October 22, 2007
Dear Mr. Rampone,

I wrote to you two weeks ago with a experience that I had with leasing an H3 from Ramp Hummer.  As I relayed to you, I am a long-time customer of Ramp Motors and even though I was very dissatisfied with my experience at Ramp Hummer, I would always be a loyal customer of Ramp Chevy.  I was just very disappointed and disheartened.  In fact, I must admit, I was planning to visit other dealers both on Long Island and Connecticut to try to obtain the vehicle I really wanted.

You see, I have wanted a Hummer for over seven years.  My family and friends all know of my obsession and I'm sure that I have driven them crazy over the years with spotting every Hummer on the road.  My husband even took me to test drive the H2 with the hope that I would get it out of my system.  Well, that didn't happen.  In fact, it made my desire to have one even stronger.  The price of an H2, however, was well out of my range.

In the meantime, I drove a Chevy Trailblazer which I absolutely loved (I bought two of them).   The Trailblazer had everything I ever wanted in an SUV and more (except for the fact that it wasn't a Hummer).  When the H3s came out, I refused to even look at them because they were so underpowered.  My Trailblazer could run rings around an H3.  Then, this summer, the H3 Alpha was revealed (V8 engine and 300 horsepower).  I waited until the threatened GM strike was over and I drove down to see the H3 Alpha up close.  Within the first three minutes of my test drive, I was sold.  When I heard the lease price of $523, I really felt so overjoyed.  I had just gotten a raise and I figured my husband and I could swing it.  My seven year dream was coming to fruition and I was on top of the world.  That is, until the price switched and my world came tumbling down.  I had already sold my Trailblazer and I had no idea what I was going to do.  For three days, I paced the floor - angy with the way the deal went down and upset that I was letting a car get the best of me.  I resolved right then and there to write to you and let you know that I was hurt by my experience so that you could stop it from happening to someone else.  My husband and my friends said I was foolish for writing, but I told them that if I was in charge of a dealership, I would want someone to let me know about such a problem.  When I pushed that "send" button, I had no idea that things would turn out the way they did.

I honestly don't know how to thank you, Mr. Rampone.  Your assistant contacted me within twenty minutes of that e-mail to let me know that this issue was being investigated.  Marianne Fasano of the Hummer dealership then contacted me days later and worked so hard to get me into my H3.  Marianne is absolutely fantastic.  Her positive attitude of "moving forward" and her determination to make things right were amazing.  Nothing fazed her - not even when they lost my H3 on their own lot (it was later found in the Service Department where it was already fitted with running boards, locking gas cap, and a big "SOLD" tag).  Marianne is an excellent Sales Manager.  Not once did she ever make me feel that this would not be possible. I picked up my H3 on Saturday.  October 20, 2007 will always be one of the best days of my life.  My house was inundated with family, friends and neighbors who came over just to see my Baby Hummer.  Today, I brought it to work and I had five "tours" with full carloads of fellow co-workers.  I don't think that my feet have touched the ground yet.  You have made me so very happy and I want to thank you. 

So many times, you see Mission Statements of organizations.  Many businesses like to believe that they live up to their missions, but relatively few really attain that level.  Not so with the Ramp organization.  I always like to believe the best in people and I like to do business with those who make me feel that I do matter to them.  Not only have you, as leader of Ramp, exceeded my expectations, but I feel that same sense of excellence in your staff.  My family and I have bought a few cars from Ramp Chevy and have always felt like a member of the family.  Both the sales and service staffs at Ramp Chevy are excellent.  And, now I have become a family member at Ramp Hummer.  Although we had a rocky start, my faith in your Hummer organization has been restored.  We all have bad days and I like to think that my first experience at Hummer was just such a time. 

I am so in love with my Hummer.  I honestly can't imagine ever not having one in the future.  The funniest thing is that my husband has been making noises that he wants one too.  We need to win Lotto! I hope you don't mind that I've attached a picture to this e-mail.  My husband snapped my picture on Sunday morning after I read the manual from cover to cover.  Mr. Rampone, thank you again for helping to make my dream come true.

Sincerely,
Gail Andersen
Mt. Sinai, NY 11766