The wife and I took a small, eloquent vacay down to Tennessee. Mind you, this is the first time we made the trip with our 3 year old and now 8 week old. We felt like sardines and my right butt cheek and left lower extremity fell asleep at least 13 times during our trip. Needless to say, we realized we need a new, much larger vehicle for our growing family.
We immediately started our search while on our vacation. We were looking for a used Chevrolet Traverse with lower mileage. We searched and searched and searched. We found several that we like, but they were taken from right beneath us. We searched until the point of exhaustion and kept coming up dry.
Eventually, we came across Mike Castrucci Chevrolet. We found brand new 2015 Traverse for $24,995. Needless to say, we were ecstatic. We put in our inquiry on the vehicle we wanted, and we were contacted in about and hour or so via email regarding our inquiry. The initial email was confusing because it has the MSRP of the vehicle ($31,xxx). I mentioned that in a follow up email to the sales man and he stated that with his discounts, it brought it down to the "internet price" of $24,995.
Over the phone I had gone over what we were looking for and what we saw on their internet site. I also mentioned the incentives mentioned on their website as well about Chevrolet's 0% financing for 60 months. I told the young man every thing I was interested in and he told me to come on down. Most car dealers I know make appointments, but this guy didn't. So I can only assume he is new or not very good at selling cars.
Saturday morning I received a call from the sales man. We will call him Young Jacob to protect the innocent. Young Jacob let me know that the car we were coming to look was "in the shop". He stated it had a broken headlight or tail light. I asked him how that came about and he didn't really have an explanation. He just kind of laughed it off and gave some tired excuse and said that he'd have another one for us to look at. At that point, we had expressed that we liked another color Traverse that they had on the lot. He became confused because he told me that the Tungsten Metallic one was the one in the shop and then he told me the Gray one was still there. We had originally inquired about the gray one. He told me he would call me right back once he got it sorted out. Young Jacob then called me and stated that the silver one we wanted was indeed in the shop and that the tungsten metallic one had sold. I was baffled since all the cars were still on the site, so I bought it.
Despite all of that, we still decided this is the best deal for us. So we packed up the kids, we dropped off the 3 year old at the grandparents, and we enthusiastically drove to Milford, Ohio with our at the time, 7 week old baby. We arrived at the dealership around 5:30pm. It was like a desolate saloon there. There were people outside smoking cigarettes with welcoming smiles. There were what I presume to be other gullible people in a waiting area attempting to purchase a car from this crooked establishment. All in all, not a very welcoming environment in general. At first arrival, we were unable to find Young Jacob. We asked for him at the front desk, and he was nowhere to be found for 10 minutes. Finally! Young Jacob blesses us with his presence. He greeted us and showed us the car. The young man didn't even ask for our IDs. He just haphazardly gave us the keys to the car without showing us anything about it, and he took our keys to get the appraisal of our car.
Then, we were off! OH, but there's one more thing about the car we test drove. It wasn't the 2015 Traverse. It was the 2016 Traverse. Apparently they didn't want to grab any of the other demo cars from where ever they put them. That's another thing all together. This is the first time we learned that the brand new car we were buying was a demo car. It didn't deter us from buying, but we assumed at this point that this must be why we are getting such a good deal on it. Especially since some of the low model 2016s were going for the same price if not lower.
We then returned to the facility. No one was waiting for us. In fact, people were just staring at us like with blank vacant looks on their face. We walked around and searched for Young Jacob, and after about 5 minutes or so, he strutted on over to us. He did the usual car sales man thing. He asked how we liked it and he had us come sit in his little cubicle to discuss the details. This is when things started to go a little more awry. As if the sketchiness of this place wasn't already enough.
So we started to fill out paper work with Young Jacob and discussing the details of our trade. Mind you, we had only been gone about 10 minutes on our test drive. He told us our car was appraised and he was ready to draw up the papers. He then went to run our paper work and said "Good NEWS!". He then gave us a monthly payment that was out of our budget. So we explained to Young Jacob that we came here today with a monthly payment in mind that we wanted to go with. He then said he would go and see what he could do. He came back and said "GOOD NEWS!!" we got you where you wanted to be. Well, what he did was change the term from either 60 or 72 months to 84 months. So it was at this point I asked him what they were giving us for our trade in. He then gave us a very low offer as a trade in. To give a little context, we had a 2013 Chevrolet Cruze 1LT. My wife's father used to be in car sales and he helped us get a good estimate of the trade in value. They were offering us about $3,000 less than what it was worth in trade in value. He then proceeded to go into log winded rants about new Cruzes coming out and some other banal minutia that wasn't relevant. He was really defensive of his low ball offer in any way he could be. However, we were remaining firm. He then said he'd go discuss how much he could give us with his manger. He came back and gave us yet another low ball offer. We stated we could not do that and we gave him the estimate in which we thought we deserved for a car in such great condition. He asked where we got our numbers, and we told him the internet site NADA. He said, and I quote, "Well the internet doesn't write checks." As if this conversation couldn't get any more condescending. Young Jacob continued to be condescending and defensive about the trade in value and we ended up telling him how much we would take for it. He stated he would talk to his manager. He came back and said, and I quote again, "Well, management doesn't want to do this, but we will give you what you're asking." Again, rude and condescending and something you just shouldn't do in customer service.
So after haggling with this fool for about an hour. My 7 week old baby is getting frustrated. My wife has tried help her by feeding her (which Young Jacob seemed appalled by with the way he looked at her). We then had to make small talk with the guy who was just a condescending, disrespectful jerk to me and my wife for 45 minutes why we waited for the finance guy. It wasn't the finance guy's fault though, his coworker was on vacation, so unfortunately he was bogged down with all the work.
I do have to say, after dealing with Young Jacob, it was a breath of fresh air to speak with Rick and get our financing done. He was good at explaining everything, he was thorough and he took care of us quickly and efficiently.
So we end up leaving without our new Traverse that night since it was in the shop. Neither of us had ever felt so dirty after leaving after a car purchase. We did not feel excited and we did not feel any joy about our new purchase.
My wife called the following day and we were then told that it would be Wednesday before we would get our car. They stated that the part was on back order. After our experience in the circus of a fiasco on Saturday, this was the tip of the iceberg. I made sure to call local Chevy dealers and I told them about my experience and they gave me Chevrolet's complaint line. I filed a complaint with Chevrolet and I voiced my concerns in an email to the dealership. I had a manager call me and he was defensive of everything that had happened. He basically tried to make me feel bad for being so vigilant about getting our new car. He stated they had been working all day to find the part at another dealer, but somehow this information was not relayed to us. He said he would have someone deliver the car that evening. Ok, fine. So then we got our car...2 days after we purchased it.
If it were possible, I would give this dealership no stars at all. No one should have to experience what we experienced here. On top of all of this, they listed our Cruze already and it was way more than what Young Jacob said he could list it for. AND on top of that, the other Traverse that we wanted is still on their lot and still for sale on their site.
Please, don't go to this dealership if you are looking for good, honest people who will treat you right. This is not the place for feeling good about a car. Instead, if you want to feel low and have someone talk to you like you're a child, then please, go here and buy a car.
I Recommend This Dealer:
Sean Stevenson, Rick Loomis
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