Emmons Motor Company

Dear Aag,
A customer's feedback is a tool we use to make sure we are doing everything we can to make the buying process easy and fun!  Thank you for taking the time to post yours.  After looking into your file, your sales rep did tell you in response to your offer that we endorse the 1Price No-Haggle/ Lowest Price Guaranteed within 200 miles.  He did say he would reach back out "IF" there was something a manager could approve.  I do see he did not follow back up with you to let you know your offer was declined (remember he implied he would ONLY do so had your offer been approved).  

Dear Aag,
A customer's feedback is a tool we use to make sure we are doing everything we can to make the buying process easy and fun!  Thank you for taking the time to post yours.  After looking into your file, your sales rep did tell you in response to your offer that we endorse the 1Price No-Haggle/ Lowest Price Guaranteed within 200 miles.  He did say he would reach back out "IF" there was something a manager could approve.  I do see he did not follow back up with you to let you know your offer was declined (remember he implied he would ONLY do so had your offer been approved).  Now, that being said, I would have followed up regardless and tried to explain the value in what we do here.  That is what a sales person "should" do.  The car was sold within a few days of your offer and the rest is history.  We are committed to not only catering to the buyers, but to make sure the shoppers who don't end up buying leave with the same experience as well.  I will make sure your review is used in our next training class to encourage and motivate our staff.
I appreciate the opportunity to do business.  If you would like to discuss your visit with me personally, please reach out to me at the number below.
Terry Emmons
Emmons Autoplex
713-943-1958 EXT 1002 Less ...

Rick,
I appreciate the informative feedback. Please call me so I can discuss your experience.  I am very sorry to hear that we failed to earn a 5-star rating with you.  Rest assured, your transaction is not how we conduct business.  First and foremost, I want to make it right with you.  Second, I want to use your experience as a training tool in our next meeting.  Not sure how this one fell through the cracks, but I can tell you we will have an absolute resolution once our internal audit is complete.  Please reach out to me at the number below.

Terry Emmons
Emmons Autoplex
713-943-1958 e

Rick,
I appreciate the informative feedback. Please call me so I can discuss your experience.  I am very sorry to hear that we failed to earn a 5-star rating with you.  Rest assured, your transaction is not how we conduct business.  First and foremost, I want to make it right with you.  Second, I want to use your experience as a training tool in our next meeting.  Not sure how this one fell through the cracks, but I can tell you we will have an absolute resolution once our internal audit is complete.  Please reach out to me at the number below.

Terry Emmons
Emmons Autoplex
713-943-1958 ext 1002
or temmons@emmonsautoplex.com Less ...

John,
As you know, we are in the business to sell cars.  To hear that credit was a "go" and we postponed your closing not once but three times calls for immediate action.  I need to research your file and gather the facts.  If you have a moment, please call me at the number below so that I can get your narrative with a little more detail.  Internet advertising is very expensive.  Every lead is taken seriously.  We appreciate the opportunity you provided us to earn your business.  I am sorry to hear that we lost you as a customer.

Terry Emmons
Emmons Autoplex
713-943-1958 ext 10

John,
As you know, we are in the business to sell cars.  To hear that credit was a "go" and we postponed your closing not once but three times calls for immediate action.  I need to research your file and gather the facts.  If you have a moment, please call me at the number below so that I can get your narrative with a little more detail.  Internet advertising is very expensive.  Every lead is taken seriously.  We appreciate the opportunity you provided us to earn your business.  I am sorry to hear that we lost you as a customer.

Terry Emmons
Emmons Autoplex
713-943-1958 ext 1002 Less ...

