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| - This is going to be a novel, I'm so sorry, but I have never had a worse customer service experience. It's incredibly frustrating to experience such bad customer service from a place I'm literally spending thousands of dollars at.
I bought a used car here a few days before Thanksgiving 2015. I felt uncomfortable from the start with the salesman, but this was the only dealership with the car I was looking for in my price range, and I was in a pinch and had no option but to stay and buy the car from them. The salesman, Bob, was pushy and rude. I commented that I didn't feel comfortable test driving the car myself (I have driving anxiety as it is, and God forbid I wreck a car that isn't mine, it's my biggest fear) so I wanted my dad to test drive it for me since he knows more about cars anyway. Bob literally made fun of me and made me so uncomfortable that I gave in and test drove the car. Once I was approved for everything, Bob looked me in the eye and said the rest of the buying process would take NO MORE than 45 minutes. FOUR HOURS LATER (six hours from the time I initially arrived), I finally got to leave the place. Somewhere around hour three of waiting, I was outside on the phone telling my girlfriend I was told it would only take 45 minutes, and bob interrupted my private phone conversation to tell me to stop being impatient and that I wasn't the only one buying a car that day. Once the process was over, he asked me to fill out an online survey about my experience, and stood over my shoulder while I filled it out.
There was a cigarette burn hole in the seat of the car I was purchasing, and I was told by Bob that I could schedule an appointment and have the hole repaired for free. About a week after I bought the car, I contacted him to set up an appointment. He rudely told me he was busy with someone else, and that he would call me back in two hours. Those two hours came and went, and I missed his call when he finally called later that evening. (This is where I start to get really infuriated, and it's not even close to being over) Bob left me the most belittling voicemail I've ever received from anyone, let alone a place of business where I just shelled out thousands of dollars. He (lied) told me he had been trying to call me back all evening and that it's ridiculous that I'm trying to schedule an appointment for such a tiny burn hole. I was so mad, I didn't call him back.
A few days later, I heard a strange noise coming from the car when I turned the heat on. I called service, scheduled an appointment, and scheduled a time to get my seat repaired with the service department. I showed up to that appointment on time, and naturally my car didn't even get looked at for a good hour after I got there. I was also told that the man who fixes seats wasn't there that day and I would have to schedule that appointment through, you guessed it, my good buddy Bob. That service appointment ended with them telling me I had to drive ALL the way out to their Cuyahoga Falls location, because this dealership couldn't repair fords. Not ok. I live in Avon Lake. Driving out to Brookpark was far enough.
Scheduled the appointment at Spitzer Ford. Waited for freaking ever for them to repair a few things, then waited forever for them to get info from Brookpark that I was covered by a warranty. Drove through the lot to leave, turned the heat on, and wouldn't you know it, the problem wasn't fixed. I had to sit with the mechanic in my car and show him it hadn't been fixed, since the guy at the desk apparently thought I was full of shit. Mechanic admitted he heard the noise and told me, "I thought for sure we fixed it, sorry." I had to schedule another appointment. Luckily the third time was the charm, and after two trips to cuyahoga falls all was good.
In the midst of all of this, I had made an appointment through Bob for the day before New Years Eve to get my seat fixed. I was cutting it close because I was leaving that night for a new years trip that I had postponed for two days so I could get this seat business over and done with. I show up, and GUESS WHAT??? The seat repair guy wasn't there, AND I was told by the manager that he doesn't even make appointments for specific times through Bob. You've got to be kidding me. I was livid. I didn't lose my shit, but I wanted to, considering I could have had an extra two days of vacation. Their solution was to give me a $20 gas card for my time, and have the repair guy come out to my house to fix it after I returned from my trip.
It's been nothing but a run-around since the minute I stepped onto the lot to look at the car I bought. I wish with every ounce of my being that I could get my money back and buy a car from a business that actually cares about its customers, and values their time and business. I will never do business with any branch of Spitzer again. No one seemed to care when I voiced my complaints about Bob and my whole experience.
Go anywhere else but here.
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