Charlie Obaugh Chevrolet Buick GMC Kia

Frist, we did crack the dash in two spotsThe dash already had cracks in it, and the customer acknowledged this alsoWe offered to pay half of $1,at first, but found where could get the dash price way down, so that is where we came to the $If they wanted a new dash, we asked for them to
pay for half since the dash was already cracked, and we would install for freeThey asked for cash instead of a new dash, and I respecfully said our offer was to replace the damaged partNot sure what else we could do for the sutomerIf there is, please inform me. Respectfully submitted, Eric W Obaugh

I was very clear with my response to the Revdex.com that the [redacted] have only been in our store three documented visits, as the reason Mrs. [redacted] could only send in three repair orders. I was very clear in all three incidents as to what happened and what it cost. We can all refer back to my response on Oct. 18, 2017, to refresh what has happened over the past two years. I am sorry Mrs. [redacted] does not find that acceptable, but we have paid a lot of money out over their three visits in over two years to fix concerns that we didn't have to do. This is a used unit, not a new Jayco product. The RV was bought "AS-IS" and we fixed the items the [redacted] brought to our attention that we did not have to repair. I believe we have answered all claims in this matter and have gone well above and beyond in helping them on an RV that was bought used and "AS-IS"  over two years ago. I am sorry that the RV took on a water leak, but it has nothing to do with what we have done in the past. It is 10 years old, and units that are 10 years old are going to have issues of some level.Due the drawn out time of this matter, we are asking the [redacted] to either accept our estimate or please pick up their unit as we need the room to bring in other customer's RVs to service during the winter season. Plus, we are getting ready to start a rather large construction project and do not have the space to keep units for long continued periods of time.Respectfully,Eric Obaugh

Mrs. [redacted] brought her vehicle in and dropped it off after hours in the night drop box.  On the envelope she indicated she wanted the air bag light and check engine lights diagnosed.  The vehicle was checked over for the air bag and check engine lights.  There were three codes...

present- B0083 for the left front impact sensor (causing the air bag light to come on) , a P0449 for the evaporative vent solenoid control circuit and a P0513 for the theft deterrent key incorrect.  The technician diagnosed for the codes.  For the B0083 (air bag) he found the vehicle to need a impact sensor…for the P0449 he found the vehicle needed an evaporative vent solenoid…the P0513 was not a current code and the root cause was unable to be determined.  There were no other codes present.   The customer authorized the repairs and the impact sensor and the vent solenoid (with new jumper harness) were installed.  The vehicle was retested and passed.  The codes were cleared and none of them returned.  The vehicle was road tested and no lights returned.  When I looked over invoice I saw where she was charged to diagnose for the air bag but not for the check engine light.  The codes were not related so she should have been charged an additional $98.00 to look at the check engine light.  But she wasn’t.  This may have been why the advisor was off on the air bag estimate.   Ms. [redacted] picked up the vehicle and indeed called the dealership to let us know the check engine light returned.   I instructed the advisor to call Ms. [redacted] and have her return to the dealership to have the check engine light scanned.  My concern at the time was that maybe there was something wrong with the evaporative vent solenoid that we did replace.  When she returned we scanned for codes and found none of the previous codes had returned, but a new code was present.  The code on the second visit was a P0523 for engine oil pressure sensor circuit high voltage.  The P0523 code was diagnosed and found to need an oil pressure sensor. She was given an estimate to make the repairs and declined them.  As instructed the service advisor did not charge her to diagnose for the check engine light when she returned-she was charged nothing.   Evidently Ms. [redacted] had been having trouble with the oil pressure gauge for sometime-but on the first visit there was no code present.   If there had been we would have checked that out as well and provided and estimate and repaired if she had approved.   The technician did not notice anything going on with the oil pressure gauge, nor was there any code present for low oil pressure.
When she first came in… For the air bag light she was charged to diagnose the airbag light $98.00 and $299.00 to replace the impact sensor (labor $49.00 and sensor $250.00).  for the check engine light she paid $98.00 to replace the evaporative vent solenoid valve and install the jumper harness (sensor $69.08 and jumper $36.44).
 
