I inquired online for several days with Louis Rodriquez regarding a CRV EX (both 2019 and 2020 model) discussing prices and discounts. I came in on Wednesday - 1/29/20 and worked with Bill Rollins on a deal for a 2019 modern steel (the darker gray) CRV EX (including roof rails, all weather mats, and wheel locks) for a total price of $27.7K including the taxes, tags, title, and fees. Bill wrote the number down on a piece of paper as he discussed the price with Lorenzo, Sales Manager. Mike Balsa, the Finance Manager was also there as we discussed the prices the night of 1/19/20 as we all agreed on the $27.7K out the door price including all the accessories and taxes and fees. We proceeded to put down $2K for deposit while Lorenzo was entering into the system our information and prices. I requested from Bill for a copy of an agreement stating the total price (including accessories and taxes title and fees) but Bill and Lorenzo mentioned they can't provide the receipt that night since they need to draft everything and we needed to include the vehicle onto our insurance so they will need to do everything the next night (Thursday - 1/30/20) when we come back with the remainder of the down payment.
On Thursday, I received several calls from Martin and Bill just finalizing everything we needed, the cashier's check, cash, and insurance information in preparation for the paperwork to be completed that evening.
I returned around 6:30pm as scheduled to complete the deal, Bill was already outside putting the license plate onto the vehicle and we were just waiting for the roof rails to be installed sometime tomorrow (Friday). As we were completing the paperwork and signing everything, we had the cashiers check and cash all ready to go, however, because we were not financing (I asked Bill and Lorenzo if we needed to finance and I was informed, it was optional - the total price remains the same regardless of which route we take), we had everything ready to go with Mike. Upon mentioning to Mike that we plan on paying off the vehicle upfront and not financing, Mike then proceeded to do some "calculations" of the amount on the cashier's check, cash, and the deposit we made and then mentioned there was a difference of ~$781 as a result of taxes and titles in additional to the $27.7k we agreed upon. Based on my knowledge, sales tax for Philadelphia is 8% which equates to ~2K and title and tags are typically ~300-400 total. Therefore, I'm not sure where this "$781" additional amount came from. Bill was also there confirming that he and Lorenzo agreed on $27.7k as the total price including the accessories and taxes and fees. But Mike didn't care or want to hear it (assuming it was because we were not financing). I was a bit defensive when he mentioned the additional $781 price, since it was such a random number and not a number we agreed upon, and he then proceeded to say he didn't have to sell me a car, he didn't need to close this deal and can provide a refund for the $2K deposit as we were completing the paperwork for the title and Bill even handed us a set of key.
This is a huge inconvenience and frustrating as it wasted two nights for me of commuting over 3+ hours in traffic for a deal and price promised in person and after the deposit was made. Mike did not care that Bill confirmed that the $27.7k was the price he and Lorenzo discussed the night before and Lorenzo was off that night so no one was able to help us. Mike claims that he called Lorenzo but will not allow me to speak with Lorenzo regarding what was discussed.
It is okay if Sussman Honda does not want to do the business with me or to sell me the vehicle. However, it's the inconvenience, frustration, and time wasted on discussing this deal with Louis, Bill, Lorenzo, and Mike. If the "true" out of the door price was communicated to me on Wednesday night when I originally came in, then it would have been fine. I truly hope that another customer would not have to deal with this experience or situation. Mike was the only manager on site that that point, therefore, I suppose he made the decision to not sell the car since the night before was handled by Lorenzo. It would also be professional if someone was able to provide me with a breakdown of what we initially discussed on Wednesday night to ensure that everyone is on the same page.
I sent a similar email like this to the General Manager, Dan Smith, who gave me a call first thing Friday morning on 1/31/20 which I appreciate. However, he mentioned that his employees (Lorenzo, Bill, and Mike) stated that the $27.7K does not include taxes, titles, and fees, which was different from what Bill mentioned on Thursday evening. Unfortunately, this is the employee's words against mine - and it seems like everyone is changing their story to side with Mike, the Finance Manager on this one. Then Dan Smith to offer me the SAME vehicle for a price of $29.2K (which is still higher than the $27.7K + $781 in taxes and fees).