[sawdust123]

I would start asking the service manager about their legal business name. The service department may be under a different business name than the dealership. Ask the people you spoke with for their cards and correct spellings of their names. If they ask why, tell them you are planning to contact DC corporate and that they may be deposed if your friend decides to take this to court. This is just a scare tactic that sometimes results in action. No one likes to be deposed.

If they ask what you are sueing for, tell them a new car. This car is obviously a lemon. You may not have a case, but it will cost them more to get it thrown out than the repair. You just have to seem serious enough.

Don't be nasty about getting the details, just take a matter of fact attitude. Don't threaten you will sue, say that you may sue if it goes that far. Tell them it is a matter of principle.

BTW, check the BBB. Most dealers are members. You can lodge a complaint and they need to respond.