HORRIBLE CUSTOMER SERVICE EXPERIENCE! My fiance', Andrew, contacted JB a week ago in regards to a red F350 for sale. He submitted an application as recommended by the sales associate, and received an automatic confirmation stating that his application was received by the dealership. At this moment, the sales experience was going smoothly enough, but soon took a turn for the worse. My fiance' tried contacting the dealership multiple times via phone, and then emailed 3 additional times to check the status of his application and make arrangements to purchase the truck. He did not receive any return phone calls, or any return emails. Finally, today, 7 days after he submitted his application, he received a phone call from the salesman stating he had not heard from Andrew. Andrew was surprised to hear this, since he had made multiple attempts to contact the dealership. Additionally, JB stated that he never received the application. You can imagine, as a credit application has such personal information, that my fiance' was distraught, as he was very worried as to who DID receive his information. This ultimately confused him, as he did receive an automatic reply from the dealership stating they had received his application, Especially so, since clicked the application link from the dealership's website. At this point, Andrew notified JB that he wanted to purchase the truck. JB told him that there was someone at the dealership that very moment who may purchase the truck and he would contact my fiance' back within the hour to let him know if it was purchased. This was at approximately 6:00 PM this evening. After waiting for a return phone call, as promised, Andrew finally gave in and contacted the dealership at approximately 7:45 this evening to be notified that the truck had sold. At this point, Andrew was frustrated, as he wished to purchase this truck a week ago, and would have, if the dealership had followed up as promised. Andrew spoke with Chris, a supervisor, who was EXTREMELY unprofessional and blamed Andrew for this situation because "he did not contact the dealership." Andrew tried to explain that he DID try to contact the dealership MULTIPLE times, and it was the dealership who would not contact him. Chris also stated that "Well, you can't do anything about it because it sold and you should have contacted us back sooner." At this point, I could hear Chris raising his voice to Andrew through the phone on the other side of the room. Chris then hung up on Andrew. I have been in the sales industry for over 6 years. I couldn't imagine someone in my staff treating a client, or potential client in the manner that Andrew has been treated at Solomon. Exceptional customer service and follow up are key ingredients to become sucessful in sales. The lack of customer service and professionalism with which you are treated at Solomon is indescribable.With something as simple as follow through, this whole situation could have been avoided. I wonder if Solomon is aware that they have an associate on payroll who doesn't seem to be willing to make a simple sale. Or another associate who is quick to place blame on customers, and will go as far as hanging up on them over the phone. One thing is for sure- after the this experience with the staff at Solomon, both Andrew and I will never shop, or recommend others to shop there again.
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