ComplaintsforBob Brown Chevrolet

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****,Heres what youve told us so far. I also want all this to be documented.1) I questioned the almost $7200 27 points inspection cost. Your response was you used a generic code to by the system to send the invoice2) The next price you gave was $6600 after the past 3 weeks youve said $5800 in which you said you will work the numbers down. 3) I spoke with you and advised the documentation you sent was approved and sent back for $4199.14 thats when you stated saying you dont know how that happened, how I got it, it was a computer glitch and some more excuses. You left a voice message which is attached that the service manager will be contacting me today, but after me reaching out to you I was advised he was off until tomorrow. 4) I responded to your email refusing to pay anything other than what I approved $4199.14 then you said I have to contact the General Manager to fix a mistake/issue that the dealership (you) caused.

  

  Business response

  04/29/2024

  *************************:

  Case # ********  

  In response to complaint filed with your agency by ************** on behalf of *******************, initially the customer seeking to get damage covered by ******************* or at least that was my understanding).  First of all my apology that this was not responded to in a quicker time frame, I thought it had been...  As far as addressing the various price quotes  that are being mentioned, I can't 100% explain except that we do use a video tool and if used correctly it identifies with video the items that need attention, and then from there the advisors are to work with a parts catalog, and put together a quote. In this case **** was struggling with the tool when he put the initial quote together, it appeared to me the variance from the final price quote of $4200.00 and the $5800.00 was the failure to get some parts charged out. The whole purpose of using this tool is to create transparency and trust with the customer. The ****** learned, is making sure our people know how to use the tool. Long story short, I know that when ***** returned from a three day illness, he and ******* did speak, and between making some discounts to both the labor and parts we were able to get to an agreeable number with **************.    We are very sorry for the frustration caused, and hope they will return for future business

  Sincerely

  *********************

  Dealer Principal

  ************

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