This is a long one, but please, stick with it and learn about this deceitful dealer.
TL;DR is near the end if you must, but please realize you may be spending a considerable amount of money here - educate yourself!
Where to begin…
Using the internet, I located a car that fit exactly what I was looking for. I emailed Hyman Brothers via USAA / Truecar inquiring about the car and Rick Bradley called me the next day. We discussed the car and Rick asked if I’d like to leave a deposit on it to reserve it - “You don’t want someone to buy it out from under you!” Uh, no, I’ll be there tomorrow. Whatever.
When I arrived the next day, I was greeted by Rick who advised me that in the haste to get the car ready for me, someone in the shop had let the wiper arm go while they were replacing the wiper blades and the arm hit the windshield, spider cracking it. They had the windshield on order and expected it later that day. Rick put the convertible top down and away we went for a short test drive. I signed the deal. We agreed that I’d pick the car up on Saturday, which would give them time to replace the windshield, buff out a few scratches and wash it.
I actually like the “No Haggle” business model that Hyman Brothers uses at the West Broad Street location (not sure if other locations do it or not). Basically they price the vehicle a little below its Kelly Blue Book value and they stick with it. The only thing left to negotiate is for the value of your trade-in if you have one.
Saturday arrives and I drive the 90 miles or so to Richmond to pick up the car. My friend that is buying my trade-in meets me there to drive it away. With the encouragement of my friend and Rick, I drop the top and drive the car home. I am happy. Not to remain so…
When I got home, I parked it in the garage and attended to other matters. The next day, I discovered that an option that was listed on the website (related to the convertible top) was not in fact actually on the car. This is not an inconsequential option, from the factory it lists for $2500! It directly impacted the KBB value of the car, decreasing it by about $1250. I immediately double checked the webpage and sure enough, the option was listed.
The very first thing Monday morning, I called Rick and was referred to Bill Thomas and Steve Sommers. To shorten this already long story, suffice it to say that I received no satisfaction from either of these two men when I explained that an advertised feature was actually not on the vehicle. For three days they essentially ignored my email and phone messages, responding briefly occasionally but never addressing the problem. After the fact, I was not able to find the webpage on their site and then the dealer denied that the option was ever listed! They said they were not responsible for 3rd party websites and refused to talk about USAA / True car deal that I had printed out and sent them. When I pointed out that I had an actual print out of their webpage both from the Google cache and direct from their site, they then changed tack and pointed to a catch-all disclaimer on the bottom of their webpage that says something to the effect that “Any and all differences to be addressed prior to the sale of the vehicle.” In short, they were saying that it doesn’t matter what they advertise, you are responsible for verification prior to leaving the dealership! What happens if you buy a car that lists the optional 1.4 Liter engine only to have your mechanic tell you later, no, you’ve got the standard 1.2 Liter engine. Too bad! It’s your fault! You didn’t verify that before you left!
When I stated that I intended to return the car under the terms of their 3 day / 150 mile guarantee, they refused saying that the clock started running NOT when I picked the car up, but 3 days earlier when I signed the paperwork. In other words, my 3 day period was effectively over when I picked the car up!
TL;DR
WARNING: This dealer may advertise that a car includes options on their website. The car may or may not have all of the options listed and if you don't realize before you leave that the option is not on the vehicle, TOUGH. Even if they quite obviously hide the presence (or lack of) the option, they will claim that THEY ARE NOT RESPONSIBLE FOR THEIR ADVERTISING and you should have noticed before you left.
Don’t make the mistake that I did - stay away from these guys.
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TL;DR is near the end if you must, but please realize you may be spending a considerable amount of money here - educate yourself!
Where to begin…
Using the internet, I located a car that fit exactly what I was looking for. I emailed Hyman Brothers via USAA / Truecar inquiring about the car and Rick Bradley called me the next day. We discussed the car and Rick asked if I’d like to leave a deposit on it to reserve it - “You don’t want someone to buy it out from under you!” Uh, no, I’ll be there tomorrow. Whatever.
When I arrived the next day, I was greeted by Rick who advised me that in the haste to get the car ready for me, someone in the shop had let the wiper arm go while they were replacing the wiper blades and the arm hit the windshield, spider cracking it. They had the windshield on order and expected it later that day. Rick put the convertible top down and away we went for a short test drive. I signed the deal. We agreed that I’d pick the car up on Saturday, which would give them time to replace the windshield, buff out a few scratches and wash it.
I actually like the “No Haggle” business model that Hyman Brothers uses at the West Broad Street location (not sure if other locations do it or not). Basically they price the vehicle a little below its Kelly Blue Book value and they stick with it. The only thing left to negotiate is for the value of your trade-in if you have one.
Saturday arrives and I drive the 90 miles or so to Richmond to pick up the car. My friend that is buying my trade-in meets me there to drive it away. With the encouragement of my friend and Rick, I drop the top and drive the car home. I am happy. Not to remain so…
When I got home, I parked it in the garage and attended to other matters. The next day, I discovered that an option that was listed on the website (related to the convertible top) was not in fact actually on the car. This is not an inconsequential option, from the factory it lists for $2500! It directly impacted the KBB value of the car, decreasing it by about $1250. I immediately double checked the webpage and sure enough, the option was listed.
The very first thing Monday morning, I called Rick and was referred to Bill Thomas and Steve Sommers. To shorten this already long story, suffice it to say that I received no satisfaction from either of these two men when I explained that an advertised feature was actually not on the vehicle. For three days they essentially ignored my email and phone messages, responding briefly occasionally but never addressing the problem. After the fact, I was not able to find the webpage on their site and then the dealer denied that the option was ever listed! They said they were not responsible for 3rd party websites and refused to talk about USAA / True car deal that I had printed out and sent them. When I pointed out that I had an actual print out of their webpage both from the Google cache and direct from their site, they then changed tack and pointed to a catch-all disclaimer on the bottom of their webpage that says something to the effect that “Any and all differences to be addressed prior to the sale of the vehicle.” In short, they were saying that it doesn’t matter what they advertise, you are responsible for verification prior to leaving the dealership! What happens if you buy a car that lists the optional 1.4 Liter engine only to have your mechanic tell you later, no, you’ve got the standard 1.2 Liter engine. Too bad! It’s your fault! You didn’t verify that before you left!
When I stated that I intended to return the car under the terms of their 3 day / 150 mile guarantee, they refused saying that the clock started running NOT when I picked the car up, but 3 days earlier when I signed the paperwork. In other words, my 3 day period was effectively over when I picked the car up!
TL;DR
WARNING: This dealer may advertise that a car includes options on their website. The car may or may not have all of the options listed and if you don't realize before you leave that the option is not on the vehicle, TOUGH. Even if they quite obviously hide the presence (or lack of) the option, they will claim that THEY ARE NOT RESPONSIBLE FOR THEIR ADVERTISING and you should have noticed before you left.
Don’t make the mistake that I did - stay away from these guys.