The best car buying experience ever!
January 28, 2017
First let me say that I have purchased several vehicles over the past 50 years. I have found that negotiating an agreement with the management is always a nerve-racking hassle. My point is that I always do extensive research into every aspect before talking with a dealer so I am well prepared to "haggle" with the dealership to get my best deal possible.
Because I am 6'8" tall and just don't fit into most cars made today, I have been purchasing full size conversion vans for the past 30 years. Unfortunately, conversion vans are almost impossible to find in New England. To make matters worse, unbeknownst to me, they stopped making the style of van that suits my needs in 2014. I now was forced to search for that nearly impossible to find used conversion van in great condition with low mileage.
After months of looking, I finally saw a van on the internet at a Ferrari dealership in Massachusetts that looked interesting and just had a price drop. My wife and I decided to take the 45 minute drive to the dealership to see the van.
I searched for a "friendly looking" sales person and asked if he could help me. Fortunately, Esmael Rodrigues was the person who took the van in trade and knew all the details. I explained my situation and he took my wife and me to see the van. We liked the van and went back to Esmael's office to discuss what each of us needed to make a deal happen. I asked that the sales manager be in on our negotiations from the start. While we waited for the sales manager we had a friendly conversation about our travel experiences. Somehow the traditional adversarial car buyer versus dealer conflict disappeared and it was friends talking about their past experiences.
Somehow, whatever charisma we had going on increased when Chris Lozanski, the sales manager walked in. We didn't talk about the van; we talked about our interests and life experiences for quite a while. When we got back to talking about the van it was almost like we were old friends that had a shared problem that we both wanted to solve for our mutual benefit.
Being a Ferrari dealership, they specialized in selling expensive, high end 2-door sports cars to a certain type of customer. Unfortunately, Chris acquired an 18' long "fancy passenger van" (that could probably fit one of his Ferrari's inside the van) as a trade in deal. The 4 year old van with 8 doors and a bed inside had been sitting on the lot for months and was not the type of vehicle Chris usually sold. Chris knew he needed to move the van that didn't fit into his normal inventory range.
There was no haggling, no high pressure to buy this product or pay extra for some other service. Just friends helping each other solve a problem. We signed the papers and I gave them a certified check.
Unfortunately the actual delivery of the van was a little more complicated because of differing state laws, the Christmas - New Years Holidays, and unforeseen mechanical problems. As part of the "dealer prep," they discovered a few problems that were fixed under the manufacturer’s warranty. In addition, they also replaced 4 tires and a wheel rim because they did not meet the Ferrari dealership’s exceptionally high standards for customer satisfaction.
Our salesperson, Esmael Rodrigues, has to be the nicest and most considerate person we have ever done business with. We talked on the phone often (sometimes three times a day) as he explained a problem and how they were going to make sure that it was going to be resolved to their high customer satisfaction standards. Instead of sending a "runner" to perform the ordinary mundane tasks, Esmael personally drove the van everywhere to get whatever procedure needed to be accomplished. In fact, I was so impressed with Esmael that I actually designed and handmade a special gift because of his commitment to total customer satisfaction.
Al Warwick, RI