| rev:text
| - PART 1
BEWARE!!! Even if you're loyal customers, you may still be treated as if you're not worthy of trust, dignity, and sound business practices, i.e. good customer service.
By way of background, my family has purchased over $250,000 (that's over a quarter million!!!) in cars from this dealer over the past few years; a little crazy, but true because we like cars. Therefore, when I was in need to purchase a car due to a catastrophic event in my life, my brother in-law informed me of a good deal he saw while driving past the dealership. Given the bright orange sticker that read "$10,000 off" on a 2015 model truck, he highly suggested I take a look given we have purchased so many cars from there and had a great relationship.
Unbeknownst to me, the trust, dignity, and sound business practices occur only intermittently. On this day and subsequent ones, I encountered folks who lacked all of these. Let me explain...
1. TRUST - after walking the lot and test driving a vehicle that was similar to the one referenced by my brother-in-law, we sat down to begin talking finances. At this time, we mentioned our desire to further explore the truck that had the "$10,000 off" sticker on it, but it was no longer on the truck. The truck was there, but not the sticker. Hence, I inquired as any other potential buyer would. At that time, my initial salesman (Bob) did not recall it so he inquired with the Sales Manager of the day (new hire). Per usual car salesman tactics, he disappeared briefly then informed us that there was no such sign. After informing him once again that there was a sign, he left again only to return with a different story. This time the story was prefaced with the fact that he was a new hire and perhaps the sign was removed the day before he started given we provided him the exact day my brother-in-law saw the sticker. After a few more tongue tied moments, he then began to incorporate timing as a potential reason why the sign may not be there given deals like that are offered monthly. Once again, this made absolutely no sense. I visited the location on 11/28/15 and my brother-in-law saw the sticker the prior Monday or so. Very odd that a monthly sign would have been removed mid-month and everyone just happened to forget it was there. At this point, I was willing to just move on, but once the sales manager made a distasteful reference questioning our honesty regarding the presence of this sign, it was clear that this establishment has gone south in a major way. What business in which customer loyalty and satisfaction are key drivers to success, accuse potential buyers of lying; especially customers that have spent over a quarter million dollars? Well, if they did that to us, I'm sure you'll be next.
2. DIGNITY - despite the foolishness above that caused us to leave, I did happen to negotiate a competitive price (without the $10,000 off) so I circled back the next morning to reiterate that I was not pleased with the accusation. However, given the loyalty of my family, I was willing to listen to a final offer from them as long as the initial salesman (Bob) acknowledged the ridiculous actions of his sales manager. He acknowledged the poor word choice of his sales manager and informed me that he would call me back about a price. I actually was feeling decent until I received the call. Not only was the price no longer on the table, it had gone up by $5,800. The explanation was they overlooked the dealer add-ons to the truck as they were not reflected in the sticker price. At that point, all I could say was" WOW!!!" Thanks, but no thanks. Not only did they accuse us of lying, but now the truck price has gone up almost $6,000. So much for trying to make the situation right for loyal customers.
SEE BEN MYNATT GMC DEALERSHIP FOR PART 2 OF MY REVIEW...
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