To whom it may concern, I am a licensed auto broker(over 20 years) and have used your Duluth, Ga service dept for over 5 years exclusively for things I wasn't confident my local shop could do. For about the last year or 2 I dealt with a former service adviser named Josh exclusively. Once I was notified that he was no longer with your company, I was then contacted by Paul (the asst mgr)and was told he would now be my point of contact. That would explain the numerous unanswered calls I made to Josh on his vm and cell in Nov 2019. At that time I was contacted by Paul(Asst Service Mgr), I was on the road on tour. I also own an entertainment company that travels throughout the US and abroad doing concerts prior to Covid. I explained to Paul when I would be back and I would come and pick up the 2006 Chevy Cobalt that was there. When I got back in town and after my birthday in Dec, I showed up with one of my mechanics and attempted to pick up the vehicle. I paid the money they said was due for the services performed. But when it was time for them to bring it around, Paul and another tech could not get the vehicle started. I was then given a ride home by your shuttle since my ride had already left. Prior to my leaving Paul told me he would let me know what the problem was as soon as they had an opportunity because they were backed up at the time. It wasn't until several weeks later he contacted me AFTER I continuously called and inquired what was going on. He said that they were still backed up and would get back to me asap. When he did finally get back to me, he told me that I needed a TCM and the cost. We then discussed getting a used one and having his guys program it which I did. The first one had issues and then the second I brought within 2 days of being notified was programmed. The car was never test driven by a service tech because Paul said it had a test drive tag on it. Prior to picking up the Cobalt, I then explained to Paul that the Impala I had brought to Josh and paid over a $1,000 was still doing the same thing and check engine light would periodically come on. He told me to just bring it when I picked up the Cobalt which I did. Even though the Cobalt was supposed to be ready, when I was driving it back home it was not right which I called Paul back and told him. He said he would check it out once they figured out about the sounds and flashing check engine light on the Impala I had concerns about. This was the end of February. A few weeks passed and I still had not heard from Paul. I then called and finally talked to him which again he told me that you guys were busy and had not looked at it yet. Some more time passed and he finally contacted me and told me that what it was doing was not covered by the money paid to Josh. I then told him I would pick it up and drop off the Cobalt. It was at that time he told me that I couldn't do it, because his guys had torn it down and it was not put back together. He told me he would call me and let me know when I could bring the Cobalt back and pick it up the Impala. That was around the time the Covid started to kick in. I never heard back from him ever again until I went to the dealership on Friday July 10th after receiving a letter from Willards tow company saying the Impala had been towed and the bill was almost $700. I then immediately went to the dealership to question Paul about what was going on. He lied to me by telling me that he called me and that the guy who took Josh's place called me prior to the vehicle being towed. How I know that's a lie because I have not traveled out the country in the last 8 months and I answer or return EVERY call because my cars that I have for sale have the number that you guys have in your system as my contact number written all over them in window paint/for sale signs in windows. I also have the number in all my on-line ads as wells(Craigslist, Offer up, Letgo, etc) Not only that, I have Paul's number saved in my phone and would've answered his call or called him back if I received a message. Before writing this letter, I verified my phone bill and will gladly provide a copy of it that does not show any recent calls from Paul's number or from Rick Hendrix location. I questioned him about why he did not call me back like he said when his guys put the car back together like he said he would, but got no response other then the vehicle is gone. Prior to him walking away after saying the car is gone and nothing can be done, a lady popped out of the office and intervened. Her name was Mary and she introduced herself as the Manager. As I began to explain to her what was going on, Paul then left which I questioned her several times about. She reiterated what I had been told by Willard's that 15 vehicles were towed that day from your dealership. I find that extremely curious/strange that supposedly 14 other people received a call and never picked up their car either. She kept emphasizing that I "abandoned" the vehicle. Her statement to me was nobody would leave the car up there for months. As I explained to her that is not my personal car. I have over 40 cars and I took Paul for his word that he would call me once the car was put back together. She was extremely firm in her beliefs and refused to hear anything I was saying. All she kept saying it's gone and I have to deal with Willard's. I asked for the GM's info and was told he would just tell her to deal with it and she is not doing anything because I have to deal with Willards and that their fees were going up everyday. I spoke to them and explained to them what was going on. I am one of their auction buyers and have bought vehicles from them, so they have me in their system. In closing, I just want to say that I was misled/lied to by Paul and basically told by the manager egotistically "get over it" because of how proud she was about towing out 15 cars that day. I am not psychic &;;;;;;;; in the middle of a pandemic, who knows what kind of schedule you guys had going on and if the vehicle had been put back together given Paul's lack of urgency in the past. The accusation by the manager that I abandoned a vehicle that I paid $1,100 for, spent over $650 to paint prior to bringing it to Josh 8 months earlier, and had just paid Rick Hendrix about a $1,000 to fix the electrical is ludicrous. Not to mention the car is listed as collateral for a loan that I am securing for a lot, so she has no clue on what she is saying. She had no clue about anything that was discussed by Paul, my mechanic, and I prior to her towing the vehicle. She also had no clue about the incident because she refused to back track and investigate what I was saying because the vehicle was gone(her words) and she refused to have Paul a part of the conversation despite my multiple requests. I do not feel I should have to pay tow fees & storage for a vehicle that should've never been towed and would've never been towed if told the vehicle was ready for pickup. Also, I attempted to handle this matter on 7/13 with several calls to the GM ( Mr Jaji)and through one of your sales people Raquel who intercepted an email under the assumption I was attempting to trade the vehicle in). She said she would make him aware of my attempts to reach him. Unfortunately it was just like Mary said on Friday(7/10) evening that he would not take my call and tell her to handle it. When Mary called, she reiterated that she was not paying for the tow and I need to pick up the vehicle because the fees are going up every day. Since I have been essentially blown off by the Mgmt of the location, I am now asking for someone at the corporate level to intervene and investigate what I am saying. I have someone who was with me when most of the conversations took place with Paul that would be willing to corroborate what I am saying. Not to mention, I am still having to pay another mechanic to fix the issues that I paid Paul for as it refers to the Chevy Cobalt, that was never resolved. Being dismissed by the upper Management of that location w/o hearing my side on what took place saddens me. I have over 7 years of large dealership experience from sales to used car management and I know that this is absolutely not what typically happens when a customer is adamant about an issue. It's been my experience that a GM concerned about the reputation of his store would intervene and make me aware that the matter was being investigated, but not in this case. I will not speculate why, but I truly have some uncomfortable thoughts on why and again that saddens me especially considering the climate of this country. Hopefully this letter finds those who can assist me in resolving this matter to my satisfaction. Best, C. Erby aka Smooth CEO Embrace Every Race, LLC (Launches 8/1/20) WWW.EMBRACEEVERYRACE.COM CEO Smooth Auto Brokers, LLC CEO Smooth Entertainment Atlanta, LLC CEO Smooth & E Z Merchant Funding, LLC (SMOOTHMF@***.COM) or Cal@***.com WWW.SMOOTHMERCHANTFUNDING.COM (770)864-**** OFFICE (470)255-**** FAX (770) 653-TT3322 CELL User's recommendation: ABSOLUTELY NO.