Most dealers would never post anything like this, I have mad respect for this one for sharing how some people no matter what you do and how far you go in business. They are never satisfied.
@@blackhercules1753 Not always the case for dealers. In many states dealers are held to a higher standard. The idea is that buying from a dealer that the vehicle has at least been inspected and hopefully will last you at least a couple years. Granted that no one has a crystal ball that can tell them that the differential will fail in a month or that a CV joint will go bad in a week. But certain states may require dealers to do safety inspections on a vehicle prior to putting a car or truck up for sale so that it is know to be at least safe to be driven on the road when that car or truck leaves their lot. That isn't to say that the car needs to be in a "as new as possible" condition. Vehicles can be sold with known issues as long as those issues are disclosed to any buyers that were found during their vehicle inspection, ie. drivers side CV boot torn, L R window does not operate, AC does not work and so on. And because of any other unknown potential issues, dealers use the "As Is" window stickers. Then it's all up to the buyer if they want to still purchase the vehicle. Can a dealer sell a vehicle with known bad brakes? Yes. As long as it is disclosed to the buyer, the buyer tows the vehicle off the dealers lot and the buyer signs a dealer release of liability. But you don't get any of those safety measures when you buy a car off of Craigslist. You buy a Craigslist car and a week later the driveshaft drops on the ground because of a bad U joint. Now you want to sue the seller because you find out that they sold you a pile of crap. The first thing the judge will ask you is, "did you take the car to a mechanic to get it checked out before you bought it?" And when you say "no", the judge will dismiss your case based on buyer stupidity.
I am a lifelong mech and although not a pro car dealer I have sold some cars. And right customer or buyer you have to be smart. And when you feel it move on. I have only had to do it a few times car or job but it is not worth the aggravation. There is simply too much work and too many buyers to ever take any bad customers.
i learned that selling computers in the 90's... we had to have several people removed by cops because we refused them service after they acted horrible...
@@AshenTechDotCom Even the car and repair business can be (is) problematic with customers, but wow pc's! So much worse mostly because my honest opinion of computers, hardware and software is that it is all about what I would call junk. There would be no way to satisfy some customers in most areas of that business. I refuse to fix pc's for people and I should never sell any pc's or parts. Others can have that world.
I went to a garage in Deltaville VA to get my truck inspected. I know something was wrong when the guy spent an hour with a clip board making notes instead of doing the inspection. They gave me a rejection sticker and an estimate for over $2000.00 to do the needed repairs. (this is on a 2003 F150 with only 80,000 miles) Upper and lower ball joints, front shocks, tie rod, all new brakes and rotors, rear tail light lenses. What they did not know was I had replaced all this except the tail light less then 1000 miles ago. I even showed them my receipt for the work that had been done and they refused to admit they where wrong. I called the state police to report them and the policeman had me meet them at another inspection station to check it over and they found nothing wrong with it. The other station location lost there inspection license for 30 days.
This whole "safety" inspection thing is just a racket to rip you off. NH should be ashamed it has this legalized theft. My state is like many and does not legalize this con job garbage. In CA you waste more money on the crap than you do am maintenance and gas. It is an pure scam !!
Yeah is typical of shops that are hunting for work. I inspect in Va but we don’t do the work (which is why a lot of people like me) if it actually fails then it gets a rejection you go elsewhere for repairs. Most people don’t bring in junk where I work though or they have their own people look it over before coming to see me
My sister got banned from every car repair shop within 15 miles. Got so bad my brother had to take her car to a shop to get it repaired. Then he got banned. She was not happy with me. I refused to work on her car and I was a transmission mechanic. When she asked why I would not work in her car. I told her I already had all the cars I wanted. At one time she was a brick house. Then she turned 45 and the bricks needed a lot of work. Karens get real loud when they can no longer walk down the street and get everybody's attention.
@@stevenk6900 Basically a spoiled loud mothed female that makes a big scene about anything that is perceived as in her way or she feels steps into her realm of privileges.
@@warrenpuckett4203 my mother in-law is like that, i replaced a leaky pipe in her bathroom sink then she got a clog and was like what did you do are you sure you put it in right? It was the u shaped pipe about 8 inches long there is nothing inside, anyway I stopped doing shit for her after that now she always says how come Arthur wont fix anything for me lol
I wasn't aware State Troopers were also certified mechanics. I went to an inspection class last year at the NH DMV and was told otherwise, by a State Trooper. Gotta love big government.
That’s Dept of Motor Vehicles under the NHSP. That IS their department. They handle all oversight of State Inspections. This Video should have been against the buyer. Not Giving impression SP did something wrong. Thumbs down.
I work for a towing company in Chelmsford and the police are the ones who do the DOT inspection. I also work for Ford in NH. They don’t play when it comes to inspections.
A friend of my father owned a snowmobile sales and repair shop in Milton, NH. He once said to me, “I love having my own business. But I hate dealing with people. They take all the fun out of it.” I have never forgotten that pearl of wisdom he said that 50 years ago.
You know , I have been in the auto business for over 35 years , I have always dealt with customers the way you do . It is an honor to know that there is people like in this world . I would love to meet you in person and shake you hand ✍️. Thank you 🙏
That is true and a good point, but to Hell with her. Let her continue her bad behavior on down the road. It's not this guy's responsibility to teach Karen a lesson. Thats my opinion anyways
Sure but it's too much of a hassle and too time consuming (especially for this guy as a business owner who's always busy) to do anything else. The refund gets her off his back and believe me, life will humble her. Life humbles everyone but especially the Karen's of today
@@zerocal76 nope.. she will LEARN this behavior works! Just like theft. The average theif steals approx 70x before they get caught... even when they get caught the math says its better to keep stealing..
@@bb590 I never said allowing it or doing what they want was the best thing overall to do. But would you personally as a business owner or individual take the time to do things completely right w/ a Karen like her? What if she was the 10th person you met or did business with in the last few months that had issues like that; would you take the time in effort to handle things in a way that would finally stop that crappy behavior from each one of those 10 ppl?
