posted 09-23-2001 04:46 PM            

On May 5, 2001 I leased a new 2001 Oldsmobile Alero GL from Spitzer Autoworld in Amherst Ohio. I was unsure that I wanted to lease the car for the price that was being offered. After almost three hours of dealing, I stood up to leave the dealership, unhappy with the way the dealership was handling this deal. When I stood up the father of my salesperson, also the used car manager came over and asked me to stay for just another minute. He felt he could get me the deal that I was looking for. When Kevin and his father, Chris Kallas, returned they had mysteriously found a better interest rate and offered me free oil changes for the term of my lease, 48 months. This offer interested me. I did the calculations on how much the free oil changes would save me, 16 oil changes x $24.95 = $399.20. This was the deal breaker. I then leased the car. I was so pleased with the deal I received that two weeks later I referred my boyfriend to Kevin and he leased a 2002 Chevy Trailblazer. He was also offered the free oil change deal. We were both pleased and so two weeks after his purchase we referred another person, who paid cash for a new 2002 Chevy Impala.

I felt, for three months, that I had received a good deal and would continue business with Spitzer in the future. I continued feeling that way until September 13, 2001 when I called to schedule my first oil change. Kevin instructed me when I leased my car to give him a call when I was ready for an oil change and he would set everything up. I was doing just that. In the evening of September 13, 2001 I called Spitzer and asked to speak with Kevin. I was then informed that Kevin no longer worked for the dealership and was transferred to a manager. The manager that answered was Todd Meek. I explained the situation to Todd and fully expected that he would honor the promise made by his salesperson and a dealership manager. Todd told me that if I wanted the oil changes paid for that he would give me the phone number to the Kallas house since both Kevin and Chris no longer worked for the dealership and I could try to get them to pay for the oil changes. When I reminded Todd that I had sent almost $100,000 of business the dealerships way in less than two months he seemed unconcerned. He was just as unconcerned when I reminded him that both myself and my boyfriend were promised the same free oil change deal he basically said that was too bad. I then asked to speak with someone in a higher position than him. He put me on hold while he went to get the General Manager, Tim. Conveniently the General Manager was unavailable. Todd took my phone number and said that someone would call me back that evening. Later that evening I spoke with Tim, the General Manager. Tim apologized for the inconvenience but said that he was still unable to help me. I explained that on two separate occasions that the promise of free oil changes was made. Together, my boyfriend and I were out nearly $800.00. I felt this was a small amount for the dealership to pay, especially over a four year span. Tim explained that the dealership could not afford to give free oil changes for the life of any lease. When I asked why he was allowing his salespeople and managerial staff to make promises they were not going to keep he said that those types of promises were never to be made. I then stated that it isn’t my responsibility to make sure that his salespeople and managers correctly do their jobs. Nor did I know what why were or were not allowed to offer. He again stated there was nothing he could or would do.