General Motors

Hello My name is Mrs. Harrison, this is referring to dealership located at 1441 Camino Del Rio South San Diego, CA 92108, my Customer #399293, Invoice # 859727/. I initially took my vehicle in on, 03/14/2019 for recall to correct potential under the roof fire prevention. I met with service advisor Robert Congdon, in which whom was very nice and hospitable. I opted to have additional work done on the vehicle and my vehicle was there for several days. On the early Morning roughly 7:45am on 03/20/2019 I contacted Robert to confirm that my vehicle was ready or pick-up which he confirmed, and I also asked him for concierge service he provided me with the number to contact the concierge directly I called concierge and placed a ride pick-up for 10:00am to 3101 India Street, which is the address for a local rental car facility. At about 9:20 I contacted the concierge back informed them that I had reached my destination sooner and asked if I could be picked up ASAP, especially because it was raining outside I was told yes there were no other pick up or drop off and that the driver would be on his way. I anticipated a wait so I proceeded to wait I then began to notice that at least 30 min had passed and contacted the office again, and was transferred to the Service Lane Manager (Larry Ramos), I was then told that I needed to contact the driver (which I had no number for, nor was I provided one) to find out where he was at. I informed the Service Lane Manager of my concern and that I had no way of contacting the driver which was obvious, he then somehow disconnected the call I called back and asked to be transferred back to him and I asked was I hung up on? Then I was told that the driver would call me so I waited I called back twice before the driver contacted me and I asked the driver was he lost he told me that he did not know where he was at so I asked him what he saw on the streets he was on e then told me he was on B and India, and I then informed him that he should start heading north on India street and even gave him the address again along with the companies name (which is listed on google and easy to find), the phone was then disconnected I called him back and asked if he had hung up on me I was very concerned at this point, he then told me he would be there in 5 minutes. I waited and waited and even called the Service Lane Manager (Larry Ramos) back several times to find out what was going on he kept telling me to call the driver (Alex) back (which I had concerns about, why keep calling him when is driving and I did not want to be of any distraction) finally I called the driver back no one picked up. I then called to speak with Robert to see if he could assist me and was told that under instruction of the Service Lane Manager (Larry Ramos) that I was not going to be picked up I asked why he specifically stated it was because I used profanity (the "F" word with the driver on the phone call (which was a total lie). I was mortified, I was afraid and I was scared. I could not believe that I was left on the street corner in the rain with no way to get my car. I could not believe this was even happening and even Robert stated that "He didn't think I would use this language", but he had not choice but to follow the Service Lane Managers instructions and told me to find a way there and that I would be reimbursed. Keep in mind it was raining and I am not connected with UBER or LYFT, luckily by GODS will there happen to be a cab driving by which I flagged down and he was available to take me to MKB I cried the whole ride because I was so disgusted I was Lied on and this had happened to me, even the cab person was affected by my emotions. Upon arriving at MKB I spoke with Robert briefly and expressed my concerns and asked to speak with the Service Lane Manager (Larry Ramos), I was taken to his booth where I then asked him why I was not picked up, he then proceeded to tell me that he canceled the ride I asked why? He proceeded to say that I told the driver to be very specific "Where the "F" are you at"? "Why the "F" aren't you here yet?" I was so hurt and so confused about being lied on and this whole ordeal I told him this was a complete lie and he then proceeded to tell me that they had ways to pull up the conversation and that they could listen to the call, at this point I felt a little relieved because I thought great finally the conversation was recorded and the truth will prevail. undenounced to me that turned out to be a compete lie as well, either way he stated that the Service Manager Greg White was at an appointment and would be the person to do this so I actually opted to wait (Missing a very important Appointment), because I felt that at that point I needed to prove my innocence in this matter, and that how disgusted I was with being lied upon as a paying customer and consumer and as a Human Being! I waited until the Service Manager came in and was directed to his office by the Service Lane Manager in which I asked to stay for the conversation. I told him the issues and he totally tried to manipulate the incident stating that I owed the driver an apology, I then asked that the driver be called into the conversation so I could question this individual in front of them to have the truth be told, once the employee entered the office I asked my questions and asked how the conversation went the driver even stated that I did not use those words nor did I use profanities, in front of them and the Service Manager Greg White being sanicle kept trying to manipulate the confession/truth, stating that I surely had to have used some type of profanities, (and weirdly kept asking to see my receipt for the taxi as if he didn't even believe I had to take one there) but I still continued to question the driver because I know it was not true and I was disgusted about this, I was a lone women in the office with three men being BULLIED, I'm not sure if it was because I was a women or was it because I am an African American women that this was happening to me, were they trying to perpetuate the angry black women syndrome of being irate, loud and surely had to be one who used profanities? Greg White then told the driver to leave as if he was frustrated because the truth came out, and kept insinuating that I surely was the cause of all of this and that I needed to apologize I was do disgusted it was sickening and I then asked for a higher level Person I was told that the CFO (Clinton Wiese) would come in once he arrived in the office I told him everything and even asked for the driver to return so that he could hear the full story once everyone was back in the office the I asked those specific questions and Clinton asked questions as well, I only received an apology from Clinton not Greg/Alex nor Larry, and was offered $100.00 of my bill and coverage of the charges for the taxi totaling $120.00. This whole ordeal was just mortifying for me the treatment, being talked down to, the over all experience was so unjust and scary customer saw me crying and upset I was embarrassed to say the least it was terrible. If Clinton had not stepped in the whole incident would have went unknown and disgustingly covered up and I would have been lied upon and made to seem like some type of monster of sorts. I cannot believe I was mistreated in this manner and will never step foot back in that facility again because of this nasty experience. I was hurt! It is sad that in todays society individuals can still be profiled and set aside and made to look bad. I do not even feel comfortable that my address is in the system for fear of any type of retaliation.

Sincerely,
Disgusted Customer
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