Had a very bad experience with Leif Johnson Ford today. We picked out a $27K F150 from the Ford online inventory and Roy offered to have the vehicle transferred from the other dealership and we scheduled an appt. for 4:30p. I get a call at 4 JUST as I'm leaving asking me to "come a little later," that the truck was "on it's way right then but stuck in traffic."
No problem at all. I offered to come in at a little after 5 and he agreed. I load up my two kids and pregnant wife and we show up at 5:15, look around the lot a bit before heading into the office and find out "my" truck STILL hasn't arrived.
No problem, right? It's gotta be close by now. We wait in the crappy little front area (run down building, TV wasn't working) but I'm still psyched about getting my new 4x4 truck. Only, the two salesman, Roy and a second who greeted us, walk by several times over 15mins without so much as a smile...much less an update.
FINALLY, I start asking random people for help and second "salesman" decides to go ahead and call the porter. "Gee, thanks!" But wait, he hangs up and tells me the truck will be....wait for it.........ANOTHER 45mins!
My wife seriously thought he was joking with us. I knew better...still calm, I look at my wife and say, "Well, guess we're a leavin'!" The "salesman" just turns and walks away. No apology, no explanation, nothing. MEANWHILE, our ACTUAL "salesman", Roy, just stands there and watches all this happen. Never. Says. A. Word.
I couldn't help but say to HIM as I pass by, "Man, what are you DOING? I was 100% going to buy that truck right now. It was never on the way till just now, was it?"
Not a word from him. We walk out and proceed to call a sales manager and then Chuck (the actual manager). Chuck goes on to tell me that the truck had 59K miles instead of 29K miles anyway, they had listed it wrong online! At this point, I'm just stunned at their ineptitude and seemingly lax approach to acquiring my $30K business.
I say as much to Chuck, that I didn't feel like he was going to offer much to rectify the situation and maybe I should just head to another Ford dealership. His response: "Oh, I never said THAT. I definitely want to sell you a truck."
You don't say, Chuck...you DON'T SAY? Not exactly the response I was looking for. EVERY dealership wants to sell me a freakin' truck, Chuck. YOU need to fix a FUBAR situation and make a new customer (who was EAGER to buy) happy.
All in all, I'm not completely surprised. I've worked in sales all of my life and I cut my teeth at Lone Star Ford (among others) for a few years back in the day. There are many bad salesman out there and even some bad dealerships. Rarely though, do you find a bad "customer service" oriented manager. Those guys know the business and understand that getting the customers money is all that matters. Make them happy, make the sale, repeat tomorrow.
Chuck, I'm GOING to buy a 4x4 F150 this weekend or next week. Roy, you COULD have made at least a few hundo in commission. At the very least, you could have respected me more as a customer. Truly, truly your loss. I'll probably hit up a Chevy dealership for my used F150 now. I don't want the Austin Ford group to make a dime from me.