West Herr Chevrolet of Williamsville

[redacted] stated verbally : She never offered me anythingI am not sure what she is talking about in regards to making me an offerPlease clarify what the offer I? Melissa A [redacted] was not very nice to myself and my mother, as a matter of fact she was nasty

This letter will confirm that we have been working with Ms [redacted] in regards to her complaint While we disagree with some of the items stated, we were able to come to a satisfactory resolution Her concerns have been resolved and Ms [redacted] has indicated to us that she is satisfied with the resolution we offered Sincerely,Annette [redacted] Executive Assistant

The charge was to diagthe customers concern that was not related to the recallIt was not for the free inspection that we do or recallIt was for the request to check out why they have a clicking noiseI will refund the money only because we are West Herr and we want all customers to be happy John Service Manager

Melissa A*** has contacted Mr*** and is meeting with him today in hopes of assisting him with the purchase of a vehicle. Sincerely,Annette S*Executive Assistant West Herr Automotive Group

The vehicle was originally driven with little to no oilThe customer added oil to be able to drive it miles to the *** *** ***By that time, it had lost all of it's oil again*** misdiagnosed as a plugged PCV port and had it towed to usUnderstanding that the vehicle
had no oil, we pushed it into the shopOnce in the shop, we discovered that the rear main seal had a catastrophic failureThis caused a massive oil leak. The customer provided authorization to proceed with the (very large) repairUpon completion, we started the vehicle and found that the previous loss of oil resulted in a loss of oil pressure and caused internal engine damageTech noted that that the engine had a significant knock and should not be drivenWe had not started the vehicle prior to the repair because it was out of oil, therefore we were unaware of the knockCustomer states that the engine was not knocking prior to taking to ***, but we do not know how many miles or how many times it was started while in their possession. Due to the high mileage of the vehicle, GM declined any warranty assistance. As a courtesy to this customer, we have offered to forgive the cost of the initial repair ($2100)Instead Keith W*** was able to find a low mileage used engineWe will be installing the engine at a highly discounted rateThe customer will pay only $more than the initial estimate for rear main seal repair($+ tax) We have also provided a free loaner vehicle for them to useThe customer is satisfied with this resolution

Melissa A***, the General Manager of West Herr Chevrolet of Williamsville, met with Ms*** on November 3, to discuss her situation. While the information in the complaint does not address many of the issues, Melissa A*** and Ms*** developed a strategy for Ms*** to
trade in her current vehicle for another vehicle and they plan to meet and discuss over the next months. Due to customer confidentiality, we cannot address in this response the various issues and strategy for Ms***

On November 3, 2016, Melissa A*** met with *** and her Mother at the West Herr Chevrolet of Williamsville. Following is Melissa's notes regarding the meeting that she had with ***. On 11/3/I had a meeting with *** *** and her mother in my office at Chevy Williamsville. The game plan was for *** to make three consecutive, on time payments, on her current loan. *** and her mother stated that their main concern was to have her Mom removed from the loan. I let *** know that making three consecutive payments on time and having a considerable down payment of $10,would help the situation. *** did say she definitely could not come up with $10,but possibly $3,to $4,after the holidays. I said that we should plan on meeting again in January and I let *** know that I would put an additional $towards her trade at that time. *** seemed agreeable and made me feel like we had a game plan for the new year. That same day, 11/3/2016, I did send *** a hand written “thank you” card that thanked her for her time and let her know I would talk to her after the new year. We have reached out to ***, and in the spirit of customer satisfaction, Melissa offered to put an additional $3,toward her trade after she makes three consecutive on-time payments and has some additional funds to put down

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The charge was to diag. the customers concern that was not related to the recall. It was not for the free inspection that we do or recall. It was for the request to check out why they have a clicking noise. I will refund the money only because we are West Herr and we want all customers to be...

happy.  John   Service Manager

[redacted] stated verbally : She never offered me anything. I am not sure what she is talking about in regards to making me an offer. Please clarify what the offer I?  Melissa A[redacted] was not very nice to myself and my mother, as a matter of fact she was nasty.

We are sorry for the troubles that Mr. [redacted] experienced with his vehicle. In the spirit of customer satisfaction, we enhanced his trade value and participated in down payment assistance to help him into another vehicle.  Mr. [redacted] was satisfied with this resolution of his concerns.

This letter will confirm that we have been working with Ms. [redacted] in regards to her complaint.  While we disagree with some of the items stated, we were able to come to a satisfactory resolution.  Her concerns have been resolved and Ms. [redacted] has indicated to us that she is satisfied with...

the resolution we offered.                                    ...⇄ Sincerely,Annette [redacted] Executive Assistant