$970 of accessories added - Dealer says I have to pay for them

[bennistonr]

My telluride is here and I only ordered it with upgrade paint and leather. It has arrived with car floormats, cargo cover, cargo tray, cargo net, roof cross rails. I don't need any of those and to me they aren't even attached accessories so I do not feel I should be paying for them. Any advice on how to tell my dealer this when I pick up the car this weekend? Why can't their service and part just keep these items.

 

[PittPa]

Tell them no way Jose. It's not what you ordered and they should respect that. What was the explanation in the first place why these are there? If you want to escalate it, tell them you will contact consumers affairs or the BBB. I know some are told they have to get these at time of purchase but they know. You didn't. Did you have a purchase agreement when ordering with the final price?

 

[skeetermx1825]

My custom order came with the Rear Seat Entertainment screens and floor mats for whatever reason, I had to explain to them what the term custom order meant and got both for free after holding my ground...My kids enjoy the RSE but I can't even give away the never used floor mats...

 

[Bocatrip]

My telluride is here and I only ordered it with upgrade paint and leather. It has arrived with car floormats, cargo cover, cargo tray, cargo net, roof cross rails. I don't need any of those and to me they aren't even attached accessories so I do not feel I should be paying for them. Any advice on how to tell my dealer this when I pick up the car this weekend? Why can't their service and part just keep these items.

Depending on your dealer, If you don't accept the added options, many dealers try to move another customer with an order into your slot. It's unfortunate, but going on regularly. First hurdle is negotiating how much over MSRP. 2nd hurdle is added options. It's a seller's market in most states.

______________________________

 

[Bocatrip]

I've been told that there is no such thing as a custom order, just allocations that dealers receive.. Not sure what to believe at this time.

 

[skeetermx1825]

I've been told that there is no such thing as a custom order, just allocations that dealers receive.. Not sure what to believe at this time.

Maybe thats the case recently, but not my order placed on April 2022 and delivered January 2023

 

[G-201999]

Maybe thats the case recently, but not my order placed on April 2022 and delivered January 2023

April 2022 was awhile ago. Things do change. Especially for the Telluride.

 

[Bocatrip]

April 2022 was a long time ago.. Things might have changed. The Telluride is as popular as ever. I'm thankful that I've gotten mine recently.... Ordered it, and got it a few weeks later.. Allocation? Perhaps.. But I'm happy.

______________________________

 

[skeetermx1825]

April 2022 was a long time ago.. Things might have changed. The Telluride is as popular as ever. I'm thankful that I've gotten mine recently.... Ordered it, and got it a few weeks later.. Allocation? Perhaps.. But I'm happy.

Yep, just saying that’s why I argued it and why they just caved…

 

[cornrolla]

Dealer just did the same to us. Added $550 of carpeted accessories we didn't order and $197 paint protection scam. I'm ready to ask for my deposit back because I'm so annoyed by this whole process.

Another topic completely, but direct to consumer sales can't come soon enough.

 

[tpgh]

Were you ptovided a sheet with all the details and an agreed upon price when you made your decision? If not, the dealer can pretty much do anything they want and it’s up to you if you still want the vehicle.

 

[skeetermx1825]

I was

______________________________

 

[cornrolla]

Same. Yes.

 

[Telly1988]

Don't let them do that. If you have an email with your custom order, that is a contract, especially if you put a down payment down. They have to deliver what you ordered.

 

[ronniebell]

My telluride is here and I only ordered it with upgrade paint and leather. It has arrived with car floormats, cargo cover, cargo tray, cargo net, roof cross rails. I don't need any of those and to me they aren't even attached accessories so I do not feel I should be paying for them. Any advice on how to tell my dealer this when I pick up the car this weekend? Why can't their service and part just keep these items.

Do you have all the documents that outline what you agreed to purchase? This might include any email correspondence, signed agreements, or sales contracts that explicitly state the features and add-ons included in your purchase. You need to gather these and have them ready to show.

When you arrive at the dealership, be clear and firm about your stance. You can say something along the lines of, "I noticed there were additional accessories included with the car that I did not request or agree to pay for. I would like these removed before finalizing the purchase."

Suggest a straightforward solution, which in this case would be the removal of the unrequested items. You might say, "I believe a fair solution would be to remove these items before we proceed with the paperwork."

Throughout the discussion, maintain a calm and respectful demeanor. Remember, most dealerships aim to provide a good customer experience and are likely to work with you to resolve the issue.

Remember, you have every right to assert what you agreed upon and to only pay for what was mutually agreed during the negotiation process. The additional accessories were not a part of your initial agreement, and therefore, you shouldn't feel obligated to pay for them. Stand your ground, and work towards an agreement that honors the original terms of your purchase.

 

[cornrolla]

Thanks for the reinforcement.

______________________________

 

[TellmeyourWHAT?]

Thanks for the reinforcement. I told the dealer we didn't want the vehicle with the extras. They "checked with the manager," called back and said they could re-order the vehicle I ordered without accessories (I've already waited months

They can sell your car with one phone call - it is that easy for them. Tellurides are in high demand. So, looks like you have to re-order.

 

[ronniebell]

Tell them you will write a negative Google review about this dealership.

Writing a negative review is a serious step and it should accurately represent your experiences. It seems like you have valid concerns about the way your order was handled. Here's a draft of a potential review you might write:

Review for [Dealership Name]:

I recently had an experience with [Dealership Name] that left me disappointed and feeling undervalued as a customer. Despite having waited months for my specially ordered Telluride with specific features, the vehicle arrived with numerous unsolicited accessories, significantly altering the agreed-upon terms of the purchase.

During the order process, I was clear about the features I wanted, which included upgrade paint and leather, but expressly did not include additional accessories such as floormats, a cargo cover, tray, net, and roof cross rails. However, the vehicle arrived with all of these unrequested additions.

When I raised this issue with the dealership, their proposed solution was to reorder the vehicle – further extending an already long wait time. It seemed as though my time, preferences, and the agreement we had in place were not respected.

Customers trust dealerships to provide a smooth and transparent purchasing experience, delivering exactly what has been agreed upon. Sadly, my experience with [Dealership Name] fell far short of this standard.

I hope others have better experiences, but I felt it was important to share my story so potential buyers are aware and can proceed with caution.

----------------
Before posting this review, it may be worth informing the dealership of your intention, to give them a final opportunity to rectify the situation. You might say something like:

"I have drafted a review outlining my experience thus far, which I intend to post publicly. I am sharing this with you in the hopes that we can find a solution that respects my time and the original agreement we had in place for my vehicle purchase. I am eager to hear how [Dealership Name] plans to rectify this situation."

Remember, the goal is to communicate your dissatisfaction clearly and give them one last chance to meet your expectations. Do keep a record of all communications to support your case, if necessary.

 

[tpgh]

They can sell your car with one phone call - it is that easy for them. Tellurides are in high demand. So, looks like you have to re-order.

You’re suggesting he does everything he already did? Doesn’t make sense here and I’d move to another dealer if indeed the exact vehicle specs and price were confirmed for them to upsell at the last minute.

 

[PittPa]

They can sell your car with one phone call - it is that easy for them. Tellurides are in high demand. So, looks like you have to re-order.

Reorder? Only for it to happen again? There are laws against this if you have a clear contract. I think shrugging your shoulders and passively reordering would be your last option.