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| - I hate writing 1 star reviews, they make me sad. I have close to 400 Yelp reviews and this will be my 5th one star review. Normally, I keep quiet, unless my experience is so horrible I feel that people need to be warned. Consider yourself warned....
When I first purchased my car from Centennial Mazda, I went to write about my positive experience. Everything went great, working with Harbir was a pleasure and I was honestly surprised to see so many bad reviews.
Shortly after the deal was done, I started to understand why all the bad reviews. But for this review, I am going to focus on the facts of working with them, and let you decide for yourself if this is a company you want to do business with.
When I was buying the car, one of the things I was promised was a second key. Seems simple to me. I was mistaken...
It took 3 months and 3 visits to make that happen. I became so frustrated; I contacted the manager directly to deal with it. He let me know that the ONLY way to take care of this was to come in on a Friday between 10AM-11AM. So I scheduled a day off to do so. Because of the numerous communication challenges I have had up to the point, I sent the manager, Florencio 4 e-mail confirmations that I would be there. Yup, that sounds super annoying, but I had lost all faith in the competency of this company by this point. This was not the first challenge!
I arrive as scheduled, and ask for Florencio, even after I introduced myself he did not know who I was or why I was there. I had to remind him of the numerous e-mails and what they were about. Once he remembered, he informed me that the "key person" was not here yet, and he would find out when he was to arrive and let me know. Then he walked away. HE NEVER CAME BACK TO ME AGAIN! Seriously!! After sitting there for 25 minutes, I went up to someone else and asked if he could check in with Florencio. I watched Florencio walk by several times; he never spoke to me, never checked back in, absolutely nothing! After 40 minutes, I went back up to the service guy that I had spoken to previously. He informed me that the "key guy" was not coming today, he had not been scheduled. I lost it. And I feel bad that this guy had to deal with my meltdown, but I was at the end. I was then referred to another Manager, Blake. I explained this ridiculous, unnecessary situation & he was very apologetic and they figured how to make me a key. Yes it took 2.5 hours, but Blake made it happen! Why this could not have been done before, I have no idea.
And I know what you are thinking, It is a key dude, relax. And if that was all, you would be correct. Let me bullet point a FEW of the other challenges I had with this purchase transaction:
-I had already contacted my bank about financing as was told I was eligible for a 2.49% interest rate. But since my bank was closed because it was after 5PM, the dealership offered to match it. When I got my paperwork, it was 2.95%. I know, only a 1/2 point difference, but not what was promised.
- When I was finalizing paperwork, I was offered "Free Gap Insurance" When I looked at my paperwork; there was a $900. charge for it. When I called the financial department to ask what was going on, I got this run-around story of how they jacked the numbers so that my payment was the same. WHAT?? How do you "hide" $900 and think that is the right thing to do? Or even legal?? And unfortunately, could not speak to the original person who had helped because I was told he had been fired.
- When I bought my car, I was told it had been smogged. Nope, not smogged.
-I began to have sound system issues a few weeks into owning the car, while e-mailing with Florencio, I asked him what did he suggest to fix it. FIVE e-mails I sent to him asking if he could just answer the question or tell me who to talk to. He NEVER did! And when I saw him, I asked about this, in a smug tone he said, "I did answer, check your spam folder." What he did not know, I was using an e-mail that had no filtering so that I did not miss any communication. And I had his non-answering responses. He flat out lied to me to cover his incompetence.
I could go on and on and on. You get the picture. Once the deal was done, the way I was treated became something totally different. I felt less than irrelevant, I honestly felt abused by the level of incompetence. Thankfully for Blake, as I was standing there, being told that for the 3rd scheduled appointment to solve this key issue, that I probably would not be helped, I almost started crying from frustration. There is something deeply wrong with that! A 50 yro. man on the verge of tears over how you are treated at a car dealership? I think Blake recognized this, and figured out how to FINALLY solve this simple issue! And for the first time, I actually felt like someone was listening! And he seemed to genuinely understand when I told him I would never return to Centennial Mazda.
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