The $50,000 oil change
by
A man takes his truck in for an oil change. When he returns a few hours later, he says his truck is gone, reportedly sent to an auto auction for sale.
That man is Alex Adams, who tells me he couldn’t believe what he was hearing.
“they basically told me it was tough and that was the way it was.”
It all starts when the 23 year old brings his ram 1500 to a hickory hollow dodge dealership for a simple oil change and tire rotation
“I was stunned,” the Kroger Meat Cutter says referring to the series of events that is about to unfold.
“They kept asking me did I pick up my truck earlier during the day. I said no. They asked several times I said no. After forty five minutes they were scrambling nobody knew where my truck was. I was in disbelief. They lost my truck over a 3 hour period.”
Unclear where his truck is, Adams says the dealership scrambles to put him in a rental car till they can figure things out.
“Yes I was pretty calm at first. They were nice at first. In the first day, but when it was 3 days without hearing from them.”
After 3 days, adams says the dealership has located his pick up
“It was at an auction house in Dupont in Madison they put it on a trailer to get it out there to be auctioned.”
Adams says when he checks his truck several items are missing including CDs.
“At least 20 CD’s were gone.”
The young man asks the dealership for $200, the approximate price to replace the 20 CDs.
Apparently the dealership felt that finding the truck was sufficient.
“They said they are not going to write me a check for $200.”Their attitude it was my fault that my vehicle was gone.”
“How is it your fault that your truck is missing for a few days?” I ask.
“That is what I asked them and they could not answer anything.”
I call the dealership and ask for the GM a man gets on the phone and asks me why channel 2 is involved.
I try to explain to him that Mr. Adams is upset and he feels like he is getting no satisfaction and they have asked me to see if I could help.
I tell the man on the phone that I need his side of the story. The man tells me that this is not a story for the news, and that he has no comment and abruptly hangs up.
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Since we are interviewing Alex Adams near the dealership, we decide we should try and get the manager on camera for his side of the story.
We encounter a group of polite salesmen who are oogling one of the new Dodge’s the dealership is getting.
The salesman tells me he will get the GM for me and asks me to wait by a beautiful Viper in the front of the show room.
After a few minutes the GM arrives.
“Hello, I am Andy,” I say extending my hand. “I believe we have spoken on the phone.”
He nods.
“I wanted to give you the opportunity to get together with you so you could give me some kind of response. I talked to Mr. Adams it was about his truck it sounds like it was a mix up.”
His eyes stare at Al and his omni present camera.
“Are you recording?” he ask.
“Yes we are. We are always recording,” I say.
The GM has a look of disgust.
“You guys man. Look if you want to talk to me. Don’t come in and bring in a cameraman and do all that. That is not necessary,” he says.
I want to remind him of our conversation the day before where he hung up on me. Before I am able, he turns his back and walks away.
A few minutes later I get a call from Alex’s dad. He tells me that after I left the dealership, the GM allegedly called him to complain about Channel 2’s involvement.
“He called me and was not happy,” James Adams tells me by phone from the front seat of the big rig he drives.
“So he won’t talk to me, but he calls you to complain,” I say.
“He said it was none of my business. I needed to stay out of it. He told me if Alex came down he would talk to him but he would not pay $200 for CDs.”
I understand that mistakes happen. A truck can be lost, then found.
I also realize the CDs disappeared while at the auto auction.
Regardless, the dealership was the last responsible party. They had control of the young man’s truck.
So the customer wants $200. That’s an expensive oil change, but in the over all scheme of this story it is a drop in the bucket.
That’s because the father tells me he was willing to buy 2 more dodge trucks. $50,000 worth of dodge trucks, but because of $200, he plans to spend that $50,000 at another dodge dealership.
the GM should lose his job.
No excuse for this kind of treatment.
I am buying a Dodge Truck, but will avoid this dealership when I buy my new truck for Christmas.
Thanks for the warning.
If it was me, I’d wait until that GM left the lot & I would beat the $200 out of him. If you have the time, take a big poster and write on there what they did to you & spend the day on the street warning people of who you would be dealing with.
