Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Here is my response with quotes from your lovely response."They purchased the car on or about May 5th, from a reputable non-** dealership with approximately 39,miles. She brought the vehicle here on November 11th, with 47,miles and numerous concerns." Yes this is true"While the car was in our shop we provided her a loaner vehicle so that she wasn't incovenienced"I did not receive a loaner car while my vehicle was in for the recall, I received a rental when I brought the car back to be fixed for the damage it received. "The dealership fixed the mechanical problems with little to no money out of pocket to the consumer."True, is that not happens with recalls? "When she came back in to pick the car up she noticed a scratch that was not noted when she dropped the car off for repairs. We did what we thought was right, we made an appointment for her to bring the car in when we could get it in the bodyshop to get the scratch fixed. When she picked the car up from the bodyshop the weather was rainy and nasty"true "A couple of days later she noticed what she thought was "over spray" (later found to be wax used to buff the car) on the car and told MrsB*** that she wanted it fixed. MrsB*** told her to bring it back in and it would be fixed while she waited. The consumer found it more convenient to take it to our sister store and have them buff it out. They did in about minutes and she was on her way."It was indeed overspray, not sure where you got that from, and I was ignored for days before I finally got MRS B*** on the phoneThis was also after I had the nasty email written from yall read to me by ** CorporateAlso the sister dealer fixed the scratches by buffing them out, what yall were supposed to do in the first placeI did not find it more convenient , I found it more comfortable then going somewhere I am treated bad "As stated in her earlier comments, she has the right to go to social media to "bash" us, and we have the right of "refusal of service" to anyone we want. I seriously doubt that the consumer wants to bring the car back here, so I don't understand why that would be a big deal to her."Its not a big deal, its the principle "Also in the facts, we have done approximately $worth of repairs for this lady with minimum money out of pocket. We just don't wish to do anymore work on her car."Again , is this not expected with recalls and warrantys>"According to the comments on the original complaint, she wants the car fixed and an apology. She acknowledged in her second response that the concerns were fixed (by our sister store). So my guess is that she is just waiting on an apology. Well then, here it is. I am very sorry that this customer ever came to my store."That is not a apology, that is just plain rude and disrespectful
Regards,
*** ***
RE: [redacted]RESPONSE TO COMPLAINT #[redacted]On November 11, 2014, [redacted] came by the service department of baytown GMC Buick and stated to Jeremy, a service consultant that her [redacted] had become hard to steer especially when reversing. She said she had recently...
purchased the vehicle from another Used Car Dealer and they had no service department. She was welcomed and as part of the service write up process here at the dealership, the service consultant performed a "walk around" inspection of the vehicle and documented any findings relating to any visible physical imperfections ie. scratches, dents, torn seats etc. Jeremy, found that the interior of the vehicle was not very well maintained, and noticed that the carpet by the driver's compartment was especially dark in color and had a lot of dirt and debris in that area. The color of the carpet and seats is beige so its easy to notice the lack of maintenance. The exterior color of the vehicle is Mocha ( dark brown) and the exterior had residue from rain / road grime. Jeremy documented the visible scratches found on most of the vehicle especially on the right rear section. Before anyone gets into the customers vehicles, the driver seat is covered with plastic and a paper floor mat is put on the floor. Every care possible is exercised in order to prevent fraudulent claims but most importantly, to take care of customers' vehicles.The failed steering pump was not covered by the extended warranty that Miss [redacted] had purchased, but the dealership sought assistance from ** and was able to have the repairs goodwilled under a ** extended policy, over $800.00 of repairs that she would ordinarily have had to pay for. Additional repairs were covered by her policy. Also a few ** open recalls were completed at the same time. Upon completion of the repairs and as is customary at this dealership, the [redacted] was sent for a wash and vacuum before redelivery to the customer especially that ** surveys every customer regarding their service experience. Upon notification of the completion of repairs, Miss [redacted] showed up, paid the required deductible and picked up her vehicle. Later that same evening Miss [redacted] called and mentioned to Jeremy that her husband noticed there was a scratch on the driver's door that was not there before, and that there was a grease stain on her driver's floor mat, but stated she was aware of the other scratches as documented by Jeremy. Miss [redacted] was told to drop by the dealership in order that the complaints could be addressed. Although the scratch was questionable because of the state