Complain about a product or service

Saturn of Danvers MA

Leo of Wakefield MA writes (8/6/01):
I needed to buy a new car and I had heard a lot of good things regarding Saturn. I talked to one of the sales representatives over the phone for about 2 weeks regarding the purchase of this car. At that time, I hadn't yet decided whether or not I was going to finance the vehicle through one of Saturn's banks or if I was going to go through my own Credit Union. The sales rep was aware of this from the first time that I talked with him. In the end he had told me that he couldn't get a better rate than what I could get at my credit union.

I decided to finance the vehicle on my own. The sales rep and I had discussed a few things before I was to purchase the car. The first thing that I requested was that the car mats be thrown in at no charge. The other thing that I asked was if I could give them a check for $1000 more than I was purchasing the vehicle for and have them give me a refund check. I wanted to do this to consolidate some debt into my auto loan. The sales rep told me that it would not be a problem.

When the day came for me to pick up my car, there was a different sales rep there to go through the final stages of the sale with me. When I told him how I was going to give him a check for $1000 more than what I was buying the car for he said that they couldn't do that. I explained to him that I had already worked it out with the other sales rep but he said that that is something that they just don't do. If that isn't irritating enough, as I was looking at the breakdown of the costs of the car I noticed that the car mats were on there. I explained that the other sales rep said that they would throw the car mats in for me for free.

At this point the sales rep told me to sit tight and went into the office. He came out with the guy that I had talked to on the phone. He said that when he told me he would throw the car mats in he thought that I would be financing through one of their banks and that because I went through my own credit union, they wouldn't just throw in the mats for free. I must have been noticeably irate because he then apologized for telling me that they could give me the $1000 refund check. He said that he could probably work something out where they could give me a refund check for $500.

At this point I was very annoyed and I told him that whatever they could do would be good. He told me that he would be right back and left me sitting there for about 15 minutes. He finally came back out but, he had the General Manager with him. The GM asked both of the sales reps to leave us alone. He then sat down and said to me "Listen pal, we are not a bank". Now I am irate. I explained to him that I had worked this out two weeks ago with HIS sales rep and that he told me that it wouldn't be a problem. I explained that now, not only do I not get the refund that I had expected but, I have to pay for car mats that I didn't expect to pay for. His solution to the problem was to give me $60.00 worth of Saturn merchandise to make up for the cost of the mats.

Looking back, I wish that I had just told them to put the plates back on my trade-in and not purchased the car from them. Instead, I purchased the car but I haven't been back there since. I get my car serviced at Saturn of Medford and they do a great job. I will never again step foot in Saturn of Danvers.

This is basically a case of bad business relations. Since my situation, I have told everybody I know that if they ever consider buying a Saturn go to Saturn of Medford. I was beside myself with aggravation and I couldn't even enjoy driving my new car for the first time.

Jason of Lynn, MA, writes:
In November of 1998 I had my first experience of purchasing a new car at Saturn of Danvers. The day when I picked up my new Saturn I had to get some stereo components out of my old car. To my surprise one of the components was missing while in the hands of the dealership. I then addressed this problem to the General Manager of the dealership and he told me that I could have taken that piece of equipment out of my old car, and he just brushed me aside ignoring the fact that it happened.

He called me a liar after I spent $16,000 in cash on a new car. I went to the Danvers Police Department to file a police report hoping that they would find something but nothing was ever found. That was the first $500 loss of mine that happened at the Saturn of Danvers dealership.

This past December I was traumatized when my car was struck in front of my house by a drunk driver. I then had my car towed to Saturn of Danvers where the damage could be appraised and the car could be repaired. The adjuster appraised the damage at $2936.60.

Just about 3 weeks had passed since the accident and I was so excited to go pick up my car. When I got into my car I was devastated to find there was no stereo in it. This was a $428.00 loss that happened at the Saturn of Danvers.

I immediately went inside the dealership to speak to the Service Manager. He told me that there was no stereo inside of the car when they received it and he was quick to offer me a new stereo of lower quality, that I refused. I pointed out on the estimate done by the adjuster that he listed my car as having a stereo in it. This appraisal was done at the Saturn of Danvers dealership. The Service Manager then told me that it was standard that they list that. He then told me to contact my insurance agent to find out what could be done.

My agent told me that they were solely responsible for my vehicle and they should cover my loss. Later that day after filing a second police report on stolen property that occurred when my car was left at the Saturn of Danvers I went to go see the General Manager of the dealership. The first things that came out of his mouth was, "Ddn't something like this happen before with you?"

I replied yes last year one of my stereo components was missing when my car was left here. I explained to him that my insurance company told me that the dealership was responsible for my vehicle when it is left in their care.

He replied that they were responsible only if the car was damaged while a technician was driving the vehicle. I also pointed out to him that the insurance adjuster noted that my car had a stereo in it while he appraised it at there dealership. The General Manager's response was that it is Standard to list it on the appraisal. He told me that he was not going to pay for my stereo just like the other component that was stolen but it was possible that we could work something out.

This was a great inconvenience for me because I had to waste my whole day off from work trying to get compensation for my missing stereo and it is still an inconvenience for me because I have no stereo in my car.

I lost close to $1000 in one year after purchasing my first new car at Saturn of Danvers. I have recently spoken to the Area Manager and I explained to him my situation. I explained to him that I was willing to settle this matter without going to court.

He told me that they wanted to work something out with me without going to court. Saturn of Danvers brushed me off for two weeks before I got the same answer I originally got. They offered me a Kenwood stereo.

I am sending this letter to the Better Business Bureau, The Department of Consumer Affairs, Attorney Generals Office, and the Federal Trade Commission. I would also like to tell you that I am filing a lawsuit against Saturn of Danvers. My first new car experience with Saturn was not like the commercial when Julie gets her first new car.

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