Why Dealerships are the Biggest Detriment to Manufacturers

"Mike Kopstain" (mikekopstain) 07/10/2014 at 17:42 • Filed to: None

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Over the past few years a lot of fuss has been made by dealerships over Tesla trying to sell it's cars directly to the public. The argument has been made on the part of dealers that they invest in local communities, that they benefit the consumer in a myriad of different ways but let's be honest: it's all a bunch of crap.

What dealers really represent is an unnecessary, legislated middle-man who doesn't serve the manufacturer's best interests nor the customer's. They are the worst of the worst. Shady sales tactics? Check. Needlessly high interest rates? Check. Not telling you about deals you might qualify for? Check. And then there's the manufacturer's side of things where they perform warranty work that is often beyond the scope of what's required to fix a specific problem of simply fix stuff that's not required at all. They rip off their customers, they rip off the manufactures and they needlessly skim off the top of a transaction to provide you with this "service".

And some might say that by and large much of this has stopped but really it hasn't; it's just changed. Let me regale you with the story of my interest in leasing a Ford Flex.

First Contact

We recently put $2500 into my wife's A8. My wife doesn't drive a lot so I'm thinking maybe instead of maintaining an A8 that we keep largely because I love it, maybe we should get her something inexpensive and more practical. Ford has a great deal on the Flex going on and so I go to check it out. I stop at the Ford dealer and ask a salesman to show me what option package Flex's fall under the lease special. He shows me. They're nice. I explain to him that I'm in a hurry but want to bring my wife back. He says no worries. He wants to know what additional options I would want (if any) above and beyond what the lease special includes which is a Flex SEL with the 202a option package and Titanium appearance package. I tell him Nav, vista roof and HIDs.

He explains to me that HIDs are not available on the SEL model and that I'd need to step into a limited for that. I explain to him that for the cost of leasing a limited I'm no longer interested in purchasing a Flex. That kind of money opens up the door to a lot better cars. He responds by asking me if I think I can close the deal if he can get HIDs installed on it. I explain that pending wifey approval we would have a deal with one stipulation: stock HIDs. Not an ebay conversion kit, the real deal. Stock headlight capsules. If the wiring isn't plug and play don't sweat it. I'll take care of that portion. He says he understands.

Now listen, I'm a realist. I understand this is a tall order and I'm wondering where they'd get them from but I didn't make the request. It was offered to me. Once I learned the package I was interested in leasing didn't include HIDs I was simply no longer interested. No hard feelings and the lease deal was still amazingly good but just not for me. I feel the need to emphasis that I never asked for the headlights initially. Once the salesman saw that that was a deal breaker for me he offered them contingent on management approval.

He calls me the next day and confirms that he can get me them. Great. I tell him I'll be in touch in the next 24 hours.

The Loaner

I speak to my wife and explain the situation to her. She's on the fence about the Flex after looking at it. We live in the Hollywood Hills and most of the streets are very narrow. When two cars pass one generally has to pull over. So I ask her, "What if I get them to give us a Flex for a couple hours for you to try out?". She says go for it. I call the dealer and tell them I'm coming down.

At this point I'm speaking to salesman number 2 since my original was not in the office that day. This is where it starts to get fun. He says he needs just a bit of info off of me, nothing personal. Insurance card, driver's license, etc. Suddenly I notice he's writing this all down on a credit check sheet. I don't want my credit checked. I was planning on just paying for the lease out of pocket anyhow. He assures me this isn't to run my credit and he won't even need my social security number. Ok, no problem.

Salesman 2 excuses himself and returns with the manager to ask me about other issues (explained later). After filling out the form he hands it to the manager who explains to him that he needs my social security number and I need to sign the credit check. I told him I wouldn't and that a credit check was not a viable release form for a vehicle. It was not relevant to me borrowing the car. He responded that he wouldn't run my credit but needs it signed. I refuse and again ask why it's necessary. He tells me it's so they know who I am if I take off with their car. I explain that:

a. I'm leaving them with a BMW
b. They have my ID and my insurance info
c. They don't collect credit reports from customers who take loaners and
d. they're fully insured against theft regardless

Baffled, he now claims it's company policy and again starts repeating his reasons for needing it. I again refuse and explain to him that Audi and BMW have handed me cars with just my ID and told me to take them for a night after getting that and insurance info. He didn't believe me. I once more explained that if they had a standard vehicle release form I'd be happy to fill that out and sign it but that I would not sign a credit check. You might be thinking I'm kind of a jerk about this but I'm anal retentive about my credit.

