Weber Chevrolet Co

Tell us why here...To Revdex.com: The vehicle, a 2009 Chevrolet Cobalt was purchased by Mr. [redacted] on 3/15/2016.  All repair work agreed upon at the time of purchase and agreed and signed by Mr. [redacted] was completed.  This included fixing the drivers side handle, ordering a part for the glove box...

which is being sent to his home directly, repair of surface dings and installing 4 hub caps, (instead of the two agreed upon), on the vehicle.
When Mr. [redacted]'s most recent concerns aqrose regarding the vehicle, Weber Chevrolet agreed to have him, (offered Saturday, 4/2/2016), to bring the car back in for us to inspect the vehicle and we would fix the tire if there was a problem.  As a further offer of good faith, Weber Chevrolet also offered to refund the customer his full purchase price for the vehicle.  Almost a full month after his purchase date.  He has the opportunity to return the vehicle until 6:00pm this evening, (which was explained to him).  All taxes, title transfer fees would be refunded to him. 
At this time of this response, Mr. [redacted] has not accepted either offer.  Weber Chevrolet stands by its offer to satisfy this customer's concerns as being fair and acceptable.

Response:   [redacted]...

[redacted]                                   ...⇄ 5/17/2017     Mr. [redacted] purchased his vehicle, 2015 Impala, from [redacted] Chevrolet.  He brought his vehicle in to Weber Chevrolet, to have the chrome moldings around the vehicles windows replaced.  The technician that worked on his vehicle was not new, (10 years of experience) and during the repair process scratched the area by the rear window. Mr. [redacted] was called immediately and told of the situation and that the area would be repaired at no charge to him. The vehicle was then given to our Body Shop and subsequently a small dime size dent was made on the opposite side of the vehicle, by the rear window. Mr. [redacted] was again notified of the situation. During the [redacted]e Mr. [redacted]’s vehicle was repaired, he was given a loaner vehicle to drive at no charge. He stated that because we had damaged his vehicle, Weber Chevrolet should provide him with a new 2017 or 2018 Chevrolet Impala.  He came up to the dealership and stated he would clean out his car with his personal belongings, which he transferred to another car.  His keys were left in his vehicle and he mentioned a black man on the parking lot that might steal his car.  He cleaned out his car and left the lot.   Mr. [redacted], Service Manager talked by phone with Mr. [redacted] on April 5th, and discussed the situation. Mr. [redacted] said he wanted a new 2017 or 2018 Impala and Mr. [redacted] told him at that point, his insurance company should contact our insurance company to settle his concerns.  Mr. [redacted] explained the work we would do and the small area we were discussing.  During that phone call, Mr.[redacted] gave Weber Chevrolet verbal permission to do the repair work.   The molding that needed to be replaced actually is manufactured as part of the glass itself.  His windows were not “broken out”.  When he saw the car on the lot, the windows had been removed for repair and were taped over.  It is part of the repair process to prevent moisture or debris from entering the vehicle.   Mr. [redacted] picked up his car on (April 10th).  He was greeted by Mr. [redacted] who walked around the vehicle with Mr. [redacted] to inspect the finished product.  Mr. [redacted] was completely satisfied, shook hands with Mr. [redacted] and left.  Mr. [redacted] was so pleased that he sent the following email on April 10th:   From: [redacted] Sent: Monday, April 10, 2017 12:11 PM To: [redacted]@weberchevrolet.net Subject: Gift Cards   Larry- Thanks so much for the gift cards this morning! We will have a great lunches or dinner with them.   It was nice meeting you when you came around to my car while I was talking to [redacted]. I know I had been making it clear to [redacted] how upsetting the the 2 separate damages and also the [redacted]e involved repairing my car had been. At the same [redacted]e I hope I had  been making it clear to him several [redacted]es that I thought he and his service team were great and also that no matter the outcome with my car I would still be using Weber for service or recommending the business for auto purchasing. It’s hard to find dealerships so honest and for me personally to trust. Have a great week! Thanks again, [redacted]   He had also brought his roommate with him a Mr. [redacted], who he said was an alderman for St. Louis County. We have found no one listed in County government by that name.    Mr. [redacted] contacted Mr. [redacted] about molding around his drivers side mirror not fitting correctly and an appointment was made for corrections to be made. This was April 20th.  Mr. [redacted] waited while this work was done.  Mr. [redacted] and Mr. [redacted] both inspected the car at that [redacted]e.    Mr. [redacted] offered to repair the paint again, but Mr. [redacted] declined and requested a touch-up only with a “toothpick” as he was not worried about it.  Mr. [redacted] explained that we would be more than happy to re-paint the effected area and Mr. [redacted] declined requesting a touch-up only.  Mr. [redacted] told him, we did not use a tooth pick to repair the scratches.  They were actually painted with a feathered brush by one of our body shop employees, by hand.  This insures a quality look to the finished product.  Weber Chevrolet has documented video of the above meeting, showing Mr. [redacted] walking around the vehicle with Mr. [redacted], inspecting the vehicle and Mr. [redacted] shaking hands with Mr. [redacted] satisfied with the work.      Nearly 3 weeks later, Mr. [redacted] informed Weber Chevrolet that he was applying wax to his vehicle and noticed scratches and the paint peeling off in his hand.  He also said there was bubbling in the bumper area that “Cannot be felt when you run your hand over it, cannot be seen unless he pulls the car out in the sun and you look at it from a certain direction.”  ( We have telephone voice recording of Mr. [redacted] making that comment).   The area Mr. [redacted] (his photos) sent to us, (three weeks after he picked up his car satisfied with our service), where the paint loss occurred, was never painted by Weber Chevrolet. Weber painted an area the size of a quarter to cover a small dime size dent near the back of the rear window.  Weber Chevrolet hand painted several small scratches near the opposite side rear window. That was all. Additionally, this area appears to have been scratched but was not present when Mr. [redacted] picked up his vehicle from Weber Chevrolet, 3 weeks earlier.   During the next few days, May 10, 11, 12, Weber Chevrolet received emails and several phone calls addressing this business and in particular several employees in a very condescending, insulting way, myself and [redacted] a salesman. He told us he and Mr. [redacted] called repeatedly with no return phone calls to them.  I informed Mr. [redacted] that all of our calls where electronically tracked and recorded.  I informed Mr. [redacted] his statement of many phone calls never being returned to either he or Mr. [redacted] simply wasn’t true. (Again all documented by our system). When Mr. [redacted] was told to contact his insurance company, who in turn would contact Weber Chevrolet’ Insurance Company, to resolve this matter, he began to verbally elevate his conversation with the Dealership.  He insisted he wants a new 2017 or 2018 Chevrolet Impala to resolve his complaint.  We again told him to contact his insurance company.    From Mr. [redacted]’s earliest phone calls to the dealership, he stated, that if any of his neighbors scratched his car, they bought the car and would owe him a new one.  That seems to be a common motive from this customer throughout this experience with this dealership.    Weber Chevrolet feels it has provided quality Customer Service that should have resolved Mr. [redacted]’s concerns.  His insistence on Weber Chevrolet providing him with a new car is not founded.  Weber Chevrolet has an excellent reputation for taking care of its customers, even when that customer becomes insulting and strays from the facts. We do not feel however, it is anyway fair to give Mr. [redacted] a new 2017 or 2018 Chevrolet Impala as settlement for his demands.  Due to the escalation that Mr. [redacted] has taken this matter, the best outcome for both parties is to let the Insurance Companies arrive at an amicable settlement.   Copies of all voice mail, email and video recordings substantiating these statements are available upon request...

