Stoops Automotive Group received the initial request to respond for the complaint ID listed above and responded accordingly. However, we recently received via certified mail an additional request to respond to the same complaint. Therefore, this is our second attempt to provide you our response to...
the complaint initiated by Mr. [redacted]. Below is a brief description of the interaction between the staff of Stoops Automotive Group and Mr. [redacted]. Also, please review the attachment for additional reference to the description.On 9/18/2015, Mr. [redacted] submitted a request for information on a 2015 Sierra 1500 Rocky Ridge vehicle we had available and listed for saloon our website. (All communication and contact is listed by dote/time on pages I and 2 of attachment) Since our dealership was closed during the time his request was submitted, our customer relationship management software followed our "after hours" process. On 9/20/2015 an additional automated email was sent to Mr. [redacted], shortly after he sent his first reply email to the dealership. (Automated email & Customer reply page 3 of attachment) As you can see from his first reply to our dealership, Mr. [redacted] was already confrontational and we had not even had any communication regarding his initial vehicle of interest up to this point.On 9/21/2015, Cortney G[redacted], Customer Relations Agent; Stoops - sent Mr. [redacted] an additional email with more information regarding his vehicle of interest, along With similar vehicles that he may be interested in purchasing. (Pages 4-5 of attachment) At this time, Ms. Gale was unaware that General Motors had "pushed" additional rebates to a select few of our trucks within our online inventory Therefore, one of the trucks listed in the email to Mr. [redacted] did in fact have an error on the price with over $4,000 in additional savings that were not available to him or any customer whom would have expressed interest in the vehicle.Later in the day of 9/21/2015, Christina M[redacted], Customer Relations Agent; Stoops - made her first attempt to speak with Mr. [redacted] by phone. During this conversation he provided her details regarding his intent to purchase and they discussed setting up a time for him to visit the showroom. At this time, Mr. [redacted] informed Ms. M[redacted] that he may be more interested in a different truck that was listed on the email our team had sent him earlier in the day. She made note of that and other details of the conversation. He also specifically asked if he qualified for GMS via his grandfather, could he use that in addition to the prices listed on the website. Ms. M[redacted] informed him that all the 2015 GMC Sierra models were already listed online with the GMS discount and if he did in fact qualify our sales and product specialist could review his personal purchasing options during his visit. He replied that he would be coming to the dealership within the next hour.Ms. M[redacted] then informed me of the customer appointment and I continued to follow our appointment process between the Customer Relations Team and our Sales Team. Shortly before Mr. [redacted] arrived, I noticed the error on the price within the email that was initially sent to him that day. Therefore, we made an attempt to contact Mr. [redacted] by phone and were unable to reach him. At this time, we were also able to make the price correction to the vehicle and the select other vehicles that had an error within the software provided by General Motors. These corrections are done in real-time; therefore they reflected the correct price within a matter or minuets. (Pages 6,7,8 of attachment displays the inventory listing error and provide dew/Is of our advertising disclaimers)On 9/21/2015 at approximately 4:45 p.m. Mr. [redacted] and his wife arrived to the dealership for their scheduled appointment. I provided all the details to our Product Specialist, Brock W[redacted] and our Truck Manager, Dale R[redacted]. Both Mr. W[redacted] and Mr. R[redacted] were aware of the price error and discussed this with Mr. [redacted] immediately. Obviously, Mr. [redacted] was upset and our team did everything possible to explain to him the error and bow we were willing to review all his purchasing options to provide him the best possible purchase or leasing we could offer him that day. Mr R[redacted], proceeded to demonstrate a similar 2015 GMC Sierra to Mr. [redacted], we appraised both his trade-in vehicles to determine market trade-in value, and provided Mr. [redacted] with all this Information. During the approximately 2 hours he spent at our dealership, Mr. [redacted] seemed to be content with accepting the error in price and was interested in seeing what options we could provide him for his trade-in vehicle and leasing a new 2015 GMC Sierra. At the time our Sales Team discussed his trade-in values, Mr. [redacted] again became confrontational. After a detailed discussion on his trade-in and leasing options, Mr. [redacted] left the dealership without purchasing or leasing a vehicle. Ultimately, we came very close to offering him a very similar purchase / lease offer to the truck that was listed in error. However, Mr. [redacted] felt one of his trade-in vehicles was worth $4,000 more that market trade-In value and we were unable to come to terms with him at that time.On 9/22/2015, Mr. [redacted] sent an email to our Customer Relations Team regarding his visit (Page 9 of attachment) On 9/23/2015, I responded to Mr. [redacted]'s email and requested that he reach out to Mr. S[redacted] or me directly if he would like additional information or to work with us on resolving his concern. We have not had any further contact with Mr. [redacted] from that point through today.In conclusion, our response to this customer complaint still reflects the response sent to the customer on 9/2312015. Our dealership staff was not knowingly deceptive and/or any reasonable consumer would have questioned an error when comparing the prices of all the similar vehicles. Our dealership follows all local and national FTC rules and regulations, regarding all forms of advertising. Based on all the information provided, we feel Mr. [redacted]'s claim of "bait and switch" practices are inaccurate and we made every effort possible when working with him to come to terms regarding his purchase and/or complaint. Please contact me directly for any further information regarding complaint ID: [redacted]. Also, please provide a reply to our response to ensure that your office has received this written response and/or to gather any additional information.Thank you in advance for your time and for allowing us at Stoops Automotive Group the opportunity to discuss this customer complaint with you in detail.Sincerely,Erin K[redacted]Business Development & Customer Relations, DirectorStoops Automotive Group765-587-5055ek[redacted]@stoopsauto.com
Stoops Automotive Group received the initial request to respond for the complaint ID listed above and responded accordingly. However, we recently received via certified mail an additional request to respond to the same complaint. Therefore, this is our second attempt to provide you our response to...
