Bad dealer experiences?

addison1062 · 04-21-2008, 10:10 AM

Sadly, to say I am passing on my smart purchase, largely in part due to the very bad dealer experience I had with Loeber Motors in Chicago and with my assigned salesman, Mike Espinoza.

To simply put it, I felt the dealer was extremely unaccommodating, difficult to deal with and extremely pushy. The lack of communication as to when my car would be arriving to the call of come pick it up or else we are going to sell it attitude and the calling of every number I supplied to smart 2-3 times a day, I felt was way over the top. Then when I tried to work out an arrangement to pick up the car at a later date that would be easier for me because I couldn’t take delivery when they wanted due to a business trip, I was told to give them a $1000 to hold my car or else it was to be sold. I fought with them over this and it became $500. They were happy to take this payment over the phone, but now I have to make visit to their dealership to get it refunded as they won’t do it over the phone. I have NEVER known a dealer to be unable to issue a refund. Never.

So, make a long story short, between the lack of communication from smart which left me caught off-guard to my dealer experience and salesman, I chose to walk away from my smart.

I will be back when I find an alternate dealer and place a new order. I will be giving smart my feedback on Loeber Motors attitude towards me, as well.

Anyone else have a dealer/sales person that they wanted to strangle?

blackbeagle · 04-21-2008, 11:38 AM

It's unfortunate that you got treated that way. It's no way of doing business and shame on them for not recognizing YOU as a customer AND a big referral when you drive it around the streets.

I guess that's what tends to happen when there is such a big demand for the cars. If you don't get it, someone else will so they are not going to go out of their way to get it into your hands. Someone else will gladly pick it up.

I would let it go and chalk it up as a bad retail experience. But before I do so, I would definitely make a visit and request a one on one with a GM.

Good luck-

JONBOARDMAN · 04-21-2008, 11:52 AM

I noticed when my car came in and I was contacted everyone at the dealership was new to the business.

From what I was told Smart Centers only get a 30 day notice of the cars arrival for each $99 depositors car. They don't have a spread sheet or anything else to help them track the cars.

I completely agree that it was a very hohum feeling from the dealer over the phone for a car I had ordered over 1 year prior. I also ran into finance issues. I had just purchase a car and recieved 5% interest and they told me 8.9% or nothing. It took about 4 calls to get to the manager who quickly apologized for his new sales persons mistake and my deal went smooth from that point.

Just call the dealer and get a manager on the phone. This should make your experience what you expect.

Happy driving

E-SMART · 04-22-2008, 07:16 AM

Quote:

Originally Posted by addison1062

Sadly, to say I am passing on my smart purchase, largely in part due to the very bad dealer experience I had with Loeber Motors in Chicago and with my assigned salesman, Mike Espinoza.

To simply put it, I felt the dealer was extremely unaccommodating, difficult to deal with and extremely pushy. The lack of communication as to when my car would be arriving to the call of come pick it up or else we are going to sell it attitude and the calling of every number I supplied to smart 2-3 times a day, I felt was way over the top. Then when I tried to work out an arrangement to pick up the car at a later date that would be easier for me because I couldn’t take delivery when they wanted due to a business trip, I was told to give them a $1000 to hold my car or else it was to be sold. I fought with them over this and it became $500. They were happy to take this payment over the phone, but now I have to make visit to their dealership to get it refunded as they won’t do it over the phone. I have NEVER known a dealer to be unable to issue a refund. Never.

So, make a long story short, between the lack of communication from smart which left me caught off-guard to my dealer experience and salesman, I chose to walk away from my smart.

I will be back when I find an alternate dealer and place a new order. I will be giving smart my feedback on Loeber Motors attitude towards me, as well.

Anyone else have a dealer/sales person that they wanted to strangle?

I'm reading your post with interest; I'm also right behind you (your resv# was 1187 mine is 1188) so my car should be here quite soon. So far, my communications with Loeber has actually been good. Colin Lane has been my main contact (brand specialist) and he has responded to every inquiry (usually same day) and he called and emailed me when the 30 day window finally arrived (that was 3/25, I was out of town on vacation but was able to respond back via email) as well as gave me my VIN so I could track it on the ship to Baltimore. I guess we're not sure of all your specifics related to the delivery day that they wanted you to pick it up but I would have thought that they could have worked out something for you within reason!