In summation, the evaporative vent solenoid was needed as the check engine light did not return for the P0449 code.  The code was completely different and none of the previous codes had returned.   It is my belief the dealer is not at fault.  This is a 9 year old vehicle with 130,000 plus miles that has only been to the garage on one previous occasion in its lifetime.   Since there was no diagnostic charge for the check engine light the first time, or the second time, and the evaporative sensor code has been corrected we believe we do not owe her any refund (the evaporative vent solenoid and the impact sensor are warranted nationwide at any GM dealer for 12 months unlimited mileage.
Sincerely,
[redacted]
Charlie Obaugh Chevrolet
Service Manager

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
oh no. that is not true at all. my vehicle that I was trading in is not charged off and am still currently paying each month and I have no other charge offs or repossession. get the facts straight. and no where in your advertising did it say anything about what you just stated. the ad even stated if you were under water. my wife lost her job for almost a year that is why it was behind a couple of months and I contacted them the first day my wife lost her job and they would not work with me. said they do not refinance or anything to just continue making monthly payment to which I have and am still currently. so another words how can you advertise $500 down payment as long as you make at least $2000 a month even if your under water as you stated in your ad? if thats the case no one would have positive flow if they were under water. re listen to your ad. like I asked. please if you will not work with me. please remove everything from all credit bureaus and send me proof.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


11/19/2015


Safe
n Sound installed Remote start


$371.98





3/16/2016


Remote
start stopped working and Safe n Sound reprogrammed remotes


 





Sat
4/2/16 8am


Vehicle
died 77 miles from home at 7-11 in [redacted] with my wife and mother-in-law
who was visiting from [redacted].


 







5pm


Charlie
Obaugh could not determine the cause of the vehicle dying


 




Tue
4/5/16


Charlie
Obaugh reported that the cause of the failure was from after-market remote
start


 





Fri
4/8/16


Vehicle
repaired


Paid
$868.76




Fri
4/15/16


Appointment
at Safe & Sound – spoke with [redacted] ([redacted]). Discovered
that the part that was reported by Charlie Obaugh as the problem was taken
out of the car. It was not placed in the vehicle nor given to owner.


 





 


I
called Charlie Obaugh and Service Manager [redacted] said they normally
hold onto parts for a few days but since no one claimed it, it was trashed


 




 


Safe
& Sound said they cannot reimburse without a defective part.


 






Mon
4/18/16


I
called Charlie Obaugh – and spoke with Bill Woods. He told me that when the
problem was discovered, I told him to take the part out and throw it away.
This I did not tell him.


 



As you can see from the record of the dates, the vehicle was repaired on the 8th of April. On the 15th, I contacted Obaugh and they said that they tossed the defective part.Mr Obaugh is now stating that they would keep the parts for 15 days. Either my calculations are incorrect or someone is lying because seven (7) days after the vehicle was repaired, I contacted Obaugh - now they are saying that they hold onto defective parts for 15 days!He is right with one thing, though, I did sign for the vehicle because they had indeed fixed the problem. My problem still remain that they threw away the defective part that was needed for a full refund.
Regards,
[redacted]

To answer Mr. [redacted] accusation, we have to repsectfully disagree, which I am sure he knew would happen since we have already responded to his attorney on May 17, 2016. We have heard nothing back frpm Mr. [redacted] until this Revdex.com claim, three months later. I have attached the drop off envelope Mr....

[redacted] signed to allow us to diagnose his Saturn. I have also attached the repair order showing his signature when picking his Saturn up that states he "received or had the opportunity to inspect any replaced parts as requested" by Mr. [redacted]. To go along with these signatures, he never requested the old parts in the documents. I also included our response to his attorney. I am not sure what Mr. [redacted] expects of us, but he never requested his parts until a month or so after his repair. We are only required to hold parts for GM for 15 days, so a request that long after the repair could not be accommodated. In the documents, it shows where he had hot wired a hot into the cigarette lighter. I have been around GM vehicles all of my life and am absolutely positive GM and/or an aftermarket company would not warranty their part if the customer had done such a thing. This hot wiring caused the dashboard to start smoking and shut the vehicle down, because much worse things were getting ready to happen. We performed all requests to Mr. [redacted]' approval as shown with the attached documents. Not sure what else we could have done for this unfortunate incident.Respectfully,Eric W. Obaugh

