Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12651823, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
I do not wish to go through the process again. I spent a lot of time on the phone with [redacted] the day before getting approved, giving her my social security number as well as my Husban's social security. [redacted] said, "everything is set, my monthly payments would be $189 plus tax, all I have to do is come and sign the paper work and pick up the Traverse. it should not take more than 45 minutes". I told [redacted] I would be there at 3pm one hour before they close at 4pm. I even called [redacted] just before got there to get directions because I missed a turn 3 block a way. However; I was told by her co-worker [redacted] does not work from this location.
Regards,
[redacted]
To whom it may concern: On Saturday 10/8/18 a [redacted] was in our store. At approx. 6pm (almost 2 hours after close) [redacted] the Finance Manager who was handling his paperwork and financing came up to me and asked me to help him out as things took a turn for...
the worse. Until this moment, I had never once spoke to this gentleman - EVER. I got to know [redacted] for probably a total of 4-5 mins before he left. I tried my best to isolate why he was so mad and let him know I was only stepping in to help-not make things worse. Sometimes things are so far gone, no one can save it. But on behalf of my teams time, effort and because we were kept after hours, I gave it my best. I learned he was mad at the interest rate we quoted him. Mind you, he was here buying his own lease-this was not a car we even had for sale. These transactions are of courtesy. He referenced Bank of America having a certain rate. We listened to him and sent him into Bank of America and he was denied. I’m positive that didn’t sit well with him but at that hour on a Saturday I was unable to get a supervisor to look deeper at why his branch told him one thing and the system disagreed. I believe the system disagreed due to a BK on his credit file of which he argued. At this point it was clear that it did NOT matter what I said or did he was leaving regardless. This complaint is from his son. He was not present and his words do NOT depict my experience whatsoever. This has been exaggerated and blow out of proportion. There was zero screaming. He hardly spoke. There is no reason for his parents to be worried or scared. As for the military references, we value and appreciate the Military here at Feldman Chevrolet of Novi and have done several philanthropic events supporting them. I am sorry [redacted] was frustrated but I don’t think it had anything to do with me-I’m just the scapegoat. I have a reputation here of trying to help my team through the most difficult cases and at times the results don’t match the efforts or intent. I wish I had more than 4-5 mins to get the know him. I believe if he had, I would have been able to show him what I am really all about and would have fought to help him find a favorable outcome he would have appreciated. Regards, [redacted] General Sales Manager Feldman Chevrolet of Novi *Email: [redacted] ( Office: [redacted] ( Direct: [redacted]
A copy of this Letter will be sent directly to the customers Father as requested. [redacted], I’m sorry things went wrong when you were here attempting to buy your current leased vehicle. When I got to you that Saturday at almost 6pm I could tell you were annoyed as you stated but I was there to help. I was not there to make things worse and I’m sorry if I did. I understand that some cases are hard to fix but I always try for my team. I wish we could have gotten to know each other for more than the few minutes I received because I’m sure you would have seen us listen and try to work towards the goals you had. Please let me know if there is anything I can do for you going forward. I’d do anything to help. [redacted] General Sales Manager Feldman Chevrolet of Novi *Email: [redacted] ( Office: [redacted] ( Direct: [redacted]
To whom it may concern, The Feldman Auto group takes great pride in our ad pricing and we take a lot of time to advertise pricing that is accurate to each customers qualifications. We advertise in each case the lowest possible price with full disclosure clearly stating what is needed to get to those...