Exactly. You can tell a Karen a mile away. I usually throw bad word card on the ground to distract them. There’s so many of them in the wild these days.
@@michaelcesar800 Lol we have that in the B2B space and for customers to complain about businesses (BBB). Makes sense it should go both ways. Personally I think crappy people should just have to pay a "douche canoeing fee" which is essentially a service charge for every moment of my time they've wasted docking their douche canoe in my business.
I own a car dealership in missouri and i handle things the exact same way as you do. Your spot on you can see these customers coming a mile away and ive learned if they complain over and over again means they just made the wrong decision on there purchase in there mind and theres no making them happy so like you said unless you want bad reviews just give there money back and hope they never come back,,, We dont need customers like that they love drama and love to make people miserable... You could of fixed every thing possible on that car and a week later she would hear a squeek and be right back in your face or blowing your phone up..
but in his position I honestly think its best. He literally upgraded everything that was wrong with the car and can now sell it for more. I wouldve shoved THAT in her face so hard man I would not have let her walk away with the thought that she won 😂
but of course with respecting the customer and what not I'm sure that's the better move, I just don't think I would have the restraint from rubbing it in her face that she's signing away on the best deal she could've possibly gotten especially with that nasty attitude
@@Kimono714 that’s only if you can get more for it... Also, he now has more time & money invested into this car to only to have it still sitting in his lot. So, he lost the money from the sale that could have went into purchasing another car, paying staff, utilities, etc. That car is still taking up space in his lot (space that could be occupied by another car) and he now has to find a buyer willing to pay more for this vehicle. It’s not as simple as you or the trooper make it sound.
Thank you for sharing your story! That woman was clearly Evil! Demanding so much for paying so little. I'm glad you made more money in the end after going through all that! It is nice to know there are still honest dealers like you!
I worked for a huge nation wide franchise painting company,th customer survey was the most important thing to us supervisors and office staff,il never forget the owner told me 1day,a average happy customer will tell maybe 10 people about their great experience with us and a unhappy customer will tell every person they talk to about their bad experience with us.. Its kind of like the drama reality tv shows get more views then the shows about random good quality tv..people love watching,listining to negative things over positive!! 🙂 weird but true..
@@Slow4x454 In CA you can have bald tires, no brakes, no horn, no lights (blinkers included), no mirrors, no nothing to do with safety. But god help you if your car smokes or will not pass a smog inspection. I also live in Hawaii. There we do not have smog inspections. What we do have are safety inspections. That is, you better have good brakes, good lights (all working) good tires, good mirrors, no cracked windshield, etc, etc. They don't care if your car smokes or would never pass a smog inspection. All HI is interested in is do you drive a safe vehicle?
@@fassstEddie For sure, in Kalifornistan, you can wheel in rolling death for the most part, but the second it smokes, someone will report it to CARB / California Air Resources Board, and they'll be on you like a fat kid on cake.
@@WS102 As someone who did a road trip in a loud straight pipe. With a Cat delete in my P71 to see California. I will NEVER look nor drive in that state again!
@@valqueenofValhalla bro he's not saying if that's what could happen. It's wrong for the trooper to show up scold them and throw his weight around and threaten jail time. How are you this dense
Thank you - every time I think about starting a used car dealership - I only have to watch one of your videos to see how much work and headache is involved. Thank you for saving me a really, really, really big headache !!! LOVE YOUR VIDEOS !!!!!!
You have a good approach and philosophy. Thanks for going the extra mile. It shows that you value relationships, referrals and want long term satisfied customers. That will yield success. As you progress you will get better at screening your customers and trusting your gut. Over the years, I have found that bad customers throw red flags early in the process and that is something we all need to pay attention to. I used to have a friend (business owner) that would simply keep raising his prices until they went away.
Here in Canada 🇨🇦 it’s called a certified safety check it’s good for 30 days. It takes years to build a good reputation and a short time to loose it. Some customers can be a nightmare. U did good
I’ve been watching this Chanel for about 2/3 weeks now and I’m currently in the process of starting up my own used car dealer and the amount of information on this Chanel is awesome. Love the transparency, Keep up the good work and thank you for all the good info!
"She wanted a high-end car on a budget..." If she was convinced that a Saab qualifies as high-end, I suspect that a fool and her money are parted more often than not.
I did the same thing with a house one time, buyers had a crooked realtor. I came to close but refused to sign the closing doc's the way they had written it. My choices were sell the house to them and they would ride me on warranty items during the year term and probably after. The closing cost they wanted and tried to hold me hostage to {I didn't agree to in the contract) was $3500. I could pay them $3500 or pay $3500 toward their closing costs which I never agreed to. I paid the $3,500 without selling them the house, not worth the headache.
I don,t know why there would be closing costs if there was no closing, but one think i would never do is take a offer from anyone with a FHA loan...takes forever to close, and they will nit pick everything , and if thats not bad enough, they will perform all nature of tests,,, radon lead paint, and copper pipe joints, mold etc ,,,while the seller does not pay for all those tests,,,, if they find anything its now "on the record " that you now know ... and will have to disclose it to the next buyer.... because you will not want to to the $30,000 in "repairs" the FHA wants ! Fortunitly I never had to learn any of that the hard way
This whole inspection thing is crazy to me. In Georgia, we don’t have any kind of inspection. We got cars on the road held together with bungee cords. My 2011 focus has hit 2 deer, bumper hanging off, and still going.
(From 1 business owner to another...) Hope you've figured out by now that not all customer's money is worth getting! There are cases (like this) where it's more cost effective to walk away...
Carlos Gutierrez Iowa cars are rusty underneath after one winter we wouldn’t have any cars on the road if surface rust made a failed inspection but we have no inspection so thank god
$4500 for a decent car, new shocks and a bunch of other parts to keep her happy wtf ???, honestly there should be a national database to recognize Karens and avoid doing any business with them, huge smh to people who just want problems and create problems around them just for the fun of it SMH
Not to mention SAABs are the absolute best. Everyone that owns them loves them with a passion. She was stupid af to pass this deal up. She thought she was screwing the dealer for screwing her but she just screwed herself lol
@@nwgoku2011 then you do it right back. The only way to forever shut up a Karen is to sue the fuck out of them and make sure they get nothing. Burn them down and Bury them. Then they will stop.
