Goldie Singh | Page 38

Missed all the basics, poor communication and failed on deal We were interested in a preowned vehicle they had listed (vw) so in the morning set an appointment to come see it. When we arrived the vehicle was out We were interested in a preowned vehicle they had listed (vw) so in the morning set an appointment to come see it. When we arrived the vehicle was out on a test drive with a walk in customer so we waited approximately 30 minutes. First thing we noted was a missing trim piece on the driver door handle and said if we do like the car that would have to get replaced. We knew what we were looking for and liked the car in general however the sunroof was stuck open and broken...which they explained would be fixed. We made a deal on it, trading our vehicle in and on the condition that the trim piece and sunroof would be fixed...which they said they already had a quote for. We were told approximately a week it would be ready. I knew it was going to a different shop for repairs and might have delays. No problem. A week goes by and I text my salesperson to find out the status...whp is getting is getting on a plane at that very moment out of the country for a family emergency, but instructs me to contact the sales manager. No problem...i empathise with this sales guy Goldie in his situation. Next day I left 5 voicemails for his sales manager between 9am and 6pm. Finally get a frantic call back that it's still at the other shop. At this point I still am understanding but a little frustrated that i am the one initiating communications and chasing an answer to what is going on. I asked if the door trim piece was being taken care of too...didnt know anything about it but would look into it. Brett Meadon is the sales manager I am dealing with and he tells me Monday they hope to have it ready. He will update me. Tuesday rolls around and me leaving several messages again I finally hear back that it's still at that other shop but he is sending his guys there at 4pm to get it and we can come by if we want to get it. I said I would like the car cleaned for my wife and Thursday is our next available time to come in. This should allow for them to do a delivery clean up on it. Ok great we are finally getting near. Thursday morning leave him a message at 8:30 to make sure it is on track to be ready. 2.5 hours later gets call that is being cleaned and will be ready but they wouldn't replace that trim piece because they spent too much on the sunroof repair. Too bad...he ordered it but wouldn't pay for it. My wife had the documents with her and cannot be reached at work, and I needed some information to get insurance set up and Brett says he will have someone call me with that info. 3 hours later I called in myself again and spoke to someone else to get that info. Finally at the delivery...vehicle is clean and another sales person is doing the delivery with us, Rudy, and he was very nice. Vehicle had a lamp malfunction indicator on the dash, so I checked and a front marker light and license plate light are burned out. Fuel is at 1/3 tank. I asked if i could speak to Brett...but no he was once again too busy to deal with a customer that was already signed. I was told he would call me. He didn't. We left, me upset with the lack of care put in to make sure things were taken care of and I will npw fix the burned out lights and door handle trim myself. Once at home I popped the hood and found the battery cover partially crushed as it was left on the side of the engine bay and hood closed. Overall...with what should have been a smooth experience wasn't. I had to self manage the process of finding out the status for several weeks, parts of the deal were not completed and then have to replace light bulbs and fill the tank myself thanks to the lack of care on this dealerships part. Not one phone call was initiated by them and all required me calling numerous times to get an answer. Horrible service. If the vehicle wasn't what we wanted, this deal would have been void long before the failures in customer service and mechanical aptitude. To reiterate fails: 1. Agreed upon repairs neglected because known repairs (employee damaged sunroof that they already had a quote to repair before we arrived) now cost too much 2. Repairs took double the time to complete....which I can understand...however it took considerable efforts on my part to learn about delays 3. 2 different light bulbs burned out at delivery...including a warning on the dash 4. Less than 1/3 tank of fuel at delivery 5. Brett Meadon (sales manager)refused to see us at delivery and said he woulf phone me....he didn't. 6. Brett promised he would have someone call with the info I needed to set up insurance....no one did 7. Battery cover was left off, hood closed on it and cover is cracked Overall the type of service that gives car dealerships a poor reputation. We didnt even negotiate a discount on the asking price...judt a slight negotiation on our trade in value, paid asking price with the condition that items noted would be fixed. I care little about the dollars...but the service was not that of any sort of professional or established auto group. The one star is the minimum that could be given...and I feel that had Goldie not been taken away with an emergency this would have been better. Rudy who performed our delivery was good but had very little involvement. Brett Meadon, this was your fail as a manager. You have done a disservice to us as customers and to Capital Auto Group through many different areas. If you are too busy yourself...delegate someone to communicate. Honour agreements and at the very least ensure light bulbs aren't burned out and fuel tanks aren't low at delivery. If these things aren't done....take a moment to face to face with a concerned customer. Future business relies on satisfied customers and you were too preoccupied the entire time to ensure any of this was being done. Note: when you said to me that you told VW you had a pissed off customer....the pissed off part was at you and your failure, not at them. The cost of your employee breaking a sunroof is a you problem not a me and my conditions of sale problem. Topping it off with no fuel and burned out lights, broken and uninstalled battery cover and an unwillingness to meet me...i hope that becomes a dealer principal and capital auto group problem. Good job on getting it washed though👍 More

