Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Originally, my husband and I were shopping for a vehicle in the $12,500 range out the door with taxes and title included. The increase in price they are referring to was the fact that we increased our out the door total to $15,000. Prior to the day in question, I was contacted that the had a 2011 Equinox with 75k miles. I went out to see it before it was cleaned. The vehicle was trashed! The inside was the dirtiest, grimiest, vehicle I've ever been in! It had WHOOP WHOOP decals all across the windshield and a smaller one on the back. My sales associate had to go wash his hands before helping me, from being in the Equinox. When I adjusted the seat my fingers got sticky goo on it. So my husband did not want that vehicle because we were concerned if they took such little regard for the interior, we didn't want to chance how they maintained the mechanics of the vehicle. I wanted to see an the Equinox advertised. We had no idea how much tax and title would be. No one had counseled us on what that would look like on more than $12,500. When I I texted, I clearly stated my intentions of getting out the door at $15,000. Please see text: Todd this is Trina. You have a 2014 Equinox LSfwd sport utility silver in color for $14,992. I have a check in my hand and my husband is wanting to purchase tonight. The check is made out for $15,000. You know that's more than we planne to spend. My question to you is can you CLOSE the deal on the above suv TONIGHT for not a penny more than $15k? Otherwise, he's going to purchase somewhere else. ?? His response: I am not currently at work. When you come in please ask for Rodd. I will let him know you are coming in.
My response:Is that the guy we worked w the other day? We REALLY liked him. He and my husband talked a long time about the Equinoxhis response: Yes. He knows your coming in.My response: Ok. Can u ask him to check on all this? Sorry to bother u at home. ??his response: He knows the details. And it's not a problemThey did bring the wrong car into the bay. It was similar, but was a newer model. I got nervous when I saw that and gave them the opportunity to fix it prior to test driving the vehicle. I told the manager to find us help, and more importantly, told him the very same thing about the $15,000 out the door and that if it wasn't possible, we didn't want to waste our time. That's when he just smiled at us and said he'd go get the keys and someone to test drive it with us. So I maintain that Tom Gill Cheverolet advertises their customer service nearly as much and possibly more than their cars! I maintain that they did not provide good customer service or hold true to their implied promises of being able to provide that vehicle at $15,000 out the door. If my salesman had told me there was no way that could happen, instead of saying they understood and it's ready to go, my husband and I would never have bothered. Clearly the responder did not have all the information. It is unfortunate such a good reputation on the outside is hallow on the inside. I've spoken to several other people who have had poor customer service experiences with this company. They need to stop advertising how great it is!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
If the company wants to live up to the contract, they why do the try to charge for the service. When we had the last service done they tried to charge $ [redacted] for the the service,we complained and they said this is the last service,but now they admit the contract expires in sept. How does the prove they acted in good faith. We were told when we bought the agreement it would cover all service cost during the contract period based on owner manual required service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The hybrid battery still will not hold a chargei voiced my concern when I picked the car up the 4 th time I was told it wasn't driven enough to charge it. I drove it for the weekend called left a message on the following Monday, I received a call back telling me that they were checking with the service tech and would get back to me. I have not heard back from anyone at Tom Gill
My name is [redacted]. I am the General Sales Manager at Tom Gill Chevrolet. I have spoken to Mrs. [redacted] and apologized for the miscommunication. Mrs. [redacted] has since purchased another vehicle therefore we could not rectify the situation. Please close this case. Thank you, Respectfully,[redacted]General Sales ManagerTom Gill Chevrolet
We have resolved this with the customer by reimbursing the customer for the brake parts he replaced. The money had already been sent to him. Our used car manager resolved this 2 weeks ago. Thanks, [redacted]
I am not certain that it is something I am seeking from this Business. However better service and reasonably priced repairs would be my request. However, if they are not going to do that the least they can do is be caring and respectful to their customers. Horrible service.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is was not able to be resolved, since I have since purchased a vehicle elsewhere. I was told these types of issues are discussed in meetings so they do not happen again and was given an apology. There was nothing more the general salesman could do. I suggested to stop making claims of excellent customer service and a superior buying experience, if they cannot make good on that. So, as it is, I have to accept the apology and move on.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received M[redacted] response and feel that Tom Gill Chevrolet is responsible for my missing GPS because I was on Tom Gill's property. I just want my GPS given back or reimburse me for the cost of buying a new one. I am not trying to make money I just want my GPS returned. I told the receptionist the day I picked up the vehicle that my GPS was missing. I have called M[redacted] at least 5 times to try to fix this. I was told mark was going to address the issue and speak with Tom Gill and have never heard back from them since.
