Wm. L. Morris Chevrolet -Fillmore

Wm.L.Morris Chevrolet received Revdex.com complaint ID 11141456. This letter is a response to that complaint. My name is G[redacted] and I am the Fixed Operations Manager here at Morris. I felt that I should respond to this because I was directly involved with Ms. G[redacted]’s concerns. Ms. G[redacted]’s 2011...

Chevrolet Equinox was originally brought in for diagnosis of a stalling problem. She had already contacted GM Customer Assistance who offered her a free hour of labor to cover the diagnosis charge. When she arrived, the service writer noticed that the check engine light was also on which she did not mention when the appointment was set up. This wasn’t a problem since the technician who diagnoses the stalling would be the same one to diagnose the check engine light. Our tech proceeded to scan her vehicle for diagnostic trouble codes and to figure out the stalling problem. He found a DTC for the camshaft position actuator valve and he did look up the labor code but used the wrong one in error. The one he used was not listed in the “powertrain” section of the warranty labor time guide manual so, the service advisor called the customer with an estimate which she approved and the technician completed. The advisor also noted that this valve replacement was for the check engine light problem and, in addition, Ms. G[redacted]’s vehicle also had a clogged throttle body which was what we suspected to be causing the stalling condition and was considered “Maintenance” by GM and she would be responsible for the cost of the cleaning of that component. This cost was included in the estimate and was performed. Ms. G[redacted] then contacted a friend who worked at another dealer or knew someone who did and, with his help, was able to determine that the part replaced for the check engine light was indeed covered under the powertrain warranty. She returned to the dealership with the gentleman and we all sat down at my desk to work it out. At this point, I showed them on my computer screen the number of labor operation codes for camshaft, actuator, solenoid, valves etc. there were listed and how it could be easily be mixed up with an operation that was covered and I apologized to them both and advised them that I would, in fact, be providing them with an adjusted bill which would reflect the coverage. I also, at that time, explained the cleaning of the throttle body and why it’s considered the owner’s responsibility. So, in conclusion, I feel that the apology she’s asking for has already been provided by me as the guy in charge, the coverage she asked for was given and the part of the repairs she was responsible for is just that, her responsibility. In addition, it was the light which needed the diagnostic hour and the throttle body which was causing the stalling. Sincerely,G[redacted]Fixed operations Manager

Wm.L.Morris Chevrolet received Revdex.com complaint ID 11141456. This letter is a response to that complaint. My name is G[redacted] and I am the Fixed Operations Manager here at Morris. I felt that I should respond to this because I was directly involved with Ms. G[redacted]’s concerns. Ms....

G[redacted]’s 2011 Chevrolet Equinox was originally brought in for diagnosis of a stalling problem. She had already contacted GM Customer Assistance who offered her a free hour of labor to cover the diagnosis charge. When she arrived, the service writer noticed that the check engine light was also on which she did not mention when the appointment was set up. This wasn’t a problem since the technician who diagnoses the stalling would be the same one to diagnose the check engine light. Our tech proceeded to scan her vehicle for diagnostic trouble codes and to figure out the stalling problem. He found a DTC for the camshaft position actuator valve and he did look up the labor code but used the wrong one in error. The one he used was not listed in the “powertrain” section of the warranty labor time guide manual so, the service advisor called the customer with an estimate which she approved and the technician completed. The advisor also noted that this valve replacement was for the check engine light problem and, in addition, Ms. G[redacted]’s vehicle also had a clogged throttle body which was what we suspected to be causing the stalling condition and was considered “Maintenance” by GM and she would be responsible for the cost of the cleaning of that component. This cost was included in the estimate and was performed. Ms. G[redacted] then contacted a friend who worked at another dealer or knew someone who did and, with his help, was able to determine that the part replaced for the check engine light was indeed covered under the powertrain warranty. She returned to the dealership with the gentleman and we all sat down at my desk to work it out. At this point, I showed them on my computer screen the number of labor operation codes for camshaft, actuator, solenoid, valves etc. there were listed and how it could be easily be mixed up with an operation that was covered and I apologized to them both and advised them that I would, in fact, be providing them with an adjusted bill which would reflect the coverage. I also, at that time, explained the cleaning of the throttle body and why it’s considered the owner’s responsibility. So, in conclusion, I feel that the apology she’s asking for has already been provided by me as the guy in charge, the coverage she asked for was given and the part of the repairs she was responsible for is just that, her responsibility. In addition, it was the light which needed the diagnostic hour and the throttle body which was causing the stalling.
 
Sincerely,
G[redacted]
Fixed operations Manager