4 years ago
I was filled w/ so much anger and frustration with...
I was filled w/ so much anger and frustration with the way this dealership had treated us, it was shady! My wife and I had been shopping across the country for a particular Mazda CX9 and we were moving forward with purchasing one from this dealer with a subject to inspection since we live out of state. The salesman assisting (for the record) was very good to us. He was professional, followed up on our calls, and provided us with good customer service. He had checked with his superiors for approval on the hold prior to us ordering the inspection. Once he told us he got the ok, we went ahead and ordered the inspection. Salesman asked if we were buying cash or financing, I told him we were financing, and we also have pre-approved finance in place and would just need the vehicle & dealership info once the vehicle was identified. He'd then asked for our ID and our approved finance contact info. We provided everything he'd asked for in good gesture that we were serious buyers. This took place on a Saturday which is also the day inspection was ordered online. Inspection was scheduled Tue. Tuesday comes and all of a sudden I get a call from our sales guy and multiple calls and msgs from various people from the dealership, including the Manager Tuesday aft.. I couldn't answer my phone in the middle of work so responded in text to our sales guys and provided an update with the inspection company. The inspection company mentioned that they had bad weather conditions so the inspection was rescheduled for Wed (the following day). I also called the manager back since he'd left a msg to call back. Wasn't able to get a hold of him so I left him a voicemail acknowledging his call. I also sent our salesman a snapshot of the communication thread with the inspection company just to let him know and for him to let his higher ups know the status. The following morning (Wed) the General Manager called and gave me the news that he gave the ok to most likely another one of his salespeople to sell the vehicle that our salesman originally had on hold for us.... Definitely not the news I wanted to hear despite what our salesman had already arranged. To top it off, the inspector shows up with nothing to inspect and makes me pay for an inspection that was never performed!!! My impression of the General Manager was - shady. I felt all functions of good customer service traits were set aside for the purpose of a "quick sale". A few hours later, another representative who supposedly oversees the multiple dealerships calls trying to remedy the situation and an attempt to make up for what happened. I wont close the door on the opportunity for him to do that in all fairness since he made an effort to reach out, but I'm not exactly sure how they're going to do that, especially now that I have to deal with an angry wife because of what had just happened. Until that time comes of good resolution, this would be a 0-1 star rating.