payments. Unfortunately not everyone qualifies for all of the rebates which can change the payments upward in some cases. We without question give every customer each and every incentive that they have coming to them to get our customer the lowest possible payment on whatever car they choose. Once again we are sorry that the pricing was higher in this particular case and I would be glad to revisit those numbers with you myself and see what we can come up with. Thanks, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11785896, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
This is complete and utter nonsense, for one my father is not one to be quick to anger, I have known this man all my life (38yrs) and to say he was angry because they couldn't get him a rate or a quote, or was denied and that's why he was pissed and lost his temper. to say he talked to him for a moment or 5 moments~ then clearly they company was doing something wrong to agitate irritate or cause my father to get upset. there is obviously more to the story that this [redacted] has stated.!!!!second I have read multiple reports on [redacted] and the dealership in which he works at that is called very unfriendly and rude. Many reviews form people that have dealt with him and the dealer ~ per multiple reviews ~ several sites I reject his excuse and or saying that he only talked to my father for a moment and therefore things went wrong, he was vague in his detail, nor did he explain in detail like a professional respectable business manager would. Again if the customer is wrong than he is wrong however the customer should never be treated how he was treated ~ chased out of the store or off the property. All customer relations management Professionals know (Professionals ~ have witnesses, documentation police reports, dealer reports, video, and Managers above them that if a situation is out of control, that in an argument with a customer you find an upper chain of command to help and aid the customer or situation. you do not escalate the situation.) therefore it sounds like what needs to happen is a video tape of the incident should be seen and gone over to rectify the situation. I ask by the freedom of information act to see the video and all information regarding this situation that was written in a timely matter. However I am suspicious of perhaps this dealer not following protocol, or creating fraudulent documentation in lieu of protecting an individual. ([redacted]) All I am asking for is an apology to my father, I do not want this to continue further~ however I will if this can not be obtained by the professional courtesy, of [redacted].. or his from his boss.Sincerely and Regards,
[redacted]
To whom it may concern, At this time the dealership has tried contacting the customer and as stated in the response, the customer is not willing to go through the process to complete a vehicle purchase with the location. The team will continue to reach out to the customer to do our best to meet the expectations set. The specific employee noted is no longer employed at the location and we welcome the opportunity to help in any way possible. Thank you for your time and follow up.**Compliance directorFeldman Chevrolet of Novi
Hello, Thank you for bringing this to our attention. After reserching the information we discovered, the Total vehicle repairs were over $12,000. Repairs of this magnitude do take time to complete. We did not receive insurance approval to being repairs until 8/31. There was supplemental...
damages found after disassembly. Customer was promised 4-6 weeks from 9/13. Vehicle was delivered to Livonia as requested 10/19 and picked up by customer 10/21. There were no issues at time of delivery in Livonia. The customer has their vehicle back and has not contacted us with any furter issues. Thank you for your time, if any more information is needed please let us know. Feldman Chevrolet of Livonia
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12651823, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
I do not wish to go through the process again. I spent a lot of time on the phone with [redacted] the day before getting approved, giving her my social security number as well as my Husban's social security. [redacted] said, "everything is set, my monthly payments would be $189 plus tax, all I have to do is come and sign the paper work and pick up the Traverse. it should not take more than 45 minutes". I told [redacted] I would be there at 3pm one hour before they close at 4pm. I even called [redacted] just before got there to get directions because I missed a turn 3 block a way. However; I was told by her co-worker [redacted] does not work from this location.
Regards,
[redacted]
To whom it may concern: On Saturday 10/8/18 a [redacted] was in our store. At approx. 6pm (almost 2 hours after close) [redacted] the Finance Manager who was handling his paperwork and financing came up to me and asked me to help him out as things took a turn for...
the worse. Until this moment, I had never once spoke to this gentleman - EVER. I got to know [redacted] for probably a total of 4-5 mins before he left. I tried my best to isolate why he was so mad and let him know I was only stepping in to help-not make things worse. Sometimes things are so far gone, no one can save it. But on behalf of my teams time, effort and because we were kept after hours, I gave it my best. I learned he was mad at the interest rate we quoted him. Mind you, he was here buying his own lease-this was not a car we even had for sale. These transactions are of courtesy. He referenced Bank of America having a certain rate. We listened to him and sent him into Bank of America and he was denied. I’m positive that didn’t sit well with him but at that hour on a Saturday I was unable to get a supervisor to look deeper at why his branch told him one thing and the system disagreed. I believe the system disagreed due to a BK on his credit file of which he argued. At this point it was clear that it did NOT matter what I said or did he was leaving regardless. This