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| - I used USAA's car buying service and financing to order a 2015 Colorado back in February. Which basically locks in a great price which requires no negotiations. Just bring the paperwork in and sign on the dotted line. Not so.
After waiting for my truck for 9 weeks, i go to pick it up. during the test drive and walk-around inspection its pointed out to me that nitrogen in the tires, door edge guards, tint, and clear coat protection has been added to my truck. I think "wow, thats nice, great service". No mention of price comes up at this point. Go to finish the deal and while reading through the numbers i see that those extras which are part of what they call the "Chapman Package" adds an extra $1500 to the price of my vehicle. Since i already have financing in place for the price i expected, i can not afford these new items. The sales manager Robert Revere is adamant that i must pay for these items for which i gave no authorization to install nor was informed of their ridiculous price beforehand.
I insisted that i will not be paying for these items and to either drop these charges from the price of the vehicle or to remove them. He says that because i got such a great deal on the truck that they must recoup the cost somehow. Not my problem. I inform him that i work at an independent shop and that i can nitro fill the tires for free, can get tint installed for around $200, dont even want the door edge guards, and i can wash and wax my own vehicle. This exchange goes back and forth for a while, wasting my time. At one point he has the gall to call me crazy for not wanting tint in Arizona. Absolutely insulting. He finally concedes that he will drop the markup on these items which brings them down to $636 (worth around $300). I have no choice but to reject the deal and walkout. After waiting so long to receive my truck and under the impression that everything would take about 45 minutes, i see the situation as hopeless and a total loss.
If not for the great professionalism of my sales consultant Paul Elliott who talked me off the edge and brought me back to the table. He got the authorization to drop the charges and we then could finalize the deal. I really thought having secured outside financing would make this process smoother, but i spent over 4 hours there. Absolutely unforgivable service.
Know what your buying and how much it costs. If this is the way Chapman sells all their cars i would be remiss if i were to give them a good rating and not warn others of these business practices.
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