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Ted Shepherd is the kind of salesperson every car buyer hopes to find. He listens patiently and answers questions with honesty and integrity. It was a... pleasure to work with Ted. He did not ask me to write this review. I was motivated by my appreciation for the experience.
Thank you so much for your kind words about Ted. We are so happy that you enjoyed browsing for a vehicle at our dealership. Let us know if you have an...y further questions and we'll be happy to help.
Once a service job is done at this dealership, the service advisor, instead of a cashier, helps the customer pay for the service. This seems a nice pr...ocess, because the service advisor can provide a summary of the services done on the car and handle the payment at the same time, saving the customer's time. However, in reality, this could be a BIG pain! The service advisors have not been trained sufficiently to handle the payments. In my case, it took the service advisor (and the service manager who arrived later to rescue) almost 30 minutes to figure out the correct amount I was supposed to pay after several credit card swipes and refunds. The worst part is: in the end, the amount was still wrong. I had to call a few days later to have them correct the error. In sum, I like the service advisors to handle payments, but the advisors must be trained to use the financial systems efficiently and effectively so customers wouldn't waste too much time there.
The other day I received a service coupon in the mail and decided to give this dealer a try, which turned out to be a disaster! When I called Monday t...o make an appointment to have the GPS in my car updated, both the Parts department and Services department said that it would not take long and I should plan just waiting there while the GPS updating was performed. The Service department representative said that the coupon I had received were applicable to the service I would need. When I arrived this morning (Wednesday), the first substantive sentence advisor Jeffrey Balkin said was that he was not sure whether the coupon that got me hooked was applicable to this service. After consulting his manager, he got the green light. Then I waited there for two full hours, during which no one even stopped by the waiting area to tell me what was going on or how much longer I had to wait. I finally went back to Balkin and he then placed a call to the technician. After some further delay, his answer was that the GPS updating was still going on and he was not sure how much longer I should wait. He also said that "usually it takes about 1.5 hours to get this kind of job done." At that point (2.5 hours have already passed since my arrival), I asked to see the service manager to provide an explanation. After some further delay, the service manager Jon LaFond appeared and said the job was done. Then when Balkin processed my payment, it took him another 30 minutes to figure out the computer system to get the right amount. So a 1.5-hour job turns out to be a 3-hour wait. The worst part is their lack of care for customers' needs and feelings. They put me in the waiting area for two full hours without even stopping by once to give me any update. When I requested to see the manager, Balkin blamed the call center for setting wrong expectations (about the waiting time). But Balkin himself said that this kind of job takes about 1.5 hours and he didn't even bother to let me know what was going on after 2 hours of waiting. Is he suitable for advising and serving customers? I don't think so.
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