| Buying Process |
|
20% |
| Sales Associate |
|
35% |
| Vehicle Selection |
|
30% |
| Finance Department |
N/A |
| Trade-In Process |
N/A |
| Service Department |
N/A |
| Sales Pressure |
LOW |
User: jhormel
Date: 05/03/2010 22:08
Comment: NOTE: This is for Greenbrier GMC-Kia:
On Friday, April 30, 2010, I contacted Greenbrier GMC-Kia via a web interface to inquire about a specific Kia Sedona mini-van listed on their website and www.autotrader.com. I received a call back from an internet sales employee, Paul. Over the course of several phone calls, he confirmed that the specific vehicle in question was still available (via stock number), and gave me the list price. I asked for the total off-the-lot price, and he refused to give the number, citing "privacy laws." I then recited the price listed on-line, Virginia taxes, tags, and registration fees, and asked if there were any fees I had not yet mentioned. Paul said no. I then noticed a $489 processing fee listed on the website. I mentioned this, and he acknowledged that, yes, they had a $489 processing fee. He still refused to give me the final price. I then spoke with the sales manager, J.R., who also refused to give me the final price, again citing privacy laws. I re-confirmed with him that the exact vehicle was available and ensured I had a comprehensive list of fees, and told him I would be coming from Richmond to Chesapeake to see the car first thing the next morning. He set an appointment time of 9:15 am and had my phone number. I made sure he knew I would be renting a vehicle to drive from Richmond and, if the vehicle was as-advertised, planned to purchase.
To avoid renting a vehicle, I paid an acquaintance $100 to ride with me the next day to the dealership, and then drive my vehicle back to Richmond. When I arrived at the dealership, JR acknowledged that he knew I was coming and had driven from Richmond, and asked a salesman to show me the vehicle. The vehicle I had come to see, however, was not available, and had already been sold. JR claimed I had not confirmed the vehicle was available (I have an e-mail to show otherwise), said he couldn't follow up with me because he didn't know I was coming (in spite of previously acknowledging he knew I had come from Richmond), and was generally very rude when it became apparent he would not be able to sell me a different vehicle. He did not apologize and said it was absurd for me to think he would call to cancel the appointment if the vehicle were sold. He never mentioned when the vehicle was actually sold, and, as I spoke with him near the end of business the previous evening and he was insistent that I come to the dealership to get an actual price, I suspect it was never available.
