I have spoken to Mr [redacted] , and my staff The paint and fabric protection package that Mr [redacted] had purchased had already been applied, making him eligible for the years of protection When he decided after that point that he no longer wanted it, it was similar to deciding that he wanted to give back a haircut, or no longer wanted the meal that he had eaten, rather than returning a shirt or pair of shoes that did not fit, and had I been there at the time, I would not have agreed to a refund However, since he had asked for one, and had been promised a response, and had not received one, I have agreed to refund 80% of his purchase price ($556), in recognition of our untimely response When I told him that, he said that that would satisfy him.Very truly yours, [redacted]
Ms [redacted] , Thank you for letting me know about your concern I am sorry that you are not happy with our service, and I will investigate last year's repair to determnine the refund status and call you back.Very truly yours, [redacted]
To the Revdex.com: Our service records indicate the following visits, mileage at the time of the repair, and repairs done: 6-22-15, miles: a Check engine light, traction control light, and power door locks not working properlyCustomer had his vehicle diagnosed at another shop, which stated that the vehicle required a Body Control Module (“BCM”), which that shop bought from us, but which Mr [redacted] then brought to us for installationWhen the customer brought the vehicle from us, he declined our offer to double check the first diagnosis, so that we would guarantee the effectiveness and completeness of the repair, and he declined So we installed the BCM and programmed it as directed 9-28-15, miles: a Customer stated that speedometer would randomly sweep on its own, the reading for the trip odometer will randomly go through all the readings, the locks will randomly go up and downAt the time of the visit, we were unable to duplicate any concerns, nor was customer able to do so while the vehicle was with usNo charge to the customer 11-10-15, miles: a Customer stated that the car would not crank or startJust before the failure to start, the power windows were going up and downWe diagnosed the cause as a bad theft module, and recommended its replacementThat replacement included two new ignition keys, which are required so that they can be synchronized with the new module We did the repairs at the pre-repair estimated cost of $ 11-17-15, miles: a Customer stated have to push hard to activate remote startFound failure code for engine oil pressure switch, which triggers a check engine light, which disables the remote start feature for safety purposes Suggested that we install a new oil pressure switch, and after checking the remotes, recommended new remotes, due to their failure to operate, despite new batteriesCustomer declined repair 11-20-15, miles (mileage not updated in our system) customer returned and authorized: a Installed oil pressure sending unit; b Installed new key fob; c Remote start resumed operation; d Billed as agreed -- $ 08-03-16, miles: a Customer stated having key/fob issue; b Tested keyless entry operation, and it was inoperative; c Tested key fob transmitter, and it is working; d Further diagnosis needed to isolate cause; e Depending on the cause, repair may be covered by Parts warranty if one of the parts installed in prior repairs has failed, in which case the diagnostic charge would also be coveredf Customer declined Dealership Response Mr [redacted] owns an older car, with high miles, that has had a series of independent electronic issues that we have repaired, for the agreed-upon price, which he has authorized each time before the repairs His current problem may or may not be related to his earlier repairs, and until we diagnose it, we won’t know the cause I understand why he believes that they are related, and I don’t blame him for thinking so, because it is a reasonable assumption to make If he likes, I will offer the following good will adjustment: We will perform the diagnostic effort at no charge to him, and obviously, if it is related to a prior repair, we will not charge him for that either; and If the cause of the current concern is unrelated to the prior repairs, I will offer him a 50% discount on parts and labor, for whatever repair is required to fix the problem And I will note that he could have saved himself a lot of time by calling me directly Regards, [redacted] President Dave Sinclair Buick GMC
The total charges for Ms. [redacted] were $795, composed of: Diagnostic fee $155;Repair purge valve $217; andRepair throttle body $423. As we indicated, Ms. [redacted] can apply her diagnostic to either or both of the recommended repairs, which would result in additional fees for her of $61, or $268, respectively for the purge valve repair, or the throttle body repair, if she only did one. If she chose to do both, her fees would be 217 + 423 less 155, or $485 additional fees. That was the offer that [redacted] , our service manager made to Ms. [redacted] at the time. That reflects the discount that Sean offered. We are sorry if we did not explain that clearly to Ms. [redacted] , but there was no change to the prices before or after she chose one of the repairs That offer still stands, and will remain open to the end of the month of January 2017. If she wishes to have either or both repairs done, she should call [redacted] to schedule a time. Thank you.
