Any business owner’s worst public relations nightmare hit Frontier Chevrolet-Pontiac Saturday when a disgruntled customer started picketing on the sidewalk in front of the Oak Harbor car store.

Lanny Shelley, his wife and children hoisted picket signs outside the dealership, complaining about their car buying experience there. Police stopped to make sure the protest was conducted on public property, but there were no reported incidents.

Rick Rennebohm, owner of the business, was clearly exasperated by Shelley’s presence Monday afternoon. “Is it hurting business?” he asked, repeating a question posed to him. “It’s intangible. We’re trying to ignore him, truthfully. We’re credible.”

Tom Knyzewski, general sales manager, added that on Saturday, the protest “brought people in here to buy cars.” Shelley purchased a new Chevrolet Suburban from the dealership last fall. Surprisingly, perhaps, he isn’t dissatisfied with the vehicle. “I’m happy with the car,” he said, setting down his picket sign. “I love the car. I’ll buy another Chev.”

What Shelley wasn’t happy with was the way he ended up with the car. It’s a complicated story involving a trade-in and demo vehicle from Frontier, but it boils down to a paper signing incident. Shelley said he thought he was signing papers just to secure insurance for the demo he took home to test drive for a few days. But when he brought the vehicle back, he was told he owned it.

“It seemed like an awful lot of insurance paper work, but I trusted the guy,” said Shelley, referring to a salesman who no longer works at the dealership. “They made a fool out of me over the paper work.” He didn’t want the demo he allegedly purchased, so they switched him to a different vehicle with the options he wanted. Shelley, 54, said this was his first new car buying experience. He owns a company called Whidbey Stoves.Com.

Rennebohm reacted with incredulity to Shelley’s contention that he unknowningly purchased a vehicle. “He’s a 53 (54) year old man in business for himself, with lots of contracts,” he said, rolling his eyes.

He suggested that Shelley hasn’t fulfilled his end of the deal, but refrained from direct comment due to privacy concerns. “It took eight months to get to this,” he said, waving toward the protester outside.

Shelley said picketing was his last resort, having failed to find support for his cause elsewhere. The fact he signed the papers to purchase the $49,999 Suburban kept him from getting any backing from the Better Business Bureau, Washington State Attorney General’s Office, his own attorney, or even the pastor at the church he attends. “You signed it, it’s yours,” he said, summarizing the advice he has received.

Besides the purchase itself, Shelley is unhappy with the price he finally paid for the vehicle and the interest rate he is paying, claiming that the salesman misled him. “A man’s word is his bond,” he said.

Knyzewski vigorously disputes that view, saying “full disclosure is the norm” at the dealership, and pointing out several customer satisfaction awards the dealership has received from General Motors, based on customer surveys.

As Shelley picketed Monday, several other passersby walked up and sympathized with his efforts, saying they too had had bad experiences with the dealership over the years.

Other people, however, walked into the dealership to voice their support.

At this point, Shelley said the dealership can do nothing to make him happy. He has no demands, and intends to keep the car he purchased.

Rennebohm acknowledges Shelley’s right to free speech, but worries that he’s misleading the public and making slanderous accusations. “I’ve got a call in to an attorney,” he said.

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