this is a copy of the letter I am going to send this week.
Saturday, February 26, 2005
John F. Smith, GM Group Vice President
North America Vehicle Sales,
Service and Marketing
300 Renaissance Center
Detroit, MI 48265-3000
Annette K.Clayton, President
100 Saturn Parkway
Spring Hill, TN 37174
Sullivan Automotive Group
700 Automall Drive
Roseville, CA 95661
Saturn of Roseville
750 Automall Drive
Roseville, CA 95661
I am writing you to express my concern over the treatment I received today at Saturn of Roseville. On February 13, 2005, I purchased a 2005 Relay 3. There were some minor problems with the vehicle, which the Saturn of Roseville service department is currently handling. I ordered several parts over the internet from Saturn of Decatur that I had hoped the Saturn of Roseville service department could install. On Wednesday February 23, my wife took the new vehicle to the dealer for service. After receiving a price quote, we decided it was too expensive to have the dealership install our accessories. The service was completed, however, the service department forgot to place the accessories back in my vehicle.
Today, February 26, 2005, I noticed the parts were missing and called the Saturn of Roseville service department to explain the situation. Steve, the service department representative was happy to help me solve this problem and located the items. I drove the vehicle to the dealership to retrieve my items and possibly have the service department--once again--examine the vehicle. When I arrived at the dealership, I noticed Kim, the salesperson that sold me the vehicle approaching with another female employee. They asked what was going on and at first seemed genuinely interested in helping to resolve the issue. However, as I began to explain what happened, the employee who accompanied my salesperson became defensive and then belligerent. She was clearly not interested in anything I had to say and I got the impression she only wanted me to leave the area as quickly as possible. She stated I would need to come back on Monday because the Service Manager was not available. “Come back on Monday” is a reoccurring line with Saturn of Roseville. I have been instructed to come back on Monday for the last three weeks.
As I began to explain, once again, she curtly stated that she would get the General Manager. The General Manager approached and before I could say anything, his employee began to explain that I had brought my vehicle in for service on Wednesday, was missing items from my vehicle, she had instructed me to come back on Monday and that I was accusing the dealership of stealing my parts!
I could not believe what I had heard. The General Manager asked what was the problem with waiting until Monday and acted as if I should be grateful to even be in his presence. I again started to explain what had happened. He too, was clearly not interested in anything I had to say and only wanted me to come back on Monday. All they wanted was for me to go away. I again tried to explain that no, I was not accusing anyone of theft and that the service department had made an honest mistake in not placing my items back in the vehicle after finishing the service on Wednesday. All I wanted to do was pick up my parts. They stood there, looking at me as if I were insane. At this point, I stated that this purchase was my fourth Saturn, and I had never experienced this many problems with a Saturn dealership in the past. The General Manager said, “Well, it’s a mechanical device, things will go wrong.” He did not understand that the lack of customer service and their attitude had become the problem. I said I could see their point but since I was paying over $30000 for a new vehicle, I did not consider it unreasonable to expect things to function properly. I had been to this dealership every weekend since I bought the vehicle, also last Wednesday, and how many times was he expecting me to return to the dealership? He only wanted to argue, point by point, about the mechanical problems with the vehicle. I was stunned at the way these people were talking to me. I noticed my salesperson, Kim, seemed shocked as well but remained silent. They did not comprehend that I was not unhappy with the vehicle. The problem was the attitude of the sales staff. Not one of them bothered to walk the forty feet to the service counter to inquire about the situation.
Realizing that the sales staff was not going to do anything but argue with me, I went to the service department. The service department returned my parts and asked to look at my vehicle again, in hopes of fixing the problems. As I sat in the waiting area, members of the sales staff apparently decided it would be a good idea to mock my physical appearance and mannerisms. I am not sure what they hoped to accomplish with this behavior, but it reflects poorly on Saturn of Roseville, Saturn Corporation, Sullivan Automotive Group, and General Motors.
The service department finally found the trouble, making sure I was informed about the problems with my vehicle and that I understood everything each step of the way. Steve, the service department Rep, was the only employee that appeared to care if I was satisfied. I found it strange that the only people with any customer service skills working at Saturn of Roseville today were maintenance personnel. I am left with the impression that once a sale is made, the attitude of the sales staff at Saturn of Roseville seems to be “Come back on Monday. It’s not my problem. Talk to someone who cares.”
Because of today’s events, I regret to inform you that I can no longer support Saturn of Roseville, Saturn Corporation, Sullivan Automotive Group, or General Motors products and services. Thank you in advance for taking the time to address my concerns.