Van Chevrolet

I asked for owner or gm to call me and apologize and I want in writing that I am removed from list

August 9, 2nd response - Complaint # [redacted] [redacted] *** We have received the second response from Mrs [redacted] concerning her issue with our service department Additionally, since originally filing her complaint, she has also filed a complaint with the Arizona Attorney General as well as sought independent counsel As we suggested in our original response to the Revdex.com complaint and the Attorney General complaint, Mrs [redacted] needs to contact General Motors directly seeking relief and/or a buyback of her vehicle Van Chevrolet cannot make that decision Our attorneys have also responded to Mrs***’ attorney with the same information, as well as provided them with documentation that they requested so that a buyback could be pursued through GM At this time, Van Chevrolet will refer all other correspondence directly to our legal counsel in regards to this matter If there are any further questions, I can be reached directly at ###-###-#### Stephen FController

Dear Sir or Madam, Van Chevrolet did put MrM [redacted] on our do not call list We apologize he has received so many calls If for any reason MrM [redacted] receives another call please have him call me directly Again we apologize for any inconveienceSincerely, Trena M [redacted] Executive Assistant

April 20, 2018 Response to complaint # [redacted] – *** We are in receipt of the complaint filed by Mr. ***. We apologize for any inconvenience that our repeated phone calls may have caused him. On April 18th – Mr. ***’s record was changed to reflect a “Do Not... Call” status in our customer relations database, as well as the phone number deleted/erased from the record. If for some reason, Mr. [redacted] receives further calls, I would ask that he please contact me directly so that the proper disciplinary action can be taken against any employee that violates our protocol. I can be reached directly at 480-368-3933. Regards, Stephen FController

I did receive Mr [redacted] voicemail and returned his call today He did not answer so I left him a voicemail I explained that when we talked on Friday I offered to remiburse him his first car payment I asked if it was around $He said he thought so and he would get back with me after he spoke with his wife Mr [redacted] called me back and said he and his wife thought car payments would be better I agreed to car payments Mr [redacted] car payment is so we sent him a check for $ Van Chevrolet did not have an oppurtunity to do the repairs on Mr [redacted] vehicle because he did not want to drive to Scottsdale from Tucson I verified with Mr [redacted] that the repirs were done and that there were no out of pocket expenses to him I apologize for any confusion If you have any questions please call me.Sincerely, [redacted] Executive Assistant

Dear Sir or Madam: Mrs*** did purchase an extended warranty from Van Buick GMC, however she did not purchase the maintenance planPlease see attached documents showing what Mrs*** accepted to purchase and what she dec***d to purchaseMrs*** did have from the manufacture years covered
oil changesVan Buick GMC did offer Mrs*** four free oil changes at our service department as a gesture of goodwillWe apologize for any confusionIf you have any questions please call meSincerely, Trena M*** Executive Assistant

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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. For your reference, details of the offer I reviewed appear below
The custom Corvette floor mats were in the car before they detailed it and missing when we took deliveryWe told ***, the service manager for used cars right away and he said he would get us factory replacements or new onesI checked online and they do make mats to fit the carWe brought the car back twice to have the moulding fixed that holds the back part of the removable top in place, and both times we got it back fixedAlso we were told they would not fix the lumbar supports in the passenger seat because it was too expensive after telling us there was nothing wrong with itI have substantiating paperworkThis company could care less about your concerns once the car leaves the lot regardless what was promised!
Regards,
*** ***

Dear Sir or Madam:The company Van Chevrolet Buick GMC uses to install bed liners is ***. *** did contact MrM*** to resolve his concern. They offered to pay for a new bed liner. MrM*** should be completely satisfied at this time. If you have any questions
please call me.Sincerely,Trena M***Executive Assistant

We are in receipt of the complaint by Mr*** concerning the handling of his registration and plates for his vehicle purchaseIt would appear that our sales staff relayed incorrect information to Mr*** in how the process would work in getting his vehicle registered out of state
(Colorado). The title and licensing of vehicles out of state (other than Arizona) can be complicated, and salespeople as well as managers, are told to reach out to the business office for guidance. This obviously did not happen in this caseWe hope that Mr*** will accept our apologies for all of the inconvenience that was caused. We are processing and will mail a check directly to Mr*** in the amount of $as he has requestedIf there are any further issues, I can be contacted directly at ***Regards, Stephen F* Controller

I apologize that I have not provided a follow up response to this complaint Smiley, the General sales manager did contact Ms*** and apologized for the confusion He also offered her oil changes at no cost to her to cover the next two years She was satisfied with this resolve If you have any questions please call me. Thank You, Trena M***

Dear Sir or Madam;Van Chevrolet does not have any record of promising Ms*** any window tint when she purchased her vehicle over a year ago. We apologize for any confusion. If you have any questions please call me.Sincerely,*** ***Executive Assistant

Ms*** did dispute the charge with her credit card company and Van Chevrolet is choosing not to pursue the bill with Ms*** anymore If you have any questions please call me.Sincerely,*** ***Executive Assistant

