Complaint Review: SUN AUTO GROUP

  I must respectfully disagree with your analogy. It's not the same as calling someone "stupid" as I did not detail the customer's credit history or state that it was poor. Readers can draw their own conclusions.

My company, which has long held an A+ BBB rating, stands behind our written prices. We do not, however, guarantee the rates and approvals of the banking industry. Also, Howard did not say, "it's pennies". He did attempt to say that the impact would not be great if we used rebates instead of the lower apr. Unfortunately, the customer and his mother began screaming and cursing before we could explain further. (I also reviewed some of this firsthand on the dealership video security system) It's very difficult to have empathy with customers who behave this way. As a consumer, I have been in the "customer's shoes" but I certainly don't lose my cool and create a scene when things don't go as planned. Hence, we felt it best to offer a refund (with an apology anyway direct from me, the owner) and yes, even close the door for his future business. After 30 successful years in this industry, I have found that not all business is worth keeping or pursuing.

Patrick R. Cassino    4.1.12

Owner / President

Sun Auto Group of NY

I don't see any cheap shots in the dealership's response and I don't see how there could be any innuendo regarding credit history when discussing a case involving a customer who had been approved for a $40k loan at low interest, which would not have happened if his credit had been less than very good.

What I do see is a seemingly temperamental customer who appears prone to get unusually angry over rather minor issues. Having people and their mother fly off the handle in public is bad for business and I think the dealership made the right decision by refunding them.     

The second sentence shows a lack of respect for the consumer. You indicate you will not go into the customers credit history but you do it anyway. This is called a cheap shot. This is as if I tell you that I will not call you a mental midget but instead I call you stupid. That bit of info should have been left out. It is disrespectful and rude and it mirrors your personality for being a creep. You deliberately insult the customer and send a message that the credit report is negative. This has nothing to do with the offer, the dealership, discussed with the customer and there is no sincere apology. The customer had interest in making a purchase from your company, SUN AUTO GROUP. Your company! The customer wanted to give you their business. You could have made the numbers work and saved the sale thus saving a negative customer experience and bad reviews given to co-workers, friends and family.

 In addition, if Howard, of Sun Auto, said that, it's pennies, that is a dangerous comment. He kicked himself with that comment. As a business owner, you can not lose your vision and focus. Give thought to the customer experience and give thought to outstanding customer service. Remember to have empathy. Put yourself in the customers shoes.

In conclusion, note the difference in the manufacturers response as compared to the response from the owner of SUN AUTO GROUP. Although, the sale was lost, their letter offers future options for the customer to consider with atleast, an attempt at a sincere apology for the negative customer experience. 

There's quite a bit of detail missing here. Of course, I will not go into this customer's credit history. I will say that, in general, not every one will qualify for these low interest loans. A fairly decent credit background is required. For those who do or do not not qualify, there are generous rebates available that often equal or exceed the value of a 0% or low interest loan. Further, no dealership, including my own, can guarantee or control factory programs and bank rates.

In this case, the ordered pick-up truck arrived early and I was out when he came in with his mother to see it and sign some paperwork. ( Good thing my mom wasn't there too because it would have been much worse! ) Our price never deviated from the original order. We gave them the applicable monthly payment. The customer was offered the current rebates, which had not changed, and qualified bank loan rates with no mark-up from my company. Regretably, they created quite a noisy, offensive scene together before we could really work things out. We are still clueless about the "biased" Italian remark he referred to. Howard, the finance manager, is Jewish. The sales manager and myself are both partially Italian Americans. We do enjoy the occassional Italian joke when done in good taste however. Hey, did you hear the about the Italian acrobat and the .....

The next day he called me at the store to explain his dissatisfaction. I was unaware of the angry scene from the previous day. To try to make him happy, I offered an additional discount from our original written contract to approximate the desired payment ( within $10.00 ) that 0% would have equalled if it was available. I also personnally advised him to wait just 2 weeks or less to see what any new GM programs would bring. He declined, got hot, and when I later heard about the prior day's event, I thought it better to give him a quick refund, which I did. The programs did improve by the end of the month. Had he waited, he would have actually saved an additional $1000 from the original quoted price and enjoyed an even lower payment!

Thank you,

Patrick R. Cassino
Owner / President
Sun Auto Group of NY

There's quite a bit of detail missing here. Of course, I will not go into this customer's credit history. I will say that, in general, not every one will qualify for these low interest loans. A fairly decent credit background is required. For those who do or do not not qualify, there are generous rebates available that often equal or exceed the value of a 0% or low interest loan. Further, no dealership, including my own, can guarantee or control factory programs and bank rates.

In this case, the ordered pick-up truck arrived early and I was out when he came in with his mother to see it and sign some paperwork. ( Good thing my mom wasn't there too because it would have been much worse! ) Our price never deviated from the original order. We gave them the applicable monthly payment. The customer was offered the current rebates, which had not changed, and qualified bank loan rates with no mark-up from my company. Regretably, they created quite a noisy, offensive scene together before we could really work things out. We are still clueless about the "biased" Italian remark he referred to. Howard, the finance manager, is Jewish. The sales manager and myself are both partially Italian Americans. We do enjoy the occassional Italian joke when done in good taste however. Hey, did you hear the about the Italian acrobat and the .....

