Bad Bizarre experience in Edmonton, AB at Kia West (long-ish rant, TL;DR included))

[Yangl123]

TL;DR:

• Salesperson knew nothing about the car, actually tried to convince me it was lacking specific features I was interested in.
• "Test drive" was basically out the parking lot and 4 right turns.
• Finance person was defensive and denied other manufacturer's lease incentives, calls his buddy who works for said manufacturer in front of me presumably to prove me wrong - instead gets a lesson on the phone while I'm sitting there waiting.
• Possibly I was profiled because of my fashion preference?

So today I went in to check out the stinger and go for a test drive after lurking these forums for a little bit. I have narrowed the choice of my next car purchase to the Stinger GT ltd, Audi S5 sportback and Lexus IS350 Fsprt (low down on the list). The positives from my dealership experience were the staff were all nice and personable. They were also very patient and took time to answer all my questions, and were quite forthcoming with their answers. I never felt "pressured" at any point.

OK on to the meat of it. My wife contacted the dealership earlier in the day to schedule the test drive the Stinger GT ltd for me. The salesperson (who my wife spoke with on the phone) met us there, but really lacked any knowledge regarding the car. I mentioned to him that I saw a model from this dealership listed on AutoTrader that had carbon fibre trim on the center console - we spent 5 minutes walking around outside peaking through the windows of each Stinger on the lot to see if one of them had this trim (which I later found out is only on the GT, not the GT ltd). I told him I wanted to see the trunk auto-open and mirror auto-folding features on the GT ltd - he told me he was unaware of any of these functions and they were only available in US models; with further independent research I later found this to be a lie. Then for the test drive, he stated that we could only drive the local roads around the few blocks surrounding the dealership - he then mentioned that when I'm close to finalizing the deal I can take it for a full test drive on the highway (???). I can appreciate the fact that a certain number of test drivers do not have serious intentions of buying a car, but if you're going to blanket statement not allow real test drives then you are accepting the fact that you will piss off a few serious buyers and lose their business. Not to mention during the test drive the guy was unaware of how to switch between modes and insisted that the shift stick had a "M" mode to enable the paddle shifters *facepalm* that was just fckn weird... like we're both looking at the same shifter!! Oh yeah, and the guy also asked me at 3 or 4 separate time whether I wanted gonna trade in a car - I get asking twice if you forgot, but what the fck is the point of asking a question if you're not going to register my reply?

OK so then I go talk to the finance guy because I had questions about the lease. My first question was regarding the lease interest rate, and if there was an option to put down extra security deposits up front in order to get a lower interest rate. The guy looks at me like I'm on crack and becomes very defensive saying something along the lines of "I have no idea what you are talking about and it sounds dumb. I've been working in car finance for x years and this does not exist." So I tell him this is something that Toyota/Lexus national finance offers, and for the IS350 Fsprt you can put down enough deposits to get 0% interest on leases. He says this sounds fake and one of his friends works at Toyota so he then calls this guy in front of me. I basically have to listen to this guy have a conversation with his friend who explains to him exactly what I said, but repeated like 3 times. After that ordeal, he says he learned something new, and no Kia does not have this incentive. The rest of the conversation was fine and he was much more earnest, he answered my remaining questions and gave me some good considerations to help make my decision - this may have been due to the fact that I let slip one of my family members has been in the car business a long time, who he happened to be acquainted with.

I do wonder if my appearance was part of the reason for the treatment I got. I don't know how a young doctor is supposed to dress, but I strolled in with a t shirt, weird cargo pants and sneakers. Also I look younger than my age (29). They never asked me for my occupation, but did ask what car I currently drive (Lexus RX350), which I agree is much more tactful toward the customer. I also give them a bit of benefit of the doubt because I often come across a bit direct and I ask very specific questions, which can make some people uncomfortable (though those are not my intentions).

I left the dealership feeling like I got most of I was looking for because I got all the information I wanted, got to see a Stinger up close for the first time, and got my hands behind the wheel. However, IN MY OPINION these guys I interacted with have significant room for improvement in terms of job competency. I am pretty set on the Stinger - honestly I might still come back here to go through with the purchase. On the one hand I don't want to reward/reinforce behaviour that I disagree with, I did take a while of their time and perhaps my expectations are out of line. I'll sleep on it.

Anyways rant over, I can't wait to actually pick one up soon!

