Bad experience at Avante

[Pamplemousse]

I was at Avante on Saturday late afternoon to test drive Mazda3 with Kent. He was really professional and knowledgeable with the car. This was our second time testing the car and we loved his service. We sat down to talk about numbers and he took our preferences and went into his manager, the senior manager!!! She came back with numbers that were very good ($266/month tax in with all the frieght and PDI rolled in with a 36 months lease), but since it was late in the afternoon and we said we will come back on Monday.

When we returned on Monday and wanted to take the deal, the other manager told Kent that they have made a mistake on Saturday, while the senior manager was MIA! We insisted to wait for her to come back to honour her numbers. 45 minutes later, she showed up and said "the computer was down on Saturday and I had to do this manually, since I am a human, I am allowed to make mistake. I have been working here for 16 years, and this rarely happen." I was shocked with her "apologies" and wondered how she could make such significant mistake if she has been doing her job for 16 years.

She has made a mistake of calculating a 48 months lease at a 36 months leasing rate. What I don't understand is, if she has been selling this for so many years, wouldn't she second think/calculate when she saw the numbers? Then she started to throw statments like,
"I came in here from 7:30 and work until 9" (if this is your dealership, this is your JOB!!!)
"We are only making $150 profit on this car" (I honestly don't need to know, do you want me to feel bad for you? that's not why I am here.)
"I was at the doctor's appointment and if I really want to avoid this, I could have keep myself away from the dealership" (how professional!!!:bang)
"If you can't see that this is not the price we can sell you, I will have to ask you to leave!!!" (and I went silent!!! ... so people, just don't go there, they might ask you to leave!!:(!)
And during the whole time, while we were sitting in our chairs, she was talking down on us with a very blunt tone.

Then, I have to ask for a proper number as per our terms. So we took that number and went to a different Mazda to see what they think and if they can do a match up. NO WAY will the other Mazda match the numbers!!!

I just want to say, it was not REAL DEAL at Avante. Very disappointed!!!

[JonsMazda]

Go see Jeff at Mazda of Toronto, he won't BS you.

[cwp_sedan]

People do make mistakes, so take it with a grain of salt. If you went to another dealership and the price was really low as well and Avante was trying to scam you, then I could understand, but they weren't, or so it seems. I know you are upset because you have to pay more but there's nothing you can really do about it since that's the actual price you are supposed to be paying.

You could have gone to any dealership and they "could" have made the same mistake.

Some of those comments were extremely unprofessional though on the managers part. That obviously made up your decision to go somewhere else so hopefully you have a decent experience there.

[Kumar_1]

Go see Jeff at Mazda of Toronto, he won't BS you.

+1

[Jeff-TheBiz]

Go see Jeff at Mazda of Toronto, he won't BS you.

Good idea to call first.

(416) 642-7777

I am normally in:

Mon 2-9
Tues 10-9
Thurs 2-9
Fri 10-6
Sat 9-6

[SKYMP3]

45 minutes later, she showed up and said "the computer was down on Saturday and I had to do this manually, since I am a human, I am allowed to make mistake. I have been working here for 16 years, and this rarely happen." I was shocked with her "apologies" and wondered how she could make such significant mistake if she has been doing her job for 16 years.

She has made a mistake of calculating a 48 months lease at a 36 months leasing rate. What I don't understand is, if she has been selling this for so many years, wouldn't she second think/calculate when she saw the numbers? Then she started to throw statments like,
"I came in here from 7:30 and work until 9" (if this is your dealership, this is your JOB!!!)
"We are only making $150 profit on this car" (I honestly don't need to know, do you want me to feel bad for you? that's not why I am here.)
"I was at the doctor's appointment and if I really want to avoid this, I could have keep myself away from the dealership" (how professional!!!:bang)
"If you can't see that this is not the price we can sell you, I will have to ask you to leave!!!" (and I went silent!!! ... so people, just don't go there, they might ask you to leave!!:(!)
And during the whole time, while we were sitting in our chairs, she was talking down on us with a very blunt tone.

Mistake does happen, but what shock me is her attitude and response to you (if that's exactly the same word she said to you). She pretty much don't care about your business, take it or leave it. I won't buy from this type of seller even she get me a good deal, if for a tiny bit of difference I will still go somewhere else.

[vinnierap]

I agree that people do make mistakes and Sh*t happens. BUT, what if they would have signed the contract that day with the original umbers the manager provided? Would she come back and say oh, we made a mistake you have to give us more money?

