We had the intention of purchasing a 2018 Subaru Forester 2.5 Limited with Eyesight, so we recently visited Subaru of Brampton. We had done our research on both the Subaru and the black book value of our own vehicle. We wanted to know their best price for the car and their trade-in value for our present vehicle. Our process of purchasing was going to be similar to a closed-bid process. We would give several dealerships the opportunity to give us their best price for the vehicle and for our trade-in, and we would pursue the purchase with the dealership that provided the best bid. The salesperson we initially spoke with, Brian Crozier, asked if our vehicle had been appraised. We told him that was the reason we had brought the vehicle with us - so that the dealership would be able to properly evaluate it. Brian Crozier then disappeared, and the Sales Manager, Khaiji Luu, took his place.
Mr. Luu explained that he didn't get into pricing wars because it "isn't fair to anyone". He spoke extensively about how highly-rated his dealership was for customer service, in addition to delivering considerably more tangential information which really had no relevance to our purpose. We were open about the fact that we were out-of town buyers. Mr. Luu asked why we hadn't dealt with our local dealer. He asked my husband how much he felt that the dealership should make on the sale of the new car. He said he'd gladly show us all the numbers and be open and transparent. I asked for a break from his initial, incredibly long-winded spiel, so my husband and I could discuss the situation. We realized from the initial conversation that we would get no cooperation from Mr. Luu unless we did so on his terms - commit to sitting down and purchasing the vehicle there and then from his dealership. That was not the way we wanted to do business. So, when Mr. Luu returned, I let him know that perhaps he had been right - maybe we should return to our local dealership. I told him that the main reason we had not done so was because they did not have the product we wanted in the colour we wanted, but that perhaps we should give them the opportunity to get it in for us. Then the high-pressure tactics began in earnest.
Mr. Luu told us that we would definitely pay more at our local dealer because they would have to pass on to us the delivery fee to acquire it - and no other dealers would be giving these vehicles up - including Mr. Luu (who proceeded to tell us how in-demand his remaining 2018 Foresters were - even from as far away as Saskatchewan - and that he wasn't parting with any of them). He asked when we were looking to purchase. I replied that ideally it would be on September 1st. He said his vehicles would be long gone before then (a check of the site, however, indicates that, as of September 2nd, there are 4 Crystal Black Silica Foresters 2.5 Limited with Eyesight remaining on the lot). He told us, without even examining or doing an appraisal on our trade-in, that it was a "thousand dollar car". He asked my husband again how much he thought the dealership should make on the sale of the Forester. He said that if we allowed him to make $1000.00 on the purchase, we could make a deal immediately. Mr. Luu again dominated the conversation. We were acutely uncomfortable and acutely aware of the manipulation we were being subjected to. There was no way I was going to do business with this individual or this dealership - even if it meant that I didn't get any vehicle at all. We left, feeling absolutely shell-shocked and completely uncertain as to whether we should even consider getting a new vehicle at all.
Luckily, we stopped in to the London Subaru dealership, where - despite limited time - sales associate Joe Prossler inspected and drove our trade-in and did a detailed appraisal on it. He let us know that he would get a price from one of the contractors his dealership dealt with as they would not be keeping the trade-in on their lot. The sales manager was brought in immediately to give the extended warranty pricing - and there was even an excellent discount on that. Joe was incredibly respectful of our time, was incredibly efficient, and was happy to email the information on the price for the vehicle I wanted as well as the trade-in value for my vehicle. The rest of the agreement was completed from our home via email and telephone. We paid a fair price for the vehicle we wanted, got a discount on the extended warranty, and got $3,500.00 for my trade-in - which, as you will recall, Mr. Luu referred to as a "thousand dollar car". Presumably, Subaru of Brampton would have happily pocketed the additional $2500.00.
There is a beautiful new 2018 Crystal Black Silica Forester 2.5 Limited with Eyesight sitting in my driveway. Joe - and everyone - at Subaru of London - saved the day and treated us with honesty, respect, and fairness. read more
