Earnhardt Ford

On Saturday March 12, 2011 my girlfriend and I were victims of horrible customer service from an employee of Earnhardt Ford in Chandler. We arrived at the dealership approximately 2:30 in the afternoon. We had an appointment with Aaron Fleck to view and test drive a steel blue metallic four cylinder XLT 202A Ford Escape that I had previously contacted them through the Costco Auto program. Aaron introduced himself and stated he would be with us in a moment because he was finishing up with a customer. My girlfriend and I walked over to the Escape and started looking through the vehicle. Once Aaron came to assist us the first thing he wanted to show us was the sync capabilities of the stereo system. Once he was finished with that he offered to take us for a test drive. I noticed that the fuel level was low and the vehicle stated it had ten miles left until empty. Aaron stated the vehicle still could get ten more miles once the vehicle states empty. Aaron then got in the drivers seat and test-drove the vehicle. He stated how the V6 engine gets great acceleration and continued to talk about the stereo system and among other things. Six miles into the test drive Aaron had pulled over onto a residential street and allowed myself to get behind the wheel to test-drive the vehicle. Unfortunately I was unable to do a freeway test drive for fear I would run out of gas. I drove approximately four miles after the vehicle stated the gas tank was empty. I did notice a distinctive sound coming from the vehicle when the gas tank hit empty and going to reserve fuel. Once we arrived back to the dealership I asked Aaron if he had this same color and specifications in a four cylinder. We then walked around the lot looking for a steel blue metallic Ford Escape but were unable to find one with the specifications I requested. I then asked Aaron if I could test drive any color Escape with the specifications I asked about. Aaron found me a sterling gray metallic four cylinder Escape with the 202A package. He then walked back in the building and got a jump-start kit, which he used to jump-start the vehicle. I was able to take this vehicle for a test drive and once finished look throughout the vehicle taking a closer look at the interior specifics. I informed Aaron that I liked the V6 Ford Escape that we drove but only if he could find it for me in a four cylinder. Aaron, my girlfriend and I then proceeded inside where Aaron stated he would look in the computer system and try and find the Ford Escape I originally wanted to see. While waiting Tex Earnhardt walked by us and introduced himself asking us if everything was going well. Both of us responded that everything was going well and then he handed us one of his business cards. Shortly after that Aaron came back with an invoice of a Ford Escape. Aaron had stated that there is a rebate going on that would reduce the price of the vehicle instead of doing the zero percent financing. The first invoice Aaron showed us was for a steel blue metallic 203A XLT Ford Escape without the sport package. He informed me that this vehicle was approximately 300 miles away and would take some time to get here. I informed Aaron that was not the vehicle I specified. He then showed me a second invoice for a steel blue metallic 201A XLT Ford Escape. He informed me that this vehicle was approximately 500 miles away. I also informed Aaron that was not the vehicle I was interested in. Aaron then walked back to an office and searched for more Escapes. He then came back with an invoice showing a XLT 202A Ford Escape in the steel blue metallic color. I noticed the invoice did not show the 17-inch chrome wheels I wanted. I asked Aaron if that could be put on as an after market piece. Aaron stated he could place an order for the exact specifications I wanted but due to it being close to the month of April, Ford has already started making there 2012 models. Aaron stated he could not give us an exact cost of a vehicle because he would have to place an order for the vehicle to get an invoice, and that it would take eight to twelve weeks for the vehicle to arrive at the dealership. I stated can we add on the price of the 17-inch chrome wheels and see what the total cost would be. I grabbed out my phone and used it as a calculator to start adding up the cost of the vehicle. I asked Aaron what is the tax rate in this city in which he replied 8.8 percent. Aaron gave me an estimate of the fees and licensing verbally instead of finding the exact pricing. After finding out the total I informed Aaron that this vehicle was within my price range and that I could afford it. Before we could start the financing options Aaron asked me why I wasn’t looking to buy the vehicle today. I informed him that I was waiting for my tax return in the mail to put a down payment on the vehicle. I also stated that I was still looking at other vehicles and was narrowing down my search. Aaron had stated that with all the vehicles I was looking at that I would not be finished in my search for a couple months. Aaron stated with all the information I had gathered off the Internet that I had already made up my mind on the vehicle I wanted. I informed Aaron that just because the Internet stated certain vehicles were better than others doesn’t mean that I would have liked it in a test drive. Aaron then stated that Earnhardt values in customer service and that if he were to sell me a car today that I would feel like I had not received excellent customer service. I had told Aaron that I was going to be honest with him and stated that he was correct. Aaron asked why did I feel this way. I stated that he has been difficult to work with because I specifically stated what specifications I wanted in a Ford Escape and it took him three invoice and over a half hour of our time. Aaron then proceeded to stand up out of his chair and say that he had been disrespected and stated that I don’t think I can sell you a car and asked us to please leave. As Aaron was walking away I asked to speak to a manager. Aaron had turned around and stated he would not get us a manager and asked us to leave the premises. My girlfriend then walked down a hall where she found an employee and stated I need to speak with a manager right now please. This gentleman replied stating I am a manager but I am with a customer and I will get you another manager. This employee introduced us to Juan Bermudez. Juan stated he was a manager and asked how could he be of assistance. I informed him of the situation in detail starting from the time my girlfriend and I arrived. I told Juan how Aaron never asked for assistance from a manager prior to our incident and Juan agreed that Aaron should have done that. Juan apologized for the customer service we experienced and wrote down his name and that of Roberta McDonald on the business card we received from Tex Earnhardt. He told us Roberta McDonald was the direct contact for Costco. He also stated that once I narrow down my choice of my top two vehicles to come back and see him and he would help us. Juan did not offer any follow up assistance regarding the customer service we received. My girlfriend and I then proceeded to leave.