Our experience with Go Richmond Subaru was incredibly - briestan
Our experience with Go Richmond Subaru was incredibly disappointing from start to finish.
Charles was great to deal with. He promptly sent a video walk-around of the 2023 Toyota Sienna XSE and explained that, due to demand, the advertised sticker price was likely the best available. The following morning we worked with Scott, who again confirmed the sticker price (plus fees) was their "tightest price." We agreed to purchase the vehicle at full asking price and, after being asked whether we would finance or pay cash, explained we were open to either depending on the final numbers. When Scott said he needed a payment method to process the deposit, we chose cash. He took our credit card over the phone and asked for our explicit authorization to process the deposit, which we provided.
Only then were we told by manager Max that the vehicle was "finance only"—a condition that was never disclosed in the advertisement or mentioned during any prior conversations. We offered to finance with a large down payment if required to complete the sale and were promised a call back. Instead, after hours of chasing updates ourselves, we were told the vehicle had been sold. We were then informed that our deposit had never actually been processed and was only considered a "hold" or "show of intent," despite being asked for our credit card and consent to authorize a deposit.
Throughout the day we were repeatedly promised callbacks from management that never came, spent extended periods on hold, and received inconsistent explanations about the dealership's policies.
At the end of the day, this dealership had a vehicle we wanted, we agreed to pay exactly what they were asking, we provided our credit card, authorized what we were told was a deposit, and trusted them with our personal financial information. Whether they now choose to call it a hold, a deposit, or a "show of intent" doesn't change the outcome: we did everything they asked us to do, and the vehicle was still sold out from under us.
Unfortunately, our trust was completely lost. The poor communication, changing terms, and lack of accountability turned what should have been an exciting purchase into one of the most frustrating dealership experiences we've ever had. Based on our experience, we cannot recommend Go Richmond Subaru to anyone looking for an honest, transparent, and professional buying experience.
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