I was deceived and manipulated at AutoNation Honda Dulles and I drove over an hour from Annapolis with an appointment for the privilege. Day before yesterday I was browsing the Web for a used Volkswagen CC, a car I once had and loved. I so hate my Honda Accord EXL (it's the one you want to date, not marry!) that I was willing to trade down. I get Justin on the phone, my instant pal, who talks the car up as newly arrived and previously bought as VW pre-certified, so it must be in good shape, and how soon do I want to see it? Day after tomorrow, I say. He sets up an appointment. When he confirms by email, he asks to push back the appointment 2 hours to have the car nice and detailed for me; btw, Jorge will take care of me, since he won't be in. O.K. Then Jorge emails me to confirm too; and the next day a manager calls me up personally to confirm too. Sounds pretty good so far, eh? Well, it doesn't end good.
I get there, and Jorge doesn't seem to know who I am or that I have an appointment with him. He goes off to whisper for a bit and comes back saying that he understands all my concerns [really?] and has related them to his manager and is handing me over to Patrick. Patrick wants to start with assessing my car for trade-in. Well, I'd like to see the car I came to see first, to see if I'm interested, say I. This will save you time, replies he; they can do the assessment while we test-drive. Skeptical, I give him my license, and my registration, and my keys, and all the info., but I grow wary. I repeat a couple more times that I'd like to see the car first, and he reassures me that he's going to show me the car, and he even pulls out a dealer license plate and puts it on the desk. Then he whisks away my keys and his forms, but then he comes back to report that the car is at a body shop a half-hour away. What?!? I suddenly realize he's been stalling me because they don't have the car to show me. [If the idiots had only 'fessed up from the start, I'd have said, Okay, how about you try to interest me in something else on your lot while someone goes fetch the car that I drove around the beltway to see with an appointment confirmed by two emails and a manager's phone call? By the way, WHY is it in a body-shop?!? No one disclosed any need of bodywork to me and your Web photo of the car doesn't show any need. In any case ...] When I suddenly realized that Patrick had been stalling me with lies, I stormed in indignation: Give me back my car keys! and I bailed.
Would you believe that despite some cussing on the way out, even before I even got home, fuming the whole way around the beltway, I got an email message from the General Manager thanking me for my visit and hoping I was satisfied? So I dial him up and say, Your message has to be auto-generated because you must know I just left your showroom fuming? Of course, really I figured he didn't know because that's the kind of place AutoNation is. Well, he claimed that somebody from their shop had taken the car to a body shop for repair of minor scratches not knowing about my appointment, and he doesn't know how he could make it up to me now. So I say, Well since I drove around the beltway to see the car, now you drive it to me to see! Well, he said O.K. I actually felt appeased. I did, I really did. He said, let me work on that and call you back. Okay, I said, okay. The the call comes: well, it won't be ready before Friday, so let's talk then. Friday? It will take two MORE days to repair cosmetic scratches? Sounds to me like more stalling and deceiving.
I tell you what, if General Manager Aaron Spicer comes through and sends his Volkswagen CC to me in Annapolis to see, I'll be completely appeased, I'll retract this review, and I'll write another saying, xxxx happens, but all's well that ends well. Meanwhile, caveat emptor!!!