Psycho Dealer Stories Anyone?
#1
08-20-2005, 10:01 PM
Psycho Dealer Stories Anyone?
So I bought my car from a SoCal Audi place, and when I bought the car the salesman told me to bring it in later for a complimentary free detail. Six months or so later I schedule the detailing, and the guy is friendly enough. So anyways I drop off the car and he tells me he'll call me as soon as it's done. I call him in the afternoon of the first day, no reply. I call him three times more on the second day, no call back. So finally at 5pm on the second day I go to find my car, and nobody can find the guy. Everyone is apologetic and basically nobody can figure out what is going on with this salesman and why he hasn't called me back or given me my car yet. They offer me a complimentary rental, so I go back to do the rental paperwork. Salesman X is nowhere to be found. Nobody knows where my car is.
I'm waiting for my rental to get brought out and I'm chatting with the rental guy about some random stuff. Completely unexpectedly, Salesman X comes into the sales office and the first thing he tells me is that I'm paying for the rental. He's mad. I'm confused so I tell him that the sales manager approved the rental, and he tells me matter-of-factly that the offer has been revoked. He then proceeds to inform me that he "knows" that I already got my complimentary detail and that I am trying to rip off the dealership. I ask him if he's joking. He replies that he has records that "prove" that I got the car detailed last time I brought it in for service and that he remembers me picking it up on the showroom floor. I remind him that when I called him he correctly recalled that I had not had the detailing done yet and that HE was the one who insisted I bring the car in for the detail. He ignores that point and continues to accuse me of being a thief in front of the car rental people who are basically looking at him in shock. I ask him how long the car would have been left untouched on the lot if I had not actually come down and seen him, and he insists its not his problem. He gets up and leaves and I'm basically in shock. About 30 seconds later I realize that he didn't even tell me where my car was. So I chase him down and he points me to service. No apologies for not calling me back, he basically made it clear that this was all my fault and that I was bothering him. The people in service are in shock, and apologize profusely, saying they've never seen Salesman X act like this before.
I find my car and go back to find him, debating whether or not I should call him a f'n psychopath and demand an apology. I walk in and the receptionist, who I had talked to before, is giving me a very confused, apologetic look. I had spoken with her all day trying to find the guy, and she had made clear that she didn't understand why he wasn't calling me back. I find Salesman X at his desk. At this point he is still upset but he offers to schedule a detail of the car, engine, sealer wax... all the bells and whistles. He continues to insist that I already had the car detailed so I left it alone. Going back on Tuesday, hopefully he doesn't torch my car.
I called Audi USA and they had the rational response: completely shock. I realized during the argument with the salesman that my best course of action was to make mental notes of exactly what he was saying so I could transcribe it verbatim. Writing my letter to Audi USA, I was just wondering if anyone here has ever had a dealer employee go completely insane on them. As a follow-up, what do I ask for? I learned in Contract Law that these "angry customer" letters are useless unless I request some sort of compensation. Frankly I can't think of anything, since service is already free. I really don't care for an apology from this sack of ****. Ideas?
I'm waiting for my rental to get brought out and I'm chatting with the rental guy about some random stuff. Completely unexpectedly, Salesman X comes into the sales office and the first thing he tells me is that I'm paying for the rental. He's mad. I'm confused so I tell him that the sales manager approved the rental, and he tells me matter-of-factly that the offer has been revoked. He then proceeds to inform me that he "knows" that I already got my complimentary detail and that I am trying to rip off the dealership. I ask him if he's joking. He replies that he has records that "prove" that I got the car detailed last time I brought it in for service and that he remembers me picking it up on the showroom floor. I remind him that when I called him he correctly recalled that I had not had the detailing done yet and that HE was the one who insisted I bring the car in for the detail. He ignores that point and continues to accuse me of being a thief in front of the car rental people who are basically looking at him in shock. I ask him how long the car would have been left untouched on the lot if I had not actually come down and seen him, and he insists its not his problem. He gets up and leaves and I'm basically in shock. About 30 seconds later I realize that he didn't even tell me where my car was. So I chase him down and he points me to service. No apologies for not calling me back, he basically made it clear that this was all my fault and that I was bothering him. The people in service are in shock, and apologize profusely, saying they've never seen Salesman X act like this before.
