I went to Doug's as a first-time car buyer and was generally very wary of the whole process. But the salespeople were very welcoming at first and did not seem very pushy...I came in with a car in mind, and I was able to test drive it and take a look at it right away.
My first red flag should have went up when my sales person tried to borderline trick me into signing off on the car as is, before the bargaining process had even started. Vila initially came across as very nice, but it was kind of disconcerting when she tried to get me to sign off on the car while I was in a flustered state.
After doing my best with the bargaining process and still not feeling as though I was getting a fair deal, used car manager Kyu came in to finish the deal over Vila's incompetency and threw in a couple of "We Owe" measures that sweetened the deal enough for me to sign off on.
The problems truly started when I went to cash in on my "We Owe" for a timing belt and water pump fix. I have to preface this by saying everyone in the service department has been great to deal with for the most part and that there is clearly a disconnect between the service and sales department here.
After getting my timing belt replaced, I realized my car was heavily vibrating whenever I was in idle, something that was most definitely not happening before hand. I've had the car for less than 2 months at this point and was not expecting to have to commit to major fixes this early on in the game. Doug's claimed that the vibrating was unrelated to the belt fix and I would be paying out of pocket for the fix (Even after opting for the alleged "Gold" protection plan, which happened to be sneaked in at the end of the paper-signing process).
I then had what is the worst customer service experience I have ever had in my life when talking to Kyu. His only responses to me were "Everything was in the contract" and "Ok". This is extremely frustrating when you are dealing with one of the largest investments you can make in your life. He ended up offering me a "discount" on the fix. I use quotes in this case because this "discount' was quickly overridden by a much better offer straight out of the service department. Again, I'm sensing a disconnect between departments.
I never asked anyone to jump over the moon for me, I simply expected to be treated fairly and with courtesy. I have to say Kyu and Vila and most likely the rest of the sales team here should probably take a class or two on customer service. Kyu is as backhanded as they come and could clearly care less about me as a customer because I had already signed my life away on the paperwork. Although I thought I came armed with a decent amount of car knowledge, it became increasingly clear that no one at Doug's was going to go out of their way to tell me everything I should know about the vehicle. Slimy salespeople at their finest.
So although my experience at Doug's was mixed, I cannot recommend shopping here solely on the basis of having to deal with some of the personalities on the sales and management teams. It's just not worth it.
I often wondered how these people sleep at night given the two-faced nature of their profession, but I now realize they probably sleep soundly on a pillow stuffed with my hard earned cash.
I Recommend This Dealer:
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