Ed Napleton Complaint - Poor customer service complaint

Review by bev_arm@hotmail.com on 2001-08-22
CALUMET CITY, ILLINOIS -- President Ed Napleton
17 w 240 22nd St Suite 312
Oakbrook Terrace IL 61081

Dear Mr. Napleton:
I wish to complain about a reimbursement check for NSF fees that I received on August 7, 2001 from River Oaks Honda. I am complaining because the business manager, Dan Youngblood told me that I would be reimbursed for all fees associated with the early deposit of check # 3234 on July 18, 2001. He also told a representative from my bank (Firstar) on July 31st that River Oaks Honda would reimburse me for all NSF fees and that all I needed to do was fax over a statement of the charges to him. He stated after receipt of the statement, a check would be cut in 2 days. I faxed that statement to Mr. Youngblood on July 31,2001. I waited until July 31st to have the statement accurately reflect all charges incurred (all charges except 1 27.50 returned check fee were listed). I called Mr. Youngblood after I faxed the letter to confirm receipt. He said, “These charges are ridiculous. I see charges on this statement long after the date we discussed. We talked about maybe $100 or $125 “. I explained that bankcard purchases don’t post to the account right away and that we could not have discussed any charges, because neither of us would have known the full extent of the problem on July 21st when we originally discussed this.
When I first learned of this problem on July 20, 2001, I contacted River Oaks Honda at about 3:30 pm and asked to speak to my sales person, and was told that he was out, at which time I left my name and number for him. I waited until 3:15 and called back to ask if he had returned and was told that Chuck was sent home. I asked for a Sales manager and was told that he was with someone but would call me back. Again I left my name, home and work number (because I manage a call center and might not have been at my desk for the return call. After waiting until 3:30pm, I called back to the dealership again and was told that I would be getting a return call from a manager shortly. Mike called my home at 3:45 and spoke to my husband who briefly explained that we just found out that a check was deposited to my account that shouldn’t have and that I was really upset. He requested that someone call me at work for all the details. I waited until 4:00 and called and asked to speak to Mike. He informed me that Joe was the Sales Manager and would be on the line in a minute. I had to hang up to deal with an urgent work matter but I called back at 4:03 and asked for Joe who immediately came on the line. I began to explain the situation to him when he interrupted me and said, “I will have to pull your deal and call you back”. I told him I needed to explain another aspect of the situation when he interrupted again saying “ I don’t have time to discuss this with you now, I have people in the showroom that I must deal with. The customers in the showroom are my first priority”. He then hung up on me. I waited at work for his call until 5:30 pm. I arrived at River Oaks Honda at 7:20 pm and asked for Joe. I told him who I was and asked if he had a chance to pull my deal, He responded “No, but I’ll get it now. Today is my first day over here at this dealership”. He pulled my deal and brought me to Dan Youngblood. I explained to Mr. Youngblood (in tears) that I just found out that my account is severely overdrawn. I told him I would have about 3 checks that would bounce (two being my first car loan payment and my first car insurance payment), in addition to over 6 bankcard purchases. I also stated that I had NO money to work with until 7/31/2001. Mr. Youngblood said he would try to figure out how he could help me and to call him on Saturday at noon. Before I left his office I explained how insulted I was that Joe spoke to me in that tone and hung up on me. His response was “ I know Joe and he would never hang up on anyone. I heard his entire conversation and you kept calling over and over again, you can’t squeeze blood out of a grape”.
I called him on Saturday July 21st at 1:30 and was informed that nothing could be done about my $1000.00 check that was deposited, but that River Oaks Honda would on July 31st ld pay my bank fees.
I am insulted by the treatment I received as a customer of River Oaks Honda. I chalk this up to a mistake and I now know that you never give a car dealership a check that is not postdated and expect them to hold it. I see that a handshake deal was not the best thing for me and I accept that. I only want what was promised to me and what is fair, which is the reimbursement of ALL fees associated with the deposit of that check. I would like a written statement explaining your company's position and what you will do about my complaint.
I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 10 days I will file a complaints with the Illinois Attorney General. I am enclosing copies of my bank statement and a letter from personal banker Rebekah Wahl from Firstar Bank confirming the to date total of my bank fees as of July 31, 2001 (Which did not include one final charge of 27.50). I may be contacted at the above address and phone number.

To help keep me as a potential future customer, I would like the following:

To resolve this problem I would like you to refund the balance of charges owed to me in the amount of $214.00.

At the very least I would like a response from your company regarding this incident. Thank you for your time.

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