Clovis Auto Cars

Initial Business Response /* (1000, 7, 2016/01/20) */
Thank you for reaching out in regards to Mr*** I reviewed the events in the complaint
with *** *** todayMr*** was looking at a Volkswagen Golf
that included the first year oil change at no charge from VW of
AmericaMr***
decided to purchase a Volkswagen Golf that did not include any services at
no charge because the infotainment system on the had a feature called "ApConnect"
that was not available on the *** remembers going over this during the
process of the sale, and the finance manager also reviews this when offering up
the option of pre-paid maintenence that the MrOrejel could have purchased at
the time of saleMr*** declined all extended warranties and services
Mr*** came in for his first oil change and met with our service advisor ***
*** brought Mr*** into the salesman ***'s office after the customer stated he
was promised a free first oil change and said *** had promised a free first serviceThe customer
walked into the salesman's office and asked him why he lied and insisted the salesperson lied
to him several months before while selling him the car
After talking to all the employees involved, it's obvious we wouldn't promise then take away ANYTHING from a customer
just to sell a carThe idea that we would promise a free oil change and then fight a customer
over not giving it is not a realistic situation at Clovis Volkswagen
It does seem that my salesman, and his manager responded to Mr*** accusations of lying
in a rather defensive mannerI have asked that in the future my staff discuss with me any free
items customers are asking for before they decline themThe salesman and service advisor
did offer Mr*** a nominal discount on his oil change and Mr*** acceptedI have instructed
the service department to perform the customer's next oil change free of charge if completed by the
Dec 31st, I think this would have been resolved in a better manner if the customer approached
the sales department and explained that he misunderstood why he was being charged as opposed calling
the salesman a liar
Please pass my apologies to Mr*** for the misunderstanding and to call me or email me directly
if he has any questions
Thank You!
Sincerely,
Dean Bumgarner
General Manager
Initial Consumer Rebuttal /* (3000, 9, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I made the appointment online I inquired to verify that the first factory service on the vehicle was complimentary and requested that they reach back out to me, but I never heard backThis is an issue that could have been very easily solved by taking the time to contact me and explain to me where the confusion stemmed from before I even walked in the doorsince this had not been clarified I made arrangements with work to allow me the time to go across town to get the car serviced at the locationAfter I was informed that I was not entitled to a complimentary service I explained to the salesman why I had that impression and he told me that he would go and speak to his manager and see what they could do for meI never got the opportunity to speak to any management so the notion that I called various staff liars is greatly exaggeratedI told the salesman that I was upset because having purchased the vehicle only three months prior I clearly remember us discussing the amount of miles I would be driving and how I would only be allowed one complimentary oil change on the floor model vehicle that I was interested in and ended up purchasingAt this time I am not interested in continuing to do business with this dealership or service center so would much prefer to simply be reimbursed
Thank You