One challenge dealers have is that most have spent a lifetime inside the auto industry — they drive dealership demo vehicles, and don’t have a current sense of what it’s like for a consumer to shop for or purchase a vehicle, especially a used one.
I mean the nitty gritty stuff. The shady world of curbside operators, and stolen vehicle reVINning or rebuilt titles, or hiding accident records or neglected maintenance. Well, to be fair, they do deal with all of that daily when they accept customer trades.
But I’m talking about what it’s like to search for, assess and buy a used vehicle out there in the big wide world of swindlers, liars, cheats and criminals. Having just purchased a used vehicle myself from a private buyer, and after an extensive and exhausting search, I can safely say it’s a jungle out there.
After my experience, that I’ll detail in a moment, I was struck by some of the advantages that car dealers have in the used vehicle space. I think they can really be a safe haven for buyers who are still looking for a good reliable vehicle and don’t want all the headaches of finding one on their own, getting it safetied and registered and ready to go. The ability to offer an extended warranty is a huge bonus for some buyers too.
So back to my purchase. I have bought a few used vehicles over the years, but I’m no expert in all the leading strategies and best practices. I was looking for an older model summer convertible to replace a 1994 Jaguar. So I studied the market, and looked at the listings on Facebook marketplace and AutoTrader and looked at dozens of YouTube reviews.
After days of scrolling and narrowing down choices and brands, I started sending inquiries to the few listings that looked promising.
When people did get back to me, which was about 50-50, the communication was mostly terrible. The used-car dealers who were posting their listings in these marketplaces were among the worst. Even after filling out lead forms and providing my number and expecting to be bombarded by calls, I got nothing but silence. I ended up having to call them.
Some of them, most actually, didn’t even answer with a dealership name. Mostly, I’d get a: “Yeah?” That’s because I think they run their businesses on their personal cellphones. When I told them I was interested in a vehicle they had advertised online, they warmed up a bit, but the enthusiasm level was about 2 out of 10. One even talked me out of a vehicle, telling me that he had to admit it wasn’t a clean car. I don’t know what he meant exactly but I was gone.
I visited another used car “dealership” in a sketchy part of Toronto and it was really more of a trailer with a handful of cars in the driveway, and a few more in the back. I made the mistake of asking to use the washroom, and let’s just say I wouldn’t let my wife (or any friends) set foot in this place.
Private sellers can be even worse. Some didn’t even know the basics of selling a car, like having to get a used vehicle sales package from the province. One buyer who marketed his vehicle as certified told me it was safetied three years ago when he bought it!
When I finally found the right vehicle, I was talking to the seller about my connection to dealers in the industry through my work on this magazine.
With all the running around we did getting safety checks, lining up for countless hours at a Service Ontario office to get the sales package and then plates, and sorting out a bank draft to pay the seller, we were both worn out.
Finally, he just point blank asked me why I didn’t just buy a vehicle from some of the dealers I know. He’s exactly right! Most of the aggravation from the purchase process that I just mentioned is handled by the dealers, and because it’s just part of their daily routine, I doubt they fully appreciate the amazing service that they are providing to buyers.
