Below is actual letter/email that was sent to dealer two times with no response from dealer.
Bill Heard Chevrolet
4490 South Lee Street
Buford, Georgia 30518
770-945-4981
March 31
To Whom It May Concern:
We are writing this letter incensed, incredulous, and utterly appalled at the insensitive treatment that our mother (Mrs. Marilyn) received while dealing with the salesmen in your dealership on March 31. Our family has recently suffered a devastating loss with the unexpected illness and untimely death of our father.
While dealing with the shock and grief that accompanies the death of a loved one, our mother has been inundated with having to make extremely difficult decisions. While adjusting to widowhood, something that she could not have fathomed, she has been burdened with resolving a myriad of issues.
Foremost, deciding whether or not to sell the home that she loves and was looking forward to living in for the rest of her days, all the while having to figure out if she should move out of state, leaving a job that she adores and friends that have become like family, in order to live closer to us and our respective families. What was supposed to be a relatively diminutive occurrence in all of this, something painless and uneventful, what could be more mundane than the trading in and purchasing of a new vehicle, became a problematic and painful experience. It was a disgusting display of intimidation in an effort to browbeat and terrify a sixty year old woman. What could be the justification for their reprehensible conduct, certainly not the commission that comes from making a sale? We are certain that none of these gentlemen would have wanted their mother, wife, or daughter treated with such blatant disregard. We are requesting that an immediate apology be issued to our mother. To say that this was a traumatically disturbing and distressing event is to put it mildly. We implore that your salesmen take a course in sensitivity, as to keep this abhorrent behavior from ever happening again. No sale should be worth what she had to endure!
Sincerely,
James
Michael
Below is letter of actual events that transpired when customer came into to purchase a new vehicle.
I went into the dealership and talked with a gentleman named Jerry Stringhorn, salesman. I explained what I was looking for, smaller vehicle and lower payments. I was asked about my credit and explained it was not the best, keeping the mortgage, utilities and truck payment up to date was all I could do. My husband passed away this past October after being ill for 7 months. I was asked about my take home pay and then was told to wait. Mr. Stringhorn was told by the sales manager of several autos that I might purchase. I looked at a Trailblazer, Colorado and Equinox. I talked with the financial rep. And was told I could buy @ 14% and I said no. I was then told I could possibly fit into a lease.
While checking in a book and the computer I was told it might be possible to get one of two payments, hopefully the lower but that he would have to check in the morning. I was then asked to sign some papers just in case I could qualify. I then left and went home. The next day at work I received a phone call from Mr. Stringhorn and he asked why I did not take the truck home the night before. I explained that I had not been approved and would not take the truck until I knew the price for my trade in and the amount of the payment. Mr. Stringhorn then offered to bring the truck up to my place of business and make the trade. I told him no. He then asked when I could come and pick up the new truck and I said Saturday, he explained that I needed to pick up the truck while the sale was on. I told him I would come by after work. He wanted to know what time and I explained I work 12 hours and it would be after 8PM
I drove to the dealership and sat in the new truck looking out the front window I could see my husbands' truck and I just knew I was not ready to let it go. I told Mr. Stringhorn I didn't think I could trade the truck in and he said it was too late; that I had signed a contract and the new truck was mine. I started to cry and told him the new truck was not mine until I drove it off the lot. Mr. Stringhorn said to wait, as he went inside. Mr. Stringhorn and Mr. Jeff Nunn came outside and walked up to me. Mr. Nunn said, "I don't know you but you look like you could use a hug". He then asked me where I went to church and that he and his wife would like for me to join them at their church some Sunday. Mr. Nunn then asked what the problem was with the truck and when I told him I just couldn't trade my husbands truck right now he told me I had signed a contract and that my truck was now their truck and the new truck was mine. I told him I did not want the new truck and he said I would have to buy my truck back because and gave me several reasons including that they would have to sell the new truck as used because the rebates from GM had been assigned to me.
I was crying and I said, Stop, just tell me what it will cost me to get my truck back. He said he would have to go in and check the figures. Mr. Stringhorn then took me inside and had me sit at his desk. Mr. Nunn then motioned for me to come to his office and told me that due to all the sales in the past several days the title had not yet been transferred to my name and that I could take my old truck home without any money changing hands. He then told me not to be embarrassed and that in 6 weeks or 6 months to come back and they would be happy to work with me. I thanked Mr. Nunn and then he told me I would be receiving a survey in the mail and to mark all the questions excellent.
Jim
Cincinnati, Ohio
U.S.A.
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