Buying a Car GOES TERRIBLY WRONG (Dealer Caught on Camera) 

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The woman on the phone sounds like she is in a call center with a script she follows. She's not a sales person.

I bought a brand new 2025 Honda CRV and did it completely via text and email. Only phone call was to give them a $500 deposit. Set up an appointment the next day and spent an hour at the dealer with zero hassles and drove off. I told every dealer I reached out to that I was not coming in to negotiate. I told them they sell a commodity that I can buy at any Honda dealer within an hour of my house - amd I’d buy based on price. I was $1,800 under MSRP with low dealer fees and zero bullshit add ons. I’m happy with my deal.

Every dealership doesn't like to give ANY information over the phone. The management of the dealerships main focus is to get the people "in the door" to control the deal. It will never change.

I just came from a Toyota dealer and I could not get an out the door price. I asked for OTD price three times on a Rav4 and could not get it. I told the sales person I either get a price or I go to another sales person and they chuckled. Wow. I went to another sales person and they said they can't help me since the previous sales guy got to me first. I asked for the sales manager and was told they were not available. I paused shortly, and raised my voice a little and let everyone in the dealership know that I wanted to buy a car, "Will anyone sell me a car today?" Everyone, including a couple of customers, stopped for a second, then went on with what they were doing. Apparently they don't actually sell cars at this particular Toyota dealership. I walked out. Visiting a Subaru dealership tomorrow. Let's see how I do there.

There's a website for a dealership, that advertises for 2023 and 2024 models $10,000 off MSRP. I clicked it, it said terms and conditions apply. It also had a box for me to fill out, and a checkbox that says "I understand terms and conditions" So I clicked on the terms and conditions and it said to "see the dealership." Weird how they allow you to say you understand it, when you can't even see it unless you go to the dealership, which defeats the purpose.

Thanks for continuing to expose the chronic level of dealer malpractice endemic in America today.

It's brutal trying tp purchase or lease a vehicle today.

Unbelievable. Dealers spend tons of money trying to get customers interested in their product, then when the customer shows interest, they blow them off. What is going on in their heads?

I recently called a CDJR dealer requesting the out the door price on a Dodge Charger they had in stock. After three promises, and 11 hours, there closing time arrived with no information provided. They called and text me multiple times, but told me nothing. The next day the GM e-mailed me asking what he could to to get my buisness. I told him what happened, and that his team blew it. Its like they don't want to sell cars.

They want you to come in and run you through their mill and close a deal. i.e. rip you off to the max.

I was hired, trained and worked for a GM dealer for a short time. This is a long standing successful dealership. They trained us to not give prices on the phone. They all do it. I rather go in and make them crazy.

It is so frustrating to deal with dealerships. I'm car shopping in Dallas. I sent inquiries about a couple of cars to Toyota of Grapevine asking for dealer fees, document fees, loan origination fees, and out the door price. The salesperson completely ignored my questions and went directly to asking when I'm coming in for a test drive. I replied saying I'm not coming in until I get the numbers, the salesperson says that their policy is to only provide details in person. What a nightmare it is to buy a car

Sounds like dealers have gone from one extreme to the other, from aggressively trying to close from the moment you call or walk in to almost total indifference.

As a past car salesman the ads are designed to get people into the showroom or generate a phone call to the dealership to be converted into a showroom visit.

I’ve been trying to get some information by email and I immediately get a reply. It’s always the vague long email with “our team will get back with you” and never answering any question. I feel like they are using AI to write these emails due to how fast, vague, and similar they all are. I’m at the point now where the dealerships have convinced me I don’t need to buy a car.

Here in Vegas, Toyota has been advertising some pretty good subsidized leases. However, NONE of the Vegas dealers are willing to honor those deals. They want more money down and the payments are higher for the exact same terms Toyota is advertising. Same length and same miles as what was advertised. This tells me the Vegas dealers are charging full MSRP, like what Toyota is advertising, but they're adding unsanctioned fees on top and putting those in the lease.

I've been to a few different dealerships. Chevy, Nissan, Toyota (multiple), and Lexus. My best experience was at Lexus. They didn't do scam add ons. Salesman stayed on MSRP. Quick and easy. Worst was at a Toyota dealership. Chevy had a $500 off MSRP ad. My husband asked about it and the salesman laughed in his face. Told him it was a joke and it shouldn't be taken seriously. It's so ridiculous how these dealerships are.

