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A letter to Saab Cars USA...
As a lessee of two Saab automobiles, we are writing to express our deep dissatisfaction over a recent transaction with your company.
In a matter of 18 hours, Saab Cars USA transformed a pair of loyal Saab enthusiasts to a couple of consumers who will never even consider purchasing one of your automobiles in the future.
As way of background, we are currently halfway through a three-year lease on a Saab convertible, which is, by the way, our third Saab automobile.
Extremely pleased with our previous Saab experiences (both in terms of the car itself and the treatment we have received at the dealerships) we decided to add another Saab to our family and entered into a lease for a 2001 Saab wagon on the evening of April 2nd at International Motors in Falls Church, Virginia.
We completed our transaction on April 2 based on representations made by the sales agent at International Motors. When asked about the length of the Saab lease that had a monthly payment of $449, he replied that it "was on through the first couple days of April." He suggested that, with the approaching warm weather, Saab would shift its focus to heavily marketing the convertibles. We were led to believe that this special "deal" was only going to be in effect for a few more days.
Imagine our surprise when, the next day, we saw posted on your company's web site the announcement of a new special for the wagon featuring a monthly payment of $409 - $40 less than we agreed to pay a mere 18 hours earlier. (Ironically, the lease deal for the convertible remained the same.)
Please understand we were in no hurry to acquire this automobile. In fact, we had not yet sold our other car. We acted on April 2nd based solely on the representations of the Saab salesman, advice that will now cost us $1,440 over the course of the lease.
The dealer has washed his hands of the transaction, saying that he is powerless to do anything, instead referring us to the consumer assistance center at Saab Cars USA. The assistance center has been completely unresponsive.
Perhaps there is nothing the dealer or Saab USA will do to correct this wrong. If so, there is something we will do.
Since we lease two Saab cars and have been pleased with Saab performance and design in the past, we had planned on leasing a new Saab every 18 months. However, when the lease for the convertible expires in 14 months and the lease for our new wagon expires in 36 months, we will not acquire a new Saab, due solely to this experience.
Even more unfortunate than the lost money, your company has turned a happy experience into an extremely embittering situation. Instead of feeling excited about our new car, we feel anger and resentment because of the bad faith representations of a Saab agent.
Saab loyalty? Forget about it. Just another catchy slogan from just another car manufacturer.
, Thu, 5 Apr 2001 01:44:09
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