Complaint Review: Suzuki of Nashville

After submitting an online application on a 3rd. party website with my contact information indicating that I wished to refinance my vehicle, I was contacted by a Suzuki of Nashville financial agent identifying himself as "Jay". Jay and I had a lengthy conversation over the phone concerning my situation and he said that his dealership worked with people all the time that wish to refinance their cars, especially those that are post-bankruptcy. He said that working with a dealership financial person would be the best route since they have a direct relationship with the banks. He and I setup an appointment to meet at their dealership. Prior to my meeting I was left several voice mails by Jay saying that he was definitely going to be able to get me a lower rate and that he had everything all prepared for me. I arrived at the dealership around noon at 1635 Bell Rd in Nashville, TN. and located Jay. Jay first greeted me as "Jeff", and I had to correct him and tell him my name is "AJ" twice. He asked me what kind of car I was wanting to buy and I explained again as I started over the phone I am looking for assistance refinancing. I was asked to fill out a credit application and give a copy of my photo ID. I was then turned over to another financial person, who asked me what kind of car I was looking to buy. I told him again that I am not looking to buy a car, I was told to come here because you could assist me with refinancing. His immediate response was, "we don't do that". I said then, "why did you call me over and over and have me drive all the way here?". The man stood up and said let me go talk to my boss. He came back and said "oh I think we have something setup for you, let me pull your credit score here". The man pulled my credit report then came back and told me I need to go talk to a credit union because this is not something they deal with. I became very upset that they had lured me to the business from far away and I committed to driving down there for something they don't even assist with in the first place. I asked to speak with the person in charge. I was taken into a private room with a large group of subjects surrounding me. They closed the door and I began to voice my very agitated concerns with the unprofessional conduct of their business and demanded an explanation for why my time was wasted. His response was that they had to "look at my car". (Which was a poor excuse because nobody had examined my car, which is a 2011 Kia Sorrento.) Then as I became increasing agitated at their unprofessional excuses the person in charge named "Ted" stood up and took a threatening stance and began to tell me that I needed to take down information on a refinancing website to visit instead complaining/"griping". I informed him that I understood the fact that they don't deal with this, but that I was upset that over the course of a week they have been speaking with me by phone and knew my exact situation and had me drive a long distance and wasted my time. He continued to make more excuses and began waving his arms at me. All I wanted was an apology and perhaps to be reimbursed for the gas I had wasted! Instead I got treated like it was my fault. Because I became so agitated and confronted them about their games and lies to lure me into the business, I was eventually asked to leave and was escorted out of the business. The entire way that "Ted" escorted me out, he continued to "trash talk" to me about how they are a Christian organization and that I needed to watch my mouth and that the situation I am in is my own fault and that I needed to go find someone that cares. Now, this business called me and told me that they could help me. Told me that it was totally worth my time and gas money to drive to them. Setup an appointment with me and then I arrive and get treated like this? I want a verbal and written formal apology from the business and compensation for my estimated travel cost.

I would like a formal verbal and written apology from the business and to be invited back to be reimbursed for my estimated travel expenses and to be present when all the employees directly involved are counseled by the owner about how to deal with an upset costumer and their responsibility not to make extravagant or deceptive statements over the phone about their business practices. I should have been apologized to right then and there and my frustration should have been taken seriously. I also had a witness present with me the entire time that these events took place that can attest to how I was treated. I still have retained voicemails where "Jay" left me messages saying that he had everything "set and ready to go for me". I am a hard working american citizen, I work for the local area police department and have excellent character. A business man should be a man of his word and should never have to lie to earn someones business or waste their time. The person in charge should be more than willing to hear the frustrations of a customer and be willing to be fully accountable for their business practices. I left the property peacefully without incident when I was asked to and escorted out, because I would never violate the law or risk being arrested for trespassing but asking me to leave was simply a tactic to avoid taking responsibility for doing "bad business".

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It can take up to 30 days for the Bureau to receive a response/resolution to your complaint. You will be notified when the business has responded.