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  • Report: #948826

Complaint Review: Lupient Chevrolet of Bloomington

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  • Submitted: Sun, September 30, 2012
  • Updated: Sat, October 20, 2012

  • Reported By: David Carlson — Bloomington Minnesota United States of America
Lupient Chevrolet of Bloomington
1601 Southtown Drive Bloomington, Minnesota United States of America

Lupient Chevrolet of Bloomington Harold Chevrolet Chevy Dealership Bloomington, Minnesota

*Author of original report: Chevrolet Customer Assistance Center

*Author of original report: Response & Answer

*Author of original report: In Closing

*Author of original report: Customer Service

*Consumer Comment: due diligence

*Author of original report: Passing On Update

*Author of original report: Status Update

*REBUTTAL Individual responds: not just a Wife but also a customer

*Author of original report: Adjustments

*Consumer Comment: Not a rip-off

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On 2-6-2012 I purchased a 2012 Chevy Equinox LT w/the total cost of $29,426.25 from Sales Chad paying via Cash Paid in Full with the accessories/add ons that was also purchased.

On 9-26-2012 I traded the Equinox for a credit of $22k from the dealership, applied it to a 2012 Chevy Cruz LT1 for a total of over $21k w/a trade difference of minus $366.75, License Plate $235, Title & Transfer Fees $36, Transit Tax $20 & Document Administration Fee $75.00 Totaling $291 from Sales Pat. In other words to them considered a even trade up. Numbers are rounded up/down. The package included Fog lights, Sunroof, Premium Sound, Power seat adjustable driver, Remote start, rear parking assist door sill plates and all weather mats.

On 9-28-2012 I returned to dealership to speak with the General Manager Pam to express how I got ripped off. Under no circumstances would she refund cash back, only to agree with putting a Seal Coat (Cila-Jet) treatment on the exterior & interior of the Chevy Cruz at a mark up price of $799.00. She only applied the Cila-Jet because there was some kind of white specs on the front hood and the vehicle was dirty from the poor cleaning job the service center provided at the time of trade.

On 9-29-2012 I brought a former auto sales professional of 12 to 13 years experience to discuss the options with the GM Pam to try to make me happy. Again, no deal or any adjustment. I then demanded my Chevy Equinox back from Pam & again was denied & found out that my Chevy Equinox was already sold & gone leaving me with nothing accept the initial Trade of the Chevy Cruz. Even doing research in finding a better deal at another Chevy deal with even a $2000.00 savings. The whole period of the transactions, nothing was ever mentioned on a return policy even if the State of Minnesota has no 3 day return policy. The dealership still should have informed and told me of any said return policy in which they failed to do.

Has my friend and I tried to discuss the new deal we had found at another Chevy dealer, Pam was noticeably getting agitated and accusing me that's we we agreed on. I replied, "no that's what you agreed on". So then we threw another chance at her with ok about matching the invoice price minus the holdback? Again, no matter what was said she would not make a customer happy let alone a returning customer.

To say the least the mark up's on this deal was real and from the 1st time I walked in to the time of the trade, each person that was involved denied any mark up and down right lied straight to my face with out even showing any proof has I requested to see the documentation.

I will NEVER return to this dealership again for not only the unprofessional service but the lack of respect towards a new car buyer, speaking of myself.

If anything ever happens that they want to reach a favorable solution, only God himself will help make it happen so I can be happy even if the hassle I have already gone through.

This report was posted on Ripoff Report on 09/30/2012 05:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/Lupient-Chevrolet-of-Bloomington/Bloomington-Minnesota-55431/Lupient-Chevrolet-of-Bloomington-Harold-Chevrolet-Chevy-Dealership-Bloomington-Minnesota-948826. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
7Author 2Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Chevrolet Customer Assistance Center

AUTHOR: David - (United States of America)

Thank you for contacting the Chevrolet Customer Assistance Center.  We appreciate you taking the time to write us regarding your issue with Harold Chevrolet and your purchase of a 2012 Chevrolet Cruze.

We sincerely apologize for any concerns you may have experienced.

Chevrolet works to ensure each customer concern is handled in a way that reflects our values and we have carefully reviewed the facts surrounding your case.  A review of our records indicates this issue with the sales issue was reviewed fairly and justly and a final resolution was reached.

