I do not think there is any dispute that Ms [redacted] s did receive a new engine for the Suburban that Fagen Automotive put in This was referenced in her original complaint that the service policy did cover the new engine As indicated in the attachment, she paid $plus tax for the policy Ms [redacted] purchased a month, 6,mile policy that is now expired on time and perhaps mileage (contract in attachment) The GM supplied engine does have a much longer warranty and that is why there is an additional cost The warranty of the other engine was months or 12,miles The warranty company offered her roughly another year of warranty Ms [redacted] was given a choice by the warranty provider She opted for the year warranty instead on the month warranty Now she has coverage for years with a vehicle that has approximately 115,miles We agree that the year warranty is worth the extra $investment Any customer would select the longest warranty coverage possible but there is an understanding that additional coverage will have extra costs If I understand correctly, now the expectation is that Uptown should pay the extra $for the year coverage that originally was month, 6,mile coverage that has now expiredWe will not participate in the extra costs of the extended year warranty protection that she decided to purchaseWhen the vehicle was checked under warranty at Bergstrom, the air conditioning was working properly, We have never sold any information on a customer to an outside vendor.I wish her many miles and a pleasurable experience in her Suburban in the future and in the years ahead
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11982138, and find that this resolution is satisfactory to me Thank you for replacing this tire for me and my familyI am pleased that we could resolve this matter so promptly Regards, Dana C***
[redacted] arrived at the Uptown Express Lane shortly before pm on April 20th He instructed us to install the aftermarket wheels he purchased on the Dodge Challenger he purchased from another location We were unable to verify the fitment (Definition of something that fits The proper positioning and orientation of a thing for it to serve it's designed purpose)of the aftermarket wheel before we installed them on the vehicle We were assured by the customer that Diamond Wheels verified fitment, so we went ahead with moving the tires from the factory wheel to the purchased aftermarket wheels Upon completion, we lowered the vehicle to the ground and pulled it a couple of feet forward When moving the vehicle, the aftermarket wheels [redacted] provided made contact with the brake calipers because the wheel offset was not appropriate for the trim level (Challenger Scat Pack) of the vehicle.We spoke with [redacted] on April 26th in the early afternoon to review the situation and try to figure out a resolutionDuring that conversation, he expressed that Diamond Wheels agreed to participate until they found out the cost of the calipers that are in question [redacted] agreed that it was not all our fault, but since the wheel company was not going to participate anymore, he was between a rock and a hard place and did not feel he should pay for the calipers [redacted] also confided that he does a lot of his own work on his vehicles, but did not have tire changing equipment to complete this job He could have verified fitment without having the tires mounted on the vehicle[redacted] purchased the Challenger from another dealer and the wheels from an online store The online store verified that the wheels were for his vehicle even after we had the issue We did not charge [redacted] for mounting and balancing tires while he was here because we wanted to show that we were not trying to take advantage of a bad situation We also had [redacted] sign the work order before he left that stated "Customer came in with wheels purchased through eBay Once finished we went to roll vehicle out, got feet and heard scraping noise from front end Realized that the offset of front wheels were wrong scraping the calipers Informed customerPut tires on stock wheels."Uptown was assured by [redacted] that Diamond Wheels verified that the wheels would fit on the vehicle We proceeded with that assurance They did not Uptown did not charge anything We are willing to split the $and pay $ Either Diamond Wheels or [redacted] should take responsibility that the wheels purchased on eBay did not fit the vehicle
I called Dana C [redacted] at 2;on 2-09-17.The tire did get punctured after Uptown delivered the Lincoln.if the tire was low due to low air pressure it would not cause a rupture in the side wallHowever, in the interest of customer satisfaction we will put a new tire on the Lincoln at no charge to Dana C***.Please call Marin in service at your convenience
Ms [redacted] did purchase the Suburban with 109,miles in January The first e-mail that I sent to Ms [redacted] was on March 25, 2015, which was approximately months after delivery She complained about the navigation system which after some instructions with her, appears to be working properly The brake pads were replaced but the rotors were not turned The hinge on the driver's door was replaced No mention at this time of any ticking in the engine two months after delivery She then requested what was done before we offered the Suburban for sale Below I am listing the items that were replaced to prepare the Suburban for sale The window sticker that was on the vehicle and put in the glove box outlines the elements of the car that are inspected As you can see, we did not cut corners during the inspection and replaced many maintenance type components Upper and lower ball jointsSerpentine beltAlignmentExternal bulbRear U jointsOil pan gasketRight front bearing and hubRight front axle bootright front axle seatBecause the vehicle had over 100,miles, it was prudent on Ms [redacted] 's part to purchase an extended service warranty The engine must have been replaced within a month of the March 25th e-mail Ms [redacted] perhaps had