Florida Fine Cars

UPDATE TO MY ORIGINAL EXPERIENCE AS POSTED BELOW: After UPDATE TO MY ORIGINAL EXPERIENCE AS POSTED BELOW: After posting up my story, filing complaints with various organizations including the BBB (of which UPDATE TO MY ORIGINAL EXPERIENCE AS POSTED BELOW: After posting up my story, filing complaints with various organizations including the BBB (of which FFC was not a member at the time of my complaint), I am pleased to say that Jamie Suid, Marketing Director / Customer Relations Manager at Florida Fine Cars was the first person to actually express a genuine interest in resolving the issues of my negative purchasing experience. Based on multiple e-mails back and forth I am comfortable telling everyone that FFC appears to have rounded a corner in terms of customer service. Jamie has not only addressed my concerns but has also reimbursed me for the Recall Letter that I had actually paid for as well as a missing owner's manual that I was promised upon delivery of my vehicle. In Jamie's own words: We are in the process of improving exactly what you talked about. We have recently hired an outside professional to assist in not only building a new dedicated customer service team but also to re-instill the positive nature of our brand that our ownership has built over the last 20 years we've been in business. To be quite frank with you we recently had a rapid expansion and seemingly some core training was lost in the process. When situations like yours arise we attack them very seriously, some of the folks you worked with are no longer with our team. The above was taken word for word from an e-mail sent to me in response to my concerns and I am pleased that some of the individuals that I had worked with during the course of my vehicle purchase are no longer employed by FFC and lying to other customers. For anyone that has concerns about purchasing a vehicle through FFC I would say that the new individuals at the firm are working very hard in order to move their business into a positive direction and suffice it to say that if you have realistic expections when purchasing a used car (I have nothing negative to say about the quality of vehicles they sell - mine was strictly a service-related issue) you will be taken care of especially with Jamie Suid at the healm. Thank you again Jamie for all of your help! I very much appreciate it! MY ORIGINAL EXPERIENCE PRIOR TO JAMIE SUID ADDRESSING MY CONCERNS (Note, some of the individuals I dealt with are no longer there so you may expect to receive completely different service than what I did!!!) First off I would like to preface this by saying that I have a history of purchasing used cars (have owned over 30 in the past 11 years and the majority of those were purchased sight unseen via E-bay, regular dealers, etc.) from everywhere including mutliple US states and even Europe. I fully understand that used cars come with knicks, dings and scratches and the odd problem...so that is not the issue here. What is the issue is that this dealer is as crooked and sleezy as they come!!! At first they will be super nice to you, telling you whatever you want to hear until such time that they have received a signed bill of sale and their money. After that WATCH OUT!!! Not returning calls, brushing off customer questions and concerns seems to be a standard operating procedure at this firm and excuses to not take your call include (and this applies to everyone from the GM - Chase, to the Sales Manager - Barbara, to the sales person - Freddie) the following: we were experiencing issues with our telephone, I was in a training session, I was in court (go figure), it was my day off, etc. You get the idea.... Here's my story: This past summer I purchased a BMW. My initial questions included the usual things: Is there service history included with the car? A navigation DVD? How much tread is left on the tires? Does the car come with a temporary tag/plate? Of course Freddie's answers to those were that everything is included and all is good when in fact the only thing he was right on was the tires, they turned out to be decent. What really started turning everything sour was the fact that "Freddie" promised me he could obtain a Recall Letter from BMW USA for an extra $280 (this letter is required to import a vehicle into Canada). So I agreed to pay this extra amount and they would simply add it to the total on my Bill of Sale. BIG MISTAKE!!!! Freddie never bothered obtaining this letter or even trying for that matter. Not having this letter meant one of two things: Exporting the vehicle back to the US at considerable expense (can you imagine owning a vehicle a in a foreign country and having to store and try to sell it at the same time?) or paying an exorbitant amount of money ($3K) to a BMW dealer in Canada so as to allow the vehicle to be imported. Had I known this letter would become such an issue I would NOT have purchased this car!!! Anyway, not thinking anything was amiss and agreeing to purchase the vehicle I did some research on it and determined that it had the BMW Extended Maintenance Package until Sept. 2011. This meant free oil changes, wiper blades, brakes, brake fluid, spark plugs, etc. at the dealer. I mentioned this to Freddie and he volunteered to take the car to the dealer for me so that I could get $1,000 of maintenance work done for free - I was really excited and told him how happy I was that he was adding so much value to my transaction. Little did I know that NONE of my requests were being dealt with honestly. I had asked Freddie if it was easier if I made the appointment and he told me no that he would take care of everything in the coming days. I found out, after spending over 30 minutes on the phone with two BMW locations over the next few days that my car was never dropped off to get serviced as it had been promised by Freddie it would be. I immediately called Freddie and left him three voicemails throughout the course of the day. No calls were returned. Little did I know this was going to be the standard operating procedure at this firm. As a result, I attempted to call him the following Monday (July 2011) but was also not able to reach him. As a result, I called Barbara (the Sales Manager) on the following day explaining the situation and asked for a call back. She must have spoken with him because Freddie called me right back and informed me that he had been in court dealing with a personal matter on Monday which was why I was not able to reach him (and yet another warning flag pops up). Again, I wanted to give him the benefit of the doubt. I asked him if he was still willing to take the car in for me and he said, "Yes, Mr. Chris, no problem." I asked if it would make it easier if I would make the appointment and he said yes. I asked where (to make sure it was close by) and he said Vista BMW is fine. I searched online for the closest location, made an appointment and called Freddie back. As soon as I told him he said that it was too far and that he would find another dealer and call me back in 20 minutes. 4 hours later I was still waiting for the call back. After some more research, I found the closest dealer was actually Braman so I made an appointment there for Wednesday, July 20 at 9 a.m. as per Freddie's request. Of course on that Wednesday I called my Service Rep. at the dealer and he told me the car was not there. At this point neither Barbara or Freddie would bother talking to me or calling me back. The excuses I had from Barbara on why she couldn't call me back or talk ranged from her voicemail not working, to being in a job interview meeting to doing an appraisal on car. Obviously all excuses to avoid speaking with me. At this point I was extremely upset, not because I wasn't getting a $1,000 of free maintenance done but rather because I was told it would all not be a problem. IF YOU CAN'T PROVIDE THE SERVICE, THEN DON'T PROMISE IT!!!!! Being self-employed in the automotive industry myself I cannot fathom how it is that people can be hired that willingly destroy business opportunities and future referrals by treating their customers this way. In any case, by the time the vehicle finally arrived in Canada, I still had outstanding issues and immediately called Chase Sattler the GM to discuss my concerns (this was within 5 minutes of receiving the car). I wanted the following that had been PROMISED to me!!! - Official Recall Letter from BMW showing no outstanding recalls (I had paid $280 for this and without this letter I will be forced to export the vehicle back to the US at considerable expense and loss) - Navigation DVD - Owners Manuals - 30-Day Temporary Tag Needless to say, nothing was ever done!!! I even have e-mail correspondence from Mr. Sattler (the GM) himself and yet he refuses to acknowledge my concerns. They simply DO NOT CARE! More