Sold a rusted out POS to a naive customer. Yeah, doesn't sound like any used car dealer I have heard of. "First thing I take off the table is the warranty".
You are doing the correct thing by refunding the money and have her sign your documents,it’s not worth it,especially $4500.00.Your lucky ,mine was very similar only $25000.00 refunded.
I dont know about your state but in fl. when I was a dealer, if i fixed anything on a car I sold with no warranty and did not charge them at least one dollar(in leiu of free). then that free repair ESTABLISHED A WARRANTY, and you would be married to that car.
Cars from states that salt the roads in winter and cars from Florida all have rust, rot problems underneath. Don't buy one. There are other states that have a better record with rust than those.
You handled this well, way better than I would have. As a child of a small business owner I understand customer satisfaction is gold! Word of mouth and your reputation is everything, I believe you did what you could to keep that intact
Had a situation…sheriff told me they are not mechanics and their options will be ignored in court, you were heavy-armed! Consider commercial lien, you were scammed
Just stumbled upon your channel. I subscribed and have been chewing up the content! Great stories here. Plus, I didn't realize until 3-4 videos in that you're only 30min away!
Kudos to you for being an honest and upfront dealer...much respect. Unfortunately there are many Karen's out there that just thrive on drama and negativity.
I agree. But I did love selling cars to most people. They never cared what the price was all they ever wanted to know was the down payment and the monthly payment. Got to love selling stuff when they don’t care about the price.
Truth is there WERE a lot of things wrong with the car that YOU could fix cheaply. You should be doing this EVERY time and not just when you can't get by with it. If another mechanic found these issues then you did or could have too.
I’m in the business as well. And my recent video shows the exact headache your going through.... but on my end they just strictly never pay me what’s due.
A 'Karen' upset over some (resolved) issues with a $4,500 car in the Rust Belt?! Said customer signed off that the car was sold to her 'as-is'. Hopefully, the cops can find something legit to charge this woman with, down the line.
You dealt with this situation in the best possible way. I always tell people at my dealership that it is better to just refund the money than live a nightmare with this type of customer.
Dude you remind me of my salesman that I found at a local dealer I always go to him for my cars because he is straight forward and very honestly I only go in to buy cars when I have cash or am ready to finance a car
I've been in situations like this when I was in car sales. Lost many sales because I would explain the faults in the vehicles but i gained customers because I was honest and straightforward with them. Hell I had someone who didn't buy a vehicle send their friend to me because I was honest with them.
Take the car to the crusher then deliver it to her. I hate scammers like this woman, and probably her mechanic too. Trying to rip you off and expects she’ll get the car for free. I love getting revenge on people like this. Someone has to knock ‘‘em down a peg or two, because she’s probably been doing this her whole life. Lady, wether you like it or not, the party is over. That’s what you or German should have said to her. Did the cops have a warrant?
I would have, at the second , "sell me on this car again" told her, "you know what? This may not be the car for you. Please shop around until you find the perfect fit". And been done with her. She will undoubtedly bad mouth your business, even after the refund was given. Making herself look like, not only a victim but the warrior that took down a bad man and made him refund all her money. I know it is hard to dismiss a sale but some people are just not worth the time you wasted.
Sounds like you did an awesome job. Even though a painful one. Made it all work out. Sounded like the buy back was the best choice from the beginning. And, when all said, sold it for more, and added lots of new and great customers to your list of repeat customers. Sounds like a man business sense worth learning and following from.
Found your channel and first time watching it!...and I learned something new. I didn't realize how stringent NH can be when it comes to state inspection but it makes sense regarding rust corrosion. I live in MA. so I totally understand. I liked your vid. and will subscribe. THX!
Better still, she gets difficult, stop the deal in its tracks, ask her to leave. Better still, refer her to a large, big sign, big ad, can-be-seen-from-the-highway/interstate dealership Example: "Ma'am, with what you're asking and obviously need in a car, I don't think my dealership is the right one that can fill your needs. The large dealership in town/the city might be better suited for your unique needs as they have a much larger selection of vehicles and therefore have much wider latitude price-wise. They also have a much more diverse financing options and quite frankly more resources than I do that will have a much better chance of making you happy than I can."
The used car I bought, they definitely "CYA" when they had me sign papers. A few weeks later, I had to replace the battery, starter, water pump, coolant was just water and rusty. Just horrible. My fault for not fully inspecting the vehicle, but damn you know?
I lived in NH for 10 years at our 2nd home up in North Conway. I had retail dealer tags from there and where I moved to 47 years ago. As a retail dealer under most state laws you must have a full state safety inspection before you deliver that vehicle to the customer. On the buyers guide you can sell that vehicle AS-IS. On the back of these buyers guides customer has 72 hours to bring back that vehicle when retailed. You should never do your own state safety inspection on vehicles that you retail so if there is something wrong you are not liable on that safety inspection because you used a 3rd party. Now about offering to do any repairs to that Saab 9.3 free of charge after you closed and delivered the car to the retail customer that is a BIG NO-NO! Once you offered to do repairs at no charge to that customer on that car if she wanted to she could make you repair anything on that car for as long as she owns it. You as a used car dealer cannot do that by law unless you want to be a nice guy and live with her and that POS car for years to come. You got off cheap by refunding her her money. I know of several dealers new and used that found out this the hard way. Its like you financed a vehicle for a friend for 36 months. 12 months your fall into hard time and missed 2 payments he tell you he need that vehicle to get a new job out of town and promise you he will get you all caught up in 30 days. You agree a week later your friend come by with so money to give you for now and you take that money give him a receipt for the partial payment of $110.00. Now his monthly payments on both your and his paper work shows a agreed payment set dollar amount of $387.29 for 36 months. If your friend wants to put the screws to you he can because you agreed to take that $110.00 payment. From that time on all he has to pay each month is $110.00 until paid in full all because you took $110.00 payment from what he owed in the rears of $387.29 X 2 = $774,58 total. This is all legal and a judge will side with your friend not you. If you want to learn all the dirty little tricks about financing vehicles a tot the note lot owner can teach you what a used car dealer needs to know about financing vehicles and staying out of trouble.
