Schumacher Chevrolet of Clifton

Schumacher Chevrolet of Clifton responded

Thank you for your positive review. It is customers like yourself that make our job easier and fun. Both you and your wife are very nice people and we hope to work with you again soon. Let me know if there is anything else we can help you with.

Schumacher Chevrolet of Clifton responded

The interesting thing about this comment is that the Actual customer (which is not the person writing the review) had no difficulty speaking English the past several times they came into the dealership to look at and test drive the 2011 Traverse 2LT AWD they wanted to buy. The vehicle had an MSRP of $44,000 with available rebates and discounts they were able to buy the vehicle for $40,700. During several previous visits the actual customer stated that they wanted to get the lowest payments possible while buying a vehicle with the most features and options possible. There was 0% financing for 60 months on the Traverse but you couldn’t get the $2000 rebate with 0% so the business manager suggested they use the rebate and with their credit rating they were able to get low 3.9% financing for 72 months giving them a low payment on a vehicle loaded with options and features they wanted. The customer said that they wanted to think about the deal for a while, in fact they took 2 weeks to decide how they wanted to proceed. One of the Crane Chevrolet customer service team called them back to see if they were still interested in the vehicle at the terms last discussed and they said that they were coming in on Saturday to pick up the vehicle. This is when they brought a friend along to help. Not knowing all the details, the friend argued that they should be able to get a more expensive vehicle for a lower price. He was asked if he was the one buying the vehicle but he said no his friends were he was jut trying to help. The business manager went over the complete deal with everyone and the customer still wanted to take delivery of the vehicle but the friend insisted they get a better deal. When this didn’t happen he started to yell and degrade the business manager who at that time asked the friend to leave his office. The friend then started to yell and curse in the showroom and was politely asked to stop as there were many other customers, many with young children. When he continued to yell and curse the managers escorted the entire party out of the showroom and asked them to leave. The friend continued his tirade outside, which is still not an acceptable behavior. He made threatening remarks to several dealership employees and yes, some of the employees stepped in with verbal comments that they should leave as they were being rude. Nobody wanted to fight. All we wanted was to have the people who were making the situation uncomfortable to leave the premises. At that time both the friend and the dealership management called the police. When the police arrived, statements were taken and the friend was asked to leave the property. Our dealership does not keep customer deposits and this one like all others would have been refunded immediately but they did call their credit card company. As a place of public business we cannot tolerate threatening remarks from anyone for any reason. This business has been in operation by the same family since 1914 and a business does not stay in business of you do not take care of your customers. True you cannot make 100% of the people happy 100% of the time but if you look at our customer testimonials on our website (click on this link: http://www.cranechevy.net/Customer-Testimonials) you can clearly see that we do a good job of customer service here at Crane Chevrolet. If the customer wants to come in and continue the business relationship with us we will be more than happy to help them the best we can. We just ask that they leave their friend at home.

Schumacher Chevrolet of Clifton responded

This customer came in on August 10th, 2011 to look at the 2011 Equinox 1LT model and stated that she wanted an Equinox with a back up camera and an automatic dimming rearview mirror. The salesperson explained that the back up camera was available on the 1LT model as a $445 option but the auto dimming rearview mirror was not available in the 1LT model line. The customer decided to hold off on vehicle purchase for a few weeks. They came back in early September and brought up discussion again and decided that they should look at 2012 models as they were now available and in stock. The salesperson notified the customer that the back up camera was now standard equipment on the 2012 1LT model level – The father of the customer argued that the vehicle should then be $445 less but was informed that it could not be less as now there was more standard features in this model. The customer demanded to know why the auto dimming mirror wasn’t available in this model but decided that they would purchase vehicle anyway. Vehicle was not in stock so Crane had to locate the vehicle which we did. When vehicle was to be delivered the customer was upset that the vehicle did not have the auto dimming rearview mirror and cancelled purchase of vehicle. They weren’t willing to pay for the next model up which is the 2LT so they did not get the features available in that model (the auto dimming rear view mirror). As a dealership we have to work within the parameters of what the manufacturer produces. Sometimes customers do not understand the complexity of various option packages. What can make things seem more complicated is when there is a model year change where things that were optional in one model year, become standard in another model year. Almost every single manufacturer has a price increase from one model year to the next and most consumers understand this process. This customer was shown and explained what features were standard in both the 2011 model and 2012 models they were looking at. The manufacturer advertises special finance rates that are available to customers buying the particular vehicle but, these rates are based on a customers credit rating. If a person's credit history and related credit score don't meet the parameters of the finance company then the special advertised rate is not available to that customer. At that time the customer is notified that they have qaulified for a different rate level and can then decide to continue with the purchase of the vehicle or cancel the deal in progress. Most people understand this process which can be confusing to some.

Schumacher Chevrolet of Clifton responded

Crane Chevrolet participates in the DealerRater.com Certified Dealer Program as we are are committed to providing high quality customer service. Based on the review you posted it would seem as you did not share that experience. That is very disappointing to us, and I would like to clarify what actually happend in this instance and we hope this resolves your issue and that you edit your comment accordingly. It is the policy of this dealership to return deposits ONLY to the individual who the deal is written for - in this case your girlfriend. She is the only person who could get the deposit back. We cannot give a deposit back to someone she sends in unless she is with them and that was not what happened here. When she contacted the dealership she stated that she changed her mind on the vehicle that she wanted to buy, even though we spent money and performed a list of work she asked to be done on the vehicle before she picked it up. During this phone call she asked if we had any other vehicles that would be more suitable to her wants. We told her that we had some other vehicles coming in and if she would like to come in and see them she could, If they weren't to her liking we would refund her deposit. When she came in several days later, she was shown several vehicles and after thinking about them for a while she decided to ask for her money back. At which time a check request was submitted to the office and a check was written and signed then handed to her. Did she have to wait for an authorized signature to sign the check? Yes she did, but she came into the dealership and was given her deposit back. We do not hold customer deposits if they are not buying the vehicle. This is not how we do business. We have been in business, family owned and operated since 1914. You don't stay in business that long if you don't treat people fairly. We regret any missunderstandings you may have had if you were asked by your friend to come pick up her deposit. As I mentioned above we did not know who you were and she was not with you to authorize us to give you her deposit back so we cannot give it to anyone but her. Your friend was given 100% of her deposit back after she decided that the other vehicles we had here did not meet her needs. If you have any questions please feel free to contact one of the managers here at Crane Chevrolet. Thank you for your understanding and we look forward to a retraction of your negative comments on this matter.