a remanufactured engine put in the Suburban and that must have been the upcharge for this That is her choice but not something that the warranty will cover We did not put a heavier weight oil in the Suburban We did not mask any engine noise This is all conjecture and even the service advisor did not state that we had put in heavier oil The type of oil placed in the Suburban could have been checked at that point but was not So to say that we knew about this is not warranted.The second issue is the air conditioning Ms [redacted] states that Bergstrom states there is no leak in the air conditioning at this time I believe it is working properly now Uptown did not do anything dishonest in representing this vehicle to the [redacted] s The ticking noise was not even mentioned in her March 25, e-mail Uptown spent over $on a safety inspection and the customer spent $a few days before he traded the unit I believe this is exercising due diligence in the sale and safety of the Suburban Our goal in reconditioning is to make is safe, not new In the month of January, we encourage our staff to have the vehicle out front if they have an appointment whether it is a used vehicle or a brand new $70,Suburban I look at this as customer service, not deception As far as paying for an upgrade, that was her decision She states that the warranty did not pay for a GM engine A GM Engine is the only engine that will fit in her Suburban Also, Fagan was the dealer who replaced the engine If we replace an engine, we normally would put the guest in a vehicle until the car was completed This is obviously a large job and they were compensated at their retail rate.As far as the air conditioning is concerned, Bergstrom did a dye test to detect for any leaks and no leaks were found Please keep in mind that the engine was replaced and then she took it in for air conditioning work Removing a whole engine from a vehicle is disruptive to the engine compartment Normally you do check things like the heater and air conditioning before releasing the vehicle to the customer on such a large repair Perhaps Fagan Chevrolet did check it and found nothing wrong Anyway, within a short period of time (one or two weeks) Ms [redacted] took the Suburban to Bergstrom to check the air and they found no leaks after the dye test The air conditioning is working at this point in time.In summary, the warranty did cover a replacement engine It had to be a GM engine that was placed in the Suburban The warranty did cover a replacement rental for days As stated previously, perhaps she should ask Fagan Chevrolet for reimbursement We would provide rental assistance for such a large customer repair In a transaction the heater and air conditioning would have been checked by Fagan before the vehicle was returned to the [redacted] s She took it to Bergstrom and after the dye test, the air conditioning is working properly The vehicle is safe and working properly I wish the [redacted] 's many more miles of driving pleasure in their Suburban
I do not think there is any dispute that Ms [redacted] s did receive a new engine for the Suburban that Fagen Automotive put in This was referenced in her original complaint that the service policy did cover the new engine As indicated in the attachment, she paid $plus tax for the policy Ms [redacted] purchased a month, 6,mile policy that is now expired on time and perhaps mileage (contract in attachment) The GM supplied engine does have a much longer warranty and that is why there is an additional cost The warranty of the other engine was months or 12,miles The warranty company offered her roughly another year of warranty Ms [redacted] was given a choice by the warranty provider She opted for the year warranty instead on the month warranty Now she has coverage for years with a vehicle that has approximately 115,miles We agree that the year warranty is worth the extra $investment Any customer would select the longest warranty coverage possible but there is an understanding that additional coverage will have extra costs If I understand correctly, now the expectation is that Uptown should pay the extra $for the year coverage that originally was month, 6,mile coverage that has now expiredWe will not participate in the extra costs of the extended year warranty protection that she decided to purchaseWhen the vehicle was checked under warranty at Bergstrom, the air conditioning was working properly, We have never sold any information on a customer to an outside vendor.I wish her many miles and a pleasurable experience in her Suburban in the future and in the years ahead
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11982138, and find that this resolution is satisfactory to me Thank you for replacing this tire for me and my familyI am pleased that we could resolve this matter so promptly Regards, Dana C***
[redacted] arrived at the Uptown Express Lane shortly before pm on April 20th He instructed us to install the aftermarket wheels he purchased on the Dodge Challenger he purchased from another location We were unable to verify the fitment (Definition of something that fits The proper positioning and orientation of a thing for it to serve it's designed purpose)of the aftermarket wheel before we installed them on the vehicle We were assured by the customer that Diamond Wheels verified fitment, so we went ahead with moving the tires from the factory wheel to the purchased aftermarket wheels Upon completion, we lowered the vehicle to the ground and pulled it a couple of feet forward When moving the vehicle, the aftermarket wheels [redacted] provided made contact with the brake calipers because the wheel offset was not appropriate for the trim level (Challenger Scat Pack) of the vehicle.We spoke with [redacted] on April 26th in the early afternoon to review the situation and try to figure out a resolutionDuring that conversation, he expressed that Diamond Wheels agreed to participate until they found out the cost of the calipers that are in question [redacted] agreed