Sue,
Thank you for the time to not only visit our dealership, but to leave us feedback as well.  I have pulled up your file and read the notes to see what happened here.  It looks like you were not a fan of the black interior as your request was for the lighter (tan) color.  To say our car (2017 Subaru with only 11K miles) was in bad shape was a gross overstatement.  The right hand dash trim that was tattered had been ordered for $17 (none in Houston so we had to retrieve it from the Dallas warehouse).  The floor mats that were missing were inadvertently misplaced but  have since been locate

Sue,
Thank you for the time to not only visit our dealership, but to leave us feedback as well.  I have pulled up your file and read the notes to see what happened here.  It looks like you were not a fan of the black interior as your request was for the lighter (tan) color.  To say our car (2017 Subaru with only 11K miles) was in bad shape was a gross overstatement.  The right hand dash trim that was tattered had been ordered for $17 (none in Houston so we had to retrieve it from the Dallas warehouse).  The floor mats that were missing were inadvertently misplaced but  have since been located and installed.  The sales rep you were working with is relatively new as we just recently opened our new location.  With over 500 cars in inventory and being a recent hire, it is highly possible he was not aware of the parts on order.  That is a completely different department entirely.  As for the "cheesy sales pitch," if you know anything about the way we conduct business, it is not of "old world used car tactics."  It was a sales rep different from the one helping you who simply commented if your sale goes through, he needs to let his customer coming from Lake Charles know to save him the trip.  It is the way we do business.  Friendly and courteous.  In fact, the customer did make the trip and if financing doesn't fall through, the deal will be complete.  
We always encourage and appreciate the feedback from customers.  If you would like to discuss your visit with me personally, I can be reached at the number below.
Terry Emmons
Emmons Autoplex
713-943-1958 EXT 1002 Less ...

Buick07,
Thank you for leaving the honest and transparent feedback.  We are a high volume dealership and do work off appointments.  Now that being said, walk-ins are always welcome.  Similar to a doctor visit, if you are a no show or late for your appointment, you will get moved to the next available spot.  We have a beautiful lounge and café/ internet bar with huge screen TVs.  I hope you will reschedule with us and visit us again.  If you would like to discuss your past visit or even your future one, please reach out to me at 713-943-1958.
Terry Emmons
Emmons Autoplex

Billy,
I would like to start by first thanking you for the opportunity to earn your business.  Unfortunately, my team did fail in meeting your expectations.  After researching your file, you were very clear stating you wanted to buy the Hummer and not lose it while the vehicle was getting a second look at the suspension.  Your sales rep is very new and was excited to make his first sale.  He did his part keeping you informed along the way.  He does not get paid unless you buy.  Another salesman took an out of state call and deposit on the Hummer the same day you arrived on 12/27.  He made an

Billy,
I would like to start by first thanking you for the opportunity to earn your business.  Unfortunately, my team did fail in meeting your expectations.  After researching your file, you were very clear stating you wanted to buy the Hummer and not lose it while the vehicle was getting a second look at the suspension.  Your sales rep is very new and was excited to make his first sale.  He did his part keeping you informed along the way.  He does not get paid unless you buy.  Another salesman took an out of state call and deposit on the Hummer the same day you arrived on 12/27.  He made an error when keying it in and secured the incorrect Hummer.  When the issue surfaced, we had to look at dates and times and give the first right of refusal to the first customer in line.  Now, after reading your emails you seemed disappointed but understood.  With over 45 years and counting, we are aware of how to do business.  We are always fair.  Your comment regarding "...no clue..." is emotional and simply not accurate.  Regardless, the prior transaction fell through and the Hummer is still for sale.  It has been removed from our web site until the final dealer prep process and inspection is successfully completed.  Losing a sale is never what a company likes to hear.  To learn that someone has a negative opinion of a company based on their shopping experience requires action and resolution.  I would like to talk to you personally regarding your experience here at Emmons.  Thank you for taking the time to post your experience.  We have always been committed to refining our process and procedures to eliminate even the smallest of errors to enhance the customer experience.
Terry Emmons
Emmons Motor Company
713-943-1958

Less ...

