Note to Melissa Granke, Customer Service at Spitzer Auto Group.. Dear Melissa.. What you have at the Spitzer group is a dysfunctional family. The internet sales team doesn't know what the dealerships are doing nor does the dealership staff know what the Internet sales team is doing. WHAT A HORRIFIC MESS YOU HAVE CREATED BY GREED AND LACK OF COMMUNICATION!!! After contact the "Internet Sales Team", Mr Clif McGilvrey regarding the pre-owned car, confirming an appointment for noon on Wednesday, April 17th (with the saved emails) I asked my son to drive the over 100 miles in from Pittsburgh to our home in Wooster, Ohio. We were still more than an hour away. Prior to departure to the Spitzer Amherst VW dealership, a call was made to Clif McGilvery who told us.. the car would be ready to go and that he was looking forward to meeting with us. We drove to the dealership to be greeted by Ray-Charles-Like "Kelvin" who hid behind his sunglasses upon our arrival. We asked for Clif McGilvrey who was not to be found. We then asked for Jason Biggs or Briggs, your sales manager.. he didn't show his face either.. In short..we had Kelvin, who began by determining the status of the car. He immediately began apologizing regarding the fact that the previous day (and prior to my son's departure from Pittsburgh) a deposit had been taken on the car. With full knowledge that my son would be driving the more than 100 miles to my house.. and the addition hour from Wooster, this fraud was further exacerbated by Kelvin who heard my son say.. ".. he liked the car.." Kelvin was attempting to proffer a "bait and switch" tactic with either another car on the lot or the same car in the even the purchaser backed out. (btw.. I'm looking forward to the denial on this.. should make the story even better for your audience) In short.. this type of slimy weaselly *** that car dealerships pull to get ANYONE to come into the dealership is the reason behind the rise of the "internet" dealerships. Spitzer Auto has a fine reputation. Partially, for this reason, I decided to bring my son in to see the car & go through the purchasing process for the first time in his life. He got quite an education. He learned that car dealerships, even the most storied in the Cleveland area are more than capable of: FRAUD LYING HIDING MISREPRESENTATION. The rating for our "overall" experience is found in showing the world that you and your organization have no interest in the customers they serve. Additionally, you will get to see this note and this narrative posted to ANYONE who wants to see what you as a customer dis-service oriented organization has to offer.. ... and the first of these postings will be to "PISSED OFF CUSTOMER"