Again, I have reviewed your Service Request 71-1118071626 with the Chevrolet Customer Assistance Center.  I support the decision that was previously made and communicated to you.  I apologize that the decision was not in accordance with your wishes, however, this is the final decision of General Motors and we will no longer address additional communications on this subject.  Please feel free to contact us again with any other concerns you may have outside of this issue.

We understand that there may be a point where you wont agree but we hope you understand our position as it relates to the manufacturer's obligation.  

If you should need to contact us in the future, simply reply to this message or call our Chevrolet Customer Assistance Center at 1-800- 222-1020.  Customer Relationship Specialists are available Monday through Saturday from 8:00 a.m. to 9:00 p.m., Eastern Time.

Again, thank you for contacting Chevrolet.   

Sincerely,

The Chevrolet Consumer Support Team

_________________________________________________________________________________

Complete Customer Negligence = All you'll ever get is a response like this above and backing the side of the dealership. Under no circumstances will the dealer Chevrolet or General Motors take responsibility towards there misconduct towards a customer.
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#2 Author of original report

Response & Answer

AUTHOR: David Carlson - (United States of America)

On Oct 11, 2012, at 12:46 PM, Pam Guilford wrote:
Mr. Carlson, This is the first contact I have received from you since you left the Lupient Chevrolet store on Saturday September 29. At that that time you stated you would never do business  with Lupient Chevrolet again.  I have since replied to the complaints you have filed with General Motors and the Better Business Bureau.  You were given all the documentation required at the time of delivery.  I will mail copies of the same to you immediately. Our first agreement with you regarding the 2012 Cruze was on September 26th, when you traded out of an Equinox you have been unhappy with since you purchased it earlier in the year.   Our next meeting and second agreement was on September 28th.  At that time you stated you felt you were ripped off by our facility and would not be able to fill out the survey completely satisfied.  In the interest of customer satisfaction I agreed to apply the Cilajet product at no cost to you.  Our next contact was Saturday September 29th when you came into the facility to tell me that Cilajet was not enough; you wanted a cash refund as well.  I told you at that time we were done negotiating this vehicle purchase.  I have completed 2 conversations with General Motors and have sent my written response to the Better Business Bureau.  I am confident that Lupient Chevrolet have been  fair and professional throughout the entire process.   I will be forwarding this information to General Motors and the Better Business Bureau to keep them informed as well.  Pam GuilfordGeneral ManagerLupient Chevrolet phone 952 884 3333 /direct 952 887 9320 /fax 952 884 0351 / pamgu@lupient.com1601 Southtown Drive, Bloomington, MN  55431<image002.jpg> <image004.jpg> <image006.jpg><image008.jpg> <image010.png>


On Oct 11, 2012, at 1:17 PM, Mr. Carlson wrote:
Hello Pam,
I would like to point out corrections in your response to my email. But first thank you for taking the time in replying.
Corrections:
On 9-28-2012 I returned to dealership to speak with the General Manager Pam to express how I got ripped off. Under no circumstances would she refund cash back, only to agree with putting a Seal Coat (Cila-Jet) treatment on the exterior & interior of the Chevy Cruz at a mark up price of $799.00. She only applied the Cila-Jet because there was some kind of white specs on the front hood and the vehicle was dirty from the poor cleaning job the service center provided at the time of trade.
Yes you did agree on the Cila Jet treatment but did not comply with the other half of a refund of $1500.00 has a round figure that I told you and provided a email during the time of appointment. Which I was more then happy to lower the amount. This would have resulted in a positive feedback and considered settled.

