Howard Rose

My interaction started off with messy customer service, but people were friendly. I was passed through several sales reps and the office was not prepared for an appointment I had standing for a we service, but people were friendly. I was passed through several sales reps and the office was not prepared for an appointment I had standing for a week. I came to a good price on a vehicle ($41,500 for a 2500 mile “new” ‘24 outer banks bronco- current market MSRP ~46k, as it is last years model and priced to clear inventory), and was going to sign the next day until the sales manager Scott sent a manipulative text, attempting the tactic of pretending to talk to competing dealers (who told me they know Scott and would not speak with him). Then tried to raise the price of this objectively worse model back to market MSRP. I will say I expected to pay a little more than this offer because it hadn’t been fully cleared. I feel 42-43 would have been reasonable for a model unsold in 2 regions since April ‘24 (it is February 25) with 2500 miles, listed at ~47k like comparable vehicles that are spotless with no miles. The next day I attempted to go into the store to talk in person, Scott refused to speak with me, and then they lied about selling the vehicle (which had been there nearly a year with out buyer interest) in an attempt to reposition the discussion away from the deal they offered, and get me to buy a more expensive model (or likely to get me to leave entirely). I knew there was no way it sold, but I entertained it because if they offered a good deal on one with no miles I’d pay more for that, logically. Then I saw the rep laughing with Scott (sales manager) in the back that their plan was working, before showing me absolutely wild overpriced offers for other models (above current value). It was clear they didn’t like that I was able to negotiate a good, but reasonable, price on the model with some miles and no customer interest, and they did not want my business. I could tell they felt very proud of themselves for these tactics. I left and will never go back, and I will make sure to let everyone know my experience here. I wanted to do business here because my initial perception was they were trustworthy, and I loved Paul Miller Mazda. I promise you, the sales manager Scott, specifically, is a liar and will use standard dishonest techniques to get you to pay more. Owen, the customer experience manager, is very kind and reasonable. The rep AB was doing his best, but took negotiations very personally and it clearly flustered him to even discuss negotiation. He seemed to be happy with the way this worked out. Update several days after posting this review: the original vehicle is still on their lot (now actually marked as a courtesy vehicle, which it wasn’t originally). More

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