Initial Business Response /* (1000, 6, 2015/04/17) */
Revdex.com Case # XXXXXXX
[redacted]
Date: April 15, 2015
The vehicle that [redacted] was referencing to is a Fleet vehicle with cab and chassis only and no bed. The vehicle was taken off of the web site once we recognized it being there. We...

have taken multiple steps to assure that our Fleet vehicles will not be posted on our website again. The pictures were stock photos from Chevrolet that were pulled by our service provider. Therefore the pictures that were seen where of a different stock number. We apologize for any confusion this has caused. One of our Sales managers contacted [redacted] on Friday to apologize to him for this misunderstanding. The sales representative that initially spoke to [redacted] is new to our company and should have been more aware of our policies and communicated that to the customer especially about the credit application, we have taken multiple steps to assure this will not happen again. After the Sales Manager called [redacted] on Friday, our General Sales Manager contacted [redacted] on Wednesday to update him on our actions to reassure him that this has been handled properly. An agreement was come to and all parties are satisfied and understand that the vehicle of interest was not that in which was on the website for the fleet price.
Thank you
April 16,2015

Mr. [redacted] came into our dealership on Saturday, 1/28/2017.  At that time he received a $100. gift card as well as or apology for this misunderstanding.  Weber Chevrolet provided both the card and apology per Mr. [redacted]' request.
Mr. [redacted] signed the attach letter, which states he...

is completely satisfied with his vehicle, that by accepting the gift card, he is satisfied and his Revdex.com complaint will be withdrawn.  A copy with Mr. [redacted]'s signature is attached.
Weber Chevrolet has fulfilled it obligation to this customer and considers the matter closed.

