I was offered $24K for my Audi trade-in when I ordered a new Subaru WRX. When the car arrived 2 months later, ****** reduced the trade-in to $22K.
I recently purchased a 2015 Subaru WRX from ****** Subaru in Plaistow, NH. The car was ordered in late June, 2014. I worked with *** ***** and ***** *** (the Sales Manager). When I purchased the car, I traded in my 2011 Audi Q5. I brought my Audi to the dealer. They looked over my car in detail and appraised my car, offering me $24,000 for my trade-in. A contract was signed indicating this same $24,000 for my trade-in.
When the Subaru WRX arrived in September, I received a call from ***** who had replaced ***. He told me that my car was ready to pick up. I went in to pick up my car, fully expecting the same $24,000 for my trade-in. It was still in the same excellent condition as it was in two months earlier, except for a few more miles of course.
***** said that they needed to reappraise my trade-in. I figured this was to make sure there weren't any dents, scratches or mechanical issues. To my shock and disappointment, ***** came back and said that now, they could only give me $22,000 for my Audi trade-in, $2,000 less than what they offered me in writing two months earlier. I asked him why and he said that he was told it was because the car needed new tires. I told him that if the car needed new tires, they (****** Subaru) knew that in June when they offered me the $24,000 in writing, and they should honor the $24,000 per the contract.
Soon after that, I asked to speak to ***** ******, the Owner. I asked ***** why they would put in writing $24,000 for a trade-in and then reduce it by $2,000 two months later when the trade-in was in the same condition as when they first appraised it. The only thing he could tell me was that it needed new tires. I told him that was totally unacceptable to me and that it appeared as though the first offer of $24,000 was just to get me to sign the contract and order the car. He asked me if I wanted to just walk away from the deal. I told him of course I did not want to do that. He then offered to go up to $223,000 for my trade-in. The whole time he was talking with me, he was unprofessional and somewhat belligerent, telling me to "stop rolling my eyes at him", and also telling me that "I had more money that he had" and why should the $1,000 make a difference. I told it made a difference because they were not honoring the original contact. It had nothing to do with how much money I did or didn't have. I finally agreed to take the car with the $23,000 trade-in offered because I had waited two months and I didn't want to start looking all over again.
My opinion is that the owner, ***** ******, was not involved in the initial negotiations, and now thought that the deal was too good. He was using this "reappraisal excuse" to now go back on the deal that his Sales Manager, Eddie Dye, made with me in June.
I have 30 years of car-buying experience, and this "bait and switch" that ****** pulled on me made this the worst car buying experience ever. If they are going to place in a contract a certain dollar amount for a trade-in, they should honor that contract. Neither *** ***** nor ***** *** ****** ever told me in June that the trade-in amount in the contract might change once my new car is delivered.
I wrote to Subaru of America in Cherry Hill, NJ back on September 16th and I have heard nothing back as of yet. I also answered their customer satisfaction survey and heard nothing back. To date, I have not heard back from anyone from Subaru or ***** ****** either.
My trade-in was in the same excellent condition on September 3rd as it was when they took their time to appraise my car on June 23rd, and the only excuse they could now give me was that it needed new tires. They would have seen this in June when they first appraised the car at $24,000.
I simply want ****** Subaru to honor the original contract of $24,000 for my Audi trade-in, no matter how good a deal ***** ****** thinks I am getting since he got involved in the deal.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for sending me ***** ******'s reply. Below is my response to his reply to you.
1. Mr. ****** correctly points to the "fine print" on the back of the contract stating that the car would need to be reappraised. I believe that ****** persuades consumers into ordering a new car, offering them one amount for their trade-in, then decreases the trade amount once the new car comes in, quickly pointing to this "fine print" in the contract as their "out". It is also my opinion that this is probably not the first time a consumer has chosen ****** because they thought they were getting the best deal, then waited 2 months for their new car to arrive just to find out that the offered trade-in amount was suddenly lowered for no good reason.
2. Mr. ****** mentions the tires and windshield wiper blades. This was the best that his crew could come up with for decreasing the trade? These are not good reasons to lower a trade-in value. And these would have been evident and obvious to at least one of the 4 people who ****** had look at my car when I first brought it in in late June. The buzzing sound is a normal part of the Audi Q5, signifying that the lights have been turned on, since there is an automatic feature.
3. I have been told by other dealers that the fine print on the back of the contract is intended to protect the dealer in the event of car scratches that weren't there when the contract was signed, new dents, excessive wear or tear ........... not intended to be an excuse for the dealer to just reduce the trade because of "tire tread" and "wiper blades". minor things that would have been noticed when the contract was signed. They further said that the tires did not get that much worse in 2 months.
3. ***** ****** never called me and certainly never left a message for me.
4. The thing that Mr. ****** fails to acknowledge or recognize is that I looked at several dealers when I first started looking for a new car. They all offered me various amounts for my Audi Q5 trade-in. I chose ****** because I was getting the best deal. My belief is that the other dealers, who may have offered me a little less at the signing of the contract, were not going to reduce that two months later once my new car arrived.
You notice how quickly ****** points to the contract and the fine print on the BACK of the contract. Neither Eddie Dye, nor Ben Huson mentioned that it would need to be revalued at the time of car delivery. It is DECEPTIVE.
And if ******'s crew really did not notice the tires and wiper blades in June when they offered me the $24,000, then I should not be the one to suffer because of their "LACK OF DUE DILIGENCE" at the signing of the contract.
In closing, in the spirit of goodwill, I contacted Steve at ****** a couple of weeks ago to tell him that I had found, in my basement, the Audi Roof Rack, cargo cover, and floor mats. My hope was that this matter was going to be resolved by Mr. ****** seeing my side and agreeing to refund me the $1,000. If Mr. ****** were to do this, I was going to just give them these Audi accessories, with a value of over $400. I am still willing to do that to put this all to bed, with no ill-will going forward, as long as ****** agrees to refund me my $1,000.
***** A. ********
Final Business Response