We are rather perplexed by Ms. [redacted]. All we have done is bend over backwards for her. She has to pay nothing since she bought her vehicle. She bought this vehicle AS-IS NO WARRANTY as stated on the FTC Buyer's Guide. What is interesting here is she doesn't tell the whole story. This vehicle was...

state inspected by a licensed state inspector in Jan 2016. It passed state inspection guidelines, enough said. We sold the vehicle to her in August 2016 with no warranty, AS-IS. We have replaced her front brake pads, resurfaced the rotors, and repaired the blower motor, all at NO COST to her. As for her comments about our shop, I find them to be completely out of line and inappropriate. We have done everything we are suppose to do plus a lot more at NO  COST to Ms. [redacted]. We have even discounted her needed repairs for her vehicle to pass state inspection. What more can we do on an AS-IS vehicle.  Respectfully submitted, Eric W. Obaugh

Attached is a letter of explanation to the consumer. Due to specific privacy laws stated in the Gramm-Leach Bliley Act, I am unable to share the consumer's credit information with any third party, but am more than happy to discuss it with the consumer.

We only charged for one diagnosis fee on her repair bill as stated under Line A on the repair order from 2/19/2016. The other $98 charge was for the actual repair on line B to replace the EVAP vent solenoid control circuit. There was a charge of $49 on Line A of the replacement of the impact sensor. So contrary to Mrs [redacted]' claim of two diagnosis charges, there was only one charge. She was not charged for the other she should have been charged. These were the ONLY codes that came up in our GM diagnostic tool. We performed what Mrs. [redacted] requested of us on the 19th. When we returned her vehicle to her, it was free of codes. We are sorry her check engine light came back on for a completely different issue, but these things do happen on all makes of vehciels. The repairs we performed on the 19th needed to be done contrary to Mrs. [redacted] claim that they did not need to be performed. Many times we may have to fix one issue to fix another and in this case that is what happened. We needed to fix two, because there was another issue being clouded by these two. What Mrs. [redacted] also failed to state was we diagnosised her third issue for free likke the control circuit. So I am not quite sure why we should be reimbursing any money when we fixed what was requested along with already giving $198 worth of diagnosis for free. I do admit we came up short on our customer service as to follow up, and I apologize for that. WIth her free diagnosis from her second visit for a seperate concern, she knows what needs to be replaced. As for her request for $200, we gave her $200 worth of diagnosis that our technician did not get paid to perform and will not be refunding any money. We wish her well finding an upstanding establishment like ours to perform her future work on her vehicle.Eric Obaugh

The [redacted] purchased their travel trailer from us in the spring of 2015. It is a 2008 Keystone Sprinter and was purchased "As-Is" from our RV Center.We have three documented visits to our store. In those three visits and through our used inspection there is no mention of wood or water damage on...

our documentation. Let me also mention this unit was 7-8 years old at time of purchase and a little over two years has passed since then with no documentation of a water leak and only one mention to the awning in our system since purchase.The first visit to our service center was June 2015, it was to have a weight distribution hitch and brake controller installed (must have been part of deal, there was no charge), no mention of awning or wood or water leak/damage. Next in August 2015, we replaced a failed vent in the camper, a gray water valve, and a black water monitor. One or all of these replacements could have been a cause of the odor they had smelled. We also removed the awning and properly reinstalled, no mention of the awning arm being off of the trailer. We also refilled their LP tanks and performed a Virginia State Inspection. No charge for any of these repairs or services. The travel trailer was brought in to be winterized in November 2015, no mention of the awning or water leaks/damage. The fourth and last time until the end of this summer was August 2016. This time the awning needed to be reattached (not sure why), the hot water needed some attention (a fuse was replaced), found battery cables were installed incorrectly (corrected), performed a VA state inspection, and lastly, installed a customer supplied electric tongue jack. Total paid on this visit, $18.51.We currently have the [redacted] RV in our shop. We started off with an estimate for $1,525 to reattach awning and repair the wood in the right rear of the trailer, located behind the right rear tires to the back of the trailer. The awning attaches behind the right tires. As we have been investigating, we have found more damage that is causing the estimate to rise, because there are areas we think may be affected, but we currently cannot visually put an eye on. Yes, the repair could possibly to reach $6,000, as the unseen may be less or may be at the $6,000 estimate, and by no means do we want to be any where close to that number. The floor/wood damage seems to be coming in at the right rear tires where water is being thrown back up against the underbelly. This could possibly lead hidden damage towards the refrigerator of the trailer.I take issue with Mrs. [redacted] comments as we put the awning in backwards due to "our incompetency". I believe she may have forgotten it didn't work properly two years, and we had to fix it correctly. By our documentation, the RV has not returned until now, over two years later. I'm sure they used it in the past two years and if it was not properly installed it would have been back well before now to repair it. We also don't know how it's been treated or how it's been stored. Next, not sure about the wiring on the slides and shorting out fuses, that was never documented either, and we only show one fuse being replaced and that was for the water heater. We are sorry she perceives us to have poor service, to be incompetent, and the other derogatory comments she said about us in this claim and on social media, but all we are doing is trying to diagnose and fix their RV, that is 9-10 years old. How we can be expected to pay for all, half, or any of this repair is beyond us, since it has only been in store for an awning or wood damage once, and that was over two years ago. Today, it has some major issues, and they need to be addressed soon, unfortunately they are going to be expensive. Sorry we had to be the bearer of bad news, but we believe in the truth, and nothing but the truth. Respectfully, Eric W. Obaugh

