White's Mountain Motors

Complaint: [redacted] I am rejecting this response because: If they numbers on the card were meant to be just numbers to mmatch, the card shouldn't be called a Mega Money cardThe implication is that the numbers represent moneyThe flyer itself states nothing about that card leading people to take the implication of the card how they want Regards, [redacted] ***

The flyer clearly says that if you pulled a pair of matching numbers you have won one of the prizes listed One of the prizes is $25,or a new [redacted] *** No where does it state that the pair of matching numbers is the amount of money you won, that is this customers interpretation, but is incorrect The customer won a $ [redacted] Gift card

Complaint: [redacted] I am rejecting this response because: It was made very clear to me upon signing that I didn't have a choice and the extended warranty was mandatory by Credit AcceptanceThe car has severe suspension issues, the transmission was not fixed and still shifts hard, and the reason I kept the car is because I was brought into a back meeting room and was basically threatened to either take the car or to leave it there and move onI needed a car and that was not an optionWhites Mountain had a duty to make sure the vehicle was operable and not in jeopardy of breaking down or in danger of putting it's occupants in harms wayNothing was fixed and the vehicle is only getting worst Fix the vehicle and by that I mean everything that is wrong with itIncluding the recallarecall a that are currently active and this will all be put to rest Regards, [redacted]

