ComplaintsforHolz Motors, Inc.

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from **** six years ago which included regular service for a few years. The service was poor and after I had used my prepaid service I advised that I would not return to **** again. I have since moved away and they continue to email, mail, text, and call with marketing to come back to ****. I have told them countless times to remove me from their marketing lists. I have emailed and clicked through to unsubscribe. Still they ******* me with more marketing than any other business. I don't live anywhere near **** and refuse to do business with them and their service department. PLEASE REMOVE ME FROM YOUR MARKETING AND DON'T CONTACT ME ANYMORE.

  

  Business response

  03/05/2024

  Results from our team of various managers who participated in doing everything we could to scrub ************** from Holz Motors databases:
  
  ********************************** General Sales Manager: When I searched for the customer by his phone number, I did find him.  He was already unsubscribed in our ******************************** system database, and his address was even deleted.  Ive deleted his information in our vendor contracted ********** program, and Ill see if he is getting any Chevrolet **** program mail from us. I did not find his name on the **** mailing list. 
  
  
  **** - Watertown General Manager: Using customer first name **** or ******* with phone number, or email, I looked through the **** -Watertown ************************ System and our vendor ****** program and could not find this customer. I have also searched for him in the General Motors Manifest mailing list, and he does not show up for us. 
  I quickly looked in ********************************** Tekion. He populates as having purchased a 2018 Traverse from **********************************. His customer number in Tekion is ******. I opted him out of any future communications and removed his email and phone number completely. This should ensure that he does not receive any direct communications from ********************************** in the future.
  
  
  ********************************** Service Director: I did not find a *******************, but I did find an *********************** in the system under that phone number. I opted them out of all correspondence in Tekion.
  
  
  ********************************** Finance & Insurance Director: In the F&I Department we receive a good number of phone calls from customers who have received aftermarket warranty solicitation postal mail, with deceptive wording that gives the receiver the impression that the mail piece came from Holz Motors. In ****************** we can receive as many as 10 to 12 calls week inquiring as to what the recipient thinks we sent them. Sometimes we have to calm the customer down and explain that what they have received in the mail did not actually come from Holz Motors, that it was created and made to look like it came from Holz Motors. What these aftermarket warranty companies are doing with these mailings is not illegal but can be very misleading.

  Customer response

  03/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 26, 2023 I purchased a new 2022 Chevrolet Bolt EUV from Holz Motors. As part of the transaction, my sales agent, *******************, was having difficulty activating the free level two charger installation that was part of Chevrolet's offer for all new Bolt purchases. Several days later she phoned me to let me know that she had worked out the details and that I would be receiving email instructions from their vendor for how to proceed. On July 28, 2023 I emailed ************** as I had not heard anything on the installation. I called her a few days later and she said she had initiated EVGo credits (a public charger company) for me instead of the charger installation. She referred me to ******* at Chevrolet customer service *************). ******* said that once the EVGo credits were issued the process could not be reversed. The credits were NEVER discussed as an alternative to the charger installation. Subsequent calls/emails to **** resulted in no response. I would like to return the credits in exchange for the charger installation as the business initially promised.

  

  Business response

  11/03/2023

   

  For some unclear reason, the salesperson and the customer misunderstood which **** EV option the customer was interested in when it came to either installing a home charging plug-in or accepting EV energy purchase credits for his recently purchased **** electric vehicle. Fortunately, after our General Manager and the customer spoke over the phone, they were able to arrive at a solution that resolves our customer's complaint.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jan 2022, I was told by Holz motors that I needed a new transmission. I was under the ******* mile warranty. I was told they were "rebuilding" the transmission as cheaper for them instead of replacing. I was also told that I did not have a choice in this. March 2023, ****** miles later, I was again told that I need a new transmission. They stated this would cost me **** dollars and there was nothing they could do about it. They refused to any compensation. After speaking to another chevrolet dealer, was told by management that they should have replaced the transmission from looking historically with the transmission problems with the car.

