Business ProfileforSubaru Of Niagara

Absolutely the most horrific and unprofessional experience of any dealer we have ever dealt with. My wife put a deposit down on a Subaru Ascent but 4 days later we had to back out of the non-firm deal. When we let our salesperson know that we had to back out he became unresponsive. After a second message he advised that his manager would have to deal with it. There were no further communications of next steps and no further direction was provided. I went to the dealership to meet with our salesperson and to collect the deposit back. After stating that we had to back out due to personal reasons the salesperson immediately accused me of buying another vehicle. He then referred me to his manager who again asked me why we were backing out of the deal. I repeated that it was due to personal reasons. The manager continued to ask me the same question three more times and I had to repeat myself louder and louder each time. The manager then accused me of buying another vehicle and also accused me of being "trained" on what to say by another dealership. My deposit was refunded. At this time the salesperson insisted on following me outside of the dealership **************************. He asked if I knew that he worked on commission. I said nothing and continued to my vehicle. He then yelled across the parking lot thanking me for being so professional. I did not respond and left the property.

After receiving and reading this, this morning I have been thinking the proper way to respond.
I will start by saying anyone reading this, please read the 50+ glowing reviews about Brayden and how professional, kind, attentive, courteous and caring he is when assisting his clients. He is a true professional and a class act in our industry. We are very lucky to have him on our team and outside of work he is a great human and better Father.

Your wife came in to meet with Brayden on the Tuesday after Family Day. As mentioned, you and your wife have bought many vehicles, so you knew exactly what you were doing when leaving a deposit, your wife signing our worksheet with agreed upon numbers that says 'Sales Final' right on it and as Brayden reviewed in total detail, that a deposit and signing is a commitment to purchase our new Subaru. It was reviewed and explained in no other way. Your wife called you to review all the numbers, everything was agreed, and we proceeded. I have no clue how firmer a deal could be.. your wife's signature was in 2 areas, deposit was collected, your trade in ownership was left with us, 'Thank you's' were exchanged, etc. From here time is taken to trade, secure and outsource a vehicle which was done quickly and effectively with Brayden providing updates. With the current inventory shortage when one vehicle is secured, this could mean saying 'no' or 'we are unable to get this vehicle' to another customer or 5.
You came in unannounced demanding your deposit back, Brayden greeted you and was trying to have a normal conversation with you. You kept repeating the same thing over and over and made a scene in our showroom. Between when you came in and your deposit being refunded with no explanation or conversation, the total time was approximately 5 minutes. Brayden asked to speak to you and have an honest conversation regarding the experience, the time he spent assisting and everything that went down. You began to take your mask off and glare at him aggressively and walk away with no response.
We had been totally accommodating, helpful, responsive and everyone has been trying their best over the last 2 years with everything going on - the least that you could have done was be kind and respectful of all of the time we put in to this. In email exchanges after I had said this, and will say it again, I wish you the best going forward and thank you for the opportunity. This was a learning experience for us as well.
Sincerely,
Devin K.
Sales Manager