Empire Chevrolet of Huntington

Empire Chevrolet of Huntington responded

Now for our side of the story. We went above and beyond to make this gentleman a completely satisfied customer. We purchased two vehicles for him from other dealerships for him, first a Cyber Gray LT, then when we purchased the vehicle for him from another dealership and had the car here for him ready for him to pick it up, he chose to switch cars. His reasoning was that he wanted White Diamond because “his wife changed her mind” White Diamond is a $995 pricing option. Not to mention that they went from a LT model to a more expensive LTZ. At which point we were not obligated to get him a different car, but we chose to do so to accommodate him. We purchased another Traverse for him with the White Diamond Color that he requested. Then his payoff (the amount he owes on his trade) was completely different than what he told us, which affected the original numbers we quoted him, again a discrepancy on his part. Before he came in to pick up his car we called him and told him about the error that he made and how it would affect his payment, which again we didn’t have to do. Most dealerships would just get you in and surprise you with it. We were completely upfront with the changes at which point he could have chosen to cancel the deal, but he decided to accept it and we would move forward. When he came to pick up the vehicle his salesman went over the car with him at which point he still chose to take home his vehicle. The reason he was here as long as he was is because he chose to be. The dealership we purchased the second car from failed to provide us with a full set of keys for him. As soon as we were aware of the mistake we immediately sent another salesperson to acquire his full set of keys. We even offered to bring them to his home, and he refused and chose to wait for them. We went above and beyond to accommodate this gentleman and even upon delivery he tried to start an argument with two of my salespeople and my Customer Satisfaction Manager. We did everything we could to calm him down and assist him and this gentleman created a ruckus in my showroom unnecessarily. Even to the extent of having his wife call here multiple times and was disrespectful to our receptionists, who had no control or knowledge of the matter. I wish this situation had never occurred but unfortunately we cannot please everyone, but that doesn’t mean we will stop trying.