Merchants Auto

Merchants Auto responded

Hi John, I apologize for the experience you had with Merchants. Every vehicle we sell on the lot goes through a very intensive checklist, but with any machine, some things cannot be seen until they fail. I spoke with the Service director and he will be in touch with you to discuss a solution. We want all of our customers to be happy with their vehicles, and we apologize that our service has let you down, but we would love to get your vehicle fixed and ready to go.

JL responded

I can't be without a vehicle. The engine temperature warning light illuminated soon after and the problem was resolved by someone I can trust. Certainly not Merchants Service. Service Director left me a voice mail yesterday and when I returned the call no one was available. Sorry, too little, too late.

Merchants Auto responded

Hi Office, We apologize for your experience with us at Merchants, if we can help in the future, please let us know!

Merchants Auto responded

Hi Meghan, I apologize for the confusion on our inventory. With such a large inventory, staffing shortages, and quick turnover of our vehicles, we have had a few learning curves on how to ensure that we are able to provide our customers with up-to-date information. It is something that we are actively working on, and we apologize that we missed our mark with your car-buying process. If we can help in any way in the future, please let us know!

Merchants Auto responded

Hi Phil2753, We apologize for the lack of communication in regard to your Sienna. Looking back at our records, it looks like you inquired about the vehicle on August 9th, and we emailed you and called you a few times with no response. We would love to get in touch with you, but we may have some wrong contact information. If you are still interested, please give us a call at (800) 288-6999. Thank You

wolfman12473 responded

nothing but lies and mysterious damage, the first van I was told was ready and never told it was in the body shop. lies you all are full of lies I have every email between us . and I've yet to see my refund, as I returned your tittle overnight and why was my check even cashed if I didn't ever recieve a van,.. and cashed a day before you gave me a purchase date.do you want me to attatch emails to show you how many times I told the salesman that he got the address wrong on the paperwork before I changed the address to make it easier for him to understand? or how many times I asked for a picture of the van that never got sent, I was buying a van unseen out of faith and you guys dropped the ball, and did a horrible job, own up to it, refund my money and be done with it.

Merchants Auto responded

Hi Wolfman12473, Thank you for your review. While we agree that the process of your purchase was not without delays, what we do not understand is your review leaving out key details. When you had originally requested information, we were very transparent in what the process was, and how the process would work for a non-business customer. As we stated, we are happy to assist any customer that wants to purchase a Commercial Vehicle; we specialize in working with Business/Commercial customers. During your transaction, there were delays caused by getting the vehicle reconditioned, as well as multiple requests from you to change the address to the vehicle, which was being registered. We continued to be transparent with you as this process progressed. With that said, we are not without blame, as after we sent the title and said the vehicle was dispatched for delivery, our vehicle prep department noticed damage and sent it to be repaired without notifying the sales team. This caused us to inform you the vehicle was ready to be shipped when in fact it was not. While your frustration was understandable, your communication and treatment of our team were not. When you requested us to undo the deal, we immediately unwound this deal, issued you a full refund, and paid to have you overnight us the title back and overnighted all back to you. We did receive the title today and have sent the check today. While we strive to remedy all customer concerns in a positive manner, we genuinely do not know what more could have been done here to remedy this. While we would have hoped for a different outcome we appreciate the feedback and wish you the best.

Merchants Auto responded

Hi Rumham, We apologize for your experience with Merchants. We are happy to hear that you had a good experience with Jeff, but we wanted to apologize for your second experience. Although I was not in the room, I believe what may have happened is a misunderstanding. All of our vehicles are listed at either wholesale pricing or best-in-market pricing, which means that we have a very little leeway on pricing. We believe in showing customers the best price from the start, rather than playing the traditional dealership games of price haggling.

rumham responded

Hi there, I don't think yelling at a customer is a misunderstanding, and you lowered the car almost $1,000 after this. It sold for about the price I was asking for. This was just a bad and incredibly unprofessional employee, and I'm not the only review that had problems with Semir. Don't you think he could've calmly and plainly stated he couldn't lower the price, even though you ended up doing so anyway? How about when he told me that you had the new KBB and my trade-in lowered over $300 - when the blue book came out and it was worth over $1,000 more? Sleezy, dishonest salesman.

Merchants Auto responded

Hi Too_owls, Thank you for your review of your experience with us at Merchants and Lisa. We are glad to hear that although you were in a need-to-purchase situation due to your prior vehicle no longer running, Lisa was able to help you find the car you "Wanted" not "Needed".

Merchants Auto responded

Thank You Talynsaucier for your review! We hope you love your new car and let us know if we can help you in the future!

Merchants Auto responded

Hi Cburke00, Thank you for your review! We are glad to hear that you had a great buying experience with us!