My experience I had with Clay Cooley VW of Park Cities. Their staff is inept or dishonest. I lean towards inept.
"I will give you a call tomorrow and update you", this is an empty promise coming from the mouths of anyone working at Clay Cooley VW.
Due to character limits I have summarized my email to Stephen Dodge the General Manager. He has not responded:
• October 24th I visited Clay Cooley VW and asked to see a car listed on Clay Cooley VW website for 27000.
• The offer sheet appeared with 4000 of accessories. I explained clearly that I did not expect any cost of accessories as the list price had been 27000 and that I would be leaving. The salesman asked me what price I had expected to pay. I answered, "The 2700 plus Tax, Title, and License". He asked to write this number down and he would take it to the finance manager. I agreed with him at that time to pay 28500 which included Tax, Title, and License. This can be found on the offer sheet, which I have a copy of.
• At this stage, there had been no issues.
• The paperwork dragged on till 10 pm. My wife and I had to leave as the babysitter was not staying any longer. We were asked to return the next day to finish the paperwork.
• The car was empty on gas.
• The car did not have the temporary plates on the car as the salesman could not find a screw driver. Rather it was jammed in the window. I had to correct this myself.
• We returned evening of the 16th. The financing manager began having us sign the paperwork without review. As my wife was signing and I was co-signing, I was entertaining our son. As the paperwork does not clearly state the "sale price", she did not catch this error. It is also written as "total amount financed" and it is unclear if this did or did not include the 3000 down payment I had already made.
• My wife did however notice that my name had been written incorrectly and the paperwork had to be re-printed or corrected.
• After discovering the issue by asking the financing manager, I immediately informed her that this was not what had been promised to me. I asked her what I could do and who could help me. Her only answer "No one is around this late at night and besides you already have a great price".
• Sales manager does not remember even to take the keys of my trade in and I had to return to turn them in.
• I placed complaints with the customer service representative Mercedes Delgado and the Sales Manager Dwayne Johnson.
• Dwayne listened about my experience and offered me a 500 dollar refund, but he was unable to refund without higher permission the correct amount which is closer to 1500. He ensures me that he will submit the necessary paperwork and update me the next day.
• Weeks pass with many unreturned voicemails and failed promises to call me back.
• Someone from the sales team calls me to ask if I am still interested in purchasing an Atlas. This is the THIRD such call I had received, but I have chosen not to and all of them to reduce clutter in my massive list of disappointments. At this time I learn that both Dwayne and Mercedes have quit or were let go. No one knew about my complaint or planned to follow up.
• It is now around December 7th and I am forwarded now to Paul Farris, who I AGAIN must explain my complaint to.
• I decided at this point to visit in person. Introducing myself to Paul Farris, he had naturally forgotten my name and who I even was. I AGAIN reminded him about my issue.
• Regretfully Stephen Dodge was at the corporate office this day. Paul Farris promises to call me with an update once you return. I was not called.
• It took 60 days to call me regarding my license plates.
Now 57 days after agreeing to purchase the vehicle, I receive my first actual answer to my complaint... via email, no phone call. It told me that I signed a contract and they will not reimburse me anything.
How do you allow in your institution so many sloppy, incoherent, and lazy behaviors?
Perhaps most importantly, how do we go from Dwayne Johnson offering to refund me 500 dollars to 0 dollars?
Lesson: Double check all of their work in advance!