Weber Granite City Chevrolet

Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ Thank you for allowing us to address Ms [redacted] concernsMs [redacted] did bring her Impala in for an oil change on August 28,Per our telephone records she did not contact us again until September 17, 2015, almost three weeks after her oil change was completeShe left a voice mail for the General Manager, [redacted] , on Sept and he returned her call that dayMs [redacted] informed Mr [redacted] about the damage on her hoodHe asked her to get the current mileageShe had driven over miles since her oil changeMr [redacted] told her considering the time lapse, and the mileage, we could not accept any responsibility for damage on her carMs [redacted] was upset and argumentativeThe following Monday, Sept21, Ms [redacted] came to the dealership and apologized for her behaviorWe do have security cameras in the dealership, but the data is only kept for weeks, and was not available anymoreShe then got upset and argumentative again, and she was asked to leave Since we did not cause the damage to Ms [redacted] car, we will not repair it

Thank you for the opportunity to respond to Mr [redacted] 's concern Review of the consumer file indicates that Mr [redacted] and [redacted] came into the dealership on December and spoke with our salesperson, [redacted] Mr [redacted] had Mr [redacted] and MsCox complete and sign the credit application A copy is attached The application gives the dealership certain permissions, including obtaining information from a Credit Bureau As our usual practice, we submitted the application to several lenders At time of submission, the lenders will approve, deny, or qualify the transaction based on their individual lending parameters By submitting an application to several lenders, it is possible to obtain a lower interest rate, or perhaps a longer term In this case, no lender approved the application As to their concern that we ran "hard inquiries" that "dropped credit almost a hundred points" that is not valid We did in fact, submit the application to nine lenders However, lenders recognize that shopping for a vehicle often warrants multiple submissions to different lenders Credit scoring systems have been designed to account for that practice and include rules such as counting the same type of inquiry as only one inquiry as long as they are made within a short period of time It enables the consumer to shop for the best rate without the credit scores being impacted In this case, all were submitted on the same business day So, if in fact their credit score dropped, it was not due to the multiple submissions by Weber Granite City Chevrolet As to the claim that Mr [redacted] was deceitful, rude, and unprofessional we can only apologize for any misunderstanding or miscommunication Mr [redacted] has been a salesperson for Weber Chevrolet for over seven years and his Customer Satisfaction scores are impeccable We strive to treat all customers with professionalism, honesty, and courtesy and Mr [redacted] has always accomplished our high standards Thank you for the opportunity to respond [redacted] General Manager

Thank you for the opportunity to respond to complaint 12414455 The customers purchased a Used Chevrolet Silverado on March 27, 2017. Per their signature on the Buyer’s Order, as well as the Retail Installment Contract, a cash down payment of $is due. As of today, the
funds have not been received. The creditor, *** *** *** ***, granted the credit in part due to consideration of the down payment and equity in the vehicle. After failed attempts to collect the debt owed to Weber Granite City Chevrolet, the matter was referred to our attorney for collection and legal action, if necessary. *** ***General Manager

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.
Sincerely,
[redacted]

[redacted], a Sales Manager, telephoned Mr. [redacted] on November 28,2016 after a negative...

comment was left on the Dealership Facebook page.  Mr. [redacted] expressed the same concerns that are detailed in the Revdex.com Complaint.  To remedy the situation, and resolve the complaint, we offered to refund $150.00 to Mr. [redacted] for reimbursement for the labor, and the mark-up on the battery.  We regret the lack of communication during the repair process and the failure to discuss cost and options with Mr. [redacted].  This is not the procedure that we adhere to. Mr. [redacted] expressed satisfaction with the reimbursement, and agreed to return to Weber Granite City Chevrolet for future service and sales needs.  [redacted]General Manager

Thank you for allowing us to respond to the customer's concerns.  After careful review of our service records, it is evident that we could have done a better job of monitoring and addressing the mechanical condition of the brakes on the Malibu.  We did an extensive 172 point Inspection...

when the vehicle was purchased and at that time, there was 7mm thickness remaining on the front and rear brake pads.  In January, when the vehicle was towed in for the flat tire, we also performed a multi-point inspection and discovered the brakes were in the "caution" area with 5 mm remaining.  However, we are not certain the customer received a copy of this inspection.  In February the brakes were in the "danger" category at 2 mm.  The vehicle had mileage of 58,621 at that time which is 16,800 more miles than at purchase in June 2017.  The brake life can be adversely affected by driving condition and habits, but it is a reasonable length of brake life.  We would like to remind the customer that brakes are never covered under an extended warranty, since they are considered normal wear and tear.In addition, the alignment is not included in the warranty for the tire and wheel protection.In consideration of our lack of communication regarding the condition of the brakes and our appreciation for their continued loyalty to our dealership we would like to offer the customer $100 off the price of the brake repair, and a free alignment.  Please contact the dealership for an appointment to complete the repairs.

