Simple as this:
We found a car, offered our lowest price and they accepted right away.
It was 10pm and they let us take the car home over night so we could have an independent inspection done on it the next day. Matt Penrose (the manager) said they won't fix every little detail but if there is an oil leak - they would repair that before we signed the paperwork.
Guess what - there most certainly was an oil leak - amongst other things (brake light out, battery about to die, and power steering fluid leaking)
Went back to the dealership - Our sales guy, Justin Thomas, went to talk to the manager. Matt was off that day..Justin spoke to the used car sales manager, Richard Laning.
Justin came back to us and said "We'll take $400 off".
No...that's not what we were told last night. No, we will not accept $400 off - fix the problem.
Justin went back to the manager and the manager (Richard) came out this time. He sat down with his arms crossed and said" Best we can do - $400 off the price".
He DIDN'T say - "Hey guys, really sorry that there was an issue that our mechanics missed. We'll fix it up for you tomorrow and have it ready to drive home tomorrow night"
Nope, the manager proceeded to tell us how they do not invest in their used cars because they would be spending too much money, he said we got an inspection from a shady company, he told us how long he's worked there, blah..blah..blah
We reminded him that we were told LAST NIGHT by the manager (Matt) that any oil leak would be fixed.
Our sales guy, Justin, said that he FORGOT to mention that to Richard.
Richard said "Fine, we'll replace the valve covers and keep you at the original price that we agreed on"
We said - we don't want you to just "replace the valve covers - we want you to fix the problem..like we were assured would be done, if there was a leak"
End result, of a long argument back & forth, manager said "I've had enough" and pushed our independent inspection back at us and walked away.
Not only did they not "make the sale" but they lost customers - for life. Studies show that customers become loyal to their dealership..and in the age of social media..I cannot believe that they treated us like that.
Now, we will not buy from them, our co-workers will not buy from them, our social media contacts will be wary of them - for what? The managers ego? The cost of "doing it right"?