"Terrible customer service, ads are false! "
The worst car buying experience ever!!! I should've trusted my gut instinct and steer clear but my online search said this dealer was the closest one with everything we were looking for. We had specific features we wanted and this truck had it.
First, I secured my own financing through my bank. I printed it out and showed it to the salesman immediately. He said "great, I just need you to sign this paper for our Finance Manager so he can start financing for you". I signed the paper and then proceeded to talk details about the vehicle. I found out days later when I got a credit karma alert notifying me that they ran several credit checks while I was still talking to the salesman! My score dropped drastically because of the multiple inquiries.
We test drove the truck which seems to drive well except it seemed louder than it should. We asked to have a mechanic look at it. He seemed annoyed and we had been there over 2 hours at this point negotiating pricing and going over all the features and details. We asked very specific questions regarding bluetooth, talk command, remote start as well as a winch that should've been included as listed on their ad.
The mechanic comes back says everything is good and that larger trucks with larger engines tend to be louder. We took his word for it. We meet with the Finance Manager who has our payment info ready to go but of course he is trying to upsell. I tell him I dont believe in warranties, dont want it, dont need it. He explains it's one of the best out here and includes free oil changes for a year. I said we live almost 2 hours away in another state, we wont be back. He says if we ever have a problem they'll tow our truck from Wisconsin and provide a courtesy vehicle to use while work is being done. I'm listening. He says it covers everthing bumper to bumper minus the bumpers and windshield. We then ask about engine, transmission, exhaust system, steering, electrical. He says absolutely, yes, everything except bumpers and windshield. So we paid a few thousand dollars more for this warranty.
We've were there over 4 hours but thought we found the perfect vehicle at a great price. We get home then try to start again, the remote starter isn't working. We call the salesman and he says he'll check his desk and the shop to see if the remote starter is sitting around. We change the battery on the remote and try again, nothing. A day or two passes we call back and he said nothing was found. We ask to come in to get either the remote starter changed out or a new remote that works. He tells us they wont do it as it was an aftermarket feature and they cant guarantee that it will work. We were upset because a remote starter is the very reason we bought the vehicle. We then ask if the winch for our truck was also found. He acted surprised. We sat around waiting for it while we talked business at the dealership. We noticed it wasnt on the truck when test drove it. It was listed on their ad online which is why we drove from Wisconsin to look at it. He said the shop "might have" removed it when cleaning it for the pictures. Again, we were there for over 4 hours so we were just tired and wanted to go home. He said he would have the mechanics look for it. He even said he has to do a delivery to Wisconsin in a few days anyways and could drop it off for us. We thought we hit the jackpot with him going above and beyond for us. So when we find out the remote starter isn't even the right one for our truck and we might have someone else remote we say we can give him that remote when he drops off the winch. He said he doesn't have it! I'm confused how something like that goes missing.
Fast forward months later we've made several calls back to the associate and emails. He's of course always busy or away from his desk. Mind you, the whole four hours we were there not a single customer came walking through the doors! All employees were sitting around in their phones and twiddling their thumbs! By some mysterious chmahe their so busy I can never get through to anyone. He said he forwarded my emails to his manager and that he will hey a hold of me. Months go by, nothing. My mother in law became terminally I'll and we left to take care of her. We were gone for 7 months and took us a good 4-5 months to sort through personal items and deal with her estate. Once that's settled we contact them again letting them know the noise is louder now and that our problems never got resolved. Magically the associate is out on personal leave and has been gone for the last 4 months so he wont be around to help. The manager talks to me and says the warranty doesn't cover anything with the exhaust or brakes and that they'll charge me $150 per hour to inspect the vehicle. What the xxxx!!! I ask what the warranty covers and he said just the 1st hour is free and it's just the inspection. I'm livid! He said we can drop it off and it'll take a few days to look at. I said I'll make a service appointment that way it'll get inspected right away. He said they dont do that. It will take a day or two to inspect then another few days to fix. I then ask if they have any courtesy vehicles that are trucks because we need that for work. He said they dont have courtesy vehicles. I told him that was what sold me on the warranty was that and the fact they'll tow it. He said they dont even have a tow truck! What the heck!!!
