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Central Auto Group Central Ford Mazda Hyundai Volkswagen Car misrepresented - would not return deposit Plainfield, Connecticut
Central Auto Group would not return a $500 deposit on a car that was significantly different than represented to me. A follow up with GMC customer service within 24 hrs of placing a deposit identified 10 warranty repairs conducted on this vehicle in its first 17,000 miles. This dealership also dealt in unethical business practices to get a sale, and ultimately my deposit.
Now I know why this dealership is rated the lowest 1 out of 287 in Connecticut by the BBB with an overall grade of "F," the lowest they can give. What seemed like a routine trip to see a well-priced used 2001 Pontiac Trans Am proved anything but that.
I had set up an appointment 2 hrs before I arrived to ensure my trip would not be wasted. Imagine my surprise that upon spending thirty minutes looking over the car when I was told by my salesmen that another customer with cash was coming to buy the car in 90 minutes. Talk about ratcheting up the sales pressure!
At that point I seriously contemplated walking out but decided to take the car out for a test drive anyways. Just prior to the test drive the sales manager handed me a CarFax which identified 5 significant repairs that this car had had under warranty back in 2002-2004 (engine rod bearing replacements (15,155 mi), powertrain computer replaced, catalytic converter replaced (5547 mi), front brakes resurfaced (6500 mi).
Had they mentioned this to me before my visit I probably wouldn't have bothered to show up. Note that I saw this car on Ebay and it only had an Auto Check report there which identified absolutely nothing wrong with the car. During the test drive the car shook heavily at highway speeds and pulled hard right under heavy braking. It was at that point that my salesman George, who was along for the ride said he knew that would happen because the rear tires were shot. He didn't think the car should even be on the road.
The car was priced well-enough though that if after the tires were replaced and another road test done the car might still be worth buying. The engine was smooth and there didn't appear to be any lasting damage from the earlier engine repairs. Stupidly, I put down a $500 deposit w/o lining out "non-refundable." I knew it was a bad idea. If they wanted my business they didn't need a non-refundable deposit clause.
I had some concerns about the rod bearing work and whether this car was beat on by the first owner rather than just an unlucky break. I was assured that the car was not beat on because they knew the owner personally and that I would never regret buying it. Good enough. I trusted my salesman at that point. In fact he said his family had a history of working on performance cars and he knew this car was "right" from all his years of listening to good and bad motors. And fwiw the "other" cash buyer never showed up as I stayed there until they closed the doors at 4:00 PM Sunday....big surprise there...lol! Sherman, the sales manager didn't say a thing when I mentioned that to him. In retrospect, I shouldn't have signed a thing until the cash buyer's arrival time had passed.
The next morning, I called GMC customer service to find out more about just what was done during that rod bearing replacement and if there should be any concerns as this car racked up more miles down the road (it only has 34,000 mi). GMC customer service then read off all the warranty repairs this car had ever had.
Imagine my surprise when there 5 more repairs that didn't show up on the CarFax. It was only later that I found out that CarFax only lists reported repairs. If they are not reported they don't show up. Those repairs were 6 speed gear shifter replacement, full brake replacement (5547 mi), full exhaust system replacement (5547 mi), front door window regulator replaced, and a 2nd catalytic converter replacement (17,792 mi). This car was starting to look like it was truly beat on during its first 2-3 yrs of life.
GMC customer service had me call a local dealership to get more technical info on the rod bearing work. The service manager at that GM dealership looked up the car again and was amazed at the 10 warranty item repairs that it had. In a nutshell he said this car was major trouble and to steer clear of it. He would never buy such a car. He said full brake replacement on any US car built in 2002 was a huge red flag. And a second catalytic converter by 18,000 miles was almost unheard of.
Having the above information I called the dealership Monday morning, less than 24 hrs since test driving the car. My salesman didn't want anything to with the complaint and immediately transferred me to the sales manager. I basically said I was very uncomfortable with this car and wanted out of the deal. He agreed to do that. I also said I wanted to get my deposit back. He said that shouldn't be a problem since no additional money had been spent on the car other than the tires and driver's window not working (2nd failure on that).
Those problems they knew about before I got there and had already ordered the parts. The sales manager said he would run my situation against the general manager and call me back. His demeanor suggested to me that he was confident I would be satisfied. A full day passed and no phone call. I called back and left messages twice on the sales manager line. No call backs ever occurred, not even from my salesman who was such a "buddy" during the whole inspection process. They didn't even offer me alternatives, they just flat out refused to respond.