  

  Business response

  05/04/2023

  The customer was in for service 12/2021 (not 12/2022 as noted)at ****** miles for a transmission concern. We diagnosed the issue as a failure in the 3-5 reverse clutch plates. Per the ** Policies and Procedures manual section **** we must perform a cost comparison which compares the cost of doing a repair vs. the replacement of the unit. Once that comparison is performed, we are required by ** Policies and Procedures to perform the repair in the most cost-effective way. Which in this case was repairing of the transmission.
  The customer returned 3/27/23 at ******* miles with a shudder and slipping concern. We diagnosed the concern as an internal failure in the torque converter of the transmission. The technician suggested a transmission replacement due to the miles on the vehicle and the history of the transmission.  We immediately got ** involved asking for cost assistance for the issues and ** declined any warranty help.
  
  Upon receipt of the BBB case, we reached out again to ** to request cost assistance. Ultimately, we were able to offer the customer a proposal where they pay the first $1500.00 and Holz Motors will cover the remaining $4700.00 toward the replacement of the transmission. The customer agreed to this arrangement and will be bringing the vehicle in to have the transmission replaced per this agreement. 

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

  Service Director

  Customer response

  05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a $1000 deposit an a vehicle 2 years ago, a 2023 chevrolet corvette z06, to reserve my reservation for when i could order one, and was told i was number one on the reservation list, i contacted the dealership about 6 months ago to confirm my reservation and the new car manager told me i was now #2, that the owner would get the first one, so i was very dissapointed but waited to see what would happen when it got closer to when i could order my car, i called them again a few weeks ago because its getting close to when i can order , now they told me i am #5, so now i am very upset to say the least, the dealership is not honoring my reservation that i waited 2 years for, if i could see when these reservations and deposits were taken, i am sure that i am being frauded out of my car. I think they should honor there commitment to there customers, I have contacted the dealer several times and am treated rudely by the new car manager, Hope you can help me.

  

  Business response

  02/14/2022

  Holz Motors has been taking reservations to order for the Z06 Corvette since 8/19/19.  We have a total of 4 customers who put in a reservation to order before *******************, and we have dated documentation for each of those.  Our first reservation to order was taken on 8/19/19, our second was taken on 8/24/19, our third was taken on 9/18/19, and our fourth was taken on 9/21/19. ********************* reservation to order was taken on 3/11/20.  The owners of Holz Motors were never put on the list like ******************* is stating. ******************* has always been number five on our Z06 Corvette reservation to order list. On Friday 1/28/22 ******************* sent in a complaint to Chevrolet corporate stating the exact message:
  -customer is requesting for assistance on Order No. ZDVB4S customer expressed and wanted to file a complaint towards the dealership service cust reserved a 2023 corvette and put a deposit on it dealer recently informed him that some of his friends wanted the veh and he is number 5 on the reservation list dealer is trying to be greedy and fraud me, he was talked to by manager several times and was very rude.
  On Monday 1/31/22 Holz Motors attempted to send a reply to Chevrolet corporate regarding ********************* complaint with this exact message below.  Unfortunately Chevrolet had already closed the case stating no dealer reply necessary. Below is the reply to Chevrolet we had constructed, were not able to send, but had wanted to send:
  All of our receipts and contracts are dated and time stamped and kept in order.  They are locked in *******************, our General Sales Managers desk and he has control of the list.  We took four Z06 orders/deposits before ************.  Our first order/deposit was on 8/19/19,our second was on 8/27/19, our third was on 9/18/19, our fourth was on 9/21/19 and ************ put his order/deposit on 3/11/20.  *******************, spoke with *********** over the phone and let him know all of this.  It was never mentioned that anybodys friend was put on the list ahead of him, as that is not true.  The order number ZDVB4S that ************ put in his the complaint is not even an order number Holz Motors has placed.  You cannot even build a Z06 Corvette yet, so I dont know where he is getting that order number from,unless he is working with other dealers who may have ordered him a non Z06. We are not being greedy or trying to fraud him, everything we have is clear and simple and in order by date and time.  ************ was not first on our Z06 list at any time, he has always been fifth.
  Everything we have done with our Z06 Corvette reservation to order system is very precise.  We take our Corvette lists very seriously and they are managed very well.  There is no discretionary moving up a Corvette list allowed by anyone.  ******************* seems to have somewhat changed his complaint to the BBB, verses what was recorded by Chevrolet in his complaint on 1/28/22 to them. Holz Motors response to ******************* regarding the position of his Z06 Corvette reservation to order has always been consistent, whether communicated person to person, or in response to a complaint. He has been and still is our 5th Z06 Corvette reservation to order. He could move up in his reservation position only if one of the reservations to order ahead of him chooses to cancel. The only persons we will allow to order Z06 Corvettes from us are the exact person recorded in our reservation to order system. That also includes *******************. When his turn to order comes, he must be the individual to order. Holz Motors will not allow any exchange, bartering, or changing position on our list of any kind. We sincerely wish that ******************* ******* in with the fact that he is position number 5 (out of 98 in total) on Holz Motors Z06 Corvette reservation to order list. He has 93 reservations to order after him that would ALL love to change places with him! ******************* is in a very enviable position on Holz Motors Z06 Corvette reservation to order list. 

