Dean Team Volkswagen Kirkwood

I was looking for somewhere to review this dealership for other potential purchasers - this was our experience: We went in to casually view a few car options that weren’t available at a dealership closest to our home, we were surprised by the immediate level of customer service that we received. We quickly determined that the vehicles we came in to look at would not work for us as they didn’t fit our lifestyle. We had mentioned that we liked the Atlas, but it was out of range considering what we wanted to spend. We were pushed to make an offer on a vehicle with the trim level we wanted - which they didn’t have and would have to procure from another dealer. We shot them another thinking it would be too low and we’re surprised to find that the manager agreed - even knowing that he would have to have it brought it. We were super appreciative of that - and their willingness to be so proactive as an expression of their appreciation for military service members. We put down a deposit - which was never expressed as nonrefundable - with the verbal expectation that we were agreeing barring any issues we had with the vehicle once it came in. The vehicle came in a few days later and we came in to test drive it after the weekend. We were concerned with several issues - particularly the transmission lag. Our saleswoman even asked why we weren’t as excited as we “should be”. Upon leaving we expressed our concerns with each other and then notified our saleswoman via text. Late last night we received a text back saying she would address our concerns with the manager and get back to us. We waited hours after opening and didn’t hear anything. We decided the most effective and honest way to address our concerns would be to just visit the dealership. We walked in the door to an immediate hostile attitude. Our saleswoman greeted us but then just stood there while the manager berated us loudly on the floor; “I took you at your word that this was the car you wanted...I now own this car that I bought for you...What if I decided just not to sell you this car for what we agreed on - you’d lose your mind!...etc” Not only was this extremely poor customer service, but it was rude and meant to intimidate. Another salesperson - who we had never even spoken to - came over and also loudly and heatedly interjected how we were doing wrong by the dealer. When asked what we wanted to do we stated that we did not want to purchase THIS Atlas and we wanted our deposit back. “No, never going to happen!” shouted at us so we left as to not cause a bigger problem and possibly turn what should have been a civil conversation in to an actual altercation. OUR DEPOSIT MONEY WAS STOLEN by this dealership - we had no written agreement beyond the price that we would pay if we purchased this vehicle. Before placing the deposit on the car we expressly asked if it was in order to hold this particular vehicle for us BARRING any concerns that we may have as we had never driven it, let alone set eyes on it. In my opinion I would spend time with another dealership if you like to keep you money in your pocket and don’t like being publicly shamed for issues out of your control. This behavior was abhorrent and we are disgusted. Deposit money is ALWAYS refundable unless expressly stated otherwise. Yelling at customers on a sales floor is NEVER acceptable behavior. Shame on you.