- Report: #1089415
Report - Rebuttal - Arbitrate
Complaint Review: NORTH COAST AUTO MALL TRUSTED BUSINESS | Ripoff Report Verified Safe™ …businesses you can trust. North Coast Auto Mall has over 1,000 vehicles including: Chevy, Ford, Pontiac, Dodge, Toyota, Honda, Hyundai, & much more. North Coast Auto Mall has every type of automobile to suit any kind of buyer, whether customers want a convertible sports car for leisurely driving or a mini-van to fit entire family. North Coast Auto Mall serves Northeast Ohio's car buyers for over 10 years!
North Coast Auto Mall333 Broadway Bedford, Ohio USA
North Coast Auto Mall REVIEW: North Coast Auto Mall’s executive team, employees dedicated to 100% customer satisfaction. North Coast Auto Mall's approach to business focused on providing highest customer satisfaction in industry.
*UPDATE: North Coast Auto Mall pledges commitment to always improving operations by joining Ripoff Report's Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program benefiting consumers by increasing confidence when doing business with a member business. North Coast Auto Mall recognized by Ripoff Report Verified™ as a safe business service.
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EDitor's UPDATE: Positive rating and recognition has been given to North Coast Auto Mall for its full commitment to quality customer service.
Ripoff Report's discussions with North Coast Auto Mall have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. North Coast Auto Mall listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
The information provided in this report below is based on comments made by Mike Shteyngarts during an onsite inspection held by a third party verification company with no biases toward North Coast Auto Mall. [continued below]....
North Coast Auto Mall's principal, Mr. Oleg Kislyansky, has informed us that his personal philosophy is that his clients satisfaction is at the heart of the business. As a businessman, Oleg Kislyansky feels it is critical to listen to his clients and respond properly. By always putting his customers first, Mr. Kislyansky hopes to maintain North Coast Auto Mall as a successful enterprise both now and for many years to come. Another top executive, General Manager Tyler Booth told us that Mr. Kislyansky's personal business philosophy is based on the premise to "do things right, the first time". North Coast Auto Mall's Oleg Kislyansky says this, "We are one of the top used vehicle retailers becuase we care about what our customers want, and what they need. With us, you'll always receive a commitment to a higher standard, and every member in our organization has bought into that philosophy."
One of the things Ripoff Report learned in the course of its review is that typical customer feedback reads, "North Coast Auto Mall truly communicate all aspects of the service in a timely and effective manner. We are very pleased with the responsiveness that the employees show us. They are serious about meeting commitments, and deliver on their promises.”
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
North Coast Auto Mall is an automobile dealership associated with multiple locations across Ohio. Their dedication to customer service is one of the many reasons why this company is thriving in it's growth. Local manager Mike Shteyngarts explained that North Coast Auto Mall is willing to go above and beyond for the customer, "it's not uncommon for an internet customer to fly to Cleveland to pick up their car. We offer to pick them up at the airport to save then the cab fare...we don't want a customer uncomfortable with trusting a cab driver to take them the shortest and quickest route in an unfamiliar city. It's our aggressive pricing that got them wanting to travel here to buy from us. Saving that new customer a little more money and time is an important part of our service.”
Leads for North Coast Auto Mall are attainted through several different mediums including radio, internet, as well as referrals from past customers. In regards to the sales and service process North Coast Auto Mall wants their clients and prospective clients to have a unique experience with their company. Mr. Shteyngarts explained that one of these ways is through there unique follow up with customers after they've purchased a vehicle, "our referral business has been changed. We have our customer service department call the customer after the sale to make sure everything is satisfactory. If there is any complaint we address it immediately. Once the customer is satisfied we call at least twice more to ask for referral business. Every contact is logged so our managers can follow up in real time. We can’t afford unhappy customers.”
CUSTOMER CARE & COMPLAINT RESOLUTION FROM NORTH COAST AUTO MALL
During the onsite interview Mr. Shteygarts was asked to describe a situation where a customer was not satisfied with the level of service or product they received. Mr. Shteyngarts explained that the only time North Coast Auto Mall experiences any type complaint is when a issue raises with the vehicle purchased. He went on to give a specific example, "we had a customer buy an Altima. He later took it to the Nissan dealer for some service since the car was still under warranty. The car had passed our service inspection but the dealer reported to him that both rear tires would need to be replaced soon. It was like, 5/32nds thread which isn’t really dangerous. He called us wanting to return the car and claimed that it was unsafe." In order to deal with this complaint, which is not a common complaint for North Coast Auto Mall, "[we] had him return the car for a pair of new tires and replacement of his cracked rear bumper shield." This was all done at the expense of North Coast Auto Mall. These actions led to a "super happy" client.
