Coulter INFINITI

One star is too high for this experience. Craig Darling was our salesman, remember that name. During negotiation customer, who had two months remaining on an infinity lease, agreed with Mr. Darling on the following: 1. Purchase Price 2. Monthly Payment 3. Down Payment. 4. Waived lease turn in fee (Mr. Darling assured customer that, because customer was staying with Coulter Infiniti, any and all lease termination fees would be waived). Mr. Darling was aware that this was a 'deal breaker' for customer and customer would go elsewhere if this was not part of the deal. 5. Infiniti would make the final two lease payments on current lease (rolled into note of new purchase). 6. Provide customer with a second key fob for new Mercedes-Benz. Number four is where our issue exists. Mr. Darling informed customer that he 'would take care of it' at time of purchase. Customer was instructed to inform Mr. Darling if a bill came in the mail. After a bill was received, customer informed Mr. Darling, who stated: "being that it is the end of the month and the 'girls upstairs' are busy, I will have to take care of it on the second of the month. Don't worry, I will take care of it. Fast forward one month, another bill comes in the mail and Mr. Darling is gain notified, he instructs customer to bring in the bill and he would take care of the issue. Customer brought in the bill, directly handed it to Mr. Darling and was again instructed that the issue would be resolved. In reality, Mr. Darling did nothing to resolve the issue and made no attempt to do what was bargained for. Instead, he intentionally mislead a loyal customer. This is inexcusable. Mr. Darling was in a position of trust and intentionally used that to a customer's detriment. Full disclosure, normal Coulter Infiniti business practice is to waive lease termination fees only when a customer upgrades to a new infinity. This is irrelevant because Mr. Darling, and in-turn Coulter Infiniti, agreed to waive lease termination for a customer staying with the dealership -instead of going to any number of other Phoenix car dealers. Mr. Darling's actions are disturbing and repulsive. As a fellow Arizona business owner, I would terminate any employee who acts in such a manner -I would also be personally embarrassed, infuriated and appalled by these actions. Mr. Darling's blatant disregard caused a customer to be harmed. Mr. Darling reassured a customer that a financial issue would be taken care of and that the customer needn't worry about making the payment at issue. The customer only found out that the issue hadn't been resolved via phone call from a collections agency. The customer did not lack the ability to pay the lease termination payment, rather was assured that the dealership would waive it. Mr. Darling drug the issue on for several months, resulting in a credit hit to a customer. If Mr. Darling had zero intention of honoring the agreement he entered, the responsible thing would have been to inform the customer. Several irreparable actions were taken by Mr. Darling and it is the hope of this review to caution future potential customers to run in the opposite direction of Craig Darling's office.