She bought a car; now she feels used
SOFIA COELHO wanted me to spend a day at Best Buy Motors, Inc., the used-car dealership she manages. She wanted me to endure what she endures, dealing with the public. Spend a whole day here before you write your story, she demanded, when I called to ask why BBM had yet to make things right with customer Victoria Pear-sall. People fight and scream at you. We work hard to run an honest business. You can open my files, call any customer you want - they’ll tell you.
I turned down Coelho’s offer, who then hung up on me. Tempted as I was to go behind the scenes of the tire-kicking world, I couldn’t figure out what it had to do with the question I asked her: Why hadn’t BBM provided Pearsall with the $1,500 warranty she purchased in July, when she bought a 2001 Volvo from the North Broad Street dealership? Pearsall says that BBM also didn’t give her the Volvo owner’s manual it had said was on back order for her, along with a set of promised keys.
Coelho says that Pearsall was told the manual would cost extra and that Pearsall didn’t want to pay for it. She says Pearsall got all keys due her. And she says Pearsall changed her mind about wanting the warranty.