Subject: Complaint Regarding Potentially Deceptive - vegahectorl
Subject: Complaint Regarding Potentially Deceptive Advertising, Dealer Fees, Vehicle Safety Practices, and Financing Practices
To Whom It May Concern:
I am submitting this complaint regarding practices I personally observed during the approximately three weeks that I worked at a Chevrolet dealership.
During my time there, I observed what appeared to be a consistent practice of advertising used vehicles at prices substantially below what customers were ultimately required to pay. For example, vehicles would be advertised at approximately $15,995, but after the customer arrived at the dealership, additional charges were added that could total approximately $8,995. The customer would then be presented with a new retail order reflecting a substantially higher selling price—for example, approximately $24,990.
Based on my observations, this was not an isolated occurrence. I estimate that this practice was being used on approximately 80% of the dealership’s inventory.
The additional charges were described to customers as PDSI or pre-delivery inspection/service charges. I question whether the description accurately represented the services actually being performed. From what I personally observed, the dealership would generally clean the vehicles and address some minor cosmetic issues, such as dents or dings. I did not observe the type of comprehensive inspection that I would expect the terminology “pre-delivery inspection” to imply.
I also observed customers questioning why the price had increased so substantially from the advertised price and why they were being asked to sign a new retail order reflecting the higher amount. On several occasions, customers appeared to understand that the additional paperwork was changing the transaction from the advertised price to a substantially higher price.
A significant portion of the dealership’s customers appeared to have credit difficulties. In those transactions, I observed customers being presented with high finance rates, substantial monthly payments, and the additional dealer charges described above. My concern is that consumers who have difficulty obtaining financing may be particularly vulnerable to accepting these additional costs because they have limited financing alternatives.
I also personally observed an incident that raised concerns about the safety and inspection of a vehicle being delivered to a customer. A salesperson had sold a vehicle, and I was preparing to deliver it to the consumer. Before delivery, I observed that all of the warning lights on the vehicle’s dashboard had illuminated. I reported this issue to the owner, whose name is George. In response, George stated, “Don’t worry about it. I have the plug that I can plug into the port and clear the lights. Give me a few minutes, bring it in the back, and I will take care of it.”
I understood this statement to mean that the dashboard warning lights would be cleared using a diagnostic device rather than that the underlying mechanical or safety issues would be diagnosed and repaired. I am concerned that clearing warning lights without properly investigating and correcting the conditions that caused them could result in a vehicle being delivered to a consumer without necessary repairs. I request that this incident, including the identity of the vehicle, the salesperson, the owner, and any related service or delivery records, be investigated.
I am requesting that the appropriate agency investigate the dealership’s advertising and sales practices, including:
1. Whether the advertised vehicle prices accurately represented the prices at which the vehicles were actually available for purchase, excluding only legally permitted charges.
2. Whether the additional PDSI/pre-delivery charges were properly disclosed and itemized.
3. Whether the services represented by those charges were actually performed.
4. Whether customers were being presented with a substantially different selling price only after arriving at the deal
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