Initial conversation over email through TrueCar was exceptional, until Kane Hwang took over. First, they silently tried to sneak in extra options and warranty into the price, and made it painfully long to prepare new sales paperwork when i refused to pay for it. During the loan application i have asked for my credit check only to be sent to BECU, and they have sent it someplace else (direct violation of the signed papers).
Then, they sold me the car that they didn't have and it took ME 3 days of emails and calls to find this out. No response to calls or emails apart from one-word responses.
After escalation to Kane's manager, they have finally found a different car with different options and reduced price, although paperwork they sent to BECU stated original price.
Finally, after all the corrections of paperwork and final sale of the car we made an agreement that they will send my license plates to my home in Bellevue. No updates for nearly 6 weeks, no response to emails to any of their sales managers. Just called them and they had the plates since March 15th (1 month after purchase), and they have recorded that they made a call on that day (lie), not a single call or voice mail from them in a month. Now, over the phone they said that they will mail it today and tomorrow. Let's see if this takes them another month or not.
I purchased my Jeep on a Saturday Aug 19th. I later noticed that the steering wheel was not aligned properly. I brought it back the next day to have a service person drive it and he agreed with my assessment. I scheduled another appointment to fix the steering wheel and when I went to pick it up, my salesman said that they didn't find a problem with it. I insisted that he drive it and he agreed with my assessment, as well.
Also, while driving I went to use my windshield wipers at only 432 miles, on a new car, and I got an alarm that said, "Washer Fluid Low." This basically told me that the PDI (Pre Delivery Inspection) was NOT performed. I talked (and sent texts) to my salesman numerous times and told him that I wanted proof (photocopy or receipt) that a PDI was completed on my car. My seasoned salesman sent me a text asking, "What exactly do u mean by PDI report?" Seriously, he didn't know what a PDI was?!?! This should be the very FIRST thing done when the car arrives to the dealership.
I scheduled a 3rd appointment to address the steering wheel problem and for them to perform a PDI. I was sent a text by my salesman that my car wouldn't be ready until the next day. I called him immediately and he told me that, "Their service department tried to fix the steering wheel, but were unable to and that they had to send it "somewhere else" to fix it." Hopefully they sent my new car to a reputable and Jeep authorized business.
I received a call from him later that night telling me, "Good news, your car is all done and ready to be picked up!" When I got to the dealership my salesman informed me that they, "Didn't perform the PDI." I told him that I was "Not coming back again." That would've meant a 4th visit back to address something that should've been completed before I had possession of my car.
On a side note, the inside of the car was not cleaned at all. The inside of the windows were filthy. You'd think that when purchasing a $43,000 car, that the dealership would AT LEAST have the car in showroom condition. And after 3 visits, the car was still not completely cleaned. And I even had to peel off some of the stickers on the inside.
The good news is, that I took my Jeep to another dealer and they performed the PDI for me, for free. Needless to say, I will NEVER buy or bring my car to Bud Clary EVER again. And I will definitely let others know about my experience.
Worst part is my family did not speak English fluently and i have a feeling the dealership was trying to con my family.
Im sorry to hear about the poor customer service you received. I will be speaking with the person you were working with and would like to discuss this issue further with you, My number is 253 833 2485
Thank you for filling out the survey. We look forward to seeing you again.
It is great to hear feedback from our customers. We look forward to seeing you again.
Thanks for your feedback, we appreciate it Mark.
Thank you for your feedback, We are working extremely hard to make each and every customer feel welcome and valued. We look forward to seeing you again.
I'm glad we were able to have your vehicle done in the time promised. Thank you for your feedback we appreciate your business.
You are correct. If you have any time please stop by and I will have this re-set for. We appreciate your business.
Glad to hear your service was quick. We look forward to seeing you again.
This is a big deal for us and I apologize for the inconvenience. I will be sure to address this issue with my technicians.
Thank you for the kind words, We appreciate your business and look forward to seeing you again.