My experience with Modern Motorcars was just horrible. After identifying a vehicle at a fair price, I provided them with sensitive information -- my credit card -- to secure the transaction and to prevent anyone else from purchasing the vehicle. This was the expectation their Sales Rep, Cameron, set when he took down my credit card info. I had always been in constant contact with Cameron and expressed that I needed a day to look over the terms of their loan (from Wells Fargo) and extended service plan options (from Zurich) as I had a busy couple of days at work ahead of me. Cameron acknowledged my request and was fine with it. I will admit.. Cameron was responsive.
HOWEVER, the following day that Friday morning when I was at a point to review all paperwork and finalize the transaction, Cameron took the day off. Modern Motorcars' business ethics went out the window. Here's what transpired: Friday AM, the deal was moving forward. I was sent some revised warranty extension information to review from Matt. I called Matt an hour later to review everything. No answer. Emailed him. No reply. Continued to follow up throughout the day. Crickets. At 5:30pm (CST), just before they were going to close up shop, I receive a text [not even a phone call] from Matt indicating "Rich, I am sorry, but the Volvo is no longer available. I am sorry. Our owner sought multiple times to confirm the our deal was finalized, but we were still going back and forth about the terms. I apologize".
WHAT?!? First, I was never contacted by the 'Owner'. Second, you guys took down my credit card info to secure the car. Third, I was never sent any paperwork relative to a purchase contract, loan paperwork or anything of the sort to finalize the transaction. Lastly, I was never even contacted as the first one in line that placed a security deposit on the car and to have the first right of refusal. I received no communication expressing to me that they had another interested party and that if I wasn't going to pull the trigger, then they would go with this other party. I received nothing but crickets.
I get on the line with Matt immediately after receiving the text to express my thoughts. Matt didn't seem to know what was going on. He was under the impression that the owner gave it an earnest attempt to get a hold of me. He made no attempt. I explained I needed to get on the line with this 'owner'. When I was on the line with the 'General Manager', Russ I believe his name was (older gentlemen), he continued to defend his company's position. No empathy, extremely defensive tone. Made the same claim that they attempted to finalize the deal with me even though I kept in constant communication with the original Sales Rep. Cameron just the evening before. Again, the only paperwork I received was a summary of extended service plans. What prevented them from sending me a purchase contract or scheduling a call to review the purchase contract if they really gave it an honest attempt to get a hold of me? The 'General Manager' then indicated they did not run my credit card afterall. What?? Why would you take down my sensitive personal information only to not run it. This was their out. Left the conversation with the 'General Manager' utterly confused and agitated. There was no sense of empathy, compassion or an inkling of the Customer is always right from his Team. The car was already sold and there was nothing he was willing to work towards to make me feel whole as a Customer. He drew his line in the sand, folded his arms and essentially told me to pound sand. NOT a way to treat a prospective Customer. NOT a way to run a business. NOT a way to execute on good business ethics and operational procedures.
At the end of the day, this transaction was a fraud. They took down my credit card info without intending to do anything with it. It was a scam that has grounds for litigation. Please be warned! read more