Viscously attacked and aggressively berated verbally by TRACY STRAIN, Service Department Director. Will not address his negligence.
It saddens me greatly to know as an Air Force Veteran of 23 years defending our freedoms that I must file this complaint for I was treated so viscously, abusively and unprofessionally by TRACY STRAIN, Service Department Director. Following is a gisted account of the events. The actual very detailed letter describing the events file in a BBB complain with General Motors ID #10349637.
TRACY STRAIN Service Manager: I was viscously, aggressively and horrifically attacked and berated verbally the one and only time I have ever met or attempted to speak to him, for NO cause on 5 December, 2014. I had never met him until this day.
On 26 April 2014, I purchased a 2014 Chevy Silverado 1500 High Country. On or about 1 May 2014, the service department installed a defective chrome gas cap door. On or about 28 August 2014, I informed the service dept. of the defective gas cap door. Service Dept. opened the gas cap cover door causing damage to the paint on the pickup bed. I was informed it would take 3-5 business days to complete the repair. The service dept. paint shop had my vehicle 2 weeks. The paint shop caused damage to the fuel fill hose and returned my vehicle in dirty condition with paint dust for sanding. I attempted a temp. fix to the fuel fill hose damage to put fuel in the tank. As I was putting a temporary fix on the fuel fill hose, my cell phone glass screen was damaged. This was caused by the negligence of the Service Department. Fuel poured out through damaged fuel fill hose on to the ground. This was an environmental issue-the fuel spillage. Service Dept. scratched the rear bumper. Service Dept. did NOT inform me of ANY of the damages they caused. This is outright negligent behavior. Also, I did not file a complaint about any of the damages until I was viscously, aggressively and horrifically attacked and berated me verbally by TRACY STRAIN.
TRACY STRAIN Service Director: viscously, aggressively and horrifically attacked and berated me verbally for no cause on 5 December 2014. His unprofessional and aggressive behavior was such that I fully expected a physical assault! It was a rudeness that I have never experienced personally from a business or person. Especially coming from a person in a director position. TRACY STRAIN NEVER ALLOWED ME TO SPEAK. When I attempted to speak, he interrupted me--6 times. Two interruptions in front of Mr. Haines, Customer Service.
Events:
May 1: Defective fuel door installed.
Aug 28 Informed service dept. fuel door defective, Serv. Dept. damaged paint.
Oct 30 Drop P/U off for fuel door, paint, and molding repair.
Nov 18 Pick up truck, repairs completed. Returned in dirty condition.
Nov 20 discover damage to fuel fill hose and gas cap lanyard not reattached. Cell phone damage due to Serv. Dept. negligence. Request to speak to TRACY STRAIN. He was on vacation.
Dec 5, TRACY STRAIN: viscously, aggressively and horrifically attacked and berated me verbally for no cause when I attempted to discuss all damages and phone damage.
Dec 5, Vehicle returned from regular scheduled maintenance with significant scratch on rear bumper.
Dec 5; Spoke with Customer Service, Mr. Haines, about TRACY STRAINS gross behavior.
December 12, Sent customer service survey and filed a BBB complaint to GM.
Dec 12, GM customer relations contacts me about TRACY STRAINS gross behavior.
As of 5 January 2015, I have not been contacted by David Stanley Chevrolet about TRACY STRAINS VICIOUS behavior to resolve the issues.
NOTE: The Service Department NEGLIGENT in NOT informing me of ANY of the damages. I discovered each one of the damages.
NOTE: The fuel door replacement, paint damage, fuel fill hose damage were all satisfactorily repaired.
Consumer's Desired Resolution:
NOTE: Scratch on rear bumper not repaired yet, because this is the first notification to the dealership. Did not inform the dealership for fear very possible PHYSICAL ATTACK and continued VISCOUS verbal abuse by TRACY STRAIN.
Expected compensation:1. TRACY STRAIN, publicly apologize, on the show room floor, to me for his disgusting behavior toward me. He needs to recognize his horrific behaviors.2. Written or verbal apology from Shane Downs and David Stanley, taking responsibility for Tracy Strain's disgusting behavior .3. Scratch on rear bumper repaired.4. Reimburse cost of cell phone glass face repair ($130.00) caused by the NEGLIGENCE of TRACY STRAIN.5. The fuel cap lanyard reattached. As always, I am very willing to discuss these items. However, I will not have any discussion with TRACY STRAIN, other than his apology to me. As always, I am very willing to discuss these items. However, I will not have any discussion with Tracy Strain's, other than his apology.
