numbers to the customer. This dealership has never lied to a customer to get them in the door. It was an honest mistake. While the customer was here I tried my best to repair the damage done by this mistake but the customer was understandably upset was willing to listen. I did offer the reimburse them for fuel and a meal for all the inconvenience we have caused. They agreed to this and we have sent them a $200 check that was mailed yesterday. I do want them to understand that this is not the way we do business and it was an honest mistake that we wish had never happened.
I am sorry for this inconvenience to the customer. We strive to always maintain high quality repairs. I know that we replaced his thermostat housing to repair the vehicle. The technician did take the lower hose loose during his diagnoses. The technician also failed to tighten the hose when he was...
done. That is a huge over site and has caused the concerns that the customer is stating. In talking to the service manager [redacted] he did say he would reimburse the customer. I believe with all that is going on he forgot to finish the check request. I assure you that it will be taken care of today and sent to the customer by close of business.
Complaint: [redacted]
I am rejecting this response because:
The driver’s door master switch was not broken when the vehicle came in; just one of the four latches was broken. The other three latches were working just fine. The offer of repairing it for $159.76 is more than what your company initially offered (for me to purchase the part and you will install it for free) because the part is not as expensive as $159.76. I think $125 is a more reasonable price. Can you do it for $125?
Regards,
[redacted]
I understand the concerns that Mr. [redacted] has on his 2006 Cadillac. Two of the concerns are common issues we have seen on this model of Cadillac and I can understand his frustration. I think that the only thing we could of done better is gone deeper into the motor when the timing chains were...
done to see if there were any wear issues that might show problems in the future. I want to assist him anyway possible. My sales manager told me he was trying to trade out of the vehicle but we didn't give you enough for the vehicle in trade. We can revisit this and see if we can make it right for him. If he would like the vehicle repaired than we can also visit this. We can discount the repairs heavily, making it easier for such an expense. I would much rather try to get him out of the vehicle because of the mileage of Mr. [redacted]'s vehicle. I would really hate to see the vehicle even cost him more in the future. Mr. [redacted] can contact me anytime Tuesday thru Friday. Below is my mobile number to make it easier for him to reach me. [redacted]General Manager [redacted]
I have talked with Mrs. [redacted] some time ago. I did offer to reimburse her for the oil change she had done. I informed her at the time all I needed was a receipt for the oil change service and I would send her a check right away. If she could provide me with that receipt I will gladly reimburse her...
for the service. It was our problem that created her issue so we need to do what's right.
Complaint: [redacted]
I am rejecting this response because:Good Afternoon Mrs. [redacted]I would like to continue with this claim. I would like to get some of my money back. I took my vehicle in to be diagnosed it is not my fault if they did not check the engine, I am not a mechanic. I am currently in contact with Mrs. [redacted] at the GMC center in Detroit Michigan. I am going to do all I can to make sure that no other Retiree or Soldier get messed over by this dealership.Thank you for your help.[redacted]
Regards,
[redacted]
I believe the Service Director [redacted] was fair in listening to your concern about the rear window switch. The drivers door master switch was already broken when the vehicle came in as noted by the technician. I agree to participate in the repairs by meeting you half way for customer satisfaction. The total price for the repairs with parts and labor and tax is $319.52. I will split the price of the repairs with you. So I will put a brand new GM part drivers door master switch with a 12 month warranty for $159.76. There is no profit off of this I'm just trying to meet you half way. Thank you again for your time.
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]
Complaint: [redacted]
I am rejecting this response because: the left hand back window switch on the driver's side was not broken when I brought the vehicle in and I should have the vehicle returned in the same condition that I dropped it off. If that one switch can't be repaired, then whatever has to be done to fix it (even if that means replacing all the switches) should be done so that I can have the vehicle returned in the same condition I dropped it off. The price I was quoted for fixing it was over $200, which is much too much. I shouldn't have to pay to have the window switche returned in the same condition I dropped it off, but if I was going to pay anything, it would not be over $50.
Regards,
[redacted]
TO: Revdex.com [redacted] Dispute Resolution Specialist FROM: Patriot Buick GMC RE: ID [redacted] 3-30-16 customer brought her 2006 H3 hummer with 154,977 miles into our shop to have a recall performed. During the inspection for the repair, the technician noticed the...
master power window switch on the front drivers door was broken, the reason he noticed the broken switch is because he would normally put the driver’s window down to prevent the keys from being accidently locked in the vehicle, there are 4 buttons in the master switch. One for the left front (which is broken), one for the left rear (which is broken), one for the right front (not broken) and one for the right rear (not broken) window operation. The buttons cannot be replaced individually, you have to replace the entire window master switch even if just one button is broken. He brought this to the attention of the service advisor. The technician also submitted an estimate to have the switch replaced if the customer would choose to do so. When the customer picked up the vehicle she acknowledged and said that she knew the left front button in the switch was broken, but only one of the buttons was broken, and none of the other buttons were broken. The customer’s position is that the second button was not broken when she dropped off her vehicle. I investigated, spoke with the technician, he said that both of the buttons were in fact broken, he noticed it when he pulled the vehicle into his work area. Because the technician used the term “ALL” buttons were loose and only two of them were loose/broken, the customer said the technician is not telling the truth and he must have broken the button for the left rear power window. In an effort to resolve the customer’s complaint I offered that if the customer would purchase the part I would perform the installation at no charge to her. She said no, we were trying to rip her off. I assured her that was not the case, again she acknowledged that the switch was broken when she brought her vehicle in for service, but it was not broken that bad, but because the second button was allegedly broken by our technician, she now wants the entire repair, parts and labor done at no charge to her.