Better Business...

Bureau                                     ...⇄ 8/5/2016 Dispute Resolution Department 211 N. Broadway, Suite 2060 St. Louis, Mo.  63102   Case ID# - [redacted]   Dispute Resolution Department,         Weber Chevrolet’s response to - #[redacted] – Mr. [redacted].   Mr. [redacted] purchased a 2010 GMC Terrain from Weber Chevrolet on 8/1/2016.  He contacted us 8/4/2016 about his concern regarding a noise coming from the air conditioning when the fan was moved to high.  His vehicle was brought in and serviced at no charge to him.  During the time his vehicle was being worked on, Mr. [redacted] was given a loaner car, at no charge to him.  Some debris was cleared from the air intake area and the problem solved.  Before Mr. [redacted] picked up his car, he talked by phone with Mr. [redacted], the Service Manager here at Weber Chevrolet.  Mr. [redacted] assured him the problem was resolved.   Mr [redacted] came in on 8/5/216, and returned his rental and met with our Used Car Manager. He stated he did not want the 2010 GMC Terrain, and picked out another vehicle to purchase, a 2009 GMC Sierra Truck.   Mr. [redacted] was taken on a test drive with our sales person, [redacted] and a contract was written up.  The full purchase price  of the 2010 GMC Terrain, ($14,998.) was allowed to Mr. [redacted] on the new purchase contract.  There was a difference of $3149. additional for the 2009 GMC Sierra Truck. This is shown on the contract.  Mr. [redacted] left the dealership and did not notify anyone of his leaving.  He was contacted by phone last night and by text about his leaving without any response back from him.  He left in his 2010 GMC Terrain and informed us he was going out of town for the weekend. Weber Chevrolet feels we have been fair in our dealing with Mr. [redacted].  All phone calls into the dealership from Mr. [redacted] to various parties are recorded.  All documentation regarding the transactions are available upon request.  We feel we have fulfilled our obligations to this customer.  Thank you.

Tell us why here...Weber Chevrolet has offered to inspect the tire and service that tire if necessary.  We have also offered to refund the customer's money for a full refund upon his return of the vehicle.  The customer has decided to not return the vehicle by our deadline of 4/4/2016 at 6:00pm. 
The customer purchased the vehicle on 3/15/2016.  The customer brought up his concerns on Friday, 4/1/2016.  We immediately contacted him and set about finalizing a solution to his concerns.  The customer has chosen to not accept either of our solutions.  His concerns about tire tread would have been satisfied by returning the vehicle for a full refund, (again almost a month after purchasing). 
Weber Chevrolet has been more than fair in its approach to this customer and stands by its offers as having been more than fair and equitable. 
Weber Chevrolet considers this matter closed.

Good Morning,     On April 4th a check for $160.00 was sent to Ms. [redacted] at a new address.  The check was sent to [redacted].This covered the cost of the diagnostic charge totally and she was completely satisfied.  I just spoke to her on the...

phone and she said shedoesn't know how to cancel her Revdex.com complaint.   For follow up, her number is [redacted].   Weber Chevrolet feels we havecompletely satisfied this customers complaint and consider the matter closed.

In response to Mr. [redacted]'s Revdex.com complaint:
 
Mr. [redacted] did bring his vehicle in to our Body Shop, with scratches on his bumper.  This was on May 23rd. and he picked up the vehicle on May 26th.  The owner, (Mr. [redacted]), requested an entire new bumper rather than repaint the old...