BUSINESS RESPONSE: "Please be advised we are in receipt of your correspondence in connection with the above referenced matter. I personally interviewed Mr. Strain and he adamantly denies the allegations of Mr. McVay and states he conducted himself ethically and professionally at all times. While we regret that Mr. McVay is not completely satisfied with his experience at our dealership, we cannot agree to compensate him for the cost of replacing the iPhone since the damage thereto did not occur at the dealership and was not caused by any employee of the dealership. If there are other issues in connection with his vehicle, we will agree to review same as the dealership will stand behind the quality of work performed on the vehicle. Since lodging this complaint, Mr. McVay has scheduled an appointment with the Service Department to have his vehicle serviced. In light of this complaint, and the discrepancy between Mr. McVay's version of events and Mr. Strain's version of events, we feel that it is best if Mr. McVay choses another dealership to service his vehicle. This will avoid any further issues between the parties. Should you have additional questions or concerns, please do not hesitate to call on me. Your assistance in this matter is greatly appreciated. Toby"
CONSUMER REBUTTAL: (The consumer indicated he/she DID NOT accept the response from the business.)
"Thank you for responding to my complaint. I am appreciative and glad to get some type of response from David Stanley Chevrolet. I'm not happy or glad that it came to a BBB complaint.
Regretfully, I can not accept your response. Tracy Strain has now put you and David Stanley Chevrolet in a very bad light. It begs the question of the integrity and professionalism of the executive leadership.
My wife and I have already called to speak to the executive leadership and you. I called four (4) times, of which I only spoke to the executive assistant's voicemail. My wife called at least 3 times, of which, she spoke with the executive assistant, Ms. Roxy twice. Only one call was returned. That call was to my wife by the executive assistant, Ms. Roxy. All other calls received No attention or return service call.
It is disconcerting to me that the executive leadership is wiling to accept a BBB complaint being of this nature, unsatisfied or not accepted all for a few dollars and a simple apology.
I did "NOT ASK" for you to "Replace" my cell phone as you state in your response. Apparently, you were told I have an "iPhone". You were mislead or just flat out lied to by Tracy. I say this because, had you actually "Read" my complaint, you would have clearly read that I asked for assistance with the "Repair" of the "front screen" of my cell phone, "NOT Replace" my phone. I do not have an iPhone, I have a Samsung Galaxy S4. Again, I asked you to "Help/assist" in the "Repair" of my cell phone "Front Screen", that was, factually, damaged at the extension of the dealership premises due to the negligence of your service department.
You state "the damage did not occur at the dealership." Since the scratch on my vehicles rear bumper was damaged at your dealership, I hear you are agreeing to repair the scratch or willing to at least discuss repairing the damage.
As for my Samsung Galaxy S4 cell phone front screen, was effectively damaged on David Stanley's premises. The fuel fill hose was factually damaged at the dealership from the negligence of the service department. When I had to put a temporary repair on the damaged fuel fill hose, to put enough fuel in the vehicle to get it back to the dealership, I was affectively a temporary employee of David Stanley, that effectively made wherever I was located, an extension of the David Stanley dealership. Your service department was negligent in the damage to my vehicles fuel fill hose. Which, was the third (3rd) time they damaged my brand new vehicle.
I asked for a very simple, but very warranted, apology from Tracy Strain for his viscous attack, unethical, and unprofessional behavior.
I am very satisfied with how I was treated by the sales and financial departments at David Stanley Chevrolet. They respected me and my wishes from the minute I met them.
I have been exceptionally patient and forgiving through this entire incident and ordeal. No customer should be put through what Tracy Strain and his service department have done to me and my new vehicle.
When filing a complaint with the BBB, I thought it odd they gather information on veterans.
You did not address the negligence of your service department damaging my vehicle four (4) times. Which, one of the damages has still not been addressed until your statement in your response.
I fully expected Tracy Strain to deny his viscous attack and unprofessional behavior. A person who has strong integrity, strength, and fortitude to own up to their actions and behaviors would be well thought of. It takes a very strong person to own up to their mistakes.
