I write this with concern and disappointment.
I want to take this opportunity to give you an understanding of my experience during my purchase R.W. Auto Dealership. Per our conversation, back in
I want to take this opportunity to give you an understanding of my experience during my purchase R.W. Auto Dealership. Per our conversation, back in May, I made the decision to order a 2022 Jeep Gladiator with Russell Westbrook Auto Dealership (located at 6110 Van Nuys Blvd, Van Nuys, CA 91401). When it arrived, I made arrangements with the dealership that I would be picking up the vehicle on Friday, August 12, 2022. Upon my arrival, I was first approached by Jake (one of the sales managers) and proceeded to discuss a trade-in option regarding my wife’s vehicle--a 2015 Nissan Versa. After some delegation regarding the trade-in option, Jake’s tone of voice became irritated and defensive (almost as if I was wasting his time). Jake insisted that he did want to entertain the idea of a trade-in option and at one point proceeded to state, “take your car out of here. We don’t want it.” The comment not only alarmed me but rather my wife, who was in his presence. As a result, my wife became triggered by Jake’s response regarding her car (the Nissan) because that was her very first vehicle. My wife had just graduated college and was 23 years old when she bought that car–she had spent years saving up for it. So as you can imagine, it held sentimental value to her. Now, we understand that perhaps the Nissan wasn’t the most “appealing” or “preferred” vehicle for a trade-in option, but that does not excuse Jake’s disrespectful tone and comment in regard to our proposition. I didn't entertain this issue for too long, as I was still interested in purchasing my Jeep, thus, we proceeded to move along in our conversation. I continued asking Jake questions regarding the cost and fees associated with my order, and he continued to speak to me in an irritated tone of voice–again, his demeanor made me feel as if I was wasting his time. At which point, Jake eventually replied to one of my questions by saying that if I was not going to purchase the truck he would “with [ease] sell my truck for $10,000 over the price.” Jake added that he “always sells vehicles $10,000 or more over asking price,” so “[selling mine wouldn’t be an issue.]” Once again, I found myself in awe of what was coming out of his mouth. I couldn’t understand how his comment would encourage me to close the deal right then and there. Even more so, why would he make a comment to his customer that waited 3 months, and drove miles from my home to this particular dealership, to purchase a car? At that very moment, I couldn’t help but feel disrespected and was questioning the ethics behind Jake wanting to make money off my pre-ordered vehicle (which mind you, I had every intention of purchasing). At this point, it was clear that Jake was not representing R.W. dealership in the manner in which I was initially received, so I asked to speak to the General Manager.
I was then approached by Jason (another associate) and proceeded to express my concerns to him. Unfortunately, Jason was also not welcoming and was also making me feel as if I was an inconvenience. We discussed the value of the trade-in vehicle and purchasing options, but despite any of the countering options, Jason stood firm with his value of the vehicle (which he at that point hadn’t physically seen and made clear that he DID NOT care to see) with no explanation for his value. I find it hard to believe that a professional car salesman can value a vehicle without even seeing the vehicle first. During our negotiation, Jason didn’t allow me to review the pricing and numeration values with my wife, he declined to provide me with copies of the cost breakdown, and even stated that those were “his property.” When I asked Jason about the cost breakdown of the purchase options, I was answered with a defensive tone of voice, yet again, from a second salesman. Further, I requested a lease-tier-cost breakdown, but I was never presented with one and at this point, I wasn’t comfortable with Jason. After my bad experience with Jake, I was feeling discouraged about my choice to purchase my car with this R.W. dealership.
Our experience was not the best one and I would never wish that experience on anyone. Especially as some of us are rebuilding after a pandemic and are fortunate enough to make room to invest in such a purchase. I began this purchasing journey in May with excitement to receive my dream truck but was met with poor business ethics. I feel my concerns are valid and I would appreciate them being addressed. I submitted a formal request on Monday, August 15th for a full review of my purchase order and lease agreement. It was evident that Jake and Jason have their own agenda of selling vehicles to hard-working people using poor ethics and poor customer service in an attempt to maximize their profits. My wife and I deserved better service and respect, as all your customers do. There needs to be an understanding to your salesmen (employees) that, typically (or for the most part) people don’t just wake up and decide to buy a car. It often doesn’t come that easy for most people. Some of us ( like my wife when she was 23) took the time and worked hard to save the money to make a purchase of such a degree. The lack of awareness was unfortunate to see and I hope gets addressed at some point with your employees because as you can imagine, without your customers, your business wouldn’t be thriving. We chose Russell Westbrook Auto Dealership because out of the two prior dealerships we had visited, your dealership won us over with an inviting hope for a positive purchasing experience.
To all this, I am still concerned about my order. Was I oversold? Are there fees that are unnecessarily added and or misallocated on my purchase? Have other customers been victims of the poor ethics that Jake displayed by overselling vehicles to unknowing customers? Additionally, I am concerned that my lease agreement was poorly executed and I need to confirm that our trade-in value, the manufacture rebate, and dealership discounts were correctly allocated. I am requesting the three additional services that Gustavo (the Finance Manager) promised would have no bearing on the cost of the vehicle to be removed. The services very well have an impact on the cost and I’m not in agreement with those. I don’t even know what the services are or how they work. Additionally, I want a full review of the lease agreement. I was never given a copy of my credit report after I requested one, and I have never explained all operations and features of the vehicle (i.e. additional programming, phone applications, etc.
I've made several attempts to secure a meeting with Raed (General Manager). I've placed several calls to him and have emailed Raed to no avail. As of today, I have no response from Raed or anyone from Russell Westbrook Auto Dealership.