My experience began when I brought my old 2011 Kia Optima in for possible warranty work. Gave information to Bob Wells sales person what I was looking for a possible trade up. Courtesy shuttle driver Frank took me to work. Once I got to work I decided to have them give me a trade in value. When I called back the receptionist didn't know who Bob Wells was when I asked for him. After 3rd recycle they said he would be in at noon......but I had just given him my info less than an hour ago. I got the info to them for giving me an appraisal. THEN someone calls me from non local number, identifies himself as sales Mgr, asking me what I wanted to do my trade in value is ___! I felt very hustled by the call from TX who was trying to make a deal. First off I'm busy at work and go ask Bob Wells as he knows what I want.
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I ended up having a pre-approved auto loan from USAA. Had title in hand to trade in car, LOAN balance from USAA etc. That was Oct 8. Made the deal. They received their money on new car by the 12th, my old loan was suppose to be paid off by Oct 20th. When I called and inquired the lady on the other end said it will be there by the 20th. Payoff is good till then. It's not!! Was on hold for 18 minutes yesterday before finding out who I had spoke to on Monday. Mr France was to send me proof that it was paid. He evidently wrote my email down incorrectly..... I finally got it after reviewing it The dealership didn't even send to a proper mailing address for USAA......nor was the zip correct? I bet it was on the paperwork I gave them!! Bottomline it's still unresolved!!!
Back office support for this dealership has a major need for improving!!!