My wife and I have made a purchase from Schafer in the past with a pleasing experience. Today however was completely different and very disappointing. We were in the market for a Ford Used Truck and while driving a few, we decided to drive a few more. We obtained the key to a particular truck and were ready to take a test drive when we were notifed that the truck had been returned to service to be looked at. Needless to say the truck was actually taken for a test ride by another customer, (a costomer that had arrived after we did to the dealership). The Sales manager said this was against policy and apologized for the "inconvenience" (a miscommunication) It was more than an inconvenience as my wife really had her eye that that particular vehicle. When the sales manager apologized and indicated to me that this happens a couple of times a month I told him their business process was broken and needed to be fixed (my business expertise is in process improvement as a six sigma blackbelt for over 25 yrs). Never have we been so poorly served (we were ready to spend up to 20,000 cash that day). The sales manager indicated how many sales they made per month and that he really didn't need our business as it was a fraction of what they sell per month basis. My wife and I went into bay city the same day, and bought another truck from a dealer who takes customer service seriously. I am done with schafters and can assure you that I will steer anyone I know away from your dealership and explain to them the poor customer service we received. I have worked in the service industry in manufacturing and healthcare and can tell you, your whole organization needs to look in the mirror and reassess the way they address and communicate to customer. Its really to bad because when I can I prefer to buy local, but not with this type of experience.
Former Schaffer (Shafter) Customer