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| - Three years ago I purchased a 2010 Chevrolet Traverse brand new, this was the SECOND vehicle that I purchased from Freeway Chevrolet.
Now the head of finance was told ahead of time that I would do the deal for no more than 6% interest (in 2010; a good rate for someone with a 750 FICA). Freeway's ENTIRE accounting dept. however lost my paperwork for 3 months. WHILE I was calling them asking them what was going on because my trade in vehicle's financing was calling me to find out why I'm not making any payments.
They then called me to tell me that they now needed the vehicle back because they didn't follow through and the 6% wasn't going through with any of their preferred lenders. They also told me that the 2008 Tahoe that I traded in for the Traverse was gone (extremely bad form, and I believe against the law especially since they didn't even pay me for it, and as I said the bank was calling me asking why I wasn't paying for it).
Long story short I called up my State Farm Rep and got financing at 6% for the Traverse without any effort whatsoever (other than a lengthy drive to my reps office and signing the paperwork). I took a check from State Farm to Freeway Chevrolet, and sat down with the GM Michael J. Cook. Who apologized profusely in order to pry that check out of my hands, rather than have me take it to another dealership and pick out another vehicle (thus giving him back the Traverse with what was then 1000 miles on it, and slapping him with a lawsuit over the Tahoe he sold out from under me and never bothered to pay for).
I explained to Mike that they owed me, my credit was now dinged due to THEIR lack of payment, and as a gesture of good faith the LEAST they could do, would be to guarantee me free oil changes and basic vehicle maintenance (tire rotation, etc...) for as long as I owned the Traverse. Needless to say Mikey like it, he agreed shook my hand wrote up a little note and his sales manager Mark Oreo was in the room to witness the whole thing.
Last week I took in my Traverse in for what I thought was a serious enough problem (the A/C not functioning properly), and then found my lovely traverse also had a very serious problem with the transmission. No big deal, all under warranty.
I figured you know what though, it's almost time for an oil change, and the tires should be rotated, go ahead and do that while you have it.
A few hours later the service adviser Craig called and explained to me that the maintenance was NOT going to be covered, and I would need to take that up with Mike Cook.
I proceeded back to GM Michael J. Cook's office, and asked him what exactly was going on? I had even used my free oil change service in the past (twice). Mr. Cook decided that he would treat me like someone that had walked in off the street and was threatening his life.
As I stood there asking "What's going on? We had a deal." (without EVER even raising my voice). He actually yelled at me THE CUSTOMER (that had purchased NOT one but TWO vehicles from his dealership). He then threatened to "kick me off the property", told me "that the cops could be called for trespassing", and that he had no problem "refusing me service at all". I asked him "What's with all the hostility? I haven't even raised my voice let alone spoken ill of anyone." His response "I don't like your posture."
Well Mr. Cook my posture is now this. I will no longer shop at your dealership (purchasing two vehicles from you was apparently two too many), and my story and our conversation is now a matter of public record. I have also contacted Chevrolet directly to let them know exactly who is representing them in Chandler, AZ.
I hope you have a good day, and enjoy your "power trip". I have a feeling it's going to be a short one, because I'm just getting started, and the customer is ALWAYS right.
Take that from an actual business OWNER, not a GM of someone else's company.
T.
P.S. I've moved since our original agreement, but you can be sure that when I do find my paperwork signed by you that it will be posted, and shared with Chevrolet Corporate as well. EITHER way, this does not explain why 2 people from your organization suddenly forgot the deal, and why your service manager/adviser Craig used the words "Yeah, apparently we're not going to honor that anymore?". Or why you decided it was appropriate to treat a paying customer in such a manner for that matter.
SUMMARY: My advice to all the Yelpers... avoid like the plague. Typical car sales people, nice as can be till they get your money in hand, then you can go rot in a hole as far as they're concerned. (At least that's the impression I got from the GM)
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