The professional way to deal with this situation would have been if they offered some god incentives/accessories to make up for the mistake that was made to keep the customer.

Again, this is assuming that all of the information and "comments" are correct.

[aris]

That's crazy they told you to leave .....

[mazdaspeed87]

Dear Pamplemousse,

My name is Stefano Serpa, and i am replying to this post with my sincere apologies regarding your experience with us at Avante. For 17 years, Avante has strived to ensure all quotes given are honored. We regret that this was not escalated internally and you were not inconvinienced in any way. We are here to ensure that your experience with Avante Mazda is in fact the REAL DEAL, putting our clients first at all times. I hope that this has not impeded your thoughts on us as a dealer, and want to ensure things are done right. In doing so, I would ask for your permission for our Controller, Thushen Naidoo to call you at your convenience to clear this up. By doing this, this issue can be resolved, proving Avante's credibility and validity. If this is okay by you, please provide your contact number and/or email here, or you can contact Thueshen at 905-780-9999 anytime during operating business hours. Once again, my sincere apologies for this experience, and i am sure we can resolve this. Thank you for your time, and for bringing this to our attention.

Have A Great Evening.

Sincerly,
Stefano Serpa
Internal Support, All Divisions

[Pamplemousse]

I think at that point, we have looked beyond the numbers. We were more upset with her attitude and her unprofesssionalism over this matter.

[Pamplemousse]

That's crazy they told you to leave .....

Actually she told us to leave TWICE!!!

[aris]

Actually she told us to leave TWICE!!!

I believe it...

[Pamplemousse]

Mistake does happen, but what shock me is her attitude and response to you (if that's exactly the same word she said to you). She pretty much don't care about your business, take it or leave it. I won't buy from this type of seller even she get me a good deal, if for a tiny bit of difference I will still go somewhere else.

Oh those were the few quotes I can remember as I don't want to quote her wrongly. She also said that there was no point of us continuing 'this' as we have started on the wrong foot anyway. She had no interest to mend her error and try to keep the sale. I was too upset to remember all that she said. She didn't even have the decency to send us off with an apology when we got the 'real' numbers and leave the showroom.

Near the end of our conversation, we pointed out to her the obvious and addressed that she has an attitude problem (because the way she talked down on us with her body language) and she was really offend. She even asked if we needed her to "go on her knees and beg for forgiveness". We were furious!! :flaming

[starscream]

Oh those were the few quotes I can remember as I don't want to quote her wrongly. She also said that there was no point of us continuing 'this' as we have started on the wrong foot anyway. She had no interest to mend her error and try to keep the sale. I was too upset to remember all that she said. She didn't even have the decency to send us off with an apology when we got the 'real' numbers and leave the showroom.

Near the end of our conversation, we pointed out to her the obvious and addressed that she has an attitude problem (because the way she talked down on us with her body language) and she was really offend. She even asked if we needed her to "go on her knees and beg for forgiveness". We were furious!! :flaming

SEE BELOW


Dear Pamplemousse,

My name is Stefano Serpa, and i am replying to this post with my sincere apologies regarding your experience with us at Avante. For 17 years, Avante has strived to ensure all quotes given are honored. We regret that this was not escalated internally and you were not inconvinienced in any way. We are here to ensure that your experience with Avante Mazda is in fact the REAL DEAL, putting our clients first at all times. I hope that this has not impeded your thoughts on us as a dealer, and want to ensure things are done right. In doing so, I would ask for your permission for our Controller, Thushen Naidoo to call you at your convenience to clear this up. By doing this, this issue can be resolved, proving Avante's credibility and validity. If this is okay by you, please provide your contact number and/or email here, or you can contact Thueshen at 905-780-9999 anytime during operating business hours. Once again, my sincere apologies for this experience, and i am sure we can resolve this. Thank you for your time, and for bringing this to our attention.

Have A Great Evening.

Sincerly,
Stefano Serpa
Internal Support, All Divisions

At this point Pamplemousse, we get the point. It wasnt professional and you didnt like it. However they are trying to resolve it, so you can choose to use that or not to. But theres no need to keep going over the same material. Youve made youre point, the dealership has noted it and even came here to seek you out. Youre choice to go ahead with it or not to and find another dealership. Reply after youve taken the steps to let us know how things have turned out.

