|Category:||Used Car Dealer|
|Address:||16315 Fraser Hwy, Surrey, BC V4N 0G1, Canada|
|Working:||9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–6PM 9AM–6PM 11AM–5PM|
To make this a fair review, I will talk about the whole experience. First off, I found this dealer online and read a few reviews which were positive. I went to their website and found a car I was interested in. I paid them a visit the next day and when I stepped into basant motors parking lot, I was greeted by a salesman right away. He showed me around and I picked out a couple cars I was interested in. I inspected and test drove two cars and kinda had an idea what I wanted. Then we sat down to negotiate the price. We agreed on a final selling price + taxes and then I was taken to the business office to discuss about finance options. In the business office, I was presented with a lot of information but it all seemed logical. There were some documents I shouldve taken home to review before signing since I was not able to read all the fine prints in detail at that moment in time. Because they appeared professional (which they were), I signed the papers anyway and decided to review them at home afterwards. At home that night, I reviewed the papers in detail. I looked over the invoice and noticed of an additional $997 "documentation and title search fee". I remembered clearly that this fee had not been discussed during my negotiation with the salesman. It might have been brought up when I was in the business office but it was certainly not stressed to the point I could notice this huge amount. I was a little irritated at the time because a salesman should at least tell you theres this fee on top of the negotiated price even though he might not know the exact amount. I went in again to talk to them the next day and they said it was a mandatory fee that everyone has to pay. Of course, this explanation was not enough for me and I wanted to bring this issue to greater attention. They tried to explain to me why it was $997, but I was not given a clear answer. Because of my frustration, my complaint was brought up to higher levels and they reduced it to $597. Although I was barely satisfied, I have to say they handled the situation very professionally. They were polite and did not deliberately argue. However at the very least, one should make sure ALL fees are included in the negotiated price. They informed me that they will work on communicating and disclosing all the fees in the future during price negotiation to avoid misunderstandings. In the end, I agreed to take the $400 reduction. I was scheduled to pick up the car a couple days later because I had a rental car. To compensate further, I was offered a ride to the dealer to pick up the newly purchased car after returning the rental car. I also got some gas credits as compensation. Overall, this dealer treated their customers very well and had good business etiquette. I was compensated for the miscommunication we had between us and the president saw me himself personally. I would recommend this dealer because of the way they put their customers first. They will not shift blame and will take responsibility. They cleaned the car well and answered all my questions in the end. The only thing that needs to be worked on is the disclosure of all types of fees (even if the amounts are not known). Im still not sure why this documentation fee is $997. A lien search on CarProof Verified report is only about $70.
Basant Motors.... On the one hand, I had an absolutely unreal customer service experience with Ronnie while buying my vehicle. He was incredibly helpful and went above and beyond to help me out. My truck finally blew its transmission and I needed a vehicle right away with the snow coming. Ronnie sent a courtesy car to my house for me to drive the 24 hours until I could make it to Basant, and he even dropped it off himself! I had a terrible car buying experience my first go round 4 years ago and I made it clear to Ronnie that I was going to be a bit of a hard ass on him. Not an issue at all. He had an answer for everything I asked. I would highly recommend him if you are looking for a vehicle! The downside... The woman doing the insurance at Basant was incredibly unprofessional, rude, and an absolute nightmare to deal with. She messed up the insurance the day I took the car off the lot and it took 3 days of hell to get it all sorted out. She could not have been any harder to deal with if she tried. It left a very sour taste in my mouth. If it wasnt for how amazing Ronnie was I would never go back there because of her alone. The service department is great in person, however they can be incredibly rude over the phone. It might be a back of house type of mentality, but they should still offer the same level of customer service as the salesmen do. In my opinion. Update!!! After 2 months I have learned a lot about this company. My vehicle is actually a 2014 not a 2015 as it was sold to me, and I am immediately due for a $500.00 service. My headlights went out right after I bought it, and my brake fluid is sludge. I called and spoke with the manger who referred me to the service department who told me they would fix this. After three phone calls, and waiting over a week for a call back, I was offered a 10% discount bringing their service total to $80.00 less than the actual Nissan dealership. The Nissan dealership guarantees their work and that Nissan parts are used. Basant did neither of those things. After receiving my service from Nissan (with an amazing discount and absolutely impeccable service experience) I discovered my brakes were at a 4 (3 needs replacing. I was told Ive got maybe 4,000km left on them if Im lucky) and my tires were at a 4 (3 is completely bald) They could not rotate my tires as required in my service because they did not meet requirements. Again, this is a vehicle I just purchased apparently new. Furious and absolutely disgusted doesnt even begin to describe how I am feeling. Basant not only lied to me, they also threw all morals and respect for customers out the window. The company they claim to represent and the company they actually are could not be any further from the truth. I have filed a complaint with the Better Business Bureau and will do whatever I can to make sure this company does not continue to hide their sneaky business practices behind a good sales team. DO NOT BUY A VEHICLE HERE!!!
I will break this review down in to pros and cons: Pros: everyone we spoke to at the dealership was kind and courteous. Nash, our salesman, was very polite and respectful, and not pushy at all, and even stayed late on a Saturday to help us work out details for our purchase the next day (we were travelling from Victoria). The finance manager and insurance agent were both very pleasant to deal with as well. The dealership itself was immaculate, beverages were available, etc. It was crazy busy in there, but we were well attended to. Cons: Most of these stem from the negotiation process. -Photos of their vehicles were of poor resolution. Upon seeing the car up close there was more wear and tear then we really expected. Something a hi-res photo from any smart phone would avoid. Car was wiped clean, but, not really detailed very well at all like I would expect while buying a car from a dealership. -When we got off the phone with Nash on Saturday, we had agreed on a vehicle price, interest rate, and trade in value. When we went to sign the papers on Sunday, our trade in was reduced by $200 without any mention to us. This was corrected when we brought it up, but, still... -The finance rate we were quoted over the phone was unavailable the next morning. We ended up paying 0.04% more then were promised, which amounted to $400 over the course of the loan. We asked to negotiate that off the price of the vehicle. The finance manager said she would take it off their doc fee, which brings me to my next gripe: -Their doc fee was around $1000. That is absurd. We were assured that was "standard" but we have been shopping for a vehicle all over the lower mainland for weeks and most of what we encountered was in the $599-699 range. I have e-mails from other dealerships to back that claim up. Maybe Im wrong, but, it should be mentioned: buyer beware of their astronomical doc fees. To summarize, everyone we dealt with was very pleasant, but still pulled out all the usual used car sales tactics everyone hates about buying a vehicle. I wish we could have walked in, signed papers with the terms we were promised over the phone, and left a bit happier. It is frustrating to travel for a day, spend money on the ferry, etc and have to further barter and negotiate just to get what we were originally promised. I have bought several vehicles from various dealers over the years, and I guess in that area, Basant is quite average.