Richard Heimbrock | Page 3

This is the second vehicle that I purchased from the dealership. I had a great experience the first time and didn't hesitate to come back when I needed to purchase another vehicle. I visited a lot t dealership. I had a great experience the first time and didn't hesitate to come back when I needed to purchase another vehicle. I visited a lot to look at some of the cars that were advertised on the website and was approached by a sales person; Dennis Hill. He wasn't very knowledgeable about the vehicles in stock and was not friendly or welcoming, he also didn't offer a business card. We discussed the cars that I was interested in and he committed that he would follow up with me in the coming days with updates on pricing, availability and such. I waited several business days and did not hear back from Dennis. I eventually came back to the lot and was unfortunately given to Dennis to work with again. He had no explanation as to why he didn't follow-up with me as discussed in my first visit. We looked at some vehicles together and he was virtually unwilling to help me come up with options to get the vehicle that I was most interested in. His basic message was that I needed to decide on something else or go elsewhere. I had resolved that I should purchase a vehicle from an organization that really wanted my business. A few days later, I received a call from someone in the Finance department, who asked if I had made a purchase or if I was still in the market for a new car. I mentioned that I was still searching but had had a negative experience at the Kings Automall location. She committed to me that if I was open to it, she would set me up with someone who was sure to take care of me. She set an appointment with Rich Heimbrock and I met with him the following day. Rich was extremely pleasant and a great listener. I discussed the vehicle that I was most interested in and what challenges I was facing. There was not a vehicle in the system to match my needs, but he asked that I give him time to find something for me. Over the next few days Rich communicated to me about cars that I may have some interest in. Eventually, he found the exact car I wanted. He was direct and candid about what I needed to do to get into that vehicle and within a few hours I was making a down payment. Rich made me feel important and that he valued my business. After such a great experience with Rich, I was again disappointed upon delivery of the vehicle. The car had been washed on the outside but that it is. The inside was completely dirty and the trunk was even worse. I was very disappointed that after a commitment was made that I would be able to take delivery on the car at a specific time, and in a certain condition. I had to waste most of the following day waiting to have the car detailed. Even after arriving late that day when delivery was promised, the car was still not ready and at another location across town. Rich, again was extremely apologetic and expressed empathy to me. After the car was cleaned up, I began to feel the excitement of having something that I really wanted. Overall, with the exception of my dealings with Rich my experience left a lot to be desired. My first experience with the dealership was great, I purchased a car from Tracy Gracston and had such a good experience that I came directly to the same dealership as soon as I needed a car. After the disappointment of this experience, I would be hesitant to recommend that someone subject themselves to such an experience when trying to purchase a car. More

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