I would give 0 stars if I could. My wife and I went to Lester Glenn Buick GMC to look at a pre owned truck that we saw online. Before traveling to the dealership, we were texting with two salespeople who were very friendly and said they spoke with their manager and they are flexible on the price of the truck as long as our offer is reasonable. When we arrived, we asked to go over numbers because we know where we wanted to be at with payments. We were told we were not able to do so and that we had to look at the truck first. When it was time to work with the finance manager, he was rude and abrasive. They were extremely judgmental that the services on our trade-in (Jeep Wrangler) weren’t listed in Carfax as if we had something to do with that. We take our Jeep to a local dealership to be serviced regularly and recently had a multipoint inspection in which it came back in good standing. The Jeep was barely driven since then as it is not a main means of transportation. Jerry tried making up a problem with the engine saying it sounded loud, meanwhile it didn’t sound any different than any other day (even when it was fully inspected). Jerry said he had a used cars salesman take a look too who agreed with him. I am more willing to trust a certified Jeep mechanic than a GMC used car salesman. We have two young kids and would never drive a faulty vehicle. Jerry tried to use that as a bargaining chip for not shaving a few hundred dollars off to meet us in the middle. Multiple sales managers mentioned they are flexible on the price and he was not willing to work with us. After leaving the dealership, we called him back because we were able to come up with additional funds to meet him closer to the number he wouldn’t budge on. We were pre approved for a loan through Chase with a lower interest rate that he could offer. (Side note, the saleswoman originally said it was great we were pre approved through Chase because that’s who they use). When speaking with Jerry on the phone, he told us that he would accept the deal if we were willing to use one of his banks because if we used ours, he wouldn’t make money back on the interest rate. We were open to it if he could give us the same rate. We left the phone call saying we would tell him what time we would be back to sign the paperwork as he told us we had a deal. As we are making arrangements to have someone watch our children so we can drive back down, he calls us back and says he’s not comfortable with it and he’s not willing to work with us. The salespeople prided Lester Glenn on being family oriented and willing to work with its customers without all the hidden fees. They mentioned they would never try to pull one over on their clients meanwhile the finance manager flat out admitted he didn’t want our preapproved loan because it would be less money in his pocket since it’s not one of his banks with a higher interest. That was the only reason. We are beyond frustrated with the unprofessionalism we experienced today. My wife mentioned I am a veteran and no one at the dealership thanked me for my service. Meanwhile, hanging in someone’s desk was a sign saying they appreciate the military. We left extremely frustrated and very disappointed with what we experienced today. Even if they couldn’t budge on the numbers anymore, be respectful about it. We were treated as if we were bothering them. Their team also needs to get on the same page because everything that was said would contradict what another person at the dealership said. After we were told no he wasn’t comfortable with using our pre approved loan for what he agreed on, I checked the listing online and they raised the price of the car by $2,000. Funny how that works. Talk about family friendly and putting the customer first…..
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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