"A Car Dealership That Finally Figured It Out!!"
- Greg and Jill Z.
I have been purchasing/leasing cars for almost 50 years, and all but gave up hope that anything would ever change going through the stressful, tedious process of dealing with car dealership salesmen, general managers and finance managers. That is until the day most recently when I walked into Herb Chambers of Westborough's Infiniti store. I was greeted by a young, very pleasant sales associate, Alex Kontoulis. Expecting the high pressure tactics to begin immediately, which is typically the case, my experience was just the opposite. Alex was personable, professional, knowledgeable, and seemed to actually care about me as a "customer", as opposed to a potential quick sale to be preyed upon.
In fact, all Alex attempted to do was help educate me about my car options that would meet my needs, establish a repoire, and introduce me to the management, sales, and service team of the dealership. He concluded by inviting me back to meet his General Manager, James Bulger. I left feeling pretty encouraged by the meeting, but skeptical about what were the potential motives. Since I was interested in leasing two vehicles, and after explaining to my wife about my experience, I asked her if she would be willing to visit the dealership with me. Her response was "Are you crazy". My wife loathes the car buying experience, for good reasons, but nonetheless I encouraged her to go, with the understanding she would only have to choose a car she liked, and I would do the rest. The following day in a snow storm we entered the dealership and were greeted by Alex and James Bulger. Thinking that the high pressure tactics were about to begin, we were totally caught off guard by James's pleasant demeanor, and genuine concern to get to know us as real people. Still in shock, including my wife, I anticipated the games were about to begin.
Now, as is always the case, I came prepared with my target budget, that I usually get to in the end, but not without going through a long, painful negotiation (WAR), that saps all of my energy, and leaves me wondering, why anyone would put themselves through this process. To our delight and shock, it just never happened. What did transpire was an extremely honest and upfront conversation with James and Alex about how they would meet my budget in the actual cars we wanted. No arguing, no bait and switch tricks, just total transparency and honesty. After agreeing to the deal, nothing to argue about, we were introduced to the Finance Manager, Christian Urracca, who quickly took us through the dreaded and confusing paperwork process. Once again, no pressure, just a comprehensive explanation of the contract.
Amazingly, we were able to return our vehicles, get the new vehicles registered, inspected and complete a true sign and drive. Needless to say I think my wife had a born again car dealership experience for which I'm extremely grateful. I have to commend James and Alex for not only their exceptional customer service, but also for their genuine attempt to do whatever was necessary to satisfy our needs. In all my years, I never would have imagined leaving a car dealership feeling so good about the experience, as well as feeling we had just made a number of new friendships.
By the way, the customer service hasn't ended, as they continue to follow up with us to answer any questions we may have. Also, Alex has invited me back to the dealership to continue the education of the many amenities the new Infiniti vehicles have to offer. In conclusion, if you want to experience a customer oriented dealership, operated with passion from the top down, I would highly recommend visiting James Bulger and his team at Herb Chambers Infiniti of Westborough. Finally, a car dealership that has figured it out!!