Don Brown Chevrolet Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Again, we invited *** *** in to fix her vehicle as well she hung up on our General Manager and does not feel comfortable coming here because we would not be able to take someone else's diagnoses.We are happy to hear she got her vehicle repaired and we do wish her well

Initial Business Response /* (1000, 7, 2015/08/04) */
To whom it may concern we has been working with Ms*** to resolve her concerns
Seems there was a bit of a misunderstanding she was under the impression that we were contacting her warranty company in regards to her torn windshield wiper ,
and her door handlethose items were pointed out to the customer as a courtesyCustomer did decline those repairs
Don Brown Chevrolet contacted her warranty company in regards to her concern with her check engine light being onWhen diagnosing Ms*** vehicle The following was found, scanned and found Code Pwith misfires on #and #Cylinders, Inspect, Spark Plugs and Coils and Found injector feed wires broken causing intermit misfiresThe warranty company did authorize the repair , however per Ms***s contract with her warranty company she has a $deductible which can not be waived
I also spoke with Ms***s Mother and I have agreed to give her compensation for her inconvenience in the form of either a gas card or a free oil changeThey are going to let me know which they prefer
Respectfully,
*** ***
Customer Service Manager

Please see attachment

Complaint: ***
I am rejecting this response because: I actually have recordings of every call that I had with each person proving otherwiseAlso I’ve since been to Bommarito ChevroletAnd everything was resolved for FREE under my warrantyNo diagnosis feeI let them know what code was on and they confirmed and fixed the issue with no problemEverything is now sent to corporate
Sincerely,
*** ***

In order to honor Life time warranty under GM and Don Brown Chevrolet life time limited warranty one of the requirements is that the customer maintain and be financially responsible for the rotors on the vehicleUpon inspection we found right side brake pad to be worn metal to metal and rear
brakes at less than MMthe vehicle required front and rear brake service part of the requirement again is to resurface rotors customer consented to resurfacing rotors and his cost was going to be $which he authorized this cost so we began work on the vehicle while working on the vehicle customer called and said I don't have $so as a good will gesture to help him we said we will pay for half of your rotorsWe did not have to do this again it was good wlll on the part of Don Brown ChevroletAfter completion part of the process is to pump the brakes which is done form the cab of the truck and done by using brake pedal which is done to seat the brake pads and caliper pistonsduring that process is when the steal brake line ruptured due to rust and corrosion due to age and miles of vehicleThe customer is a Silverado with 254,miles on the vehicle a vehicle with this age miles is going to corrosion due to age and miles.Our mechanic did not move or adjust brake line where the brake line is located is behind the Frame Rail and Fuel Tank , we informed customer brake line ruptured and cannot be repaired due to corrosion and would require new brake lines front to rear the estimated cost of repair was quoted to customer at $not including tax.Customer asked us multiple times if we could repair just the one section that broke We explained to customer that we would not due that because the other lines are going to rupture and that is not acceptable repair due to possible failure .Customer indicated that if brake line were to fail he would suit Don Brown Chevrolet and GM again , on the same call he offered to sign a waiver if we would just a partial repair and we again told him no we would not be responsible and due and repair that would risk his life or family members life.He indicated again he had no money and we sympathized with his situation he had mentioned he was going to find another shop that might just do a partial repair for him which would cost his less moneyWe told if he did and wanted to have vehicle towed just let us know and we will help him by paying the tow billBut that he is responsible for the rotor resurfacing which is $and we already paid half of the repair and now offered to pay for his tow as good will.Customer wants us to pay for his repair we did not cause this and we will not pay for the repair. I will send copies of repair orders to you in a separate email