Initial Business Response /* (1000, 5, 2015/10/09) */
Thank you for allowing us to address Ms. [redacted] concerns. Ms. [redacted] did bring her 2014 Impala in for an oil change on August 28,2015. Per our telephone records she did not contact us again until September 17, 2015, almost three weeks...

after her oil change was complete. She left a voice mail for the General Manager, [redacted], on Sept 17 and he returned her call that day. Ms. [redacted] informed Mr. [redacted] about the damage on her hood. He asked her to get the current mileage. She had driven over 900 miles since her oil change. Mr. [redacted] told her considering the time lapse, and the mileage, we could not accept any responsibility for damage on her car. Ms. [redacted] was upset and argumentative. The following Monday, Sept. 21, Ms. [redacted] came to the dealership and apologized for her behavior. We do have security cameras in the dealership, but the data is only kept for 2 weeks, and was not available anymore. She then got upset and argumentative again, and she was asked to leave.
Since we did not cause the damage to Ms. [redacted] car, we will not repair it.

Thank you for allowing us the opportunity to respond to Mrs. [redacted]'s concern.  Mrs. [redacted] purchased the pre-owned 2011 GMC Yukon on August 16, 2016.  We were not aware that she had a concern over the towing capacity until we received the complaint.  [redacted] was the...

salesperson, and he has had over 20 years experience selling cars, both Chevrolet's and GMC products.  I feel certain that Mr. [redacted] would have answered any questions about the towing capacity honestly.  If for some reason, he did not have the product knowledge to answer any questions, he has many resources to obtain the answer for the customer.  The GVWR (gross vehicle weight rating) is the maximum number of pounds a tow vehicle may weigh.  Everything that contributes to the weight of the vehicle is included in the rating, including the weight of the vehicle, driver and passengers, fuel, load, hitch and the trailer.As for the battery malfunction, this is a normal wear and tear item.  It is not clear when the battery stopped working.  If it was within 30 days of the vehicle purchase, we would have certainly replaced the battery.It is a common misconception that requesting several credit reports when shopping for a vehicle lowers a credit score  According to Experian, credit scoring systems recognize inquiries for the same purpose and automatically counts them as a single inquiry. So, multiple inquiries will not impact credit scores.  Sincerely, [redacted]General Manager

Thank you for the opportunity to respond to Mr. [redacted]'s concern.  Review of the consumer file indicates that Mr. [redacted] and [redacted] came into the dealership on December 12 2016 and spoke with our salesperson, [redacted].  Mr. [redacted] had Mr. [redacted] and Ms. Cox complete and sign...

the credit application.  A copy is attached.  The application gives the dealership certain permissions, including obtaining information from a Credit Bureau.  As our usual practice, we submitted the application to several lenders.  At time of submission, the lenders will approve, deny, or qualify the transaction based on their individual lending parameters.  By submitting an application to several lenders, it is possible to obtain a lower interest rate, or perhaps a longer term.  In this case, no lender approved the application.  As to their concern that we ran "9 hard inquiries" that "dropped credit almost a hundred points" that is not valid.  We did in fact, submit the application to nine lenders.  However, lenders recognize that shopping for a vehicle often warrants multiple submissions to different lenders.  Credit scoring systems have been designed to account for that practice and include rules such as counting the same type of inquiry as only one inquiry as long as they are made within a short period of time.  It enables  the consumer to shop for the best rate without the credit scores being impacted.  In this case, all were submitted on the same business day.  So, if in fact their credit score dropped, it was not due to the multiple submissions by Weber Granite City Chevrolet.  As to the claim that Mr. [redacted] was deceitful, rude, and unprofessional we can only apologize for any misunderstanding or miscommunication.  Mr. [redacted] has been a salesperson for Weber Chevrolet for over seven years and his Customer Satisfaction scores are impeccable.  We strive to treat all customers with professionalism, honesty, and courtesy and Mr. [redacted] has always accomplished our high standards.  Thank you for the opportunity to respond. [redacted]General Manager