"Bad Customer Service, Worst Managers."
I contacted this dealership this past Sunday regarding a Mercedes GL they have for sale.
I spoke with Jaime from sales and arranged to have it ready for when I arrived. I also asked him if the dealership had a Level 2 charger for my electric car since I was coming from some distance and needed some juice.
He stated he didn't' know and then after asking he didn't have. Let's stop for a second to say that this dealership DOES NOT HAVE A CHARGER, which I find surprising, and of course dated, hope they get to this century soon.
Anyway, I asked him to find me an outlet at least to charge it, and he said that they didn't have, and the service people were not there.
After thinking if I was going to deal with someone that tells me they don't have a charger in a whole dealership I told him thank you, and I went anyway.
When arrived I asked for an available salesperson, and someone came and offered his services, after introducing myself I requested an outlet to charge my car, and he said they didn't have those.
I spoke to the receptionist and asked her for a manager, so I can solve my problem before checking the car I was interested in.
The lady contacted the manager, and after talking to him over the phone, they agreed that I couldn't be helped with and OUTLET???
I asked her for his name to report him to corporate, and she stated why I'd report him if he didn't have time for me, and I said he didn't care to help me, so I was going to report him. Then she contacted him again and asked me walked to meet him.
This gentleman was sitting at a desk and asked me how he can I be helped me. I stated that I just needed a wall outlet to charge my car, to what he said that the sales person said they didn't have one. I asked him how they could not have an outlet in the whole dealership and he began asking me questions like: Where did I buy my electric car? Honestly, I rolled my eyes because frankly, I have no idea why someone that was busy to help me asked me the stupidest questions instead of instructing someone to help me like maintenance or himself or some salesperson.
After I rolled my eyes of disbelief on what I was experiencing he mentioned that it was okay for me to report him since he didn't have time for that.
His name is JOHN KIRSCHNER. I wonder how this company chooses the managers, but evidently, they have a lot to learn about customer service.
So with no help, but still needing to see the car and charging my car I proceed to look for an outlet myself which I found less than 15 feet from where John Kirschner was sitting.
I'm adding the pics to show their level of disregard.
Therefore after discovering that I asked the receptionist if it was okay to use that outlet to charge my car and she stated that it was fine.
After plugging my car, I went back and requested another salesperson who was provided with a very nice gentleman and proceed to check the vehicle.
The following day I sent an email to top management to discuss what happened to the General Manager Marcos Esquenazi and also to the Customer Retention specialist Nicole Minello. Of course, none of them contact me back, but someone else did, the internet manager Jose Tejada called me and asked me what happened, but when I explained with words he didn't agree to he hang up on me. This gentleman Jose Tejada has a fragile skin, and he is not prepared to deal with an angry customer that instead of calming him down the only hang up since there was no explanation to what happened to me or what he wasn't able to fix or even to understand.
This dealership is complete dated they don't understand that cars now come electric, they explained that they don't sell electric cars, okay with that but here we are a prospective customer that we do have them.
Also no idea about chargers or how to charge it, we are supposed to be in the Meca of knowledge about cars, they are supposed to sell against the competition that HAS those cars. But they have no idea how they are or how they work, AMAZING INCOMPETENCE, that shows from the sale team, a clear reflexion of management and this one from the General manager Mr. Esquenazi.
Hope sir you resign and let that position to be covered with someone that cares about customers, also that will nurture their team in knowledge and even customer service, which is very clear you lack entirely off.
Please be away of this place if you would like a modicum of knowledge an customer service. If not Caveat Emptor!