Dear Dealership Management,…read more
I am writing to share my disappointment regarding my recent experience purchasing a 2025 Crown from your dealership.
I initially called and made an appointment specifically to come in and see the vehicle. Upon entering the dealership, I was immediately approached by a salesperson named Ocean, who had a handful of paperwork and insisted that I sit down and complete forms before even seeing the car. I politely explained that, at that point, I was simply there to see the vehicle and was not yet prepared to discuss purchasing it.
After a considerable wait, Ocean eventually returned with the key. Unfortunately, she seemed to know very little about the vehicle. I initially overlooked this, assuming that I could evaluate the car myself. However, when I asked to test-drive it, I was told that I could not because the insurance card I had with me had recently expired. I have maintained insurance with USAA for approximately 50 years and simply did not have my updated card with me. While I understand that dealerships have policies they must follow, the way the situation was handled left me feeling frustrated and unwelcome.
Rather than taking the time to show me the vehicle, answer my questions, and allow me to become comfortable with it, the focus seemed to remain almost entirely on paperwork and purchasing the vehicle. I became so frustrated that I ultimately left the dealership.
The following day, I decided to give your dealership another opportunity after receiving an email from one of your managers assuring me that I would be dealing directly with management. When I returned, however, Ocean was once again involved in the process despite my dissatisfaction with the previous day's experience.
I ultimately purchased the vehicle, but the process lasted from approximately 10:00 a.m. until nearly 6:00 p.m. At 66 years old, I have purchased dozens of vehicles over my lifetime, both new and used, including vehicles directly off showroom floors. This was, without question, the most frustrating and unnecessarily lengthy car-buying experience I have encountered.
Unfortunately, my concerns continued after the sale. I had paid for an additional key, and Ocean assured me that it had been ordered. After approximately two weeks and three follow-up phone calls, I discovered that the key apparently had not been ordered when I was originally told it had been. During that time, I received several different explanations, including that Ocean had been away on vacation. The conflicting information made it very difficult for me to have confidence in the communication I was receiving.
I do, however, want to make a point of recognizing Eddie Perez in your service department. Eddie was the bright spot in this entire experience. Once he became involved, he was courteous, helpful, professional, and managed to get my key taken care of in one day. His customer service was outstanding, and I believe he deserves recognition for the way he handled the situation.
Unfortunately, based on the overall sales experience, I cannot say that I would feel comfortable recommending your dealership to friends or family. I hope management will take this feedback seriously and use it as an opportunity to improve the customer experience, particularly regarding sales practices, communication, product knowledge, and follow-through after a sale.
Thank you for taking the time to review my concerns. I would welcome the opportunity to discuss my experience with a member of management.