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Great Experience My experience with this dealership was pleasant and they made the whole buying experience a breeze. Goldie jumped through every hoop I threw at hi My experience with this dealership was pleasant and they made the whole buying experience a breeze. Goldie jumped through every hoop I threw at him and he even followed up with me after the purchase to ensure I was still happy. He researched my car before I bought it so that he would know every aspect of it inside and out. I was texting him relentlessly and he responded everytime with professionalism and answers. He made it feel like I was purchasing a car off of a friend and not a dealership. Mike in the finance department was a hoot! I would describe him as a down-to-earth guy who tells it like it is. It’s refreshing. Very knowledgeable and easy to talk to while waiting for all the paperwork to come through. Laura in the service department/bay was also a pleasure to deal with. She listened to my concerns and made every effort to understand fully my concerns before addressing them. It was nice to be heard and understood. More

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Excellent customer and sales service Sale advisor has explained everything regarding vehicle and ready to help in the future if any problem or doubt occur. Finance manager has also helped Sale advisor has explained everything regarding vehicle and ready to help in the future if any problem or doubt occur. Finance manager has also helped a lot to finance a vehicle and explained each and everything. More

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Acadia Goldie was our sales representative at Capital Gmc, he was very polite, friendly but most importantly familiar with the vehicle we were buying. He wen Goldie was our sales representative at Capital Gmc, he was very polite, friendly but most importantly familiar with the vehicle we were buying. He went above and beyond for us as there were very minor issues with onstar connectivity. He dealt with the issues even on his days off to resolve the matter. We are 100% satisfied with him and the rest of the capital gm team. Customer satisfaction 5 star. More

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New Canyon A big shout out to all those at Capital GM who made the purchase of my new truck such a great experience. Truly professional. A special thanks to Gol A big shout out to all those at Capital GM who made the purchase of my new truck such a great experience. Truly professional. A special thanks to Goldie, Tony, Brett & Biljat More

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Best Buying and Service Experience We just went for a service for our old terrain and ended up buying a new Denali Terrain. Goldie was very helpful and patient in answering all our que We just went for a service for our old terrain and ended up buying a new Denali Terrain. Goldie was very helpful and patient in answering all our question. More

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Courteous, Efficient, Hassle-free purchase Mr Hubby has been looking for a muscle car for quite a while. Capital GMC proved to be the perfect dealership, left the place in a Mustang. Goldie wen Mr Hubby has been looking for a muscle car for quite a while. Capital GMC proved to be the perfect dealership, left the place in a Mustang. Goldie went above and beyond to make sure we were satisfied with all the features the car offers. So professional, knowledgeable, but in no way pushy what-so-ever. The paperwork was absolutely painless. I would recommend him to anyone who is looking for a new or used vehicle. More

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Fast, honest,great price, friendly The part I appreciated the most was that our salesperson (Goldie Singh) understood we didn’t live in city and made the buying experience easy and fair The part I appreciated the most was that our salesperson (Goldie Singh) understood we didn’t live in city and made the buying experience easy and fair. Every request, question, or concern was treated with pure professionalism. Thanks again More

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Attentive staff I found the staff, including the finance department, very friendly and engaging. They presented interested in making the purchase of a vehicle less s I found the staff, including the finance department, very friendly and engaging. They presented interested in making the purchase of a vehicle less stressful and more seamless. More

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Best experience Capital GMC Buick is very customer focused - with professional people offering an exceptional experience for the buyer. They excel in every way to ens Capital GMC Buick is very customer focused - with professional people offering an exceptional experience for the buyer. They excel in every way to ensure satisfaction. More

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