When I owned a car lot of a person was late and made a partial payment the receipt that printed out showed partial payment along with the original payment and the balance due and all payments that were late applied money first to late fees before it went to the payment. We never had any problems but I was in South Carolina and the software we written for car lots taking payments. I think there was a form that had to sign stating that any partial payments would not stop the repo on the car. But I never did a repo unless the customer was not returning my calls or just was not trying to make payments. I worked with every customer to keep them in their car.
@@survivalSC Your right as long as its all in writing as to how partial payments are applied to cover late payments and fees before going to the principle borrowed sum. Was your payments weekly or monthly? I never was into that type of auto sales. I worked up to dealing in high line cars only. Certified funds only. Under federal law car dealers cannot take cash as payment on the sale price. The IRS wants a full paper trail from start to finish. I have taken $1000.00 cash down to hold a vehicle and return the cash after getting a check for the full amount. N.H. does not have sales tax on auto sales but in my other state where I have a used car building I have to also collect sales tax on each deal and do a MVI. PAPER WORK OVER LOAD!
Most dealers would never post anything like this, I have mad respect for this one for sharing how some people no matter what you do and how far you go in business. They are never satisfied.
ONCE A MOOCH.......ALWAYS A MOOCH...........
Obviously the car is a piece of fecal matter.
All this for $4500??
Don’t matter what you do she will badmouth you at the end.
I was thinking the same
Was literally going to comment this haha. I dont blame him for refunding since it was all over 4.5k!
4500 is a rip off for that Sab specially all rusted out
@@gscapes1360 Yeah, thats a $2500 car around here at most!
@@gscapes1360 Even Edmunds values it at $1700-$3700 ... I can't get over this guy ...
The moment they start asking for a bunch of free stuff, it's time to tell them the car is not for sale.
As is means as is. It's not a new car. If you're worried about the condition of a vehicle, don't purchase it.
@@blackhercules1753 Not always the case for dealers. In many states dealers are held to a higher standard. The idea is that buying from a dealer that the vehicle has at least been inspected and hopefully will last you at least a couple years. Granted that no one has a crystal ball that can tell them that the differential will fail in a month or that a CV joint will go bad in a week. But certain states may require dealers to do safety inspections on a vehicle prior to putting a car or truck up for sale so that it is know to be at least safe to be driven on the road when that car or truck leaves their lot. That isn't to say that the car needs to be in a "as new as possible" condition. Vehicles can be sold with known issues as long as those issues are disclosed to any buyers that were found during their vehicle inspection, ie. drivers side CV boot torn, L R window does not operate, AC does not work and so on. And because of any other unknown potential issues, dealers use the "As Is" window stickers. Then it's all up to the buyer if they want to still purchase the vehicle.
Can a dealer sell a vehicle with known bad brakes? Yes. As long as it is disclosed to the buyer, the buyer tows the vehicle off the dealers lot and the buyer signs a dealer release of liability.
But you don't get any of those safety measures when you buy a car off of Craigslist. You buy a Craigslist car and a week later the driveshaft drops on the ground because of a bad U joint. Now you want to sue the seller because you find out that they sold you a pile of crap. The first thing the judge will ask you is, "did you take the car to a mechanic to get it checked out before you bought it?" And when you say "no", the judge will dismiss your case based on buyer stupidity.
I am a lifelong mech and although not a pro car dealer I have sold some cars. And right customer or buyer you have to be smart. And when you feel it move on. I have only had to do it a few times car or job but it is not worth the aggravation. There is simply too much work and too many buyers to ever take any bad customers.
i learned that selling computers in the 90's... we had to have several people removed by cops because we refused them service after they acted horrible...
@@AshenTechDotCom Even the car and repair business can be (is) problematic with customers, but wow pc's! So much worse mostly because my honest opinion of computers, hardware and software is that it is all about what I would call junk. There would be no way to satisfy some customers in most areas of that business. I refuse to fix pc's for people and I should never sell any pc's or parts. Others can have that world.
I went to a garage in Deltaville VA to get my truck inspected. I know something was wrong when the guy spent an hour with a clip board making notes instead of doing the inspection. They gave me a rejection sticker and an estimate for over $2000.00 to do the needed repairs. (this is on a 2003 F150 with only 80,000 miles) Upper and lower ball joints, front shocks, tie rod, all new brakes and rotors, rear tail light lenses. What they did not know was I had replaced all this except the tail light less then 1000 miles ago. I even showed them my receipt for the work that had been done and they refused to admit they where wrong. I called the state police to report them and the policeman had me meet them at another inspection station to check it over and they found nothing wrong with it. The other station location lost there inspection license for 30 days.
This whole "safety" inspection thing is just a racket to rip you off. NH should be ashamed it has this legalized theft. My state is like many and does not legalize this con job garbage. In CA you waste more money on the crap than you do am maintenance and gas. It is an pure scam !!
Should have been a harsher punishment
I agree! I posted a review on facebook, and Yelp and they tried to sue me. Nothing I said was untrue so they lost once again.
Yeah is typical of shops that are hunting for work. I inspect in Va but we don’t do the work (which is why a lot of people like me) if it actually fails then it gets a rejection you go elsewhere for repairs. Most people don’t bring in junk where I work though or they have their own people look it over before coming to see me
We don’t have these inspection scams in South Carolina…
For an older car what did the buyer expect, equal to a new car ? She is indeed a Karen.
My sister got banned from every car repair shop within 15 miles. Got so bad my brother had to take her car to a shop to get it repaired. Then he got banned.
