Ruben Antelo | Page 16

Terrible Experience I have never received such poor service in my life. The lack of communication from this dealership is beyond words.My husband and I purchased our vehi I have never received such poor service in my life. The lack of communication from this dealership is beyond words.My husband and I purchased our vehicle on a Saturday and were told we could bring it home on Monday. We were just waiting to speak with the insurance company; who was closed at the time. Monday came, I got the insurance squared away, and we received a call from our sales man stating we could not pick it up that my truck was pending a part. We were unaware of any issue with the truck and that it required a part. I inquired and asked what part they were waiting for. They stated it was a seat belt, that it was a safety issue and needed to be fixed before it could pass the safety inspection. This was all well and fine but why weren't we told prior? We were however told the emissions/safety inspection was all set and the truck passed it was just pending a sticker. That is what our salesman told us. Why, if that wasn't the case, did they give us the impression we could just drive our truck home on Monday? I asked when the part would come in and they stated it was ordered on Friday so it should be in no later then Tuesday. We were then told that each day after, until Thursday it finally came in. My husband and I drove again over an hour away to finally pick up our truck. They told me all that was left was registration, which they would take care of, and we would be all set. Two weeks later, I received a phone call asking when I could meet one of their runners at the DMV. I was confused, I was told that they would take care of this. I asked what I needed to do at the DMV and they stated the truck needed a vin verification and emission in my state. I said fine, I did all that out by me and faxed them the paperwork. I have driven to their dealership twice so far (over an hour drive each way) and I was not about to drive to the DMV which was also over an hour drive from me, in the middle of the week on a work day. I ate the cost of the emissions test, that I should not have had to pay for, but did anyway. Two days later my registration was complete. However, I had specifically asked for them to transfer the registration from my old truck to my new one. They said that would not be an issue. So when I got my new registration in the mail, it came with a new set of plates. I was beside myself. They deliberately did what I asked them not to do and as a result I have to return my old plates to the DMV. To top it all off we have had the truck in our possession for two weeks and the check engine light came on this morning and it started sputtering at each stop light. I called and spoke to Gary in service and was told the vehicle needed to be checked by their service guys and that they are only open Monday-Friday. This is a major inconvenience, they do not offer rental cars in the meantime, and its over and hour drive away. I called back and spoke to a manager who stated I could go anywhere I wanted for service as long as they took my warranty. So, I found a service place close to home and when they plugged in the reader they read 16 different codes. Now I am dealing with the warranty company and have to get a bunch of issues fixed. We are VERY unhappy with the major lack of communication, being pulled in multiple directions, and not receiving the top notch service they swear by. We will never do business with you again and I will NEVER recommend anyone to purchase a vehicle from you! More

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I WOULD DO BUSINESS AGAIN I am a difficult car buyer. I am a natural skeptic. I am also realistic when it comes to car buying. When visiting I dealt with Ruben. I did not immed I am a difficult car buyer. I am a natural skeptic. I am also realistic when it comes to car buying. When visiting I dealt with Ruben. I did not immediately feel like I was dealing with the classic scam artist car salesman.. He was straight forward and explained the price quoted on cars.com was with $3K down payment which all car dealers have some type of down payment in their pricing. Most people would feel scammed at that point, but I have been to several dealerships and they all do it. I was able to negotiate the price to a reasonable price and decided to make the purchase. The point I want to make is that some things did go wrong before finalizing the sale. But, the steps taken to correct what went wrong is what I was impressed by. I work and deal with customer service and I thought their actions to correct what went wrong was admirable and worthy of notoriety. The manager Bob did exactly what a manager should do. That is make the customer the most important part of the process. Overall, they realized their errors and did everything possible to fix the errors. Their credibility with me is intact and I would do business again with them. More

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