I received an e-mail from *** *** late Monday morning and we came to a resolution on the repair of the Fusion. We are going to complete the repair and pay Durable Control's deductible.Background:The 2014 Fusion was towed here on February 19, 2015. We received a drop
envelope which was signed. Apparently Mr*** said he did not sign the drop envelope. Mr*** had contacted our body shop on February 20th and informed us of his agent *** *** *** and his insurance carrier *** ** ***. Please keep in mind that from February 20th until March 6th we did not hear from them. Our shop felt that after Mr*** gave us the insurance information on February 20th and we called the carrier that we had the ok to proceed. We felt that he was the decision maker. In many fleet accounts we deal with the driver and not the owner of the company. On March 6, in late afternoon, Mr*** stopped by the dealership to confirm that we were in the later stages of the repair process and the Fusion would be completed by probably Thursday March or Friday March 13thWe felt Mr*** represented *** *** and we had his permission to begin the repairs. As you can see the Fusion was in our possession from February 19th and the authority to proceed did not come up until around March 6, This misunderstanding over the authority to repair the Fusion could have been prevented with a phone call or e-mail not to proceed with the repair. We felt we did have authorization to proceed and we did.Because of the misunderstanding we are not charging *** *** the standard $deductible that would be due at completion
Ms. [redacted] did purchase the Suburban with 109,800 miles in January 2015. The first e-mail that I sent to Ms. [redacted] was on March 25, 2015, which was approximately 2 months after delivery. She complained about the navigation system which after some instructions with her, appears to be...
working properly. The brake pads were replaced but the rotors were not turned. The hinge on the driver's door was replaced. No mention at this time of any ticking in the engine two months after delivery. She then requested what was done before we offered the Suburban for sale. Below I am listing the items that were replaced to prepare the Suburban for sale. The window sticker that was on the vehicle and put in the glove box outlines the elements of the car that are inspected. As you can see, we did not cut corners during the inspection and replaced many maintenance type components.1. Upper and lower ball joints2. Serpentine belt3. Alignment4. External bulb5. Rear U joints6. Oil pan gasket7. Right front bearing and hub8. Right front axle boot9. right front axle seatBecause the vehicle had over 100,000 miles, it was prudent on Ms. [redacted]'s part to purchase an extended service warranty. The engine must have been replaced within a month of the March 25th e-mail. Ms. [redacted] perhaps had a remanufactured engine put in the Suburban and that must have been the upcharge for this. That is her choice but not something that the warranty will cover. We did not put a heavier weight oil in the Suburban. We did not mask any engine noise. This is all conjecture and even the service advisor did not state that we had put in heavier oil. The type of oil placed in the Suburban could have been checked at that point but was not. So to say that we knew about this is not warranted.The second issue is the air conditioning. Ms. [redacted] states that Bergstrom states there is no leak in the air conditioning at this time. I believe it is working properly now. Uptown did not do anything dishonest in representing this vehicle to the [redacted]s. The ticking noise was not even mentioned in her March 25, 2015 e-mail. Uptown spent over $2000 on a safety inspection and the customer spent $1100 a few days before he traded the unit. I believe this is exercising due diligence in the sale and safety of the Suburban. Our goal in reconditioning is to make is safe, not new. In the month of January, we encourage our staff to have the vehicle out front if they have an appointment whether it is a used vehicle or a brand new $70,000 Suburban. I look at this as customer service, not deception. As far as paying for an upgrade, that was her decision. She states that the warranty did not pay for a GM engine. A GM Engine is the only engine that will fit in her Suburban. Also, Fagan was the dealer who replaced the engine. If we replace an engine, we normally would put the guest in a vehicle until the car was completed. This is obviously a large job and they were compensated at their retail rate.As far as the air conditioning is concerned, Bergstrom did a dye test to detect for any leaks and no leaks were found. Please keep in mind that the engine was replaced and then she took it in for air conditioning work. Removing a whole engine from a vehicle is disruptive to the engine compartment. Normally you do check things like the heater and air conditioning before releasing the vehicle to the customer on such a large repair. Perhaps Fagan Chevrolet did check it and found nothing wrong. Anyway, within a short period of time (one or two weeks) Ms. [redacted] took the Suburban to Bergstrom to check the air and they found no leaks after the dye test. The air conditioning is working at this point in time.In summary, the warranty did cover a replacement engine. It had to be a GM engine that was placed in the Suburban. The warranty did cover a replacement rental for 7 days. As stated previously, perhaps she should ask Fagan Chevrolet for reimbursement. We would provide rental assistance for such a large customer repair. In a normal transaction the heater and air conditioning would have been checked by Fagan before the vehicle was returned to the [redacted]s. She took it to Bergstrom and after the dye test, the air conditioning is working properly. The vehicle is safe and working properly. I wish the [redacted]'s many more miles of driving pleasure in their Suburban.
