Newly Bought Car Failed Inspection, Salesman Faked Sick When Things Went Wrong, Sold with Thousands of Dollars Worth of Features it didn’t Have, AND MORE...
TLDR: Newly Bought Car Failed Inspection, Salesman Faked Sick When Things Went Wrong, Sold with Thousands of Dollars Worth of Features it didn’t Have, Impossible To Get in Touch Once Check Cleared, Listed Problematic Trade-In without Addressing Issues, Other People Here Claiming Lemon Sale
Read the full horror story at: eastsidemotoringwaltham.com
I hate to even write this as Lorenzo and team came highly recommended from a family member and they boasted a reputation that sounded tough to match, including a CarGuru’s certification for being a Top Dealership. My experience, however, certainly didn’t live up to the hype - in fact, it will go down as one of the worst customer experiences I’ve ever been a part of.
In the sales process, Nick was responsive and answered questions almost immediately via text and phone. However, once he had my money and things went wrong (failed inspection, missing $2,900 worth of features) he was impossible to get in touch with to the tune of 4 unanswered emails, 6 text messages, and 10+ calls over the 7 days that followed.
On one of the occasions I called the front desk and asked for him, I could hear him tell the receptionist to “Tell him I’m out sick” - when they refused he said “then just put him through to my voicemail.” The charade continued for several days, but he forgot to get the other members of the front desk on board as every time I called and asked if he was in they would respond with something along the lines of “yup he’s at his desk now, I’ll transfer you over.”
The new car I had just purchased from him failed inspection due to the tires I was told had a “7 out of 9” in terms of life left in them. The State of Massachusetts clearly felt differently, and no one seemed to have much urgency in doing anything about it.
I finally got Nick & Lorenzo’s attention (after several requested call backs went unfulfilled) when I arrived in person at the dealership. I spoke with Lorenzo who was seemingly apologetic, and acknowledged that Nick wasn’t sick, but his proposed resolutions didn’t acknowledge the gravity of the situation, nor the frustration experienced along the way.
I had suggested that along with new tires (which the lemon law obligated that they address) we include the warranty we had discussed in the sales process as a replacement for the features that were missing (as it was a comparable cost), but was told the price of it had increased $1,000 in the short time I’d had the vehicle and therefore it wasn’t an option.
I have been professional and operating in good faith for an equitable resolution despite these frustrations, but even in a world where we give them the benefit of the doubt on all of these things, the entirety of the transaction was simply unacceptable.
They shouldn’t have sold a car that can’t pass inspection and when it failed they should have made it a priority.
If Nick was sick, he should have directed me to someone else, or had someone else get in touch. It was clear that upon handing them my money, I was no longer a priority.
If they thought the features were there, and charged for them, they should have been willing to reconcile the cost difference.
Finally a few words of caution to anyone considering buying:
I sold my previous vehicle to them, with known and acknowledged defects, but they had the new listing up faster than they could have possibly addressed the issues with it. The current CarFax shows no changes or services have been done since they acquired it
They then listed it 71% higher than the Kelly Blue Book value
The vehicle I purchased from them was priced $5000 more than another identical one 20 miles away (lesson learned on valuing reputation)
All vehicles were promised to come with a full detail - mine did not.
While in the waiting area for the tire replacement, there was another gentleman who voiced his concerns over being sold “a Lemon” citing that the vehicle he bought is “trash and we want our money back.”
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Read the full horror story at: eastsidemotoringwaltham.com
I hate to even write this as Lorenzo and team came highly recommended from a family member and they boasted a reputation that sounded tough to match, including a CarGuru’s certification for being a Top Dealership. My experience, however, certainly didn’t live up to the hype - in fact, it will go down as one of the worst customer experiences I’ve ever been a part of.
In the sales process, Nick was responsive and answered questions almost immediately via text and phone. However, once he had my money and things went wrong (failed inspection, missing $2,900 worth of features) he was impossible to get in touch with to the tune of 4 unanswered emails, 6 text messages, and 10+ calls over the 7 days that followed.
On one of the occasions I called the front desk and asked for him, I could hear him tell the receptionist to “Tell him I’m out sick” - when they refused he said “then just put him through to my voicemail.” The charade continued for several days, but he forgot to get the other members of the front desk on board as every time I called and asked if he was in they would respond with something along the lines of “yup he’s at his desk now, I’ll transfer you over.”
The new car I had just purchased from him failed inspection due to the tires I was told had a “7 out of 9” in terms of life left in them. The State of Massachusetts clearly felt differently, and no one seemed to have much urgency in doing anything about it.
I finally got Nick & Lorenzo’s attention (after several requested call backs went unfulfilled) when I arrived in person at the dealership. I spoke with Lorenzo who was seemingly apologetic, and acknowledged that Nick wasn’t sick, but his proposed resolutions didn’t acknowledge the gravity of the situation, nor the frustration experienced along the way.
I had suggested that along with new tires (which the lemon law obligated that they address) we include the warranty we had discussed in the sales process as a replacement for the features that were missing (as it was a comparable cost), but was told the price of it had increased $1,000 in the short time I’d had the vehicle and therefore it wasn’t an option.
I have been professional and operating in good faith for an equitable resolution despite these frustrations, but even in a world where we give them the benefit of the doubt on all of these things, the entirety of the transaction was simply unacceptable.
They shouldn’t have sold a car that can’t pass inspection and when it failed they should have made it a priority.
If Nick was sick, he should have directed me to someone else, or had someone else get in touch. It was clear that upon handing them my money, I was no longer a priority.
If they thought the features were there, and charged for them, they should have been willing to reconcile the cost difference.
Finally a few words of caution to anyone considering buying:
I sold my previous vehicle to them, with known and acknowledged defects, but they had the new listing up faster than they could have possibly addressed the issues with it. The current CarFax shows no changes or services have been done since they acquired it
They then listed it 71% higher than the Kelly Blue Book value
The vehicle I purchased from them was priced $5000 more than another identical one 20 miles away (lesson learned on valuing reputation)
All vehicles were promised to come with a full detail - mine did not.
While in the waiting area for the tire replacement, there was another gentleman who voiced his concerns over being sold “a Lemon” citing that the vehicle he bought is “trash and we want our money back.”