Military personnel: Go with a USAA affiliated dealership. Not this one.
After my current car took a turn for the worse, my fiance & I decided it was time to get a new set of wheels. Being the sporty & outdoorsy people we are, we found no other option than a trusty Subaru. Told the sales rep I'd love to get a gray one with certain features, and he said, "Good news! We have one in transit, should be here for you in a few days." 5 days passed, so I called to follow up. "Sure, just checked with my manager, they said 2-3 days on Saturday so it'll be any day now." Another 3-4 days passed, so I called to follow up again. "Yep! Checked with Subaru, and they said it'll be here within a week. Within a week." Another week passes, still nothing.
Finally, a couple of weeks later, we get a call that the car is in but are told we CAN'T pick it up because they don't yet have the paperwork to go with it. But "Don't worry! It'll be here any day now!" At this point, I became bitter & annoyed, and asked my fiance if we could go elsewhere. He told me to practice my patience, so I begrudgingly did. 3+ weeks after shaking hands with the guy, we were finally told we could pick up the car. I got out of work so we could make it happen. This is when the fun really started.
I drove an hour to get there. We signed a bunch of papers, checked out the new ride, set up the blue tooth to my phone, test drove my car for the trade-in, and sat down to get financing squared away. "Oh, you want to write a check? We need a certified check from the bank." But wait, I said: my fiance is in the military and banks with USAA, so there is no physical location for him to get one. The salesperson clearly didn't understand what this meant, and sent us across the street to 2 different banks, both of which turned us down because we didn't have an account with them (duh). "Oh, you're financing through USAA for the other half? We'll have to wait 3-4 days for that to get approved." Funny how my fiance emailed the guy regarding this loan and sent them a copy of the check the week prior, but never heard back from him, even though the guy acknowledged that he had never done such a transaction with USAA before. "Oh, you want to expedite the process? You could just apply for a loan through us instead." So we did, hoping we could still walk away with the new car. "Good news! You were approved! But we need a proof of residency since you've moved around a lot the past several years. Do you happen to have one on you? A bill, maybe?" No, sorry, I can't say I carry proof of residency with me on a daily basis. Long story short, we were there for 2 hrs and finally gave up, only to drive my crappy car back home and leave the new car at the dealership, an hour away.
A few days later, we call USAA to make sure they got the paperwork so we can get it approved. Oh, what? The dealership filled out (a) the title application and (b) the purchase order incorrectly, and (c) failed to fill out the electronic check form before sending it in. Where did that leave us? On the phone with the bank and dealership for 4 hrs, having to redo the paperwork, and having to wait a few more days. What a surprise!
It took nearly a month, two loan applications (despite our solid credit), several trips/ phone calls/ emails to the dealership, and angry texts to my poor fiance (whose patience is much better than mine) to get the car. Note that we're not some sketchy couple that would warrant red flags on the part of the dealership; we're your average military + PhD student couple looking to buy a new car so we can go hiking with friends and enjoy our mud mats and our AWD. Shouldn't be a big deal, but I refuse to do business or service with this place again.
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