The complaint was submitted on 2-10-16. We left a message on 2-11-16. Mr. [redacted] was here for installation of the part on Friday, February 12, 2016. There was no charge for the part or installation. The part took a few days to get here and then the parts had to be painted in...
our body shop which requires at least 24 hours. This whole process took about 8 days including the weekend. The customer has been contacted after he was in and we believe everything has been resolved.
In response to the complaint made on July 5th, 2016 with regards to customer service related issues. Although this issue is with regards to the pending delivery of a new vehicle on June 24, 2016 we have been communicating with this client since November 9th, 2015. Since November we have...
potentially sold this customer two alternate vehicles. Both of which we were unable to put together as we couldn’t reach the customers preferred monthly payment budget. Since November over 181 emails have been exchanged between Internet Manager [redacted] and Internet Assistant [redacted] in attempts to find the customer the perfect fit. In this time we built what we thought to be a great relationship with this customer. Therefore, when he sent an email on June 14th telling us he was super interested in the loaner we had given him while his vehicle was in service we started the process of putting a deal together for a third time. We found the perfect vehicle for the customer, agreed on the figures, collected a non-refundable deposit (customer agreed to this via email) and brought the vehicle to our dealership. We picked up the vehicle on June 21st expecting to deliver the vehicle however the customer was now going to be out of town. On June 22nd the customer requested we now send him new figures to review. The New Car Manager, [redacted], respectfully declined sending those new figures. We explained to him that it would cost him significantly more money to purchase the vehicle the way the customer was hoping to. Again after working with this customer with over 8 months we thought we had the relationship build that he would trust our professional guidance. Although at the time [redacted] respectfully declined we did send the figures the customer requested first thing the morning of the 23rd of June. In this email the customer could clearly see that it would be costing him an additional $11,823 to purchase the vehicle in the way he wanted. He claims he did not receive this email, although he was replying to other emails being sent. Seeing as how we did not send the figures on the 22th of June as requested the customer then told us he would not be taking delivery of the vehicle. The vehicle we located and brought to the dealership for him with the understanding that if he did not take delivery we would not refund his deposit. That being said our General Manager, [redacted], attempted to contact the customer by phone 3 times over the course of 2 days. He was hung up on once and the other two times the calls went unanswered. A number of additional emails and texts were sent asking the customer to contact [redacted] but the customer did not return a call. [redacted] contacted the customer to not only refund his deposit as requested but also to apologize. When we take a credit card deposit over the phone or email that private information is either shredded or deleted immediately. We needed the customer to return our calls in order to refund his deposit. We had our IT department locate the email in which the customer sent his credit information over for the deposit and it has been credited back and receipts have been mailed. We feel this could have been resolved sooner had the customer given us the opportunity to speak with him in person or over the phone. We feel we have been more then accommodating with this customer over the last 8 months and it’s truly sad it came to this. He should have received his $500 credit on his credit card by now.
In reading the complaint from Ms. [redacted], Uptown was contacted on March 22, 2017 and received a request to cancel warranty coverage. We needed to get a mileage statement from the insurance company to verify the mileage and we received that a few days later. The end of the month is very...
busy at our dealership so we didn't process the cancellation until the first few days of April and then we received the funds on April 12, 2017. The check was sent out that day to the finance company.Most warranties take a few weeks to cancel and the funds were sent out within 15 days of the receiving the necessary information. The interest accrued on the outstanding value of the warranty is 46 cents a day. We will send a check out for the $6.90 for the amount of interest on the extended service policy.
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.
I think Uptown Motors should stop while they are so far behind. They cannot keep the facts straight, nor accept any responsibility for the minimal fact of not offering to discuss my concerns with me, nor offer to inspect the vehicle. Instead, I was met with arrogance and I was being blamed for things that I didn't even do. The warranty for the engine that I had to purchase was from a General Motors factory, and not the cheap engine from a 'no name' company in 'Somewhere, Virginia.' The GM engine came with a 100,000 mile warranty versus the 12,000 warranty that the after market warranty would provide. Uptown Motors pays no attention to detail. I mentioned to the salesman that the 'n' was missing in the name 'Uptown" of their logo located on the back of the vehicle. I find it highly offensive that Uptown chooses to get my name wrong; you have spelled it incorrectly which proves that you pay no attention to detail, nor have any concern for your customers. Again, if you don't pay attention to these little things, why would anyone believe you would pay attention to bigger details?
