Bill Seidle Chevrolet, Clermont FL / Poor customer service
October 9, 2006
To: Edward Peper, Jr, General Manager
Re: Bill Seidle Chevrolet, Clermont Florida
I felt it necessary to escalate this complaint to the highest levels of Chevrolet not because of the minor problems I had with Bill Seidle Chevrolet but with the arrogance of a high level manager at this dealership.
I will not bore you with the details of the minor problems with the dealership since LM for short; Manager did an outstanding job of addressing and resolving my sales, finance and service issues. Although the dealership had not exceeded my expectations, Mr. LM addressed each one of my concerns with a sincere determination to regain my trust. He should be rewarded for turning my satisfaction around.
Today, I came in with my first minor repair which was done to my total satisfaction and my vehicle was ready on time. I was disappointed in the “Courtesy” carwash that the service department had done. Because I had not expected a carwash, I felt the service department had exceeded their commitment but lacked a quality carwash job. I thought I would provide some goodwill customer feedback!
I stopped by the sales department on my way out and showed the carwash to L M thinking he would want to see it due to his commitment to quality. He brought over the Finance Manager and they both commented on the poor quality of the carwash. Mr. M offered to immediately resolve the situation which I first refused since it was a “Courtesy” carwash. But I then agreed and LM took my car back to have it washed again. This was a minor customer service problem resolved beyond my expectation. You may now wonder how it got from this to a letter to the GM of Chevrolet.
Not more than 5 minutes after my car was taken to be washed, a gentleman came up to me unannounced and asked me what was the problem. I asked him if he wanted to know about my earlier service problems or the carwash. He said the later. I began to explain the situation to him when he interrupted me and said the car had been washed satisfactorily and there was no problem. I asked him point blank, “Why did you ask me what the problem was, if the car was done to your standards. Give me my car back and I’ll leave.” I then asked him if that wasn’t a pretty stupid question to ask me since he already had already examined my car, determined an opinion and a resolution. He turned his back to me and as he walked away he saying “Yes, it probably was.” The vehicle was hastily removed from the detail department due to this gentleman’s remarks and returned uncompleted.
I inquired and found out that this unannounced gentleman was the General Sales Manager, D B for short, for Bill Seidle. I am infuriated that dealership general manager, D B, would disrespect me by turning his back on me and walking away. It was also appalling that a manager would blatantly override two of his mangers in front of a me, a customer, in the middle of the showroom floor.
Being a person who believes in consequences, I have decided to write this complaint and:
? Will not recommend Bill Seidle Chevrolet.
? Strongly question my continued loyalty
? For undetermined period of time display a sign on the back of my vehicle that says “Do not buy from Bill Seidle”. It should very effective since I park and travel in an area that has over 70,000 visitors per day. This should far exceed the 100 future customers an unhappy customer can verbally endanger.
Thank you for taking time to hear my complaint. It is too bad this happened after turning in my survey card. This individual would have severely impacted my responses and unfortunately customer service could not allow me to resubmit my survey. I went from the one of the happiest and most loyal GM, Chevrolet Impala, Metro, truck, Trail Blazer, Monte Carlo, Ion, Equinox owner to a disrespected, bitter customer in a matter of moments. Disrespect stays with you a long, long time while a car can get dirty overnight. The only thing D B did right was say “Yes, it probably was.” (pretty stupid)