Be a Well Documented Customer
June 12, 2008 – 9:47 pmVerbal agreement and a handshake has gone out of style, that’s why there is documentation. It’s a matter of principle, not about $32. Good business practice includes honoring promises given to customers. I used to rave about their services but not anymore because of some people who don’t seem to care.
He said She Said
This morning I went to Ourisman Honda of Laurel to have the regular oil change as I have done in the past. We have been going to their service center since we bought the minivan. When I went to the service desk, they gave me the quotation for the oil change. I was confused, we were supposed to get free oil change upto 100,000 miles. This has been honored in the past times I went. I asked for the free oil change that we were offered when we bought the vehicle. Assistant Manager Marvin Pierce asked me for a documentation(coupon, agreement, anything on paper) and brushed me off saying that there is no such thing as free stuff anymore. He told me that if I can produce the document, then I can get the free oil change. I got more confused. The last time we had an oil change, we presented the print out of the email of the offer and the person behind the desk asked for the print out so that they can keep it on file so I don’t have to bring it next time. This morning, I didn’t bother bringing a printed offer email because of what they told me the last time. It will take more than an hour to get the oil change done, so there I was with my daughter in tow, I decided not to drive back to get a print out thinking that I could use the free shuttle service home which they said it will take about 15-20 minutes. Ten minutes went by, 15, 30, 45– no shuttle yet. By the time I asked about the status of the shuttle, they said that the service is almost done and I decided to wait for it(I was also thinking that my daughter will need her car seat and I couldn’t get it if the van is in the shop). I asked for the manager and the service guy pointed me to Assistant Manager Jennifer Wingate and I asked if they would honor me a refund if I paid the oil change and came back with the print out(a logical solution). Of course, I had to re-tell her the whole story and she asked me if I received the free oil change the last time I came. I said yes, and she said “I have been working here for years and we don’t have such an offer.” I insisted that when we were given the quotation- the free upto a 100,000 miles was thrown in the deal and the only stipulation was to have all the regular maintenance done in the dealership which we have done religiously. Then she said: “we only give free oil change every other time, check your offer.” But since I didn’t have the paper, I knew that I was just wasting my breath. I went and paid the $32.00 oil change fee. My first reaction was disbelief that they can’t see the note in their system which was supposed have been in place that we have free oil change upto 100,000 miles and dismay came next.
Principles and Policies
This experience gave me a stronger resolve about documentation. I don’t really understand how people who work in customer service would ruin their name over $32.00 oil change. To think that we just spent $900 on an our exhaust system with them. What I don’t like the most is when they keep changing their stand and telling a customer something without checking their records. Aren’t there supposed to be policies in place about this? I am not expecting special treatment. I only want to be given the service due to us. We are due something which was a deciding factor when we bought the vehicle from them. We have $533([50,000miles/ 3,000 miles] * $32) worth of oil change due.
Get Everything in Writing
My training in an ISO certified company paid off(getting everything documented as much as possible). I am glad that I insisted for an email confirmation of the free oil change when I was negotiating the price when we bought the vehicle. I wanted something in writing, details over the phone was not enough. Employees come and go, verbal agreements with a former employee can only be honored by the current person if it’s in black and white to prove it. Just imagine how I would feel without it now?
I don’t know if it’s because I’m a petite Asian female that they seem to think that I can be brushed off without a fight for my consumer rights. I’ve heard of horror stories about being a female and car dealerships.
Same afternoon, my husband went to the dealership and talked to the service manager Stan Suggs. I didn’t go with him because I had to stay with my daughter in her extra-curricular class. I wanted to be there and listen to what they(service center) had to say. Mr. Suggs mentioned that the system doesn’t say that we had regular maintenance with them. Aren’t they supposed to have records of the services done? We don’t use up 2-3 hours of our time going to the dealership just to play peekaboo. Well, guess what- I have every receipt which clearly describes the service done and I would be more than happy to produce it for them and make a copy for their records. My husband said that the Service Manager gave the $32 credit towards the next service and made a note of the 100,000 miles agreement. From now on, I will be bringing the email print out whenever I go for an oil change no matter who says what for my own peace of mind.
From my where I am sitting, I interpret this offer from the Internet Sales Manager Terry Meyers(whom I found out is already not with the dealership)that clearly we are due free oil changes upto 100,000 miles. There is no mention of every other oil change like the Asst. Manager Jennifer Wingate said and indeed the dealership offered this to us unlike Asst. Manager Assistant Manager Marvin Pierce denied with his “no such thing” statement.
“Thank you for your inquiry. My goal is to make this the fastest, easiest purchase ever. Because your time is valuable, we even offer home delivery. We continue taking care of you after the sale by offering free oil changes up to 100,000 miles.* Loaner cars and a free area wide shuttle are provided.
Your special internet price is $ 27,218.43
Please note: Price shown is applicable to internet customers only. Price includes all current incentives, which are subject to change at any time without notice. Price does not include destination, taxes, tags, processing fee, and dealer installed options, if any. *Must have all regular scheduled maintenance done at Ourisman Honda of Laurel to receive free oil changes.”
Please contact me after you have reviewed this quote. Thanks again.”
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