East Hills Chevrolet of Roslyn

east_hills on 04/12/2013

Dear Stacey, Thank you so much for purchasing your vehicle from us and trusting us with your business. Thank you also for reaching out to me via email to discuss your experience with us and to help rectify the items that frustrated you. We normally do not arrange deals over the phone as we prefer to write down all of the deal particulars and have you sign off on them. We made an exception to our rule because of your family's longstanding relationship with us and some items that were making it difficult for you to come to the store. In retrospect, we should have scanned you all the documents so you had full knowledge when you came in to take delivery. We should also have been more detailed in our quoting DMV fees. From our discussions, it seems your salesperson said DMV fees would be "about $100" but the reality of it was that the fees were more like $192 when you include the DMV processing fee, tire disposal fee, overnight registration fees, and tag transfer fees. I have spoken to our managers and have coached them on how we need to provide more detailed information to customers. I apologize for our lack of communication with how your deal was structured. There is no good excuse for this and I won't insult your intelligence with offering any reasons. It is something we need to strengthen and I've spoken to our managers on this subject as well. With respect to the $100 deposit. I apologize for the oversight. You should have known the evening you took delivery how the $100 deposit was applied. I want you to be completely satisfied in your experience with East Hills Chevrolet and I am sending you a $100 check to refund your original deposit. I'm sorry you went through this frustrating experience. We're not perfect, but we strive for perfection and a world-class experience. I appreciate you giving us the opportunity to learn from our mistakes. I wish you all the best! Sincerely, Phil Wolhar Chief Marketing Officer East Hills Chevrolet pwolhar@ehchevy.com