I was put in charge of finding a 2012 Chevy Equniox for my mother--she has reached the point where she can't get in and out of a car easily. Took quite a bit of doing and ended up having to change "wish" list since it was impossible to find exactly what she wanted. Once search was narrowed down to Silver LTZ we were told by Baum that they could get one for her on Tuesday. (The transaction started on the internet and continued on the internet and phone.) An hour before the car was to be picked up we received a call and e-mail to please call as soon as possible--they didn't have it. Although the night before when I asked if the car was in and everything was ready to go I was told it was (Lie #1). The story was that the other dealer dropped the ball--believable since we knew the other dealership but no matter--they lied that the car was already in. Mom & my sister (who was going to help out at the dealer--learning the car's features) was enroute but I was able to get her stopped before getting all the way there (<1 hour drive). They promised they had already lined up another car and would have it no later than Thursday. I told them we weren't interested but I was promised that there wouldn't be a hitch with the next transaction. So, crazy me, I agreed and we set a Friday morning transaction appointment. Of course, this meant changing several things on my mom's and my sister's calendars. I told Laci that if I didn't hear from her on Thursday night with a confirmation that the car was on their lot and see a picture the deal would be off. Spoke with Laci Thursday night, "The car is here and being cleaned up." She didn't send a photo. Shame on me for not insisting on a photo.
Mom and my sister arrive in Clinton at the appointment time (10:30). Guess what--no car! and no one called or e-mailed!!!! Their reasoning--the driver had picked up the wrong car the previous day and they had sent someone first thing that morning to go get the Silver Equinox which they had expected to be there in time and we wouldn't be any the wiser. By this time my mother was just wanting to get this deal over with and said she would wait awhile. (I would have left--had located a few other silver Equinox's at other dealers.)Baum's sent them to lunch and picked up the tab. By 11:45 I had not heard from anyone so I sent Laci an e-mail: Everything going o.k.? Mom should be out of there by now. Her response everything is just fine, your mom and sister are having lunch. Well, I knew something was wrong then. So, I called my mom and all she said was the car isn't here yet. There was no need to interrupt her lunch so I e-mailed Laci again--what's going on? She waited to reply until she could say mom was back working with the paperwork. Not one peep about the facts of the transaction.
Mom has the car, but it took 2 trips, countless calls and e-mails and almost 7 hours at the dealership on Friday. All because they lied and didn't have it together. This would have been inexcusable service in the best of situations but my mother is older and my sister hasn't been feeling well, which they were aware of. I made it very clear in my e-mails and on the phone that once they arrived everything needed to be ready and organized so they wouldn't have to wait. "We promise--it won't take more than 1.5 hours, 2 at the max."
NEVER will we deal with Baum's again and we will be sure to broadcast their way of doing business.
Positives: Mom is older and can get nervous with all the complicated computer stuff on a car and they were patient and kind with her when demo'ing everything. They bought lunch.