The missing HIDs

The original reason the salesman went to get the manager is because I told him that salesman 1 promised that he could get the vehicle equipped with stock HIDs as part of the deal. The manager told me flat out that he wasn't going to honor this. So I asked him how there could be such a large discrepancy between what he's telling me and what his salesman told me, not to mention the fact that the salesman didn't promise it to me until he got permission from his manager. He said he didn't know but that he would need to remove the HIDs from a limited model and how would he replace those. My response was to remind him that his salesman made the offer and confirmed it with a manager. It was never something I requested. It was offered to me. Likewise it wasn't my job to figure out the logistics of where the lights would come from or how the cost would be absorbed by the dealer. He didn't seem to understand this. At this point I'm ready to walk but then…

The Mandatory Security System

Then I remembered that every car on their lot I looked at had an aftermarket immobilizer on it, something you had to key in a code on before the vehicle would start. It was an awful looking thing, something like those old CD changer controls that people would double side tape to their dashboards back in the 90's. Now I'm overtly upset and I remember this thing and the first thought that pops into my head is "I bet they're going to force me to buy this". And so I ask…

In the midst of fighting about HIDs and credit checks I stop them and I explain that I remember seeing this in all their cars. Do I have to buy that? They confirm that I do. At this point I know I'm walking but I want to fight the point because this is absurd and I want them to know it. So I ask how much it is. $500. Retail cost on this unit is $40.00 from !!!error: Indecipherable SUB-paragraph formatting!!! but this dealer has taken it upon themselves to install it on every car on their lot and force every person buying from them to purchase it at over 10 times the cost of market value.

Here's the deal with a lease… You're not paying full price for any aspect of the car. If I add a moonroof or navigation and the option costs $1000 I'm not paying that $1000 over the course of the lease. I'm paying a portion of it. Yet this cheap security system? That's $500 on top of everything. You're not paying a portion of it; you're paying the entire amount whether you want it or not. They said they could disable it but I would still need to pay for it.

This is the most unapologetically disingenuous business tactic I've ever seen from a car dealer. It's basically a guaranteed $400 - $450 extra for the dealer on every deal and perhaps it wouldn't be so bad if they told you up front but they don't. They stick it in the sales contract and don't say a peep. I wouldn't have seen it until the paperwork was in front of me and I was ready to sign and guess what… You got John Q Jones in there with his family, they've picked out their car, they've picked out their options and now they're so far into the deal that once they see this yeah, it might piss them off but their salesman tells them "hey, it's spread out over 60 months. It's an extra $8.00 a month. Don't let the deal slip by over $8.00!". Or even worse, they might actually trust the dealer and just sign the paperwork.

This is just a flat out cash grab. There is absolutely NO reason you should install any aftermarket device on a car and then force the consumer to buy it, let alone not disclose this to them. So at this point I've made it clear that I thought they were full of of something hot and messy. The manager pushed the window sticker for the Flex at me and told me that if I reconsidered and could live without the HIDs to come back. I pushed it back and told him that wouldn't be an issue for me. Unfortunately it doesn't end here…

The Other Dealer

So I'm leaving and I decide to call another dealer. I explain to the salesman on the phone what's happened, what was promised to me and what the dealer is trying to do. I go on to tell him what I wanted with respect to the HIDs and told him that if it could happen, great, I'd come on down right now and if it couldn't happen I totally understood but just let me know right now. He tells me he'll get it done and to come on down. I go in and at first all is well. Dude is super nice and he walks me up to his manager who once he is made aware of the situation immediately tells me I can go pound sand on the HIDs. It's not going to happen.


Missing HIDs redux

!!! UNKNOWN CONTENT TYPE !!!

