"hateful sales staff"
- stephen fry
First off I want to start with a positive and say that the service department at this mercedes has always been top notch, as far as I know, they have been very honest and very accomodating, the problem that I have is with the sales department they are some of the WORST in the business. From the mocking rude service we recieved from both Donn Andrade, and worst of all the sales manager James Sarvey it is awful and will turn us and all of our friends completely away from Fletcher Jones. After repeated calls from THEM to get
us in to take care of our lease end paper work for over a month now saying that mercedes likes to get these done early (mind you lease end is in about 7 months away) my husband and I decided to go down and take care of the paperwork to get this done. We did all our homework figured out what the payoff was from mb financial, and already worked on the loan from a preferred partner of Fletcher Jones, simple transaction or so we thought. Get this they were not interested in the least about helping us with our paperwork and completely mocked us and told us that we would have to pay $8,000 cash over the lease buyout price that was ran just that day because they said that we were early, this is coming from the same people who were harrasing us to get this done. I really belive that the two sales people had some real issues with us being a gay couple. My husband and I were so appauled at the way we were treated by this dealership I find it hard to belive that a dealership in this day in age in southern california can allow there employees to treat any customer that way no matter who they are. Maybe the sales department can be trained a bit by the service department so that they can learn a thing or two about how to treat human beings, I can go on and on on how we were treated but frankly it is just embarassing and aweful. I guess I will be looking for another mercedes dealer to take our business along with all of our friends business. This day and age in southern california I was just quite surprised to see that this kind of hate is alive and well.
"Great team, Simple deal."
- Dave K
I saw the car i liked online and called Dan. He followed up a few times and made the deal happen by bringing in James. It was a good experience, these guys kept it light and gave a bit to make the deal happen. In and out quickly with Han, very professional. Sam explained the cars functions and I was on my way. I haven't been able to sync the garage and gate opener functions with the rear view mirror buttons yet, but all in all, I now own a great automobile.
Other Employees Tagged:
, Han in finance, and Sam was the young man who explained the car functions.
Friendly, clean, efficient. Could use a bit of improvement on follow-up. I believe consumers feel most vulnerable after a sale. I think their communications after-the-sale could be improved by being more proactive when inquiries and issues rise after the sale.
"Our Red Sled acquisition filled our Christmas Stocking"
- John Tully
Denise Banner was very professional and patient in explaining the
details and negotiations of the lease terms. She demonstrated
some the E300 features during a test drive.
James Sarvey initiated a USAA enrollment which helped on
the lease. Norman Martin did a excellent job on the delivery
review on vehicle functions.
Great job and service by all.
"The WORST Management Proven after phone conversation"
Spoke with what they consider guest relations, Scott, after sending a letter to everyone in management.. Pacifistic at best. Spoke down to me. In addition informed me of what good friends he and Mr. Sarvey are and how they just got back from travelling together. He spent most of the conversation demeaning me and then trying to find out how they could sell me a car. Selling me a car was all he cared about; moving a unit. Being my letter stated my profession, which is to build businesses, he assumed I was looking for a job with my dissatisfaction. This was amusing as I work with private CEOs and COOs not corporations. The team building I do involves individuals of high net worth that want to strengthen their team. Unfortunately, this further proved to me the mentality instilled in the management. I expressed that this is an exercise in futility as we are not discussing the issues or resolution. I wished him the best and he wanted to know when I would come back in to buy a car. Joke.
James Sarvey: Arrogant, Rude, Inconsiderate, Unethical, just a few words to describe this senior sales manager.
Tom Johnson: Wonderful, Knowledgeable, Friendly, Polite, Funny, Expert, so many more to describe how terrific this man is.
Unfortunately, within a minute of James he destroyed the fabulous experience I was having. This one man killed a sale with his attitude and mouth as well as his utter cluelessness on how he was making us feel. I felt horrible for Tom but knew there was no way I would buy a car here until I handled the situation with higher management.
Well I learned quickly why this man is where he is and why his behavior is acceptable. You see all the people that email you pretending they care and offering to inform Mr. Garth Blumenthal, either never do or if they do then clearly Mr. Blumenthal is ignoring the issues brought to his attention.
A company is only as good as the expectations set from them.
As a business owner that has grown a business to a relative size and has been fortunate enough to be able to afford much I learned that my business grows from what is planted.
Fletcher Jones needs an involved owner, a new GM, and a good hard look at their sales managers. As for the owner, he needs to stop riding the "biggest MB dealer..." mantra and focus on Newport Beach as it is not the dealership that is making you ....... we are all aware.
James Sarvey is a disgrace to the reputation Mercedes-Benz has built for itself. More over he is a disgrace to his profession and hinders his salespeople. BTW this review is from a March visit as I am still waiting for the GM call.
Other Employees Tagged:
"Best Sales Manager James Sarvey"
Salesman John Halaka was so considerate and accommodating. Car expert Tom Johnson was incredibly friendly and kind while his expertise on the car was second to none. And if it wasn't for Senior Sales Manager John Sarvey, who was so wonderful and truly made the entire experience lovely and painless, I wouldn't have come back. They truly treat you like family and as long as I'm alive I will never go anywhere else for a car. My family feels the same and my friends will too!!!!!!!
"2nd Lease "
- Joan A
Truly exceptional service by entire staff
This was the second lease I entered into with
Fletcher Jones and was treated very fairly and they had my best interest in mind
"Wouldn't buy a car anywhere else- first class service!"
How easy is it to buy or lease a Mercedes at this dealership?!! Too easy! I've gotten 3 cars here in the past 3.5 years- each with nothing but top-notch customer service. If something is so easy- why change it? I will never buy or lease a car from another dealership again. Paul Brown, James Sarvey,Brian and the whole team are incredible. Ask and you shall receive ( within reason of course) and if not they will work there best to leave the dealership happy! ??
- Big John
Great experience, the people I delt with were all exceptional. Over the past number of years I have leased several cars from F.J. and would not think of going anywhere else. This car looks great and is fun to drive.
"Excellent Experience. Thank you to a great team!"
The team went above and beyond to make our deal one we could not resist and we are excited with our choice. Thank you for your professionalism and making us feel very comfortable!