Apparently unless you plan on buying a car that costs 30k or more you should avoid Brandon VW because otherwise they don't care if you buy a car from them. I went to VW with a Blank Check approval from Capital One approved for 20k and was looking at a Jeep Compass that only cost 10k. We dealt with DuWayne, who I had spoke to online and he seemed nice enough. After test driving the car and deciding to buy it, they told us what they would give us for her trade-in, which was about $800 under what CarMax offered. It wasn't the best news but it wasn't a deal breaker, I expect to be lowballed at any dealer. Anyways we find out we couldn't use the Blank Check because of the negative equity in her car, but still we wanted to buy the car. Then we got a sob story about how they only had one finance guy on Sunday and it could take a while because my credit wasn't great, even though I just bought a 160k house on my credit the month before. We asked how long and couldn't get a straight answer. Fine, we told DuWayne we would look elsewhere and he said he would call first thing in the morning to see if we found something.
It's the next day, we had found another vehicle from another dealership and got instant approval but held off on it because it was at the top of what we wanted to spend and because we really liked the Compass. It had low miles, ran great and looked great. So around 10:30am, I decided to callback Brandon VW since DuWayne hadn't called me. The receptionist, placed me on hold 3 times to page him and each time she came back on the line asking who I was holding for. It seemed strange and a little annoying to have to reexplain who I was holding for 3 times to the same woman but whatever. She comes back the 4th time and says he must not be in, but he'll be there by 11am and she'll have him call me right away. I wait til about 1pm and callback, she does the same routine of putting me on hold and coming back to ask who I'm holding for twice before I tell her to just get me someone. She puts Andrew on the phone, I explain why I'm calling and he says he'll find my paperwork, have the finance run, and call me right back. To me right back means right back, so I wait and wait. Finally at 3 pm, I call back and ask for Andrew and this time I get the receptionist's hold and come back to ask me who I'm holding for routine 5 times before I give up and leave a message.
4:30pm, I haven't heard anything back so I call back as I leave work. This time (perhaps because I'm calling from a different number) when she pages Andrew he answers right away. I explain that I was waiting for him to call me after running the financing and he kind of stumbles through telling me he found it and is going to talk to DuWayne (who apparently is there and decided not to call me back when I left a message for him). Instead I get transferred to the voicemail of who knows. I have to call back and again get the hold routine for Andrew twice (who is suddenly unavailable), before the receptionist asks my name. I tell her and she says oh, he said you're DuWayne's and I finally get him on the line. He informs me that he got my paperwork to the finance guy, but that it could take a while to hear back. I ask if that's a few hours or weeks, and he says a few days. When I question why it takes that long, he says that they only have 2 finance guys there and they have customers in the office and it can take the bank time to review. I tell him that we may go with the other car and he tells me that I should do so if I need it done quickly. Shocked, I hang up.
Incredulously, I call back and ask for a manager. He gives a semi plausible reason for why they don't give instant approval. Fine, I say but that doesn't excuse the service I got. At first he apologizes and says the GM will talk with them, but as I ask about it being days if we were in store, without asking he puts DuWayne on, who is now very short saying its up to the bank. Needless we won't be buying a car from VW.
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