Londoff Johnny Chevrolet Inc

Thank you for your assistance with this matter. We are reaching out to the customer to assist her. To clarify, Ms*** purchased the vehicle with 123,miles. Yesterday, when she brought it into our service department her mileage was 134,723. That is 11,miles
driven in months and days not 2,miles as she stated. Also the repairs the vehicle requires are general maintenance and would not be covered by any warranty. We will be contacting the customer to hopefully trade her into a different vehicle or offer her some kind of discount on the repairs. Thank you again

Initial Business Response /* (1000, 5, 2016/01/15) */
Mr*** brought his Chevy Tahoe in because it was making a loud, rolling noise when he droveWe diagnosed the problem as bearing noise in the rear axleWe replaced the bearings and seals in the rear axleWe removed the rear
differential to make the repair but we did not disassemble it or do any repairs on itWe visually inspected the assembly and saw nothing wrongWhen he picked up his car he noticed a new noise when he turned the vehicleThis cornering noise is completely unrelated to the bearingsThis noise is coming from the spider gears in the rear differential itselfWe explained this to Mr***There is no way we could have caused this noise from our original repair since the rear differential was never disassembledOur thought is the noise was there but was overshadowed by the loud rolling noise of the bearingsWe have offered to find him a used differential and give him a 10% discountThe cost of this repair would be $2,to $2,We have had a number of our mechanics look at the vehicle and they all agree that this issue is not an emergencyHe could certainly drive the Tahoe with the slight noise that is only present when he turnsWe hope this clarifies this situationThank you

We have cancelled the added warranties and a refund with sent to her lender We are also bringing her vehicle in to have a diagnostic performed on it We will work with this customer to make a resolution Thank you for your assistance

Attached is a Buyers Order that was signed by *** *** It clearly indicates it is for a TraxAlso attached is a signed Credit App that clearly gave us the right to submit her information to various lenders for loan approval The terms of the agreement is for days Her excessive negative equity impacted her ability to get loan approval Our goal was to get a loan with the best terms possible so we could lower her monthly payments, which she had said was the reason for purchasing a new vehicle Thank you

Initial Business Response /* (1000, 6, 2015/07/08) */
The first time he brought the vehicle to us it had a service bulliten on itWe fixed the issue according to this bullitenHe returned with the same problem and we made a recommendation on what we feel would fix the issue and he agreed to let
us do thisHowever, we could not duplicate the problemTwo days later he returns with the same issue and again we could not duplicate the issueWe only charged him a check out fee and did not do any repairsHe brought it back for a 4th time and this time we feel we have resolved his issueHe picked up the car the week June 29, and so far has not returnedWe charged him $which was 1/price for the part and did not charge him any labor

*** *** brought her vehicle into our dealership in February of There was a large oil leak Our technician determined the leak was from the oil pan We replaced multiple gaskets We did not replace the rear main seal because it would have cost an additional $1,
The technician test drove the vehicle and saw no further leaks It is not unusual for a vehicle of this age and with this many miles to have multiple leaks Our goal is to find the least expensive repair options possible When *** *** brought it back with more leaks, it was determined that the new leak was coming from the rear main seal This is a very labor intensive repair, requiring plus hours of a technicians time We initially offered her a 10% discount, but would now like to offer her a 50% discount as a good will measure We would also like to work with her to trade out of this vehicle into something more reliable

Thank you for your recent correspondence regarding *** *** I have attached Revdex.com *** 1, which is the repair order As is stated on the repair order, we could not perform the alignment on her vehicle due to bent suspension parts The repair order also lists all of the damage
on the vehicle that needs to be repaired All of this was identified by our technician during the diagnostic In Revdex.com *** 2, you will find a copy of the original repair ordered, which Ms*** signed, authorizing us to work on her vehicle Also included in attachment Revdex.com *** is the paid receipt for $ Contrary to what was stated by Ms***, we graciously offered to cut her bill in half as a good will gesture A copy of the text messages from our service adviser is also includedIt clearly spells out our offer of splitting the bill with Ms*** Certainly, this offer was not required but since her vehicle is such disrepair, we wanted to help her out in some way.Ms*** arrived to pick up her vehicle and became very agitated with our staff She began cursing and name calling We agreed to only charge her $but she refused to pay anything Our General Sales Manager, *** ***, stepped in to try to diffuse the situation He eventually gave her $out of his pocket if she would leave our business She paid $and continued with her foul language and name calling She received a diagnostic analysis of her vehicle and only paid $for $worth of work If you require additional information from us, please let us know Thank you.*** ***Johnny Londoff ChevroletMarketing Manager

Ms*** drove our vehicle for almost a month and put miles on the vehicle The State of Missouri requires all drivers carry Auto InsuranceBy law, Ms*** is required to insure any vehicle she drives It is the responsibility of the driver to purchase and maintain Auto Insurance As a automobile dealership, we do not purchase Auto Insurance for our customers.We have told Ms***, that we are more than happy to sell her a vehicle when she has successfully had her bankruptcy discharged Thank you

