Tony Coogle

Sandy Sansing Chrysler Dodge Jeep Ram of Foley responded

Josh, I'm sorry you're disappointed with your experience, but I do want to clarify a few things. We negotiated the price of your vehicle, reached an agreement, and fulfilled every commitment we made during that process. At no point did we promise a second key, nor was one included in the negotiations or purchase agreement. Your request for an additional key came after the sale was completed. While I understand that you spent a significant amount on the vehicle, the purchase price does not reflect the dealership's profit. Regardless, we honored everything we agreed to provide. We also offered to help you purchase an additional key at our cost. Our reason for responding to your review was simply to address your concerns, not to create the appearance of resolving something privately. However, listening to a concern does not necessarily mean we agree that the dealership failed to meet its obligations. I'm sorry we haven't met your expectations, but I stand behind our team and the fact that we delivered exactly what we agreed upon. Tony Coogle General Manager Sandy Sansing Chrysler Dodge Jeep Ram of Foley

Josh.kelly06 responded

Thank you for responding. From our very first communications, your dealership made it clear that personal, human connection didn’t matter and that this was 100% transactional. You knew we had lost our car in Hurricane Isaias. We were forced to dip into our savings to buy a new-to-us vehicle. I’m not saying knowing this should have led you to make a deal that cost you money. But when someone is spending nearly $70,000 on a car they didn’t know they needed a week ago, a little compassion goes a long way. Within days of driving it off your lot, we found more problems. The running boards move up and down while driving like a bird flapping it's wings. The vehicle's Wi-Fi hot spot is also not working, which is why we and your salesman couldn't connect it to the Ford app at delivery. When we contacted your service department, we were told to take the vehicle to Ford because the extended warranty we purchased from you doesn't take effect for 30 days. The car is now at World Ford (Group One) in Pensacola, for who knows how long, where they are working to resolve the issues. I understand that buying a used car comes with inherent risks. That is why we purchased an extended bumper-to-bumper warranty covering up to 150k miles. You may not have known about the running boards or the hot spot issue, but you certainly knew there was only one key. Now you want to charge us $300 and require us to drive over an hour back to your dealership, only on Wednesday, in the middle of the work week, to get a second key needed to operate basic functions of the vehicle. Meanwhile, your service department won't address the other issues because our warranty hasn't kicked in yet, leaving it as a problem for us and Ford to sort out. That is a poor way to do business. Based on past experiences, I knew better than to buy from Sandy Sansing. Unfortunately, you had the car my wife wanted, and aside from buying a vehicle sight unseen, you were my only option.

Josh.kelly06 responded

I’m guessing by the silence that you aren’t sure how nor care to address the issues that you wanted to discuss. By replying both publicly and privately, with the exact same message, it again made it clear that, publicly you want everyone to see that you reached out and are working to resolve things but wanted me to respond to you privately so you could handle this with the same level of customer service that Sandy Sansing dealerships have a track record for and everyone would assume you made everything better. Well it’s not better and I’m not even sure why you reached out knowing that you were going to be unwilling to resolve anything. What was your intentions for reaching out? What did you expect to get out of this exchange? When you asked for me to discuss my visit, there has been no discussion. We got our car back from Ford (Group One in Pensacola) yesterday evening and paid $15 more than you were trying to charge me for a new key and you were claiming to get me the key at cost. There is no way I believe that you were only going to make $15 off of a new key so either you were lying to us or your key guy charges you more. Either way, we shouldn’t have had to purchase a second key! I look forward to hearing back from you but not expecting too.

Josh.kelly06 responded

You are right. My complaints aren’t with what you promised. I even rated your dealerships finance depart and time spent in the dealership high. Where I strongly feel like you missed the mark and continue to miss the mark is with customer service and the experience. If you backed your customers like you are your sales team then you could have changed my entire outlook of Sandy Sansing. I fully expect you to stand behind your team. In every other situation, that’s exactly what Sandy Sansing has done in the past which is why over a decade later, at a different dealership, I’m still experiencing the same poor experience. You didn’t need to promise us a second key because you never disclosed that there wasn’t a second key. You don’t need 2 keys to test drive the car so we had no way of knowing. The salesman knew from the beginning because after handing us the one key and us asking for the second, he made a comment about looking for the other key when he grabbed the key before the test drive and realized there was only one. We assumed the car would come with 2 keys. We were wrong to think a $68k vehicle would come with 2 keys. You also didn’t address any concerns. I don’t believe that I ever mentioned that you didn’t meet your obligations. You have made it very clear that this was 100% transactional, customer service be damned. You knew what we were asking for before the review was ever written, so your goal was not to “listen” to my concerns. I also can agree that we don’t have to agree with each other and at this point, I’m sure we aren’t going to agree on what kind of relationship a dealership should maintain with its customers. My review of my experience was factual. After spending 68k on a car, we asked for a $350 key and was told that we didn’t spend enough money. I also could go into the repairs that we were told to go to a different dealership but anyone who cares enough can just reread the above post.