Ryan Murphy

Review of Airlake Ford Dealership

I arrived to the dealership, test drove the vehicl...

I arrived to the dealership, test drove the vehicle 1 additional time, sat down with my sales person Aaron K and worked out agreement. Aaron is extremely talented in the art of negotiation and does his job of representing the dealerships interests very well during this stage.

By the time I was getting done with finance (Don't remember his name but also a great gentleman and easy to work with) it was approaching 9:30pm and the dealership had essentially closed.

I had them pull in my trade behind my new Ram so I could transport my personal belongings into the new vehicle. Their delivery coordinator Bill was there to help me go through most of the options and tech setup (I knew more than he did but it was nice to get help and he was helpful in reminding me to do certain things).

I was provided a couple black bags and frantically searched the vehicle to make sure I grabbed everything but felt rushed to do so because the dealership was closed and Bill was literally one of the last guys there with me. Left the dealership at around 10:00pm.

On my way home I realized that in the midst of cleaning out my old car, I had left my work access badge, a paycheck stub and about $30ish in coins in the center counsel. (YES what was I thinking?) Anyhow, I called Aaron immediately and emailed him that I'd left items in the trade-in center counsel and needed them to grab that for me to pickup the next day.

He responded in the morning that they would have someone pull everything and set aside at reception for me to pick up. I drove there after work the next day. The receptionist hands me my work badge and the paycheck stub...NO COINS. I immediately ask her if that was everything and mentioned that there were a good amount of coins that were in the vehicle as well.

She had me wait and proceeded to go to the delivery coordinator room assuming to question what happened. She came back after a time and said no one knew where the coins were and denied that they were ever there. I immediately called my sales guy Aaron. He was on lunch with Bill (The delivery coordinator) and he made his apologies known then stated he would figure it out and provide a $25.00 gift card in lieu of the coins. I stated multiple times that it truly wasn't about the missing money, it is more about the principle of the matter that counted and was what left me with a bad taste in my mouth.

I heard back from Aaron a day or two later while traveling that he'd figured it out. When speaking with him he relayed to me that Bill was on camera as the last person to drive my vehicle and he didn't show up to work for the next few days after that. I understood this to be a reasonable excuse that they had a "bad apple" that got caught and sorted himself out of the picture and confirmed that a gift card would put this sage to bed.

Aaron helped setup the accessories installation appointment which was mixed with some paint corrections noticed prior to purchasing the vehicle. His last communication to me was that the gift card would be in my truck when I picked it up from that. Unfortunately it wasn't. Nor is $25.00 worth the time for the back and forth we've all had to insert into this situation.

Anyhow, I've worked in vehicle service for many years. I've seen some things and employees not doing their jobs with the highest integrity. Stealing is a terrible offense and one that really puts this buyer of a luxury pickup truck into a sense of being hosed.

Based on the behaviors I'd witnessed from one of the many employees I interacted with that day I can't give the dealership to low of a rating because the majority were good. Unfortunately for them, it only takes one "bad apple" to spoil my trust and I for one will not be bringing my vehicles for service to this dealership nor will I ever give them my new car buying business in the future.

UPDATE: 9/20/19 - I received the gift card from dealership.