This dealership lacks professionalism & courtesy on behalf of their management. They should be aware of that a dealership visit doesn't mean Purchase.
A visit to a dealership doesn't mean a sure purchase at no time or another. The meaning of shopping means just that. I understand that they want our business but under no reason should they try to entice or obligate a consumer into purchasing a vehicle. yes, I realize they want to make the sale but when the consumer says no it's NO. If a consumer doesn't feel comfortable with the payments well then bring the price down of the vehicle to a comfortable payment range and not put up an attitude like the So called GM of the dealership does. Very unprofessional. We the consumer always have the right to Ay or NAy and not feel threatened by aggressive Sales Managers. That's not a way to Seal a Deal. I had that issue with there Sales manager on a day that I went with my son to look at some vehicles. It was a coincidence that I also saw a vehicle of my liking. We first dealt with my son's vehicle then mine in which both times I had issues with the Manager at hand. He couldn't understand that I didn't feel comfortable with neither car monthly payments. I told him that the deal will no longer go on because of this and that I will go purchase elsewhere. That didn't go to well with them. I really didn't care if they liked it or not, it's our hard earned money. Push came to shove and we got got some half decent monthly payments even though I know they could've gone down some more without losing. After all said and done we took the vehicles home that evening and didn't realize until the morning that my son's car had some damage to the windshield in which we couldn't detect that late in the evening. We took the vehicle back the next morning and I kind of told them that I didn't want the vehicle with a damaged windshield. It had two(2) small cracks and quite a few chips on the windshield. The Sales managers smart answer was let the Insurance take care of it. Really, we just the bought the car. That is no way to run a business or less treat a consumer. When you run a dealership that sells cars of this magnitude and by that I mean Mercedes Benz, BMW's and other expensive vehicles. Those vehicles should be thoroughly inspected and certified. Another issue with this dealership is when questioned about an issue, they take forever to solve or contact you. There should be no reason for such delays. There answer is always that we're busy. They just don't put much emphasis in resolving and issue. I'm also having an issue with a tag transfer from the one car I turned in to the one I purchased from them. It's going on two(2) weeks since the purchase and they're still holding old tag in there office. There response is "You have a temp tag" still good. I want my tag, no temp tag. My wife purchased a car about Two(2) days later from a different dealership and had the tag transferred from my old car to her new one within 2 hours of the deal. So why such delays? I feel that's done intentional. This dealership needs to be more assertive in regards to attending to the consumer a little bit more prompt and courteous. They need to realize that most consumers know about vehicles and not try to treat them like if they knew nothing. A vehicle down payment isn't mandatory but it can help the deal but a trade in is as good. Don't lie on the prices of the vehicle and how they got them. I for one went to a local bank and questioned the price of the vehicles and was told that they were a little overpriced from the book value. In closing, treat the consumer with more respect and dignity. WHEN IT'S DEAL OR NO DEAL. DON'T GRIPE or SNARL.... They can make a better payment adjustment to our liking and satisfaction. By the way, the salesman handling my deals (cliff) and the financial personal were great and well mannered in handling our deals. Not much to say about the sales manager but replace him or retrain him in guest service etiquette.
A better payment plan to our financial needs and satisfaction. Something should give for the aggravation of putting up with this when we didn't need too. We just went there for a simple look around and not aggression 101 for not buying. I feel that there is still time to reconstruct the contracts.
Contact Name and Title: Wisam T***
Contact Phone: **********
Dear Mr. **************
It is to my dismay that I find a long complaint. We take our clients and their opinions very seriously. We have been in business for 21 years and have an A plus rating with BBB for a reason. Our customer satisfaction is at 99% and our reputation has not been duplicated for the past two decades.
I am looking into this letter and analyzing every phrase and word written. Of course we wish there was no complaint submitted and possibly you could have communicated to Cliff or Frank of your frustration. I know getting a "good deal" is very important and that is why the owner prices our quality vehicles to sell. He hand picks each vehicle and sells only what he would put his own family in. We also have a knowledgeable experienced staff that makes car buying easy and hassle-free. Everyone knows we are genuine and not the typical car dealership where our customers are not just a number rather they become part of the Michaels Autos Family!
Frank has been the GM for Michaels Autos for 7 years and everyone in Orlando loves him. He is from New York and our clientele who have met him make friends with him or come back over and over again asking for him to get them a second, third, and even forth car. I must say, I was personally surprised at the fact you felt this way about Frank.
Looking into this I found some discrepancies, first the first vehicle you purchased was on May 26. You came back the next day on Friday 5/27 when Frank went above and beyond to fix some cosmetics on the C250 proving how happy you were with this vehicle that you voluntarily purchased the 328I for yourself. The confusion is: if you felt "aggression" at this point most people would not buy a second vehicle. We are happy to serve you and get you not into one great car but two amazing and unique vehicles. I must say, I did review the pricing while comparing the packages and cleanliness of the cars and I want to personally assure you that you got a great deal.