that it was not all our fault, but since the wheel company was not going to participate anymore, he was between a rock and a hard place and did not feel he should pay for the calipers [redacted] also confided that he does a lot of his own work on his vehicles, but did not have tire changing equipment to complete this job He could have verified fitment without having the tires mounted on the vehicle[redacted] purchased the Challenger from another dealer and the wheels from an online store The online store verified that the wheels were for his vehicle even after we had the issue We did not charge [redacted] for mounting and balancing tires while he was here because we wanted to show that we were not trying to take advantage of a bad situation We also had [redacted] sign the work order before he left that stated "Customer came in with wheels purchased through eBay Once finished we went to roll vehicle out, got feet and heard scraping noise from front end Realized that the offset of front wheels were wrong scraping the calipers Informed customerPut tires on stock wheels."Uptown was assured by [redacted] that Diamond Wheels verified that the wheels would fit on the vehicle We proceeded with that assurance They did not Uptown did not charge anything We are willing to split the $and pay $ Either Diamond Wheels or [redacted] should take responsibility that the wheels purchased on eBay did not fit the vehicle
I called Dana C [redacted] at 2;on 2-09-17.The tire did get punctured after Uptown delivered the Lincoln.if the tire was low due to low air pressure it would not cause a rupture in the side wallHowever, in the interest of customer satisfaction we will put a new tire on the Lincoln at no charge to Dana C***.Please call Marin in service at your convenience
Ms [redacted] did purchase the Suburban with 109,miles in January The first e-mail that I sent to Ms [redacted] was on March 25, 2015, which was approximately months after delivery She complained about the navigation system which after some instructions with her, appears to be working properly The brake pads were replaced but the rotors were not turned The hinge on the driver's door was replaced No mention at this time of any ticking in the engine two months after delivery She then requested what was done before we offered the Suburban for sale Below I am listing the items that were replaced to prepare the Suburban for sale The window sticker that was on the vehicle and put in the glove box outlines the elements of the car that are inspected As you can see, we did not cut corners during the inspection and replaced many maintenance type components Upper and lower ball jointsSerpentine beltAlignmentExternal bulbRear U jointsOil pan gasketRight front bearing and hubRight front axle bootright front axle seatBecause the vehicle had over 100,miles, it was prudent on Ms [redacted] 's part to purchase an extended service warranty The engine must have been replaced within a month of the March 25th e-mail Ms [redacted] perhaps had a remanufactured engine put in the Suburban and that must have been the upcharge for this That is her choice but not something that the warranty will cover We did not put a heavier weight oil in the Suburban We did not mask any engine noise This is all conjecture and even the service advisor did not state that we had put in heavier oil The type of oil placed in the Suburban could have been checked at that point but was not So to say that we knew about this is not warranted.The second issue is the air conditioning Ms [redacted] states that Bergstrom states there is no leak in the air conditioning at this time I believe it is working properly now Uptown did not do anything dishonest in representing this vehicle to the [redacted] s The ticking noise was not even mentioned in her March 25, e-mail Uptown spent over $on a safety inspection and the customer spent $a few days before he traded the unit I believe this is exercising due diligence in the sale and safety of the Suburban Our goal in reconditioning is to make is safe, not new In the month of January, we encourage our staff to have the vehicle out front if they have an appointment whether it is a used vehicle or a brand new $70,Suburban I look at this as customer service, not deception As far as paying for an upgrade, that was her decision She states that the warranty did not pay for a GM engine A GM Engine is the only engine that will fit in her Suburban Also, Fagan was the dealer who replaced the engine If we replace an engine, we normally would put the guest in a vehicle until the car was completed This is obviously a large job and they were compensated at their retail rate.As far as the air conditioning is concerned, Bergstrom did a dye test to detect for any leaks and no leaks were found Please keep in mind that the engine was replaced and then she took it in for air conditioning work Removing a whole engine from a vehicle is disruptive to the engine compartment Normally you do check things like the heater and air conditioning before releasing the vehicle to the customer on such a large repair Perhaps Fagan Chevrolet did check it and found nothing wrong Anyway, within a short period of time (one or two weeks) Ms [redacted] took the Suburban to Bergstrom to check the air and they found no leaks after the dye test The air conditioning is working at this point in time.In summary, the warranty did cover a replacement engine It had to be a GM engine that was placed in the Suburban The warranty did cover a replacement rental for days As stated previously, perhaps she should ask Fagan Chevrolet for reimbursement We would provide rental assistance for such a large customer repair In a transaction the heater and air conditioning would have been checked by Fagan before the vehicle was returned to the [redacted] s She took it to Bergstrom and after the dye test, the air conditioning is working properly The vehicle is safe and working properly I wish the [redacted] 's many more miles of driving pleasure in their Suburban