| rev:text
| - Called around town for a car I wanted at a specific price. Camelback called and said they could meet my price and could find a car for me. The sales person on the phone (Rene) was great. She was very knowledgeable and courteous. When I got to the dealer that night at 7pm after work, Rene said that they had another car in stock for me to see. It was a model higher (and more expensive) than what I had originally planned for but I looked. Told her, no thank you. The shift manager (Jake) came out and asked if I would change my mind if a great deal can be made. I told him it doesn't hurt to try. He went back to crunch some numbers while Rene worked on getting the original car I wanted. Jake came back and made me an offer. Did not like it, said no.
Rene had some bad news... the car she wanted to get was no longer available since the dealer sold it earlier that day. So she tried other dealers for the same car. Jake came back and asked if I would reconsider the higher model. He came back with another (lower) offer and still not enough, so I said no.
By then it was past 9pm and the dealers in town were closed. Rene could not strike a deal with the other car dealers so I could not get the car I wanted. Jake came back one last time with another (even lower) offer and asked if I would buy the car they had in stock. The offer was too good to refuse. I bought the higher model car in stock.
Having said all that... I have a suspicion that selling me the higher model car in stock was their end game. The old bait and switch. Being a frank person, I asked both Rene and Jake if this was the case. They said no and they really tried to get the car I wanted. And the deal I got on the higher model was a good deal.
All in all it was a good experience. Both Rene and Jake were great to deal with and very mindful of my needs.
So why only the one star? It was my experience after the purchase that left a sour taste in my mouth.
Just shook hands with Jake and Rene for the new car. Now it was time for the boring part. Spoke with Joseph in the finance department to pay for everything. All was going great. Paperwork is boring but necessary. Bought the extended warranty. Joseph told me that I could get a refund on the extended warranty if I change my mind. Went home, talked with wife and decided we did not need the extended warranty. This is where things get weird.
I emailed Joseph asking about the warranty refund. No reply.
He says he never got my email.
Called and left two separate voicemails. No reply.
Again says, he did not receive my voicemail.
I stopped by the shop to get some work on the vehicle done. Waited far too long.
When I finally did meet him face to face, he told me that I had to wait 30 days to get the refund process started.
Last week (45 days after the initial purchase) I get a packet from the extended warranty company. Read through the information literature and the warranty company says the refund can be done at any time. Here's the kicker, if you request a refund within 30 days of purchase, you get a full refund. If you request after 30 days, there is a $50 service charge and the amount is prorated.
Needless to say, I was upset. I called Joseph again, left voice mail. That was yesterday morning. No reply. Today I called the warranty company to see if I could get my refund and it was a simple process. Go online, fill out a form, submit form (email, post, fax), and wait for refund. All that is done now. I will finally get my refund on the warranty, minus the $50 service charge and prorated amount.
Why didn't Joseph tell me this from the beginning? Why not return my phone calls or emails? Either he did not know about the warranty company refund policy or he was purposely ignoring my voice mail/email. Either case, not good. I was very happy and satisfied with the purchase and the buying process. But dealing with Joseph was not up to par.
I would definitely go back to Camelback VW to another car in the future, but if Joseph is the finance manager I have to deal with, I will just walk out the door. I don't care how great of a deal I get.
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