Worst experience ever! I am from Austin. I had made my deal online with the internet sales manager, Michael Cruse. We had already agreed upon price, terms and my wife provided everything he needed to have the paperwork ready to go as well as making sure the preowned vehicle we were purchasing was added to our insurance policy.We were also trading in a vehicle and my wife had filled out the preinspection estimate and received a certificate for full market value. We also provided all of ...view morethe original paperwork with the car, recent repair ticket to demonstrate $1800 in recent replacement parts. Mr. Cruse assured us he had received everything and the vehicle "was ready to go." We explained to him the urgency of everything being prepared. THIS WAS ANYTHING BUT A NO HAGGLE/NO HASSLE EXPERIENCE!!! We knew Mr. Cruse would not be there the next day but he assured us his friend, Jeff Taylor, would take care of us and again reassured us everything would be ready to "sign" and "drive." Not only was Mr. Cruse not there, his "friend - Jeff Taylor" was not there and so we were passed along yet again to another sales person, Dax Edwards. This is where all of the real problems began. Not only was the vehicle not clean as we were promised, it needed an oil change, a brake job and was still being inspected and serviced, which we were quoted would take 2 to 3 hours and none of the paperwork was ready. He said they did not have our finance application and all but called my wife a liar. He was RUDE, ARROGANT, DEFENSIVE AND CONDESCENDING. On top of all of that, I went to inspect the vehicle back in the shop and IT IS DAMAGED!!! THERE ARE DENTS AND DINGS AND SCRAPES ALL OVER THIS VEHICLE, none of which are clearly portrayed in the pictures displayed online, nor verbally told to us when we inquired as to the condition of the vehicle. When we arrived at our appointed time, we discovered all of this and began the "waiting game" this dealership likes to play with all of its customers. We received excuse after excuse of why the vehicle was not ready. Here is the best part! Dax was trying to sell us the vehicle at a higher price!! We had already negotiated our deal the day prior and they tried to go up on the price after we drove 160 miles one way on a weekday! All Houstonians need to be aware of the lies, deceit and trickery this dealership plays. They do not care about your valuable time and will misrepresent the facts to you and give you excuse after excuse. We were willing to give them an opportunity to get things straight, so we left for lunch and asked them to call us. Two and a half hours later after no reply and me sending emails, texts, I finally called and asked were we going to be able to get the deal done and he told me at that point it would take 2 hours to get the brakes done and one a half hours to -- get this, sign the paperwork. SIMPLY RIDICULOUS AND ABSURD BEYOND BELIEF! DON'T WASTE YOUR PRECIOUS FAMILY'S TIME BY GIVING THIS DEALERSHIP ANY OF YOUR HARD-EARNED MONEY. I sent the sales manager emails and texts while all of this was going on while we waited in Houston for over 4 hours to get this resolved, and never had the courtesy of a reply. When I returned to Austin, I sent another email to the sales manager and still have not had the courtesy of a return phone call or apology for wasting 9.5 hours of my time while I drove 320 miles round trip, missed a complete whole day of work doing so, and waited 4 hours for a reply or return call/text/email. They obviously don't need any more business, they are too busy to take care of new customers. Quoted from my text with Michael Cruse: "Very good. I have the entire deal ready to go. The 4Runner is ready. My buddy Jeff Taylor will get you wrapped up." This is the promise we had received and so we headed to Houston to purchase the vehicle.view lessShare Review
claimed iconBusiness Response.08/18/2015
We apologize for the frustrating experience you had at our dealership. We understand that you are upset, and we would like to talk with you to see what can be done to make things right. Please contact our customer advocacy manager Matt Munson at 832-912-2587.