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I have a complaint with a dealership over their customer service (1 Viewer)

TheIronSheik

TheIronSheik

SUPER ELITE UPPER TIER
Who is the person I should speak with regarding this manner? Is there like a manager on duty or something?

 
You have to hit the secret code on the menu to actually reach a live human being.

In all likelyhood his name will be Prabkash or Gupta, but he'll introduce himself as Joe

 
Go to another dealership and let everyone in the showroom know thats your plan.

 
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Seriously - you have a few options here. Contact the General Manager and/or the Owner, depending on the size of the dealership to express your dissatisfaction.

Surely, any visit to the dealership, also involves a customer satisfaction survey - OEMs pay very close attention to these and reward/penalize dealers based on these results. When you mention your poor service, explain that you will be giving low ratings on your survey unless it is resolved to your satisfaction.

Do you have a resolution in mind?

 
Sinn Fein said:
Seriously - you have a few options here. Contact the General Manager and/or the Owner, depending on the size of the dealership to express your dissatisfaction.

Surely, any visit to the dealership, also involves a customer satisfaction survey - OEMs pay very close attention to these and reward/penalize dealers based on these results. When you mention your poor service, explain that you will be giving low ratings on your survey unless it is resolved to your satisfaction.

Do you have a resolution in mind?
Click to expand...
This is good info. I actually just found the managers emails online and shot them off an email explaining everything.

As far as a resolution, here's what happened:

I got my new car last June. On the drive home, I realized the car was filthy inside. Dirty windows, not vacuumed and marks on the seats. Nothing huge, but not what you expect when you get a brand new car. I emailed the sales guy and told him about it and he said that they'd give me a free detailing to make up for it. So when I tried to email him back to set up the detailing, he would never reply. I left voicemails and emails, but got no replies back. Since it wasn't a huge deal, I didn't really press the issue as much as I could have. Winter came and there was a ton of salt on the car. I figured I'd try again now that the weather was nice to see about the detailing they owed me. No reply again. After a couple more ignored emails, I called and he answered. I asked for my detailing and he said that the service department handled that and I needed to talk to them. So I called them and set up an appointment for a Saturday at 7 am. Dropped the car off and left it there all day. 5 pm rolls around and they call back saying they didn't do anything to the car because they were too busy. The guy on the phone added that "Really, this is something you need to set up with your salesperson, not us." So I was out a car all day for no reason.

Once again, emails and calls went unanswered. I left a voicemail on Monday saying, "I don't care if you call me back or not, because I'll be in Wednesday to talk to you about this in person." Amazingly, he emailed me back right away and said he had no clue what I was talking about and that he's not sure why I'm upset. I told him I was furious and he emailed me back and said, "Your setup for Tuesday. And honestly, I'll be glad to finally be done with you."

No sorry. No my bad. I seriously want to punch the fat #### in his larynx.

Amazingly, all that said, I just want my free detailing and that's it. I even said that to them. I'm not asking for anything other than what I should have had in the first place. I think I'm being amazingly reasonable here. Yet I'm being made to feel as if I'm being a difficult customer. :shrug:

 
#### them.

Definitely follow up with the general manager - what you have requested is certainly reasonable.

The other thing that gets many dealers attention these days is poor ratings in social media - Yelp and places like Dealer Rater. If I still felt like the dealership was being too difficult about this, I would not hesitate to write a review detailing the situation and corresponding low ratings.

 
What manufacturer Sheik? Many years ago I had a similar situation with GM. Paint started peeling after a couple months (bought new). They fixed it but the color didn't match the first time. Second time it was a poor buff job with swirl marks all over the hood. The general manager finally told me I was what they call a "problem customer - someone who can't be satisfied".

25 years later, no one in my family has owned another GM car.

 
Amused to Death said:
What manufacturer Sheik? Many years ago I had a similar situation with GM. Paint started peeling after a couple months (bought new). They fixed it but the color didn't match the first time. Second time it was a poor buff job with swirl marks all over the hood. The general manager finally told me I was what they call a "problem customer - someone who can't be satisfied".

25 years later, no one in my family has owned another GM car.
Click to expand...
Ford. My uncle was a VP of Ford, so my entire family has been a Ford family for close to 50 years. Never had a problem before. Since I moved back to PA, I had to find a new dealership, so this is my first time with this dealership. Probably my last, too.

