Just came from the dealership. My wife wanted a different car after 5 years. She was looking at Jeep Cherokee's and Lincoln MKC's. They had a few, found an MKC she liked. We brought her 2011 Jeep Wrangler 4 door hardtop Unlimited with 2" lift, oversize tires/wheels, fully loaded with 59K miles and super clean. KBB trade in value was $20L to $23K. The sales guy wrote everything up to see what they would give for trade. He came back after talking with his F&I guy and offered $10.9 trade in value. ARE YOU KIDDING ME! I confirmed what he was saying and he told me that he had dropped the price of the MKC by $2K. So where is the disparity of $10K. Even the Nissan dealership across the street offered $18.2 and he said that's because Nissan pads their prices. I'm sorry but this is 2020 where most buyers have access to this thing called the internet, where a great deal of research gets done before we step on the lot! I got on the phone and explained everything to my buddy who is has been an F&I guy in CA for 20 years. He said the guy was jerking my chain and to walk away. So I explained to the sales guy, 1, the offer is insulting. 2, you'll sell the Jeep with how it looks quickly and for about $24K, not to mention how many buyers it's going to attract on the lot. I didn't appreciate being insulted and demanded our keys. He starts the car sales SOP, saying that he has to go get the keys but when he walks to the F&I guy, my wife sees him pull the keys out of his own pocket, so now he's a liar too. Then he comes to us with the key and says his boss made a mistake and thought it was a soft top not a hard top and he reran the estimate and magically came up $6K. If I plug in the details on KBB.com and compare soft top to hard top, the value is less than $1K, so where did they come up with $6K for their mistake? I'll tell you where, out of the fact that I told him he was insulting and was losing a sale. So then the sales guy, trying to save the sale says, sell your jeep outright and come back. I told him you will NEVER see me on a Bill Luke lot again! If that's how you treat people, by taking advantage of them, then you can KMA! Now I know we aren't going to get private seller pricing on a trade in and I know some dealerships will be higher and some lower on trade in but this was the most insulting experience I have ever had at a dealership and I've sold cars for a little bit years ago, so I understand some of the process. Of course we didn't have as educated a buyer back then because of how the internet information has exploded. So I'm putting this out as a combat veteran and retired police officer, to any of my fellow vets and first responders, don't waste your time at Bill Luke dealerships!
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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