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Bad time with sales team, should've escalated - JackE
4 days ago, I emailed Brad McCann and said that I would be willing to pay a certain price for a certain build of truck. I told him that I knew the MRRP, the current discount etc. but I had a budget. I said that if he could sort the price, I'd come and sign on the deal within a few days. I didn't play any games, I didn't purposely offer low in order to meet him somewhere in the middle, I was a boring client and chose to be direct and give him my exact budget.
Brad calls me the next day, we go back and forth on the phone, I agree to remove 2 pieces from the truck build, and he's fighting for the price I want with management. We go back and forth, he takes my credit card information, charges $2,000 for a deposit and says we have a deal. He sent me a congratulations message and all seemed great. We were very happy.
We live just outside of Winnipeg, and the drive to Steinbach was 50 minutes. I had already made it clear to Brad that we weren't going to make the drive out to Steinbach unless we'd agreed on the deal.
So we made the drive out there, we got a babysitter for our 11 month old, and we were excited to get things signed & the truck ordered. Upon entering, we were greeted by a nice lady who was sent there by Chrysler. She asked some general information about us, copied down details from our licenses and then asked for our Social Insurance numbers. I won't criticize here because this may be acceptable for a lot of people, but this blew my mind. We hadn't even met with the salesman and she was already trying to grab our social insurance number for her guest sheet.
Anyway, fast forward 10 minutes and Brad comes down to meet with us in his office. He shows us the initial contract which has the number we agreed on... But he'd added an interesting additional fee. You have the vehicle price, then you have the taxes, and then there was this curious extra free. I enquired about it and it turned out that it included a $500 admin fee. He told us that he wasn't making any money on the sale, and that the company would likely pay him $100, but I wonder what that 'admin fee' was for... I'm speculating at this point, and I can't know anything for a fact, but I'll let the reader of this review make their decision on what they think that admin fee was for. Despite the fee (that was never mentioned), I sign it. Brad seemed like a genuine guy and I have no reason to doubt him.
Fast forward past a low ball valuation of our trade in (I understand dealerships need to make a profit on trade-ins, no hard feelings here) we were finally upstairs outside the finance office. We were there for a significantly long time, and we were excited. Myself and Brad were talking and all was well. We then had Bonnie Funk come upstairs and show us a piece of paper that they just found that says they can't guarantee the price since it's a factory order. So this was a dealbreaker for us, but they said that there was still hope. They said they were going to call 'head office' and see if this can be done. We went for lunch and they said they'd call us. We were gone to lunch for 1-2 hours and received no call. We went back there, Brad met us and then asked Raymond Dueck (General Sales Manager) about this. He flat out said this can't be done. This was after we'd driven to Steinbach and been at the dealership for many hours. Why were we there in the first place if this deal couldn't be done? Because they wanted to groom us into purchasing from their inventory.
Edit (29th April 2019): I've exchanged emails with the general manager and he's said that the price protection confusion was a mistake by management and they should've known. He offered to rectify the situation and offered what we were originally promised because he cares a lot about their reputation. Admittedly, the general manager was the most reasonable person we dealt with. So in hindsight, I should've rejected the sales manager's blunt attitude and asked to speak to the general manager instead. Lesson learned.