Pamela,
Looks like we were on the right track until one of my team members skipped a step.  It appears that we were missing some information and/ or documents to finalize your loan approval.  We will use your review as a meeting topic to ensure clarity in communication.  I really appreciate your feedback.  Thank you for taking the time.
Terry Emmons
Emmons Motor Company
713-943-1958

Barbara,
Thank you for taking the time to post your review about your experience with my company.  I wanted to make sure I had all the facts before I responded.  According to your file notes, your salesperson, Jaime, followed protocol and did nothing wrong.  Perhaps I can shed some light on what happened.
On 12/29:  You emailed in offering $1000 less ($12000...online price posted was $12999).
On 1/2:  You two connected and you then agreed to pay the $12999 and requested to leave a deposit.  He follows protocol and must physically touch the car and asks to call you back after he locates it.

Barbara,
Thank you for taking the time to post your review about your experience with my company.  I wanted to make sure I had all the facts before I responded.  According to your file notes, your salesperson, Jaime, followed protocol and did nothing wrong.  Perhaps I can shed some light on what happened.
On 12/29:  You emailed in offering $1000 less ($12000...online price posted was $12999).
On 1/2:  You two connected and you then agreed to pay the $12999 and requested to leave a deposit.  He follows protocol and must physically touch the car and asks to call you back after he locates it.  He tries to call you back within 15 minutes but the phone number you gave was for your home phone.  His notes imply you were headed to your credit union to secure financing.  He leaves you a voice mail.  
On 1/3:  Shortly after we open at 9AM, he calls you again and explains that at the same time you were requesting to leave a deposit the day before and he went to find the car, another salesperson was on a test drive with another customer in the same Lincoln Town Car and made the deal once returning back to the dealership.  
Unfortunately, you were just a few minutes behind the buying customer.  Yes, you did inquire on Friday the 29th, but you were trying to negotiate price in a first attempt to contact email on a car you have yet to see or speak to someone to describe condition.  The active buyer was lucky to be in front of your decision to purchase by mere minutes.  Don't shoot Jaime!  He is not happy either just losing out on a sales commission by a few ticks of the clock.  We price our cars aggressively so that we turn our inventory quickly.  It's unfortunate that you missed out, no doubt.  Don't be mad at us.  Our car was posted online with a price that NO ONE can beat GUARANTEED within at least 200 miles from our address.
Terry Emmons
Emmons Motor Company
713-943-1958

Less ...

Johanna,
After researching your email, it looks like you contacted us after hours.  Your sales rep was slow to respond going into the weekend and the car sold to an aggressive buyer who was here when we opened the next day.  Based on the training we provide our sales staff, they are instructed to implement a first come first serve bases.  However, when a customer sends a basic email expressing interests v.s. a potential buyer who is on the showroom, it is obvious who will be assisted first.  I am sorry we could not make a deal.  Another buyer was just further invested in their buying process.

Johanna,
After researching your email, it looks like you contacted us after hours.  Your sales rep was slow to respond going into the weekend and the car sold to an aggressive buyer who was here when we opened the next day.  Based on the training we provide our sales staff, they are instructed to implement a first come first serve bases.  However, when a customer sends a basic email expressing interests v.s. a potential buyer who is on the showroom, it is obvious who will be assisted first.  I am sorry we could not make a deal.  Another buyer was just further invested in their buying process.
Terry Emmons
Emmons Motor Company
713-943-1958 Less ...

Holly,
Looks like we were trying to get clarity on your "basic questions" before we inked an answer.  If you are offended that our response was outside of your box, then I will accept your 3 out of 5 star rating for trying too hard.  Our customer service is geared to going above and beyond and not just meeting the mark.  
Terry Emmons
Emmons Motor Company
713-943-1958

Michael,
Sounds like we never received your information.  We are in the business to make your experience smooth and easy.  We have the finance application on our web site to expedite the process (and get the ball rolling) so your wait time here at the dealership is minimal.  If you are sure you filled out the online app directly on our web site, please call me at 713-943-1958.  I will be able to track it backwards to see what information is missing and perhaps put your application in a "loop" status.  I look forward to personally working with you and getting your application pushed

Michael,
Sounds like we never received your information.  We are in the business to make your experience smooth and easy.  We have the finance application on our web site to expedite the process (and get the ball rolling) so your wait time here at the dealership is minimal.  If you are sure you filled out the online app directly on our web site, please call me at 713-943-1958.  I will be able to track it backwards to see what information is missing and perhaps put your application in a "loop" status.  I look forward to personally working with you and getting your application pushed through finance.
Terry Emmons
Emmons Motor Company Less ...

