Dealing with a similar issue, expect customer fully paid for the car and wrote us a check for the whole amount and did all the paperwork. We did a We Owe for a door lock actuator cause the passenger door wasn’t locking. He wanted to leave it with us until it was done, so ordered the part and in the process a plastic piece in the handle broke so we needed to order that which was a few days out. Been 5 days now and customer is freaking out on why we deposited their check before delivering the car can you believe it, can’t please everyone in this business there is good and bad. Been more than reasonable and in constant communication but always the bad guys seems like
You were technically correct, deposit is nonrefundable. But you may have lost more than just that one customer. So the “stain” for that one car could be far more than just that one sale. Word of mouth travels fast, especially if you’re in a small town. So I would plan on them telling all their close friends and everyone in their social media about it. And the hassle of a negative review even if unfounded still puts that doubt in other people’s eyes when they see it. If it was 24-48 hrs and they came back that’s one thing, but 30 min? That’s a simple mistake on their part. I would’ve refunded the money and maybe you could have turned that into another sale in the future?
If you disclosed its non refundable, it is what it is, however, you also gotta be for your customer, and be willing to offer them a transfer toward another car you have available, just a thought
He may offend some of you, but a contract is a contract. If you sign it, you must live with it. If you don't read it before you sign it, you still must live with it. I don't know what the deposit was, but I would not give a large deposit knowing it is non refundable. I would negotiate and if the seller doesn't want to agree then I'd move on.
Why not use the phrase "sale pending?" until the vehicle is sold instead of stating the car is sold when it has not actually been sold. That way it's not deleted from those websites and potential customers know that it may or may not happen. Don't count your chickens until they hatch.
99.99 percent of the time when we have a healthy deposit it’s a done deal, also makes the customer feel good knowing that we have enough confidence to mark it SOLD and not let anyone else see it. This was definitely a fluke
Just like real estate, sign goes up and the listings on the internet says sale pending. Some time times it goes back on the market, bottom line, nobody cares. Would love to see the states legislate some controls on you guys.
@@thk7513 it’s a highly regulated industry at least at our level, bottom line is nobody is forcing a customer to do anything. We aren’t dealing with little kids here, these are grown ups. If they make a decision and sign to that effect we’re here to hold them to it
I get it too many potential customers are just trying to save a car and then continue to shop. S*** or get off the pot. However, I would allow a customer to switch their deposit to another vehicle in stock 1 time.
Yeah, non-refundable $1000 deposit for a used car, especially when the guy changed his mind within 30 minutes. It ain't right. Maybe legally you might be right, but at the end you'll probably lose more in potential sales
I would leave it advertised until you have it signed, sealed and delivered! You can always say you have a pending sale, but will give 2nd opportunity, if original buyer backs out. When I was selling, we did take deposits on rare vehicles, but if customer couldn't get financing--we did refund the deposit. If the customer simply decided against the vehicle, we tried to move them to a different vehicle, and if not usually refunded after seven days.
I can totally get that at a big franchise store or retail store with predominantly finance deals, not fair to keep a deposit if the customer doesn’t qualify
Why even take a deposit if it's all in the customers favor? A refundable deposit if you change your mind. No thanks. People are grown ups, or at least they should be. You sign your name agreeing to something, you should be stuck with that agreement.
That’s not the way to do business Morally and ethically your F*k You can deduct or prorate the days and create a closing deadline instead keeping the whole deposit
This is a tough call. If you verbally told the customer that it's NOT REFUNDABLE, then it's kinda on the customer. If you relied on the customer to read the agreement themselves, then you'll probably run into this problem again because people don't read shite.
I don't know where you got that belief from but If you sign a contract you did not read t you are still responsible. It doesn't matter whether you read it or not you signed it which means you know what you signed. Stupidity will cost you.
@Methodical2 I work at a dealership and certain policies we will verbally tell the customer and also make them sign a document explaining it. If we don't verbally explain it, many folks will just sign without reading. By explaining it to them, it drastically reduces the number of angry customers. Angry customers are also more likely to leave a negative review. It's sad that most folks don't read what they sign, but it's reality... at least for my customer base, lol.
