VERY POOR SERVICE after the sale!!!
I purchased a used car on 3/8/17.
My sales consultant, Mike Testani, was AWESOME! I highly recommend him! There was a valet key missing from one of the key fobs, so Mike had a replacement sent to me.
My wife was not able to go to Earnhardt Lexus with me because she was recovering from a car accident. I had to do the paperwork at the dealership and then they sent someone home with me to get my wife's signatures and return to the dealership. To this point, I was very pleased.
After that point, the service from the finance department has been very poor!
By 3/27/17, I had not heard anything or received the documents in the mail as promised. I called Mike and asked if he knew when I could expect them. He said Brandon had gone for the day but he would email him and follow up the next day.
On 3/29/17, I still had not heard anything from Brandon, so I called Mike again. He said he had talked to Brandon on 3/28 and he would talk to him again the next day because Brandon was off on the 29th.
On 3/30/17 (22 days later) I received a call from Vicki Fortner informing me that we had not signed a title and registration application. She emailed it to me and we signed it, scanned and emailed it back.
By 4/1/17 at 9:22 AM, I had not received verification of Vicki receiving my signed application so I called and left a message on her voicemail.
On 4/3/17 at 4:23 PM, I still had not received verification from Vicki that she had received my signed application so I called and left a message on her voicemail again and also sent an email.
On 4/4/17 at 7:24 AM I received this email:
Good morning Mark,
Sorry to have missed your call. It is month end close for us in accounting and I was not at my desk at times yesterday.
I did receive your signed title app and have scanned the documents to our processing agent. They are very careful so it usually takes a few days.
Thank you,
Vickie Fortner
Title Clerk
Earnhardt Lexus on Camelback
Payoffs Earnhardt Toyota/Lexus/Buick-GMC/Chevrolet
P. 480-325- 4116
F. 480-218-2509
So now it's been 27 days and I'm told it will be a few more days!
On 4/4/17 Brandon (Finance) called and asked if I wanted him to send a copy of the sales contract, etc. REALLY! He told me on 3/8/17 that he would send them to me after they were completed.
On 4/13/17 FINALLY!!! I received my license plate in the mail.
On 4/14/17 I called and talked to Cleva (Finance Mgr) and she said that she would UPS overnight a copy of the documents to me on Tuesday.
On 4/18/17 A Promise actually was Fulfilled!!! I received the documents via UPS overnight!
I feel that it is very poor service that the customer has to initiate ALL of the post sales contact. Once Earnhardt has your money they don't seem to care about the customer!