Our family has been working with Sunset for around 40 - Andrew
Our family has been working with Sunset for around 40 years. Over the past 10 years this dealership has gone completely backwards. I keep giving them chances because of the past relationships. But now the past means nothing.It is all about money, nothing to do with customer satisfaction. Apologies only go so far without action.
Sales. Don’t start with how much can you afford, or let’s check on financing. Biggest turn off. Please learn from the veteran salesmen, that actually listened to your needs and concerns. Quit trying to push for things the customer does not want. Quit playing # games to try to sneak in an extra 1000$ on a sale. BE HONEST. I have given you every chance to make a deal on the last vehicle I bought. When I give you the exact # that you need to match from another dealer, it makes it pretty simple. You came back 6000$ higher. So I went to the dealer down the road. A week later your sales manager called offering to match the price. When I told him that I had already bought from the other dealer, he was offended that I didn’t give him a chance.
Service Quit the bait and switch. When you tell someone their oil change is 95$, don’t write it up for 150$ Not once have you done this to me but,multiple times. Quit trying to upsell everything. At 65000 miles my vehicle does not need every fluid changed for 3000 plus dollers. Labeling them as “ critical items” when you know 100% it is not due or needed. Adding shop supplies to every service ticket. I watched one service adviser try to do it for warranty work.
Mobil service +. You should call it no service +. You cancelled my wife’s appointment the morning of the service. She kindly rescheduled the following week. You did not cancel this time, you just did not show up. She then offered to bring it in if she could get a loaner car for the day, no loaner cars.Then you offered to pick it up while she was at work and have it back at 2:15. Well 4:00 no car! After multiple calls finally someone picked up the phone. You then stated that we didn’t pay the bill. Do you think you could have called and said it was ready and needed payment? Apparently we should have known that payment was required through a link that was sent to upsell services. You also claim that you have the biggest service fleet around, couldn’t you have just sent a different tech from your “fleet”?
Sunset, The personal dealership that you were in the past is gone. In my opinion you have become a profit driven dealership, that uses questionable,misleading practices. The only reason I would consider going back to this dealership is because of Pat in service. He has consistently worked to keep the customers happy in a honest and respectful way. Unfortunately he can not save the sinking ship.
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