Wow, I haven't spent too much time at dealerships, but if my experience at Sherwood Park Dodge is any indication, I won't make too many efforts to visit them.
My wife and I inquired about a vehicle on SPD's website and asked some specific questions. While our email was quickly acknowledged (a good thing!), our questions were not, nor were they EVER answered, even though we were told by two different sales people that they would be.
We went to visit the dealership and take the vehicle for a test drive but had limited time. We spoke to the same sales rep we had been in conversation with via email, but rather than taking to address our questions, he said, "We'll take care of you" and just tried to get us to agree to an interest rate and buy the vehicle. It was nearly closing time, so it was obviously making a quick sale, rather than the right sale, was the priority.
We decided to return two days later when we had more time. We took the vehicle for a longer test drive, and this time, spoke with a different sales person. As we arrived, we saw another couple about to go out on a test drive in that same vehicle (they were in it already when we got there). The new salesperson told us that he had to get the key - a process which took 30 minutes. Rather than acknowledging someone was out in the vehicle, he tried to convince us that it was parked somewhere on the large lot. We knew that wasn't true.
After our test drive, we asked him our questions. He told us to email them, and that if we did before 9pm, he would get back to us by early the next morning (8:30 or 9:00 a.m.). That never happened.
When I finally managed to get a hold of higher management (president, general manager and sales manager), they simply made excuses for their employees' behaviours and justified it. One manager even told me they couldn't get me the answers because they were short-staffed, yet when we were there, there were at least five or six sales guys standing around waiting for customers, not to mention the four managers in the "Sales Tower."
When they finally got back to us, at the end of the next day, they listed the excuses and then told us the vehicle was sold (to that same couple). How convenient to wait that long to get back to us. They didn't have to do any of the work. Had they gotten back to us when they said they would, the sale would have likely been made sooner, as we were VERY serious about purchasing the SUV.
Because of the lies, manipulation, deceit and outright justification of inexcusable customer service, we will never buy a vehicle from SPD and will do our best to let others know not to buy from there either.