Sawari Automotive Group

Sawari Automotive Group responded

Hi Elisabeth, Thank you for your feedback. We take all concerns seriously and are sincerely sorry to hear about your experience. We would like to clarify a few important points. However, this response basically addresses our potential clients other than you because we have genuinely done our utmost efforts to resolve your concerns but because of buyer’s remorse there was no sincere intention from your side to even come to any resolution. The dealership came to know about the customer concerns through the online review. Please note that there was no communication at all from the customer about her concerns. Rather, the dealership manager himself reached out to the customer to address her concerns. The reason we mentioned buyer’s remorse because the customer instead of genuinely resolving the issue keep posting negative reviews on other online platforms during our communication. That itself is an indication of no sincere intention to come to a resolution. The customer performed a visual inspection and a long test drive on 03/29/2025 prior to purchase, and no issues at all were raised at that time — including any concerns about oil levels or missing lug nuts. The inspection report from customer mechanic was later provided, dated 04/02/2025, also did not mention any missing lug nuts. When this was brought up, a separate handwritten note from the technician was provided, which was not part of the original documentation. Several days and hundreds of miles passed between the purchase date and the inspection. While we can’t confirm what may have occurred during that period, we’ve seen cases where vehicles — especially Mini Coopers — have been tampered with, particularly the wheels. That said, it’s important to note that a car with no oil or unsecured wheels would not be drivable for many days, nor complete a trip all the way to Castle Rock, without any warning lights or system alerts. Throughout our communication, we made multiple attempts to understand and resolve the customer concerns, including outreach from our manager. However, instead of working collaboratively toward a resolution, the customer posted negative reviews across multiple platforms during that communication. This behavior, combined with the lack of any initial communication with us, suggests that there may not have been a genuine intention to resolve the issue — but rather an effort influenced by buyer’s remorse. We regret that rather than contacting us directly, this situation was escalated publicly. Despite our manager reaching out to understand and resolve the issue, the conversation shifted toward demands for a refund in exchange for removing the reviews. Since the customer also chosen to escalate this to outside organizations, we will fully cooperate with them and respond through the appropriate channels. We remain committed to transparency and professionalism and are always willing to assist customers who reach out in good faith. We continue to stand by the quality of our vehicles and our reputation for safety and customer care. Sincerely, Sawari Automotive Group

Elisabeth.rappe responded

There was no communication. There was an initial message that was upset about the reviews and asked for the inspection report. This report was sent over and I asked how you would like to proceed. You claimed there was no documentation of the problems, specifically about the loose and missing lugnuts (which was not true, and I have the hard copy). You also stated that any problems must have been caused by me, and you would not resolve any issues. When we finally spoke on the phone, you screamed at me. refused to make amends even when I offered to take down or edit the reviews, and said you'd see me in court. You also recorded the phone call to use in court. You had only silence when I asked if the car had been inspected, as promised on your website. I pointed out that if it had been inspected, it would have had full oil and tightened lugnuts, and if you were paying anyone to inspect it, that you needed to follow up with them. That silence said volumes. I would love to have resolved the issue. As I told your manager (you) on the phone, a review is an honest opinion of a point in time. There was absolutely nothing in the review that was wrong or defamatory, and your response and behavior after that only proved my point. You believe the reviews are untrue, but you did nothing to prove them wrong except complain about them. If you truly stood behind your reputation, your quality, and your honesty, you'd have done SOMETHING. Playing the victim card as a business is a poor look and highly unprofessional.