Before I get into the review, I want to mention that after I posted my original review on this website, the owner of CarOn contacted me to apologize for my negative experience at his dealership, and to try to resolve some of the problems I had. I really appreciated this. He was polite and seemed genuinely concerned about my experience. After he contacted me, it has improved my view of the dealership and I have updated my review to reflect that (Improved customer service and friendliness scores). The details of my experience are below:
I saw a car I was interested on their website, and went in later that day to have a look at it. At first glance it seemed ok, although it could have used some additional cleaning on the inside as the dash was dirty and there was stains on the ceiling. Sitting in the car, I found a few things broken such as the interior lights not functioning, which was disappointing. Otherwise the car was what I wanted, so I put down a deposit.
I had them bring the car to my mechanic for an inspection. The mechanic immediately found many issues with the car which the dealer had not mentioned to me: the e-brake was not working, the rear bumper was involved in a collision (but had been repaired), paint was peeling off the back bumper, the AC condenser was torn up and falling to pieces, the rubber drive belt had a groove worn into it and was close to coming apart. I was not pleased to hear that the car had been in a collision despite the dealer saying the opposite (and it didn't show up on the carproof report). It is hard to believe that the dealer did not know about at least some of these problems as it did not take my mechanic much time to find them. The dealer claims the car had already passed a safety test, so it is unclear how the ebrake ended up being faulty, as that would not have passed a safety test.
After some back and fourth, they claimed they would fix the problems that the mechanic found if I followed through with the purchase. I told them that I wanted them to pay for the next inspection (I already paid $100 for the first one), as a show of good faith, since so many things were found wrong with the car the first time around. They refused, so I chose not to buy the car. I found it unreasonable that they wouldn't put a little bit of money towards fixing a bad situation with a customer, and cementing such a large purchase. I also had doubts that they would fix the problems properly, so I didn't want to pay for a second inspection just to find out that the car is still broken.
I found the sales person I interacted with to be very friendly and quite helpful. Of the two managers I interacted with, one was not as friendly as I would have liked, and the other used a lot of pressure tactics to try and convince me to buy the car. After talking to the second manager, I had agreed to buy the car (this was before the inspection), but I left feeling unsure and lacking confidence in my decision. I feel that if that manager took a more relaxed and less pressuring approach, I probably would have left happier and feeling more confident.
On a positive note, when I called and told them I didn't want to buy the car, they refunded my deposit it in full and didn't make it difficult.
I also want to mention that they add a $200 fee for the "30-day unconditional money back guarantee" that they advertise everywhere. Their website gives the impression that you get this guarantee for free, but its clearly there on the invoice adding an extra $200 on top of the price of the car. I feel like this added price should be part of the price of the car on the tag, as it appears to be mandatory.