the complaint initiated by Mr. [redacted]. Below is a brief description of the interaction between the staff of Stoops Automotive Group and Mr. [redacted]. Also, please review the attachment for additional reference to the description.On 9/18/2015, Mr. [redacted] submitted a request for information on a 2015 Sierra 1500 Rocky Ridge vehicle we had available and listed for saloon our website. (All communication and contact is listed by dote/time on pages I and 2 of attachment) Since our dealership was closed during the time his request was submitted, our customer relationship management software followed our "after hours" process. On 9/20/2015 an additional automated email was sent to Mr. [redacted], shortly after he sent his first reply email to the dealership. (Automated email & Customer reply page 3 of attachment) As you can see from his first reply to our dealership, Mr. [redacted] was already confrontational and we had not even had any communication regarding his initial vehicle of interest up to this point.On 9/21/2015, Cortney G[redacted], Customer Relations Agent; Stoops - sent Mr. [redacted] an additional email with more information regarding his vehicle of interest, along With similar vehicles that he may be interested in purchasing. (Pages 4-5 of attachment) At this time, Ms. Gale was unaware that General Motors had "pushed" additional rebates to a select few of our trucks within our online inventory Therefore, one of the trucks listed in the email to Mr. [redacted] did in fact have an error on the price with over $4,000 in additional savings that were not available to him or any customer whom would have expressed interest in the vehicle.Later in the day of 9/21/2015, Christina M[redacted], Customer Relations Agent; Stoops - made her first attempt to speak with Mr. [redacted] by phone. During this conversation he provided her details regarding his intent to purchase and they discussed setting up a time for him to visit the showroom. At this time, Mr. [redacted] informed Ms. M[redacted] that he may be more interested in a different truck that was listed on the email our team had sent him earlier in the day. She made note of that and other details of the conversation. He also specifically asked if he qualified for GMS via his grandfather, could he use that in addition to the prices listed on the website. Ms. M[redacted] informed him that all the 2015 GMC Sierra models were already listed online with the GMS discount and if he did in fact qualify our sales and product specialist could review his personal purchasing options during his visit. He replied that he would be coming to the dealership within the next hour.Ms. M[redacted] then informed me of the customer appointment and I continued to follow our appointment process between the Customer Relations Team and our Sales Team. Shortly before Mr. [redacted] arrived, I noticed the error on the price within the email that was initially sent to him that day. Therefore, we made an attempt to contact Mr. [redacted] by phone and were unable to reach him. At this time, we were also able to make the price correction to the vehicle and the select other vehicles that had an error within the software provided by General Motors. These corrections are done in real-time; therefore they reflected the correct price within a matter or minuets. (Pages 6,7,8 of attachment displays the inventory listing error and provide dew/Is of our advertising disclaimers)On 9/21/2015 at approximately 4:45 p.m. Mr. [redacted] and his wife arrived to the dealership for their scheduled appointment. I provided all the details to our Product Specialist, Brock W[redacted] and our Truck Manager, Dale R[redacted]. Both Mr. W[redacted] and Mr. R[redacted] were aware of the price error and discussed this with Mr. [redacted] immediately. Obviously, Mr. [redacted] was upset and our team did everything possible to explain to him the error and bow we were willing to review all his purchasing options to provide him the best possible purchase or leasing we could offer him that day. Mr R[redacted], proceeded to demonstrate a similar 2015 GMC Sierra to Mr. [redacted], we appraised both his trade-in vehicles to determine market trade-in value, and provided Mr. [redacted] with all this Information. During the approximately 2 hours he spent at our dealership, Mr. [redacted] seemed to be content with accepting the error in price and was interested in seeing what options we could provide him for his trade-in vehicle and leasing a new 2015 GMC Sierra. At the time our Sales Team discussed his trade-in values, Mr. [redacted] again became confrontational. After a detailed discussion on his trade-in and leasing options, Mr. [redacted] left the dealership without purchasing or leasing a vehicle. Ultimately, we came very close to offering him a very similar purchase / lease offer to the truck that was listed in error. However, Mr. [redacted] felt one of his trade-in vehicles was worth $4,000 more that market trade-In value and we were unable to come to terms with him at that time.On 9/22/2015, Mr. [redacted] sent an email to our Customer Relations Team regarding his visit (Page 9 of attachment) On 9/23/2015, I responded to Mr. [redacted]'s email and requested that he reach out to Mr. S[redacted] or me directly if he would like additional information or to work with us on resolving his concern. We have not had any further contact with Mr. [redacted] from that point through today.In conclusion, our response to this customer complaint still reflects the response sent to the customer on 9/2312015. Our dealership staff was not knowingly deceptive and/or any reasonable consumer would have questioned an error when comparing the prices of all the similar vehicles. Our dealership follows all local and national FTC rules and regulations, regarding all forms of advertising. Based on all the information provided, we feel Mr. [redacted]'s claim of "bait and switch" practices are inaccurate and we made every effort possible when working with him to come to terms regarding his purchase and/or complaint. Please contact me directly for any further information regarding complaint ID: [redacted]. Also, please provide a reply to our response to ensure that your office has received this written response and/or to gather any additional information.Thank you in advance for your time and for allowing us at Stoops Automotive Group the opportunity to discuss this customer complaint with you in detail.Sincerely,Erin K[redacted]Business Development & Customer Relations, DirectorStoops Automotive Group765-587-5055ek[redacted]@stoopsauto.com