We visited Alex at this dealership to check out a 2011 Ford Flex and discuss trading in our 14-year-old vehicle. Within 10 miles of arriving (we drove about 30 to get there), we started to experience a vibration at interstate speeds. As we pulled off onto the road, the front end started a rhythmic mechanical ticking, so I pulled over to check it out--I couldn't see anything. I figured it might be the CV joint or axle-related issues, so we made it to the dealer and were up front about the issue. He drove it and was still willing to take the vehicle, albeit at (probably) an expected lower price knowing there was an unknown issue.
We test drove the Flex and noticed pulsating brakes (a known issue in this model year), and Alex without hesitation said that he would have the rotors turned or replaced for us before purchase, at cost to him. While that was happening, he let us take our vehicle a couple miles down the road for lunch. On the way back, the mechanical clunking got louder, then something popped, and the driver's front end just dropped, so we pulled over. Turns out, all of the lug nuts had come off of the lugs, and two of the lugs themselves had sheared off. The tire bent part of the fender, tore off (but didn't damage) the plastic inner fender, and had a deep groove ground into the inside of the wheel from the lugs.
Alex came to our rescue and sat waiting with me for two different tow trucks to show up, all the while never once mentioning cancelling the trade-in or decreasing the amount that he offered us. When we arrived, it was about 10:45 am--when we left, it was nearly 5:00 pm. About 80 percent of that time was him helping us get our busted vehicle to the shop (which was luckily about one-tenth of a mile down the road), all the while apologizing to us that this had happened.
In the end, he still offered us the same amount for the vehicle, and I could not, in good conscience, let him pay for the new rotors and pads on the Flex. The paperwork was fast, he worked hard at getting us as good a rate as our credit would allow, and was absolutely honest and up front about everything. I can not express how great of an experience--barring the 3+ hours of ridiculousness that was not his fault--doing business with Alex was. I would go back to him in a heartbeat, and my wife and I wholeheartedly appreciated his kindness and understanding and willingness to work with the issues that arose. I can't imagine him having any bigger debacle during a trade-in than what we went through today, and he handled it flawlessly.
Alex is an absolute class act, and he erases the stigma that the term "Used-Car Salesman" has associated with it.