Northampton Volkswagen | Page 91

Recently I visited a Volkswagen dealership in Northampton MA and was very dissatisfied with the level of customer service that I received from both the sales associate but more importantly the very young and MA and was very dissatisfied with the level of customer service that I received from both the sales associate but more importantly the very young and very immature owner of the dealership, Carla Cosenzi. When I showed up to the dealership I was very upfront and honest about the fact that I was not looking to purchase a car that day. I was shopping around and had let them know that I had already test drove a Passat TDI and was interested in running through some numbers in order to get an idea of what I could get for my trade-in, financing, etc. So I sat down with the salesman and he collected my information about the trade. We talked about what he had on the lot and then said he would talk to the owner to see what they could do. When he was talking to her, I could hear the conversation across the showroom, she was telling him (with quite the little princess attitude) that the price was only going to be good right now, not later that day, not tomorrow but right now. Now being the somewhat intelligent person that I am I was giving the salesman an opportunity to present that information to me in the best way he could. The first things out of his mouth were “she is not happy that you are not going to be buying something today.” I am in sales; there were only about a thousand different ways that he could have given me that information that would have kept me in that chair. I immediately gathered my child’s things, my wife and I left the dealer. I did tell him that she could take her cars and shove them up her you know what. The salesman followed me out of the showroom and while we were packing up informed me that he didn’t mean to upset me. I informed him that it wasn’t what he did more than the conversation she had with him. I told him to have a good day and that I would deal with another dealership. I don’t know if you train your dealers on how to treat customers but if not I suggest that this may be something you want to look into. I really am to the point that I may not purchase a Volkswagen at all. I hope someone from your customer service dept. contacts me and can find a way to win me back to purchase the car that I initially was very impressed with. I am not sure about you but when I am looking at buying a thirty thousand dollar car I am not looking to be pressured into making a decision that minute. This dealer didn’t spend any time with me; I did go on a test drive, I did monopolize his time. I wanted to be in and out with their best price. It’s called car shopping, this what people do to get the best price possible and if they don’t understand that this is the way things work and that is the business that they are in then there is something wrong with them. They need to understand you have to develop a relationship and that this is not the way to do it. I am planning on copying this email to the dealership, Volkswagen corporate, and I am going to post it as a review online in as many places as I can. More

I had a terrible experience with this dealership. When this dealership was newly opened and still had no 2012 Passats on the lot, I stopped by to potentially buy a Passat from them. They had me sign a P&S this dealership was newly opened and still had no 2012 Passats on the lot, I stopped by to potentially buy a Passat from them. They had me sign a P&S and give them a deposit to "lock in the price they were offering me", but they still had to locate the car (2012 Passat, black leather/silver exterior with sunroof and nav- pretty standard), because they had no 2012 stock yet. I was assured that my deposit was refundable and that I was not obligated to buy if I didn't like the test drive. When the car arrived, I test drove it and really didn't like it at all. It was nothing like the 2 other Passats I had owned. I declined the purchase, and was told that my money would be refunded in the form of a check. After about a week, I started calling the dealership to find out where my money was, but no one would take my call. This went on for about a month. I then contacted the Attorney General's office, who directed me to the Consumer Protection division of the local District Attorney's office. An advocat there worked on my case for about a month with no luck. I then tried communicaing with the dealership manager on my own again, and was strung along for about another month with him telling me he was trying to get the owner to refund my money. Fnally, after nearly three months of this all, the manager told me he was "sick of dealing with my refund issue", and for me to "do what I had to do. I certainly would not suggest this dealership to anyone based on my experience here. I have since bought a car elsewhere. More