I’ve been selling cars for 16yrs. The dealerships like to train you to give JUST enough info. They view it if you give the customer everything over the phone they have no need to come in. I never truly understood this and that’s why I didn’t adopt it.

$49 a month, 650 year term.

Those internet departments are a total waste of time and resources.

Sadly it seems like most dealers don’t want to do business with educated consumers. I’ve been TRYING to buy a new vehicle for months as soon as I start asking about the out the door price and questioning fees they start floundering.

I love these two guys at car edge. You are a great Dad/Son duo. Keep up the great work and education!

This is normal dealership practice ray and Zack. They try to be vague as much as possible…..until you get in the door. Then they unload fees.

this is the experience I had in that nobody wants to help on the phone because they don't want to get into bidding wars with each other... they refuse to give out the door prices over the phone and flat out say that they wont give itemized details either as they won't get in bidding wars

I negotiate land transactions all the time and I find that giving the highest and best offer upfront for our asks is most efficient, and I wish car dealers would do the same when selling. Sure there's sometimes room for negotiation if say 5 deals go very well we can maybe allocate some better pricing to the 6th deal, but it's not like we're talking about any more than maybe 5-10 percent change in the single offer. Removing dealers from this equation should bring prices down for buyers and increase volume for manufacturers. Let's work on that

Thank you, guys. I was watching your vídeos before i went to buy a car, and you guys saved me a lot of money. Thank you, guys, for the videos

these guys are so good. thanks for all you do.

I think the 18-39 months means your payment is $49 for months 18-39, but the first 17 monthly payments are much higher (likely disclosed in the fine print). First time I've seen that on a lease. I've seen sales advertised like this before. Huge font, "Only $99/mo", but then in the fine print it says "$99/mo. for the first 12 months, $369/mo for the next 48 months".

If I can't get an out the door via phone call or email, I don't even consider coming in to be tortured for hours until I give up and accept a bad deal.

going back some years ago I stopped at a Toyota dealer to look at a 4runner. I was looking for a TRD model which the dealer didn't have but he had a Trailsport that was a leftover. I took it for a test drive. Afterwards I asked a simple question which was how much is that vehicle. I got everything from can you afford $700 a month down to $400 a month. After a 1/2 hour of the salesman going back and forth the manager comes out of the office and starts giving me a hard time saying I'm wasting his time. I told him I asked a simple question and you can't give me a straight answer then I turned and walked out. That not only cost them a sale that day but several sales from friends and acquaintances that went and purchased from another dealer after I told them about my experience there.

I went to a dealer who quoted me the price of the used car. Took it for a drive and mentioned I saw their ad for a used car sales event coming up in a few days with $X off. I asked the salesman what the price would then be and he said “oh, the price you were given.”

Sales training? What sales training! I worked on the new car lot for a GMC/Pontiac/Buick dealership for over 2 years. There was no training whatsoever. If you wanted to learn the particulars of the cars (engine, trim, etc...), we were told to read the brochures. We were simply expected to find out what kind of car the customer was looking for, get them to drive it then turn the customer over to a closer. Occasionally I got to work the 4-square but invariably the manager would send me back out to get another $500 or so despite how good a deal was on the paper. I left after they hired a new sales manager whose policy was that you had to be on the lot 7 days a week because... "you can't sell cars if you aren't on the lot!" The dealership was open 9-9 and you were expected to be there at least 8 hours every day.

If they can't tell you how much it will cost if I want to buy it at lease end.................run

What is irritating to me Is that most salespeople don't know details about the cars they are trying to sell. It is really refreshing to go into a dealership & a salesperson knows more abt the car than you do. So not knowing finance details is not surprising. The ignorance they display just gives them the chance to f)imflam you.

She didn't sound like a salesperson. More like she's just reading what she was told.

JEEZE....You guys didn't read the fine fine print....that price was for the four tires on the car only....

Money down on a lease divided by the monthly lease term. Add that total to the monthly payment & that is your actual monthly payment.

Great video....I'll watch your lease videos but what are some things you should be aware when leasing? Based on the video I picked up OTD, Residual value, Money factor.

I was in the market to lease a 2024 Altima SR. Out of 10 Nissan dealerships in my area, only 3 would give me the mf, rv and cap cost.