@@funguy1086 If you did not verbally tell them and they signed they are still responsible for the contract terms and conditions. It's good practice in you'll situation to make them aware of certain portions of the contract that may negatively impact them because of the potential hostile customer but it's still up to the customer to read and understand the contract terms and conditions before signing (Contract Law). They can go to court all they want and will loose the case. I've seen this in court (actually in small claims court) and the judge said...you signed a contract without reading it is not the other parties problem.
Dude you're selling clukers, not exotics. If you were keeping $50... meh ok, $1,000 after 30 minutes of buyer remorse is more harmful with bad PR for your business when word spreads than the 15 cents you're going to lose because of a "stained" car. You already said during the video you need more cars because you're selling them quick. You're either trying to be a hardo, or you enjoy the easy grand. Lets be real here, your cars and market are for people who don't have a lot of money. Even a cash greedy company like Apple has a grace period for a full refund. Seeing this video and your attitude, immediatly has me unwilling to do business with you, and I'm sure anyone doing a google search while researching cars would feel the same.
Although I do agree they potentially prevented you from selling the car from another customer there is no way of telling that you would have actually sold it to someone else so I believe they should get at lease half there deposited back
I will never do add ons, or mark-up and will tell you my exact truth, which the dealership always thinks you're lying. I will always give the dealership the option to sell it for more if they can while I go and get a cashier's check. I prefer to keep life simple.
We have TONS of customers that do exactly this, we still work off handshakes quite a bit. But on something super popular we always recommend a deposit to hold the vehicle while they get their ducks in a row
Conner do you have a SIGNED document, in plain English, that states deposits are non refundable? Personally I would give the deposit back because somebody like that will cause you more than $1000 damage with bad reviews on social media and word of mouth. As far as dealing with the public, that's part of your job. Some people are easy, many people are not! BTW when I sell cars I make the buyer sign a separate document (so it stands out) that states deposits are non refundable.
Our pre purchase deposit forms are SUPER simple and written in plain English no fancy phrases or words. And the form has in gigantic font that deposits are non refundable and all sales are final
@@connerscars So are you holding firm in not refunding the deposit? Makes no difference to me but I still think it'll cost you more in lost business and bad reviews on social media. Just my take on it but I respect your business acumen.
Keep in mind in some places having a "signed document" as such means nothing since car stealers are not legally allowed to do this--depends on where you are and the laws governing car dealers. Where I live technically speaking a car dealer *could* keep all of a deposit but not based on any verbiage that says the deposit is "non refundable". Rather they have to show that they reasonably had that much in admin, etc. costs incurred due to the sale--i.e. they're entitled to keep the portion of the deposit they incurred, so long as they can show/prove such costs. If that happens to be a thousand bucks and only a thousand deposit was given then yeah, they can keep it all. I doubt in this case they'd be able to show they incurred $1k in costs in less than an hour after the sale though! BUT that all said, laws vary from place to place, state to state, etc. so it might be completely legal wherever Conner and his shady business are located.
Take an OBD2 scanner dongle with you and check out the mileage on your phone app or do a vin scan Maybe they don't have the money or can't get it financed. It's only $1,000, give them half of it back and get a written statement !
That GMC lifters look lke the 4 6 8 kind that fail alot and probably has a regular cam in it now but with all the bags blown and the fact its a GMC makes it a hard pass for sure. Make the deals great again Conner. Smash that Like folks.
Bro, you're insane if you think its reasonable to keep a $1,000 deposit because you had to take your Marketplace ads down. Especially if the customer immediately changed his mind. A THOUSAND DOLLARS??? For a shitbox youre selling for $7-8K?
What's the point of a deposit then? The deposit is there to protect the buyer AND seller and 99% of deposits are NON refundable unless its stated otherwise.
i mean dude it was 30 minutes lol. worst case scenario all your ads get put to the front again. I would just charge them for any upgraded or paid ads you had but thats a little ridiculous.