Regards,
[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
First off I want to say I am sorry if you left me a message I did not get it. Tony has filled for reimbursement from General Motors and that usually takes 60 to 90 days. I have aske my warranty clerk to please follow up with this and give me a up date. I also will call the customer today. It is 3:05 pm and will call right now. Mark F[redacted]
We have had contact with this customer. It was brought to our attention a few days after he had picked up vehicle. Our repair orders state that Tom Gill Chevrolet is not responsible for items left in vehicles. Our service department see about 75 cars a day and we have not had any complaints of items...
missing out of them. I feel we have very honest people that work here and we take pride in the service we provide to our customers. If this was a on going problem we would be addressing it and correcting it. This is the first time that I have heard about anything missing from customer cars. [redacted]
We have honored many tire replacements for people who have followed the guidelines of the program. The customers who have chosen not to follow the guidelines have forfeited the tires. It would not be appropriate to allow replacement of tires to a customer who chose not to follow the guidelines. Please see the attachment that was signed by the customer at the time of the purchase of the vehicle.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] When we asked if having an oil change would void our warranty they said no, at that point they should have said but it will void the tire warranty. I can't guess what warranty they are referring to. Why would I have all my maintenance done there for three years and then just not? That makes no sense and I will not back down until I get MY tires!
To whom it may concern,We have received the following information from the other cancellable products. I will attach it to the end of this statement. Also, I do not know what the customer is indicating by "main table" agreement that cannot be cancelled. I assume that they are referring to the the maintenance agreement? They do still have 1 minor service left on that agreement that is valued at [redacted]. They are welcome to come in for that service. We have never charged the customer for anything that is covered under that agreement in the last 3 years. The customer dod misunderstand and thought their contract was done when the advisor was telling them that their next service would be the last one. Their contract expires on 9/15/2015 and we are more than willing to honor their contract for that final service. The refund for Theft is $[redacted], Tire & Wheel refund is
[redacted], Key refund is $[redacted] and is being sent to the lender.
After researching this issue, we would like to apologize to the customer. We have read all text messages between all parties and listened to phone calls to find out why you indicated that the wrong car was shown to you when you came in. During the texts we read, the customer indicated that she...
wanted to see the more expensive vehicle because her husband wasn't interested in looking at the one that was within their 15K budget because of the miles. At no time was it ever indicated to the customer that we would come down on the price of the more expensive vehicle to make it fit in her 15K budget. The vehicle before taxes, title and license was clearly marked at 14,992 and at no time was it ever marked anything other than that. We have left a voicemail for the customer and have had no return call as of yet. We are more than willing to sell either vehicle at the prices they were listed but we will not sell the vehicle she is indicating at a discounted price that was never discussed.Thank You,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The car I bought, I still do not have lender paperwork. The car is broken down on the highway, the transmission mounts broke off and the transmission is halfway out. I do not have plates. I have been up twice now and no one has helped me. I am done with this company. I will be towing the car to their lot with the keys and it will stay there.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]If they said we have a main table agreement that cannot be canceled , why can't they live up to the agreement.
