I really do not understand why they have such a high rating. I received the saddest excuse of a customer service experience.
I got a 2019 Civic on a lease with the salesperson. Initially it was fine. We agreed on a price, she offered me a free oil change, and I was told a check will be sent to my house to return my deposit. Although her service was not that great, I gave her a good review as a sign of good will, as reviews help them.
Over a month later, my uncle wanted a lease, so I took him to the same salesperson. We agreed on a deal and I asked the salesperson if my uncle would get a free oil change like me. She told me she did not know what I was talking about but said she can try asking her manager, which she never did.
My uncle was not approved for a lease as he was under a work permit, so we decided not to get the car. I then asked the financial manager when my uncle would receive his deposit check. He told me they did not make checks and did not know what I was talking about, as you have to come into the dealership so they can credit you the card that was used. I was confused and angry because that meant I was waiting for a deposit that was not coming, and no one told me about this. I tried calling the salesperson who was very receptive to my calls when discussing the lease, but when the lease was not approved, she never returned my calls.
My sister called Westwood and spoke with the sales manager and explained the situation. He said that he found a check under my name dated from May. I did not understand why I did not receive the check when I picked up my car, why ,no one did anything about a check sitting since May, or the fact that they told me they did not write checks but they did. My sister and the sales manager agreed to meet me the following week at 6:00PM so I can pick up the check and discuss about this situation.
I went to the dealership at the scheduled time and was told that he left at 5:00PM. I was very mad and told the situation to the assistant manager.He gave me my check and told me he will mail my uncle's ASAP. I still wanted to meet with the sales manager and he told me he would be at work the next day.
The next day I got a call saying the sales manager had to leave due to a family emergency. I told them to let him know to call me ASAP when he is back.
I waited until the next week but he did not call me back. Eventually I called him and I angrily asked him why he did not show up to our initial meeting and why he did not call me back. He replied yelling at me that he would never schedule a meeting after his working hours and told me about his personal reason and told me to "have some compassion". I was very taken aback and told him I never once said anything about his personal reasons and he should not be acting this way. He then told me he told my sister that he gave me a $100 credit, which I confirmed with my sister that he never said that. He told me he would get back to me once he confirms my uncle's check was sent, which he never did.
I waited until the end of the week for his call and eventually emailed the general manager. The general manager was also away and notified me that he would get the sales manager to reach out to me.
The week after he finally reached out and he gave me a very half-hearted apology saying he was "sorry about everything". When I asked specifically what he was sorry about he said "sorry about your experiences". I was so sick and tired of this service so I told him to send me an email about the oil change and $100 credit I was entitled to, so that I can have a paper trail. He sent me an email just regarding the $100 credit, and I had to ask him again to confirm the oil change.
This entire process took around a month to finally get resolved. I never thought I had to chase grown adults to do their job. I hope no one becomes a victim like me. Please do yourself a favour and go to another dealership. I would rather pay a bit more than to leave my services in this dealership's hands.