The Most Miserable Vehicle Repair Experience Ever!
The sequence of events is written in chronological order and because White’s Mountain Motors has had my truck for weeks, there is much to sayFor those that don’t want to read the entire tome, in a nutshell, I took my truck to White’s Mountain Motors and after days, it still isn’t fixedIt isn’t like they are rebuilding the Mars RoverIt’s an engine swapThey, White’s Mountain Motors, have virtually no consideration of my time and have inconvenienced me for over a monthWhite’s Mountain Motors, should change their name to Black Hole Auto RepairOnce your vehicle goes in, it may never come outPlease indulge me and allow me to elaborateI own an older Chevy pickup that I have had for years and won’t trade it for anythingWe’ve been through a lot togetherIt’s kinda like that old pair of jeans or that old worn out shirt that just feels good when you wear ‘emIt has never let me down even when it let me downWell, the engine was getting a little tired so I had a new, yes, brand new, crate engine installed in October, I received a good deal from Teton Motors in Jackson since I had worked there beforeUnfortunately, after I picked it up and was headed home, the temperature in the engine started to fluctuateIt went from to degrees and then back againI was told before I left Jackson they thought the gauge was the culprit and it was actually holding at degreesOKNo big deal so to get around the issue with the gauge, I installed a separate gauge that bypassed the computerGuess whatIt did the same thing, fluctuating between and degreesNow, I don’t drive this truck much except during the summer when I go camping or fishingThe engine only had miles on itBecause it had been about months since the swap, I figured I’d get the oil changed since it was recommended to be done at milesThere were also a couple of other little things I wanted to have taken care of so I took it to the local Chevy dealer in Casper, White’s Mountain MotorsThat was on March 3rdOil change, tire rotation, squeaky door, double check the temp issue for a second opinion and reroute a heater hoseNo big deal, right? Wrong!
When they started it up after the oil change, both head gaskets let goThat’s rightDumped antifreeze into the cylinders and they told me it looked like it was on fireSince the engine was new, it was under warranty and I was just going to be out a truck for a bit ‘til it was fixedWrong!
Now, it is four weeks later and I still don’t have a truck back! White’s Mountain Motors, didn’t even touch the truck for two full weeksThat’s right - from March 3rd ‘til March 14th NOTHING was doneI was even told when I checked the progress on March 10th that it would be done by that Wednesday, March 12thIn order to give them some additional time, I told them I didn’t need it before Friday the 14thHaving worked in the business, I decided they might have a delay so wanted to give them a little cushionLo and behold, even with extra time, it wasn’t done on FridayTwo weeks and the repair hadn’t even been startedWOW! They hadn’t even done the little adjustments I talked to them about; not the squeaky door, not the tire rotation…NOTHING!
Monday morning, I dropped a note to the General Manager by email to express my frustration and contacted GM Customer Service to try and get a little help in building a fire under these folksA very nice lady at GM contacted White’s Mountain Motors to ask about the progress and was told they were diligently working on it as they spokeUp to this point, I was the one that initiated all the communication with them except for one call from the service advisor handling the issueThat’s rightThey only called me ONCE in over two weeks to update their “progress”Last week, on Friday, they finally offered me a loaner car but I told them I’d rather have my truck back and declinedAfter a conversation on Monday with GM, I called them to ask about the loaner because at this point, I had a couple of things that needed taking care of and I thought if I had one of their vehicles they would be a little more inclined to hurryI was told they’d check to see if they had one and would call me backAgain, that was MondayWell, it’s now WednesdayThey still haven’t calledSo here’s where we stand nowWhite’s Mountain Motors has yet to fix my truckThey haven’t contacted me like they said they wouldI imagine they aren’t giving me a loaner vehicle because I contacted Customer Service to get a little helpIt has only been two and a half weeks since this started and I have no idea what has or hasn’t been doneI will give them a call later today, Wednesday, so I’ll let you know how it shakes outUpdate: Well, I called and was told they did have a loaner for me but it’s now two days after I needed it and I don’t want any favors or to owe them anythingI decided to walkOh yeah, the heads that were gonna be fixed by Tuesday haven’t been done yet eitherIt’s now Friday, March 21stSince I hadn’t heard from anyone, again, I called and left two messages with the service advisorWhen he hadn’t called me back after a reasonable amount of time, I called and asked for the service managerHe apparently doesn’t answer his pages eitherAt that point, I asked for the general managerWhen he answered, I introduced myself and he knew exactly which vehicle I was talking aboutCome to find out, the heads that were to be back from the machine shop on Tuesday didn’t get back until Thursday, March 20thThe general manager said he spoke with the technician doing the work and was told he might get it done todayMIGHT! It only takes half a day to do the labor to put it back togetherThe GM told me they had plenty of work and the technician had a couple other vehicles he was trying to get out Wonder how long they’d been there? Now I’m no genius but I think the problem is they don’t have a plan for prioritizing the workloadThe tech is probably being yanked from one job to another without getting to finish anythingThe guy that’s complaining the loudest is the one that is getting worked onI’m gonna call them this afternoon so they can blow more smoke up my skirtI’ve been called many things but never bashfulWell, that conversation was enlighteningThey got the heads back but when they tried to start it, (shocking) no fireI was a little concerned about that when the service writer told me they were going to mill the headsThis happens to be a performance engine and in my experience, GM doesn’t want anyone to repair these enginesIf they fail under warranty they want them replaced and sent back so they can determine what went wrongWhen he told me they were going to repair them I thought maybe GM changed their policy (what do I know).So now it is still the 21st and now they have to get authorization and order an engineOh boyIt took all day on the 24th to get authorization and I am guessing they ordered the engine on Tuesday, the 25thI gotta give the service manager propsHe did call and tell me it wouldn’t start last FridayThat’s because I won’t talk to the service writer againHe has no concept of customer service, urgency, or what the policy isI called to check the progress on Friday, March 28th only to discover that the engine hadn’t yet arrivedI have now been told it would be there on Tuesday, April 1stI’m expecting an April Fool jokeIf it should get there on Tuesday, I’m thinkin’ it shouldn’t take longer than two days to put it in and finish the repairI’ll keep you postedAnother update: Yesterday April 2nd, the service manager called and let me know the engine should be done by tomorrow, Wednesday the 3rdHappy days!! Now it is April 3, at about 2:p.mI haven’t heard from themSurprise, surprise! So, I called them…againIt still isn’t doneI was told they are awaiting some “special fluid” to finish itHoly crap!! The only fluid it takes is water, antifreeze and oilWho doesn’t stock that? And if they don’t have it, call the parts store down the streetGenius Service Manager now says it’ll be done in the morningI don’t have much confidence in that statement after all the other deadlines and missesHe also told me he wasn’t lying to meIt has always been my experience that when someone says “I’m not lying to you”, they’re lying to youI never said he was but for some reason, he had to let me know that he wasn’t StrangeIt’s been one month today, April 3rdWhat a clusterStill the 3rd and I just got off the phone with GM Customer Service, againI imagine since I complained to GM that it won’t be done tomorrow eitherI’m probably being given a little paybackThey’ll come up with some other lame excuse just to show me who’s in chargeIf it isn’t done tomorrow as promised, I will call a tow truck and have it hauled to a dealer that knows what they’re doingThese people are buffoonsAgain, still the 3rd and just got a call from the service managerFunny how they get pretty communicative when Detroit calls to see what’s going onThe story is the technician wants to be sure that everything is working as it should and there aren’t any issuesHe apparently wants it to be perfectI can certainly appreciate that but what happened to needing that “special fluid,” such as antifreeze, water or oilUnless there are major problems, we agreed that the expectation is it will be done tomorrowI won’t hold my breathMy advice: If you should be foolish enough to take your vehicle in to White’s Mountain Motors, put Styabil in your gas or it will turn to varnish before you get it backCustomer service, immediacy, and communication are not their thingsOnce upon a time, how a customer was treated meant somethingNow customer service is just a slogan and nothing moreThis dealership should be ASHAMED of the “service” they have provided

