Lewquan Burnett

I was at the dealership almost *twelve hours*. The first two hours were spent doing a test drive, inspecting vehicles - trade and new - and talking with the salesperson and finalizing a price: The first two hours were spent doing a test drive, inspecting vehicles - trade and new - and talking with the salesperson and finalizing a price: so far, so good. After being told of a thirty-minute wait by one of the finance advisors due to a couple being in front of me - reasonable - to run the financial paperwork, it was over three hours later before I finally see the advisor. What happened for almost seven more hours? Well, lots of paperwork shuffling, tapping at a keyboard, checking numbers, rechecking when I pointed something out (payment numbers, loan term incorrect) and being presented extended warranty coverages over and over. I finally said what I wanted - taking off a PPP and the warranty - or I'm out, bring me my keys, please, then I'm told it's worked out, I take a look, and the extended warranty is still there. I say "fine, bring me my keys", walk outside... and my vehicle had vanished. It's a dark comedy, at this point. The advisor says it's been worked out; I go back *again*, the price has gone *up* another $10K, and the warranty is *still* there. I stare into the abyss for several minutes, feeling like Charlie Brown when Lucy had yanked away the football - while the advisor *still* tries to sell me the warranty, at which point I say we're not doing this, bring me my keys and my original car, and go outside to get my belongings. We're eleven hours in by now. So, while I'm getting my belongings out of the new vehicle and waiting for my car, the salesperson comes out, asks what's up, I tell him, he says let's talk with this other advisor, who agrees to take everything off. However, he asks me about part of the warranty, I say "no", he says "ok", and shows me the numbers and totals, which seem fine. Then the desk panel with the very fancy desk pad locks up, but that's sorted after a few minutes. So, it'll be a few more minutes of signing documents and everyone goes home. Or... do they? However, dear reader... this did not happen. The first advisor comes back in and starts getting paperwork together, wants to know why I didn't want the warranty while going thru the paperwork and signing, I tell him, we finish signing documents, he gives me a copy of them on a USB key with another to follow in email, I get the keys from the salesperson. All of this took another hour, but the ordeal - and it has been one, and everyone goes home Except... I realize while walking out the door that the prepayment penalty period - which I wasn't concerned about as the penalty was relatively small - was longer (doubled) from what was originally communicated, also that the loan APR had gone up by three percent, which didn't fully register before as by then I was simply exhausted. The salesperson says that I can come back in the morning and talk with the second advisor about it. After spending another hour finding a hotel and something to eat, I crash for the night. Returning to the dealership in the morning, I find that they don't open until noon, at which point I shrug and head for home. Also, on the way home, I realize that one, they didn't give me a second key, and two, the floor mats are missing. The bright spots: the salesperson was friendly and helpful. He kept in touch before I got there - I was coming in from out of town - and was helpful throughout. Also, the dealership waiting area has cookies. Finally, the new ride is very nice and was reconditioned as needed (which I was charged for, but it was already done for anyone who'd have come in): a decent touch, not to have to worry about that. The dark spots: everything else. Everyone on the finance side was friendly, but really? Another ten hours past the initial two?!? And that's how you end up at one star. P.S. - I am reposting this about three weeks after I first posted it then took it down. After working out an arrangement with the sales and general managers at the dealership and following up, they've done nothing. More

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Great buying experience from beginning to end. Excellent service and knowledge. Best deal made with our salesperson Mike Lehman. The price was right, perfect! Finance personnel Dan and Gary were Excellent service and knowledge. Best deal made with our salesperson Mike Lehman. The price was right, perfect! Finance personnel Dan and Gary were great. More

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