of the exterior appearance when the vehicle was originally dropped off, and could have been missed, and to avoid unnecessary arguments, Jeremy agreed to have the scratch fixed for customer satisfaction. An appointment was set for the following Monday, Miss [redacted] was provided a loaner vehicle, and the scratch was repaired at the collision center. Additionally, the interior of the vehicle was detailed and carpets shampooed at a considerable expense to the dealership. After taking posession of her vehicle once more, Miss [redacted] again called the following day and said that while the driver's side looked like new, the rest of the scratches need to be taken care of as well on the other side. Furthermore, she wanted to know what could be done for her, for the inconvenience she suffered having to return to the dealership etc. At such time she was told we were through dealing with her, and should not to return to the dealership for future business, as we went over and above to make her happy, and repaired a scratch that was so questionable at a great expense. After this experience we realized this was all a fraudulent claim from the begining and all requests from Miss [redacted] were declined. Miss [redacted] then proceeded to go on [redacted] and posted a lot of negativity about the dealership as well as called [redacted] and filed a complaint about the manner in which she was treated.She accused us of calling her a liar etc. Finally, our customer service agent Miss Cheryl B[redacted] contacted Miss [redacted] and questioned her hostility against the dealership. She stated that there was overspray on the left front fender and also wanted the rest of the vehicle buffed to have all of the additional scratches removed for her inconvenience. Miss B[redacted] told her we were at the end of the line and were through with her, however, she could to come by the dealership and meet with the service manager, and while she waited, the overspray could be removed. We have not seen or heard from her, however, once again, Miss [redacted] stated on [redacted] bashing the dealership and stated that she had the overspray removed at another dealership. There are no apologies due to Miss [redacted], she is not owed anything, and is definitely not welcomed here at Baytown GMC Buick.Respectfully,Scott T[redacted]General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Here is my response with quotes from your lovely response."They purchased the car on or about May 5th, from a reputable non-** dealership with approximately 39,miles. She brought the vehicle here on November 11th, with 47,miles and numerous concerns." Yes this is true"While the car was in our shop we provided her a loaner vehicle so that she wasn't incovenienced"I did not receive a loaner car while my vehicle was in for the recall, I received a rental when I brought the car back to be fixed for the damage it received. "The dealership fixed the mechanical problems with little to no money out of pocket to the consumer."True, is that not happens with recalls? "When she came back in to pick the car up she noticed a scratch that was not noted when she dropped the car off for repairs. We did what we thought was right, we made an appointment for her to bring the car in when we could get it in the bodyshop to get the scratch fixed. When she picked the car up from the bodyshop the weather was rainy and nasty"true "A couple of days later she noticed what she thought was "over spray" (later found to be wax used to buff the car) on the car and told MrsB*** that she wanted it fixed. MrsB*** told her to bring it back in and it would be fixed while she waited. The consumer found it more convenient to take it to our sister store and have them buff it out. They did in about minutes and she was on her way."It was indeed overspray, not sure where you got that from, and I was ignored for days before I finally got MRS B*** on the phoneThis was also after I had the nasty email written from yall read to me by ** CorporateAlso the sister dealer fixed the scratches by buffing them out, what yall were supposed to do in the first placeI did not find it more convenient , I found it more comfortable then going somewhere I am treated bad "As stated in her earlier comments, she has the right to go to social media to "bash" us, and we have the right of "refusal of service" to anyone we want. I seriously doubt that the consumer wants to bring the car back here, so I don't understand why that would be a big deal to her."Its not a big deal, its the principle "Also in the facts, we have done approximately $worth of repairs for this lady with minimum money out of pocket. We just don't wish to do anymore work on her car."Again , is this not expected with recalls and warrantys>"According to the comments on the original complaint, she wants the car fixed and an apology. She acknowledged in her second response that the concerns were fixed (by our sister store). So my guess is that she is just waiting on an apology. Well then, here it is. I am very sorry that this customer ever came to my store."That is not a apology, that is just plain rude and disrespectful
Regards,
*** ***
none needed
RE: [redacted]RESPONSE TO COMPLAINT #[redacted]On November 11, 2014, [redacted] came by the service department of baytown GMC Buick and stated to Jeremy, a service consultant that her [redacted] had become hard to steer especially when reversing. She said she had recently...