On 9-29-2012 I brought a former auto sales professional of 12 to 13 years experience to discuss the options with the GM Pam to try to make me happy. Again, no deal or any adjustment. I then demanded my Chevy Equinox back from Pam & again was denied & found out that my Chevy Equinox was already sold & gone leaving me with nothing accept the initial Trade of the Chevy Cruz. Even doing research in finding a better deal at another Chevy deal with even a $2000.00 savings. The whole period of the transactions, nothing was ever mentioned on a return policy even if the State of Minnesota has no 3 day return policy. The dealership still should have informed and told me of any said return policy in which they failed to do.
Yes you did agree on the Cila Jet treatment but did not comply with the other half of a refund of $1500.00 has a round figure that I told you and provided a email during the time of appointment.
So regarding to this being the only email you have received regarding complaint. Has you quoted during our first meeting stating clearly, "I review all emails first". I have repeatedly emailed and telephoned Pat and Nick on accessories. I have emailed messages via Lupient web site to Pat & yourself along with parts request of said accessories. I have spoke with Nick only once to provide him a list of the accessories and to get a price on parts plus the installation. During which time I am still awaiting his response. All communication attempts made by your facility have been ignored. I have called via phone and left messages with Pat and Nick, no response. How do you explain this? Now maybe you understand has a customer of being ignored other then your response today.
Either way no not all the documentation was provided, the invoice of said vehicle was never present, a explanation of the agreement was never directly addressed, a return policy was never addressed or stating any fact of return nor disclosed of the time of sale.

During the third visit after research was complete even your own dealership from the internet sales manager had a better deal and option but all attempts failed due to your poor customer service towards me, and once again typical of a dealership you have failed to communicate with me and took matters into your own hands has a general manager and had no respect for the customer accept agreeing to a Cila-Jet treatment which did not include the rust proofing I might add that should have been included.

I look forward in hearing from you in hopes of coming to a peaceful resolution.
Thank you,
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#3 Author of original report

In Closing

AUTHOR: David Carlson - (United States of America)

Well after coming to a decision and exhausting all options but legal action I have decided to close this issue.

"Poorest Customer Service Award" Never again will I return. The General Manager 'Pam' was the most selfish, self centered person I ever met and would not do anything but agree to a Cila Jet Treatment and blaintenly denied any adjustment or customer satisfaction upon trying to resolve a customer complaint. All she cared about is money and everyone involved only cared about the profit rather then the customer and failed to disclose not only a return policy, nothing was mentioned at all during the closing of the sale. After requesting the original invoice of vehicle, everything I asked for was denied.

General Motors customer service also has given up on me even after reaching the highest point of General Motors customer service. Says, "this issue is between you and the dealer"...

The only time I will return is to take a picture of the dealership closing.

Lupient Chevrolet of Bloomington not only doesn't care about customer service but has deliberately gave General Motors a bad name. And fails to make the customer feel wanted.

END
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#4 Author of original report

Customer Service

AUTHOR: David - (United States of America)

First on the initial report, "Numbers are rounded up/down." But if you think it's a laughing matter, then laugh until it happens to you.

Well well, customer service specialist in it's highest glory says, nope you have reached the top of General Motors Chevrolet and I will be handling this case. So the case doesn't make it to General Motors headquarters. Upon that, yeah sure I could write a letter but come to find out, it will just be returned to customer service. There's nothing further to do. She talks about a $100 coupon but never ask's me for my information. Stating, this issue is between you and the dealer.

OMG, you know how many times I emailed, left voicemails and forwarded copies of email to the CAC? Well I have the information she says, if you do then quit playing stupid. Anyways, no one has returned phone calls to me or replied to emails I have sent. So she calls the general manager of the dealership no answer from her, she tries the part guy no answer once again. Mmmm, gee why didn't that surprise me.

Well Lupient Chevrolet you have received the poorest customer service award of all time. Never in my life have I ever been treated let alone ignored by any company like yours. And how you stay in business which i hope ends, I'll never know.

Now dealership general Manager Pam do you really think if Jim Lupient was still alive (God rest his soul) would be happy with your performance? Well I never did know him but I think he would be disappointed because a guy building from the ground up only to see his business lose would be a darn shame. I'll give his son or family in the business a shout and find out if I can.

Time will tell and I will continue to mail, email and call till a positive resolution is met. And I will update here of any changes. 
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#5 Consumer Comment

due diligence

AUTHOR: coast - (USA)

Maintain perseverance and you'll get that 75. Good luck.
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#6 Author of original report

Passing On Update

AUTHOR: David - (United States of America)

One Correction: District Specialist not District Manager

Well now after a review by the specialist it has been brought to my attention that he got promoted and is no longer is in that field. Another representative has been assigned.

