This is the actual letter sent to Mr. Coleman:
Dear Mr. Coleman,
I am writing to inform you that I am an extremely unsatisfied customer in regards to the service and my personal experiences with your establishment. Let me start with the history of my experiences.
In November I was shopping around for a new car and was extremely eager to purchase a Pontiac G6. I am originally from Burlington, NJ, but I currently work in Lawrenceville, NJ and hoped that I could come to your establishment and find an interest in any of the cars that were available.
I first walked into your establishment and was immediately surrounded by your sales men who made me extremely uncomfortable, but luckily for me, my father was there.instead of a salesman taking me to his desk or walking around to show us the vehicles, he blurts, So what can I do for you. I told him that I was looking for a Pontiac G6 and was an extremely serious buyer and if I was happy with the price and the car I would consider buying that night. He asked me the usual what was I considering in putting in for a down payment and what would be my ideal monthly car payments. I told him what I would like and he immediately blurted back, Oh, you're not going to get that here.
At the same time, there was an older gentleman sitting at the desk, eavesdropping in on the conversation and shaking his head, as if to say, We don't do that, or You're not going to get a sale here. I looked at both of the salesman and said, Well, obviously you don't want to make a sale so I am definitely willing to go to another Pontiac dealer who would be eager to work with me. The guy insisted that I would not find a deal anywhere else in the area.
Needless to say, I left your establishment and went to Arrow Pontiac in Mount Holly, NJ and left that day with a 2006 Pontiac G6 with $1,000 down and a $299.99 monthly payment. Their salesman, Howard Gilbert, who is now at your establishment is a great guy and took the time out to make me feel comfortable and happy about purchasing my car. From that point on, I noted that I will never shop at Coleman Buick Pontiac GMC ever again.
Unfortunately, Arrow Pontiac closed its doors sometime in May. Which brings me to my next unsatisfying experience on Monday, July 22 I took my car in for service at your establishment. Now, I did not want to take my car to Coleman Pontiac due to the hassle I had the first time with your salesmen but I am open-minded and am willing to give anyone a second chance. Again, I felt extremely uncomfortable with the service there.
As I walk in, your service man, I believe by the name of Eric or Curtis Green not only watches me walk in, but feels the need to ask me if that is my vehicle. Now, the guy obviously watched me get out of the car and walk into the building, but now he needs to make small talk I was not impressed, Mr. Coleman.
Once my car is pulled into the bay area, he then takes a walk around my car and insists to drive it to one of the parking spots for service. He walks back into the service office and insists that I should purchase I new car because it currently has 65,000 miles on it. He asked me if I purchased the car from Coleman Pontiac and I told him, No, because your sales men gave me such a hassle that I went somewhere and purchased from another dealer. He immediately apologized, hands me his card and says, Give me a call if you want to purchase a new car and we can discuss numbers. I will say that I did rip up his card after I left I believe his mannerisms nowhere near a professionals and there was no need for him to tell me how many miles I had on my car. I should know because I drive it everyday therefore he did not have to blurt it out in front of everybody that I an x number of miles on MY car and even if I did want to purchase a car I would NOT come to Coleman Pontiac because I am extremely disappointed with the establishment.
Needless to say that after my car had been serviced; I noticed that his card was also tucked away in my cup holder. I will say that this is a form of harassment, Mr. Coleman. There is NO need for a salesman to first hand me a card and then later strategically place it inside ANY customers car.
To move on to the next point, my car needed to have the intermediate steering shaft replaced for the second time within 30,000 miles. To elaborate, when I purchased my car, this was the first part that was replaced I still have the invoice dated November 24. So I was informed that since I had a history with this that it would be covered under the warranty. However, once my records were taken back and checked this particular part was NOW not under warranty. I was informed that the part would, then, cost $351.44 and that if I did not get the service, I would be charged a $100.00 diagnostic fee. I honestly believe that this is some type of con because if I decided to get the service completed, I would have to pay over $300 bucks for a small part for a vehicle I am already financing, keep up with daily maintenance and not to mention, purchase gas. If I did not decide to get the service I would have to dish out $100.00 bucks and the problem would not be solved. That is certainly not looking out for the best interest of the customer. I am sure that this part costs less than $100.00.
I thought this was a problem, so I called a friend of the family who happens to be a mechanic at the Pep Boys in Princeton, NJ and he insisted to call your service man, Tony Bozich and find out what was the problem and why that certain part was going to cost so much and why it was covered under the warranty. About an hour or so later Mr. Bozich called and informed me that he spoke with his boss and they decided that since I was a first-time customer, GM would purchase the part, all I had to pay was for labor and taxes.
While I am certainly grateful that this decision came about I am extremely unhappy that it had to go to the extra step of me contacting my personal mechanic and he then had to take time out of his busy day to call your sales technician. I believe that if I had not contact him, I would have to pay the entire costs of $351.44.
So Mr. Coleman my question to you is: Is this how you treat your female customers? If so, the sexism is evident and if that is the case, I will not think twice about stepping foot in your establishment. I will also let everyone know of my experiences with Coleman Pontiac and urge he/she to purchase a car from Peruzzi Pontiac in Pennsylvania or purchase from another GM dealer, but to avoid Coleman Pontiac at all costs.
Just to inform you, I have placed a concern/complaint call on Tuesday, July 21, to the Pontiac/GM Corporate offices of 1.) my dissatisfaction of replacing the same part within 30,000 miles and 2.) the experience I had with your place of business. If I do not hear something from them, I will definitely follow up with the call as a paying GM customer, a single, working woman and a graduate student who is dependant of her vehicle; this is a major concern for me.
I have also submitted a claim to the Better Business Bureau of New Jersey located in Trenton, NJ (complaint #6732593) and usacomplaints.com and have also sent a copy of this letter to the local news agency.
I just hope this matter and your customer service ethics get cleared up soon.
To the establishment who will never lose a sale because of a price. You've certainly lost a customer and potential customers within my network.
Utterly disappointed,
Tcc
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