Worst experience in my life!
This dealerdhip has some team members that lack honesty and integrity. They are very comfortable using aggresion, manipulation, humiliatation, and in
This dealerdhip has some team members that lack honesty and integrity. They are very comfortable using aggresion, manipulation, humiliatation, and intimidation to demean their customers and treat people like they are not worthy of professional customer services.
Case in point - I found a car online that fit my needs. I contacted the chat team to gather more information and for help with my trade-in. Unfortunately, they needed me to bring my trade-in to get an amount. So, the next day Tommy Phan contacted me and said he would be my salesman and scheduled me an appointment. Yet, to my surprise he only felt it was important to talk to me until I arrived for my appointment. Once I arrived another salesman, sittting outside of the glass-enclosed offices, introduced me to Lucio, Tommy's assistant. Lucio did an exceptional job showing me the vehicle and discussing additional features during the test drive. However, when I got in the car I noticed the RR Sport was rising and falling continously on the passengers front side. Lucio quickly reassured me that this was getting fixed and that they were just waiting on the part. He then stated, it wouldn't take more then a day to repair. After the test drive we chatted to build a rapport and then he worked on getting the value for my trade-in. He then took me in the building and asked me would I be financing the car? I told him no, I have a pre-approved check from Navy Federal, he politely said, I don't think we work with that bank so, can you finance with us? I said okay after questioning his statement and started to fill out their application on his computer, then I stopped and shared with him I am not comfortable doing this until we have finished discussing my concerns about the vehicle's suspension,
chipped paint. warranty and value of my trade-in. That's when Tommy came out his office to insult me with the vale of my trade and unwanted business with my credit union that provided me with a check to purchase the vehicle. He further explained the only way I could use my financing would be if I got a cashiers check from them. I contacted the bank to share this information and was told I would need to make the request in person. I went on to discuss my concerns with Tommy about the car and he said everything would be addressed on the car if I get a cashiers check from to purchase the vehicle while reiterating I am going to take caee of you- "your bday is coming up and I know that". He also informed me that I didn't need a warranty but if I had to have one - don't get it from the dealership. I left them around 4pm with a purchase order to catch the bank. Once I got there I was told it would take another credit pull to complete the process of getting a cashiers check and possibly 24hrs. I called Tommy explaining the steps and he asked me to put a deposit on the car to show I was serious so they could start working on the vehicle
before my bday asking what color bow I wanted. So, I immediately sent them $1030.00 dollars via a link he texted to me. The next morning I recieved an email from my bank that everything was approved to pick up my check. I called Tommy and he instructed me to go get the check, take pictures of it and text it to him. So, I did. I also explained that after all this I expect to purchase my car today and willing to drive a loaner until it's undergone repairs to my satisfaction. He agrees to set this up and take care of me. Then his assistant Lucio sends me a text stating Tommy will be in training for the next 3-4 hours and he will be working with me. I spoke to him over the phone and told him the game plan. He later text me and asked me to bring to send him proof of insurance for the RR sport to help expedite the paperwork process. I did. When I arrived happy and excited, with my fiancé, the vehicle was parked outside the door. Tommy was in his office and Lucio was ready to start the paperwork. Right before we started lucio went to the car with my fiancé, to get the milage. I then walked over to Tommy to say, hello. My fiance saw me standing in the doorway of Tommy's office and came over to meet him. Tommy introduced himself and told him I noticed you were not here yesterday so we pulled the car up so you could see it and test drive it before we make repairs. I complimented him for being so thoughtful and we began signing the purchase order, the carfax, repair bills and that's when Lucio mentioned we would be taken the RR Sport I was purchasing home tonight instead of getting a loaner. Shocked and disappointed, I asked him how come? He further explained the parts were delayed so I would need to bring the Vehicle back for repairs, and an oil and filter change. That's when Jeremy Hauss walked up to us and introduced himself as the used car sales manager and Tommy disappeared for the remainder of the time I was there. Jeremy began to explain how I needed to take the new vehicle home because the parts were not available until the end of January. I further explained my concerns about the suspension and how it causes the car to rise and fall continuously. He stated he was not aware it was doing that and mentioned the car would not be safe to drive however he would not be putting me in a loaner until he knew for sure how long repairs would take. That's when the aggressiveness started. I explained everything to Jeremy while Lucio just stood there nodding in agreement. Jeremy went on to explain why he wasn't willing to give me a loaner and asked me to wait until tomorrow so he could contact the UK for the status of the part. I got my brother-in-law in the car biz on the phone and he explained the car could not and should not have been driven in its condition and how he needed to find out the status of the part because depending on the time-frame he might decide to wholesale the vehicle. THIS WAS THE TURNING POINT! After hearing this, me and my fiance were appalled to learn that they had me do all this leg work; put down a deposit, get a cashiers check in their name text a picture of it, take another day off, change my insurance coverage on my current vehicle, sign a purchase order, car fax and repair slip to be told first your taking the car tonight "As is" then to we may not even decide to sell the car anymore.
At that time I had to take a deep breath because I was feeling an anxiety attack coming on. Certainly I felt taken advantage of a woman, disrespected, humiliated, embarrassed, and unworthy. Yet, I begin to demand a proper resolution; Jeremy continues to go back in forth with me as he uses his aggresion to go on and say you currently don't have a binding contract with us and we will not be accepting your form of payment anyway. After the back and forth. I explained my disappointment in how he managed this entire deal and refused to offer any solutions or alternatives including a loaner for the night, a taxi, or the purchase of another vehicle. Surprisingly instead Jeremy had the audacity to double down and say, :we should just part ways at this point." Shocked, embarrassed, humiliated, and insulted by the events and discussions not to mention Tommy and Lucio leaving me to defend myself while the entire staff listens. I therefore, decided to conculde the discussion by asking for an uber home. Jeremy agreed to pay up to $56 via Venmo if I ordered it through my uber app. I asked him what the next steps would be and he said we would juat have to wait until the morning. That was when I decided to take my chances leaving in my car with no insurance coverage. When I got home I text Lucio for a copy of everything I sighed and to my surprise there was no response.
Ultimately, I am disappointed. I feel like i was baited and switched, taken advantage of, disrespected, and humiliated as a professional black female consumer at a prestigious dealership that clearly lacks accountability.