I'll be brief If you like being treated as if your time has no value, then White's Mountain Motors is the place for you I just went there for the last time todayOver the past couple years I've been there maybe five or six times and the service has been poor Scheduled appointments mean nothing I've dealt with a few WMM employees that were very helpful, but there is a general atmosphere of apathy I wouldn't even go back for warranty work at this point It's not like I didn't give the place a chance either I recommend seeking out other options before choosing WMM

Complaint: ***
I am rejecting this response because:
If they numbers on the card were meant to be just numbers to mmatch, the card shouldn't be called a Mega Money cardThe implication is that the numbers represent moneyThe flyer itself states nothing about that card leading people to take the implication of the card how they want.
Regards,
*** ***

Response to *** ***’s complaint
*** *** approached us to seek help in financing a vehicle with very poor credit We have a bank called Credit Acceptance Corp which takes high risk loans The
bank tells us which vehicles in our inventory they will finance the customer on based on credit, job, income, down payment, and other information When these variables had been considered, there were very few options for Mr*** The Jeep Liberty was one of them This vehicle had miles at time of purchase Mr*** test drove the vehicle and purchased the vehicle He was not forced to purchase any extended warranties
After the purchase of the vehicle, which was sold to Mr*** no warranty, he brought up the following issues to our service department and General Manager These conditions were present at the time Mr*** purchased the vehicle and he knew about these conditions He was told by my sales manager that if he wanted the vehicle he could take it “As-Is”, but nothing could be done to the vehicle
- Check engine light on
- Vehicle has harsh shift
- Vehicle is squealing at start up
- Vehicle is bouncy
The dealership, at no cost to Mr*** did the following to repair those issues for him:
- Check engine light
FOUND DTC'S PAND PEVAP LARGE AND SMALL LEAK
INSPECTED EVAP SYSTEM AND FOUND SMALL HOSE ON CANISTER BROKENREPAIRED
HOSE AND CLEARED DTC AND TESTED OPERATION
- Vehicle has harsh shift
PERFORMED DIAGNOSTICS AND NO DTC'S FOR TRANS CONCERNS
PRESENTFLUID IS DISCOLORED AND CUSTOMER RECOMMENDED FLUID EXCHANGE
PERFORMED BG TRANS SERVICE WITH ADDITIVES AND FLUID EXCHANGE
- Vehicle is squealing at start up
PERFORMED DIAGNOSTICS AND FOUND BELT IDLER PULLEY WORN AND
MAKING NOISE ON START-UPREPLACED IDLER PULLEY AND BELT AND ON
STANO NOISE OBSERVED
- Vehicle is bouncy
FRONT SUSPENSION IS VERY NOISY AND MAKING SQUEAKING NOISES
ON INSPECTION FOUND LOWER BALL JOINT IS DRY AND WORNREMOVED AND
REPLACED LOWER BALL JOINT ON LEFT FRONTTHESE JOINTS ARE NOT
LUBRICATED WITH GREASE AND ARE SEAL JOINTSNOISE NOW IS GONE
I offered to do the repairs to the vehicle as a good will to him as he just started a new job as Manager at Qdoba, even though he had been told at the time of purchase that the vehicle was sold AS-IS Mr*** was also offered to return the vehicle He wanted to get something different, but because of his credit issues there wasn’t anything else we could get him financed on He did not want to return the vehicle and have no vehicle to drive The sounds the vehicle makes reflects the age and mileage of the vehicle Mr*** seems to be under the impression that the vehicle should be brand new.
*** ***
General Manager
White’s Mountain Motors
###-###-####