  *******************- General Sales Manager- Holz Motors, Inc.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was going to purchase a new ***** Trax. I was considering trading in my Veracruz. I took my Veracruz to the dealership for appraisal. I had recently had the vehicle serviced at a ******* dealership and it was awaiting a new alternator but that was the only identified issue. Our sales person took the vehicle to be appraised. We got the appraisal value back and let them know we would consider the financing options and let them know by Monday. When our sales person walked us out and heard us start the vehicle there was a terrible loud noise that had not occured prior to this ever. The sales person who pulled it out of the spot to take to the appraiser stated that wasn't like that when she drove it and questioned what happened. When I drove the vehicle home it would not *****. Never had that problem before. My husband stated that perhaps they accidently drained the power steering fluid out when they inspected it. When we got it home, there was no power steering fluid. We went to refill it and it emptied out on the drive way.We called back and spoke with the man who appraised it hoping maybe there was a cap left off and that's why it wasn't retaining steering fluid, they claimed they never looked under the hood it just didn't steer correctly and they even wrote down that the vehicle was unsafe to drive. That man's name was ********************* who claims the only thing they do to appraise vehicles is drive them around the building. I told him that if the sales person didn't have a problem, and we didn't have a problem, something happened while he was inspecting the vehicle. He said the sales person was a 21 year old who didn't know what she was talking about. Now we have to pay to have it towed to the ******* dealership. I cannot even believe for a moment that is the appraisal process. I questioned **************** as to why if it was unsafe to drive did he not state that before allowing us to leave, he stated he assumed we knew. How could we have known since that wasn't a problem.

  

  Business response

  01/31/2022

    Response submitted by Holz Motors, Inc. on January 31st, 2022 in the two attachments as follows: "******* complaint response" is the complaint response itself, and "******* attachments" contains 9 numbered attachments that are referred to in the "******* complaint response".

• Initial Complaint

  07/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately March 2020 my 2007 Chevy Silverado broke down. Took it to Holz and had a diagnosed with a lifter failure. I had an Aftermarket extended warranty on it. They wanted tear down to point of failure. At one point dealer thought cam was bad but didn't have the means to pull out and inspect it. After going back and forth with warranty co. they said cam is fine and reassembled with new lifters, and original cam. About 1yr later & less than 9k miles same problem again. Took truck back to Holz and they re-diagnosed lifter failure again. They wanted me to pay for tear down in advance saying my warranty company may not pay them for it. Which is odd because they got paid $6500 plus for the work prior. After calling around other local dealers to see if that was the normal and to find out it wasn't I towed it to another dealer where they believe that cam was bad and that's what caused the failure again. I feel they should pay my out of pocket because they misdiagnosed my cam at first.