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 tried to help this customer out. The vehicle came to us for repair. We found out that it had power train warranty from the dodge dealer so we sent the vehicle there. They said it has warranty but the item that was defective was not covered under their warranty. We then had it towed back to...
Patriot. We diagnosed the problem but the customer declined having the repairs done. We did not charge her a diagnostic fee or for the tow bills. Patriot has not charged her for any repairs at this time. I dont mind repairing the vehicle at a discounted price.
I believe that we were more than fair to Mr. [redacted]. I offered to help with the repairs or give him more money for the vehicle so he could get into a new vehicle. He informed me that he traded the vehicle to another dealer so the offers were not valid anymore to him. I would love to review all the repairs we performed with him to help assure we did everything proper to repair his vehicle. The engine noise was repaired 7000 miles prior to this last issue and his vehicle was in three times within that 7000 miles and he never had a concern about this engine ever making noise. We have a different problem on a vehicle with well over 100,000 miles on it. Patriot is a well respected dealership that not only employs former soldiers but serves all soldiers with honor.
Complaint: [redacted]
I am rejecting this response because:Good Afternoon Mrs. [redacted]Could you please send this information to Patriot. I spoke with the General Manager of Patriot a couple of days ago, it does not appear he is going to do anything to resolve the issue. I have spent over $5,000 dollars at Patriot I trusted them to repair my vehicle and nothing was done. Could you please contact them to let them know what my intention are. I don’t appreciate the statement that his sales manager made. He was given some type of discipline supposedly, which I doubt if anything was done. I am not going to allow this business to just overlook me, I am going to do everything within my power to have something done. As I stated above if nothing is done by Wednesday I am going to take action to contact the Commanding General of Fort Hood.[redacted]
Regards,
[redacted]
The customer is correct in stating that there was a mistake made. The Sales Manager [redacted] was told by the salesperson that a competitive dealer was offering $6,000 of GMC Yukon XL's. Sales person said if we match this discount and give him fair money for his trade he would do business with us. [redacted]...
matched the discount from the other dealer. The problem occurred when [redacted] transmitted the price of the vehicle to the customer. [redacted] didn't read the invoice correctly and quoted the discount from the cost and not the sales price thus causing a $5,000 difference from the actual price. This mistake was not noticed until we were presenting final numbers to the customer. This dealership has never lied to a customer to get them in the door. It was an honest mistake. While the customer was here I tried my best to repair the damage done by this mistake but the customer was understandably upset was willing to listen. I did offer the reimburse them for fuel and a meal for all the inconvenience we have caused. They agreed to this and we have sent them a $200 check that was mailed yesterday. I do want them to understand that this is not the way we do business and it was an honest mistake that we wish had never happened.
I am sorry for this inconvenience to the customer. We strive to always maintain high quality repairs. I know that we replaced his thermostat housing to repair the vehicle. The technician did take the lower hose loose during his diagnoses. The technician also failed to tighten the hose when he was...
done. That is a huge over site and has caused the concerns that the customer is stating. In talking to the service manager [redacted] he did say he would reimburse the customer. I believe with all that is going on he forgot to finish the check request. I assure you that it will be taken care of today and sent to the customer by close of business.
Complaint: [redacted]
I am rejecting this response because:
The driver’s door master switch was not broken when the vehicle came in; just one of the four latches was broken. The other three latches were working just fine. The offer of repairing it for $159.76 is more than what your company initially offered (for me to purchase the part and you will install it for free) because the part is not as expensive as $159.76. I think $125 is a more reasonable price. Can you do it for $125?
Regards,
[redacted]
I understand the concerns that Mr. [redacted] has on his 2006 Cadillac. Two of the concerns are common issues we have seen on this model of Cadillac and I can understand his frustration. I think that the only thing we could of done better is gone deeper into the motor when the timing chains were...
done to see if there were any wear issues that might show problems in the future. I want to assist him anyway possible. My sales manager told me he was trying to trade out of the vehicle but we didn't give you enough for the vehicle in trade. We can revisit this and see if we can make it right for him. If he would like the vehicle repaired than we can also visit this. We can discount the repairs heavily, making it easier for such an expense. I would much rather try to get him out of the vehicle because of the mileage of Mr. [redacted]'s vehicle. I would really hate to see the vehicle even cost him more in the future. Mr. [redacted] can contact me anytime Tuesday thru Friday. Below is my mobile number to make it easier for him to reach me. [redacted]General Manager [redacted]
I have talked with Mrs. [redacted] some time ago. I did offer to reimburse her for the oil change she had done. I informed her at the time all I needed was a receipt for the oil change service and I would send her a check right away. If she could provide me with that receipt I will gladly reimburse her...
for the service. It was our problem that created her issue so we need to do what's right.
Complaint: [redacted]
I am rejecting this response because:Good Afternoon Mrs. [redacted]I would like to continue with this claim. I would like to get some of my money back. I took my vehicle in to be diagnosed it is not my fault if they did not check the engine, I am not a mechanic. I am currently in contact with Mrs. [redacted] at the GMC center in Detroit Michigan. I am going to do all I can to make sure that no other Retiree or Soldier get messed over by this dealership.Thank you for your help.[redacted]
Regards,
[redacted]
I believe the Service Director [redacted] was fair in listening to your concern about the rear window switch. The drivers door master switch was already broken when the vehicle came in as noted by the technician. I agree to participate in the repairs by meeting you half way for customer satisfaction. The total price for the repairs with parts and labor and tax is $319.52. I will split the price of the repairs with you. So I will put a brand new GM part drivers door master switch with a 12 month warranty for $159.76. There is no profit off of this I'm just trying to meet you half way. Thank you again for your time.
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]