Complaint Description:
My complaint is in regards to unprofessional treatment while purchasing a product from this establishment. On 1-14-2019 I contacted this business in regards to a motorcycle for my 14 year old daughter. I found it on line. I called and was transferred to a gentleman named Bill. I asked if they still had the bike. Yes. I then asked if I had enough time to travel to pick up before they closed. The gentleman said let me check with my wife I think the kids have basketball. OK I said. He called me back and said yes. 6 pm should allow for enough time in your travel. I then asked him if he took credit cards. He said yes. We will have to charge you the additional cost for processing. I said OK. I picked my daughter up at school at 1130. We set out on our journey. We arrived just before 5pm. Walked in. My daughter did not know she was getting a new bike. She put it together quick! I had to walk to the back to get someone to acknowledge our presence. I met the parts man in the back and he came forward. He and I discussed parts for a bit. I then heard a voice ask how was I going to pay? This came from a ladys voice. I was talking with parts guy still. She called out my name again. I said Yes maam. She asked how was I going to pay. I said with a credit card. I pulled my wallet out and handed her my card. She looked at it and said, We dont take American Express. Now mind you, they have 2 stickers on the front door that display the American Express logo. It also shows Visa Mastercard Discover. It actually has 2 American Express stickers on the door. One says "American Express Cards Welcome. I have pictures. I said I was told on the phone that you accepted AMEX. About that time I heard a voice from behind. A man said " You did not say it was AMEX, they charge a higher fee! I said OK. He then said in a very nasty way, "You are being DECEITFEL! I was taken back. I said what do you mean? He said it again, You are being deceiving!! He then made the comment that (me) as a business owner, I should know it comes with a higher fee. I said and when I price our product, we include finance options and if the customer wants to pay cash we offer them a cash discount. I am not sure what me being a business owner has to do with this transaction. At this point I was speechless!! I gathered myself and said, I dont care if its 47% additional, if you will just sell me the bike I will be on my way. The only reason I stuck with the transaction is because my 14 yr old daughter was there. Had she not, I would have walked. He kept mumbling something and walked away. The lady who I hound out was Mrs Harper proceeded to process my transaction. He then came back around a few minutes later and mumbled, I heard 6%! Thats what they charge. He then left. Never saw him again. When the paperwork was done, the lady handed my daughter the paperwork. I then said Maam, respectfully, I have never been treated this way in a business before. And if you are not going to take AMEX, then you should probably take BOTH stickers off your door. I then stood up and walked to the fron door. I was looking for the bike. I walked outside and it was in the parking lot. NOT ONE PERSON FROM THIS DEALERSHIP CAME TO HELP ME LOAD THE BIKE IN THE BACK OF MY TRUCK. NO ONE. THIS IS UNHEARD OF. We just spent almost $7000 for a product and was treated like this. No one shook my hand, no one told my daughter to ride safe, NOTHING. Once bike was loaded, the parts man came outside and started taking the bikes in because it was closing time. I walked over and took 2 photos of the front door and of the credit card stickers that were displayed. I then gave him my 2 cents and left. We then drove 5 more hours back home. 10 hr round trip and almost $7,000.00 later I was never disrespectful, never raised my voice and never made it personal. This was a terrible experience. This is an example I will use with my 2 daughters on how not to handle a customer with regards to our business. He could have introduced himself, and said sorry for any misunderstanding. How about we split the difference on the additional fee.
Your Desired Resolution:
I expect an apology from this establishment to my 14 year old daughter. This was supposed to be a fun experience for her on the purchase of her new bike. This company has most likely sold thousands of bikes. And probably made thousands of people happy. However our experience was a let down. I expect an apology from this gentleman that informs my daughter that this is not how a family business is run. I want him to get with his staff and review their policy. As for my family, we are going to pray for them. I know people have a bad day from time to time. Maybe he was having a bad day. In my testimony, I did not use proper punctuation because I was limited to type space. That being said, I may have even left out a few sentences. But the FACTS are 100% represented. read more
