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  • After months of waiting on a VW dealership in Phoenix to order the car I was looking for I discovered that they had never actually ordered it. So I went to Larry Miller to see if they, being the largest VW dealership in the state, could find what I was looking for. All my dealings were with Lane, the manager of the eCommerce department. He was able to find the car I wanted in Ontario, CA. I put down a $500 deposit on a Tuesday night and he said he was sending a truck to transport it to AZ. I should have it by Friday or Saturday. After I had the chance to look closely at the invoice, I saw that there was a $399 line item for window tinting. I asked him to skip tinting and he said it was too late, the other dealership had already put it on. Ok, fine. Around noon on Friday I received an email from Lane explaining that he just found out the car wasn't on the truck yet. I should have it by next Wednesday or Thursday. At this point, my husband and I were mad. We called the dealership in Ontario to get their story about the car. It turns out the car wasn't on a truck because Larry Miller had never actually purchased it. It wasn't tinted yet, and was missing a few other features I had been looking for and had been assured were on the car. We called Lane and simply told him the deal was off and asked if he could refund our deposit. By this time we had decided just to drive out to Ontario to buy the car there. Somehow Lane caught wind of this and began texting my husband with comments like, "How can you do this to us? We've worked together all week." and "Sorry you are so mistrusting." I found this very unprofessional. It's been 3 weeks since this ordeal and I have my new car, but never received a refund of my deposit. After deciding to go to Ontario for the car, our loan officer told us that she hated dealing with Lane because he never sent her any of the information she needed. When all is said and done, I was burned by two different VW dealerships in AZ. I would recommend saving yourself the trouble of shopping here and heading out to CA.
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