Unisell Auto

Unisell Auto responded

Mariah, Thank you for bringing this to our attention. We want to begin by sincerely apologizing for the experience you had at our dealership. The feelings you described are completely unacceptable, and we take this matter very seriously. At Unisell Auto we are firmly committed to maintaining a welcoming, respectful, and professional environment for every customer, regardless of gender. Our high google rating of almost 1000 reviews and BBB accreditation speaks for itself. All of our customers deserve to feel comfortable, safe, and treated with the utmost respect and professionalism throughout their entire visit. The behavior you described falls well below the standards we hold our team to, and we do not take this lightly. Please know that we have a zero-tolerance policy for any conduct that makes our customers feel uncomfortable or disrespected in any way. Your feedback will be taken directly to our leadership team and addressed accordingly with our staff. We would greatly appreciate the opportunity to speak with you privately so that we can better understand what occurred and ensure that appropriate action is taken. Your experience matters to us, and we want to make certain that no other customer ever feels the way you did during your visit. We sincerely hope you will give us the opportunity to make this right. Please do not hesitate to contact our General Manager directly at your earliest convenience. Once again, we deeply apologize for your experience and thank you for bringing this to our attention. Sincerely, Unisell Auto Sales Team

Unisell Auto responded

Brooklyn, Thank you for taking the time to share your feedback. We genuinely respect every individual's right to express their experience, and we want to respond to your concerns with the utmost professionalism, transparency, and respect. While we sincerely apologize for the communication experience you encountered, we also feel it is both necessary and appropriate to respectfully address several important points on behalf of our dealership and the dedicated team of professionals who work here every day. Regarding Our Sincere Apology: First and foremost, we want to extend our most genuine and heartfelt apology for the lack of follow up you experienced during your inquiry. You reached out to us from another state, demonstrated a sincere interest in one of our vehicles, invested your time in completing a credit application, and in return did not receive the prompt, professional, and courteous communication that every prospective customer unconditionally deserves. This is not the standard we hold ourselves to, and we take full and unequivocal responsibility for this breakdown in our communication process. Please know that your experience was not the result of indifference or disregard for your interest as a prospective customer. Pre-owned vehicle inventory, particularly in high demand segments, can move extremely quickly, and we acknowledge that our internal communication and inventory update processes did not respond quickly enough to keep you accurately informed in real time. This is an area we have already identified and are actively and aggressively working to improve Regarding the Vehicle Availability: We want to be completely transparent with our community regarding how pre-owned vehicle inventory works in a fast paced automotive retail environment. High demand vehicles can and do sell very quickly, sometimes within hours of being listed. While this does not excuse the lack of timely communication you received, we want to provide important context that helps explain — though not justify — the situation you encountered. That said, we want to be absolutely clear — every prospective customer, regardless of their location or the stage of their inquiry, deserves to be informed promptly and accurately about the availability of any vehicle they are interested in. The fact that our website continued to display the vehicle as available after it had been sold, and that you were not notified in a timely manner, reflects a gap in our inventory management and customer communication processes that we have taken immediate steps to address and correct. Regarding Your Credit Application: We want to assure you and our entire community that your credit application was handled with the strictest level of confidentiality, care, and respect for your personal and financial information. Upon your request, your application was stopped and processed accordingly, and we want to be absolutely clear that your personal information was protected and handled responsibly at every stage of the process. We deeply regret that the circumstances surrounding your application caused you unnecessary stress, inconvenience, and concern. No customer should ever be placed in a position where they feel the need to withdraw an application due to a failure on our part to communicate effectively and in a timely manner. Regarding New Management: We consider it important to share with you and with our valued community that our dealership is currently operating under completely new management. With this transition comes a renewed, reinvigorated, and unwavering commitment to the standards of excellence, integrity, transparency, and genuine customer care that every person who interacts with our dealership fully deserves. Our new management team has conducted a thorough and honest evaluation of our processes and has identified several critical areas requiring immediate improvement. We are not simply acknowledging these shortcomings — we are actively implementing comprehensive and lasting solutions to address them. Specifically, we have introduced the following immediate and permanent improvements under our new management: A guaranteed inquiry response protocol ensuring that every customer inquiry — whether received by phone, email, or online — receives a prompt, professional, and personalized response within a clearly defined and strictly enforced timeframe, without exception. A real time inventory management system that ensures every vehicle listing across our website and all third party platforms is updated immediately and accurately upon sale, eliminating any possibility of a customer inquiring about or applying for a vehicle that is no longer available. A dedicated out of state customer service process specifically designed to provide prospective buyers from other states with a seamless, transparent, and fully supported remote purchasing experience, including dedicated points of contact, virtual vehicle walkthroughs, and proactive communication at every stage of the process. A comprehensive application management protocol ensuring that every customer who submits a credit application is contacted immediately, kept fully informed throughout the entire process, and treated with the respect, transparency, and professionalism that such a significant financial commitment deserves. A strict team accountability framework that holds every member of our staff personally and professionally responsible for following through on every customer commitment, every time, without exception. Regarding Your Comments About Our Reputation: We want to respectfully but firmly and confidently address your comment regarding our dealership's reputation. We have proudly and consistently served our community for many years, and our track record of transparency, compliance, and genuine customer care speaks for itself. We fully acknowledge the communication failures you experienced, and we take complete responsibility for them. However, we do not believe — and the overwhelming majority of our customers' experiences reflect — that these failures are representative of the true character, integrity, and quality of service that defines our dealership as a whole. We are a dealership that is not afraid to acknowledge our shortcomings, take responsibility for our mistakes, and commit to doing better. That level of honesty and accountability is itself a reflection of the integrity that has always been at the core of how we do business. We are confident that the comprehensive improvements being implemented under our new management will demonstrate that commitment clearly, consistently, and convincingly to every customer who chooses to give us the opportunity to serve them. Our Personal Commitment to You: While we fully understand and respect the decision you have made, we would genuinely and sincerely welcome the opportunity to speak with you directly and personally. Our General Manager would like to reach out to you personally to extend a direct and heartfelt apology, address any remaining questions or concerns you may have, and demonstrate firsthand the new standard of excellence and professionalism that our dealership is committed to delivering under our new management team. Every person who interacts with our dealership — whether they ultimately make a purchase or not — deserves to be treated with the highest level of respect, honesty, professionalism, and genuine care. We failed to deliver that standard to you, and for that we are truly sorry. We are committed to ensuring that no prospective customer ever has a similar experience going forward, and we humbly ask for the opportunity to demonstrate that commitment to you directly. Please do not hesitate to contact our General Manager at your earliest convenience. We promise that you will be met with the prompt, professional, and genuine attention that you deserved from the very first moment you reached out to us. Thank you for your feedback. It is through honest and candid reviews like yours that we are able to hold ourselves accountable, strengthen our processes, and continuously elevate the standard of service we provide to every member of our community. Sincerely, Unisell Auto Sales Team