Freeway Chevrolet

Freeway Chevrolet responded

Thank you for choosing Freeway and for all the kind words. We appreciate your business and I am looking forward to helping you folks for many years to come. Thank you very much, Michael Cook

Freeway Chevrolet responded

Hello Mr. Long, Thank you for bringing your concerns to my attention. I understand that Rick, a new advisor, did not fully communicate the charges and for that we apologize. I have left a message for you and will do everything it takes to make you completely satisfied. We’d like to take care of the discrepancies today and refund you any difference owed. I look forward to hearing from you soon. Thank you, Derek Haddad Service Director Freeway Chevrolet. DerekHaddad@freewaychevrolet.com

Freeway Chevrolet responded

Mr. Montano brought his vehicle in on 08/27/2013 stating that his sunroof shade was binding when opening. Upon inspection the technician found that the guide on the shade was warped and rubbing against the headliner. Mr. Montano was advised of the cost to replace the shade and he was unhappy that it was not covered under his GMPP service contract. Mr. Montano stated that he felt the sunroof shade was a defect and should be covered by GM no matter what. Upon submitting a goodwill/policy request to GM to have the sun visor replaced it was approved with a $100.00 deductable. Mr. Montano was unhappy with that answer and felt that it should be covered without any expense to him. Upon speaking to Roger Young Mr. Montano agreed to have the shade replaced and pay the $100.00 deductable. The vehicle was repaired and picked up on 08/30/2013. Mr. Montano’s wife brought the vehicle back in on 09/05/13 with the concern that the sunroof shade was binding and had a small hand print stain around the handle. We ordered a new sunroof shade and advised Mr. Montano’s wife that we would contact her when the shade arrived. During the time the new sunshade was ordered we had a very large rainstorm and Mr. Montano’s wife brought the vehicle back in stating the seat, carpet, and headliner were all wet due to a water leak. Mr. Montano’s wife was very concerned about standing water that was on the carpet prior to her arrival and that the carpet and seat were currently damp from the leak. Upon inspection it appeared that the sunroof drains were clogged with dirt/debris (see below) and not allowing the runoff water to properly drain. This condition can occur from debris gathering in drain over time and was not caused by the sunroof shade replacement. In the effort of customer satisfaction we agreed to replace Mr. Montano’s headliner, sunroof shade, and inspect all electrical components that could have been harmed by the water leak. Mr. Montano arrived the following day very upset that his vehicle was simply parked with the windows up waiting for the special order headliner to arrive. He expressed that the interior should have been disassembled and the carpet allowed to fully dry while the parts were on order. I apologized to Mr. Montano that the interior wasn’t taken apart yet however also explained that the extent of the leak wasn’t as significant as it appeared and the interior was about 95% dry at that time. I told Mr. Montano that I would have the headliner, the two front seats, and the front side of the carpet removed and inspected for damage/corrosion by the end of that day. Upon inspection I found the carpet to be 100% dry, the seat cushions to be 100% dry, no corrosion on any panel, and no moisture on any wiring harness (see photos). While we were waiting for the headliner to arrive Mr. Montano’s wife contacted her insurance company to inspect the vehicle for water damage. The adjuster arrived and performed a visual inspection. The adjuster did not provide us with a written inspection however verbalized that no damage was found. Mr. Montano and his wife picked up their vehicle on 09/18/2013. Prior to picking It up they thoroughly inspected the workmanship, verified the seat heaters were working and noted that the right front door sill entry plate did not fit correctly. Upon inspection it appeared that the sill plate tension clip was not fastening the plate down and needed to be replaced. I informed Mr. Montano and his wife that I would order that clip and call them when it arrived. They also noted that carpet around the left rear seat belt floor anchor was retracted too far back and wasn’t matching the right side. I inspected the carpet and asked them to allow me to retrieve a new Equinox to compare it to. Upon bringing a new like vehicle up to compare it was obvious that the carpet cut out was correct and designed to allow the floor anchor to move when the seat belt was engaged. We made Mr. Montano and his wife whole by repairing their sunroof shade, replacing the stained headliner, inspecting all components that were exposed to water, detailing the vehicle upon completion, replacing the damaged rear wiper arm (not damaged by Freeway Chevrolet), and offering to refund the $100.00 deductable that they paid. Mr. Montano’s vehicle is repaired and currently operating as designed. Nothing further is owed to him at this time. Mr. Montano states that he paid us and we did not fix his vehicle. As all can see, We reimbursed him the $100.00 deductable that he should have paid and then spent over $1000.00 to make him happy. So, in all actuality, he has paid us nothing and still complains. Derek Haddad Service Director Freeway Chevrolet.

jmontano2006 responded

Mr. Haddad is forgetting that I arrived 4 days later not the following and to find my vehicle just sitting there. I asked the technician to lift up the carpet on the drivers side and found that after 4 days the carpet was still damp? I am still waiting to here about the clips even though I was told that Monday they would be here and here we are on Wednesday still no call and no reimbursed deductible.

Freeway Chevrolet responded

Hello Steve, My name is Michael Cook and I am the General Manager here at Freeway Chevrolet. The people involved in your deal work for me and your dissatisfaction is ultimately my fault. There was obviously some miscommunication. You mentioned that you came in to see Jay Zomlefer three times, but the gentleman who worked on your deal was Mark Orio. Our finance dept is set up so that any of the finance managers can answer questions and get paperwork signed on any deal. Jay Zomlefer is the man in charge of the dept. All of my people work scheduled shifts and they have time off. I apologize if Jay was not available when you came in, and I apologize that Jim did not make it clear that you could have utilized any of the finance managers. If the store is open for business, there is always a finance manager on duty. The gas thing is something we recently changed because I agree with you that every car purchased should come with a full tank of gas. I know Jim has been trying to reach you to have you come in for a gas fill-up. Once again, I am sorry that things did not go as smoothly as they should have and we are working on improving on a daily basis. Thank you, Michael Cook

Freeway Chevrolet responded

Hello, My name is Michael Cook, and I am the General Manager here at Freeway Chevrolet. Ultimately, I am responsible for this situation as I am in charge and I accept the blame. I apologize for the situation and I will handle all the people involved. Unfortunately, I have not been able to pinpoint the situtaion for the following reasons: 1) I only have one female salesperson and she has not been on vacation all year. 2) She stated to me that she has never sent a referral to Jim 3)We have no record of this experience or transaction. 4) Jim works in internet by appointment only and most of his customers know the price before they arrive, so this is an unusual occurence. I would appreciate it if you contact me directly I can figure out the facts to train my people properly and to make things right with you as well, You can reach me at 480-753-1234 or email me at mikecook@freewaychevrolet.com Thank you, Michael Cook