Jose Carpio

Purchased my vehicle on 8/30, Tuesday, 9/2 had to bring it back because there was a factory defect in the tailgate. The dealer informed me to repair this, the vehicle would have to go to Joey Acardi collis it back because there was a factory defect in the tailgate. The dealer informed me to repair this, the vehicle would have to go to Joey Acardi collision center on Monday 9/8. So now I had to miss more work taking the car to the collision center, then was picked up there by Alma the service manager who then drove me back to the dealer, had to give me a loaner til the work was done. The work was completed by Friday, 9/12 so now I had to leave work early to go take the loaner car back, then wait for an uber to Joey Acardi before they closed at 6pm. (side note Joey Acardi was great). I had to ask for an incentive from Alma of 2 oil changes, which she did give me - but was surprised with all of this a week into owning this NEW car, that I had to ask. So I'm thinking great this is over - Yeah Right. Driving to work on 9/15, I go to use the windshield washer system and nope not working. Here we go again, I contact Alma who tells me to bring it in, I bring it in on 9/16 early morning (mind you I thought the service staff would know I was coming and the rental would be ready because Alma said it was all taken care of... but NO! I wasted 25 mins explaining to Sam Trejo who said he checked and nothing was done, but he got the car looked at soon as he saw my frustration and gave me the paperwork for the rental. The car was ready the same day but I had to again go into work late and then leave early for this. I requested a complete inspection of the car and was told when I picked it up (cuz I asked for a copy of the inspection report) to "check my email the next day" LOL I'm still waiting and have no report. It's 1pm next day as I write this... In the middle of all of this I reach out to my original sales person Collin Kesley (I have all the texts) who I voice my concern of the out the gate issues and frustration of a new vehicle and dealing with this and losing work etc and that he has not once followed up or reached out to me & he knew about it. His response was "we are human" and "these things happen" Needless to say that was, in my opinion, in poor taste. He is a veteran sales person there (14 years at this dealership) there was no follow up from the get go with me, and absolutely no care in what I was saying. I felt very dismissed and as a repeat 3rd time customer at the dealership, based on this experience -never again. I now drive this car less than 3 weeks in, wondering what is next to find wrong with it. The service department and Collin just want to get you in and out. There should've been more care in quality control selling this vehicle and definitely more from veteran employees than treating me like a transaction. As I am writing this, it's next day and has Collin followed up? NO! Alma the Service Manager? NO! Sam Trejo Service Advisor? NO! I get these automated emails - what a Joke! This whole experience thus far has been stressful, frustrating and down right wrong. There should've been an incentive to me - all weather floor mats, complimentary service plan something. This is an example of poor customer retention and service. For a dealership who boats about great service - Definitely not my experience. I hope to God nothing else happens to my brand new car.... I can't go thru this again. On Jose Carpio, he's new so there I saw the typical deer in headlights during the sale. If he's going to continue to be trained by Collin, I do hope he has better follow up and customer service skills. The above is the condensed version of my experience. It has all left me with an uneasy feeling of when the ball will drop next with the car. Guys get better at quality control and taking pride in what you are selling to your customers and not just try to get a sale and commission. This is how businesses fail... by slacking in quality and customer service cuz that's how you lose business. Business is what keeps you employed. More

by Doreen1010 Verified Customer Verified Customer

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