  

  Business response

  07/07/2021

  In February of 2020 Holz Motors service department diagnosed ****** ******’s 2007 Chevrolet Silverado with a lifter failure. The vehicle had low compression on cylinder #6. We informed Mr. ******’s aftermarket extended warranty company (an off brand extended warranty, sold by an entity other than GM/Chevrolet), that the engine should be replaced due to vehicle age and miles, as well as the compression and lifter failures. Mr. ******’s warranty company declined our diagnosis. His warranty company wanted to replace only the engine’s lifters. Ultimately Mr. ******’s warranty company did give approval to replace the lifters and the valve lifter manifold assembly. This was far short of Holz Motors recommended repairs for Mr. ******’s 2007 Chevrolet Silverado’s engine. Holz Motors should not be held responsible for Mr. ******’s warranty company not approving our recommended repair, which was engine replacement. We feel that the more recent issues Mr. ****** has experienced with his vehicle’s engine are a direct result of his warranty company’s refusal to approve the correct repair of engine replacement in the first place. Holz Motors did not misdiagnose the problem, Mr. ******’s aftermarket warranty company would not approve the repair that the truck needed. Inclusive as a part of Mr. ******’s March of 2020 service visit, his vehicle being at our dealership for 18 days, Holz Motors and Mr. ****** together argued and pleaded with his warranty company for an approval to repair the vehicle correctly with an engine replacement. Mr. ******’s warranty company could not be convinced to upgrade their approved repairs.
  14 months and 9,663 miles later in April 2021 Mr. ****** returned to Holz Motors with another engine issue on his 2007 Chevrolet Silverado. This time we diagnosed the vehicle with low compression on a different cylinder than 14 months prior. Mr. ******’s warranty company dictated that Mr. ****** would need to approve, and pay for, disassembly of his truck’s engine for the complete diagnosis of the problem ($800). Mr. ****** was unwilling to do this. We offered Mr. ****** a 50/50 split of the engine disassembly expense to try and help him with the diagnostic cost. Initially Mr. ****** said yes to the 50/50 split with Holz Motors, and he paid his half of the expense ($400). But Mr. ****** returned the next day and asked for a refund of the engine disassembly money he had paid, and said that he was going to have his truck towed away. Due to Mr. ****** deciding not to have the engine of his truck disassembled per his own warranty company’s rules, this left Holz Motors unable to complete a full diagnose of the vehicle’s engine problem. We feel that Mr. ******’s issues are with his warranty company, not with Holz Motors.  

  Response from ***** *****, Holz Motors - Hales Corners Service Director

  Customer response

  07/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  First off I want to tell you my dad worked for Electro Motors a division of General Motors for 25 yrs. Loyal customers of Chevrolet! 

  Do you as a manager have that little faith in your shop that you needed to charge me for your misdiagnosis because you knew the aftermarket wouldn't pay for it! Why would you allow your guys to put lifters on a motor if it had a bad cam or cam bearing that caused the problem in the first place? Your guys had my Silverado your guys took it apart. Your guys at one time wanted to pull camshaft to check it out but couldn't do it there and just called it good threw parts in it charged my aftermarket what a remanufactured motor would cost and gave it back to me. Probably thinking I'd sell it to someone else so they could have the problem. What kind of GM loyalty is that? The dealership that did take my Silverado's motor apart by request of aftermarket without charging me UPFRONT found camshaft lobe for 6 cylinder scored and bad cam bearing. They got me a remanufactured motor unfortunately for me you and your shop wasted $6500 of my warranty limit. Now I need to cover almost 4k out of pocket. You guy TOTALLY misdiagnosed my Silverado motor.  I can't believe management would allow that kind of work! Don't you stand behind your service your product?!

