First the positive: The salesman Michael Young was great; didn't even feel like I was talking to a salesmen. We had a very friendly and professional back and forth conversation and we finally agreed on price. The purchase price for the vehicle was way below what it should have sold for and they gave me a very fair price for my trade.
Sounds like a win/win, right? Nope!
Now the negative: I was supposed to receive a check back for my trade as we only applied a portion of the trade allowance towards the purchase price. They failed to give me a check and I actually forgot to ask for it when I completed the transaction. I called the dealership the next AM, the salesman had a day off so I was put through to the sales mgr. She told me the deal didn't make it up to accounting yet because it needed a signature by Michael P., Used Car Mgr., but he will be in at 12. Once he comes in he will sign and accounting will issue the check. That was reasonable. Later that afternoon I get a call from Mike P. telling me I can not get a check because they are waiting to get funded from the bank on my purchase plus they haven't sold my trade either. I told him I was never told that by either the salesman or the F & I guy, and the sales Mgr. told me that morning that I will get a check cut when he comes in.
Mike P. proceeded to argue and get a bit agitated, he said their policy is to wait until they get funded and it can take a week or more. We went back and forth on this as I tried explaining this was not previously explained. He then got loud and told me the only reason they did the deal was because he was trying to get one more unit sold to close out July, I believe for some bonus or incentives based on unit volume. But by the time I picked up the car they had already closed the books for July so there was no incentive anymore to do the deal; therefore he repeatedly told me to bring the car back! This made no sense, I already signed and drove, I never forced them to do the deal. Sounds like they made a bad deal and he was trying to back out; but it was a little too late.
We hung up and Mike P. said he will call me back; which he did and at that time he agreed to cut a check the next day as he verified I was mis-informed and he will brake policy and issue a check prior to getting funded. I thanked him, even though he was rude and unprofessional, I just wanted my check and hung up. Problem resolved right? Nope!
The next day Mike P. calls my cell phone and starts yelling at me accusing of me making numerous calls that day to the dealership harassing various people. I tried explaining I didn't make any calls, he was getting inaccurate information. We went back and forth a few minutes and then he just abruptly hung up. 15 minutes later I got a call from the salesman telling me they will overnight my check. I thanked the salesman, especially being he was great through the entire process figuring I would receive the check the next day as promised. I also emailed Michael Morais, COO of Open Road, he quickly responded apologizing and said he will be back to me quickly after he spoke with all involved. Now I thought I'd have a resolution!? Not a chance!
Next day I never receive a check as promised, even worse, not even a courtesy call from anyone with the dealership, nothing from Michael Morais or his office telling me the check didn't go out.
A big "0" for customer service.
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Michael Toung, Michael Piccolo, Michael Morais