I’m not sure if your in the cash car business but in our field when a car gets “sold” online then is immediately back up the first thing the other prospective buyers think is “what’s wrong with that car” makes it nearly impossible to sell. We were able to make the customer happy and they are coming tomorrow to wrap up the deal. At a new car store I feel like a deal falling through because of financing etc is way more common and most buyers understand but the Cash business is super competitive and brutal lol
Most states the deposit is refundable. You can fight it in court, but its not worth it. The dealer is always the "rich" one, and the juror will always sympathizes with the "poor" buyer. Not a good way to do business. Better to have good PR than to have $1000 in the pocket, even if you are right. The customer can always goto a consumer or government agency to complain and you never know who's going to be breathing down your neck. Good luck to your used car business and your attitude is what gives the industry such a bad rep.
Thats BS, I would never buy a car from this guy , typical used car BS . Here in Virginia thats against the law, if you put a deposit down and change your mind, by Virginia law you must return the deposit to the customer.
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I appreciate all of the comments and opinions in the comments! We might not all agree but thank you for being respectful to one another
Dealing with a similar issue, expect customer fully paid for the car and wrote us a check for the whole amount and did all the paperwork. We did a We Owe for a door lock actuator cause the passenger door wasn’t locking. He wanted to leave it with us until it was done, so ordered the part and in the process a plastic piece in the handle broke so we needed to order that which was a few days out. Been 5 days now and customer is freaking out on why we deposited their check before delivering the car can you believe it, can’t please everyone in this business there is good and bad. Been more than reasonable and in constant communication but always the bad guys seems like
Awesome show
You were technically correct, deposit is nonrefundable. But you may have lost more than just that one customer. So the “stain” for that one car could be far more than just that one sale. Word of mouth travels fast, especially if you’re in a small town. So I would plan on them telling all their close friends and everyone in their social media about it. And the hassle of a negative review even if unfounded still puts that doubt in other people’s eyes when they see it.
If it was 24-48 hrs and they came back that’s one thing, but 30 min? That’s a simple mistake on their part. I would’ve refunded the money and maybe you could have turned that into another sale in the future?
As much as I dislike this practice, it was said there be no refunds. If he signed something agreeing to that it is honestly on the customer.
One exception to a deposit refund should be if the vehicle fails a pre-purchase inspection by any established repair shop.
If you disclosed its non refundable, it is what it is, however, you also gotta be for your customer, and be willing to offer them a transfer toward another car you have available, just a thought
Never put a deposit and don’t shop at the dealership that this guy represents. In a way this is a scam.
I own the dealership, in a way people need to start thinking before they sign contracts that they want to get out of later 👍🫡
Good for you, I hate flakers
Customers are tired of being treated like garbage. Good luck.
Sheesh! I can't imagine how scummy this guy is other aspects of his business and life in general.
He does give off those vibes
You guys crack me up lol
He may offend some of you, but a contract is a contract. If you sign it, you must live with it. If you don't read it before you sign it, you still must live with it. I don't know what the deposit was, but I would not give a large deposit knowing it is non refundable. I would negotiate and if the seller doesn't want to agree then I'd move on.
Keep the money. It's in writing.
Why not use the phrase "sale pending?" until the vehicle is sold instead of stating the car is sold when it has not actually been sold. That way it's not deleted from those websites and potential customers know that it may or may not happen. Don't count your chickens until they hatch.
99.99 percent of the time when we have a healthy deposit it’s a done deal, also makes the customer feel good knowing that we have enough confidence to mark it SOLD and not let anyone else see it. This was definitely a fluke
Just like real estate, sign goes up and the listings on the internet says sale pending. Some time times it goes back on the market, bottom line, nobody cares. Would love to see the states legislate some controls on you guys.
