sportsmobile customer satisfaction
I dropped my new 2013 e-350 off today for the beginning of a process. I elected to convert to the SMB 4x4 system, with ARB lockers, added a rear sway bar, bushwackers, etc. My salesman was Nick. As I stood there with Nick he mentioned a mounting charge for my wheels, which I was
providing. I asked how much, since there had been no previous mention of a "mounting charge"
for the wheels, which are already mounted, balanced with TPMS sensors. A bit later he said it
would be 190.00 dollars. This would be to put the wheels and tires ON THE CAR. I assumed that
somewhere in the 25 to thirty thousand dollars I was spending, MOUNTING THE WHEELS TO THE
VAN would be intrinsically included in the process. I asked if this fee was charged to all the
customers. He said the fee was part of the wheel package he had quoted me, but since I had
opted to use my own supplier they would charge the 190 dollars to test the TPMS system. Again,
something that should be intrinsically part of the process for which I was paying top dollar.
He said later that the cost was in part to provide the locking lug nuts they use. I noted to him
that we had not discussed that and asked how much the lugs cost. He said he didn't know.
I thought this situation over. I sat down with Nick and explained that I was not pleased
that a company with the repute Sportsmobile would so inanely and casually alienate a customer
who had just walked through the door with the intention of spending 65-85 thousand dollars
in the process of completing a conversion. It should be obvious to everyone that putting the
wheels on the car is a necessary part of the process included in the procedure of conversion
and a service for which they are more than compensated for. If you want to sell me expensive
lug nuts, just ask.
I made one thing clear. IT IS NOT ABOUT THE MONEY. People who come to sportsmobile
are certainly not averse to spending top dollar for services rendered, but have some expection
that they will be treated respectfully. I would suggest that Nick or whoever he was parroting
has lost perspective on value. I left one very pissed off cracker having been treated in an
odious, casual, inexplicable manner. If you expect that Sportsmobile has any respect whatsoeer
for its' customers, you are in for a shock.
I forgot to ask how much the air in the tires cost. I am sure it is not included in the 25
grand I spent with them.