purchased the vehicle from another Used Car Dealer and they had no service department. She was welcomed and as part of the service write up process here at the dealership, the service consultant performed a "walk around" inspection of the vehicle and documented any findings relating to any visible physical imperfections ie. scratches, dents, torn seats etc. Jeremy, found that the interior of the vehicle was not very well maintained, and noticed that the carpet by the driver's compartment was especially dark in color and had a lot of dirt and debris in that area. The color of the carpet and seats is beige so its easy to notice the lack of maintenance. The exterior color of the vehicle is Mocha ( dark brown) and the exterior had residue from rain / road grime. Jeremy documented the visible scratches found on most of the vehicle especially on the right rear section. Before anyone gets into the customers vehicles, the driver seat is covered with plastic and a paper floor mat is put on the floor. Every care possible is exercised in order to prevent fraudulent claims but most importantly, to take care of customers' vehicles.The failed steering pump was not covered by the extended warranty that Miss [redacted] had purchased, but the dealership sought assistance from ** and was able to have the repairs goodwilled under a ** extended policy, over $800.00 of repairs that she would ordinarily have had to pay for. Additional repairs were covered by her policy. Also a few ** open recalls were completed at the same time. Upon completion of the repairs and as is customary at this dealership, the [redacted] was sent for a wash and vacuum before redelivery to the customer especially that ** surveys every customer regarding their service experience. Upon notification of the completion of repairs, Miss [redacted] showed up, paid the required deductible and picked up her vehicle. Later that same evening Miss [redacted] called and mentioned to Jeremy that her husband noticed there was a scratch on the driver's door that was not there before, and that there was a grease stain on her driver's floor mat, but stated she was aware of the other scratches as documented by Jeremy. Miss [redacted] was told to drop by the dealership in order that the complaints could be addressed. Although the scratch was questionable because of the state of the exterior appearance when the vehicle was originally dropped off, and could have been missed, and to avoid unnecessary arguments, Jeremy agreed to have the scratch fixed for customer satisfaction. An appointment was set for the following Monday, Miss [redacted] was provided a loaner vehicle, and the scratch was repaired at the collision center. Additionally, the interior of the vehicle was detailed and carpets shampooed at a considerable expense to the dealership. After taking posession of her vehicle once more, Miss [redacted] again called the following day and said that while the driver's side looked like new, the rest of the scratches need to be taken care of as well on the other side. Furthermore, she wanted to know what could be done for her, for the inconvenience she suffered having to return to the dealership etc. At such time she was told we were through dealing with her, and should not to return to the dealership for future business, as we went over and above to make her happy, and repaired a scratch that was so questionable at a great expense. After this experience we realized this was all a fraudulent claim from the begining and all requests from Miss [redacted] were declined. Miss [redacted] then proceeded to go on [redacted] and posted a lot of negativity about the dealership as well as called [redacted] and filed a complaint about the manner in which she was treated.She accused us of calling her a liar etc. Finally, our customer service agent Miss Cheryl B[redacted] contacted Miss [redacted] and questioned her hostility against the dealership. She stated that there was overspray on the left front fender and also wanted the rest of the vehicle buffed to have all of the additional scratches removed for her inconvenience. Miss B[redacted] told her we were at the end of the line and were through with her, however, she could to come by the dealership and meet with the service manager, and while she waited, the overspray could be removed. We have not seen or heard from her, however, once again, Miss [redacted] stated on [redacted] bashing the dealership and stated that she had the overspray removed at another dealership. There are no apologies due to Miss [redacted], she is not owed anything, and is definitely not welcomed here at Baytown GMC Buick.Respectfully,Scott T[redacted]General Manager