Went in looking for a 2012 Ford Focus. Percy was our salesman for the afternoon. Percy was a very nice gentleman. He was easy going and put absolutely no pressure on myself nor my fiance. After we both finished test driving the Focus we decided to talk some numbers with the dealership. I had a trade-in and was just curious how it would all work out. Percy introduced us to Kevin, the assistant sales manager, who was very friendly and loved to laugh.
Percy sat us down in his office and asked what we were looking for exactly. We were interested in a dark gray Focus with the MyFord Touch and Sync. That is the only options we wanted. Percy found the exact vehicle we wanted after a few minutes "at a sister dealership."
He took my keys so they could look at my trade-in. Without the trade-in nothing else really mattered. So we waited for approximately 30 minutes. At that time Percy returned to the office and had a very minuscule offer on my trade-in and someone had worked the numbers for the car we were interested in. How nice of them! I told Percy that without the value of my trade-in coming up significantly that no deal would be reached. I asked Percy to try again with the trade-in value and he did the typical dealer "okay, initial here" on a non-official document. I refused and he calmy stated that he understood and walked away.
Enter Kevin. Kevin brought in the same piece of paper that Percy had just shown us and sat down across from us. He asked all kinds of questions related to what we were looking for and what value I needed out of my trade-in. We were $3500 apart and I had kbb.com to back me up. He left the office. A few minutes later he came back with another trade-in offer. He bumped it by $1000. Still not good enough! He then told me that the only way they could match my terms on the trade-in would be if I bought a car off their lot and not have it shipped in. The only option in the dark gray was a well equipped Focus with options we had no desire to own, but we decided to move forward and see where the numbers ended up. Kevin left the office once again.
After 10 or 15 minutes Kevin returned with a new piece of paper with new numbers on it. The trade-in value was acceptable, the value of the car was a bit high but he made up for it by entering in $3950 in the incentives box. I quickly asked what incentives were included and he dodged the question saying "These are just the numbers we worked out." The numbers were right in line with what we were looking for and agreed on the deal. Kevin left the office and Percy came back in with a credit application. The three of us exclaimed "Wow, what a good deal!" and my fiance and I thought we had purchased a vehicle...
Percy filled out the credit application himself. He was approximately half way through with it when Kevin entered the office and grabbed the paper with the numbers on it and stormed out. I yelled at him in a joking manner "You better not change those numbers Kevin!" and he said he wouldn't. A minute or so later Kevin reentered stating "wait wait there has been a mistake" and had a NEW piece of paper in his hand. I immediately focus on the bottom line that had the vehicle price and it had went up $2950 in the span of just a few minutes! I promptly asked what happened and Kevin said someone else entered a typo! The incentives box that Kevin had presented me 5 minutes earlier had dropped from $3950 to $1000. How was that a typo? He blamed it on some guy named Eric. A faceless void I'm certain.
I wanted to give them a chance to make it right. Typos are understandable and surely they would work with us to meet somewhere in the middle as they had clearly tugged at our heart strings and then yanked them out entirely! Nope. Kevin wouldn't budge an inch on the price. He kept blaming Eric for the typo yet offered nothing in return to make it right. At this point I was livid. I blessed some saints and said some hail marys in Kevin's direction, shook Percy's hand and walked out of the dealership.
My anger was out of emotion clearly, but my biggest problem with this entire process is the fact that they offered nothing after making a typo. If they made a typo in their favor, it would have never been mentioned. This non-trustworthy nature of car salesman and (st)ealerships will continue into the foreseeable future simply because they do not care about the customer. They care about the bottom line. How many cars have we sold this month? Its disappointing. I know I'll never do business with them again nor will anyone I come into contact with who is in the market for a vehicle.
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