Melissa W. on BBB
3 years ago
07/11/2018, 01:22 AM
ABSOLUTE BEST CUSTOMER SERVICE!
I went to Merchants Auto with absolutely no expectations of getting a new vehicle or even finding one I liked. I looked at their SUVs and found a few that I was interested in and that is when I met the salesperson Mike.
Mike was nice, friendly and very helpful. Instead of focusing on the sale, he asked me how he could help me feel good about purchasing a vehicle from them. I told him I was interested in 2 SUVs but instead of falling in love and finding out it wouldn't work out, I wanted to talk numbers. I explained what my situation was and what I could afford. He ran the numbers and said, this is what we can do...the deal was even better than I ever anticipated and once I was comfortable with everything, that is when I did the test drive.
Long story short, Mike did his best to accommodate my fiance and myself and even offered us pizza for lunch. Not only did Merchants give me more than I was expecting for my trade, my payments went down! My finance manager, Tim was just as wonderful. He talked me through everything, explained things thoroughly and was happy to answer any and all questions my fiance and I had. Everyone we encountered that day was friendly, smiling, personable and fun. I am so happy with my new SUV and am really glad I went to Merchants. Their customer service is outstanding and they will go above and beyond to make sure you feel good about the decision to do business with them and that you are taken care of.
Two days after I took the car home, I noticed the tire pressure light was on and when I looked at the tires, I noticed that there was a screw in my tire. I set up an appointment to have it looked at and see if they could patch it. I also needed them to check the wheel stud. Fortunately, they could fix the wheel stud but, the tire could not be patched and I needed a new tire. I asked them to please fix the wheel stud and I would talk to my fiance about the tire. While they were fixing the stud, I went to speak with Tim about some paperwork and I asked him if my warranty covered tires. Sadly it doesn't and he asked me why. I told him about my tire and he told me not to worry about it and that they would take care of it. I never expected that! Talk about exceeding customer satisfaction and expectations! I would highly recommend Merchants Auto to anyone looking for a vehicle and would have no reservations about doing business with them again in the future.