Regards,
[redacted]
The "Tire Rewards" program that Tom Gill Chevrolet offered during that time period came with specific rules. The contract rules stated that you must do your scheduled maintenance work at Tom Gill Chevrolet in order to qualify. Not only were those requirements not met, Ms [redacted] didn't do any...
service with us. Attached is the actual contract signed by Ms. [redacted] stating the rules. It is unfortunate that we cannot give her tires, but we will assist her in securing tires at our cost to show that we do care! [redacted] General Sales Manager Tom Gill Chevrolet [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Originally, my husband and I were shopping for a vehicle in the $12,500 range out the door with taxes and title included. The increase in price they are referring to was the fact that we increased our out the door total to $15,000. Prior to the day in question, I was contacted that the had a 2011 Equinox with 75k miles. I went out to see it before it was cleaned. The vehicle was trashed! The inside was the dirtiest, grimiest, vehicle I've ever been in! It had WHOOP WHOOP decals all across the windshield and a smaller one on the back. My sales associate had to go wash his hands before helping me, from being in the Equinox. When I adjusted the seat my fingers got sticky goo on it. So my husband did not want that vehicle because we were concerned if they took such little regard for the interior, we didn't want to chance how they maintained the mechanics of the vehicle. I wanted to see an the Equinox advertised. We had no idea how much tax and title would be. No one had counseled us on what that would look like on more than $12,500. When I I texted, I clearly stated my intentions of getting out the door at $15,000. Please see text: Todd this is Trina. You have a 2014 Equinox LSfwd sport utility silver in color for $14,992. I have a check in my hand and my husband is wanting to purchase tonight. The check is made out for $15,000. You know that's more than we planne to spend. My question to you is can you CLOSE the deal on the above suv TONIGHT for not a penny more than $15k? Otherwise, he's going to purchase somewhere else. ?? His response: I am not currently at work. When you come in please ask for Rodd. I will let him know you are coming in.
My response:Is that the guy we worked w the other day? We REALLY liked him. He and my husband talked a long time about the Equinoxhis response: Yes. He knows your coming in.My response: Ok. Can u ask him to check on all this? Sorry to bother u at home. ??his response: He knows the details. And it's not a problemThey did bring the wrong car into the bay. It was similar, but was a newer model. I got nervous when I saw that and gave them the opportunity to fix it prior to test driving the vehicle. I told the manager to find us help, and more importantly, told him the very same thing about the $15,000 out the door and that if it wasn't possible, we didn't want to waste our time. That's when he just smiled at us and said he'd go get the keys and someone to test drive it with us. So I maintain that Tom Gill Cheverolet advertises their customer service nearly as much and possibly more than their cars! I maintain that they did not provide good customer service or hold true to their implied promises of being able to provide that vehicle at $15,000 out the door. If my salesman had told me there was no way that could happen, instead of saying they understood and it's ready to go, my husband and I would never have bothered. Clearly the responder did not have all the information. It is unfortunate such a good reputation on the outside is hallow on the inside. I've spoken to several other people who have had poor customer service experiences with this company. They need to stop advertising how great it is!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
If the company wants to live up to the contract, they why do the try to charge for the service. When we had the last service done they tried to charge $ [redacted] for the the service,we complained and they said this is the last service,but now they admit the contract expires in sept. How does the prove they acted in good faith. We were told when we bought the agreement it would cover all service cost during the contract period based on owner manual required service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The hybrid battery still will not hold a chargei voiced my concern when I picked the car up the 4 th time I was told it wasn't driven enough to charge it. I drove it for the weekend called left a message on the following Monday, I received a call back telling me that they were checking with the service tech and would get back to me. I have not heard back from anyone at Tom Gill
My name is [redacted]. I am the General Sales Manager at Tom Gill Chevrolet. I have spoken to Mrs. [redacted] and apologized for the miscommunication. Mrs. [redacted] has since purchased another vehicle therefore we could not rectify the situation. Please close this case. Thank you, Respectfully,[redacted]General Sales ManagerTom Gill Chevrolet
We have resolved this with the customer by reimbursing the customer for the brake parts he replaced. The money had already been sent to him. Our used car manager resolved this 2 weeks ago. Thanks, [redacted]
I am not certain that it is something I am seeking from this Business. However better service and reasonably priced repairs would be my request. However, if they are not going to do that the least they can do is be caring and respectful to their customers. Horrible service.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is was not able to be resolved, since I have since purchased a vehicle elsewhere. I was told these types of issues are discussed in meetings so they do not happen again and was given an apology. There was nothing more the general salesman could do. I suggested to stop making claims of excellent customer service and a superior buying experience, if they cannot make good on that. So, as it is, I have to accept the apology and move on.
