Did you recently take on (or consider) a loan of 84 months or longer on a car purchase?
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Any Questions for a Car Dealer?
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After thinking about if for a while, if the roles were reversed, and I found out the dealership made the error in their favor, I would certainly be showing up at their store to get it corrected.
I always double check the numbers (even the taxes charged) while at the dealership, though. Plus, even when the dealership uses a computer, it's 50-50 that I find an error of some sort.
Everyone, including the buyer, admits an error was made. It's either pallatable to both parties, or it's not. If not, then unwinde the deal and start over. You return the car and get your money back. Or, find out from the dealership what's "workable" on their side to save the deal.
Bottom line, something went wrong. Everyone admits it. Whether there's something the dealership can do to save the deal is up to them and you to keep everyone happy.
Gbrozen, even Bobst could not have said it better!
I don't think anybody can specifically tell you what is covered - there isn't any sort of "standard" used car warranty. You'll have to read what the dealership is giving you.
Good Luck.
Anyone else have the barrage of calls begging for good ratings once you purchase a car?
You have to remember that the manufacturer considers anything but excellent to be a failing grade. You also have to remember what you consider excellent someone else might consider good - it's a subjective rating and even if the salesperson does everything perfectly someone else might not consider it as such.
Think of it this way: ever dealt with a difficult client who would be satisfied only if things were done completely on their terms even if those terms are ludicrous? No matter what you did, you could never completely satisfy them even if what you did would 100% satsify the majority. In the retail auto industry, that one client can kill you.
If Suzuki can prove that the lights are on due to the "accident" they are not obligated to repair what is causing them.
In your brother's case, caveat emptor.
Prius buyers are some of the most self-confident, assured, relaxed and pleasant buyers as there are in the whole market. In additon, they invariable enjoy the experience, continue to come back for service and give the store the highest marks on the SCI surveys.
Every store has these buyers but one single group to me is remarkable.
-They are also the group that pays the most profit as the Prius isn't discounted. There is a direct relationship between the amount of profit made and the happiness of the customer. The guy you make holdback on is usually the unhappy one who gives you a bad survey.
enjoy the money.
Not only do these customers give better surveys, they also refer more people in and are better repeat customers themselves.
My mom always just pays whatever they ask for - sometimes sticker - and in that case, you always have a nice time. For most people, the pleasantness is not worth the extra cost.
The red carpet is rolled out for these people, making them very happy. We do this for these customers because the profit they paid us allows us the financial room to take of them. This makes for good long term customer relations and can lead to many more purchases down the road.
The salesperson serves as a liason between the customer and service department, once again making sure that his customer is taken care of.
And keep in mind, most dealers' service departments will put the customer's who bought their cars at their store ahead of customers who bought elsewhere. And dealership computer systems do tell a service department if a car was bought at their store.
The dealer I started taking it to instead treated me much much much better.... maybe this was an exception... who knows.
dealers know who the good loyal customers are without that system anyway by seeing the customers back at the dealership for service.
If you do not think that being a service customer will pay dividends if you need a favor....you are kidding yourself.
These people will spend a half hour on their hands and knees examining their new car before taking delivery. They will point out every flyspeck they think they see in the paint. They will bring the car back a week later with a rock chip that "they must have missed" during delivery.
They will ask if a broken windshield is covered under warranty.
They will take their new cars to whatever quickie lube shop has the cheapest coupon in the paper.
They will have chain stores do as much of their work as possible UNLESS, it MIGHT be covered under warranty.
When the chain stores lack the ability to diagnose a tough problem, they will reluctantly bring it to the dealer.
They will constantly ask the Service Dept. to extend warranties and offer discounts etc.
Then, when they pick up their cars they will find a scratch that "wasn't there before".
They will snap at the cashier and ask that we re-add the bill three times to insure it's correct.
Funny...when we observe these people, they just don't seem happy in general.
It's amazing how our reasonable customers love us, and our unreasonable ones hate us.
Of course, your list also proves my motto: "Not all business is good business."