The next day he called me at the store to explain his dissatisfaction. I was unaware of the angry scene from the previous day. To try to make him happy, I offered an additional discount from our original written contract to approximate the desired payment ( within $10.00 ) that 0% would have equalled if it was available. I also personnally advised him to wait just 2 weeks or less to see what any new GM programs would bring. He declined, got hot, and when I later heard about the prior day's event, I thought it better to give him a quick refund, which I did. The programs did improve by the end of the month. Had he waited, he would have actually saved an additional $1000 from the original quoted price and enjoyed an even lower payment!

Thank you,

Patrick R. Cassino
Owner / President
Sun Auto Group of NY

There's quite a bit of detail missing here. Of course, I will not go into this customer's credit history. I will say that, in general, not every one will qualify for these low interest loans. A fairly decent credit background is required. For those who do or do not not qualify, there are generous rebates available that often equal or exceed the value of a 0% or low interest loan. Further, no dealership, including my own, can guarantee or control factory programs and bank rates.

In this case, the ordered pick-up truck arrived early and I was out when he came in with his mother to see it and sign some paperwork. ( Good thing my mom wasn't there too because it would have been much worse! ) Our price never deviated from the original order. We gave them the applicable monthly payment. The customer was offered the current rebates, which had not changed, and qualified bank loan rates with no mark-up from my company. Regretably, they created quite a noisy, offensive scene together before we could really work things out. We are still clueless about the "biased" Italian remark he referred to. Howard, the finance manager, is Jewish. The sales manager and myself are both partially Italian Americans. We do enjoy the occassional Italian joke when done in good taste however. Hey, did you hear the about the Italian acrobat and the .....

The next day he called me at the store to explain his dissatisfaction. I was unaware of the angry scene from the previous day. To try to make him happy, I offered an additional discount from our original written contract to approximate the desired payment ( within $10.00 ) that 0% would have equalled if it was available. I also personnally advised him to wait just 2 weeks or less to see what any new GM programs would bring. He declined, got hot, and when I later heard about the prior day's event, I thought it better to give him a quick refund, which I did. The programs did improve by the end of the month. Had he waited, he would have actually saved an additional $1000 from the original quoted price and enjoyed an even lower payment!

Thank you,

Patrick R. Cassino
Owner / President
Sun Auto Group of NY

There's quite a bit of detail missing here. Of course, I will not go into this customer's credit history. I will say that, in general, not every one will qualify for these low interest loans. A fairly decent credit background is required. For those who do or do not not qualify, there are generous rebates available that often equal or exceed the value of a 0% or low interest loan. Further, no dealership, including my own, can guarantee or control factory programs and bank rates.

In this case, the ordered pick-up truck arrived early and I was out when he came in with his mother to see it and sign some paperwork. ( Good thing my mom wasn't there too because it would have been much worse! ) Our price never deviated from the original order. We gave them the applicable monthly payment. The customer was offered the current rebates, which had not changed, and qualified bank loan rates with no mark-up from my company. Regretably, they created quite a noisy, offensive scene together before we could really work things out. We are still clueless about the "biased" Italian remark he referred to. Howard, the finance manager, is Jewish. The sales manager and myself are both partially Italian Americans. We do enjoy the occassional Italian joke when done in good taste however. Hey, did you hear the about the Italian acrobat and the .....

The next day he called me at the store to explain his dissatisfaction. I was unaware of the angry scene from the previous day. To try to make him happy, I offered an additional discount from our original written contract to approximate the desired payment ( within $10.00 ) that 0% would have equalled if it was available. I also personnally advised him to wait just 2 weeks or less to see what any new GM programs would bring. He declined, got hot, and when I later heard about the prior day's event, I thought it better to give him a quick refund, which I did. The programs did improve by the end of the month. Had he waited, he would have actually saved an additional $1000 from the original quoted price and enjoyed an even lower payment!

Thank you,

Patrick R. Cassino
Owner / President
Sun Auto Group of NY

Hey, math wiz, you misunderstood the offer. It was 0% or $2,500. rebate. The dealer changed the offer to 1.9% or 2,500. rebate, so it's 0% vs. 1.9% which is a difference of $1,500. over the five year loan. His offer of $500. off still leaves me out $1,000. according to Howard of Sun Auto Group "its pennies" so I told him "If it's pennies, then they should take the entire $1,500 off" or take it out of his pocket. He was singing a much different tune after that.

I'm not a math whiz, but the way I figure the numbers on a 60 month loan at 1.9% vs $2500 back the difference would come out to be $600 of which the dealer offered to lower the price by $500 leaving you a loss of $100 or .002% of the asking price of the vehicle. You math guys out there help me out. $100 is $100 though and it doesn't seem right when it works towards the dealer's favor. The way the economy is heading you might sit tight and see what happens.