 
Well, we've never done this before. But seeing as it's special circumstances and all, he says I can knock a hundred dollars off that Trucoat.

 
TheIronSheik said:
Sinn Fein said:
Seriously - you have a few options here. Contact the General Manager and/or the Owner, depending on the size of the dealership to express your dissatisfaction.

Surely, any visit to the dealership, also involves a customer satisfaction survey - OEMs pay very close attention to these and reward/penalize dealers based on these results. When you mention your poor service, explain that you will be giving low ratings on your survey unless it is resolved to your satisfaction.

Do you have a resolution in mind?
Click to expand...
This is good info. I actually just found the managers emails online and shot them off an email explaining everything.

As far as a resolution, here's what happened:

I got my new car last June. On the drive home, I realized the car was filthy inside. Dirty windows, not vacuumed and marks on the seats. Nothing huge, but not what you expect when you get a brand new car. I emailed the sales guy and told him about it and he said that they'd give me a free detailing to make up for it. So when I tried to email him back to set up the detailing, he would never reply. I left voicemails and emails, but got no replies back. Since it wasn't a huge deal, I didn't really press the issue as much as I could have. Winter came and there was a ton of salt on the car. I figured I'd try again now that the weather was nice to see about the detailing they owed me. No reply again. After a couple more ignored emails, I called and he answered. I asked for my detailing and he said that the service department handled that and I needed to talk to them. So I called them and set up an appointment for a Saturday at 7 am. Dropped the car off and left it there all day. 5 pm rolls around and they call back saying they didn't do anything to the car because they were too busy. The guy on the phone added that "Really, this is something you need to set up with your salesperson, not us." So I was out a car all day for no reason.

Once again, emails and calls went unanswered. I left a voicemail on Monday saying, "I don't care if you call me back or not, because I'll be in Wednesday to talk to you about this in person." Amazingly, he emailed me back right away and said he had no clue what I was talking about and that he's not sure why I'm upset. I told him I was furious and he emailed me back and said, "Your setup for Tuesday. And honestly, I'll be glad to finally be done with you."

No sorry. No my bad. I seriously want to punch the fat #### in his larynx.

Amazingly, all that said, I just want my free detailing and that's it. I even said that to them. I'm not asking for anything other than what I should have had in the first place. I think I'm being amazingly reasonable here. Yet I'm being made to feel as if I'm being a difficult customer. :shrug:
Click to expand...
1. sounds like the salesman hoped that by ignoring you, you'd forget about the detailing he promised.

2. most detailing at dealerships is run through the Service Dept (at least i was when i worked at Nissan) and it's [generally] not free. the Service Dept will usually require a Due Bill from Sales outlining what is to be done. the parts/service listed on the Due Bill are then charged back to Sales for accounting purposes, and come off the Sales' EOM numbers. since this affects the numbers in the Sales Dept, most Due Bills require approval from the Sales Mgr or GM. my guess is that the salesperson you're dealing with didn't have the balls to ask his boss to get this taken care of, since it may come out of his pocket.

3. Sinn Fein is right: demand a meeting with the Sales Mgr and GM. if you have the email where the sales person said he'd be "...glad to be done with you..." make sure you have copies for everyone. it'll be sales person's C.O.B. when that meetings ends if they have any integrity.

4. push for more of a resolution, e.g. you want the detail, as well as comp oil changes for the next 12 months. they treated you like dirt... put the screws to 'em.

 
TheIronSheik said:
Sinn Fein said:
Seriously - you have a few options here. Contact the General Manager and/or the Owner, depending on the size of the dealership to express your dissatisfaction.

Surely, any visit to the dealership, also involves a customer satisfaction survey - OEMs pay very close attention to these and reward/penalize dealers based on these results. When you mention your poor service, explain that you will be giving low ratings on your survey unless it is resolved to your satisfaction.

Do you have a resolution in mind?
Click to expand...
This is good info. I actually just found the managers emails online and shot them off an email explaining everything.

As far as a resolution, here's what happened:

I got my new car last June. On the drive home, I realized the car was filthy inside. Dirty windows, not vacuumed and marks on the seats. Nothing huge, but not what you expect when you get a brand new car.
Click to expand...
If something like this ever occurs again call or go to the dealership and tell the salesman that you are ready to return the car. Once that salesman sees that his commission may be in jeopardy he'll be ready to jump.

