Business ProfileforSewell INFINITI of Dallas

My name is ******* *****, and I am a part of the Sewell family. I am highly dissatisfied with “service” I received on 3/11/2023. I have raved about being a part of the Sewell family, yet after my encounter with the Sewell Cadillac of Grapevine location, I don’t feel the same way. I brought my Mother in to buy a new 2023 Cadillac. I wanted her to experience the outstanding customer service that I have had the pleasure of experiencing. Yet I did not know how badly this location would disappoint. I walked into the dealership with my mother, and no one greeted us. After about 15 minutes of us being there, my husband, an active duty U.S. Army soldier, came into the dealership in uniform from a military event in Little Rock, Arkansas. He’d been up since 5 a.m. that morning, attended an event until 1 p.m., and then drove straight to Grapevine. Upon his arrival, no one greeted him either. He found us and we continued to explore the cars. We looked around the showroom for almost 30 minutes. Still no help. Everyone walked past us and ignored us. I was astonished this was real life in a Sewell dealership. We decided to leave since our business is not valued. On the way out, a young lady named Hannah asks whether we’ve been helped. I said we have not because no one wants a sale. She was friendly, she gave us water and spoke with us quickly, which is more than anyone else working that day did. From there, I tell my husband to get in the car with us, and we grab some food. I saw that no gate would prevent us from being able to come back and get his vehicle. When we returned to the dealership, my husband’s vehicle was gone. Someone moved his truck 100 ft from his parking spot to another area at the Sewell BMW. The staff needs to read Customers for Life: How to Turn that One-Time Buyer Into a Lifetime Customer because Carl Sewell does not have the right team at this location. Ultimately, I took my Mom to a non-Sewell dealership where she bought a new 2023 vehicle.