Hewlett Volkswagen

This dealership managed to make a car buying experience as frustrating as it could possibly be. Sales and financing staff that drive a hard bargain are tough enough, but these people portrayed themselves i as frustrating as it could possibly be. Sales and financing staff that drive a hard bargain are tough enough, but these people portrayed themselves in a way I can only conclude was deceitful. I walked in and found a used 2000 Passat, VW certified (supposedly) to lease. I went through all the dealing with Ron to the payment I wanted and a CD player thrown in, luckily I asked him to write it down. It was going to take 2 days to get ready so I left and came back in 2 days later to sign the paperwork after leaving a refundable $500 deposit. When I get there, I sit in the car and sure enough, no CD player. I tell Ron this and he doesn't remember that was part of the deal. After he looks at his own writing to this effect, he finally agrees. He says it will be added and 'shoos' me off to the finance person to sign the deal. She sits there for 10 minutes printing and gathering the paperwork and when it comes out, it's the original lease price they asked for before negotiation. I told her the price we have decided on, she gets huffy but spends another 10 minutes doing the paperwork. When I get it again, she casually says, "Oh, I got it within a few dollars over your agreed payment, that's should be fine." I told her, "No", the agreed payment is the agreed payment, if she wanted to make it just a few dollars under, I'm OK with that though. She gets REALLY huffy now. Types up the paperwork again and it's OK. Now I ask about my warranty info (VW Certified). Suddenly everyone starts looking perplexed and saying, "It's a standard 2 years etc., don't worry about it". I said no problem, just let me see where it indicates in my paperwork I am purchasing a VW Certified car. She couldn't find anything. I insisted and finally she leaves and goes to the manager’s office (beside me). I can actually hear her in the next room saying "Can we just get this guy out of here?” She comes back with some cards and registration for VW Certified cars and starts filling them out for me. Hmmm, if it were VW Certified and inspected car, shouldn't that have been done already? Finally this gets done and I ask for the $500 deposit back. She indicates this was part of the down payment. That's when I stood up and said I was going to be leaving, "Didn't you bother to ask Ron what the deal we made was?” She stops me and quickly gives me the payment back. I don't know why I stayed there, except that I knew I was getting a good deal if I stuck to my guns and if it were VW Certified, I could take it anywhere for service. I don't know if it was Ron thinking I would forget the deal, her trying to get more money out of me or a deliberate act on the part of the dealer to go back on a good deal. I suspect the latter. And with the struggle they put up, many buyers could have been worn down and conceded some things. It was a great car, I love VW's, just this dealer was horrible. I disturbs me that such a wonderfully designed vehicle could have such deplorable representation. I mentioned this in numerous surveys but received no response. When it was unfortunately totaled in an accident, I bought an Audi because I could not stand the thought of going back there. When I respond to an Audi survey with anything less than 100%, my dealer calls me and asks me what she needs to do to make me happy. Guess who I'm sticking with? And, as far as I am concerned, none of us should have to settle for anything less. More