Disappointed after purchase....BUT THEN.....WONDERFUL!! - Leonard Martin
***UPDATE TO REVIEW*****
2-6-2020
So I figured it would only be fair to come back on and post an update to my first review.
After I posted my first review I was contacted by Quirk Ford of Augusta.
I first spoke with Rose Thompson. She was very sweet and understanding. She listed to my issues and concerns and took immediate action to get the ball rolling to get my concerns addressed. Again, our issues were not the norm. So I appreciate her not passing the ball/blame to someone else. She emailed the sales manager and cc'd me on the message. Scott Freeman called me as soon as he was available which was faster than I expected. He immediately "took ownership" of the problems, and took the needed steps to get our issues resolved. Might I say he has gone above and beyond what I expected considering our experience that led to this. At this point, I feel 100% happy and confident going forward.
I think people just need to realize we are all human. Mistakes and accidents do happen. Sometimes the ball gets dropped. I think we all just need to be a little more understanding with each other. Perhaps the most important thing to do is to learn how to talk and listen. Don't be afraid to reach out to people if you feel wronged, or feel things were not done right.
Chances are the person you are upset with, or the situation you are upset with. They or the person who can fix it or help has no idea.
Scott had no idea of the issues we were dealing with, nor did Rose. Our sales guy did not even know, because I did not feel it was right to put the burden on him. But that was my mistake.
At this point, I cannot say enough good things about Quirk of Augusta and the way they stepped up to resolve our issues and concerns. I hope this trend will continue if we ever experience further issues.
Thank you!
Leonard Martin
***Original Post***
When we leased the vehicle is was on a Saturday and they actually stayed past closing to make the deal happen.
Everyone we dealt with was great. We loved our salesperson and the finance manager that worked with us to sign all of the paperwork.
No complaints with staff.
The complaint comes in from issues with things that were just not done that should have been done with a Brand new vehicle lease/purchase.
We understand they had already stayed past closing to make the deal so we understand.
But we made an appointment to come in and have things taken care of that should have been taken care of or and normally probably would have if it were not closing time and on a Saturday.
My complaint is we made an appointment to have certain things done and at the time was told we could have a loaner vehicle.
Well, we showed up on time for our appointment and 2+ hours later only part of the things we wanted/needed/should have been done was done. And no loaner so we had to sit there and wait which messed up our plans and other appointments we had made for the day. And to top it off, now we need to make another appointment to get things done that should have been done at the time of purchase/lease.
Again, the staff was great to work with. I am sure they and their service is normally not like this. But for a first experience/impression after the sale/lease went so great. We are really disappointed. We also hope this is not a sign of things to come......
We shall see.
I am still waiting to hear from someone on when and where we are supposed to bring the vehicle to have the rest of the things done that should have been taken care of at the time of lease.
I hate writing reviews. I don't want to bash or put down any business, especially considering how nice everyone was. I sorta feel like the ball is being dropped here.
Hopefully, someone will reach out to me through email or whatever soon.
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