To whom it may concern,
I am writing this complaint letter in regard to what I feel to be lack of professionalism and utter disrespect. This to me is highly unfavorable for and with any business. Automotive or otherwise. Myself (Kobie Cole) and my partner (Kelvin Saunders) are in the market for a new convertible. We are established Buick owners and have been so for a number of years now as well as many other GM products. On 3/20/2016 I was in the Buick.com website building a Buick Cascada that I thought would fit our need in a convertible. At the same time after I built the car I noticed that Buick has a 24hr test drive program. I thought that would be a good idea to take advantage of that and get to really see if the Cascada would be a good fit rather than a quick 10-15min test drive and find out a little more information on what needed to be done to do so. So, first I contact Koon’s Chevrolet Buick GMC of Tysons and I was told that they do participate in the 24hr test drive and we were more than welcome to come and test drive the 2016 Buick Cascada for 24hrs at my leisure. But, I think why drive 30miles away, when Auto Nation is a closer Buick dealer right in Laurel and close surroundings. I go back into the Buick.com website and I click on the link to “locate a participating dealer.” Four dealers appeared but the closest two were, AutoNation Buick GMC Laurel and Capitol Buick GMC Greenbelt.
My partner Kelvin Saunders calls AutoNation Buick GMC Laurel on 3/25/2016 to speak with Riley Ledden (sales manager) but was transferred to sales associate Daryl Reid because Mr. Ledden was not at work that day. Kelvin speaks with Mr. Reid about the 24hr test drive program and he tells Kelvin that, yes they do participate and they have 4 Cascada’s in stock. But, that it was rather busy that Friday afternoon and that he would be best to come in the next day Saturday 3/26/2016 and I made an appointment with him at 2pm. We arrive at the dealer @ 2pm and ask for Mr. Reid and while we wait for him, we’re standing outside looking at a Summit White Cascada. He introduces himself (and we remember him as he remembered us from when we were there before when we were in the market for the Buick Regal that we didn’t buy from there. Basically because of the same attitude but from a different sales person), and gives a little introduction on this vehicle as far as the engine size and output which was totally inaccurate. We mention to him about the 24-hr test drive after a long silence and his demeanor changed as though and this is my own personal feelings that we weren’t suitable to take a Cascada out for the 24hr test drive. Looking at us up and down as if we weren’t suppose to be there and as though he was annoyed and or bothered by us and tells us that he will be right back and let us know whether or not we can take the car out for the 24hr test drive. He comes back out and lets us know that the Cascada is NOT under the 24hr test drive program.
Now my partner and I are highly annoyed because now you are telling us something totally different from what you told us less than 24hrs ago. My partner is telling him we were hoping to maybe give our business to a Buick dealer that’s closer to home and I mean under 3 miles away, rather than travel 30miles away where I know they are willing and wanting our business and his response to us is, “Ok, well.” Frustrated and highly annoyed we just leave, without even speaking with a manager. It was just better to walk away cause now we’re both feeling, profiled wrongfully by AutoNation Buick GMC Laurel. Maybe, because we didn’t fit the category of person that can afford that sort of vehicle from our looks and dress.
Mind you when I was in Buick.com website I did go through Buick 24-hr test drive Consumer Terms & Conditions and not anywhere within that document did I see it say that only particular vehicles can be taken out under that 24-hr test drive program. So, we would appreciate an explanation as to why we were told that we couldn’t take the car out because it wasn’t under the program.
Unfortunately I’m not done. Kelvin also gave a call to Capitol Buick GMC located in Greenbelt MD on 3/23/2016. He spoke with sales associate Alexander and was inquiring about once again the 24-hr test drive for the Buick Cascada. Mr. Alexander let Kelvin know that he thought that the program was for a limited time and that it was over. But, he wanted to make certain and would give Kelvin a call back. We never heard back from him. Just the same after we got the run around and left from AutoNation Buick GMC Laurel, we decided to go to Capitol Buick GMC of Greenbelt. Mr. Alexander greets us while in the showroom while we were looking at some Cadillacs and in the next sentence letting us know that he, “Forgot all about us,” and proceeded to let us know that the 24-hr test drive was over. Excuse my language…But what type of xxxx is that?? Seriously! Feeling greatly disgusted by how we’ve been treated in such a little time.
I’m trying not to give up and at least get to see the workings of the car. We travel out to Fitzgerald Buick GMC (Armen Martirosjan) in Rockville MD and it was like a breath of fresh air from utter disrespect, rudeness and lack of professionalism. They were the 3rd on the list of the participating dealers for the 24-hr test drive. We were told that of course we could do the 24-hr test drive and all we had to do is call and set up a date to do so and that was it. But, regretfully when I made the call to do the 24-hr test drive I was told that being that they only had 3 in stock they couldn’t allow me to take the car for 24-hrs. Yet again be mindful that Koons Chevrolet Buick GMC of Tyson only had 3 and were willing to allow me to do the 24-hr test drive. That’s just ridiculous that I had to travel 30miles into VA to do so. But, AutoNation Buick GMC of Laurel (Daryl Reid) and Capitol Buick GMC of Greenbelt (Mr. Rob Alexander), I just couldn’t let that go. To be treated as such and for what? That’s my question. This will be posted on My FB and Dealer FB/Tumblr/Twitter/DealerRater and a copy sent directly to Buick etc.
This sort of foolishness is not good for the Brand and certainly not good for the customer. It made us feel as though maybe we aren’t actually valued GM/Buick customers and that’s an indescribable feeling. Also, it makes us wonder maybe we would be treated better looking at the Audi A3 convertible or the BMW 2-series or 3-series convertible.
And finally…There should be some form of consistency across the board rather than every single dealer making up its own rules as it goes, that weighs against the rules and agreement that Buick set up itself for the 24-hr test drive program. I spoke with Scott a customer care specialist and he was reminding me that each dealer is independently owned and I knew that and got that. But, Buick is a brand at large with little satellite brands and if just one fails, what happens to the mother ship. Come on now. Right now it’s confusing to the consumer (Me and my Partner) and not as “Take Happiness for a 24-hr spin. For 24-hrs, it’s on your time and your schedule,” catchy a slogan/phrase that the advertisement describes the experience is supposed to be. From my experience thus far with just 3 dealers, it’s a bold face lie. Wonder what firm came up with that slogan, just for the dealers to make it so Untrue.
I filed my complaint with the Scott the Buick customer care specialist and I was given 3 reference numbers for each dealer I filed a complaint with. I hope to receive some sort of correspondence back.
I expected a much higher level of service from a Buick Dealer
Kobie Cole/Kelvin Saunders