Napleton's Schaumburg Buick GMC

Napleton's Schaumburg Buick GMC responded

Napleton's Schaumburg Buick GMC wrote on 9/5/2011 11:49:44 AM: Dear ThosPaine, My name is Brian Hess and I am the manager Amy was working with regarding your transaction. I received your note from dealerrater.com regarding your experience, and I am sorry that you are unhappy with your visit. I do take your comments seriously and would like to use them to improve our processes so we can be a better dealership. Since you have already purchased a car from another dealer, I unfortunately won't have the opportunity to work with to correct any problems you had during your first visit. I wish I could say that every customers purchase goes perfectly smoothly, but despite our best efforts misunderstandings do occur which leave both parties less than satisfied. I truly hope you are enjoying your new vehicle and I know it will give you many years of great service. That said, your posting online contains several misrepresentations about our dealership and about what occurred during your visit which aren't fair. I would like the opportunity to discuss these with you in the hopes that you will remove them from your statement online. My cell phone is 773-***-**** and I would welcome your call and feedback. Thank you very much for your time. Sincerely, Brian Hess 773-***-**** -------------------------------------- ThosPaine wrote on 9/6/2011 1:02:16 AM: I don't feel there are any misrepresentations present in my review; it accurately reflects what occurred from my point of view. After reading the reviews of other customers, mine certainly isn't the exception - I found only two positive reviews. I have absolutely no desire to ever discuss that horrible experience again. ------------------------------------- Napleton's Schaumburg Buick GMC wrote on 9/6/2011 4:28:51 PM: Dear Thospaine, Thank you for your reply. Please do not misunderstand me, I am not disputing that your experience was less than satisfying for you. However, you make several statements in your post which are complete misrepresentations, and this is not fair. You are certainly entitled to share how you felt about your experience, but not by misrepresenting the truth. For instance: - you mention 'spilled hot chocolate' on Amy's desk. This in fact is a clever display made by a company that sells vehicle fabric protection and is actually completely made of plastic. Every desk in our showroom has one of these and Amy did say she pointed this out to you. - you stated that our lease specials online are not clearly identified, and then in your own posting admit that it is in fact explicity stated in our online advertisement that pricing is based on leasing. This is not fair since our advertisement does in fact explicitly state that all pricing is based on lease incentives. These ads represent the best incentive package offered by GM which we feel is important to convey to potential customers. There is no attempt the mislead or misconstrue pricing at all, and our salespeople freely explain the differences in GM's incentive options, whether they be lease, conventional finance, or outright cash purchase. - you mention that you had an offer from autotrader.com for your trade-in. Autotrader.com advertises new and used cars for sale, therefore does not and will not appraise nor purchase trade-ins or any vehicle of any kind at all. Therefore no such offer can exist. - the state you signed a blank piece of paper saying that if the trade-in value was met, you would buy a car from us. In fact this paper was not blank but in fact was the worksheet Amy was using while working your deal. What was signed clearly stated 'customer offers $9500 for trade in value to buy now'. This was clearly your offer, not ours. I can make a copy of this paper available to you. When I was unable to meet this number, I asked Amy via phone would I be allowed to show you all the figures in an attempt to make your deal via another method only to be informed by Amy that you had already stood up and left her desk and would allow her to make any other suggestions. At no time did numbers change during negotiation; we never had the opportunity to offer pricing for the new car. - you mention that you were berated in a crowded showroom for not shaking your hand. This was our floor manager who was attempting to help you and Amy reach a deal. He has admitted to taking it personally when he approached you and offered his hand in greeting and you walked past him without acknowledging him. I personally don't recall hearing anyone berated in our showroom, and I certainly would not tolerate that. Since our showroom was very busy that day, it is reasonable to say that you may have been distracted and did not notice/hear him. No matter what, I have explained to this individual that it is not appropriate to react emotionally to any customer regardless the reason. Regarding the two positive reviews you found, we only signed up with dealerrater.com just two weeks ago. You can verify this directly with dealerrater. Suffice to say any opinions posted online are not the true measure of a dealership good or bad; we sell nearly 2000 vehicles annually and have for many years. Our track record and reputation are very important to our employees which is why I am taking the time to reach out and offer to find a resolution. I am truly sorry that you had an unpleasant experience, and I can understand if you don't want to discuss it further. However, I am sure you can see that your original post includes many inaccuracies, I would expect you to correct these as a matter of honesty and fairness. Thank you again for your time. Sincerely, Brian Hess Napleton's Schaumburg Buick GMC 773-***-**** ------------------------------------------------------- ThosPaine wrote on 9/7/2011 2:02:51 AM: STOP HARASSING ME. I do not wish to discuss this any further, as I previously stated. To continue to do so is unprofessional, and I will no longer reply to any postings from you. I stand by my review and what I experienced while at your dealership. No inaccuracies exist as far as I am concerned. The dealership I visited used AutoTrader.com to make us a trade-in offer. Perhaps you are unfamiliar with the products offered by AutoTrader, but the DEALERSHIP input the info onto their site and offered me a trade value based on their physical inspection of my car, and I received an email confirming the same. I have nothing to prove to you, and I steadfastly stand by my original review as written. My experience was horrible, I would never visit the dealership again, nor recommend it to anyone, and reviews left on other customer review sites reflect the same opinion.