The flyer clearly says that if you pulled a pair of matching numbers you have won one of the prizes listed. One of the prizes is $25,or a new *** ***. No where does it state that the pair of matching numbers is the amount of money you won, that is this customers interpretation, but is incorrect. The customer won a $*** Gift card

Complaint: ***
I am rejecting this response because: We did nothing to make the timing belt break in this short of timeThis belt should of lasted an easy 40,miles if driven correctly with regular maintenance which is what had taken placeThe manufacture recommends the belt be replaced every 60,milesSpark plugs do not break on the outside of the engine where the plug wire attaches when a timing belt breaksBolts don't get sheard off on pulleys when timing belts break, this came from trying to force the engine to turn over
As far as contacting Whites, we had a hard time getting any response or phone calls returned from them on what the issue with the engine was. We went to the place of business most times as phone calls would not be returnedIt was a month getting them to tell us the engine needed replaced
I can promise Whites at no time was there any issue of "Over revving the engine"You have no idea how my wife drives, over revving the engine DID NOT happen
Only two things could have made this timing belt break as it did, faulty part or it was never replaced in the beginning as we requested and was charged for
*** ***

The customer seems to be embellishing the story to fit their agenda of blaming the crack on the dealership to get a repair fixed for free. Even after I asked the customer if she believed the cracked was caused by us and she stated she did not think we caused the crack nor she was blaming us for it. She admitted to doing research online that these manifolds do crack and we even discussed where the crack was (in the middle of the manifold) and that it was not near a flange or bolt hole caused by over tightened bolts. It is troublesome that what she told me face to face has changed to what she states in this complaint. The cost of the repair was quoted to her at $which included a new manifold, gaskets, nuts, an Osensor which the tech felt was not salvageable out of the old manifold, and the labor to complete the repairs. She declined the repairs and took the vehicle back as is. If she feels the repair cost were too high or she could get it done for less somewhere else, she can do so. We quote our repairs using genuine GM replacement parts. I offered to see if she was interested in trading the vehicle for something with less miles and more reliable and was told they were going to buy a Ford. Yes, we ae concerned for the safety of our customers, to imply otherwise is absolutely absurd. The whole basis of the customers accusation of the crack in the manifold is our fault is based off of "you touched it, so it must be your fault". The facts still remain that yes we did touch it, it has been months and over 10K miles ago that "we touched it", these manifolds do crack (especially with higher mileage vehicles such as the customers), we have replaced several of these manifolds with cracks in the same location as the customers on vehicles that we "didn't touch before", the crack is causing further damage to the vehicle- especially since the customer continues to drive it, and the customer is seeking a free repair. I am requesting this case be closed and the customer to seek repairs elsewhere

Complaint: ***
I am rejecting this response because:Well originally the car was to be fixed at the lot, until I had done further research in price and laborThe manifold (115.00$) and labor(1.5) and a gasket kit (12-20.00$) I could not see how the price went from 300.00$ all the way up to 700$I do not feel comfortable with this company fixing any more of my vehiclesI was being lied to, laughed at, and treated as if I knew nothing, and told that I was accusing them of being stupidI went into this establishment and acted very professional, I also went in and had all the knowledge of each repair and was willing to compromise to get to an agreementWhy would I want to take my vehicle there for repairs out of my own pocket, when I can take it to someone I know that isn't one going to treat me the way whites has and two take care of my families safetyI do understand that the manifold was racked and "apparently" happens all the time, but I do personally see a connection between the piston repair and the manifold being crackedI had taken the car in twice since the repair and the car was making the same soundIf this company truly cared for its customers, you'd figure they would look and call meThis company only cares about the money I am putting in their pockets instead of the safety of other peopleThey have lost GM all of my work, if this problem isn't resolved, I will never buy a Chevy product from themThe sad thing is, my husband and I are in the market right now to buy a brand new vehicle, and to get treated like this? What happened to the customer is always right? I will be contacting lawyers asap.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to meI don't have a problem with the Ct rack on the manifold, I do how ever have a problem with the fact that the car itself was fully capable to drive when I brought it on the lotWhen I went to pick my car up, it is completely incapable of drivingI was told that they had only removed the heat shieldI believe that there was more done to it, to where it's not drivable any longerBecause I took it in to get looked at (because they were the last people to have it opened) so I figured that since it had been less than a year it would have still been covered under warranty at that pointFinding out the price and the lack of concern for their customers, I decided to leave and take my business to a place I could trust, so I didn't get lied to and get run aroundWhen I turned my car on it wouldn't stay on and was completely unable to driveThis car was not in this condition when I dropped it offSo clearly there was more done to it than what had been saidThere is no way from the time on Monday to Tuesday, that the car broke that much worse from the parking lot to the lift! This is where I find the problem, the neglect of their customers stuff.
Regards,
*** ***