I have been looking for a specific car. A Jaguar S-Type and i could not find any locally that were in my price range. I got on Autotrader.com and looked at all areas and seen a car at Florida Fine Cars tha and i could not find any locally that were in my price range. I got on Autotrader.com and looked at all areas and seen a car at Florida Fine Cars that looked to be everything I wanted. Only problem was is that it was 758 miles away! I did call and talk to one guy there and honestly he wasnt very helpful as far as providing info and shipping. I continued looking and still I couldnt find anything I wanted. I kept looking at that picture of that beautiful car on AutoTrader and finally called back and talked to Mirzet. At first I was thrown off by the $899 dealer fee but even with that fee added I was still getting the car at a good price. Also I was buying a car I never even seen and all I had was the word of this man I have never seen or met that the car was in good running condition and that it looked like the pictures online. He also sent me the carfax report and arranged everything from the wire transfer to the shipping. I wired the money and paid C.O.D for the delivery which was only $350. Mirzet ordered the shipping that morning and my car was at my door at 3am! The car is so beautiful. Even more beautiful in person and runs awesome! Mirzet has promised to send me the dealer handbook when it comes in as well as an electronic lock opener if onr comes in. Not all cars come with these and they are very pricey. without me asking he put new floormats in the trunk as well as a service check and oil change. Even though money has been exchanged and I have the car he still calls and asks me how the car is driving. More

Thank you Kevin you are the real deal. A true man of your Thank you Kevin you are the real deal. A true man of your word. I told you what I wanted and with in days he found my new SUV Hot Rod. Ive been shopi Thank you Kevin you are the real deal. A true man of your word. I told you what I wanted and with in days he found my new SUV Hot Rod. Ive been shoping for weeks and you made me a beleaver. Everything you promised Happened. These guys are the real deal. Thay where several thousand less than any one else. And the best part was the truck was clean and everthing serviced Kevin would not let my wife drive home till he re washed it for delivery. Mr Norris personaly handled my purchase all the way threw. He put me in good hands from sales to finance threw delivery. Thank you Allen as well. He worked with us and got us a great rate. Whole process took just a few short hours. I have read some of the other things people wrote and alls I can say is cant fix stupid. You Guys are (OUTSTANDING) and thank you again Kevin. Your buyer and new friend for ever. More

I walked into the dealership was greeted by Gengis Suarez I walked into the dealership was greeted by Gengis Suarez (salesman) We was friendly and courteous and knowledgeable he gather all the information I I walked into the dealership was greeted by Gengis Suarez (salesman) We was friendly and courteous and knowledgeable he gather all the information I required than referred to kevin Norris (sales mgr) he worked with me also going the extra mile to make a deal. After purchasing the vehicle a problem arose, after speaking with Kevin he assured me it would be corrected. Referring to Jerry (service mgr) no question he went above and beyond to make it right. I might add I'm a car person I purchase cars very often, I am very pleased with the professional and courteous staff of this dealership from the person who wash my car to the sales mgr. I would highly recommend this dealership. More

My experience with these two employees was nothing but AWESOME in every aspect of the word. I had purchased a 530i bmw and had some minor issues to get repaired and in the process we had some hickups with AWESOME in every aspect of the word. I had purchased a 530i bmw and had some minor issues to get repaired and in the process we had some hickups with computer monitors for bmw go down when checking my car but Gus immediately resolved the problem by sending my car down the street to another shop that had a diagnostic computer to resolve my problem. When car came back it had some other issues that arised. Furthermore the manager Jerry went above and beyond to fix the problem keeping me calmed and patient due to waiting for a couple hrs. I could feel the sense of wanting to help and the concern of Jerry to keep me at ease by saying again and again "We are going to fix this problem and get you out driving your car as soon as possible and happy". This is HIGH QUALITY customer service and i can talk this way by spending 20 years in a top mgt. position at Home Depot you go the extra mile for your customers and you reep the rewards with a good referal word of mouth with friends and family (plant a seed see it grow and then see it bring you your rewards). "You cant control the wind but you can control the sail" To the owner of FLORIDA FINE CARS (AMIR AZA) your service guys need a personal hand shake and a raise or bonus or vacation paid or a trip or days off paid or something that makes them appreciated for there dedication to your customers. Keep up the great work Jerry your taking this company to a new level im proud of you. Sincerely; Tony Rosado 954-552-6660 More