I’d like to write this review for anyone who is considering a vehicle purchase from Dennis Dillon GMC, but particularly those who are not local to the Boise area. I purchased a 2017 GMC Sierra 1500 from Dennis Dillon last Wednesday (2/22/17), and while I do not regret the purchase, the staff at Dennis Dillon could have made the purchase go MUCH more smoothly.
I first contacted Dennis Dillon only two days before I purchased the vehicle, when I called and spoked with a salesman named Todd. I spoke with Todd on the phone since I live in Portland, OR, the first of many phone calls before I committed to the purchase. The dealership offers two prices on their website: a sale price, and a “as low as price.” Both come with caveats: you can only get the sale price if you finance your purchase through the dealership (during which you’re limited to putting no more than 20% down), and you can only get the “as low as price” if you have amassed points with the GMC credit card and are a member of a local farm bureau. Otherwise, their offer will be $1,000 more than the sale price. Hence, we agreed on a final price of being the “sale price,” since Dennis Dillon is not willing to negotiate on price at all (I don’t fault them, since they were the lowest price I could find in the US).
After going back and forth with Todd on many phone calls, we proceeded with doing a remote quote on trading in my old vehicle. Dennis Dillon came back with an insultingly low offer, which I declined and sold my truck to a private buyer for twice the amount that the dealership offered. Despite that, I was able to put down a $1,000 nonrefundable deposit to hold the new vehicle until I could travel to Boise to complete the purchase.
I flew to Boise the night before the purchase and stayed at a hotel near the airport. I asked the salesman Todd if he could pick me up the next morning from the hotel since the dealership is only two miles away, and he agreed. We agreed on 9:30 a.m.
The next morning, Todd phoned at about 9:20 to state that he was running late and would pick me up at 9:45. He arrived at that time, and I was a bit dismayed to find that the truck was not ready for sale: it was dirty (inside and out), had no floor mats, and had less than one-quarter tank of gas. I expressed my frustration over this to Todd, who told me that the vehicle would be “detailed” and filled before I left.
We got back to the rather spartan showroom and completed the initial paperwork on the showroom floor (the salesmen don’t have their own offices). Despite the fact that I had spoken with Todd many times about the finances, he initially tried to slide a trick by me by saying “you only wanted to put $1,000 down, right?” Obviously I wanted to put the full 20% down to lower the monthly payment.
What followed next was an example of every slimy trick in the car dealer playbook. I was presented with many successive versions of the same form that I was pressured into signing, but each time I pointed out that they were trying to mislead me with the numbers. First it was the issue with the incorrect down payment ($1,000 versus the full 20%). Then they tried to claim that $8,000 was 20% of the purchase price, which it wasn’t (it was more like $8,500). Then they calculated a monthly payment without disclosing the interest rate to me—some quick math proved that the interest rate was 10%! Then they claimed that they were only “estimating” the monthly payment, and that they couldn’t determine the real rate until we met with the finance department!
Obviously anyone with simple math skills knows that this is a bold-faced lie. You cannot calculate a monthly loan payment without knowing the interest rate. You simply can’t! The dealership lies and tries to be “nice guys” to get you to sign this paperwork. Finally, after many rounds of back and forth and lowering the interest rate (and me threatening to walk out), they pulled out the “good cop, bad cop” routine. Todd’s boss (Mike?) came out and Mike played hardball (bad cop) about how the lowest he could go on the interest rate was 4.99%. Todd (good cop) pretended to be my buddy (“this is the best I’ve seen them offer”) to get me to sign the paperwork. Finally, we came to an agreement, and walked over to a different building to the finance department.
After about a 30 minute wait, we met with Jay, the finance manager. Jay was quite simply not a pleasant person to deal with, and made many snarky comments to me. While the paperwork initially started off straightforward, he started rattling off all the subtotals that would contribute to the final price, and tried to sneak in a few extra hundred dollars for an add-on that would put ID stickers on the major components of the car. Luckily I caught it, and he removed that charge. Then he went on a 15-minute sales presentation about how I should buy an extended warranty, which I obviously declined. He got a bit more surly after that, especially when I told him that the salesman told me that I could put the entire down payment on a credit card (he refused to let me do that, but luckily I brought my checkbook as backup). The interest rate came down a little bit when working with Jay—it ended up being about 4.25%, which is definitely higher than average. At last we were done with finance.
I went back out to the showroom to find Todd, who told me that my vehicle was almost done being detailed. After another 20 minutes (over 2.5 hours after I first arrived), the vehicle was brought back, but it had not been gassed. Todd left with another salesmen to go fill the vehicle, which took another 30 minutes (even though there were two gas stations literally across the street from the dealership). Once that was done, I had to wait even more. The dealership could not find the floor mats for the vehicle, and after 30 more minutes of searching, they finally had the sense to get a brand new set from the parts department.
Only then did I get to sit in the vehicle, and I was dismayed that it had not been detailed. It looked like it had been run through a cheap carwash. The interior was not clean at all (they simply put the floor mats over the dirt on the carpet), and there was dust and dirt smudges all over the interior. The bed of the truck was also filled with dirt/debris. In an effort to get out of there and begin my seven hour drive back home, I let it slide and cleaned it myself once I got home.
But we’re not over yet. We had to do 15 minute call with customer service to set up the OnStar system. Then, as Todd was about to wish me bon voyage, I realized that I had not been provided with the Monroney sticker (window sticker) nor a temporary license tag for the back window. Despite the fact that it is federal law for the Monroney sticker to be provided with every new vehicle, the “detailers” had thrown the sticker away (luckily Todd found it).
Jay, the rude finance manger, had forgotten to fill out the temporary window license, and he had gone to lunch by this point (1:00 p.m., or 3.5 hours after I arrived). After several frantic phone calls from Todd to Jay, he returned about 20 minutes later and completed the label. Jay never apologized, never acknowledged his mistake, and did the work with a scowl on his face. At long last, almost four hours after my arrival, I left in my new vehicle.
To summarize: I do not regret purchasing my vehicle from Dennis Dillon GMC for the SOLE reason that they offered a very good price. However, and this is BIG however, they do not make the process easy. Despite knowing that I had a seven hour drive ahead of me, they did absolutely nothing to get the vehicle ready ahead of time. Their sales/finance process is extremely slimy and deceptive, and you can quite easily “lose” your good deal if you fall for their tricks. But if you read every line on every piece of paper, stand your ground, and know what’s right and what’s not, you can walk away with a good deal. Just expect that Dennis Dillon GMC will drag their feet in the process.