It was at that point that I checked into BBB and on-line complaint websites and found out these guys were your worst nightmare when it comes to rated dealerships. Some of the complaints said they didn't even return deposits when you didn't sign anything! I knew my chances were better with my c/c company and BBB than bothering to drive back an hour to discuss it with them. The car has also been sold in the meantime. For the right person (ie a mechanic) it was probably an ok car. But not for me.
I stopped in my local Chevy dealer to discuss the above issue with them since I had been looking there initially for a car. They were quite happy to hear how their competition operated and said it only makes it easier for them to sell cars. They mentioned that they too use a "non-refundable" PO format. But the difference is when the customer is unhappy, and they haven't spent additional funds on a car, they give the full deposit back. In any case my c/c company denied my claim on the deposit only because I signed for a non-rerundable deposit.
It didn't matter to them that the car had undisclosed problems unknown at the time I had placed the deposit. I initiated a BBB complaint as well. CAG has had 28 BBB complaints against them over the past 3 years with about half of them unresolved and 7 of them being unresponsive. If you're ranked in the BBB's bottom 0.35% I guess that's how you do business. 35 yrs of buying cars (approx 24 of them) this transaction was a first. Lesson learned, don't do business with a car dealership rated "F." The dealership never offered me alternatives or even a partial refund. They just didn't respond at all. They had the $500 and I didn't. They sold the car to someone else.
3 Updates & Rebuttals
ex-customer Central Auto Group, Pla
Old Lyme,Connecticut,
United States of America
Complaint resolved with refund check
#4Author of original report
Sun, February 19, 2012
It took 3 months but the situation is now resolved having received my refund back. I would consider using this dealership again, however I'd be far less likely to sign any form of contract without removing anything that unnecessarily committed me.
ex-customer Central Auto Group, Pla
Old Lyme,Connecticut,
United States of America
BBB report got dealer to respond
#4Author of original report
Tue, February 14, 2012
One month after filing my BBB complaint someone from the dealership contacted me. And now they want to make things right and give me my deposit back. It seems they have new management in the past 6 weeks and are cleaning house. In any case thank BBB for getting them to pay attention. Dealership said it was never their intention to keep any customer deposits, esp. when there were no additonal cash outlays. The 2 guys I dealt with are no longer there. They may have never forwarded my concerns above their own level. Hopefully I see a check within the week.
Bottom line was that my GMC warranty research on this car on day 2 showed that it was a much different car than presented on day 1. Even the dealership has acknowledged this and wholesaled the car out rather than retail it. The dealership has taken the first steps in improving their customer service. They also indicated to me that most of those earlier BBB complaints came out of the cash-for-clunkers program where the govt was very slow or non-existant in getting checks back to the customers. At that time the dealership indicated they could have done a better job in communicating cash-for-clunker problems with their customers.
Jim
Orlando,Florida,
USA
Correcting YOUR Misunderstandings!
#4Consumer Comment
Sat, January 28, 2012
First, I completely agree with you regarding the poor treatment in various aspects of this. However, if you had misgivings about this car to begin with, you should NOT have continued in the sales process. Who is VALUABLE here? YOU ARE!!! YOU are the customer. YOU supply them their profit. If they were trying to rush you into the purchase by claiming somebody else was coming in 90 minutes (right, sure they were!), then WALK OUT!
Secondly, you have apparently elevated the BBB to some sort of reputable, honorable organization which has some bearing in this matter. The BBB is a SCAM. The BBB is NOT part of any governmental body...NOT part of any judicial body...has ZERO connection with the Attorney General...has ZERO enforcement powers...and has a PHONEY "accreditation" program anybody can BUY INTO! THe BBB sells these "memberships" to ANYBODY who wants to buy one! They give these PHONEY RATINGS to ANYBODY who wants to BUY one! The reason this store has an "F" "rating" is because they HAVE NOT PURCHASED their "A" "rating". The BBB functions like those offshore diploma mills you've probably heard about...selling fake college diplomas to anyone who wants to buy one. The BBB does exactly the same thing regarding their PHONEY "accreditations". Check out bbbroundup.com or go to you tube and search for "BBB Scam".
In conclusion, I am very glad you walked out. I am sorry you lost your $500. I would spend a few dollars and have an attorney review that contract you signed and ask him/her specifically if you have a chance in small claims court, which you can go in and represent yourself.
But remember for future reference...YOU are the customer...YOU are gold...YOU supply the profit and YOU won't be treated like horsesh--again by any car dealer!