Regarding the sales department.
They have gone downhill sine buildin* the new dealership. Go there if you want to see laughable old school sales tactics.
Previously bought two Subaru’s when their dealership was located in Herndon, now located in Sterling in a new facility. Terrible experience this time. We were trading two cars and this go around they lowballed the first offers. Negotiation had them move up to more reasonable levels each being $1,600 more than before. Funny how suddenly they could give us more for our trades where weeks before they could not. Of course there was a catch, where we MUST sign all paperwork today!
We did not want to sign everything till they added all the accessories that the parts department did not have in stock, but we were told that everything could be on the car three days later. We had a prior experience on one of the other two cars we purchased where we signed everything that day and brought it back for accessories to be installed and when we went to pick it up the car had a dent in the door, so needless to say we did not want to repeat this experience, we wanted the car complete and the ability to look it over prior to signing for the car.
Now here are a few comical things. #1). The new car manager comes out and said his used car manager chewed him out because we were not taking delivery of the car today, but would three days later. He was upset we could not have our two trades today. Now let’s think about this, does any customer care that the used car manager is throwing a temper tantrum? Apparently they think so and used this to try and convince us to move forward. More on the used car manager temper tantrum in a bit. Comical thing number #2). Doesn’t the dealership need our business three days from now or are they so hard up, that if we don’t purchase today they will close their doors? If you think about it, they need consumer business every day they are open. Funny thing is that both arguments they used to try and pressure us were laughable, but they can’t see that. Very funny arguments that don’t hold water and customers just don’t care about.
Old school sales tactics were being used and they were not customer centric and certainly created a hostile environment, and destroyed trust, that made us walk away from the deal, all for a three day wait that they could not deal with. Worse yet a repeat customer who purchased there twice before.
One last note about the experience and the used car managers temper tantrums. Unfortunately we had to overhear a conversation and see the used car managers temper on the showroom. There was a customer whom purchased a used BMW and was having trouble with the tires and we had to listen to his angry response to an employee who was bringing this to his attention. It was handled wrong and certainly should not have taken place in the showroom with the used car manager walking around expressing his displeasure.
Final recommendations. Think about this or any dealership tactics. If they are not building trust that you are spending you hard earned money at the right place the walk out. If they are not customer centric, walk out. The dealer world is very resistant to change and it really is laughable some of the things they say to customers in an effort to close a deal that make no sense. They have been doing it for so long that they are blind to just funny the statements are that they tell us in an effort to close the deal. Remember the dealerships need business every business day of the year, not just at the end of the month or at the end of the model year. If they try and use the sales tactic of its a today only deal, just laugh and walk out. If they tell you their manager is angry or upset that you are not buying today, just let them know that it sounds like the manager needs a time out, but it’s not you concern and walk out. If you do not walk out then you are reinforcing what they do and it will never change.
Happy car shopping and I hope this review helps.