Love this! Maybe educated customers will create a demand for educated sales people 🤞

But they ask for your info and you get bombarded with e mails phone calls texts forever.

You can't get a price on a Toyota or Honda in Canada unless you're in the store. It's not bad training it's monopolistic.

I recently tried to discuss a purchase of a 2024 Hyundai Palisade. I ask them for a OTD and an itemized listing of all the fees they were going to charge me. I never could could get them to give me that information

Please continue these!!

Your residual doesn’t change based on anything other than length and miles. Super easy to find out, I’ve never had a dealer not tell me that

Went to a dealer just to compare one trucks interior vs another Make. the salesman insisted we sign in . We refused and left. I hate dealerships. This is why people use car max and such. Not everyone wants to haggle and in our case the listed price at car max beat the regular dealerships.

Ray it sounds like Zach was speaking with BDC department girl not a salesperson 👩‍💼 that’s why she was T/O’ing Zach to “her team” to call back Zach. Most BDC reps are clueless on what they are doing and their main job is only to get basic contract information from potential prospects and get them in the door.

Ray, I see that you're a watch guy, as I am. If you had to keep just one watch, which would it be? Love the channel.

I like the video and WOW amazing TY so much ,,Keep up the great work

As an aside, I went to my local Chevy dealer to check their EV prices. The salesman was a recent promotee from their maintenance shop...the trunk of the 2024 Equinox wouldn't open. The poor dude was clueless how to get it to work, I couldn't either. The entire shop has the whiff of failure.

Idk how you understood a word she said. Very hard to follow. But great to see this type of thing, helps us all out to know what is happening out there! Thanks Ray and Zach!

The goal of the add is to get people into the dealership so they can give them the shaft

I don’t know if advertising laws are different from California vs Jersey . in California over twenty years ago I was in advertising ,specifically used car magazine like autotrader. everything Zack was asking was asking was required to be in the disclosure . In fact if anything was wrong or missing in the disclosure the dealership would call and as for a retraction letter . I think the retraction letter was abused by dealers. I think They would give us a wrong low price to advertise and after it was printed. They would request letter stating the correct price. A tactic to get calls and walk-in cutomers

She wasn’t a sales person and she wasn’t extremely helpful. She kept saying ummmm…. like she was lying and unsure of what she was saying.

Please give this dealers name and address. You will be doing your audience a huge favor.

The ad clearly says zero down. Yet they want $6000 down. They are lying.

I'll never understand leasing. It is throwing money away. Buy a reliable vehicle, pay it off fast, have no car payment, drive it until it implodes.

Usually the ads are accurate & Legal. People are not trained to understand the ads. What the Big type giveth ($49/month lease) the mice type taketh away. ($6K down plus, plus, plus)

Wow, here in Denver we have the 2024 Nissan Ariya Evolve+ EV ($50K) with an available lease for 24 months with $0 down for $185/month. Tax credits are $15K in Colorado.

Dealerships are tuned to in store sales where the customer is subject to their traditional sales techniques and are not really interested in internet or phone sales.

To me this is very simple. Dealerships have a very high turnover of sales people because you wont make any money being a sales person. So, they wont invest in any training for them. If you really want to make a deal over the phone you have to get up the chain to the guy or gal who actually makes the deal whatever the title is for that person. I have done it, and wont do it any other way again. They keep asking for me to come in and my response is I will come in to take the car home when the deal is made, not before.

Did Zack clone himself? It's near pointless to call or email these dealerships, they all want you to come in so they can wear you down over hours and make a stupid mistake.

Why censor the dealer and location aren't we supposed to be helping everybody to not go to dealers like this

I bought a $50,000 car for $0 a month with $50,000 down. Such a good deal 😅

Wow, I can't believe how shady some dealers can be. Thanks for exposing this and helping others avoid similar situations! This was an eye-opener! So glad you caught everything on camera. Definitely going to be more cautious next time I'm car shopping

Thats the reason carmax is still in business on getting people a car without any hassle

If govt entities won't protect car buyers, then these 3rd-party aggregators of cars for sale should. They need to make it a condition to advertise on their site that the price posted cannot be after a down payment of X thousands of dollars and if there is a standard doc fee or 'prep fee', it should include that or have it clearly disclosed upfront. These car dealers want to get their listing up to the top by offering a 'great price' instead of a 'fair' deal which might appear on page 2 or 3 of a search on the 3rd-party site. That's why they do it (among other reasons)..

