Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.
I want to start with the positive: Manpreet was excellent. He was knowledgeable, helpful, and advocated for us to get a great deal from his manager. The sales process itself was smooth.
Unfortunately, everything fell apart at delivery. The issues began before we even signed final paperwork:
Our new electric vehicle was presented dirty inside and out and with less than 15% battery.
We were told to either wait for a slow Level 1 charge or get it detailed ourselves. Given the state of the car and the availability of a fast charger at the dealership, this was unacceptable.
The finance manager, Neetu, was completely unprepared. She did not know what vehicle I purchased (an EV), nor its name. She attempted to sell me $6,000 in warranties for engine oil changes and protection—completely irrelevant for an electric car. Her desk had a vape pen on it, which added to the unprofessional atmosphere.
When confronted with these facts, she became flustered and started backtracking. She was missing basic details like the deposit amount and was unaware of the factory warranty specifics. I found myself having to educate her on her own job.
After declining all the irrelevant products, we moved to insurance and finally finished the paperwork. We were then handed the keys to the same dirty car, still at 15% battery. Manpreet explained that because the manager gave us such a good deal, there was "no room" to detail the car. This is a baffling response, especially since we were charged $2,000 in prep and dealership fees.
In summary: We paid premium fees for a premium experience and received the opposite. A fantastic salesperson was let down by a disorganized, unprofessional finance department and a dealership that failed to prepare the most basic aspects of a new vehicle delivery.
I am now in the process of seeking a refund for the prep fees and would not recommend this dealership based on this experience.