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The prices listed from the dealer are correct. This is what I was charged. I was told that if I repaired my vehicle through them them I would not be charged any diagnostic fees. It is a funny coincidence that their diagnostic fee is $98 and I was charged that to have my air bag light repaired and my check engine light "labor" also cost $98. Clearly I was charged two diagnostic fees since my itemized invoice shows 2 $98 charges for diagnostics. This is the first lie that they told in their resolution e-mail. Also when I called because my light came right back on, [redacted] who was in charge of my service repairs in the first place told me that they did not drive my vehicle because the check engine light went "off" when they changed solenoid valve and I should have told them more information about my vehicle before I dropped it off and they would have drove it. However in their response they said my vehicle was road tested and passed. SO I was either lied to originally or they are lying now. All I want is my vehicle fixed and to be able to drive it again. I have to find a ride to work now since my vehicle was repaired incorrectly and I paid an extra $203.52 that I should never have been charged for. Also I purchased this vehicle in September and since then I have taken it to charlie obaugh chevrolet twice for repairs, I have replaced all 4 of my tires at [redacted] tire pros in [redacted] and I have had my oil changed at [redacted] once because Charlie Obaugh was supposed to change it for me the first time I brought it in and did not and twice at [redacted] since then. The fact that they would be so ignorant and unprofessional to label my car as "old" and say that it has only been serviced once in its lifetime is completely not true and ridiculous. If you run a car fax on my vehicle you will see that it was routinely serviced on a regular basis before I purchased it. This car has been well maintained. The reply that they gave me clearly shows how unprofessional they are and how terrible their service is. I stick to my claim that they did not repair my check engine light correctly. I want a refund for what I paid for it to be repaired.
Regards,
[redacted]

Contacted customer offered store credit of $593.00. Customer accepted. [redacted] apologized to customer. All is well

Once again, I respectfully disagree with [redacted], as stated previously to the Revdex.com and his legal counsel. We corrected multiple issues he had created with improper aftermarket installation by himself and the company who installed his remote start. He never requested while his vehicle was in our shop that he wanted the old parts back. He signed that he received everything he requested and went on his way. He requested the defective parts well past a reasonable time for us to retain them for him. As for keeping parts, that was for GM, not customer pay parts. If a customer does not request them at the beginning or during repair, we discard them as we do not have storage for old used parts. I am sorry for [redacted], but there is nothing more we could have done for him. We performed everything he requested and he agreed we did by signing off when he picked his vehicle up. Respectfully, Eric W. Obaugh

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

In reference to the $100 issue, all items have been ordered and should be in soon.  We would never short change one of our customers especially for the $100 internet credit. So this will be resolved over the next few days.Eric Obaugh

