Eric Alterio | Page 6

Kelly INFINITI responded

This really means a lot to us! We are so happy to know that you had the opportunity to work with Josh, Eric, and Roman and that all three took excellent care of you! We really appreciate your support - we will be sure to pass this along!

Kelly INFINITI responded

Wow this means a lot to us, Omar! We are happy to know that you had such a great experience working with Josh and Roman and that they made sure you were well taken care of! It is great to know that everything ran smoothly and you had a terrific experience from start to finish. Thank you, Omar! We will be sure to pass this along!

Kelly INFINITI responded

Hey that is great to hear! We're glad that you had the opportunity to work alongside DeAndrae and that he made sure you had a great experience. We really appreciate you taking the time to share this with us! We will be sure to pass this along to DeAndrae and the rest of the team!

Kelly INFINITI responded

So kind of you to say about DeAndrae Wendy, thank you! Congratulations on your purchase, we are very much honored that you allowed us to work with you for your replacement vehicle. And thank you for taking a moment out of your busy day to share with us and others your experience recently at our dealership. Please know we are here for you if you need anything at all. Take care Wendy!

Kelly INFINITI responded

That is great to hear, Frances! We are glad that you had such a pleasant experience and that both Eric and Sonnlly took excellent care of you! Thank you for taking the time to share this with us!

Kelly INFINITI responded

On behalf of DeAndrae, Eric, and Lisa, thank you! We are happy to know that you had such a great time working with all three and that they made sure you were well taken care of. Your recommendation really means a lot to us! We will be sure to pass this along!

Kelly INFINITI responded

Usha, We wish that this could have been a better experience for you. We hear what you are saying, respect it, and how the course of events may have looked like what you have described. By far, that is not what happened or our intention. During your first and only visit here, you drove the car, liked it but were not willing to commit as you had two other cars you wanted to look at and the person financing the car was not here to finalize, if in fact you wanted to move forward. We completely understand. We did offer to remove the car from market for you with a deposit if you were highly interested in this particular vehicle. You declined but did tell us you would let us know by 4:30PM the next day. We did not hear from you. You called in the following day and asked if the car was still available. We told you the car sold in the interim, and so we tried to offer you the other 2019 we had available. You declined and we understood. We then offered you a new car with the same features/options. Once we ran the numbers, you asked for time to think about it. The next day when we contacted you, we asked you how we could earn your business. Maybe we could suggest some other vehicles that would meet your needs/interest. At that time, there was no selection. The following day, a man called in on the original car, from a different number and asked if it was available. We said it was and offered an appointment for a test drive. That morning, the car had just become available again as the deal had fallen through due to credit. DeAndrae was not in yet and not aware of the situation so he had not called you to let you know. The caller must have been of some relation to you because you then called in upset, feeling that we were not being honest. You also stated that you viewed our offer of other vehicles in the last few days as a "bait and switch". This was purely a matter of timing and I could see where you may have thought that the vehicle was available all along. Industry-wide, inventory is very low and cars are selling very quickly which brought about the situation I described. We are in the business to sell cars and sell them quickly so there would be no benefit to us, especially DeAndrea, to not secure a sale with you if it was not what I just described as the course of events. It is also his job to ask questions and make sure we exhaust all vehicle options. Our main goal, if one car is not available, is to find another one that could make you happy. I wish this played out differently. I thought it important to explain the course of events and show our intent was not malicious. I am available to speak if you would like and more than happy to try and bring you into the Kelly family whether at this store or one of our others. I appreciate the feedback and we have discussed your viewpoint as a team, I hope to hear from you even if it's just for a discussion, Lisa Avolda General Manager 978-774-1000

Kelly INFINITI responded

That really means a lot to us! We are happy to know that you received outstanding service and everyone you worked with was more than helpful! We really appreciate you taking the time to share your feedback with us! We will be sure to pass this along!

Kelly INFINITI responded

Hi Bob! We really appreciate you taking the time to share your experience with us! It means a lot to us knowing you drove all the way from Maine to purchase the pre-owned car you were looking for! It is great that you also had the opportunity to work with Bruno, Eric, Roman, and Maria! Thank you, Bob!

Kelly INFINITI responded

That is great to hear! We are pleased to know that you had such a pleasant experience working with Luis and that he was so helpful and friendly! We really appreciate your recommendation!