**Extremely Disappointing and Concerning Customer Service**…read more
My experience with this company has been exceptionally disappointing and raises serious concerns regarding its standards of customer communication and professional conduct.
Approximately two weeks ago, I submitted a credit application in connection with a potential boat purchase. Following submission of the application, I received notifications confirming that my credit report had been accessed and a credit inquiry had been made. Despite this, I have received no substantive communication regarding the status, disposition, or next steps concerning my application.
During this period, I separately communicated with the salesperson, the Finance Manager, and the General Manager. On each occasion, I was expressly assured that I would receive a return call with an update. None of those promised calls occurred. At this point, nearly two weeks have passed without the basic courtesy of a status update.
I recognize that financing applications can require additional time and that there may be legitimate reasons for delays. That is not the issue here. The issue is the complete failure to communicate after repeatedly making specific representations that someone would follow up. Furthermore, the company proceeded with a credit inquiry, resulting in an entry on my credit report, while providing virtually no information regarding the status of the transaction.
From a customer's perspective, this is particularly troubling. A company asking customers to provide sensitive financial information and authorizing a credit inquiry should have appropriate procedures in place to ensure timely communication and accountability. Regardless of whether the financing is ultimately approved, declined, or withdrawn, a customer is entitled to a reasonable level of transparency and professional communication throughout the process.
What is most concerning is that this failure occurred at multiple levels of management--not simply with an individual salesperson. I was assured of follow-up by the salesperson, Finance Manager, and General Manager, yet none followed through. That suggests this is not merely an isolated communication error, but potentially a broader issue with the company's customer service practices and internal accountability.
I had been seriously considering completing a substantial purchase through this company. However, the manner in which this matter has been handled has significantly diminished my confidence in doing business with them. If obtaining a response from the company before a sale requires repeated follow-up and promises from management that are not honored, it raises a reasonable question as to what level of responsiveness a customer should expect once the transaction has been completed.
Ultimately, the issue is not that the financing process has taken time. The issue is that this company requested my financial information, initiated a credit inquiry, repeatedly promised communication, and then failed to provide even the most basic follow-through.
That is not the level of professionalism or customer service I would expect from a company seeking to earn my business, and based on this experience, I would have significant reservations about recommending them to others.
