My mother, who lives about 6 hours of Irving, TX, purchased a 2002 Chevy Avalanche from Westway Ford located at 801 W. Airport Freeway Irving, TX 75062 (1-888-281-4871) on 2/14/2002.
During her visit to the dealership, the sales man quickly enticed her with the many "features" that the vehicle included: alarm system, tire warranty, 75,000 maintenance service, and theft insurance (according to the sales person, these services and warranties that were added to all vehicles) After bargaining back and forth, a sales price of 25,000 was agreed, because according to the sales man, they were willing to take a loss since the vehicle was not a Ford.
Unfortunately, the contract papers were left behind at the dealership; and, my mother quickly requested copies of them. The copies took about 3 weeks to be delivered. After reviewing the documents, she noticed that the figures in the contract were greater that the agreed amount; so, she asked me to look over the contract papers.
After reviewing the papers, I found some discrepancies and questionable amounts. In addition, I found that GAP and life insurances had been added to the contract: these optional insurances were not explained to her.
We tried calling; but unfortunately, we found ourselves being bounced from one person to the next until we were told that it was best for us to drive to Irving, TX and talk in person. So, we drove off to Irving.
It turned out that the features were not included in the sales price; but added separately: $1100 for the alarm system installation; $2,500 for the maintenance service, and $1,190 for theft insurance and tire warranty. In addition, the sales price given was $750 more than the agreed price.
We talk to a sales representative explained the charges. Fortunately, he was able cancel the GAP and life insurances; however, the other items were out of his power and he arranged a meeting with the assistant director.( Interestingly, while we waited, the man who originally sold my mother her truck passed back and forth with a grim on his face ignoring our presence.)
When we asked about these items, the assistant director quickly, in the most rude, defensive, bitter, and disrespectful manner, completely shut us off showing us the contract with her signature; telling us that the contract had already been signed; there was nothing they could do, even though, there was an obvious mistake on their part; that my mother was at fault for failing to catch these mistakes; and, that the we had taken to long to bring this up.
He then proceeded to threaten to escort me out when I politely asked him not to raise his voice at me (according to him, we were in his house, his territory, and his rules). I asked for his name; and, he refused to give it to me. Instead, he, barbarically, signed it on one my mother's documents in an illegible form.
He continued saying that our conversation was over and exited the office.
Surprisingly, the director of the dealership had been standing there all along observing the conversation.
I expressed my concern and discomfort regarding the assistant's attitude and insults; and, I requested an explanation including an apology.
Amazingly, he told me he saw nothing wrong with the assistant's actions and told me that an apology was not possible and there was nothing he could do. He turned around and began conversing with another employee