While the staff is relatively nice, they are painfully inept, inconsiderate, and some are liars to boot. My story ends with 5 hours of wasted driving time over two weekends, an unwarranted hard inquiry on my credit and a Buick whose propeller shaft fell out during a test drive, all before selling it to someone else while I was on my way back.
The deceit started with the pictures online. One perfect looking TourX with lots of pictures including left and right sides- or so I thought. This is combined with the ineptitude starting with the phone call as we were on our way down 1.5 hours from the Lehigh Valley. "Just want you to be aware that the car is not ready to sell right now, as it is waiting on a part." No problem, i don't mind making two trips, i really want to check it out and see if I can secure it. When we arrived we found the passenger side mirror dangling by the wires, with adhesive spilled on the side of it and the pillar it attaches to. Packing tape was dangling off it from the failed attempt to suspend it during the makeshift glue job. What about those pictures online? Oh, the one of the passenger side? It's actually the one of the driver's side, mirrored. Deceit. (These pictures are attached) This is a minor offense... And the car may not be ready to sell right now, but you know what would have been important to communicate? Can't test drive it either. Well that was a complete waste of time. The sales manager, Jason, at least bragged about how it has a new "transfer case" (I hate that Buick calls center differentials "transfer cases" but I digress) that they got from submitting a warranty replacement for a gasket.
Aside from this disappointment, everything else looks OK. We return to the valley and plan our trip back out there next weekend (we are busy M thru F people). Our sales rep gave us a call and informed us that they got the part, the vehicle has been fixed and is ready to go.
We call when we're on our way down again. An anecdote about the calls: Every call to the dealership, we get a happy woman gladly attempting transferring us to the person we requested (Mark, our sales rep). But every time she does this, somebody else picks up! "Sorry, we're looking to speak with Mark" I say. We're placed on hold again and someone else answers, "Hello?" Dude I'm not calling your personal cell phone. Answer the phone like a professional, not "Hello?"
Anyway, we arrive and the first thing I do is inspect that side view mirror. Interestingly there was adhesive on the pillar and the side view mirror itself, just like when it was dangling. Is this the same mirror? Is this glued on? Yes. They didn't get the replacement part, and they didn't fix it. They jury rigged it. Who knows if they would've tried to snake out of that repair if I hadn't caught that- who knows if the person who actually ended up buying it knew this.
Well let's drive it. Hop in, start, pull out of the dealership onto Rt 1 and not even 3 whole feet from the dealership we here a *CLUNK* and grinding noise. We pull over and check the underside to find a comical scene: the propeller shaft just hanging down, grinding along the asphalt. Now I'm very thankful Jason mentioned that the "transfer case" was just replaced. Now I know not to trust their mechanics with literally anything. In my experience those pinions have a minimum of four bolts that attach to the prop shaft. Didn't think those mysterious bolts left over were that important? Inept
So once again the car is not ready to sell. I trusted they were going to repair it properly (I wouldn't have it any other way), so I offered to put a deposit on it. They refused. We left empty handed again.
Another phone call telling us it's ready, and another plan to visit on Saturday. A text message to our rep the day before letting him know we'll be there at 1PM just like the last two times. Imagine our disappointment when the next morning he advises us someone is coming in at 10AM to see the same vehicle. Imagine the frustration when he lets us know at 12:00PM that it sold.
5 hours of driving, $40 in tolls, two weekends wasted. Glad we could work out all of those kinks for you at our expense of time and tolls. I don't care so much that I didn't get this car, I care that you tremendously wasted my valuable time and are so apathetic about it. This dealership is an absolute joke. I understand dealerships are inherently self-serving but Peruzzi makes it abundantly clear that the sale matters more than the customer and that professionalism and virtuosity are contrary to their precepts.