Business ProfileforOurisman Chevrolet of Bowie

This comment pertains to an incident that occurred in the service department on 6/27/24 around 1:45pm. I came to the service department to pick up my work van. Unfortunately the service department had a hard time processing my payment. My government agency uses a GSA Wex fleet card. I was told by a young man to contact the *** fleet card company. I explained that he needed a pin to process the payment. He mentioned that he was not asked for a PIN when he called them. I stepped out into the customer drive up area and proceeded to call the *** card company to find out what happened during this transaction. I was advised by them that a vehicle ID# or Pin was needed. I thank them, went back in, and told the young man, like I just said you need a PIN number. Again he mentioned to me he was not asked to give a PIN number. We had a little bit of a heated exchange. This young man calls me a "D***head." This language is repeated in front of 3 female employees and one female customer. I in turn tell him that I did not curse at you, you don't curse at me. I next asked for a manager, the young man responds by saying "you go find my manager." I turn to 3 other female employees and ask who his manager is. They say and do nothing at all. I tell the young man to be quiet, he in turn tells me to stop treating him like a child and says he is tired of acting like an entitled person. I look at him and tell him don't go there with me about being entitled. In the mean time I get back in touch with *** fleet card customer service and keep them on the phone. The young man walks off to take care of something else. I am next directed after a few minutes to another gentleman he was able to assist me. They are finally able to process the payment and before I leave I ask one of the female employees for the young man's name. She refuses to give me his name and states *** you are the one who escalated this situation. There is no apology given by anyone for the bad use of language.

***************************, thank you for taking the time to share your detailed feedback with us. Our top priority is excellent customer service, and we regret that your recent experience was less than ideal. We take your concerns regarding our payment process and professionalism seriously, and we value the opportunity to address them here.

Regarding payment, we understand your frustration with having to repeatedly call the *** fleet card company when picking up your vehicle. Our Service Advisor explained via email that he was having difficulty approving your payment. We usually use an online portal for approvals with GSA but your vehicles VIN did not come up in the system. Due to this, our Service Advisor requested you confirm with your employer, prior to approving services, whether or not we could use your card for payment. We appreciate your patience during the process and are glad our team was able to assist you.

Regarding professionalism, our goal is to ensure a pleasant, seamless experience for each customer. Our Service Director met with his team to gather the facts after reading your review. According to several witnesses, you behaved disrespectfully to our team following the payment process difficulties. We apologize sincerely for any bad use of language you experienced but maintain we were not the ones to escalate the situation.

If you have any further questions or concerns, please contact our General Manager, *************************, directly at ************************************ He will be grateful to identify a solution to your satisfaction. Thank you for helping us improve our services and enjoy the rest of your day.