I find my car and go back to find him, debating whether or not I should call him a f'n psychopath and demand an apology. I walk in and the receptionist, who I had talked to before, is giving me a very confused, apologetic look. I had spoken with her all day trying to find the guy, and she had made clear that she didn't understand why he wasn't calling me back. I find Salesman X at his desk. At this point he is still upset but he offers to schedule a detail of the car, engine, sealer wax... all the bells and whistles. He continues to insist that I already had the car detailed so I left it alone. Going back on Tuesday, hopefully he doesn't torch my car.
I called Audi USA and they had the rational response: completely shock. I realized during the argument with the salesman that my best course of action was to make mental notes of exactly what he was saying so I could transcribe it verbatim. Writing my letter to Audi USA, I was just wondering if anyone here has ever had a dealer employee go completely insane on them. As a follow-up, what do I ask for? I learned in Contract Law that these "angry customer" letters are useless unless I request some sort of compensation. Frankly I can't think of anything, since service is already free. I really don't care for an apology from this sack of ****. Ideas?
#2
08-21-2005, 09:17 AM
RE: Psycho Dealer Stories Anyone?
you have an a4, demand an s4
i dont have any psycho dealer stories, but i did have an imbecile salesman try and tell me all the "options" on a 04 a6. I think he ggot every single one of them wrong. His manager called him a moron infront of all the other sales people and i thought the guy was gonna cry.
i dont have any psycho dealer stories, but i did have an imbecile salesman try and tell me all the "options" on a 04 a6. I think he ggot every single one of them wrong. His manager called him a moron infront of all the other sales people and i thought the guy was gonna cry.
#3
08-21-2005, 10:21 AM
RE: Psycho Dealer Stories Anyone?
ORIGINAL: Crazyhorse
So I bought my car from a SoCal Audi place, and when I bought the car the salesman told me to bring it in later for a complimentary free detail. Six months or so later I schedule the detailing, and the guy is friendly enough. So anyways I drop off the car and he tells me he'll call me as soon as it's done. I call him in the afternoon of the first day, no reply. I call him three times more on the second day, no call back. So finally at 5pm on the second day I go to find my car, and nobody can find the guy. Everyone is apologetic and basically nobody can figure out what is going on with this salesman and why he hasn't called me back or given me my car yet. They offer me a complimentary rental, so I go back to do the rental paperwork. Salesman X is nowhere to be found. Nobody knows where my car is.
I'm waiting for my rental to get brought out and I'm chatting with the rental guy about some random stuff. Completely unexpectedly, Salesman X comes into the sales office and the first thing he tells me is that I'm paying for the rental. He's mad. I'm confused so I tell him that the sales manager approved the rental, and he tells me matter-of-factly that the offer has been revoked. He then proceeds to inform me that he "knows" that I already got my complimentary detail and that I am trying to rip off the dealership. I ask him if he's joking. He replies that he has records that "prove" that I got the car detailed last time I brought it in for service and that he remembers me picking it up on the showroom floor. I remind him that when I called him he correctly recalled that I had not had the detailing done yet and that HE was the one who insisted I bring the car in for the detail. He ignores that point and continues to accuse me of being a thief in front of the car rental people who are basically looking at him in shock. I ask him how long the car would have been left untouched on the lot if I had not actually come down and seen him, and he insists its not his problem. He gets up and leaves and I'm basically in shock. About 30 seconds later I realize that he didn't even tell me where my car was. So I chase him down and he points me to service. No apologies for not calling me back, he basically made it clear that this was all my fault and that I was bothering him. The people in service are in shock, and apologize profusely, saying they've never seen Salesman X act like this before.
I find my car and go back to find him, debating whether or not I should call him a f'n psychopath and demand an apology. I walk in and the receptionist, who I had talked to before, is giving me a very confused, apologetic look. I had spoken with her all day trying to find the guy, and she had made clear that she didn't understand why he wasn't calling me back. I find Salesman X at his desk. At this point he is still upset but he offers to schedule a detail of the car, engine, sealer wax... all the bells and whistles. He continues to insist that I already had the car detailed so I left it alone. Going back on Tuesday, hopefully he doesn't torch my car.
I called Audi USA and they had the rational response: completely shock. I realized during the argument with the salesman that my best course of action was to make mental notes of exactly what he was saying so I could transcribe it verbatim. Writing my letter to Audi USA, I was just wondering if anyone here has ever had a dealer employee go completely insane on them. As a follow-up, what do I ask for? I learned in Contract Law that these "angry customer" letters are useless unless I request some sort of compensation. Frankly I can't think of anything, since service is already free. I really don't care for an apology from this sack of ****. Ideas?
