Here's a copy of the email that I wrote to GM complaining about this dealer:
I must report a regrettable experience at Bill Heard
Chevrolet in Las Vegas @ 10am on August 4. I found a vehicle that I was interested in purchasing (Infinity G35 silver color with 15K miles) on the
dealer website. I made contact with Frank (floor manager), provided him with the stock number, and made arrangements to view the car shortly thereafter. When I
arrived, Frank told his salesman to show me the black Infinity (that was older with more miles @ the same price) to me. I explained that I had come to see the
silver one, and he said that it was sold the night before and he did not know that.
Now I must say that I do not believe his story, and in my opinion, this is a reprehensible sleazy sales tactic to get the customer in the door.in any event, doesn't one think that the manager/salesperson should check to make sure the car is there before the customer embarks on a 45 minute drive.
I have been a fervent Japanese car buyer, yet from time to time feel that I should reconsider buying an American car. I can only say that with the sales tactics that I experienced, now more than ever, I feel substantial distrust with your dealers. My question to General Motors executives is: How can you expect to turn around your company and compete when you treat your customers with such low regard? Thank you for the opportunity to express my grievance and disgust.
Here's a copy of the response email from GM
Dear Mr. *,
Thank you for contacting the Chevrolet Customer Assistance Center. I appreciate you taking the time to write us in regards to purchasing a previously owned
Infinity vehicle from Bill Heard Chevrolet.
I apologize that the previously owned Infinity vehicle was sold prior to you arriving at Bill Heard Chevrolet to look at.
Chevrolet prides itself on customer service and we attempt to instill this pride in our dealerships as well. We continually work with our dealers to help them
offer quality Chevrolet service and most of the time high quality service is the result.
Our dealers are independent businesses that are privately owned and operated. General Motors, as the manufacturer, is not involved in the day-to-day business
operations of the dealership for new or previously owned vehicles. To ensure that the dealer is aware of your concerns, we suggest contacting dealer management
I have documented your concern with the Customer Assistance Center under request number 1-211243702. Please refer to this number in all correspondence.
If you should need to contact us in the future, please refer to your service request #1-354323449. Please be advised that I work Saturday and Sunday from 11:00 A.M. To 8:00 P.M., Eastern Time, Monday and Tuesday from 11:00 A.M. To 9:00 P.M., Eastern Time. I am out of the office between Wednesday and Friday.
If you would like to contact me directly at the Customer Assistance Center my phone number is 1-866-932-4368 extension 38262. If you need a quicker response,
please call our Chevrolet Customer Assistance Center at 1-800-222-1020. Customer Relationship Managers are available Monday through Friday from 8:00
A.M. To 11:00 P.M., Eastern Time.
Again, thank you for contacting Chevrolet
Now in my opinion this is a very lame response—just essentially suggesting that the dealers are independent operators, and won't really do anything to rectify the situation. I checked the dealers website several days later, and the non existent car was still listed on the website. Now that I have seen so many other reports on this dealer, I don't believe my case is an isolated case. I can only hope that others will stay away from this dealer, and that this dealer will get nailed!
Steve
Las Vegas, Nevada
U.S.A.
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