We recently purchased a car from the Charlie Obaugh team in Staunton. They were terrific despite a hiccup mid-transaction. In short the pre-owned vehicle we initially decided to purchase turned out to be unacceptable. The disqualifier for us to purchase it was not discovered until we were literally signing the papers and after a great deal of effort by the dealership to meet their commitments prior to sale.
Suffice to say stopping a transaction at that point could have easily resulted in the team at the dealership simply moving on to the next customer. However, Mark Brooks and Brad Bahle simply took the situation in hand and proceeded to understand my (the customer) concerns and what I wanted. They made a commitment to follow-through and find another vehicle. Given previous experiences with unfulfilled commitments/promises from other less committed dealers, I was skeptical.
However, before we could complete out 40 minute drive home they called to tell me they had found a suitable pre-owned vehicle and could have it at the dealership within a few days. It turned out to be a better vehicle, at the same negotiated price of the previous one and they completely restored my belief that there are still car dealers and sales staffs committed to quality service and customer satisfaction.
In today's car buying environment finding folks like Mark and Brad, that are committed to customer satisfaction, is remarkable. To be honest I had become somewhat jaded with car shopping experiences, having tried larger dealers hoping for better savings. Yet Charlie Obaugh provided a hassle free experience, with pleasant and knowledgeable sales team members that did not undertake some of the high pressure tactics often seen in other dealerships. From start to finish MY DESIRES were their paramount concern -- not simply selling a car or meeting a quota. Having run a very large customer service organization myself, there is a notable difference between team members who "say" the right thing make a sale and those that "DO" the right thing to make the sale. The Obaugh team is clearly in the "do the right thing category." My confidence was restored.
I don't like car shopping. I went to Charlie Obaugh on the references of about 20 friends in Charlottesville that have made repeated trips over the mountain to purchase their automobiles in Waynesboro and Staunton and the Obaugh dealerships. I now understand why they have such a large following of fans.
I have about 4-6 car purchases left in my lifetime. My children are just beginning theirs. All of my remaining purchases are likely to be a Charlie Obaugh as long as it retains its current local Shenandoah Valley character and integrity. And since ole Dad may have to co-sign when it comes time for the kids to purchase their first new car, their first car shopping experience will likely be at Charlie Obaugh. If Mark and Brad are still there, I would feel completely comfortable leaving the kids on their own to learn through the experience. Adam Moquin the Finance Manager - handled the paperwork side of our sale superbly and I would be equally comfortable having him guide the kids through a transaction.
I know mine is but one experience. But it was a very good one. In short as a result of Promises Made and Promises Kept and the fact that the Charlie Obaugh team "walked the walk" of top quality ethical customer service with my transaction, they have earned my admiration, thanks and repeat business. Charlie Obaugh Chevrolet in Staunton is what the car shopping experience should be......the Obaugh family should be happy with the manner in which their employees performed.