Mattie Imports Complaint - Customer Service Not A Priority
FALL RIVER, MASSACHUSETTS -- Upon agreement to purchase a 2004 Certified Pre-Owned Jetta GLS wagon, the dealership agreed, at my request, to replace a set of worn Michelin tires with new ones before delivering the car. Instead of replacing them with Michelin, I received the car with Aurora brand tires - hardly equitable in terms of price, quality and safety. In fact, Aurora in not commonly a recognized, rated or available brand among industry experts and suppliers due to their sub-par nature. The value of the tires is far below the value of the tires on the vehicle I purchased and thus, the value of the car delivered to me below what I agreed to. Upon addressing the issue, I was told that I'd asked for new tires and gotten new tires. The dealership not only refused to rectify the situation but flatly refused to even acknowledge their unethical actions. These are not tires that come standard on VW vehicles and actually necessitated intentional effort to get them to increase their profit on the sale at the expense of a customer - an already more than reasonable profit given that I paid only $300 below their starting asking price (the $300 minimal discount was in exchange for taking financing through VW at a higher APR at the dealer's request) . For a company claiming superior service due to it's "family owned" status, I have been sorely disappointed in their actions. In addition to the very poor customer service I experienced throughout the process - unreturned phone calls, delinquent delivery of the car and inaccurate paperwork (for which I paid a $204 "admin fee"), they went out of their way to deliver the absolute minimum in terms of quality. Ultimately, it would have cost them a few hundered dollars to address my complaint and simply remove the Auroras and replace them with Michelins, but apparently good service and customer satisfaction are not worth the expense to Mattie Imports. I would NOT recommend this dealership and would be very careful should you choose to do business with them in the future.