Horrible experience! Bought a "Certified Pre-owned" car, brought it home and found it had been wrecked. Owner of dealer denied it and refused to look at the physical evidence. Owner stated he would not sell a wrecked car and would have sent it back through the auction. When I requested he give me back my trade and take the car back, he stated (and smirked) "I'm in the business of selling cars not taking them back". Owner had no intentions of helping me, came in with an attitude when he introduced himself. When I raised my voice and requested he physically look at the car, he refused, and used it as an excuse to leave and refused to listen anymore. Sorry, but if I'm out thousands of dollars don't expect me to be happy, own up to your mistake, grow a thicker skin, and make it right! The only helpful one was the finance manager who looked at the car and acknowledged the fact that it had been wrecked, but it was out of his hands. Just beware before you buy a so called certified used car from this dealer. I hope for any future customers this was an isolated incident and they won't have to go through the nightmare I'm going through.
Timeline of events:
Purchased a used 2011 Volkswagen Golf, 40,002 mi. Brought home at 13:30.Unloaded personal items from the car that were in my trade-in, noticed body filler around the left side of the quarter panel by the hatchback, located cracks from body filler left rear roof line, noticed a crack in body filler upper left door pillar (should not be any filler in the door pillar), noticed evidence of repair in the left rear of the rocker panel.
Returned to the dealer ship at 16:15, spoke with Christian Howk the salesman whom I purchased the vehicle from. Told him I needed to show him a problem with the car.Showed Christian the physical evidence of the body damage repair and that it had been in an accident. Christian stated "They could not sell a car as a Certified Pre-owned that had been wrecked". He said to give him a minute and he would go speak to the manager. When he came back he showed me a copy of the CarFax that showed the vehicle had not been repaired. I stated "A CarFax does not guarantee a vehicle has not been repaired and that there is obvious physical evidence the car was damaged". At that point he could not do anything and told me the Used Car Manager would call me when he came in tomorrow.
Did not receive phone call from the dealer.
Dealer called (10:08) left message regarding a paperwork issue16:55, returned call to Christian Harding, Finance Manager, He stated he had taken care of the paperwork issue, said he was sorry to bother me. I told Mr. Harding about my problem with my car and that I had driven to the dealership the next day and spoke to Christian Hauk. I then explained my concerns with the vehicles safety. With the damage to the door pillar was the structure safe? Had any of the air bags gone off? Were they re-installed, if so, by who and will they function properly? I asked, "since the dealer certified the car, are they liable if there's a failure in the car's structure or safety features? He said he didn't know. He asked if I had received a call yet, I stated, "no". He said he would check into it and have the Used Car Manager call me.
Did not receive a phone call from the dealer.
Returned to the dealer at 11:00 to give them the title to my trade-in and the extra set of keys.Met with Christian Harding, Finance Manager, He stated, "Christian Hauk (my salesman) was let go this morning unceremoniously". He said, "He was confident the owner of the dealership would make it right". Met with dealership owner (do not remember his name) he seemed very guarded and unfriendly with me. He sat down at Christians desk and looked up the car deal on the computer.He asked me what the problem was with the car? I explained what I had showed the salesman, that the car had been in a wreck. He stated, "He would not have sold a car that would have been wrecked and he would have sent it back through the auction". He then said, the CarFax would show if the vehicle had had any damage repair. I asked him to go see the vehicle and look at the evidence. He asked me what I wanted from the dealer? I stated, "I wanted my trade back and they could have there car back". He said, "that's not going to work". I asked why? He stated (and smirked), "I'm in the business of selling cars, not taking them back". He did not offer an alternative to my suggestion. I raised my voice and told the owner, "let's go out and look at the car", he told me not to raise my voice at him, I told him again, "let's go physically look at the car and the evidence of the damage". He refused because I had raised my voice at him and left the office. The Finance Manager offered to look at the damage repair. I showed him the areas discussed early and the overspray on other areas of the car indicating an entire repaint. He stated, "I agree, the car has had damage to the rear and it looks like the rear quarter panel has been replaced". He also agreed that it looked like the entire car had been repainted. He said he was sorry, but his hands were tied, there wasn't anything further he could do.