He starts down the same road about how he'd need to pull them from a limited model and then he calls the parts department and finds out they're $1600 for the pair and basically starts laughing about it. Again he asks me what I expected him to do and again I explained to him that the logistics weren't my concern. I told him that I didn't ask for them to take the lights from a limited. I simply told his salesman not more than 15 minutes prior what the other dealer offered me and if it's something they would honor and that his salesman told me to come in and he'd make it happen. The manager keeps trying to explain to me why it won't work and how I'm being unreasonable. At this point, pissed off because I'm getting the same song and dance from this dealer as I was getting from the other, I stopped him and just said "I don't care about the how and the why. I asked if it could be done and was told it could be. Now you're telling me it can't be" to which he responded "Oh it can but you're going to pay for it".

We won't force an aftermarket immobilizer on you, but…

He tells me he'll call parts and see if he can work that price down and the salesman suggests that we go check out the car in their overflow lot in the meantime. Fine. I'm already here. So we hop in a car and drive over there. He asks me about the other dealer and what happened. I explained it all to him and then started up on the aftermarket immobilizer they forced you to purchase and how they had it on EVERY car. His response was "every car?" as if that was unbelievable and I said "Yeah and they'll disable it for you but you still have to pay for it". At first I thought the look he gave me was a look of surprise like "oh how terrible of them!" but then I realized it was a look of concern. He followed up by telling me that they don't do anything like that but oh yeah… we install LoJack on all of our cars and you have to buy it. $400.

You. Have. Got. To be kidding me. Is this a practical joke?

So I bite my tongue because I'm in a car with him and I still want to see what they come up with for the HIDs and guess what, $1600 but the manager says he'll eat $400 of it. So I'm back to square one. I've wasted something like 5 hours out of my day dealing with liars.

I'm not trying to be a brand snob here but this is something inherently present in domestic car dealers, at least the domestic dealers I've had the displeasure of experiencing. I've had two BMW dealers arrange for specific loaners for me because I just wanted to check out a car. I've had a few other dealers loan me cars to take on nothing more than a driver's license, insurance card and my car sitting in their parking lot. What is the appeal here? Are they shooting for the lowest common denominator with respect to customers or are they just under the impression that their customers are shopping by price and they have them bent over the barrel?

Whatever it is I can't believe that Ford let's their dealer network FORCE you to buy an aftermarket accessory (LoJack). No choice, not an option. It's preinstalled and you're paying for it. This is just comically bad business. Domestic auto makers finally realized that their cars were shit… I wonder when they're going to realize that their dealer network is still shit.

Oh, and for the encore… On the trip back from the overflow lot the salesman at dealer 2 explains to me that he knew I had been looking on the internet because I knew the exact lease special and dealers don't tell customers about that. I'm like what? He makes a comment about it being his job to get as much as he can for the car he's selling. For real? So you will actively not inform a customer that there is a deal out there that might apply to them? This dealer (this salesman at least) will apparently not make you aware that any particular car you're looking at is on special. Great. That's just great. The sad thing is the guy was really nice. He managed to justify this kind of behavior. I guess it's true what they say: nobody wakes up, looks at themselves in the mirror and says "I'm a bad person".

Double encore - The manager says if it were up to him they wouldn't honor these lease deals that Ford national advertises because he loses money on them. He's just moving units. Way to go above and beyond to make me feel like a valued customer!

It's time for the laws requiring auto makers to sell through franchises to be disbanded. This doesn't benefit the consumer and it doesn't benefit the auto maker. It only serves to cost them both time, money and grief. You may use the "but what about the jobs!?" argument to which I reply, there's no reason any jobs need to be lost at all. There would simply be a slow paradigm shift from salesman, mechanics, etc being employed by independently owned franchises to being employed directly by the auto maker. Everyone wins.

You might also say "well Mike, the few bad dealers ruin it for everyone!" and that might be true but here's the thing: the system is designed to be exploited. It's a flawed system that encourages corruption, corruption that would largely disappear were the manufactures allows to sell directly to you, the consumer.