When asked to comment on complaints posted on Rippoff Report's website Mr. Shteyngarts stated the following, "four or five years ago management had a completely different approach to customer complaints. By law we have to disclose any frame damaged, buy back or salvage vehicles both verbally and in writing. Some of those old reports are still on the internet. That’s why we reached out to Ripoff Report, [and] we ask our current customers to please put a review of our service online." Mr. Shteyngarts went on to inform us of the many accreditations that North Coast Auto Mall has attained, "we are fully licensed by the state, have a Better Business Bureau rating of B+ NADA, NAIDA, and 4+ stars rating for our Customer Service on Cars.com." Mr. Shteyngarts concluded with the following rebuttal, "we have a new and different management team and policy in place. We take every complaint seriously and work to resolve it quickly. Any salesperson or other employee that 'forgets' to log a customer complaint on our Google Docs system is fined $500 for a first offense and faces immediate termination for a second offense. We have a 4+ stars rating on Cars.com and have been selling 200+ cars a month so we have to be doing something right.”
When asked what type of changes they have made to honor their commitment to make things right with the customer per the request of Ripoff Report, Mr. Shteyngarts stated, "no way would that ever happen with the systems in place now. We have everything focused to resolve that.”
North Coast Auto Mall is proud to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program, "our online image is an important part of our growth, along with our referral business.”
NORTH COAST AUTO MALL / STATEMENT FROM OWNER OLEG KISLYANSKY
"We are one of the top vehicle retailers for used automobiles of all makes and models. With us, you'll always receive a wide array of options to best suit your needs and budget. Please take time to review our site, learn about some of our vechiles, and meet the people who will help you while you are making your descision, understand our history, and receive answers to some of your questions.”
North Coast Auto Mall's team have expressed that they feel very confident doing their job. North Coast Auto Mall takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this, "North Coast Auto Mall provides a very positive environment to work. Opportunities for suggestions and improvements are encouraged. Mr. Kislyansky is truly concerned about our contribution to the company and providing growth opportunities for us. He takes the time to listen and communicate with employees and customers.”
Ripoff Report was pleased to learn that North Coast Auto Mall's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
STATED NORTH COAST AUTO MALL – FINANCING PROCESS
"Financing a vehicle at North Coast Auto Mall is unlike any other automotive financing experience you've ever had. Your Sales Consultant will lead you through the entire process, so you stay informed every step of the way. Any approvals are usually displayed within a few minutes. Because our process is so transparent, you'll see your options at the same time we do.
Take a look at the NCAM Financing difference:
- Most of the financial institutions we work with provide decisions in minutes.
- It's haggle and hassle-free; there's no need for negotiation.
- You'll see your financing choices when we do. Choose an option that suits you best.
- Our friendly Associates are always on hand to answer all your questions.
By now, you are probably very interested in the vehicles that we offer, because you are taking the time to check us out thoroughly. You have probably already explored and compared us to other dealers and prices available else where. You probably are a little weary about buying such an expensive item over the internet. Imagining being in your shoes, we created a frequently asked questions page. Here are some of the most popular questions being asked. If your question is not answered, PLEASE feel free to call us at 440-897-0324 or 216-438-2611 or email us at firstname.lastname@example.org anytime and we'd be happy to assist you, if you contact us outside of our business hours someone will respond as quickly as possible the following business day.”
STATED IMPROVEMENTS FROM NORTH COAST AUTO MALL
"North Coast Auto Mall recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, North Coast Auto Mall has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our review, which included discussions with Oleg Kislyansky , Ripoff Report is convinced that North Coast Auto Mall is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
North Coast Auto Mall No Customer Service - Very Unprofessional Bedford Ohio
Was told information that was not 100% accurate via the phone on a potential purchase. Drive approximately 300 miles one way with an appointment. The car was not show room ready to be shown or test driven. Car needed cleaned inside and out. Exterior paint touch up wasn't correct shade as exterior. Torn leather interior. Oil change indicator was on along with Navigation attention required. Car fax showed auto accident but didn't know extent of the damage. Although this was a used vehicle, these flaws should have been revealed. Phone call indicated flexibility on price. In person, they offered to reduce price by approx $400. They claim to be a wholesale dealership. No way!!! They tried to scam me on my trade in when I had the Kelly Blue Book and NADA trade in values with me for proof. Theyput $5.00 work of gasoline in the car and said I could test drive it for about 20 minutes. I got lost and the indicator came on that I had zero miles until empty. I had to put gas in the vehicle to ensure I didn't run out and they didn't even offer to refund me for it. Needless to say, I had terrible customer service. No one even tried to "Wow" me as a potential customer. Sales personnel seemed confused and unorganized. I even called the General Manager once I left. He said no excuse for not having the vehicle ready to be shown as I had an appointment. Said they offered me the best deal they could. The office was busy, but I think this place is for customers that really struggle financially with no other options, they don't care about customer service or professionalism. Unfortunately, I would say that this North Coast Auto Mall takes advantage of these customers. I would not recommend you do business with this company. I left this business and went to a different dealer in a differnt city in Ohio and purchased my vehicle where I was treated like a real customer and that they appreciated my business.
This report was posted on Ripoff Report on 10/04/2013 08:42 AM and is a permanent record located here: http://www.ripoffreport.com/r/North-Coast-Auto-Mall/Bedford-Ohio-44146/North-Coast-Auto-Mall-No-Customer-Service-Very-Unprofessional-Bedford-Ohio-1089415. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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