Initial Business Response /* (1000, 8, 2015/06/08) */
The customer does have an extended warranty that she purchased hereTo get a refund is not a problemThere is a cancellation document she needs to come and signShe has refused to do thisIf she would like to write a letter and include
the cancellation date and the mileage, the warranty company would be happy to send the refund to her, because it was not part of the financing

on December 12th customer had vehicle in our service department because owner said vehicle would not crank to start we had to charge battery after charge battery tested fine , cranked fine next day with a cold start However low fuel light was on disabling remote start system we could not ad fuel
to vehicle because it had a locking gas capCustomer stated they would pick up vehicle and bring back if it failed again.on 2/10/approximately month later customer returned to service department vehicle was towed in with a no start conditionWe had to jump start vehicle to get it to crank but it would not start fuel gauge reading completely empty we added fuel had key this timeAfter we added fuel the vehicle started easily we tested the battery found it too only have CCa out of cca we recommended a battery replacement and customer declinedCustomer stated they would pick up on Saturday so we left vehicle on charger overnight.On 3/7/Customer had vehicle towed again no start condition we hooked up scan tool prior to starting vehicle to check for codes found page list of codes stored in the computer mostly pertaining to low voltageBattery charged for minutes and we retested in tested bad for the second time it requires a batteryWe have recommended battery to customer in all instances - advisor had technician install a new battery to test vehicle -- vehicle started up and tested for drain and none found all measurements within specifications. Did not charge customer for installation of new batteryCustomer only charged for battery and tax-advisor also gave customer discount on battery.Please see attached repair orders on all visits

Customer had vehicle towed to our service department she was given an estimate of $before tax again this was a rough estimate.Technician could not start vehicle to perform transmission diagnosis found the vehicle to have an electronic device which will not allow vehicle to start if payment
is not made.Customer had to call for access code after obtaining code vehicle still would not start found the battery to be dead from sitting for over months and would not take a charge advised customer she needed to purchase a battery before we could go any further with diagnosis she authorized this and vehicle would still not start Technician had to bypass the electronic device already hours into this repair which she was not charged for .Once he started it attempted to test drive found transmission failed and required replacement informed customer of failed transmission she then asked about transmission core lines and how much they would be She then approved the repair and placed a $down payment we accidently ran the card for $During transmission replacement the outer tie rod end was found to be seized and required cutting to be removed in order to remove and replace transmission she was not charged for that labor to cut it off she was charged for the partHad this not been removed we could not have worked on the transmission.This customer was given the following multiple discounts the labor rate was discounted to around $an hour our rate is $additionally we gave her a refund of $361.60 Had we charged for the rate and labor she would have been at $and that's with out tax So she got the battery for free and tie rod for free because of the discounts Which gave her new total with tax We went above and beyond to help her with her repair and gave multiple discounts .There is no additional refund due to this customer. Respectfully,*** ***

Please see attached repair orders emails attached as well with correspondence from Chevrolet, please also see face book post under a different name. To summarize our service department look at vehicle on 6/20/vehicle was brought in for check engine light concern we drove miles
with customers permission to see if we could duplicate the issue the customer was describing.We were unable to duplicate at this time. On 7/3/Customer brought vehicle back to our service Department with same concern we could not verify the concern so we contacted General Motors Technical Assistance line they suggested we perform Top Engine Clean as best possible cause .Additionally we drove vehicle miles , I drove vehicle myself hoping the vehicle would act up on me and not the customer Again we were not able to duplicate the concern we also swapped plugs and coils to try and Isolate the concern.We informed customer of all of this and told her to please let us know if vehicle acted up again and please don't hesitate to call.Customer contacted us and said vehicle was acting up again and she was taking to another dealershipUpon learning which dealership through TECH Assistance we contacted service manager to see what their findings were they had also learned of the previous issues through Tech Assistance and received guidance as did we Tech told them to replace an injector as best probable cause, same way they would have advised us had she brought vehicle hereOur Dealership and the Dealership she brought her vehicle too acted in accordance with GM guidelines as did weIt is our understanding they were never able to duplicate the concern and had to trouble shoot and do repairs as tech assistance directed them to do as well