She was not happy with me.
I refused to work on her car and I was a transmission mechanic. When she asked why I would not work in her car. I told her I already had all the cars I wanted.
At one time she was a brick house. Then she turned 45 and the bricks needed a lot of work.
Karens get real loud when they can no longer walk down the street and get everybody's attention.
lol...what is a karen?..sorry?
@@stevenk6900 Basically a spoiled loud mothed female that makes a big scene about anything that is perceived as in her way or she feels steps into her realm of privileges.
@@warrenpuckett4203 my mother in-law is like that, i replaced a leaky pipe in her bathroom sink then she got a clog and was like what did you do are you sure you put it in right? It was the u shaped pipe about 8 inches long there is nothing inside, anyway I stopped doing shit for her after that now she always says how come Arthur wont fix anything for me lol
@@warrenpuckett4203 Ha,ha, that sir brings new meaning to phrase "built like a brick sheet house".
I wasn't aware State Troopers were also certified mechanics. I went to an inspection class last year at the NH DMV and was told otherwise, by a State Trooper. Gotta love big government.
OMG, I those were the thoughts in my head exactly. I think if the State Troopers were mechanics they could make a better salary.
That’s Dept of Motor Vehicles under the NHSP. That IS their department. They handle all oversight of State Inspections. This Video should have been against the buyer. Not Giving impression SP did something wrong. Thumbs down.
I work for a towing company in Chelmsford and the police are the ones who do the DOT inspection. I also work for Ford in NH. They don’t play when it comes to inspections.
Better they do that then shoot unarmed citizens
They are what they say they are.
Yo dude, with service like that? You can’t go wrong! I really appreciate your honesty and transparency! Good job!!!!
A friend of my father owned a snowmobile sales and repair shop in Milton, NH. He once said to me, “I love having my own business. But I hate dealing with people. They take all the fun out of it.” I have never forgotten that pearl of wisdom he said that 50 years ago.
Well handled, you can't hit a home run every at bat, but a reputation of treating people honestly and fairly leads to long term success. Well done!
I just subscribed based on how you handled that scenario. Good job! Wins all around.
She is still gonna be unhappy even when you give her the money back.
Of course, she is going to think she should have charged interest on the money.
And you're absolutely right! Shud put "customers" like her on a special list. I know thats illegal but its done all the time
Money back and BBC
I feel your pain. Handling the situation as professionally as possible isn't easy. Good job!
I can't imagine doing your job in your state move to Michigan, lots of rust but none of that craziness
Okay Karen, I bet you want a good deal for dirt cheap too.
You know , I have been in the auto business for over 35 years , I have always dealt with customers the way you do . It is an honor to know that there is people like in this world . I would love to meet you in person and shake you hand ✍️. Thank you 🙏
X
You did WHAT SHE WANTED! SHE WINS AND NOW THAT REINFORCES HER BAD BEHAVIOR! She will continue her bad behavior indefinately!
Karen was well-connected, so she misused the system to her benefit.
That is true and a good point, but to Hell with her.
Let her continue her bad behavior on down the road.
It's not this guy's responsibility to teach Karen a lesson.
Thats my opinion anyways
Sure but it's too much of a hassle and too time consuming (especially for this guy as a business owner who's always busy) to do anything else. The refund gets her off his back and believe me, life will humble her. Life humbles everyone but especially the Karen's of today
@@zerocal76 nope.. she will LEARN this behavior works! Just like theft. The average theif steals approx 70x before they get caught... even when they get caught the math says its better to keep stealing..
@@bb590 I never said allowing it or doing what they want was the best thing overall to do. But would you personally as a business owner or individual take the time to do things completely right w/ a Karen like her? What if she was the 10th person you met or did business with in the last few months that had issues like that; would you take the time in effort to handle things in a way that would finally stop that crappy behavior from each one of those 10 ppl?
Customers like that raise the costs for everyone else.
The real crime you committed was letting a Karen on your property. At my dealership, I don’t let these in
Exactly. You can tell a Karen a mile away. I usually throw bad word card on the ground to distract them. There’s so many of them in the wild these days.
🤣😂🤣😂
Mannn Karen’s...🤦🏽♂️🤦🏽♂️
The real crime is we got rid of the n word ,and now call people Karen's!
@@UncleRobsGarage Karennnnnnnnn
You handled the situation great. And that's why I will "NEVER EVER" work with the Public again in life because of people like that.
Put her picture up all over the dealership and bar her from the property and EVER buying any vehicle or service from your business.
there needs to be an all access web page that show names and pictures of these people to shame them into changing. Don't be a Karen
@@michaelcesar800 Lol we have that in the B2B space and for customers to complain about businesses (BBB). Makes sense it should go both ways. Personally I think crappy people should just have to pay a "douche canoeing fee" which is essentially a service charge for every moment of my time they've wasted docking their douche canoe in my business.
She should of had it inspected before purchasing it, because used car dealers will tell you snakes are lizards and get you bitten.
I own a car dealership in missouri and i handle things the exact same way as you do. Your spot on you can see these customers coming a mile away and ive learned if they complain over and over again means they just made the wrong decision on there purchase in there mind and theres no making them happy so like you said unless you want bad reviews just give there money back and hope they never come back,,, We dont need customers like that they love drama and love to make people miserable... You could of fixed every thing possible on that car and a week later she would hear a squeek and be right back in your face or blowing your phone up..
Trooper is NOT right , it's called being a enabler , you have no continued this woman's vicious cycle by enabling her.
but in his position I honestly think its best. He literally upgraded everything that was wrong with the car and can now sell it for more. I wouldve shoved THAT in her face so hard man I would not have let her walk away with the thought that she won 😂
but of course with respecting the customer and what not I'm sure that's the better move, I just don't think I would have the restraint from rubbing it in her face that she's signing away on the best deal she could've possibly gotten especially with that nasty attitude
@@Kimono714 that’s only if you can get more for it... Also, he now has more time & money invested into this car to only to have it still sitting in his lot.