ETA: not sure what the window is nowadays for returning cars? A buddy of mine returned his the next day but this was about 15 years ago.

 
Last edited by a moderator:
Quint said:
TheIronSheik said:
Sinn Fein said:
Seriously - you have a few options here. Contact the General Manager and/or the Owner, depending on the size of the dealership to express your dissatisfaction.

Surely, any visit to the dealership, also involves a customer satisfaction survey - OEMs pay very close attention to these and reward/penalize dealers based on these results. When you mention your poor service, explain that you will be giving low ratings on your survey unless it is resolved to your satisfaction.

Do you have a resolution in mind?
Click to expand...
This is good info. I actually just found the managers emails online and shot them off an email explaining everything.

As far as a resolution, here's what happened:

I got my new car last June. On the drive home, I realized the car was filthy inside. Dirty windows, not vacuumed and marks on the seats. Nothing huge, but not what you expect when you get a brand new car. I emailed the sales guy and told him about it and he said that they'd give me a free detailing to make up for it. So when I tried to email him back to set up the detailing, he would never reply. I left voicemails and emails, but got no replies back. Since it wasn't a huge deal, I didn't really press the issue as much as I could have. Winter came and there was a ton of salt on the car. I figured I'd try again now that the weather was nice to see about the detailing they owed me. No reply again. After a couple more ignored emails, I called and he answered. I asked for my detailing and he said that the service department handled that and I needed to talk to them. So I called them and set up an appointment for a Saturday at 7 am. Dropped the car off and left it there all day. 5 pm rolls around and they call back saying they didn't do anything to the car because they were too busy. The guy on the phone added that "Really, this is something you need to set up with your salesperson, not us." So I was out a car all day for no reason.

Once again, emails and calls went unanswered. I left a voicemail on Monday saying, "I don't care if you call me back or not, because I'll be in Wednesday to talk to you about this in person." Amazingly, he emailed me back right away and said he had no clue what I was talking about and that he's not sure why I'm upset. I told him I was furious and he emailed me back and said, "Your setup for Tuesday. And honestly, I'll be glad to finally be done with you."

No sorry. No my bad. I seriously want to punch the fat #### in his larynx.

Amazingly, all that said, I just want my free detailing and that's it. I even said that to them. I'm not asking for anything other than what I should have had in the first place. I think I'm being amazingly reasonable here. Yet I'm being made to feel as if I'm being a difficult customer. :shrug:
Click to expand...
1. sounds like the salesman hoped that by ignoring you, you'd forget about the detailing he promised.

2. most detailing at dealerships is run through the Service Dept (at least i was when i worked at Nissan) and it's [generally] not free. the Service Dept will usually require a Due Bill from Sales outlining what is to be done. the parts/service listed on the Due Bill are then charged back to Sales for accounting purposes, and come off the Sales' EOM numbers. since this affects the numbers in the Sales Dept, most Due Bills require approval from the Sales Mgr or GM. my guess is that the salesperson you're dealing with didn't have the balls to ask his boss to get this taken care of, since it may come out of his pocket.

3. Sinn Fein is right: demand a meeting with the Sales Mgr and GM. if you have the email where the sales person said he'd be "...glad to be done with you..." make sure you have copies for everyone. it'll be sales person's C.O.B. when that meetings ends if they have any integrity.

4. push for more of a resolution, e.g. you want the detail, as well as comp oil changes for the next 12 months. they treated you like dirt... put the screws to 'em.
Click to expand...
Appreciate the response. This is great info. I don't really want to push for anything more because as of now, I haven't gotten anything. I really just want the car cleaned. I don't want to pile on and end up getting nothing. Well. Even more nothing. I guess. :mellow:

 
I like to develop a good relationship with people I am spending a lot of money with. It works out better for everyone in the long run. The dude I bought my car from (salesman at the dealership) was one of the first new people I met when I moved to Austin. We still hang out, get drinks, and go downtown all the time. However, I also made sure to know what I was doing when I walked in the door such as having my financing already in order and knowing what the value of the car I was shopping for was.

 
What I don't understand is how you drove the car off the lot when it wasn't in good condition? And why did you wait so long to get the issue resolved? It sounds like you waited way too long to do anything about something that was initially your fault in the first place.

