David Perez

Review of Sterling McCall Acura

First and foremost, I am absolutely still in love ...

First and foremost, I am absolutely still in love with my purchase that I made back in November of 2016.
Unfortunately, I am disappointed with the service I have received here today.
I recently refinance my car and requested a GAP refund, after trying for several days to reach someone to help me in this matter, I got in touch with Ana. Ana was very helpful over the phone and sent me the proper documents to fill out, unfortunately that's where the helpfulness ended. After forwarding the requested documents, I never heard anything from here again. I left frequent voicemails and called for updates. After two weeks, I decided to go in person to receive an update.
I was lead into Will's office who was gone for less than 5 minutes to check on my case. Upon returning he informed me that I would need to contact the lender to request the refund, which was not in the GAP contract nor from the letter I received from the original lender, nor what I was told over the phone by Ana two weeks prior. After more carefully explaining the process, I was satisfied with his answer. Upon asking why it took me having to come in person, and him taking less than 5 minutes to find an answer I've been waiting for weeks for, he unapologetically told me that "people forget." After explaining to him that I've been trying to consistently reach out for weeks, he gave me a very lackluster apology.

I am not dissatisfied with my purchase, but I am disappointed with the service I have received. You don't simply forget about a customer.