Think I'm full of crap? Tell me in the comments.

mazda616 > Mike Kopstain 07/10/2014 at 18:00

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I don't disagree at all. I think dealers by and large are all crooked in one way or another. I worked as a clean-up guy for a local Ford dealer in the summer of 2007 and the shit they pulled was amazing. Of course, being a former employee helped when my wife and I bought a Mazda CX-5 from them. I knew what stunts they'd try to pull and headed them off before they could even begin. They did get one thing over on us, though. They drill into every new car's bumper and install a dealer front plate. I was going to specifically ask that they refrain from that with our new CX-5 (that hadn't even come off the truck yet), but by the time we were handed the keys, it was already done. See, Kentucky doesn't require front plates. So adding them to all of these cars is even dumber than it would be elsewhere.

I was beyond mad and was going to make them replace the front bumper, but we decided just to put an Alumni tag from our Alma Mater on there instead. Plus, I knew the shoddy work their body shop did. It sucks, because any other dealer we'd have went to would have done the same types of things. You have no choice but to deal with assholes around here when you're buying a car.

Pic taken December 2012, as I left the lot with the CX-5. It had 6 miles. And a stupid front plate.

I think our alumni plate looks alright, though.

dogisbadob > Mike Kopstain 07/10/2014 at 18:05

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We banned Citroen 40 years ago. Too bad we didn't ban their business model, too. That was really the only thing wrong with them.

Mike Kopstain > mazda616 07/10/2014 at 18:08

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And there you go… If you're buying from the manufacturer directly you get consistency as well. You don't need to wonder if they're going to do stuff like that.

Conan > Mike Kopstain 07/10/2014 at 18:15

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Similar stunts drove my Dad from a Focus/Fiesta ST to a BMW. He never thought he'd do it. Good writeup.

Mike Kopstain > Conan 07/10/2014 at 18:18

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Funny you say that. When I originally posted this on my local forum I put in the post that I'd gladly cut off my nose to spite my face (and Ford) and pay double for a BMW instead of dealing with this kind of crap. I took it out of my post here because I didn't want people accusing me of being a brand snob.

While I'm sure not every high end car dealer is without sin, it's undeniable that you're generally going to receive a higher level of service and stuff like this simply does not fly. BMW's not going to let a dealer stick a $40 eBay security system on your dash and then charge you $400 for it. They'd lose their franchise so fast their heads would spin.

Luc - The Acadian Oppo > Mike Kopstain 07/10/2014 at 18:19

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I would gladly and I do mean GLADLY! pay the sticker price and deal direct with a manufacturer.

How many times does someone who does not have a calculator on them and don't crunch the numbers presented to them end up paying more than the price on the sticker.Yes I know some can get a good deal but for the most part you will get screwed.

I would feel way better paying $500.00 more but knowing that the dealer did not try everything in their power to screw me.

I have personally experienced a whole lot of what you described and I am more than ready to change to direct buying.

There is nothing good about dealerships. NOTHING!

Local Miata Bro > mazda616 07/10/2014 at 18:21

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Well if you move to Missouri you'll need a front plate

mazda616 > Local Miata Bro 07/10/2014 at 18:27

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One of the many reasons I have no plans to leave Kentucky.

alexotics > Mike Kopstain 07/10/2014 at 18:31

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Just came here to comment on your header image. It's awesome.

Then read the last few paragraphs and I agree - manufacturers should be in charge of it all from start to finish.

Porsche and BMW are actively working towards being able to sell cars online. Dealerships become service centres mainly.

Local Miata Bro > mazda616 07/10/2014 at 18:31

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I totally get you I'm going to WKU in the fall

wkiernan > mazda616 07/10/2014 at 18:49

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The last time I bought a new car, in 1990, I was looking for a Toyota Corolla with a manual. I went to the dealership with the intent of buying a car that very day. The salesman told me, sorry, Toyota no longer made Corollas with manual transmissions, but we've got dozens of them right here with automatics.

BugEyedBimmer - back in the Saddle Dakota Leather > Mike Kopstain 07/10/2014 at 19:22

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As a person who works at a dealership, I do agree that both of these places took major missteps. But you picked a non-luxury domestic brands. There's a reason that the Big 3 has the rep that it does.

However, there are a couple of things I have to point out.

Headlights are no longer a one-off option. You're asking the dealership to eat a 2k part/procedure and not expecting to pay for it? You're nuts. If something can not be ordered a certain way from port or factory, you should be responsible for it. The "not my problem" philosophy is probably why they ran you through the ringer.

