I went to the Volkswagen dealership in Richmond Hill in Ontario located on 10440 Yonge St, right beside the Mazda dealership. I walked inside the VW dealership with my wife and I was greeted by a young guy by the name of Drew Smith. The first couple of minutes I spent looking at the car and asking some general questions and everything was fine.
Then when we sat down to go through the numbers, he started acting really obnoxious, sarcastic, and rude. I asked him whether the warranty is included in the price or if it's extra, and instead of answering my question, he would yell back I don't know what kinda dealerships you've been visiting in the past, and he would shake his head. Then again I asked him whether the lease rate depends on your credit history, and again he yelled Man, where have you been in the past?!!! This went on and on, every time I would ask him a question, he would utilize that opportunity to bash other dealerships, and to criticize me for going to other dealerships.
Then finally it got to a breaking point when I asked him a question about returning the car at lease end, and any costs that would incur if the car wasn't in perfect condition. He then blatantly yelled out in front of my wife To be honest with you, I don't fuc*in know! How the fu*k am I supposed to know. It was extremely unprofessional for him to behave in this manner and to swear, especially in front of my wife.
I was extremely shocked that he did that, and I was extremely offended that he swore in the presence of my wife. And also, if he wasn't sure of something that I was asking, he should have found out and asked somebody or looked it up, instead of just saying I don't fu*%in know. Obviously if I'm asking, it means that its important to me, it doesn't take a genius to figure that out.
Also, I know that certain companies offer unlimited kilometers on a lease, and when I asked him about that, he clearly lied to me and said Nobody does that, are you stupid, nobody would place themselves in that situation because what if you walk out and drive to another city, and come back with 300, 000 km at the end of the lease term? Nobody is stupid enough to assume that risk! I know for a fact that premium companies like Lexus and Mercedes Benz do offer this option, so then I advised him of that, and then he proceeded to say that they must use an outside leasing company to do this, and they would charge you ridiculous rates like 29%, or 30%. I'm certain that they don't charge that high of an interest rate to compensate for unlimited km's. It seems that every opportunity he got, he would use it to bash the other car companies.
Then finally, after we went through the numbers and it was time to take a test drive, he just got up and walked outside without even telling us to wait a minute or without telling us that he'll be back. Then, to be even more discourteous, instead of coming back inside and getting us for the test drive, he just waved for us to come outside from the window, talk about being lazy and rude.
I wanted the one with the leather package, and he got a cloth seat model for me to test drive. I asked him if he has one with the leather that I can test drive, and he said, No, we cant allow all of our models to be test driven, how would you like it if you bought a new car with 10, 000km on it!!!??? Now I don't know if he is just plain stupid, but I don't think he has heard of the term Demo model. Demo models are vehicles that the dealership uses for customers to explore and test drive, and sometimes they are also driven by the managers as well, and are sold at a discounted price afterwards to compensate for the added kilometers. Any reputable dealership would have a variety of demo models to be tested, and it was extremely stupid for him to even ask me whether I would buy a new car with extra kilometers, because that would make it a demo, not new.
To make things worse, they also didn't have a 5-speed manual as well, and I wanted to compare the two transmissions. Based on the salespersons actions and statements, it seemed that the dealership was really cheap, and they didn't want to have too much demo models for customers to take a look at.
I'm currently driving an older Infiniti with an extremely powerful Bose sound system, and I consider the quality of the sound system an important factor when purchasing a vehicle. So as I got inside the VW Jetta, I put the bass up and started to crank up the radio, and all of a sudden he just lost it and started yelling in an extremely aggressive manner Whoa whoa whoa, what are you doing!? I was extremely shocked at his verbal abuse and disrespect.
No customer should have to put up with verbal abuse like that from a salesperson. I told him I'm not going to buy a car if I can't test the stereo system. He then said Well there's one thing to test, and another to abuse the car. He then proceeded to demonstrate the stereo to me with the bass turned totally off. I always have the bass to the full in my Infiniti, at lower volumes, or cranked up, plus my Infiniti is 10 years old, and I have yet to encounter a problem with the stereo or the speakers distorting.
His actions only proved to me that the Volkswagen stereos are garbage and cannot withstand high bass at lower volumes or high volumes. As you might expect, his demonstration of the stereo sounded very bad with the bass turned off, and that was a contributing factor in my decision not to purchase the vehicle.
Also, when we got back to the dealership, I got his business card and I called the General Manager to complain about the poor service I had received, and the General Manager of the dealership actually had the nerves to tell me Well, my office is nearby his desk and I didn't hear anything like that. Can you believe that, he actually accused me of lying!!! He was in his office the whole time, never at one point did he come out to listen to our conversation. He then asked me What do you want me to do about it?!?! Well its not my problem, its his problem that he just lost a sale, and it seems that he doesn't care about losing customers, or treating them right.
Overall, it was a very negative experience for me and my wife, and the General Manager made it worse by accusing me of lying, and by not apologizing to me or taking care of the situation. That only proves that the management promotes such behaviour. The salesperson, by the name of Drew Smith was extremely arrogant, irresponsible, disrespectful, and extremely rude. I strongly suggest that if you want to have a positive car buying experience, go to a dealership that actually cares, and doesn't bash other dealerships, and actually values your business and treats their paying customers with respect.
NK
Mississauga, Ontario
Canada
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