"when push comes to shove...." take your problem all the way to the top if need be.. I've worked in the industry long enough to know that the dealerships and the local reps always play hardball. Like the other reply stated, get it in writing with signatures. Send a copy, not the original, to a regional rep or whoever is above the guy you already dealt with also send a copy to SOA headquarters, directly to the CEO. If need be, take it to the the local and national newspapers. I don;t think you'll have to take it that far though. Good Luck.