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  • Discussed online with a sales rep the vehicle we wanted and what we wanted to do. All looked good and set a time to come to the dealer. Was told to ask for a specific sales manager when we arrived. We did so but the person greeting us took us to sit down and said he would help us. After sitting down, that person had an appointment arrive and got up, went to the hall and said " I have a buyer and this couple is just here to look. Who can take them?" That was insulting as we arrived with financing check in hand ready to buy. They gave us a new guy that was left with no one to guide him. He started the typical stuff you expect from a dealership about payment and so on... We said let us test drive it and you can appraise our trade while we drive. He began to tell us why they could not do that and how their process works and so on. We said where we wanted to be and told them if they can do it great, if not we will not waste more of their time. They did NOT like that we already had our financing. Kept pushing us to use Nissan financing. Kept telling us the SUV would cost more if we did not use NMAC. Then the typical back and forth to the sales manager's desk process started. We said where we wanted to be and what we expected for our trade. We did plenty of research before going in. We knew we had a fair deal in mind on both the trade and purchase. The sales rep came back after 10 minutes of standing at the sales manager desk. He said can you please write your offer down and sign it. Typical sales psychology junk they do at dealers, get you to commit and show you are serious. Mind you we already showed them the bank draft and they knew we were ready to buy. We asked why he did not present it verbally and asked what he had been doing that whole time, no answer. He took it back stating they would want it in writing. We asked him what the difference was between the S and SV models we were looking at. He answered " the SV has power seats." He did not know the product at all and a power seat does not make a 3K difference in trim level. The sales person wanted to offer 4K less on the trade than it was worth at a trade price.. not the retail price but 4K below dealer trade in value.. Then the sales manager came to the office with a condescending tone and said he was doing a favor to come up 3K more on the trade. When my wife piped up to say that we expected more for the trade, the Sales Manager cut her off and talked over her very sternly. We walked out as they were still 2K over the price we told them we wanted out the door. This took 2.5 hours! We came in ready to buy, really?. And while we and at least 6 other customers where in sales people's offices they started turning off not only the office lights that were vacant, but then the main showroom lights. They had people in there working on deals and they started turning out the lights 5 minutes to 8 at month end. Very rude and completely shows they see customers as a commodity and nothing more. Worst experience ever in buying of 25 cars. We called their sister dealer in Concord after their internet person said they were different and to please give them a chance. The concord dealer had a price in 15 minutes over the phone! Went to the dealer and we got what we wanted on the trade and out the door price and no hassle and were done in an hour new car detailed and full tank of gas. The Lake Norman location needs help and a leadership change as that flows from the top down. And also better training for the new sales staff. We knew more about the vehicle than the sales person they assigned us to.
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