I guess my situation could be a bit different as well; I don't travel over long periods of time that much, the smart will be our 4th car, I already have my E-SMART IL plates to transfer, I could actually leave early from work to get the paperwork done (wife absolutely HATES having to wait at dealerships so she'll just have to come back to get it with me, she'll be the primary driver) and we plan to pay cash (no financing, etc.). It's still no excuse for Loeber though and as they do read this forum hopefully some follow up action will be taken. Obviously, you need to do what you think is right because YOU are the customer after all! Hope this doesn't permanently sour you against the smart brand and we'll see you in a smart down the road . . .

addison1062 · 04-22-2008, 09:36 AM

Quote:

Originally Posted by E-SMART

I'm reading your post with interest; I'm also right behind you (your resv# was 1187 mine is 1188) so my car should be here quite soon. So far, my communications with Loeber has actually been good. Colin Lane has been my main contact (brand specialist) and he has responded to every inquiry (usually same day) and he called and emailed me when the 30 day window finally arrived (that was 3/25, I was out of town on vacation but was able to respond back via email) as well as gave me my VIN so I could track it on the ship to Baltimore. I guess we're not sure of all your specifics related to the delivery day that they wanted you to pick it up but I would have thought that they could have worked out something for you within reason!

I guess my situation could be a bit different as well; I don't travel over long periods of time that much, the smart will be our 4th car, I already have my E-SMART IL plates to transfer, I could actually leave early from work to get the paperwork done (wife absolutely HATES having to wait at dealerships so she'll just have to come back to get it with me, she'll be the primary driver) and we plan to pay cash (no financing, etc.). It's still no excuse for Loeber though and as they do read this forum hopefully some follow up action will be taken. Obviously, you need to do what you think is right because YOU are the customer after all! Hope this doesn't permanently sour you against the smart brand and we'll see you in a smart down the road . . .

I am okay with smart itself as they went from 0-60 in a rather short time, so I know the kinks will get ironed out - it's not easy to start a new car brand in the short time they have, so no worries there. I will be back but this time, in a cabrio. However, I am thinking of telling smart I prefer to have it sent to the other dealer in the chicago area, whose name escapes me at the moment.

As for Loeber reading these posts, I really hope they do. They need to understand that having a hot item is not an excuse to treat a customer poorly. I even saved my phone records on all the numbers i was called on to show how many times a day I was being badgered, if push ever comes to shove. I did leave some of the specifics out as I condensed the post to prevent it from becoming long-winded, but will happily provide it all to you offline.

Ironically, I had a call from Mike yesterday, telling me I no longer needed to come in to get refund... Hmmm...

Anyhow, I am bummed I had to let it go, but I wasn't going to stand for it. However, I still think I might speak to the General Manager one on one, if for nothing else than to tell them of my experience with them.

In the meantime, I can now wait all over again for my Triple Black Passion Cabrio I just reserved! =)

saronian · 04-22-2008, 04:20 PM

That's really too bad. It does sound like Mike Espinoza was the bad apple, but the result is your car is passed to someone else and the dealer makes more money off an orphan.

Also, I thought we all had a contract with smart USA which gave us 30 days after notification by the dealer to execute a written purchase agreement. Any additional money could only be requested upon signing such agreement.

It looks like Loeber Motors did not perform as contracted with smart USA. I would be complaining to smart about this.

Because this is unlike any other car buying experience, I would have put up with a jerk salesperson just to get the car. I have to admire your integrity and hope you end up with an outstanding black cabrio.

meaux61 · 04-22-2008, 04:43 PM

Addison, Contact Bob Wilshaw. He is the midwest regional Manager. You SHOULD be able to get your car that you reserved. You are allowed 30 days from the time that they tell you it is in, until you pick it up. YOu do not have to put down money to hold it. When did they tell you it is in? Definitely talk to the Manager at Loeber and to another brand manager. You are not stuck with Mike. PM me and I will give you BOb Wilshaws phone number. At the very least, he might be able to have your car sent to the other dealership, or even to Milwawkee where the doc fee is much less.

Meaux

MENSA42 · 04-22-2008, 04:48 PM

yea, "addison".....PM me and i'll tell you the best way to contact him. Kevin

meaux61 · 04-22-2008, 05:47 PM

Yeah Addison (live near Wrigley?) PM Jeepster, he has something better than a phone number.

Jeepster, you are a PAIN!!

Meaux

CruisingAZ · 04-22-2008, 05:56 PM

Quote:

Originally Posted by meaux61

You are allowed 30 days from the time that they tell you it is in, until you pick it up. You do not have to put down money to hold it.

That was my understanding as well, I plan to pick mine up but not the minute they call me, they can wait for me to find the time to stop in even if it takes 29 days.