So in a nutshell - Andrew (co-signer) made an appointment with Matt to see a certain vehicle. We arrived at the dealership (9:45am) and were greeted by Matt- who had been emailing Andrew back and forth regarding a certain vehicle. He immediately informed us that the vehicle was sold last night. Andrew had even confirmed the appointment the night before and emailed the morning of. He could have told us it was sold, but didn’t. Matt was busy, so we worked with Marquis. We then test drive a similar car. This car was priced higher than the car we originally came to see. The car still on the lot was older, more miles, and a more base model and was more expensive! The car on the lot was priced around 15k msrp. We found the same car in Frederick and were ready to leave to go purchase that vehicle because of the 3k difference (priced at $11999 and yes I called to confirm). After going back and forth for literally hours - we came to an agreement on a price. I know they dropped the price a lot - but, it was either that or we go purchase elsewhere and we showed them proof of the cheaper vehicle. The price in the end that we agreed on, was still higher than the place and with a worse warranty (the warranty at Frederick was 5 years bumper to bumper), but we figured xxxx with it and shook their hands. This is where the fun starts - so we knew Andrew had not so great credit - which is why I was there. They tell us that I can’t co-sign because Andrew and I don’t share the same home address. And this was the only thing holding us back. The only option was for us to leave and get a lease drawn up by his step father, whom we live with. We did so - came back with the lease and the bank denied it because some things were scratched off (my father in law likes to cut corners). While we were waiting for an answer - we see an elderly couple test drive the car that we are busting our xxxxx to buy. Nobody told us or anything. We observed it. We told the guy we saw it and he said we don’t need to worry, they aren’t buying it. Well, we see the couple come in and start working up something with a guy. They must have noticed that we saw them, so they moved them to an office where we no longer could see them - so we thought they had left! So I said okay give me a minute - I get on Marquis’ computer and print out a new lease. I hand the lease to Marquis and he walks to the back then comes back out to us and tells us that the car was sold. It is now 5pm and we have been here for over 7 hours! And they tell us the car was sold! No warning - no apology, nothing. We were so blindsided and didn’t even know what to say without screaming, so walked out to our cars. In the lot, I said that I can’t leave without speaking to a manager - so I went in and demanded. This manager Shawn (general manager) comes out with a smirk on his face. He tells us all this crap about how the car isn’t ours until it’s on paper and yada yada, no apology, nothing. Then he says that it’s not squared away on the other people’s end either. We are like what? So is it sold or not? And he says no. We tell him we have the lease and he won’t listen to us speak as he just keeps saying the bank won’t accept it- I have to basically speak over him that this is a NEW LEASE. So he takes it and comes out five minutes later and says congrats, you have a car. Still no apology, nothing.
We left at 7:30pm.
I’ve never experienced horrible customer service like this, especially when purchasing a vehicle, and I’ve done this many of times!
Icing on the cake - they promised a full tank of gas - we got a little over half. The best part - on the way home - I said “what’s that noise?” It was a rattle. We pull over to find that the latch on he trunk was completely broken!!! We then realized that they never did a walk through on the car or anything.
So Andrew had to go back the next day( not even having this car for 24 hours) and get it fixed. Although I will say that the repair department was great and fixed the issue quickly, we worked with Julie! They did tell andrew that they can’t believe they allowed us to leave the lot like that and it was an “extreme hazzard.”
The finance guy, Josh, at the end of our long day was professional.
Marquis who sold us the car was great and really worked hard to make this sale happen. Just seems like he really didn’t have enough support from his team.
We did email Shawn about how unhappy we were and he did respond with a free oil change. The oil change is appreciated, but it’s truly nothing in the scheme of things.
I just can’t believe they’d pull us around like that. To be honest, I can guarantee that the older couple were going to pay more for the car, which was the cause of this.
Even the salesman was pissed. He said that they told him it was sold and made him look like an idiot and this was after he was working with us all day. He couldn’t believe it.
Sorry that was long - but in a nutshell - that’s the story.
"Best experience "
On February the 22,2018 I bought a 2018 Volkswagen Jetta my experience was excellent the sales consultant Matt streete was a big help and nice and he really did his job making making sure that I lefted Satisfied with my car even the rest of the staff did a good job thanks guys !!!!
"Great Service, Right Price"
I visited Heritage Owings Mills to purchase my first car and the experience from start to finish was great. I started my car buying journey with Jon Waugh who brought me in and talked to me about what vehicles were available at this particular location. I finished the duration of the process with Matt Streete who did a wonderful job adding humor to an otherwise nerve-racking experience. Joshua Jones helped me finish out my paperwork and made it possible for me to make the right decisions about coverage and reflect on some choices I'd already made. I truly appreciate the assistance I received from start to finish and couldn't be happier that I left feeling that I made the right decision. Kudos to the team!