Reviewed : 10/06/2025
Comment : Update: After voicing my bad experience, Alicia and Joey made a genuine effort to not only acknowledge but uphold my grievances with genuine concern. This is so much appreciated.
I hesitated before writing this because I wanted so much for this story to end differently. Yet the disappointment I carried after this past weekend pushed me to share it.
Earlier this year, I drove away from Fletcher Jones in a car that felt right for me. It wasn’t my first time—I had already purchased from them before, including a Porsche from their Long Beach location. Walking away with that car gave me a sense of trust, a sense that Fletcher Jones valued my loyalty. So, when the time came for another purchase, I naturally returned to them. This would have been my third.
By Saturday morning, the salesperson contacted me and explained that one additional step remained before running credit. I received the link, logged in, and uploaded the requested identification. At that moment, I clarified my intention: I simply needed a reliable commuter car priced under $18,000. While Mercedes often represents higher price points, I had already noticed several vehicles listed close to or below that amount.
From that point, silence filled the day. I waited with my phone nearby, expecting at least a quick update. None came. By Sunday at noon, the quiet weighed on me so heavily that I sought pre-approval from my own agency just to feel like something moved forward. Hours later, after more waiting, I finally reached out myself around 5 p.m. The salesperson answered while heading home, saying he would still work on the numbers.
That exchange left me discouraged. I had hoped an emergency or urgent matter explained the lack of communication. Instead, I sensed that my inquiry—because it did not involve a high-end purchase—slipped to the sidelines. Without my follow-up, I suspect the application would have remained untouched.
Later that evening, I logged back into the dealership’s website and noticed the vehicle I wanted no longer appeared. I informed the salesperson, yet no response came. Today, that same car once again shows as available, which suggests either a system glitch or a deal that fell through. Regardless, the absence of communication from the dealership cut deeply. The silence implied that my business, despite two prior purchases, carried little value.
I feel let down not only by the lack of responsiveness but also by the disregard for loyalty. Customers deserve consistent respect and enthusiasm, regardless of whether they purchase a commuter car or a luxury flagship. A dealership earns its reputation not only with bows on the hood, but also with the care it extends during every interaction.