Two Saturday's ago, my wife and I went to buy our first car as a married couple. Things started off good. We test drove the car we wanted and arrived with our own financing at 1.99%. The dealer convinced us to wait to see if they could beat our financing. 7 1/2 hours later we finally left with signed paper work in hand and a loaner car, since our car was at another dealership, at a 1.99% rate.
I had asked the sales person if the car we bought could be sold to someone else, and he said, "No," because the GM system shows this car as being sold.
Monday evening we got a phone call from our sales rep with some bad news. The other dealership had sold our car to someone else. His solution was for us to pay $4,000.00 more for the same car with a sunroof, or a car of a different color, which we specifically did not want, and had told them this several times during the buying process. At this point we told them, "No. We want the car we bought." We also offered to pay less for the grey car. Our dealer said this would not work for them because they would lose profit.
Tuesday they called us to report that they were trying to get the car with the sunroof but didn't know if they could. We didn't hear from them on Wednesday or Thursday. We received a call on Friday saying that they had the car, so we drove back up to Blade to re-sign the paper work. We did end up with the car we wanted, with the sunroof, for the price we paid in the beginning. We agreed that they would install the leather seats and have the car delivered to us the following Saturday. While at the dealership we heard their story about how hard it was to get the car, even though we had found several cars in the area at other dealerships.
While waiting for the leather installation we received no updates. We finally called Blade on Friday afternoon at 12:30pm and spoke with our sales rep. He said that the car was done and it looked amazing. He said that he had contacted a driver and the car would come on Saturday, or even Friday night! That evening we made four phone calls to the dealership with no reply. My wife left a voicemail. Finally we spoke to a different sales rep and he said that our sales rep was with another customer and would be for an hour to an hour and a half. He said that he'd let our sales rep know we were contacting him.
When the car finally arrived, the driver was not friendly at all. In fact he seemed really annoyed when I asked him a bunch of questions about the car. He told me to read the manuel to find out. Most new cars you buy come with a full tank of gas and we had just under a half tank. Maybe Blade doesn't offer this type of service. We made sure the loaner car was full of gas before the driver came. The driver also said that they lost our 2nd key to the car and we had to called the dealership to get a status on the key. It's been three days and we have not heard from the dealership.
We feel very disappointed about the lack of customer service. For us, buying a new car was a big deal. But to the dealer, it seems that our business was not important at all. At the very least, they should have done a better job keeping us informed of the status of the car, and its arrival. And, offering a different car for more money was really uncomfortable and scary. We were shocked at this because Blade has a long history and good reviews online. What was supposed to be a fun and exciting purchase turned into a nightmare.
In the end we did end up with a car that we paid for, and so we were not financially taken advantage of. However, the dealership failed to treat us like valued customers, and we still have not received our 2nd set of keys.
I Recommend This Dealer:
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