This is a copy of my email to the General Manager of this dealership - Dear Sirs, Thank you for checking in on me and asking me about my visit to AutoNation yesterday. You must have great confidence on the level of customer service that your dealership offers. Sad to say, that this was not the case with my visit yesterday. I came in to have my trade-in vehicle priced so that I can compare it with other offers. I gave Rodney the pay-off quote which I got directly from my account. I was introduced to Nicole as the finance officer taking care of my business. I made it clear to Nicole that I am not planning to put any money down because, based on other quotes I got for my vehicle, I will have at least a thousand dollars extra that I can use to put as a downpayment. When Nicole came back to talk to me, she was quite rude. She insisted that I owed more money from my car loan even though I got that directly from my account. She argued with me on this while she is standing up towering over me who was seated. Now, we all know this is customer service 101. You NEVER stand over your customer and act like some condescending individual. Believe me, if I had the keys to my car at that time, I would have just left everybody because I never have had somebody talk to me like she did. AND TO LIE ABOUT THE BANK LOAN. She inflated the price that had to be paid of on my car - about $5900 instead of the $4700 that was the payoff amount. Then, when she was done having her preschool tantrum, she walked off saying - “You can’t get a loan for a $30,000 car without money down and paying less than what you’re paying now.” She was already out the door by the time she was done talking (or should I say yelling) that I didn’t have the chance to tell her that I can - if I get offered a fair price for my trade-in. Rodney was not any help either. For a sales person, he needs more training. He started off by telling me that my car “has problems on its turbo.” Seriously? Yes, my Juke is actually higher end. I have 3 driving modes, leather seats, moonroof, and Rockford Fosgate speakers, to name a few. It’s dirty and it has been driven a lot of miles, but it’s not cheap and it’s been kept up well. I may be female, but I do know my car. The only problem it has right now is that it has a CV boot broken on the front. Rodney had the nerve to tell me what’s wrong with my car to justify the paltry amount they gave me for its trade-in. So overall, I have this to say about your dealership - it is run by rude and unethical people. Rude because they don’t know how to treat their customers. Unethical because you have a finance officer and a sales person who will lie through their teeth just so that they can make a sale. And, to top it off, they were both insisting that I buy a used car instead because I can’t afford a new car. Now I will not expect any of you to believe a word I said. I don’t know how far from the tree the fruit has fallen. Those 2 individuals may be a reflection of the general mindset of this whole dealership. And with them lying the way they did, I can expect them to deny and sugarcoat everything so that they are not at fault. Too bad. I helped my Father buy his CR-V from this dealership back in 2004. He came back in 2014 to buy a new one. I have already told him to avoid this place because of how your employees have treated me. They have messed with the wrong customer. I have been known to go over and beyond to let people know when I get good service and when I don’t. So, to answer your question of whether I had a good experience from your dealership, the answer is a resounding NO. Thank you and I hope I don’t have to set foot on your dealership again. Rest assured that corporate will hear of this incident. Thank you,
Margarita Calata Ferrell
Sep 21, 2018
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