*This is a letter I mailed to the Chapman Chevrolet Isuzu Corporate offices, as well as, to the General Sales Manager of the dealership on January 26.
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January 26
Chapman Chevrolet Isuzu1717 E. Baseline RoadTempe AZ 85283
To Whom It May Concern:
My name is Priscilla * and I am writing this letter to notify you of the awful experience I had at your dealership. The sales associate I worked with at Chapman Chevrolet Isuzu was Mr. John Mayo. I did not have any problems with him. He was actually very personable, courteous and educated on all your vehicles. My Husband and I ended up test-driving a 2005 Chevy Equinox and decided to finance it. The problems I encountered with your dealership arose after my loan application was submitted to the finance department and subsequently denied. Please do not misunderstand this letter; I am not a naive consumer. I know that when you finance a vehicle, everything depends on getting an approval from a bank or lender. My loan was not approved and that is OK.
The issue I am having with your dealership is how badly I was treated after my loan was denied. Please note that my current vehicle, which was being used as a trade-in, is financed through C.A.G. Acceptance your in-house finance company. I am still a Chapman customer - new vehicle or no new vehicle. Nonetheless, on November 17 I went to Chapman to trade-in my 1999 Isuzu Rodeo for a 2005 Chevy Equinox. I ended up driving the Equinox home with a temporary plate designated to expire on January 1. The deal seemed as good as done. I drove the Equinox for almost two months under the impression that my loan was approved because I was never contacted or told otherwise. My down payment check was cashed on December 8th and I was waiting for Mr. Mayo to call me back and tell me the loan was complete. However, I became concerned around December 20th when I had not received the new registration or tags on the Equinox.
I decided to call Mr. Mayo first to verify if my home address was correct or if he knew what the matter was. It was at that time that I was informed that Mr. Mayo did not work for the Chapman dealership anymore and that I would have to speak with the finance department directly. I spoke with a Mr. Mustafa Samli, who said that I would need to fax in copies of my Husbands pay-stubs, as well as, my own because the photocopies originally taken were bad and missing data. So, I did what I was asked to do and I faxed the information to the finance department. No one called me back and I did not hear anything again on the subject until December 27th. On that day, I called Chapman again because I still had not received or heard anything back on the registration, tags, or pay-stubs. Mr. Samli was not available and I was told to speak with another finance manager, Mr. Dan Landers.
Mr. Landers said that I needed to re-fax the pay-stub information to him, which I did, and that he would call me back. I never received a call from him but that afternoon another sales associate called me, Mr. Barry Northan and told me that I needed to come back into the dealership because his sales manager Mr. Pat Brady had to go over the terms of my loan with me. I explained to Mr. Northan that I work in Scottsdale AZ and that I would get off at 7:00pm. I explained that I would not be able to get to the dealership until 8:00 or 8:30pm. I asked if I could go in the next morning with my Husband but I was told that I did not need my Husband with me and just to go to the dealership right after work.
I arrived at the Chapman dealership around 8:30pm on December 27. Mr. Northan met me and went over my deal. He began telling me that my Husbands pay-stubs were insufficient and the vehicle loan was going to be reworked. I asked if my faxes had been received and if they were in the deal. He said he did not know about any faxes. I took the folder from Mr. Northan and when I looked inside the folder I saw that that the photo-copies of my Husbands pay-stubs were missing data. There was no name, address, social security number or the pay period date on the photo-copies.
I then asked Mr. Northan why my faxes weren't in the folder and said he that he didn't know. He stated that he was told to speak to me because my original sales associate was fired. He said he needed the keys to the Equinox and that I would be getting my Isuzu Rodeo back until a new deal was worked out. I was flabbergasted. So, I asked to speak with his sales manager because no one had informed me that there were these problems with my loan. I could not understand why someone just didn't tell me earlier that day there were problems?
So, Mr. Northan walked over to the sales tower and came back and said that his sales manager Mr. Pat Brady was basically going to tell me the same thing that he just did. My Husbands pay-stubs weren't sufficient for the loan and that I would have to turn in the Equinox. Unless, he said, I could prove that my Husbands income was $1800 a month. I asked why I wasn't told this on the phone; I said that I could have brought my Husband to the dealership with me and that he could have gone over his income himself. At this point, Mr. Northan became defensive, saying that he was just doing what he was told to do and that he was never involved in my deal to begin with. So I asked for the sales manager, Mr. Pat Brady, again.
Mr. Northan walked over to the sales tower and came back with another excuse about me needing to provide bank statements and tax forms to prove that my Husband made $1800 a month. Every time he went to the sales tower, his story changed. So I told him that I had all our bank statements and tax forms in my book-bag and that he could make copies of them and submit them to the bank. I pulled out the last 6 months bank statements and our 2003 tax forms and had Mr. Northan photocopy them. At this point I walked over to the sales tower myself and asked Mr. Pat Brady why someone didn't inform me earlier that day that there were problems with my loan. I also asked why he had me come to the dealership by myself and Mr. Brady said that he had just been given my deal that day and that he didn't know what was going on and that he was just doing what he was told to do.
At this point I was thoroughly frustrated. No one knew what was going on with my deal or who was responsible and I told Mr. Pat Brady that the whole situation was very unreasonable. All he replied was that he wanted the keys to the Equinox and that my trade-in vehicle was being brought up from the dealership lot and that I would have to come back tomorrow to find out if the bank would accept my statements and tax forms. He said he did not think the bank would accept them, which was why he was taking the Equinox back and giving me my Rodeo. Mr. Brady said he didn't see enough money in my family's income to meet the loan requirements. He never once apologized for my inconvenience or for my frustration.