And everyone complains about how ridiculous utilities have become lately. You know why that is? The producers are also controlling the market. If you think for a second that all of these companies won't jack up their prices the second they have control, you're a bigger fool than even your article shows.

Mike Kopstain > BugEyedBimmer - back in the Saddle Dakota Leather 07/10/2014 at 19:40

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For one, to insinuate that this should be expected because I'm dealing with domestic dealerships is complete bullshit. It shouldn't matter if I'm shopping Kia or Mercedes. Ford doesn't have any more or less to lose than BMW with respect to their dealer network forcing consumers to purchase equipment they never asked for.

Second, with respect to your statement: "You're asking the dealership to eat a 2k part/procedure and not expecting to pay for it? You're nuts."

Again, bullshit. I never asked for the headlights. I was willing to walk before any paperwork was signed and before I ever took a test drive. I simply was no longer interested in the car if it didn't have the HIDs. No hard feelings. They were offered to me. Once they are offered to me that becomes the dealer's problem. They weren't offered to me contingent on me figuring out where they would come from or how the dealer would absorb the cost. I didn't ask them to pay for anything; they offered and then rescinded the offer.

I recognize that they would need to come from somewhere which is why I wouldn't ask the dealer to add them and had I made that request then yes, it's fair for them to tell me I'm being unreasonable but once the offer is made to me it's no longer my problem or my concern. If it can't be done I so totally understand; just don't offer it to me then.

Mike Kopstain > BugEyedBimmer - back in the Saddle Dakota Leather 07/10/2014 at 19:46

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Also, the fact that you use the word missteps hits me wrong as well. These aren't missteps; they're intentionally sneaky methods of squeezing more money out of a customer by forcing them to buy stuff they don't want and exorbitant markup. A misstep is accidentally quoting the wrong price. This isn't that.

CCC (formerly CyclistCarCoexist) > Mike Kopstain 07/10/2014 at 19:55

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I once had a dealer guy at a Toyota dealership trying to persuade batteries on a 07 Highlander Hybrid would never need to be changed.

BugEyedBimmer - back in the Saddle Dakota Leather > Mike Kopstain 07/10/2014 at 19:59

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You told him you had to have the HIDs. And then when you couldn't have them on the model you wanted, you said you'd walk. That's exactly what it says in the post. So that's not an offer. That is in fact a demand/counteroffer.

If thats not the case, then clean up the post to show where the salesman offered them out of the blue without being prompted. Otherwise, you're inaccurately representing what happened.

And there is a different dealership model/experience when dealing with luxury brands. You know why? You get taken on a ride with luxury brands on the price. You just feel better about it because of the badge and the service they provide.

I'm sorry, but that's the truth. And I will admit, not everything was on the up and up, but this is not a clear-cut case of dealer issues.

Mike Kopstain > BugEyedBimmer - back in the Saddle Dakota Leather 07/10/2014 at 20:12

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And I respectfully disagree. The article I wrote is clear. I didn't say I wanted them to give me HIDs. The salesman said they weren't available on the SEL and at that point I basically thanked him for his time and explained that that was a deal-breaker for me in the sense that I was no longer interested. I didn't request that he get them for me and I didn't make any counteroffer because we weren't discussing the terms of a deal. He was simply asking me what I wanted on the car so he could get me a list of what he had when I returned with my wife. No more; no less. At that point he took it upon himself to make the offer. How is that my responsibility? It's not. I never asked and never made a counter-offer because again, we weren't negotiating a deal.

It is a clear cut case of dealer issues.

BugEyedBimmer - back in the Saddle Dakota Leather > Mike Kopstain 07/10/2014 at 20:36

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Well in that case, he should have let you walk. You are right in that regard. I apologize, the article reads differently.

Mike Kopstain > BugEyedBimmer - back in the Saddle Dakota Leather 07/10/2014 at 20:40

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Wait, what? You're politely apologizing? I think you just broke the internet.

