Bill Zuccarell | Page 7

I found Kistler to be flexible, interested in relationship-building, and accessible. As I told Ford in their quality survey, I started out trying to buy from a different local dealer after my relationship-building, and accessible. As I told Ford in their quality survey, I started out trying to buy from a different local dealer after my current car became unusable. That dealer failed miserably and wasted precious time. It put me in a position where I had to buy a new car quickly. I went to Kistler and was able to buy a new car that same day. I even drove the car off the lot. When I refer to Kistler as flexible, I am referring to their willingness to take on a discount that the other dealer was contracted to but failed to uphold. Kistler was under no obligation to honor the discount but did so anyway. Eric checked with his manager and the discount was included. Also, Kistler showed flexibility in my financing of the car. We had been hoping to hold out an additional three months before purchasing a new car so that we could complete our payments on our other car. While that scenario did not play out as planned, Justin worked with us to delay our first car payment by three months, effectively creating the same solution. Also, Eric was flexible in how we managed the test drive so that my wife and I each could test the car. Kistler was interested in relationship-building in the sense that they have you come back in to learn about the SYNC system. Bill is flexible in his hours, gets into the car with you and works with you on understanding how you might use the system. There was also a situation where when we had a feature added to the car, we had to delay that addition due to personal scheduling. Eric arranged that delay, and when we did have the feature added, the vendor returned the car to Kistler rather than picking me up and taking me back to their workplace. Eric was the one who called to investigate what happened, and rather than me taking time off work, he drove the car to me. So far, Eric and/or Bill has made sure the car receives a free car wash each time I have brought it in for anything (e.g., SYNC training, the mix-up in returning it to Kistler after the feature add). By accessibility, I mean that the type of car I was looking for was available. With the other dealer, we never even made it that far. It probably helps that I was looking for a Focus or Fusion, which are two popular models, but there were a variety of cars in stock from which to choose. I will note that I didn't find the "perfect" car, but there were plenty that had the key criteria I needed in a purchase. The dealership seemed adequately staffed for a Saturday (again, something that not all dealers accomplish). Most of all, Kistler was willing to work with me to negotiate a purchase. As mentioned previously, they were willing to look at a discount that they had no obligation to honor, they were willing to compare that to other discounts I had available to me, and they investigated whether Ford had any discounts going on at the time. Despite all of the above, I rated the "Price" category one step lower, and I will suggest it had less to do with the dealer and more to do with how I prepared for the purchase. I did my homework online, and had a certain price range in mind when I arrived at the dealership. However, the price range likely was based on a car without any features, and so the price for my car was a little higher. Also, if I recall, Ford didn't have any discounts going on at the time that I could combine, so that didn't help either. Overall, I thought Kistler did a real fine job. It's the first time in my life - including approximately eight to ten car purchases or leases - that I have purchased a car in one day. More

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I had narrowed down my choices between a 2013 Ford Escape and a competitor's similar-class SUV. Although I have worked with Kistler in the past, this time around I wasn't sure if I was going to stay with th and a competitor's similar-class SUV. Although I have worked with Kistler in the past, this time around I wasn't sure if I was going to stay with them or not. I set-up my test drive online and when I arrived everything was ready to go for me. Having investigated the 2013 Escape since before it was even physically available, I thought I knew all the ins-and-outs of the vehicle. However, as Eric and Mikel worked with me on my test-drive/questions they still managed to educate me further on the vehicle. Although I had been looking at the mid-range option while wishing for the top, Mikel convinced me to get the top-of-the-line Titanium a test drive. I made it very clear what I wanted for my monthly rate, how my credit was not so great, and going top-of-the line I thought was out of my range. "I'll get it done." was Mikel's response. I'll admit it - I scoffed at that. I laughed at him and he laughed at me for doubting him. But sure enough - when I returned from my test drive (knowing the minute I drove off the lot it was the vehicle I wanted) - Mikel had worked his magic and got me exactly where I wanted to be for a monthly payment - in the Titanium model. I have worked with Kistler in the past. I knew it was the vehicle I wanted. Mikel had come through on his promise. Needless to say, I never made it to my second test drive with the competitor's option. As we worked out my financing at Kistler, I called and cancelled that appointment. Eric, Mikel, Bill, and Justin were really great with which to work. Friendly, personable, down-to-earth, and no games you experience at other dealerships. The teamwork they have felt to be genuine, working hard together while still giving each other a jokingly-hard-time. Working with the team was the best experience at Kistler I've ever had. More

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