Regards,
[redacted]
I received an e-mail from *** *** late Monday morning and we came to a resolution on the repair of the Fusion. We are going to complete the repair and pay Durable Control's deductible.Background:The 2014 Fusion was towed here on February 19, 2015. We received a drop
envelope which was signed. Apparently Mr*** said he did not sign the drop envelope. Mr*** had contacted our body shop on February 20th and informed us of his agent *** *** *** and his insurance carrier *** ** ***. Please keep in mind that from February 20th until March 6th we did not hear from them. Our shop felt that after Mr*** gave us the insurance information on February 20th and we called the carrier that we had the ok to proceed. We felt that he was the decision maker. In many fleet accounts we deal with the driver and not the owner of the company. On March 6, in late afternoon, Mr*** stopped by the dealership to confirm that we were in the later stages of the repair process and the Fusion would be completed by probably Thursday March or Friday March 13thWe felt Mr*** represented *** *** and we had his permission to begin the repairs. As you can see the Fusion was in our possession from February 19th and the authority to proceed did not come up until around March 6, This misunderstanding over the authority to repair the Fusion could have been prevented with a phone call or e-mail not to proceed with the repair. We felt we did have authorization to proceed and we did.Because of the misunderstanding we are not charging *** *** the standard $deductible that would be due at completion
Ms. [redacted] did purchase the Suburban with 109,800 miles in January 2015. The first e-mail that I sent to Ms. [redacted] was on March 25, 2015, which was approximately 2 months after delivery. She complained about the navigation system which after some instructions with her, appears to be...
working properly. The brake pads were replaced but the rotors were not turned. The hinge on the driver's door was replaced. No mention at this time of any ticking in the engine two months after delivery. She then requested what was done before we offered the Suburban for sale. Below I am listing the items that were replaced to prepare the Suburban for sale. The window sticker that was on the vehicle and put in the glove box outlines the elements of the car that are inspected. As you can see, we did not cut corners during the inspection and replaced many maintenance type components.1. Upper and lower ball joints2. Serpentine belt3. Alignment4. External bulb5. Rear U joints6. Oil pan gasket7. Right front bearing and hub8. Right front axle boot9. right front axle seatBecause the vehicle had over 100,000 miles, it was prudent on Ms. [redacted]'s part to purchase an extended service warranty. The engine must have been replaced within a month of the March 25th e-mail. Ms. [redacted] perhaps had a remanufactured engine put in the Suburban and that must have been the upcharge for this. That is her choice but not something that the warranty will cover. We did not put a heavier weight oil in the Suburban. We did not mask any engine noise. This is all conjecture and even the service advisor did not state that we had put in heavier oil. The type of oil placed in the Suburban could have been checked at that point but was not. So to say that we knew about this is not warranted.The second issue is the air conditioning. Ms. [redacted] states that Bergstrom states there is no leak in the air conditioning at this time. I believe it is working properly now. Uptown did not do anything dishonest in representing this vehicle to the [redacted]s. The ticking noise was not even mentioned in her March 25, 2015 e-mail. Uptown spent over $2000 on a safety inspection and the customer spent $1100 a few days before he traded the unit. I believe this is exercising due diligence in the sale and safety of the Suburban. Our goal in reconditioning is to make is safe, not new. In the month of January, we encourage our staff to have the vehicle out front if they have an appointment whether it is a used vehicle or a brand new $70,000 Suburban. I look at this as customer service, not deception. As far as paying for an upgrade, that was her decision. She states that the warranty did not pay for a GM engine. A GM Engine is the only engine that will fit in her Suburban. Also, Fagan was the dealer who replaced the engine. If we replace an engine, we normally would put the guest in a vehicle until the car was completed. This is obviously a large job and they were compensated at their retail rate.As far as the air conditioning is concerned, Bergstrom did a dye test to detect for any leaks and no leaks were found. Please keep in mind that the engine was replaced and then she took it in for air conditioning work. Removing a whole engine from a vehicle is disruptive to the engine compartment. Normally you do check things like the heater and air conditioning before releasing the vehicle to the customer on such a large repair. Perhaps Fagan Chevrolet did check it and found nothing wrong. Anyway, within a short period of time (one or two weeks) Ms. [redacted] took the Suburban to Bergstrom to check the air and they found no leaks after the dye test. The air conditioning is working at this point in time.In summary, the warranty did cover a replacement engine. It had to be a GM engine that was placed in the Suburban. The warranty did cover a replacement rental for 7 days. As stated previously, perhaps she should ask Fagan Chevrolet for reimbursement. We would provide rental assistance for such a large customer repair. In a normal transaction the heater and air conditioning would have been checked by Fagan before the vehicle was returned to the [redacted]s. She took it to Bergstrom and after the dye test, the air conditioning is working properly. The vehicle is safe and working properly. I wish the [redacted]'s many more miles of driving pleasure in their Suburban.
