11/3/09
Hello,
The last time I went on to this site was to complain about a situation I ran into while looking to purchase a vehicle at your Land Rover of Sudbury Dealership. One day after sending in my complaint I was contacted by David Melkonian, the General Sales Manager looking to find out more and to resolve the issue. From my first contact with David and the many following, he conducted himself as a gentlemen, looking to resolve the problem and earn our business by working with and for us. He was more concerned with satisfying us then just making a sale. He handled the matter personally and did not hand it/us off to someone else. David was never pushy and always very respectful and available to my wife and I. He treated us like we were his most important customer and never did he give us the feeling we were taking up his time.
Long story short, the way David conducted himself and represented your organization, made you another satisfied customer. My wife and I took delivery of our Range Rover last night and were very impressed with the almost two hours Matt Phillips took with us educating us on our new vehicle. He was very knowledgeable and willing to take whatever time was needed to make us feel comfortable with our purchase.
I have been in sales for almost thirty years and appreciate how David handled himself. My wife and I were very pleased with our experience and purchase and look forward to repeat business with your organization. We are also more than happy to share our experience with our family, friends and associates moving forward.
Sincerely,
Alfred
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10/26/09
Hi Phil,
I was very disappointed with the 2+ hours I wasted there yesterday. Over the phone you indicated to me that the trade in for our vehicle, if it was everything as we discussed, would be on the higher end of the range. As I had stressed to you, we needed to be at a $20,000 difference between the vehicles. The 2006 Range Rover I had called on was listed for just under $32,000. The high range of our trade was $10,000-$10,500. When we do the math, we would have been at about a $22,000 difference. I told you I didn’t want to waste your time or mine and would only come in if you felt we could get to that $20,000 mark. You invited me in and assured me you felt it was doable, but understandably needed to inspect my trade. I took time from work and came there yesterday before our scheduled appointment to look at your vehicle. When I got there you handed me off to Matt, who apparently wasn’t informed about our conversation. When Matt crunched the numbers, he was giving me $8,500 for my trade? How did we go from the high end to the bottom? I could see if I had our vehicle with me and it wasn’t everything I told you, but I didn’t even have it with me yesterday. So, what changed?
Also, Matt informed me that the advertised Internet price was the bottom line and there is no flexibility. He indicated this was Herb Chambers Policy. Where was this policy when we talked over the phone? Even if we were given $10,000 for our trade, we still would not have been at the $20,000 mark.
I have been in sales for almost 30 years and don’t appreciate the old “bait and switch” tactic that was used to get me in there! We gave Herb Chambers a shot earlier this year, when we were in the market for a Mercedes for my daily driver and were handled poorly and here again, bad business practices were displayed. We figured we would give Herb Chambers another shot, seeing you had a vehicle that we were interested in for my wife, but low and behold, more poor business practices.
I know you’re a big dealership, but I have seen bigger businesses than yourselves eventually destroyed from poor business practices causing disgruntled consumers and bad publicity. I am not sure how much more of my time I will waste on this, but be rest assured at the very least I will share with everyone and anyone my experiences with your dealership.
Sincerely,
AL
