The ease of financing and the value of the vehicle I purchased was lost by the clear disregard of my time and no sense of efficiency. I had scheduled an appointment with sales agent Christopher Hoffman and even paid a $200 lay-away hold for a specific vehicle. I was told at 11:00 a.m. on Monday that the vehicle would be transferred from the Katy location to the Gulf Fwy location before my scheduled appointment on Tuesday at 4:30 p.m.
When I arrived for my appointment, not only was Mr. Hoffman not there (It was his day off, but he never had the courtesy to tell me that he would not be there although he was who I had been in sole contact with since March.), but the car had not yet been transferred and no other sales associate knew anything about it, or for that matter even expected me for my appointment. It was only when I arrived and I explained that the car should have already been there (as I was told the day before) that the dealership on Gulf Fwy sent someone to Katy to retrieve it.
At no time did anyone own up to the mistake but rather chose to play dumb. The sales agent who I did end up working with, Tasha Prejean, and the sales manager, Woodrow, both repeatedly told me that they didn't know what had happened with the transfer or why it didn't get done. Instead, they kept saying that Mr. Hoffman was off today and they were doing what they could to get the car there. Not once did they admit that they had not even sent someone for the car until I had arrived. They, instead, only said it was "in transit," trying to imply that an effort had already been made.
The car finally made it to the dealership at 7:30! That was 3 hours of waiting for a vehicle that was already supposed to be there... We even left the dealership to go eat dinner and wait somewhere else for a while and it STILL wasn't back when we returned. Once the car had shown up and I had test-driven it, it seemed like I wasn't a priority anymore. Woodrow was quick with some nonsensical explanation about a transport driver who had called off, which was why the car never made it over and offered to fill my car's gas tank (which should have been the case regardless) for my troubles and wrote out another little card for $15 worth of gas when I return in 6 weeks for my tags. Really?! He was aware that for the last 3 hours I had been upset and frustrated and the best solution was $15 worth of gas?! And as a footnote, they didn't even fill up my tank like he said they would. When I drove off the lot, the car was only at a third of a tank.
Lastly, once I went ahead a paid my down payment of $2,000 (the only real time there seemed to be any sense of urgency and appreciation for my business), I was left to wait for nearly an hour AGAIN for someone to have the contract ready for me to review and sign. It felt like now that the money was collected and I wasn't go anywhere, I wasn't a priority... even though I had been there for 4 hours at that point! During the evening as I was left there to just sit and wait, I had the opportunity to observe and listen to the very unprofessional way that many if the sales staff conducted themselves: often shouting to each other across the sales floor, never meeting eye contact with customers, leaving new customers to fend for themselves without a greeting or offer of assistance, and of course ignoring or seemingly abandoning the customers who had been waiting around for an absurd amount of time.
By the time Eric finally went through all of the sale paperwork, he showed me a paper outlining a new customer referral reward program. I can unequivocally state that I will never embarrass myself by referring anyone I know to DriveTime. I have never felt so undervalued as a consumer (except for the few minutes I had my debit card in my hand) and felt that much of the inconveniences and missteps of my total experience could have been avoided if Christopher Hoffman had followed through on what he said he would do and had actually communicated to myself and to his coworkers what was to be expected. I also do not appreciate the disception by omission by the staff who was on duty that day to try and sugar-coat the situation. If this is the standard of business for DriveTime, my future automobile purchases are most assuredly going to any one of the dozens of other dealerships next door.