So, he lost the money from the sale that could have went into purchasing another car, paying staff, utilities, etc. That car is still taking up space in his lot (space that could be occupied by another car) and he now has to find a buyer willing to pay more for this vehicle.
It’s not as simple as you or the trooper make it sound.
Yeah but you have to understand how NH/New England law enforcement are first and then this all makes sense.
@@tarnantula Roger pistol Ruger loa
I think you're a straight dude, I've been in the used car business for 23 years in Pennsylvania you did everything right.
Ive dabbled in tge bid ness and definitely wudn wanna sell vehicles for a living. Hobby maybe.
Thank you for sharing your story! That woman was clearly Evil! Demanding so much for paying so little. I'm glad you made more money in the end after going through all that! It is nice to know there are still honest dealers like you!
Headache follows people that wants headache😎👍 TRUE WORDS MAN.
"if you got money I WANT IT!" - wise words, my man
I respect the way you treat your coworkers, I’ve been watching your videos since I turned 16 and I definitely look up to you🙏🏻
Man..... I thought California had too many rules/laws. Hats off to you for being successful with so many obstacles.
you know the good thing about living in Florida is. we don't have any inspection on cars of any kind! NOTHA NOTHING ZILCH!!!!! PERIOD!!!
I worked for a huge nation wide franchise painting company,th customer survey was the most important thing to us supervisors and office staff,il never forget the owner told me 1day,a average happy customer will tell maybe 10 people about their great experience with us and a unhappy customer will tell every person they talk to about their bad experience with us..
Its kind of like the drama reality tv shows get more views then the shows about random good quality tv..people love watching,listining to negative things over positive!! 🙂 weird but true..
Cops doing vehicle inspections? That's a new one on me.
regular here
Flying Wheels they also inspect cars in south bend Indiana If you purchase one from Michigan
Busy cops
State Police usually issue the inspection stickers and enforce them.
@@FlyingWheels What training do they have to inspect cars?
Good job get rid of the headache
this is why your a good businessman
She wants her stimulus money back. It's happening everywhere.
"Be unhappy somewhere else." That's awesome ;-)
"State of New Hampshire has an incredibly strict state inspection a lot of rust a lot of snow"
*Minnesota has left the chat*
Texas inspectors will pass anything
@@Slow4x454 as long as you pay the fee, no point of it.
@@Slow4x454 In CA you can have bald tires, no brakes, no horn, no lights (blinkers included), no mirrors, no nothing to do with safety. But god help you if your car smokes or will not pass a smog inspection. I also live in Hawaii. There we do not have smog inspections. What we do have are safety inspections. That is, you better have good brakes, good lights (all working) good tires, good mirrors, no cracked windshield, etc, etc. They don't care if your car smokes or would never pass a smog inspection. All HI is interested in is do you drive a safe vehicle?
@@fassstEddie For sure, in Kalifornistan, you can wheel in rolling death for the most part, but the second it smokes, someone will report it to CARB / California Air Resources Board, and they'll be on you like a fat kid on cake.
@@WS102 As someone who did a road trip in a loud straight pipe. With a Cat delete in my P71 to see California. I will NEVER look nor drive in that state again!
that state trooper was way out of line telling you that you will not get to see your kids, basically thats what he said
Yes, but the gorgeous Charger in the thumbnail makes up for it.
No that’s a fact if they were found to have a record they can’t chaperone field trips in our state
@@valqueenofValhalla bro he's not saying if that's what could happen. It's wrong for the trooper to show up scold them and throw his weight around and threaten jail time. How are you this dense
@@armands3153 it’s not an old school charger.
@@applepoop10 Obviously, but the paint is fantastic.
Screw selling in your state...that's excessive
She probably only wanted it for the weekend to impress her friends.
With a Saab? LOL.
@@robertthomas5906 LOL
@@robertthomas5906 It was a convertible though!!!!
As a former salesman I know exactly how bad is this sort of situation. And you was able to handle amazingly.
Thank you - every time I think about starting a used car dealership - I only have to watch one of your videos to see how much work and headache is involved. Thank you for saving me a really, really, really big headache !!! LOVE YOUR VIDEOS !!!!!!
You have a good approach and philosophy. Thanks for going the extra mile. It shows that you value relationships, referrals and want long term satisfied customers. That will yield success. As you progress you will get better at screening your customers and trusting your gut. Over the years, I have found that bad customers throw red flags early in the process and that is something we all need to pay attention to. I used to have a friend (business owner) that would simply keep raising his prices until they went away.
Hey flying-wheeles. Ive been passed your buisness a few times and always heard great things bout you guys. Keep up the great work.!!
Thank you!🤙👊
Here in Canada 🇨🇦 it’s called a certified safety check it’s good for 30 days. It takes years to build a good reputation and a short time to loose it. Some customers can be a nightmare. U did good
I’ve been watching this Chanel for about 2/3 weeks now and I’m currently in the process of starting up my own used car dealer and the amount of information on this Chanel is awesome. Love the transparency, Keep up the good work and thank you for all the good info!
"She wanted a high-end car on a budget..."
If she was convinced that a Saab qualifies as high-end, I suspect that a fool and her money are parted more often than not.
Man having recently test drove drove a friend's new Kia Stinger I don't even know what high end is anymore.
Well a Saab 93 Convertible was definitely a high end car when it was released
All Saabs were
New state motto needed: "Live Like A Slave Or Die"
I did the same thing with a house one time, buyers had a crooked realtor. I came to close but refused to sign the closing doc's the way they had written it. My choices were sell the house to them and they would ride me on warranty items during the year term and probably after. The closing cost they wanted and tried to hold me hostage to {I didn't agree to in the contract) was $3500. I could pay them $3500 or pay $3500 toward their closing costs which I never agreed to. I paid the $3,500 without selling them the house, not worth the headache.
