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You know that Seinfeld episode where they go to the dealership and George makes the comment to Jerry, “It’s a dealership, of course they are trying to screw you.” Well this place is that comment embodied.
I came to check out a reasonably priced 2007 Acura MDX. I drove 60 miles from Indiana to test drive the vehicle. My sales person was Rodger. He was a typical salesman but friendly enough. He gave me the valet key for the test drive. I did not think anything of it. The car drove great but I noticed that the gas tank would not open. Rodger informed me that a business man traded the car in and upgraded to a new VW Atlas. He said he knows the man took care of the vehicle and that he would have a technician look at the door to the gas tank. He also said that the batteries were dead in the key fobs but if I bought the vehicle he would replace the batteries and get me two working fobs.
We did some negotiations and agreed to a fair price of $7300 including taxes and fees for the vehicle. The Pre-Owned Manager, Scott Spisak, came and confirmed the sale. Scott took me out side and showed me a back door to the gas tank through the trunk and said that he was able to open the latch door to gas tank from there and that it now works.
As I was waiting for the car to be detailed and gassed up Rodger came back to show me the keys. He said that he was able to open one fob but that the dealer did not carry the battery it required. He told me that he just put new batteries in his wife’s key fob and it cost less than $7. He assured me that the key fobs worked and all I needed was the battery, which I could get from any auto parts store. He also said in the event that they did not work I could call them back and his manager, Scott Spisak, would help me out. He said not to worry though because it was a 2007 car and that batteries in the fobs die all the time. He assured me that he, his manager Scott Spisak, and Pugi would resolve the issue.
I did not want to purchase the car and find out I have a problem with the fobs. I went to a Napa Auto Parts down the street and purchased two batteries. I had a technician from Napa install one of them in a fob and it didn’t work. She said there was evidence of water damage.
I took the keys back to Pugi VW and informed Rodger that 1 fob did not work. He told me to meet with his manager, Scott Spisak while he went on YouTube to find a video of how to replace the battery. Scott right away was rude and confrontational. He said that he was not going to fix fobs on a 12 year old car. He said that he was not an Acura dealer and he was trying to be nice to me when we agreed to the sales price and terms of sale of the vehicle. I told him that Rodger had already agreed to give me 2 working fobs. He said that “it does not matter what his salesperson said, he was the manager and he was not going to do it.” When I asked him if the word of his sales people matters he replied by asking, “What if he offered you a million dollars am I responsible for that too?” I am not sure how he got from 2 key fobs to a million dollars but I replied by saying, I am not talking about what if’s; I am talking about what actually did happen. He said he did not care what his salesperson said he was not going to honor the agreement.
I was shocked and asked him one more time because I could not believe what he was saying. Again I told him what Rodger told me. He said, “I did not tell you that we would fix the fobs. I am the manager. I do not care what he said.” …. Let that sink in…. The manager said what his sales people tell customers DOES NOT MATTER. Why would anyone do business with a dealer that allows sales people to make assurance’s to cash paying customers and then not honor the agreed upon terms?
He said that obviously I did not want the car and if so I could leave. I guess driving 60 miles, test driving a vehicle, agreeing to a price, and paying for new batteries at my own expense was not convincing enough for him. Scott Spisak was terrible to work with. According to management of Pugi VW, the word of the sales people it employs does not matter. Rodger did not deliver upon what he said he would.
Scott did agree to reimburse me for the cost of the batteries and told me I could leave. When I asked him if he knew the cost of the batteries he asked me for a copy of my receipt. Not sure how he was planning on paying me back without that info. He then said he would issue me a check on the next Monday and took a copy of the receipt. He kept the new batteries so I am unable to return the batteries for a refund. I confirmed with him via email and he assured me that he “turned in the receipt to the office this morning” and that he would, “personally have the check put in the mail today.” Will update if he stays true to his word or not.
I understand the vehicle is more than a decade old and it will have some issues. What I do not understand is how Scott Spisak could renege on an agreed upon deal, how he could treat a customer so poorly, and how the word of a sales person just gets thrown out. I called an Acura dealer and was quoted $126.04 per fob. If I bought this vehicle I would have been stuck with an additional $250+. I cannot express my disapproval of the actions Rodger, Scott Spisak, and Pugi VW enough. These nefarious acts should warn off anyone considering doing business with Pugi VW. Quite literally, this place is Thunderdome… Anything goes…. As long as Scott Spisak says so.
I was very please with Mr. Andre Jennings and the Pugi Dealership services. Mr. Jennings was very good in every area of the transaction. He was supportive, informative, and great overall. I would recommand my family and friend to come to Pugi and asked for Mr. Andre Jennings. I was there with a family member and friend to get two cars in least then one month and Mr. Jennings was wonderful both times.
Tips For Purchasing Through Pugi Volkswagen:
I purchased my Jetta 3 years ago from Pugi and have been nothing but disappointed. They are friendly when getting routine things done such as oil changes but do not plan on them fixing your car if it’s something that will be covered under a warranty. And if this does occur I have learned to assume the service center will argue with me and be extremely rude throughout the entire process. I have experienced this twice in 2 years and both times for the same problem. They may then charge you for and replace the wrong part, in the end not even fixing the problem you paid for. You may also want to take photos of items you are having them check because when they break something they will continue to repeat “Ma’ma that’s exactly what it looked like.”. Oh and remember to not loose any warranty paperwork because I have been accused of having no extended warranty and if I hadn’t had my warranty forms I guess I would have just been out of luck. You will have to argue to get a loaner car when items under warranty are being fixed. Once you do have a time scheduled to take your car in and get a loaner do not assume they will have a loaner when you go there. They will most likely tell you that they will call you tomorrow and let you know if there are any loaners. So remember appointments mean nothing to them. It is sad to know that a family owned company would treat loyal customers like this and I hope they will begin to learn how to treat their customers with appreciation and respect. I love my Volkswagen and this dealership is not respresenting the company in a professional manner.
In Spite of being told not to buy from Pugi, I did. The General Manager is a jack ass and a lier. I was over charged on my deal and when I confronted the manager he called me10 days AFTER I bought my car he called and said he was coming to my house to take my car. Funny since all the financing went through and the bank already paid him. His attempt to intimate failed. The sticker that is suppose to go in the window disappeared and they were suppose to order a new one. 3 months later and NOTHING. I called to speak to VW customer service and have gotten nowhere. PLEASE do not but from this dealer if you do not want headaches. GO TO A HONEST DEALERSHIP NOT PUGI