[Pamplemousse]

I will contact them in the morning, however, I wanted consumers and dealerships to understand that this is a serious matter. This has not only put a negative reputation on the dealerships' customer service, but it has also hindered our confidence in them. I wish not to overgeneralize my bad experienece, but I also want others to be aware of their consumer rights. This matter kept us exhausted.

Thank you and I will follow up our meetings.



SEE BELOW



At this point Pamplemousse, we get the point. It wasnt professional and you didnt like it. However they are trying to resolve it, so you can choose to use that or not to. But theres no need to keep going over the same material. Youve made youre point, the dealership has noted it and even came here to seek you out. Youre choice to go ahead with it or not to and find another dealership. Reply after youve taken the steps to let us know how things have turned out.

[Shinglez]

SEE BELOW



At this point Pamplemousse, we get the point. It wasnt professional and you didnt like it. However they are trying to resolve it, so you can choose to use that or not to. But theres no need to keep going over the same material. Youve made youre point, the dealership has noted it and even came here to seek you out. Youre choice to go ahead with it or not to and find another dealership. Reply after youve taken the steps to let us know how things have turned out.

+1

[mazdaspeed87]

Dear Pamplemousse,

Thank you for your response. We will await your phone call, and are ready to exceed your expectations. We do realize that this is a serious matter, which is why we wanted to take action right away. Thank you for your time.

Stefano Serpa
Internall Support, All divisions

[mazda72]

Wow, she told you to leave twice? If thats true and you weren't rude or rowdy yourself then obviously shes obviously in the wrong field of work.

If someone treated me like that I would never go back there again. Most if not all dealerships will treat you with respect and in a professional manner.

[Shinglez]

Wow, she told you to leave twice? If thats true and you weren't rude or rowdy yourself then obviously shes obviously in the wrong field of work.

If someone treated me like that I would never go back there again. Most if not all dealerships will treat you with respect and in a professional manner.

Before this thread gets out of hand, I'd like to let everybody know that it's clear that the dealer/buyer are resolving the issue. We understand the flaws in the deal, and there is no need to further the argument

[Pamplemousse]

Before this thread gets out of hand, I'd like to let everybody know that it's clear that the dealer/buyer are resolving the issue. We understand the flaws in the deal, and there is no need to further the argument

Agreed. I am currently trying to work this out with Avante and their Controller is showing me a more professional experience. My family and I are trying to see if we can work something out and hoping to put this negative experience behind us.

Thank you again for your feedback.

[Pamplemousse]

Dear Stefano,

Thank you for your suggestion and I know that Thueshen is doing his best to help us. I am grateful for your help.

Regards


Dear Pamplemousse,

Thank you for your response. We will await your phone call, and are ready to exceed your expectations. We do realize that this is a serious matter, which is why we wanted to take action right away. Thank you for your time.

Stefano Serpa
Internall Support, All divisions

[Neo]

The power of the internet allows people to post things without giving total information on their behalf or what truly went down on that day and in that moment.
I can't tell you how many times people have waltzed into a dealership and demand a certain price for a vehicle knowing full well it would be impossible to meet that request. Regardless of brand/marquee.

I have been dealing with Avante for the past 15yrs or so (almost as long as they've been opened!) And not once have I been treated "unprofessional". I have bought/leased over 15 vehicles from them, and just recently picked up a 2011 Mazda3 from them.

They have even gone as far as to seek you out again even after the manager behaved "unprofessional". That alone tells me something is up and we're not getting the full story.

Regardless, everyone is in negotiations again, and I have no doubt Avante will follow through.

[MPS]

Frank only keeps the best on staff
i know he is a hard ass but its all in favor of the customers

[sol_searchin]

Just fire her ass and hire another sales manager, there a dime a dozen lol

[mazdaspeed87]

Pamplemousse,

Thank you for bringing your experiences forward on the TM3 forum. Avante is proud of the reputation we have built in our 17 years of existence and customer satisfaction is paramount. It was indeed our pleasure to work with you and your sister to get you the 2012 Mazda 3 SkyActiv. We look froward to seeing you for your first vehicle service. Thank you once again for the opportunity.

Happy Driving!

Avante- The Real Deal

Stefano Serpa

[cwp_sedan]

:thumbsup

Glad everything got worked out.

[CelestSpeed3]

I was at Avante today for my 48,000km service. I've been going there since 2004. They are by far the best Mazda dealer out s far as I'm concerned.

[homieG]

Cheers Celestspeed3! Appreciate you!