June 21, 2005

 To whom it may concern,

 I would like to relate to you our GM “New Car” buying experience at Van Chevrolet in Carrollton , TX .  I first would like to add that my husband is loyal Chevy customer where as I came from a foreign car family.  We’ve only been married a year when we decided we needed a new car as both of our cars are getting older.  I was determined to purchase a Nissan Altima but I agreed to test drive the new Equinox.  I fell in love with the Equinox but I did go ahead and test drive the Altima.   I was impressed with the Altima’s acceleration and sporty sleek design.  We spent hours of researching both cars.  I was so disappointed with the Altima’s safety ratings as well as customer service record that I was convinced the Equinox was for me.  Not only was it a great looking car but it had good gas mileage and I was impressed with the safety features (all within our budget)...I definitely wanted this car!  Next we researched the options and figured out exactly the Equinox we wanted to purchase.  My first new car!  I was so excited!  Now we just had to find it in the color and features we wanted.  The search was on...

 We spent our weekends at the New Car Dealerships and nights on the Internet searching for our “First” car at the price we could afford.  We already secured the financing with my husband’s credit union and at a good rate.  We received a letter from Van Chevrolet and since we were ready to buy we decided to go and take a look Wednesday, December 15, 2004.  Although we were ready to order our car, they said they had found 3 in the area close enough to match what we were willing to pay with the options we wanted and so we agreed on a price.  They said to come back on Friday to finish the paperwork and pick up our new car.  I couldn’t believe it!  I was getting my new car!

 However, when we returned on Friday we received disappointing news.  The car they had found had apparently already been sold and they were working on another one.  Meanwhile, they gave us a loaner while they delivered our product.  For the next week and a half I enjoyed driving the Equinox but learned that they could not deliver the car as promised.  The Sales Manager  that originally sealed the deal quit and was not longer working at Van Chevrolet.  On Tuesday, December 28, 2004 my husband went to Van Chevrolet and met a different Sales Manager.  He required and additional $1500 for an Equinox with more options (we did not want) or we could order the car.  So, he ordered the Equinox.  Wednesday, December 29, 2004 we were asked to return the Equinox they loaned us and so we did.  I was disappointed because they had wasted our time and now we no longer qualify to write off our purchase on our 2004 taxes but there’s nothing we could do.  My husband emailed GM for advice on the matter.

 Saturday, January 22, 2005 we decided to call our sales person to check on the status of our car and about when we could expect the vehicle to arrive but they were closed.  So we called back on Sunday (1/23/05) and we were told that the Fleet Manager was not in and he would be the one that could access this information in the computer and to call him the next day.  I called Monday, January 24^th and spoke with the Fleet Manager, he took my information and informed me that he would access the information and call me back.  I never received a call.  I called back the next day (1/25/05) and was told that the Fleet Manager no longer worked at Van Chevrolet.  I explained my situation to the receptionist and she transferred my call to someone in Management.  This person in Management took my information and told me he would call me by the end of the day with an update on my car.  I received no call.  I called the next day (1/26/05) and left another voice message with this person and did not receive a return phone call. 

I then called to speak to my sales person  and asked him what was going on.  He apologized and told me that he would call me back in an hour...an hour later he told me that a the Management person was very busy because of all the management changes but a manager would call me back in 2 hours because they were in a meeting.  I called Mr. Deal and left a voice message.  I never received a return phone call. 

 I called my sales person the next day and told him that no one called me.  He apologized and again told me how crazy everything was and I explained that we only wanted an update on our car we ordered so that we could make the arrangements for our old car.  He understood and said the original Sales Manager was coming back and he would get him to assist him since the Management person was too busy.  He made arrangements to call me the following week. 

 The following week, I called the management person on Wednesday, February 2, 2005 and again got his voice mail...again I left a message.  I called back to speak to my sales associate.  He said the management person had told him that he had talked with me and I had assured him no phone calls had been returned to me.  He said he would call me back in half and hour.  I did not give him the opportunity.  I called GM customer service line.  After explaining my situation to the CSR, she called and miraculously got the management person on another line.  He told her that he placed the order and it would arrive in about 3 ½ weeks.  I asked for an order number and he could not give her one.  I wanted to know when the order was placed and she said she thought it was today (2/2/05).  I asked her what was ordered and she said an Equinox.  I wanted to know if they ordered the car that we wanted.  I then called to speak with the General Manager; he was in a meeting so I left an urgent message for the General Manager to return my call.  I never received a returned phone call. 