 

[nhcowboy28]

Now give me the cliff notes version.

 

[Flameangel]

Good Luck with your purchase and whichever Dealership you decide to go with, I have that in front of me, looking to get a Stinger in the next couple of months. Not really looking forward to the dealership bargaining side but if they don't come to the ball, we will be prepared to walk until someone comes to the party

 

[mldavis2]

Unfortunately, car salespersons are just that -- SALESpersons. They may be selling vacuum cleaners one week and furniture the next. Not many real "car guys" in that business, and the real profits are in used car sales, not new cars, so your chances of getting an experienced pro in new cars is slim but possible. Most are pressured to "move iron" and don't take the personal time to learn their products. Get used to always knowing more about the car than the salesperson. If possible, talk to the service manager, not a salesman, if you have questions. You can also get access to owners manuals online that will tell you more than any salesperson will ever know.

I do all of my research online and from product reviews from multiple trusted sources. I order my car off the transport and will not accept a "demo" as a new car purchase. That avoids low mileage abuse and/or showfloor battery damages. Sell those cars to someone else.

I have a 2018 GT2 with 19,500 miles. Perfect so far. No regrets.

 

[M'Kehyah]

Every time I actually walk into a dealership I know vastly more about the car I am interested in than the salesperson. I accept that fact. I did walk away from a dealership as the salesman argued with me for 8 minutes (all I could stomach) as he stated "there is no such thing as a Mitsu Ralliart Sportback..." Uhm, yeah. There is and I bought it elsewhere... SMH So I say all that to say - buy the Stinger in spite of this poor dealership experience! (You'll thank me )

 

[Revvdmedia]

Here are some thoughts:

"but really lacked any knowledge regarding the car."
-Salesmen/women these days rarely lack knowledge of the product. They are trained to sell and produce profit, not know the product.

"Then for the test drive, he stated that we could only drive the local roads around the few blocks surrounding the dealership - he then mentioned that when I'm close to finalizing the deal I can take it for a full test drive on the highway"
-This is simply a sales trap, it's not that they don't want you to drive the car, they just want leverage of you to start signing paperwork which gets them one step closer to selling.

"the guy also asked me at 3 or 4 separate time whether I wanted gonna trade in a car - I get asking twice if you forgot, but what the fck is the point of asking a question if you're not going to register my reply?"
-I see this more or less as trying to secure information on the sale and test if you're going to make the purchase asap. Leverage.

"After that ordeal, he says he learned something new, and no Kia does not have this incentive."
-He could be new to the position or with this dealer and may actually be unfamiliar with this practice. I didn't know that was offered myself, but I also don't look at leases.

I do wonder if my appearance was part of the reason for the treatment I got. I don't know how a young doctor is supposed to dress, but I strolled in with a t shirt, weird cargo pants and sneakers.
-This is a little funny because that's exactly how I would picture a Kia consumer, not like you were in the Jaguar dealership.

"honestly I might still come back here to go through with the purchase"
-You can choose to "punish them" by not buying, but at the end of the day it is your money, go with whoever gives you the best deal and don't look back. Service quality from the service department is your next consideration post-purchase, but don't be influenced to give this dealer the service work if you are not happy with what you are getting.

You had a crappy salesman. I actually looked at a Stinger at this dealer and I can't remember my salesman's name, but he was very knowledgeable and no more pushy than a normal salesman. He rattled off all the safety features I don't much care about, but he knew his stuff.

 

[Peeso33]

TL;DR:

• Salesperson knew nothing about the car, actually tried to convince me it was lacking specific features I was interested in.
• "Test drive" was basically out the parking lot and 4 right turns.
• Finance person was defensive and denied other manufacturer's lease incentives, calls his buddy who works for said manufacturer in front of me presumably to prove me wrong - instead gets a lesson on the phone while I'm sitting there waiting.
• Possibly I was profiled because of my fashion preference?

So today I went in to check out the stinger and go for a test drive after lurking these forums for a little bit. I have narrowed the choice of my next car purchase to the Stinger GT ltd, Audi S5 sportback and Lexus IS350 Fsprt (low down on the list). The positives from my dealership experience were the staff were all nice and personable. They were also very patient and took time to answer all my questions, and were quite forthcoming with their answers. I never felt "pressured" at any point.

