Partain Surveyor

I am rejecting this response because: When we arrived at the dealership yes we were greeted by MrP***, and as he went to shake hands with me I stated that I do not shake hands with any one My wife shook hands with MrP [redacted] and introduced us I told him that we were looking for Cody B [redacted] or Josh and we were told that they were internet sales men And that we would be working with another sales man We went inside and my wife and I went to the restroom and then went to get a cup of coffee Then I told my wife that the truck had been sold this morning And MrB [redacted] told me that they could not transfer this vehicle to any other dealer but Fredericktown Chevy This is just a cover up to get this over with Yes, I was up set about this transaction because we had drove so far to purchase this truck If I had not intended to buy this vehicle I would not have drove miles And according to GM you can not purchase a vehicle on line or that is what I was told by General Motors customer service and since MrB [redacted] told me that the truck would be inside and the paperwork would be waiting for my signature, I assumed that the truck was waiting for me The reason I did not have the coffee cup in my hand I walked my wife to the car and I gave her my empty coffee cup Yes, I was upset but I was not vulgar but I did say that this was a very low thing to do I never made a gesture to throw any thing at any one And I did not throw or drop a cup of coffee in the hallway This is a bunch of nonsense and I take that very personal that I would be that evil I still believe that this is a bait and switch And I still want a formal apology from the dealership, then I will close this case

We spoke with the G.Mcustomer service representative (Rep) that Mr [redacted] interacted with and refers to in his rejection of our response The Repdisputed Mr***’ contention that she told him: “You cannot purchase a vehicle on line.” General Motors is and has been a pioneer in on-line vehicle purchasingWe participate in a GM program called Shop-Click-Drive whose sole purpose is to facilitate the on-line purchase of GM vehicles from its dealerships In fact as I was reading Mr***’ rejection a customer from Florida was in our facility taking delivery of his new Corvette which he had purchased from us on lineIt happens regularlyWhat also happens regularly is customers driving long distances to get to our dealership who end up leaving without purchasing the vehicle they came to look at and consider buying The GM customer service rep also told us that Mr [redacted] became very aggressive with her during their conversationMr [redacted] should be aware that these phone conversations are recorded and that he should represent them accurately in any future communications This is not a complicated matterMr [redacted] was twice given the opportunity to purchase the vehicle prior to traveling to the dealership The first time he told us his son had found a cheaper one somewhere else and the second time he told us he wanted to give us a “special” offer which he only wanted to do in personWe made every effort to wrap something up with Mr [redacted] on the Truck prior to him traveling to the dealershipTrying to actually sell someone the “bait” vehicle you have advertised is generally not what you do in a bait and switch schemeIn any case he knew he had not purchased the vehicle and that it was still on the marketIn my conversation with Mr [redacted] he told me directly that he drove to our dealership not because he had bought the truck but to make us an offer on it As I have stated previously, a customer from Willard, Ohio (who himself had traveled over miles to get to the dealership) showed up at about 11:with the ad in his hand and wanted to purchase the truckBased on our understanding of Ohio Consumer Sales Practices Act we had no lawful reason to not sell this person the truckSo we didSelling a truck you have advertised is not “bait and switch” as Mr***’ innuendo suggestsMr [redacted] could have purchased the truck if he had acted sooner, which he had every opportunity to doI can certainly appreciate Mr***’ disappointment in the end result but it was his coy negotiating tactic, and not anything we did, that resulted in his missed opportunity Mr***’ subsequent behavior was as I have already describedThough, unlike his conversation with GM, nothing was recorded, it did not happen in a vacuumThere were multiple people who observed his behavior and can corroborate what happened Mr***’ actions and language were loud, vulgar and aggressiveAs an employer whose obligation it is to provide a non-hostile work environment for his employees, I feel my decision to discretely ask him to leave the dealership was more than justified In conclusion: We are a dealership located in rural North-Central OhioWe operate in a very transparent and ethical mannerOur processes, procedures and actions can withstand the closest scrutinyWe are experts in Ohio Consumer Law and are an abiding member of the business communityWe advertise aggressive sale prices on all of the new inventory on our website which attracts inquiries from potential purchasers both locally and from many other parts of the State and Nation People have traveled miles to purchase vehicles from usWe enjoy tremendous loyalty from our customers (for which we are grateful) and we always operate lawfully and treat everyone with kindness, empathy and respect