The complaint was submitted on 2-10-16. We left a message on 2-11-16. Mr. [redacted] was here for installation of the part on Friday, February 12, 2016. There was no charge for the part or installation. The part took a few days to get here and then the parts had to be painted in...
our body shop which requires at least 24 hours. This whole process took about 8 days including the weekend. The customer has been contacted after he was in and we believe everything has been resolved.
In response to the complaint made on July 5th, 2016 with regards to customer service related issues. Although this issue is with regards to the pending delivery of a new vehicle on June 24, 2016 we have been communicating with this client since November 9th, 2015. Since November we have...
potentially sold this customer two alternate vehicles. Both of which we were unable to put together as we couldn’t reach the customers preferred monthly payment budget. Since November over 181 emails have been exchanged between Internet Manager [redacted] and Internet Assistant [redacted] in attempts to find the customer the perfect fit. In this time we built what we thought to be a great relationship with this customer. Therefore, when he sent an email on June 14th telling us he was super interested in the loaner we had given him while his vehicle was in service we started the process of putting a deal together for a third time. We found the perfect vehicle for the customer, agreed on the figures, collected a non-refundable deposit (customer agreed to this via email) and brought the vehicle to our dealership. We picked up the vehicle on June 21st expecting to deliver the vehicle however the customer was now going to be out of town. On June 22nd the customer requested we now send him new figures to review. The New Car Manager, [redacted], respectfully declined sending those new figures. We explained to him that it would cost him significantly more money to purchase the vehicle the way the customer was hoping to. Again after working with this customer with over 8 months we thought we had the relationship build that he would trust our professional guidance. Although at the time [redacted] respectfully declined we did send the figures the customer requested first thing the morning of the 23rd of June. In this email the customer could clearly see that it would be costing him an additional $11,823 to purchase the vehicle in the way he wanted. He claims he did not receive this email, although he was replying to other emails being sent. Seeing as how we did not send the figures on the 22th of June as requested the customer then told us he would not be taking delivery of the vehicle. The vehicle we located and brought to the dealership for him with the understanding that if he did not take delivery we would not refund his deposit. That being said our General Manager, [redacted], attempted to contact the customer by phone 3 times over the course of 2 days. He was hung up on once and the other two times the calls went unanswered. A number of additional emails and texts were sent asking the customer to contact [redacted] but the customer did not return a call. [redacted] contacted the customer to not only refund his deposit as requested but also to apologize. When we take a credit card deposit over the phone or email that private information is either shredded or deleted immediately. We needed the customer to return our calls in order to refund his deposit. We had our IT department locate the email in which the customer sent his credit information over for the deposit and it has been credited back and receipts have been mailed. We feel this could have been resolved sooner had the customer given us the opportunity to speak with him in person or over the phone. We feel we have been more then accommodating with this customer over the last 8 months and it’s truly sad it came to this. He should have received his $500 credit on his credit card by now.
In reading the complaint from Ms. [redacted], Uptown was contacted on March 22, 2017 and received a request to cancel warranty coverage. We needed to get a mileage statement from the insurance company to verify the mileage and we received that a few days later. The end of the month is very...
busy at our dealership so we didn't process the cancellation until the first few days of April and then we received the funds on April 12, 2017. The check was sent out that day to the finance company.Most warranties take a few weeks to cancel and the funds were sent out within 15 days of the receiving the necessary information. The interest accrued on the outstanding value of the warranty is 46 cents a day. We will send a check out for the $6.90 for the amount of interest on the extended service policy.
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.
I think Uptown Motors should stop while they are so far behind. They cannot keep the facts straight, nor accept any responsibility for the minimal fact of not offering to discuss my concerns with me, nor offer to inspect the vehicle. Instead, I was met with arrogance and I was being blamed for things that I didn't even do. The warranty for the engine that I had to purchase was from a General Motors factory, and not the cheap engine from a 'no name' company in 'Somewhere, Virginia.' The GM engine came with a 100,000 mile warranty versus the 12,000 warranty that the after market warranty would provide. Uptown Motors pays no attention to detail. I mentioned to the salesman that the 'n' was missing in the name 'Uptown" of their logo located on the back of the vehicle. I find it highly offensive that Uptown chooses to get my name wrong; you have spelled it incorrectly which proves that you pay no attention to detail, nor have any concern for your customers. Again, if you don't pay attention to these little things, why would anyone believe you would pay attention to bigger details?
Regards,
[redacted]