During a visit to the Orlando area to celebrate my son's birthday, we decided to shop for a suburban that we had little luck finding where we live down south. Arrived in Orlando on 10/7/2022 which was his birthday. On Saturday we called 6/7 Chevrolet dealers in the area inquiring on availability (New only). Left our names and numbers with all dealers. Finally, later that evening we received a reply that a new Surburban was available due to a deal falling through.
The salesperson agreed to meet us the following morning around 11:00 am. It was the Auto Nation Airport location. That morning we reached out to the salesperson, letting him know we were heading to the location. He replied that he had a family emergency and would not be there when we arrived but informed us of his co-worker would assist us. We arrived and the young man approached us and proceeded to show us the vehicle. After looking at it and confirming the price that was quoted over the phone was close to what the actual price was, we decided that we wanted to proceed with purchasing the vehicle. It was a Sunday, and the following day was a holiday; therefore, the banks were not going to be operational until Tuesday. Therefore, we asked what amount would be sufficient to put down until we could get the funds appropriated over to close the purchase.
This is where things went out the window. My husband was workings out the deposit amount inside the dealership with the manager. He was told that no amount of money would be allowed (not even $10,000).
This was confusing knowing it was the weekend and the following day was Columbus Day. He asked what the policy was for deposits, to hold the vehicle until the transaction could be completed. He was told that unless he had the money at that time, they would not hold the vehicle for any amount of money.
My husband is a City Employee and purchase other vehicles through the cities credit union. Therefore, he reached out to the credit union manager, which was willing to send over a letter or any document to ensure the loan was pre-approved. Unfortunately, the knowledge of a credit union personnel who deal with Auto Nation regularly was not helpful. He continued to speak to the manager, and she was not willing to explain to him what the policy was. He tried to explain that we were preapproved and that the funds would be processed and transitioned over first thing Tuesday, when the office opened. During this was discussion he and the manager did not come to an agreement, my husband again tried to express that it did not seem to be a standard protocol of selling a vehicle. So, we were told to do the financing, or else. Buy now it has been 3 hours and the little ones in the car were getting aggravated. I switched with my husband to see what could be done to secure the sale. I was told to complete the financing application in order to proceed. I did and I unlocked my credit to allow them to run it, however, I was told it was not open, I waited and waited until I felt like there was a personal issue more that the purchasing process. I then went in to show an email response from Experian that my credit line was unlocked.
My husband went in to see if things could be readdressed and by now the general manager was on site, he approached my husband and accused him of harassment. He replied that he was just trying to make since of the situation, then he left and said he was done.
I returned to see if the process was moving forward, finding our personal information lying on the counter for all to see, and the manager and the general manager sitting with little or no communication on what steps were taking place to complete the process.
The babies were emotional and probably hungry, so by then I was frustrated and felt it was personal attack.
The following morning, we were contacted by the original salesperson. Therefore, we extended our stay spending more money and time in the area, hoping to complete the deal. By his communication the vehicle was still available, we were by now willing to pay in full and complete the deal. He said after speaking with both persons from the previous day, he was told that he could not sale us the car after what they alleged was harassment.
I do not see myself or my husband as hostile people, what we experienced was lack of professionalism and a prejudge personal attack on our character. I am not one who complain, I allow my faith to oversee my adversity, trial and tribulations. However, this experience did something to me mentally and I have not rest, my husband felt depressed and very bothered. My husband was shopping for months because he wanted to surprise me for my birthday at the end of the month. He apologized to the sales rep., explaining he was just trying to secure the sale.
Integrity and humility are all we have to function in this world. Think about it it is 1:50 am and I am up writing this complaint. I was told Monday, that my phone complaint would be sent to the proper division. I would be contacted within 24-48 hours. I have not been contacted as of yet and I am struggling with the way we were treated.
Monday again getting the refusal of purchasing the vehicle after communicating with the salesperson. The general manager himself called much later in the day to inform me after I reached out to him with the offer of paying in full. Stating they had sold the vehicle that morning when we were told by the salesperson, it was available. Then he recanted his remark to say it was sold by noon.
It the principle of telling this to someone who is higher up in this company and hope that this does not happen to anyone else. As an owner myself, I have found myself making things right, on behalf of employees. This is to keep the integrity of the company sound and solid, even when an employee takes their positions beyond the policies I set into place. I have been in the preschool business for over 40 years and integrity is the key to success.
I hope you have read this in entirety and understand no one who has the means to purchase be denied the opportunity to do so. The ultimate goal that day was to sale and purchase, and that did not happen for us. However, the experience was much more profound than we expected.
I will be persistent and steadfast like the lady in the bible, as I look for some type of justice or understanding.
Bertha Smart Jackson
Desired outcome: Same purchase opportunity
