Yes, that’s right! This is a tale of two customers experience purchasing two cars from the very same dealership. Both times the dealership won, but don’t the always?
Don’t forget that Fairy Tale that you hear from the Insurance Companies that you need “Gap Insurance” to “protect” you because as soon as you drive your new car off the lot it loses value. Uh! Could it be because of the way it is financed? Cars are amortized like a mortgage! That is the reason that your shiny new car loses value! You owe more that you paid because of the interest and/or you paid too much! BTW you can by Gap insurance much cheaper by any other Insurance Company than you will pay at the dealership.
The first time the customers really needed a car, so they were under the gun. The husband of this couple was recovering from open heart surgery, (a new cow aorta valve and double by-pass). They had been full time RVing for several years without a car, but now it was really too much for the wife to drive the 32 ft. RV to the hospital every day, and to all the Dr. visits. During the hospital stay, they rented a car at about $600 a week.
So when yet another salesperson called to see if they were ready to buy a car, the wife said yes. These are my terms; qualify me ahead of time, get me in and out fast as my husband is a heart patient, no money out of their pockets and they gave then the monthly dollar amount they were willing to pay and not a dollar more. They agreed that they could do that.
Off they went down the Yellow Brick Road to the dealership. They were showed two cars and the third one was a Red Honda Fit. This dealership has a large sign that says that their “Certified Used Cars all are in great shape. That they get a manual, a jack, and a spare tire! They got none of those, although until it was “delivered” to them they didn’t know that.
They arrived at the dealership in North Phoenix at 10:00 am and were told it would not be long, that they we very busy, but would get them in to talk to the sales closer quick. At around 5:00 they said they had to go home that the husband was very tired and he needed to eat. One of the workers went out and got them some dinner, which was nothing that the husband should eat. Boy, wasn’t that wonderful customer service that they experienced?
Yes, they should have walked (and walked was the operative word because you will remember they did not own a car)
Finally at 9:00 after saying no to all the add-ons they finally signed the papers and then were informed that they could come back in two days to pick up their car. Guess they forgot that they did not own a car. Finally they agreed to deliver it.
Now here is another kicker, the salesperson brought out another set of papers just like the ones that they signed. The figures were the same, however they changed the primary name on the title and now it was in the husband’s name. Nice!!!
Understand they loved the Red Honda Fit and named it Red Rover. They tried many time to get the missing items and were given the “Royal Run Around”. They in fact never got any of them.
The couple received phone calls on a regular basis trying to get them to come in and trade again! Excuse me, they told them over and over that it would be a cold day in hell before they ever stepped foot in the showroom again. Gotta give then E for effort, they kept calling.
They called again and in a weak moment the wife said they would trade again if they got all the things that were missing on the last car like: Two keys and keyless entry, a jack with a handle (that was missing on their other car, guess how much good a jack is without a handle), a manual, not the 8 x 5 sheets of paper they tried to pass of on them, cruise control, not a dime more a month and not a penny out of their pockets, AND THE BIG ONE they were to be in and out in two hours or they walk.
So they actually went in and purchased a newer White Honda Fit (remember I said they liked their Red one) with all the things they wanted. They were ready to sign the papers when the salesperson came back and said, “Sorry, I missed this on the quote, we need $780.00 more to close the deal”. Guess since they were such a push over the last time they would roll over and play dead.
Well they got up and said “Sorry, we told you not a dime out of our pockets, so thank you very much for all your help, but we are going to pass”. They walked out and got in their old Red Honda and drove home, laughing all the way.
About 10 minutes later the phone rang and the salesperson said “Come back we will do it”.
So back they went, and said “That is good, but remember you have to get this done in two hours of we will walk out”. They did get it done.
Just so you think that they were pretty smart consumers, the kicker is coming.
Before they had to do their first service they found out just how they were able to kick in the money!
You are gonna love this!
They were towing the car on the dolly home and when they stopped to do some shopping were checking the straps on the dolly the wife noticed a screw in the rear tire and it was slack. It just happened that they were right next to a tire shop and it was still open. They had to take the car off the dolly and the tire man informed them that ALL of the tires were not legal; they were worn down so much. He further informed them that because the screw was on the side of the tire he shouldn’t patch it. He told them that if they would only drive the far enough to get new tires he would plug it so it would stay inflated for a short time and only if they put it on the front tire which would be on the dolly. It was done at $40.00. And they were able to safely get to Seattle, WA.
They had been driving the car for nearly a year on nearly bald tires! The dealership didn’t give a damn if they would up wrapped around a tree or worse!! They made a sale and screwed them again.
They went to Discount Tire and had to buy 4 new tires at over $400.00.
By the way, the mileage on the car at the time of the purchase of the 4 new tires was 13,000 miles. When the couple bought the Certified Used Car it had 9000 miles on the odometer. Have you ever heard of tires wearing out that fast? In case you are wondering the couple is in there 70’s to they didn’t pop a lot of wheelies.
Do you think that they should EVER talk to the Dealership again?
There is an old saying “once burned, twice shy”. Well they now know that it reads for them “twice burned, forever shy”.
What are the chances that they will take their Honda back EVER to that dealership for service?