"Customer's car broke down in the middle of South Tacoma Way on a rainy night Two of our salesmen helped them push the car up the hill to the East lot At that point, customers pretended to be interested in purchasing a vehicle from us but without knowing the extent of the mechanical problems on their trade, the numbers could not be finalized So they were lent the vehicle they wanted to purchase overnight Their "trade" was picked up by our service department early the next morning, and brought across the street to diagnose for us, but a someone in service thought it was a trade in, so they actually removed the plates and put on our STA inserts When customers came in to finalize the purchase on the new car, they made a ridiculous offer that would never work They in essence wanted to trade straight across between their $trade and our $car Since we could not make that deal, I asked them very nicely to do the right thing and at least pay for the diagnosis on their vehicle, which was about $ But the customer got very snotty, and asked me if they "had signed anything for the diagnosis No? Then we don't have to pay anything." So I very nicely got them their keys and wished them a good day.It was later that day, after customers had picked up their car, that they called me because their plates were missing And he also mentioned some CD's missing I apologized and told him to stop in and I would check with Service We did find the plates, but no one in service had taken anything out of the car, which is something that only happens once car goes to detail But that does not happen even on actual trades, until the deal is funded anyways, so there was no reason to clean out the car When customer came in the next morning, we gave him his plates, but he insisted that he was now missing CD's, MPplayers and other electronics Service tried to talk some sense into him but he would not be reasonable And he was getting boisterous, saying that he was not "going to leave until he got his stuff." At that point, after me and everyone in service had tried to explain to him that we did not take anything from the car yet he continued to insist, and was getting louder at the service desk, I asked him very politely, in the same tone his wife had used with me the previous day, "Do you have a receipt for your items? Did we sign anything?" He said, "No, but I'm going to call the police." He went outside and used his cell phone to call the police, I know because after about minutes he came back in to talk to me to tell me that I needed to watch my people in service, because they are problem and then he left And right about then, I got a call from the police department to ask me if I needed any help with the irate customer that had just called them They offered to send a patrol car to remove him from the premises, but I told them that everything was ok, the customer had already leftAnd that's the whole story, this is the first I hear about missing gas."
Our management team offered to remove the offending device and refund the cost of the device We would prefer the opportunity to make any repairsWhen necessary, we do send vehicles to the franchise dealer to make a repair if we are not equipped to do so; however, that is typically a direct business to business transaction We have an appointment with this customer today to discuss resolution options
This refund was issued on March 31st and a receipt for the refund was provided to the customers when they came to the dealership that evening
I apologize for the delay, I just now received this I am researching this complaint and will respond as soon as possible! Thank you for your patience
"Customer's car broke down in the middle of South Tacoma Way on a rainy night Two of our salesmen helped them push the car up the hill to the East lot At that point, customers pretended to be interested in purchasing a vehicle from us but without knowing the extent of the mechanical problems on their trade, the numbers could not be finalized So they were lent the vehicle they wanted to purchase overnight Their "trade" was picked up by our service department early the next morning, and brought across the street to diagnose for us, but a someone in service thought it was a trade in, so they actually removed the plates and put on our STA inserts When customers came in to finalize the purchase on the new car, they made a ridiculous offer that would never work They in essence wanted to trade straight across between their $trade and our $car Since we could not make that deal, I asked them very nicely to do the right thing and at least pay for the diagnosis on their vehicle, which was about $ But the customer got very snotty, and asked me if they "had signed anything for the diagnosis No? Then we don't have to pay anything." So I very nicely got them their keys and wished them a good day.It was later that day, after customers had picked up their car, that they called me because their plates were missing And he also mentioned some CD's missing I apologized and told him to stop in and I would check with Service We did find the plates, but no one in service had taken anything out of the car, which is something that only happens once car goes to detail But that does not happen even on actual trades, until the deal is funded anyways, so there was no reason to clean out the car When customer came in the next morning, we gave him his plates, but he insisted that he was now missing CD's, MPplayers and other electronics Service tried to talk some sense into him but he would not be reasonable And he was getting boisterous, saying that he was not "going to leave until he got his stuff." At that point, after me and everyone in service had tried to explain to him that we did not take anything from the car yet he continued to insist, and was getting louder at the service desk, I asked him very politely, in the same tone his wife had used with me the previous day, "Do you have a receipt for your items? Did we sign anything?" He said, "No, but I'm going to call the police." He went outside and used his cell phone to call the police, I know because after about minutes he came back in to talk to me to tell me that I needed to watch my people in service, because they are problem and then he left And right about then, I got a call from the police department to ask me if I needed any help with the irate customer that had just called them They offered to send a patrol car to remove him from the premises, but I told them that everything was ok, the customer had already leftAnd that's the whole story, this is the first I hear about missing gas."
Our management team offered to remove the offending device and refund the cost of the device We would prefer the opportunity to make any repairsWhen necessary, we do send vehicles to the franchise dealer to make a repair if we are not equipped to do so; however, that is typically a direct business to business transaction We have an appointment with this customer today to discuss resolution options