BugEyedBimmer - back in the Saddle Dakota Leather > Mike Kopstain 07/10/2014 at 20:51

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I do what I can! And part of being a good salesman is to know when you've hit that wall. At that point, there's nothing to be gained. People think they're either gonna squeek one by the customer or make you pay for their time. Its a zero-sum game and no one really wins. If you really like the car, you'll get it even without the lights. If not, no reason to antagonize you.

mazda616 > Local Miata Bro 07/10/2014 at 22:41

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Awesome! My wife and I graduated from there in 2012 and we both loved it.

Dr Emilio Lizardo > Mike Kopstain 07/13/2014 at 21:53

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You are not full of crap or biased against domestic autos. I bought a Chevy Cavalier Z24 in 1989 and they played the same games. I bought a Chrysler Sebring convertible in 1999 and they played the same games. There was a $1 over invoice sale. I had the invoice from the internet. The invoice he gave me was several hundred dollars higher than what I had. He denied any wrong doing with "I don't even have a printer!" Both times there were aftermarket things added on like wheel locks and security systems that I told them I would not pay for, but if they wanted to give them to me for free, fine. Told them I am bringing in a check for this amount next week to take delivery, if you add on a penny, I'm leaving. Both times they tried to add on fees. Turned to walk away and got them waived, but not without hours of haggling and threats. With the Sebring, had a deal with a dealer and paid him a deposit, then he started to come up with excuses and delays. Looked elsewhere, found what I wanted. Checked the VIN, it was the same car. He was just getting problems doing the dealer trade. Not my problem. Told the original guy to give me my deposit back. He refused. Got lots of "I thought we had a deal! Isn't your word good?" BS. Had to threaten to call the secretary of state of Illinois before he refunded my deposit.

In 2004 I bought a Mercedes CLK 32o Cabriolet and in 2013 an Audi S5 Cabriolet. Both times the sales people were very clear from the start that they would not negotiate the price. They were high demand, low volume vehicles that I could order and get any way I wanted, but I would be paying list for whatever I wanted. No discounts. They told me this before a test drive. They tried to sell me aftermarket things like "The Protector" coating and extended warranties, but when I said no, that was fine. I bought my wife a BMW X3 in 2005. They knocked down the price $1000 or so since I had just bought the Mercedes from the same place less than a year before and knew the dealership's owner - he had become a patient of mine in the time since I bought the CLK. They tried to sell me the aftermarket stuff again that I did not need but didn't push too hard.

Near as I can tell, domestic dealerships don't care about pissing you off because they assume from the start you will never buy another car from them, so they are out to get every dime they can. This becomes a self fulfilling prophecy because why would you want to deal with those assholes again? But the more luxury dealers are interested in cultivating a relationship and hope you will come back in a few years when you want a new one.

Satoshi "Zipang" Katsura > Mike Kopstain 07/21/2014 at 17:22

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I agree on everything except the fact that the sales manager did you a favor: HIDs are a fucking bitch to use, stock or otherwise. I can't remember when, but a guy with a Mazdaspeed had factory HIDs. I couldn't see jack shit from my mirrors.

machinefixerman > BugEyedBimmer - back in the Saddle Dakota Leather 07/21/2014 at 23:17

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did you read the article? the guy has stated over and over that it was simple barter on his part. he didn't go around storming about that the headlights need to be swapped for the sale to proceed.

he said, 'if u can do this, ill buy it'

and they said 'we can do this'

and then..... their managers had to fucking eat it.

I imagine they all train at the same facilities.

BugEyedBimmer - back in the Saddle Dakota Leather > machinefixerman 07/21/2014 at 23:22

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Well he just said it had to be done. He didn't say that it had to be done for free. Most dealerships assume that if something is important enough to decide you want the car, that you'll pay for it. If headlights make you buy or not buy a car, then that's not the right car and you need to go find the one that will set your world on fire.

machinefixerman > BugEyedBimmer - back in the Saddle Dakota Leather 07/22/2014 at 00:04

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your outlook is supremely biased sir. this is a case of bad salesmenship.

BugEyedBimmer - back in the Saddle Dakota Leather > machinefixerman 07/22/2014 at 00:13

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No, this is the case of someone who wanted it all, and didn't think for a second how unrealistic the situation was. I had a guy tell me this week that he could get a 2015 GTI Autobahn for the price of an S because he "knows how these things work", even though there's literally less than a grand markup on them. I know that most domestic brands are still old school with their ways, but it all comes down to being realistic. Like I said, if headlights make the deal, then you're on the wrong car.

