My ultimate goal was to purchase a pre-owned vehicle $5000 or under for my friend who is battling a chronic illness and does not have the means of purchasing a vehicle. I found a suitable vehicle at MBOKC on 4/23/20 and inquired immediately, receiving prompt engagement as to scheduling an appointment with a salesman and perusing the vehicle. Upon arrival to the dealership (with my father in tow) we were introduced to our salesman, James Miller. James is an incredibly kind, humble and friendly person who walked us through the process. Although James is new to this specific dealership and is actively learning his role, he was the ONLY reason I continued with the purchase of the vehicle. The vehicle's interior rear view mirror was damaged and needed a specific part to repair. I was a bit uncomfortable with purchasing the vehicle without the needed safety mirror in working condition but James assured me he had been instructed by the service department the part had been ordered and installation would take place once the part was received by the dealership. Fast forward to 5/8/2020 and I do not have the part and the part has not been ordered after confirmation with my salesman. There seems to be a problematic disconnect in communication between departments. It seemed as though this vehicle and its repair was not a priority in any way. I have now ordered the part and will be installing/repairing the rear view mirror myself.
Too, I was acutely uncomfortable with the Finance Manager as he demonstrated a lack of cultural competence when he was making jokes about one of his customers who is of Asian descent (changing his voice to speak "Asian" which was inappropriate). I understand people want to identify and connect with their customers but that is simply not a respectful way - and is demeaning. I inquired as to whether he needed my banks pre-approval documentation in which he stated "No, I'll just mess that up, probably". So, I was required to drive to my bank, secure the Purchase Sight Draft and drive it back to the dealership - an accumulated 100 miles of travel.
Overall, I will not be utilizing MBOKC in any capacity in the future. I think, absolutely, if I were to have been in the market for an expensive Mercedes and/or been dressed in a suit and tie, I would not have had this experience. (This opinion is based upon receiving obvious condescending looks by several associates) To provide good customer service is not difficult - it simply takes a kind, engaging and willing person to know their customers' specific needs and do everything to provide for those needs. I will forever be grateful to James Miller and hope he can aid in changing the overall culture of this dealership in terms of cultural competence and respect.