Milani & Norman Auto Sales and Leasing Inc.

Reviews 3

AL

Allen Son

Overall, I came out with what I wanted and would recommend this dealership, although it did not go as smoothly as I would prefer. To elaborate on this, I picked up my preferred vehicle for a price we both agreed on. During the drive home I noticed some knocking issues with the vehicle and quickly called back to notify Steve, my sales consultant of the issue. Steve was very helpful and advised a plan to get everything fixed and insured that it would be free of charge. One gripe I have about this fault is that it was not found by the dealer during inspection, which caused me, the customer to take time out of my day to take the vehicle to get it fixed - negative customer experience. Chris, head of service was in charge of this issue and is very knowledgeable, understanding and couldnt have dealt with the issue any better. This issue gave me a bad experience with the vehicle itself and I no longer felt happy even though the issue was fixed(replaced coil pack). I vented my feelings to Gerald, Sales Manager at the time and although he listened, I will be honest and say he did not seem to care. Chris overheard my conversation with Gerald and completely took over and once again reassured me if I wanted to change my mind on the car, that I was able to. He did not care of the reasons why I changed my mind, if I wanted to, I was able to! Looking for a different car now, I had to deal with Gerald and Danny? the sales consultant available at the time. They had good recommendations for my needs and we ended up finding a honda civic that I liked. Price negotiating was not a good experience with these two individuals. I am relating my experience with the purchase of my previous vehicle with Steve J, and Taylor the Sales Manager. I described to them my unpleasant experience so far and even after the fact, they quoted me what I believe was an unfair number. The price difference of the car I just purchased from them and the vehicle I wanted to change into was a 2000 dollar difference. What Gerald and Danny was trying to do was make me pay the difference of my NEGOTIATED price on the initial vehicle to the more expensive vehicle that I wanted. They wanted 3500 PLUS tax. They even docked off 500 dollars off my car as a trade in so I explained to them I wasnt happy and they were basically making double the profit off one customer. I am sorry to say this but they basically played dumb and said they couldnt do anything about it. I left. Walking back they approached me and gave me a final offer. Still not happy with their offer and left. After driving home I was very upset and was ready to put in a complaint to BBB. 15 min into my drive home, Gerald called me back and explained Chris, the service manager asked about me and wanted to make sure I was happy and was willing to give me whatever my asking price was for the new vehicle. Finally.... I decided to pick up the vehicle the same day as long as the battery was replaced or charged (was dead) and window was replaced as it had a 2 inch crack and was spreading. Everything was agreed upon and was set to pick up the vehicle in 3 hours. Upon arrival the vehicle nicely prepped for me to pick up(Good job on the detailing!). They did not replace my window but only filled in the cracks to prevent any further spreading. I am fine with this but I am 100% sure that I asked for it to be replaced... At this point I honestly didnt want to waste any of my time. Big thanks to Steve J my original sales consultant who answered many questions. I definitely recommend Steve, he has been in the business for many years and knows what it takes to earn your business. Thanks to Chris to actually changing my mind on the complaint and also to Lloyd, the promotion manager on portraying the companys motto of customer service.

---

TY

tyson busby

I went and searched through out the local dealerships online looking for somthing that would work for my family I was looking for a 7 seater they had somthing went in took it for a test drive and totally went the opposite way into another 7 seater vehicle a few days later. My salesmen was Steve E very respectful guy and easy going. Its not hard to get along with people that actually open up to you about there life they dont look at you as a customer they look at you as someone they want to be apart of the buisness for years down the road on any other purchases that you may need. There not pushy about things they want you to feel comfortable in your purchase and you kind of go in there and take the steering wheel yourself and choose your own options in picking out a vehicle you want sure there is alot of great things about certain cars but in all honesty most people will do there research on a vehicle before going to look at a vehicle so there is no pushy sales tactics in anything he was just there to guide you through the steps that needed to be taken before moving forward. Also Nathan the financer great guy easy to get along with all though sometimes paper work can be a little bit of work hes someone thats not there cutting you off he holds up a conversation and jokes around and talks about his life aswell. we actually talking about our children showed pictures of our children it as the easiest process to get through because you feel so comfortable there. As I was waiting for insurance after my purchase I was wondering around the front of the room away from the desk and I could over here at the front desk a man go over customer service with people working and how you should answer phone calls and how you should speak to customers and how things should be done to make a customer feel comfortable, I work in the customer service industry and I know how much an impact a first impression makes on individuals buying product from your company after I was all done and walking out the door passing the desk where things were being discussed a man standed up and introduced himself it was Mr Milani. He gave me a starbucks card and thanked me for coming in, I will be totally honest I dont do surveys ever but after everything I went through and how comfortable it was I had to, but it was that moment when I shook hands with Mr Milani realizing he was the one going over everything with his employees about customer service and how phones should be answered and how customers should be treated that was the deciding factor on writing this review you dont really see that anymore in the business theres operations managers and managers that take care of that but here it comes straight from the top and everyone works together and everyone enjoys being together and it really seems like they try and be a better company everyday not just in car sales but in customer satisfaction.

---

CH

Christina A

We would never recommend this dealership. We bought two vehicles in one day. There were multiple services required on both of them when we left the lot. We trusted proper follow-up on their part to finish our agreement. That was and is not the case. We have had to make contact multiple times to fix those things, and only some of them have been completed on one of the two vehicles. We made contact continually with Milani Norman on the hope that they could earn our trust and loyalty. In the multiple contacts we have had with three separate departments, they failed to deliver on all counts. We reviewed our purchase agreements once we got home, and found we were horribly over billed. We then had to go back into the dealership the next day and have them re-do the paperwork. That began the pointing of fingers between the different departments and the people working there. It became obvious that there was a severe lack of professionalism. Where as we had been given the "royal treatment" when buying, the two people working in the financing department took a dramatic turn when the issues with over billing were presented to them. I was bullied into keeping the warranty program we wanted to have removed. We were told that was the cost (Over $500 each policy - $1000 total MORE than I wanted to pay), was the real cost and I had to just accept it. I was not given the option to cancel (and it was my right to do so, even though they did not allow it that day). We took our concerns to the actual warranty program (independently of Milani Norman). They attempted to assist us and speak to Milani Norman on our behalf to have the policies removed. The woman in the finance office for Milani Norman outright refused. Her business temperament is one consisting of heavy handed rudeness, and absolute disregard for customer satisfaction. We would never want anyone to have any dealings with her or that office. So, here we sit, with outstanding issues on two vehicles, and overpriced warranty programs we didnt agree to. We have read the previous posts. If you have no expectations of appropriate accountability and follow up from a car dealership, this one deserves all five stars.

---

---