My Wife and I were looking to buy two vehicles so we shopped around and ended up at Serra, we were looking for a Traverse/Equinox and a Colorado/Silverado we found some that we liked and started the negotiations... I had asked if they could install a factory integrated trailer brake controller in the Colorado... They had to go check with Parts and Service... They come back with we can't find the parts... I google and send them the part numbers... they run off to talk to part/service... they come back ok we can do. As negotiation continues we could not come to an agreement so we left and went to another dealer the next day. While at the other dealer the salesperson from Serra calls and quotes me a new price and trade in value, $27 for the Colorado and $31 for the Durango... Great! My wife was happy with her decision at the other dealer, so I went back to sign the paperwork.
It takes the usual forever to get the paperwork ready, but then we are finally in the room. We start signing and I notice sales price on the truck is $27,899, not the $27,000 I was told on the phone... Also, the Trailer brake was not in the deal... At this point, they informed me that they are a "No Haggle" dealer for used inventory and they won't change that... So I said if they install the factory integrated trailer brake controller for free then we had a deal... And I signed...
So I bring the truck back in later that week to get the factory integrated trailer brake controller installed leave the truck with them and head home... the next day my wife picks it up and when I get out to look at it they did not install a factory integrated trailer brake controller they installed a giant aftermarket eyesore. So the back and forth begins, I bring it up there, then they don't have the right parts, I give the parts manager all the part numbers, then wait some more.... then bring it back up there and they again don't have everything they need. This went on for about two months... then I am told that I need to talk to the owner of the dealership...
So I send an email to the owner, and he quickly calls. Then comes back with my techs say it can't be done... I argue and he goes back and schedules a time to bring it in and have the factory integrated trailer brake controller installed and the kick panel replaced (this is the panel they drilled holes in to mount the aftermarket one) I drop it off and then get a call that it's impossible to do this install.... Again I argue, having found multiple posts online with the required parts and labor. They have a Field Engineer call me, and he will not say the words "not possible" but that GM advises that they don't do it.
So let me break it down for the readers of this that may not know, It is not an easy job, they have to rewire most of the truck and reprogram the dash unit... this is in addition to the parts, so the approximate cost is about $600 plus labor. $600 for $899 seems like a deal in the dealers favor right? Well, I guess $899 for nothing seemed better... They did repair the damage that they caused during the aftermarket install...
So after I get the truck back home, I have a call with the owner. He askes what they can do to make it right.. I asked him to actually do what was promised... to which he retorted that the only thing they agreed to was to install a brake controller (so apparently I needed to have a lawyer in the room when signing the paperwork to ensure that they would keep to the spirit of the deal.) He refused.. so I asked for my traded vehicle back and to dissolve the deal... Now I knew full well at this point almost two months later that my Durango was gone but I had to ask... he offered to sell me another car.... I said no I want my Durango back, it was fully loaded and I could not possibly find one on any of their lots for the $31,000 they offered me for mine (they sold mine for $36,000 if I recall correctly) And we left the phone call at that, with no resolution.
I send a text to him sometime later and asked that he honor the original quoted price of $27,000... he countered offering to split it... well let's just go to the transcript:
Me: Would you be willing to honor the price that Pam quoted me for the truck?
Me: It was $27k
Owner: I would be willing to split the $900 with you.
Me: While I do understand you need to negotiate, I feel it’s only fair that you honor the price quoted to me by the sales person. I did not get the real price until I was signing the paperwork…
Owner: Mr. Brewer, again, you signed for that price and no mention of the difference as we are a non negotiating store on our pre owned which we have on our website and materials in our dealership.
Me: While “no-haggle” is a great marketing trick I was not aware of that policy until we were in the room with the Finance Manager (Frank?) I asked why the price was not adjusted to what Pam had quoted me, then he went to talk to Pam. I agreed to the price because of the Integrated Trailer Brake Controller. I naively expected that you would be able to honor the deal that was made.
Owner: That is my final offer
Me: No, I’m sorry. You have lost my business.
And that is that... If you still want to buy a car from them just be very careful about what is said vs what shows up on the contract, and if you have any doubt walk away.