Dear Sir or Madam, The owner and General Manager of Van Chevrolet are not available to call MrM*** to apologize for being called from one of our representatives. I can have the General Sales Manager call MrM*** to apologize. I did attach a copy of our phone database that shows we put MrM*** on the do not call list as well as do not mail. Again, I apologize for any inconveience. If you have any questions, please call me. Sincerely, Trena M***Executive Assistant

Dear Sir or Madam: Van Chevrolet did remove Ms*** from our database in both sales and service. We apologize that she has received so many calls. We are confident that the removal of her information should stop the communication. If she does receive any further calls please
have her call me directly at ***. Thank You,Trena M***Executive Assistant

I did do some research and *** *** did sign and agree to the warranty If *** *** does not want the warranty he can cancel it and get a refund I apologize for not responding earlier If you have any questions or concerns please call me.Sincerely,*** ***Executive
Assistant

Dear *** ***,Van Chevrolet spoke wit *** *** and addressed his concerns Van Chevrolet will refund *** *** $which is a refund difference from his extended warranty that he cancelled *** *** says that he is satisfied at this time If you have any questions please call me.Sincerely,*** ***Executive Assistant

If you look at the reviews by other customers for Van's service department on social media outlets (***, ***, etc.) you will see that the poor treatment of customers is an ongoing issue. I am not the only customer who has been treated this way, so I am not the issue. You said we were not lied to because he was correct when he said a manager wasn't there - this is just game playing. It's obvious that we wanted to speak with someone above the service rep, whether that be a manager or supervisor it shouldn't matter. If the supervisor was standing right there listening he should have stepped in at that time and said that he's not the manager, he's the supervisor, but he could assist us. Instead of attempting to alleviate the situation and satisfy a customer they acted childish over the proper title. The suggestion of us going to a different dealership is not an option, and I can't even believe that it would be suggested. We have two small children, we both work, and we live minutes from Van Chevrolet. We will not be inconvenienced because of Van's lack of ability to deal with frustrated customers. I've worked in customer service for years and have dealt with all types of customers. I would NEVER treat a customer the way Van has treated us. If I was proving a service to someone that we clearly can't fix I would be going above and beyond to make sure my customers were satisfied despite them being horribly inconvenienced. We understand that cars break, some are lemons. However, having to be inconvenienced over and over again would be more tolerable if we were met with understanding and compassion when we go in there instead of negativity and frustration.We have obtained an attorney and she is working with Van to alleviate the issues with the car and we are trying to alleviate the issues with Van's customer service. They should not be allowed to continue to treat customers so poorly

Please note that I absolutely expected a response like this from this car dealership. I was absolutely told that my car would be cleaned, although I did not expect a full detail. So for Stephen Fi*** "Controller" to suggest otherwise is an outright lie. In addition, what kind of "professional" car service would not completely wash a car exterior before applying any kind of wax or exterior protection? I am not looking for free services at all; I have already stated that I will never in my life visit another Chevy dealership again (I also have a complaint at the corporate level referece # ***. Service Consultant Gabe F*s was extremely dismissive and rude to me, and Service Director Daniel S*** chose not to return my calls. Now Controller Stephen Fi***, who chose not to call me, is willing to risk this business' already troublesome reputation (please see other complaints) over $100. I have been through a horrible experience, and again, my family friends and wide network of peers will stay far away from Van Chevrolet. My next step is to file an FTC complaint over fraudulent business practices. The most important outcome is for this complaint to be as public as possible so other people in my community know which business provide good customer service and which do not. For anyone reading this please review the other complaints, there is a long history of questionable business practices

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. For your reference, details of the offer I reviewed appear below
I read the response from Van ChevroletI am not accepting the response because of the findings from the 3rd party shopIf Van's had indeed did a "safety" inspection of my carThey would have found the fact that the two rear tires had belt separation which is NOT caused or have anything to do with the 10,miles I have put on the car since having itThey continue to bring up the fact that I have put 10,miles on it in a short amount of time But as I have explained many times I drive daily for my job The amount of mileage is irrelevant to the fact that they sold this car with bad tires the car was in bad need of an alignment which I believe was the case when I drive it off the lot because of the way it drove when I test drove it which is why I asked to have it re -inspected in the first place!! They stated that they told me about a mile/ day satisfaction with the inspection?? This is the first time I have heard thatWhen I read it in their response...this is something they just came up withI was never provided with a copy of the safety inspection they supposedly did stating the amount of tread that is supposedly acceptable to them, To sell the car that waySince having the car repaired at MY expense the car now drives the way it should have in the first place like a new preowned car The fact is Vans Chevrolet does not want to take responsibility for the fact that they sold this car with tires that essentially could have cost me my life with the condition they were in , which by the way I have photos of ..any professional inspector could see that these tires were defective and in bad shape and in no way possible did the 10,miles I put on the car post purchase would have caused this kind of wear on themI expect Van's Chevrolet to own up to their responsibility of reimbursing me the cost of the tires and Alignment that the car needed upon purchase The amount they would have to reimburse me for tires and an alignment is much less than what it would have cost had I lost my life in this car due to their gross negligence
Regards,
*** ***