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Review 5/25/2011
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Mr. Bob Crawford
Vice President, Smoky Mountain Chevrolet
71 Cat Creek Road
Franklin, NC 28734
Dear Mr. Crawford,
I am writing to bring to your attention an incident that occurred at your dealership over the weekend of May 20th. My son brought his Tahoe to your service department to have the vehicle repaired. He picked the vehicle up on Monday. During the ride back to S., he attempted to change the CD music that he was listening to and discovered that his CD case (from the visor) and all of the CDs were gone.
I called your dealership this morning and spoke with John Talley the service manager. His first question to me was “Who towed the vehicle in?” He also informed me that you all are not responsible for items left in vehicles. I knew immediately that I would get no result from this manager. To answer his question, the vehicle was not towed. My son drove it in himself.
Mr. Talley informed me that he would check into the problem and call back in an hour or two. He called me back to inform me that he asked everyone there, from the front desk to the technicians that worked on the vehicle, and no one saw the CDs. As I told him, I did not expect a thief to come clean knowing that he would lose his job. He also said “I’m not saying that something wasn’t taken while it was in the lot, that’s possible.” This would indicate to me that you all leave vehicles that are in your charge unlocked while unattended. I would not call this a “best” practice.
Mr. Talley then blamed my son with comments of perhaps he misplaced them, he should look around for them, maybe he took them out before he left and maybe he left them in the rental car. People do misplace things but my son told me that he is sure he did not remove them from the vehicle, furthermore, I saw my son as he was on this way to your dealership. I can assure you, the CDs were there.
I am not sure what I expect by sending this letter to you, perhaps the mere satisfaction of writing it, as I do not expect that J. will get his property back. It disturbed me that my son’s property was stolen from his vehicle but more troublesome was the lack of any responsibility or caring on the part of your service manager. Mr. Talley was quick to take offense and quick to place blame elsewhere.
I understand that your dealership may not be responsible for personal property left in the vehicles, but I think there is some responsibility in keeping customer’s property secure and, as far as I am concerned, Smoky Mountain Chevrolet failed in this responsibility.
Sincerely,
M.
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