Greenbrier Volkswagen Complaint - Lack of Integrity and candor

Review by Doc Hoy on 2009-06-22
CHESAPEAKE, VIRGINIA -- Visited GV to purchase a used truck. Truck was cherry, price was right. I asked the salesperson if there would be any charges to add to the cost of the vehicle plus tax, registration, and tags. I was merely trying to find out what the truck was going to cost me. (A logical question, I thought.) I was told, there were no additional charges. I know that many (but not all) car lots charge a processing fee. So, I verified for a second time, the amount I would be financing, the amount I would be paid for my trade-in and the fact that I would be writing a check for tax, registration and tags. I then departed the showroom to handle my end of the deal.

When I returned to close the transaction a $449.00 processing fee was added to the contract. The salesman protested that "all dealers charge a processing fee." I responded that we had discussed the specific parameters of the deal, shook hands in agreement and that the deal did not include this fee.

I took this event to be an insult to my intelligence, an indication of the salesman's and perhaps the entire operation's low sense of integrity and a thinly veiled attempt to extort more money from me. I told the salesman, "I am not going to do it." and departed.

I expected a call from the salesman offering to back out some or all of the processing fee but it never came. I assumed, that another buyer had purchased the truck. No so! The truck was sitting on the lot yesterday (Sunday). Now I am convinced that the salesman is simply too embarrasssed to contact me because he knows he was being less than honest.

While $449.00 is a very high processing fee, I fully accept that dealers charge these fees which they call processing fees, document fees, prep fees, or any number of distractive euphemisms. In truth the fees are one thing and one thing only. They are profit. I have bought enough cars to know how it works. If the salesman had simply answered my question honestly, I would be driving that truck today.

I subsequently bought a similar truck at what turned out to be a slightly better deal at a dealership which told me straight away, that they included a 295.00 processing fee. But once we started negotiating, this fee simply went away. It became part of the bottom line. I have no knowledge, nor do I care if they reflected a processing fee in their report of the transaction.
I bought from them because they were honest with me. Something I did not get from Greenbrier Volkswagen.
Comments:4 Replies - Latest reply on 2009-06-22
Posted by Slimjim on 2009-06-22:
I don't blame you for bagging. I would have done the same thing.
Posted by Anonymous on 2009-06-22:
Always great to read about someone that stuck to their guns and walked out the door.
Posted by Anonymous on 2009-06-22:
Good job!
Posted by Anonymous on 2009-06-22:
those are the kind of Dealers the automakers should be shutting down not the honest ones.

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