However it doesn't surprise me that he doesn't succeed in triing to resolve the complaint but having the General Manager of Lupient assign a $100.00 towards a accessory. In conclusion of his final words to me, the complaint now has been moved up to the General Motors Headquarters in Detroit, Michigan. Awaiting there contact unless I continue to email them and attempt a update or resolution.
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#7 Author of original report

Status Update

AUTHOR: David - (United States of America)

Status update report. After contacting General Motors and Chevrolet a district manager has been assigned to assist me on this matter. I am still hopeful on a positive resolution. We talked via phone a couple times, now just awaiting the results.

Thanks.
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#8 REBUTTAL Individual responds

not just a Wife but also a customer

AUTHOR: Julie Carlson - (USA)

I was with my husband the 1st day of purchase and the trade in the 2nd time.

With no question all Chad the sales guy did was push a vehicle on my husband.

All the 2nd guy cared about is making another sale.

They wouldn't provide anything my husband requested to show the prices and stuff. And I don't understand this stuff all that much so I felt we got taken advantage of since his mom passed away.

Advantage of I say well yeah were both a disabled couple who doesn't always understand things but know common sense about matters in a sale. Theres always someone making a profit in any store or place that sells stuff and by right a customer like us does have the right to see the papers documents that go with a auto sale. We had to get our income down because of being on a budget but the way we were treated it was like so, this is our deal so live with it. And I will never forget Pat the 2nd sales guy say, 'just a minute I need to get this" phone ringing. Then after, " I am sorry but my new born daughter is in the hospital and I am supposed to meet my wife there soon because I am to watch the other kids while she stays overnight with her". Then as we were triing to select our new car we got denied twice then finally got approved but that was after he talked to the other guy Nick I think a manager so we walked towards the desk I couldn't believe it we were told to step away because they or he was discussing a deal.

Well heck we can't go now we need a car, so we waited and signed the stuff and caring friends wondered about us so we told them about them at the dealership. They expressed there concern and asked us to try to get a better price so with the help of our gracious neighbor he did just that. I didn't go that time I just let the guys go. But will say from what I know I won't ever go back there again.

Then we had no clue even though my husband said we can't get our Equinox back, they already sold it. I was furious they never mentioned anything about a return policy or showed us anything while in the 2nd office. Well now were mailing reports on our experience and other agencies and so far each one said they'll assist us and the other people we talked to said yes that is a typical dealership they don't care about the customers only making money.

I pray every night with my husband and ask in God's name that this dealership makes it right not just with me but my husband too. Thank you.
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#9 Author of original report

Adjustments

AUTHOR: David Carlson - (United States of America)

Well according to the person making the first comment your terms or definitions describe a typical, forget the customer and only think of yourself.

The general manager in this case showed a great lack of respect towards a returning customer, just because she is the boss doesn't mean she can't listen and make a further adjustment. After all it takes a customer to make a sale and a GM to help remedy the customer's disatisfaction which again in this case, she (Pam) acted very unreasonable to protect her own behind and only cared about the profit she made both on the sale and on the resale less then 3 days later of the Equinox.

So after proving with out a shadow of doubt of the prices and savings that were found at another Chevy dealership, just because she agreed on a $799.00 Cila-Jet protection which is only about $300 plus a can of 3M Scotch Guard for the interior, she became agitated because she knew we were right in what we were asking and also diliberately said no, this is all final, and there's nothing further to discuss.

So where is the Rip Off you ask? Besides the lack of respect, the GM Pam could have easily made a happy customer but instead chose to protect herself in making the profit rather then listening to a customer who spent over $30k with other supplies and referrals.

It's just not a business transaction, there's a customer on the other end. And remembering what took place at Lupient Chevrolet. Again, if it wasn't for the customer 's', there would be no sale and she only cared about money, not the customer is the bottom line.
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#10 Consumer Comment

Not a rip-off

AUTHOR: coast - (USA)

"I returned to dealership to speak with the General Manager Pam to express how I got ripped off."

Does the Bill of Sale indicate they owe you money? It appears as though they owe you 75 because $235+36+20+75=$366 NOT $291. $366.75-366=$.75. You burned more than 75 in gas when you went back to complain.

"I then demanded my Chevy Equinox back... Even doing research in finding a better deal at another Chevy deal with even a $2000.00 savings."

That's called buyer's remorse. It's a state of regret.

"To say the least the mark up's on this deal was real"

That's called profit. It's a business term.

You purchased a vehicle. Seven months later you traded it for another vehicle. What is your valid complaint?
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