Originally Posted by Ch28 (Post 8876338)

My parents ended up going back to the original car with the scratches and hood dent. They already fixed the hood dent when we went back the next day, and it looked perfectly fine with no marks left on it. Parents decided that they could wait for another car, because the replacement car was obviously scratched the fuck up, but it wouldn't guarantee that they'd get one without defects. I laid out the pros and cons of the situation and they just decided that it wasn't worth the hassle.

The dealership agreed to fix the scratches, provide a courtesy car while it's in the shop, lifetime oil change for $470 (down from $799), an additional tank of gas when the first tank goes empty, and 2 more of the Honda wash kits.

We understand that shit happens, but it's how you deal with it that really determines whether you're instilling confidence with us. Had the replacement car been brand new like it was agreed upon then it would've cost them less money. It was really how the financial business manager went back on his word 15-20 minutes after telling us that he'd be able to get us a refund that really fucking pissed us off. I'm sure that most, if not all, of you would feel the same if you were in our shoes.

I have to admit that our salesman, Travis, did a great job at correcting the situation given that he's only a salesman. There's only so much you can do when you have to ask your superiors to help 'fix' the situation that was no fault of yours.

Was our car buying experience enjoyable? Fuck no.
Could they have treated us without lying (business manager)? Absolutely.
Are we glad that we finally got our car and got this over and done with? Definitely.

Originally Posted by Funnel (Post 8876792)

Even if your parents do not read, there is always 10-20 days to cancel most of the add-on product that the dealership can not say no.
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Originally Posted by Funnel (Post 8876792)

It's out of topic but it seems everyone is bashing Finance/business managers.

For most of dealerships I've been working with, business manager can't do shit. Most of the final decision will be made by Sales manager or higher such as General Sales manager, General Manager, or even dealer principal. Business managers are often the bad guy to tell customers the decision, then sales/sales manager will come out and resolve everything if customers do not agree with business manager.

As for up selling, customers have all the right to say no. It's just like MacDonald to upsize your value meal. Of course there are always bad practice which some business manager will squeeze the product when you sign the agreement. If you have question in mind, read the agreement before signing, most agreement will state that all insurance, warranty are optional. Those products are not required to enter the contract.
Even if your parents do not read, there is always 10-20 days to cancel most of the add-on product that the dealership can not say no.

To the OP: glad to hear everything has been sorted out. Not saying all dealerships are good but at least bigger dealership tend to care more about their reputation than small broker or used car dealers.