 My husband was not happy at hearing this news and despite my being ill and being at home in bed for 5 days we went down Van Chevrolet.  We asked for the General Manager and he was not in.  When we asked to see the management person we were told he was not available.  Jaime greeted us and we explained to Jaime we were concerned that our car was never ordered and what exactly was ordered.  We wanted the order number.  He went to get a Manager to speak with us and they sent over a different Manager.  All he could tell us is that the car was ordered yesterday and said that there are “NO” PO numbers for vehicles that it just appears in their inventory one day.  My husband requested proof that the vehicle was ordered and he refused to give us any.  We asked for something in writing to assure us that the car was ordered and he refused.  The only thing he would tell us is that “didn’t GM tell you it was ordered”.  The GM CSR only told me what the original management person told her.  He would not confirm what the order was. 

 This car is not something that we just wanted it is something we needed.  The current management is blaming the “old” management for the mistakes and is also telling GM that as well.  The current management that’s in charge is who started this whole thing.  So here we are…we’ve lost our financial lock, GM’s incentives, and we have no idea what or when we were getting the vehicle and it is now about 2 months since we first stepped into Van Chevrolet. 

 Their upper management at Van Chevrolet has absolutely NO respect for their customers.  They saw no need to return any of our calls or greet us when we came into their store and forget about honesty it doesn’t exist there.  We only wanted the truth but there has been so many lies told that they no longer know what the truth is.  Good customer service starts at the top.  Our sales person Jaime is the only one that gave us as good of customer service as his Upper Management allowed him. 

 With the assistance of GM CS we were finally given a PO number on the vehicle but no one would tell us what options or color was ordered.  When my husband went to see Van Chevrolet he talked to the Sales Manager who finally showed him what was ordered.  My husband noticed that the vehicle did not have the upgraded 17” inch tires that we wanted.  When he questioned the Sales Manager he said it was included.  While there, my husband found his way to the GM’s office and was able to relay our experience to which the GM said he would look into it.  My husband was also concerned that all their permits on the walls were expired. 

 We were told that it would be here in 4-6 weeks and were assured that it would arrive before our trip in the middle of March but there was no car and as usual NO CUSTOMER SERVICE.  I called to get an update on the vehicle but neither the managment person nor the General Manager gave me the consideration of a return phone call.  Tired of the run around, my husband began calling and again nothing.  We had to rent a car for our vacation, which was something we had not planned on doing financially because we were going to have a NEW CAR!

 At the end of March, being so disgusted with Van Chevrolet my husband and I agreed that we absolutely did not want to deal with them now or in the future.  My husband originally from Austin had to go back there on business.  While he was there he decided to stop by Henna Chevrolet (where he had previously purchased 2 other vehicles hassle free (not counting his father’s cars)).  He spoke with Carter Hendricks about our ordeal and after discussing the matter we both agreed to order the Equinox with Henna.  The order was placed with Henna on April 1^st. 

My husband told me to inform Van’s that we did not want the vehicle and we would give the sales person something for all of his trouble.  I tried to call and found out that the sales associate no longer works there (big surprise).  I called the GM customer service and told the CSR that we did not want the vehicle and she responded by telling me that GM could not deliver me a car overnight.  That did not set well with me since this had been an ongoing issue since Dec 2004.  I told her that she should read the notes before making such a comment.  To my complete surprise, I received a phone call from a new person  who said that he called me last week and told me our car would be here at the end of April.  Another lie from Van Chevrolet, I think I would have remembered someone with a name as distinctive as “[omitted]” calling me with an update.  I think I would have remembered anyone from there calling me with an update because things like that just DO NOT HAPPEN at Van Chevrolet.

The next week we received a call from Carter and an update on our vehicle.  Over the next few weeks, we received multiple updates from Carter and before I knew it had arrived on May 11^th.  We drove down to pick it up on May 14^th.  I cannot begin to describe the courtesy we received on the day we picked up our new Equinox.  Everyone was friendly, courteous and helpful from our sales person, financing and then customer service that described in detail all the features of our new Equinox.  We finally received the “New Car” buying experience we deserved.  Henna Chevrolet made it all happen.  It was worth driving 3 ½ hours for that kind of customer service.

 It amazes me that Van Chevrolet is still in business.  Not only did they cost us time and money but also they completely lack Customer Service Skills.  I assure you if it weren’t for Henna Chevrolet GM would have not only lost my husband as a customer but never would have gained me as one.  We were completely frustrated by this whole experience and when it comes to replacing our next vehicle I know we never want to relive this experience.  Thanks to Henna Chevrolet we don’t have to.

 Sincerely,

 LB  

PS.  We were watching Van Chevrolet’s inventory to see if they indeed got our order correct and we found a new vehicle that matched our options (they never owned one like ours before) and it was missing the upgraded tires.  Interesting…..