I'm going to do something a little different. I'm going to describe my experience with Ciocca Ford and leave you as the reader to judge. The following is factual without opinion (except of course for the one star rating).
I found some trucks listed in their inventory online. Knowing the internet price normally includes rebates/incentives I called the internet coordinator yesterday to ask how much I should add onto the internet price if I wanted to take advantage of the 0% financing for 60 months available for this model. She put me on hold to ask her manager. When she returned she said $1500. I said "OK, to be crystal clear using round numbers if the internet price is $31,000 then you're telling me your sale price on the vehicle is $32,500 right?" She confirmed that was correct. I explained I was asking because I'd be driving from VA 4 hours and didn't want to make the drive to learn something different. She re-assured me that was the deal.
Today I called ahead to tell her I was on my way and gave her my ETA. On my way a "Master Certified truck specialist" texted me with his name to inform me he'd be taking care of me when I arrived for my appointment. For customer service....so far so good.... (yes that is opinion). When I arrived I explained the above conversation I had with the internet coordinator and what I was expecting to be offered for my trade. He came back to inform me that there is actually another $2k (estimate) in rebates to be added to the internet price on top of the $1500 so the price is actually $34,500 (using my rounded number of $31k). I explained that is not what I was told and he chalked it up to a "misunderstanding". I reiterated that is was crystal clear or I would not have made the drive. He came back with an offer on my trade and a counter offer on the truck that excluded some dealer add on equipment. I told him I was ok with the trade in offer but that the sales price has to be what was discussed on the phone the previous day; and still using rounded numbers I said it needed to be $32,500. When he went back to discuss with the sales manager again I looked the truck up on their website and found the internet list price was $30,648. So when he and the manager returned I explained my position with actual numbers as follows: $30,648 + $1500 = sales price of $32,148. I said I would pay $32,500 if they left the dealer add ons with the truck (previously he had explained the add ons were worth $750). So at this point we are $398 apart. The sales manger thanked me for my offer and declined.....wait a minute....was that my offer or theirs? Full disclosure...The one grey area here is that the dealer options were not specifically listed on the internet; however the sticker on the truck window lists them and a portion of that sticker is listed with the truck online.
I said for $398...really? I got up and told them to thank the internet coordinator for wasting my entire day. The sales manager followed me out and offered $50 cash for my gas. I took it and sat in vehicle to call my wife. We decided for the difference we should accept their offer. So I swallowed my pride and walked back to take their offer. The manager said it is no longer on the table. I walked out and drove home.
Should Ciocca Ford had stood behind their word?...even if assuming the internet coordinator did make an honest mistake...should they have stood behind it? Should I have had to go multiple rounds to renegotiate what I had already been told? Should he have pulled his final offer from the table? Does the $50 cash adequately compensate me? What about my wasted time away from work and my family? What about the additional 462 miles I put on my trade in vehicle? Mileage? Do we as consumers have a responsibility to report experiences like this to protect other potential consumers from the same provider? You be the judge....
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