I know this should be in the "Dealer" section but I thought I'd throw this out there for general discussion. So how many of you get tired of getting the run around from dealers, whether it be service, sales, or whatever? I'm amazed that the car business has no progress in the last 50 years. Every other retail business has been forced to change to evolve to a customer service oriented style, due to demand and competition. Why is this not true with automobile dealers?

When I was in college, I worked for a small town dealer (American brand-not Ford). Granted, we weren't the cheapest place to buy a car. People could go to the closest large city and get a better price. However, we provided a level of service that was second to none. Hence, customers came back over and over, even though they knew they would pay a higher price for their vehicles. We treated all customers, but especially repeat customers, like VIPs, both in Sales and Service. There were not gimmicks. The price we offered was the price paid, pure and simple. It was at a point between MSRP and invoice that was fair to both parties. For financing, we used the OEM finance arm and a local bank. Customers were free to get their own also. Again, no games, warranty goofs, etc. It they wanted a warranty, we'd sell it, but not push it.

This type of business just doesn't seem to be around anymore. Sure, all dealers try to claim they are 5 Star and all that BS, but at the end of the day, they all seem to be the same.... greedy and complacent. And they wonder why they go out of business? I don't get it

Thoughts?

 

The type of dealer you describe, we dream about. I have never minded a dealer making a profit off me. I expect them to as I want them to make money and stay in business. I just don't want them playing me for a fool and trying to make the killing off me. I always go in telling them that I have a good idea what the vehicle cost them and what a fair price shohld be. I tell them to give me a price that is fair and that they have one shot, I don't like to haggle. You would not believe how many still try to play you for a fool. I just turn around and walk when that happens.

Hey, they have come a long way. Heard an ad on the radio telling me to come in and visit with one of their professional Automotive Ownership Consultants.

 

My dealer is awesome. I can only use them for service though as they will not deal on any vehicle I've ever tried to buy. I can remember quickly that between me and my parents we've bought 12 vehicles and not one has come from the Ford dealer in town. They have a great service department though and they are a big reason we stick with FoMoCo products.

 

And you have a Stewart-Haas emblem in your signature! J/K.

 

I don't care what he drives, I root for drivers not cars.

I actually liked it when he drove Toyota's because it absolutely pissed off all the dumbass rednecks back home.

 

Here in Hell's Foyer (Phoenix), we have some dealers that I only go to if I absolutely have to, and one that I avoid at all costs. After what I went through at Earnhardt Ford (long story that involves police and kidnapping accusations), I make it abundantly clear to steer clear of this 'dealership'.

The one dealership that I have do dealer service and have bought from in this area is Sanderson Ford in Glendale. They are a good, old fashioned, family owned and operated dealership. Any dealership that treats me with respect when I arrive, and doesn't pressure me to buy, and will search a 1000 mile radius of dealers to try to get me the vehicle I want can't be bad. And their 'Skyliner' grill serves good food while you are waiting for service to be done. Can't beat that.

 

That is what I'm talking about AZ Bill. Getting treated with respect from all areas of the dealership. Sure, they respect you when you are writing a big check, but not so much afterward, whether that be in Service or elsewhere.

I laugh when they want a "5" on all of the survey questions. If they provide "5" service, they will get rated as such. Otherwise, no. It that is their "report card", then they should earn it like the rest of us.

My question is this. Why do they think they have to play games to be profitable? I would love to have the resources to open my dream dealership and see how many customers I can steal away with some basic changes.

 

I drove over 100 miles to buy my truck at my preferred dealer in a small town like you describe. I have x-plan, so I can buy it for the same price anywhere, but the service at this particular dealer is excellent. My brother lives in this town and is friends with the owner and I am sure that doesn't hurt anything either. Dealer even met me at 9pm on a Friday night the day my truck arrived after being ordered. Talk about service. If anyone lives in or near South Arkansas, give Smackover Motors a shot at your business. If they don't earn it, it won't be because they don't try.

 

My last experience with my local dealer, was the parts department.
My ignition lock cylinder had broken, so I bought a new one. Good ole Joe (the only one that knows how to cut keys with the serial number) was on vacation. So I fixed up a screwdriver to crank it with until the dude got back. So he keyed my lock for me.
I tried to get it in the ignition switch and it wouldn't go in. I worked with it for a day or so because I know how they go together. It just wasn't working right. So I go over to a friends house that owns a locksmith company and show him the problem. I left my truck there with him for the next day.
He called me, and had me come pick it up, an when I asked him what was wrong, he laughed and said go ask the parts dept. Well it turns out they had put the plastic chime striker on the cylinder backwards. That is just one of many stories I have on the dealer.
I just figure out how to fix things myself, because they are just not worth the effort.

 

I don't buy any of my vehicles from a dealer unless the salesman happens to be a friend of mine. I can't stand the games and all the hidden fees they nail you for otherwise.

I haven't found one dealer around here that doesn't treat you like a moron. I do 95% of my own maintenance just so I don't feel violated afterwards. How do they justify $120.00 an hour for labour? It is funny how everything takes them least an hour and I was recently charged two hours to reflash my PCM. Really? You fricken crooks. I am betting it took the tech 30 minutes tops and that includes driving it in and out of the bay.

 

I guess I'm lucky. The dealership I buy from and me have such a good relationship I haven't even seen the last 4 trucks I bought from them until I went to pick them up. I deal with an owner and he knows I take care of my trucks so he's not taking a pile of junk in for trade. I buy at $300.00 over his invoice and he gives me wholesale for trade in. We've been doing that for over 24 years now. No games and the last truck it took me 45 minutes from arriving at the place to driving out with the new truck. Most of that time was talking about his wife's obsession with Ebay. The service department always runs the truck/car thru the computer looking for recalls. Any updates are done right then and service is tops. I've never even heard of a complaint about the service department. I guess it's because it is a small town dealership and everybody knows where the owners live, their kids, and their home phone number. And if they're not at home, just swing by the golf course. They take care of business.

 

Dealer holdbacks is another trick of their trade. The Corporate holds back a percentage from the invoice, so they can tell you "Look this is $300 over my invoice". they are still making 5% on top of that.

 

I'm aware of the holdback and the advertising allowance that the dealer gets. The guy has to make a profit or he won't be there next time I need to buy. I think what he makes on the deal is reasonable. Selling below cost and making it up on volume doesn't work. He still beats the big town dealers and I don't have to spend the day hassling with a moron that can't answer any questions without approval from his boss. Works for me and I'm happy.

 

I'm right there with you, and agree, they have to make a profit. I just don't like their methods. I hate it when a Dealer shows me an invoice and talks trash. They end up not selling me anything.

 

I agree Labnerd, that is what I'm talking about. The price you pay is fair to all and there is nothing wrong with that. And, you don't have to deal with morons, as you stated. I hate having to pay a commission to some dunce when I always seem to know much more about the vehicle than the sales person does. Of course, they come an go weekly, unlike the sales person (correct, only one) at the dealer I worked for.