Rodney,
We have many programs available for qualifying customers who need financing.  Please call me at 713-943-1958 so I can look into options available for you.  I would also like to know the name of the sales representative that assisted you.  Thank you for your review.  We appreciate all reviews and use the information to develop better programs for our customers.
Terry Emmons
Emmons Motor Company

Beverly,
Thank you for taking the time to leave a review.  After reviewing the correspondence, our sales staff attempted to call you twice the following day and left messages both times.  We needed more information from you in order to answer your question accurately.  It is our policy not to random fire quotes without having good information.  I appreciate your feedback and hope you will consider us again the next time you are in the market for a car.

Patricia,
I have reviewed the correspondence between you and your sales representative.  We are here to make your buying process not only easy but transparent.  Your extensive list of questions needed time to research and follow up with vendors to answer them accurately.  You requested no phone calls so that slows down the pace a little (especially at a high volume dealership where the sales staff are working with multiple customers).  Your initial request was received on 3/17/17 at 11:27AM.  By 4:05PM the SAME DAY your requests had been completed and at which time you declined due to budget

Patricia,
I have reviewed the correspondence between you and your sales representative.  We are here to make your buying process not only easy but transparent.  Your extensive list of questions needed time to research and follow up with vendors to answer them accurately.  You requested no phone calls so that slows down the pace a little (especially at a high volume dealership where the sales staff are working with multiple customers).  Your initial request was received on 3/17/17 at 11:27AM.  By 4:05PM the SAME DAY your requests had been completed and at which time you declined due to budget requirements.  We try hard for each and every customer.  Our experience with you was no exception.  
Thank you for taking the time to leave a review.  We hope the next time you are in the market, you will remember the efforts we put forth trying to earn your business.  We will happily go through the process once again to make sure you buy the one that fits you best.
Terry Emmons
Emmons Motor Company
713-943-1958 Less ...

Josh,
I appreciate your candid review.  Almost all of our Carfax reports are listed on our web site.  The few that do not, generally have them posted the next day (maybe two) as we purchase each report and update it to the web.  We have several cars that look very similar across our entire inventory so the wrong report was just a mishap on the salesman's behalf.  The car you were interested in was in the process of being sold to another buyer by another salesman.  Clearly, he sent the report for the other car that was still available.  
Thank you for taking the time to help us review our pro

Josh,
I appreciate your candid review.  Almost all of our Carfax reports are listed on our web site.  The few that do not, generally have them posted the next day (maybe two) as we purchase each report and update it to the web.  We have several cars that look very similar across our entire inventory so the wrong report was just a mishap on the salesman's behalf.  The car you were interested in was in the process of being sold to another buyer by another salesman.  Clearly, he sent the report for the other car that was still available.  
Thank you for taking the time to help us review our processes and serve our customers in a manner that is more direct and efficient.
Terry Emmons
Emmons Motor Company
713-943-1958 Less ...

Hi John.  I am sorry we didn't meet your expectations.  Looks like we dropped the ball on this one from the get-go.  We absolutely want to earn your business and any other customer that inquires about our inventory.  On-line advertising is very expensive so we want to make sure we take each and every lead seriously.  I would like to talk to you regarding your experience.  Even if I can't make it right, I would like to organize a re-training clinic based on your visit.

