My Review Of Braeger Ford:
Close to one month ago I mailed the letter below to the owner, president, and manager of sales at this dealership. I have yet to receive a response from any of the 3 executives mentioned. It seems very obvious that once a sale is completed at this dealership, they wash their hands clean of any relationship with their customers. I should also note that less than 24 hours after the purchase I brought the vehicle back and showed Tony a chip in the rear view camera lens which causes a blur in the back up monitor. Tony told me he would get back to me about resolving this issue. I never heard back from him either.
Dear Mr. Todd Reardon,
On 10/15/2013 I purchased a vehicle from your Ford dealership Vin # 1FMCU9E76xxxxxxxx, 2012 Ford Escape. I’m writing to tell you about a very unpleasant experience I had at your dealership. While talking with Tony Ismajli, your general manager, of used car sales Nick Burkee came into the side office, where Tony and I were discussing a possible deal. When Nick heard the price I offered, $20,000, on a vehicle you had listed at $21,400 he became very loud, abrasive, and condescending towards me. Nicks style of communication was so loud that several younger dealers began hanging outside the office, and peering in to see if everything was alright. Nick made comments that insinuated that I did not know what I was talking about. He also stated very loudly “we’re not coming down on the price of that vehicle at all”. Realizing that Nick was not going to lower his tone of voice and talk to me respectfully, I stated to him “I don’t appreciate the way you are talking to me and I’d like to speak with a different manager”. Nicks reply was “I am the only manager!” I then replied “well then I’d like you to step out of this office or I will and this young man will lose a sale”. Nick then calmed slightly, had a few more words to say and left the room. Several minutes later Dan McKnight walked into the office and inquired of Tony where we were at in the negotiations. Tony explained that we were discussing my trade in value. Running my car through some online software it was confirmed that my vehicle would only get about $300 through a wholesaler which I agreed. I told both Dan and Tony that I would absolutely need $1,000 for my trade and they agreed to this. During my visit I stepped outside a couple of times and I spoke with a few of your dealers. I can only assume that they were feeling somewhat compassionate for what I had gone through while talking with Nick. Although I’m sure you would not condone your dealers telling me the following, it helped save a sale for Tony. Comments I heard from your staff were, “Nick has been called in a few times because of the way he talks to customers”, “they will come down another $600” and “ I’m sure I have lost a couple of sales because of Nicks style of speaking to people”.
I have been a psychiatric nurse at an established local psychiatric hospital for 10 years. I would like to advise you that Nick is definitely a liability issue for your automotive group, due to his borderline anger management issues. Although I was able to remain calm, I’m sure there are customers that would have walked out, or worse, escalated the situation to a physical altercation.
I do love my new vehicle and within in the next few weeks will be bringing it into a Ford dealer to have additional accessories installed to include running step bars, remote start, heavy duty carpet liners and hood, window and moon-roof deflectors installed. It is highly doubtful though that I will be bringing it to your dealership after what I experienced with Nick.
As I told you above, there were several reasons I did not walk out of your dealership without making a purchase. Additionally, dealing with Tony and Dan was a very honest and respectful experience. Also, prior to coming into your dealership on 10/14/13 I called and spoke with a staff member in finance named Sam. Sam’s ability to answer my questions and the warmth that was conveyed over the phone could never match to the professionalism and genuine personality she displayed while we sat and completed the final paperwork that afternoon.
Todd J XXXXXXXX
xxxx- W. Lisbon Ave
Milwaukee, Wisconsin, 53222
CC: Mr. John Maneage, Owner Braeger Automotive
Mr. Jason Enders, Sales Manager
Although this dealership has positive reviews. It seems that when there is a problem, there are plenty of customers that have reported that this dealership refuses to communicate back with their customers.
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11/22/2013 4:59:47 PM
An apology for how I feel? The letter above that I wrote to 3 of your top executives and this review had nothing to do with my feelings. It was strictly a factual account of my experience at your dealership. Braeger you failed several times at customer service. First your staff and a member of management was aware of how Nick Burkee spoke to me and you failed to address this before I even left your dealership. Secondly, after I sent a written account of the events to 3 of your top executives, they failed to respond after an entire month. It is obvious now that your lack of customer service starts at the top. Third, when after less than 24 hours I had a concern about my vehicle, I was told by your salesman that he would get back to me about a resolution, I have heard nothing. It is only now when the events of our relationship may be made public are you willing to respond.