I need a small suv . I’ve looked at used and the prices are still too high. What is the best option for a luxury suv right now ?

Those cars usually have a base price of $18,999.. They jacked it up between 4 and 5 grand.. it's a very junkie and underwhelming vehicle.😫

I had the lease lingo down. But I did but a nissan sentra svor Sr something. Not leather or moon roof😢. I think I negotiated a decent deal but when I think about it..... maybe not so much. Wish I would have had you on speed dial! And you cannot cancel contract..and you must finance thru Nissan. Now I'm really depressed. I'm going to have to pull out sales receipt and see really how bad I got spanked for. You're right. Pretty disorganized. Don't tell you much about the car till you're in the building again.

Customer Service, Sales, Services, Operation, Internet, and Finance, either they all don't really talk to each other at all and work in silo (so they can't interfere each other's business) or they have been talking to each other to manifest the "stealership conspiracy" with the motto "How much can you rip-off"

Ray, you know they want you to come in. You can’t turn an opportunity into a deal if they’re not in front of you. Once you’re in the door then they can work you to make the deal happen. But if they give the information over the phone you’re not likely to come in.

can you get dealer auction prices through your car edge business? I will be looking for a 2015 toyota Highlander.

Great video. I truly believe that the "chatbots" and the first-line phone sales are probably new sales employees who don't know crap about car sales. They are just there as an intro rather than a source of information. Granted, as discussed, they should be trying to reel this fish in rather than just blindly blow off the opportunity.

Spot on!

Thanks!

why do u want to know the residual value? how does it help in negotiating the car ?

This is why I hate going into a car dealership. We need to move direct to consumer model.

Amazing but not surprising! Everything emanates from the top down. Management controls the numbers and management controls everyone below them. We're witnessing a great example of poor and weak management which sadly is prevalent in most dealerships. If a customer is not a buyer right now, the customer is not going to get numbers (to shop on), and it's the salesperson's job to put 'em out the door (as politely as they can) without any meaningful numbers or information.

In and of itself, is the residual value such a competitive issue? Informed customers. Or as Sy Sims said: An educated consumer is our best customer.

Notice fees are not listed on the add.

I knew it would come back to "it's all about the payment" what does the rest matter. Which means the they need the application and so on - how much they can get you to get into with all the variables that are the "what does it matter" you are willing to not scrutinize.

Years ago this was considered a prepaid lease at these terms

Where can i get a refferal code For when i reffer customers i work for a bank

It isn’t just a training issue. The dealerships do not allow salespeople to give customers information. We are criticized and ridiculed for not “being in control” of the customer if they won’t agree to come in without any information.

I asked a dealership last week about the msrp on a used car on dallas tx but nobody gave me any details or emails or a phonecall.

nyc car shopping is a nightmare

Well the lady on the phone was polite!😅 Give her that much Ray!

Ray you need a small whiteboard.

2:45 They always have been poorly trained! In these days, the sales man are saying to buyers “Go to check everything online!” 😢😂

i was shoping for a hyundai and only one dealer gave me a price over phone. one dealer said i had to come when i said i would like to get it over the phone. he asked if i was too afraid to meet him face to face,

Come someone explain the purpose to know the "residual percentage" or price that they're mentioning..I'm totally lost on that part and why is it important to know. Thank you.

I was looking at BRZ's last year for months and dealers were advertising cars that weren't even in stock yet and just like this they wouldn't give up details about much. I was in a position to buy the car outright for cash but we didn't even get that far and used ones were being shown at over MSRP. Ended up with another Cayman from a small dealer in AZ that sells a lot of European vehicles, had great reviews from repeat customers, it was below retail book and they let me take it for a pre purchase inspection. From what I'm seeing about car dealers that are going under I'm better off with an older car that I can do a lot of the maintenance on myself and not play dealer service advisor games. Let them starve!

I’ve never bought a car from a dealership….and I’ve also never understood the whole process….its hilarious 😂

@CarEdge, You guys should call a Tesla location asking the same questions about an used vehicle through them.

I may just get a Tesla (or Rivian) or Porsche (when they go that route) for direct to customer sale just to avoid dealerships as much as possible.

I have been talking to car sales people for the past two weeks and my head is about to explode.

It's more like dealership caught on audio, not camera. I immediately thought it was so visuals lol

Never tust dealership.