Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.
I went online to KBB to get my car's value. It had the KBB guaranteed price option so I selected that. Greenway Kia East came up as a dealership that would guaranteed offer me a certain amount for my vehicle. I had gone to Massey Cadillac first because they answered the phone when I called. KBB guaranteed me $31,500 for my car.
While at Massey, I get a phone call from a saleswoman named Ilcia. I tell her I'm at the other dealership getting it inspected. She then says to let her know when I'm done. We begin texting and I asked if sending pictures would help and she said yes. I took a number of photos of my car and sent it to her. I informed her the other dealership offered me $32,000 for my car. She sends me a text saying "We want it, will give you top dollar for it. Bring in the offer from the other dealership. We can beat it". So I left Massey and drove straight to Kia East.
I get to Kia East and they take my information and car keys. After about 20 minutes they come back and say sorry, we can only offer you $30,000 for your car. I said hold on, I have a guaranteed offer from KBB which states your dealership will buy it, and I have a text saying you'll beat it. I'm then brought over to the manager Jay.
Jay tells me that Ilcia doesn't know sales and that she's "just an internet sales person", and that "her job is to just try and get as many customers in the door as possible". He can't offer me more than $30,000, that's what the market says it's worth, and it's not worth more. I said KBB offered me $31,500, Kia East as the dealership guaranteed to buy it, and I have a text saying you'll beat it. He told me "it doesn't matter" and that Kia East "isn't KBB".
Unreal dealership that, based off my experience, doesn't care about wasting customer's time. They want to just get as many people in the door as possible, as their manager Jay stated, and see what money they can get. No customer service skills, no apology, no nothing.
Based off my opinion, stay as far away as you can. They don't honor their word and apparently will say whatever they need to say to get you in the door, even if it's not the truth.