I take it to a mechanic locally and he said the steering is leaking and there's a huge hole in the exhaust manifold! He said you can tell they tried to patch it up themselves but did it very quick, cheap and incorrectly. We call the Manager again and he explains that no warranty will EVER cover exhaust systems because it's normal wear and tear to rust out. What's not normal is knowing there's a problem and trying to patch it up in order to sell for a profit and lie about even knowing the problem when we asked about it before we bought it! Then lying about what's covered in a warranty to sell us especially when I said I didnt want it in the first place!
I mentioned the remote starter and winch that were missing for over a year now and he ignored me every time and kept focusing on the warranty issue. We asked to be transferred to service department. We scheduled a time to come in then asked to be transferred back. Of course, in the 5 minutes we were talking to someone else he disappears and is longer available so we leave a voicemail explaining we'll be there Thursday and want to know about the remote starter and winch and wed appreciate a phone call before then.
Of course, no call from him. So my husband asks for the original sales associate when he gets there, surprise, he's on personal leave. He asks for the finance manager who sold us the warranty, surprise, hes not in the office and nobody knows when he'll be back. We then asks for the rude sales manager whose been ignoring us. He is there but immediately has an attitude and says, "there's nothing I can do for you brother". He said he'll have to pull up the original ad and get to us in a few days. Good thing I still had the ad screenshots from when I purchased it. I sent them to our salesman the very next day when I asked about the remote and winch originally. He said he sent them to the manager so he also should've had them but we have him the benefit of the doubt and just showed him the ad. He got upset and said, "I told you there's nothing I can do " and walks away.
The service technician is the only one that seems to know anything and cares about customer service. He said he'll do a thorough inspection in under an hour without charge and honestly wont charge us if it goes over. My husband had to call a friend to drive him back to Wisconsin. A few hours later Victor calls us to explain all the issues with the truck and says he'll contact warranty company, have their appraiser come down and get the truck fixed under the warranty and call us with any out of pocket expenses before work is done. Clear, concise response in a professional manner. The way business should be done.
I called the manager and left another voicemail. It's been a day but I dont believe I'll ever hear from him.
DO NOT BUY FROM THESE SCAMMERS!!! Do a Google search first. So many others have given 1 star star ratings for the exact same problems we had! Many cars are purchased from Canada and have rusted out exhaust manifolds that had crappy patch work done at the dealership. It's sad but we were a little relieved to read that so many others experienced the same thing. At least we're not the only ones. I dont know how they stay in business pulling bait and switches, false advertising, lying to customers about cars history, etc. All ILLEGAL practices.
I will be posting this review to every website possible and following up with a report to the consumer protection bureau, BBB, and Illinois department of financial institutions.
These con artists need to be put out of business!
Other Employees Tagged:
, Anthony (sales manager)
"Truck purchased with issues, but elite takes care of it"
Purchased a 2012 Dodge Ram. They worked with my wife and I on price and were able to come within dollars of our agreed upon affordability for a monthly payment. Bryson was a pleasure to work with. We never felt any hard selling tactics . He was personable and easy to work with.
One small issue did occur, While driving the dodge home , the caliber seized and caught fire. Called elite motors right away and they had the truck towed within an hour and completely took care of the issue. A few days later we heard a knocking sound while turning left which was occurring on the same side of the caliber issue. Elite also took care of that no questions asked.. We've had nothing but a very pleasant positive experience and will make sure to tell family and friends, as well as community members to seek out Elite motors for their vehicle needs.
"Only had my pickup truck for 2 months and breaking down"
- Savouna Chak
I've only had my Ford F-150 for 2 months and the transmission is going, truck won't go over 60 without shaking, engine is extremely loud and Victor from elite motors told me he can give me an estimate for repairs that I will have to pay for, I still owe 8k, looking into legal actions if this is not taken care of!!!!!!!!!
"Third car purchase!"
- Robert Humphrey
This is the third car I have bought here and Bryson is very helpful, Joe is great at getting the financing to be where I am comfortable with the payments.