Mark Winstead

After a traumatic t-bone accident that resulted in a total loss, we found ourselves on the hunt for a used SUV. We found a used Tahoe on Car Gurus that happened to be located at Napleton's Mid Rivers. A total loss, we found ourselves on the hunt for a used SUV. We found a used Tahoe on Car Gurus that happened to be located at Napleton's Mid Rivers. As a former customer of Napleton's Mid Rivers and Rick Pelland specifically, we trusted the name and reliability of the dealership, so we quickly contacted Rick and came out that evening to check out the car. Rick took amazing care of us as it was near closing time when we were able to make the 45 min drive out after work. After test driving and working out the paperwork/providing down payment information etc. we were ready to purchase the vehicle. Everyone was leaving, so Rick sent us home with the vehicle and made an appointment for us to come back on Saturday morning at 9:15 am. We went ahead and filled up the car with gas and kept the receipt (as instructed by Rick) for reimbursement upon our return on Saturday. We showed up Saturday morning for our appointment around 8:50 am. The doors were open, but no one was there to greet us. After walking around until our appointment time and giving Rick a call, we ended up just taking a seat at his desk. He came out shortly after and informed us that they were in a sales meeting and he hoped they'd be out shortly. As time passed, there were several other customers who were in the dealership to also finalize paperwork that left in the time period while we were still waiting. Everyone appeared to return from the meeting around 10:15 (one hour past our appointment time and over 1 hr 15 mins after we arrived without a greeting). One of the sales team members was even told about their customer that left and he said. "oh well." At that point, Rick could sense our frustration with the lack of respect for our time and customer service, so he walked us back to the finance office, where the sales manager and general manager appeared to be standing around. He let them know we were ready to cancel the deal at this point because of the lack of service we had received and they simply shook it off again. This sent my husband over the edge, so he expressed that if we weren't able to get back to finalize everything in the next five minutes, we were ready to cancel the deal. He was met with a very heated response from the sales manager where he proceeded to say, " you aren't going to come in here making threats towards my team." I'll admit, my husband definitely was heated at the situation and voiced his frustrations very candidly. However, instead of being met with an apology or consideration for the time spent (and money we were about to spend), he was met with aggression and frustration. When my husband asked why no one came out for our appointment time, they responded with "why did you make an appointment when we had a sales meeting" as if we made the appointment and should've known (we did not make the appointment and did not know). As things escalated, my husband said he would like reimbursement for the gas (as previously promised) and we would take an uber home. The sales manager refused and asked us to pay back the mileage we had put on the vehicle since we took it home (again as instructed). My husband asked how much and they stated $1/mile and actually said, they would not be reimbursing us. At this point, we said forget the gas reimbursement. My husband told them we did not feel comfortable doing business with someone who would treat us this way and who had no care for the money we were about to spend or the time wasted. The sales manager then proceeded to curse at my husband and my husband of course replied with the same. He asked them to shred the agreement and personal information and we'd take an uber home. Rick, our sales guy, was the true victim in this situation because he truly treated us with nothing but respect and consideration. We would have loved to give him our business. However, I cannot imagine ever buying a car from the leadership even after buying from here previously. More

Report | Print

My dealership for life customer service was amazing Brandon Biele was such a big help!! Brandon Biele was such a big help!! More

Report | Print