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  • We recently decided to upgrade my vehicle. In August, we provided our information to a sales associate there by the name of Robin Sarno. This included the options, color and our contact info should she come across one that met our needs. Last week, on Tuesday, September 22, I was in the dealership for servicing of my vehicle. While waiting, I checked in with Robin to see if there were any vehicles that met our needs. She found one and provided me the inventory number. She informed me that it was a service vehicle and if we decided to see the vehicle we would need to let her know ahead of time since she needed to complete "20 or so forms" to release the vehicle from the service department to sales. My husband and I decided to see the vehicle and I called Robin on Thursday, September 24 to to set up a time on Saturday, September 26. She said she would have it available for us. On Saturday, September 26, we arrived at the dealership and at that time Robin informed us that she didn't know it was a service vehicle and that it was out. We conveyed our disappointment at which point she apologized for the miscommunication. Unfortunately, this wasn't a miscommunication but a mistake that could have been at least slightly rectified by calling me in advance to cancel the appointment and reschedule. We spoke with Robin's manager Don. Apparently, when Robin conveyed the incident to him she neglected to mention that she knew it was a service vehicle when she gave the information on Tuesday, September 22. It's absolutely disgusting that she would blame the customer for her lack of preparedness. At this point we left the leadership disappointed at the sales staff and their shoddy service and treatment of long time customers. Considering that we narrowed down our search to this particular vehicle coupled with the fact that we set a specific time to see it I'm not sure how much more serious customers have to be to get good service.
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