First and foremost I will say that some of the employees are polite. That is about the only positive review I can give of this dealership. As for the rest, not so much. My husband, who is a disabled veteran, was looking to trade in our 2020 Passat that has roughly 6500 miles on it as it is getting harder for him to get in with his disability. I inquired on a Friday about a 2021 Sorento S that was on their website. Ms. Sherrill (a very nice lady) called me to set up an appointment. I told her about a previously awful experience we had the day prior and she assured me we would be taken care of as we live well over an hour away. She told me no problem and that her brother-in-law Larry would be told of the situation and scheduled us for 3 pm on Saturday. Saturday comes and we ask if there is any way we can do the paperwork over the phone to delay having to sit at the dealership for hours upon hours making it hard do to my husbands chronic pain. Fine, no biggie. However, we are then informed that the vehicle is not even at the lot, but is being lent out as a loaner and would be back on Monday. So, I rush around Saturday trying to get my car serviced and ready to go, fill out our credit application, take pictures, EVERYTHING to make sure I am good to go on my end. Fast forward again to Monday (today) and I reach out to them to inquire about what was going on. All morning into the afternoon I am being led around only to be told at 3:15pm that the car cannot be sold until the 22nd of May due to it still being lent out. So, not only have I wasted my time gathering information for them, here I am trying to buy a car that now has who knows how many miles on it before I can even purchase it. Larry then tries to tell me that a new car is still considered new if it has under 10,000 miles on it.......?????? So you're telling me that I am trading in a car with less than 6500 miles on it for a car that could possibly have the same if not more and you are going to tell me it is new all bc the "title" has not been processed. Um,.....how about no. I have seen cars on dealer websites that only have 1,000 miles on them and guess where they are listed......under the used car section. Mind you I am polite this entire time, even though after being told multiple times we would be taken care of and not led astray like the previous dealership. Look, if you cannot help us then just tell us you cannot help us. No sweat off our back. I get it you gotta do what is best for your business. I hear ya. However, do not drag a potential customer through an entire weekend with hopes of getting a car, then come the day you said it would be on the lot ask for more and more information knowing the car isn't even there to then tell me that you cannot even sell it until the 22nd of May. Poor customer service. I hope the next customer looking at a vehicle with you all has a better experience than you have given us.
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