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| - Buying a car is supposed to be exciting but can also be stressful. I knew that coming into this that it was going to be stressful but much of the stress could have been alleviated. Before visiting the dealership, I was communicating with Steve through email & he was very good about answering my questions in a timely manner. I scheduled a time to come in & test drove one of the Mustangs. I was interested in the deep impact blue Mustang V6. Steve showed us some numbers on a car located in Vegas. After 3+ hours at the dealership, I purchased the car. I was told that the car would be arriving the following Weds & was given a loaner since I had traded in my car.
On Monday, I messaged Steve asking for an update. He replied saying we are still on for the original time table of Weds. Finally, Weds arrives & I sent Steve a message at 11:00am asking what time the car would be ready. He replied that he was checking into it. At 1:00pm, I call Steve & ask for an update. He said that he would be checking with someone & would give me a call back. No one seemed to know what was going on. At 2:30pm, I send him another message asking for an update. He replies saying he is waiting to hear back & should know in 45 minutes. At 3:45pm, I get a call from Kurt saying he has bad news & good news. The bad news was that the car they sold me in Vegas was already sold!! I was LIVID!!!! I don't understand how it's possible for them to sell me a car that's already sold. Also, I don't understand why I was notified 5 days after I purchased the car!!! The good news is they would be willing to offer the deep impact blue EcoBoost at the same price that I had paid for the V6. I understand they would be taking a hit however, this is NOT the vehicle I wanted. I passed on Kurt's offer & he said he would expand his search to find the car I wanted. He called me back later saying he found one in New Mexico with upgraded wheels which I had originally wanted but declined due to the additional expense. He said he would be willing to get me the car with upgraded wheels at the same price but needed to check with the dealership to make sure they weren't any pending deals on the vehicle. He reassured me that he was doing everything he could to get the car I wanted & was going to follow up with me in the morning after he spoke to the dealership. On Thursday, I waited for a call from Kurt. At around 11:00am, I called him for an update. He said that he would call the NM dealership back & call me back. At 12:17pm, I get a call from Kurt saying the NM car was already sold but that he found 2 cars in Texas (one with upgraded wheels & one without). He said they would get whichever car they could get their hands on first. Due to the stress & inconvenience this entire situation had caused, I informed Kurt that I only wanted the car if it had the upgraded wheels. I told him that if he was unable to get the car with upgraded wheels that I wanted to be compensated due to all the added stress. He said he was going to be out of the office but had an entire team working on this & that I would be receiving a call within an hour. An hour went by & I didn't hear from anyone. If they didn't have an update, they should have called. So I waited, 5 hours goes by & I hear nothing so I call Kurt again. He tells me they were able to get the car with the upgraded wheels & they were working out all the logistics. All the added stress could have been avoided if they hadn't sold me a car that was already sold & if their communication was better. In the end, I ended up waiting an extra week to get the car I wanted with the upgraded wheels. Steve made sure the car was ready to go & that Mike had all the paperwork ready to be signed. While meeting with Mike, he informed me Natasha in HR would be contacting me the next day to discuss my experience. Did I ever get a call? No. Am I surprised? No.
To say this car buying experience with Auto Nation has been a disappointment, discouraging or infuriating is a complete understatement. I understand that things are going to happen, some of which you have no control over but this more than half of this stress could have been alleviated had these "sales men" done their job. Things like diligent research, calling back, follow ups all make a big difference.
To this day I have not heard from HR which speaks volumes about this company. From their sales people up to their higher management can careless about their buyers or buyers feedback & experiences. I'm sure if I were just someone looking to purchase a car, they would be harassing me daily, non-stop but since they have my money which is apparently all they care about, I am no longer a priority. I don't recommend anyone contact Auto Nation to purchase a vehicle or anything else for that matter. If you want to have a positive car buying experience (which it should be a happy time) go anywhere but there.
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