I had the oppertunity to meet many of the people at this dealership including the GM when I wanted to put on a benefit for a local Make A Wish child. The very same GM agreed immediatley to sponsor the concert event and pay all the costs of promoting this event. We were able to grant the wish for this 5 yr old boy who is suffering from Wilms Tumor thanks to the generosity of Nashville Dodge. I do realize there 2 sides to every story but am disapointed in WKRN for reporting on this and not responding to the repeated request for coverage for this little boy. I hope all of the people out their will stop by and take the oppurtinity to see for themselves the truly wonderful people who helped out when noonw else would. Thank You again.
Rhonda, I think it’s great that the dealership helped you out with the benefit, but to call New 2 out on it is unfair and childish. News 2 does so much for the community and differnt charities that they (or anyone) cannot possibly respond to every request. There is no way of knowing how many times a week that they are asked for donations and sponserships. Watching the video pretty much speaks volumns, so I think that everyone can come to their on decision as to what happened. That being said, I hope that they will reimburse the 200.00. The car should never have left their lot, bottom line.
I cannot believe that General Manager still has a job.
General Motors is going to Washington DC to BEG for money from Congress because their sales have sunk to a new low.
And they want some idiot like this to represent the Dodge brand in the Nashville area????
If I were this man’s boss, I would have not only fired him, I would have planted my boot up his backside on his way out the door!
What happened to the days when customers were treated as a best friend? When it was understood that it is the CUSTOMER who is THE REASON for the very EXISTENCE of that dealership?
It is the CUSTOMER who pays that General Manager’s salary, and the position of General Manager is to ENSURE CUSTOMER SATISFACTION AT ALL COSTS!!!
If that GM wants to keep his job, he ought to be forced by Dodge to star in his own TV commercial (produced by WKRN of course!) where he could confess his sins, and could swear on a Bible (or holy scripture of his choice) that he would provide superior customer service for the rest of his life.
But I feel it is too late for that.
Better to just fire him, and get someone in there that can do the job right.
FYI, I worked in the automotive arena for several years. Now that there is
evidence that the G.M. was approached to resolve this with negative
response, the customer needs to contact Dodge Corporation Customer Service
and file a complaint against the dealership. The phone # should be listed
in his vehicle manual. He should give all the specific info in regarding
what the G.M. said. Valid complaints
will create a mark against the dealer. Usually the Corporate Customer
Service is very helpful. He needs to remember to keep his cool and if need
be ask for a C/S
manager. This is basic procedure for all big 3.
Hope this helps.
I too have purchased two cars from Nashville Dodge and quit having both car serviced there. I found that their service writers are inept to say the least. I feel for Mr. Adams and in my opinion Nashville Dodge should write a check to Mr. Adams for his loss.
The general Manager should be FIRED as of now,He also needs a boot.However that being said,as soon as i make Januarys last truck note i will be purchasing a new Full- size Dodge truck.It’s a no brainer where i WONT be buying it.The General manager got lucky, What a idiot of a General Manager.
Customer Service?
Dodge HQ will not be happy to hear this event.
My next truck will NOT be bought at this dealership. I will not be buying a Dodge, unless I hear of an acceptable outcome to this insane happening.
Hey GM, never bite the hand that feeds you.
I work at a Chrysler, Dodge, Jeep dealership here in Nashville. I can guarantee if that was my dealership not only would he get reimbursed for his, now stolen, cds but he would probably get free oil changes and a big apology. I don’t wish anything bad on anyone but the way the economy is now I am almost glad to hear that happen to a competitor. Also don’t blame chrysler corporation. Mr. Adams misfortune should be only put on the dealer. The corporation has nothing to do with those kinds of happenings.
I have had horrible experiences with Alexander in Murfreesboro. This kind of treatment is nothing new. Dealerships have drifted so far away from customer service that the words have no meaning anymore. Bottom line is that the man’s items were misplaced because of the dealership’s neglect. I hope that they give the 200 bucks to him and I really hope the oil change was free.
I think car dealerships are starting to get bad reputations and with actions such as these they probably deserve a bad reputation.
