Promises were made and broken - Ron813
On 3/13/2016, I sent an online inquiry to Vann York Mitsubishi regarding one of their vehicles. The next day I called in to schedule a test drive. I went in during my lunch break and my salesman was punctual and mostly understanding of my needs. I told him to write down my VIN number to get with an appraiser on getting me an estimated trade-in offer. He wrote everything down, including the make and model, miles, conditions, etc.
The following morning a customer relation’s specialist called asking how things were going. I told him that I was waiting for my salesman to return my call with an estimated value for my auto before making up my mind on revisiting the dealership. He hold me that he was able to do that himself, so I gave him all the details of my vehicle, including all the packages, options and current condition. He told me that they use Kelly Blue Book, along with other similar products to come to an average trade-in value offer. After I questioned his explanation he assured me that my trade-in would be valued between $26,500 - $30,000. I told him that I did not want to waste their time nor mine by coming into false hopes, but he reassured me again not to worry. Shortly after that I scheduled an appointment for the next day to get an official trade-in offer, which was promised by Vann Yorks customer relations specialist, to be between $26,500 - $30,000.
The next day I brought my vehicle in to be appraised at $22,000. Not only was I furious because a Vann York representative promised I would get a higher price, I was upset that I had been lied to and no one seemed to care enough to make it right. My salesman told me that he was going to talk to managers about it and call me the very next day. I waited and waited until I finally call that next day and my salesman was out. I tried reaching the General Manager, but he was out. I tired the customer relation’s director but she was out. It was Thursday at this point and I hadn’t heard back from anyone. On Friday I finally spoke with the assistant of the Customer Relation’s Director and I spend about 25 minutes with her on the phone explaining everything. Shorty after I got off the phone a sales manager gave me a call and told me that the guy was wrong and that he was sorry. The only thing he said he was able to do is to maybe increase $500 dollars on my trade-in offer. He said that’s basically all he could do for me. I took that as an insult and politely declined his offer.
Monday afternoon, about 5 days later, I hear back from the Customer Relations Director. I spent about 30 minutes on the phone with her explaining everything from the beginning and she was very apologetic and told me that they could not honor what was promised to me. This was my 20th plus phone call, days of waiting, and hours of my time driving in and speaking to people all for nothing. She told me on Monday, 3/21/2016 that she was going to speak with the General Manager to see if they can work out any final deals. On Wednesday, 3/23/16, I heard back from the Customer Relations Director. I was told by her that the General Manager went over the numbers and was unable to do anything for me.
At this point I do not expect to hear back from anyone else at Vann York nor a resolution. I am a bit disappointed that a supposedly family-owned dealership has done so little to assist me on their lack of training and false information. I hope this review helps anyone who needs a bit of insight as to how Vann York Auto Group conducts business. I am sure that the Vann York family is more honest and reliable than the people they’ve placed to represent their company. I hope that this review help Vann York and management fix their training structure by not allowing untrained personnel deal with clients directly.
P.S. My initial inquiry sent in through Vann Yorks website has not been replied…
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