ReScore Reviews™ (8)
Hi Michelle, I got your email (copied below) If you would like to rerate your visit you can change the response there.
Thank you and let me know if there is anything else you need.
I had never leased a car before and all the components of the lease including disposition fees, residual values, money factors, etc. were glossed over and not explained very thoroughly.
I was further disappointed when the offer for the my trade was over $1,200 under the lowest Kelly Blue Book FMV, because of an air bag light. Instead of taking the time to check to see if it was just a bulb or fuse, they simply made a low ball offer. By this time I was tired of the game and just wanted the experience to be over, so I accepted.
Finally after expressing my displeasure and suggesting nominal actions that could be taken to completely mitigate the experience and make me feel 100% satisfied, they simply chose to not respond.
If suppose if you enjoy haggling back and forth for hours to try to get fair deal you would enjoy the car purchasing experience at Lee Johnson. Next time a salesman tells me, "what can I do to get you into a new car", I'll simply ask for direction to the nearest Honda dealership.
Hi Geoffrey. Thanking you for taking the time to post. If you would like to let us know the reason you would not recommend us please do. Without customer input we can not improve. We hope to see you again.
TKs to Phil and Eric.
That’s customer service! And the reason we keep coming back to Lee Johnson’s dealership. We are very happy with your responsiveness and the quality of the service. We feel very comfortable returning next time we are in the market for a vehicle and recommending your dealership as highly as in the past. We know that you will take care of the customer.
And we still love the car.
George and Geffen Myers
With that said, our last visit to your dealership was a bit of a shock to see how large you have grown! A much bigger lot than I remembered. We were met in the lot by your salesman James Goldman - wow - what a great guy. He is unassuming but very knowledgeable of the vehicles. We described what we wanted and he knew exactly where those vehicles were. We quickly found the Mazda 5 and took it for a spin. He worked with us figuring out the different payment schedules running back and forth so much I felt sorry for him. On a scale of 1 – 5 he is a 5. He worked hard for us and was pleasant through the whole purchase process. He deserves a raise and a paid vacation. To put it succinctly, he is exactly the kind of employee I would want on my staff.
However, as good as James is, dealing with your Finance Manager, Robert Zemke, was the extreme opposite end of the scale. He was rude, abusive and over-aggressive. After telling him for the THIRD time we did not want the bumper to bumper warranty or the loan gap insurance, we just about walked out. I am not sure how many times he brought out his big red folder (with the word “Research” written across the front) but I found such cheap theatrics reprehensible. Further, he would play they “let me scare you” scenarios to my wife and would not talk directly to me. I didn’t appreciate his hard-sell technique of trying to scare my wife in to buying these packages thinking she would fold. I find such behavior Neanderthalic.
At one point my wife and I looked at each other questioning whether we were going to get up and leave because of him. We decided we liked the car and that we would be the adults in the room. So, we suffered through his 10 minute speech about how only that car was authorized to go through the Lee Johnson car wash. He told us stories how your shop manager yelled at a customer who kept bringing other cars through the wash. Really? It’s that bad that you have to lecture customers – paying customers! – about that?
I kept thinking that this guy is the Finance Manager, which means he is leading and training other finance people to be as rude and obnoxious as he is; you may want to rethink your company’s approach to that. I have never appreciated school yard bullying.
Two other issues bothered me. One, we brought the vehicle home and the very next morning found the driver front corner panel had popped out of place. So, now two things come to mind – 1. Your 150 point inspection form wasn’t very effective or your inspector wasn’t very attentive. 2. Amazingly it popped out of place after we turned down your bumper to bumper warranty. A bit cynical of me, I admit, but after hearing the party line from Mr. Zemke I had a bad taste in my mouth.
The last issue that bothered us and, I admit I didn’t realize it until the next day, the car came with only one key – one ‘very expensive to get copies of’ key. One very expensive to get copy that can only be made at a dealership like yours. That’s pretty sad that we spend over $20K at your dealership and the ‘Certified Pre-Owned’ inspection doesn’t include ensuring there are two keys. Now we must spend an additional couple hundred dollars to get spares made that should have been provided by your dealership. That should be your company policy that no “Certified Pre-Owned” car goes off your lot with only one key.
In conclusion, we have always had a great experience at Lee Johnson’s Dealership in the past, both buying cars and working with your service department. I still remember how good Scott Trail was with the Mazdas – that guy memorized the vehicles inside and out. This last time, though, I was under-whelmed with your choice of finance managers. Further, the problem with the front corner panel popping out and lack of keys are issues you should have handled before we ever walked onto your lot. For those three reasons I will find it hard to recommend you as highly as I have in the past.
If you would like to follow up on this communication please feel free to contact us. You should have our contact information in your files.
Wishing it had been better,
George and Geffen Myers
My main issue dropping two stars is that after the maintenance was done, I was informed that because of my car's special oil requirements, they added a $20 surcharge to the $40 bill (50% increase!).
Since this is a standard situation with my car, I don't understand why they couldn't have told me beforehand.
Because you have responded and will be reimbursing me for the 2nd oil change I will definitely reevaulate your rating on Surecritic; this shows me that you do take things seriously and you have the customers best interest at heart. It has restored my faith in your service. Thank you for taking the time to respond and explain the situation. Because of this I'm sure I will be re-visiting your location when I need additional service. Thank you for going the extra mile.
We're thrilled to hear you had such a great experience with our team, Sally. Thank you for your kind review!
Thank you for your great review, Ken. We appreciate you!
We appreciate your business, Gordon. Thank you for the great review!
Thank you for the 5 star review, Travis. We appreciate your business!
Thank you for taking the time to leave us such a wonderful review, Prairie. We appreciate your business, and we hope you enjoy your new Mazda3. Congrats!