My question involves a consumer law issue in the State of: Illinois
I wanted to post my situation here and let me know if this is worth pursuing legally. Obviously, I think I would have to bank on winning the case which would include all my legal fees.
Last week I purchased a used 2007 Ford Expedition from a Chevy dealership. As part of the final number settled on, they agreed to install leather in all three rows, detail the vehicle to get some scratches out, and install DVD rear entertainment system. The rear DVD entertainment is where my dispute is. In their showroom, they presented me two options for DVD rear entertainment. One was a center flip down screen and the other was a more attractive one where they would install two video screens and players in the headrests. What they showed me was a GM Drive N Theatre. I even took a pamphlet on it right in front of the salesmen and asked specific question about "can it do this and that".
When I picked up the vehicle they had the leather installed and fulfilled their detailing commitment. However, the DVD system installed was not the one they showed me and it wasn’t even close to the feature set the other one had. What they did is install a cheap 150.00 DVD player in my center console and installed two video monitors in the headrests (very cheap quality.. like something you would buy at a flea market). This system they installed did not have dual DVDs and input jacks on the system like the one they showed me. I explained to the salesman this system fell short of my expectations because it was not the ones they showed me nor did they ever mention anything being installed other than the one they showed me. I told him I expected a true dual system. He explained he didn’t intend to mislead me…bla..bla bla. I told him I wanted to know my options to rectify this and he said he would look into it first thing in the morning and call me. I never did get a call from the salesman that next day, which was a Saturday. Sunday night I faxed a letter to the dealer stating my dissatisfaction and informed them I am not in agreement that they met their post delivery commitment. We had a signed agreement that stated “We owe install DVD entertainment system in both headrests”. In hindsight I sure wish I had made them put the exact model and system. I would NEVER expect a Chevy dealer to install cheap aftermarket garbage. Thats the reason I shop at a dealer instead of Big Al's Auto Sales.
On Monday a sales manager called to tell me he would be the one working the issue. He expressed no empathy or fault the situation and went on to tell me if I wanted the other system it would be 900.00 extra. When the quoted the original system they said it was 1800.00 and they would sell to me at their cost. I went online and priced the components they installed, which equaled about 600.00 + some labor, but nowhere near a 1800.00 system.
So the only thing I have is my word against theirs and my wife as a witness as well as a post delivery contract with the language "we owe install DVD entertainment system in both headrests". One could argue that they did that and I could argue that they only installed a player and two monitors, but no "system in each headrest". My next step it to engage the local BBB arbitration system. If that doesn’t work I would be willing to take legal action, if there is a strong possibility of winning. What I refuse to do is walk from the situation.
What do you think? What will satisfy me is one of the following:
1. Dealer installs an equivalent system that they showed me during pre-sales at their expense or.
2. Dealer removes system and credits me 1800.00. I got a quote from a local installer who said they could install the system I want and expected for 1750.00. This further leads me to believe I have been screwed.