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Hall Chrysler Jeep Dodge - Virginia Beach, VA

On 11/18/2009 11:24:19 PM lambchops864 wrote:
My search for a truck started (9OCT09) as just looking with a friend who was looking for a truck. I was just tagging along. My friend is a Dodge fan and I a Ford fan so you can see why I was just looking. The more he looked and explained the Dodge truck line, the more interested I became. The biggest "hook" for me at this point was the Lifetime Powertrain Warranty since my friend knew I drove the life out of my vehicles.

I looked at trucks at Hall Dodge first and since I was just tagging along, we continued on. My friend had dealt with Greenbriar Dodge before so we went there and my quest started there. The associate was a bit pushy in wanting a deal right away. Wanting to know how much I wanted to spend, what my payments, etc (blah, blah, blah) you know the drill. I told him what I "needed" the truck to as a "must have" and what bells and whistles I did not need. There was no truck on the lot we could agree on so the sales person said they could look online for what I wanted from another dealer. As it got later, the salesman said he would have the manager keep looking the next day as he was going hunting. The next day I received no contact from anyone at Greenbriar until I called them in the early evening. I was pretty disgusted at their lack of interest.

That is when I called Curt from Hall Dodge. Curt had shown me two trucks the day before. I asked if he still had the "arrest me" red that had the things I told him were a "must have". He said he did. I told him I have "this much money" and if he wanted to sell the truck for "this much money" out the door I would buy the truck. He said he would check with the manager. I figured I wouldn't get a call back for awhile or told I needed to come in to discuss the sale. I got a call back within 15 minutes with a price and I told Curt to give me a few minutes to juggle numbers on my end. He said ok. Curt called back in less than 5 minutes with another offer and I accepted it. You might say it was a hand shake over the phone. At this time it is around 1900 on 10OCT09 and the dealer closes at 2000. I told Curt to put a sold sign on it and I would come in on Monday to do the paperwork. Curt said unless I objected, I could come in that evening!!!! I was 30 minutes away! I went in at 1930 and Curt and Mike stayed until all the paperwork was done. Mike and Curt explained everything as we went along and did not rush to leave. All my questions were answered fully, and I asked alot of them as this was the first Dodge truck I was about to own. I left the office at 2215 in my new truck!!!!

In less than a week, Curt called me and told me Mike said I needed to come in and sign some additional paperwork. I asked what is was for as I had signed enough paperwork to enlist in the military 3 times! He said he didn't know and would have Mike call. I told him I was on emergency leave for a terminally ill family member and could we deal with this upon my return. He said it was up to Mike.

Mike calls the next day and says the 0% financing did not go through with GMAC but he found a bank to finance the loan. I was livid!!! Mike said I needed to sign all the new paperwork as soon as possible. I explain about my emergency leave situation and said I would take care of things upon my return. He said the paperwork had to be completed and that he would FEDEX everything to me. Again I was even more livid! Livid that there was no empathy or consideration, just paperwork. I told him he could have the truck back.

The next day James from finance calls me. He is concerned that I want to return the truck. I explain everything that transpired over the phone with Curt and Mike and he said he didn't hear all of that. He said he watched the recording of the original paperwork signing and apologized for the lack of empathy and encrochment on my family. He explained what had happened and said the paperwork would wait until my return and that I would be dealing directly with him from that point on.

Upon my return, I met with James and he explained in depth what had happened and where we needed to go from there. He even gave me the option of returning the truck at no charge for its use. I decided to keep the truck. James voided all the previous paperwork one piece at a time to explain the difference in the numbers with the new financing. James answered all my questions and was extremely patient with my wanting to juggle numbers for a better understanding. He even let me use use HIS calculator!

When it was all said and done, I saved an additional $4500 on the truck!! Curt apologized with sincerity and accepted responsibility for his lack of empathy over the phone. James was sincere in accepting responsibility for everything. The dealership manager also apologized and said this case would be used to train employees to ensure there is better communication.

Curt was great overall. He was not pushy when I first said I was just looking. He said no problem, let me know if you change your mind. He kept his word for our over the phone aggreement when it came to the cost of the truck. I know he is glad he didn't go hunting!!!

Overall, though I had a bit of a rough spot in getting the paperwork straightened out, everyone involved accepted responsibility for the events that occurred and there was no passing the buck to blame someone else. So if you are in NEED of a truck or just WANT one, go see Curt Cooper at Hall Dodge.

Greenbrier Dodge - Chesapeake, VA

On 11/16/2009 8:08:16 PM navy303 wrote:
Reggie Wilkins was by far the best car dealer I have done business with. He knew what he was doing and was very professional and courteous. I would recommend this dealership to anyone. They helped me out and gave me a great deal on my new 07 Dodge Charger.