do not keep their word

In summary:

This dealership does not keep their appointments
New hires are poorly trained
Used car sales director does not keep his word
Management doesn't care enough about client satisfaction to even pick up the phone and follow up.

I walked away from a $40,000 vehicle and cancelled my deposit because I was treated so badly!

Details:

I made an appointment to come and drive the truck the following week. I should have known I was going to have a bad experience right from the start. When I arrived at the appointed time, Serge, the only person in view at the time, clearly had no idea that I was coming. The vehicle was not prepped and ready, and I was not greeted by a sales manager as promised in the email confirmation from customer service, and the vehicle was clearly not ready for a test drive. In fact, it was outside with about 4 inches of snow on it.

This was the first time (of 5 occasions) that Lasalle Ford, or one of their emplyees did not keep their word!

Serge and I proceeded to clear the snow off the car and warm it up. This actually turned out to be a good opportunity to view the vehicle and check for scratches and dents, still, it was an interesting foreshadowing of how Lasalle Ford treats customers in that they did not honour their word as promised by Gabrielle.

The test drive went well. I noted right away that the vehicle did not have snow tires, and even joked with Serge that if we got a ticket, they would have to pay it. During the drive, I told Serge that 4 snow tires were going to have to be provided, and Serge answered that that would be "no problem". Interestingly, while Serge chatted during the test drive, he indicated that this was his very first day as a salesperson, he had previously worked on the dealer's website.

After the test drive, we settled into Serge's office to, presumably negotiate. Serge's newness immediately revealed itself as he fumbled with his computer to bring up AutoTrader and see what other vehicles were available in the area. Presumably, if he had been advised of my coming, he could have skipped this step.

Finally, after repeated failed searches on AutoTrader, I shared with him the complete list of what was available in the area, to which he was visibly relieved. I told him, that his price/vehicle combination was among the highest on the site. With this information, he left his office with my list in hand, and for the first of several times left me sitting and waiting for him.

It was going on 45 minutes, and other than beads of sweat forming on a flustered Serge, who clearly had no sales training whatsoever before being thrown on the front lines, I was not further ahead in negotiating a price. this is when Jerome, introduced as the director of sales, stepped in.

With Jerome, the negotiation finally moved forward. He lowered the price by $1000, bringing the price of the truck to $40,000. Not much, but I figured that with the tires Serge had offered, it was an ok offer.

Then, Jerome says about the tires "Serge is new, we don't have tires here for the truck, we cannot include them as this represents a cost of $1500". Surprised that Jerome would not back up the word of his colleague Serge, I was taken aback somewhat, but weighing the fact that I did not have the time to shop elsewhere, and the value of buying an inspected vehicle from a dealership, I agreed to the negotiated price on the basis that Jerome promised me 4 winter tires installed at the dealership "cost price", which he promised to provide to me.

In closing the deal, I mentioned to Jerome, as a favour so they could take corrective action, that nobody was aware that I was coming to test the vehicle, and that I had to clear the snow off. To this, he responded "a $1000 discount, is that enough to cover the fact you had to clear the snow off the truck?". I was speechless, while I again considered walking out. I should have. Jerome did not keep the word of his colleague, and now he was just being rude. I did a quick calculation of the cost price of four tires based on numbers provided by a friend who has a garage, and decided, again, to continue with the deal.

On my way to being escorted to another building to meet with the finance manager, I am informed by Serge that his shift is over and he is leaving!, and I am left sitting alone waiting for the finance manager. Really? what other business sells you a $40,000 item, and doesn't wait 5 minutes to see the transaction through?

The meeting with Alexandre in finance went well, and when I asked him if the car was going to be re-inspected before delivery, as Serge had indicated earlier, Alexandre said "your salesperson could answer that", so I told him I can't ask Serge anymore, he had bailed and gone home. Alexandre reassured me by saying in French "at Lasalle Ford we always keep our word". Really? someone should tell Jerome!

So I left Lasalle Ford, not feeling good about the negotiation, but happy to be done with what had become a 3 hour long frustrating ordeal,

Then it got worse.

After 48 hours, Jerome had yet to make good on his promise to let me know the price and model of the winter tires, so I e-mailed the only person who had provided me a means of follow up communication, Alexandre, to again ask his colleague. To this, I got the following e-mail:

Bf goodrich all terrain t/à ko 2
Retail 366 plus taxes
Lasalle Ford price 318 each plus taxes plus install 99.95 plus taxes

No greeting, no signature, and an insulting lie about the "cost price". I am not aware of any ratailer, anywhere, that pays anywhere NEAR $318 for this tire.

I sent an e-mail outlining my terrible experience with Lasalle Ford and copied the general manager.

The next morning, I get a call from Jerome, who offers me to waive the $100 installation!!!!!! Incredible. he asked me what would make me happy, I told him him that he was expected to honour the word of his colleague Serge: 4 winter tires installed! I said that I either wanted a call from the boss of my $1000 deposit back. He said I would get both.

20 minutes later, he again doesn't keep his word! It's Jerome on the phone, and now he's offering hald off the price of the tiires (his inflated price). I told him I want my deposit back, and I want an e-mail showing the refund.

Still don't have the e-mail, but why would I expect them to keep their word now?????