Another Time Used Cars 2

“I had a frustrating experience with this dealership that ultimately cost them my business. Last Sunday I test drove a Passport that I had coordinated with Marco for 2 days via Messenger, I was there from about 3:20–3:50pm, just before their 4pm close. I was told the finance manager was at another dealership working a deal, so nothing could be finalized that day, but I could test drive and be in touch with Marco the next morning (he was out, so Atlan helped me on Sunday for the test drive) The next day, I was actively working the deal over Messenger with Marco, and clearly communicated that I had a same-day appointment to finalize my insurance payout and secure my down payment. I was in process and moving forward. I would be able to return late afternoon. While I'm finishing up the insurance needs, and sending over the letter I needed to provide about my prior total loss needed for financing...I see a message from Marco that 'I have another customer looking at the Passport'. I send the letter and say I'm just awaiting the payment links from Progressive, and will come after that...I could have been there within an hour. At no point was I told the vehicle was at risk of being sold, nor was I offered any way to secure it. Instead, as I reached out to Marco again, he sent a message stating that they sold it. RIGHT OUT FROM UNDER ME, just as I had collected my funds and was on the way. When I raised the issue, the explanation given was that “the owner makes those decisions.” That doesn’t change the fact that there was a breakdown in communication and basic customer service. Passing responsibility doesn’t address what could have been handled differently. What stood out most is that there was no effort to advocate for a customer who was actively in the process of buying. I understand dealerships move inventory quickly. I do not understand bypassing a ready buyer without clear communication and then offering excuses afterward. Because of that, I chose not to move forward with this dealership. If you’re considering buying here, make sure you explicitly secure the vehicle immediately. Do not assume communication or process will protect your position. Response to John: I understand inventory moves quickly, as mentioned. My frustration was never simply that the vehicle sold, but that I was actively in process, clearly communicating my timeline, and was never informed the vehicle was at risk or given an option to secure it. Your staff completely bypassed me to make a sale when I was literally already in process to purchase. Not acceptable, and your reasoning only solidifies the lack of customer service offered at your dealerships. Additional Edit after hearing more excuses from Marco/Alexis: After further communication with management, I was additionally told that I had supposedly been offered a deposit option and declined it, which is simply not accurate to the conversations that took place. I was never informed that the vehicle was actively at risk, nor was it communicated that submitting a credit application or partial deposit was required to secure it. Instead of acknowledging the communication breakdown, management chose to characterize me as “angry” and “way overboard” for publicly sharing my experience and correcting inaccuracies, while simultaneously using their response to promote how fast their inventory moves and how great their dealership is. That is not customer service or accountability. I do not care about repeated apologies. I care about correction, ownership, and honest communication. The continued defensiveness and revision of events after the fact has only further reinforced my concerns about accountability and customer service at this dealership.”

“My son purchased his very first car last week. The first day he went to drive to work the car over heated and the motor seized. I spoke with Alexis and she got on it without hesitation. She was kind and patient throughout the process. Long story short. They stood behind the product. They fixed the car and my son is back on the road and happy. They could have gave us the run around. But they did the right thing on their own and happily. I can’t tell you how much this kind of integrity matters to me and my family. For thus reason I am happily and highly recommending them. They will always be my first stop any time I will be in the market for a pre owned vehicle. Thank you to Alexis and everyone that made the car buying process simple and easy. And thank you for standing by the car and doing the right thing.”

“At the end of January, I purchased a Mazda CX30 and the process was wonderful. Everyone was polite, courteous, and most importantly not pushy like what people are usually accustomed to dealing with car dealerships. There were not any ridiculous add ones to the car price - it was reasonable and what is typically expected (taxes, registration, documentation, etc). I got a pre-inspection the day off and everything looked good. Got a great deal and could not be any happier. Thank you!”

“I purchased a 2018 Audi q7 from Robert. He took good care of me and made the process so easy I was in and out fast! Also thank you to Jessie great manager! The staff was friendly and nice ! I most definitely recommend this place!”

“Amazing experience buying my first car! Robert and Atlan were awesome! They were extremely patient, and made the whole process easy and stress-free. They really listened to what I needed and helped me find the perfect car within my budget. The car has been amazing so far and I couldn’t be happier. Highly recommend this dealership, especially if you’re a first-time buyer!”