I don,t know why there would be closing costs if there was no closing, but one think i would never do is take a offer from anyone with a FHA loan...takes forever to close, and they will nit pick everything , and if thats not bad enough, they will perform all nature of tests,,, radon lead paint, and copper pipe joints, mold etc ,,,while the seller does not pay for all those tests,,,, if they find anything its now "on the record " that you now know ... and will have to disclose it to the next buyer.... because you will not want to to the $30,000 in "repairs" the FHA wants ! Fortunitly I never had to learn any of that the hard way
She sound like she is unhappy and has to make everyone else feel that way.
Rcmillet 2269, If she's married, her spouse is the most unhappy because of having to live with her.😏
Hence the old adage misery loves company.
Just thank God U R not her husband. lol
There was probably a high school reunion at about that time.
This whole inspection thing is crazy to me. In Georgia, we don’t have any kind of inspection. We got cars on the road held together with bungee cords. My 2011 focus has hit 2 deer, bumper hanging off, and still going.
(From 1 business owner to another...) Hope you've figured out by now that not all customer's money is worth getting! There are cases (like this) where it's more cost effective to walk away...
Move to a free State!!
The state of iowa needs that ,
@@thomasmadden1658 what you mean?
Carlos Gutierrez Iowa cars are rusty underneath after one winter we wouldn’t have any cars on the road if surface rust made a failed inspection but we have no inspection so thank god
Surface rust? He said they poked a whole in the rust with a screwdriver. That's not surface rust. 🤷♂️
Move to a free state 😂😂😂 idiot
$4500 for a decent car, new shocks and a bunch of other parts to keep her happy wtf ???, honestly there should be a national database to recognize Karens and avoid doing any business with them, huge smh to people who just want problems and create problems around them just for the fun of it SMH
Not to mention SAABs are the absolute best. Everyone that owns them loves them with a passion. She was stupid af to pass this deal up. She thought she was screwing the dealer for screwing her but she just screwed herself lol
Sadly people would end up being sued for discrimination. Karen's know no bounds
@@nwgoku2011 then you do it right back. The only way to forever shut up a Karen is to sue the fuck out of them and make sure they get nothing. Burn them down and Bury them. Then they will stop.
@@billfinnz4110 yes here in Sweden you can have $12-15000 for that car its a collection car. Mint conditions twice.
Sold a rusted out POS to a naive customer. Yeah, doesn't sound like any used car dealer I have heard of. "First thing I take off the table is the warranty".
You are a intelligent business Man THANK YOU BRO.
WOW, you handled that tactfully. Kudos.
You are doing the correct thing by refunding the money and have her sign your documents,it’s not worth it,especially $4500.00.Your lucky ,mine was very similar only $25000.00 refunded.
You finally figured out how to use the algorithm to your advantage, keep it up
I dont know about your state but in fl. when I was a dealer, if i fixed anything on a car I sold with no warranty and did not charge them at least one dollar(in leiu of free). then that free repair ESTABLISHED A WARRANTY, and you would be married to that car.
Anywhere i buy a used or new car I myself buying a Waranty for 4 or more years it’s worth’s, thanks again you are a great person to sell
Should have filled in "Karen" as the name on the refund contract for show purposes.
Ugh...cops have such a power-complex good on you for saying "whatever man" and just getting it over with
I'd move out of any state that ran an inspection racket.
Cars from states that salt the roads in winter and cars from Florida all have rust, rot problems underneath. Don't buy one. There are other states that have a better record with rust than those.
theres 7 or so states that don't require an inspection at all
You handled this well, way better than I would have. As a child of a small business owner I understand customer satisfaction is gold! Word of mouth and your reputation is everything, I believe you did what you could to keep that intact
Had a situation…sheriff told me they are not mechanics and their options will be ignored in court, you were heavy-armed! Consider commercial lien, you were scammed
The worst part of the car business is dealing with the public, which is why I like to buy cars but not sell them.
Me too
And that's why I am a wholesaler
It'd be a shame if someone placed a Craigslist ad with her number and stated "2nd shift worker, call after 9pm only".
This guys is awesome we need more people like him
Thank you so much! I loved this video very knowledgeable
Just stumbled upon your channel. I subscribed and have been chewing up the content! Great stories here. Plus, I didn't realize until 3-4 videos in that you're only 30min away!
It's time you start trusting that gut feeling..when she said re-sell me this car...you should of said the cars not for you...bring it back...lol
I would say you handled that better than expected.
Best thing when you have a customer like that is ask really top dollar for the car and dont budge.. so they go somewhere else !
Thanks for your transparency!
Kudos to you for being an honest and upfront dealer...much respect. Unfortunately there are many Karen's out there that just thrive on drama and negativity.
Those NH laws are crazy, got my truck from there and they had to inspect it before they sold it to me and I was coming from out of state.
This is why I stopped selling cars. People want maseratis for geo prism prices
They would have been better off with the Geo anyway. Lol
I agree. But I did love selling cars to most people. They never cared what the price was all they ever wanted to know was the down payment and the monthly payment. Got to love selling stuff when they don’t care about the price.
In Business the first rule is that "It's cheaper to keep a current customer than to earn a new one". But at some point, you just gotta let Karen go.
First you have to be a customer. A "Karen" is a problem, a parasite, a trouble maker, and those are not customers.
Truth is there WERE a lot of things wrong with the car that YOU could fix cheaply. You should be doing this EVERY time and not just when you can't get by with it. If another mechanic found these issues then you did or could have too.
I’m in the business as well. And my recent video shows the exact headache your going through.... but on my end they just strictly never pay me what’s due.
You don't ask them if it's okay to record. You tell them you're going to record.
A 'Karen' upset over some (resolved) issues with a $4,500 car in the Rust Belt?! Said customer signed off that the car was sold to her 'as-is'. Hopefully, the cops can find something legit to charge this woman with, down the line.
You dealt with this situation in the best possible way. I always tell people at my dealership that it is better to just refund the money than live a nightmare with this type of customer.