Initial Business Response /* (1000, 11, 2015/10/08) */
From the very beginning, our sales team advised the customer against purchasing this vehicleIt was being sold "as is - no warranty"She insisted on purchasing it anywayWe sold it at a significant loss and it was clearly marked "as is -
no warranty"Due to her credit situation, it also took extra time and effort to secure adequate financingWhen the customer began having problems with the vehicle, we agreed in good faith to assist, although once again the vehicle was purchased "as is - no warranty"We made initial repairs in our service department at a cost to us of $In September, we had the vehicle serviced again at the Hyundai dealership at our expense of $At this point, we believe we have gone above and beyond to assist this customerIf you require specific documentation, we will be more than happy to provideThank you
Initial Consumer Rebuttal /* (2000, 13, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In response to the company's response to my complaint, I would like to say that I was told upon first seeing and asking about the vehicle in the internet that it was a mistake and was never meant to be listed for sale, then was told it would be ready within a week, then was told it was not for sale any longer, then was told that whoever posted it online jumped the gun, then was told to come and test drive it because it was available for saleAfter test driving, certain repairs were requested prior to signing any paperwork to which I received the assurance of the repairsAnyway, after posting the complaint I contacted the owner of the company and requested assistance from Mr*** ***, *** who took it upon himself to ensure that all repairs were verified and done through his customer service/satisfaction departmentI would like to specify that it was the used car department and management team that caused the numerous problems, in addition to the fact that if the repairs were assured they should have been completed in a timely manner, not a month later after the owner is contacted for assistanceI sincerely appreciate Mr*** taking the time out of his schedule to have the vehicle fixed a short time after he was emailed regarding the situation, an appointment was made, and repairs were completed within a week of his being made aware of the situationAs I have purchased a car from this dealership previously without all the hassle, I can honestly say it's been new and unwelcome learning experience through the used vehicle departmentAs financing was secured within a week for a car, I am unsure what that has to do with "assured repairs" not being completed until the owner of the company was involved, however as stated before, I am glad to know that *** *** and his customer service team took the time to investigate the matter and have the issues taken care of

I never got any paperwork stating that I only got a Maximum of four service events. They were advertising in 2016 free oil changes for 24,000 miles. It said nothing about just 4 oil changes.

Thank you for your recent communication regarding our customer, [redacted].  Our service manager explained everything to Mr. [redacted] when he came to the dealership.  I have attached a copy of the GM 2015 Owner Benefit Program.  On page one it references the 2 years/24,000 miles of...

Included Scheduled Maintenance.  In the notes on the third page it clearly states that there is a Maximum of four service events allowed in that time frame.  I have also attached the past five repair orders for Mr. [redacted].  As you can see, Mr. [redacted] received four free oil changes and tire rotations before he was charged for the fifth event.  Please let me know if you need more information.  Thank you again.

Ms [redacted] came in with the vehicle and said she had a rattling noise and an issue with a tire monitor. We addressed both issues at no charge to her and she left with no problems. She came back because the engine light was on and running poorly. We told her bumper to bumper 3 year 36,000 mile...

warranty had expired because of the miles on the vehicle, but since she bought a certified used car through our company, she has a certified warranty and her power train is in full effect. We explained what was going on and said the issue could possibly be covered by one of her warranties. We decided it would be best to provide her with transportation because the diagnosis would take a while. We asked for a driver’s license and it had been expired therefore we could not provide the transportation. We offered a shuttle ride home. She then started insinuating we purposely damaged her vehicle when we were working on her title. She was very disruptive during this second visit. We looked at the vehicle that evening till closing time and started again the next morning. She came in that morning and she became loud and disruptive again. She walked back in the shop, she yelled at our men to close my hood, don’t touch her car and she was taking it home. I explained to her we would have an answer for her in just a few minutes. She started becoming belligerent. We had to unhook all of our equipment from the car and then she could be on her way. She called the police on us. The police came and tried to call her time. We told the police we were just removing our equipment and then she can have her vehicle. We had a technician write up documentation of what we did on the vehicle. We advised her not to drive the vehicle in the state it was. She did get it towed. We did provide her the documentation. We logged in our system would no longer service her vehicle because of her disruption to our company. She called a few hours later telling us we would work on her vehicle because it was covered under her warranty. I spoke to her and told her we cannot work on her vehicle any longer because of the disruption. I told her that her warranty is valid at any dealership in the country and they will honor it.

