Vehicle SIG NED AND AGREED for was apparently already sold? Immediately wanted to start a new deal instead of informing me of how this happened.
I purchased a vehicle from Stevens Creek JCD and signed the contract on 01/28/13 and was told it would be there the following morning. Called at 1pm on 01/29/13 to see if vehicle was ready and I was told they would call back. Decided to swing by dealer so I could see the vehicle and as I arrived was approached by MGR saying my vehicle had already been sold, but they could sell me the exact one minus the color that I had wanted. No apology or communication had been told to me up to this point and immediately it was about giving me a better deal on another vehicle. I did not want another vehicle. I wanted the EXACT vehicle I had ALREADY SIGNED A LEGAL CONTRACT with and was told it was going to be there for me in the morning. My wife was set on an Orange Crush Jeep so the sales MGR ****** ****** said they could work a deal on the more expensive rubicon in the color that I wanted. Again no apology or explanation on what happened to the first vehicle other than it happens. I asked to see the time stamp information on when vehicle was sold and to make sure it had in fact been sold around the same time and not a BAIT AND SWITCH type of scam. This was never answered. They insisted on a better deal. I left with the rubicon paying around the same price because they found me a better deal with financing from 5.77% to 2.99%, so they didn't really lose anything, except my payments went from 72 months to 84 keeping the around the same monthly maximum I had the first agreed to on the first Jeep that I had purchased and they did not have. I left with a bitter taste in my mouth after having to waste five hours of my day dealing with something that could have been communicated to me earlier. When I went to leave in the vehicle I had to wait another ten minutes while they filled it with a HALF tank of gas because the four hours I was in the finance office apparently was not long enough to get this done. I was done with this dealership and upset over how the whole situation was handled with no apology or explanation and immediately it was about selling me in something I didn't want and not explaining where the car we had signed for was.After driving it for 30 miles the next morning the traction control warning came on and I lost throttle, so I had to bring the vehicle down to the service counter. They asked me if I wanted a ride home and I told them after my lack luster experience I was really unhappy that I was already wasting another afternoon with a problem on a new vehicle. I was told to talk to Amir Farsio the operations manager.I walked in and saw Shawm ****** the general manager and let him know after my experience yesterday that it was ridiculous that his jeep was already experiencing problems. ****** wanted me to take a rental car right away to get me away from the counter so other people in the shop would not hear what I had experienced thus far. Same game as the day before once they realized the problem they wanted to give me the keys to the rubicon, so no one else would over hear that they had messed up. ****** kept telling me that it was common that something would go wrong and there is nothing they can do and they really helped me out thus far. I asked to talk to Amir and he gave me a song and dance about how Amir was not there. He did not want to give me Amir's phone number or contact information and after talking for five more minutes he refused to help me any longer and then Amir walked over and I thought after all my troubles that he would at least be sympathetic. Amir basically told me to be quite, or leave the premises because I was distracting his employees. He then threatened that the bank that got the lower financing may magically say I was no longer qualified for the lower intrest rate and that they would take the Jeep back. He said if I was so unhappy with their service why did I buy the Jeep. It was the only Orange Crush one in the BA that did not have to be delivered, or ordered from afar. The wife wanted an Orange Jeep !
I am not content with the vehicle "accidentally" was sold from under us. I signed a contract with the terms and the exact jeep that was MINE. I could not break that contract if I tried, yet it was no big deal to them. This deal wrecks of a BAIT and SWITCH and I want to ENSURE that this vehicle was in fact sold Monday 01/28/13 to an INDIVIDUAL and not another dealer, or AT ALL. If the information cannot be divulged to me, someone from the BBB can review the information and ensure it was sold twice at the same time and let me know. The dealer would NOT help me out with any of this information, nor offer any apology. The threat of calling the bank and having my financing cancelled was a huge blow as well. Amir did not have the time to take me into an office AWAY from any customers or employees like a consumer oriented individual would, but told me no less than three times that he was too busy to talk to me because he had heard what I was talking about for ten minutes behind the counter and that they gave me a better deal than I was going to get anywhere. No apology that they had SOLD the vehicle I had entered into with a legally binding contract, No apology that I had to find out the way I did, No apology that I had to waste two days and one afternoon on their error and only thing he wanted to say was the fact that he lost his **** on a Rubicon that I should be thrilled to have. Amir told me that I needed to sit down behind the desk and be quite because I was wasting his employees time. No concern over my lost time over the previous days, or that I was in fact a CUSTOMER wanting to talk to someone higher than ****** who was of NO HELP.
I am not looking for a settlment, but this dealership has a 1 star review on YELP and I can see why. This service was UNACCEPTABLE and I was SHOCKED to see AN A(??!!!) rating from the BBB. I agreed to the new terms of the RUBICON and I am a HONEST man of my WORD, so I will honor that. Unlike the DISHONEST practice at the dealership.
