I was looking to purchase a Volkswagen Touareg 2013 Lux and North Bay Imports had a decent price listed on cars.com for a used model with only 7k miles. It was only 1.5 hours away from my house as well so that was another benefit. They are a smaller dealership with some nice used luxury vehicles.
Let me start with the positives first
1) No haggle price (no negotiation), sales associates are not pushy and they give you time to look at a vehicle
2) Buying process was fairly simple (I was paying cash and did not have to go through financing)
3) Sales associated answered any questions that I had
4) Saw the vehicle on Saturday as was able to pick it up on Monday afternoon
5) Papers & titled were mailed quickly and received them in a week
Now on to the issues which made the whole buying experience unsatisfactory…
1) The sales associate Dave Mason Jr. was unavailable when I had scheduled to pick the vehicle up (I don't mind this so much as I understand people have issues that unexpectedly arise). Another sales associate named Mark helped me with the transaction.
2) Before handing the check over, we asked to inspect the vehicle. Now one positive, the exterior of the car was beautifully detailed. However, the interior was not cleaned. The leather seats were not conditioned, rugs/trunk were not vacuumed, and the dashboard was not wiped down. The only thing done to the interior was the rubber floor mats were cleaned. On a $40k cash paid vehicle, in my opinion this is unacceptable. Because the car is fairly new, cleaning the interior of the vehicle would not have been that much work.
3) When inspecting the vehicle, I noticed there was no gas put into the vehicle. I mentioned this to Mark and his exact words to me were "Oh, I'll take care of that for you". So when he went to the gas station to fill the car, I noticed he only put $20 worth of gas inside. Seriously...if that's what he means by taking care of it, I wonder what else was “taken care of”.
At this point, I could have denied delivery of the vehicle, demanded the vehicle be cleaned inside and filled with gas. If they needed more time to clean the inside of the vehicle, then they should not have told me it was ready for delivery on Monday. However, I drove 1.5 hours to pick the vehicle up and I was willing to overlook these issues so I could drive the car home and not waste any more time at the dealership. I took delivery of the car and went to the gas station next to the dealership and put another $80 worth of gas into the tank.
Here is the biggest issue I have with this dealership… customer care and satisfaction really don’t mean much to them. Instead of taking care of a customer, all they really care about is their bottom dollar.
4) I called and complained to Dave asking him if every $40k vehicle they sell comes with only $20 worth of gas inside. He told me that if he was there when I picked the car up, he would have taken care of it. If he really wanted to take care of it for me, he would have told me to send a copy of the receipt I filled with gas (which I kept), and then he would send me a check to reimburse my cost. Of course, no such offer was made.
**5**) I took delivery of the vehicle on Monday. Two days later on Wednesday, I looked through cars.com and found that North Bay Imports had an almost exactly similar vehicle I just purchased with 2,500 miles less than mine for the same price. I thought to myself, not a big deal, I’ll call North Bay Imports and have them trade my vehicle for the same price I purchased it. I could even understand if they wanted to charge me around $500 for the hassle of filing paperwork. It’s not like I had the car for a couple months or weeks. It was only two days. I haven’t even registered it yet. Surely taking care of the customer and making sure they were satisfied meant something to them. Wow was I completely wrong. After calling on Friday (7/5/13) about a possible exchange, I received a call back on Monday (7/8) telling me that in order to exchange the vehicle, it would cost me an extra $2,500!!! Literally a dollar per every mile less on the other vehicle. At this point I didn’t want to deal with this dealership anymore so I just went ahead and registered the vehicle I had already taken delivery of.
Because of this experience, I will go out of my way to make sure everyone I know and anyone reading this review spends their hard earned money at a dealership that cares about their customers. Do not be fooled by their slightly cheaper prices. Spend the extra $1-2k and go to a dealership that takes care of their customers. If you still happen to go to this dealership, I would not under any circumstance buy a vehicle that is out of warranty and before buying make sure you negotiate a full tank of gas and have the interior & exterior of the car fully cleaned and detailed (ridiculous that you need to negotiate these details). Hope my experience at this dealership helps someone out there.
I Recommend This Dealer:
Did you find this review helpful?