  Regards,
  
  ****** ******

  

  Business response

  07/23/2021

  Further comments addressing Mr. ******’s complaint:
  
  Mr. ****** states that his vehicle ultimately needed an engine, which we told him and his extended warranty company 14 months prior, while the vehicle was here at Holz Motors. We told Mr. ******’s extended warranty company that his truck needed a replacement engine, but they declined to approve an engine replacement. We also reported to Mr. ******’s extended warranty company that his engine’s camshaft should be checked, but they declined further disassembly of the engine to more completely inspect his engine’s camshaft. The repairs Holz Motors ultimately performed were performed per his extended warranty company’s instructions. An adjuster from Mr. ******’s extended warranty company came to Holz Motors for a physical inspection of the engine. The adjuster specifically stated that the engine’s camshaft was good, and there was no need to further disassemble Mr. ******’s engine for additional diagnoses of the cam shaft. Holz Motors inspects, and then replaces camshafts in instances that diagnosis dictates this as the correct course of action. We have a great deal of experience in this area. We felt that Mr. ******’s engine camshaft should be further inspected, but his extended warranty company’s adjuster would not be swayed to agree.
  Holz Motors does not feel that we can be held responsible for Mr. ******’s extended warranty company trying to fix his truck’s engine on the cheap. The repairs Holz Motors performed were based on what Mr. ******’s extended warranty company wanted to pay for, not based on what Holz Motors told Mr. ******, and his extended warranty company, that his truck’s engine needed. Mr. ****** did not purchase his 2007 Silverado from Holz Motors, nor did he purchase his aftermarket extended warranty from us. None the less, Holz Motors staff put as much time and effort into the process of helping Mr. ****** realize a correct repair for his truck’s engine, subject to approval of his extended warranty company. Mr. ****** always had the choice to pay additional funds out of his pocket to authorize a more complete repair (the repair Holz Motors recommended) 14 months ago. Therefore, Holz Motors should not be held accountable to pay any of Mr. ******’s current $4000 out of pocket expense.
  
  Sincerely,
  ***** *****
  Service Director
  Holz Motors Inc.
  here...

  Customer response

  08/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Mr *****
  That is not true! As per my after market policy the engine must be tore down to point of failure. Parts must be on
  bench for inspection. I have photos from inspection you did not tear down to point of failure. You did not do a thorough job on
  my truck repair.
  The diagnosis was not correct, the repair that was done was only part of the problem. Your shop failed to identify
  the correct problem by not doing tear down and finding bad camshaft and bearing. You had my truck there long
  enough I can't understand why you didn't other than the fact you just didn't want to pull camshaft out or didn't
  have the equipment or personal there to do it!
  The other dealership took my broke truck in tore it down to root of problem and got me a remanufactured motor!
  All covered by my aftermarket policy except for $3223 I had to pay. And by the way I did not have to pay them a
  dime before truck was completed! That is what I would like for you to reimburse me for, since you
  misdiagnosed my repair the first time. $3223 out of pocket.
  Your dealership wasted $6500 of my coverage on the misdiagnosed half *** job you did to my truck!
  I brought my truck back to you to make it right you tried to charge me up front. I'm giving you another chance Mr ***** make it right sir
  
  Regards,
  
  ****** ******

  

  Business response

  08/06/2021

  Holz Motors strongly stands by all of our previously described detail of the events with Mr. ******'s 2007 Chevrolet Silverado's engine problems, and all we did to do our best to help him as our guest. That being said, and purely as a demonstration of customer goodwill, Holz Motors will process and mail a check to Mr. ****** in the amount of $3223. 

  **** *******

  President

  Holz Motors, Inc.

