My Review Of Duval Ford:
First off, allow me to say that I am NOT the type of person that writes online reviews. Reviews are usually written by people that are upset, and looking to do damage. Sometimes I say I will when I am very happy (or disappointed) in a product, but typically I never make the time to do so. With that said, my experience with Duval Ford in Jacksonville was so fantastic that I woke up this morning (and drove to work in my beautiful new truck) and immediately felt compelled to sit down and write this review...so here we are.
My sales experience began with the Internet Sales Manager Brian Harvey. Without going into detail, I certainly had a bit of a "challenging" trade and credit, and he made me feel just like I was a customer paying cash. I also explained that we were an hour and a half away, and that I would request he do everything either over the phone, or preferably by text, which is exactly what he did. His answers were extremely responsive, and always positive and courteous. After a day of going back and forth, Brian had an emergency, and had to leave the early...want to know how I know this? Because Duval's sales team did not drop the ball AT ALL, rather they picked up the phone and called me to explain the situation (apologize) and continue working the deal seamlessly. Incredible!
From there, I worked with Malcom, who did some more research for me, and finalized an offer. At the time, I was unsure as to whether it would be my best option (needed to do some shopping) so he let me off the phone with absolutely no guilt trip or hassle.
The next day, I went to do so comparison shopping at a different dealer. To compare apples to apples, I called a dealer in Georgia, and asked them to do everything via text and phone as well. They agreed. After going through the motions, the gentlemen on the phone at "Dealer B" told me he would work the numbers and call me back. It is also worthwhile to mention that "Dealer B" actually had a newer and fancier vehicle in stock, and had every advantage in the world to sell me...I would (and planned my day around) going up there to purchase from them. The salesman said he would know in 30 minutes. It took 4 hours for him to return my phone call, and when he came back he still had no information, and apologized saying he got "Tied Up". He then told me to give him another 30 minutes, and never called me back at all. In the meantime, a gentleman from Duval called just to ask if there was anything else they could do for me.
I decided the next morning to call Duval back, if nothing else, to thank everyone for their excellent customer service. When I did, I asked for Dustin, because I thought that was who had called me back the night before. Turns out it wasn't, but either way, Dustin wasn't in yet, so the receptionist got him on his Cell phone. He was driving, but rather than call me back later, pulled over to the side of the road and took my information down. It was at this point that I felt Duval wanted my business bad enough to warrant the trip over. Upon arrival a cheerful (albeit freezing cold) receptionist met us in the parking lot. Not a pushy salesperson, simply a receptionist asking if we would like to see anyone in particular. Like a hostess at a restaurant. Nice touch!
From there, we were immediately greeted by Dustin, who introduced himself to myself and my wife, and immediately complimented me on my trade vehicle. (Other salespeople listen up...that is a FANTASTIC tactic...a person trading in the vehicle that they have had forever is typically somewhat emotional...they have an attachment to this car...so compliment something about it to make them feel better!!...) Nice job Dustin!
We went through and extremely fast and easy sales process. They already had all my financial information ready, and we literally went for a test drive, and did paperwork. And let me say this also...my wife is a finance major. She understands business finance. She wrote down an interest rate, and a payment based on what they said over the phone. They're sheet and hers matched exactly. They are truly a no-nonsense experience. I won't even go into how good the deal on the vehicle was in the first place. It literally was the rock-bottom no haggle price (and I have done a bunch of research).
I am a firm believer in treating customers right, and looking at your current position (no matter what it is) as a profession, which is how I handle my own career. Thanks to a fantastic staff (and obviously a management that understand what today and tomorrow's business practices look like) my customer experience was fantastic, and I will be returning for future purchases.
Thanks to Dustin, Brian, Malcom, and the excellent receptionist team who answered my many phone calls. It was a pleasure to purchase from such a novel business practice.
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