Let me start by saying everyone I spoke with was very nice and greeted me with a smile; however, my experience left much to be desired and here is why. I found a vehicle I was interested in via the USAA car buying service at Big M. I e-mailed back and forth with one of their "BDC Representatives" whom was very slow in all of her responses. I had asked at 1pm Monday if 7pm would work for that night (I work 7am-5pm M-F and live over an hour away)and did not get a response until noon Tuesday reading "Were you able to make in in last night??". I told her I did not because I did not hear back from her and she responded asking me if I was available to come in that night. I said "Yes. 7pm ish depending on traffic. Coming from Indiana" at 2:32pm. I never received a response but decided this time to make the drive anyway. After going to the address in her E-mail signature (Radcliff) I was told that the vehicle was not at that location, and that it was actually 10 minutes further down the road(Elizabeth). Not a big deal. I get back in my car and keep driving. When I get there I see the vehicle I had just fought over an hour worth of traffic over in the parking lot and I get really excited. I walk in and ask if I can test drive it and one of the employees (manager I believe) said there was a deposit on it. I about lost my lid. About 20 seconds later he tells me he was wrong and there was no deposit, I get excited again. Then they tell me they can not find the keys. After watching them dig through drawers and go through the entire key cabinet I tell them I am going out to look at the vehicle and to meet me when they find the keys. About five minutes later a young sales man walks out to me and informs me that one of their sales ladies, who showed the vehicle earlier that day, took BOTH sets of the keys home with her "by accident" and that she lives 45 minutes away and can not bring them back. Excitement once again extinguished. He was a young man and may actually believe it was by accident but I look at results, not excuses, and believe she took the keys home to make sure that vehicle could not be sold by anyone else because she wanted to sell it to the person she showed it to earlier that day but he would not put a deposit on it. After leaving very disappointed I called and spoke with the manager about this and he denied that being a possibility. He also insinuated that this was my fault for missing a 3 o'clock appointment they had set for me, without my knowledge or consent. I asked if they could make this right by bringing the truck to the location in Louisville which is much closer to where I live but he told me he does not have enough personnel and there was nothing he could do. I told him I would have to leave an honest review about my experience and he said "Do what you have to do". No offer of reconciliation, no heart felt apology, no recuperation of my gas and time. I drove home feeling very cheated and wanted to make sure everyone reading all of these golden reviews knows their experience may not be nearly as good as these reviews would lead you to believe.
Also I have every email exchanged between BIG m reps and myself as proof so do not let them claim a single bit of this as false.
A no longer potential customer of Big M.