shave ice & gelato

My brother, who works for Honda in Massachusetts, emailed after reading about my Saturn frustrations. He mentioned that I should probably focus on the local owner more than the National Office. He also said regarding the local owner that the reputation with the local consumers is worth more than an oil change. We shall see...

After continuing to wait for a call back from George, the service manager (who said he would give me a call back Friday afternoon - Kim does this sound familiar), I called Saturn again yesterday afternoon around 2 pm and asked for the name of the top person for Saturn of Honolulu. I then asked to speak to that person. He was not in. I was forwarded to his voice mail. I told him the long story. I started out telling him that I have been a very loyal Saturn owner, which was true and that I will be looking for a new car very soon and Saturn right now is not looking as a positive choice for me. I said that I am sure it started out as an honest mistake and all I was looking for was an apology and a refund for a service I did not need but because I have yet to even receive an apology from the local Saturn service manager and because instead of focusing on an apology, the focus was more on what I should be charged for, I was very upset. I continued by mentioning my brother's comments and I also mentioned that I was still waiting for George to get back to me to resolve this matter.

About an hour later the phone rang. Ernie, the top honcho, was on the phone. He began by asking how I was and then asked it if would be possible for me to come in to meet with him. He said he was not working (yesterday) but just came in to check his messages and would rather talk to me about my concerns in person. I set an appointment for Monday afternoon. I asked if I needed to bring in all of my paperwork. He said I could if I wanted to. I also asked about how long the meeting would last since I also had a doctor's appointment on Monday afternoon. He said it should take only about 15 minutes. This tells me that everything will be resolved to my satisfaction (and Jill, I think this is where the groveling will begin).

Thank you again everyone for all of your supportive words, and thank you Michael for your words of wisdom. At first I was just going to deal with the National Office, but you are correct, I should make sure the local Saturn is very aware of what is happening.