- Comments: 3
- Written on: March 24th, 2011
My wife needed to replace her Buick Rendezvous so we visited Rusty Eck Ford in Omaha, NE to look at what Ford had to offer. Four hours later we had to literally fight our way out of the dealership and once we got out we never looked back. It was easily the single worst service experience I have had in my entire life.
When we first arrived we wanted to look at the Ford Flex. My wife liked the marketing pieces and reviews. They had several 2011 models, but as a rule I don’t like buying brand new cars.
Instead they showed us a used 2010 model that was about $6,000 less expensive than a brand new one.
Anyone who knows anything about cars knows that the value of a vehicle drops SIGNIFICANTLY once it has been titled to someone else. Even if it is only driven 100 miles, the fact that it was titled to someone makes it a used car. The price difference between new and used should have been more than $6,000.
Rusty Eck’s Service Experience Begins to Show
They have a wall of hand-written customer testimonials outside of their rest-stop like bathrooms. They all brag about the favorable deals and great service experiences.
Never mind the fact that they were all written on the EXACT same cheap Wal-Mart stationary using the same pen… Hmmm…
We left the crazy price in the used Flex simmer on the back burner for a bit figuring they would offer us a favorable trade-in allowance to make up for the difference.
My wife’s Buick has a trade-in value according to Kelly Blue Book of just over $8,500. Rusty Eck offered us $3,000. That’s when things started to slide downhill.
The salesman got gruff with us about expecting more for the trade in. We told him we could sell it easily on Craig’s List for over $9,000.
Then he left us in his uncomfortable office chairs for over 30 minutes listening to the searingly awful 80’s music they are pumping into the whole showroom using a single plasma TV. He was “checking with his manager” to see what they could do for us as a “special exception.”
We took the opportunity to look up used Flex’s with similar features at other dealerships and on Craig’s List. Almost everyone else had identical 2010 Flex vehicles priced $10,000 or more under the cost of a new one – right where they should be.
Prisoners to Rusty Eck’s Horrid Service
When he came back in to his office and told us that his boss was giving us a good deal and they couldn’t do any better, we got up to leave. Maybe he thought we were bluffing.
We told him that while his manager could not do better, we used the afternoon we wasted in his office to do some research. Guess what – other dealerships have better offers than what you manager can do. The Internet is a bear isn’t it?
As we put on our coats, the salesman hobbled around his desk to get between us and the front door. He informed us that no one leaves without talking to the sales manager. We started walking for the door.
At the last possible moment a slick looking man stops us and asks us if there is anything he can do to help us get into the car we wanted. We briefly told him that he was trying to low-ball us on our trade and his vehicles were overpriced to begin with. We then LITERALLY pushed through him and out the door.
Have a Look at What Other Say About Rusty Eck Ford
Apparently our experience was not that unique. Take a look at these online reviews of Rusty Eck Ford:
Top 10 Reasons Not to Buy Your Car from Rusty Eck:
#10. Lacking the comfort feel- doesn’t feel welcoming
#9. Uniformed salesperson- Lacking information about financing and rebates
#8. A feel of “Buy Today”
#7. They don’t back up what they say
#6. Unprofessional finance manager #1-Talking about he and his wife “getting effed up”
#5. Unprofessional finance manager #2-Discussing how hungover he is from the Christmas party the night before
#4. Unprofessional finance manager #2-Watching a live football game on his computer while working with us
#3. Unprofessional finance manager #1-rushing through paperwork and avoiding explaining anything and then tacking on an $1800 bumper to bumper warranty without our consent.
#2. Stating the vehicle would be picked up from Iowa Monday morning and failing to do so. Then neglecting to make things right and NEVER receiving a call from a manager.
#1. There are other Ford dealers in Omaha that truly care about their customers and will work to do everything in their power to make you happy.
