Complaint Review: East Coast Auto Mall - Englewood Cliffs New Jersey

In the middle of July I contacted CarsDirect.com to get a quote on a 2004 New Beetle GLS. I was quoted a price and my deal was supposedly arranged through East Coast Auto Mall. East Coast Auto Mall told my contact at CarsDirect, Staci, that I was getting a 2004 VW New Beetle and my financing was all arranged.

Staci and I made an appointment for me to pick up my car at 2:00 pm on July 31 at East Coast Auto Mall from James Williams. That day at 12:30pm my husband and I cheerfully left our house on Long Island, 30 miles away, secure in the fact that we had a good deal on the car we wanted, approved financing and that all we had to do was sign our paperwork and pick up our car.

We got to East Coast Auto Mall at 2:00 pm on the dot. We met James who told us he had no idea what time were coming in and that our car wasn't ready. He asked us to have a seat for a few minutes and we'd finish the deal. He was busy with some other customers.

After waiting 20 minutes, we were taken out back and shown our car which was filthy and not prepared for us to pick up. It had not been equipped with the cold weather package I had specifically requested and paid for through CarsDirect. James drove it over to detailing to have it cleaned up for us and asked us to step inside and have a seat again.

We continued to wait and continued to wait. The car was brought around after it was cleaned and we were asked to look at it again. Which we did. At 4:30pm James finally got around to discussing paperwork with us. We were told we were not approved for financing yet and that the process still hadn't been completed. At this time we were told the car was NOT a 2004 but a 2003 and that they could give us a leather package or $1,000 off.

I was upset, visably so, and called my CarsDirect rep who repeatedly affirmed that the paperwork they had sent to East Coast specified a 2004 and that our financing had supposedly been arranged. At this point I had to weigh starting a 4 month car research project and search over again from square one or taking what I could get. I opted to take the 2003 but did not get financing completed or out of the dealership until 8:00pm that night!

Two days after receiving the car I contacted both CarsDirect and East Coast Auto Mall regarding what I felt was an unacceptable treatment on their part. I requested additional discounts on the car, a CD player (which is standard equipment on the 2004 but not the 2003). I was offered only a six CD changer and the heated seats which I had already paid for and the dealership had already agreed to install. Unfortunately having both installed requires another 60 miles roundtrip and at least 1 1/2 hours ride depending on traffic. The other option they offered me was to return the car but they told me there are no 2004's available anywhere on the East Coast equipped the way I want the car.

I am outraged because I feel that East Coast Auto Mall pulled a bait and switch - promsing a 2004, playing on my emotions by showing me the car multiple times before telling me it as a 2003, and then keeping me waiting six hours before even allowing me to get the car. I don't feel the compensation offered was adequate and I feel the whole transaction was unethical.

Joanne

Elmont, New York
U.S.A.