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 
I am still waiting on $ 100 credit for an online offer that they had if you inquired about a vehicle online. You got a $100 of free accessories for the truck. I have emailed the salesperson today to see if the stuff has come in as we still have not gotten it yet. So, I am still waiting on that from them.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
First off.  You have your facts wrong again.  I never said anything about charge offs or collections. The [redacted] in NOT secured! And has been being paid monthly. And unless you changed your ad now. It never ever said anything about almost anyone. I have to listen to that ad over and over every day so I know it never said that. As far as my vehicle loan through credit acceptance.  It is not 8 months! And that is what I was trading in. And am paying monthly per credit acceptance.  My wife had lost her job for almost a year. That is how it got behind a little  but not 8 months.  If it was I wouldnt have it to trade in. But your ad also said if I was underwater  could give up to 125% over book value on trade. Wonder how many people get that. And its funny that I was approved at 2 other dealerships recently with no issues like I am receiving from your dealership. Only reason I was trying with you because of  your ad for $500 down. Guess I will give them my business.  And funny you stated you enclosed my credit report and its not here. And yes inquiries do knock it. Also funny the other dealerships got to know me and seen and understood everything in my report that you saw. I have no repossessions.  And [redacted] was an UNSECURED loan. .  So I can see that you arent and dont want to work with me. So it is what it is. You dont have to worry about ever seeing me in your dealership again and will let everyone else know how you operate as well. Get all the facts before you deal with consumers. Be it credit report or whatever.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not agree.  I sent copies of receipts where the items which had to be "re fixed" and are not fixed as yet (which caused more damage). 
Regards,
[redacted]

To address Mr. [redacted] allegations, we respectfully disagree with all of his claims. I’m sure this is no surprise, so let’s get to each allegation.Mr. [redacted] first engaged us on March 5, 2018 with multiple contacts with our sales associate, [redacted], concerning a 2017 Toyota Tacoma (Stock...

#[redacted]). At this time the unit was at [redacted] to be sold on the wholesale market, which I am not sure [redacted] was aware. We did not sell it, and Mr. [redacted] had expressed continued interest, so we brought it home. There were numerous emails back forth before Mr. [redacted], but not once did Mr. [redacted] say he would buy the unit, nor did he put a deposit down on the unit to hold it until he could make it to our store. In additional attachment, I have attached all the email correspondence between Mr. [redacted] and our store prior to his arrival.I changed the pricing according to the marketplace multiple times while Mr. [redacted] was engaged with our sales associate. I change the pricing on all our units every 3-10 days depending on what I see or one of our managers see what’s going on in the marketplace, so this unit was not special by any means in how we priced it. Not knowing the emails going back and forth, because we have many going at any given time during a day, I priced it to what the marketplace was bringing at the time, $32,495, which was an increase from $31,995. I not only drop prices, but also increase prices due to market conditions. This was one of them. The price stayed between, $32,495 and $32,995 from March 12th through the day Mr. [redacted] purchased his Tacoma.The day Mr. [redacted] came to our store to purchase the Tacoma, he was here for almost 4 hours, much of it due to negotiating the price of his trade and “out the door” pricing. Not once was the price of $31,995 mentioned while negotiating with our sales manager, [redacted]. As a matter of fact, the number Mr. [redacted] was worried at the end was the “out the door” price. He wanted to be at $30,500 “OTD”. He left at $30,500.37. The sale price was $32,349. Not sure why he is having such a time with the numbers considering he negotiated with our staff for almost 2-4 hours on the day of purchase, never mentioning the sale price. Now he says we charged him $32,995, which the Buyer’s Order shows $32,349, $646 less than our internet price.Yes, Mr. [redacted] contacted us multiple times after he purchased his truck concerning the price, but his claim is no where in black and white. There never was “I’ll send you a deposit to hold the vehicle, or I’ll buy the vehicle at the negotiated price” in his emails, or even a $32,995 sales price. I will attach another set of documents showing the pricing Mr. [redacted] signed and agreed to on March 29, 2018.As for the verbal insults from our staff and myself, not once did our staff verbally insult him or curse him. I though did use one profane word after I was verbally berated by Mr. [redacted], and I apologize with a follow call within 5 minutes of ending our call. I never use profanity when talking to customers, but with Mr. [redacted] tone and level of speaking to me, I broke, and I am sorry for my language or word at the time.We feel we negotiated in good faith a fair deal with Mr. [redacted], we’re just not sure what happened after he left. Before he left, he wrote some wonderful comments about our staff, which I have attached also.In closing, we are truly sorry Mr. [redacted] feels the way he does towards our store, but we did everything he asked of us, so he could purchase his new Tacoma. This is all shown in the additional documents attached. Respectfully submitted,Eric W. Obaugh