"I was hoping to start this email with Thank you for..."
I was hoping to start this email with Thank you for taking the time to respond to my request for follow up. Yet here we are, I recently purchased a 2018 Audi Q5 from the Lou Fusz Dealership. I would like to take a few minutes of your time to go over my experience at this location.
My interaction began online with a gentleman named Corey H, we had exchanged several emails back and forth, and in the aspect of full disclosure I was very upfront about my personal and financial situation. I knew that I would not be a run of the mill customer coming in to buy a car. Everything was going fine, until I decided to come in for a test drive with a check in hand to purchase.
I worked with Corey to set an appointment to come in on a scheduled day at 1pm. I had hoped for an earlier time but this is what he had so I agreed and was there 5 minutes early. When I walked in, I was greeted and told by Corey that he went ahead and took some customers who had walked in and handed me to another associate Brandon.
I took the time to re-explain my situation a second time, going into details about my financials and credit. Once all that was done for the second time, I was able to see some cars. The two I had asked to see and were told would be on property were not, leaving the only cars fitting my pre-discussed parameters being the Audi and an EcoSport. Everything else listed on the Web site was at a different location.
When I asked why they weren't on site I was told they don’t do that. I further asked why they would be on that dealership's specific website if I wouldn’t be able to see the vehicles and was told it was to increase what they could promote.
At three different points my Sales person left me to “go check on the paperwork and bids”, all the while standing in the parking lot talking to other customers or on his computer chatting with people in regards to future sales. Is this standard protocol to move on the next person when you haven't even finished with a customer in front of you? As a sales manager for a major corporation with a multi-million dollar budget annually, I know how a sales team should operate. I can also can say this is most assuredly not how we treat our customers. After settling on the Audi, the process of unloading my lease began which I thought was going well until the very end when I was told that actually everything had to be done differently and only one guy knew how to handle leases.
Even with all the hurdles and delays with the car shopping process, the biggest issue I had was when my vehicle was being inspected. Not one but two different people got in my car and drove it around to assess its condition. While this may be standard procedure, they wore no mask, no gloves, and didn’t wipe anything down after they were done. I'm sure it goes without saying we are in a national pandemic, and this is unacceptable. So, to be very honest I said something, loudly, and the guy who got out of my car, chuckled and rolled his eyes at me. If I hadn't had my credit run 3 times and wasn’t knee deep into the purchase at that time I would have walked out.
Conveniently my paper work was back at this time so we moved right along. I expected my lease to terminated and my new purchase completed when I was told we had to do them separately, with two different payments, so I could only do one as I only had one check from the bank.
I was told by the finance guy Jeff (who honestly spoke to me like I was an idiot) that if I wanted to end my lease I'd have to leave it, and if I bought the Audi then I would own two cars for a short amount of time. Seeing as there was only one feasible option where I would be able to drive away I chose to purchase the Audi.
After filling out the final paperwork and writing a $15,000.00 check, I was told I filled it out wrong, which necessitated I go to the bank to acquire a new approved check. Ultimately, the bank was only able to issue me a cashier's check which thankfully worked.
When I was asked to leave and go to the bank, I asked for something to wipe down my car with to disinfect the things that were touched, I was told they didn’t have anything. So here I am two weeks later, looking to finalize my lease, and I would very much like to do this with as little contact as possible. A few days after my interaction at the Dealership, I began to show signs of symptoms of COVID-19, after having a test done, I have in fact tested negative. What that means though is my car has been sitting in your side lot for just over two weeks at this time the vehicle should have been isolated long enough that I or anyone can safely enter and use.
What I would like to do is work with someone directly to finalize the lease and just leave it there and have keys mailed. In the mean time I have made my final payments so all that should be owed is the overage on miles and any damage they deem necessary.
I do have photos taken of the car on the day I left it at the Dealership for my personal record, due to the fact I thought I would be leaving it there permanently.
Please let me know who I can expect to hear from to finalize this process. To say I had a bad experience at this location would be a large understatement.
And am continuing to have a less then Ideal experience, with not actually having any member of the management team successfully follow up with me, in the form I requested. I did receive several phone calls from a member of the staff, however these calls continually came while I was at work, and I am not able to answer while I am on the clock.
Hoping to hear from someone.