Maria M.
Yelp
If I could give zero stars for the initial customer service experience, I would. My family and I came in to inquire about the pricing and financing of a few vehicles we were interested in. We were initially assisted by a sales representative named Alex, who was polite and began explaining some of the details. However, he soon brought over someone he introduced as a sales manager named Mike -- and from that point on, the experience quickly deteriorated.
Mike began writing down various numbers on paper, but the information he presented was inconsistent and confusing. When we asked for clarification, rather than offering a professional response, he became defensive and accusatory -- suggesting we were questioning his intelligence. His tone grew increasingly arrogant and confrontational.
Despite our efforts to de-escalate and ask for a calmer conversation, Mike raised his voice and justified his behavior by saying, "I'm Italian, that's just how I talk." He then stated that he would speak to us as if we were his children to "teach us how to respect elders," claiming his age and experience made him more knowledgeable than us. This behavior was highly inappropriate and unprofessional.
At one point, I turned to Alex and asked if another manager could assist us. Mike interjected and declared that he was the main manager and no one else could help. He then made a disturbing comment suggesting that my mother and I stay behind while he takes my brother outside "to teach him a lesson." Understandably, my brother became upset and asked him to repeat what he had said. In response, Mike yelled at Alex to accompany him and left the table. At that point, we chose to leave -- no customer should be treated this way, especially when trying to make a purchase and simply understand financing options.
On the way out, I stopped by the reception desk to ask how I could file a formal complaint. A different sales rep and the receptionist were both extremely kind and apologetic. While I was providing information about the situation , I witnessed Mike approaching the reception area speaking about my family in front of another manager named Sam.
Fortunately, Sam allowed us to share our experience, answered our questions clearly, and sincerely apologized for what had happened. During that time, several employees shared that Mike's behavior is a recurring issue and has impacted both staff and customers negatively.
We were ultimately helped by Davit, a finance manager (proving that Mike was not the only one available, as he claimed). Davit was courteous, respectful, and also apologized on behalf of the dealership.
We did end up purchasing the vehicle we were looking for, but the entire process was unnecessarily stressful due to Mike's conduct. If it weren't for the professionalism of the receptionist, the other sales person, Sam and Davit, we would have walked away entirely. I strongly urge management to re-evaluate the impact certain employees have on the customer experience. One person's unprofessionalism can tarnish an entire company's reputation.
