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I feel Sunset violated the NADA Code of Ethics in several instances when I traded in my car for a new Ford. Specifically with regard to this phrase at http://www.nada.org/Publications/CodeOfEthics/Guide.htm: At this dealership, the sales professionals will at all times…be honest and truthful when dealing with customers.” §§§ These violations occurred (1) before, in the mailed piece I received, (2) during the sales process, and (3) afterward when I came in as a disgruntled customer. §§§ (1) Before: The mailing I received contained a copy of a purported email from the owner of Sunset Ford to the sales manager, saying that he had a buyer for my car and giving the manager permission to give up to 110% of KBB value for my trade-in. Attached was a “handwritten” Post-it® note from the sales manager, asking me to call him. Based on the envelope, the phone number given, and an industry article detailing this technique I know this was not a personal note but rather a data-mined advertisement sent from California. §§§ (2) During the sales process: The Sunset Ford sales manager quoted me a much lower value for my trade-in than I had found earlier that day on KBB. When I questioned it, the sales personnel insisted their finding was correct and convinced me that I had made a mistake. When checking for my mistake later, I discovered I had not been in error. §§§ (3) Afterward: When I came back later with proof of the discrepancy, they refused to completely make good on the difference. Instead, they changed the condition of my trade-in from “Very Good” to “Good” and gave me a partial trade-in adjustment based on that reduced condition. §§§ (2 and 3) During and after: They repeatedly insisted that they could only sell my trade-in for around $16,500. Yet, they priced it at $20,185 on their lot. §§§ There were numerous other, less severe infractions as the salesman and senior sales manager attempted to explain their position by morphing what actually happened to a different version of events. §§§ In my mind, I should have received the 110% of the “Very Good” condition KBB value of my trade-in. This is the percentage detailed in the mailing and the condition we based the car’s value on in my original agreement. They do not agree and knew I was angry about the revised agreement. The difference between that amount and what I received is $1,798. Despite the senior sales manager and me sending notes with my grievance to upper management (owners), I got no response from them. §§§ This is a supposedly reputable dealership with a long history and it is beyond disappointing that (a) they stooped to these levels in the first place and (b) refused to make good on their “mistaken” blue book valuation of my car. Needless to say, my family and I—as well as numerous friends—will not be shopping at Sunset Ford in the future.
We were looking to replace that vehicle and had a very negative experience with a Ford Dealer, Sunset Ford in St Louis. They had a F150 we were very interested in. We called and had them set aside as it is a 2 hour drive one way for us. We went there, they looked over my trade in, a Mercury Mountaineer, even complimenting it. When it came time to deal, they only offered $2000 for it. I told them this is unacceptable considering other dealers we have been to have offered $6700-$7000. The salesman snidely said “well you must not have KBB’ed it” I then told him, yes we did, but for your entertainment, go ahead, and he went through the process. Right in front of him, and us, came up the trade in value of the vehicle at $7100 being the average for the vehicle in good condition, as mine is. The salesman didn’t know what to say because the Proof was right there! However, with that proof, they still wouldn’t budge on the value of the trade in, thus costing them to lose a sale. We stopped at other dealers (some GM, some Ford, and one Chevy) on the way home, and had them appraise the trade in, and all were around that $6700-$7100. In fact Sunset Ford became the laughing stock of other dealerships, once we told them about the situation. I e-mailed our sales rep at Sunset and informed him that on cargurus.com, similar vehicles to the Mountaineer, with more miles were being sold at other dealers for $10-$12k, so I was certainly being fair asking for $6700-$7100. I have left a number of messages for the GM of Sunset Ford, but have yet to talk to him. Today the sales person we talked to at Sunset Ford, called on behalf of the GM, because the GM was having “family issues”. I told him appreciated him calling, but I still want to talk to a manager. The sales person said they were able to get me another $1000 on the Mountaineer bringing it to $3000. I told him they were dishonest and wanting to steal my trade in. I told him that I still want to talk to a GM from there, or some type of manager. A result of their dishonesty cost them our business, as well as any others we tell about them.