In my experiences, the dealership plays games once you get into the finance office. For example, I negotiated the price and lease rate (thanks Car_Man) on my current car via email. In fact, we agreed upon the 'Supplier Price" (before this became the 'standard' this year) - pretty simple stuff. When I got to the dealership to take delivery, I met the salesmanager, who then put me in touch with the finance manager. When I went back into the room to sign the paperwork, the monthly payment (first number I saw) was much higher than I calculated. Upon close inspection, the selling price of the car was not 'Supplier Price', but discounted only about $600 (a $2k difference I might add), and the lease money rate was 1% higher than agreed upon (another $25 month difference). I immediately turned to the finance manager, told him that these tactics were unacceptable, and walked out. He replied that he knew nothing of the agreed upon price, and that this is what he was told to enter. Probably true, but not for me to care.
Of course, the general manager came back and aplogized profusely and put things back to how they should have been. Had I signed the papers, I doubt any apologies would have been coming my way!
So what's the point??? The point is that although I had an agreed upon price, the numbers changed, and if I had signed the contract as is, you can bet your bottom dollar the dealership would have laughed at me had I complained a day later after realizing what had happened.
So in this case, maybe the dealership was trying to do the same thing, but instead of adding in the $3k, they accidentally subtracted it. As I started the post, who really knows.
Honest mistake or not? There is no way to know. The deal is done, and everyone should just move on.
If the person wants to give back the money, due to the circumstances involved, I would request something in return. Split the difference, free service for life of the car, etc. At least that way the dealership pays somewhat for their mistake.
However:
1. I have been servicing my car in one dealership exclusively for last three years. Figured, AWD, turbo, boxer may not that simple for a guy from Joe's garage.
2. I have done most their "recommended" services, even if I thought they were ridiculous (like changing brake, differential and transmission fluids every 15K miles due to "coastal" environment). I have a benefit of free coupons from my Subaru card, so what the heck - I actually paid small amount out of pocket. I get "free" service, they get paid, so everybody is happy.
3. They treat me well with a loaner and stuff, can't complain. I figured they made quite a bit for last three years.
YET:
4. When my battery died, my nice roadside assistance brought the car to the dealer for free. Battery-$80, testing two (! - testing before and after installation) times $20 (usually free in chains and Auto Zone stores). With taxes it came to almost $140. Perhaps in Benz or BMW world it is not much, but for a compact Subaru, it is. Of course shoulda called AAA and gone to the closest Auto Zone/WalMart/Sears.
I was quite speachless when I saw that number - mumbled something like "that's expensive battery", ponied up the dough and left. I will come back again, since they are convenient and competent. But the bad taste in the mouth left and no more illusions about "favors".
There are no favors in this business. When they can, they jump on opportunity, don't even think twice. The only place it may pay off is warranty service, but should it really? If it is covered, it is covered, if it is not, it is not. Manufacturer pays for it, so no big favor should be played there anyway, unless I miss something. Do I?
2018 430i Gran Coupe
Yes you miss something. Manufacturers don't pay the shop rate for warranty work. IIRC, the manufacturer dictates the rate and time allowed.
I do let them do the regular maintenace (which they obviously make a decent profit off of) since they are convenient. It is also common for me to go in for an occasional oil change, and they just send me on my way at no charge. I have also stopped by there to have my battery tested, have tires patched, and have a state inspection done, and it is always done at no charge.
My wife's car is now out of warranty, so I have them do the maintenance on it (brakes, fluid changes, etc...) as well due to them being convenient and nice to deal with. Often times, they will not charge me the hourly labor rate, which is posted on the wall when they work on her car - but instead they just mark up the parts (which they are upfront about, but it still makes it less expensive overall to me - especially compared to what I have been quoted before from other places in my area).
My question is this - Obviously they provide excellent customer service, and go out of their way to take care of me. Would it be weird if we gave the service advisor that we always deal with something like a restaurant gift certificate as a Christmas Thank You?
If your advisor treats you that good, a little gift certificate will probably make his year!
If dealers were as interested in customer satisfaction -- and not just transactions -- as claimed, why isn't this set-up more prevalent?
That would be a nice gesture racefan. I'm sure the service advisor would appreciate it. What about the service manager though...isn't he the one that has to okay the freebies?
According to a "Holiday tokens of thanks" article in our local paper,a guideline for end of the year tokens of appreciation: garbage collector $10, hairdresser $25-$100, housekeeper/maid one to two weeks salary,newspaper carrier $5-$10, parking garage attendant one-third of monthly bill, and personal traier...price of one session.
Though the article did not mention service advisors...I'm thinking anything between $25 and $50 would be appropriate.