Svend > Mike Kopstain 07/22/2014 at 02:44

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For us. Me and my step-father went to a Skoda dealership had a look around a couple of cars we had an idea on that we wanted, we knew we wanted a Superb but couldn't decide on saloon/hatch (sedan/hatch) of estate (wagon). Chose the estate. We were invited to take one out for a spin or take one home for a 24hr test drive (the 24hr test drive required some documentation to prove who we were) but decided we wanted it straight away. Sat down with the saleswoman and went over specs and options, gave the woman a drivers licence and credit card to photocopy for proof and to pay a deposit. Signed the paperwork once it had been approved and went home. Car was ordered for the day of the new licence plate year to come out. I was notified when the car arrived a couple of weeks or so before pick up date (only complication was the original saleswoman gad left the company and the replacement who was handling our car wanted to be brought up to speed, which was done in a five minute phone call) I confirmed I didn't want the car touched by the in house 'sponge-monkey' and leave micromarring all over the paintwork and only to do what was least necessary to PDI (pre-delivery inspection) the vehicle. On the day we got a taxi to the dealership, signed the paperwork sat inside the car while given a tutorial on the functions or the car and left. All very quick and efficient. Got the new girl home and gave her a full wash, decon, polish and seal. A week later we got a phonecall to see how we were enjoying the car and if we had any issues of questions (but all was good). At six months we got a phonecall again to see how we were enjoying the car. Just after the first full year we got a letter asking if we were still enjoying the car and/or if for £2,000 if we wanted to replace our car for new one the same spec or different (used Skoda Superbs both saloon/hatch and estate don't sit on the forecourt long and they are always looking to find well looked after cars to buy back to sell on).

It's what buying a car should be like. It should be a pleasure and enjoyable lookignaround the cars and trying them out the only 'bum-clenching' moment should be when you hear the price and hand over the pay details and sign the paperwork for the build.

This was the only issue with the car on day one, a 3cm fine scratch on the B pillar.

Which came out with a quick hit of polish.

thebigbossyboss > Mike Kopstain 07/22/2014 at 08:11

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That sucks man. My experiences with dealerships have been brief but always disappointing except for the used car lot I got my car off of.

Why are dealership parts marked up so high? I have never understood. I went to get some bolts to attach my headlight to my rad support (previous bolts fell out) and I called the dealership and they said that they were 80 cents per. That's kind of a rip off for bolts, but whatever, at least they will fit right?. Plus they are nearby and the scrapper is all the way on the otherside of town through terrible traffic, so that's alright. Go to the dealership I called. Now they are $8 per bolt!!

Are you kidding? You think I won't walk just because it's not a lot of money? Screw you. I left there fought my way all the way across town in terrible traffic and got the bolts for free at a scrapper when I bought a few other needed bits and bobs (I think the total bill was about $7).

I then dropped one of the bolts, couldn't find it, stopped at Rona ( hardware store) and bought another one for 60 cents.

Ramatsu > Mike Kopstain 07/22/2014 at 20:16

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Years ago my wife and I went to a Honda dealer to buy a CRV. Not to check out, to buy. During the test drive, I noticed it was louder than I'd like on the highway, and inquired about the stock tires, thinking that if they were tuned to off-road, I could replace them with streeters later. The salesman wouldn't answer, instead asking every possible question about why I wanted to know. It was laughably obvious that he was seeking the source of any objection so he could come up with an answer, and steadfastly refusing to just tell me about the tires.

Eventually I got tired of jousting with him and explained the noise issue. His response: they could do an undercoating for $500 that would possibly cut the noise.

This happened while Fargo was *still in theaters* and we had seen it only days earlier. Recalling the whole scene between William H. Macy and his infuriated customer, my wife and I could barely suppress our laughter.

Eventually we left because the salesman refused to share the actual cost of the car with us. I even gave him a three count "One... Two... Three..." But it wasn't enough, and we left him at his desk, genuinely confused about why, with such low payments, anyone would need to know THE COST OF THE CAR.

Worst. Honda. Dealer. Ever. Later we bought our third Civic from another dealer at a nearby town.