[Adam in CO]

(part 2)

Wednesday morning came with a call from Sean Smith. He was calling to advise me about the fact that the extended warranty that I was forced into buying would not be honored and that my portion of the money due would be in the two-thousand dollar range. Please note that no modifications have taken place on the vehicle since the last time that it was serviced by Medved, and Dan Nohr was the service writer. The warranty company had no issue covering their share of the services. I told Sean Smith to go ahead with the repairs and proceeded to call the Medved service manager, in hopes that he would be better equipped to represent my situation. The conversation proved to be a waste of my time, and I was left wondering whether I was talking to a dealership employee that should be representing me, or to one of the extended warranty company who clearly would not. I even suggested that he contact Dan Nohr to see what approach with the extended warranty company had been successful in the past. If the service manager did take this small step to assist me, I have not seen the fruits of that labor.


The service manager did inform me that the vehicle would be ready to go by 5pm that day. This is now five full business days after I was promised the vehicle, two of which I was paying for the rental car out of my pocket. When I showed up at 5:15, it was of course, not completed and I was forced to wait more than an hour. When I finally received possession of the vehicle I was informed that not only could they not finish the tasks I asked them to because of a lack of parts, but that they had destroyed other parts and ignored some of my requests completely.

They claimed to be waiting for a steering stabilizer from another vendor that was giving them the runaround, but when I called the vendor they confirmed that Medved had not contacted them in request for the part. You should know that this has happened at least once before between Medved and this vendor. I had asked them to reseat some weather stripping that had come loose, and I actually found those parts sitting in the backseat, completely ignored. Medved also informed me that they had broken off a lug nut stud, and removed another one so that they could match it and would have those parts the next day.

Upon my return the following day, (another forty minute drive and the fifth day after I was promised my vehicle) to pick up the lug nuts that I was promised, I was informed that they were not there yet. I had made the appointment the previous day to pick these parts up. Again, Medved was displaying their utter inability to put a small amount of effort into a customer and save them a large amount of hassle. Nobody called me ahead of time to save me the drive. What they did agree to, was to have them in the next couple of hours, and have them delivered to me that afternoon. That was five days ago, October 12. As of today, the 17th, I have not received even a phone call, let alone the lug nuts. I assume driving around with six, when eight are required is a safety hazard, but in their actions, Medved shows an obvious disregard for their customer?s safety. You should know that I was able to pick up replacement lug nuts, at no charge, from the local Discount Tire the following day. It makes me wonder why nobody at Medved took the step to walk across the street to the auto parts store to purchase the replacement part. At the very least, they should have advised me to do so.

I am absolutely disgusted with Medved and their complete deficiency in very basic customer service skills. I apologize for the length of this letter, and any hassle it may cause for you in dealing with this complaint. I assume, however, that you will appreciate the opportunity to recognize how representatives of your company are treating their customers. These are people customers who want to repeatedly spend $60,000 or more on a vehicle! I can assure you that any dealers in town selling cars at that price take much better care of their customers. I know this because I have owned a number of high end vehicles in the past, and never had similar complaints regarding the sales or service. I hope that you will take the necessary steps to ensure that Medved corrects their policies so that Hummer can retain their strong presence in the Denver market. As it stands now, Medved is the only authorized dealer of new Hummers and I would never, ever refer any of my friends or family to that particular dealership.

Stacie, thank you for taking the time to speak with me last week; your attention to my concerns and willingness to rectify the problem is exactly what is lacking from the Medved dealership that Hummer has authorized to represent itself in the Denver area. Enclosed you will find the documents you requested. The original invoice from Medved, a copy of the credit card slip I used to pay the invoice and the proof of ownership of the vehicle are attached. Please contact me should you need my assistance.


Sincerely,



Adam P. Smith
President
Colorado Real Estate Finance Group, Inc.
adam@corefinancegroup.com

APS/amg

Enclosures

Cc: Sheldon Smith, Attorney at Law, Holland & Hart
Dan Nohr, Service Advisor, Medved Dodge