Ed Motzkin, General Manager March 3, 2006 C/o Tucson Dodge 4220 E. 22nd St. Tucson, AZ 85711 Re: Sherryl VanCleave/Ford Taurus CC: Chris Willhoite Scott Skomra Pete Quiroz Carlos Carbajal Domingo Alvarez Dan Benton Ray Lizarraga On January 18, 2006, I filled out a search for a Chevrolet Impala on Autobytel.com.  Within one hour of doing so, I was contacted by Scott Skomra regarding a particular Impala.  I explained to him I have credit issues due to a job loss 3-4 years ago.  He said I was approved for a loan and to come in to look at the car.  I was hesitant in doing so because I wanted to wait the three weeks it would take for me to have an adequate down payment.  Again he assured me that would not be a problem.  I stopped in to see the car within a few hours.  I was shown a 2006 Ford Taurus.  The car has low mileage and is a nice, sufficient automobile, but my interest was in the Impala.   When asked about the car of interest, Mr. Skomra and Mr. Benton told me the bank would be more willing to give me a loan if I applied for the Taurus. I was not even shown the inside of the car. I accepted this as truth and switched my focus to the Taurus.      I stated more at least 4 times to Mr. Benton, Mr. Skomra and Pete Quiroz I did not want to take the car with me until I knew for certain I would be approved for the loan.  Each of them assured me they were not in the business of letting cars go out without a 99% certainty of approval.  I left a check for 1500.00 for the down payment and was told it would be held for the three weeks I needed.     I contacted Pete Quiroz three times during the 3 weeks to keep him posted about my down payment.  Each time I left a message on his voice mail.  He did not return any of my calls.  Three weeks after signing the first contract on the Taurus, Scott Skomra called me stating there was an issue with the loan.  The bank declined my application.  He said there was another bank willing to loan me the money but there would be a 3000.00 total down payment and 23.9% interest rate.  Knowing this was not an option for me, I told him I was not interested in the deal and to pick up the car.  He asked if I would mind driving the car one more day while he tried to work out a new deal.  Two weeks later, I called Scott Skomra.  There was no contact from Tucson Dodge in between calls.  Mr. Skomra called me back on Monday asking me to come in and sign a second contract for more money down but a lower interest rate.  February 20th, I signed a second contract.      I heard nothing more until Monday, February 27th when Domingo Alvarez left a voice mail stating I must call immediately.  I returned the call and was directed to Carlos Carbajal who was rude and short.  He told me I had to come in right then to sign a new contract.  I had no idea the second wasn't approved.      Being ready to get the entire deal done, I went to see Mr. Carbajal at 5:00pm that day.  He showed me the contract which was 23.9%.  It was the exact same contract I turned down after the first was declined.  He told me I had to make a decision about the car right then.  I had been turned down by every bank possible (his words) and this was the end of the line.  During my meeting with Mr. Carbajal, his attitude was that of impatience.  I decided to sign the contract feeling it was my only choice if I wanted [what is to me] a new car.      The next morning I called and spoke with Mr. Alvarez because during my meeting with Mr. Carbajal he showed me the numbers on his computer screen for the contract.  I asked him if there was anything that I could live without as far as fees.  He said absolutely not.  When I got home I noticed there was a fee for 1999.00 for the Extended Warranty hence I called Mr. Alvarez since it was him that printed the contract.  He told me he printed what Mr. Carbajal sent.  He suggested I come in and talk to Chris Willhoite after telling him I did not want the car.      I felt duped and railroaded.  I still do.  But I did go in to speak with Mr. Willhoite.  He was a polite, calm man.  He explained all of the things that had transpired during the six weeks, something that should have been done all along.  He apologized for the inconvenience and asked how he could make my experience better.  That is not for me to answer since it is his business, not mine.  I was also told by Chris Willhoite different people (he stated no names) told him I could not be reached.  This is an outright untruth.  Mr. Skomra as well as Mr. Quiroz had my home phone and cell phone numbers each of which have voice mail.  I have Caller ID on both.  I checked daily for their calls.  I assumed all was ok with the original bank since I had heard no word from Tucson Dodge.  To make it even simpler, I live around the corner from the dealership.     We discussed the fact that Western Financial turned me down when I told him Ray Lizarraga from Precision Toyota got me approved thru them.  When all the games started over the contracts, I contacted Mr. Lizarraga.  In Mr. Willhoite's defense Western Financial had turned me down but in the start of the dreadful car loan journey, I discovered a 28,000.00 charge off on my credit report that did not belong to me.  I quickly contacted all three credit agencies and the originating bank.  Each one took the charge off.  When Mr. Lizarraga contacted WFS, a woman [whose name I do not remember] from WFS contacted me by phone. We discussed the issue.  Mr. Lizarraga called an hour later and said I was approved.  I told Mr. Willhoite this.  I left two voice mails for him about it that day and the next morning.  He returned neither.  I left a message on Scott Skomra's voice mail.  He did not return the call either.  My feeling is the deal was done and Tucson Dodge was finished with me.      If one time I felt valued as a customer during this ridiculous, stressful ordeal, I would certainly tell you.  I was made to feel an inconvenience and undesirable because of credit issues.  It will be me that pays the outrageous 473.00 a month for a Ford Taurus, not any of your employees.      To add insult to all of this injury, I called three times regarding a key to the car.  I left messages with no return call.  I finally reached Mr. Benton, Mr. Skomra's partner, who was friendly but told me to get another key I would have to go to the Ford dealership.  This was one small way your company could have redeemed itself yet your employees dropped the ball again.      The reason for this letter is simple.  I am angry.  I feel railroaded and invaluable as a customer.  I was tied up for six weeks unable to do business with Mr. Lizarraga. I have my own business and I know there is no such thing a circumstance that doesn't change.  What may seem like an undesirable credit risk today may end up wanting to buy a new Charger in a few years once her credit is back on track.  I can tell you, sir, I will not buy it at your dealership.  I also fully expect you will disregard this complaint along with the rest of your employees.  We are as good as those that represent us but I want you to know how I feel and that I will pass this letter of complaint along to anyone that will read it be it newspapers, consumer awareness groups, the BBB and each individual I come into contact with.  I have ordered a magnetic decal for my rear window directing anyone that cares to read my story to a website created by myself. The story entails nothing but facts. Thank you, Sherryl VanCleave 3966 E. 26th St Tucson, AZ 85711 520.750.1063 520.312.5347