Recently on a quest to buy a used midsize truck. I won’t name names, this dealership has like 75 locations in a 40 mile radius. They found me a truck, and I was all over it. One problem, the salesperson was leaving on a trip. I was told that $500 would reserve the truck until she returned. She had my deposit in under 20 minutes. A week went by, I lined up financing, canceled conversations with other dealerships, I was ecstatic. Upon her return, the email read “I’m sorry to inform you, we sold the truck you had on hold to someone else.” I’ll be honest, I didn’t think for a second that was possible from the industry giant. That’s what slimy corner lots do. First, they pivoted… trying to sell me a truck no one wanted, with no features. Lots of money off, punctuated with a discount for the inconvenience of the week prior. That truck sucked, and it was thousands more than the first one. Then they offered another truck which was really awesome. More expensive, wrong color, I said let’s start the paperwork anyway…. and I’ll take your same token discount of inconvenience. Nope. They were sorry only when trying to peddle a truck no one wanted. Full price, we don’t haggle. Then they reminded me I have other options when it comes to buying a vehicle. That’s the kind of closing that gives you the warm and fuzzies getting ready to spend $40,000.
I kept my old car. It’s never looked better. I know a little bit about holding a reservation. Imagine arriving at the course on Saturday morning, and I told you I sold the tee time you prepaid for, to someone else. I can offer a nominal discount if you are willing to play at a undesired time. But next Saturday in prime time, if that’s what you want, that’s full price. I don’t offer any “I’m sorry about screwing you last weekend” discounts. Remember, there are other options out there if you want to golf.
I gave them the benefit of the doubt. I’m sure selling the car I reserved was a total accident. Everything that came after was no accident. It was a script, it was a choice. Car dealers can choose do whatever they want. Thankfully, reservations mean something here.
That’s a pretty crummy story with a bad ending for everyone. It’s too bad many things are about “me” these days. The sales lady could have easily handed off your sale to an associate to handle while she was on vacation. She doesn’t seem a bit interested in making you happy….just hitting her sales goal, or whatever. Sad and to top it all off I’m sure Mr. B would not be happy to hear this story.
Like my article said, the one thing they couldn’t execute was the thing I do best. Reservations. Kind of ironic.
Well interesting enough, I have a friend that had $ down on a vehicle at said dealership and the car was sold out from them as well. This was less than a month ago.
I don’t feel special anymore.
Considering your particular circumstances, I see no reason not to disclose the dealership’s name and specific location. They made zero earnest effort to rectify their mistake, assuming that it was a mistake. As a business owner in the area, I understand your reluctance but also that dealership needs to do a much better job of satisfying their customers. Where is their integrity?