AY K

Review of Westcott Mazda

I got an e-mail from the sales manager via the sal...

I got an e-mail from the sales manager via the sales person if I was interested in upgrading my 2017 Mazda CX-5. I called the sales person & we went through some numbers & we were interested & he asked if we could come in. We did & finalized the deal which was approved by the sales manager & just has to wait for finance. Mind you were even paying for the car cash so we figured it'll be a quick paperwork. We were told there were 2 people ahead of us. Hours go by & we're still waiting. After 5 hours of waiting I was cold, hungry & tired. The sales person comes over so frustrated & embarrassed to approach us because the sales manager who approved the deal is getting countermanded by the general manager. If this was the case why wait for 5 hours to tell us? I felt bad for the sales person because he was the one who had to give us the news. We left & the next day we got a text from the sales person apologizing for not making the deal. I waited for any of the managers to reach out & explain or say sorry but nothing. I usually don't write negative reviews nor complain to corporate office or want anything bad to happen to anybody but the experience was beyond me. I worked in an essential industry but we always get drilled that number one is customer service. The fact that we weren't even interested in upgrading since our car was really taken cared of & has only 13000 miles on it after 3 years, if not for that e-mail. So this review is to maybe for the dealership to get a better training on better customer service. If there's in house fighting on whomever is higher than somebody then don't do it at the expense of the customer. Have a better communication & lastly have the decency to face the customer & not give the unpleasant job to a minion. Obviously for one to become a manager these people had the attributes to become one. Thank you.