Don Mailloux | Page 33

RandleR responded

Carl - You're more than welcome to contact me by mobile phone at any time. The trade-in offer made to me for my 2011 Lexus IS250C was $26,500. You can check with Don for all the details. I did all of my research before coming in, obviously - as any smart consumer would do. After laughing at the absurd offer, I told them I wouldn't be accepting the factory-ordered new Fusion. I was told I'd lose my $500 deposit. After laughing again, I'm calmly and cooly said I'd rather lose the $500 than get completely screwed with a terrible trade-in deal. Then I was told I could actually get the $500 back when/if the car sold to another buyer. I said I wasn't happy with that on any level, but "fine" and left. The next day, I got another ridiculously manipulative call saying they had "pleaded" with the GM to get this car into my hands and lo and behold, the trade-in price miraculously jumped 4K to $30,500. So now my time was being wasted yet again. After waiting 4+ months for the delivery of this vehicle, I would have expected the deal to get done in Hour 1 of Day 1...not over multiple days and multiple trips to the dealership. After lots of back and forth, i decided to make the deal at 31K. The morning I was to come in to close the deal, I decided to get a second opinion on the value of my trade-in, I decided to take it up to CarMax for an estimate. In 25 short minutes, I had a $33,000 check in my hands for the vehicle. By my math...and by "my" I simply mean "math"...that's a $6,500 difference on your dealership's "best and final" original offer. This was an absolute waste of everyone's time - MINE mostly. Unforgivable in my eyes. Therefore, I'm tasked with sharing my experience with as many consumers as I can in hopes they don't get suckered by shady deals in a time of need. I'm sure you can understand that. -Randle

Tasca Automotive Group responded

Randle, I once again would like to apologize for your poor experience. I have met with the team members that appraised your vehicle to see where they went wrong. I agree that such a variance in the initial trade offer that you were given and the final number is unacceptable. I also agree that we should have been more prepared given that the vehicle that you were interested in was a factory order. While I cannot change what happened I hope that the actions taken after reading your review will help to prevent this type of poor experience from happening again. Our goal is to respect a customer's time by offering a fair and precise trade appraisal right away rather than playing the games that some dealers often play. This requires proper use of our appraisal software and efficient communication betweent the sales manager, sales rep, and pre-owned manager. I would once again like to offer my most sincere apologies for your poor experience and I would like to offer my personal services should you ever need anything in the future. Sincerely, Carl Tasca, Jr.

RandleR responded

Thank you, Carl. I appreciate your follow-up, follow-through, and the apology. No doubt cultural shifts are tough, but I wish you all the best in trying to see them through. All the great tools in the world are useless if the people using them push the bounds of personal and professional integrity. The entire time I was going through this, I thought, "I'd HATE to see my mom (or anyone I care about, for that matter) having to navigate these treacherous waters." I certainly realize I can't change the entire world by speaking up for what's right, but I'll never give up trying.

Tasca Automotive Group responded

RandleR, I appreciate your sincere feedback. Please do not hesitate to contact me in the future should you ever need anything. Sincerely, Carl