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[Gavin Chatt]

Ok a couple of stories to show the difference in dealerships with recent purchases.

CAR ONE – Holden Cruse Series 2 – New
My daughter was looking to purchase her first new car a couple of months ago, she went to Brian Gardner’s Holden (a place I had purchase new cars through in the past) the salesman was very nice, approachable and seemed honest, we sat down to discuss our needs and to look at a trade. The valuator took the car and reviewed it, he came back advising that the bonnet and roof of our vehicle has been resprayed and it was not worth a great deal. I was blown away but these comments so much so I contacted the dealership the car was purchased from (John Hughes) and was advised by the manager there of the damage policies when cars as I knew my car had never been damaged whilst in our position and based on what the manager advised this car had not been damaged whilst in theirs. The manager also knew a few friends in management positions of Holden dealerships and he would call them have a chat and get them to call me (John Hughes don’t sell new Holden’s) so to me this was great service still being provided through John Hughes some three years after my purchase through them.

I received a call from a couple of car yards however called Allan at Shacks Holden in Freo, I described the car I was looking to trade, advised him of the stupid allegations received from Brian Gardner’s Holden he review the details regarding the trade vehicle and even without seeing it offered $1500 more subject to viewing however, we headed to see them and after they viewed the trade offered another $500 more, but the time we had negotiated the deal we were now $3500 better off. I didn’t even push for better I was so happy with the service from Allan and his boss Angelo that I didn’t wanna push for better. At this point the also through my daughter’s name is the draw to win a new car. Which she won btw – A brand new Holden Barina Spark which she gave to her mother.

Fantastic Service from Shacks Holden and when my other two kids are looking for cars that’s where we will be shopping.

------------------------------------------------------------------------------------------------------------------------------------- Now the flips side

CAR TWO – Chrysler 300C Sedan
I was looking for a Chrysler so I already knew what I wanted and finally located one through DVG Maddington, I was talking to New Car Sale as the one I was looking at whilst a 2010 and registered was only driven by the dealerships manager. Lee who was helping me was brilliant and so was he co-worker Chris (so far so good) I went home and talked to me wife to discuss the vehicle and see what she thought. All was good so just before Christmas the wife and I headed in to the dealership, we were greeted by the sales person looking after second hand cars I advised him we were looking for Lee who followed behind as he remembered me, he advised that the car had now been moved from New Cars to second hand cars as it was close the then end of the year and asked if this was ok. I accepted the situation and was then introduced to the sales guy from the used cars.

During the negotiations I deal with the salesman, his manager and finally the dealer principal as I was going in hard for the best deal, at the end of the day I was advised that the car needed some new parts in the front end during the first test drive as it was making a clunking sound (yes read the posts on that now) and the reason is simple, that being that a customer has come in to have the work done on his car and as the parts would take a bit of time to get they pulled the part from the car I was looking at to fix up the customers. I was also advised that the replacement parts for the car I was looking at had been ordered at the time of the removal of the parts.

I was also advised by the dealer principal that I should be able to get the new car by the coming Sat but could not make any promises, I completed the deal with the understanding the car would be ready by the coming Sat of the latest the following week. I then headed home and waited for a phone call to keep my in the loop, I never received this call so I proceeded to contact them, I got through to the salesman who advised he would need to finds out and call me back, I didn’t receive a call back from him I did however receive a call from is manager who advised the car would not be ready this Sat as the parts had not arrived, I am a buyer in supply and logistics and questioned why it would take so long to get the parts when they were ordered before we had even thought about purchasing a Chrysler. I followed up with my purchase of a new grill form the states that’s the USA and I can have my part here within 10 working days including custom clearance. He then advised that the parts had not been ordered until the vehicle was sold, so what he was now telling me was that they didn’t order the parts until I had purchased the car.. So I was not advised the truth here. Later in the day (couple of hours later) the salesman contacts me to tell me the car was in the shop and the parts had arrived this morning, after questioning him further and telling him two hours ago I was told the parts had not arrived he ensured me they had.

