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Customer Specialist (aka Andrew R.) poor follow up.
I had contacted this dealership because I wanted to test drive a very specific vehicle which was advertised. Their customer specialist team member Andrew R scheduled a time, and verified it with me
on the phone. However, upon arriving 15min early for my test drive (and 2 hours after my confirmation e-mail) I was told he had some “bad news” for me. Someone was finishing the paperwork on that vehicle at the moment. Their "customer specialist" was just sitting at his desk, and made no attempt to call to inform me that the car I was coming to look at was being purchased.
I drove over an hour to come and look at one particular car. I had specified I was not interested in any other vehicle. I was ready to pay for the car that day…..just wanted to test drive it first. There was no apology, or anyone acknowledging what I was saying. Instead, "well you can look at some other options we have" I said No thanks, and left.
After I walked out of the dealership, and was told by Andrew “my manager said the deals not done yet”. I told him I’m not going to bid for a car. I have a hard time coming to understand that as a business you would Bigger/Better deal it, and pit customers against each other when paperwork is almost done being filled out.
The dealership lost a guarenteed $16,000 sale…paid in full. You need to concentrate on being a CUSTOMER SPECIALIST……if you don’t have customers, you don’t have income and no jobs.…
Love the Customer Service. We stopped by and didn't know what we ran into. Everyone was so accommodating and nice it was almost scary. Didn't know a car dealer would work as hard as they did to make the sale fit where my wife and I thought our payments needed to be, get the deal we wanted, and the coverage we wanted for the price we could afford. Andrew was a huge reason we hung around and worked with them the first afternoon. Then Jake took over the next day and worked numbers with us to make everything work out. As we worked with the lender to get numbers to where we needed them Jake continued to crunch the number with us and was extremely helpful. We love our new Pathfinder and everyone says we got a great deal, even the loan officer at the bank questioned the price and said that is a great price.…
