Crowley Volkswagen

Review: I was inquiring about a 2014 [redacted] Sportswagon at this link [redacted] with [redacted] . I have a supplier certificate and requested that he give me the price with that for that car. He gave me a price over chat for "$16,744 plus your taxes and fees". Well as soon as I arrive I am told that the price he gave me was wrong and that it was more expensive. Then I go to test drive the advertised car and it is not what it says on their website. It is a S model with no sunroof instead of a SE with sunroof with extras. No one there even batted an eyebrow that the advertised vehicle is in the system incorrectly. I am a previous buyer of a Crowley VW and was expecting to be a future one also; but this situation is an unacceptable business practice. It feels to me like a bait and switch and I do not appreciate it at all.Desired Settlement: I would like the advertised vehicle, 2014 [redacted] Sportswagon SE model, at the quoted price of $16,744.

Business

Response:

Website Complaint Response:

In response to [redacted]’s complaint against Crowley Volkswagen (ID [redacted]) Courtney- On February 6th, [redacted] contacted Crowley Volkswagen through our website’s chat feature. I answered the chat request and the full transcript is as follows: 04:03:21 PM System Agent [redacted] has accepted the conversation 04:03:21 PM [redacted] Hi, this is [redacted], how can I help you? 04:04:14 PM Customer hi am looking online at stock #[redacted] 04:04:46 PM [redacted] Great. What extra information can I get you? 04:06:26 PM Customer I have a supplier certificate and was wondering what the price would be with that. 04:07:46 PM [redacted] Excellent. I will take me a few minutes to get that information for you. Can I get your name and number or would you like to wait? 04:08:20 PM Customer i'll wait 04:09:28 PM [redacted] Do you know the amount of your certificate? Usually they are for $250 or $500... 04:11:28 PM Customer 500 04:13:37 PM [redacted] The sale price would be $17,244 minus your certificate. That would be $16,744 plus your taxes and fees. 04:14:09 PM Customer great can I arrange for a test drive? 04:14:26 PM [redacted] Absolutely. When is good for you? 04:15:46 PM Customer how about tomorrow between 10:30 and 11? 04:17:19 PM [redacted] Great. When you come in please ask for my Sales Manager - [redacted]. Who should I tell him to expect? 04:17:57 PM Customer [redacted] 04:18:52 PM [redacted] Excellent. I'll make sure the car is ready for you. Please feel free to reach out to me with anything you need. [redacted] 04:19:06 PM Customer Thanks alot 04:19:08 PM Customer bye Unfortunately, I did give the customer incorrect pricing on that vehicle. I realized this the next morning as my salesman prepared the car for Mr. [redacted]’s appointment. I must have looked in our system at an incorrect stock number – most likely for a base model [redacted]. As the transcript shows, the customer never mentioned the model. In an informal chat setting I am simply trying to answer the customer’s questions as quickly as possible. There was no way for me to reach this customer before he came in as he did not give an email or phone number. I personally greeted Mr. [redacted] when I arrived the day after his appointment and apologized profusely for the mistake. Mr. [redacted] seemed very understanding and asked to be driven in a different vehicle – one closer to the price he was expecting. After his test drive he told us he would talk to his wife about the new pricing. I apologized again and he left. This is clearly not a bait and switch as there is no indication that I attempted to defraud Mr. [redacted]. I did not say the car was unavailable, did not pressure him to take a different car, etc. I can understand Mr. [redacted]’s frustration, but mistakes are made. We are more than happy to give him an incredible deal on any car we have but the quoted price is not possible. Please feel free to contact me if you have any further questions or comments on this matter. [redacted] General Manager Crowley Volkswagen [redacted] ###-###-####

Sent on: 2/28/2014 4:24:20 PM