| Re: Craigslist rant by dealer customer |
Subject: Re: Craigslist rant by dealer customer by teraldhopkins on 2011/7/27 19:14:16 This is Terald Hopkins, the GM at Modern Nissan. I would like to thank you for at least being willing to look at all the facts before making a judgment. Here's what happened: A good customer of ours and her blind husband came in a bought a used Maxima with 12,000 miles on it. Since it came from one of our other stores, we changed the oil and serviced the vehicle to make sure we felt confident in selling it to our customer. The next morning the customer called us in a panic, with good reason, and said there was oil in their driveway and other places they had been. We towed the car to our store and checked it out. We screwed up! The tech had left the old seal on the car when changing the oil. It resulted in letting oil leak out. We measured the remaining oil and it had 3 1/2 quarts. We apologized over and over again to the customer and gave them several options. 1. Full refund on the car 2. Put a 100,000 mile full coverage warranty on the vehicle at no charge to them. (A $1500 Value) 3. Find a car that is as close to the same as what they bought. They would not allow us to explain and felt we bowed up at them. We offered to give them a car to drive until we could work out what ever they wanted us to do. They finally agreed to take back their trade-in and back out of the deal. I tried to call them several times with no luck. I just now spoke to her and continued to apologize for what happened. They left here and bought a car somewhere else. I told her I was still willing to do something for her for the trouble they had. I also had the owner call them to try and resolve it. They still sound as though they are determined to spread the word everywhere on the internet. That includes the blind community. The fact that her husband was blind had nothing to do with the way we treated them. We have and will always do everything we can to take care of every person that comes into our dealership. We know there are hundreds of places people can buy and service cars. We appreciate the opportunity anyone gives us to earn their business. We made a mistake and we tried everything we could to resolve it. I feel very disappointed we could not. Terald Hopkins, GM 904-304-6515 Cell P.S. Sorry for the long message and thanks to Andy for the heads up. |