Complaint: [redacted] I am rejecting this response because: the next shop didn't disagree about the rack and pinionIn fact, that was fixedI was told by Dave Sinclair shop that I needed front arm bushings that would cost $I didn't need thoseThe reading of the supposed balanced tires were wrongAttached are the documents from the other shop Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I knew I wasn't crazy so I called around to different shops in the city to see how much the purge valve replacement would be and it was around $frommdifferent shopsSo like I saod originally they doubled the price they quoted me for the repair, because I was asking for my $towards the repair that I paid for the diagnosisThey are very shady abd think they are dealing with a dummy Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/12/21) */ This email string perfectly captures the interaction, our responses and our ultimate conclusion to their concernsGiven their desire to accept the Good Will offer and file a complaint, I believe that we have done all we can do Can you attach this and file as our reponse, because I could not figure out how to do so within the confines of your character limits You may use my contact info below in the response [redacted] J [redacted] President [redacted] Buick GMC Truck [redacted] S [redacted] StLouis, MoXXXXX [redacted] office www.davesinclairbuickgmc.com
Mr [redacted] purchased his vehicle, which was covered by a limited lifetime powertrain warranty (“LLPW”), from us on June 17, 2016, for $9, At the time of the purchase, he also purchased an interior/exterior cosmetic appearance protection for $595, and added $1,in the finance office for etch theft deterrent, key replacement, and tire and wheel warranty, but declined the opportunity to purchase an additional mechanical repair coverageWe also have a $admin feeTotal purchase price including everything was $11,751, not $13,Shortly after the purchase, Mr [redacted] brought it to us with some concerns with the transmission and engine Due to the complimentary LLPW provided on Mr [redacted] ’s vehicle, we were able to provide him with a brand-new transmissionAt the time of diagnosing the transmission, we advised the engine motor mounts and brakes need to be replaced Mr [redacted] could not afford to do both so as a good will adjustment, we performed the motor mount repair and Mr [redacted] paid for the new brake padsAt the time of purchase, the odometer was 97, Just over three months later, the odometer is 105,miles and a problem occurred with the acceleration of the vehicle and the heater Based on the condition of the vehicle inside and out, and the evidence of extreme driving behavior, we advised Mr [redacted] that the problems may not be covered by the warranty, which was a power train warranty, and that if the repairs were not, he would be responsible for our $diagnostic charge to identify the cause of the vehicle’s problem At his request, we waived the diagnostic charge and provided Mr [redacted] with a free loaner vehicle while we worked on his carOnce again, as a good will adjustment, we repaired the heater concern without charge The acceleration concern required a $part and $in laborIt was not a powertrain item, so it would be Mr [redacted] responsibility, as we told him He refused to pay that so we have released the vehicle to himIn summary, Mr [redacted] purchased a vehicle with a limited lifetime power train warranty, as well as some other protections Those concerns which were covered by the warranty were repaired at no charge, as well as some other concerns clearly not covered by the warranty Based on the evidence of an extreme driving style being used by the driver(s) of the vehicle, we feel that we have been reasonable in our service to him, considering the use and mileage that he has incurred on the vehicle since its purchase We will not make any further Good Will Adjustments
I have spoken to Mr [redacted] , and my staff The paint and fabric protection package that Mr [redacted] had purchased had already been applied, making him eligible for the years of protection When he decided after that point that he no longer wanted it, it was similar to deciding that he wanted to give back a haircut, or no longer wanted the meal that he had eaten, rather than returning a shirt or pair of shoes that did not fit, and had I been there at the time, I would not have agreed to a refund However, since he had asked for one, and had been promised a response, and had not received one, I have agreed to refund 80% of his purchase price ($556), in recognition of our untimely response When I told him that, he said that that would satisfy him.Very truly yours, [redacted]
Ms [redacted] , Thank you for letting me know about your concern I am sorry that you are not happy with our service, and I will investigate last year's repair to determnine the refund status and call you back.Very truly yours, [redacted]
To the Revdex.com: Our service records indicate the following visits, mileage at the time of the repair, and repairs done: 6-22-15, miles: a Check engine light, traction control light, and power door locks not working properlyCustomer had his vehicle diagnosed at another shop, which stated that the vehicle required a Body Control Module (“BCM”), which that shop bought from us, but which Mr [redacted] then brought to us for installationWhen the customer brought the vehicle from us, he declined our offer to double check the first diagnosis, so that we would guarantee the effectiveness and completeness of the repair, and he declined So we installed the BCM and programmed it as directed 9-28-15, miles: a Customer stated that speedometer would randomly sweep on its own, the reading for the trip odometer will randomly go through all the readings, the locks will randomly go up and downAt the time of the visit, we were unable to duplicate any concerns, nor was customer able to do so while the vehicle was with usNo charge to the customer 11-10-15, miles: a Customer stated that the car would not crank or startJust before the failure to start, the power windows were going up and downWe diagnosed the cause as a bad theft module, and recommended its replacementThat replacement included two new ignition keys, which are required so that they can be synchronized with the new module We did the repairs at the pre-repair estimated cost of $ 11-17-15, miles: a Customer stated have to push hard to activate remote startFound failure code for engine oil pressure switch, which triggers a check engine light, which disables the remote start feature for safety purposes Suggested that we install a new oil pressure switch, and after checking the remotes, recommended new remotes, due to their