Jeff Schmitt Mazda

Deceitful Pricing, Careless Online Sales Reps To Whom It May Concern, I would like to share with you my recent experience with a few of your team members that I found very dissatisfying. As a bus To Whom It May Concern, I would like to share with you my recent experience with a few of your team members that I found very dissatisfying. As a business owner myself, I am always striving to exceed client expectations, and never mislead them in any way whatsoever. I’ll have you know, we were planning on purchasing the vehicle today (2/27/15). I have quite a bit of experience purchasing new vehicles, so this was nothing out of the norm for me. I have purchased five brand new trucks for my company in the last three years, two in 2013, and three in 2014. Four of the trucks were purchased over the phone, sight unseen except for the dealer photos. So working with dealers to complete all of the necessary credit approval, and paperwork over the phone and having one trip to the dealer is certainly nothing new to me. The last truck was actually purchased from a dealer in Michigan, as surprisingly enough things went flawlessly. With all this in mind, please don’t think that I am naive enough to not understand your salesman, and jump to conclusions, or act on something without knowing what I am doing. Stock #: Z15280 Trade-In Marketplace Offer ID: 5886269b-eb71-4de6-982c-025791dd866b Credit Pre-Approval Name: XXXX XXXXXXX My wife and I were shopping for a 2015 Mazda CX-5, and were looking for the best possible price, as any consumer would. We do not have a dealer within 40 miles of our home, so we had to look in the Columbus area. We found the listing for stock # Z15280 on auto trader, and decided that we would be willing to drive the additional distance to your location in Beavercreek, Ohio. Before making the trip, My Wife and I knew that this was a great price on the vehicle, and would be purchasing based on the price, so we wanted to make the process as simple and quick as possible when we were able to drive to your location. I spoke with your “Internet Sales Consultant” Josh XXXXX on 3 separate occasions. The first time (2/25/15) was when I found the vehicle to verify the availability, and confirm that the listed price is what we could purchase the vehicle for. Josh assured me that we could buy the vehicle for the listed $27,785 plus applicable sales tax and title fees. I mentioned to Josh that we had a vehicle to trade, and wanted to get an approximate trade value. He directed me to the “Auto Trader Trade-In Marketplace” where I entered our vehicles information. I mentioned to Josh that I wanted to get as much accomplished over the phone as possible, so we could make one trip to deliver a trade, and pick up a new vehicle. Our vehicle trade appraisal came back at $10,230, which was not too far from the amount we were hoping for. After completing this process I called Josh again to discuss the trade in appraisal amount, and ask if it was within the realm of possibilities to get more towards the $11,500 - $12,000 range. He said that the trade in marketplace was generally very conservative, and that would be very well possible. He made no promises on the trade in amount, as we all know that the best way to get an accurate amount is to see the vehicle in person. Once again, I then asked Josh XXXXX to verify that we could purchase the Mazda CX-5 for the advertised price and mentioned that we do not qualify for any owner loyalty, or military discounts. He assured me that we could buy the car for the advertised $27,785. I told Josh I would speak with him again tomorrow (2/26/15) to figure out the best time to come in, and complete paperwork. I called to speak with Josh again on 2/26/15 and verified the vehicle price was in fact the correct price for my wife and I, and we would not have any complications purchasing the vehicle for the advertised price. After verifying the price for the THIRD TIME, I asked Josh what should be done next so we could have everything done over the phone, and arrange pick and delivery of the new car and trade. He suggested that we fill out the online credit approval application. Being reassured several times on the price of the vehicle, I was certain that we should fill out the credit application, and proceed with purchasing the vehicle. WE WOULD HAVE NOT APPLIED FOR CREDIT IF WE KNEW THE SALESMAN HAD LIED ABOUT THE PRICE. The car was going to be my wife’s car, and we were going to put it into her name only. The credit report came back with a score of 726, which should have qualified us to purchase any vehicle on your lot. Again, we would not EVER apply for credit if we weren’t serious about a purchase, or weren’t planning on buying from your dealership. Applying for credit generally reduces ones credit score by a few points, which is why we never apply for credit unless we are genuinely serious about purchasing something. I expected to receive a phone call from Josh within an hour or less once we completed the credit pre-approval (which never occurred) so I called and asked to speak with Josh. I was informed that he had gone home for the day. I was redirected to Kristoffer XXXXXX, who I assumed could handle the sale, and help us purchase the car. I informed him of where Josh and I had left off, and that’s when the truth about the vehicle price came out. I realize that Kristoffer was not the one who made the mistakes, and mislead my wife and I, but the situation could have been handled better. Kristoffer informed me that the vehicle would be $1,700 more than the advertised price, and Josh must have made a mistake or misunderstood me. I informed the sales manager of everything Josh and I had discussed, and the fact that Josh had assured the advertised price was the correct price. Kristoffer informed me we couldn’t purchase the vehicle for that price. I explained to him my extreme frustration, and how mad I was that we had been so mislead. But what I was most upset with was the fact that we were so mislead, and lied to that we had applied for credit pre approval, soon after to discover your sales consultant had been misleading us the entire time. Kristoffer basically told me that he could not do anything about the price of the car, and would try to contact Josh XXXXX to inform him that he made a mistake. I’m sure Josh will never admit to the mistake, simply because I am a person he has never met, and probably never will meet. So why even own up to your own mistake? Kristoffer never called back that day, and said he would try to speak with Josh in the morning 2/27/15. As of 12:30pm on 2/27/15 I have yet to hear from anyone. Not even the sales manager with an apology for the mistakes that his salesman made, and to no surprise Josh has not called me back either. With all of this said, and your Sales Manager knowing my dissatisfaction, you would think that he would do his best to appease the customer. I know that any effort is better than none. He did not even offer to give a price close to what was advertised. In my business, if myself, or my salesman make a mistake on pricing a job, we have to absorb the cost. This is not something that happens often, but it is part of doing business as we all know. No matter the cost, we do what is necessary to make things right with the customer, even if we know that they will never use our service again, we make things right. I hope you find this letter informative, and are able to use this as a “tool” for your new salesman as they are being trained. Perhaps you should pass this letter on to the person who coordinates online pricing, and not make the advertised prices so deceptive. Your online pricing could not be any closer to false advertisement, and with the combination of a careless salesman, it becomes a major problem. I would like to personally help you correct this issue by sharing my experience with other local dealers, social media, dealership rating sites, and most of all Mazda. I will be sharing this experience with the following: 1. www.dealerrater.com 2. www.facebook.com/JeffSchmittAuto 3. Mazda North American Operations Attn: Customer Experience Center PO Box 19734 Irvine, CA 92623-9734 Regards, Xxxx Xxxxxxx More

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