David Stanley Chevy Reviews
BBB COMPLAINT ACTIVITY REPORT Case # 16053781
Viscously attacked and aggressively berated verbally by TRACY STRAIN, Service Department Director. Will not address his negligence.
It saddens me greatly to know as an Air Force Veteran of 23 years defending our freedoms that I must file this complaint for I was treated so viscously, abusively and unprofessionally by TRACY STRAIN, Service Department Director. Following is a gisted account of the events. The actual very detailed letter describing the events file in a BBB complain with General Motors ID #10349637.
TRACY STRAIN Service Manager: I was viscously, aggressively and horrifically attacked and berated verbally the one and only time I have ever met or attempted to speak to him, for NO cause on 5 December, 2014. I had never met him until this day.
On 26 April 2014, I purchased a 2014 Chevy Silverado 1500 High Country. On or about 1 May 2014, the service department installed a defective chrome gas cap door. On or about 28 August 2014, I informed the service dept. of the defective gas cap door. Service Dept. opened the gas cap cover door causing damage to the paint on the pickup bed. I was informed it would take 3-5 business days to complete the repair. The service dept. paint shop had my vehicle 2 weeks. The paint shop caused damage to the fuel fill hose and returned my vehicle in dirty condition with paint dust for sanding. I attempted a temp. fix to the fuel fill hose damage to put fuel in the tank. As I was putting a temporary fix on the fuel fill hose, my cell phone glass screen was damaged. This was caused by the negligence of the Service Department. Fuel poured out through damaged fuel fill hose on to the ground. This was an environmental issue-the fuel spillage. Service Dept. scratched the rear bumper. Service Dept. did NOT inform me of ANY of the damages they caused. This is outright negligent behavior. Also, I did not file a complaint about any of the damages until I was viscously, aggressively and horrifically attacked and berated me verbally by TRACY STRAIN.
TRACY STRAIN Service Director: viscously, aggressively and horrifically attacked and berated me verbally for no cause on 5 December 2014. His unprofessional and aggressive behavior was such that I fully expected a physical assault! It was a rudeness that I have never experienced personally from a business or person. Especially coming from a person in a director position. TRACY STRAIN NEVER ALLOWED ME TO SPEAK. When I attempted to speak, he interrupted me--6 times. Two interruptions in front of Mr. Haines, Customer Service.
Events:
May 1: Defective fuel door installed.
Aug 28 Informed service dept. fuel door defective, Serv. Dept. damaged paint.
Oct 30 Drop P/U off for fuel door, paint, and molding repair.
Nov 18 Pick up truck, repairs completed. Returned in dirty condition.
Nov 20 discover damage to fuel fill hose and gas cap lanyard not reattached. Cell phone damage due to Serv. Dept. negligence. Request to speak to TRACY STRAIN. He was on vacation.
Dec 5, TRACY STRAIN: viscously, aggressively and horrifically attacked and berated me verbally for no cause when I attempted to discuss all damages and phone damage.
Dec 5, Vehicle returned from regular scheduled maintenance with significant scratch on rear bumper.
Dec 5; Spoke with Customer Service, Mr. Haines, about TRACY STRAINS gross behavior.
December 12, Sent customer service survey and filed a BBB complaint to GM.
Dec 12, GM customer relations contacts me about TRACY STRAINS gross behavior.
As of 5 January 2015, I have not been contacted by David Stanley Chevrolet about TRACY STRAINS VICIOUS behavior to resolve the issues.
NOTE: The Service Department NEGLIGENT in NOT informing me of ANY of the damages. I discovered each one of the damages.
NOTE: The fuel door replacement, paint damage, fuel fill hose damage were all satisfactorily repaired.
Consumer's Desired Resolution:
NOTE: Scratch on rear bumper not repaired yet, because this is the first notification to the dealership. Did not inform the dealership for fear very possible PHYSICAL ATTACK and continued VISCOUS verbal abuse by TRACY STRAIN.
Expected compensation:1. TRACY STRAIN, publicly apologize, on the show room floor, to me for his disgusting behavior toward me. He needs to recognize his horrific behaviors.2. Written or verbal apology from Shane Downs and David Stanley, taking responsibility for Tracy Strain's disgusting behavior .3. Scratch on rear bumper repaired.4. Reimburse cost of cell phone glass face repair ($130.00) caused by the NEGLIGENCE of TRACY STRAIN.5. The fuel cap lanyard reattached. As always, I am very willing to discuss these items. However, I will not have any discussion with TRACY STRAIN, other than his apology to me. As always, I am very willing to discuss these items. However, I will not have any discussion with Tracy Strain's, other than his apology.
