"Your GM actually left me in tears. "
This is pretty much verbatim the letter I have sent to the owner of the dealership, as well as what I will be submitting to the Better Business Bureau. You have managed to lose a customer for life.
I would like to preface this by saying that before this incident, I was extremely happy with my experiences at Danbury Jeep. So much so that I was more than happy to drive over 30 minutes out of my way to go there for service on my 2015 Jeep Cherokee that I purchased last year from Matt Almeida. He took time with me, and was patient and understanding in my needs as a single mother to an infant.
My purchasing experience was fantastic, and Matt was great throughout. I really couldn’t have been happier with that entire experience. When it came time to get my first oil change on it, I had recalled reading somewhere, or being told by someone that because I purchased a Certified Pre-Owned vehicle with a certain warranty that I got free oil changes through the dealership. So of course I called and asked, and was told then that that was correct. I made arrangements to have someone watch my daughter because I was advised it can take a couple of hours to complete the oil change and inspection on my Jeep, and made the 30+ minute drive out there on a Saturday. The people I dealt with were again very pleasant, and I have no real complaints apart from the wait time on an oil change, but I was understanding.
Now came time for my second oil change, and because up to this point my experiences had all been positive, I called again to try to arrange a Saturday appointment for it on days I could have someone watch my daughter. After a few weeks of trying I still wasn’t able to do that, so I called to make arrangements to drop my Jeep off and let them have it the next day to complete the oil change and inspection, as well as provide an estimate on the damage that had been caused by someone hitting me in a parking lot. I have the warranty with the dealership that provides a comparable loaner via Enterprise through the dealership, so I asked the person setting up my appointment to set that up as well. Now bear in mind that I still live over 30 minutes away, and work full-time and have other appointments/errands I need to do, so getting everything all moved around to accommodate this appointment was no small task. But I am a firm believer in continuing to go to a place where you’ve been treated right. And who can turn down a free oil change?
The day comes where I am going to be dropping my Jeep off after work, and something in the back of my mind said to call and just ask about the oil change still being free, because also as a single mother, I don’t have an abundance of money and really didn’t want to be dropped with a bill I wasn’t planning on and having to deal with when the service department was closing. So I called and after 5 tries finally got someone, who I explained everything to and asked if that was all still true. The girl I got on the phone replied with, “If that’s what you were told before then that’s what you get.” I asked her to just double-check for my peace of mind, and she put me on hold. When she came back she then said, “You were misinformed. You don’t get oil changes on your vehicle.” I asked her why I had been told this before and if there was something they could work out with me for this oil change I had basically jumped through hoops to arrange, at which time she pretty much adopted a, “Oh well it sucks to be you,” attitude towards me. I asked to please speak with the manager as I had done all of this arranging and scheduling based on what I had been told by another employee at that dealership. She transferred me to the Service Manager, where I left a message. I decided at that time to contact the GM of the dealership as well and make that person aware of what was going on and what I had been told.
I got the GM on the phone, and for some reason my discussion with him turned into him arguing with, and even downright harassing, me and demanding to know why I hadn’t written down the name of the person who had told me about free oil changes months prior. I asked him why in the world it was somehow my responsibility as the customer to not only write down the name of every employee I speak with at his dealership, but to apparently ensure they are doing their job correctly and providing me with correct information. He got more argumentative at this, at which point I made it very clear that I was in no way demanding free oil changes for the life of my Jeep, but I was looking for some kind of help with this oil change I had gone through quite a bit of trouble to get arranged. After more arguing he finally said he would research the issue a little more and call me back. After that phone call I sent an email to my salesman, Matt, to let him know what was going on as well.
A little while later the GM did call me back, and said that he would give me this oil change for free, but that going forward I would pay for any oil changes provided by the dealership. I let him know I appreciated his help with this. There was a bit more arguing the point on his part about my not knowing who I had spoken to before. I once again told him that it is not the customers responsibility to make sure his employees are doing their jobs correctly. I verified the rest of the details of my appointment and got off the phone with him, as by this point he had left me more than flustered.
Later in the day I get there to drop my Jeep off, and deal with Melissa who is pleasant enough and helps me work out a way to get my key to my vehicle in the event that I can’t make the drive in time again the next day to pick my vehicle up. She calls Enterprise, but they can’t come get me as they are very busy at that time, so she has someone drive me down there. Here things got even worse than an argumentative and harassing GM, as I discovered that there had been an even further breakdown in communication from the dealership not just with me, but with the people at Enterprise as well.
I was suddenly being asked to provide a deposit I had never been made aware, but that the dealership knows about and had just failed to inform me of, as well as the fact that the ONLY vehicle they have for me to take is a Grand Caravan. Not only did I not have the money available for this deposit, as I had not been made aware of it by anyone I spoke to, but I had nowhere I could park this huge vehicle at my apartment, as my Cherokee was already pushing it in size and was the biggest that I could fit into my assigned spot. I stepped outside to once more speak to the GM of the dealership about these issues, who then became belligerent with me and even began yelling at me that I wasn’t happy with the free oil change and it’s not his problem if Enterprise didn’t have a vehicle comparable in size to my vehicle. I tried my best to remain calm through his yelling, and tried to get the message through to him despite his horrendous and borderline abusive behavior that these are things that need to be conveyed to the customer and to Enterprise, because I had been told the dealership never even told Enterprise I would be needing a vehicle until I was on my way to them. I told him that this basic breakdown in communication from his dealership is now leaving me in a very horrible money and parking situation, and all of these issues could have been easily avoided had there been basic communication with me AND with the people at Enterprise. He continues to yell at me, at which point I can do nothing but end the call.
I am left with no choice at this point but to take the Grand Caravan home and just hope I can find a way to park it so it doesn’t get hit. The gentleman at Enterprise goes out of HIS way to try to correct a problem caused by the dealership, and is very pleasant with me the whole time. Driving this thing is nothing short of a nightmare for a shorter woman such as myself that has never driven anything like this before, but I get home finally and try to calm down after the nightmare of a day I had dealing with all of this.
To say the way I was harassed and verbally abused by this GM is a gross understatement. This individual managed to take a customer that was more than willing to go out of her way to continue to do business with this dealership, and leave me never wanting to set foot in any Danbury Auto dealership ever again. Everyone I have spoken to about this cannot believe the treatment I have received, and are in agreement that this dealership is the absolute worst when it comes to taking care of its customers. I’ll also be sure to steer anyone I speak with as far from Danbury Auto as possible.