Brandon Murray | Page 5

I am so glad Katia answered after I called about a test drive. She knows every detail about every car on the lot and has a pleasant, no-pressure demeanor. She introduced me to several in management, alon drive. She knows every detail about every car on the lot and has a pleasant, no-pressure demeanor. She introduced me to several in management, along with Conner, and they are also the utmost professionals. A great experience all the way around! More

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My overall experience with Jim Ellis Mazda of Marietta was positive because - most importantly - I got a deal I was happy with on a brand new CX-5, however, the customer service component was lacking and was positive because - most importantly - I got a deal I was happy with on a brand new CX-5, however, the customer service component was lacking and has room for improvement. The primary sales agent I worked with was Katia, but I also had some interactions with sales manager Brunno, and finance manager Brandon. I came to this dealership due to it's proximity to me. I wanted a new CX-5, had a trade I was going to put towards my final purchase, and I had an all-in price in mind that I wanted to stay under. My purchase was going to be outright - no financing needed - so I was expecting the entire process to go fairly quickly for that reason. Katia helped me find a vehicle in the color combo I wanted for a price I felt good about and informed me that the price includes certain things such as Paint & Fabric Defense and Window/Tint Guard. I decided to take a day to think about it. I ended up finding another CX-5 at another dealership (who was going to offer me more for my trade) at a higher trim level, for a slightly higher price but they had to transport the car from another lot – which is ultimately what drove me back to the first car I saw at Jim Ellis Mazda, that along with their offer to come down on the initial price. At this point I was communicating with Brunno regarding my final all-in price, but he informed me that the lower price Katia offered me would not include Paint & Fabric Defense and Window/Tint Guard – which Katia did not inform me of. As I wanted those things included, Brunno said he would honor that (however, when I got my final price sheet after my purchase was complete, I did not see those services listed out so I’m not sure I actually got them). I completed my transaction via debit card over the phone (I did not come into the dealership for this) with the finance manager Brandon. Once completed, I was not given any further instructions nor did my sales agent follow-up with me directly, in fact, I had to reach out to her in order to set an appointment to complete my paperwork and pick up my car the following day. I found this odd, especially after making such a large transaction. I showed up at my appointment time the next morning to fill out paperwork and pick up my car thinking it would be a quick process, however, I spent a lot of time waiting and I’m still not entirely sure for what. Apparently, the paperwork wasn’t ready upon my arrival and/or my car was still being prepped, which also seems odd to me since I made my appointment the day prior and had already made my payment, and for those reasons I was expecting everything to be ready when I arrived. Katia would leave me waiting for long periods of time and pop in every now and then to let me know we were still waiting on my paperwork. At some point she did a demo with me on some of the features of my car but I felt like this was incredibly rushed, especially given all the time I spent waiting alone in her cube I would have liked a more thorough walk-through of the car and all features. I was given a Customer Delivery Checklist after the fact and upon review I found several things I was not shown during my demo that was listed on the checklist. Also, at some point while I was waiting alone in Katia’s cube, I overheard other salespeople speaking negatively about a potential customer and their offer on a car. While they may have not seen that I was sitting in ear shot, I found this unprofessional, and it made me uncomfortable. Ultimately, I felt like the communication throughout the entire process was chaotic and inconsistent. I was not made aware of the steps of the process or even what I would be doing next, and I more often than not found myself reaching out to inquire, as opposed to being provided the level of out-reach and customer service I would expect given that I was making an out-right cash purchase on a brand new SUV. Once my sale was secured, I noticed that out-reach to further dwindle. I have also tried contacting my sales agent post-purchase and left a message on her voicemail to inquire about adding onto my warranty and other upgrades I was interested in for my car, however, my call was never returned but I have since been bombarded with requests from the dealership to leave a review about my experience… In the end, I am happy with the price I paid for my new vehicle, and I am happy with the car itself, which is the only reason I walked away with an overall positive experience. More

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