So I bought my car from a SoCal Audi place, and when I bought the car the salesman told me to bring it in later for a complimentary free detail. Six months or so later I schedule the detailing, and the guy is friendly enough. So anyways I drop off the car and he tells me he'll call me as soon as it's done. I call him in the afternoon of the first day, no reply. I call him three times more on the second day, no call back. So finally at 5pm on the second day I go to find my car, and nobody can find the guy. Everyone is apologetic and basically nobody can figure out what is going on with this salesman and why he hasn't called me back or given me my car yet. They offer me a complimentary rental, so I go back to do the rental paperwork. Salesman X is nowhere to be found. Nobody knows where my car is.
I'm waiting for my rental to get brought out and I'm chatting with the rental guy about some random stuff. Completely unexpectedly, Salesman X comes into the sales office and the first thing he tells me is that I'm paying for the rental. He's mad. I'm confused so I tell him that the sales manager approved the rental, and he tells me matter-of-factly that the offer has been revoked. He then proceeds to inform me that he "knows" that I already got my complimentary detail and that I am trying to rip off the dealership. I ask him if he's joking. He replies that he has records that "prove" that I got the car detailed last time I brought it in for service and that he remembers me picking it up on the showroom floor. I remind him that when I called him he correctly recalled that I had not had the detailing done yet and that HE was the one who insisted I bring the car in for the detail. He ignores that point and continues to accuse me of being a thief in front of the car rental people who are basically looking at him in shock. I ask him how long the car would have been left untouched on the lot if I had not actually come down and seen him, and he insists its not his problem. He gets up and leaves and I'm basically in shock. About 30 seconds later I realize that he didn't even tell me where my car was. So I chase him down and he points me to service. No apologies for not calling me back, he basically made it clear that this was all my fault and that I was bothering him. The people in service are in shock, and apologize profusely, saying they've never seen Salesman X act like this before.
I find my car and go back to find him, debating whether or not I should call him a f'n psychopath and demand an apology. I walk in and the receptionist, who I had talked to before, is giving me a very confused, apologetic look. I had spoken with her all day trying to find the guy, and she had made clear that she didn't understand why he wasn't calling me back. I find Salesman X at his desk. At this point he is still upset but he offers to schedule a detail of the car, engine, sealer wax... all the bells and whistles. He continues to insist that I already had the car detailed so I left it alone. Going back on Tuesday, hopefully he doesn't torch my car.
I called Audi USA and they had the rational response: completely shock. I realized during the argument with the salesman that my best course of action was to make mental notes of exactly what he was saying so I could transcribe it verbatim. Writing my letter to Audi USA, I was just wondering if anyone here has ever had a dealer employee go completely insane on them. As a follow-up, what do I ask for? I learned in Contract Law that these "angry customer" letters are useless unless I request some sort of compensation. Frankly I can't think of anything, since service is already free. I really don't care for an apology from this sack of ****. Ideas?
"UNFUC.KINGIMPRESSED" would have to make it in that lestter somewhere. Can you pm me a copy of that letter you gonna send? I'd like to read it if thats ok. . . . . Damn that made me mad...... and I aint even in the same country as you. You have the self control of a Jedi Master, because although hitting him would not be the best course of action at all... it woulda been hard not too. You know what... make up a "I'm a ********" sign and when you go back to get your car. Make sure the knobjockey is with a customer or infront of his peers and walk up and say "here's your sign", make sure it has a rope on it and hang it over his head. Then walk into the managers office close the door and have a chat with him about Captain fu.cko and the many reasons why this ***** smokin' noodle should be fired.
I refuse to take crap from anyone let alone a fu.cking car salesman.
You did the right thing in getting Audi America involved... at least they have it on record now.
#4
08-21-2005, 03:49 PM
RE: Psycho Dealer Stories Anyone?
ORIGINAL: Crazyhorse
... Frankly I can't think of anything, since service is already free. I really don't care for an apology from this sack of ****. Ideas?
... Frankly I can't think of anything, since service is already free. I really don't care for an apology from this sack of ****. Ideas?
I would defenitely have spoken to the Branch Manager, Sales manager etc..
as far as asking for something - your time w/out your car is worth something - how about another complimentary detail, a
complimentary oil change etc..
