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| - My experience went from great to horrible that will ripple through memories of friends and family who was with me at this dealership.
I preordered a brand new 2013 Blue WRX wagon premium. I went into the dealership to get the value of my leased 2011 Civic for trade in value. We agreed on a fair amount ( 1500.00 above what Kbb said)
We went back and forth on the price and I knew exactly how much invoice was. The sales contract was made and I saw that they were making about 800 on the car and was probably gonna make 1.5-3k on my tradein but that was the best I could do. OK
Fast forwarding , the car arrived after 3 weeks and I was super excited. We arrived 9am saturday morning with my wife and brother in law. Spent 2 hours getting introduced my assigned service adviser, taking the car for a test drive , getting Bluetooth paired and starting to get the walk through of the entire car.
When we return back to Morgan's desk the sales manager comes up and says that we have a oversight. My lease couldn't be used as a equity to lower the tax because Arizona tax was not paid on the remaining about of the residual amount remaining. So the 14500 that they were going to offer me couldn't be subtracted from the vehicle's price to save me that 1250 tax. They thought the entire time this was a financed vehicle not a lease. Keep in mind that I told the sales person about my lease since the echo , even called American Honda Financial from the sales person's phone and asked what my lease pay off was for the dealer right in front of him and went back on numbers over the past 3 weeks. The sales person said there was nothing he could do because the deal was already " skinny". This is their screw up they supposedly didn't oversee this. They do these deals hundreds of times a month and this was a rookie mistake to oversee.
I was extremely upset beyond belief and request to speak to the GM that happened to be onsite.
I spoke with Rich and explained everything , demanded that the dealer step up and help me out because they screwed up big time. I felt cheated and it was the principle that really mattered. My brother in law decided to say something about how wrong the dealership was to just give me the option to step away from the deal and the GM did not want to help in anyway . He didn't want to gain the loyalty of a returning customer ( The civic was from next door that is owned by the same GM). Rich , the GM proceed to tell my brother and my wife, " you guys are not buying this car , **** Is " . My brother in law proceed to say we are involve in this because we're clearly seeing a mistake on your behalf and your telling me to take it or leave it even though you guys screwed up. At that point more words were exchanged and eventually it ended with GM requested to pull the car back into the lot, told my brother he could leave his store now before he stared him down and did a snotty hand gesture " go away " you worthless person. It was very unprofessional what I just saw. We eventually left the dealership shocked beyond believe what all just happened.
Imagine you been dreaming about the perfect car, you pre-order it , got it down to your budget , go pick it up , this screw ball comes in and some " overseen mistake' was made and the principle of the entire situation was not handled correctly. The dealer should have absorbed that cost for screwing up because that would have been the right thing to do and keep the customer happy. In the end , this is just another dealership that cares about margin and not people. How they say they were voted 2012 best customer service of all Subaru dealerships is beyond me , really.
Hours later we went to SanTan VW to test drive a 2012 Golf R , I fell in love with it and decided to buy it not because of the car only, the sales person was really great , no BS , whole different experience I must say. I ended up buying the R and now I'm just over Subaru all together now with their plastic interiors, lack of inventory and high mark ups. I paid a little more for the R because it had a way richer interior and everything was just more refined on top of being turbo,all wheel , hatchback that I already was looking for.
For every end , there is always a beginning... that experienced changed my whole perspective how Subaru and the people who operate it really are.
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