  Customer response

  08/12/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  06/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are looking to be reimbursed for damaged that Holz did to my vehicle while in their care. 1. $200.00 to replace 1 tire they damaged. 2. $200.00 for damage they did to my brand new rim while trying to repair a tire and also a warranty stating they will cover any repairs on that rim for the life of me owning it since they ruined the finish from the factory. 3. Fuel for $100.00 for having to commute back and forth to Oconomowoc and the inconvenience of being down to 1 vehicle for 3 weeks. 4. $200.00 to repair the rim that was damaged while in Holz care. My husband and I confronted Holz about trying to scam us out of $1000 + by stating they called our warranty company which they never did and when we confronted them about it they had nothing to say. They accused us of the damage on the vehicle and will not take any responsibility for the damage that was done. I have a case with GMC and Fox 6 news against them for trying to rob us and other people in this community.

  

  Business response

  06/11/2021

  This response is submitted by *** ********, ******* ******* of Holz Motors, Inc. - Watertown. Any time “I” is used in this response, the “I” is *** ********.
  
   The ****** Acadia arrived at our Holz Motors-Watertown (Holz) service department on May 24th, 2021 for the installation of parts previously ordered, to further attempt completion of their vehicle’s repair order opened on May10th, 2021.  The reason that the ****** Acadia came to our service department on May 10th was because its dash cluster showed a “drivers assist warning” light, and the Acadia’s cruise control was not working. On May 10th our Holz service technician researched the problem, and vehicle diagnostics indicated a concern code of 0090. The correction for this code was to replace the “haptic motors” located in the Acadia’s driver’s seat. The haptic motor’s needed to be special ordered from General Motors. When the vehicle returned to us on May 24th, our technician first proceeded to install the new haptic motors, which cleared the 0090 concern code, although the driver assist warning light was still lit on the dash. Our technician test drove the vehicle, and found that the cruise control was still inoperative. He performed a front camera module learn (the front camera module is located in the front bumper fascia and is an integral part of the haptic seat motors as well as the cruise control) during his test drive. The learn device could not establish contact with the front camera module. Our technician then made a physical inspection of the front camera module, and found a connector at the module was broken off. He also found damage to the front bumper cover right where the camera module (technical name: long range radar module) is mounted behind the bumper cover. (I’ve attached the repair order that include our Holz technician’s personal notes) When relaying the results of our technician’s findings by phone to Ms. ******, she asked if replacement of the camera module would be covered under their General Motors warranty. I said no, because there was damage to the bumper cover that caused damage to the camera module, resulting in its failure. I informed Ms. ****** of the customer pay cost for replacement of the front camera control module, which is about $887 plus tax.
  When Mr. and Ms. ****** arrived to pick up their Acadia late in the day on May 25th, they wanted to see the damage to their front bumper fascia. We showed them, and they said that the bumper fascia damage happened to their Acadia in a parking lot, so they didn’t feel it was their fault. They wanted to know why replacement of their camera module could not be covered under warranty. I told them that failure of the camera module was due to damage caused by impact to the bumper fascia, and not a failure of the part itself. General Motors will not pay for a failure due to physical damage to a vehicle. I suggested that they may want to consider filing a claim with their physical damage insurance company, but they expressed no interest in doing that. The ******’s said that they would take their Acadia to ***** ********* ***** in Oconomowoc for repair. Mr. and Ms. ****** left the Holz service department.
   Shortly thereafter Mr. and Ms. ****** returned to the building while our service advisor **** was performing his 6 pm close of business day duties. The ******’s told **** that there was a screw in one of their Acadia’s tires. After **** inspected the screw which was in the Acadia’s right rear tire, he observed that there was road rash on the head of the screw (it was quite ground down), indicating it had likely been in the tire for some time. **** pointed this out to Mr. and Ms. ******, but Ms. ****** insisted that we deliberately damaged their Acadia’s tire and that it was now not safe to drive. Not wanting to upset Ms. ******, our customer, **** said that Holz would be happy to repair the tire for no cost to her. However, due to the time frame of picking up the Acadia (6pm) that we did not have a technician left in the building at that time to fix the tire.  Ms. ****** said that she would have her husband repair the tire at home.  Mr. and Ms. ****** left the Holz service department.
  
