Confirmed Sales Customer
I am writing to formally express my dissatisfaction with the service I received during my recent visit to your dealership. Our experience was marred by a series of unprofessional behaviors and administrative mishaps that have prompted me to bring these issues to your attention. Initially, our sales representative displayed highly inappropriate and unprofessional conduct. His use of derogatory language and casual swearing during our interaction was unsettling. Furthermore, being referred to as "sweetheart" was not only disrespectful but also demeaning. When we requested additional time to consider other vehicles, we felt uncomfortably pressured to return to the dealership sooner than we wished. During the sales process, the representative aggressively urged us to leave a “5-star review,” suggesting a discount on our loan in exchange. This request was handled unprofessionally; he literally drew stars on paper, which did little to inspire our confidence in the professionalism of your establishment. Moreover, the financial details provided were vague and seemingly arbitrary, with quotes like “over $1,000 a month” being mentioned without any proper financial verification or calculations. This lack of transparency was concerning, and when we attempted to discuss financing options, the representative became defensive and argumentative, ultimately necessitating intervention from the sales manager. Our problems continued beyond the sales floor. Despite assurances that our vehicle would be ready by the following day, we encountered significant delays and a lack of communication from your team. It was only upon our proactive inquiries that we discovered the delay was due to improperly completed paperwork by the same salesperson, which was subsequently rejected by the RMV. When I finally came to collect the vehicle, the handover process was handled by another salesperson who appeared disinterested and unhelpful, particularly in inclement weather conditions, further adding to an already frustrating experience. Lastly, there was a discrepancy involving the AutoPayPlus service, where incorrect financial institution information was submitted, causing further inconvenience to us. This sequence of events has been highly disappointing and falls well below the customer service standards expected from a reputable dealership. I urge you to address these issues promptly to prevent future customers from having similarly negative experiences. Please let us know how you intend to rectify this situation. Thank you for your attention to this matter. I look forward to your prompt response.
Michael B.
NORTON,
MA
Business Response
Good morning Michael. First and foremost I would like to apologize for the terrible experience that you received with your purchase. Trust me when I say that we do not like to hear this. I have personally sat down with this sales person and gave him a verbal and written warning and I can assure you that this will not happen with him again. Of course his version was much different than yours was but in any event we know that you are not making it all up. Once again, I apologize for the way that you were treated and I want you to know that we also appreciate your feedback as we are constantly trying to adjust and get better everyday. I see that you are local to us and we would like you to service with us. Please give us a chance to show you that is not the way that we do business here. When you come in to get your first FREE oil change, ask for my Sales Manager Brian Apostolon and allow us to give you two extra FREE oil changes along with two tire rotations as an acceptance of our apologies.
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