JENNIFER WILLIS

RPSEDOTTI responded

Ms. Stals Let me try to address your response. I believe my facts do align with sales process. Your sales representative led both my wife and myself to believe that the Buick GMC Brooksville App, Key Replacement, Paint Protection and Ceramic Coating would be Dealer provided at no additional cost. The final sales agreement included a $499 three year contract for the Buick App, $366 for Key Replacement, and $495 for Paint Protection. So I do believe there was misleading information provided as part of the presale pitch. Yes, we did sign all the documents provided so you have a contractually and legally binding contract. No, we never received the window sticker. I was told it was in the glove compartment and it was not. Your sales person said that I should have a copy of the windshield sticker as it was required by law. She said she would contact the originating Dealer (Lakeland) and provide a copy. As of this date 3/13/25, we still do not have the sticker. No, I do not feel you were effective in being as up front as possible with you pricing and packages. Yes, you did provide an additional service as a gesture of goodwill. You added one oil change which your service department told me is priced at $63 out the door. Now let me provide some additional opinions, observations and recommendations, which may be of some value to you and your future buyers. We electronically signed the dozen or so documents on a tablet in about 30 minutes. Did we read every word? No. Why? Because we trusted the Dealership after buying two new Buicks there with no issues. My “Buyer Beware” hat was off which is extremely rare for me as contract negotiation was part of what I used to do. I should have known that when the Dealership was sold by Rick Matthews to the Myers Group out of Palm Beach, I needed to be less trusting of a conglomerate. I did leave a message with Mr. Myers but never received a return call. Really don’t think Mr. Matthews would have taken such a “you signed it, you own it” position with a repeat customer. So my recommendation to potential buyers who may be reading this response is not to sign any documents on a tablet. Demand hard copy or digital. Read and understand every word and, if necessary, take the information home and come back the next day. Carefully review and understand the items and costs in the “additional Items” section of the Vehicle Buyers Order and ask which of the items are optional at the buyer’s discretion. My recommendation to the Dealership is to meet with the Sales Staff and instruct each member to clearly explain to every potential buyer which items are covered by the Dealer and which are optional and can be added or deleted at the discretion of the buyer. Bottom line is it takes many years and sales to build the trust of a buyer and that trust can be lost very quickly.

Buick GMC Brooksville responded

I can appreciate where you are coming from and we have no intention of lying about anything. We are certainly not perfect and sometimes people do have an "off" day --and sometimes people just don't make a connection. I regret that this was not identified earlier in the process, so we could have avoided disappointing you. As I mentioned, we definitely receive the feedback and will look to make improvements where we can. We don't expect our salespeople to be product experts on every vehicle on the lot, especially 15 year old vehicles. However, we can certainly make a better effort to gather the information to help our customers. Being as though you did not have the required documents from your bank in order to take delivery at your initial visit, living out of state and your previous obligations the following day did present some challenges in making the delivery process efficient. However, I was involved in the process throughout, and our management team was making every attempt to accommodate your needs. Unfortunately, this presented some challenges for ourselves--and for you, which I'm sure contributed to frustrations on both sides. Again, I'm sorry that your experience with Stone was a disappointing one. I am not discounting your experience. However, your experience with Stone is not representative of his performance here. Stone is a kind, patient, helpful and respectful employee and I greatly enjoy having him on our team. I am so sorry that you did not get to experience this during your interactions. Sincerely, Jennifer Stals General Manager

ICE_BLU responded

Hey, sorry no I understand you are running a business and do not want to be seen in a negative light, but lying is not about to happen in this scenario. Two other colleagues came upto me on the second day I returned apologizing for his behavior, how he's not normally like that, how I was there for hours and everyone felt bad for me, how he is currently not feeling well. So stating you witness he was kind and patient is a complete lie. He walked off multiple times playing games on his phone I had to ask colleagues questions because he was no where to be found. This man sighed at EVERYTHING I said like I was a bother, I'm bringing cash to a dealership and this is how he acted is inexcusable. He knew nothing about a Hummer, he either didnt know the answer with no attempt to find out or incorrect information, for example he told me it had no navigation and I would have to pay a subscription to get it, you have to study the product you are selling. I belive this is an AMAZING dealership, and have nothing but positive things to say about it, I would make the drive again in a heartbeat to buy another car from them. Everyone bar Stone was so friendly, nice and helpful, but Stone is not a good employee, and I refuse to lie, sorry