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Yun-Xin Fu
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Yun-Xin Fu

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Norbert Hugo Wagner's profile photo

Yun-Xin Fu

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In his circles
2 people
Have him in circles
2 people
Norbert Hugo Wagner's profile photo
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First of all, I would say that Russell & Smith Ford dealership is the best in town as far as Ford is concerned from my recent purchasing experience of a F150 from them. However, I cannot say the same for their Mazda department. I purchased a Mazda 6 in March last year. During the process, I got a very competitive price quote from Mazda of Clear Lake, but unfortunately they did not have the color of my preference and in order to get the car of my choice they had to do a dealer trade which would come with a price. Russell & Smith happened to have the color my choice (Blue reflex), and they are much closer to my house. So I went to RS and explained to the salesperson my situation and offered to buy from them if they matched (or getting close) to Clear Lake's price. The salesperson (Gilton) is an very nice person to interact with, but the problem is his boss, the general manager (whom I would not name). What is the problem ? Well after a few exchanges, he started to show his disrespect, first by questioning the exist of Clear lake offer and second by lecturing me about business, and ended up offering me a price that is significantly higher than that of Clear Lake even with the dealer trade factored. I was quite upset and told him that he would soon learn the consequence of questioning potential customer's integrity, and drove directly to Clear Lake to complete the transaction. Well during my transaction, the nice salesperson called me a couple times saying his boss was willing to lower the price ... etc. No way! I would pay even higher price for other dealership who respects customer in the first place. Now fast forward, my son had an accident and we lost 2015 Mazda early this year. We explored a few options but eventually decided to go for 2016 Mazda 6 as replacement. Since I have just had a wonderful experience with the next door big brother Russell and Smith Ford, I decided (after giving Clear Lake a mandatory visit and obtaining an initial quote) to give Russell & Smith Mazda another try. Well, given them some credit, Gilton recognized me and my son soon and after I explained to him our situation, he worked hard to locate a car of our preference (except that do not have the color we want , a reverse of last year's situation). After a few back and forth to the manager's office, Gilton got me a price that is slightly higher that what Clear Lake was offering, I reminded him of what happened last year and he should take my word seriously. Gilton eventually brought the general manager out and he offered a price which is basically the same as Clear Lake's. Since they did not have the right car at that moment, so I decided not to accept their offer on the spot. After a few days, I felt the urge to complete my purchase, and gave Gilton a call. Guess what ? The general manager felt my urgency and went back-track on his offer and the new offer was $500 dollars higher now. First of all, I do not blame car dealers to try to maximize their profit, after all, this is a competitive world. However, his action showed again of dishonest and disrespect to potential customer. I bet that he thought again that I was bluffing with Clear Lake's quote. This is just plainly insulting! So I went back to Clear Lake and again purchased my Mazda 6 there (I also wrote in Clear Lake's site about my experience with them ). Russell & Smith Mazda may continue to sell enough cars, but they will definitely not get my business anymore! (A couple days later, the manager noticed my comment and called me to apologize for my unhappy experience in this dealership. I appreciate the fact that he does take customer feedback seriously enough and made the effort to improve customer relationship. I will probably end up using their service department some times and hope the experience will be improved.)
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Public - 3 weeks ago
reviewed 3 weeks ago
I purchased a Mazda 6 from Clear Lake last year and was happy with their price and service afterwards (oil changes etc). Unfortunately my son had an accident and we lost the 2015 M6 early this year. After some research and much discussion, we decide to go for a 2016 Mazda 6 as replacement. Naturally we went to Clear Lake Mazda first to explore the potential of purchase. Floor manager, David Turner, recognized us a few seconds after we walked in and worked with us to explore our preferred configuration, and after testing driving, we discussed the price. As a return customer, I was hoping to get the car of identical configuration as previous year with the same price, David patiently explained to us that rebate changes yearly and car price goes up all the time, and offered a good price which was a bit higher than we would like to accept in our first visit to dealerships for the new car. So we decided to explore a couple more dealers to feel the market. Well, things did not go well with other dealerships, and we came back to Clear Lake Mazda. I explained my situation to David, and without much bargaining, David consulted with general manager and slashed his previous offer by more than $300. Not quite to my initial goal price but clearly best in town ! I accepted happily and the transaction was completed in a couple hours. What makes me giving Clearlake Mazda highest rating is their competitive pricing, frankness of their salespersons (not just David) as well as friendly negotiation process. I basically got in touch or visited all the Mazda dealerships in Houston area, and this is the second time buying Mazda in two years! I can honestly tell that dealerships do differ significantly in business strategy as well as attitude towards potential customers (the tone is often set by the general manager). Clear Lake showroom or service department may not look the best in town, but they get you what are important to you: competitive (or best) price and friendly service afterward. I also feel compelled to write in another dealership's site about my bad experience with them. For any potential Mazda buyer, I highly recommend you to go Clear Lake and work with David Turner!
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Public - 3 weeks ago
reviewed 3 weeks ago
3 reviews
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I purchased a F150 from Russell & Smith last night. The sales person was Roy Gillory. Over the last 20 years or so, I have purchased more 8 new cars in Houston area, and I can honestly say that this is the best experience I have ever had. I visited Russell and Smith on Monday evening and Roy was very friendly explaining all the details while we examined a F150 and test-drove it. I did not ask for quote then since we were still not sure which model we would settle with. After the initial learning process and by comparing the web-listing and advertisements by various dealers, I did not think Russel & Smith would be competitive price-wise so I and my son visited two Ford dealers in the northern Houston on Tuesday afternoon/evening and got excellent quotes that are close enough to my expectation. Out of courtesy, I contacted Roy on Wednesday, and explained my situation and asked if Russell & Smith would match the deal, so that I do not have to drive 40 minutes north to purchase my vehicle and do the future service. To my surprise, Roy immediately worked on it and found a truck with even better configuration and offered to match the quotes I received before. Russel & Smith is my neighbor-hood dealer and it is always my preference if everything is equal. So I gladly accepted the offer and completed my transaction last night. Roy took care most of the paper work and the whole process was pleasant and smooth (although we had to wait a while since both Roy and the finance department has customer ahead of me). What is really so good about this experience is that Roy (and Russell & Smith) take the hassles of negotiation and paperwork away , and their professionalism is truly amazing. Also during this process, I dealt with three sales persons and they all worked as team rather than trying to grab customer for themselves. When I completed my transaction, it was already 9:15pm, but Roy still patiently demonstrated various settings of the vehicles to us, a true sign of caring about customer. I am completely satisfied and looking forward to many years of service from them. I also recommend Roy highly to any potential Ford vehicle buyer as he is so professional and easy to work with!
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Public - a month ago
reviewed a month ago