Sarat Ford Sales, Inc.

Excellent service. This is my 3rd car I bought at Sarat Ford.

EXTREMELY poor customer servicePurchased a 2009 Chevy Cobalt January 9. After I agree to purchase the vehicle, I needed to go back and sign paperwork to close the deal and finance the car. I called them in the afternoon and said I'd be there at 5:00pm and the sales person, [redacted] said that was fine. When I arrived, they put the plates on my car and I waited and waited and waited to sign the paperwork. I told the sales person at 6:30pm to get my plates and I was leaving. He didn't seem to care that I had been waiting and hour and a half. I had gotten no apology or any type of response showing he cared. I left and the following day went back to do the paperwork again because I needed a car. Finally signed the papers, but they couldn't put the plates on because they needed to register it and I used dealer plates. They said they would call me when this was done, but I never received a call. Two weeks later, I called them to find out what was going on and Kevin, the original sales person, said it had been done. Not sure if would have ever called me. When I saw him to get my plates, I asked him where the other set of keys were (at the sale he told me he had to get the spare keys from the previous owner). His response was, "oh, didn't I already give them to you". Then he found them. I asked him why the remote start didn't work and he said the he never told me it had a remote start, only a remote unlock/lock. After persisting, he looked a the starter and figured out how it worked. This is after telling me that he told me he never said it had a starter. So the beginning of Feb I finally got registered and my plates. When driving it from the time I had gotten the car, I noticed that the there was no gear indicator, not where the shift is or on the dash. I couldn't tell what gear I was in. So I went there and the manager, [redacted], said contact your sales person and make an appointment to service it and get a loaner (this was on a Sunday). When I called, [redacted] was not in and after explaining my situation to another person over the phone, I was transferred to another person, and then to [redacted] voicemail after someone else told me [redacted] wasn't in. My time is limited with work and all, that I needed to get this done. So I called back only to get the run around again. [redacted], the mgr, never bothered to assist and why [redacted] was the only person who could get me a loaner car was beyond me. A couple of days later, finally gotten the car to the service center. I told them the problem with the shift and that the sound indicator for seat belts, lights on, etc. was not working either. I had the car in service and used a loaner for approx.1-2 weeks. After actually driving this car less than two months, I noticed another problem. The dash and radio lights randomly dim, not sure why, but it seems like there is an electrical problem and also, the key had gotten stuck in the ignition where I was late for work because I could figure out the problem. I called the phone listed in the service book that came with the car and finally had gotten the key out. Anyhow, these are two more problems with the car and have a feeling this is not the end of it. So I went to Sarat and spoke with [redacted] sales mgr about a refund or another car. He told me the only car they had for the price I paid (9,700) was a 2007. I didn't want an older car for that kind of money. He said I couldn't have a refund because that's not how it works. I told him that I only had this car a short time and I deserved a refund since I couldn't get something else. He did not seem to care and that's the way it is. I would have to have it serviced, AGAIN. Between all the people I've encountered at this family-owned business, NOT one of them cared. I had gotten the run around from the time I bought it to present. Now I'm stuck with a $9,700 vehicle that I feel is unsafe. Their 'oh well, too bad, so sad for you' attitude was and is horrible. I would not recommend this company to anyone.Desired SettlementA refund or comparable replacementBusiness Response First I would like to apologize for the poor service and the run-around. Mrs [redacted] has an appointment at our dealership on March 24th at 8am with our service department to address and hopefully correct the few remaining problems that she is having with her car. We also have a no charge loaner set up for her if needed. I do admit that she has had a few small issues with the car but so far we have repaired them all at no charge to her. I am assuming that we will also repair her latest concern on March 24th and hopefully that will take care of everything. As far as the replacement or refund goes we cannot go in that direction. She has only had a few small issues that were repaired at no cost to her. Her car has never broken down or left her stranded. I have personally driven her car and felt very safe in it.Sincerely; [redacted]