Purchased a used car in April of 2012 and negotiated for the repair or replacement of several items (repair headliner, repair/replace console, repair small chips & cracks in the windshield, replace gas strut on lift gate, chassis/steering lube replace cracked dash). These items were listed on a due bill. We bought the car at the end of the day and were told that we would be called when the replacement dash came in to arrange returning the car for completion of the items on the due bill. We were told that a loaner would be provided.
After approximately 2 weeks later I spoke with someone in parts and was told the parts had not been ordered. During this 2 week period I would call the original salesman everyday or so. When I spoke to him he never had any information and when I didn't speak to him my requests for a call back or an update were ignored (voicemails). If I did speak to him he would assure me that he would find out the status of the parts and call me back. During this whole ordeal I think he may have called me once. Ultimately I spoke with someone in parts and a manager (Gabe?) who took some ownership of getting the part ordered and was told that I could bring the car for the items on the due bill to be completed. I was promised a loaner and this was provided. The service department replaced the cracked dash. The console was also repaired with new parts. The gas strut was replaced. The lube job was done. The due bill items with the exception of repairing the headliner and the cracks in the windshield were done and the service department was very professional and efficient.
I was told that I would be contacted by the original salesman with a date & time to bring the car back for the remaining two items to be completed. This call never came. I would call when I had time, leaving voicemails, being transferred to busy numbers or just hung up on for the next several months. Ultimately my wife got involved.
She was unhappy that the due bill items had not been completed and called several times a day until we were told to bring the car in for completion of the items owed. This was in December, 8 months after the purchase of the car! I dropped the car off in Waxahachie and was given a loaner. The temporary tag placed on the loaner was good for 5 days. I dropped the car off on Tuesday and was told that I would be called when it was ready. I stressed to the person that I dropped the car off to that there were 2 items to be completed on the due bill, repair of the headliner and the cracks in the windshield. They made a copy of the due bill and the items that were owed were clearly listed & legible. Monday of the following week I called to check on the car and let them know that the temporary tag on the loaner was expired. I was told to drop by the dealership for a new temporary tag. I live 45 miles away and told the person I spoke to that I could not come to Waxahachie unless my car was ready to pick up. She then told me not to worry about the temporary tag because they never check that and that she had no further information on our car (i.e. when it would be ready, had any of the work been done, etc.)
At this time my wife started calling multiple times a day but was never able to speak with anyone who knew anything about the status of our car. She would leave voicemails and messages with the assurance that she would be called back. No one ever called back. Ultimately she called for the manager (?) of the used car section (this after they had our car for 2 weeks) and when she was told "...he is unavailable would you like to leave a message?" she asked for the general manager and this seemed to get some results. She was told the car had been ready since the Wednesday after we dropped it off! She asked him why no one called to let us know and he said he didn't have a good answer for that. She asked if the windshield had been repaired and the manager she spoke to stated he had no knowledge of this needing to be done in spite of it being listed on the due bill and being discussed with several people when I left the car.
When she arrived to pick our car up no one knew where it was and she was directed to several different areas on their campus. Ultimately some one tracked down the manager we had been dealing with and the car was brought to where she was waiting.
I guess I should say congratulations to Waxahachie Autoplex.
I don't have any more time or energy to devote to this.
The cracks in the windshield have not been repaired and although everything else on the due bill was completed, you did not live up to the bargain we agreed upon when I bought the car. What does that make you (corporately & individually)? Your staff has been disinterested in assisting us at nearly every step of the way, that is after they had the check for the purchase of the car. There have been some bright spots and the staff in parts & service especially seemed competent, caring and capable.
Certainly not worth the drive and definitely would not recommend to friends or family.
There were many opportunities for me to leave a satisfied customer and you availed yourselves of none of them.
By the way, I know it might be old-fashioned, but you should consider having your staff read Sewell's "Customers for Life".
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