+1 another good experience (or just lowered expectations from all the negative experiences)
Short-story: Patience is key. I can't tell if the sales, credit and delivery teams are just swamped or incompetent, but they still manage to get everything through the process albeit at a snail's pace. The cars are not refurbished and there are going to be things not visible in the pictures. I'm not saying this process is ideal, but it works considering how discounted the cars are.
Day 1
Went through about 10 cars with my SA before finally pulling the trigger after diligently monitoring the price changes on one of them. My SA sent over the order # an hour later, reminded me that car was in FL (I'm in DC), and then I never heard from him again even though I responded to his email with a couple questions about the process.
Day 2
The next day, a DS reached out to me and started getting everything coordinated and asked me to complete the tasks in my account including the credit app and started the trade-in including the self-assessment. I asked the same questions I asked the SA after completing the tasks and nothing.
Day 3
A credit analyst sent over the loan terms for review and approval and I respond with the approval and a question the paperwork and titling. Never heard from him again.
Day 4
Radio silence from everyone.
Day 5
I follow-up with the DS and credit analyst in the morning to get a status update as I want to plan my flight down there. No response.
Day 6 & 7 were the weekend
Day 8
The DS calls me to ask if I completed the self-assessment. I let him know I did it on Day 2 and he said he'd track it down.
Day 9
No contact from the DS, but the trade info starts to show up in My Account and I upload my title and registration.
Day 10
I email the DS to ask if everything is good to go and no response.
Day 11
DS calls me to confirm everything is good and to schedule dropping off my trade-in up here and then delivery in FL.
Day 12
I drop off my trade-in and the process couldn't have been easier. They did a quick look over to confirm the mileage and condition, gave me a copy of the paperwork and even gave me a ride to the subway.
Day 13
I fly down to FL in the morning, arrived at my appointment time and was told the car is ready but the paperwork isn't. I asked if I could take a look at the car in the meantime and was told no because there isn't enough space to bring up front until its ready to be driven away. I was like WTF?, but whatever. 20 minutes later the paperwork is ready and I ask to see the car before I sign everything, and again was rejected. She assured me they could just shred everything if I didn't accept delivery. I had an 18 hour drive ahead of me (with charging) and it looked fine in the pictures, so I relented and agreed.
The car
The car wasn't in perfect shape, but I wasn't expecting it to be. There were some nicks on the bumper, a quarter-sized door ding, the door panels had some stains, and the rear seats had quite a bit of wear and tear. Nothing horrible though. It had new tires, the previous owner's data had not been cleared and they installed new floormats after I complained the driver's one was bunching up. I could tell my delivery person was rushing through the process, but was already familiar with everything and wanted to get on the road, so it didn't bother me.