Mr***
first interacted with our dealership on Saturday September 26th at
3:P.MHe spoke on the phone with Cody B*** (a business development
representative) regarding a Silverado PiTruck (stock #15907) advertised
on our websiteMrB***, who was on call because the dealership
was closed,
answered Mr***’ questions and offered to call him on Monday to confirm
availability of the TruckMr*** was contacted on Monday and told the
vehicle was availableHe was asked if he would like to purchase the vehicle
and he responded no because his son had found a white one for less money but he
scheduled an appointment to come look at the vehicle at noon on Tuesday the 29th
We confirmed the appointment with Mr*** later in the day
We re-contacted
Mr*** Tuesday morning to verify that he was still comingAt that time Mr
*** was given a second opportunity to secure the vehicle by purchasing it but
he declinedHe said he had a "special" offer that he wanted to present in
personWe encouraged Mr*** to give us his offer over the phone but again
he declinedMr*** was well aware that he had not purchased the vehicle and
that it was still on the market and could be purchased by someone elseWe
could not force him to buy it or to make us the offer over the phoneIt is my
belief that his coyness and declining to purchase the vehicle was simply part
of a negotiating tactic that, because someone else ended up purchasing the
vehicle prior to his arrival, didn’t work out as he had intended
Because Mr
*** qualified for special incentives from G.Mtied to his Military Service,
we did have discussions with him during one of our phone conversations about
documentation he would need to bringReviewing special incentives and the
required documentation is a standard practice hereWe have helped many
customers save lots of money by doing thisWe, and most of our customers, view
it as providing good customer service
The
individual who ultimately purchased stock #was from Willard, Ohio and drove
approximately miles to get to our dealershipWe first logged him into our
system at 11:the morning of the 29thHe had not spoken with
anyone at the dealership prior to his arrivalHe came with the intention of
purchasing the Truck in question, and didThe transaction was smooth and was
wrapped up shortly after noonBased on my interpretation of the Ohio Consumer
Sales Practices Act (OCSPA) it would have been a non-compliant act for us not
to sell the Purchaser the truck since it was advertised and at that point it
was not soldI believe the law required us to sell him the truck and that we
had no legal grounds to not sell him the truckThe truck was advertised on our
web site for $20,including all discounts and generally available rebates and that is exactly what the purchaser paid for itHad the purchaser been a
member of USAA they could have qualified for an additional special incentive
from GM of $lowering the transaction price to $19,What we did was the
exact opposite of bait and switchWe advertised a vehicle (in fact the
purchaser arrived at the dealership with the ad in his hand) and we sold it for
the advertised offer
Once the
sale was complete we called Mr*** to let him know the status of the vehicle
had changedThis call was made at approximately 12:Josh M*** made the call and spoke to
Mrs***She told him that they were minutes out from the dealership
Because they were so close he decided to wait until they had arrived at the
dealership to discuss the situation
The *** were greeted by Seth P*** when they arrived at the dealershipMr***
declined Seth’s offer of a handshake and would not identify himself or tell
Seth why they were thereSeth told Mr*** that Cody was unavailable and
that he (Seth) would help themOnce Seth knew who they were and why they were
there he sat them down in his office and brought his Manager, Art S***, in
to explain the situationWhile Art tried to explain what had happened Mr
*** became loud, argumentative and used vulgar and disparaging languageHe stood
up and made an aggressive gesture toward Art like he was going to throw his cup
of hot coffee on himBoth Art and Seth were startled and jumped
At that
point we lost track of Mr*** for a few minutes but a cup of coffee got
tossed in the hallway leading to the restrooms making a big mess
Mr***
went to Art’s office and demanded that he speak to Cody but Cody was still not
availableArt brought Mr*** back to our conference room because he was
being loud and disruptive on the showroomIt was there that I joined the
conversationMr*** (who no longer had his cup of coffee) told me he knew
that he had not purchased the vehicle and that he had come to the dealership to
make us an offerIt was also obvious that he was very angry about the
situationBased on that interaction and conversation with Mr*** I knew
that we had acted lawfully and in accordance with our own internal policies and
proceduresBecause of his inappropriate
and disruptive language and behavior I asked Mr*** to leave the dealership
He complied but on the way out he uttered a very vulgar and nasty epithet at
Seth P***
We believe
we acted ethically, lawfully, professionally, and appropriately at all times during our
interactions with Mr*** and that no further action is necessitated

