We had high hopes for when we started this endeavor. My husband had researched and found the car he wanted at the Carbiz in Baltimore. He had gotten an advanced offer for the 2012 Mercedes ML350 we were planning to trade in. We had a noon appointment so we showed up early. When we walked into the dealership, we saw several dogs walking around, but there was no one at the front desk. This was a little off putting, but we decided to wait. Eventually Javier came over (WITH NO MASK) and asked if he could help. We informed him that we had an appointment with Matt. Javier walked away (presumably to get Matt), but came back a few minutes later. At least this time he was wearing a mask. My husband explained that he was there to see a specific vehicle. Javier seem flustered, at which point he informed us that he started working yesterday. He went to get the vehicle and asked if we wanted to test drive, to which my husband responded of course. We were initially told that we could take it out by ourselves. Then he came back out and told us that he had to go with us. Sure, no problem. He asked if we were familiar with the area and we told him yes. My husband starts driving and Javier tells us that we had to drive a certain route, could exceed 60 mph, and couldn't keep the car out for more than 10 minutes. At this point, I'm getting perturbed. We have NEVER been treated in this manner. As a matter of fact, about 2 months ago we bought a Porsche Cayenne in Annapolis and there weren't any of these restrictions! Nonetheless, we informed Javier that we wanted the car. Javier left and came back with Matt, who wanted to test drive our Mercedes. The Mercedes was well maintained and Carbiz honored the preliminary offer. Between the trade and the down payment, we were putting $25k toward the Lexus and financing $10k. We already had financing but wanted to know if they could be the rate. They said they could, so we waited. And Waited. And waited. While we waited other customers came in and waited for someone to realize they were there. We noticed that there were several employees in the various offices lining the walls. However, no one readily came out to assist customers as they came in. While we waiting, Javier claimed that they were waiting on the finance company to get back to them with the lower rate, but if we didn't want to wait, we could take the slightly higher rate. We responded that we would wait. Javier tried to get us to sign two loan agreements - one for the promised rate and the other for the higher rate. He promised that once the lower rate was approved, he'd tear up the other agreement. Seriously!?!?!? My has make $170k/year and he has excellent credit. After 3 HOURS they processed the sale with the lower rate. And by the way, one dog sniffed my husbands crotch and another growled at me as I was trying to find the restroom. I would've asked someone where it was, but no one was in the sales area. I'm still flabbergasted. I will say that I found Matt to be courteous and Javier to be slow and borderline incompetent. He forgot to take our downpayment and when my husband realized, we turned around and took it back.