Winegardner Buick GMC of Prince Frederick

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: There was never any time frame stated to us as to when we needed to pick the vehicle up The salesperson called me at least times on Friday concerning my filling out the credit application and whether we were trading in a vehicle or not They had my cell phone number and could have called me Friday evening or Saturday They called my husband Sat morning and he told them then that he was hanging a door and we would be down later When we went down Sat afternoon, they had sold the vehicle to someone else They had approved my credit application and told us what interes rate we would have We considered it a done deal especially since they had told us no deposit was necessary.I feel they saw an opportunity to sell the vehicle for more money than they offered it to us for and they jumped at the chance No regard for us. I do not accept MrH*** response that he was too busy to call us and let us know they had someone else interested in the vehicle The vehicle should not have been offered to anyone until they had checked with usIt was the same day we had spoken to them and told them we would be down later that day If there was a time frame that we had to adhere to they should have told us
Regards,
*** ***

I agree that I told the complainant's husband, via phone through my Finance Director (as I was not present), that would hold the vehicle in question, without deposit, for the dayagreed to this for these reasons: The vehicle was currently off-site getting a Maryland Safety inspection, with no risk
of being sold to another potential interested party, and it is my policy as General Manager to not take deposits on Pre-owned vehicles (they are inherently too unique unlike most new vehicles that are much more plentiful), I also agree that the complainant's husband was in contact throughout the day with the Salesperson and that the complainant did in fact submit a credit application; at which time my Finance Director, not the Salesperson, informed him of his interest rate and payment options, It could be of interest to you that the complainant's husband asked for more money off of the sale price at this point, effectively indicating that he either wasn't comfortable with the terms of our verbal agreement on price or at minimum, not finished negotiatingHer husband also communicated to my Finance Director during the same conversation that they would be picking the vehicle up that evening, after p.m., as originally agreed uponThe complainant nor her husband arrived to take delivery, nor did they call to reschedule.I instructed the Salesperson to call the complainant's husband (as this had been our most reliable mode of contact on Saturday morning as I couldn't hold such a desirable, low mileage, used vehicle all dayThe Salesperson reached the husband via phone and asked him if they were coming in that day and was abruptly told by him that he was "busy" and would "try" and make it in "at some point' Again with a sense of non-commitment and tone of irritation, After making me aware of this, I instructed the Salesperson to not bother them again if that is how they/he was acting.At some point that same Saturday afternoon (6/17/2017), another salesperson had a customer arrive that was interested in purchasing the same vehicle as the complainant (again, a very desirable, late model, low mileage unit), Being a typical busy Saturday, with me working with several salespersons simultaneously and with the complainant's salesperson helping other clients, I made the decision to sell the aforementioned vehicle to the party that was present and ready to take delivery immediately, Time did not allow me to call and ask them if they were still interested.Around this time, the complainant and her husband arrived as they described in their complaint to youI personally explained to the husband the situation at handAt this time I offered my reasoning as detailed above as to why we sold the vehiclealso, at this time and contrary to their complaint, offered to try and find them as similar a vehicle and deal as I couldThe complainant's husband's exact response was "it's this one or nothing", and that it wasn't a "big deal" as he "didn't need a new car".When the complainant's husband came back to collect our business cards, he berated me and put his finger in my face making it a very tense and uncomfortable settingI wasn't able to speak rationally to him as he wouldn't allow it and walked away ignoring me.I would like it to be noted that in my 20+ years in the auto industry at the dealer level, I have never had a complaint filed against me with the Revdex.com nor has any dealership on my behalfI take customer satisfaction very seriously, and pride myself on the consistent accolades that I receive in this area,It would be my pleasure to help the complainant find a vehicle of their liking and help them obtain it at a fair value if they would allow.Warm regards, Shane H***, General ManagerWinegardner Buick GMC of Prince Frederick

The vehicle was delivered to the complainant with no known service issues.  Unfortunately, once the customer did have a service issue, the part needed to conduct the repairs was not readily available. We contacted our District Service Manager and he escalated the case in order to get the part...

quicker.  We also contacted our District Sales Manager and were able to provide the complainant a $750 accessory coupon as a goodwill gesture.  As of this writing, the vehicle has been repaired, freshly cleaned, filled with fuel and the complainant has it in his possession.Warm Regards, Shane H[redacted], General Manager