We bought a Mazda5 from Capitol Mazda on Sept 11. The first annoyance was the low price they were willing to give us for our 2005 Toyota Matrix trade in. We had guaranteed offers for $6500, but the first number they came out with was only $4800, and the number we finally negotiated up to was only $5300. All told, there was a lot of back and forths haggling over the price for an hour, and literally the salesman said any lower and we'd be taking food out of his children' mouths. We were happy enough with the price, but when we got home I checked http://Edmunds.com (we went in for the GT, but ended up with the Touring to get the price where we needed it) and we paid exactly $10 less than Edmunds listed as the True Market Value and what everyone else in San Jose is paying for that car. For that $10, it seems it shouldn't have been as much of a fight and with so much melodrama. However, while annoying, that was partly our own negotiating and we accepted the price of the trade in and the car, so it's unfair to complain about the deal after we'd agreed to it.
The *real* problem came when the time was coming up on when the first loan payment was due, and we hadn't received our loan documents. We tried to call starting 2 weeks before the payment was due, and it took 3 calls before we even got someone to call us back. The Finance manager said the papers had been sent and they would arrive at least a week before the payment was due. When that didn't happen, we called again. We were told, again, they would be there any day. When they hadn't arrived 3 days later, we called again. She then looked further and said the paperwork had gotten "misfiled" and the loan never sent to Chase. She had us pay them over the phone via credit card and said they would send the payment with the loan papers so the payment wouldn't be late while we waited on the loan documents.
That was Wed, Oct 6th, and the payment was due Oct 11th. On Oct 8th, the loan appeared in my Chase online banking, but not the payment. So we called again. We were assured the payment had been sent and would just take "a couple days" to show up since it wouldn't have been processed until the loan was set up. Oct 11th was a holiday,and I know from being a longtime Chase customer than transactions that happen late on Friday through the weekend don't show up in Online banking until Tues morning. Because of the Holiday, I expected it to show up on Wed. When it didn't, my husband drove down to the dealership instead of calling. He was given a few halfhearted apologies, and a copy of the email directing the business office to send the check- On Friday the 8th- and the UPS receipt. The email to cut the check wasn't even sent until 45 minutes AFTER we'd been assured the payment had already been made. To make matters even worse, although the email said to write the check for the right amount, the check was actually written for $1 less! (The first check finally did clear Chase today, the 14th)
If they had told us on the 8th that the check had never gotten sent, we could have asked them to reverse the charges (Or disputed them) and made the payment ourselves, for the proper amount, on time. Instead, the check didn't even arrive until the day after it was due- and didn't get processed until 2 days later- and for the wrong amount. They have allegedly overnighted another check for $1 and did manage to email us a .pdf of a copy of the check. We can only assume it has been sent.
It has also now been just short of 5 weeks, and we haven't received our license plates. I'm dreading that phone call, because I wonder if that paperwork was "misfiled" too. I have no idea how a business that is run so dishonestly and incompetently can stay in business. It's also scary because this group owns 6 other dealerships in Capitol Auto Mall and the Bay Area, and all the paperwork goes through the same business office.