Dealership experience

Dealership experience

August 20, 2005

I am writing to inform you of a most unpleasurable experience at the Courtesy Jeep Suzuki dealership. On 7-18-05 I went to the Courtesy Dealership on rt. 30 in Irwin, Pa. I was interested in purchasing a Suzuki Aerio hatchback. The vehicle was listed in the July 14, 2005 Pittsburgh Post Gazette for $11,726.00. We felt that this was a fair price for the vehicle. We test drove the vehicle with the help of the salesman, Justin Thompson. He was courteous and friendly, until the price negotiation began. Minus several rebates that I did not qualify for, Thompson gave me an unusually high quote. I asked Thompson to give me a comparison quote for the Forenza wagon to the Aerio hatchback. There was a $3,000.00 price difference. I pointed out the price difference in the Post Gazette between the two vehicles which was only $75.00. The Forenza wagon was listed at $11,651 and the Aerio $11,726. Thompson explained the the Aerio in the ad was a 2004 and the only one had just been sold. Every other vehicle listed in the ad was an "05" according to Thompson. None of the vehicles had a year listed in the ad. We asked to speak to a manager, "Russ". We later found out that "Russ" was a co-owner. He told us that the Aerio listed was an "05" and that plenty were available. He told us that he would pull one around for us. "Russ" pulled an Aerio around to the front. It was not a hatchback, like the vehicle listed in the Post Gazette. The Aerio was a regular Aerio. He told us that the vehicle listing was a misprint and the hatchback was not supposed to be listed. "Russ" assured me that we would not find the Aerio hatchback anywhere for the listed price of $11.726.00. I reluctantly purchased the Forenza wagon out of frustration. I paid cash for the vehicle. The finance manager, (unk. name) had a terrible attitude. We were there past closing and he did not try to cover the fact that he did want to be there. I was not offered any of the options that are usually mentioned, ie: extended warranty, factory alarms, paint protection. I purchased the vehicle but was not satisfied like one would be after purchasing a new car. I decided to write the owner, James Shorkey, a letter explaining my concerns. He conacted me shortly after. He explained that the vehicle in the ad was an "04" and that it had been sold. I'm not sure how someone is supposed to know the difference being that the "04" and "05's" because they apparently have the same body style. He assured me that the ad was a mistake. I explained to him that I felt as though I were a victim of the "bait and switch" scheme. As you well know that is when a dealership lists a car at one price and either changes the price or encourages you to buy another car when you arrive. He assured me that this was not the case. He only offered $200.00 in service certificates to compensate. I explained to him that I only wanted the car that I test drove for the advertised price. He told me that there was NO way that the Aerio hatchback could be sold for that price. I felt shafted. The dealership took the vehicle out of the next ad in the Post Gazette. I was shocked to see the Aerio hatchback in the 8-6-05 Post Gazette for 11,726.00. I'm not sure if the vehicle was listed since then, but it appears that they are doing the same thing that was done to me. I will mail a copy of both ads. Please contact me if there is anything that you can do to expose this. Buying a new car is a stressful experience as is. I would hate for this to happen to someone else. Please contact me if you are interested.

