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Von Holzen Chevrolet Buick GMC

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Von Holzen Chevrolet Buick GMC Reviews (3)

In rebuttal to the situation of *** *** ***, we do in fact have further insight to provide as well as a resolutionThe situation in which the customer needed a loaner vehicle to return home and leave their vehicle behind was a situation that should not have happenedDue to the severity of
the repair required of a cracked manifold, the technician did not replace the parts that were removed initially thinking that the vehicle would be left at the dealership for repairs the next dayWhen the customer arrived, unbeknownst to us; the vehicle was inoperable due to a lack of parts being placed back into the vehicleAs a result, the customer was indeed told they would need to have the vehicle towed and that she would need a loaner vehicle which lead to the accelerated controversyThis lead to the vehicle having to be towed at the owner's expense and once it was arrived at the 3rd party shop, the shop did contact us immediately and let us know about the missing partsWhere we will 100% disagree with the customer's claim is that a 3rd party was made to retrieve the parts because our Service Manager *** Johnson hand delivered the missing parts to the 3rd party shop himself.As this was a perfect storm of miscommunication, we agree to satisfy the bill of the towing ($175) as it was our fault for not replacing the parts back into the vehicleTo satisfy the excessive trips made to correct the error, we will also provide an additional $for a total reimbursement of $250.We recognize the errors that were made and we formally apologize to Jackie Lynn Frello and hope that we may be able to better assist her in the future

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 response to Von Holzen's rebuttal to my complaintWe are disappointed in their responseIn regards to the comment that we went to pick up our vehicle unannounced is completely false. We called *** and asked permission to retrieve our vehicle before we even left our home to drive approxmiles. *** said no problem, it was good to go. We had our phone on speaker phone so I can provide witnesses in this matter.I would disagree that there was an accelerated controversy, *** told me since I did not have full coverage I couldn't have a loaner. I did call my husband and was going to see if he could put full coverage on the vehicle but *** became disgruntled and I walked out of the dealership. I did clarify with Rick's and they stated that they did not go half way but did meet *** outside of Hurley. The parts were not delivered to the shop in Ironwood Township, Michigan. My husband and his family have bought vehicles from this dealership prior to me buying mine. We went with this dealership because my husbands experience was positive. As for the money, I don't think with towing charges,days left without a vehicle,$is NOT enough for all the stress this situation caused me and continued stress in their dereliction of duties. This stress extended to my husband and other family members.Von Holzen's is the only Chevy dealer in the area so I am forced to use them for any warranty work that occurs. I hope my future interactions with them is a much better experience.Thank you,*** ***
HM 2187Cell

Attached is the response to the complaint submitted by Ms. [redacted]. Our response is being sent to Ms. Polonczyk via certified mail in today’s mail. Please let me know if you have any questions. Thank you, [redacted]
Compliance Operations Analyst | Ethics & Compliance Shared ServicesCUNA Mutual Group800.356.2644, Ext. 665.7678 | (F) 608.236.7678 This message and any attached material are confidential. If received in error, please inform me immediately and destroy the informationat once. Any unauthorized use, distribution, or copying of this information is prohibited.

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