I've gone back and forth about this scenario. Both sides make good points. I'm ashamed to say that my first "knee jerk" reaction was "....dealership made the error, too bad for them....".
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.
"And, for the love of god, if you give them your price and they agree to it, BUY THE CAR! At that point, taking that price elsewhere to try to beat it is just sleazy, IMHO."
Gbrozen, even Bobst could not have said it better!
Can anyone tell me what is included in a 3 month warranty on a used car? and have you ever heard of a warranty that only paid for 50% of waht is covered in the warranty?
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.
It's a bit annoying to hear the begging and pleading for the top ratings. If you do your job correctly, it's a non-issue.
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.
So he wins the auction - pretty cheaply - and goes to drive the thing home. The engine and airbag lights are both on, and the tranny is obviously shot. He didn't even make it home, just called Suzuki roadside assistance and had it towed to the dealer. Based on the Carfax in service date it still has 4 months and 35,478(?!?) miles left on the 3/36 bumper to bumper, and most of the 7/100 powertrain. The dealer hooked up the computer and said there was an "accident code" that was causing the airbag light, and that he would have to have the Suzuki factory rep make the call on whether or not it would be covered.
If Suzuki can prove that the lights are on due to the "accident" they are not obligated to repair what is causing them.
If you did a deal, got paid and then discovered that the customer had mistakenly been overcharged $3000 how many of you would be rushing to the telephone to contact the buyer? Christmas is coming so be honest.
Here is an interesting twist which I'm sure you have experienced as well since you are in a Toyota store also.
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.
if I was the dealer and you told me that you knew there was a mistake and you now wanted to negotiate the outcome.....it would be a very short conversation...you would be $3k richer. I wouldn't waste my time or energy with someone who wants to act like that.
It's not because it makes people happier when they spend unnecessary money, but because some people have low expectations, which leads them to not negotiate for greater savings, and then to be easily satisfied by their experience. Also, of course, most people don't enjoy negotiating - it makes you and the salesperson sort of opponents - so your experience will have been less pleasant.
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.
I wonder if the OP had the third-party or dealer-backed used car warranty (I understand it was not the remainder of the original manufacturer one.) In the case of a dealer-backed warranty that pays 50% of repairs AND requires to use the dealer's shop, I would be concerned as an unscrupulous dealer may inflate repair costs by 100% - I remember reading about this practice in one of Phil Edmonston's LemonAid books. And the dealer which sells a 50% warranty mandating the use of his shop does not strike me as particularly ethical...
You are only partially correct. The other aspect of this fact is that car dealers have a tendency to take very good care of customers that pay them a decent profit.
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.
So are you saying that where you buy the car, they somehow keep track of this "how much profit" was made? Does this affect the service/warranty dept? What if I went to another dealer ?
Typically, good service from a car dealer stems from a good salesperson. A good salesperson does know how much money was made on the deal, and will go out of his way to take good care of his customer.
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.
I guess I cannot relate to this. I've had two other cars before this recent new one. The place I had bought the car I just traded in had treated me like crap. I went back a few times here and there to see if things had changed and they hadn't, I'd just get screwed again. Once, my car sat in the dealer's shop for two weeks while I went around calling the manufacturer, etc. because my driver side lower control arm snapped in half while I was pulling into the driveway (luckily). They finally decided to fix it under warranty and my insurance was nice enough to give me a rental for a week even though no claim was filed.
The dealer I started taking it to instead treated me much much much better.... maybe this was an exception... who knows.
there is a computer system that can give you a numeric score of how valuable you are as a customer that considers sales, parts and service money generated by a customer.
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.
The people who grind the last nickle out of a deal are the ones who will blast us on surveys. They leave thinking that somehow, they paid too much.
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.
With any situation like this, it is impossible to know all of the facts. At the end of the day, the contract has been signed by all parties and the individual is under no obligation to give back the $3k.
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.
It is all true. Isell. I try to be somewhere in the middle of the road - frugal, yet reasonable. Could pick on some of those things listed as mine, but still keep my smile and general "life satisfaction" in "middle hights".
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?
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?
Yes you miss something. Manufacturers don't pay the shop rate for warranty work. IIRC, the manufacturer dictates the rate and time allowed.
The dealer service advisor for my car has always been awesome to deal with. I always give him perfect scores on the surveys, because they actually deserve them. When I take the car in for warranty work, they always call me to keep me posted, and don't try to push extra, un-needed services.
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?
I recently ordered a new car from a dealer just outside of my immediate area. One of the (several) pleasant surprises is that the salesman (a good, up font guy) will also act as my service contact and advisor. I think this is an ideal set-up, from a customer relations and retention standpoint.
If dealers were as interested in customer satisfaction -- and not just transactions -- as claimed, why isn't this set-up more prevalent?
"Would it be weird if we gave the service advisor.......something like a gift certificate as a Christmas Thank You?"
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.
Actually, I don't think the dollar amount is as important as the thought. Trust me, I've been in this business for a long time, and most service advisors would love to be complimented by a customer like that.
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.
I am shopping for a new car in CA and after the quote looked good for me , I asked him if there will be any miles on the car? (whether I will get a 'brand new car is a brand new car'? may be I am crazy, but I always want to know every info - ah, never everything from a dealer - but as much as I can before making a decision - having information is always good, they say?). The dealer told me that it will have about 50 - 70 miles on it since he has to get it from another dealership and will be driven from there, so the additional 50 miles along with about 10 miles it will normally have before it comes to any dealership. 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.
That's what I thought. There is no evidence this car has ever been issued a salvage / rebuilt title, and there's no obvious evidence other than the airbag light of an accident.
The Suzuki rep is supposed to have a look at it tomorrow. We'll see what comes from that.
"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."
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.
50 miles is nothing. Don't worry about it at all. My current car was a dealer trade from 200 miles away, so my car started it's life with around 240 miles on the odometer.
Well... the fleet manager whom sold me the car called and obviously didn't know what happened and was just following up with how I liked the car.
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.
I got one once. Dealer charged the wrong amount for something (DMV stuff I think), and when they discovered the error, they sent me a check. I didn't even know about it until I got the check.
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.
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
There is a very big difference in negotiating a deal and consumating the deal vs. making a mistake on the numbers.
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.
Bottom line is if you do not give the salesperson/store a perfect score the management or the manufacturer takes money out of his pocket. Say Mazda has a $100 bonus if someone sells a '3'. The salesman only gets it if you give him a 100% survey.
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?
Yes nearly always.. The unhappy customers are nearly always buying at money-losing prices. Why? Just to turn another vehicle into cash. Amazing but true.
At our store for example anyone who purchased the vehicle here gets free oil/filters and state inspections for life of ownership of the vehicle. This VIN is stored in the computer and linkied to an inhouse stock#. If it is a vehicle bought elsewhere there is no stock# on record so that customer pays for the oil/filters/inspections.
That is a relatively low mileage for a new vehicle. We have many new vehicles here that have 200+miles on them since they have been on the lot for 20-60 days and been tested several times as well as moved about the lot.
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.
Hiya Jipster. Would you preach ethics if the following happened:
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.
... " I honestly believe I deserved more for that car anyway, they could see I was desperate to get rid of it. From all the research I've done, they could easily sell my car for $6000+. But, according to them, they don't sell used cars that are more than a year or two old... they claim to "sell it directly to a dealer of that type of manufacture for the same price that they paid me for it"
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 ...
Comments
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.