failure to operate, despite new batteriesCustomer declined repair 11-20-15, miles (mileage not updated in our system) customer returned and authorized: a Installed oil pressure sending unit; b Installed new key fob; c Remote start resumed operation; d Billed as agreed -- $ 08-03-16, miles: a Customer stated having key/fob issue; b Tested keyless entry operation, and it was inoperative; c Tested key fob transmitter, and it is working; d Further diagnosis needed to isolate cause; e Depending on the cause, repair may be covered by Parts warranty if one of the parts installed in prior repairs has failed, in which case the diagnostic charge would also be coveredf Customer declined Dealership Response Mr [redacted] owns an older car, with high miles, that has had a series of independent electronic issues that we have repaired, for the agreed-upon price, which he has authorized each time before the repairs His current problem may or may not be related to his earlier repairs, and until we diagnose it, we won’t know the cause I understand why he believes that they are related, and I don’t blame him for thinking so, because it is a reasonable assumption to make If he likes, I will offer the following good will adjustment: We will perform the diagnostic effort at no charge to him, and obviously, if it is related to a prior repair, we will not charge him for that either; and If the cause of the current concern is unrelated to the prior repairs, I will offer him a 50% discount on parts and labor, for whatever repair is required to fix the problem And I will note that he could have saved himself a lot of time by calling me directly Regards, [redacted] President Dave Sinclair Buick GMC
The total charges for Ms. [redacted] were $795, composed of: Diagnostic fee $155;Repair purge valve $217; andRepair throttle body $423. As we indicated, Ms. [redacted] can apply her diagnostic to either or both of the recommended repairs, which would result in additional fees for her of $61, or $268, respectively for the purge valve repair, or the throttle body repair, if she only did one. If she chose to do both, her fees would be 217 + 423 less 155, or $485 additional fees. That was the offer that [redacted] , our service manager made to Ms. [redacted] at the time. That reflects the discount that Sean offered. We are sorry if we did not explain that clearly to Ms. [redacted] , but there was no change to the prices before or after she chose one of the repairs That offer still stands, and will remain open to the end of the month of January 2017. If she wishes to have either or both repairs done, she should call [redacted] to schedule a time. Thank you.
Complaint: [redacted] I am rejecting this response because: the next shop didn't disagree about the rack and pinionIn fact, that was fixedI was told by Dave Sinclair shop that I needed front arm bushings that would cost $I didn't need thoseThe reading of the supposed balanced tires were wrongAttached are the documents from the other shop Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I knew I wasn't crazy so I called around to different shops in the city to see how much the purge valve replacement would be and it was around $frommdifferent shopsSo like I saod originally they doubled the price they quoted me for the repair, because I was asking for my $towards the repair that I paid for the diagnosisThey are very shady abd think they are dealing with a dummy Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/12/21) */ This email string perfectly captures the interaction, our responses and our ultimate conclusion to their concernsGiven their desire to accept the Good Will offer and file a complaint, I believe that we have done all we can do Can you attach this and file as our reponse, because I could not figure out how to do so within the confines of your character limits You may use my contact info below in the response [redacted] J [redacted] President [redacted] Buick GMC Truck [redacted] S [redacted] StLouis, MoXXXXX [redacted] office www.davesinclairbuickgmc.com
Mr [redacted] purchased his vehicle, which was covered by a limited lifetime powertrain warranty (“LLPW”), from us on June 17, 2016, for $9, At the time of the purchase, he also purchased an interior/exterior cosmetic appearance protection for $595, and added $1,in the finance office for etch theft deterrent, key replacement, and tire and wheel warranty, but declined the opportunity to purchase an additional mechanical repair coverageWe also have a $admin feeTotal purchase price including everything was $11,751, not $13,Shortly after the purchase, Mr [redacted] brought it to us with some concerns with the transmission and engine Due to the complimentary LLPW provided on Mr [redacted] ’s vehicle, we were able to provide him with a brand-new transmissionAt the time of diagnosing the transmission, we advised the engine motor mounts and brakes need to be replaced Mr [redacted] could not afford to do both so as a good will adjustment, we performed the motor mount repair and Mr [redacted] paid for the new brake padsAt the time of purchase, the odometer was 97, Just over three months later, the odometer is 105,miles and a problem occurred with the acceleration of the vehicle and the heater Based on the condition of the vehicle inside and out, and the evidence of extreme driving behavior, we advised Mr [redacted] that the problems may not be covered by the warranty, which was a power train warranty, and that if the repairs were not, he would be responsible for our $diagnostic charge to identify the cause of the vehicle’s problem At his request, we waived the diagnostic charge and provided Mr [redacted] with a free loaner vehicle while we worked on his carOnce again, as a good will adjustment, we repaired the heater concern without charge The acceleration concern required a $part and $in laborIt was not a powertrain item, so it would be Mr [redacted] responsibility, as we told him He refused to pay that so we have released the vehicle to himIn summary, Mr [redacted] purchased a vehicle with a limited lifetime power train warranty, as well as some other protections Those concerns which were covered by the warranty were repaired at no charge, as well as some other concerns clearly not covered by the warranty Based on the evidence of an extreme driving style being used by the driver(s) of the vehicle, we feel that we have been reasonable in our service to him, considering the use and mileage that he has incurred on the vehicle since its purchase We will not make any further Good Will Adjustments
A copy is being mailed today of the sales contract I hope it will be sufficient I am at the public library and my computer skills are not that good/