Sandra sent a message to Michael J. Jackson – Chief Executive Officer of AutoNation Inc. – Email Address that said:
Michael Jackson, I have tried to reach a human being for the last 30 minutes which has only added to my frustration and discontent with AutoNation. I asked to be connected with you (recorded operator voice tells me "Cannot connect "), to Cheryl Scully Michael E. Maroone (same response from recorded operator).
My experience at the AutoNation Honda in Tucson has been nothing but humiliating, discriminating and disrespectfully as any I have had in recent years. The only person who treated me with respect from day one was James Frost my salesperson (who has little power) and Robert Rhino who tried to smooth things over once by offering me 4 oil changes. Here are the events:
1. I purchased a Honda Civic EXL and charged $3,000 on my credit card ($500 6/28/16 and $2500 6/30/16).
2. I told James that I was a COSTCO member, he told Joseph Butler who immediately came out to assure me that the price he gave me was below COSTCO.
3. I went home, called COSTCO, was told AutoNation was not a member but Chapman Honda was.
4. Emailed Chapman Honda and they emailed my discount as a COSTCO member (over $300 less than my quote from Joseph).
5. Printed and took that email into Auto Nation Honda, related the story to Art, showed him the letter and he adjusted the price.
6. Joseph said my car would be in Tucson on Monday July 11th, 2016.
7. On Monday July 11th I was at my credit union ready to secure my $10,000 loan ( writing a check for the $13,386.72 for total payment).
8. Called James asking for the v in number so we could proceed. James was told the VIN number could not be given until the car was delivered from Phoenix to Tucson so I could not secure the loan.
9. On Wednesday July 13th James called that the car was in Tucson. I said I could get a ride and be there at 3 PM but had to leave by 4 Pm. He confirmed this would be OK. I said I could write the check for $13,382.72 and come Thursday to complete everything. We agreed and I arrive a little after 3 PM.
10. The financial manager Dustin Gunn refused to let me take the car without full payment. I asked why and he gave several stories non of which I believed as several friends have already told me they purchased cars in Phoenix and drove to Tucson to set up payment. Even the Bank Manager of my Bank said she has not had this kind of experience with any auto dealer (By the way my credit score was 809). I offered them the $13,000+ check plus the $3000 on my credit plus they had a letter from my credit union pre-qualifying me for a $20,000. Dustin refused and said he needed full payment and offered James to drive me to the Bank.
11. 3 hours later, I missed my 4 appointment, I hand Dustin the $13,382.70 and $10,000 checks and he had me signing papers. I asked could I not come back tomorrow as I was tired and hungry. He refused. The paper I did not want to sign was the one stating that I checked out the car and everything was OK. I told him again I was too tired to be able to efficiently check out the car. Again he refused. So I reluctantly signed. When I went outside with James to learn the features on the car I immediately noticed a few marks on the car. James thought it was glue.
12. The 'icing on the cake' was when Dustin came out, and because of his incompetence, asked if I put the $13,382.72 check in the paper envelope. I said, "NO" but he wanted to look in the envelope anyway. When the check was not in there he asked, "Did you take back your check?" I asked if he was accusing me of stealing and did he want to look in my purse. He went back into the building in about 3 minutes opened the door waving the check.
I am wondering if this is the way all your customers are treated or just me because I was a woman only and an senior citizen.
I believe I deserve an apologize and some major compensation for all the inconveniences, disrespect, and accusation made against my character. I have already related my experiences to a room full of senior women at a breakfast this morning.
