2021 BMW X7

Miscommunication - dealership price gaff - internal issue

Customer Service: 1.0 Quality Of Work: 2.0 Friendliness: 5.0 Pricing: 4.0 Overall Experience: 3.0

I have never owned or driven an Infiniti vehicle but based on positive recommendations by a few of my friends in the auto industry I wanted to find out for myself what they are like. Arriving at the dealership I was greeted by a salesman and I explained to him that I was interested in a used SUV that provides third row seating and my budget requirements. He was pretty clear with my requirements. He said he had a few on the lot that would fit into my budget. After driving the JX35 I was certain this was the car for me. From the comfort of the seat to the little gadgets I found my self in a vehicle that I enjoyed driving. On top of the vehicle I really appreciated the low pressure sales process. I was allowed to take a vehicle for a test drive and inspect the car. When it came time to negotiating the price I explained that I wanted to stay under a certain value to stay in my budget. I also asked about the in house financing and I was told a very low rate would potentially be possible. The salesman actually said maybe 2%. I needed to know at this point if I should get my own financing or go with the Infiniti loan program. I went through the preapproval process at the end of the afternoon and as an afterthought I asked what the loan percentage was. The percentage was not 2% as earlier indicated so I asked if they could look around for another lender with a lower price and the salesman said he would and I was happy that they would try to get it lower so I would not have to spend my time looking for financing. I also indicated how much I was willing to put down. Satisfied with the process so far we agreed that I could come back the next day to finish to accommodate my schedule. At the end of the evening I was told to show up the next day with a check for X amount of dollars and my trade in. I asked a few times the dollar amount to confirm because I didnt want to make any mistakes so we were all clear. The next day I arrived with the bank check in hand and my trade in cleaned out. I was greeted by the salesman and he confirmed everything was good. I handed him my trade in title and bank check as discussed the day before. Next I met with the finance person while the salesperson started the plate transfer. I immediately felt comfortable with him The new XJ35 was perfectly cleaned and ready to drive away. He went through the usual sales pitch of warranty and other add ons. He mentioned the monthly payment but it was not what we discussed the day before. I then asked what the interest rate was and if they found a lower rate. His response was no because he was not asked to find a lower rate and that they generally use Infiniti because it's better for them and proceeded to try to distract me away from asking for additional financing options. I then asked him to review the price of the vehicle, my trade in vehicle price and the amount of the check I was supposed to bring in cash. There was a $3k price difference because they made some math mistakes the night before and my trade in price ($3K) was not supposed to be included in the cash difference meaning the bank check I brought with me. Now the price of the vehicle per month is over my budget per month and I already have what I thought was a check to cover the difference. This is what really upset me- The embarrassment of getting put on the spot over additional money after I repeatedly asked if we were all set and then being pushed into a higher financing rate than I needed to pay. I feel like I lost control over the negotiation because of lack of my own lack of preparation. I would have provided my own financing if I had known there would be no more additional options. Also being told they would look for lower financing and not doing so they could keep the financing in house. I left the financing table immediately to discuss this with my sales person. He discussed what happened with his manager and they said there was nothing they could do and It was up to me to cover the difference. They acknowledged they made the mistake and they agreed it was messed up by them through their own miscommunication but they would not make good on the deal. After leaving I called their corp. headquarters to find out if they could push the sale and they said all they could do is open a case and then look into it. I'm extremely disappointed that the deal did not go through. I spent a solid 2 days at the dealership between commuting, test driving, discussing the purchase, going through the purchase and cancelling the purchase. The sales guy was very pleasant during the entire process and I feel bad for him. I feel like the numbers guys screwed us both over. I really expected to be driving out of there with a new car. Out of principle I'm going to shop somewhere else after walking out. I'll probably cross post this same thread so hopefully other people can learn by my mistakes and be more prepared when buying a vehicle. I don't want to use the salesperson's name out of respect. Sorry if this sounded more like a rant than a review. I wanted to also mention that the price on the vehicle was fair. I have been doing a lot of research and it was reasonably priced.

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