I just wanted to inform you that I emailed the General Manager Brad and he immediately called me back and after he inspected the car he offered me a full refund.
Thank you,
***

Complaint: ***
I am rejecting this response because:
It was made very clear to me upon signing that I didn't have a choice and the extended warranty was mandatory by Credit AcceptanceThe car has severe suspension issues, the transmission was not fixed and still shifts hard, and the reason I kept the car is because I was brought into a back meeting room and was basically threatened to either take the car or to leave it there and move onI needed a car and that was not an optionWhites Mountain had a duty to make sure the vehicle was operable and not in jeopardy of breaking down or in danger of putting it's occupants in harms wayNothing was fixed and the vehicle is only getting worst.
Fix the vehicle and by that I mean everything that is wrong with itIncluding the recallarecall a that are currently active and this will all be put to rest
Regards,
*** ***

Customer's vehicle was originally fixed months ago and over 10K miles ago. I sat down with the customer and discussed her problem. Yes, I told her that we had removed the manifold to do the repair we did months ago. The crack in the manifold is large enough that the vehicle
is extremely loud and is obvious there is a problem. The car did not leave the shop months ago with this issue. I discussed with the customer that where the manifold is cracked (in the middle and not by and flanges or bolt holes) that the cause was not by incorrect installation and in fact the area it is cracked is the common area that when these manifolds fail is where they crack. The customer even acknowledged that they had done some research online and came to the same conclusion. The crack in the manifold will definitely cause other issues with the car. Air is being sucked in to the exhaust causing the osensors to read incorrectly. This will lead to the car not running correctly, check engine codes, eventual failure of the catalytic converter, and with the rough running could cause shifting problems with the car. We recommend to get the car fixed, but customer denied repairs and took car off the lot. The crack in the manifold was not caused by us

Here is the response to *** K *** ID#***
The customer had their timing belt replaced at our shop on 10/17/with miles The repair work was done by a manufacturer certified mechanic The
customer also brought the vehicle in on 4/23/with miles for an oil change on this vehicle At that time the vehicle was operating as designed and there was not any issues with it (1,miles later) The type of repair we performed, replacing the timing belt, is not the type of repair you could do wrong and have the vehicle drive off the lot The engine is an interference engine and if installed incorrectly there would have been immediate engine damage The customer then brought the vehicle in on 1/13/with miles with the complaint of engine no start It should also be noted that the customer stated this happened after being stuck in a snow drift with the vehicle (this is notated on the repair order) There is a possibility of engine over-revving when stuck The diagnosis was that there was a catastrophic engine failure and the engine would have to be replaced The broken valves, spark plugs, and such the customer mentioned would have happened with a catastrophic engine failure with an interference engine To state that it was due to a repair that was done 3,miles and months earlier is unjustified and unfounded As stated earlier, if the repair was done incorrectly to start with, the car would have not operated as designed and have engine damage even before the customer picked up the vehicle Plus, the vehicle was seen 1,miles later and operating as designed There are many factors that can attribute to the catastrophic failure of an engine The customer has never contacted me about any of these issues or asked to speak with me I would have been more than happy to have discussed this with the customer personally
Brad Follensbee
General Manager
White’s Mountain Motors
###-###-####
Signature

It says right on the flyer next to the match game "if you pulled a pair of matching numbers, you have definitely won one of the prizes listed" It then list the prizes you are eligible to win. The numbers that he matched do not even have dollar signs next to them, so it is his
interpretation that those numbers represented money. Next to the recipient's name it stats Winning # and then a number. That number must be matched at the prize board furnished by the insurance company to see which prize is awarded to the customer. Odds of winning each prize in on the flyer