Complaint: [redacted]
I am rejecting this response because: I bought my truck in but it was  running worse than before .  it did run but would cut off. the ECM I had they gave back to me because they said it had flaws.They said they would get me one and order it - I was expecting a new one but this one was refurbished but it had flaws and ran worse.I got one from the commercial transmission place after I got my truck back because it was not programmed right.,[redacted] in St Louis /  took my original ECM  from 1996 and programmed one because they had it so messed up he couldn't do the transmission rebuilt because it was a mess.  I assumed Johnny Londoff was ordering me a new one.  Anyway, comm transmission company was able to program it and my truck is running perfect now. Johnny Londoff never once told me it was not returnable nor did he mention GM policy is not to refund on any electrical parts.  I understand English very well and I can hear good and not once did I hear that this part was not returnable nor did I see it written = but if that is what they want after I paid $2959.xx - and they can't refund me $200 for the faulty part - then I would never refer them to Johnny Londoff and will file a complaint to GM Complaint Dept. But my truck is running better than ever now due to Comm Transmission - which informed me it was a faulty ECM and the transmission couldn't be repaired if the ECM was not working.    they did install a ECM but not new as explained
Sincerely,
[redacted]

Thank you for bringing this issue to our attention.  Unfortunately, we are unable to "hold" a vehicle for a customer without a deposit.  As for the incentives offered, these come to us from General Motors.  Some of our incentives are limited in number and once they are gone, they are...

gone.  Today ends the month.  Tomorrow when new incentives are announced, we will review our inventory for available options and reach out to the customer with a new option.  We are still interested in assisting the customer but we want to offer him the best option.  Thank you again for your assistance,

Initial Business Response /* (1000, 5, 2015/12/10) */
[redacted] came in to have recall performed on her front seats. When she was leaving the dealership she expressed concerns that we had damaged her driver's seat cover. Our service manager, [redacted], inspected the damage and determined...

that it was a pre-existing issue based on the age of the damage. The pad under the seat cover was torn and rolled over and there was a hole in the left front corner area. There was also another area that was damaged on the left side that the customer admitted was already there. As a goodwill gesture, Mr. [redacted] partially removed the front part of the cover and put the damaged seat cushion area back in place. He also offered to have an interior repair technician come in - at our expense - and make a repair to the cover. Ms. [redacted] agreed. Upon further inspection, our interior technician determined that the repair could not be made because the temperature on the repair process would cause additional damage to the adjoining seat cover panel. He also commented that we did not cause the issue with the seat cover. He commonly sees this type of damage on vehicles with that style front seat. The seat cover tends to rub on the hard plastic side cover that houses the power seat switches when the driver enters and exits the vehicle. The hole is from use over time. Mr. [redacted] explained that we would not replace the seat panel at our expense. Ms. [redacted] threatened to contact Channel 2 news so the conversation ended. We have been more than helpful to Ms. [redacted] but she must understand that the damage in question is from normal wear and tear over time. Thank you for you assistance.

Complaint: [redacted]
I am rejecting this response because:I signed the paperwork because I already lost one car didn't want to lose two. I believe the price should be adjusted to what drew me to their company from another. I have also contacted attorney general at this point.  They are using their website to get people there then use ,"website error." The company was very aware of my disappointment and when I tried to reach higher power I was denied.  I was even transferred to "[redacted]" whom was supposedly the CFO but I come to find out he is just the sales manager. 
Sincerely,
[redacted]

Mr. [redacted], the service manager, has contacted [redacted] and has authorized them to bill us for the wiring harness that could have been caused by our shop. However, that is all he is willing to accept responsibility for. Any other repairs needed to be made will be on Mr. [redacted]. Mr. [redacted] has...

also told this to the customer.

Complaint: [redacted]
I am rejecting this response because:   That is a lie, I called [redacted] 4/5 and they show no records of any check or messages that a check was posted so I CALLED [redacted] the warranty company and they said as of today 4/5 my warranty is still active and has not been canceled.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was not told I needed additional documentation for the vehicle during the time of purchase. I was not advised that if my discharge paper work from my bankruptcy was not reicieved Johnny Londoff dealership would pick the car up from my place of residency before leaving the dealership . If I was advised of these conditions I would not have drove the car off the dealerships lot. This entire situation was in no way my fault . I am requesting reimbursement for the purchase of insurance. This dealership misleads their customers to get a car sale. Johnny Londoff dealership  is at fault please accept full responsibility for this situation at hand. I am not satisfied with their response.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was under the impression that they were going to run it for the Equinox. I then signed it. Then the salesman said no it's for a Trax which I told him from the beginning I did not want. The salesman knew how upside down I was on my loan as I had told him. After signing and learning it was for a Trax I specifically told him not to run anything because I did not want that vehicle. I then left. My credit was ran after I had left. The salesman then called me awhile later and asked if I wanted to be put in a Camaro. I told him from the beginning if he could not do an Equinox then we shouldn't move any farther. The salesman said we haven't ran anything so you don't know what your payment will be I didn't care because that wasn't what vehicle I wanted. 
Sincerely,
[redacted]