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Location
Henrico, VA
Yelping since
May 2012
I can now recommend Carlotz because they carefully review and respond to both positive and negative customer feedback and put into place processes to build on positive experiences and prevent negative experiences from reoccurring. Keep up the hard work, Carlotz!
Business owner information
Will B.
Jan 5, 2016
Michael - Thank you so much for your feedback. We typically hear great things from our sellers about the CarLotz experience, so I'm saddened to hear of our missteps here and am extremely sorry we failed to provide you a better experience. As a business owner, this type of feedback is painful to hear because you deserve better and I know the high service level we're capable of delivering, but I very much appreciate your willingness to share because it gives us an opportunity to learn and improve. The details in your post are helpful, but I would sincerely value the opportunity to speak with you so I can apologize directly, learn more about your experience, and gain insight on how we can ensure this doesn't happen again. If you're willing, please email me directly at wboland at carlotz dot com or call my cell at 804-314-6882. - Will Boland, Co-Founder
I can now recommend Carlotz because they carefully review and respond to both positive and negative customer feedback and put into place processes to build on positive experiences and prevent negative experiences from reoccurring. Keep up the hard work, Carlotz!
Business owner information
Will B.
Jan 5, 2016
Michael - Thank you so much for your feedback. We typically hear great things from our sellers about the CarLotz experience, so I'm saddened to hear of our missteps here and am extremely sorry we failed to provide you a better experience. As a business owner, this type of feedback is painful to hear because you deserve better and I know the high service level we're capable of delivering, but I very much appreciate your willingness to share because it gives us an opportunity to learn and improve. The details in your post are helpful, but I would sincerely value the opportunity to speak with you so I can apologize directly, learn more about your experience, and gain insight on how we can ensure this doesn't happen again. If you're willing, please email me directly at wboland at carlotz dot com or call my cell at 804-314-6882. - Will Boland, Co-Founder
Glen Allen, VA
This complaint was quickly settled by U-haul. Customer Service condemned Mr. Ward's actions immediately and reversed my initial rental charges as well as the additional charges that were assessed to my MasterCard. A formal complaint was also taken and Senior Corporate and Franchise Management followed up with me. I still use U-haul occasionally but visit the much larger, much nicer location near Richmond Ford on Broad Street.
Upon returning the Uhaul trailer I had rented earlier that day, I was made to wait several minutes while Chris Ward was on speaker phone with another person. During this conversation, he divulged the customers first and last name and license plate number, an obvious privacy issue. After more than 10 minutes, he asked to help me and I told him I was returning a trailer. He told me to bring the trailer and abandon it at another lot not authorized by Uhaul. I obviously didnt--I parked it in line with the other trucks in parking lot. Days later, I found a "cleaning charge" on my Mastercard. The trailer was returned within five hours of the original rental, the day was clear and there was no rain or anything on the roads. In addition, I swept the trailer out before returning. I called Mr. Ward and he remembered me as the "*** *ole that didnt follow his directions to move the trailer." No where in my contract does it state to ever leave a trailer at another address nor is there an applicable fee that I agreed to to cover his "time." It is my understanding that minimum wage should have covered his time if he wanted the trailer moved. With the use of profanity towards me, I have obviously made a formal complaint with Uhaul as well (pending) and have notified my lawyer of the situation and misuse of my credit card information/number.
The Sales and Finance Department are still the lynchpins of this dealership. I haven't had good luck in the Service Department. I have had to bring my car back multiple times to correct the same complaint and dealership will no longer make an appointment for you for scheduled maintenance. First come, first served does not work well for my schedule and I have therefore started taking my vehicle elsewhere for service. I'd buy from them again, though!
I don't understand the negative reviews that have been afforded to this dealership, at least on the sales side of the house. I have closed two car deals with Tim Cartwright and both times he has been extremely knowledgeable, ethical and a joy to work with. Both times, credit was not an issue. I knew what car I wanted, what I wanted to pay (both times lower than West Broad Honda had in mind) and Tim was able to justify to his management where I was coming from (I presented research) and close the deal very quickly. Finance managers easy to work with and make an effort to beat even Honda's financing to save you money. The entire process was sub-2 hours and I was on the road. The service side of the house needs work, but I feel that they are making improvements.
Chose Conner Brothers to work on my car after I had been rear ended based on their reviews, professionalism and presence in the community (Recycled Rides, Car Wash Program, etc.). "Required" work to be done was reduced drastically when at-fault driver decided to go through insurance versus paying for the damage outright. The work was done well and faster than expected, which made me wary at first, but I haven't had any issues with it since. I am still getting my car hand washed almost 3 months later per their recommendation but the body work looks great. Their post-repair detail is a wash at best. Owner offered to re-wash it for me free of charge but it's not worth the thirty minute drive from Short Pump to get a hand wash and vacuum that my dealer offers for $15. I will say, though, that communication was always a strong point throughout the whole process--estimate, repair, concern and follow-up. Now that I know exactly what to expect, I would use them again. Perhaps my original expectations were too high.