ComplaintsforJoe's Auto Sales, Inc.

Good afternoon *******, I received your request for information about a complaint that you received from *********************. I am the General Manager of ***'s Auto Sales on west washington st.

On 02/12/2024 I was transferred to a call from my ******************* my finance lady said a customer named Timea is requesting a manager.

*****, ****************, said she hung up on the customer because she asked the customer to stop calling her ****** and instead to use mam or miss but the customer kept calling her babe.

Well I got on the phone and  I asked, How can I help you today?

******** was already yelling and saying that her anxiety is high, she was speaking to one of my finance reps, that my finance rep was asking for proof of insurance and harassing her about this matter. She said that she already sent it to our email and doesn't understand why we are harassing her, said she can't come in because she's a server, claims that her email is not compatible with ours, she was hung up on because she used the word ****** instead of Mam or Miss towards the lady in finance. ***** kept talking about how bad of a dealership we are, that she has nothing but a bad experience with the customer service that we provide. I let her talk and vent, when she finally stopped, I asked her "Mam are you done"? She then went off on me saying that I don't care about my customers, that I only care about my team, that I probably have family members working for me, or maybe the lady that hung up on her is my work girlfriend etc, then she proceeded with saying "Do you remember that a year ago when my transmission went out I had to teach you how to talk to me" because you have poor customer skills. I then replied with Mam, all we need is proof of insurance, it is part of the contract to have insurance, if you claim that you sent it via email, then you probably have the email wrong. I then asked what email did she have written down? she gave me ********************************************************, I then told her no that is not right, I gave her ***********************************************. She then asked for me to repeat again, which I did and then she said "see, you don't even know your own business email address" I told her mam, I just gave you the correct email. So once again, you just need to provide insurance to us and if you don't provide it to  us within a few days then we will disable the car until you provide what we need.

She then went live on tiktok telling her "viewers" this guy has poor customer skills, they harass their customers, we hang up on customers because she called one of the reps ****** instead of mam or miss, they are very *****, she then suggested for her viewers to put bad reviews on ****** about me, to call the dealership and to tell me how bad of a GM I am. She then wanted me to repeat what I told her so that her viewers can listen to the conversation, I told her again we need proof of insurance and if she doesn't provide it within a few days the vehicle will be disabled. ***** kept talking in the background to her live viewers saying how mean I was and that she had to teach me how to be polite and talk right to her a year ago, she then demanded my boss's personal number. I told her I am the general manager, I'm the highest she can speak to and that the number she needs is the **********, which is the store number. She said no I don't need the store number I need your boss's number, told her that's not how it works. She then threatened me with filing a complaint with the BBB, I told her to go ahead and once again told her all we need is proof of insurance and that's it. Yet she kept talking to her tiktok live viewers about how poor of a manager I was, She also said to me, I will come up there and see if you talk to me the way you are over the phone versus in person, said her father was a professional boxer, I told her mam I will give you the same energy as of right now over the phone versus in person, she then asked again for my boss's number and then asked me if she needed to ask me in SPANISH so that I can understand her better? Asked if I was ill?  At this point she was being racist towards me, that comment made me disconnect the call. She called back and kept going in circles, I simply told her that I am busy, our conversation is over, no she will not have the boss's number, I gave her the car lot number which is AGAIN ********** and told her to have a good day and hung up on her.

If you have any further questions please contact me via email or phone at **********. Thanks!

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******

General Manager

***'s Auto Sales

********* Sales
3250 *******************
************,** 46222



December 10, 2022



To Whom it May ******************** am writing in response to the complaint filed with your organization by ****************************************. At the time of purchase of his 2011 Jeep Grand Cherokee on August 12, 2022; we advised *************************** that the car would need to have a heater box installed and that he could take delivery of the car, and we could set up a follow up appointment for that to be installed, as it had to be ordered. ************************** agreed with this and took delivery of the vehicle. ************************** did not call and did not show up for the next three service appointments that were made. On the fourth appointment, he showed up two hours late and just left his car parked in the gravel next to our dumpster. The service manager went out and pulled the car into our garage for service and took notice that the drivers side window was cracked at that time. They completed the heater box repair and called *************************** to come and pick up the car once service was complete. *************************** began calling in shortly after saying that the window had been broken during the appointment,and we advised him that it was broken at the time it arrived for service, but we could help him with getting replacement installed, in which we did.
A little time passes by, and we get another call from *************************** stating that the car has been overheating and that he needs a replacement car. He was advised by the general manager that the car has a limited powertrain warranty, and the first step would be to reach out to the warranty company, take the car to a shop that they advise him to, and see if this is something that could be repaired. He called the warranty company, and the car is currently at *** Boys awaiting an estimate for the warranty company to review. We have offered to reimburse *************************** for up to $25 a day for a rental car while the car is in the shop. We have also tried to discuss setting up arrangements for *************************** on his payments,we dont seem to be finding any common ground. *************** and I spoke today in regards to the next step to this matter. The shop (*** Boys) told him it will take a month and a half to get it to its other facility for engine job and another week or so to get repaired. We are working together to ensure that **************** is able to get traded out into something else versus waiting 2 months for him to have transportation. We are still in negotiations to find a good solution for **************** at the moment. If you have any questions feel free to contact me at **********.



Sincerely,
*************************
General Manager

Please see attached.