Just a bit of ongoing experience. I'm currently in the process of finishing up a purchase of a 2014 CX5.
Things aren't going so smoothly, but it's not the worst.
After negotiations on my trade in and the price of the vehicle, I told the finance guy that I wanted to know their financing rate before I commit so I can shop around. Unfortunately the rate isn't available until the vehicle is in inventory for the VIN#. So I asked once you get the VIN you'll let me know the rate and then I can reject your financing if isn't favorable, correct? He said, Yes. I ended up getting approved for an auto loan from my credit union. Their rate is advertised right on their website.
After the storm hit us I receive an e-mail saying my vehicle has landed and that my bank ended up being Bank of America. Confused, I asked why do I already have a lender? My salesman said he'd get back to me, and when he did the bank changed to TD Bank at a rate of x%. I said I never agreed to finance with them and had my own lender with a better rate. So they called me in to submit the preapproved check that my credit union issued me for processing. Turns out the funds weren't able to transfer just yet (this was Friday 4pm). They gave me back the check and my car wouldn't be able to be picked up the next day because I didn't finance through them, rendering a wasted trip.
Now we were made to schedule an appointment to go through extra paperwork because we're financing through my own lender. Why couldn't we go through the paperwork then and there? IDK, it was an hour before they closed and the supervisors were probably not in.
Once the funds are processed, then am I able to drive my new car home, overall 2 extra visits are required. They still need to prep the car for me.
It's a small hassle but a hassle nonetheless and it's a bit frustrurating when they don't anticipate customer's perspective to make this purchase a smooth and efficient transaction.
What Liberty Mazda could've done differently for my customer experience is to communicate what my options are rather than moving forward without notice and also accommodate what I am likely to prefer in terms of financing and coming into the dealership for meaningful progress. Let's just see how the next 2 visits go.
Things aren't going so smoothly, but it's not the worst.
After negotiations on my trade in and the price of the vehicle, I told the finance guy that I wanted to know their financing rate before I commit so I can shop around. Unfortunately the rate isn't available until the vehicle is in inventory for the VIN#. So I asked once you get the VIN you'll let me know the rate and then I can reject your financing if isn't favorable, correct? He said, Yes. I ended up getting approved for an auto loan from my credit union. Their rate is advertised right on their website.
After the storm hit us I receive an e-mail saying my vehicle has landed and that my bank ended up being Bank of America. Confused, I asked why do I already have a lender? My salesman said he'd get back to me, and when he did the bank changed to TD Bank at a rate of x%. I said I never agreed to finance with them and had my own lender with a better rate. So they called me in to submit the preapproved check that my credit union issued me for processing. Turns out the funds weren't able to transfer just yet (this was Friday 4pm). They gave me back the check and my car wouldn't be able to be picked up the next day because I didn't finance through them, rendering a wasted trip.
Now we were made to schedule an appointment to go through extra paperwork because we're financing through my own lender. Why couldn't we go through the paperwork then and there? IDK, it was an hour before they closed and the supervisors were probably not in.
Once the funds are processed, then am I able to drive my new car home, overall 2 extra visits are required. They still need to prep the car for me.
It's a small hassle but a hassle nonetheless and it's a bit frustrurating when they don't anticipate customer's perspective to make this purchase a smooth and efficient transaction.
What Liberty Mazda could've done differently for my customer experience is to communicate what my options are rather than moving forward without notice and also accommodate what I am likely to prefer in terms of financing and coming into the dealership for meaningful progress. Let's just see how the next 2 visits go.
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