This is the response letter I received from Chevrolet after notifying them of the situation. Basicly they're saying we can screw you any way we want and there is nothing you can do about it.

Dear Mr. Brechter,

Thank you for contacting Chevrolet and for your interest in the 2004 Chevrolet Silverado 2500HD! When a vehicle is ordered and there are incentives being offered at the time of order you may or may not be able to take advantage of. The incentive the vehicle is eligible for is what's available at the time of delivery. General Motors has the right to change incentives at any time with or with out notice. We apologize that you are unable to take advantage of the incentives that were available in February. Again, we apologize for any inconvenience this may have caused you.

Silverado continues to offer a wide selection of powerful three-quarter and one-ton pickups, including 2500HD (3/4-ton) and 3500 Series (one-ton) Regular Cabs, four-door Extended Cabs, and four-door Crew Cabs and Chassis Cabs. Silverado HD offers an impressive array of powerful gasoline and diesel engines. The Duramax 6600 6.6L diesel V-8 - with world-class performance in a remarkably quiet package - kicks out 300 hp (224 kw) at 3100 rpm and 520 lb.-ft. (705 Nm) of torque at 1800 rpm. An optional Vortec 8100 8.1L V-8 gas engine has 330 hp (246 kw) at 4200 rpm and 455 lb.-ft. (617 Nm) of torque at 3200 rpm. The Vortec 6000 V-8 produces 300 hp (224 kw) at 4400 rpm and 360 lb.-ft. (488 Nm) of torque at 4000 rpm.

Now is a great time to purchase a 2004 Chevrolet Silverado 2500! Currently, Chevrolet has a regional incentive program. There is $2500 cash back or low financing from 12-48 months at 0.0%, 49-60 months at 1.9% or 61-72 months at 3.9%. There is also a combination offer of $1000 cash back with 2.9% financing from 12-60 months. The programs are from March 5, 2004 through March 31, 2004. Incentive eligibility is based on a number of factors including program dates, credit approval and geographical residency. Please check with your dealer for further details.

Because we know choosing a vehicle can be a big decision, we want to give you more time to experience a new car or truck under real-world conditions. From now until June 30, 2004, take one home and "Sleep on It"! General Motors introduces the 24-Hour Test Drive Program. To locate your closest participating dealer and to get more complete details, please call us at 1-800-508-1050 or visit:

http://www.gm.com/24hour

If you like, you can even come back to the 24-Hour website and share your "Test Drive" experience!

To search dealership inventory, build your own vehicle, or view vehicle options, please visit:

http://www.gmbuypower.com

If you have any additional questions or would like to receive product information on any of our other vehicles, you may write back or contact our Chevrolet Marketing Support at 1-800-950-2438, between 8:00am - 11:00pm Eastern time, seven days per week. Thank you for contacting Chevrolet!

Sincerely,

Ms. Shawn Copeland
Customer Relationship Manager
Chevrolet Marketing Support

#Subject=RE: Chevrolet Silverado Product Information

-----Original Message-----
From: myway0279@aol.com
Sent: 3/16/04 9:46:43 PM
To: faq@chevrolet.com
Subject: Chevrolet Silverado Product Information


Vehicle of Interest : Silverado
Purchase Horizon: : Within 1 month

Comments : HELLO, MY NAME IS JON. I OWN A CHEVY CAMARO AND I'VE BEEN HAPPY WITH IT. RECENTLY I WAS ABOUT TO PURCHASE MY FIRST NEW VEHICLE, A 2004 CHEVY SILVERADO 2500HD LT CREW CAB WITH AN 8' BED, AND EXTRAS. I WENT TO SUN AUTO GROUP IN BOHEMIA, N.Y. I PUT $1,000 DOWN ON THE PURCHASE OF TRUCK WHICH WOULD BE ORDERED FOR ME ON FEB. 7, 2004 I WAS TOLD BY THE SALES WOMAN THAT THE PROGRAM WAS 0% FINANCING OR $2,500 REBATE. EFFECTIVE THROUGH 3/31/04, AND THAT MY TRUCK WOULD BE DELIVERED BEFORE THE DEADLINE AND WOULD NOT BE SUBJECT TO ANY PROGRAM CHANGES. MY TRUCK ARRIVED AT THE DEALERSHIP ON 3/12/04. ON 3/15/04 I WENT TO PUT $9,000 DOWN AND SIGN FOR THE TRUCK. AT THIS TIME I WAS TOLD THAT THE PROGRAM HAD CHANGED ON 3/2/04 AND I WOULD HAVE TO NOW PAY 1.9% FINANCING. I WALKED OUT ON THE DEAL, AND I AM VERY UNHAPPY WITH THE SERVICE OF CHEVY, GMAC, SUN AUTO GROUP, AND ITS DEALERS. NO THANK YOU, A VERY UNHAPPY FORMER CUSTOMER, JON-PAUL BRECHTER