I reached out to Kenny Ross Buick GMC Subaru Mazda through Cars.com on Monday, 1/22/18 regarding a used 2008 Pontiac Solstice GXP (stock# 8Y112580).
I received an almost immediate callback from Ron Schwartz, Used Car Internet Manager/Salesperson, who was extremely pleasant and provided me with great info on the vehicle.
Tuesday, 1/23/18 I sent an email to Ron regarding the price, as well as expressing my willingness put a deposit down to hold the vehicle, and my interest in financing for the vehicle. I also told Ron that the earliest I would be able to get down to pick the vehicle up would be Saturday, 1/27/18 since I live 2+ hours away from the dealership in Erie, PA.
After calling and speaking to Ron later in the day on 1/23/18, we came to an agreement on the price, and Ron provided me with the financing application.
I immediately submitted my financing application to the dealership, and emailed Ron with a copy of the confirmation. I also let Ron know that I was going to apply for financing through my own financial institutions to compare rates.
I also asked Ron again if I needed to put a deposit down to hold the vehicle as I didn’t want it sold before I could make it to the dealership.
From my credit tracking app, Kenny Ross Mazda pretty quickly pulled my credit on 1/23/18.
Ron responded on 1/23/18 saying “Unfortunately, it's company policy not to take deposits to hold vehicles. There have been a few inquiries on this one since we lowered the price, but you appear to be the only one serious enough to actively pursue purchasing it. Looks to be a good bet that it will be here for you on Saturday.”
Interesting response, especially considering the dealership was more than happy to immediately run my credit, which obviously impacts my credit score, and shows my seriousness about purchasing the vehicle, but I just chalked it up to weird dealership practices.
Ron was out of the office Wednesday, 1/24/18, so I called the dealership to chat with someone to give me an update on the finance application I submitted through the dealership.
I was put in contact with Paul, the used car manager, who was friendly, and explained that they were going to run my rates against their banks once I arrived on Saturday and had checked out the vehicle. Everything sounded great and seemed set for Saturday morning.
I was approved for financing through two of banks that I worked with on my own, and I sent my pre-approval information and rate details to Ron on 1/24/18 so that they could use my approved rates as comparisons. I also asked about the sales price on the Solstice, which had been lowered again on Cars.com.
Ron responded on 1/25/18 saying I would pay the lowest advertised price. I responded with thank you and that I would see him on Saturday morning, 1/27/18.
Fast forward to 5:30pm on Friday 1/26/18 (half an hour before the dealership closes), I receive a voicemail from Ron Schwartz saying “Not such good news. Somebody sold the Solstice today. Kind of bypassed myself and the used car manager. One of the general managers from one of the other stores had it sold it to one of their friends.”
Understandably, I was pretty take back by this considering that 1) I had pre-approved financing for this vehicle 2) the dealership had pulled my credit for the vehicle and 3) I had asked multiple times if I could put down a deposit so that this vehicle wouldn’t be sold out from under me, which the dealer refused to take.
I called the dealership back and asked for Ron who was “with a customer”, but was given Paul, the used car manager. I asked Paul what the story was and why the vehicle had been sold when I had been working with them all week long on this vehicle. I got the same story about how it was sold to “some friend of the GM” and that they “felt really bad”, but “sometimes this just happens and it sucks”.
No Paul, this should never happen. I was straightforward and clear with my intent to purchase this vehicle. Just because I am a customer that is 2 hours away from your dealership doesn’t mean I am any less serious about purchasing a vehicle. Your team had all of the information above that I had every interest in buying this vehicle, and it was still sold out from under me.
Your dealership has negatively impacted my credit by pulling my credit for a loan that isn’t going to happen now because your dealership decided to sell a car out from under me. Your dealership wasted my time, and you have lost me as customer.
I will never do business with any of the Kenny Ross dealerships again, and I will be sure that everyone I know between Erie and Pittsburgh never does business with a Kenny Ross dealership again.