I am rejecting this response because:
When we arrived at the dealership yes we were greeted by Mr. P[redacted], and as he went to shake hands with me I stated that I do not shake hands with any one.  My wife shook hands with Mr. P[redacted] and introduced us.  I told him that we were looking for Cody B[redacted] or Josh and we were told that they were internet sales men.  And that we would be working with another sales man.  We went inside and my wife and I went to the restroom and then went to get a cup of coffee.    Then I told my wife that the truck had been sold this morning.  And Mr. B[redacted] told me that they could not transfer this vehicle to any other dealer but Fredericktown Chevy.  This is just a cover up to get this over with.  Yes, I was up set about this transaction because we had drove so far to purchase this truck.  If I had not intended to buy this vehicle I would not have drove 135 miles.  And according to GM you can not purchase a vehicle on line or  that is what I was told by General Motors customer service and since Mr. B[redacted] told me that the truck would be inside and the paperwork would be waiting for my signature, I assumed that the truck was waiting for me.  The reason I did not have the coffee cup in my hand I walked my wife to  the car and I gave her my empty coffee cup.  Yes,  I was upset but I was not vulgar but I did say that this was a very low thing to do.  I never made a gesture to throw any thing at any one.   And I did not throw or drop a cup of coffee in the hallway.  This is a bunch of nonsense and I take that very personal that I would be that evil.  I still believe that this is a bait and switch    And I still want a formal apology from the dealership, then I will close this case.

We spoke with the G.M. customer service representative (Rep)
that Mr. [redacted] interacted with and refers to in his rejection of our response.
The Rep. disputed Mr. [redacted]’ contention that she told him: “You cannot purchase
a vehicle on line.” General Motors is and has been a pioneer in on-line vehicle
purchasing. We participate in a GM program called Shop-Click-Drive whose sole
purpose is to facilitate the on-line purchase of GM vehicles from its dealerships.
In fact as I was reading Mr. [redacted]’ rejection a customer
from Florida was in our facility taking delivery of his new Corvette which he
had purchased from us on line. It happens regularly. What also
happens regularly is customers driving long distances to get to our dealership
who end up leaving without purchasing the vehicle they came to look at and
consider buying.
The GM customer service rep also told us that Mr. [redacted]
became very aggressive with her during their conversation. Mr. [redacted] should be
aware that these phone conversations are recorded and that he should represent
them accurately in any future communications.
This is not a complicated matter. Mr. [redacted] was twice given
the opportunity to purchase the vehicle prior to traveling to the dealership.
The first time he told us his son had found a cheaper one somewhere else and
the second time he told us he wanted to give us a “special” offer which he only
wanted to do in person. We made every effort to wrap something up with Mr.
[redacted] on the Truck prior to him traveling to the dealership. Trying to actually
sell someone the “bait” vehicle you have advertised is generally not what you
do in a bait and switch scheme. In any case he knew he had not purchased the
vehicle and that it was still on the market. In my conversation with Mr. [redacted]
he told me directly that he drove to our dealership not because he had bought
the truck but to make us an offer on it.
As I have stated previously, a customer from Willard, Ohio
(who himself had traveled over 45 miles to get to the dealership) showed up at
about 11:30 with the ad in his hand and wanted to purchase the truck. Based on
our understanding of Ohio Consumer Sales Practices Act we had no lawful reason
to not sell this person the truck. So we did. Selling a truck you have
advertised is not “bait and switch” as Mr. [redacted]’ innuendo suggests. Mr. [redacted]
could have purchased the truck if he had acted sooner, which he had every
opportunity to do. I can certainly appreciate Mr. [redacted]’ disappointment in the
end result but it was his coy negotiating tactic, and not anything we did, that
resulted in his missed opportunity.
Mr. [redacted]’ subsequent behavior was as I have already
described. Though, unlike his conversation with GM, nothing was recorded, it
did not happen in a vacuum. There were multiple people who observed his
behavior and can corroborate what happened. 
Mr. [redacted]’ actions and language were loud, vulgar and aggressive. As an
employer whose obligation it is to provide a non-hostile work environment for
his employees, I feel my decision to discretely ask him to leave the dealership
was more than justified.
In conclusion:  We are
a dealership located in rural North-Central Ohio. We operate in a very
transparent and ethical manner. Our processes, procedures and actions can
withstand the closest scrutiny. We are experts in Ohio Consumer Law and are an
abiding member of the business community. We advertise aggressive sale prices
on all of the new inventory on our website which attracts inquiries from
potential purchasers both locally and from many other parts of the State and Nation.
People have traveled 1500 miles to purchase vehicles from us. We enjoy
tremendous loyalty from our customers (for which we are grateful) and we always
operate lawfully and treat everyone with kindness, empathy and respect.