Or this one from Dealerrater.com:
This has to be one of the dealerships that movie makers copy when they want to show a scumbag type dealership. They have no morals and absolutely no professionalism. They will try to milk you out of any money you might have and then some. We bought a used 1999 Chevy Blazer from them about 3 weeks ago. It was on a Sunday night and at closing time so everyone was in a hurry. When we asked about everything working o.k. (especially the 4wd) the salesman said yes just hit the button and it works. Well the first time it snowed, my daughter pushes the button for auto 4wd and tells me it is just blinking, well I take it out for a drive and sure enough, it never kicks into 4wd. I take it back to them and want to see if there is anything we can do to fix it. To make a long story short, a new salesman tries to get me to purchase a lesser priced vehicle and charge me more money for a “trade-in” when I get angry and tell him that this must be a joke, they tell us to leave and as I am telling them what I think of their dealership, a manager comes around the corner and starts telling me how I am the piece of sh*t customer and I need to leave. Then about 6-7 “salesman” come outside with me and one of them starts taking his coat off and rolling his shirt sleeves up like he’s wanting to fight!! What a joke, this is truly the SCUM of the dealerships. I hope Rusty Eck is proud of what he has built out there. Ford should take their name off of the signage because this is very much a used car lot filled with lot lizards looking for a next victim. They probably sit around and joke about how bad they screwed their last customer. Truly despicable.
- Comments: 4
- Written on: June 1st, 2009
If you have ever eaten at Taco Bell, you have this man to thank. Without Lynn Hinderaker it is very possible that Taco Bell would not exist and that the concept of the fast food “value menu” may never have seen the light of day.
In the 1980’s Taco Bell was a struggling subdivision of PepsiCo and was about to be closed down completely. One struggling franchise owner contacted Lynn and said he wanted to make his restaurant’s last stand on an idea that surrounded a value menu. His idea was that if customers could buy their food through inexpensive small transactions, they would buy more of it and profits would follow.
Lynn helped design the concept, the marketing pieces, and then shepherded the franchise owner through the process. Success soon followed and as the word spread, other franchise owners asked Lynn for his help.
- Comments: 1
- Written on: May 14th, 2009
I was white hot mad. My son was crying. I looked for a supervisor to communicate my disappointment to. There was not one that could be found. That was the end of it. I was left to return to our room angry, upset, frustrated, and disappointed while at the same time trying to console a 2 year old who just didn’t understand.
At that moment it hit me like a brick wall. There are only three kinds of service in the world. I had just experienced bad service and I didn’t like it. The other types are good service and exceptional service.
After I had calmed down a bit I thought, I wonder if we had ever sent a customer away from Schrock feeling like I just felt. In that moment I resolved that that I would do everything in my power to make sure that no customer ever leaves Schrock with a bad service experience.
- Comments: 6
- Written on: February 15th, 2009
Last month Schrock Innovations screwed up badly repairing a customer’s computer. Our customer had a Sony notebook and Best Buy said it would take 2 weeks for a warranty repair. The customer was going to Spain in a few days and needed the notebook. They brought it in to us for a speedy repair and in our zeal to provide a superior service experience, we fell flat on our faces.
There are only two ways for businesses to survive an economy in recession. They can lower service levels and hunker down for the economic storm or they can raise your service standards and position themselves to take customers from their cowering competition.
The way your company handles difficult situations is more important than anything else if you are working to take customers from your competitors. Here is what we did wrong, why the laptop did not make it on the plane to Spain, and why we ended up buying our customer a whole new Sony notebook on our dime. How would your company have handled this situation?
- Comments: 26
- Written on: February 7th, 2009
Lincoln, Nebraska is the 7th best metropolitan economy in the country right now. That is a good thing for Nest Furniture, because with their poor customer service I wouldn’t be surprised if they are still around next year.
Maybe the owner was having a bad day. Maybe his dog died. Maybe he had a fight with his wife just before we came in. The point of this post is that NONE OF THAT MATTERS. Small businesses need to understand that the quality of their service – especially in an industry as competitive as furniture – is what separates failure from success.
Here is the situation my wife and I encountered at Nest Furniture today as we tried to give them $500 for a pair of tables for our new service center. Needless to say, our order has been canceled and we will not be back again. How would you have handled this one?