Stealership Alert! Luxury Haus in NJ

"Tom McParland" (tommcparland) 09/30/2013 at 12:21 • Filed to: STEALERSHIPS, Car buying, CUSTOMER SEVIS, Automatch consulting, Automatch

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I have a client that wants a used Genesis R-spec. I found what I thought was a nice deal in at the Luxury Haus in Leonia NJ, a 2013 with less than 6k miles for 32,998. Normally I make contact with a dealership and make all the arrangements, but this client just paid for my basic package where I locate a vehicle for them and give them the market value of what they could expect. They called the dealership and asked if the car was available so they can drive an hour plus for a test-drive. The salesperson confirmed the car was there, and they left. Come to find out once they get there, the dealership does not yet have possession of the car and that it is "in transit" and proceeded to push other vehicles on them. Needless to say my clients were not very happy, and drove home. This has never happened to one of my clients before, and I feel kind of bad about it, even though it was beyond my control. I think I will offer them an upgraded package for their same rate.

ZeroOrDie - Powered By MZR > Tom McParland 09/30/2013 at 12:27

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The need to put up or shut up. you cant do everything for them. This is a classic dealership trick though. Uhhh that car is in the shop.

Tom McParland > ZeroOrDie - Powered By MZR 09/30/2013 at 12:30

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Yeah normally dealerships like this I weed out in the conversation process. But these folks were on their own, even still I want them to be happy with my services and tell others.

505Turbeaux > Tom McParland 09/30/2013 at 12:47

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pricks. BTW I have been keeping my eyes peeled for an r-spec for you in my dealerships. Havent seen anything so far. Hard car to find

Tom McParland > 505Turbeaux 09/30/2013 at 12:50

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I located one at a dealership near Lancaster PA the guy there is legit and no nonsense. I have had a couple of friends buy different cars from him. But I appreciate you keeping an eye out. :)

davedave1111 > Tom McParland 09/30/2013 at 12:50

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If I were you, the first thing I'd do is call the stealership, speak to the manager, explain who you are, what you do, and that at the moment you'd never send another customer their way, and then give him a chance to make it right.

From what you've said, it sounds to me that what you're really worried about is that you haven't adequately warned/prepared your basic-level customers about/for this possibility. It ought to be their risk that they take eyes-open when they choose your basic service.

If I were you, though, unless I had more work than I had time for, I'd be 'upgrading' every customer - great for recommendations when people feel like they've got something for nothing :)

Tom McParland > davedave1111 09/30/2013 at 12:55

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The only way this dealership can make this right is to deliver the car personally to my client in Atlantic City. Which they told him in person they were not willing to do, it's a shady stealership and not worth my time and energy to contact. Even if they say they would treat my customers right in the future, I have no interest in dealing with them from here on out. And as far as the "upgrading" I normally do that for my mid-level and deluxe-package. Most folks don't bother with the basic.

ZeroOrDie - Powered By MZR > Tom McParland 09/30/2013 at 12:59

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Of course. Damn clients always having feelings.

davedave1111 > Tom McParland 09/30/2013 at 13:23

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I figured it was a five minute call, at least if they're not going to do anything, so might as well try. I can think of other ways they could make things right, like a significant discount. Still, I'm sure you know your business much better than me, what with actually having all the details and so-on :)

Tom McParland > davedave1111 09/30/2013 at 13:26

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I may call them anyway, just so they are aware that not only did they lose the sale they damaged their reputation in the process. But I am sure they have been operating like this for some time. I also contacted Autotrader about these guys being an "authorized dealer"

GRawesome > Tom McParland 09/30/2013 at 15:35

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I'm relatively new here, and maybe you have already posted out this, but what is your job? I gather from the post you help people find cars to buy, and depending on what level of package they go with you get more involved in the sale. Sounds really interesting, I'd like to hear more about it if you have a post about it already. I'm gainfully employed doing something I love, so not looking for a new career, just like hearing about cool jobs.

Tom McParland > GRawesome 09/30/2013 at 18:04

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Hi and welcome to Oppo! Yes do exactly as you described. Automatch Consulting is the name of my business while I have not done a post explaining what I do, if you like you can check out the "car buying" tag and see some of my pieces. You will find some interesting info in the comments as well. And of course drop me a line with any questions.