Quirk Chevrolet of Manchester

It all started with a polite inquiry for some brochures. I received a reply from John Elsten at the dealership where he told me he was putting the brochures in the mail that morning. I found out later that GM no longer prints brochures. The fact that I was told a bold lie within my first two sentences of interaction with Quirk GMC/Buick, should give you an idea of how the rest of this review is going to go. After receiving some email flyers with links to broken webpages (I guess this is what passes for brochures these days), I decided to seriously consider purchasing a Buick Enclave and decided to test drive one over the weekend. Sometime before that though, I received a message on my voicemail from Groves regarding a used PT cruiser with no backseat that he thinks I would be very interested in. Apparently, after inquiring about 7 passenger SUV's, Groves immediately thought of me when he found a two-seat pseudo-sedan. Nothing so far is show-stopping, of course. At worst, it's just sloppy business. I test drove the car, liked it, but decided to keep looking around in hopes of finding a color combination I preferred. I asked when they might receive new vehicles in, and John told me that he did not know. The next day, a slew of new Enclaves appeared in Quirk's online inventory. Surely these were not a surprise. I don't believe that no one at the dealership knows what new inventory will be arriving and when. If they had bothered to answer my inquiry truthfully, and made an attempt to find out when the car I wanted would be available, alot of this frustration could have been avoided. I sent an email inquiring about the car that I wanted. I referenced a stock number and noted the color and trim information. I asked that they contact me via email, or wait until I would be available by phone a few hours later. About twenty minutes later (while I was still at work), I got a phone call from Steve discussing specific numbers of a deal. He told me that he had the car that I wanted in stock, and that he could give me a great price if I can close the deal by the end of the month. After that, we started discussing some specific numbers. The MSRP that he quoted just a tiny bit off from what I found online. After questioning this, I found out that we were not even discussing the car I wanted. Even though I had referenced a dealer's stock number and noted the color and options in my inquiry, I was being offered a deal on a completely different car! Further probing revealed that the car I wanted had not actually arrived at the dealership yet. I was willing to wait. It was March 29th, and Buick's rebates and incentive offers were good until May 2nd. I had time to wait. However, finding the exact color combination I wanted was proving difficult and I understand the dealership wants to make deals sooner to pad their month. After some phone calls on Tuesday afternoon I was told that someone would "go and get" the car and I was congratulated on my new purchase. I was told that I could come in either Wednesday or Thursday to "close the deal". I guess I was naive for thinking "close the deal" and "pick up your new car" are different things. I made arrangements with a babysitter and planned to leave work early. During the day on Wednesday, I even sent an email to the dealership asking if they were able to obtain the payoff information on my trade-in. In that email I identified myself and said specifically that I planned to be there around 6:30 to "pick up a new Enclave". I even got a voice mail from Luc during the day that said that "everything was all set". When I arrived, at the specific time that had been discussed via email and phone calls, no one was there to meet me and shake my hand. I went inside, used the men's room, and then started looking around for someone to help me. After some floating around, I was introduced to Luc who immediately had me filling out forms and signing documents. I stopped and asked to see the car. I was insistent that I did not want to sign any deals until I actually saw the car. I wanted to make sure that the car I pictured in my head, was actually the car I was buying. During this time, they took my current vehicle (which they had already appraised for trade just a few days before). I saw someone get in it, drive it around the building and then park it in a different location. When I started making inquiries about where my new Buick was, and insisting that I wouldn't sign until I saw it, someone went out and moved my car again. When I was ready to leave, no one had my car keys. There was a lot of "uuhhh, I think Tony has it..." and other slimy tactics to prevent me from leaving. Finally, Steve found my car keys and brought them out to me. He wouldn't look me in the eye, he didnt' shake my hand, he didn't thank me for coming in. He handed me the key and turned around. It's obvious to me that this dealership deliberately distorted the truth and used ambiguous language to lure me into the dealership so they could pressure me to close the deal before the month ended. Based on the discussions over the phone, and the documented email correspondence, it should have been clear that I expected to drive home with a new car. They guessed (correctly, I might add) that I would not have gone to the trouble that I did to drive from Lowell to Manchester on a worknight just to fill out the paper work and meet their internal deadlines. So they only way to get me in the door, was to lie. I used very clear language, referenced stock numbers, and was very specific in my descriptions of what I wanted, when I wanted it, and what I expected to pay. I could believe one salesperson being inattentive and forgetful, but all four of them? I don’t think so, not when I was so clear and specific in my correspondence. Of the four salespeople I dealt with, John, Luc, Steve and Groves, not one of them realize that there is a big difference between a black car on your lot, and a brown one that is somewhere else? It's clear to me that this whole experience was choreographed in an attempt to pressure me into a deal I'm not comfortable with. They deliberately tried to confuse me about the numbers of the deal by switching cars. They deliberately lured me into the dealership with false hopes of driving home a new car. And then they trapped me there by constantly moving my own car and my keys. I would not buy any car from this dealership, at any price. The whole experience was slimy, and this organization cannot be trusted. Brian L