Morong-Falmouth

Awkward and lots of time wasted In short: I came prepared and ready to buy. The dealership seemed completely unprepared. It was a strange 2-day process. I made an appointment for In short: I came prepared and ready to buy. The dealership seemed completely unprepared. It was a strange 2-day process. I made an appointment for the morning to bring my current vehicle (for possible trade-in) and test drive the car I was looking at. They handed off the keys and I test drove the vehicle without a problem. When I returned I was told they needed to inspect my trade-in vehicle. I feel like this is something that should have been done while I was test driving, and that the fact they didn't think to ask to do that began a strange series of waiting, return trips, and awkwardness. So, I left because I had to get to work. Later that morning I received an email sent from a phone. The email address was just the phone number and there was zero indication it was coming from Morong Falmouth. I reluctantly opened the email to find that it was just a picture of Morong's proposed purchase agreement for the vehicle I was interested in. But it was a picture taken from a phone and sent. I have no idea why something more official or professional-looking could not have been sent to me. So basically, the agreement with the proposed purchase numbers was printed out then someone held their phone over it, took a picture, and sent it to me. I've never seen anything like this before at any dealership we've worked with. I replied to the email with a counter offer (pending trade-in vehicle inspection) and sent it to a @morong.com email address for the salesperson and the business development contact (who responds to online queries). After hearing nothing for 2 hours, I called to find out that the sales person hadn't even looked at the email I sent. We returned that afternoon for an inspection of the trade-in vehicle. I couldn't attend so I sent my husband. That all seemed to go fine, but again seemed like something that could have/should have been taken care of in the morning. While my husband is there, I get an odd phone call from someone else at Morong who is replying to my email from the morning asking about the numbers. Incredibly awkward. I told her that the husband was just there and the numbers were finalized already. So, the husband pays a fee to basically hold the vehicle until tomorrow so I can go back in in the morning again and purchase. I am told that the finance person doesn't come in until 9am, so we wouldn't be able to finalize everything until then. But I was encouraged to come in early and get things signed so that when 9am rolled around, I could be in and out in 15 minutes. ((They open at 8am. This was a cash purchase. I recommend not opening at 8am if business cannot be conducted during operating hours.)) When I arrive, they tell me they couldn't run my husband's credit card because he wasn't the one purchasing the vehicle. ((What??)) There is also only a $2000 limit on what you can put on your credit card for a purchase, which seems pretty low for a luxury vehicle dealership. Paperwork gets signed. Finance tries to upsell me on over $7000 worth of protection plans and whatever else. ((It's a used car that is less than $20k. Come on.)) The car is out front, they're putting the plates on. They find that one of the headlights was not working and needed to be replaced, so they take it across to the street to be serviced. I think we are past 9:30am at this point. So I wait. I ask for updates and why it seems to be taking so long to replace a headlight. There was no good explanation given (I'm told 'the person i spoke to over there doesn't know-- they aren't the ones working on it.') This is really frustrating because it wasn't a secret that I was coming in in the morning to buy this car. Plus all that time while I was signing paperwork and what not, this could have been handled. Another strange moment-- the manager (I assume?) while making small talk tells me she owns a couple of Land Rovers and loves them. Which is great, but these are not cars that Morong sells. By 10:30am I let them know that I need to leave for some work calls. They give me a Morong loaner vehicle. I receive no further updates until around 2:15pm when I'm told that someone is driving the car to my house to drop it off and pick up the loaner. Car arrives around/after 3pm. Around 5pm I call the sales rep to get a little more information on what happened/was there anything else wrong with the car, etc. (Sales rep was working until 7pm that day.) I get a return call at 7:30pm where the explanation was basically nothing was wrong-- just didn't have the correct bulb and needed to go get one. Then so-and-so was on their lunch break and couldn't deliver the car so we had to wait until someone could deliver it to you. This was easily the most drawn-out, awkward car buying experience I've ever had. And we've purchased at least 5 vehicles from various dealerships over the last 7 years. It just seemed like they didn't know what to do when they had a buyer that 1) needed no convincing, 2) was ready to buy right away, and 3) was going to pay cash. No one seemed ready. More