Let me first start out, that when you call their 1-800 number, you ARE NOT calling the dealership. You are calling their business development center that is who knows where.
I called one morning about a car on their lot. Set up an appointment and was told that it would be pulled up to the front of the dealership waiting for us. The gentleman on the phone and I discussed how I was driving well over 2 hours and was not coming down to kick tires. I was bringing my trade and the clear title. To which I was told no problem.
My wife and I took 1/2 vacation day and drove over two hours down to the dealership. The van was on the lot (not pulled up front) and we went inside. We were assigned to Tom and he spent the next 15-20 minutes telling us about how great the dealership is and how many happy customers he has. He finally takes my drivers license to make a copy and get they keys and promptly disappears for 15 minutes. When he does come back he had only copied my license and goes to find the keys.
10-15 minutes later he comes back, not able to find the keys. At this point in time I see the van pull back into the parking lot with other people driving it. I'm not pleased. More games ensue about finding the keys, I tell him, that the keys are currently with another salesmen who is out in the front with people driving it. He pretends to be surprised, but I have zero doubt that he knew the whole time and that he was doing everything he could to delay and keep us in the dealership in case this person didn't want it. He just didn't want to tell us that someone else was driving it.
At this point I am clearly mad and I stand up to walk out. My wife, who has much more patience tells me to sit down and be nice. For some stupid reason we still drove the van, "in case the other person can't afford it" as Tom put it. He insists on going with us, I hate that, I don't need you babysitting me.
We go back to the dealership, sit there for another 20+ minutes hearing how awesome Tom's weekend was and how great the dealership is again. Sales manager comes out, says he is sorry, which I appreciate the apology as some places wouldn't even do that. He asks if there is another vehicle we would like to look at? No, I came for that vehicle and the rest like it in all of your locations have more miles, not the features or price that I am looking at.
Tom apologizes, then proceeds to lecture us on how a vehicle is never held with out a deposit or earnest money. Shame on me for not putting a deposit down and shame on their "business development center" for not offering it. Lesson learned, it cost 7 hours of my life, a half vacation day, 8 gallons of gas, whole lot of patience and lunch at Taco Bell.
The next day the guy in the business development center call me to see how it went. I politely informed him how it went and how I was treated at the dealership. He expressed his genuine apology and said he would contact the dealership manager and let him know what happened. I have no clue if he called the manager as I never heard anything else. I'm okay with that.... because I won't ever go back...