Good luck ! I'm sure theyll accomodate you - just be sure to mention in your letter that the salesman X accused you in front of staff and customers of being a thief yada yada yada...
Good luck !
#5
08-21-2005, 05:54 PM
RE: Psycho Dealer Stories Anyone?
wow, that's pretty crazy....honestly, if it were me, i would do everything in my power to have the a$$hole fired. talk to the GM of the dealership, tell him you're currently talking to Audi of America about the whole ordeal, and let him know that if he fires that salesman, you'll drop the whole thing. Make sure he understands the severity, and definitely milk the whole 'accused me of being a thief and a scammer' thing...or if you'd rather just have some free stuff, you can go that route too. if you go that route, don't even deal with the GM, go directly to audi of america....also tell them that you couldn't get to work on the second day because you were expecting to have your car and you didn't. tell them you want them to compensate for your lost wages..
#6
08-21-2005, 07:37 PM
RE: Psycho Dealer Stories Anyone?
I'd be happiest getting him fired...
Say you don't care about loss wages (although insist that you did lose pay), as long as he's let go.
What you went through is rediculous! Sounds like he should be working at one of those shady "here today, gone the next" type of dealerships.
Say you don't care about loss wages (although insist that you did lose pay), as long as he's let go.
What you went through is rediculous! Sounds like he should be working at one of those shady "here today, gone the next" type of dealerships.
#8
08-22-2005, 12:07 AM
RE: Psycho Dealer Stories Anyone?
OK here it is, names retracted.
I have a legal background, and here what a good complaint letter should read like... although I do have the glaring problem of it not actually asking for anything. But he's definitely going to have his *** handed to him so that should be enough. I actually had to go back and rewrite it a bit after I was done, I got a little over-dramatic.
WARNING: VERY LONG!
August 20, 2005
Audi of America
3499 West Hamlin Road
Rochester Hills, MI 48309
Ref: xxxxxxxxxx
To Whom It May Concern:
I had an experience at an Audi dealership recently that I feel Audi USA should be aware of. I purchased a new A4 on February 10th of this year with the assistance of salesman Mr. *******, of Rusnak Audi of Pasadena. Mr. ******* was thoroughly helpful and he most definitely earned the high marks that I gave him on the dealership survey.
During the sale, Mr. ******* told me to bring the vehicle back for a complimentary detail, and I agreed to do so. As an aside, he also mentioned that the dealership would fill up the gas tank when I brought the vehicle in for service. I felt that this was a thoughtful gesture, and I made clear that I appreciated the service I had received from him and from the dealership. I made an appointment to bring the vehicle in for detailing approximately 2-3 weeks later, but cancelled the appointment the day before due to a scheduling conflict.
Earlier this month I scheduled my 5,000 mile service. While scheduling the appointment I tried to verify the offer of complimentary gasoline. The Service Department said that they had no such policy. I called Mr. ******* for clarification, and he immediately remembered me and my vehicle. He also remembered that I had not had the vehicle detailed yet, and I scheduled the detailing with him for August 15th, the same day I was going to have the vehicle serviced. Once again, I was impressed by Mr. *******’s thoughtfulness and attention to detail.
I brought the vehicle in on August 15th, and the Service Department was advised to turn the car over to Mr. ******* for detailing once the service had been completed. In the early afternoon of that day, I received a call from the Service Advisor stating that the service had been completed and that he had either contacted or left a message for Mr. ******* to pick up the car. I called Mr. ******* twice this afternoon to determine when the car would be ready, but received no response. Having not received a call back, I assumed that the car would not be ready until the following day, and made transportation arrangements.
On August 16th, the next day, I waited until the afternoon to call Mr. ******* to determine when my vehicle would be ready for pickup. I called several times and received no response. The Sales receptionist insisted she would contact him on his mobile phone and determine why he had not called me back. At approximately 5:00PM, I had not heard back from Mr. ******* and personally went down to the dealership to reclaim my vehicle. Mr. ******* was nowhere to be found, and had not returned calls to the Service Department nor to the Sales receptionist, both of whom I spoke with personally. At this point, nobody could determine the location of my vehicle. Frankly, I would not be able to go a total of 3 days without my vehicle, as my work requires a great deal of driving.