Now in to the new week without news or a confirmed delivery date I made a call to the salesman on Tue who again said leave that with me I’ll need to find out and again never called me back, I again called him later in the day (about 6PM) and was advised by reception they could find him, I then asked for the manager who couldn’t be located so finally I asked for the dealer principal I had to leave him a message as he was not answering either. I then called again Wed (see the paten here) this time I got through to the salesman who told me the car would not be ready this Friday (the new date we were aiming for) as I was in the area I drove around to find out what was going on, unexpected the salesman had nowhere to run and I again asked “so what’s going on?” he said he would get his boss I said go get the dealer principle as it was he who closed the deal with me. He came back without his however had his boss in tow, who then proceeded to tell me he didn’t care what the ramifications were he would not release the vehicle until it was finished I quested why it takes three days to change out some parts when my mechanic can change these parts in ¾ of a day. I also suggested he needed to think about customer service and get his guys in on the Sat to finish the job, something we do in our business if needing to get a job finished on time. We went back and forth I kept my cool and at the end of it he also advised he needed to drive the car once complete to make sure it was ok, after he tells me he is not a mechanic so could answer my question on why it would take so long yet the car needs to be tested by him??

Friday comes I now receive phone calls from the salesman first call around 9AM to tell me the car was being worked on even tho he had not talked to the workshop as yet he will and call me back, around lunch time I get a second call and was advised the car is still being worked on and they will do the best they can to had it available. I receive a call from my brother in-law asking me to go to the same car yard to have a look at two cars as he was looking to purchase a replacement car. Upon my arrival I see the Chrysler in the yard looking ready to go, so I ask and was told no it won’t be until Monday again asking why was told they needed to complete the Chrysler 300C paperwork again I asked why this can’t be done on line and also advised that the insurance on the trade car ends at the COB tonight and the Chrysler 300C will commence.

Finally after he talks to his manager he tells me the car is ready however not detailed as I was heading back to work after holidays I’ll take the car without it being detailed as I’d have no way of getting back to collect the car once back at work, this is TWO WEEKS later mind you. I am told the manager drove the car, the service had been done so all was ok. I left my car and headed out the yard after closing I could still hear the clunk however thought maybe it needs to settle in, well after a number of KL’s and four days later the clunk it still there so it will be going back to get sorted.

End of the day, would I purchase another car through DVG Maddington,,,,,, NO WAY
I feel I have been mislead three different times and as such I’ve lost the trust needed when doing deals with people.

Others may have had better luck dealing with the team but it shows the difference we’ve had between dealerships within a two month period

* I must point out that my frustration with DVG was not being told the truth or not being kept in the loop.

* From my point of view a valuator need to be qualified for example in Paint and Panel, Mechanics etc

BTW turns out the salesman from Brian Gardner quit and ended up at Shacks Holden and the reason for quitting, was not happy with how the customers were treated.

[Mr Pink]

Hope they get it fixed for you and you have no more problems with them mate.

[Iain]

Thanks for sharing that story. Chrysler with their parts are very strange indeed. When my ECU failed ( believe me you don't want it to) they said they had none in the country and it would take over 2 weeks to get in( im talking of my limo here which would cost me thousands of lost income). I called a fellow limo operator who know this chrysler dealership and within 1 hour I had a call back saying the part will be in tomorrow and will be up and running within a day.

Seams Chrysler have a issue with parts. And please don't get me started on one of the service managers there and how they left my stretch in a carpark overnight ( lucky for me I drove past that night saw it there with its hazard lights flashing so I drove home got my spare keys went back and took the car home as no way was I leaving a 200K limo there, And you know the scary bit. They did not even notice it missing in the morning, Oh and that so called sales manager blamed me for it being left there even though they had the keys to the stretch and it was their responsibility). So yeah I think chrysler need a huge lesson in customer service.

[mojododo]

That 300c deal sounded dodgy from day dot, as soon as i heard oh its had parts taken for a customer car, SEE YA LATER.


Good to hear you did get the car in good working condition though, even more dodgier caryards would have just oiled up the clunk and given it to you.