"Poor Service From The Start"
I was fortunate enough to get the worst salesman a the dealership. JC was not very helpful, seemed like he hated his job, and it was bothersome to negotiate price on a vehicle. Didn't fill up the car, which was a half tank of gas, (approx. $7 in a prius). He did not provide me with paper floor mats when requested due to the weather (it had snowed). JC sold me the car with only one key with the car. When asked about it he stated he would look for the key. It took me several calls, and him 2 weeks later to say they would cut me a new key.
Fast forward to the key making. I met with Dave to drop off my key to have it programmed and cut. It took them 4 hours to cut the key and program the keyless entry. A 10 minute process somehow miraculously took 4 hours. Once the key way done, Dave decided lunch was more important than making sure they key was completed and I got the necessary items. He left the keyless entry with a young lady, who had no idea what was going on as Dave gave her no instruction. It took the lady an additional 30-45 minutes to find the key since only the keyless entry was left behind the counter. This was after I refused to allow her to mail it to me, as I had waited 4 hours for a key.
Since December I have put 5k miles on the car, and I purchased the oil change program they offer. Which they sent me pre-made vouchers to bring in the car for oil changes within 1k miles on the voucher. When I scheduled an oil change within miles as stated on the voucher, I met with Sean at the main desk. The first 10 minutes was me arguing with him about how the maintenance light was on and the car needed an oil change. He stated the maintenance light came on due to it needed a tire rotation at 5k miles and that I could come back at 10k miles to get the oil changed. After arguing and finally telling him that I wanted the services stated on the voucher, he finally agreed to go ahead and have them change the oil on the vehicle. What a nightmare, every step of the way with this dealership.
My finance worker was Joshua Casey, and at first he seemed genuine and like a good worker. Well I bought my care in December, and in January my paper tag expired and I had not received the title or the loan information. After multiple calls and messages, I finally got ahold of Joshua. He had no idea why the loan had not been processed or why I didn't have the title. He said he would look into it and call me back, which he never did. I ended up speaking with his supervisor a few days later, his name was Mike. Mike stated the title had two names on it and was missing one of the signatures from one of the owners who lived in another state. He told me they sent a power of attorney on Jan 1. to get the title take care of. Josh assured me if I resigned the contract they would issues a new paper tag and it would be complete before Feb, which is when the new paper tag expired.
Here I am in Feb. and the 2nd paper tag has expired and they still do not have the title complete. I could not get ahold of Josh Casey again, and this time I was forwarded to a woman named Kim Hendrix. This was only after I threatened to have my attorney to contact them, since no one wanted to call me back.
Kim Hendrix has been on the only one who has called me back consistently and kept her word. I still have not heard back from Josh or his supervisor or JC. However, at first Kim acted like the whole ordeal was not the dealerships fault, and almost seems to point the blame at me at times. Until I stood my ground and pointed out it was not my job to verify the title of the car before I sell it. Kim has been in communication and tried to resolve the issue however the options she gave were not satisfactory.
After going back and forth with the dealership, I had to continue to call and push towards them resolving the issues caused from their mistake, instead of them working to fix their mistake. Everyone up to this point, except Kim, acted like it was not worth their time and they could care less about the issue or me as a customer.
Kim finally called me back and offered to refund me my down payment, and take the car back. Issue me a new paper tag, and pay tag and title for the car, stating the title SHOULD, (i'm not counting my chickens) be done by Tuesday. Option 3 was I could buy a new prius with fewer miles, but they were not willing to come down on the price an would only waive the paperwork fee. Which is total crap. I'm not saying they should come down 3k difference, however, I would think they would be willing to make an effort to fix their mistake, and look at coming down on the price for good faith. However, that would require them to be professional, which they have not been since the get go.
I was contacted by JC to figure out if there were any different options or cars they could sell me that they have the title too. However, like usual he stated he would call me back with what he found out and never did.
I have scheduled to meet with Kim Hendrix and the GM in person to let them know of my discontent and how poorly this whole experience was and how they handled the whole situation crappy. The GM seemed liked he would fix this issue but I think he was just acting like he cared so I would get out of his office. He did apologize but I doubt anything comes out of it. I requested they fix the issue so others do not have to share my experience. I decided to give the car back and get a full refund of my down payment. For me it was better to just wash my hands of the whole mess as it was taking up too much of my personal time and work time.
I am only being honest to my experience and writing this to hopefully help others make an educated decision as to whether or not to use this dealership. They have lost me trust, and therefore, for me, I will not use them ever again. I know the people I have told this too have also decided to never shop here again. I hope this experience helps the company fix full issues with their business so it does not happen again.