I bought a car from them on Sept 2. I traded my Jeep for it. I did my homework prior to going in, like finding out what my payoff is, the company's payoff address, brought in a statement, the works. I got a payoff through the 12th of the month. I went in late so banks were closed to get an approval. So, on Monday I called to see if I got approved, which I was told by the finance manager that he would call me, and found out that I did and I need to come back in and sign new papers because I got a lower interest rate and they lowered the price of the car a little. That was fine. That was the 5th now. I left thinking that everything was fine. I got a call from the new finance place within two days of the purchase welcoming me and getting some more info. I thought that I should check on the old vehicle's loan so I called the bank on the following Monday, the 12th, to see if the balance was now infact $0 since I was expecting a refund from the dealership. They had a difference of approx $150 between what was put in my contract and what my 10 day pay off was. To my surprise, it was no $0. There was still the entire balance. I spoke with a rep from the old finance place and asked if they received any money and they said no. I waited a couple days, after several messages to the finance manager, and called the old finance company again and finally on the 14th they got the payoff. It took the dealership 7 BUSINESS days to get a check to the old finance company. Now, that touched into my pocket since the interest accrued on the old vehicle past the 12th of when I had a payoff amount already.
Then! I called the finance manager again after learning that I am now going to get less money back from the dealership starting on that same Weds. I called leaving a couple messages and then getting fet up not hearing from him and not leaving messages sometimes. Finally on that Friday at 830 at night, he answered his phone and told him that I had been trying to find out when I was going to see the difference and why did it take so long for the old finance company to get the money from them he proceeded to be condesending to me. "If all I did was sit here and answer my phone or voice messages, I would never get anything done." Well, so much for the already pending customers that have been customers for the past two weeks. He also told me that he had a customer waiting who was not happy and had been waiting for a long time right there with him. I've been waiting for a couple weeks, how about my concerns? If he can't fix the issues from a couple weeks prior, how is he to handle new ones? I hung up on the jerk.
Then I called to talk to his boss, the finance director. What a fully knowledged person there. All he's about good for is lip service. He doesn't know a thing about the deals or how things are ran, he has other's answer those questions. He's really good at the bologna lip service of apologies and bad excuses. I asked him where my, now, $88 refund is and he transfered me to the ding bat that works upstairs who writes the checks.
Pleasant one. She proceeds to tell me that it takes that long, 7 business days, to get the paperwork from the sales floor... UPSTAIRS to be able to get the checks out to the old finance companies. Really??? But the biggest holdup is the refund. The dealership's policy is that THE CUSTOMER'S REFUND MONEY IS HELD UP UNTIL THEY GET A TITLE FROM DMV! They have to make sure that there is no other lein holder on the title before money is released. Would you ask the old finance company if they are the only lein holder on that vehicle or make your customer wait for A MONTH for the title to come in? I have traded enough vehicles to never have waiting A MONTH for a refund to get to me.
This is the only dealership that I have ever dealt with that had the policy of waiting for the title before releasing the customer's money. I just traded another not a couple months before with Ford and got the difference back within a week!
Then I get a call from the sales manager asking if my experience was pleasant and wanted to make sure that if I refer friends, family or anyone to them that they will give me $100 for a referal. After he was done with his speach, I told that I would NEVER refer my family, friends or worst enemy to their dealership. He asked why and I told him. He told me he would call me right back in 20 minutes and he did in 10. I was shocked. He told me to come pick up my check the very next day after 2pm and this was October 6th! So, I did. I saw him personally and he went looking for it and when he came back he told me that the girl upstairs MAILED IT!!! UGH!
Well, I got the check and will never go back there again! If you like getting the phone, bologna shuffle... Go there. If not, go somewhere else. Just find out how long it will take if you have a refund coming back to you!
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