Regards,
[redacted]
The customer was contacted directly
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I received M[redacted] response and feel that Tom Gill Chevrolet is responsible for my missing GPS because I was on Tom Gill's property. I just want my GPS given back or reimburse me for the cost of buying a new one. I am not trying to make money I just want my GPS returned. I told the receptionist the day I picked up the vehicle that my GPS was missing. I have called M[redacted] at least 5 times to try to fix this. I was told mark was going to address the issue and speak with Tom Gill and have never heard back from them since.
Regards,
[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
First off I want to say I am sorry if you left me a message I did not get it. Tony has filled for reimbursement from General Motors and that usually takes 60 to 90 days. I have aske my warranty clerk to please follow up with this and give me a up date. I also will call the customer today. It is 3:05 pm and will call right now. Mark F[redacted]
We have had contact with this customer. It was brought to our attention a few days after he had picked up vehicle. Our repair orders state that Tom Gill Chevrolet is not responsible for items left in vehicles. Our service department see about 75 cars a day and we have not had any complaints of items...
missing out of them. I feel we have very honest people that work here and we take pride in the service we provide to our customers. If this was a on going problem we would be addressing it and correcting it. This is the first time that I have heard about anything missing from customer cars. [redacted]
Contacted the customer directly
We have honored many tire replacements for people who have followed the guidelines of the program. The customers who have chosen not to follow the guidelines have forfeited the tires. It would not be appropriate to allow replacement of tires to a customer who chose not to follow the guidelines. Please see the attachment that was signed by the customer at the time of the purchase of the vehicle.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] When we asked if having an oil change would void our warranty they said no, at that point they should have said but it will void the tire warranty. I can't guess what warranty they are referring to. Why would I have all my maintenance done there for three years and then just not? That makes no sense and I will not back down until I get MY tires!
To whom it may concern,We have received the following information from the other cancellable products. I will attach it to the end of this statement. Also, I do not know what the customer is indicating by "main table" agreement that cannot be cancelled. I assume that they are referring to the the maintenance agreement? They do still have 1 minor service left on that agreement that is valued at [redacted]. They are welcome to come in for that service. We have never charged the customer for anything that is covered under that agreement in the last 3 years. The customer dod misunderstand and thought their contract was done when the advisor was telling them that their next service would be the last one. Their contract expires on 9/15/2015 and we are more than willing to honor their contract for that final service. The refund for Theft is $[redacted], Tire & Wheel refund is
[redacted], Key refund is $[redacted] and is being sent to the lender.
After researching this issue, we would like to apologize to the customer. We have read all text messages between all parties and listened to phone calls to find out why you indicated that the wrong car was shown to you when you came in. During the texts we read, the customer indicated that she...
wanted to see the more expensive vehicle because her husband wasn't interested in looking at the one that was within their 15K budget because of the miles. At no time was it ever indicated to the customer that we would come down on the price of the more expensive vehicle to make it fit in her 15K budget. The vehicle before taxes, title and license was clearly marked at 14,992 and at no time was it ever marked anything other than that. We have left a voicemail for the customer and have had no return call as of yet. We are more than willing to sell either vehicle at the prices they were listed but we will not sell the vehicle she is indicating at a discounted price that was never discussed.Thank You,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The car I bought, I still do not have lender paperwork. The car is broken down on the highway, the transmission mounts broke off and the transmission is halfway out. I do not have plates. I have been up twice now and no one has helped me. I am done with this company. I will be towing the car to their lot with the keys and it will stay there.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]If they said we have a main table agreement that cannot be canceled , why can't they live up to the agreement.
Regards,
[redacted]
The "Tire Rewards" program that Tom Gill Chevrolet offered during that time period came with specific rules. The contract rules stated that you must do your scheduled maintenance work at Tom Gill Chevrolet in order to qualify. Not only were those requirements not met, Ms [redacted] didn't do any...
service with us. Attached is the actual contract signed by Ms. [redacted] stating the rules. It is unfortunate that we cannot give her tires, but we will assist her in securing tires at our cost to show that we do care! [redacted] General Sales Manager Tom Gill Chevrolet [redacted]