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I had an appointment set for a week in advance to purchase a specific vehicle. We drove two hours, had a check in hand and were told that the process would be quick and that we would be in and out. When my wife and I arrived for our appointment the car was nowhere to be found. The car was sitting in the back lot blocked in. When we asked to test drive it seemed to inconvenience our sales associated Trevor Delmore because they would have to move other vehicles out of the way. We were constantly asked to give 5/5 stars on Trevor’s review. Even though we had an appointment and arrived early, we were forced to wait in the lobby for 20 minutes past our appointment time until finance was ready to see us following the test drive.
When we finally sat down with the finance manager. We were told to go walk back out into the lot while it was raining and check the mileage on the car for the finance manger. After the purchase we were moved again to another area. We were told that since I had an out of state license that I would not be able to drive my car home same day due to issues with the DMV. However, I was assured that we would receive updates on the car and that the vehicle would be delivered to us as soon as the registration processed.
I received no communication surrounding the status of my car on Wednesday night or Thursday morning. When I tried to call the sales associate Trevor Delmore, he answered and said “you will just have to wait, I am busy”. I called back to the dealership and my calls were screened. When I finally got ahold of Trevor, I expressed my frustrations and he constantly was trying to talk over me and raise his voice. Trevor had no idea that the car was supposed to be delivered. He told me that the registration processed and I can come drive another 2 hours there to pick up the car. I asked to speak with a manager to sort this out. He was irate at this point and hung up on me. I received a call 2 minutes later and Trevor had pocket dialed me. I could audibly hear him complaining about my wife and I, calling me names and disrespecting me. He realized that the phone was on after awhile and ended the call. I have not received any apology or correspondence from Trevor following that outburst.
After the car was delivered I noticed that it was not detailed. There was visible debris all over in the glove box, and center console as if those areas were completely missed. There is also a missing chunk of paint on the left front bumper that was not repaired when they “fixed” the other areas that has missing paint.
I expressed my frustrations to Yousif (General Manager) verbally and also in email format. He told me that he needed to discuss this with another manager and that he would get back to me the next day. It has now been 2 weeks and Yousif has continued to delay meeting with me following my negative experience.
Management obviously does not care how their employees treat customers. I have given this dealership multiple chances to rectify this situation but they refuse. I was told by Yousif that every negative review is a “missed opportunity to make things right”. I have tried many times to give this dealership a chance to work things out. But my experience must not be important because they have already been paid. The attempts at “making it right” have fallen between the cracks. I do not at all feel like a valued customer by Genesis of Stamford even after all of the issues.