Alphonso

Pittsburgh, Pa 15201

Listed below is the letter that I sent to Mr. Shorkey

COURTESY OLDS/JEEP/EAGLE

13339 Rt 30 Box 446

Irwin, PA 15642

To: Mr. James Shorkey, Owner of Courtesy/Olds/Jeep/Eagle. From: Alphonso Pittsburgh, Pa 15201 Dear Mr. Shorkey: I would like to make you aware of an incident that occurred several days ago. On 7-18-04 I arrived at your dealership to purchase a new vehicle. I was interested in your 2005 Suzuki Aerio hatchback that was listed in the 7-14-05 Pittsburgh Post Gazette. This vehicle was listed at $11,726.00. I did visit your dealership specifically to purchase this vehicle. I was greeted by salesman Justin Thompson. He was cordial and friendly. I was accompanied by my Mother (Shirley Sloan), Wife (Latonyia Sloan) and daughter (Alona Sloan). My mother paid cash for a 2004 Forenza last year. She spoke highly of Suzuki vehicles. I was anxious to purchase the Aerio for my wife. Justin took us for a test drive and explained all of the available features for the Aerio hatchback. We were impressed by the vehicle. Our next step was to negotiate the price. Justin gave us a quote that seemed unusually high. We asked him to write up a comparison quote for the Forenza wagon. The comarison quote listed the Aerio Hatchback at approximately $3,000.00 more than the Forenza Wagon. We took a second look at the ad and only noticed a $75.00 dollar difference in price from the Aerio hatchback to the Forenza wagon. When we showed Justin the ad he first checked the date. The ad was only several days old. He then assured us that the car was a 2004 and that the dealership had sold that particular car already. I found it odd that the car was not marked as a 2004 vehicle. He assured me that it was, in fact, a 2004 and no longer available. I asked Justin how many of the pictured cars were 2004 vehicles and he stated that the Aerio hatchback was the only one. He assured me that there were plenty 2005 vehicles available at your dealership. We became somewhat concerned and asked to speak to a manager. Justin returned with a manager who was referred to as "Russ". We explained to Russ that we wanted to purchase that vehicle but were told that it was an unavailable 2004 model. "Russ" stated that the car was a 2005 and plenty were available. Russ took the ad and left to pull the vehicle around for us to see. Russ pulled a 2005 Aerio around, but it was not a hatchback. It was a regular Aerio, which is cheaper than the hatchback. Russ stated that we could get that vehicle for the price listed in the ad. We asked him why we could not purchase the hatchback for the price that it was listed for. He told us that the ad was possibly a misprint and that there was no way possible to purchase the hatchback at the advertised price. We asked him if an exception could be made due to fact that we came out to the dealership in response to the ad to buy that particular vehicle. He told us there was no possible way of making that happen. After being told by "Russ" and Justin that no other dealership would honor your ad for the Aerio hatchback at that price, I reluctantly decided to purchase the Forenza wagon. I was sold the wagon for the advertised price minus the rebates and discounts that I did not qualify for. I hate to admit that my wife is not as satisfied with the Forenza than she was with the Aerio hatchback. The Aerio hatchback is what we came to buy and we did enjoy test driving the vehicle. I hate to question Justin's integrity, but he appeared to be dishonest with us when he told us that the car was a single 2004 model and no longer available. Even if Russ was being honest with us, he could have been a little more reasonable. I have purchased 6 new cars in the past 10 years. I am well aware with dishonest practices that many dealerships take part in. Particularly the "bait and switch" where a vehicle is advertised at a very low price. When you arrive to purchase the car you are told that the dealership only had one at that price and it was recently sold. The dealership usually then pushes you to purchase another or more expensive vehicle. I would hate to think that I have fallen victim to that scheme. I have read up on your company and it appears that your reputation as a new car dealer is impressive. Unfortunately, I found it neccesary to file with the Better Business Bureau regarding this matter. This was done as a result of your manager, "Russ" who assured us that nothing could be done to achieve the advertised sale price for that particular vehicle. I would like to ask you to resolve the matter. I would be satisfied if the vehicle that I purchased could be replaced with the 2005 Suzuki Aerio hatchback. All that I would ask is that the vehicle would have the options listed in the ad. I've only had the vehicle that I purchased for several days. According to the ad, there was only a $75.00 difference in the listed price between the vehicle that I purchased and the vehicle that I wanted to purchase. I am inserting a photocopy of the 7-14-05 Pittsburgh Post Gazette Ad that we brought to your dealership. I sincerely hope that this matter can be resolved. Please contact me at your earliest convenience to discuss this matter. Sincerely, Alphonso Click this link to e-mail the message author: Email User