OK on to the meat of it. My wife contacted the dealership earlier in the day to schedule the test drive the Stinger GT ltd for me. The salesperson (who my wife spoke with on the phone) met us there, but really lacked any knowledge regarding the car. I mentioned to him that I saw a model from this dealership listed on AutoTrader that had carbon fibre trim on the center console - we spent 5 minutes walking around outside peaking through the windows of each Stinger on the lot to see if one of them had this trim (which I later found out is only on the GT, not the GT ltd). I told him I wanted to see the trunk auto-open and mirror auto-folding features on the GT ltd - he told me he was unaware of any of these functions and they were only available in US models; with further independent research I later found this to be a lie. Then for the test drive, he stated that we could only drive the local roads around the few blocks surrounding the dealership - he then mentioned that when I'm close to finalizing the deal I can take it for a full test drive on the highway (???). I can appreciate the fact that a certain number of test drivers do not have serious intentions of buying a car, but if you're going to blanket statement not allow real test drives then you are accepting the fact that you will piss off a few serious buyers and lose their business. Not to mention during the test drive the guy was unaware of how to switch between modes and insisted that the shift stick had a "M" mode to enable the paddle shifters *facepalm* that was just fckn weird... like we're both looking at the same shifter!! Oh yeah, and the guy also asked me at 3 or 4 separate time whether I wanted gonna trade in a car - I get asking twice if you forgot, but what the fck is the point of asking a question if you're not going to register my reply?

OK so then I go talk to the finance guy because I had questions about the lease. My first question was regarding the lease interest rate, and if there was an option to put down extra security deposits up front in order to get a lower interest rate. The guy looks at me like I'm on crack and becomes very defensive saying something along the lines of "I have no idea what you are talking about and it sounds dumb. I've been working in car finance for x years and this does not exist." So I tell him this is something that Toyota/Lexus national finance offers, and for the IS350 Fsprt you can put down enough deposits to get 0% interest on leases. He says this sounds fake and one of his friends works at Toyota so he then calls this guy in front of me. I basically have to listen to this guy have a conversation with his friend who explains to him exactly what I said, but repeated like 3 times. After that ordeal, he says he learned something new, and no Kia does not have this incentive. The rest of the conversation was fine and he was much more earnest, he answered my remaining questions and gave me some good considerations to help make my decision - this may have been due to the fact that I let slip one of my family members has been in the car business a long time, who he happened to be acquainted with.

I do wonder if my appearance was part of the reason for the treatment I got. I don't know how a young doctor is supposed to dress, but I strolled in with a t shirt, weird cargo pants and sneakers. Also I look younger than my age (29). They never asked me for my occupation, but did ask what car I currently drive (Lexus RX350), which I agree is much more tactful toward the customer. I also give them a bit of benefit of the doubt because I often come across a bit direct and I ask very specific questions, which can make some people uncomfortable (though those are not my intentions).

I left the dealership feeling like I got most of I was looking for because I got all the information I wanted, got to see a Stinger up close for the first time, and got my hands behind the wheel. However, IN MY OPINION these guys I interacted with have significant room for improvement in terms of job competency. I am pretty set on the Stinger - honestly I might still come back here to go through with the purchase. On the one hand I don't want to reward/reinforce behaviour that I disagree with, I did take a while of their time and perhaps my expectations are out of line. I'll sleep on it.

Anyways rant over, I can't wait to actually pick one up soon!

1. Bad Sales.
2. No MSD.
3. Now go buy the car.

 

[Manchuz]

Dude, just go to a different Kia dealership. There's gotta be more than 1 in the Edmonton area. As others have said, you WILL have more info and know more about the car than any salesperson, and any questions you have can easily be obtained here or on YouTube or the net. There's no point in trying to argue with an uneducated sales/finance rep. It just irritates them more. It's like me going to my family doctor to consult some illness, get his advice, and then say "well, I read on the internet that it really is blah, blah, blah". Doctors hate that shit! It's like you're questioning their expertise. I usually get the response of "do you believe everything you read on the internet", lol. Anyways, the important thing to take out of your visit is the test drive. Find out about the various rebates and incentives, learn what the dealer markup is so you know how much haggle room you have, determine your trade-in value (if you're trading in), and be ready to make an offer. That's it.

 

[Revvdmedia]

Find out about the various rebates and incentives, learn what the dealer markup is so you know how much haggle room you have, determine your trade-in value (if you're trading in), and be ready to make an offer. That's it.

