I recently purchased a used vehicle; it was during this experience that I encountered the worst customer service I have ever been subjected to.
Seeing as I live in Southern Indiana, I searched for car dealerships within a 75 mile radius – with an affordable truck of my desired style. I narrowed by search down to three dealers with vehicles that met the criteria and price range I had in mind, and then contacted these dealerships and scheduled test drives. The first dealer I visited was uneventful, as the truck simply wasn’t in very good shape, thus I moved on to the next dealership on my list.
The second dealer, much like the first, was a total let down. The truck was in good condition and drove very nicely, but the salesman was unwilling to lower the price.
I had come to the last dealership on my list, which I had intentionally left for last, as it was farthest away (located in Plainfield, Indiana which was about two and a half hours from my home). I didn’t really want to drive this far to look at a vehicle, but honestly, I had high hopes for this truck after running a Carfax report and discovering that it was a one-owner vehicle with an incredible service record.
When the time came, I made the two and a half hour trip to Andy Mohr Chevrolet in Plainfield. After driving the truck in question, I was very impressed and went on to talk to the salesman about the price and some of the other details involved. I had basically made my decision to purchase the truck. Unfortunately, I had to return home to transfer money from one account to the another in order to take care of the down payment that I suddenly planned to make. I informed the salesman of the situation and told him that I would be back that weekend to pick the truck up. Obviously, he told me that was just wonderful and that he would have the truck and all the necessary paperwork ready for me when I came back.
I then returned home to take care of what I needed to at the bank, and waited the three days to make the trip again. My brother drove me up because I wouldn’t be able to drive two vehicles back and besides, it was a long and boring trip.
I arrived at the dealership at the time the salesman and I had agreed upon, and was greeted by a receptionist, who informed me I would have to wait because that particular salesman was out to lunch. I wasn’t very happy about this since we had scheduled a time to meet, but being a reasonable person, I tried to understand that sometimes things just happen. I then waited roughly forty five minutes for the salesman to return.
When the salesmen finally returned, I received no apology or even any acknowledgment of his tardiness. Instead, he handed me a set of keys and told me that I could go show my brother the truck, as it would be a while before he could get the paper work in order.
After waiting yet another forty five minutes, the salesman came into the jam-packed waiting room and told me there was some kind of sudden problem and that I had been denied financing. I have what I would consider a very good credit rating, so this came as a surprise and total embarrassment to me. I asked if there was somewhere more private in which he could explain the problem in more detail and make sure there wasn’t some sort of mistake.
He then took me to the office of his finance manager, and told me that this man could answer any questions that I had. The finance manager wasn’t able to give me any kind of sensible answer; he simply sighed, “Hey, the economy is bad right now, things have changed in the way money is now loaned.” I told him of my previous car loans and how I had recently been approved for financing through more than one other dealership. When I asked if he could check for mistakes, he snidely replied that there was no possibility that a mistake had been made, and that was nothing else that could be done.
This man never even offered any sort of apology. When I asked if I could speak to the salesman again to vocalize my dissatisfaction, he told me he was busy with a customer and that that wouldn’t be possible at the time. I never had the opportunity to speak with the salesman again, and was never given any kind of apology from anyone at the dealership for my two wasted five-hour round trips. I later e-mailed the management staff at Andy Mohr Chevrolet, never to receive even the shortest of responses.
I finally bought an amazing truck from a dealership less than ten minutes from my house, and received the best customer service I have ever experienced when shopping for a new vehicle. I suppose that the old saying is true – sometimes blessings do wear disguises.
A terrible experience