I want to know what happened to the original vehicle. I have the original contract dated with the VIN number SIGNED by the dealership and me. Them brushing it off like no deal and insisting I get the same jeep in a different color IMMEDIATELY without showing me any evidence on the contrary is too fishy. I want to ENSURE this was not a BAIT AND SWITCH because that is ANOTHER ISSUE completely on top of their INCREDIBLE LACK OF CUSTOMER SERVICE.
The fact that the head of operations (Amir) is TOO busy to talk to someone that his company MISLEAD and then still PURCHASED a $40k vehicle is MIND BOGGLING. Amir basically stated I needed to deal with his underling ****** and walked out. Nice to see how customers are treated once they have your money. Wow. Just WOW.
The Jeep is mine and I am not looking to get out of the contract. I do want the BBB to investigate what happened to the original vehicle because that is unacceptable! After all the stories changing about where the vehicle was and how I was treated, looking up the history of this dealership, I find them not having the car I had originally purchased too odd. If the title on the original vehicle purchased does indeed show that it has not been sold, or was sold to another dealer rather than a purchaser, or sold in a time frame where it doesn't make sense that they sold me the car on 01/28/13 because it is exactly what I wanted when it was "sitting in the stone ridge storage facility 45 minutes away" this is indeed a BAIT and SWITCH and a far bigger issue.
Business' Initial Response
Mr. ****** ****** came to our dealer ship and purchased a car which it would needed to be brought in from another dealership near Sacramento . Our sales manager on duty told Mr. ****** that it will take few days to get that particular Jeep with the color that he was interested in . We always explain to all our customers that we need to have at least up to seven or 10 days to get the car .And the reason is sometimes the car may arrive with a dent on it ,or it may not be available right away . At this point we loan our customer a car or we will gladly provide a rental car at no cost to them till we get the car . Everything was explained to Mr. Amnet and he know that it will takes days to get the car for him . Unfortunately he had no patient , the following day before noon he shows up at the dealer ship and ask for his car. The Managers on duty explained to him that it will takes more time to get the car . He started yelling and raising his voice and demanding with a very unpleasant request that I want my car right now and I will not leave till I get my car .
I listened to the whole conversation which it took place at the showroom floor of the dealership among many customers . I apologized fro Mr. ****** ****** more than ten times . But he would not give up , I told him if he is not happy with us , we can gladly cancel the contract . At his point ,he requested for the top of the line Jeep Wangler with the same color "Robecan" . Which we had one at the dealership . At this point he wanted that car with the same payment . That was unfair and it was not reasonable , but I told him give me some time to send your car loan to a different bank and request a lower interest rate , may be we can get close to the same monthly payment . He agreed and he was very exited to get a much more expensive car with the same monthly payment , however after 2 hours negotiation with various bank due to his limited credit , and a huge discount from our dealership we were able to satisfy his request . At this point Mr. ****** ****** was very happy and left the dealership . The following next day around 11 o'clock he showed up in front at my desk yelling and screaming ,using very bad languages that my engine light is on . I said I am very sorry but leave your car at the service department and I will be glad to provide a rental car at no cast to you .But he again started yelling and using bad languages right in the showroom floor , where we conduct business and he mentioned that he will not leave my office .At this point Mr. Farsio showed up and he offered the same service . Mr. ****** ****** started yelling and screaming again . We told him if he does not like the car we will be glad to cancel the contract . I even offed him a three yeas of free oil change . He did not accept the offer and started yelling at me at the showroom floor . At this point we asked him to leave since he was interrupting our business .
Customer service is very important to us . I am very sorry and I apologize if Mr. ****** ****** did not have a good experience purchasing a car.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I was willing to drive to Burlingame to pickup the vehicle I wanted, but that dealership had enough heart to call me while I was half way there to let me know they had messed up and the car was not available. I went into Stevens Creek Jeep and asked if they could have the vehicle. I was told it was in a storage garage nearby and if the credit checked out they could possible have someone drive it over. After we signed all the paper work it was later in the evening and they said it would be there the next morning. The only reason I showed up to the dealership AT 3PM was because I wanted to see the car that the sales manager had said WOULD BE THERE!!
There was no mention of a ten day period to get the vehicle as stated in my previous complaint I did not make up the name of the dealership that is was LOCATED AT IN DUBLIN that was told to me repeatedly. I arrived on the dealership that day under their FALSE PRETENSE that my vehicle was going to be there like they had said repeatedly while making the deal and then they tell me THEY MADE A MISTAKE.
This is not even close to an apology and the fact that they are blaming this on me saying they told me the vehicle was in Sacramento and that they told me it would take ten days IS ABSURD!!
I'm not even sure "Robecan" is a vehicle. The apology and response looks like it was hastily put together, so they can keep a good BBB review.
I asked Mr Farsio to take me into an office to discuss the matter, but he didn't have time, nor did he want to, but the other customers standing in the lobby the day the check engine light went on were all EMPLOYEES! Very bad business practice to deal with customers in the open.
The dealerships above statement is FALSE. I was never told it would take ten days. Apology not accepted.