A very disappointing experience overall. - TPEACE1
A very disappointing experience overall. I had been shopping for a GLS throughout South Florida for quite some time and eventually expanded my search across the Southeast. Earlier that morning, I spoke with the internet manager and offered to place a refundable deposit to secure the vehicle long enough for me to complete my due diligence, especially since I live more than three hours away. I was assured that would not be necessary.
Shortly afterward, a sales representative contacted me. He was professional, responsive, and diligent throughout our conversations. He provided all requested information and asked for details regarding my trade-in, which I promptly supplied. He later followed up with an offer, and I explained that while we were close on numbers, I was attending a family event and would reconnect shortly afterward.
Not long after, he called again to inform me that a walk-in customer wanted to test drive the vehicle. Feeling pressured to finalize negotiations, I requested an additional $500 on my trade-in and a $491 reduction in the purchase price. He asked whether I would secure the vehicle with a $5,000 deposit if management approved those terms, and I agreed.
He later called back and explained that management had decided my offer was now secondary because of the in-store customer. Ultimately, the walk-in customer purchased the vehicle.
The most disappointing part of this experience was not losing the vehicle itself, but the lack of professionalism, consistency, and transparency from management. Customers who are willing to travel long distances, negotiate in good faith, and spend significant money on a luxury vehicle deserve the same level of respect and consideration as someone physically standing in the showroom.
I want to be clear that the sales representative himself was courteous and professional throughout the process. My frustration is directed at dealership management and how the situation was ultimately handled.
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