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: On Saturday April 9, I left Don Brown lot after
closing with the sellers form, and the final purchase was for over $41k***
*** who is the salesperson said *** *** would only finance 75% of the
loan
Monday April 11, I went to Don Brown because I had to
sign over the title for the Chevy CruzeI tried to give the Trax backThe
Finance guy said I could not return the car everything has been final and the
car was mineI had asked him about getting copies of everything I had signed
on April 9, He informed me that I will receive copies of everything the
week before my sales tax is dueHe went on to say that I had to come back to
sign the title for the TraxI had asked him why I didn’t receive a folder with
registration and all usual documents that you would receive when you purchase a
carHe stated that customers only get a folder when they purchase a warranty
I told him I have GAP insurance which is a warranty and I didn’t get the
folderHe told me I don’t have GAP insuranceI walked out the finance guy’s
office and went to the front desk because I wanted to file a complaint Because discuss in great detail with ***
*** (salesperson) that I had wanted GAP insurance
I don’t remember the manager’s name, but I had told him I
was tricked and ripped offHe went to talk to the finance guyAt this time
*** *** came in the office and asked what was wrongI had told
*** *** I wasn’t sold GAP insurance*** *** said oh naw baby
girl, you need GAP insuranceI can’t believe that happenThe service manager
came back to his office and said the finance guy was informed that I didn’t
want GAPI had told the service manager that they can have the car back, he
told me no, yet he came back with another finance form for me to sign with GAP
insuranceHe kept assuring me that I couldn’t return the carI signed for GAP
insurance April
Tuesday April 12, *** *** (compliance manager) called me saying
she heard I had a complaintI had informed her I was lead to believe I had GAP
insurance and that I was ripped offI told *** *** that I was informed that
*** *** only financed 75% of the auto loan and I wanted to know who
financed the other 25%I summarized what had taken place Monday April concerning
the GAP insurance*** *** who wasn’t customer friendly, she began to become defensive
about what my many complaints wereShe said she would talk to all parties involved
and will call me the following day
Wednesday April 13, *** *** and *** *** called
She was told by the service manager my grandma said to add GAP to the
agreementI had mentioned the payout amount that was written on the financial statement
was taking off my credit report and wasn’t given by *** *** ** ***
*** was the person who told me*** *** said I would receive a check for
the financial institution if the amount was lowerI told *** *** that’s not
a benefit because the higher amount is factored into the loan*** *** called
me back to tell me that she discovered that the actual payout amount was more than
what was stated in the original loan agreement*** *** gave me the number so
I can call and hear the amount for myselfAt that time *** *** scheduled a meeting
for Thursday April 14, for 12:pm
It wasn’t until April in the meeting with *** ***,
*** *** and *** *** that I had agedly signed a forfeiture form to I
still don’t have any copies of the documents, that I have signed and it’s
approaching a weekIn regards to the conversation that was held Wednesday
April 14, 2016, *** ***e wasn’t willing to rework the financialsWhile he
was trying to explain the financials line items, he was looking at the seller form
for the amount over $44k which was back dated April 9, 2016. When I actually signed it April 11, He
told me that I would have to resign the agreement because the actual buy out
amount was moreI told him I wasn’t resigning anythingThen a question was
asked if I could look at a cheaper car on the lot and the financials get
recalculated*** ***e said I could look at another car but the cheapest
car on the lot is $22,He went on to say that even if I find another car I
would be obligated to the original terms of the prior agreementI gave *** ***e
the keys to the Trax and leftI was not satisfied with my deal, and I was
admit about canceling my contract because I truly believe I was tricked into
this entire crooked deal I only have a
copy of both seller forms which are both dated for April 9, even though the
amount over $44K was actually signed April 11, This is clearly a sign of falsified
documents, and Mr***e (General Manager) wanted me to sign a third seller statement
to increase my loan debtEnough is enough.
Sincerely,
*** ***

When Ms*** brought her car in for the repair last February, we did rebuild her transmissionNow she is having a different failure, that is completely separate and dealing with her final driveThe final drive was not an issue when she brought the car in last yearWe have explained to her what
the issue is and we explained that is something completely separate and that now that her car is out of warranty she will be responsible for the repairWe did take a look at the car for her for free

This was a decision by his insurance company which is all state they did not approve his repair on headlight his insurance company said it was not accident related. Don Brown Chevrolet has no control over what his insurance says.This complaint should be between all state and the customer

Initial Business Response /* (1000, 6, 2015/08/17) */
I have tried to contact this customer multiple times but they will not talk to me or return my phone calls. I cannot resolve the issue if they do not talk to me. They did come in and purchase a vehicle, there is absolutely nothing wrong with the...

vehicle. I do not know what is going on here because the consumer will not return a phone call. I am willing to listen to the consumer to find out the real issue.