The Service Advisor went out of his way to assist me, and unable to contact Mr. ******* or locate my vehicle, he spoke with the Sales Manager. The Sales Manager authorized a rental car for me, since my vehicle was nowhere to be found and it appeared that I would be without it for a third day. At this point, I paid for the rental with my MasterCard and was informed that I would reimbursed for my expenses. I did not complain nor express the fact that I was highly annoyed by this sequence of events, but I felt that the rental was the least that the dealership could have done for me. I was convinced at this point that Mr. ******* had simply forgotten about my vehicle.
At this point Mr. ******* appeared in the Enterprise Rental Office, located on the dealer’s premises. I informed him that I was renting a car and at this point he engaged in a most unexpected tirade. As soon as I realized what he was insinuating, I realized that the best course of action was to not get upset, but rather to take mental note of what he was saying in order to try and ascertain what was going on. The following statements were made by Mr. ******* to me at this point:
“You’re paying for that rental yourself.”
I explained to him that the Sales Manager had authorized it, he told me that he had spoken with the Sales Manager and that the offer had been revoked. At this point I asked him if my car was ready and whether or not it had been detailed.
“It hasn’t been done because you already had it detailed last time you serviced your car.”
I reminded him that he scheduled me knowing that I had not had the car detailed yet. I also explained that I had the vehicle in for a minor issue and that: (A) I had not notified Sales that I was bringing the car in; (B) the vehicle was not at the dealership long enough to be detailed; (C) Service was not told to hand the car over to sales; and most obviously (D) the car was absolutely and unequivocally not detailed when I picked it up from the Service dock.
“I have records that show that you had your car detailed last time you brought your car in for service.”
I protested, bristling at the accusation that I was essentially trying to con the dealership out of a free detailing. I insisted that the records were mistaken.
“Yes you did. You had the car detailed and you picked it up on the Showroom Floor.”
I continued to insist that I had done no such thing, but it became clear that Mr. ******* was accusing me of trying to defraud the dealership. Realizing that I was not going to convince him otherwise, I asked politely if I could leave the car for another day to be detailed. He flatly refused. Finally I asked him why he had not called me back, and how long I would have had to wait had I not personally appeared to find my car.
“I got busy. Service should have called you when the car was ready. I had nothing to do with that.”
And with that he got up and walked out. Service called me immediately upon completion of the 5,000 mile service, the previous day, informing me that Mr. ******* had been notified that the car was ready to be picked up for detailing. It was clear that Mr. ******* did not care that I was left without transportation, and instead of apologizing for my inconvenience, he began berating me for trying to scam the dealership out of a free car detailing. Finally, to add insult to injury, when he walked out without telling me where my car was. I had to chase him down after canceling the rental, and he finally pointed me towards my car that was sitting in front of the Service Department. The Service Advisor was incredulous when I relayed what had happened, as he also could not comprehend why Mr. ******* had not called me back, nor why he failed to inform me of any problem. Frankly, if there was such a problem, Mr. ******* had a day-and-a-half to call me and tell me to pick up my car, which I would have done. God knows how long I would have been without a vehicle had I not personally showed up to track down my car.
Quietly fuming, I return to the Sales Department to insist on my innocence and make it clear that any records indicating that I picked up the vehicle on the Showroom Floor were inaccurate. Entering the Sales area, the receptionist that I had spoken with earlier gave me an apologetic and confused look. Finding Mr. ******* at his desk, I sat down. At this point his demeanor had inexplicably changed, and he asked me when I could bring my car in for detailing. I made arrangements to bring it in on August 23rd, and quite disgusted, I left at that point.
I am skeptical that any records exist that indicate that I “picked up the car on the Showroom floor.” Even if I had, which I most assuredly did not, to accuse a customer of trying to scam the dealership in this manner is appalling. The manner in which Mr. ******* comported himself was completely unprofessional, as he embarrassed himself in front of me as well as his colleagues. I have never stolen a thing in my life, and to be honest I would have paid the $75 for the detailing had I been asked. The only logical explanation for Mr. *******’s insistence that I had picked up the car in the manner described is if the cancelled appointment had somehow been mistakenly annotated to show that the detailing was completed and that I picked up the car on the Showroom Floor. Even if this theory is correct, this cancelled date was 3-4 months before the minor service that Mr. ******* claims was done at the same time as the detailing.
