First, I want to thank Nick for taking the time to show me the 2018 Cadillac Escalade pictured…read morehere. Nick was professional and provided good customer service throughout my visit, and I want to make that clear. That said, the overall experience with the dealership And the other associate that helped Nick left a lot to be desired. I fully understand that this is an eight-year-old vehicle with approximately 120,000 miles, and I was never expecting a brand-new vehicle. However, there were several things that stood out immediately, including excessive scratches and imperfections on the exterior, along with cleanliness issues inside and outside the vehicle. For a vehicle being presented for roughly $24,818 having it properly detailed before showing it to a potential buyer should be the bare minimum. The pricing was another major concern. The photo shows a price of $24,502, less a $2,000 dealer discount, plus a $280 fee and $34 plate-transfer fee. Based on those numbers, my calculation came to approximately $22,816. However, the actual price presented to me was $24,818, which was higher than the suggested retail price. When I questioned the discrepancy, I was told this was not a mistake. Instead, I was told the dealership uses something called a market-adjusted price" and then applies the $2,000 discount to that price. That explanation was never disclosed upfront. I was willing to accept that explanation, but I also explained that I had already visited another local dealership with a comparable Escalade. That vehicle had better interior and exterior condition, fewer miles--approximately 113,000 versus 120,000--and came with a Carfax and a written quote of $20,000 plus tax. The Nissan dealer quoted me a price After taxes and fees, of $27,000 out the door. I even offered to bring the Carfax and written quote from the other dealership so there would be no question about what I was comparing. I was told that proof wasn't necessary. Before I left, I was invited to come back and show the associate the other vehicle if I purchased it from them. But the conversation ended with a comment along the lines of, if I wanted a perfect car, they had another vehicle for $80,000 that was perfect. That comment was unnecessary and completely missed the point. I never asked for a perfect vehicle. I asked for a reasonably priced, properly presented used vehicle and a straightforward explanation of the pricing. I understand that dealerships don't have to match another dealer's price. That's business. What bothered me was the attitude I received during the process. In this economy, you would think every dealership would be fighting to earn every legitimate sale, especially when a customer is prepared to purchase a vehicle. I was specifically told that the fact I was paying cash had no bearing on how the dealership would price the vehicle. Maybe, that's their business, but the way it was communicated made me feel completely unappreciated as a potential customer. I'm giving 3 stars, and I'm honestly being generous. I'm not reviewing the dealership based on a purchase because I didn't buy the vehicle. I'm reviewing the experience I had as a potential customer, and based on that experience, I don't see myself becoming a customer in the future. That said, Nick keep doing what you're doing. You provided great customer service, and I appreciate the way you handled yourself. Don't let one bad interaction or dealership policy change the way you treat people. Good customer service will take you a long way. I simply believe the dealership could have handled this entire situation much better.
