Josh Vartanian | Page 3

I am writing to share my profound disappointment and frustration regarding the treatment I received during my recent visit at Serra Lake Orion. I chose to return to Serra Lake Orion, having made a previ frustration regarding the treatment I received during my recent visit at Serra Lake Orion. I chose to return to Serra Lake Orion, having made a previous purchase in 2023, with the expectation of receiving the same professionalism and respect; unfortunately, I was treated in a manner that fell far below those standards. I arrived at the dealership around 4:30pm, an hour and half before closing time. I was greeted by Ryan Brynes, one of the sales members, who was personable and respectful. Time went by and I was finally taken to the finance department near 6pm. When I arrived in the office of the Finance Manager, Taylor Cox, I was greeted with an unpleasant tone and demeanor. As I was excited about signing the paperwork, eagerly anticipating driving my new vehicle home, I just brushed it off. Unfortunately, this is not where it ends. As we went through the paperwork, I was doing my due diligence, being thorough in reviewing the details. When we got to the page of the car payment, I noticed the interest rate percentage was much higher than what was stated on my approval letter from the bank. I quickly informed Taylor there was an error and she responded that there was nothing she could do about it, that the number came from the bank. I informed her that a similar issue with the interest rate in the paperwork happened with my previous purchase back in 2023, that was corrected swiftly by a call to the bank made by the finance member, allowing me to take the vehicle home that same day. That was dismissed and she excused herself. At the time, I thought she was going to find someone to update the paperwork and take care of the issue. That did not happen. Next thing I knew, the General Manager, Josh Vartanian comes into the room full force, towering over me, a 5'2" petite women, sitting down in a chair, telling me I can either sign the paperwork as presented or leave and return the next day. I was told that resolving the issue was “for me to figure out,” and the difference was dismissed as merely "pennies on the dollar." Had I signed the paperwork, I would not only have a higher interest rate, but also a longer term, 72 months, rather than 60 months. I was also told that completing the paperwork and working with the state was a favor to me, rather than an integral part of the service I understood to be their responsibility. Throughout this interaction, I was told repeatedly that it was past closing time and there was nothing they could do, even after asking if I could contact the bank myself and address the issue right then and there. I was spoken to unprofessionally, in a very condescending manner, with no effort in resolving the issue at hand. This made me feel belittled, disrespected, and as though I were incapable of understanding basic information, leaving me feeling undervalued as a customer, diminished as an individual, and tarnishing one of the most significant purchases of my life. Purchasing a vehicle is a significant decision, one that requires trust and respect between customer and dealership. This experience has made it difficult to see this dealership as one that values its customers or prioritizes their satisfaction. As a paying customer, I believe that I deserve to be treated with courtesy, dignity, and respect—none of which I felt during my visit. I did resolve the issue myself, with a simple phone call to my bank and provided the documentation back to the dealership. I had to return the next day, over a 40-mile drive, just to pick up my vehicle. More

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One star for this place is being generous. I will never return as the general store manager and finance manager treated us very poorly. Please save yourself the hassle and stay away. I will never return as the general store manager and finance manager treated us very poorly. Please save yourself the hassle and stay away. More

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