The most upsetting aspect of this was that Mr. ******* did not offer even a semblance of an apology. I am a working professional, and being left with a car for 2 days straight was a major inconvenience. Had I not appeared to claim my car, I would have been left without transportation for at least 3 days. This did not appear to faze Mr. *******, who refused to accept any responsibility and who made it clear that he blamed me for disturbing him and wasting his time. I believe that Mr. ******* probably forgot about my car, as his story about the records was completely incoherent. He had ample time to call me and inform me of any problem, yet he chose to ignore me.
This treatment of a customer is unacceptable in any setting and under any circumstances. Mr. *******’s wanton disregard of common decency lost him a guaranteed sale of a second Audi that I would have purchased for my household within the next 6 months. Frankly, I would not wish this experience on anyone. I would ask for a formal apology from Mr. *******, but I have no desire to have any further contact with him in the future.
Please feel free to contact me for any additional information or clarifications.
Best regards,
[Signature Block]
I have a legal background, and here what a good complaint letter should read like... although I do have the glaring problem of it not actually asking for anything. But he's definitely going to have his *** handed to him so that should be enough. I actually had to go back and rewrite it a bit after I was done, I got a little over-dramatic.
WARNING: VERY LONG!August 20, 2005
Audi of America
3499 West Hamlin Road
Rochester Hills, MI 48309
Ref: xxxxxxxxxx
To Whom It May Concern:
I had an experience at an Audi dealership recently that I feel Audi USA should be aware of. I purchased a new A4 on February 10th of this year with the assistance of salesman Mr. *******, of Rusnak Audi of Pasadena. Mr. ******* was thoroughly helpful and he most definitely earned the high marks that I gave him on the dealership survey.
During the sale, Mr. ******* told me to bring the vehicle back for a complimentary detail, and I agreed to do so. As an aside, he also mentioned that the dealership would fill up the gas tank when I brought the vehicle in for service. I felt that this was a thoughtful gesture, and I made clear that I appreciated the service I had received from him and from the dealership. I made an appointment to bring the vehicle in for detailing approximately 2-3 weeks later, but cancelled the appointment the day before due to a scheduling conflict.
Earlier this month I scheduled my 5,000 mile service. While scheduling the appointment I tried to verify the offer of complimentary gasoline. The Service Department said that they had no such policy. I called Mr. ******* for clarification, and he immediately remembered me and my vehicle. He also remembered that I had not had the vehicle detailed yet, and I scheduled the detailing with him for August 15th, the same day I was going to have the vehicle serviced. Once again, I was impressed by Mr. *******’s thoughtfulness and attention to detail.
I brought the vehicle in on August 15th, and the Service Department was advised to turn the car over to Mr. ******* for detailing once the service had been completed. In the early afternoon of that day, I received a call from the Service Advisor stating that the service had been completed and that he had either contacted or left a message for Mr. ******* to pick up the car. I called Mr. ******* twice this afternoon to determine when the car would be ready, but received no response. Having not received a call back, I assumed that the car would not be ready until the following day, and made transportation arrangements.
On August 16th, the next day, I waited until the afternoon to call Mr. ******* to determine when my vehicle would be ready for pickup. I called several times and received no response. The Sales receptionist insisted she would contact him on his mobile phone and determine why he had not called me back. At approximately 5:00PM, I had not heard back from Mr. ******* and personally went down to the dealership to reclaim my vehicle. Mr. ******* was nowhere to be found, and had not returned calls to the Service Department nor to the Sales receptionist, both of whom I spoke with personally. At this point, nobody could determine the location of my vehicle. Frankly, I would not be able to go a total of 3 days without my vehicle, as my work requires a great deal of driving.
The Service Advisor went out of his way to assist me, and unable to contact Mr. ******* or locate my vehicle, he spoke with the Sales Manager. The Sales Manager authorized a rental car for me, since my vehicle was nowhere to be found and it appeared that I would be without it for a third day. At this point, I paid for the rental with my MasterCard and was informed that I would reimbursed for my expenses. I did not complain nor express the fact that I was highly annoyed by this sequence of events, but I felt that the rental was the least that the dealership could have done for me. I was convinced at this point that Mr. ******* had simply forgotten about my vehicle.
At this point Mr. ******* appeared in the Enterprise Rental Office, located on the dealer’s premises. I informed him that I was renting a car and at this point he engaged in a most unexpected tirade. As soon as I realized what he was insinuating, I realized that the best course of action was to not get upset, but rather to take mental note of what he was saying in order to try and ascertain what was going on. The following statements were made by Mr. ******* to me at this point:
“You’re paying for that rental yourself.”