BUSINESS RESPONSE: "Please be advised we are in receipt of your correspondence in connection with the above referenced matter. I personally interviewed Mr. Strain and he adamantly denies the allegations of Mr. McVay and states he conducted himself ethically and professionally at all times. While we regret that Mr. McVay is not completely satisfied with his experience at our dealership, we cannot agree to compensate him for the cost of replacing the iPhone since the damage thereto did not occur at the dealership and was not caused by any employee of the dealership. If there are other issues in connection with his vehicle, we will agree to review same as the dealership will stand behind the quality of work performed on the vehicle. Since lodging this complaint, Mr. McVay has scheduled an appointment with the Service Department to have his vehicle serviced. In light of this complaint, and the discrepancy between Mr. McVay's version of events and Mr. Strain's version of events, we feel that it is best if Mr. McVay choses another dealership to service his vehicle. This will avoid any further issues between the parties. Should you have additional questions or concerns, please do not hesitate to call on me. Your assistance in this matter is greatly appreciated. Toby"
CONSUMER REBUTTAL: (The consumer indicated he/she DID NOT accept the response from the business.)
"Thank you for responding to my complaint. I am appreciative and glad to get some type of response from David Stanley Chevrolet. I'm not happy or glad that it came to a BBB complaint.
Regretfully, I can not accept your response. Tracy Strain has now put you and David Stanley Chevrolet in a very bad light. It begs the question of the integrity and professionalism of the executive leadership.
My wife and I have already called to speak to the executive leadership and you. I called four (4) times, of which I only spoke to the executive assistant's voicemail. My wife called at least 3 times, of which, she spoke with the executive assistant, Ms. Roxy twice. Only one call was returned. That call was to my wife by the executive assistant, Ms. Roxy. All other calls received No attention or return service call.
It is disconcerting to me that the executive leadership is wiling to accept a BBB complaint being of this nature, unsatisfied or not accepted all for a few dollars and a simple apology.
I did "NOT ASK" for you to "Replace" my cell phone as you state in your response. Apparently, you were told I have an "iPhone". You were mislead or just flat out lied to by Tracy. I say this because, had you actually "Read" my complaint, you would have clearly read that I asked for assistance with the "Repair" of the "front screen" of my cell phone, "NOT Replace" my phone. I do not have an iPhone, I have a Samsung Galaxy S4. Again, I asked you to "Help/assist" in the "Repair" of my cell phone "Front Screen", that was, factually, damaged at the extension of the dealership premises due to the negligence of your service department.
You state "the damage did not occur at the dealership." Since the scratch on my vehicles rear bumper was damaged at your dealership, I hear you are agreeing to repair the scratch or willing to at least discuss repairing the damage.
As for my Samsung Galaxy S4 cell phone front screen, was effectively damaged on David Stanley's premises. The fuel fill hose was factually damaged at the dealership from the negligence of the service department. When I had to put a temporary repair on the damaged fuel fill hose, to put enough fuel in the vehicle to get it back to the dealership, I was affectively a temporary employee of David Stanley, that effectively made wherever I was located, an extension of the David Stanley dealership. Your service department was negligent in the damage to my vehicles fuel fill hose. Which, was the third (3rd) time they damaged my brand new vehicle.
I asked for a very simple, but very warranted, apology from Tracy Strain for his viscous attack, unethical, and unprofessional behavior.
I am very satisfied with how I was treated by the sales and financial departments at David Stanley Chevrolet. They respected me and my wishes from the minute I met them.
I have been exceptionally patient and forgiving through this entire incident and ordeal. No customer should be put through what Tracy Strain and his service department have done to me and my new vehicle.
When filing a complaint with the BBB, I thought it odd they gather information on veterans.
You did not address the negligence of your service department damaging my vehicle four (4) times. Which, one of the damages has still not been addressed until your statement in your response.
I fully expected Tracy Strain to deny his viscous attack and unprofessional behavior. A person who has strong integrity, strength, and fortitude to own up to their actions and behaviors would be well thought of. It takes a very strong person to own up to their mistakes.