I fully agree with this. I normally spend 2 to 3 hours negotiating with the sales rep and sales manager because I've done my research and know what I'm willing to pay, with the expectation they want to turn SOME profit. They will never give you the best price straight up, you need to work for it, every time.

 

[Yangl123]

I wrote that wall of text last night when I couldn't fall asleep and felt like ranting, feels good to share with other people. Based on your replies, I think my expectations have been curbed. One interesting thing they told me re: the warranty is that only mods affecting what goes IN to the engine (the guy specifically said chip) will void the powertrain warranty - turbo back and basic suspension is fine. I didn't ask specifically about intakes...

 

[Doel]

I feel that most dealerships don't take customers seriously when they look young or incapable of purchasing said car. I was in sales for a long time and I can understand why, when you're working off commission you don't want to waste valuable sales time helping someone that most likely won't purchase anything. Blame all the tire kickers that go to dealerships simply to waste salesman's time.

 

[Callum]

True car salesmen don't exist anymore. Any salesman I've dealt with in a car dealership in the past 8 years seems like a washed up Eureka vacuum guy...

No drive to learn the products.

 

[Doel]

True car salesmen don't exist anymore. Any salesman I've dealt with in a car dealership in the past 8 years seems like a washed up Eureka vacuum guy...

No drive to learn the products.

pretty much, when I car shop I already come knowing everything there is to know about the car I want, plus every single discount and lease deal there is. I don't trust those guys to know anything at all because usually they don't. All I want to do when I get there is test drive the car and then negotiate price.

 

[Wilzer]

Your feet are your friends, at the "only local roads" comment, say well, "thank you but I'm leaving now" (maybe have a friend page you or call on cell at certain time and declare emergency--like you get out of other stuff ) Also, since you are young, make many comments about your online presence, here in the states, they seem to be sensitive to negative on line comments. Try Yelp, and I would try KIA customer support, ask them to have the dealership schedule a full road test for you. Look up all car salesman tactics as well as car specs. Oh yeah, next time wear your scrubs They should get that you are a "no nonsense" person, but they will try their tricks. Otherwise, look up a purchasing service.

 

[MerlintheMad]

• Salesperson knew nothing about the car, actually tried to convince me it was lacking specific features I was interested in.

• "Test drive" was basically out the parking lot and 4 right turns.

• Finance person was defensive and denied other manufacturer's lease incentives, calls his buddy who works for said manufacturer in front of me presumably to prove me wrong - instead gets a lesson on the phone while I'm sitting there waiting.

• Possibly I was profiled because of my fashion preference?

Anyways rant over, I can't wait to actually pick one up soon!

Entertaining report (I read the whole thing). I contrast these experiences with my own, which was flawless. I did know more about the Stinger's development than the sales guy. But he had done his homework on the features and workings and he educated me three days after my test drive and we were sitting in my brand new car.

So I guess the customer experience is inevitably varied but one should not put too much weight on that experience. After all, the salesperson is not going to interface with you after purchase. The only thing going forward is the service department. And sales and service are in no way related: you can have a great sales experience and then find out the service department is less than confidence building; or visa versa.

 

[RUFFSTUFF]

The only things that matter are getting the car you want at the price you are willing to pay, and the Service Dept... everything else is mostly stroking egos.

 

[Yangl123]

Entertaining report (I read the whole thing). I contrast these experiences with my own, which was flawless. I did know more about the Stinger's development than the sales guy. But he had done his homework on the features and workings and he educated me three days after my test drive and we were sitting in my brand new car.

So I guess the customer experience is inevitably varied but one should not put too much weight on that experience. After all, the salesperson is not going to interface with you after purchase. The only thing going forward is the service department. And sales and service are in no way related: you can have a great sales experience and then find out the service department is less than confidence building; or visa versa.

Yeah the primary reason for posting this is because I thought it would be entertaining for some of you. When it comes to decision making I am on the pragmatic side, so my dealership experience won't affect which car I end up buying - but maybe where I buy it .

 

[Revvdmedia]

My sales proposal from my purchase included a cover sheet calling the package a special proposal just for me! I was rather sarcastic and facetious in my response of "wow, for me?"

The ridiculousness of sales these days...

