Locate an Auto Repair Shop in Laurel, Delaware

BRAVO! Thank your for your indepth and insightful analysis. As for qwert392001 statement: Car sales are difficult for everyone involved, the consumer and the consultant. What is a naturally combative relationship does not need to be emotionally charged. It is NOT "naturally combative", it just end up that way from gamesmanship for bigger profit and commision. Again, thanks benf. I think you hit the bull's eye.

Thanks for your words. (Based on previous posts and your recommendation regarding the podcast I have inferred that you are either Steve, Steve or Marshall. If this is not correct, I apologize.) I listened, with interest, to the entire podcast that you recommended. Clearly, the the SM being interviewed was either you or one of the other two (sales managers) SMs at Ourisman. I found much of the interview informative and revealing, but especially the discussion of how the interviewer ended up at Ourisman. Regardless of which SM did the interview, I was shocked at how, in my opinion, Ourisman was willing to shoot itself in the foot and, for that matter, why you would recommend that potential customers listen to the interview. My understanding of the situation, as presented in the Podcast, the interviewer/customer/buyer described how he had come into your dealership because he had been quoted a price over the phone that was to have included everything, except TTL. When he got to your dealership to close the deal, there were suddenly two additional charges that were added: destination and some type of accessory package. The customer was very upset that he had been lied to, at which point, you or one of the other SMs took over to resolve the situation. What was most revealing was that at no point during the interview did the SM appear to offer an apology for the salesman's conduct, state this was not common practice at Ourisman or claim that the customer had misunderstood the phone offer. Quite to the contrary, in fact. It appeared, in my opinion, based on the interview, the SM acknowledged that this or similar tactics are employed by Ourisman to get customers in the door, where the real deal can be made. The customer/interviewer referred to "having been lied to", but the SM doing the interview thought that word had too much of a negative connotation. At no time did the SM claim that the customer had misunderstood the conversation with the salesman. As I stated previously, I understood the SM being interviewed to say that this was a necessary tactic that your sales staff employed to get people through the doors to complete the sale. There was a quote something to the affect that sales happen at the dealership, not at home. Wow, I was shocked to hear, what I understood the SM to be saying: as necessary, we will mislead people over the phone to get them into the dealership. The interviewer/customer charitably, in my opinion, referred to this as 'gray area' of dealer integrity. I would not be nearly as charitable in describing such tactics. This certainly sheds new light on the misunderstanding your dealership had with the original poster, Rohitk. Similar to this case, Rohitk claimed a quote was given over the phone and when he arrived at the dealership, the deal agreed to over the phone had changed considerably. Regardless of whether Rohitk's claimed number was reasonable for an EX-L RN or not, I now, after having listened to the interview, find it entirely plausible, even probable, that Ourisman could have misrepresented the numbers over the phone in order to get the customer in the door to begin negotiations. Even if I have misinterpreted some of the comments in the interview (I would encourage anyone considering a purchase at this dealership to listen to the full interview and judge for themselves), this represents, at a minimum, one case where a customer was deceived over the phone regarding an offer and the dealership's representative (SM) did not deny, apologize for, or in any way attempt to distance himself or the dealership. In my opinion, this gives Rohitk's claims significant, additional corroboration.

Benf is absolutely correct, I was wrong for stating the consumer was incompetent. My sincere apologies for becoming emotionally involved in the reply I used! There are always two sides to a story and two different peerspectives, people should decide for themselves what happened. Car sales are difficult for everyone involved, the consumer and the consultant. What is a naturally combative relationship does not need to be emotionally charged. My apologies to everyone that was offended! If anyone would like to hear an informative interview on car sales visit www.econtalk.org, I believe you will find it enjoyable

No, I dont have any car to trade in, I forget to mention Ourisman Laurel Honda also preprogram my 2007 Honda CRV EX key for free (they said it costs them around $200) and .9% interest rate From Honda.

Hi, I just bought a Honda Accord sedan EX-L 4cyl on Ourisman Laurel HONDA in Maryland for $22067, Out of Door price inlcuding tax, tag and freight is $24381, dealer gave me : free floormat, wheel lock, splash guard, paintstrip and trunk tray for free. Plus, Honda pay my first month payment for free (if you own another Honda car). I think I got very good deal here.