Just imagine for one second if you took your vehicle in for a simple oil change and it was shipped off without your knowledge. Keep in mind a vehicle is generally a persons 2nd largest investment.
they should pay him the 200.00 and probably 2000 more to go along with it.
How can you all be saying that the GM should lose his job, or that you would beat the money out of him when you have not heard his side of the story? Granted it sounds like the dealership made a huge mistake by allowing someone other than the owner to pickup the truck, and he probably should have given his side of the story to the reporter rather than just walking away, but does that really make him worthy of being fired? All I’m saying is that we all know how badly the media blows things out of proportion, and how people will stretch and manipulate the truth get something for free. Please stop judging this man based on a 1 sided story.
In reference to comment # 13, looks to me as if Andy tried to get the GM’s side of the story at which time the GM stated he would not talk to News 2. If he had a reasonable explanation, he had his chance and blew it big time. We all know that customer service has become an indifference in America. But this one wins the Grand Prize in my book.
I find it funny that there official website has been inaccessible since this incident aired on News 2.
Most auto service centers display signs stating they are not responsible for lost or stolen items left in vehicles during service. Car jockeys and porters usually consider items left behind in ashtrays and on floorboards as your trash and their tips for cleaning and driving your car during service. While we want to believe people are honest, once you get your car back and find your favorite pair of sunglasses missing or all your parking change gone, believe me, you will never leave anything behind again.
The GM had an excellent opportunity to take the high road in this case but instead choose to stonewall WKRN and its viewership. Another fine example of an ill trained and shortsighted business head who hurt not only his company’s reputation, but also himself in the eyes of the public. Should Alex be paid restitution, probably not, but the service department could have offered something in the name of goodwill for his experience, but then again, the dealership’s GM doesn’t know the definition of the term. Should he need to be fired, only his employer can answer that question, but too many gaffs such as this, and his job security will be out the window, and we all know how much job security there is in the automobile business these days, especially at Chrysler related dealerships.
Finally, Alex, remove that Nashville Dodge decal from your tailgate because at this point you owe them nothing.
We have takeing our cars to nashville dodge for 2 years we havent had a nickel stolen We live in lavergne and They were conveinant we bought a 06 caravan and was happy with the way we were treated and came back the next day and bought this truck
I realize that you sign your right away to claim missing property but I ddnt give them permision to take our truck to auction where every thing in it was fair game
Im sorry this happend cause we are ready to buy a new caravan we will have to go to another dodge dealer and give up the coveinance of this dealership Im glad it happend before we made this purchase
I would not have wanted to deal with a problem with this gm
he is a very unreasonable man I hope our story has helped someone not make the mistake of buying a car from nashville dodge
I know for fact half of what was said on the news coverage is a lie. Like the Truck was back at the dealership that night but the guy waited 3 days to come pick his truck up. Hmmm.. i guess he failed to mention that. I do not blame the Gm for not saying a word on camera. God knows what wonderful andy would of made him say when he got a chance to chop and cut the video. I do belive he said if you want to talk we will talk with out the camera. Anyways why does the man have to talk to big andy and the media. now if he turned away the customer if he confronted him like that thats understandable. everyone of us know the media blows things way out of proportion. They made a simple mistake and it was just on the wrong customers vehicle. Ha ha wouldnt you guys love to know what he wanted from the dealership before he went to news 2. Someone wanting something for nothing. And another fact is his cd’s were all there
In reference to comment # 18, we all know who you are. I know for a fact that the truck was not at the dealership that night cuz it was three days and at least 10 phone calls later, when the truck came back. I was there for it all and know that the cd’s were no where to be found. Alex never asked for anything more then to have his truck and his cd’s back. You dont know the whole story, why take one side? You know for a fact that Andy and The media have done lot for nashville. Its not just a simple mistake, if it happened to you, you would do the same thing Alex did. I do think that he should be payed back and then some, cuz it was not like he said I am going to take my truck to get the oil change and maybe they will send it off to be auctioned.
