Amazing Customer Service
November 5, 2018
Bianco Auto Sales has an excellent selection of automobiles, but so do lots of car dealers. What really sets Bianco apart is their customer service, their trustworthiness and their loyalty. When it comes to buying a used car, those are by far the most important factors, and nobody comes close to matching Bianco on any of them. In 2014 I bought a 2000 Ford Expedition from Ed at Bianco. It was a great car at a great price, and I never had any problems with it until about a month ago. When I was getting the car inspected, the mechanic informed me that the way the brake lines were routed was potentially problematic. I hadn't had any work done on the car since I purchased it, so I knew that it must have been that way when I purchased it. My mechanic told me it would cost about $600 to fix the problem. I called Ed at Bianco and explained the situation, and he seemed legitimately concerned about what I was telling him. He said he would need to talk to the owner (Frank), but that they would see if they could help me out. Over the next couple days Ed was unable to circle up with Frank about my issue, but Ed called me at least once a day to assure me that he hadn't forgotten about me, and that he would raise it with Frank as soon as he could. This was both extremely comforting and quite surprising, because it reflects a rarely seen level of caring and dedication. After Ed spoke with Frank, they decided I should bring the car to their facility so they could better understand the problem. I resisted somewhat because it's a bit of a drive to Stamford, and I didn't want to drive all that way to find out they weren't going to help me. Ed assured me that they would do the right thing, and because he seemed (and is, as it turns out) a trustworthy and stand-up guy, I agreed. After quickly looking at the brake lines they agreed that there was an issue, but said they would need to put the car on the lift and remove the wheels to understand how serious it was. It was Good Friday and the mechanics were leaving early, so they asked me to leave the car for the night and I agreed. As I waited for my wife to pick me up, the staff could not have been nicer. While I waited they offered me a beverage, and the use of a desk and computer that were unoccupied that day. And keep in mind, at this point the staff knew I wasn't there to buy a car, so it's not like they were trying to close a sale. They are just good, nice, helpful people. The next morning, Ed called to say it would cost about $450 including parts and labors. He also told me that Bianco would cover the entire cost. This was, of course, amazing news, and further confirmed what was becoming obvious: that Ed, Frank, and Bianco Auto Sales in general are in a league of their own when it comes to customer service. Ed noted, however, that there was a catch: it was possible that in the course of the repair, the calipers might break. If that happened, they were hoping I would be willing to help cover the cost of replacing them. He said that at most, they would ask me to cover $100. I agreed. Honestly, I fully expected that they'd hit me with that $100 charge. I was wrong. Even though it was his day off, Ed called me the next day to let me know the repairs were done, that I could pick up the car at any time, and that I didn't owe them a cent. To say that I was impressed by the experience would be an understatement. Every step of the way -- from the little things (like going out of their way to keep me updated) to the big things (like paying for the repair out of their own pocket), Bianco went far above and beyond. I would strongly recommend them to anybody who needs a car. You can find a car anywhere, but you're not going to find that level of customer service, trustworthiness and loyalty anywhere but Bianco.