 
ChainsawU said:
What I don't understand is how you drove the car off the lot when it wasn't in good condition? And why did you wait so long to get the issue resolved? It sounds like you waited way too long to do anything about something that was initially your fault in the first place.
Click to expand...
:confused:

John? Is that you? Answer my damn emails when I send them to you, jerk! :hot:

If you're not my sales guy, I'm not sure of your statements. When I say it was filthy, I don't mean it was muddy or anything like that. I pulled out of the dealership, the sun hit the windshield and I could barely see through it. When I got home, I realized the back seats had dirt marks on them. Not mud, but definitely not clean. And once I saw that, I realized that the floors weren't really clean. It was like they forgot to do the cleaning before they sold it. I'm sure a bunch of people test drove it and got it dirty. That's all. Not sure how that's my fault.

As far as contacting him, I called him that day. Not sure how much quicker I could have been. :shrug:

 
TheIronSheik said:
Amused to Death said:
What manufacturer Sheik? Many years ago I had a similar situation with GM. Paint started peeling after a couple months (bought new). They fixed it but the color didn't match the first time. Second time it was a poor buff job with swirl marks all over the hood. The general manager finally told me I was what they call a "problem customer - someone who can't be satisfied".

25 years later, no one in my family has owned another GM car.
Click to expand...
Ford. My uncle was a VP of Ford, so my entire family has been a Ford family for close to 50 years. Never had a problem before. Since I moved back to PA, I had to find a new dealership, so this is my first time with this dealership. Probably my last, too.
Click to expand...
I had a problem some what like this with a Mercedes dealership. I actually sent Mercedes corp a complaint on their website thinking nothing word come of it. They not only called me right away, but were on the phone with the dealership with me as I walked them through my complaint. I was amazed by the level of service. Try calling corp about you problem, you may be surprised.
 
ChainsawU said:
What I don't understand is how you drove the car off the lot when it wasn't in good condition? And why did you wait so long to get the issue resolved? It sounds like you waited way too long to do anything about something that was initially your fault in the first place.
Click to expand...
This is a good point. Them detailing soon after the sale was offered would be an easy detail for them as it was new. Now detailing a car months later is going to take more time.

I don't think he was offer was 1 free detail to use when ever you see fit.

 
Im not sure what some of you people dont understand:

So when I tried to email him back to set up the detailing, he would never reply. I left voicemails and emails, but got no replies back.

 
Wooderson said:
ChainsawU said:
What I don't understand is how you drove the car off the lot when it wasn't in good condition? And why did you wait so long to get the issue resolved? It sounds like you waited way too long to do anything about something that was initially your fault in the first place.
Click to expand...
This is a good point. Them detailing soon after the sale was offered would be an easy detail for them as it was new. Now detailing a car months later is going to take more time.

I don't think he was offer was 1 free detail to use when ever you see fit.
Click to expand...
I did try to get the detail done right away. He didn't return calls. The only reason I "waited" was because he wouldn't return my calls or emails.

 
jon_mx said:
TheIronSheik said:
jon_mx said:
How do you deal with something which is an actual problem?
Click to expand...
:confused:
Click to expand...
Your car had dirty windows and needed vacuuming. You could have taken care of this in the amount of time you posted about it.
Click to expand...
Many customers that are unsatisfied are that way because something simple wasnt taken care of. The car was dirty, so they said they would clean it...then they didnt do what they said. Then they further wasted his time by having him drop the car off. Sure, he could have said who cares and moved on initially, but he chose to let them know it was dirty and they said they'd take care of it. Blaming him somehow is stupid.

 
jon_mx said:
TheIronSheik said:
jon_mx said:
How do you deal with something which is an actual problem?
Click to expand...
:confused:
Click to expand...
Your car had dirty windows and needed vacuuming. You could have taken care of this in the amount of time you posted about it.
Click to expand...
This is the equivalent to saying, "Um, excuse me waiter. There's a piece of crap in my soup." And then the waiter saying, "Why didn't you just take it out? In the time it took for you to get my attention and me to come over, you could have removed it."

And, honestly, I did clean it. It's not like I've been driving around with a dirty car for a year. I took my time and cleaned it right. But that was my time wasted. They now owe me a free cleaning for the time I wasted. Pretty simple.

 
call your uncle anyway. lick it up the chain as far as possible go #### on all the cars in the lot. this might take a while

 
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