JUST THINK ABOUT IT WHAT WOULD YOU DO?
hi will
There’s alot to be said for both sides of this story,but we all know that people will hear and beleive what thay want too… Like comment#13 How can you judge this man (GM) for one side of the story,when in fact you are judging Alex.That’s not REAL BRIGHT…IS IT?
People who know Alex knows he grew up working for everything that he has now not by telling LIES to get things that he wants…Now on the other HAND who’s asking for 34 Billion dollars to help bale them out?????? Some people have a hard time SAYING/THINKING that they made a MISTAKE and trying to make it right is even HARDER for them to do..Alex is a good size man Gm sent him home in a KIA,Then about an hour later he took it back to GM and they gave him a MUSTANG..Now I myself have nothing to gain on telling the TRUTH but I see someone getting SHAFTED that makes me think what else would a DEALERSHIP would do..
It takes a BIG PERSON to admit there wrong but a BIGGER PERSON to make it right,GM needs to make it right with ALEX and put an end to this…I hope everything works out for ALEX…..
I am not really a person that anyone ever know but I have known alex and his family for a while. Never known Alex to ever ask anyone for anything.. All I have ever seen Alex do is work hard and do for others. His truck and everything that he has, he has worked for. Always helping his family, by taking his sister to doctors apointments and places she needs to go. Helps his dad do anything he asks to do with no lip.Works day and night and in my eyes, he is a great man. Alex and his family, dont deserve to be talked about like #18 is saying cuz I know that Alex would never ask for anything he did not deserve back. Dont know why this man would talk about someone he does not know, that he only has known three days. As a young man, I worked in dealership myself, and worked in desal work, and has always been told that coustmer knows best. Thats how we keep business going. I believe, If I was comment #18, that I would think about the things that have been said and try not to bad mouth people you dont know. I think that when a person makes a mistake, they should admit that they were wrong and not try to switch the blame. Just wanted to make known that I have known them for along time, PLEASE dont bad mouth them any more.P.S. dont believe that everything that the news media says is wrong, I know better. Thank you
WHERE HAVE ALL THE GOOD PEOPLE GONE?????????????
When this story came on the news the other night I wasn’t even surprised. Back in 2006 I purchased a Magnum R/T from Nashville Dodge. The car was in Atlanta and they showed me all the options it had etc. etc. When they called me to pick up the vehicle, it had 1,300 miles on it which was 700 more than they said, was filthy inside and out, and didn’t even have the 6-Disk CD they said it had. They promised me if I came back the next day it’d be fixed.
Well yes the CD player was there, but in the process they tore out the A/C behind the dash and it never worked from then on out. They never treated me kindly and even told me my station wagon was based on an SUV so the oil change would be $40 more. In the end I was able to get rid of the darn thing they messed up thanks to lemon laws and I haven’t set foot back in that place since.
Go to Music City Dodge instead, or somewhere you can get respect. Don’t forget the same people own Nashville Nissan on Broadway.
People are you serious!!!!!!!!!!!!!!!!!! This jerk wants $200.00 for probabaly sum burned cds he made. if any he should be paying the artist back for all of the downloads he’s made to make his own “cds”. he is ripping off artist his ownself because he cant go to best buy and buy cds for $10.00! and cant go to cd warehouse or some places like that and sell them for $10.00 and why does he care about the cds if he has an ipod in his truck, he probably got that playing anyway! there is always two sides of the story.why dont we take the chance to hear that!!!!!!!
nikki j!!!!!!….. #24, are you on reds? Your grammar is bad. You’re screaming your head off. And your point is completely off topic. If someone’s property is stolen while in the care of someone else (no matter what that property is) they should be reimbursed for it.
That being said, I’ve got a little something for you.
“Be cool, stay in school.” Or in the unlikely event that you are older than 17, “You’re never too old to get your degree.”
The easy route on this is agree with the customer, and give him $200 worth of free service, and of course, make sure the oil change he wanted done was done and then the $200 credit. It wouldn’t cost the dealership $200 and since it WAS their fault the truck got shipped to the auction, well they should eat that cost.