Terry Emmons
Emmons Motor Company
713-943-1958

Hi Glen.  Sorry to hear you missed out on the Mustang!  We are a very high volume dealer (one of the city's top sellers) and without a deposit to secure the vehicle, it is considered up for sale until money has been placed to secure the transaction.  I know that buying a car out of town and sight unseen can make one slow to pull the trigger.  Sounds like we just narrowly missed a deal together.  Thank you for taking the time to leave the feedback.

Hi Rob!  I appreciate your feedback as a way to help others as well as assisting us to make improvements along the way.  I gather from your posting date that you were here on Saturday, July 2nd (because we were closed on Sunday the 3rd).  Saturdays are always a heavy volume day for all dealerships now add to it being a holiday weekend.  We do post in all our ads to call ahead and schedule an appointment because of the traffic our dealership sees even on non-holidays.  That being said, I did scrub our database and notice that there was not a "Rob" scheduled on 7/2.  We are able to tak

Hi Rob!  I appreciate your feedback as a way to help others as well as assisting us to make improvements along the way.  I gather from your posting date that you were here on Saturday, July 2nd (because we were closed on Sunday the 3rd).  Saturdays are always a heavy volume day for all dealerships now add to it being a holiday weekend.  We do post in all our ads to call ahead and schedule an appointment because of the traffic our dealership sees even on non-holidays.  That being said, I did scrub our database and notice that there was not a "Rob" scheduled on 7/2.  We are able to take walk-ins but they are worked between the scheduled appointments.  I would like to earn your business and schedule your appointment personally.  Please contact me at the number below.
Terry Emmons
Emmons Motor Company
713-943-1958 Less ...

Hi Steven.  Glad to hear our response time met your standard.  I was disappointed to learn you did not actually give us the opportunity to appraise your trade-in and secure your loan with one of our most aggresive lenders we have on staff.  We purchase over $6 million in inventory each year using the latest technology and hard work to make sure we stay accurrate and current with the market trends.  Lenders are excited to be a part of our team because of the volume we can handle.  This alone gives us leverage to ensure we get you the lowest rate available.  Next time you are in the market, plea

Hi Steven.  Glad to hear our response time met your standard.  I was disappointed to learn you did not actually give us the opportunity to appraise your trade-in and secure your loan with one of our most aggresive lenders we have on staff.  We purchase over $6 million in inventory each year using the latest technology and hard work to make sure we stay accurrate and current with the market trends.  Lenders are excited to be a part of our team because of the volume we can handle.  This alone gives us leverage to ensure we get you the lowest rate available.  Next time you are in the market, please actually visit our location and allow us the opportunity to show you why after 45 years in the business, we are professionals in our industry.  Thank you for your feedback and I hope to earn your business.
Terry Emmons
Emmons Motor Company
713-943-1958 Less ...

Hi Joe,
Sorry to hear you missed out on one of our Jeeps!  Without a deposit to secure the vehicle for you, it is first come first serve.  I did check all appointments for Saturday (guessing the 7th based on your review) and did not see a "Joe" registered.  I will need your complete name for a full scrub of our database to track all correspondence.  Also, if you were buying car #5 from us then you would have been eligible for a Customer Loyalty Rebate.  Please call my office at 713-943-1958 so we can discuss and see what happened.  It is Jeep season and they are selling as fast as w

Hi Joe,
Sorry to hear you missed out on one of our Jeeps!  Without a deposit to secure the vehicle for you, it is first come first serve.  I did check all appointments for Saturday (guessing the 7th based on your review) and did not see a "Joe" registered.  I will need your complete name for a full scrub of our database to track all correspondence.  Also, if you were buying car #5 from us then you would have been eligible for a Customer Loyalty Rebate.  Please call my office at 713-943-1958 so we can discuss and see what happened.  It is Jeep season and they are selling as fast as we can buy them!  If you haven't purchased already, let's find one for you so we can get SUMMER 2016 started!
Terry Emmons
Emmons Motor Company
713-943-1958 Less ...