Dude you remind me of my salesman that I found at a local dealer I always go to him for my cars because he is straight forward and very honestly I only go in to buy cars when I have cash or am ready to finance a car
I've been in situations like this when I was in car sales. Lost many sales because I would explain the faults in the vehicles but i gained customers because I was honest and straightforward with them. Hell I had someone who didn't buy a vehicle send their friend to me because I was honest with them.
New Hampshire? So much for “Live Free or Die!”
Yeah, the cops usually choose for you to die
I'm surprised she didn't leave with the car, the money, Medicare for all and her student loans paid for, lol.
“Just hire mechanic like me to check the car before buying” Scotty Kilmer. Rev up your $4500 to $1500. Rev up your engine. LoL
Buy a Saab, get a Saab story to tell.
well played sir
@@FlyingWheels Thank you sir.
Agreed saabs are junk
That sounds more like a gag order lol
That was the mistake in her car purchase - Saab!
I love the transparency of this channel!
The list that you said was wrong didn't slip through a crack, it drove off a cliff into a canyon! Holy shit!!!
Take the car to the crusher then deliver it to her. I hate scammers like this woman, and probably her mechanic too. Trying to rip you off and expects she’ll get the car for free. I love getting revenge on people like this. Someone has to knock ‘‘em down a peg or two, because she’s probably been doing this her whole life. Lady, wether you like it or not, the party is over. That’s what you or German should have said to her. Did the cops have a warrant?
In your place of business you can film all you want with posted notice
whats going on with the boat?
I would have, at the second , "sell me on this car again" told her, "you know what? This may not be the car for you. Please shop around until you find the perfect fit". And been done with her. She will undoubtedly bad mouth your business, even after the refund was given. Making herself look like, not only a victim but the warrior that took down a bad man and made him refund all her money. I know it is hard to dismiss a sale but some people are just not worth the time you wasted.
Sounds like you did an awesome job. Even though a painful one. Made it all work out. Sounded like the buy back was the best choice from the beginning. And, when all said, sold it for more, and added lots of new and great customers to your list of repeat customers.
Sounds like a man business sense worth learning and following from.
Found your channel and first time watching it!...and I learned something new. I didn't realize how stringent NH can be when it comes to state inspection but it makes sense regarding rust corrosion. I live in MA. so I totally understand. I liked your vid. and will subscribe. THX!
Don’t sell the car to difficult customers
Better still, she gets difficult, stop the deal in its tracks, ask her to leave. Better still, refer her to a large, big sign, big ad, can-be-seen-from-the-highway/interstate dealership
Example: "Ma'am, with what you're asking and obviously need in a car, I don't think my dealership is the right one that can fill your needs.
The large dealership in town/the city might be better suited for your unique needs as they have a much larger selection of vehicles and therefore have much wider latitude price-wise. They also have a much more diverse financing options and quite frankly more resources than I do that will have a much better chance of making you happy than I can."
The used car I bought, they definitely "CYA" when they had me sign papers. A few weeks later, I had to replace the battery, starter, water pump, coolant was just water and rusty. Just horrible. My fault for not fully inspecting the vehicle, but damn you know?
I lived in NH for 10 years at our 2nd home up in North Conway. I had retail dealer tags from there and where I moved to 47 years ago. As a retail dealer under most state laws you must have a full state safety inspection before you deliver that vehicle to the customer. On the buyers guide you can sell that vehicle AS-IS. On the back of these buyers guides customer has 72 hours to bring back that vehicle when retailed.
You should never do your own state safety inspection on vehicles that you retail so if there is something wrong you are not liable on that safety inspection because you used a 3rd party.
Now about offering to do any repairs to that Saab 9.3 free of charge after you closed and delivered the car to the retail customer that is a BIG NO-NO! Once you offered to do repairs at no charge to that customer on that car if she wanted to she could make you repair anything on that car for as long as she owns it. You as a used car dealer cannot do that by law unless you want to be a nice guy and live with her and that POS car for years to come.
You got off cheap by refunding her her money. I know of several dealers new and used that found out this the hard way.
Its like you financed a vehicle for a friend for 36 months. 12 months your fall into hard time and missed 2 payments he tell you he need that vehicle to get a new job out of town and promise you he will get you all caught up in 30 days. You agree a week later your friend come by with so money to give you for now and you take that money give him a receipt for the partial payment of $110.00. Now his monthly payments on both your and his paper work shows a agreed payment set dollar amount of $387.29 for 36 months. If your friend wants to put the screws to you he can because you agreed to take that $110.00 payment. From that time on all he has to pay each month is $110.00 until paid in full all because you took $110.00 payment from what he owed in the rears of $387.29 X 2 = $774,58 total. This is all legal and a judge will side with your friend not you.
If you want to learn all the dirty little tricks about financing vehicles a tot the note lot owner can teach you what a used car dealer needs to know about financing vehicles and staying out of trouble.
When I owned a car lot of a person was late and made a partial payment the receipt that printed out showed partial payment along with the original payment and the balance due and all payments that were late applied money first to late fees before it went to the payment. We never had any problems but I was in South Carolina and the software we written for car lots taking payments. I think there was a form that had to sign stating that any partial payments would not stop the repo on the car. But I never did a repo unless the customer was not returning my calls or just was not trying to make payments. I worked with every customer to keep them in their car.
@@survivalSC Your right as long as its all in writing as to how partial payments are applied to cover late payments and fees before going to the principle borrowed sum. Was your payments weekly or monthly?
I never was into that type of auto sales. I worked up to dealing in high line cars only. Certified funds only. Under federal law car dealers cannot take cash as payment on the sale price. The IRS wants a full paper trail from start to finish. I have taken $1000.00 cash down to hold a vehicle and return the cash after getting a check for the full amount.
N.H. does not have sales tax on auto sales but in my other state where I have a used car building I have to also collect sales tax on each deal and do a MVI. PAPER WORK OVER LOAD!
Hi from the UK, So how do you avoid this situation again if you want to sell a car on a sold as seen basis?.....
very fair and honest car dealer