one.  Weber Chevrolet complied with his request.  Mr. [redacted] also asked to keep his old bumper.  Weber Chevrolet complied with that request as well.  There is a core charge by GM of $75 with the replacement bumper; Weber Chevrolet discounted the replacement bumper so Mr. [redacted] would not have to incur that cost.  The vehicle was picked up on May 26th and Mr. [redacted] said the bumper looked fine.
Several days later, Mr. [redacted] said he was not pleased with the paint work and wanted it done again.  Weber Chevrolet again  complied with his wishes and repainted his bumper.  Again he left and said he was satisfied with the paint work.
Mr. [redacted] again contacted Weber Chevrolet and stated he wanted the bumper repainted, that he was not satisfied with the paint.  Weber Chevrolet complied with his request and re-painted the bumper again.
When the vehicle was brought in a third time, Weber Chevrolet had the General Motors PPG paint representative present on site to make sure the paint was a match.  When completed, Mr. [redacted] said he was pleased with the workmanship.  [redacted], Service Manager, Weber Chevrolet, walked the lot and Service Department with Mr. [redacted] to show him a 2015 Corvette, (yellow), and a 2015 Camaro, (yellow).  Mr. [redacted] showed him the difference paint reflects what it is painted on. Fiberglass vs. plastic.  Mr. [redacted] was pleased with the paint and left.  Mr. [redacted] called the dealership, wanted to return the bumper, (which he said he would remove himself), and informed our GM, [redacted] he no longer wished to talk to him.  He then informed [redacted] the same information, (bring the bumper back for a refund).  He was told by the Body Shop Manager, the Service Manager and the General Manager we could not refund his money.
Mr. [redacted] on Monday, 9/19/2016, said he would remove the replacement bumper and return it to Weber Chevrolet for a complete refund of his money.  Mr. [redacted] at that time denied his request.
Every time his vehicle was being worked on, Mr. [redacted] was given the use of a loaner vehicle at no charge.  Mr. [redacted] was informed repeatedly that paint reflects light differently under different light conditions.  For example, direct sunlight vs. florescent lighting.  The paint on a Corvette is iridescent tri-color and is measured and calculated by computer standards input to insure consistency.  When manufactured, the Corvette panels are painted separately and the vehicle assembled after those panels are painted. Weber Chevrolet feels we have fulfilled our obligations to Mr. [redacted] and have gone above and beyond to repaint his vehicle which was damaged by a shopping cart at [redacted].  All document, signed by Mr. [redacted] authorizing the work are available upon request.

Revdex.com                                   ...⇄ 11/30/2016
211 N. Broadway, Suite 2060
 
Case # [redacted]
 
This is in response to the Revdex.com complaint, received Tuesday, November 29, 2016 regarding case number [redacted]. 
 
The complaint was submitted to the Revdex.com on November 3, 2016.  The following is a history of the events of this customer and vehicle:
 
September 19, 2016, at 11:32am, Ms. [redacted] brought her 1999 Pontiac Grand Prix in for service.This was for a recall from GM, (Replacement front valve cover and gasket as outlined in Campaign [redacted]).  The vehicle was shown to have 271,916 miles on it.  This work was completed as well as a courtesy 27 point inspection including tire tread and brake thickness.  Ms. [redacted] was not charged for any of the services performed on her vehicle.  After doing the 27 point inspection, it was recommended to Ms. [redacted] that her left and right front clearance lamps, her hub assembly right, left outer tie rod end, belts and rear tires all be replaced.  Total estimate for this work was approximately $650.62.  Ms. [redacted] was informed about safety issues with her vehicle at 1:35pm and declined all suggested work at this time.   
 
November 3, 2016, at 10:44am, Ms. [redacted] brought her 1999 Pontiac Grand Prix in for service.  The vehicle was shown to have 273,467 miles on it.  Ms. [redacted] complained her bottom and other side mounts are now broken. Mr. [redacted] apologized to Ms. [redacted] for this situation but informed Ms. [redacted] that Weber Chevrolet is not responsible for any mounts that are broken on her vehicle.  All work performed on September 19, 2016 by Weber Chevrolet, was done in accordance with GM specs.
 
Ms. [redacted] left with no repairs done on her vehicle and informed Mr. [redacted] she will contact GM, and Channel 2news.  Customer and her mechanic left.
 
In the Complaint Details section of Ms. [redacted] complaint, she herself states several of the safety issues (explained to her on September 19 by Weber Chevrolet), resulted in her having work done on her vehicle by someone else. Quoting from the Complaint Detail section of her complaint, “She had both those issues fixed”.  Weber Chevrolet is not responsible for work done on the vehicle after it has left our Service Department.  All work done by Weber Chevrolet was done in accordance with GM specs.
 
Weber Chevrolet feels we have fulfilled all obligations to Ms. [redacted].

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.I would also like to thank Revdex.com for the help/role in getting the issue resolved.  
Sincerely,
[redacted]