Next I noticed a third inquiry for another vehicle I believe it was for your wife. Some might ask, why try for a third car if you were not happy with car 1 and 2? I understand we make decisions sometimes that we are weary about. Please understand that we really do our best to make each individual client happy. We try to make clients get into their dream cars everyday and with our long and strong history with over 20 banks we make things possible most other independent dealers can not.
You stated you were not happy with the vehicle you got for your wife and we are not happy to hear that. I am sure you know the vehicles you got from us are solid cars and are making heads turn, however your complete happiness is important to us. You are welcome to continue talking to Cliff or contacting Frank directly at (407) 382-3000.
At this point the contracts have been submitted to the banks in accordance to your signed and agreed paperwork. Let me know if there is anything further I can do for you. Remember, we are happy to have you as part of the Michaels Autos family and you will always be welcome to come back and choose from a fine selection of late model cars, especially imports like BMW and Mercedes. Thank you for your precious time.
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course by no surprise to me that ownership would back up his GM (employee) no matter the issue. My answer to your statement as far as Frank going the extra mile to secure the deal. NO. He actually almost blew the deal at hand. He totally disgraced the deal with his uncanny and unprofessional behavior. The one who actually secured the deal was your salesman "Cliff". His professional and great salesmanship sewed up the deal. I really was on my way out the door with my son. Both deals at hand were blown to bits thanks to "Mr. Frank" your "Good Employee". The merit award goes again to Cliff, give him all the thanks, credit and ovation for the way he conducted himself after Frank almost blew the deal for him. Cliff saw my reaction and stood firm on his dealing with me and actually put some good words and numbers with his financial dept. and convinced me to go ahead with the deal. On my honest opinion, Frank should really thank Cliff for making him look good cause Frank really looked like a total fool on his performance. Frank should take a REAL GOOD look at Cliff on his performance and professionalism with prospective customers. He can learn a great deal from Cliff. As far as recommending your dealership to my friends or family, at first I said to myself "No WAY" but after thinking about I think I would just because of Cliff'e dedication to his job. I would recommend them to ask for Cliff and Cliff only. If by any chance Frank decides to Intervene on the deal I will let them know to have him butt out. Again, I would please like to have you guys really applause Cliff for his actions on dealing with me and the two(2) vehicles we purchased. As for the tags! They knew from day one(1) that the car and tag belonged to my wife's car and told that there was no problem. So after all said and done, you continue on relying on Frank and hopefully your business will prosper because I really think that you have been lucky so far. I feel that I've been the only one so far to step forward and let you know of his situation on handling your place of business. I just hope that other customers step forward someday and say something also. I really don't know if this his first issue like this that he has encountered but if he had others. He's been very lucky as well as yourself. Again, on behalf of Cliff and the rest of your team. Like the saying goes "They're Great". On a more friendly suggestion sir, Please secure your business with a better GM. I would to see a good dealership go sour because of one bad apple. FYI, please have those cars more thoroughly checked. And yes by the way, we're enjoying our cars..... Also before I forget, can I have the new tag mailed when you guys receive it and the old tag also in case you still have it. Thank you and have a great day. Mr. Cliff....APPLAUSE.......Thanks again....
Final Consumer Response
From: ************** (mailto:************************)
Sent: Monday, June 27, 2016 5:39 PM
To: Better Business Bureau
Subject: (SPAM) Re: BBB Complaint Case#*******************************************
Good afternoon Mr. *******, hope everything is going well. I would like a favor from your office at this time in reference to complaint ********* if it's possible. Recently I stopped by the Michael's Auto Sales location where I purchased my vehicle and my son's to pick up my new tag. Upon my arrival I was greater with the up most respect by there staff including Mr. Frank himself. Once I received my tag I had a closed door one on one discussion with there finance manager. We had a pretty good discussion in reference to my complaint I filed against their dealership and Mr. Frank. Don't think that at no time or another I felt threatened by this conversation. It was a good one on one conversation between him and I. All aspects of the complaint that I filed was bought out into the open and why. I sat down and heard on there behalf the history of their company and the business of their staff. He also heard why I filed my complain against Frank and why. I explained to him that it was nothing personal against Frank himself but a business related issue. Before going to pick up my tag today from them I spent the last few days discussing with my wife the complaint that I filed against this person in question, Frank. After discussing the matter more and more with my wife and thinking about it I've decided that I wanted at this time to formally Withdrawal my complaint against Michael's Auto Sales and Frank. We had a pretty productive meeting and discussion in which we both saw both sides of the story. At that point Mr. Frank came into the office and joined us in the discussion. All aspects of that day in time was bought into the discussion. After all said and done everything was wiped clean and straightened out hand shaken and done. So going further again I would like it please to have the complaint taken off record if possible. Let bygones be bygones. Life is to short to hold grudges.
Thank you for your attention in this matter and hopefully can do this for us.