Jeff Wyler Springfield Auto Mall

Jeff Wyler Springfield Auto Mall responded

I am sorry to hear that you were not 100% satisfied with your experience at our Jeff Wyler Springfield Auto Mall store. I am investigating this case for you, and I understand that great efforts were made on their part to try and fix your situation and make you happy. Can you share where we failed to fix this for you?

anthonym10 responded

This is false: "great efforts were made on their part to try and fix your situation and make you happy." I would be happy to share. I made it very clear that I was not going to want the Mazda5 back. There was no oil in it, completely at the fault of Jeff Wyler. The engine was ruined. I didn't even have the car for three weeks. Even though they were willing to replace it under the warranty, I wasn't going to want some busted up, salvaged engine. On top of that, other mechanical problems existed such as the rear driver side lock control actuator being out. The rear windshield washer sprayer was out. Neither key fob is serviceable. A headlight went out the first week we had the car. Things were taped down under the hood. The car was junk and I really hope all of that is taken care of if you anticipate selling it again. That said, I was willing to accept that I was going to lose my taxes / fees to replace the vehicle, under the premise that the dealership would help me out and meet in the middle somewhere so I wasn't being penalized so heavily for a mistake made by maintenance personnel there. I was assured by Tim Smith that he would "see what he could do" to help me with that. At this point we are trapped in to buying another car at Jeff Wyler. No other dealership would give me what I paid for that Mazda5 and it was made clear to me that I would have to do it as a trade in to rid myself of the vehicle--wishing I had moved forward with the legal recourse I was pursuing simultaneously at this point. Here is way #1 you fail to "fix [my] situation and make [me] happy," by trapping me in to going back through your dealership under false pretenses. We begrudgingly look and find something we like. We drive it, everything seems OK. Now it is just time to work up the numbers. For starters, the Vibe was priced over retail value. I was able to get them to come down $1,000.00 on the Mazda5 and it was 20% cheaper. Don said his hands were tied. I called to address it with Tim since he said he would see what he "could do." I make it clear to Tim I'm not satisfied with how this is going. Tim begins to accost me and proceeds to argue with me that you guys are being fair with me. After getting off of the phone from this argument, I attempt to call back. None of my calls are taken. I even had him paged but am dumped in to voice mail. The Vibe? We're forced to buy it ABOVE RETAIL VALUE when it has zero options like power locks, power windows, cruise control, etc. Here is way #2, #3, and #4 you failed to "fix [my] situation and make [me] happy." You do not keep verbal promises made (#2), you take advantage of my situation to maximize profit (#3), and you not only fail to acknowledge my dissatisfaction, you actually question it and argue with me when it is expressed? (#4) I was cordial with Tim after all of this and explained that I was dissatisfied with how Don had been handling the process. Buying a car is a bad experience when you have children. For some reason it takes a century and dealerships just aren't kid-friendly. The process was very trying on our patience the first time around and we walked away somewhat dissatisfied. But to have to do it all over again? Way #5 you fail: I raise concern about how the process is being handled by a sales representative and instead of transitioning it to someone else or personally taking responsibility for it you not only fail to acknowledge my concern you pressure the sales representative to close it and get it over with. This just makes the process that much more annoying and irritating. Since nobody likes a negative Nancy, I'll proceed to explain to you how this should have been handled. Keep in mind I actually work in sales, I handle more than $3M in annual revenue for a Fortune 1000 company and do quite well at it. First, when the engine blew up and I tell you that there is no oil in it. The car should have been taken back and my entire amount of money refunded. An oil change shows up in the service record from November, but we got one the night we drove it off of the lot. Not sure why this isn't in the record. I watched the technician hand the keys to the sales representative and noticed the new oil change reminder on the windshield. Negligence on your part is what resulted in the car being ruined. I should have been offered a full refund--including fees. Had this happened I would have been more than happy to throw more business your way. But this is where car dealerships can be short-sighted and ignorant. You look at the bottom line on a transactional basis. You do not take in to consideration that I would be much more willing to pay retail if I appreciated the customer service and support. You also fail to realize how valuable a referral is. When you are merely trying to protect your bottom-line on every transaction you're going to piss some people off. I refuse to accept this as an acceptable practice--even for dealerships. Second, when you told me you'd do something for me you should have kept that promise. You shouldn't take advantage of the situation to make up for money lost because you have to replace an engine on another car. You should have done everything in your power to give me a good deal since you failed to do what you should have done from the beginning. When I made it known I wasn't happy, you shouldn't accost me and argue with me. That is just poor customer service any way you slice it. I know that not every customer is necessarily right, you still have a line you have to walk and you didn't do it. When we made it very obvious that we were annoyed and in a hurry, you shouldn't prolong the process. I am amazed at how obvious it was we wanted to get out of there and how oblivious employees seemed to be about it. I noticed a couple of nods and glances from other representatives that seemed to be aware of how we felt but we got little or no consolation. When I raise concern about how my representative is handling it,