As for the GM being a dufus on this? Well, I don’t think he should lose his job, but he should be docked the $200 plus the commission on the sales of those 2 Dodge trucks he lost. That will teach him to think about things the next time he has a problem, knowing if he gets it wrong, it will cost HIM. It will also make him and his employees be sure the vehicles headed for auction BELONG there.
First off let me say I use to work for this dealership before all the new changes were made , i worked there for 2 years . there are some realy great people that still work there. we use to have people claiming to have stuff missing from there cars when picked up from service all the time, but when we would finaly get to the bottom of the story nothing was missing!! keep in mind we live in a world where people complain about a cold french fry to get a free Steak! Yeah ok the car was missing , but the News doesnt tell you it was only gone for 24 hours ,A SIMPLE MISTAKE. I know the guy who picked the truck up from the Auction and drove it back. I had to help him open the gas door that is messed up on this truck!! after we seen this on the news , my best friend , who drove the truck back from the auction told me he dosent think any CDs came up missing simply do to the fact that theyre were PSP and Mp3 players in there worth more money than Cd’s and easier for a theif to hide!! and all those belongings were still in the vehicle when the owner picked it up! THINK ABOUT IT! i dont think he should get 200 bucks just for saying cd’s were missing! ok i would be mad if my car was gone , but come on thats just more reason not to believe this guy. he’s mad like i would be but i wouldnt have blown it up and tryed to get more out of it. Not to mention putting honest peoples JOBs at risk! The automtive business is not so well right now anyway , now this story risk more then just this GM losing his job. possibly alot of people at the same dealership! if things like this happened all the time I think alot more people would be comeing forward to news 2! Fact is these things dont happen all the time!! Ive purchased 2 vehicles since i left the dealership 2 years ago and ive had nothing but GREAT service from the people at NASHVILLE DODGE.Not to mention ive seen all the great service for the 2 years I was there.
p.s. to comment #23 and #25 Nashville Nissan owners are not the same owners of Nashville Dodge! they use to own Nashville Dode , then sold it and purchased Nissan! and #25 this is not about Grammer!! Its about Comments!!!!! are you on Reds?!
thats a good point coy about the cds being gone and psp and mps items in the truck. And YES he was wanting something for nothing. He was offered his 60k service for free which is a 800.00 service. The gm would rather of done something to his truck instead of just giving him 200 dollars for some most likely burnt cd’s. That wasnt enough for him. He also wanted 40 free oil changes on top of the 60k service. the total to that would have been roughly 1000. 1800 if you add the 60k in. he was turned down and went to news 2. which obviuosly did nothing. im not bashing the man… im just giving the other side of the story.. of course if you are on his side you wont belive a bit of this but this is basicly the other side of the story
Comment 29 do you have trouble sleeping at night? where did you get this info at You went a little overboard with that lie didnt you If the gm es going to be that generous why didnt he tell any that on the phone when he called him for his side of it the truth is he offerd 4 oil changes and I cant trust them do do that no telling where the truck would wind up maybe you would sell it
If the gm was going to do the 800 dollar service why didnt he go on camera and say that that would have made the dealership look real good
I was going to drop this but now Im going to see If I can get some of the court shows interested in this story so expect a small claims case to be filed on this soon.
if your going to have these kinds of comments be a man and use your right name!!!!
Add me to the list of people who will not patronize this dealership. I own several businesses, and our (all Dodge) vehicles are almost due for replacement.
They lost the guy’s truck and didn’t make it right. The GM gave the guy a hard time. I don’t care if the car was gone for 24 hours or for 24 DAYS, that’s cr@ppy service.
And for the GM to refuse to give his side of the story… that’s ridiculous. Theres no way anyone promised an $800 service… only a fool would believe that!
Nobody can prove that the 20 CDs were burned, so it should never have been brought up. That’s just plain stupid.
The other side…
Nobody has proven that the 20 CDs even existed. It’s also true that when you go to a car repair shop or a car wash, you sign away your right to sue for lost personal effects. That’s indisputable reality, and it’s a biggie.
The vehicle owner should be reimbursed for the hassle of losing his car, but he should NOT be reimbursed for the “lost” CDs. That’s how a judge will see it, and I’ll bet money on it.