I understand most negative online reviews maybe exaggerated. But I can advise you mine is not; in fact I will not even list how penfold pre-owned didn't meet my expectation. I will just compare them to one of the other car dealership we bought car from : Ringwood Mazda.
You see We have bought 2 cars in last 6 months : Pre owned Mazda CX 9 from Ringwood Mazda in July 2019 and today we got Volvo from Penfold pre owned. At Penfold pre owned ;Travis was our sales agent. We also dealt with Chris who is a manager there.
Sales process : Ringwood Mazda was happy to negotiate price, when they couldn't lower the price agent offered us some extras within the same price. Penfold Pre owned Travis initially said he could only negotiate couple of hundred dollars as there is not much margin , but when I showed them other cars online they were happy to go down by $800. I found this behaviour bit suss. My advise do your price research online before you go to buy car with them.
Customer service : Once I had paid deposit Ringwood Mazda called and texted me regularly to give me update on delivery. On the delivery day, sales agent was waiting for us, he offered to make a coffee and showed us the CX9 himself to ensure we were happy with what we got. And yes they also had a gift hamper sitting in the CX9 for us. In case of Penfold pre-owned; Once I paid the deposit there were no calls from Travis, I called myself to find out a delivery date. I had to reiterate that I wanted the car detailed. I did this everytime I called. On the delivery day, Travis got us to sign few papers, calls up some guy to find where the car is. It turns out car is still being washed. We were offered coffee by Travis's manager (Chris) We waited 15 Min. I went out to inspect the car; car is not detailed at all. There are dried up leaves in door hinges, the cup holders are dirty and seats have not even been vaccumed. I tell Chris I will pick up the car later, please have it properly detailed. So go back home, again no phone calls from Travis or Chris to let us know if the car is ready. I called up and said Travis said car was ready. I come down to pick it up, no sign of Travis or Chris or any apologies. Just some guy with keys to my Volvo. I had to tell him myself that Volvo couldnt get out because there was a car parked in front of it. My wife drove the car home ; when I inspected the car at home, it's still not cleaned properly. Happy to share pics.
The fact that I have written such a long review shows how strongly I feel about it. I will happy pay extra to get better service. If Penfold pre-owned wants to make amends just call and apologise. And send some of your people over to Ringwood Mazda for training.
I had a great experience, everything went smoothly and Spiros was easy and friendly to deal with
My experience in my purchase of my car with Penfold and particularly David Nicolas, sales was exemplary and I would have no hesitation in recommending your organization to anyone else looking to buy a new or used car