Hoy Family Auto

Reviews 3

VE

Vernon G

I rate Hoy Fox five stars despite having more than one bad service experiences there and here is why: Over the past 2 years, Ive taken my vehicle in for four routine maintenance services and a warranty repair. The customer service Hoy Foxs representatives (specifically, Ernie and Jim) provided was top-notch; truly A+ in that department. Whenever there was an issue with my vehicle, they went the extra mile to see to it theyd personally done everything possible to have the issue fixed. However, there were several times where I had to take my vehicle back to Hoy Fox because the problem reappeared or was not fixed right the first time. This got to be quite a hassle as I live 50 miles away from el Paso and it took significant amounts of time/work rescheduling to drive the vehicle back and forth to the dealership. Their vehicle maintenance technicians were not near as knowledgeable as Id expected regarding known issues/manufacturers defects on my vehicle, and I once had to show them information Id Google researched myself on a problem regarding my vehicles convertible hard top seal unseating itself due to heat. Ultimately, the problems I came to them with were fixed but it was not always done right the first time around. I just recently had my last service at Hoy Fox since I am moving soon. Before I left, I filled out the e-mail surveys regarding the experiences Id had and told them absolutely everything I had been disappointed about over the past couple years. Id expected the same kind of response most other businesses give these days to disgruntled customers who leave negative feedback (read: none whatsoever) and figured that would be the end of it and I would leave on a bad note. However... Within the hour, one of Hoy Foxs service managers (William) contacted me seeking to resolve the issue. I told him that the Mercedes motto is "The best or nothing" and that several of my experiences were far from what I expected in terms of "the best." He asked what he could do to make things right, and I explained to him that I did not feel that the level of service my vehicle received was worth the money Id paid for it. And this is what blew me away... After I said that, William did not try to waste my time with empty apologies. He did not try to compensate me with some token gesture like a free carwash next time or a Mercedes keychain like other businesses often try to do to get out of having to refund customers. He did not try to make excuses. He simply reimbursed me the full amount *immediately* (which was no small sum) and asked what else he could do to help. Many other dealerships will apologize to an unhappy customer for hours on end but will more often than not stop short of paying anything other than lip service. Not with Hoy Fox, though. I would recommend this dealership to anyone as they showed they were willing to get the job done right and would not accept payment if it wasnt. *THAT* is an honest and customer-focused business. Integrity is increasingly difficult to find these days, but Hoy Fox automotive has it and lives by it. I would definitely come back for my vehicles next service and recommend anyone else to as well. You will be hard-pressed to find anyone around who lives up to Hoy Foxs high standards.

AS

Ashley Plummer

Wow! Where do I start? My parents taught me "If you cant say something nice, dont say anything at all" so I usually dont leave reviews. However, I have never been more impressed with a dealership and a car salesman! Before I really get into it, please know we are not unreasonable people. We do not go into a dealership with outrageous demands or requests. i.e. $10,000 off the asking price or to view/drive vehicles out of our financial means. So... My husband and I have had some pretty difficult experiences in the past with purchasing vehicles. Anytime we went into a place we felt like we were being immediately judged by our age or appearance as to what vehicle they were going to sell us, not what we wanted to purchase. We would end up either leaving the place disappointed and heartbroken, or with a vehicle we didnt really want but settled for. There were even times that we received a terrible attitude from the salesperson. Im honestly not even sure what words to use to describe our experience at Hoy Family Auto. I will admit, because of our previous experiences we somewhat pulled into the dealership with a chip on our shoulder. However, when we stepped out of our vehicle we didnt feel like bait to the swarming sharks approaching us from all different sides. And as soon as we took our first steps into the building that feeling we had was wiped away. All the staff greeted us with a kind "Hello" a firm handshake, and a smile, even our two children! When we met our salesman, Mr. Rigo, he was polite and had great eye contact during our initial conversation rather than giving us "the once over" look. When we explained to him what we wanted to see he had no arguments, he didnt try to talk us out of it or try to convince us a different vehicle would be better for us. The entire process continued this way! When we talked "numbers" his willingness to listen and do what he could to work with us doesnt even compare. No one seemed aggravated that our children were in tow and the team was even accommodating to them. When we moved on to the finance department, again we were more than pleasantly surprised by the welcomed attitude and ease of cooperation of the staff. Even today, after the sale is all said and done, for a couple weeks now, Mr. Rigo is just as welcoming and his willingness to help is outstanding! Thank you, Hoy Family Auto, and Mr. Rigo! The experience you gave us was amazing and you definitely have made a customer for life! With the greatest sincerity, The Plummer Family

JO

Joshua Bosarge

BUYER BEWARE!!! These people will take advantage of you no matter how dire your situation is. They will tell you anything you want to hear. High pressure sales at its worst. Past the point of getting you to sign these people couldnt give a damn about you or your family. I was stranded in El Paso after a Car accident. Id hit a racoon. I was in desperate need of a new vehicle to get back on the road to my job. They claimed I was approved (as in "YES YOU ARE APPROVED. YOULL GET YOUR KEYS SATURDAY") and they withdrew money from my account saying the new car would be in my possession in a few days. They said this knowing I was spending money on motels waiting to finish the process. After I signed, I was unable to get in contact with my sales representative OR the finance manager. I literally had to get a rental car to go up there and get answers because they are so unorganized that you cant get ahold of anybody over the phone... Unless you havent signed yet of course. In the end I was denied the car I was promised for reasons Id explained to them up front before agreeing . Im self employed. I escort over dimensional loads across the country. I dont have three months of checks from a single employer because I work for different companies all the time. At this point my savings is withdrawn from my account and Id spent many more days in motel costs than Id have done otherwise. They were aware of my entire situation. When they returned the money theyd withdrawn I found out it wouldnt post to my account until the following week, leaving me with barely enough money to get home to Houston and a time constraint on  having access to the money Id need to buy a new vehicle elsewhere to get back to work. Do NOT trust a word these people say. Their buyers agreement even says so, stating that no verbal agreements you made with the sales representatives are valid. These guys are the lowest of the low. Do yourself, and everybody a favor by doing business elsewhere.