complaint is from his son. He was not present and his words do NOT depict my experience whatsoever. This has been exaggerated and blow out of proportion. There was zero screaming. He hardly spoke. There is no reason for his parents to be worried or scared. As for the military references, we value and appreciate the Military here at Feldman Chevrolet of Novi and have done several philanthropic events supporting them. I am sorry [redacted] was frustrated but I don’t think it had anything to do with me-I’m just the scapegoat. I have a reputation here of trying to help my team through the most difficult cases and at times the results don’t match the efforts or intent. I wish I had more than 4-5 mins to get the know him. I believe if he had, I would have been able to show him what I am really all about and would have fought to help him find a favorable outcome he would have appreciated. Regards, [redacted] General Sales Manager Feldman Chevrolet of Novi *Email: [redacted] ( Office: [redacted] ( Direct: [redacted]
A copy of this Letter will be sent directly to the customers Father as requested. [redacted], I’m sorry things went wrong when you were here attempting to buy your current leased vehicle. When I got to you that Saturday at almost 6pm I could tell you were annoyed as you stated but I was there to help. I was not there to make things worse and I’m sorry if I did. I understand that some cases are hard to fix but I always try for my team. I wish we could have gotten to know each other for more than the few minutes I received because I’m sure you would have seen us listen and try to work towards the goals you had. Please let me know if there is anything I can do for you going forward. I’d do anything to help. [redacted] General Sales Manager Feldman Chevrolet of Novi *Email: [redacted] ( Office: [redacted] ( Direct: [redacted]
To whom it may concern, The Feldman Auto group takes great pride in our ad pricing and we take a lot of time to advertise pricing that is accurate to each customers qualifications. We advertise in each case the lowest possible price with full disclosure clearly stating what is needed to get to those...
payments. Unfortunately not everyone qualifies for all of the rebates which can change the payments upward in some cases. We without question give every customer each and every incentive that they have coming to them to get our customer the lowest possible payment on whatever car they choose. Once again we are sorry that the pricing was higher in this particular case and I would be glad to revisit those numbers with you myself and see what we can come up with. Thanks, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11785896, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
This is complete and utter nonsense, for one my father is not one to be quick to anger, I have known this man all my life (38yrs) and to say he was angry because they couldn't get him a rate or a quote, or was denied and that's why he was pissed and lost his temper. to say he talked to him for a moment or 5 moments~ then clearly they company was doing something wrong to agitate irritate or cause my father to get upset. there is obviously more to the story that this [redacted] has stated.!!!!second I have read multiple reports on [redacted] and the dealership in which he works at that is called very unfriendly and rude. Many reviews form people that have dealt with him and the dealer ~ per multiple reviews ~ several sites I reject his excuse and or saying that he only talked to my father for a moment and therefore things went wrong, he was vague in his detail, nor did he explain in detail like a professional respectable business manager would. Again if the customer is wrong than he is wrong however the customer should never be treated how he was treated ~ chased out of the store or off the property. All customer relations management Professionals know (Professionals ~ have witnesses, documentation police reports, dealer reports, video, and Managers above them that if a situation is out of control, that in an argument with a customer you find an upper chain of command to help and aid the customer or situation. you do not escalate the situation.) therefore it sounds like what needs to happen is a video tape of the incident should be seen and gone over to rectify the situation. I ask by the freedom of information act to see the video and all information regarding this situation that was written in a timely matter. However I am suspicious of perhaps this dealer not following protocol, or creating fraudulent documentation in lieu of protecting an individual. ([redacted]) All I am asking for is an apology to my father, I do not want this to continue further~ however I will if this can not be obtained by the professional courtesy, of [redacted].. or his from his boss.Sincerely and Regards,
[redacted]
To whom it may concern, At this time the dealership has tried contacting the customer and as stated in the response, the customer is not willing to go through the process to complete a vehicle purchase with the location. The team will continue to reach out to the customer to do our best to meet the expectations set. The specific employee noted is no longer employed at the location and we welcome the opportunity to help in any way possible. Thank you for your time and follow up.**Compliance directorFeldman Chevrolet of Novi
Hello, Thank you for bringing this to our attention. After reserching the information we discovered, the Total vehicle repairs were over $12,000. Repairs of this magnitude do take time to complete. We did not receive insurance approval to being repairs until 8/31. There was supplemental...
damages found after disassembly. Customer was promised 4-6 weeks from 9/13. Vehicle was delivered to Livonia as requested 10/19 and picked up by customer 10/21. There were no issues at time of delivery in Livonia. The customer has their vehicle back and has not contacted us with any furter issues. Thank you for your time, if any more information is needed please let us know. Feldman Chevrolet of Livonia