As far as the service manager, most stores are set up where an advisor has the authority to take care of a good customer without having to get permission. The dealer will probably (hopefully) be taking care of his managers at X-Mas, so unless the manager has provided tremendous service as well as the advisor, I'd just pay my thanks to the advisor.
So, my question and concern is: Is that why it has 50+ miles on it and is it common to have 50+ miles on a "brand new car"? Should I be concerned about buying that car?
Since I am located in a different place than I am buying the car, I wont be able to look at the car till the day I pick it up. Anything I should ask him before I buy it?
Please advise. I appreciate your suggestions and feedbacks.
Thanks in advance
Your "Edmundsmember"
The Suzuki rep is supposed to have a look at it tomorrow. We'll see what comes from that.
-Jason
That was kind of what I was thinking as well. The service manager actually isn't there very often when I visit - the advisor just seems to handle things on his own.
For the record, I was thinking along the lines of like a $40-$50 gift card to some place like Outback.
I feel very comfortable talking to him, as he was extremely nice and easy to deal with, so I told him what happened and that the finance manager was hunting me down. His happy voice changed suddenly and asked more details. I told him about the mistake the finance manager made and he quickly apologized and said he didn't know anything about it. He sounded somewhat angry that the finanace manager never said anything to him about it, and was going to talk to the finanace guy as soon as we got off the phone. I think I got the guy in trouble.
Not quite the same thing, but close.
And there is a difference between a paperwork mistake (accidently double counting a rebate, a typo, etc.) and meaning to charge one price and accidently charging another. In the second case, the dealer should eat it, but not in the first case.
And no, it doesn't work both ways. I
The dealer is a business, and the usual practice is if the business goofs in their favor, they return it. If they goof in the customers favor, they eat it.
2020 Acura RDX tech SH-AWD, 2023 Maverick hybrid Lariat luxury package.
Over the years I've made many mistakes and I have always done the right thing for the customer.
A couple days later the customer called you and said he made a mistake when he made the offer. He meant to offer only $30K.
Would you cheerfully give him a check for $3K?
I've come clean w/ the dealer. They know I know, etc. about the mistake. I had a pretty and EXTREMELY open conversation with the guy who made the mistake and he said honestly if I wanted to tell him to screw himself I could get away with it, that it's more of an "ethics" thing (which I already understand this).
He still, obviously, wants the 3K. and if I pay he's willing to give me a free oil change and a clear bra. (worth about $750 supposedly).
Give it to me... what would you do. Now that it's out in the open
When I deliver a car to a customer, that individual knows every dollar going into the deal: price, interest rate, loan term, extended service contract premium, credit insurance premium, etc.
I have never had a customer call me a couple of days later and say "I only meant to offer you 30k." When the numbers are properly disclosed, this practically eliminates the chance of that happening.
If he deserves it why not. If he doesn't then dont do it. It doesnt hurt you any to be nice to someone else if you have been treated well even if things were 'touch and go' for a while. It's only business.
Hey, your good report on the survey might even get you some preferential treatment in the future. Let's say you and your family buy 10 vehicles in 10 years. If you let management there know that you are a loyal and significant buyer who is willing to help them look good to Mazda or Toyota or Dodge then you might just find each transaction smooth as silk everytime you go in. It sure doesnt hurt to have every little edge in your favor whenever you go to buy a vehicle.
What if you became so well known there that whenever you or your family wanted a vehicle you just called the Sales Mgr and were given the employee price no questions asked. The papers took 10 min to sign or they brought them and the vehicle to your house/office to sign? Happens all the time. Why not you?
If you are lucky you might find one 'fresh off the truck' with 2 miles on it.
I'd take any non-demo new car with under 500 miles on it.
Finance manager said free clear bra that's for $695 (isn't the expensive?) for my time and their mistake. After I got off the phone with him, I called the dealer back and said I wanted a quote on a clear bra. Service Advisor quotes me $325.
Upon telling him also that the other dealer quoted me $399 (I called just the day before because I do plan on getting one) he states "well they don't offer the life warranty and only go up a certain # of inches on the car". BS. The other deal was the same - life warranty and the same inches.
So which is it ...? .. did they hold you down and make you sign the paperwork..?
If you felt your car was worth $6,000 .. then you should have sold it on your own - simple.
Dealers pay wholesale money for vehicles, it's not a secret and it shouldn't be a surprise ...
Terry.