Metro Betera Jeep Complaint - Silver-spoon dealership, the next generation owner
SPRINGFIELD, MASSACHUSETTS -- The initial deal we got was good. Nick, the salesman worked with us on a new 2012 Wrangler Unlimited. The one we test drove was a soft top with no hitch. So without a hitch and a soft top, we really did want that one, so Nick told us about a Sahara model. In the end, we decided to purchase the Sahara. When we were working on the deal, Metro stayed opened 3 hours past closing, working with us. Needless to say, when we looked at the Sahara Unlimited, it was dark. So after purchasing the vehicle, Nick said that they would register the Jeep on Tuesday (DMV is closed on Mon. in CT) and we would make the trade for the vehicles at DMV. The next day my husband and I drove back to Metro to give them my new insurance card and sign of the title of my PT Cruiser. Since it was daylight, we looked at the Sahara. We noticed that there was a pool of water in the middle console area. We asked Metro if they can check it out when they do the all around inspection. Tuesday morning around 10:15, Nick called to ask about my insurance and said that the Jeep is being looked at and it should be ready by 3pm. Approximately 2:30pm Nick called and asked if we can pick up the Jeep at the dealership later that evening. We settled on picking it up on Wednesday evening. During the day on Wednesday, my husband got another call saying that it will be a couple of days because they had to order a new seal for the roof, since it was crimped from the top not being placed on the Jeep properly. My husband called me and told me what was going on. My husband didn't like the idea that there was a leak in the new Jeep and that there was a pool of water. Who knew how long it was wet, or if it leaked on the navigation console area. So I called Betera, looking for the owner. I was told he is semi-retired, so I asked for the next person in charge. She gave me Mike. I called Mike and explained the situation and asked him to contact my husband, since I was at work. In the meantime my husband talked with the General Manager at Metro and he said he'll see what he could do. We felt uncomfortable with the purchase because of the leak and asked if we could get a different Jeep. Mike called my husband and he told him the story. Mike asked what we wanted to do. My husband said either get another Jeep or cancel the deal because the mechanic said he didn't know how long the leak was going on for. After Mike called my husband back, he just kept saying that they were putting on a new seal and the Jeep should be fine. My husband told him we haven't even driven the Jeep off the lot, why do we have to settle for this? Mike said there was nothing he could do about it and that's just the way it is. So my husband told him if that's the customer service he provides as being one of the owners, then the least I could do is to let everyone know through our power of the media, how his customers are treated. My husband told him he was very disappointed in his customer relations and asked him how he could have started that business with such disregard for customer service. Then Mike said, "not every customer is happy" and my husband asked if he was going to use that slogan in a commercial, since we have done some commercials in CT. He then hung up on my husband. So to know who we are, just for fun Google "Stolen Puppets" and see how many different medias we connect with on the web and TV. On the other hand, the general manager at Metro that my husband talked with was much nicer and more understanding. He said that he wished he had been called first. We hope that they other owners know how Mike treats his clients and that they have a chance to fix this poor customer relations.
Also, when we were filling out the paperwork for the Jeep, the finance person sold us the extended warranty, based on the fact that he said that we weren't going to find it anywhere else for cheaper. The next day while getting my insurance for the Jeep, I noticed that my insurance offers BMI for a lot cheaper. When we dropped off the title and insurance card, we told the financial person that we didn't want the extended warranty. He said when we get the account number, call up the warranty place and cancel it. The next day I called the warranty place, just to verify what the financial guy said. The warranty company said that if the cancellation is within the first 30 days, that I need to tell the dealership and the financial person will have do redo the paperwork. When I told some people about this, they said that it sounds like the financial person didn't want to redo the paperwork.
We picked up the Wrangler Unlimited on Saturday. Everything was fine when we picked it up. We had Mr. Houston cancel the extended warranty. First Automotive has terrible complaints and a poor rating. We asked if the General Manager was there, and he was not. Nick said that he will be in on Sunday and that we can give him a call. The General Manager told my husband previously to see him before driving home the vehicle. Nick said that he had the service department clean up my Jeep. (Every place I bought a car from, they clean cars automatically. If they dirty it, they clean it up.) My husband and I also did not appreciate Nick's constant joking about we got the vehicle for free. Really...then what is the financing for?
When we got home, we were putting some of my stuff in the vehicle and I noticed a small screw under the back trunk mat. I have no idea where this came from or where it goes. Hopefully it's not something important. Also the inside of the hardtop had all fingerprints from the mechanics on it. They show up nice on the white...so much for having the vehicle cleaned. Thought not a huge deal, one of the valve caps was missing on the driver's side front tire. It's just one of those things that if there's supposed to be five valve caps on the tire, then I should have had five valve caps on my tires. Again, this is not a big deal, but when someone is spending a significant amount of money for a brand new vehicle, you expect top notch service. I've bought three brand new cars, not including this one, in my lifetime and this is the worse I've ever seen. The lack of care and details is horrible. My uncle used to buy cars every few years and he never had any type of problem.
On Sunday my husband called up the General Manager at Metro. They said he wasn't available, so he left his phone number. He never received a return phone call. My husband then called up the number that you called on. He couldn't remember your name, but spoke to someone else. The only thing they said was that we can bring the vehicle in for service at the Riverdale location. Wow, thanks for making the customer happy. Great damage control.
In closing, at least I have my dream Jeep Wrangler Unlimited. When it comes time for my husband to get a new vehicle, I will have to think twice about where we go. Good thing it's not anytime soon because I still need to recoup from this experience.
I would not recommend buying a car from any of the Betera dealerships.