I purchased my 2004 C-5 from Bill Heard in Sugarland Texas on 2/2/04. On January 30, 2005, I contacted Ken Fichtner about purchasing GMPP. He informed me that according to GM my car was placed in service on 10/31/03 and wouldn't qualify for the new car rate. I called Bill Heard and no manager would discuss the 3 month discrepacy except some idiot that could barely speak english. His response was basically what is your problem? I finally spoke with Linda Patterson the Operations Manager and she just blew me off and failed to return my next 6 calls!! I contacted GM and the customer service rep says what proof do I have that I purchased the car on 2/2/04. Then says she can't help me, Bill Heard would be responsible for the In Service Date problem. I contacted their service department and they wanted me to fax proof of purchase. Incedible as it sounds I faxed it over yesterday and at close of business today are still working on changing the In Service Date to 2/2/04. Then I have to fight for the new car rate on the GMPP.

Any advice appreciated.

 

As has been suggested in other posts regarding problems with independantly owned dealerships screwing things up with no apparent accountability...Take it farther up. Write a CALM and detailed letter defining your problem, what you have done to attempt solution to the problem.what the dealer has done to prevent solution, and request assisitance to get the problem solved. Address it to the Office of the President of General Motors. His office will hand it off to some VP with instructions to get this solved.....These guys want you to buy a GM car again, dealers couldn't care less, as another 'up' is walking onto the lot every hour of every day. Dealers are the greatest impediment to good customer service that General Motors and Chevy has. Far cry from some *** brands. I have a friend who is GM of a big Honda dealership near Seattle. I can vouch from what I know from the 'inside' of how they try so hard to do the right thing for their clients, that if Chevy had that same kind of corporate culture in their dealerships, sales would go up 50%.


Every time someone starts a thread to identify bad dealers, somebody complains.....Why..Is it necessary to hide the bad ones so they can continue to do wrong to another victem one after another....Sure, positive remarks are nice and help us find the few dealers that seem to care, but good stuff is only half the story. There are more crappy dealers than good ones.

I deal with private shops for all service that my husband and I don't do ourselves. I was around the car business for too many years when I was young to trust dealerships....I'll go with a motovated small shop that lives or dies on quality of service, staffed by technicians who LIKE what they do and enjoy talking to the car owners. The principle shop we use for general repairs on our small 'fleet' invites us back in the shop, they show us parts and pieces, and explain everything. They enjoy our dropping in during a job to show what has been done, and what if anything new has been discovered. I like a shop with people who are Car Crazy and enjoy others like them.....You'll always get great service from a place like that.....Wow did I ramble on or what?

 

I appreciate the feedback and will work the issue, in writing, from the top down.

 

uhhh... what he said

 

Bill Heard is a pretty big company with dealerships located all over the southern half of the country. I know we have one here in Scottsdale, and I believe they're in Florida and a couple in Texas at least.

My point is that there is a corporate headquarters somewhere. Probably located in that corporate HQ is a CEO and a bunch of other corportate officer types (CFO, CIO, COO, etc.). The internet is a very powerful research tool. Start with their web sites under the "About Us" heading and start working backwards. Eventually, you'll get to the top. What Fiberglass Fan suggested is great advice - a calm rational letter to someone in charge will usually yield results.

My theory on stuff like this is basic - "Why talk to the horse's A$$, when you should be talking to the horse's head?"

Good luck!