To start off, my partner and I purchased a brand new vehicle 2 week prior to us moving to Memphis. When we took delivery of the car, the vehicle had not been detailed prior to us arriving to pick up the vehicle, even though the two week notice and down payment had been taken care of well in advance. Immediately after looking at the car, the salesman noted that a paint chip was found on the vehicle. Not a huge issue, but one that could have been avoided had the salesman actually did his job in making sure the care was ready for delivery. Now, going over the paperwork with the finance officer, we asked about our maintenance package. The gentleman informed us that we donāt need to do the factory recommended maintenance on the vehicle, all we needed to do was just an oil change and tire rotation. I asked if there was a package that included all of the recommended maintenance, and he told us that our package covered everything that the vehicle needed. Because I work in the automotive industry, I knew the questions that were important to ask so that we received the correct services included (fluid services, scheduled maintenance, etc). Now, 6 months after purchasing the vehicle, we find out that our package only covers the cost of the oil change and tire rotation. I was not very happy at all to find this out as I was under the impression that all services that the vehicle needed per manufacturer recommendation were included as this is exactly what I asked. Firstly, we attempted to speak with our finance representative, who said what he meant by fluids was to ātop them offā if they were low, not the services. When we asked to speak to someone higher up, he refused and said āgo find them yourself. Iām done talking with you.ā We attempted to speak with the management team (who were very kind) at the dealership and were told that our only option to rectify this situation would be to just refund us the money that we paid for the maintenance package and forfeit the maintenance. They do offer a package that included every service needed on the vehicle, but we couldnāt get it on our vehicle now that we have nearly 10k miles on the vehicle despite us offering to pay the difference out of pocket. The finance director admitted they offered us the wrong package, and yet nothing could be done. This is quite possibly the worst purchasing experience that I have ever seen. I have worked at a dealership for the past 5 years, and still do work at a dealership. Every other time anything like this may have come up, the dealership stepped up and did what was right for the customer. Not here, they are only concerned with the dollar signs. An additional point to make is that the dealership, despite the car being in my partners name, would only contact me. She never received emails that she was supposed to with required paperwork when asked, but did receive emails about recommending Autonation to friends and family... If you want a truly exceptional buying experience, DO NOT BUY FROM AUTONATION!
Jeffrey Robin
Feb 7, 2021
AdChoices