Good afternoon I have checked with our finance director and Mr. [redacted]'s wife is not on the loan therefore we could not add her to the title application as a co-owner the only designation we could put would be TOD.Yes it would be up to the lien holder to approve adding his wife to the title his credit union sent the check to us in his name only.If they chose to add her that is between the credit union and their customer which is [redacted] .We title properly according to loan if they did add her it would not be Don Brown Chevrolet's responsibility to pay for there banking and title fee's.We will not be reimbursing for title or travel time perhaps there credit union might reimburse them .  Respectfully, [redacted]

I thought I had already sent an answer over, we spoke with customer we covered all the repairs at our cost he was satisfied he did come in and buy and extended warranty.He met with our finance manager [redacted] and was happy when he left.   thanks[redacted]

Dear Revdex.com,We have read the complaint and invited customer to come to the Dealership so that if there was any confusion in regards to purchase we could sit down together and address all there questions.On April 14, 2016 [redacted] and her mother and a family friend came in to the Don Brown...

Chevrolet and met with our General Manager [redacted], who at that time offered too and proceeded to go through all the paperwork and the numbers from point of purchase. He explained to all of them from the beginning of the sale all the rebates, the discounts and any rebates that applied including there trade allowance and pay off to existing lender for trade in vehicle. Ms. [redacted] was also offered , if she did not like the vehicle she choose and she wanted to pick another one today that would be fine, she could do that and we would re-work all the numbers for her. her friend stated what do you in a case of buyers remorse. We informed her there are no legal provisions that allow for buyers remorse. She declined the offer from Mr. [redacted] to chose a different vehicle stated she was leaving vehicle and was going to file Bankruptcy.Ms. [redacted] was offered all of the coverage's that we offer every customer in the Finance Department, it is up to the customer at that time to chose whether or not they want to purchase those coverage's and if the lender then will allow the cost of the items they chose to purchase to be included in there loan amount. Ms. [redacted] declined all of the coverage's, I am enclosing documentation showing her signature choosing not to purchase any extra coverage including Gap insurance. After the fact she changed her mind and wanted the gap insurance and wanted it included in her loan, this coverage is not free so it did raise her payment a few dollars she agreed to this.Additionally Ms. [redacted] spent almost 8 hours here picking out her vehicle on Saturday and came back on Monday to purchase and do paperwork.We do not want Ms. [redacted] upset or see her make a decision that will affect her credit in a negative manner. Please any further questions please let me know.Respectfully, [redacted]

Complaint: [redacted]
I am rejecting this response because:
I have included the letter sent to Don Brown Chevrolet. I did receive a call from the dealer shortly after sending the letter the first time. When I answered the call, the line was all static and the voice kept cutting in and out. I informed the caller about the bad reception. She said her phone was bad but wanted me to explain the problem even though I thought the letter explained everything. My first thought was that the phone call was just a formality on their part and not a real attempt to correct the problem considering she was calling from a phone she already knew was bad. When I finished explaining the problem to her, the only thing I could hear was static and no response from the person on the other end of the phone. I then ended the call. I do not recall any further calls or messages from the dealer. I will call dealer today in attempt to correct problem. Thanks for your assistance.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/08/17) */
This consumer came to pick up her vehicle 5 after 5. The shop closes at 4:30. She was told we would keep her vehicle overnight. We had her vehicle detailed and it had to be sent out to a shop. We had it painted for her and had it done 110%...

right. There is no way to get all of that work done in one day. We put her in a rental.