  The next day I received a call from Ms. ****** saying that she had decided that she would like Holz to repair her tire with the screw in it. I again confirmed for her that there would be no cost to her for the repair. She said that her husband took off the wheels and tires in their garage, and when he gets home from work that he would bring the vehicle down to for us to repair the right rear tire.  Later that day Mr. ****** brought the Acadia to our Holz service department. BEFORE we began repair on the right rear tire, the technician who was to do the repair, and myself, noticed that there were several scratches in the surface paint of the right rear wheel.  The technician and I brought Mr. ****** to the Acadia to point out the scratches in the right rear wheel, the wheel we would be working with to repair the screw in its tire. Mr. ****** confirmed that he was aware of the pre-existing damage to the Acadia’s right rear wheel. 
   As promised, our Holz service technician repaired the tire at no cost. Mr. ****** accepted return of the Acadia. A little while later (about a half hour) Mr. ****** called to inform me that he had driven the Acadia to his wife’s place of employment. He said he spoke with Ms. ******, and he was calling me back to say that Holz had damaged the Acadia’s right rear wheel. He said that he had pictures to show that the Acadia’s right rear wheel was not damaged prior to the Holz tire repair. Mr. ****** went on to demand that Holz replace all four of the Acadia’s wheels, because we damaged the right rear wheel. I told Mr. ****** that we would not be replacing any of the wheels. I reminded him that the technician and I had shown him the damage to the Acadia’s right rear wheel before we even began the repair to the Acadia’s right rear tire. Wanting to be as helpful as I could to our customer, I told Mr. ****** that I would get a quote on repairing the damage to the right rear wheel, thinking maybe we would repair the wheel for them at cost, or maybe even absorb the cost, just to keep the peace.
   The next day Mr. ****** came to Holz and showed me a picture that he said he had taken in his driveway before we had worked on the Acadia’s right rear tire repair. I looked at the picture and yes, the picture showed an undamaged Acadia wheel. I said to Mr. ****** that the wheel in the picture did not look like it was in the same position on the vehicle as the right rear wheel that had the damage. The next day Mr. ****** came to Holz in late in the afternoon.  We talked in my office (******* *******’s office) and Mr. ****** asked me what the cost was to repair the Acadia’s damaged wheel. Mr. ****** also mentioned to me that he had taken the Acadia over to Ewald Chevrolet Buick (Ewald) in Oconomowoc for the cruise control repair. I told him the wheel repair would cost about $100. Mr. ****** said that was the same quote to repair the wheel that Ewald gave him. Mr. ****** then told me that he would send me Ewald’s estimate for the repair, and he wanted some reimbursement for the wheel repair and for the time he and Ms. ****** had spent on "all of this”. I told Mr. ****** that he could email me Ewald’s estimate, and that we would review the paperwork and then get back to him. Mr. ****** said that he wanted an answer right then and there as to monetary reimbursement. I told Mr. ****** that I would not give him an answer immediately as to monetary reimbursement, but that I would review the Ewald written estimate when he provided it, and then decide how Holz would proceed. I gave him my email address and he left Holz.    
  
  Holz Motors-Watertown and Holz Motors-Hales Corners have both been owned for their entire existence by the Holz family. Holz has been in business for 36 years in Watertown, and 107 years in Hales Corners. We pride ourselves on doing the absolute best for our customers that we can, but certainly within the warranty policy guidelines of our General Motors franchises. We recognize that Mr. and Ms. ****** are very disappointed with their recent visit to our service department. In an effort of customer goodwill, we have sent a check (copy attached) to ******* ****** (the name on our work order) in the amount of $500 to use as Mr. and Ms. ****** wish. We hope this helps to sooth the ill feelings and soften their disappointing experience. Holz will not be issuing a written lifetime warranty to cover repairs to the Acadia’s right rear wheel, as the wheel was damaged before we made repair to the right rear tire.
  
  *** ********
  ******* *******
  Holz Motors, Inc. - Watertown

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