I told him I was very dissatisfied with the way the dealership was handling my loan and that it upset me that they were doing all of this at 10:00 pm, and when I was by myself. He replied that he was just doing what he was told to do and he would know more tomorrow. So I walked outside to the Equinox and started to remove my personal items and put them in the Isuzu Rodeo. However, I immediately noticed that things were missing from my vehicle. So I examined it more closely and found that indeed items were missing. A panel was gone from the rear interior side compartment, the jack-crank handle was gone from under the back seat, and the jack was gone too. I was very upset at finding these things missing and I went right back inside the dealership to complain to Mr. Brady. He heard me out and replied that he would look over my vehicle himself.
I went back outside to wait for him and ran into an acquaintance, Mr. Alfred Hernandez. He told me that he had just started working at the Chapman dealership as a sales associate. I explained to him what was going on and he said he would talk to Mr. Brady and ask if I could take the Equinox home and bring it back the next morning, since it was already so late in the evening. Mr. Brady said no and came outside and examined my vehicle. He said that he could find a replacement part for the missing rear panel but that I would have to come back the next day for the other items. I agreed and explained that I wanted it in writing that the dealership would replace the missing parts. So Mr. Brady gave me a Vehicle Delivery Form and wrote down on it what was wrong with my vehicle and then he signed it. So I was ready to leave at this point. However, as I was backing my vehicle out of the parking lot I discovered that none of the windows would roll up. So, I stopped and I turned right back around and parked. I tried to get the windows to go up but they wouldn't. So I went back into the dealership to complain again to Mr. Brady.
I was so angry that I cursed upon finding him because I could not believe that he was trying to give me my vehicle back so messed up. I yelled a Mr. Pat Brady that the whole situation was bullshit and that I wasn't going to drive home, in the middle of winter, in a vehicle with windows that didn't go up. It was very cold at that time of the year. So, again he went outside and examined my vehicle and said that I would have to come back tomorrow because it was time for him to go home, he would have the service department fix my problems the following day. I asked Mr. Brady if he thought it was fair to give me my vehicle back with all these problems. Mr. Brady said it was too late in the evening to fix anything and that I would just have to cover the windows with paper or a plastic bag. I told him that it was supposed to rain in morning but he said there was no one in the service department that late and for all he knew the windows were probably broke when I traded the vehicle in to begin with.
I couldn't believe what he was telling me. I was livid and Mr. Hernandez saw that I was getting upset and he tried to calm me down but it was no use. I told Mr. Pat Brady to go to hell, that he was a horrible sales manager and that I was going to write a letter to the dealership about him because I was still a customer no matter what happened with the Equinox. At that point, Mr. Brady told me that I better calm down or he wasn't going to fix anything my vehicle. He said I was probably making things up and trying to get him to fix all the things that were already broken. I told him that he had already acknowledged things were missing and broken on my vehicle and that the dealership was responsible. I said I would call the Better Business Bureau if he tried to get out of fixing my vehicle. He yelled at me right after that saying, Don't f* with me lady because you don't know what I can do! Your deal just might not go through at all! Don't f* with me! And then he stormed off back into the dealership. Mr. Alfred Hernandez and I stood in the parking lot shocked.
I walked into the dealership again to get Mr. Pat Brady to agree to fix my windows but he just yelled at me again and told me to leave the premises because he didn't want to deal with me anymore and then he called a security guard. So, I went back outside with the security guard Mr. Dixon and told him what had just happened. Mr. Dixon told me to call the dealership in the morning and ask to speak with the general sales manager. He said not to talk to Mr. Pat Brady anymore because he going to help me. He also said that I wasn't the only person complaining about similar things happening to them at this Chapman dealership. Mr. Dixon took down all my information and told me that he would personally deliver a copy of the Vehicle Delivery Form to the service manager, along with a copy of his security report, so that Mr. Brady couldn't deny what had happened.
I ended up leaving the dealership at 11:30PM very upset and went home to tell my Husband what had happened. I also called-in a police incident report with the Tempe Police Department. The following morning December 28 I called the dealership and made an appointment with the service department. I went back to the Chapman Chevrolet Isuzu dealership but could not locate Mr. Pat Brady. I was assisted by a different sales manager Mr. Steven Ridgley and the service department. Mr. Dan Landers also gave me a check request form for my down payment. I was able to get the driver's side window switch replaced and now all the windows go up and I was also given a new jack crank-handle. That was it though and a couple of days later I found out the air-conditioning switch is broken on the dashboard and the CD player is loose. When I originally traded the vehicle in, everything was fine. This was documented on the Trade-in' appraisal form in my deal. Chapman had my Isuzu Rodeo for almost two months and who knows what was done with it.
In the end I received restitution for some of the broken and missing items on my vehicle, but not everything. To this day Mr. Pat Brady has never apologized for his horrible behavior that night and I have no idea what happened with my loan application because no ever called me back to tell me if the bank accepted the bank statements or tax documents. I received my down payment back and now I'm just glad I don't have to deal with your dealership directly anymore. The end result of this experience is that I will never buy another vehicle or do business with Chapman Chevrolet Isuzu again and I am telling anyone who will listen to me about the terrible experience I had at your dealership. I truly hope that your company is taking better care of your existing and new customers because I was treated very shabbily and it's just bad business when your sales managers act and speak so offensively without repercussions.
Signed a very disappointed customer,
PriscillaMesa, Arizona
U.S.A.
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