Glenn Auto Mall Pre-Owned

First Impression good....follow up...not so much We needed a newer car, and previously, I had purchased a car from this dealer back when Mitsubishi was on their lot. The first salesman that we spoke We needed a newer car, and previously, I had purchased a car from this dealer back when Mitsubishi was on their lot. The first salesman that we spoke with, seemed to be knowledgeable on the subject matter at hand. When he asked what it was that we were looking for, we specifically said the most important feature is AWD or 4WD, depending on the vehicle....and to only show us vehicles that had that option. He then showed us a few different cars that supposedly had that feature in them, and the one we ended up liking the most was a Hyundai Santa Fe. We took the car out for about an hour to grab lunch, and then returned it, assuring the salesman that we would be back, as I had a kid's birthday party to show up at. When I returned, the car was still available because they promised to hold it for us. At that point, we sat down with Darryl to close out the process. We had a 2002 Honda Civic Ex to trade in, which was in good driving condition, but needed some work on the body in a couple of areas due to sun damage, and a window that wouldn't' roll down, which we disclosed at closing. They gave us "fair" trade-in value for the car, which is really all we could ask for, and that ended up being $1500, which we applied towards our purchase. As we continued to chat about why we chose the Hyundai, he kept looking for this AWD feature that I kept mentioning, as that was the most important thing we were looking for. He didn't see it mentioned anywhere in the specifics of the car, and said that he didn't believe that the car had that option. Of course, I didn't believe him and thought surely the first salesman wasn't just trying to sell us a car without checking his facts, so I went out to the car and analyzed the inside of it and sure enough, there was no AWD option. I Checked the sticker on the car and it also didn't mention anything about AWD. I was disappointed, and while I was frustrated that the first salesman showed us this vehicle even after we told him we only wanted to see cars that at least had that option, I blamed myself for trusting his word, instead of double-checking myself to make sure that feature was available. The first car we drove, which was a 2013 Nissan Murano LE, had a few scratches on it and was low mileage. However, when the first salesmen showed us that car, he said to not worry about the scratches, as their detailing department would take care of all of that since it was used and certified. That car ended up being just a little bit more than we wanted to spend, and after researching that car, we noticed that several competitors had it for $25,000 or less. After being led to believe that the Hyundai we drove had AWD, They were willing to use our trade-in and sell us the car out the door for $25,000, including all of the costs at closing. I felt that was a good deal, and it fell with-in the budget that I was trying to keep myself in when buying this car. The inside and outside of this car were really dirty, and naturally, we were told to bring it back on a nice day so that they could detail, wash, and clean it for us to make it look as presentable as possible. With all the rain we have had, that day didn't come until yesterday, which was the first day I could take off a half a day to handle all of this from work. When I spoke with Shawn in the detailing department, I pointed out all of the scratches that I could visibly see, given the dirty condition of the car. His response was, "when we wash it, we'll get those scratches out for you once we are able to identify them, sir." I then asked him about something that I noticed after purchasing the car, which wasn't disclosed to us at closing, and that was the significant damage that the rear bumper had on it. It looked as if the previous owner had backed into a pole, or someone had rear ended him. The car had a clean Carfax, so the last thing I expected was to see was physical damage that was beyond repair of a simple detail, anywhere on the car. Yet again, we were mislead (perhaps not intentionally), and I felt that Darryl may not have known exactly what he was selling us. I should have noticed this myself, sure, but you would expect a sales person to disclose that information to you on a used car that is "certified." Given how dirty the car was, it was impossible to catch any of these things, which is what made the follow-up detail that was promised, so critical. So, why am I writing this negative review you all ask? Because after getting my car detailed there yesterday, I now see a lot more than I bargained for.... as there are scratches all over the place, none of which were "repaired" in the "detailing job" that their detailing department did. The car we traded in wasn't with us the day that they offered a "fair trade-in value" for the vehicle, and they offered that value based on the assumption that the car was in fair condition, given the information that I disclosed to them about it. I was honest, about all of the things that were wrong with he car that I was trading in, and I feel that they could have been just as honest about all of the cosmetic things that were wrong with the car they were selling us in return. With that said, I could have done a much better job detailing this vehicle myself, and would have, had I know this was going to be the outcome. The inside of the car is still dirty, as it doesn't look like they wiped the dashes down with any kind of dash protection spray, to give the dash that "shine.". The leather in the car still had food spots on it, which I noticed when I was test driving the vehicle... and the carpet was still dirty underneath the mats. Also, I had asked that they remove the "Glenn" badge from the back of the car... which ended up leaving a sticky substance behind, which they didn't bother to address. I must have misunderstood Shawn when he said he would detail the car, because all I can see, is a rushed wash job that used car dealerships do to keep the car somewhat clean and presentable to the customer. One thing is for certain, if this car had looked like this the day I bought it, and I had been told that they weren't going to detail it, I wouldn't have purchased it.... yeah, it looks that bad. I have reached out to Shawn and left him a voicemail stating that I am dissatisfied with the service... and I hope I am taken seriously. When I serviced my car at Mitsubishi, in Glenn Auto Mall, it was always serviced with care, and the people/ there would own up to any mistakes that they made in the process. I'm not so sure that is the same service that they offer now... but I could be wrong, and maybe, just maybe, this bad experience is just a coincidence. All in all, the experience of purchasing a car from Glenn that day was relaxing and enjoyable. Both of the guys we spoke with were pleasant to work with. Darryl was honest and upfront about a feature that the original car we liked, didn't have. Darryl went out of his way to try and get us the deal I had asked for, after the mix-up. Ultimately, Darryl did us good service. The only thing Darryl missed, was something that he probably didn't know about... and that was the condition of the body of this car... which in his defense, was hard to describe given how dirty it was. I suppose, I'm just disappointed with the follow-up service, as well as all of the cosmetic damage, as this car was sold to us, when it wasn't quite ready to be driven off the lot. We may have purchased a "certified" car, and perhaps that should be worth something, however, right now it doesn't feel like it's worth anything. The fact that I know I could have purchased a Murano LE from a "Mom and Pops" used car dealer that wasn't "certified," and saved just as much if not more money on a car that was a lot "cleaner," is ultimately what bothers me here. Either way, factory warranty, is factory warranty, certified or not. I will be purchasing another car in the next 1-2 years, and whether or not I purchase from Glenn, or recommend that anyone else I know purchases their cars from Glenn, will all rest on the outcome of this experience. More

Veronica Darryl was the best! He was kind, understanding and helpful, while having coffee spilt on him! He was working hard to find me the perfect car, in the Darryl was the best! He was kind, understanding and helpful, while having coffee spilt on him! He was working hard to find me the perfect car, in the rain! But, ti need to say this! Be careful how you treat your good salesmen! There is not too many out there like Darryl! Better hope another car lot don't get him! Your lost, their gain! More