The first encounter with Boston Volvo was the ordinary dynamic you would have with any other car dealership: friendly sales consultant, yet a lackluster sales process.
I was advised that he would be out of the office the following day and would reach back out to me. This was fine with me. If he was the first person that I spoke to at the dealership, then the vehicle sales win should go to him.
I received a voicemail from the sales consultant's General Manager, Dave Deltorto, who wanted to follow up on my sales inquiry. Looking to make the purchase sooner rather than later, I returned Mr. Deltorto phone call. We had an engaging dialogue and finally I was provided a best offer amount off of the MSRP. Being the diligent customer that I am, I was shopping around was able to get a better deal elsewhere. In fairness, I understand that you need to be competitive. Mr. Deltorto stated he would match any other dealer's offer.
Although this seems quite accommodating, we all know that the amount of time and effort that one needs to go through of getting something in black and white paper sent to you can be quite taxing. It definitely was, especially given access to communicating with auto dealers has been limited due to COVID-19.
07/08/2020 - 07/14/2020
In attempts to get Mr. Deltorto's match offer, I worked tirelessly to get the offer from the other dealers. This was unsuccessful - which is no surprise. Upon speaking my coworker, I was notified about a special offer from Volvo, where I was able to confirm that incentives/rebates/discounts were combinable and eligible to receive. However, this required some time for ordering and so on (which I am fine with given that I still have a car and also fleet vehicle from my employer). I notified the staff at Boston Volvo of this, if they were able to be amendable to make a comparable offer I would purchase the vehicle from them instead. I did not receive a reply.
To really give some texture and additional context, I will say that I am articulate and strategic. Given the fast-paced sales environment, I readily agree that this can present itself to be a barrier when trying to finalize on the adjusted retail price of a vehicle. In this case, it was a 2020 Inscription XC90. After going through the semantics with the sales consultant, whose name I will not disclose because what prompted me to write this review is due to leadership, and Dave Deltorto, the general manager, we were able to finally proceed to the next step - evaluating the worth of my trade-in vehicle. What was interesting from my conversation was that the amount off of the car lessened by $500, although I reaffirmed the amount I was originally offered the first time and was disregarded. I was told that final best offer pricing and valuation of the trade in would be competitive as possible when my trade-in inspection would be done.
On Wednesday, July 15, 2020, I placed an outbound phone call to the dealer directly. On three occasions, the receptionist transferred me over to the sales consultant line, which were unsuccessful. Finally, I was able to talk to the sales consultant at the receptionist line who advised that the Customer Relationship Manager (CRM) tool was down, which was why the phone call could not be transferred directly. Things happen.
Upon speaking to the sales consultant, he advised he would need to speak with Mr. Deltorto for further discussion on the applicable discounts and incentives I would be eligible for. By end of day, I did not hear back and reached out. Then I sent the consultant a text message about the status. I finally received a phone call, where I was advised that Mr. Deltorto would not be available the next day, Thursday, but will be in on Friday, July 17, 2020. Looking at my schedule and re-arranging everything, I was able to come in on Friday at 9:00AM EST. Please note, I was given confirmation on the phone by the sales consultant who was aware of my busy schedule.
Today - Friday, July 17, 2020
At approximately 8:53AM EST, I received an inbound phone call from the sales consultant advising me that Mr. Deltorto would not be available until 11AM EST and if we could reschedule at that time. This would not work as I already rearranged my schedule.
Now again, I want to reiterate that I understand that things happen. However, I am live quite a distance from the dealer who should be aware of how I live given that they were provided a copy of my registration. To be exact, 61.1 miles and 1 hour and 9 minutes driving in the rain no less. Only to be told 7 minutes from my confirmed appointment at 9:00AM EST, where I was about to get off of the highway and be there in 3 minutes.
I am not upset about the sales process and time put into negotiation - that's normal car buying experience! It is more so on the lack of accountability and execution.