Everything started off great with text communication - SRLDBroom
Everything started off great with text communication about the truck I was interested in. I let them know in advance that we would be bringing our toddlers, so timing and efficiency were important. I made an appointment, but we were delayed for reasons beyond our control. I texted James to let him know we were running late and again when we were 30 minutes out. He said he would let Adher Hernandez know.
When we arrived, I informed the receptionist, who was polite but said Adher was already with a customer. I told her we would go outside to find the two trucks we were interested in so we could keep the kids occupied. We located one truck but not the other, so I went back to the receptionist to ask for help. By this point, we had been waiting at least 20 minutes with no greeting from any salesperson. She asked me for the stock numbers, which I looked up and gave her, but she never picked up the phone or made any effort to get someone to assist us.
We continued waiting outside with two restless toddlers, and after another 15 minutes I went back in to say we would be fine with any salesperson helping us since we did not know Adher personally. The receptionist again did not move from her chair or attempt to call anyone. After waiting even longer with no help, we decided to leave. As I was walking out, I let the receptionist know, and she simply replied, “Ok, y’all have a good night.”
I updated James by text that we had left, but received no response that night. The next day, I received a random text from someone asking if I wanted to make an appointment. No, I did not. I already had one, drove 40 minutes, and was never helped. I asked to be removed from the call list, yet they persisted. Later, I received a voicemail from Adher saying he was not told we were there. Honestly, I would not be surprised, since the receptionist never got up or called anyone, but I cannot be sure.
Eventually, James texted back apologizing and saying the receptionist had told Adher we were there but they had gotten busy near closing. That was the end of it. No one followed up further, and no one cared to get to the bottom of the issue. At the end of the day, either someone was not truthful or someone was careless, and either way, trust is gone.
It is a shame, because we were seriously interested and would likely have purchased one of the trucks. Service is everything when making such a large purchase, and unfortunately, this dealership showed us that customer service is not a priority here.
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