@@thk7513 it’s a highly regulated industry at least at our level, bottom line is nobody is forcing a customer to do anything. We aren’t dealing with little kids here, these are grown ups. If they make a decision and sign to that effect we’re here to hold them to it
Keeping those stereotypes alive
I get it too many potential customers are just trying to save a car and then continue to shop. S*** or get off the pot. However, I would allow a customer to switch their deposit to another vehicle in stock 1 time.
Yeah, non-refundable $1000 deposit for a used car, especially when the guy changed his mind within 30 minutes. It ain't right. Maybe legally you might be right, but at the end you'll probably lose more in potential sales
I would leave it advertised until you have it signed, sealed and delivered! You can always say you have a pending sale, but will give 2nd opportunity, if original buyer backs out. When I was selling, we did take deposits on rare vehicles, but if customer couldn't get financing--we did refund the deposit. If the customer simply decided against the vehicle, we tried to move them to a different vehicle, and if not usually refunded after seven days.
I can totally get that at a big franchise store or retail store with predominantly finance deals, not fair to keep a deposit if the customer doesn’t qualify
YEAH , I would not remove all the listings till I had all the money in MY HAND
Why even take a deposit if it's all in the customers favor? A refundable deposit if you change your mind. No thanks. People are grown ups, or at least they should be. You sign your name agreeing to something, you should be stuck with that agreement.
That’s not the way to do business
Morally and ethically your F*k
You can deduct or prorate the days and create a closing deadline instead keeping the whole deposit
This is a tough call. If you verbally told the customer that it's NOT REFUNDABLE, then it's kinda on the customer. If you relied on the customer to read the agreement themselves, then you'll probably run into this problem again because people don't read shite.
I don't know where you got that belief from but If you sign a contract you did not read t you are still responsible. It doesn't matter whether you read it or not you signed it which means you know what you signed. Stupidity will cost you.
@Methodical2 I work at a dealership and certain policies we will verbally tell the customer and also make them sign a document explaining it. If we don't verbally explain it, many folks will just sign without reading. By explaining it to them, it drastically reduces the number of angry customers. Angry customers are also more likely to leave a negative review. It's sad that most folks don't read what they sign, but it's reality... at least for my customer base, lol.
@@funguy1086 If you did not verbally tell them and they signed they are still responsible for the contract terms and conditions. It's good practice in you'll situation to make them aware of certain portions of the contract that may negatively impact them because of the potential hostile customer but it's still up to the customer to read and understand the contract terms and conditions before signing (Contract Law). They can go to court all they want and will loose the case. I've seen this in court (actually in small claims court) and the judge said...you signed a contract without reading it is not the other parties problem.
Dude you're selling clukers, not exotics. If you were keeping $50... meh ok, $1,000 after 30 minutes of buyer remorse is more harmful with bad PR for your business when word spreads than the 15 cents you're going to lose because of a "stained" car. You already said during the video you need more cars because you're selling them quick. You're either trying to be a hardo, or you enjoy the easy grand. Lets be real here, your cars and market are for people who don't have a lot of money. Even a cash greedy company like Apple has a grace period for a full refund. Seeing this video and your attitude, immediatly has me unwilling to do business with you, and I'm sure anyone doing a google search while researching cars would feel the same.
Glad you got that off your chest buddy
75k on that truck and it ate a cam mean they change the oil every 20k whether it needed it or not.
Although I do agree they potentially prevented you from selling the car from another customer there is no way of telling that you would have actually sold it to someone else so I believe they should get at lease half there deposited back
What did the Sierra sell for?
I didn’t watch but probably more than it’s worth lol
People do not listen
They do not
You can just say you are hurting for money bud
I will never do add ons, or mark-up and will tell you my exact truth, which the dealership always thinks you're lying. I will always give the dealership the option to sell it for more if they can while I go and get a cashier's check. I prefer to keep life simple.
We have TONS of customers that do exactly this, we still work off handshakes quite a bit. But on something super popular we always recommend a deposit to hold the vehicle while they get their ducks in a row
@@connerscars I stay away from a hot seller, I prefer going for something more likely they want off of the lot.