 

[cncBilly]

When I bought my car I always had the wife and little dog in tow, we always dressed down. When I walk into the dealership I am the boss, if they don't want to play my way bye-bye. Once we new we were buying a Stinger the fun started. I used 3 dealerships. I refussed test drives on first visits telling them I don't like to waste my time, I'll drive one when I make up my mind it's what I want, but I can't possibly do that if I don't know what their best price is. It's like pulling teeth trying to get the number out of them but when looking the sales manager in eye with his salesman sitting there I would just say "well I guess we are done here, lets go honey" and get up. Believe you me numbers will start to hit the paper. One of the dealers offered us a 24 hour test and tried getting us to do it asap. We told them we were far to busy at the time (we weren't) and made arrangments to do it a couple days later. I had no intention of buying a car from these rounders but I did take their car for the 24 hours. After the test I new I had to have one. We then went back a dealership we visited earlier, the young sales guy recognized us immediately. He asked if we were back for a test drive. I said no I've done that else where, we are here to talk price. So we sit down with him and the sale manager who is reluctant to give us a price because we haven't driven one, told him we did elsewhere and I have a pretty good price for them that it's up to you to beat. Never tell them the number no matter how many times they ask you!! So after some tag team negotiating we got a number we were content with, I think it was 49k ish. We thank them for their time and left. Meanwhile dealer number 3 sent me an email apologizing for not answering my earlier email....it went to his junk. So I sent him a note telling him I was sufficiently erked and that we moved on, but in fairness to him I would give them a one time shot no backing and fourthing just a number. Well didn't they come back with a better number not much better but better. However they don't have an Atomic(bomb)Blue with 7k or less, my preset parameters. So they phone around to find one. I get a call from young salesman at dealer 2 asking if North Shore Kia is looking for a car for me. I told him I don't know, but probably. So to get my business back they matched the new price added the platinum tire and wheel warranty, all weather mats and a couple other things I can't remember. Final price was $48,850. As for the visit to the finance person for all the up sell bullshit, she quickly realized I have little to no patience for that crap. All in all I did it my way and had fun with them. 7 weeks in "I Love my Stinger". Bit of a lengthy post. Sorry.

 

[Siddhu290]

When I bought my car I always had the wife and little dog in tow, we always dressed down. When I walk into the dealership I am the boss, if they don't want to play my way bye-bye. Once we new we were buying a Stinger the fun started. I used 3 dealerships. I refussed test drives on first visits telling them I don't like to waste my time, I'll drive one when I make up my mind it's what I want, but I can't possibly do that if I don't know what their best price is. It's like pulling teeth trying to get the number out of them but when looking the sales manager in eye with his salesman sitting there I would just say "well I guess we are done here, lets go honey" and get up. Believe you me numbers will start to hit the paper. One of the dealers offered us a 24 hour test and tried getting us to do it asap. We told them we were far to busy at the time (we weren't) and made arrangments to do it a couple days later. I had no intention of buying a car from these rounders but I did take their car for the 24 hours. After the test I new I had to have one. We then went back a dealership we visited earlier, the young sales guy recognized us immediately. He asked if we were back for a test drive. I said no I've done that else where, we are here to talk price. So we sit down with him and the sale manager who is reluctant to give us a price because we haven't driven one, told him we did elsewhere and I have a pretty good price for them that it's up to you to beat. Never tell them the number no matter how many times they ask you!! So after some tag team negotiating we got a number we were content with, I think it was 49k ish. We thank them for their time and left. Meanwhile dealer number 3 sent me an email apologizing for not answering my earlier email....it went to his junk. So I sent him a note telling him I was sufficiently erked and that we moved on, but in fairness to him I would give them a one time shot no backing and fourthing just a number. Well didn't they come back with a better number not much better but better. However they don't have an Atomic(bomb)Blue with 7k or less, my preset parameters. So they phone around to find one. I get a call from young salesman at dealer 2 asking if North Shore Kia is looking for a car for me. I told him I don't know, but probably. So to get my business back they matched the new price added the platinum tire and wheel warranty, all weather mats and a couple other things I can't remember. Final price was $48,850. As for the visit to the finance person for all the up sell bullshit, she quickly realized I have little to no patience for that crap. All in all I did it my way and had fun with them. 7 weeks in "I Love my Stinger". Bit of a lengthy post. Sorry.

Did you do a cash deal or go the financing route?