Customer Loyalty Questionable
HARTFORD, CONNECTICUT -- Harte Infiniti Customer Loyalty Questionable
Thursday, January 8, 2009
I would like to start with our initial impression of Hartford Harte Infiniti Dealership was one of a relaxed and respectful experience and the compliments will stop there. My wife and I have experienced in our opinion one of the most disrespectful decisions made by a car dealership and their sales manager, whomever will own up to the final decision made to sell a vehicle in which we had verbally committed to out from under us. In respect to the dealership they had no obligation to sell us this vehicle, but please recall that our initial impression was one that we felt that a verbal commitment was sufficient and that a financial obligation was never discussed but would have been made by us if we knew that the vehicle would be sold under us without even a phone call offering us the opportunity to have first refusal.
The following are a chain of events that led up to what had occurred. The vehicle in question had just been taken in on trade and was yet to have been sent through the dealerships service department, so they had yet to know what they had to invest in this vehicle to make a profit, fair enough to me as a consumer, we had made an offer to the salesman and awaited per his direction the final outcome of the service department status as to whether our offer was acceptable or not.
These events occurred beginning on New Years Eve and New Years Day, I had brought my wife to the dealership to test drive the vehicle and get her opinion, we both felt confident in our decision to purchase this vehicle and made that very clear to the salesman, with his guidance and respect to us as valued customers we felt that when we had left the dealership on New Years Day that we would hear back from him within a day or so to let us know what we would have to do to seal a deal and purchase this car.
This opportunity would never come to fruition for us and we feel to this day that this vehicle was sold as an inside deal to one of the employees friends and or family members, we feel as customers who live by the morals of Mr. George C. Harte, Sr. quoted as saying "The Harte Auto Group has been a family owned and operated, community business since 1951 when George C. Harte, Sr. purchased Harte Chevrolet in Meriden, CT. Since then, Mr. Harte's son, George Harte, Jr has acquired multiple locations including 3 Nissan dealerships, 2 Infiniti Dealerships, a Subaru Dealership and Suzuki. George Harte, Jr has never left behind those humble beginnings though and prides his organization on community and service. "
That those who are responsible for the actions/decisions that have occurred at the Hartford Harte Infiniti Dealership do not reflect upon Mr. Hartes intentions to serving the community and the customers in which he relies to support his business.
Shame on those involved in what we feel has cost you and Mr. Harte a reputation of what may be the minority of customers but still have the right to voice to those future customers our less that desirable experience and will forever discourage anyone from dealing with such shallow individuals in which we feel have also convinced Mr. Harte that they share the same values as he is quoted to have and blatantly disregarded for their own self gain in life.
As a successful business owner of twenty five years I can assure you this is no way to conduct business and earning the respect and trust of customer goes much further.
Please feel to free to contact me with any questions you may have in regards to our allegations as this story goes beyond what I have posted and I feel that there is always two sides to every story as the dealership deserves the right to tell theirs. I can be contacted at firstname.lastname@example.org
Anthony R. Lancia, Jr.