Conner do you have a SIGNED document, in plain English, that states deposits are non refundable? Personally I would give the deposit back because somebody like that will cause you more than $1000 damage with bad reviews on social media and word of mouth. As far as dealing with the public, that's part of your job. Some people are easy, many people are not! BTW when I sell cars I make the buyer sign a separate document (so it stands out) that states deposits are non refundable.
Our pre purchase deposit forms are SUPER simple and written in plain English no fancy phrases or words. And the form has in gigantic font that deposits are non refundable and all sales are final
@@connerscars So are you holding firm in not refunding the deposit? Makes no difference to me but I still think it'll cost you more in lost business and bad reviews on social media. Just my take on it but I respect your business acumen.
Keep in mind in some places having a "signed document" as such means nothing since car stealers are not legally allowed to do this--depends on where you are and the laws governing car dealers. Where I live technically speaking a car dealer *could* keep all of a deposit but not based on any verbiage that says the deposit is "non refundable". Rather they have to show that they reasonably had that much in admin, etc. costs incurred due to the sale--i.e. they're entitled to keep the portion of the deposit they incurred, so long as they can show/prove such costs. If that happens to be a thousand bucks and only a thousand deposit was given then yeah, they can keep it all. I doubt in this case they'd be able to show they incurred $1k in costs in less than an hour after the sale though! BUT that all said, laws vary from place to place, state to state, etc. so it might be completely legal wherever Conner and his shady business are located.
Take an OBD2 scanner dongle with you and check out the mileage on your phone app or do a vin scan
Maybe they don't have the money or can't get it financed.
It's only $1,000, give them half of it back and get a written statement !
We use carfax quite a bit and this one surprisingly had only mid 130s about 2 months ago
@@connerscars I hear Carfax misses a lot of data. Checking out others and these seem a lot better ; VIN CHECKUP, autoAstat and EPIC VIN
What’s the deposit for if they can just get it back.
it IS the guarantee they will BUY THE DAMN CAR, they flake out, they lose their $$$
That GMC lifters look lke the 4 6 8 kind that fail alot and probably has a regular cam in it now but with all the bags blown and the fact its a GMC makes it a hard pass for sure. Make the deals great again Conner. Smash that Like folks.
There is a reason why car salesman have a bad reputation, and you help reinforce it.
Bro, you're insane if you think its reasonable to keep a $1,000 deposit because you had to take your Marketplace ads down. Especially if the customer immediately changed his mind. A THOUSAND DOLLARS??? For a shitbox youre selling for $7-8K?
To each their own 🤷♂️🫡
What's the point of a deposit then? The deposit is there to protect the buyer AND seller and 99% of deposits are NON refundable unless its stated otherwise.
@@silascooper3217 it was 30 minutes...
i mean dude it was 30 minutes lol. worst case scenario all your ads get put to the front again. I would just charge them for any upgraded or paid ads you had but thats a little ridiculous.
I’m not sure if your in the cash car business but in our field when a car gets “sold” online then is immediately back up the first thing the other prospective buyers think is “what’s wrong with that car” makes it nearly impossible to sell. We were able to make the customer happy and they are coming tomorrow to wrap up the deal. At a new car store I feel like a deal falling through because of financing etc is way more common and most buyers understand but the Cash business is super competitive and brutal lol
Connor.
You stick to your guns.deposits are normally non refundable ..
Goes without saying..you told them.its in large print...what can you do...
Most states the deposit is refundable. You can fight it in court, but its not worth it. The dealer is always the "rich" one, and the juror will always sympathizes with the "poor" buyer. Not a good way to do business. Better to have good PR than to have $1000 in the pocket, even if you are right. The customer can always goto a consumer or government agency to complain and you never know who's going to be breathing down your neck. Good luck to your used car business and your attitude is what gives the industry such a bad rep.
You are right....keep deposit....you did suffer a loss....as you say.
Thats BS, I would never buy a car from this guy , typical used car BS . Here in Virginia thats against the law, if you put a deposit down and change your mind, by Virginia law you must return the deposit to the customer.