I explained to him that the Sales Manager had authorized it, he told me that he had spoken with the Sales Manager and that the offer had been revoked. At this point I asked him if my car was ready and whether or not it had been detailed.
“It hasn’t been done because you already had it detailed last time you serviced your car.”
I reminded him that he scheduled me knowing that I had not had the car detailed yet. I also explained that I had the vehicle in for a minor issue and that: (A) I had not notified Sales that I was bringing the car in; (B) the vehicle was not at the dealership long enough to be detailed; (C) Service was not told to hand the car over to sales; and most obviously (D) the car was absolutely and unequivocally not detailed when I picked it up from the Service dock.
“I have records that show that you had your car detailed last time you brought your car in for service.”
I protested, bristling at the accusation that I was essentially trying to con the dealership out of a free detailing. I insisted that the records were mistaken.
“Yes you did. You had the car detailed and you picked it up on the Showroom Floor.”
I continued to insist that I had done no such thing, but it became clear that Mr. ******* was accusing me of trying to defraud the dealership. Realizing that I was not going to convince him otherwise, I asked politely if I could leave the car for another day to be detailed. He flatly refused. Finally I asked him why he had not called me back, and how long I would have had to wait had I not personally appeared to find my car.
“I got busy. Service should have called you when the car was ready. I had nothing to do with that.”
And with that he got up and walked out. Service called me immediately upon completion of the 5,000 mile service, the previous day, informing me that Mr. ******* had been notified that the car was ready to be picked up for detailing. It was clear that Mr. ******* did not care that I was left without transportation, and instead of apologizing for my inconvenience, he began berating me for trying to scam the dealership out of a free car detailing. Finally, to add insult to injury, when he walked out without telling me where my car was. I had to chase him down after canceling the rental, and he finally pointed me towards my car that was sitting in front of the Service Department. The Service Advisor was incredulous when I relayed what had happened, as he also could not comprehend why Mr. ******* had not called me back, nor why he failed to inform me of any problem. Frankly, if there was such a problem, Mr. ******* had a day-and-a-half to call me and tell me to pick up my car, which I would have done. God knows how long I would have been without a vehicle had I not personally showed up to track down my car.
Quietly fuming, I return to the Sales Department to insist on my innocence and make it clear that any records indicating that I picked up the vehicle on the Showroom Floor were inaccurate. Entering the Sales area, the receptionist that I had spoken with earlier gave me an apologetic and confused look. Finding Mr. ******* at his desk, I sat down. At this point his demeanor had inexplicably changed, and he asked me when I could bring my car in for detailing. I made arrangements to bring it in on August 23rd, and quite disgusted, I left at that point.
I am skeptical that any records exist that indicate that I “picked up the car on the Showroom floor.” Even if I had, which I most assuredly did not, to accuse a customer of trying to scam the dealership in this manner is appalling. The manner in which Mr. ******* comported himself was completely unprofessional, as he embarrassed himself in front of me as well as his colleagues. I have never stolen a thing in my life, and to be honest I would have paid the $75 for the detailing had I been asked. The only logical explanation for Mr. *******’s insistence that I had picked up the car in the manner described is if the cancelled appointment had somehow been mistakenly annotated to show that the detailing was completed and that I picked up the car on the Showroom Floor. Even if this theory is correct, this cancelled date was 3-4 months before the minor service that Mr. ******* claims was done at the same time as the detailing.
The most upsetting aspect of this was that Mr. ******* did not offer even a semblance of an apology. I am a working professional, and being left with a car for 2 days straight was a major inconvenience. Had I not appeared to claim my car, I would have been left without transportation for at least 3 days. This did not appear to faze Mr. *******, who refused to accept any responsibility and who made it clear that he blamed me for disturbing him and wasting his time. I believe that Mr. ******* probably forgot about my car, as his story about the records was completely incoherent. He had ample time to call me and inform me of any problem, yet he chose to ignore me.
This treatment of a customer is unacceptable in any setting and under any circumstances. Mr. *******’s wanton disregard of common decency lost him a guaranteed sale of a second Audi that I would have purchased for my household within the next 6 months. Frankly, I would not wish this experience on anyone. I would ask for a formal apology from Mr. *******, but I have no desire to have any further contact with him in the future.
Please feel free to contact me for any additional information or clarifications.
Best regards,
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