Unacceptable Treatment and Lack of Accountability at Hartfield Chery Waterfall

Dear Hartfield Chery Waterfall Management,

I am writing to formally express my extreme dissatisfaction with the way I have been treated by your dealership. What was supposed to be a straightforward vehicle purchase has instead become an unnecessarily frustrating and deeply disappointing experience. I was offered an *** on a vehicle and, approximately four hours later, provided confirmation of my finance approval. Based on the communication I received from your sales representative, I made arrangements to collect the vehicle on the agreed date. I was therefore completely justified in believing that the vehicle was secured and that the transaction was proceeding as communicated. However, on the day I was due to sign the necessary documentation and collect the vehicle, I was informed that the vehicle had been sold to another customer.

This is simply unacceptable.

What makes the situation worse is that I maintained consistent communication with the representative throughout the process. At no point was I clearly informed that the vehicle was still available to be sold to another customer or that there was any risk of losing it. Had this information been communicated to me properly, I could have made an informed decision and potentially avoided wasting my time, arranging finance, and making collection arrangements for a vehicle that was ultimately sold to someone else.

The most disappointing part of this experience was not even the fact that the vehicle was sold. It was the complete lack of accountability and empathy afterwards.

Their Management Michael and Matt are also something else, I don't understand why people with their attitude would be put in charge of customer facing roles. They did a good job in making me feel like just a number and an intruder in their space.

When I raised the matter with them, instead of receiving a meaningful explanation or an acknowledgement that the communication process had failed, the response appeared to shift responsibility onto the sales representative's lack of experience. That is not an acceptable way for management to deal with a customer who has been inconvenienced by an internal failure. All kinds of options I should have used, that I am only told now when the car is gone. A customer's experience should not be sacrificed because your internal communication and sales processes are inadequate.

If your sales representatives are not properly informed about the status of vehicles and options available to clients, that is a management and process issue. If management is unable to ensure that customers receive accurate information, that is also a management issue. Passing responsibility down the chain does nothing to resolve the problem and certainly does not demonstrate accountability. I find it particularly concerning that a dealership representing a major automotive brand can allow a customer to proceed under the impression that a vehicle is available, only to discover at the last moment that it has been sold elsewhere. This creates an impression of complete disregard for the customer's time, effort, emotional journey in making the decision to buy the car and financial arrangements.

I would also like to make it very clear that I am not satisfied with the way this complaint has been handled. An apology without empathy, accountability or corrective action would be insufficient. I expect management to properly investigate what happened, establish what went wrong and explain what measures will be implemented to ensure that another customer does not experience the same treatment. A vehicle purchase is a significant financial commitment. Customers place a considerable amount of trust in dealerships to communicate honestly and professionally. Unfortunately, my experience with Hartfield Chery Waterfall has demonstrated the opposite. The emotional impact on my kids who chose and viewed the car, look forward to collecting it today.

Your dealership may sell vehicles every day, but for the customer, purchasing a vehicle is a significant decision and should be treated accordingly. I sincerely hope that management takes this complaint seriously. Otherwise, the message being communicated to customers is that once a sale becomes inconvenient, accountability and customer service become optional. I look forward to receiving a proper response addressing the issues raised above, rather than a generic apology or an explanation that simply shifts responsibility elsewhere.