I rarely post reviews but this situation at Acura of Sherman Oaks pissed me off so much that I had to vent! It all started when I looked in Autotrader for a used Acura RLX. I came across one at Sherman Oaks that was pretty much what I was looking for. I began talking with a gentleman named Kevin. At first he was very responsive and willing to take video of the car (as I live in AZ and the car is in Cali). Then we started the negotiation part. I told him what I was willing to pay and his response was this:
"I have already given you our
BEST PRICE $38,500 (his actual text message)".
Then later that day he tells me this:
"Hi David, I've just been informed by my Used Car Manager we are no longer selling used cars "out of state". Only in California".
What??? I've never heard of a dealership not willing to sell a car out of state. Why would they care where the car goes??
Next morning I got this text:
"Good morning David,
I have spoken with my GM, he is willing to sell the car "out of state" with a straight cash deal (wire transfer) and you paying for transportation. Let me know if you have any questions".
I immediately told him ok! I was planning on paying cash anyways! What I didn't realize is that they added to the price $400 for door edge guards, $800 for Permaplate Appearance Package, and bumped my price back up to the full selling price of $38,977. What the heck?? First, they never disclosed the additional add on fees (which my understanding is California Law to disclose up front) and then they jacked the price up from the $38,500 they originally offered.
I called Kevin (salesman) and he said that those items are plus $'s and the increased price. I asked him what the heck? He said that's the price which was agreed to by his GM (Brian C) and it's a business decision. He went on to say:
"David, I gave you an amended quote this morning in writing. I would expect you to read it before telling me "yeah that works for me!"
He was rude, short, and then hung up on me!! I couldn't believe my ears! I continued our conversation via text.
"I just can't believe that you guys are so willing to upset a customer about $500 bucks which could affect a companies reputation (I was willing to pay for the door edge guards and the Permaplate). Just seems wrong and you would feel the same if you were in my shoes".
At the end of the day, I called Brian (General Manager) several time and left messages with no response to talk about this unfortunate situation. I also called the Used Car Manager Gavin several times and left a message to please call back but no response!
The unfortunate part is I wanted the car and was willing to pay the $38,500 price they stated was their best price. Then they added about $1200 in add on's and bummed the price from the $38,500 to $38,977 because they said I was out of state! This whole thing was dishonest, unprofessional, and a bait and switch. This whole thing is contrary to what they say is their mission statement:
"The Acura of Sherman Oaks Sales Department is dedicated to providing a hassle-free car-buying experience, where establishing respect and building a relationship with the customer is the number-one priority. The staff at our Sherman Oaks Acura dealership believes that the sale of the car is not the end of the transaction; rather, it's just the beginning".
I would have hoped this was true and I really tried to make this deal work out but nobody from the Salesman to the Used Car Manager, to the GM cared to make a customer happy and live up to their mission statement.
So, please do yourself a favor, if you want to purchase a Acura go to a different dealership. If you really need to go to this dealership make sure you don't give your business to Kevin Please use a different salesperson.
This story is 100% true and accurate I swear!! Sad:-(