Bumpy ride but ultimately worth itWritten by jwold1 on 11/29/12 01:51:29 PM PST Go back to Sales reviews
Recommend this dealer? Yes Purchased a vehicle from this dealer? No
Despite an initially negative interaction at this dealership, I ultimately bought a car here and feel that I got the best deal that I could get at any location in the bay area. Specifically, I would like to commend Les R., whose particular conscientiousness helped the deal to ultimately go through. When I originally went to the dealership, it was a busy time of day, and he was unfortunately helping another customer. We had been working with Les for nearly six weeks to arrange for the sale of the car prior to the visit. Someone unfamiliar with the details of these conversations helped us, and quoted us a higher price than we expected. After the deal went south, Les intervened and corrected the mistake. Despite the enmity that had developed between me and other members of the staff, he remained friendly and respectful. He supervised every step of the process and made our return trip stress free. We appreciate the quality of the vehicle and the customer service we ultimately received here.
Original Review - My experience with Sunnyvale Ford indicates that they are [non-permissible content removed] or incompetent. Whichever reason, I thought it might be helpful for you to hear about my visit prior to shopping there yourself. It was the worst consumer experience of my life and confirmed every negative preconception I had about the car buying process. I was interested in purchasing a newly released model. I searched the internet and identified the sticker of a vehicle with my specifications that was due to ship to the Sunnyvale location. I contacted Leslie R., a sales associate at the office, and asked if I could purchase the car. My understanding was that as it was a new model, I would pay the sticker price. (After all, I had seen the sticker on line). I placed a deposit on the car and after a number of email correspondences, was informed that the car had arrived. During this process, I was clear that it was a 47 mile drive each way through traffic, and that I expected the deal to be straightforward. My experience was anything but straightforward. I called in advance to inform them that I would be arriving in about an hour and a half. Les R. was at the site and introduced himself, but took no further part in my “customer service”. An unctuous man in an ill-fitting suit left me waiting in a bunker-like hall that looked like a Lithuanian airport lounge as he proceeded to “get my quote”. He returned with a hand-written offer over 20% higher than the sticker price I saw on-line. Obviously, I was surprised. When I requested to speak to Les, I was repeatedly told that he was unavailable because he was helping other customers. This began the back and forth in which I was left to wait in the bunker, while they could “get me the best deal possible”. Notes that Les apparently had taken throughout our conversations materialized with a quote about $2,000 less than the most recent offer. At no time had these figures been shared with me throughout the weeks of phone and email correspondence. If these notes had been so meticulously maintained, why were they not reflected in the price I was offered when I walked in the door? I spoke with the manager, who explained that the car was too rare for them to sell at the asking price. He told me that if I didn’t buy it from them, I would not receive a comparable offer from any other site and proceeded to try and sell me several other car models I had no interest in. I never was permitted to speak to the person who made me the original offer. My impression is that they were leveraging the distance I travelled and the new model of the car to extort a substantial additional sum of money from me. I should mention that even getting to the point of finding out the car had arrived required tenacity on my part. I received frequent chain emails from the Sunnyvale sales department that did not instill confidence that they knew who I was or that I was actively seeking a specific product. Les would call me with partial information about the car, promise to contact me back and require several emails and phone calls to do so. I tried to contact him by email to get his perspective on my visit to the dealership. I have not received a personal reply, but fear not, I still receive his weekly mass e-mail spam. In short, I do not recommend this dealership. I think they are at the least poorly organized and incompetent, at worst duplicitous and unethical. I wish you better luck than I found here with your car search.