McCurdy Chevrolet Pontiac Buick GMC Reviews (%countItem)
McCurdy Chevrolet Pontiac Buick GMC Rating
Address: 174 Trenton-Frankford Road, Trenton, Ontario, Canada, K8V 5R6
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Major purchase Cancelled less than 24 hrs later. They are charging me 25% restocking fee. Part manager had the day off so it couldn't be cancelled.
My white 2011 *** was overheating and the engine block ended up being crack ( ***), so I called MCCURDY CHEV the dealer to see if they can look at my car. They say ya, bring it down, they are about 3 km from my residence. Drop the car off, and get a call an hour later indicating it's the thermostat, it will cost $491 all in, so I guess they replaced the thermostat and that didn't solve he problem and noticed it looks like I have a cracked engine. I get a call that the thermostat isn't the issue, I actually have an cracked engine. So I'm given two options new or used, I choose new on October 4th at 3:45 PM, 7 hrs and 45 minutes after my car was initially dropped off, I'm back at the dealers and sign a none completed order form, yellow with no info on it and no copy provided to me although I asked. But before I leave *** ( aka dealers service rep) tells me 5 to 7 business days and because of thanksgiving, the total days for arrival will be longer and she offer me a loaner car free of charge. On October 5th at 1:32PM I call the dealer and indicate I would like to cancel the order. *** tells me the parts manager is gone for the long weekend and they don't know if they can cancel the engine but will call me back. No more calls that afternoon despite it being only 1:30PM. October 6th *** calls at 08:00 AM and leaves a message, I return her call at 11:02 AM, *** then proceeds to tell me the new engine arrived! I said the one that wasn't going go to be here for at least 5 business days, that engine? Yes, *** replies and then she advises me I need to pay a 25% restocking fee and they won't allow me to tow my car until I pay the restocking charge in full. Verbal quote I received was 7k as I never received a written estimate for the new engine, and know they want $1,750.00!!! to restock an engine that wasn't suppose to even be arriving for minimum 5 days, I can understand if I cancelled days after, I cancelled in less than 24 hrs, the fact that their parts managers wasn't there to cancel the order is not my issue. So I have to pay 25% restocking charge because they didn't have a parts manager on duty at a dealership? Why is their staffing issues, costing me? Now they won't release my vehicle until I pay this ***. This is not good business relations or dealings. They also won't let me look at my vehicle or the new engine until next tuesday? ***.
Initial Business Response /(1000, 8, 2017/10/28) */
*** arrived at our service department on october 4th with an overheating problem. Diagnosis indicated the theromstat and because of the overheating we recommended a coolant flush. Total estimate presented verbally was $491, which was approved by ***. Upon completion and roadtest the car was still overheating and further evaluation led to probable cracked block due to extreme overheating. *** was called to attend our location and the physical estimate with options to replace the engine with new or used was reviewed with him. He was advised that the engine could take up to 5 days to arrive and we offered him a rental car, at our expense since he indicated he wished to proceed with the repair and he wanted to drive to *** airport to fly to the east coast for thanksgiving. Once the repair was duly authorized, the engine was ordered. *** advised us that he was pursuing a possible case of negligence against *** but advised it would not deter having the repair done. Per his request we permitted a representative of that company to inspect the *** that day.On the afternoon of october 5th, *** called to cancel the repair. After checking with our parts department, our service advisor responded to *** that the engine had already been shipped and that we couldn't cancel the order. *** argued that we could but that didn't change the fact that it was already shipped. Our parts personnel did make a call to our supplier but as the engine was shipped it was a mute point. The engine arrived 7 am October 6th and at 8 am *** advised *** by voice message that the engine had arrived. When *** called back at 11:02 he was certainly advised that there was a restocking fee for the engine to be sent back. He ordered the engine on his written authorization and we would have no expectation of reselling that specific engine to someone else in any forseeable future if ever. Since everything was done on his express and written approval and in good faith, we have no expectation of taking a monetary loss simply because he changed his mind. Regarding the mention of the parts manager, *** simply wished to verify whether the restocking fee could be avoided somehow from the manager upon her return to work on October 10th. That conversation had no bearing on the engine not being able to be stopped.
On or about October 10th or 11th, upon his return to the service department, I discussed the matter with *** and reviewed the final charges with him. I advised him that the restocking charge was only 20% , and the additional charges were for the repairs and diagnosis he had authorized. *** asked if I would hold the engine for a few days since he was most likely still going to do the repair once he finished with ***. I advised him that if he chose to purchase the engine within a short time I would reimburse the restocking fee against the purchase and if he proceeded with the repair I would reduce the total parts and labour cost by a further $685 in order to assist him in his unfortunate circumstance. He claimed to be more than satisfied with that offer, we shook hands and he proceeded to the cash office and paid his final bill. *** did not contact us further regarding my offer. I have retained the engine as of this date to give him time to accept our offer but will be sending it back and paying the restocking fee on November 13th. I feel for *** dilemna but stand by the fact that our dealings were honourable and appropriate in their entirety, and legally executed within all standards required of us. We offer no further compensation other than the offer already presented which will expire on November 10th, 2017 at 4 pm eastern standard time.